A Project Report On Analysis of the difference between Services perception and expectation of Account holders based on Survey For

Sarvodaya Sahakari Bank Ltd Submitted to

S. R. Luthra Institute of Management, Surat.

In partial fulfillment of the requirement of the award for the degree of Master of Business Administration Under

Gujarat Technological University

Under the guidance of

Faculty Mentor:
Dr. Ranjan J Sabhaya SRLIM.

Bank Guide:
Mr. Dinesh Bhimani Branch Manager

Submitted by Jeneesh D Modi Enrolment No-117500592106

S. R. Luthra Institute of Management MBA Program Affiliated to Gujarat Technological University, Ahmadabad, July 2012
1

INSTITUTES CERTIFICATE

I Certified that this summer internship report titled Analysis of the

difference between Services perception and expectation of Account holders of based on Survey is the bona fide work of JENEESH D MODI
(Enrollment No.117500592106), who carried out the research under my supervision. We also certify further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any candidate.

Faculty Mentor Dr. Ranjan J Sabhaya

In-charge Director Dr. J.M. KAPADIA

PREFERENCE
With the great pleasure, I take this opportunity to write this project report on Analysis of Sarvodaya Sahakari Bank ltds Services perception and expectation of Account holders based on Survey In present era, Management and implications are approaching almost every field concern with business in very significant manner. As management students it has tremendously for us to utilize our management knowledge in practical way. Indian is the one of the fastest growing Economies in the world. Service sector is one of the key industries which have contributed to large extent in overall development of countrys economy. Indian Banking Sector growing rapidly and will significant share of service industry of India. I have completed my project training at Sarvodaya Sahakari Bank ltd (SSB). This project provides thorough information of Account Holders of SSBs Expectations towards their Bank services. I have taken simple sampling method for my survey. I have taken simple size of 300 unites. The data used in this report is collected from various sources like staff member of SSB and their website. During my project work period I have found that bank has tremendous new opportunity in the Surat city and have started to make distingue them self from others as one of Service Brand. My Finding & suggestion also based on analysis done by me during project work period.

ACKNOWLEDGEMENT

I am extremely grateful to my friends and well-wishers for help me out to prepare this project successfully and their encouragement for this regard. I want to express my gratitude to my Guru, Teachers, Professors of M S University and Luthra Institute and my bank manager of SSB Mr. Dinesh Bhimani who has directly or indirectly helped me to prepare this project and for their constant motivation and encouragement to mould me into a researcher in management. I would like to put on paper the dedication to the spirit of my life, my mother, Pritiben, for her constant and priceless motivation during my project time, in spite of her unawareness of my study and its objectives. I have to say thanks for continuous support and encouragement from my family as a whole. I sincerely acknowledge and appreciate their valuable cooperation. I have received a great deal of help, contribution, and advice from many people. I am thankful to all of them. Like most of the text-cum-reference books, this project is also influenced by a numbers of works of various researches and different literature reviews. As far as possible, I have tried to acknowledge all of them. Specially, I would like to thank my Mentor Dr Ranjan j Sabhaya, who gave me full of support for this project and provided extensive comments on this regard. Hence, I am filing very proved to perform on their guidance.

Thank you. Jeneesh Modi

DECLARATION

I am Modi Jeneesh Dhananajay, Student of 2ed semester MBA, S. R. Luthra Institute of Management; Gujarat Technological University; declare that this project has been prepared By myself with the help of my mentor Dr. Ranjan j Sabhaya. I have done this project in the guidance of my mentor. She has given full of support to me as well as my project work. This report is verified by my guide with their best of knowledge. In the project, all the material and data are taken from authentic sources, relevant reference books and other relevant software which helpful to convey the conclusion which has been derived with the help of first hand data collection(survey) which being input for the research. This report generated by me and its purpose is just learning the different objectives of management and the principles of the same in practical. The data, information, conclusion whole is just for study purpose, it has not any kind of relevance to any individual which they suppose to find. Hence, the outcome will make compulsion to nobody. Place: Surat city. Date: 03/8/2012 Modi Jeneesh Dhananjay. Student.

EXECUTIVE SUMMARY

This training report has been made with the objective to study factor that is most important for the SSBs account holders for the service quality. This report contains the detail about Banking services and one of them Sarvodaya Sahakari Bank ltds performance. Basically Indian is growing country and there is huge opportunity for growing Service industry and high growth rate. The Financial environment, their history and growth makes this project report distingue. The performance of bank and the detail information of banks services facilitate to identify how competitive itself to run in this service market. Even Its proved them self only by establishing goal of creating brand image of Sarvodaya Sahakari Bank (SSB) in financial era in Surat, Gujarat and their after India in upcoming years. The findings and suggestion really helps where bank is lacking from their services in Account Holders Mind. In this project report, it has tried the best to present the past and present scenario of Banking industry and even Sarvodaya Sahakari Banks (SSB) history and Glimpse at the Glance. Overall it is very helpful to Bank for their Analyses of Account Holders expectation and their preference. Though this project report Management of Sarvodaya Sahakari Bank (SSB) can improve their performance and their service quality very effectively.

LIST OF TABLE AND CHARTS

TABLE & CHART NO 1 2 3 4.1 & 4.2 5 6 7 8 9 10 11 & 11.1 11.2 11.3 11.4 11.5 11.6

CHART TITLE

PAGE NO.

Pleasant & Attractive Dcor Experience at the time of Approaching loan Account Holder's Knowledge regarding Various Bank services Overall satisfaction level Account Holder's solution of their problem Bank's Brand image ATM facility and Customer's requirement Locker Facility Account Holders expectation for online services Account Holders expectation for Time period of the Bank Clean & well cared Facility Efficient, no wait service No long line ups at counter Availability of information brochures Pleasant & attractive dcor Automatic bank machines in convenient locations

55 56 57 58 59 61 62 63 64 68 69 70 71 71 72 72

CONTENTS

CHAPTER NO

PARTICULAR
Part:1 Basic Information INTRODUCTION OF BANKING INDUSTRY 1.1) Introduction Global Environment of Bank Sector. 1.2) Restructuring the financial institution in Global economy

PAGE NO

12-20 12 12 13 14 13

1.2) Need of financial institution in Global economy 1.4) Role of Banks and other financial institution in Global Economy Indian Bank Sector: History, Growth, Reform. 1.5) Position of Indian Banking sector at Post Independence 1.6) At the time of Nationalization 1.7) At the time of Liberalization SARVODAYA SAHAKARI BANK LTDs PROFILE About Sarvodaya Sahakari Bank ltd (SSB). 2.1) Board of Directors of SSB 2.2) Branches and Location of SSB 2.3) Glimpses at the Glance Sarvodaya Sahakari Banks (SSB) Services.

15 16 18 20 22-34 22 23 24

2.4) Personal Loan 2.5) New Vehicle Loan 2.6) Home Loan 2.7) Property Mortgage Loan 2.8) O.D Facility 2.9) C.C Facility 2.10) Machinery Loan 2.11) Loan against security 2.12) Different Deposit Skims
8

25 26 28 29 30 32 33 33 34

Part:2 Research work INTRODUCTION TO THE RESEARCH 3.1) Literature Review 38-49 38 47 47 48 49 52-53 52 52 53 53 53 55 - 72 74- 75 77 79- 80 ANNEXURE

3.2) Problem statement and Formulation 3.3) Objective of the Study 3.4) Scope of the Study 3.5) significance of the study RESEARCH METHODOLOGY 4.1) research design

4.2) Collection of data 4.3) Sampling Design and size 4.4) Data collection instrument 4.5) Processing and analyzing collected data

5 6 7 8

DATA ANALYSIS AND INTERPRETATION RESULT AND FINDING LIMITATIONS OF THE STUDY CONCLUSIONS AND SUGGESTIONS BIBLIOGRAPHY

CHAPTER: 1 INTRODUCTION OF BANKING INDUSTRY

10

1.1) Introduction
Modern management sciences philosophy considers customer as a satisfaction baseline standard of performance and a possible standard of

excellence for any business organization. Moreover, customer satisfaction measurement provides a sense of achievement and accomplishment for all employees involved in any stage of the customer service process. In this way, satisfaction measurement motivates people to perform and achieve higher levels of productivity. To reinforce customer orientation on a day-to- day basis, a growing number of companies choose customer satisfaction

as their main performance indicator.

It is almost impossible, however, to keep an entire Bank permanently motivated by a notion as abstract and intangible as customer satisfaction. Therefore, customer satisfaction must be translated into a number of measurable parameters directly linked to peoples job.

In

other

words

factors that

people

can understand. The aim of this conducted in

project is to present an original customer satisfaction survey the Sarvodaya Sahakari Bank Ltd. The objectives of the

customer satisfaction survey are focused on the

assessment of the critical satisfaction dimensions and the determination of customer groups with distinctive preferences and expectations. In particular, the purpose of this application consists of a set of the most important queries expressed by the managers of the Sarvodaya Sahakari Bank Ltd.

GLOBAL ENVIRONMENT OF BANK SECTOR 1.2) Restructuring the financial institution in global economy
During the 1980s, governments began to retreat from regulation of the financial services industry. The retreat promises to be just as dramatic and enduring as developments during the worldwide depression of the 1930s. Although pressures for re-regulation have emerged, especially in the United
11

States, international competitive forces are accelerating the movement toward less governmental intrusion; The Great Depression gave rise to the corporate state and an almost universal increase in the size and scope of governmental involvement in economic affairs and in other aspects of our lives. For much of the past 50 years, governments have either owned or regulated all financial institutions that provided intermediary services. Elaborate regulatory systems, based on permission and denial approaches to administrative law, were expected to rule on which products or services could be offered, where they could be offered, and what prices or interest rates could be paid or charged to customers.

At least in the United States, there was little in the way of due process in the financial regulatory system. Regulatory agencies have operated as executive authorities that were largely immune from the discipline of the checks and balances inherent in a political system built on a framework of separation of powers. The costs associated with burden of proof were borne by the regulated, not the regulators. When a financial institution wanted to offer a new product or service, expand its market area, or combine with another institution, the regulators required it to bear the costs of demonstrating that the benefits outweighed the costs. In other words, If you have to ask, the answer is no.

1.3) Need of financial institution in the global economy

The process by which countries economies become increasingly interwoven and affected by each other. This happens with the increased flow of goods (trade), foreign direct investment, money (finance), and/or people (migration). Globalization is not new, but the speed, depth, and scope of the changes, aided by technology, is new, as is the enormous power of International Financial Institutions (IFIs) and global trade groups such as the World Trade Organization (WTO) to set the rules of the global economy. Collective name for World Bank Group and the International Monetary Fund (IMF), institutions established in 1944 at Breton Woods, New Hampshire, USA, to assist with reconstruction and revitalization after World War II.
12

1.4) Role of Banks and financial institution in the economy

Money lending in one form or the other has evolved along with the history of the mankind. Even in the ancient times there are references to the moneylenders. Shakespeare also referred to Shylocks who made

unreasonable demands in case the loans were not repaid in time along with interest. Indian history is also replete with the instances referring to indigenous money lenders, Sahukars and Zamindars involved in the business of money lending by mortgaging the landed property of the borrowers. Towards the beginning of the twenty-first century, with the onset of modern industry in the country, the need for government regulated banking system was felt. The British government began to pay attention towards the need for an organized banking sector in the country and Reserve Bank of India was set up to regulate the formal banking sector in the country. But the growth of modern banking remained slow mainly due to lack of surplus capital in the Indian economic system at that point of time. Modern banking institutions came up only in big cities and industrial centers. The rural areas, representing vast majority of Indian society, remained dependent on the indigenous money lenders for their credit needs. Independence of the country heralded a new era in the growth of modern banking. Many new commercial banks came up in various parts of the country. As the modern banking network grew, the government began to realize that the banking sector was catering only to the needs of the well-to-do and the capitalists. The interests of the poorer sections as well as those of the common man were being ignored. In 1969, Indian government took a historic decision to nationalize 14 biggest private commercial banks. A few more were nationalized after a couple of years. This resulted in transferring the ownership of these banks to the State and the Reserve Bank of India could then issue directions to these banks to
13

fund the national programmers, the rural sector, the plan priorities and the priority sector at differential rate of interest. This resulted in providing fillip the banking facilities to the rural areas, to the under-privileged and the downtrodden. It also resulted in financial inclusion of all categories of people in almost all the regions of the country. However, after almost two decades of bank nationalization some new issues became Finance is the life blood of trade, commerce and industry. backbone any Now-a-days, of modern mainly the banking sector acts as the business. Development of country upon depends

contextual. The service standards of the public sector banks began to decline. Their profitability came down and the efficiency of the staff became suspect. Non-performing assets of these banks began to rise. The wheel of time had turned a full circle by early nineties and the government after the introduction of structural and economic reforms in the financial sector, allowed the setting up of new banks in the private sector. The new generation private banks have now established themselves in the system and have set new standards of service and efficiency. These banks have also given tough but healthy competition to the public sector banks.

banking system. The term bank is derived from a Bench days, lenders European or the French or Money money money word Banco which means exchange table. In olden

changers used to display (show) coins of different countries in big heaps (quantity) on benches or

tables for the purpose of INDIAN BANK SECTOR: HISTORY, GROWTH AND REFORM lending or exchanging. A bank is Banking in India originated in the last decades of the 18th century.aThefinancial first institution which deals banks were The General Bank of India, which started in 1786, and Bank of with deposits Hindustan, which started in 1790; both are now defunct. The oldest bank in and advances and other existence in India is the State Bank of India, which originated in the Bank of related services. Calcutta in June 1806, which almost immediately became the Bank of Bengal. It receives money from This was one of the three presidency banks, the other two being the Bank of
14

those who want to save in the form of deposits and it lends money to those

Bombay and the Bank of Madras, all three of which were established under charters from the British East India Company. For many years the Presidency banks acted as quasi-central banks, as did their successors. The three banks merged in 1921 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India in 1955. Merchants in [Calcutta] established the Union Bank in 1839, but it failed in 1848 as a consequence of the economic crisis of 1848-49. The Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank in India.(Joint Stock Bank: A company that issues stock and requires shareholders to be held liable for the company's debt) It was not the first though. That honor belongs to the Bank of Upper India, which was established in 1863, and which survived until 1913, when it failed, with some of its assets and liabilities being transferred to the Alliance Bank of Simla. Foreign banks too started to app, particularly in Calcutta, in the 1860s. The Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860, and another in Bombay in 1862; branches in Madras and Pondicherry, then a French colony, followed, established itself in Bengal in 1869. Calcutta was the most active trading port in India, mainly due to the trade of the British Empire, and so became a banking center. The first entirely Indian joint stock bank was the Oudh Commercial Bank, established in 1881 in Faidabad. It failed in 1958. The next was the Punjab National Bank, established in Lahore in 1895, which has survived to the present and is now one of the largest banks in India. Around the turn of the 20th Century, the Indian economy was passing through a relative period of stability. Around five decades had elapsed since the Indian Mutiny, and the social, industrial and other infrastructure had improved. Indians had established small banks, most of which served particular ethnic and religious communities. The presidency banks dominated banking in India but there were also some exchange banks and a number of Indian joint stock banks. All these banks operated in different segments of the economy. The exchange banks, mostly owned by Europeans, concentrated on financing foreign trade. Indian joint
15

stock banks were generally undercapitalized and lacked the experience and maturity to compete with the presidency and exchange banks. This segmentation let Lord Curzon to observe, "In respect of banking it seems we are behind the times. We are like some old fashioned sailing ship, divided by solid wooden bulkheads into separate and cumbersome compartments." The period between 1906 and 1911, saw the establishment of banks inspired by the Swadeshi movement. The Swadeshi movement inspired local

businessmen and political figures to found banks of and for the Indian community. A number of banks established then have survived to the present such as Bank of India, Corporation Bank, Indian Bank, Bank of

Baroda, Canara Bank and Central Bank of India. The fervor of Swadeshi movement lead to establishing of many private banks in Dakshina Kannada and Udupi district which were unified earlier and known by the name South Canara (South Kanara ) district. Four nationalized banks started in this district and also a leading private sector bank. Hence undivided Dakshina Kannada district is known as "Cradle of Indian Banking". During the First World War (19141918) through the end of the Second World War (19391945), and two years thereafter until the independence of India were challenging for Indian banking. The years of the First World War were turbulent, and it took its toll with banks simply collapsing despite the Indian economy gaining indirect boost due to war-related economic activities.

1.5) Position of Indian Banking Sector at Post Independence

The partition of India in 1947 adversely impacted the economies

of Punjab and West Bengal, paralyzing banking activities for months. India's independence marked the end of a regime of the Laissez-faire for the Indian banking. The Government of India initiated measures to play an active role in the economic life of the nation, and the Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed economy. This resulted into greater involvement of the state in different segments of the

16

economy including banking and finance. The major steps to regulate banking

included:

The Reserve Bank of India, India's central banking authority, was established in April 1934, but was nationalized on January 1, 1949 under the terms of the Reserve Bank of India Act, 1948 (RBI, 2005b).

In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India".

The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI, and no two banks could have common directors.

1.6) At the time of Nationalization

Despite the provisions, control and regulations of Reserve Bank of India, banks in India except the State Bank of India or SBI, continued to be owned and operated by private persons. By the 1960s, the Indian banking industry had become an important tool to facilitate the development of the Indian economy. At the same time, it had emerged as a large employer, and a debate had ensued about the nationalization of the banking industry. Indira Gandhi, then Prime Minister of India, expressed the intention of

the Government of India in the annual conference of the All India Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The meeting received the paper with enthusiasm. Thereafter, her move was swift and sudden. The Government of India issued an ordinance ('Banking Companies (Acquisition and Transfer of Undertakings) Ordinance, 1969') and nationalized the 14 largest commercial banks with
17

effect from the midnight of July 19, 1969. These banks contained 85 percent of bank deposits in the country. Jayaprakash Narayan, a national leader of India, described the step as a "masterstroke of political sagacity." Within two weeks of the issue of the ordinance, the Parliament passed the Banking Companies (Acquisition and Transfer of Undertaking) Bill, and it received the presidential approval August 1969. A second dose of nationalization of 6 more commercial banks followed in 1980. The stated reason for the nationalization was to give the government more control of credit delivery. With the second dose of on 9

nationalization, the Government of India controlled around 91% of the banking business of India. Later on, in the year 1993, the government merged New Bank of India with Punjab National Bank. It was the only merger between nationalized banks and resulted in the reduction of the number of nationalized banks from 20 to 19. After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer to the average growth rate of the Indian economy.

1.7) At the time of Liberalization

The IT revolution had a great impact in the Indian banking system. The use of computers had led to introduction of online banking in India. The use of the modern innovation and computerization of the banking sector of India has increased many folds after the economic liberalization of 1991 as the country's banking sector has been exposed to the world's market. The Indian banks were finding it difficult to compete with the international banks in terms of the customer service without the use of the information technology and computers. The RBI in 1984 formed Committee on Mechanization in the Banking Industry (1984) whose chairman was Dr C Rangarajan, Deputy
18

Governor, Reserve Bank of India. The major recommendations of this committee were introducing MICR Technology in all the banks in the metropolis in India. This provided use of standardized cheque forms and encoders. Committee for proposing Legislation on Electronic Funds Transfer and other Electronic Payments (1995) emphasized on EFT system. Electronic banking refers to doing banking by using technologies like computers, internet and networking, MICR, EFT so as to increase efficiency, quick service, productivity and transparency in the transaction. Apart from the above mentioned innovations the banks have been selling the third party products like Mutual Funds, insurances to its clients. Total numbers of ATMs installed in India by various banks as on end March 2005 is 17,642. The New Private Sector Banks in India is having the largest numbers of ATMs which is full off site ATM is highest for the SBI and its subsidiaries and then it is followed by New Private Banks, Nationalized banks and Foreign banks. While on site is highest for the nationalized banks of India.

BANK GROUP

NUMBER OF BRANCHES

ON SITE ATM 3205 1548 800

OFF SITE ATM 1567 3672 441

TOTAL ATM 4772 5220 1241

NATIONALISED BANKS STATE BANK OF INDIA OLD PRIVATE SECTOR BANKS NEW PRIVATE SECTOR BANKS FOREIGN BANKS

33627 13661 4511

1685

1883

3729

5612

242

218

579

797

19

CHAPTER 2: SARVODAYA SAHAKARI BANK LTDs PROFILE

20

ABOUT SARVODAYA SAHAKARI BANK LTD

Established in the year 1982 with an authorized Share Capital of Rs. 25.00 lacs and the paid up Share Capital of Rs. 4.00 lacs The Sarvodaya Sahakari Bank Ltd., Surat is rightly bracketed as one of the leading and top-most co-op. banks of the city. From a small rental place into the centrally air-conditioned well equipped premises, Bank had leapfrogged in the year 1991. To meet with the high-tech demand of the time, Bank got fully computerized in the year 1993 and gratified the inhabitants of the City with its efficient services. Thereafter many Banks took a leaf out of it and got themselves computerized. To serve the larger number of people, the Bank kept on opening its branches. At present Bank is having network of 7 (Seven) branches across Surat City. To compete and meet with the demand of time, in Feb08, Bank started implementation of CBS facility at the Head Office, so that its customers can avail better facilities. In a short span of 1 year, it linked-up all its branches with CBS. To ease the burden of its customers and to offer them better services, Bank has also initiated Mobile (SMS) banking services. It also desires to offer off Site ATM services in the different areas too. Bank has also installed KIOSK at all the branches so as to get the account information for its customers. Above that the Bank is to provide Internet Banking facility to its customers shortly after completion of certain required procedures. Realizing the fact of difficulty in the survival only on the income out of the Banking business, the Bank has entered into the Life Insurance field with the help of Kotak Mahindra Old Life Insurance Ltd. on its foundation day (i.e. 08TH May 2008) to expand and flourish. Moreover the Bank is already at work of protecting the assets & valuables of its customers through the General Insurance Policy in affiliation with ICICI Lombard General Insurance Co. Ltd. and is earning handsome commission from its non-banking business.

21

2.1) Board of Directors

NAME Prafulchandra A .Shah Rameshchandra J. Reshamwala Dr. Jainabad B .Bhakta Dr. Kanubhai G. Mavani Dr. Bharatbhai N. Shah Madhusudan N. Katargamwala Kanubhai H. Shah Rajendra N. Chokhawala Dr. Nanubhai D. Harkhani Mahendra R. Kajiwala Kirit G. Gandhi Vipinbhai N. Shah Utpalbhai C. Choksi DESIGNATION Chairman Vice Chairman Managing Director Managing Director Managing Director Managing Director Managing Director Managing Director Managing Director Managing Director Managing Director Expert Director Expert Director

2.2) Bank Branch Detail:

Sr. 1 Branch Name Head Office : (Varachha Road) 2 Ring Road (Khatodara) Branch Address 'Shrinidhi', Khand ATM Bazar, Yes Locker No

Varachha Road, Surat 395006 Centre Point Building, Yes No

Nr.Kadiwala School, Ring Road, Khatodara, Surat - 395003

Ved Road Branch

Ramji Chambers, Ramji Nagar, Yes Opp. Nani Bahucharaji temple, Ved Road, Surat - 395004

Yes

Athwalines Branch

M-25, Sargam Shopping Centre, Yes Parle Point, Surat

Yes

22

Puna-Kumbhari Branch

N J Complex, Puna - Kumbharia Yes Road, Magob, Surat

Yes

Textile Market Branch

L-G/

259-262,

Adarsh

Textile Yes

No

Market - I Opp. Textile Market, Ring Road, Surat 7 Bamroli Pandesara Branch Plot No-B/34-35 ,Jalaram Nagar, Yes Piyush Point Char Rasta, Gujarat Housing Board Main Road, Yes

Pandesara Surat-394221

2.3) Glimpses at a glance

The Bank became the FIRST of its kind in the South Gujarat & second in the State of Gujarat by providing the ATM Facility to its customers SINCE 1996. The Bank was the first Co-op. Bank in Gujarat to offer the VAT (View Account Terminal) facility at all its branches. It was the FIRST Co-op. Bank to get the approval for sanction of Term Loans under TUF Scheme. By The National Federation of Co-op Credit Society (Delhi), the Bank got the Second position in the year 1998 & 99 at the national level for getting Class A Audit & for being the non-controversial Bank. It also acquired the FIRST position in the district for the Best services at the competition staged by the Surat Jilla Sahakari Sangh in the year 2001-02. Further in the year 2008-09, Bank secured the 2nd prize for the stunning performance in the entire south Gujarat at the function of Toppers Award organized by South Gujarat Banks Association. It is the ONLY Bank in the Surat City to cater to the needs of huge nose of flood Victims in the year 2006. It is also affiliated with some Charitable Institutions for a Good cause of serving persons economically weak.

23

SARVODAYA SAHAKARI BANK LTDS SERVICE

Loan
Sarvodaya Bank basically provides different types of loans for facilitating their Account holder. The different types of loans are as under. Personal Loan New Vehicle Loan Home Loan Property Mortgage Loan O.D Facility C.C Facility Machinery Loan Customer Durables Loan Loan against Securities

Now we will see the bank Criteria regarding loan and their process as per Sarvodaya banks declaration. The eligibility criteria, banks rate, other charges, Methodology for application are given as under. 2.4) PERSONAL LOAN 1. Eligibility Criteria: Any salaried person or Professionals or self Employed is eligible for bank loan. The purpose considered are, social cause or small repairs of property or Child education etc. Loan granted up-to 5 times of the net monthly income of the applicant/s or Rs.1 lacs whichever is less. Bank requires minimum of two personal guarantees having income/asset expectable to the Bank. Effective Rate of Interest: 14 % * Pre-payment Charges: Nil Share Money Contribution: 5 % of the Loan Sanctioned. Tenure For Repayment: Maximum up-to 40 months. 2. How to Apply: An application in Banks Prescribed Form duly filled up having been affixed with the Photographs of the applicant/s and guarantors along with their signatures to be supported by the papers / documents detailed as under.
24

Processing Charges: Nil

For the Applicant/s: Photo I.D. Income Proof. Proof of Immovable Property if owned by the applicant. Bank A/c Statement for the last six months. Statement of A/c for Loan/ Advance facility availed from other Bank/ F.I A letter of undertaking from the employer to deduct of EMI from salary in case of salaried person if agreed by their Employers. For the Guarantors: Photo I.D. Income Proof. Residential Address Proof Proof of Immovable Property if owned in their name. Residential Address Proof

2.5) VEHICLE LOAN 1. Eligibility Criteria: Any salaried persons/Professionals - Self Employed/Businessman CAN APPLY FOR Vehicle loan at Sarvodaya Bank at any branch or Main office. The condition is only for the purpose of purchase of New Vehicle for personal usage not other than that. Loan amount will depend upon the repaying capacity of the applicant and the worth of the personal guarantees offered. 2. For application under Quick Disposal Scheme: Particular Two Maximum Loan Amount Vehicle Four Vehicle Wheelers 500000/Partition Amount (Rs)

Wheelers 50000/-

25

3. Personal Guarantee having income/asset expectable to the Bank: Two Wheelers Vehicle At least One Person. Four Wheelers Vehicle At least Two Persons

Rate of Interest:

For Two Wheelers Loan For Four Wheelers Loan

13% 12 %. Rs. 100/Rs. 500/Max. 24 Month Max. 48 Month Nil Nil

Processing Charges:

For Two Wheelers Loan For Four Wheelers Loan

Tenure For Repayment:

For Two Wheelers Loan For Four Wheelers Loan

Pre-payment Charges

For Two Wheelers Loan For Four Wheelers Loan

Share Money Contribution

2.5 % of the Loan Sanctioned.

4. How To Apply: An application in Banks Prescribed Form duly filled up having been affixed with the Photographs of the applicant/s and guarantors along with their signatures to be supported by the papers / documents detailed as under. For the Applicant/s: Income Proof. Copy of I.T Pan Card. Residential Address Proof Proof of Residential Property owned by the applicant / member of the family. Bank A/c Statement for the last six months.
26

Copy of Driving License.

Statement of A/c for Loan / Advance facility availed from other Bank / F.I

For the Guarantors: Photo I.D. Residential Address Proof Proof of Immovable Property if owned in their name. Income Proof.

2.6) HOME LOAN 1. Eligibility Criteria: Any person having sufficient repaying capacity, for the purpose of Purchase or Construct a House Property and residence within the District Surat are eligible for the Home loan at Sarvodaya bank. For Loan maximum up to 85 % of the Purchase Cost as per Sale Agreement or Cost of Construction as per Construction Agreement in case new Construction or Valuation by the approved velour of the Bank whichever is less. Loan amount will depend upon the repaying capacity of the applicant and the worth of the personal guarantees offered. 1. Personal Guarantee: of at least two persons having income / asset expectable to the Bank. 2. Primary Security: Mortgage of the House Property. 3. Rate of Interest Floating Scheme: 10 %. (Shall be changed if required by the bank after a Period of 2 years) 4. Rate of Interest Fixed Scheme: 11 %. 5. Interest Scheme once selected at the time of disbursement cant be changed afterwards. 6. Processing Charges: Minimum Rs. 250/- Or 0.50 % of the Sanctioned Amount out of which Rs.250/- to be deposited at the time of submission of the loan application. 7. Pre-Payment Charges: Nil 8. Share Money Contribution: 2.5 % of the Loan Sanctioned.

27

9. Tenure For Repayment: Maximum 180 Months, depending upon the age of the applicant/ co-applicants. 10. How to Apply: An application in Banks Prescribed Form duly filled up having been affixed with the Photographs of the applicant/s and guarantors along with their signatures to be supported by the papers / documents detailed as under. For the Applicant/s: Income Proof. Present Residential Address Proof. Copy of Sale Agreement in case of purchase of house property. Copy of I.T Pan Card.

In case of construction: A copy of Construction agreement. A copy of sale-deed of the land. A copy of approved plan along with the permission granted by S.M.C. Bank A/c Statement for the last six months. Statement of A/c for Loan / Advance facility availed from other Bank / F.I. For the Guarantors: Photo I.D. Residential Address Proof Proof of Immovable Property if owned in their name. Income Proof.

2.7) PROPERTY MORTGAGE LOAN 1. Eligibility Criteria: For the purpose of Business bank can approve loan maximum up to 50 % Valuation of the property by the Banks approved velour. Property offered for mortgage requires Titles Clearance certificate from Banks approved advocate (This requires before disbursement of loan). Loan amount will depend upon the repaying capacity and nature of business of the applicant and the worth of the personal guarantees offered.

28

2. Personal Guarantee: of at least two persons having income-asset expectable to the Bank. 3. Primary Security: Mortgage of the Property offered. 4. Rate of Interest: 13 % 5. Processing Charges: At the prevailing rates of the Bank from time to time. 6. Pre-Payment Charges: Nil 7. Share Money Contribution: 2.5 % of the Loan Sanctioned. 8. Tenure for Repayment: Maximum 60 Months. 9. How to Apply: An application in Banks Prescribed Form duly filled up having been affixed with the Photographs of the applicant/s and guarantors along with their signatures to be supported by the papers / documents detailed as under. For the Applicant/s: Income Proof. Proof regarding Registrations of the business. Proof regarding place of Original Title deeds of the Property to be mortgaged at the time of mortgage. Bank A/c Statement for the last six months. Statement of A/c for Loan / Advance facility availed from other Bank / F.I.

business. Copy of I.T. Pan Card of the applicant/s. Residential Address Proof of the applicant/s. For the Guarantors: Photo I.D. Residential Address Proof

Income Proof.

Proof of Immovable Property if owned in their name.

2.8) OVER DRAFT FACILITY 1. Eligibility Criteria:

29

For the purpose of Business bank can approve loan maximum up to 50 % Valuation of the property by the Banks approved velour. Property offered for mortgage requires Titles Clearance certificate from Banks approved advocate (This requires before disbursement of loan). Amount of Credit Facility will depend upon the nature of business of the applicant and the worth of the personal guarantees offered. Personal Guarantee: at least two persons having income / asset expectable to the Bank Primary Security: Mortgage of the Property offered. Rate of Interest: 14 %. Processing Charges: At the prevailing rates of the Bank from time to time. Pre-Payment Charges: Nil Share Money Contribution: 2.5 % of the Loan Sanctioned. Renewal: Limit required to be renewed every year. Tenure for Repayment: This limit will be reduced @ 20 % every year at the time of renewal and required to be satisfied in full on or before 5 years. 2. How to Apply: For the Applicant/s: Income Proof. Proof regarding Registrations of the business. Proof regarding place of Original Title deeds of the Property to be mortgaged at the time of mortgage. Bank A/c Statement for the last six months. Statement of A/c for Loan / Advance facility availed from other Bank / F.I.

business. Copy of I.T. Pan Card of the applicant/s. Residential Address Proof of the applicant/s. For the Guarantors: Photo I.D. Residential Address Proof

Income Proof.

Proof of Immovable Property if owned in their name.

30

2.9) CASH CREDIT FACILITY 1. Eligibility Criteria: For the purpose of Business bank can approve maximum credit up to 20 % the annual sales Turnover by the Banks approved velour. (Own contribution @ 5 % of the C.C. Limit sanctioned is required). Amount of Credit Facility will depend upon the nature of business of the applicant, offering of collateral security and the worth of the personal guarantees. 3. Personal Guarantee: of at least two persons having income / asset expectable to the Bank. 4. Primary Security: Hypothecation of Stock & Book debts (i.e. not more than 60 days.) 5. Collateral Security: Not required for Limit below Rs. 2.00 lacs. 6. Drawing Power: 65 % of the Paid stock Plus Book debts for not more than 60 days on submission of the stock book debt statements every month (i.e .D.P. will not exceed the sanction limit). 7. Rate of Interest: 11.50 % 8. Processing Charges: At the prevailing rates of the Bank from time to time. 9. Pre-Payment Charges: Nil 10. Share Money Contribution: 2.5 % of the Limit Sanctioned. 11. Renewal: Limit required to be renewed every year.
Tenure for Repayment: This limit will be reduced @ 20 % every year at the

time of renewal and required to be satisfied in full on or before 5 years .

How to Apply:

For the Applicant/s: Income Proof.

31

Proof regarding Registrations of the business. Proof regarding place of

Copy of I.T. Pan Card of the applicant/s. Residential Address Proof of the applicant/s.

business.

Original Title deeds of the Property to be mortgaged at the time of mortgage. Bank A/c Statement for the last six months. Statement of A/c for Loan / Advance facility availed from other Bank / F.I.

For the Guarantors: Photo I.D. Residential Address Proof Proof of Immovable Property if owned in their name. Income Proof.

2.10) MACHINERY LOAN 1. Eligibility Criteria: For purchase of new machinery for the purpose of Business, Bank can allowed Maximum Loan facility @ 75 % of the Cost of machinery. Amount of Loan will depend upon the repaying capacity, Nature of business, offering of collateral security and the worth of the personal guarantees. Personal Guarantee: of at least two persons having income / asset expectable to the Bank. Primary Security: Hypothecation of Machinery. Collateral Security: Not required for Limit below Rs. 2.00 lacs. Rate of Interest: 12.00 % Processing Charges: At the prevailing rates of the Bank from time to time. Pre-Payment Charges: Nil Share Money Contribution: 2.5 % of the Limit Sanctioned. Renewal: Limit required to be renewed every year.
32

Tenure For Repayment: Loan to be repaid in maximum 60 EMI. How To Apply: Same as Methodology of C.C facility.

2.11) loan against security

Sr. 1 2 Types of Loan Against pledge NSC/KVP Against Assignment of LIC Policy 3 Against Non-cum. RBI/UTI Bond 4 Against pledge of Gold ornament 5 Against FDR Rs.9500 per every 10 Gms. 90% of FD Amount FD Rate + 1% 11% Maximum Limit 80% of Face Value 90% Of Surrender Value 70% face value 10% Rate of Interest * 10% 10%

2.12) Various Deposit Schemes:

FIXED DEPOSIT SCHEMES Sr. Period(Days) Rate of Interest 1. 30 to 45 2. 46 to 90 3. 91 to 180 4. 181 to 365 5. 366 to 730 6. 731 to 1095 7. 1096 to 1825 8. Above 1826 4.50% 5.50% 6.50% 7.50% 9.00% 9.50% 10.00% 9.00% FLEXI DEPOSIT Minimum Rs.10000/- Thereafter In Multiplication of Rs.1000/Maximum Years. 1% Less Of Above Interest Rate. Withdraw able before maturity in parts in multiplication of Rs. 1000/- as and when needed without charging penal interest. Period Up To 5

33

GOLDEN MONTHLY INCOME PLAN (GMIP) Get monthly interest by investing in this scheme. Facility to get monthly interest credit to savings account with our bank or get cheque for monthly interest in advance for the entire tenure of deposit.

RECURRING DEPOSIT

Sr.

Months

Amount

Rate

Maturity Amount (Rs)

1. 2. 3. 4. 5.

12 24 36 48 60

100 100 100 100 100

9.00% 9.50% 10.00% 10.00% 10.00%

1260.00 2651.00 4208.00 5911.00 7791.00

REINVESTMENT DEPOSIT SCHEME In this scheme customer will get interest RE-INVESTED on deposit amount. Minimum period of deposit would be 15 months & above.

Mobile Banking:
Mobile banking (also known as M-Banking) is a term used for performing, account transactions, credit applications, balance checks payments, and other banking transactions through a mobile device such as a mobile phone or Personal Digital Assistant (PDA). The earliest mobile banking services were offered over SMS, a service known as SMS banking. Mobile Banking Service over Application/Wireless Application Protocol (WAP) The service is available on java enabled /Android mobile phones (with or without GPRS) where the user is required to download the application on to the mobile handset. The service can also be availed via WAP on all phones (java/non java) with GPRS connection.
34

The following functionalities are available:

Funds transfer. (within and outside the bank) Interbank Mobile Payment Services. (IMPS) Enquiry services. (Balance enquiry/ Mini statement) Cheque book request. Demat Enquiry Service. Bill Payment (Utility bills, credit cards, Insurance premium), Donations, Subscriptions

Mobile Top up.

Business Rules: All Current/ Savings Bank Account holders in P segment are eligible. Transaction limit per customer per day is Rs.50,000/- with a calendar month limit of Rs.2,50,000/- All customers can avail the Service irrespective of their telecom service provider. The Service is free of charge. SMS/GPRS cost will be borne by the customer. Mobile Banking Service over SMS: The service is available on all phones (java/non java) with/without GPRS connection. No need to download the application. Ordinary SMS charges are applicable. The following functionalities are available:

Enquiry Services (Balance

Enquiry/Mini Statement)

IMPS- Mobile to Mobile

Transfer

Mobile Top up

Change MPIN

Stamp Franking:
Franking (or "franks") are any and all devices or markings such as postage stamps (including those pre-printed on postal stationery), printed or stamped impressions, coding, labels, manuscript writings (including "privilege"
35

signatures), and/or any other authorized form of markings affixed or applied to mails to qualify them to be post ally serviced.

36

CHAPTER: 3 INTRODUCTION TO THE RESEARCH

37

3.1) Literature Review

Defining and measuring quality in services might be difficult due to the intangible nature of the service offering. The researches on service quality have been carried out within the framework of widely accepted service quality servqual instrument since then; many researchers have used the 22-items scale to study service quality in different sectors of the service industry including financial institutions The service quality model was derived from the magnitude and directions of five gaps as follows: Gap 1 (Understanding): the difference between customer expectations and management perceptions of customer expectations Gap 2 (Service Standards): the difference between service quality specifications and management perceptions of consumer expectations. Gap 3 (Service Performance): the difference between service quality specifications and the service actually delivered. Gap 4 (Communications): the difference between service delivery and what is communicated about the service to customers. Gap 5 (Service Quality): The difference between customer expectation of service quality and customer perception of the organizations performance

Quality is the keyword for survival of organizations in the global economy. Organizations are undergoing a shift from a production-led philosophy to a customer-focused approach. Competitiveness of a firm in the post-liberalized era is determined by the way it delivers customer service. Quality is the keyword for survival of organizations in the global economy. Organizations are undergoing a shift from a production-led philosophy to a customerfocused approach. Competitiveness of a firm in the post-liberalized era is determined by the way it delivers customer service.

I have collected the three different repots which somewhere related with the Banking and Service sector which really gives good conclusions. This was very helpful to me for the decision making and analysis of my research. The findings and their conclusion has been included here for more reference and
38

their source also been included in the Bibliography in the part of literature review. Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value: (2012) (page No: 17, 18, 19, 20) (worded by Saif Ullah Malik) Regression and correlations analysis The results of testing mediating model using a stepwise regression analysis are shown in Table 4. In this model testing, independent variable in Step 1 was then followed by entering, mediating variable in Step 2. An examination of multicollinearity in the coefficients table shows that the tolerance values for the relationship between the independent variable (i.e. perceived service quality) and the dependent variable (i.e., customer satisfaction) were 0.986., indicating the variables were not affected by multicollinearity problem. The outcomes of testing hypotheses in two Steps: Step 1 showed that relationship between perceived value and perceived service quality are significantly correlated with customer satisfaction (=.306, p<0.001), therefore H1 supported. Measuring Service Quality in Retail Banking Sector in Context of Gujarat: (2012) (Page No: 43) (worded by parmita Mehta): When compared with customers expectations, reliability dimension of service quality shows the highest shortfall considering all banks together and the dimension of assurance shows the smallest gap. The type of account is the

demographic variable in the given context that could be used to profile the two segments. Responsiveness is the most important dimension in influencing overall quality perception, overall customer satisfaction, likelihood for recommendation and loyalty intention. The tangible is the second most important dimension in influencing the above constructs. Determining the gap between customer Expectation and perception In retail Banking: (2012) (Page No: 26) (worded by Ganesh P and Dr. R Nandagopal) The study confirms that there is significant gap between the customers expected service and perceived service level in retail banking across all service quality dimensions, which leads to dissatisfaction and noncommittal approach towards the service provider.
39

A customer is not just

money in the cash register. He is a human being with feelings and deserves

to be treated with respect.

Any business without a focus on customer

satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and your customer retention rate will decrease. Customer perception on service quality in banking sector: with special reference to Indian private banks in Moradabad region: (2012) (Page No: 600, 601, 602) (worded by Vibhor jain, Dr.Sonia Gupta, Smrita Jain) There is an urgent need for the banking services to reaffirm themselves in view of the cutthroat competition, which is close on the anvil. The banks shall have to reorient themselves in terms of the customer service parameters to instill the concept of quality service in the mind of the customer and therefore the growth. Strategically speaking, the banks in the private sector should focus more on improving the infrastructure. The infrastructure not only involves the information technology input in the branches but also the physical evidence, internal environment and layout. This is due to the fact that recently like in other services, in banking also the internal ambience of the organization has a positive impact on the customers. The customers trust the public sector banks. These banks have existed in the market for a longer period than the private sector banks. The reliability factor is a positive factor for these banks. They should position themselves in the market on the basis of this dimension and promote themselves aggressively. This will not only help them survive the present onslaught from private sector banks, but also be competitive in the market. The Private sector Banks should be improved in such point of view the growing needs of the customers are evident from the wide array of services being offered by the banks like insurance, mutual funds, depository services, etc. According to Reserve Bank of India, the voluminous increase of 14,85,643 crores in the retail financing schemes of the various banks indicates the varied needs of the customers, in which the private sector banks have emerged as the significant players. This in turn points towards the degree of readiness, which these banks are demonstrating towards the customers and their needs. Besides this, these banks should follow the strategy of differentiation of service offers from one another. Last but not the least, the customer base of the public sector banks is very big as
40

compared to the private sector banks, therefore it is important to retain them with the banks. It becomes imperative for the private sector banks to train their employees to treat the customers with empathy. This can give the required leading edge and finally the competitive advantage over the public sector banks. The study indicates that the responsiveness is a most critical factor. The private sector banks like HDFC & ICICI Bank have emerged as the leading bankers. It is more so due to the fact that they have proven to be more responsive to the customers needs. However, in order to be more successful in the market, the private sector banks shall have to be more innovative in terms of the product offers to the customers and compete aggressively in the market. The other aspect however, which needs to be strategized is the reliability. As indicated by the study, the private sector HDFC bank leads in reliability when compared to the other private sector banks. Therefore, these banks should make relevant strategies for gaining reliability. Customers perception of service quality of State Bank of India - A Factor Analysis: (2011) (Page No: 24) (Dr. Mrs. G. Santhiyavalli) Service quality should be used as a strategic tool to get a competitive advantage over the competitors. With the increasing levels of globalization of the Indian banking industry, and adoption of universal banks, the competition in the banking industry has intensified. Any where and any time banking now become a reality .Recognition of service quality now acts as a competitive weapon. Analysis of gap score reveals that in State Bank of India Empathy has maximum average score of 3.240 among other four dimensions. The factor analysis clearly indicates that among five dimensions Reliability, Responsiveness, Empathy and Tangibility are the major factors

responsible for customer satisfaction which stood at 90 percent regarding the services provided by State Bank of India. Thus based on the percent level of customer satisfaction, the State Bank of India has scope to improve the quality of the service rendered to its customers to ensure their loyalty. Service Quality Perception and Customers Satisfaction in Internet Banking Service: A Case Study of Public and Private Sector Banks:
41

(2011) (page No: 63) (Dr. Vijay M. Kumbhar) In the modern banking service internet banking is one of the convenient banking services. It provides wider benefits to the customers. All banks were not providing quality internet banking services. Our study indicates that, overall service quality and

customer satisfaction in internet banking services is approximate same. However, dimension wise service quality was differed by type of banks. The second hypothesis of this study has been tested using correlation test. Here spearmans rho non-parametric correlation test was performed to understand correlation between each of service quality dimensions and overall customer satisfaction in Internet banking. As per SPSS 19.0 user manual multiple correlation test is useful to assess relation between multiple independent variable and one dependent variable. Therefore, we have performed spearmans rho non-parametric correlation test and result shows that there was a significant relationship between all dimensions and overall customer satisfaction, it leads to accept null hypothesis The present research evidence that most of internet banking users were male (81.2%), with a age group between 25 to 35 (34.7%), 36 to 50 years (34.8%), graduates (49.5%), post graduates (41.1%), Businessman (36.4%), employees (31.6%). Income wise data shows that there most of users were belongs to middle income group. About 56.45% users were from annual income group of Rs 3 to 8 lacs; 18.30% were from annual income group of more than 8 lacs and remaining was from annual income group of below than Rs. 3 lacs. This data indicates that reject null and accept alternative hypothesis 1 i.e. Alt: All types of customers are not using internet banking services i.e. male and female; semi literate and highly literate; belongs to all professions; belongs to low and high income group Service Quality Attributes Affecting Customer Satisfaction in Banking Sector of India: (2010) (page No: 97) (worded by Uma Sankar Mishra, Jyoti Ranjan Das, Sanjib Pattnaik, Ayasa Kanta Mohanty) Delivering superior service quality appears to be a prerequisite for success of any service firms. As electronic banking becomes more prevalent, now-a-days customers are evaluating banks based more on their high-touch factors than on their high-tech factors in most of the developing economy like India. The
42

operationalization of customer satisfaction in banking sector is somewhat hazy, and it should be operationalized along the same dimensions that constitute service quality. In this context, two proposed structural equation models (SEMs) show the relationship between customer satisfaction on bank services and the attributes of the perceived service quality. The proposed models identify service quality attributes to improve, with the aim of offering bank services characterized by higher levels of quality.. Analysis of service quality gap and customers satisfaction in private banks: (2010) (page no: 1 to 17) (worded by Dr. S.P. Singh, Ms. Sunayna Khurana) The results of Gap 5 analyses showed that customers perception for private banks in Hissar District was lower than their expectations. In attributes like Bank staff giving customers best interest at heart, Personal attention given , Friendliness and courtesy of Bank staff, When My Bank promises to do something by a certain time, it will do so, Individual attention given by Bank staff ,the service quality gap were high (more than -1.00). The bigger is the gap the greater the need to improve the level of service quality. The study also found that male customers are dissatisfied with attributes like Bank staff giving customers best interest at heart, on the other side females are dissatisfied with other attributes as Personal attention given by bank employees. This means that banks have to give more importance to such attributes and must take steps to reduce the service quality gap. The study noted that perception &expectation of males & females related to 15 attributes of service quality are same. This explains that these fifteen attributes are of importance for both group of customers (male & female).Related to overall satisfaction with the banks services; it was also found that male customers are little more satisfied than female customers as the mean value of satisfaction level of male (3.43) is more than the mean value of satisfaction level of female customers (3.33). The study also revealed that there is no significant difference between the Satisfaction level of male & female customer related to Overall satisfaction, Personal Contacts of bank employees and Quality of Banking Services. This means that bank customers whether they are male or females are just satisfied with services of private banks. They have more expectations with banks. Therefore the Private Banks
43

Table 4: Hypothesis testing- h2, h3, h4, analysis of service quality gap and customers satisfaction in private banks18should adopt measures to reduce the service quality gaps specially related to attributes likes Bank staff giving customers best interest at heart, Personal attention given , Friendliness and courtesy of Bank staff, When My Bank promises to do something by ascertain time, it will do so and Individual attention given by Bank staff. Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia (2010) (page no: 402, 403) (worded by Jayaraman Munusamy, Shankar Chelliah and Hor Wai Mun)

Undoubtedly, no business can exist without customers. In the philosophical words of Peppers and Rogers The only value your company will ever create is the value that comes from customersthe ones you have now and the ones you will have in the future. This is absolutely true. Customer value is an asset to the organization. Hence, in order to maintain the customer, the organization needs to ensure that the right products and services, supported by the right promotion and making it available at the right time for the customers. While quality service and merchandise are essential in todays competitive market, it is equally important that a customer experiences the "Wow Effect" that only superior customer service can deliver. A business that caters to their customers` needs will inevitably gain the loyalty of their customers, thus resulting in repeat business as well as potential referrals. Consequently, it is imperative that businesses get to know their customers. Establishing a professional relationship with customers empowers us with the knowledge of what our customers need. When a business focuses on delivering what is of value to their customers, this will generate the potential for repeat business as well. The feedbacks from the survey is a testament to the customer satisfaction hypothesis most definitely, there exists a positive relationship between reliability with customer satisfaction. Similarly, the other attributes, such as; assurances, tangibles, empathy and responsiveness all have positive relationship with customer satisfaction. It is far more difficult to measure the level of performance and satisfaction when it comes to the intangible expectations. One of the ways to help obtain loyal customers is by having products and services that are so good that there is very little chance
44

that the customer requirements will not be met. Of course, one of the difficulties in understanding the true customer requirements is that the customer can and will change them without notice or excuse. Having a good recovery process for a dissatisfy customer is a very important and necessary process for any service organization. Banking Services and its Barrier: (2007) (Page No: 57) Worded By (Thorsten Beck, Asli Demirguc-Kunt and Maria Soledad Martinez Peria) This paper is the first effort to systematically document the existence of barriers to banking services. Using surveys of 193 banks in 58 countries, our data show significant variation in barriers to banking across countries. Though not without limitations, we think that this effort is important in identifying and understanding the channels through which financial exclusion works. Barriers like high minimum deposit balances, minimum loan amounts and fees can lead to exclusion by making these products unaffordable for large shares of the population. As a first attempt at capturing quantitative measures of cross-country differences in barriers to banking along the dimensions of physical access, affordability and eligibility, this paper is complementary to other efforts to collect data on access to financial services at the aggregate, firm- and household levels. We are still very much in the beginning of this work and richer data sources and in-depth analysis are needed to improve our understanding of access and its impact on economic outcomes. Report for E-Banking Service and Customer Review: (2007) (page No: 74) Worded By (Dr. Himani Sharma)Regarding bankers perspectives on ebanking activities of customers, the study reveals that there is not much awareness in Indian customers regarding use of e- banking services. But, the guidance and persuasion by bankers does promote the use of such services amongst the customers. There is greater incidence of e- banking usage among the middle age men (30 to 50 years of age); and women customers use such services much less frequently. Occupation-wise, the professionals, followed by business class, make more use of e-banking services. Bankers are satisfied regarding the retention rate and access rate of e-banking
45

customers and they are also satisfied with switch over rate of customers from traditional banking to e-banking. Regarding impact of e-banking, the study indicates that e-banking helps in improving the relationship between bankers and customers. The bankers expressed confidence that such bonds would bring improvement in the overall performance of banks. The willingness to use the e-Banking is directly related to the frequency of usage. There should be seminars/workshops/talks on the healthy usage of e- Banking, especially for those who are ATM or computer illiterates.

Brief report on SMMEs measure of satisfaction with banking services: (2008) (page no: 1 to 4) worded by (Professor N Biekpe) The findings strongly indicate that SMMEs are generally not happy with the core services they receive from their banks. However, when asked whether they will consider changing their banks they were very reluctant to do so because they felt that the situation will be similar in other competing banks. The main worry to SMMEs is bank charges and advice services provided by their banks. . Report for which field Banks Service should be Focused: Operation or Marketing: (2009) (page No: 45) Worded By (Ankita

Singh)The project opportunities provided was market segmentation and iden tifying prospective customers in potential geographical location

and convincing them to attract more customers so that new business opportunities of the bank can be explored. Through this project, it could be concluded that people are not much aware about the various products and services of the bank and many of them not interested to open an account, to invest money at all. The conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector.

Customer Satisfaction measurement in private bank sector: ( 2005) (page No: 143) Worded By (Robert Rele)The presented customer

satisfaction survey took place in two different branches of the Commercial Bank of India in the area of the city of Pune. I have found that in bank sector has a lot opportunity because of a lot of dissatisfaction and grievance
46

has been evaluated by statistical tool. The progress of Banking environment will be high rezone behind this is not only it is related the financial management but also a lot of improvement is expected by their customer for the bank services. below A more detailed presentation is presented

Measuring Service Quality: Study on Private commercial

Bank in India and Bangladesh: (2002) (page No: 46) Worded By (Mohammad Mizenure Rahaman)The research on measuring service quality has focused primarily on how to meet or exceed the external customers expectations, and has viewed service quality as a measure of how the delivered service levels equalize consumers expectations. This study measuring service quality of PCBs in Bangladesh and even India mainly studied on client expectation and perception about the services on different five dimensions. There are several interesting conclusion and research implications drawn from these results. One of the primary causes of service quality design failure is the lack of understanding of the evolving need and preferences of targeted customers

3.2) Problem Statement and Formulation

It is very first and most important step in the applied research process because poorly defined problem will not generate useful results. Poorly defined problem cause confusion and do not allow to develop a good Research Design. The selected basic problem is to study, - Determine the deference of SSBs perceived services and Account Holders expected services for SSB.

Many banks are far from the advantageous position because of scrawny ability to identify the gaps between the customer expectations and perception of service o f bank. If they are not able to identify those gaps effectively any banks will not sustain in the stiff competition. It is very fact and practical that if Account Holders are not satisfied with what they received from their bank representatives, grievance will increases and
47

even negative outcome will arise. So, this problem should deeply checked by doing research work on it. If it has done so, than it will very beneficial to the account holders and even management of the SSB. Hence, it should be very clear that the problem is to analyze the gap between the service perception and account holders expectations. A result of this analysis gives very clear idea to management of SSB regarding the correct way and significance of the Bank services.

3.3) Objective of the study

Objective is divided in two parts, primary and secondary. It suggests the clear objective of this project report. 1. Primary Objective: To analyze the financial sector with the help of SSB bank as one of the financial intermediately. To study the SSBs functions as whole. To implement and to get experience about the Research Methodology as the beginner in this field.

2. Secondary Objective: To analyze the impact of service quality and customer satisfaction of SSB. To find the most important dimensions of service quality that affect customer satisfaction of SSB. To identify the solution regarding grievance of Account Holder of SSB.

3.4) Scope of the Study

The scope of the study is limited to Surat city and the study is undertaken through Cluster Sampling Method.

48

3.5) Significance of the Study

1. To the Reader: Better Understand the quality of any banks services: This report is very help full to the entire individual including the SSBs account holders is judge the any banks services though important criteria pot rat in this report. Any individual can easily clears their opinions and dilemma of any banks services.

2. To the Management of SSB: Study will enable SSB to better understand their Account Holders: A thorough survey and interpretation will provide deep insights into every account holders expectations and the SSB will understand them in a much better way. SSB can identify the grievance of their account holders and can improve SSBs drawbacks very easily to remove the prevailing grievance easily. Study will allow SSB to design service method according to Account Holders requirements: To study this report, SSB can do better management which favors to their account Holders. The Study will helps to the management of SSB to improve the Service standard as per all kind of account holders expectation. The Gap of Management perception and account holders expectation will become low by implementing this study. 3. To the researcher: This project will clear the knowledge of various Bank services: At the end of this project, my knowledge regarding bank services will increases and even clear the banking service and methods.

49

It gives sufficient experience for conducting research methodology: By completing the research on the mention dilemma, I as a fresh researcher can get idea regarding how to do research. The methodology and important criterion been known to me. This gives me better experience regarding the research and implementation. In this way it helps me to upgrading the skills of research in myself.

50

CHAPTER 4 RESEARCH METHODOLOGY

51

4.1) Research Design

I am putting my research plan on the paper to make clear and transparent investigation for above stated problem. This plan is as under: I am planning to conduct the formal research within the time frame on summer training and within SSBs office hours. To justify my research question I am planning to collect the relevant data from different sources like, SSBs office record, magazines, Business statistics books, relevant software and even from different professionals. I am planning to use primary data by questionnaire with the help of communication study. To fill up the questionnaire I have decided to go with simple random sampling. I am going to take 300 all types of account holders of SSB out of 1lack 20 thousand account holders. (Population) hence it should be clear that entire variable is in my control which suggests experimental design. My objective is to identify the problem which really makes impact to other variables like services method, quality e t c. I want to study the gap between the perceived service of SSB and expected service of account holder of SSB. Meaning is to analysis what is the factor which influence to SSB service? This objective is based on causal study. The results and findings which I will derive from the end of this research it will influence to all the population of SSB. Hence my aim is to go with statistical study. By reading up to here I should to clear that this research will based on field condition.

4.2) Collection of Data

1. Primary Data: All the people from different profession were personally visited and interviewed. They were being the main source of the primary data for this research. The method of collection of primary data was direct personal interview through structured questionnaire.
52

2. Secondary Data: It was collected from internal sources. The secondary data was

collected on the basis of SSBs office file, official records, and newspapers. Also from reference book of research and business statistic, magazine and last management preserved information.

4.3) Sample Design and size

It was convenient for me to go with the sampling. This technique not only busts the speed of data collection but also create accuracy of the result. I have taken 300 as a sample sizes out of 1 lack 20 thousand all type of account Holders. To fill up the questionnaire I have made a plan, in which I will divide 300 questionnaires in the part of approx 45 for each branch of SSB, to get the view of all branch which situated at different location.

4.4) Data collection instrument

As I decided to collect data through Primary data collection, I have selected the Simple Survey method for collection of Primary Data. In the Survey method, I have selected Personal Survey for his data collection. For the collection of required Primary data, I have prepared the Questionnaire, which is enclosed at the end of the report. The Questionnaire includes question such as multiple choice questions. As per research design I have decided to collect 300 all type of account holders of SSB from 1 lack 20 thousand population.

4.5) Processing and analyzing the collected data

When I complete my field survey, I processed the collected data and analyze it in a systematic manner so that I can easily derive results from it. In order to derive meaningful outcomes from data, I have formed the data in tables and then use various Statistical tools and interpret the data as it is shown in the chapter of findings and analysis of data.

53

CHAPTER: 5 DATE ANALYSIS AND INTERPRETATION

54

Q1: Account holders experience regarding SSBs internal ambiance:

(Table 1)

Particular Good Environment Account Holder 30

Having Personal Attention 75

Not attentive Unexpected negative one 140 feeling 55

Pleasant & attractive decor

14%
Very Satisfied

46%

22%

Satisfied Neutral Dissatisfied

18%
(Chat 1)

Interpretation: As seen in the above table, 47% account holders have Grievance that the Bank representatives are not giving individual attention to them which they expected from the bank representatives. On other hand, only 10% Customer are in fewer of the Bank services. Its not gives much attention to result which derived from the Account Holders survey. It shows the dark line to management for their performance. There are only 25% account holders which are satisfied with the services. Hence, management has to take very rapid action to control this situation.

55

Q2. Experience of Account Holders, when they approach for the any kind of loan towards SSB. Particular Flexible Tedious Depend on amount of lone Account Holder
(Table 2)

Time Consuming

43

77

110

70

Time Consuming

70

Depend on amount of lone

110

Tedious

77

Flexible

43

Flexible

Tedious

0 20 40 60 Depend on amount of lone

80 100 120 Time Consuming

(Chat 2)

Interpretation: As seen in the above table, out of 300 accounts holder 70 has given negative opinion which very problematic for bank because this may affect to the Bank credit policy.110 Account Holders has gives the diplomatic answers, which shows the red signal to the management because they may shift to the negative perception. 7 Account Holders has given negative opinion for the Credit policy. This Shows that 26% Account Holders are not willing to approach to bank for credit.

56

Q3. Account holders knowledge regarding various services of bank. Particular EATM Banking Services 46 46 Male Female Total 28 74 50 96 MBanking 62 21 83 Insurance Lockers Stamp Franking 14 13 12 10 24 30 43 0 12
(Table 3)

Kiosk 15 13 28

Account Holder's Knowledge regarding Various Bank services

120 100 80 60 40 20 0 74 96

83 43 Male 12 28 Female Total

24

(Chart 3)

Interpretation: Sarvodaya Sahakari Bank has been fail to spread the knowledge regarding the stamp Franking, Insurance facility locker facility, and Kiosk facility. The Account Holders are not much aware regarding those facilities which have been provided by the bank. The lowest and shocking result is that only 4% Account Holders knows about Stamp Franking. And in the case of female candidate 0% awareness are counted. Knowledge of ATM services is highest in Account holders.

57

Q4. Satisfaction level of Account Holders towards the lending officer: Particular Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Available to customers when needed Offer of other services or alternative means to meet your needs Very Satisfied Neutral Dissatisfied Very Satisfied Dissatisfied 45 64 30 22 46 77 25 51 59 46 18 50 65 23 60 70 46 23 70 70 68 78 66 56 96 77 65 61 66 41 122 141 61 23 100
(Table 4)

Overall satisfaction level

8%

Friendly and courteous manner

Knowledge of bank's products & Services

14%

Willingness to listen and respond to your need

25% 21%

Fast and efficient service

Recognition of you as valued customer

15%

10% 7%

Available to customers when needed

Offer of other services or your needs

alternative means to meet

(Chart 4.1)

58

160 140 120 100 80 60 40 20 0 78 66 64 70 66 60 59 51 45 41 122

141 100 77 77 70 70 61 65 65 50 46 22 23 18 68 61

96 56 46 46

30

23 25 23

Very Satisfied Dissatisfied

Satisfied Very Dissatisfied

Neutral

(Chart 4.2)

Interpretation: As seen in 1st pie chart, we can say that as compare to satisfactory level dissatisfaction level is high in all the criteria of the analysis. Bank representatives are not at all attentive towards their customers. They are not proving as fast services as customer wants, thats why the customers have highest dissatisfaction in this area. One positive outcome is that bank representatives are regular in service, because we can see that highest satisfaction level is here always available to customers when needed. All over performance is very negative for SSB bank, which shows red alert for the management.

59

Q5. How fast the Account holders problem has been solved:

Particular

Immediately

Within 24 hours 63

Within 3-5 business days 75

More than 1month 106

(Table 5)

Account Holder

56

Account Holder's solution of their problem

19% 35% Immediately Within 24 hours 21% within 3-5 business

days 25%

More than 1month

(Chart 5)

Interpretation: Here, It is clearly seen that the solution for the account holders problem is very slow. This can become the reason for account holders grievances for dissatisfaction. If this process been revised, it will very beneficial for bank to solve or to decrease the grievances level which we have found in other cases.

60

Q6. Banks band image as internal design:

Particular Account Holders

Well Designed 78

Convenient 59

very crowed 124

Distinctive image 39
(Table 6)

Bank's Brand image

20% convinount 28% Non-

convinount nutral 52%

(Chart 6)

Interpretation: In todays competitive market, bank sector has been created their own distinguish brand image. As comparing the globalized market, SSBs layout and image has not put much significance towards their account holders and other potential customer. As the qualitative services, SSB have to focus on their lay out to make distinctive image and to fight with other nationalized bank and other financial institutions.

61

Q7: ATM facility and account holders expectation: Particular ATM facility and Customer's requirement convenient 83 Non-convenient 154 neutral 61
(Table 7)

180 160 140 120 100 80 60 40 20 0

154 83

61

convinount

Non-convinount

nutral

ATM facility and Customer's requirment

(Chart 7)

Interpretation: There are only 7 ATM Machines in allover Surat city. Hence, as seen in the graph account holders are not-convenient to use ATM facility due to fewer machines provided by the bank. To remove this grievance, bank should establish more and more number of ATM machines in Surat city at different locations.

62

Q8. Requirement of locker facility: Particular Locker Facility at different branch Availability (%) 54.62 Requirement (%) 84.59
(Table 8)

90 80 70 60 50 40 30 20 10 0 54.62 84.59

Availability (%)

Requirement (%)
(Chart 8)

Interpretation: As seen in this graph it is identify that as per Account holders requirement bank has not provided locker facility. Bank has not fulfilled the demand of their account holders. As we have seen earlier out of 7 existing branch only 4 branches has locker room. To facilitate their account holder bank should give locker facility at every branch.

63

Q9. Account holders expectations from their Bank for giving online service: Age of Respondent (%) 30 to 40 40 to 50 50 to 60 41 32 10 17 37 24 8 31 21 35 16 28

Respondent Completely Trust Somewhat Dubious Not at All

up to 30 46 28 12 14

60 above 2 29 20 51
(Table 9)

60 50 40 30 20 10 0

up to 30

30 to 40

40 to 50

50 to 60

60 above

Age of Respondent (%)

(Chart 9)

Interpretation: As per analysis, I can say that the respondent whose age is up to 30, that have high trust on the online banking but as age increases the level of trust has been decreased. The level of in acceptance the online service has been increased as age increases. Dubious for online services has been increase tremendously after the age of 40. Here, we can see that at the earlier age, dubious is again high for online service. Filling of uncertainty is going up and down at all the age but lowest uncertainty has been found at again the age of 40 and highest level is at the age of 50.

64

Dubious for online services has been increase tremendously after the age of 40. Here, we can see that at the earlier age, dubious is again high for online service.

Filling of uncertainty is going up and down at all the age but lowest uncertainty has been found at again the age of 40 and highest level is at the age of 50.

Parametric Test:
H0 = There is no significance relationship between age group and respondent preference. Answer: (Annova test)

Respondent Completely Trust Somewhat Dubious Not at All

( )

up to 30 46 28 12 14

Age of Respondent (%) 30 to 40 40 to 50 50 to 60 60 above 41 37 21 2 32 24 35 29 10 8 16 20 17 31 28 51

Total 147 148 66 141

C.F =

= 12600 SSBR =

= 4321.8+4205+871.2+3976.2 = 13374.2-12600 = 774.2

SST= [2116+1681+1369+441+4+784+1024+576+1225+841+144+100+ 64+256+400+196+289+961+784+2601]-[12600] =15836-12600 =3236

65

Source Between row Residual Total

Annova Table Sum Sequence DOF 774.2 3 2461.8 20 3236 23

Mean Sequence 259.06 123.09 3

F 2.09 F cal

Significance level: 5 DOF [High 20] = 123.09 [Low 3]= 258.06

F tab = F cal There is no significant relationship between age group and respondent preference, so H0 = Hypothesis should be rejected.

66

Q10. Account holders requirement, at which time bank should open: Respondent Expected Starting Time (%) Gender Male Female At 8 AM 15.4 9.4 At 9 AM 69.1 57.4 At 10.30 AM 5.4 25.7 At 11 AM 10.1 7.5
(Table 10)

70 60 50 40 30 20 10 0

Male Female

At 8 AM

At 9 AM

At 10.30 AM

At 11 AM
(Chart 10)

[Actual Time: 10.30 A.M]

Interpretation: As seen in above graph, it is very clear that Account Holders are not finding the convenient timings of Bank which they are implementing currently. It is

clear analysis that, Account holder of SSB want to start their banks working hour from 9 A.M. Even Female respondent has also rated for 9 A.M. So, it is suggested to change the SSBs working Hours 10.30 A.M to 9 A.M.

67

Q11. Satisfaction level towards branch facility: Particular Very Satisfied 150 17 28 33 31 30 Satisfied 59 25 26 186 46 10 Neutral 16 63 38 45 38 120 Dissati sfied 25 119 56 11 99 80 Very Dissatisfie d 51 76 152 25 86 60

Clean & well cared facilities Efficient, no wait service No long line ups at counter Availability of information brochures Pleasant & attractive decor Automatic bank machines in convenient locations

(Table 11)

Clean & well cared

Very Satisfied Satisfied Neutral

facilities

Interpretation:

17%

8% 5% 20%

50%

Bank has to improve their Clean and well cared facility in such a way, which shows 0% Dissatisfaction. There should not any kind of scope for any grievance because this factor affects a lot in the Account Holders mind negatively in indirect manner. Here, 17% Account Holders are very dissatisfied and 8% are near to that level. It is good that 50% Account holder are very satisfied with this careful ambiance

(Chart 11.1)

68

Efficient, no wait
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

service

No long line ups at counter

Very Satisfied Satisfied Neutral

Dissatisfied

Very Dissatisfied

6% 25%

8%

9% 9% 21% 13%

50% 19%

40%

(Chart 11.2) & (Chart 11.3)

Interpretation: Banking Sector and Time Management has a lot of direct connection. Hence, it should be noted that there should not be any kind of waste of time at the Service delivery to own Account Holders. It is very unfair outcome which shows that 25% account holders has rated as very dissatisfaction in terms of effective service delivery without any wastage of time. Usually Account Holders are running with short of time and analyses shows that only 6% people are with full of satisfaction. Bank has to increase the ratio as soon as possible by improve the staff efficiency and their availability.

69

Availability of information brochures

8% 11%

90 80 70 60 50 40 30

4% 15%

Ye s

62%

20 10

Very Satisfied Satisfied Neutral

0 Male Female

Dissatisfied
(Chart 11.4) & (Chart 11.5)

Knowledge for Home services for

Interpretation: This finding is comparatively better than others. Availability of information as brochures is very important for well communication to own account Holders. Here, 11% account Holders are very satisfied with the level of this facility and 62% people are satisfied. Bank has to try a little best to remove the dissatisfaction level of Account Holders by improving a standard and medium of Communication. It should not be ignored that there is 8% account holders who has rated as highly dissatisfied and 4% as dissatisfied. In another bar chart, it has been discover that availability of awareness is very low in female Account Holders. Hence, Bank has to put more importance on those to facilitate them in bettor way.

70

Pleasant & attractive decor

29%

10% 15% 13% 33%

Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

(Chart 11.6)

Interpretation: In todays environment it is too important to serve your Account Holders the services physically as well as emotionally. Here, analysis shows that only 10% account Holders are fully satisfied with the pleasant & attractive dcor.33% customers are dissatisfied with the internal layout and facilitative design. As seen above 29% Account Holders are full of dissatisfaction with this factor. Management of SSB has to put the focus on the interior design of the bank and their different branches. To overcome this barrier, SSB should definitely improve their layout and convert the neutral customer in satisfied one.

71

Automatic bank machines in convenient locations

10% 3% 20%

Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

27%

40%

(Chart 11.7)

Interpretation: Here, we have mention that there are only 7 ATM machines in Surat city. Hence, the result is in front of us that 27% Account holders are very dissatisfied with the location of the ATM. The 7 ATM machines are located on site but there are not any off site machine available to facilitate the account Holders. Hence, only 10% Account Holders are satisfied. So, this outcome is very disappointing for bank management.

72

CHAPTER: 6 RESULT AND FINDING

73

From Research Study on Analyze the Sarvodaya Sahakari Bank ltds Services perception and expectation of Account holders based Survey following findings has been acquired:

1. As per analysis on the bank dcor and pleasant environment, Bank has not convenient and good design. Hence 46% of Account Holders are dissatisfied with this regarded. Hence, banks perception regarding internal interior needs to be change. 2. The methodology of loan process is based on the amount of loan. Hence, the output suggests that the accountholders, who wants negligible amount of loan, are ignored. 3. From the female candidate, I have found that they have not much knowledge of different bank services as compare to male accountholder. Some facilities like particular stamp franking, kiosk facilities are not even known by both gender. 4. When Accountholder does procedure for sanctioning the loan, I have found the followings: A. 14% Accountholders are satisfied with friendly courteous services. B. 21% Accountholders are satisfied with knowledge of banks products & services. C. 10% Accountholders are satisfied with willingness to listen and respond to accountholders need. D. 15% Accountholders are satisfied with treatment as the valued customer. E. 7% Accountholders are satisfied with fast and efficient services. F. 25% Accountholders are satisfied with banks representatives regularity 5. When accountholders goes to the bank for solution of the query, only 19% accountholders problems are solved immediately, and 35%

accountholders has to wait for more than 1month. So, problem solving procedure is very slow.

74

6. Banks internal layout is not convenient for the day to day procedure because 52% accountholder has rated as non-convenient layout for day to day operation. 7. ATM machines are not placed as convenient to account holders. There are only 7 ATM machine on the site. 8. There requirement is of 84.56% locker facility but availability is only 54.62%. 9. SSBs Young Account holders go with the online Banking but as age increases the trust level decreases. 10. SSBs actual time to open the bank is 10.30 AM but majority of Account Holders want to operate the bank at 9A.M including Male and Female Account Holders. 11. Overall satisfaction level is not satisfactory as per account Holders. Services like clean and well cared environment, effective services, line ups at counter, attractive dcor are considered for the satisfaction level but SSB has not successfully overcome all this criteria.

75

CHAPTER: 7 LIMITATION OF STUDY

76

Limitation of the Study

Time Restriction

The foremost limitation is Time Restriction. Time provided to carry out entire Project Report is less. So as a result I as a researcher am not able to take more sample size. Improper response from Respondents

Some time respondents are in hurry. As a result they give response without applying proper thought. As far as multiple choice questions are concerned, respondents sometimes tick mark any option without proper attention. Unwillingness of Respondents

Unwillingness of respondents in filling up the questionnaire is another big limitation. This unwillingness comes out due to lack of time with respondents. Possibility of wrong interpretation and unreliable results

As mentioned earlier, respondents sometimes give improper response. My study is purely based on the views expressed by respondents. So it is likely that my study will not give so accurate and reliable results.

77

CHAPTER: 8 CONCLUSION AND SUGGESTIONS

78

Conclusion: The Banking sector in India is undergoing major changes due to competition and the advent of technology. The customer is looking for better quality and services which can provide him/her with satisfaction. This would help in enhancing the relationship between the two, and thus aid decision makers in banks to identify the major factors that determine satisfaction. But it should be noted that satisfaction is one of the key point for the identifying the difference between perceptions of SSB services which they deliver to their account holders and expectations of the services from bank and their representatives. In the analysis, I can conclude that SSB has to give equal impotence to their services and their lockout. Todays competitive world it is too impotent that how someone is server them self. This criterion also plays a vital positive role in the mind of their account holders. It was identified that SSBs account holders are not fully satisfied with the lockout of the bank ambiance. In some area of SSB services, I also identified that management has to improve the quality of that area such as ATM facility, methodology of loan service, locker facility etc. SSBs times also not convenient for their account holders. Another important area is information and its awareness. Female account holders are lacking with this field. Overall, SSB is doing progress and at growth stage, so this analysis defiantly helps to the management for better direction. Suggestions: Creative suggestions always give benefit to the organization in one or another way. From the study of Analysis the Sarvodaya Sahakari Bank ltds Services perception and expectation of Account holders based on Survey and from findings and data interpretation, researcher wants to suggest following matters: Sarvodaya Sahakari Bank Ltd (SSB) has less brand awareness in the service sector in Surat city so if SSB can create good brand awareness in the sector, then it can have significant number of satisfied account holders.
79

SSB should give more importance to their female account holders reason behind is prevailing less SSB service knowledge.

SSB should also give more priority to those respondents who even apply for negligible credit. Importance of those respondents should be same as those who have applied for significant amount of credit.

It was discovered by research that bank should open for service at 9.00 A.M rather than 10.30 A.M. this change will really helpful to their account holders and will definably increases the credit.

Loan procedure should be flexible and also not time consuming. By analysis it was identified that loan procedure is not flexible.

SSB has to open locker at each branch because there is huge demand for locker facility in market and bank is fail to fulfill that demand.

Bank has to establish more and more ATM machines in the Surat city at different locations.

SSB has to work on the lockout factor such as Clean & well cared facilities, Efficient, no wait service, No long line ups at counter, Pleasant & attractive dcor.

SSB has to solve the account holders problems within 3 to 5 working days because most of the respondent has shared a negative opinion.

SSBs services are its Core Advantage. So presentation of a Strength and overcoming of a Weakness will surely turn the tables in SSBs favor.

80

BIBLIOGRAPHY

81

BOOKS:
1. Richard L Levin / David Rubin (2010) (5th edition) (Pearson Education) Business for Management. Page No: 157-128 2. Donald R Cooper & Pamela S Schindler. (2010) (9th Indian edition)

(McGraw-Hill) Business Research Methods. Page No: 162 to 219 3. C. R. Kothari. (2010) (6th Indian edition) (McGraw-Hill) Research

methodology. Page No: 241,242 4. Ken Black (2010) (8th Indian edition) (Wiley-India) Business Statistics. Page No: 285 5. Naresh K Malhotra (2010) (5th Indian edition) (Pearson education) Marketing Research. Page No: 134 6. Dipak Kumar Bhattacharyya (2009) (2ed Indian edition) (Excel Book) Research Methodology. Page No: 256, 257 7. Russell & Taylor (2009) (6th edition) (Wiley-India) Operation

Management. Page No: 117 to 215 8. S. K. Sharma (2009) (6th edition) (Excel Book) Operation Research. Page No: 235, 367,439. 9. Vishwanath S. R. (2009) (2ed edition) (Response Book) Corporate Finance. Page No: 238, 246 10. Levin and Rubin (2009) (7th edition) (Wiley-India) Business Statistics. Page No: 305 OTHER REFERENCE: 1. (E-banking and satisfaction) (p.n: 21) (24/7/2012)
http://siteresources.worldbank.org/southasiaext/resources/223546126962045 5636/6907251284569649355/completereportsarhousingfinanceoctober2010. pdf 2.

(report on customers of nationalized bank) (24/7/2012)

http://www.publishingindia.com/Uploads/SampleArticles/NJRIM-SampleArticle.pdf

3.

(Banking services for everyone?) (p.n: 11) (24/7/2012)

82

http://wwws.worldbank.org/servlet/WDSContentServer/WDSP/IB/2006/12/05/ 000016406_20061205153435/Rendered/PDF/wps4079.pdf

4.

(HDFC bank and customer satisfaction) (p.n: 15 to 22) (24/7/2012)

http://www.scribd.com/doc/18003104/A-PROJECT-REPORT-ON-HDFCBANK-submiited-by-Ankita-singh#

5.

(banking sector and satisfaction level) (p.n: 35) (24/7/2012)

http://www.dss.dpem.tuc.gr/pdf/Customer%20satisfaction%20measurement% 20in%20the%20private%20bank%20sector.pdf

6.

(Bank and service.....) (p.n: 21, 25) (24/7/2012)

http://bmdynamics.com/issue_pdf/bmd11011.pdf

7.

(banking services and customer satisfaction) (p.n: 13) (24/7/2012)

http://fic.wharton.upenn.edu/fic/papers/97/zenios.pdf

8.

(Brief report on SMMEs measure of satisfaction with banking services) (p.n: 1 to 4) (25/7/2012)
http://www.africagrowth.com/july08bankservices.pdf

9.

(Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia) (p.n: 402, 403) (25/7/2012)
http://www.ijimt.org/papers/71-M461.pdf

10. (25/7/2012)

(ANALYSIS

OF

SERVICE

QUALITY

GAP

AND

CUSTOMERSSATISFACTION IN PRIVATE BANKS) (p.n: 1to 18)

http://www.gkvharidwar.org/journals/gbr_7/Chapter_2.pdf

11. (CUSTOMER PERCEPTION ON SERVICE QUALITY IN BANKING SECTOR: WITH SPECIAL REFERENCE TO INDIAN PRIVATE BANKS IN MORADABAD REGION.) (p.n: 600, 601, 602) (26/7/2012)
http://www.mairec.org/IJRFM/Feb2012/450.pdf 83

12. (Measuring Service Quality in Retail Banking Sector in Context of

Gujarat) (p.n: 41, 42, 43) (26/7/2012)
http://www.aims-international.org/aims9/aims9cd/pdf/P9455Final.pdf

13.

(Role of Banking and Financial Institution) (18/6/2012)

Http://www.competitionmaster.com/articledetail.aspx?ID=41e9ef66-3271418d-b344-09f76d6f59a1

14. (Globalization) (18/6/2012)

Http://www.justassociates.org/Global%20Economy%20Definitions.pdf

15. (Restructuring the financial Institution) (18/6/2012)

http://www.cato.org/pubs/journal/cj10n2/cj10n2-3.pdf

16. (financial Report, Bank services) (25/6/2012)

http://www.sarvodayabank.com/aboutbank.html

84

ANNEXURE
QUESTIONNAIRE
Sarvodaya Sahakari Bank ltd Declaration: This questionnaire has been prepared for the purpose of the research work. Hence, all the information which been ask to you are treated as confidential and it will not been use other than this. This form will be help full to me for project work and hence it is very important for me. So, it is request that you please fill this form sincerely and with full of attention. So, that its gives real scenario of their study. Account Holders ___________________________________________________________ Gender: M F Age: _________ Occupation: __________________ Name:

How long you have account with this Sarvodaya Sahakari Bank: ___________ Q1. When you visit a Sarvodaya Sahakari Bank, how you feel? Good Environment Having Personal Attention Not attentive one unexpected negative filling Q2. What you feel about the procedure of getting loan which the Bank Follows? Flexible Tedious Depend on amount on lone Time Consuming Q3. How many services you know which bank has provided to their customer? E- Banking ATM Services M-Banking Insurance Lockers franking kiosk

Stamp

Q4. In terms of the service you received from the lending officer(s), how satisfied were you with the following? Particular Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Friendly and courteous manner Knowledge of bank's products & Services Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Available to customers when needed Offer of other services or alternative means to meet your needs Q5. How quickly were your banking problems and issues addressed by the bank staff? Immediately Within 24 hours within 3-5 business days More than 1month

85

Q6. How you feel about your Banks internal layout? Well Designed Convenient very crowed

Distinctive image

Q7. How does banks representative gives response to you when you required? Familiar Supportive Normal Negative Q8. Do you know that Bank gives Home services for any withdrawal or Deposit? Yes No

Q9. SSBs ATM locations are convenient for you to get easy operation? Yes
Q10 . Do you required for SSBs Mutual Funds? Yes
No

No

Q11 . Do you require that SSBs provides the Looker Facility at all the branches?
Yes No

Q12 . Do you trust, if SSB operates only online?

Completely Somewhat Dubious Not at All

Q13. Do you think Human Control is important for SSBs banking relation? Completely Somewhat Unsure Not at All Q14. When you think about any Banks, what comes first in your mind? Personalized Services Wide Branch Net work Computerized Services Banking Q15. Which services do you visit in 1 month a most? Particular Visit the Bank Branch Telephone Banking Online Banking Q16. Mention your feelings regarding over all services Quality of You SSBs Bank Excellent Very Good Average Poor I never use this services >1 month 1 to 3 times 3 to 8 times 8 to 12 times Over 12 times

Core

Q17. Does SSB offer Competitive Service Charges? Yes

No

Q18. Which Facility has been given more importance in your Bank?
Loan Facility O/D Facility Other______________ ATM Facility Online Banking

Q19. As per your requirement, at which time bank should open for their services?
At 8 A.M At 9 A.M At 10.30 A.M At 11 A.M

86

Q20. How satisfied were you with the following aspects of the branch facility?
Particular Clean & well cared facilities Efficient, no wait service No long line ups at counter Availability of information brochures Pleasant & attractive decor Automatic bank machines in convenient locations Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

I am very thankful to you for your cooperation

Thank you

87