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A Study on the “Customers Satisfaction of SBT ” with Special
Reference to SBT Karunagapally Branch 201
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Chapter I
INTRODUCTION
The banking industry like many other financial service
industries is facing a rapidly changing market, new technologies,
economic uncertainties, fierce competition and more demanding
customers and the changing climate has presented an unprecedented
set of challenges. Banking is a customer oriented services industry,
therefore, the customer is the focus and customer service is the
differentiating factors.
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A Study on the “Customers Satisfaction of SBT ” with Special
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emergence of universal banking, banks aim to provide all banking
product and service offering under one roof and their endeavor is to be
customer centric. With the emergence of economic reforms in world
in general and in India in particular, private banks have come up in a
big way with prime emphasis on technical and customer focused
issues.
Chapter – II
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A Study on the “Customers Satisfaction of SBT ” with Special
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A Study on the “Customers Satisfaction of SBT ” with Special
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METHODOLOGY
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A Study on the “Customers Satisfaction of SBT ” with Special
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The method is used in everyday life. In this survey 50 customers
are selected for sampling. The sample tools adopted are questionnaire
and interview schedule. A single customer represents a sample.
DATA SOURCES
(1) Primary
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A Study on the “Customers Satisfaction of SBT ” with Special
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LIMITATIONS
(1) Time allowed for the study was not sufficient to cover the market
area.
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Chapter III
CUSTOMER SATISFACTION –
AN OVERVIEW
Introduction
Who is a Customer?
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A Study on the “Customers Satisfaction of SBT ” with Special
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somebody else/For e.g.: if a man buys mango and is used by him to
satisfy his hunger, he is called a consumer. But if a man buys a saree
and his wife uses it, he is called a buyer. Therefore the two terms
'consumer and buyer' are different in the true sense. However in the
"Consumer Protection Act 1986" defines the term consumer includes
buyers also.
Consumer behaviour
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In the words of Walters and Paul, "Consumer behaviour is the
process whereby individuals decide what, when, where, how and from
whom to purchase goods and services."
Customer satisfaction
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A Study on the “Customers Satisfaction of SBT ” with Special
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business activities must be turned in such a way as to secure
maximum satisfaction of the customers. For the purpose all the
necessary information should be collected from the consumers.
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Probably the most widely known theory of individual need and
motivation comes from Abraham Maslow, who was a clinical
psychologist in U.S.A, Maslow, he suggested that every individual
has a complex set of exceptionally strong needs and the behaviour of
an individual at a particular moment is usually determined by his
strongest need. According to psychologists, human needs have certain
priority. As the more basic needs are satisfied, the individuals seek to
satisfy the higher needs. If the basic needs are not satisfied, efforts to
satisfy the higher needs will be postponed. Maslow stated that people
have five basic levels of needs which they tend to satisfy in a
hierarchical fashion. He proposed that human needs can be arranged
in a particular order from the lowest level need to the highest level
need.
SelfActualizationNeeds
Esteem Needs
Social Needs
Safety Needs
Physiological Needs
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1. Physiological needs: '- These are some bodily needs
comprising of
hunger, thirst, shelter, clothing, air and other necessities of life.
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2. Customer Satisfaction Survey:- Responsive companies obtain
direct measures of customer satisfaction by periodic surveys. They
sent questionnaires to a random sample of the customers to find out
how they feel about various aspects of the companies' performance
and also solicit views on the competitors' performance. It is useful to
measure the customers' willingness to recommend the company brand
to other persons. A high positive word of mouth score indicates the
company is producing his customer satisfaction.
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firm considers the cost associated with winning new customers, it is
likely to realize that to make profit and avoid the continuous cycle of
price discount, it is better to increase the lifetime spending on the
existing customers. Customer retention is far more important
than customer attraction.
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CHAPTER – IV
INDUSTRY PROFILE
State Bank of Travancore (SBT) was originally established as
Travancore Bank Ltd. in 1945 sponsored by the erstwhile Princely
State of Travancore. Under a special statute of the Indian Parliament
(SBI subsidiary Banks Act 1959) it has been made an Associate of the
State Bank of India and a member of the State Bank Group, the
largest banking group in India.
Highlights
○ More than 60 years of dedicated service
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Social Responsibility
• 550 Social circles provide selfless community service
Social Banking
Being a public sector bank, we are committed to the policies of
the Government for social development. We offer credit to the priority
sectors and also the special schemes announced by the Government.
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AGRICULTURE
The Bank caters to the needs of farmers through its rural and
semi-urban branches. We have setup specialised Agricultural
Development Branches (ADB) totally dedicated to agricultural
advances. The Bank also encourages allied activities such as dairy,
poultry, piggery, fishery, horticulture, etc., Schemes like Rabbit Plus
for Rabbit rearing, Kamadhenu for rearing of Calves and Heifers,
Ksheerasamrudhi for dairy farming and Matsya Plus for Fish farming
has been introduced. Farm mechanisation and Agro based industries
are given due attention too. We have also introduced Kisan Credit
Card Scheme, for the farmers to purchase agricultural inputs and meet
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other productive needs. Bank also has launched 'Annapoorna Scheme'
to extend assistance to tenant farmers who are holding only leasehold
rights over the land in which they cultivate. Large areas of fallow
lands are being brought under cultivation under this Scheme.
SPECIAL SCHEMES
We actively participate in special schemes announced by the
Government like: PMRY (Prime Ministers Rozgar Yojana), Women
Empowerment scheme, Micro Credit - Self Help Groups scheme
etc. The Bank is actively involved in implementing Swarana Jayanthi
Shahari Rozgar Yojana which is aimed at providing self-employment
to the urban poor.
FINANCIAL INCLUSION
'Janapriya Savings Account' - a special savings bank account,
without any restriction of minimum balance, was launched aiming at
financial inclusion and extending banking facilities to those so far
deprived of it. Palakkad, Ernakulam, Alappuzha, Wayanad,
Kasaragod, Kottayam, Pathanamthitta and Thiruvananthapuram
districts have been fully included under 'Financial Inclusion'.
Personal banking
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Personal Banking services are offered to general public
customers who wish to operate a bank account for different
purpose.
Deposit Schemes
SBT have a number of deposit plans to suit convenience and
specific requirements of its customers. The customers can choose
from any of the following schemes that the bank offers.
• Running account.
Current Accounts
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• Running account with unlimited operational facilities.
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• Loans upto 90%, with interest 1% above the deposit rates.
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• No Income tax deducted at source. Premature withdrawal is
permitted.
• Ideal for persons who can set apart a portion of their monthly
earnings especially regular monthly income earners; Traders,
pensioners etc. An easy way to save money.
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• No penalty for delayed remittance but if the number of
remittance is less than 10 per year Rs.10/- will be levied as
penalty.
Gold Loans
Conventional
• Loans against Gold ornaments.
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• Amount of Loan - Maximum 10 lacs
• Loans are granted for 6/12 months and can be further renewed.
Housing Loan
The purpose of housing loan is for construction, purchase /
repair / renovation / alteration of a house or for purchase of a plot for
the construction of a house.
Persons Eligible
i. All Resident / Non-Resident Indians with a regular monthly
income
iv. The age should be such that the borrower is able to close the
account before he attains the age of 70.
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Amount of Loan
i. 60 times of Net monthly income (NMI)/ Average monthly
income (AMI) for individuals upto 45 years of age.
Purpose
To meet the tuition and other fees \Examination \Library
\Laboratory fee, cost of books\purchase of Computers \equipments
\instruments \uniforms and the cost of passage for studies
abroad. Caution Deposit, Building Fund, Refundable deposit subject
to 10% of the Tuition Fee. Any other expenses required to complete
the course like study, tours, project work, thesis etc. also be financed.
Sahaya Varsha
A clean demand loan to meet your short term funds/ financial
needs for various purchases/emergent requirements such as marriage,
family functions, travel, education, expensive medical treatment,
operation etc.
Suvidha Loan
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Loan against mortgage of immovable property. For personal
needs such as marriage related expenses, foreign travel, medical
expenses etc.
Prasanthi
All Central Civil, Defense, Railway, Telecom, KSRTC (Kerala
State Road Transport Corporation), KSEB, KWA, Kerala Agricultural
University, State and Bank Pensioners whose pension accounts are
maintained at our branches. Pension accounts include those accounts
to which Bank acts as the Pension Disbursing Officer and those
accounts to which pension amounts are received from DPDO.
Computer Loan
For purchase of home computers/PCs and other accessories like
Printer/UPS etc.
Car Loan
It is provided for both NRI and residential. Salaried and other
regular income earners with a minimum of 2 years standing/
experience in their line of activity can apply. Loan to spouse of NRIs
is based on the monthly income of the NRI.
NRI SERVICES
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• Money Trans - provides faster and speedy remittance facility
from 6 exchange companies
Management
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Chapter V
Table No. 1
18-25 8 16%
25-40 30 60%
Total 50 100%
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A Study on the “Customers Satisfaction of SBT ” with Special
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Interference
Bank account were belonging to the age group between 25-40. 24%
the age group of 18-25. It shows that the most of SBT Bank account
Figure No.1
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A Study on the “Customers Satisfaction of SBT ” with Special
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Table No. 2
Gender of customers
Sex No Percentage
Male 32 64%
Female 18 36%
Total 50 100%
Interference
The table reveals that about 64% of the customers were males
Fig No. 2
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Gender of customers
Table No. 3
Occupation No Percentage
Students 3 6%
Employees 31 62%
Business 10 20%
Others 6 12%
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Total 50 100%
Interference
students.
Figure No. 3
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Table No.4
10,000-15,000 26 52%
15,000-20,000 9 18%
Above 20,000 4 8%
Total 50 100%
Interference
The table shows that 52% of the respondents are of the monthly
income group of below 10,000. The table also shows that 18% of the
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Figure No. 4
Table No 5
Term of 0peration of SBT account
Percentage
Years No
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Total 50 100%
Inference
From the above table, 20% of the respondent is operating SBT
account for less than 1 year, 24% have been operating for about one to
three years; 42% have operates the account for 3 to 5 years; and 14%
Fig No 5
Term of 0peration of SBT account
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Table No 6
Withdrawal service preferred by the customers
Opinion No Percentage
ATM 36 72%
Bank 12 24%
Online Banking 2 4%
Mobile Banking 0 0%
Total 50 100%
Interference
Of the 50 customers interviewed 72% of the customers preferred
to use ATM for cash withdrawal, 24% preferred direct bank service,
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Table No 6
Withdrawal service preferred by the customers
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Table No 7
Opinion No Percentage
Yes 38 76%
No 12 24%
Total 50 100%
Interference
76% of the customers who used ATM service for cash
withdrawal was able to withdraw cash from ATM’s, but 24% says
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Figure No 7
Customer satisfaction with Withdraw cash from SBT
ATM
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Table No 8
Customers Opinion about Queue’s in Front of ATM’s
Opinion No Percentage
Yes 33 66%
No 17 34%
Total 50 100%
Interference
A majority 66% of the customers had the opinion that they had
to wait in queue in front of ATM for cash withdrawal, and 34% have
said that they need not wait in queue in front of ATM for cash
withdrawal.
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Figure No 8
Customers Opinion about Queue’s in Front of ATM’s
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Table No 9
Customers opinion about Customer relation By bank
Opinion No Percentage
Excellent 42 84%
Good 6 12%
Satisfactory 2 4%
Bad 0 0%
Total 50 100%
Interferences
With the banks customer relation 84% of the customers says the banks
is excellent, 12% say good, 4% say satisfactory, and none said it was
bad.
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Figure No 9
Customers opinion about Customer relation By bank
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Table No 10
Customers opinion about deposit schemes of the bank
Opinion No Percentage
Excellent 34 68%
Good 11 22%
Satisfactory 5 10%
Bad 0 0%
Total 50 100%
Interference
68% of the respondents said, the bank had excellent deposit schemes;
22% said good; 10% had a satisfactory response; and none had a bad
response.
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Fig No 10
Customers opinion about deposit schemes of the bank
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Table No 11
Customers opinion about bank premises
Opinion No Percentage
Excellent 32 64%
Good 12 24%
Satisfactory 4 8%
Bad 2 4%
Total 50 100%
Interference
About the bank premises, 64% of the respondents gave an excellent
premises
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Fig No 11
Customers opinion about bank premises
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Table No 12
Customers opinion about Financial advice By bank
Opinion No Percentage
Excellent 28 56%
Good 8 16%
Satisfactory 8 16%
Bad 6 12%
Total 50 100%
Interference
The bank gives excellent financial advice since, 56% of the
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Table No 12
Customers opinion about Financial advice By bank
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Table No 13
Customers Opinion About the attitude of the employees
Opinion No Percentage
Friendly 24 48%
Supportive 13 26%
Aggressive 13 26%
Total 50 100%
Interference
48% of the respondents said that attitude of the employees was
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Figure No 13
Customers Opinion About the attitude of the employees
Table No 14
Customers satisfaction on maintaining SBT account
Opinion No Percentage
Satisfied 50 100%
Not Satisfied 0 0%
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Total 50 100%
Inference
100% of the account holders are satisfied with SBT Bank Account.
Fig No 14
Customer’s satisfaction on maintaining SBT account
Chapter VI
FINDINGS
2. The study reveals that about 64% of the account holders are
male. It shows the dominance of male customers.
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5,000- 10,000 and it is higher than the group of 10,000-15,000
which posses only 18% of the total customers.
5. The study reveals that about 42% of the account holders are
maintaining SBT account between 3-5 years.
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12. The bank gives excellent financial advice since, 56% of the
respondents responded so. And 16% say it is good and
satisfactory respectively; 12% say it is bad.
13. The study reveals that 48% of the respondents said that attitude
of the employees was friendly, 26% said they were supportive
and aggressive respectively.
14. The study reveals that 100% of the account holders are satisfied
with SBT Bank Account.
SUGGESTIONS
1. The Bank can conduct training and awareness programme for using
ATM facilities.
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5. The Bank should add more counters and drop in boxes.
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Questionnaire
Sex: M/F
1. Occupation
Students
Professionals
Business
Others
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Saving Bank account
Current Account
Fixed Account
Recurring Deposit
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No
1 Customer Relation
2 Deposit Scheme
3 Bank Premises
Online Banking
4
Service
5 Financial Advice
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Yes
No
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1. Are you satisfied with the banks service
Yes
No
Your suggestions:
……………………………………………………..
………………………………………………………………
…………… .
BIBLIOGRAPHY
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A Study on the “Customers Satisfaction of SBT ” with Special
Reference to SBT Karunagapally Branch 201
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Donnald and Hawkins. I. Del, "Marketing Research,
measurements and Methods", Prentice - Hail of India Private
Ltd, New Delhi, 1998, 6th Edition.
Websites :-
www.sbt.com
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