A

PROJECT REPORT ON COSTOMER SATISFACTION REGARDING THE SUTEX CO-OP.BANK

FACULTY GUIDE MS.MEGHA GOHEL ASSISTANT PROFESSOR

BANK GUIDE MR.P.D MAKHANIA BRANCH MANAGER

SUBMITED BY ANKIT CHAMPAKLAL SONI ENROLLMENT NO: 118050592010

General information: 1.Industry profile 2.Company profile 3.Product profile 4.swot analysis

1.Industry profile

1.Industry profile:
The Development Of Banking Is An Inevitable Precondition For The Healthy And Rapid Development Of The National Economic Structure. Today One Cannot Imagine The Business World Without Banking Institutions. Banking Is As Important As Blood In The Human Body Banking In India Originated In The Last Decades Of The 18th Century. The Oldest Bank In Existence In India Is The State Bank Of India, Which Originated In The Bank Of Calcutta In June 1806. Central Banking Is The Responsibility Of The Reserve Bank Of India, Which In 1935 Formally Took Over These Responsibilities From The Imperial Bank Of India, Relating It To Commercial Banking Functions. After Indias Independence In 1947, The Reserve Bank Government Nationalized The Six Next Largest In 1980.

2.Company profile

2.Company profile:
The Co-Operative Banks In India Started Functioning Almost 100 Years Ago Co-Operative Banks In India Are Registered Under The Co-Operative Societies Act. The Co-Operative Bank Is Also Regulated By The RBI. They Are Governed By The Banking Regulations Act 1949 And Banking Laws (CoOperative Societies) Act, 1965. The sutex co-op. bank Was Started On15th May,1972 With 270 Members And 10,000 Shares Of Share Capital Amounting To Rs. 5,23,315/- In The Ground Floor Of The Surat Textile Market. The Bank Changes Its Name To "The Sutex Co-Operative Bank Ltd." And Was Registered In Multi State Co-Operative Act-1984 In February 8, 1999 First Branch Of The Bank Was Established On 27th July, 1986 At Station Road, Mavani Tower. It Was Inaugurated By A Great Sage Revered Ghanshyam Charan Swamiji Of Swaminarayan Temple

Awards
This Bank Has Got The Award Of TEXTILE UP-GRADATION FUND MINISTRY Of Textile. Bank Stood 6th In India And 3rd In Gujarat Among Co-operative Banks In Year 2008-09.

Vision & Mission Vision2015 :

The Bank Aims To Double Its Business In Next 5 Years. Expansion Plan Is There For Opening Of 3 More Branches In Prime Locations Of The City. Main Focus Is To Cover The Areas Which Are Not Covered By Adequate Banking Facilities. The Adoption Of All Modern Technologies For Better Service Will Be Priority Of The Bank In Future. The Environment Of All The Branches Will Match An International Standard.

3.PRODUCT PROFILE (MAJOR PRODUCTS)

1. 2. 3. 4. 5. 6. 7. 8. SAVINGS A/C: CURRENT A/C: FIXED DEPOSIT: OVERDRAFT: Locker Facility: NEFT: 24*7 ATM: RTGS:

4. SWOT ANALYSIS OF THE BANK

STRENGTHS OF BANK
Good Quality Customer Serve & Management. Quick And Efficient Banking Services. Branches Are Spread In All Over City. Trained Staff

Presently All The Branches Are Computerized.

Customer Satisfaction And Security Banks System Is Totally Based On Professional Approach Important Strength Of The Bank Is That, Having Only Male Employees. Likewise Bank Is Having The Benefits Of Strong Man Power To Work.

Weakneses Of Bank
Relatively It Should Follow The Rules Of The Co-operative Society. So This Type Of Bank Appreciated Up To The Limited Purposes.

Opportunities For Bank

As Far As Opportunity Matters Concerns, The Sutex Bank Has To. Developed Net-banking Because Bank Do Not Has Its Own Website Second Point Is That, Bank Should Establish Out Of Surat Also.

Threats To Bank
Major Threats Of These Banks Are The Rules And Regulations Of The Rbi. Another, Competition Regarding Rate Of Interest.

PART 2 ___PRIMARY STUDY

5. Introduction Of Study

6. Research Methodology
7. Data Analysis & Interpretation

8. Result & Findings

9. Limitation Of The Study

10. Conclusion/Suggestion

5. Introduction Of Study
5.1.What Is Customer Satisfaction? Customer Satisfaction Refers To How Satisfied Customers Are With The Products Or Services They Receive From A Particular Bank. The Level Of Satisfaction Is Determined Not Only By The Quality And Type Of Customer Experience But Also By The Customers Expectations 1.A Customers Satisfaction Is Determined By Their Evaluation Of How Well Their Expectations Are Met. (Fornell, Johnson, Anderson, Jaueng & Bryant, 1996)

2.From The Organizations Perspective, Customer Retention, Repeat Purchases, And Profitability Are Indicators Of Having Achieved Customer Satisfaction. ( Chakrapani, 1998; Johnson, 2001).

Words of Wisdom from Mahatma Gandhi

A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.

Why customer satisfaction is important? Increased Sales And Profits If you Listen, They Will ComeAgain and Again increased goodwill in market etc.

5.2. Objective of Study

To Know The Customer Satisfaction Level And Their Perception Regarding Sutex CoOp.Bank. . To Know The Customer Awareness Regarding The Banks Products. To Know The Level Of Interest Of Customer Regarding The Different Schemes Of Bank.
To Know The Preference Of Customer Regarding The Extra Services. To Know The Problems Of Customer Regarding Ban

5.3Problem Statement
The Customer Satisfaction Is Very Important For Management. So Customer Are Satisfied With The Expection Or Not By Considering This Research.

5.4 Benefits Of Customer Satisfaction Study

Customer Satisfaction Surveys Can Produce Positive, Neutral Or Negative Results. If Planned Properly And Administered, They Will Usually Produce A Number Of Important Benefits, Such As1. It Gives Management An Indication Of General Levels Of Satisfaction In A Company. Surveys Also Indicate Specific Areas Of Satisfaction Or Dissatisfaction As Compared To Customer Services And Particular Group Of Customer. 2. Customer Satisfaction Surveys Are A Useful Way To Determine Certain Training Needs. How To Maintain Relationship With Customer

6. Research Methodology 6.1 Research Design

The Research Design Used For This Study Is Of The Descriptive Type. Descriptive Research Studies Are Those Studies Which Are Concerned With Describing The Characteristics Of A Particular Individual Or A Group.

6.2 Data Sources Primary Data

Personal Investigation Observation Method Information From Correspondents Information From Superiors Of The Organization

Secondary Data
Published Sources Such As Journals, Government Reports, Newspapers. And Magazines Etc Unpublished Sources Such As Banks Internal Reports Prepare By Them Given To Their Analyst & Trainees For Investigation Websites Www.Sutexbank.In And total sample size is 100 customers.

6.3 sampling size:

6.4 Data Collection Method A structured Questionnaire is used. Questionnaire was designed in such a manner that it would facilitate the respondents to reveal maximum information. The questionnaire has 15 Questions. The scales are like very satisfied, satisfied, dissatisfied, very dissatisfide.

7. Data Analysis & Interpretation

1. For How Long You Are Part Of The Sutex Co-Op. Bank?
45

Response

No. of Respondents

% age of Responde nts

40 35 30 25

Less Than 1 Year Less Than 2 Years Less Than 3 Years More Than 3 Years Total

12 18 40 30 100

%12 %18 %40 %30 100%

20
15 10 5 0 12 18

40 30

less than 1 year

less than 2 years

less than 3 years

more than 4 years

Interpretation: From The Above Chart It Is Clear That Majority Of The Respondents Are Part Of Sutex Co-Op. Bank From Less Than 3 Years I.E. 40%; 30% Of The Respondents Are Part Of Sutex Co-Op. Bank From More Than 3 Years; 18% Of The Respondents Are Part Of Sutex Co-Op. Bank From Less Than 2 Years And Remaining 12% Respondents Are Part Of Sutex Co-Op Bank From Less Than 1 Year

2. What Are Reasons That Attract You To Be A Customer Of The bank?

Response

No. of Respondents

% age of Respondents %25 %30

35 30 25

Image Extra Services

25 30

20 15 30 25 20 25

Services
All Of Above Total

20
25 100

%20
%25 %100

10
5 0

image

extra services

services

all of the above

Interpretation: From The Above Chart It Is Clear That Majority Of The Respondents I.E. 30% Are Become Part Of Sutex Bank Because Of Its Extra Services; 25% Because Of Its Image; 25% Because Of All The Three Factorsand Rest Because Of Its Services.

3. What Kind Of Account Do You Maintain In This Bank?

Response

No. of Respondent s

age of

45 40 35 30

Respondents

Current
Savings Loan A/C Demat Total

40
20 15 25 100

%40
%20 %15 %25 %100

25 20 15 10 5 0 current savings loan a/c demat 20 40

25 15

Interpretation: From The Above Chart It Is Clear That Majority Of The Respondents Are Maintain In This Bank Current A/C I.E.40% ; 25% Are Maintain In This Bank Demat A/C, 20% Saving A/C, And Remaining 15% Loan A/C Maintain In This Bank.

4. Do You Always Get Prompt Service Whenever You Visit The Branch?

35

Response

No. of Respondents

age of

30 25 20 15 10 5 0 28 30 25 17

Respondents %28 %25 %17 %30 %100

Always Often Sometimes Never Total

28 25 17 30 100

always

often

sometimes

never

Interpretation: From The Above Chart It Is Clear That 30% Of The Respondent Said Never Get Prompt Service Whenever We Visit The Branch, 28% Of The Respondent Said Always Get Prompt Service Whenever We Visit The Branch, 25% Of The Respondent Said Often Get Promptservices, 30% Of The Respondent Said Sometimes Get Prompt Service.

5. Do You Agree That Minimum Account Limit Is Not High And Easy To Maintain?
Response No. of Respondents Strongly Agree Agree Disagree Strongly Disagree Total 50 20 12 18 100 % age of
60 50

Respondents %50 %20

30 50 40

%12 %18 %100

20 10 0 strongly agree agree disagree strongly disagree 20 12 18

Interpretation: From The Above Chart It Is Clear That 50% Of The Respondent Strongly agree That Minimum Account Limit Is Not High And Easy To Maintain , 20% Of The Respondent Only Agree That Minimum Account Limit Is Not High And Easy To Maintain , 18% Of The Respondent Strongly Disagree That Minimum Account Limit Is Not High And Easy To Maintain And Remaining 12% Of The Respondent Disagree That Minimum Account Limit Is Not High And Easy To Maintain

6. Approximately How Often Do You Contact The Branch By Telephone In A Year ?

Response

No. of Respondents

age of

60

Respondents %10 %20 %15 %55

50
40 30 20 10 20 10 0 never 1-5 times 5-10 times 10 or more times 15 55

Never 1-5 Times 5-10 Times 10 Or More Times Total

10 20 15 55 100

%100

Interpretation: From The Above Chart It Is Clear That 55% Of The Respondent Contact The Branch By Telephone In A Year More Than 10 Times, 20% Of The Respondent 1 To 5 Times , 15% Of The Respondent 5 To 10 Times , 10% Of The Respondent Never Contact The Branch By Telephone In A year

7. How Satisfied Are You With The Services Provided By The Bank?
Response No. of Respondents Very Satisfied Satisfied Somewhat Satisfied Dissatisfied Total 40 20 25 15 100 % age of
50 40 30 20 10 0 very satisfide 40 20 satisfide 25 15 dissatisfide

Respondents %40 %20 %25 %15 %100

somewhat satisfide

Interpretation: From The Above Chart It Is Clear That 40% Of The Respondent Very Satisfied With The Services Provided By The Bank , 25% Of The Respondent Somewhat Satisfied With The Services Provided By The Bank , 20% Of The Respondent Satisfied With The Services Provided By The Bank And Remaing 15% Of The Respondent Dissatisfied With The Services Provided By The Bank.

Hypothesis
H0: customer satisfaction is independent from minimum account limit is not high and easy to maintain H1: customer satisfaction is dependent on minimum account limit is not high and easy to maintain H0: customer satisfaction is independent from prompt service. H1: customer satisfaction is dependent on prompt service. H0: Customer Satisfaction Is Independent From Attract The Bank H1: customer satisfaction is dependent on Attract the bank. H0: customer satisfaction is independent from Telephone contact with branch. H1: customer satisfaction is dependent on Telephone contact with branch

H0: customer satisfaction is independent from using service H1: customer satisfaction is dependent on using service .

Test analysis (Chi square test)

Variables

Job satisfaction

Chi square value (p value)

account limit

Customer satisfaction

.042

prompt service

Customer satisfaction

.114

Attract The Bank

Customer satisfaction

.005

Telephone contact with branch

Customer satisfaction

.045

using service

Customer satisfaction

.140

According to chi square value 0.042<0.05 so it means Ho is rejected which show that customer satisfaction is dependent on account limit is not high and easy to maintain. In this bank according to analysis the account limit is satisfide for customer According to chi square value 0.114>0.05 so it means Ho is accepted which show that customer satisfaction is independent from prompt service. According to chi square value 0.005<0.05 so it means Ho is rejected which show that customer satisfaction is dependent on Attract the bank . According to chi square value 0.045<0.05 so it means Ho is rejected which show that customer satisfaction is dependent on Telephone contact with branch

According to chi square value 0.140>0.05 so it means Ho is accepted which show that customer satisfaction is independent on using service

8. Result & Findings

Majority Of The Customers Are Satisfied With Sutex Co-Op Bank. Bank.

Majority Of The Customers Are Aware Of Services And Extra Services Offered By Sutex Co Op.Bank. But Not All The Services.

The Majority Of The Customers Found Services Of The Bank Are Average.
Majority Of The Respondents Are Found The Bank Is Average In Maintaining The Good Customer Relationship. The Respondent Said That They Are Facing The Problem Of Timeliness And Rest Are Facing Problem Of Customer Relationship And Infrastructure

The Perception Of The Majority Of The Customer Regarding The Bank Is Good Because Majority Of The Customers Are Satisfied With The Bank And They Also Recommend The Products Of The Bank. The Most Preferable Extra Service Is Atms And The Less Preferable Services Is O/D Facilities The Majority Of Customers Are More Interested In Current A/C And Demat A/C.

9. Limitation Of The Study

Data Collected Is Based On Questionnaire. The Number Of Customers Are More, So Sample Size Is Limited By 100 . The Information Collected By The Observation Method Is Very Limited. The Result Would Be Varying According To The Individuals As Well As Time Some Respondents Hesitated To Give The Actual Situation; They Feared That Management Would Take Any Action Against Them The Findings And Conclusions Are Based On Knowledge And Experience Of. The Respondents Sometime May Subject To Bias

10. Conclusion/Suggestion

In The Bank Most Of Customers Are Satisfied With All The Facilities Provided By Bank. But There Are Some Customers Also Who Are Not Satisfied With The Bank. Bank Should Try To Convert Unsatisfied Customers In To Satisfied Customers. Because If Customer Is Not Satisfied Than He Is Not Come In Bank.We Are All Know Customer Is King In The Market And We Should Try Customer Maximum Satisfied With Service Provided By Bank. We Are Focused On Customer Comes First. So Bank Should Try To Satisfy His Customer Because Customer Is King In The Market. According To Research It Is Clear That The Most Of Customers Are Satisfied With Service Provided By Bank.

But some customers are dissatisfied also for them some Suggestions are as follows:

The Bank Should Make Some Efforts To Improving Good Relationship. With Customer

The Bank Should Enhance Their Services According To The Needs Of. The Customer

The Bank Makes Its Procedures Less Time Consuming.

The Bank Should Make Effort To Aware The Customers About Their All The Extra Services.