1

SUMMER TRAINING REPORT

ON THE TOPIC

A STUDY OF CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO
KARNATAKA BANK Ltd. IN UDAIPUR CITY



Submitted in the partial fulfillment for requirement of the Degree of








MASTER OF BUSINESS ADMINISTRATION (MBA-FSM)

SESSION (2012-2014)


Submitted By: Submitted to :

VARSHA RAO Dr. Anil Kothari

MBA-(3
rd
sem) Associate Professor FMS

MLSU, UDAIPUR









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DECLARATION

I hereby declare t hat project enti tled CUSTOMER SATISFACTION WITH
SPECIAL REFERNECE TO KARNATAKA BANK LTD submitt ed to FACULTY OF
MANAGEMENT STUDIES i n parti al ful fillment of the requi rement for Mast er
Degree of business administ ration (SEM 3
r d
) i s my ori ginal work. It is by my
own and not copi ed one from ot her.

VARSHA RAO FACULTY OF MANAGEMENT STUDIES
MBA 3
RD
SEM MLS University, Udaipur
























3

CERTIFICATE













































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ACKNOWLEDGEMENT


This project report bears the imprint of those who had rendered their wholehearted support and
encouragement without whose help this effort of mine would be in vain. I express my deep sense
of gratitude and sincere thanks to my project guide MR.MAHESH NATH for his directions,
suggestion and information provided which were of utmost importance for the successful
completion of the project. I am also thankful to MR.AVINISH SINGH for his proper guidance.
I thank my Head of the Department Dr. Anil Kothari sir who helped me directly and indirectly
for successful completion of this project.
I would also thank all the faculty members of MBA department of FMS ,for their
encouragement..



VARSHA RAO
























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PREFACE


Projects are very important for the beginners to gain practical knowledge about Organization and
market. Such projects provide a framework of knowledge relating to the concepts and practices
of the assigned topics in the organization.

In this the student is in the position to analyze the integral working of an organization with
mature eyes and understand the dynamics in a much better manner.
This particular project has been conducted at Karnataka Bank. In the first phase of the research
project, there is a introduction of Banking, company profile and products of Karnataka Bank are
given. After that a market research is performed with a sample size of 50 people. The research
study was limited to Udaipur. Here, in my research, I have contacted the respondents through
questionnaires.

The main objective of the research is to know the customer satisfaction level regarding
Karnataka Bank.





















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EXECUTIVE SUMMARY


The report contains the organizational study done at Karnataka Bank. The report title is A
STUDY OF CUSTOMER SATISFACTION WITH SPECIAL REFRENCE TO KARNATAKA
BANK.

The report gives an overview of the banking Sector and company profile. And of customers
satisfaction about different types of products and services offered by Karnataka Bank.

The methodology adopted for the study was through a structured questionnaire, which is targeted
to the customers of the bank, in Udaipur. For this purpose sample size of 50 was taken. The data
collected from the different customers was analyzed thoroughly and presented in the form of
charts and tables.

Karnataka bank must advertise regularly and create brand value for its products and services.
Most of banks like ICICI, Axis, Kotak Mahindra and nationalized banks use television
advertisements to promote their products. The bank should give more stress on opening more
branches and ATMs.



















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CONTENTS


Sr. No. Subject Covered Page No.

2 Introduction of Indian Banking industry 8

3 History of Banking in India 9

4 Introduction of Banking 11

5 Origin of Karnataka bank 16

6 Products and Service profile 19

7 SWOT Analysis 25

8 Research methodology 27

9 Analysis and interpretation 28

10 Findings of the study 40

11 Suggestions and recommendation 41

12 Limitations of the study 42

13 Conclusion 43

14 Bibliography 44

15 Annexure: Questionnaire 45





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INDUSTRY PROFILE

INDIAN BANKING INDUSTRY

Banking in India originated in the first decade of 18th century with The General Bank of India
coming into existence in 1786. This was followed by Bank of Hindustan. Both these banks are
now defunct. The oldest bank in existence in India is the State Bank of India being established as
"The Bank of Bengal" in Calcutta in June 1806. A couple of decades later, foreign banks started
their Calcutta operations in the 1850s. At that point of time, Calcutta was the most active trading
port, mainly due to the trade of the British Empire, and due to which banking activity took roots
there and prospered. The first fully Indian owned bank was the Allahabad Bank, which was
established in 1865.

By the 1900s, the market expanded with the establishment of banks such as Punjab National
Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai - both of which were founded
under private ownership. The Reserve Bank of India formally took on the responsibility of
regulating the Indian banking sector from 1935. After India's independence in 1947, the Reserve
Bank was nationalized and given broader powers.

At the end of late-18th century, there were hardly any bank in India in the modern sense of the
term. At the time of the American Civil War, a void was created as the supply of cotton to
Lancashire stopped from the Americas. Some banks were opened at that time which functioned
as entities to finance industry, including speculative trades in cotton. With large exposure to
speculative ventures, most of the banks opened in India during that period could not survive and
failed. The depositors lost money and lost interest in keeping deposits with banks.
Subsequently, banking in India remained the exclusive domain of Europeans for next several
decades until the beginning of the 20th century.

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History of Banking in India
Without a sound and effective banking system in India it cannot have a healthy economy. The
banking system of India should not only be hassle free but it should be able to meet new
challenges posed by the technology and any other external and internal factors.

For the past three decades India's banking system has several outstanding achievements to its
credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or
cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of
the country. This is one of the main reasons of India's growth process.

The government's regular policy for Indian bank since 1969 has paid rich dividends with the
nationalization of 14 major private banks of India

Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or
for withdrawing his own money. Today, he has a choice. Gone are days when the most efficient
bank transferred money from one branch to other in two days. Now it is simple as instant
messaging or dials a pizza. Money has become the order of the day.
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The first bank in India, though conservative, was established in 1786. From 1786 till today, the
journey of Indian Banking System can be segregated into three distinct phases. They are as
mentioned below:
PHASE I - Early phase from 1786 to 1969 of Indian Banks
PHASE II - Nationalization of Indian Banks and up to 1991
PHASE III - Indian Financial & Banking Sector Reforms after 1991.

PHASE I:
The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and
Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay
(1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. These
three banks were amalgamated in 1920 and Imperial Bank of India was established which started
as private shareholders banks, mostly Europeans shareholders. During the first phase the growth
was very slow and banks also experienced periodic failures between 1913 and 1948.

PHASE II:
Government took major steps in this Indian Banking Sector Reform after independence. In 1955,
it nationalized Imperial Bank of India with extensive banking facilities on a large scale especially
in rural and semi-urban areas. Second phase of nationalization Indian Banking Sector Reform
was carried out in 1980 with seven more banks. This step brought 80% of the banking segment
in India under Government ownership.
The following are the steps taken by the Government of India to Regulate Banking Institutions in
the Country:

1949: Enactment of Banking Regulation Act.

1955: Nationalization of State Bank of India
.
1959: Nationalization of SBI subsidiaries.

1961: Insurance cover extended to deposits.

1969: Nationalization of 14 major banks.

1971: Creation of credit guarantee corporation.
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1975: Creation of regional rural banks.

1980: Nationalization of seven banks with deposits over 200 crore.
PHASE III
This phase has introduced many more products and facilities in the banking sector in its reforms
measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his
name which worked for the liberalization of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a
satisfactory service to customers. Phone banking and net banking is introduced. The entire
system became more convenient and swift. The financial system of India has shown a great deal
of resilience. It is sheltered from any crisis triggered by any external macroeconomics shock as
other East Asian Countries suffered. This is all due to a flexible exchange rate regime, the
foreign reserves are high, the capital account is not yet fully convertible, and banks and their
customers have limited foreign exchange exposure.


INTRODUCTION OF BANKING

MEANING AND DEFINITION:
Bank is an institution that deals in money and its substitutes and provides crucial financial
services. The principal type of baking in the modern industrial world is commercial banking &
central banking.

Banking Means "Accepting Deposits for the purpose of lending or Investment of deposits of
money from the public, repayable on demand or otherwise and withdraw by cheque, draft or
otherwise."
-Banking Companies (Regulation) Act, 1949


Banks have played a pivotal role in the process of development of the district over the years, especially
after the formation of the district in 1993. Apart from dispensing credit, the Banks have also
brought about social changes. The contribution of the banking sector in the field of overall
development of the district is elaborated in the following paragraphs.
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At the beginning of the 20th century, Indian economy was passing through a relative period of
stability. Around five decades have elapsed since the India's First war of Independence, and the
social, industrial and other infrastructure have developed. At that time there were very small
banks operated by Indians, and most of them were owned and operated by particular
communities. The banking in India was controlled and dominated by the presidency banks,
namely, the Bank of Bombay, the Bank of Bengal, and the Bank of Madras - which later on
merged to form the Imperial Bank of India, and Imperial Bank of India, upon India's
independence, was renamed the State Bank of India. There were also some exchange banks, as
also a number of Indian joint stock banks. All these banks operated in different segments of the
economy.

The presidency banks were like the central banks and discharged most of the functions of central
banks. They were established under charters from the British East India Company. The exchange
banks, mostly owned by the Europeans, concentrated on financing of foreign trade.
Indian joint stock banks were generally undercapitalized and lacked the experience and maturity
to compete with the presidency banks, and the exchange banks. There was potential for many
new banks as the economy was growing. Lord Carson had observed then in the context of Indian
banking: "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.

Under these circumstances, many Indians came forward to set up banks, and many banks were
set up at that time, a number of which have survived to the present such as Bank of India and
Corporation Bank, Indian Bank, Bank of Baroda, and Canara Bank.

Indian banking sector can be divided mainly into four broad categories namely public sector
Banks, old private sector banks, new private sector banks, and foreign banks.

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The other categories of banks include co-operative banks and regional rural banks. Since these
banks dont form a substantial chunk of the banking system, we will focus on the first four
categories.


NATIONALISED BANK IN INDIA
The Banking System in India is dominated by nationalized banks. The Nationalization of Banks
in India took place in 1969 by Mrs. Indira Gandhi the then Prime Minister. The major objective
Behind Nationalization Banks was to spread banking Infrastructure in Rural areas and make
available cheap finance to Indian farmers. Fourteen banks were nationalized in 1969. These
Banks were
State Bank of India
Allahabad Bank
Andhra Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Canara Bank
Jammu & Kashmir Bank
Karnataka Bank Limited
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Karur Vysya Bank
Central Bank of India
Corporation Bank
Dena Bank
Indian Bank
Indian Overseas Bank
Oriental Bank of Commerce
Punjab & Sind Bank
Punjab National Bank
Syndicate Bank
Union Bank of India

PRIVATE BANK IN INDIA
All the banks in India were earlier private banks. They were founded in the pre-independence era
to cater to the banking needs of the people. But after nationalization of banks in 1969 public
sector banks came to occupy dominant role in the banking structure. Private sector banking in
India received a fillip in 1994 when Reserve Bank of India encouraged setting up of private
banks as part of its policy of liberalization of the Indian Banking Industry. Housing Development
Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval
from the Reserve Bank of India (RBI) to set up a bank in the private sector.
Axis Bank
Bharat Overseas Bank
Catholic Syrian Bank
Centurion Bank of Punjab
City Union Bank
Development Credit Bank
Dhanalakshmi Bank
Federal Bank
Ganesh Bank of Kurundwad
HDFC Bank
ICICI Bank
IDBI Bank
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IndusInd Bank
ING Vysya Bank
Jammu & Kashmir Bank
Karnataka Bank Limited
Karur Vysya Bank
Kotak Mahindra Bank
Lakshmi Vilas Bank
Lord Krishna Bank
Nainital Bank
Ratnakar Bank
SBI Commercial and International Bank
FOREIGN BANKS IN INDIA
Foreign Banks are likely to succeed in their niche markets and be the innovators in terms of
technology introduction in the domestic scenario. The outlook for the private sector banks indeed
looks to be more promising vis--vis other banks. While their focused operations lower but more
productive employee force etc will stand them good, possible acquisitions of PSU banks will
definitely give them the much needed scale of operations and access to lower cost of funds.

Standard charted Bank
Deutsche Bank
Bank of America
Citi Bank
ABN Amro Bank
HSBC Bank






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COMPANY PROFILE


ORIGIN OF KARNATAKA BANK

The success story of any organization are shown by visionary entrepreneurs perceiving a
potential opportunity and relating to their common aspiration and growing concern through
collective efforts, shared vision and with a definite purpose. They are guided by their own
philosophy that gets reflected in the various initiatives and activities of their organization.
Through an effective percolation of such a philosophy to all levels, they transform excellence
into a way of life in their functioning.

The success story of the Karnataka bank limited is no exception. The South Kanara district of
Karnataka State well known as the cradle of banking has witnessed the birth of 22 banks since
1906. There was a patriotic zeal and fervour in the district after swadeshi movement. Several
merchants, landlords, doctors and lawyer with an indomitable zeal began to conceptualize
modern banking concepts. 5 banks have been originated out of it. One is private banks - Canara
Bank, SyndicateBank, Vijaya Bank, Corporation Bank and Karnataka Bank. In which first four
are public sector banks and Karnataka bank is private sector bank.

Setting up of service industries has been a hallmark of the entrepreneurial skill of the people of
Dakshina Kannada. Karnataka state occupies a unique place in the nations banking history. The
people of this district have always exhibited an innovative and adventurous spirit, which coupled
with their inherent entrepreneurial abilities, served as one of the pillars of the progress of the
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district. The lawyers and agriculturists of Dakshina Kannada joined together and established the
bank on 18 Feb 1924. Its incorporation was obtained from the District Asst. Registrar of Joint
Stock Company. The founder of the bank named it as Karnataka bank much before the old
Mysore state was officially renamed as the Karnataka state.

On May 23
rd
1924,Sri B.R. Vyasara Achar selected the first chairman of the Karnataka bank.The
initial paid up capital was Rs.54 lakhs. By the end of the first year, deposits were Rs 68,449with
a Net Profit of Rs 3,591. It declared its maiden dividend at 6.25%. In 1930 the second branch of
the bank was opened at George Town, Madras, the third branch of the bank was opened at car
street Udupi .The bank ended its first decade of existence with deposits of Rs 14.8 lakhs with
three branches. It was able to withstand the impediments of time and celebrate its silver jubilee
in 1949, with total deposits of Rs 56 lakhs and advances of Rs 41 lakhs.

Karnataka bank is deeply committed to its social obligation of extending credit and other
banking services to its rural customers. It has also contributed a lot in irrigating the dry lands in
the state through lending for the purchase of sprinklers sets, pump sets, oil engines etc. The bank
has also assisted the villagers for establishing cottage and small scale industries. The farmers are
also assisted for the purchase of tractors and other agricultural implements. The bank apart from
rendering financial assistance has being issuing health care pamphlets periodically to its
customer as well as to the public through its branches in Karnataka through its objectives of
education and social maladies like drinking, smoking etc. to help them lead happy and healthy
life.

Improving irrigation facility, mainly sprinkler irrigation is one of the contributing factors for the
improvement in agricultural productivity in the country. The bank has undertaken projects with a
view to irrigate in the drought stricken BagalkotTaluk ,similar schemes are launched in the
district of Tumkur, Shimoga, Dharwad,Chickamagalur and Bijapur. This policy of the bank has
been oriented towards helpingthe citizens to increase production and to improve their financial
status.The bank has invested its funds in various securities/bonds of the stategovernment,
Karnataka State Co-operative Land Development Bank, Karnataka StateHousing Board,
Bangalore Water Supply Board, Karnataka Power Corporation,Karnataka Electricity Board,
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Karnataka State Industrial Corporation etc. in order toextend support to all the developmental
departmental activities of Karnataka state.
Karnataka Bank Limited, a leading 'A' Class Scheduled Commercial Bank in India, was
incorporated on February 18th, 1924 at Mangalore, a coastal town of Dakshina Kannada district
in Karnataka State. The bank took shape in the aftermath of patriotic zeal that engulfed the
nation during the freedom movement of 20th Century India. Over the years the Bank grew with
the merger of Sringeri Sharada Bank Ltd., Chitradurga Bank Ltd. and Bank of Karnataka.

Vision, Mission, and Quality Policy

Vision
Bank is a professional managed with good track record of customer loyalty and consistent
profitability. The bank has the resilience to face the new challenges successfully and achieve the
goals in vision by its management. Adopting ethical management practices, Bank reiterates its
commitment to fulfill national and social priorities, present sound financial and above of all else
improve and innovate to meet the challenges posed by a customer driven banking industry.

Mission.
The mission statement of Karnataka Bank Ltd is as follows.
To be a technology savvy, customer centric progressive bank with a national presence, driven
by the highest standards of corporate governance and guided by sound ethical values.

Quality Policy
The Quality policy of Karnataka Bank Ltd is of providing Quick and Better service and their by
achieving Customer Satisfaction.





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PRODUCTS AND SERVICE PROFILE

Deposit Products:
Karnataka bank ltd aims to help customers build on a strong foundation by maximizing returns
on investments and increasing their assets. Customer can make use of their customized product
to take care of their specific banking needs.

Abhyudaya Cash Certificate
A growth oriented scheme with maximum returns. Money invested multiplies after the specified
period. The minimum period of deposit is 6 months and the maximum period is 120 months.

Fixed Deposit
A deposit scheme for specified periods ranging from 15 days to 10 years with interest payments
made monthly, quarterly, half-yearly or yearly as required by the depositors.

Ready Money Deposit
A unique term deposit cum overdraft account, where by a minimum deposit of Rs10000/-
enables the customers withdraw up to 75% of the amount by cheque without presentation
of the deposit receipt.

Soulabhaya Deposit
A flexible twin gain deposit scheme that allows withdrawal of deposit in unit of Rs 1000
each in case of need, without affecting the interest payable on the remaining units. Minimum
amount of deposit is Rs 5000 and in multiples of Rs 1000 thereto.

Cumulative Deposit
A monthly deposit scheme whereby a fixed amount is to be contributed monthly for a minimum
period of 6 months and a maximum period of 10 years. This is an ideal scheme to save a fixed
amount for future plans such as education, buying a home etc.
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Insurance Linked Saving Bank Deposit
By maintaining a stipulated minimum balance in SB account, customers become entitled to free
accident insurance coverage of up to Rs 2 lakhs and Rs 10000 towards re-imbursement of
hospitalization expenses arising out of accidents.

K- Flexi Deposit
A facility for all existing account holders that maximizes the return on surplus funds in the
account. The stipulated level at present is Rs.10000. Whenever the balance in the SB a/c
surpasses this amount the excess amount gets transferred to a term deposit in multiples of Rs
5000 for a specified period and earns interest applicable to a term deposit of that period.

NRI Service
There are a wide range of deposit schemes for non- resident Indians. It includes nonresident
rupee account (NRE), foreign currency non-resident (bank) scheme (FCNR [B]) and Nonresident
(ordinary) account (NRO) with very attractive and competitive rates. Resident foreign currency
(RFC)(domestic) account for returning Indians is also available.

Loans Schemes:
Karnataka bank ltd provides their customer with all the conveniences of modern Banking
through their network 433 branches. Offering personal financial solution srelevant to them as an
individual, they value the opportunity of building a relationship with them, developing an
understanding of the customers changing financial needs at different stages of their lives. Their
customer centric focus over the years has enabled them to change with time, offering them
quality products through means that are convenient to the customers.

KBL Apna Ghar
Fulfills customers dreams of buying or constructing their own home or renovation, remodeling,
repairs of existing house with the housing loan scheme. The maximum quantum of loans is 50
lakhs.
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KBL Niveshan Scheme
For the purchase of house site(converted land only), a loan amount of Rs.15 lakhs or 75% of the
registration value of the site, whichever is less, is sanctioned.

KBL Varthak Loan
Traders, commission agents, distributors, dealers and stockiest with business licenses are eligible
to avail finance for working capital to keep things running smoothly. The maximum quantum of
loan under this scheme is Rs 9 lakh.

KBL Udyog Mithra
If you are a doctor, lawyer, engineer, chartered accountant or tax consultant with2 year of
experience and are a customer of the bank, you are eligible for finance to purchase medical
equipment, machinery, computers, books, furniture and furnishings for the setting up of
customers own office or work place.

KBL Car Finance
Finance is available for the purchase of a new car of customers choice up to 85%of the invoice
value excluding vehicle tax and insurance. Car finance scheme also finances the purchases of
second hand cars up to Rs 1.50 lakhs. Any individual who is an income tax assessee or a
company or its ED/MD or a managing partner of a firm is eligible for the loan.

Vidyanidhi Education Loan Scheme
The education loan helps customers to finance their childs studies in India and
abroad. The loan covers expenses for tuition fees, books, study material, hostel boarding, and air
travel.

KBL Vahana Mithra
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Finance is also available for the purchase of new as well as old auto rickshaw, jeep, car, maxi,
cab, tempo, traveler, TATA sumo, TOYOTA quails, bus, lorry etc. and also for purchase of new
tractor, JCB , crane etc to be registered as public transport vehicle for hire.

KBL Easy Ride
KBL loan scheme for 2 wheelers is a versatile loan available for individuals, professionals and
companies. The quantum of loan will be 100% of the invoice value of the vehicle. The loan is
repayable in 5 years in easy equated monthly installments.

KBL Lease and Encash
This scheme is made available to meet the credit requirement of property owners (building, flat,
godowns etc) who have rented their premises against future rent receivables.

KBL Insta Cash
This is for consumption purpose. Under this scheme, the loan amount ranges fromRs.5000 to 5
lakhs with necessary margin and securities there under. The scheme enables credit while keeping
the borrowers investment intact. The facility covers persons in the age group of 18-70.


KBL Swarna Nidhi
This is an innovative scheme to facilitate working and non- working/ self-employed/ professional
women to purchase gold coins/ bars or gold ornaments from reputed established jewellers.

K-power Personal Loans Scheme Linked to ATM Card
Special facility to withdraw cash from any money plant ATM, and from corporation bank ATMs,
even if there is no balance in customer account. Customer can withdraw up to Rs 15000 as a
personal loan.

Scheme for Financing Salaried Persons
As customers and their families grow, their needs will keep changing and so will priorities. This
scheme for permanent employees of reputed companies or institutions is for the purchase of
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consumer durables, religious ceremonies, educational or medical expenses, home repairs and
obsequies.

Krishi Card
This is an innovation credit card extending finance for various activities under agriculture. The
krishi card covers crops loans, crops insurance, agri-inputs like fertilizers etc. and personal
accident insurance.

SERVICES:

Multi-branch Banking
A special facility that provides connectivity and flexibility, allowing customers to operate their
account in branches other then the branch where they have their account. An ideal facilit y if
customers are on the move between cities, its like having their own account away
from home. This multi-point, multi-branch facility is available in over 222 branches across India.

Insurance Cover
Bank has taken up the corporate agency of MetLife India, an affiliate of MetLife, and the largest
Life insurance Company in USA to provide customized life insurance solutions to customers.
Bank also entered into the field of General (asset) insurance as corporate agents of Bajaj Allianz
Gen. Insurance Co. Ltd., a joint venture of Bajaj Auto, the countrys leading two and three
wheeler manufacturer and Allianz AG of Germany, the worlds largest general insurer.

Money Plant ATMs
As an account holder, customers can use their ATM card to withdraw cash, make balance
enquiries and request statements, cheque books etc. Money Plant ATMs give customer round
the clock access to their account through ATM counters across the country, as well as those
ATMs under arrangement with Corporation Bank.

Utility Bill Payment made Easy
At Karnataka bank, customers can now make telephone bill payments through the bank itself. To
provide customers with more convenience, the bank has tied-up with cell one and the Telecoms
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of Goa and Bangalore. Now customers need not wait for long hours in a queue to pay their phone
bills. They can do it at Karnataka bank and save their precious time.

Western Union Money Transfer
A strategic arrangement with Western Union Financial Services Inc. of USA facilitates quick,
reliable and convenient transfer of funds anywhere in the world.

Speedy Money Transfers Worldwide
The bank is also a member of the Society for Worldwide Interbank Financial
Telecommunication (swift) for expeditious two way transfer of funds and has a wide network of
correspondent banks in 43 countries around the globe.

Instant Credit of Outstation Cheques
The facility of immediate credit of Rs. 15,000/- is available at all branches of the bank. (Subject
to terms and conditions).
Internet Banking service
Under this service, Karnatka Bank LTD will help the customers by transferring funds between
the account of some customer and third party accounts within the bank and across other bank.




















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SWOT ANALYSIS


Strength 1. Over 470 branches across 20 states and 2 Union Territories
2. Emphasis on customer satisfaction
3. Has over 5844 employees and 4.84 million customers,
including farmers and artisans in villages and small towns
throughout the country
4. Quick Remit, a facility to make money transfer easy for Non-
Resident Indians living in Canada, USA and the UK
Weakness 1. Less reach across country in terms of ATMs, branches as
compared to bigger banks
2. Brand visibility is less due to lack of advertising
Opportunity 1. International banking in areas with good pockets of Indian
population
2. Rural banking and more services for the rural areas
Threats 1. Economic slowdown
2. Highly competitive environment
3. Stringent Banking Norms







26





OBJECTIVES OF THE STUDY



To know the customer satisfaction level regarding Karnataka Bank.

To know the level of interest of customer regarding the different schemes of bank.

To know the preference of customer regarding the extra services.

To know the problems of customer regarding bank.





























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RESEARCH METHODOLOGY


RESEARCH DESIGN

The Proposed Research carries Exploratory Research Design followed by descriptive research
Design.

.
SAMPLE DESIGN
Sampling Unit - Customers of Karnataka bank in Udaipur city
.
Sample size - 50 respondents

Sampling Techniques - -Convenient Sampling.


DATA COLLECTION: - The objectives of my project are such that both primary and
secondary data is required to achieve them. So both primary and secondary data was used for the
project. The mode of collecting primary data is questionnaire mode and sources of secondary
data are various magazines, books, newspapers, & websites etc.

















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ANALYSIS AND INTERPRETATION

After the data collection, it was compiled, classified and tabulated manually and with help of
computer. Then the task of drawing inferences was accomplished with the help of percentage
and graphic method.

DATA INTERPRETATION

1. For how long you are part of Karnataka Bank?

Response No. of Respondents %age of Respondents
Less than 6 Months 10 20
Less than 1 Year 18 36
Less than 2 Years 7 14
More than 2 Years 15 30
Total 50 100



Interpretation:

From the above graph it is clear that majority of the respondents are part of KBL Bank from last
one year i.e. 36%; 30% of the respondents are part of KBL Bank from last more than 2 years;
20% respondents from 6 months and remaining 14% respondents are part of KBL Bank for last
two years.

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2. What are reasons that attract you to be a customer of the KBL bank?

Response No. of Respondents %age of Respondents
Image 13 26
Extra Services 12 24
Services 20 40
All of above 5 10





Interpretation:

From the above graph it is clear that majority of the respondents i.e. 40% are become part of
KBL Bank because of its services; 26% because of its image; 24% because of its extra services
and rest because of all the three factors.











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3.Do you know about these following services of the bank?

Services No. of Respondents %age of Respondents
Saving a/c 16 32
Fixed deposits 10 20
Current a/c 14 28
Demat a/c 2 4
Credit cards 3 6
Loans 5 10






Interpretation:

From the above graph it is clear that majority of the respondents are aware of saving a/c & FDs
i.e. 32%,.20%;28% are aware about current a/c, 4% demat a/c, 6% credit card, and 10% are
aware of loans.





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4. Which of these services are you using?


Response No. of Respondents %age of Respondents
Saving a/c 16 32
Fixed deposits 10 20
Current a/c 14 28
Credit cards 5 10
Loans 5 10





Interpretation:

From the above graph it is clear that majority of the respondents are using saving a/c i.e. 32%
20% are using FDs, 28% current a/c, , 5% credit card and 10% are users of loans.











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5. Do you know about the Extra services being provided by the bank?


Response No. of Respondents %age of Respondents
Yes 30 60
No 20 40










Interpretation:

From the above graph it is clear that 60% of the respondents are known about the innovative
services and the rest is unknown about it.










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6. Which of the following Extra service of the bank would you like to go in for?

Response No. of Respondents %age of Respondents
Phone banking 3 6
ATM 30 60
Net banking 5 10
Bill payment 5 10
None of these 2 4
All of these 5 10



Interpretation:

From the above graph it is clear that 6% of the respondents would like to go for phone banking,
60% for ATMs, 10% for net banking, 10% for bills payment, 4% dont want any innovative
services and 10% want all these services.







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7. What is your perception about the service of the bank?


Response No. of Respondents %age of Respondents
Good 18 36
Average 27 54
Poor 5 10



Interpretation:

From the above graph it is clear that 36% of the respondents found the service of KBL Bank
good, 54% found it average and 10% found it poor.












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8. Are you satisfied with the dealing of the bank officials?

Response No. of Respondents %age of Respondents
Yes 15 30
No 13 26
To some extent 22 44





Interpretation:

From the above graph it is clear that 30% of the respondents are satisfied with the dealing of the
bank officials, 44% are not fully satisfied and 26% are dissatisfied.













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9. Any problem you are facing regarding the bank?


Response No. of Respondents %age of Respondents
Timeliness 14 28
Customer relationship 6 12
Infrastructure 25 50
Others 5 10



Interpretation:

From the above graph it is clear that 28% of the respondent facing the problem of timeliness,
12% customer relationship and 50% of infrastructure and 10% others.











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10. How likely are you to recommend Bank services to a friend or colleague?

Response No. of Respondents %age of Respondents
Very unlikely 4 8
Somewhat unlikely 15 30
Neither likely nor unlikely 8 16
Somewhat likely 18 36
Very likely 5 10





Interpretation:

From the above graph it is clear that 8% of the respondents are unlikely to recommend the
services of KBL Bank to their friends and colleagues, 30% said somewhat unlikely, 16% said
neither likely nor unlikely, 36% said somewhat likely and 10% said very likely to
recommend the services of the bank.









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11. How will you rate the Karnataka Bank in maintaining good customer relationship?


Response No. of Respondents %age of Respondents
Good 17 34
Average 25 50
Poor 8 16








Interpretation:

From the above graph it is clear that 34% of the respondents said KBL Bank is good in
maintaining customer relationship, 50% said it is average and rest 16% said it is poor in
maintaining good customer relationship.







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12. What is your overall satisfaction rating with Karnataka bank?


Response No. of Respondents %age of Respondents
Very dissatisfied 2 4
Somewhat dissatisfied 4 8
Neither satisfied nor
dissatisfied
10 20
Very satisfied 23 46
Somewhat satisfied 11 22




Interpretation:

From the above graph it is clear that 46% of the respondents are very satisfied with the bank,
22% are somewhat satisfied, 20% are neither satisfied nor dissatisfied, 8% are somewhat
dissatisfied and 4% are very much dissatisfied with the bank.







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FINDINGS OF THE STUDY

Majority of the customers are satisfied with KBL Bank.

Majority of the customers are aware of services and extra services offered by KBL
Bank. But not all the services.

The majority of the customers found services of the bank are average.

Majority of the respondents are found the bank is average in maintaining the good
customer relationship.


The perception of the majority of the customer regarding the bank is good because
majority of the customers are satisfied with the bank and they also recommend the
products of the bank.

The most preferable extra service is ATMs and the less preferable services are bills
payment, net banking and phone banking.

The majority of customers are more interested in FDs, and saving a/cs.

The majority of the customers are satisfied with the dealing of the officials upto some
extent.

Main factor that attract customers towards bank is the services of the bank.













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SUGGESTIONS AND RECOMMENDATIONS


The Bank should make some efforts to improving good relationship with customer.

The bank should enhance their services according to the needs of the customer.

The bank should make its procedures less time consuming.

The bank should make effort to aware the customers about their all the extra services.

The bank should open more ATMs in the city.

The bank should improve its infrastructure facilities.





























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LIMITATIONS OF THE STUDY


The study was only for the Karnataka Bank confined to a particular location and a
very small sample of respondents.
Respondents may give biased answers for the required data. Some of the
respondents did not like to respond.
In my study i have included 50 customers of bank because of time limit.




























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CONCLUSION


At the end I would like to conclude that the majority of customers are satisfied, but the bank
should target on the rest of the customers who are not satisfied.The bank should try to find out
the different needs of the customers and services accordingly.


































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BIBLIOGRAPHY


1. www.karnatakabank.com
2. businesstoday.intoday.in
3. C.R .Kothari Research Methodology


























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QUESTIONNAIRE

Name ______________________ Age _______________________

Gender _____________________ Occupation _________________

Annually Income _____________ e-mail _____________________

Address _____________________________________________________

. 1. For how long you are part of KBL Bank?
Less than 6 Months ( ) Less than 1 Year ( )
Less than 2 Years ( ) More than 2 Years ( )

2. What are reasons that attract you to be a customer of the bank?

a) its image ( )
b) its service ( )
c) products ( )
d) all of the above ( )
3.Do you know about these services of the banking industry?

a) Savings a/c Yes/no
b) Fixed deposits yes/no
c) Current a/cs yes/no
d) Demat a/cs yes/no
e) Credit card yes/no
f) Insurances yes/no
g) Mutual funds yes/no
h) Loans yes/no
4. Which of these products are you using?

a) Savings a/c yes/no
b) Fixed deposits yes/no
c) Current a/c yes/no
d) De-mat a/c yes/no
e) Credit card a/c yes/no
f) Insurance yes/no
g) Mutual finds yes/no
h) Loans yes/no
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5. Do you know about the extra services being provided by

the bank?

a) Yes
b) No



6. Which of the following extra service of the banks would you

Like to go in for?

a) Phone banking ( )
b) ATM ( )
c) Net banking ( )
d) Mobile banking ( )
e) Bill payment ( )
f) All of these ( )
g) None of these ( )

.7. What is your perception regarding the service of the bank?

a) Good ( )
b) Average ( )
c) Poor ( )

8Are you satisfied with the dealing of the bank officials?

a. Yes ( )
b. No ( )
c. To some extend ( )

9Any problem you are facings regarding the bank?
Timeliness ( )
Customer relationship ( )
Infrastructure ( )
Others ( )








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10.. How likely are you to recommend Bank services to a friend or colleague?

(1) Very unlikely ( )
(2) Somewhat unlikely ( )
(3) Neither likely nor unlikely ( )
(4) Very likely ( )
(5) Somewhat likely ( )





11. How will you rate the KBL Bank in maintaining good customer relationship?

(1) Good ( )
(2) Average ( )
(3) Poor ( )

12. What is your overall satisfaction rating with our company?

(1) Very dissatisfied ( )
(2) Somewhat dissatisfied ( )
(3) Nether satisfied nor dissatisfied ( )
(4) Very satisfied ( )
(5) Somewhat satisfied ( )


Thanks for participating in the survey.
















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