CHAPTER 1

INTRODUCTION

1
 CHAPTER 1

INRODUCTION

1.1 HISTORY OF BANKING

Banking is nearly as old as civilization. The history of banking could be

said to have started with the appearance of money. The first record of
minted metal coins was in Mesopotamia in about 2500B.C. the first
European banknotes, which was handwritten appeared in1661, in
Sweden. Printed paper money appeared in the 1700s and 1800s, with
many banks created to deal with increasing trade.

The history of banking in each country runs in lines with the

development of trade and industry, and with the level of political
confidence and stability. The ancient Romans developed an advanced
banking system to serve their vast trade network, which extended
throughout Europe, Asia and Africa.

2
Modern banking began in Venice. The word bank comes from the Italian
word ban co, meaning bench, because moneylenders worked on
benches in market places. The bank of Venice was established in 1171 to
help the government raise finance for a war.

At the same time, in England merchant started to ask goldsmiths to hold

gold and silver in their safes in return for a fee. Receipts given to the
Merchant were sometimes used to buy or sell, with the metal itself
staying under lock and key. The goldsmith realized that they could lend
out some of the gold and silver that they had and charge interest, as not
all of the merchants would ask for the gold and silver back at the same
time. Eventually, instead of charging the merchants, the goldsmiths paid
them to deposit their gold and silver.

The bank of England was formed in 1694 to borrow money from the
public for the government to finance the war of Augsburg against
France. By 1709, goldsmith were using bank of England notes of their
own receipts.

New technology transformed the banking industry in the 1900s round

the world, banks merged into larger and fewer groups and expanded into
other country.

3
1.2 BANKING STRUCTURE IN INDIA:

In todays dynamic world banks are inevitable for the development of a

country. Banks play a pivotal role in enhancing each and every sector.
They have helped bring a draw of development on the worlds horizon
and developing country like India is no exception.

Banks fulfills the role of a financial intermediary. This means that it acts
as a vehicle for moving finance from those who have surplus money to
(however temporarily) those who have deficit. In everyday branch terms
the banks channel funds from depositors whose accounts are in credit to
borrowers who are in debit. Without the intermediary of the banks both
their depositors and their borrowers would have to contact each other
directly.

Before few decades there existed some influential people who used to
land money. But a substantially high rate of interest was charged which
made borrowing of money out of the reach of the majority of the people
so there arose a need for a financial intermediate.

The Bank have developed their roles to such an extent that a direct
contact between the depositors and borrowers in now known as
disintermediation.

4
 INDIAN BANKING SYSTEM:
Reserve Bank of India

Schedule Banks Non-Schedule Banks

Central co-op
Commercial Banks
Banks and Primary
State co-op Commercial Banks Cr. Societies
Banks

Indian Foreign

Public Sector HDFC, UCCO,

Private Sector Banks
Banks ICIC ETC.

ICICI etc.

State Bank of India Other Nationalized Banks Regional Rural

and its Subsidiaries Banks

5
1.3HISTORY OF COMPANY:

Came into existence on 17th March 1920 (License No. RPCD.09/2009-10).

Indora Banking Union was merged and 2nd Branch of the Bank opened at
Nurpur in Jan1956

Palampur Banking Union was merged and 3rd Branch of the Bank opened at
Palampur in Jan1957

The Bank suffered losses because of the partition in 1947 to the tune of

In Mar 1962, the bank suffering from the setback of partition was granted
Rs.4.09 Lacks by the Govt.

Govt. also provided Interest Free Relief Loan of Rs.3.98 Lacks and Govt. of
India Loan of Rs.4.97 Lacks @ 3.87% in 1962 in 1971-72

The Bank entered into the deposit mobilization scheme of Pong Dam Area
aggressively and secured maximum share of Deposit Bank Deposits
increased from Rs. 256 Lacks in 1971-72 to Rs. 1054 lacks in 1973-74.

6
1.4COMPANY PROFILE:
THE KANGRA CENTRAL CO-OPERATED BANK LTD.
started in a very humble way as a small Thrift/Credit Society in March,
1960 by a few friends of District Kangra of Himachal to help out the
people of Himachal residing in Delhi to uplift their economic conditions
and tide over the financial hardships. Dedication, sincerity and honesty
of these members/associates brought rich fruits and this Thrift/Credit
Society grew up into a big society within twelve years after its formation
and successful running was converted into a primary urban Cooperative
Bank in 1972 by RBI and was permitted to carry out banking activities
including acceptance of deposits from public (non-members) by opening
their Saving, Current and RD A/cs. Twenty three years there from in
June 1995 it was granted a license to carry out the banking business by
the Reserve Bank of India. Thereafter, it was granted license to open
branches and consequently six more branches were added in February,
May, December 1996, June 1998 ,October 2008 and the last one in July
2009. In May 1970 it purchased Paharganj building and reconstructed
the same in 1993. In October, 1997 it purchased the present premises at
Janakpuri to set up administrative and HO. Central accounts and
Personnel department are functioning from this building. It has a board
meeting room. One branch also functions here.

7
 The main branch along with its service branch, arbitration and
recovery department is situated in its own three storied building at
Paharganj.

It purchased another Building in April 2008 At Jagatpuri where its

one of the existing Branches has already been functioning.

AGBM and elections, audit etc. are held on regular intervals. Bank is
giving dividend to its Share-holders regularly and lastly declared @ 18%
the highest declared/paid so far. Bank has also introduced three schemes
of welfare nature for its shareholders. First one is where grant of
Rs20,000/- is given to the nominee of the deceased members and no
interest is charged up to 50000/- liability in case of death of the member,
the second one is where scholarship @ Rs.150/- and Rs.200/- per month
is given to the brilliant wards of the members and staff and the third one
is to give one time incentive to those wards of members / staff who get
90 % marks in Board examination. Amount of incentive is Rs.3100/- and
Rs.5100/- for 10th and 12th class respectively

All the branches of the bank remain open for six days a week with full
day banking service on Saturday. For the convenience of its customers
it is having agency arrangement with HDFC Bank which enables the
bank to issue Demand Drafts on HDFC branches across the country, to
arrange collection of out-station cheques within a week or ten days.

8
Bank is also maintaining C-SGL A/c with HDFC and also participates
in the non-competitive bids of RBI for the purchased of Govt. Securities.

For its employees bank has introduced several good schemes like cover
of medical claim insurance, covering expenses up to 3.00 lacs requiring
hospitalization of the employee, his or her spouse & up to two
childrens. Facility of housing loan up to ten lacs is also available for
the staff.

It has in place well defined service rules which ensure career growth to
its employees. It also celebrates annual day in which awards for best
branch, workers etc. are also given.

Bank has also introduced welfare schemes for its employees which
includes grant of Rs.1 lacs on death and on permanent disability on duty.
Additional reimbursement is also given in case of serious deceases like
heart, kidney transplantations, cancer, T.B. etc.

In order to improve the knowledge of the staff guest lectures are also
arranged on important topics related to the banking activities from time
to time.

9
FINANCIAL POSITION
AS ON 31.03.2016

HEAD FINANCIAL POSITON(Rs. In

Crore)
Share Money 27.65
Reserves 35.25
Working Capital 844.01
Deposits 736.76
Advances 459.93
Net Profit Before Tax 13.47
Net profit after Tax 8.55

10
1.4 ROLE OF REGISTRAR OF COOPERATIVE
SOCIETIES:-

The KANGRA CO-OPERATIVE BANK WAS registered /FORMED AS A co-

operative society and thereafter converted to a Co-operative bank. All co-operative
societies and banks are governed by the co-operative act and falls under the
jurisdiction of the RCS of the concerned state. As such we are being looked after
by the RCS office of Delhi government.

ROLE OF REGISTRAR OF COOPERATIVE SOCIETIES

Right from the Registration of a Cooperative Society till the cancellation of its
registration, the Registrar acts as friend, philosopher and guide to the cooperatives
and ensures that Cooperative Societies function in accordance with the
Cooperative Act. In fact the Registrar is "Trimurti" of the Cooperative movement.
The main functions of the Registrar are as under:

1. Registration of Cooperative Societies;

2. Registration of amendments in the Bye-laws of Cooperative Societies;

3. Amalgamation, Division and re-organization of Cooperative

Societies;

4. Ensure timely Election of the Managing Committee in Cooperative

Societies;

5. Conduct elections of Managing Committee in primary cooperative

banks and federal cooperative societies;
11
6. Ensure proper investment of funds by Cooperative Societies as per
Act and Rules;

7. Conduct audit, order inspection, enquiry and also fixing surcharge on

negligent functionaries of cooperative societies;

8. Settle disputes of Cooperative Societies through the process of

arbitration.

9. Function as an appellate Court;

10.Enforcement/execution of Orders, Awards and Decrees of various

Courts;

11.Order winding up and cancellation of registration of defunct/non-

functional societies.

12.Operating Cooperative Education Fund for training, education,

propaganda and publicity programmed for the development of
Cooperative Movement in the NCT of Delhi.

13.To frame/amend Delhi Cooperative Societies Rules, 1973 from time

to time.

14.Issue Instructions/directives for the promotion of business of different

type of Cooperatives;

15.To approve proposals for enrolment, resignation and cessation of

membership in Housing Cooperative; and

12
To frame, execute and monitor various beneficiary schemes approved by the
Central /State Govt., including financial assistance to various sectors of
Co-operatives.

1.6MISSION & VISION STATEMENT OF THE BANK

MISSION

KCC Banks began operations in 1995 with a simple mission to be a World

Class Indian Bank. We realized that only a single-minded focus on product quality
and service excellence would help us get there. Today, the bank is on the way
towards that goal. It is extremely gratifying that its efforts towards providing
customer convenience have been appreciated both nationally and internationally.
The banks aim is to build a sound customer franchise across distinct businesses so
as to be the preferred provider of banking services in the niche segments that the
bank operates in and to achieve healthy growth in profitability, consistent with the
banks risk appetite.

The economic development of any country depends on the extent to which its
financial system efficiently and effectively mobilizes and allocates resources.
There are a number of banks and financial institutions that perform this function;
one of them is the development bank. Development banks are unique financial
institutions that perform the special task of fostering the development of a nation,
generally not undertaken by other banks.

Development banks are financial agencies that provide medium-and long-term

financial assistance and act as catalytic agents in promoting balanced
developmentof the country. They are engaged in promotion and development of
industry, agriculture, and other key sectors.

The objectives of development banks are:

13
 To serve as an agent of development in various sectors, viz. industry,
agriculture, and international trade

To accelerate the growth of the economy

To allocate resources to high priority areas

To develop entrepreneurial skills

To promote the development of rural areas

To finance housing, small scale industries, infrastructure, and social utilities.

In addition, they are assigned a special role in:

Planning, promoting, and developing industries to fill the gaps in industrial

sector.

Coordinating the working of institutions engaged in financing, promoting or

developing industries, agriculture, or trade, rendering promotional services
such as discovering project ideas, undertaking feasibility studies, and
providing technical, financial, and managerial assistance for the
implementation of projects

VISION
To Strengthen And Upgrade It System In The Bank.

To introduce new service rules with new pay scales.

To make steps to provide quality services to the customers.

To get scheduled status for the bank.

To create a befitted set up matching the status of bank

14
 CHAPTER 2

LOAN SCHEMES OF KCCB

15
CHAPTER 2
2.2 LOAN SCHEMES OF BANK:

A loan is an arrangement in which a lender gives money or property to a

borrower, and the borrower agrees to return the property or repay the
money, usually along with interest, at some future point in time. Usually,
there is a predetermined time for repaying a loan, and generally the
lender has to bear the risk that the borrower may or may not repay a
loan.
THE KANGRA CENTRAL COOPERATIVE BANK Provide various
type of loans to its customer as well as to its employees such as house
loan, education loan, consumer loan, crop loan, personal loan, vehicle
loan, SSI Loan etc. Objectives, purpose and eligibility of these loans are
explain below.

HOUSE LOAN:

Purpose:

For the construction of new house, extension of house, purchase of

constructed house/flat, purchase of land for construction of house, repair
of house.

Eligibility:
Any individual of 21 year and above but less than 65 years having
regular and steady income is eligible for house loan.

16
Repayment period:

MORATORIUM PERIOD:
For construction of house, purchase of a flat/house on installment
basis from Govt., housing society, public agency etc. maximum
moratorium permitted 18 months from the date of 1st disbarment or
till 2 months after completion of construction, whichever is earlier.
For other purpose one month after the date of full disbursement.

GOVT. EMPLOYEES:

Maximum 20 years or date of superannuation of the employees

whichever is less.

NON SALARIED INDIVIDUALS:

Maximum 15 years or till he/she attains the age of 65 years

whichever is less.

RATE OF INTEREST:

Are applicable as per H.O. Circular and subject to change from time to
time.

17
EDUCATION LOAN:

OBJECTIVE:

To provide financial assistance to deserving/meritorious student with an

opportunity including undertaking basic education and to the meritorious
students to pursue higher professional and technical education in India.

ELIGIBILITY:

Course eligibility:
I. School education including +2 stage.
II. Graduation courses.
III. P.G. courses.
IV. Professional courses: Engineering, Medical, Agriculture,
Law, Management etc.
V. Course like CA, CS, ICWA etc.
VI. Course conducted by IIM, IIT, NIFT, NIFD etc.
VII. Evening courses of approved institution.
VIII. Courses offered by national institute & other private reputed
institute.

Student eligibility:

I. Should be an Indian National.

II. Should have secured admission in professional/technical courses
through entrance test/selection process.

18
III. Student should have secured pass marks in the qualifying
examination for admission to Graduation College.

CROP LOAN/KISAN CREDIT CARD:

OBJECTIVE:

The scheme aims at providing adequate and timely credit for the
comprehensive credit requirements of farmers for taking up agriculture
and allied activities under single window, with flexible and simplified
procedure, adopting whole farm approach, including the short-term
credit needs and reasonable component for consumption needs, through
KISAN CREDIT CARD including repayment of farmers dues to non-
institutional lenders.

FEATURE OF KISAN CREDIT CARD SCHEME:

i. Eligible farmers to be provided with KISAN CREDIT CARD

and passbook or card-cum-passbook and ATM card.
ii. Revolving cash credit facility involving any number of
drawals and repayments within limits.
iii. Limit to be fixed on the basis of operational land holding ,
cropping pattern and scale of finance.
iv. Entire production credit needs for full year plus ancillary
activities related to crop production to be considered while
fixing limit.

19
 v. Card valid for 5 year subject to annual review. An incentive
for good performance, credit limits could be enhanced to take
care of increase in costs, change in cropping pattern, etc.

vi. Withdrawals through cheques accompanied by card and

passbook through issuing branch.
vii. Withdrawals through ATM also permitted.
viii. Interest as applicable for S.B. Account, is payable in the
revolving cash credit account on the credit balance, if any.

SSI LOANS:

OBJECTIVES:

To provide financial assistance to the entrepreneur to set up new units

expansion, modernization, of existing units, construction of building,
installation of machinery & equipment, construction of school, purchase
traditional and power looms etc. & working capital.

AREA OF OPERATION:

Through all branches of bank.

Eligibility:

ALL type of small business units, retail traders, artisans, village

industries, small scale industrial units, small scale services etc.

20
Repayment period:

5 to 10 years (for term loan) depending upon the project profitability

including the gestation/moratorium period of 3 to 18 months.

SOME OTHER LOAN SCHEMES ARE:

VEHICLE LOAN
CONSUMER LOAN
PERSONAL LOAN TO GOVT. EMPLOYEES
AAM ADMI KI RINN YOJNA
SELF HELP GROUPS
CASH CREDIT LIMIT
LOAN FOR PROFESSIONALS FOR ACQUIRING OFFICE
PREMISES, MACHINERY, TOOLS & EQUIPMENTS

21
 CHAPTER 3

RESEARCH METHODOLOGY

22
CHAPTER -3:

RESEARCH METHDOLOGY:

3.1 Research Methodology

Introduction and meaning:-

Research methodology is way to systematically solve the research

problem. The research methodology includes the various methods and
techniques for conducting a researched. Salinger and M. Stephenson in
the encyclopedia of social sciences define research as the manipulation
things, concepts or verify knowledge, whether that knowledge aids in
construction of theory or in the practice of an art

Research is a careful investigation or inquiry especially through search

for new facts in branch of knowledge: market research specifies
information. Required to address these issues: designs the method for
collecting information: manage and implements the data collecting
process analyses the results and communicates the finding and their
implications

23
RESEARCH OBJECTIVES AND SCOPE OF RESEARCH
PROJECT
OBJECTIVE OF STUDY:

To know the lending practices KCCB.

To know different type of loan preferred by different set of
customer.
To know the satisfaction level of customers from banks lending
policies.
To analyze the efficiency and effectiveness of bank.
To measure and compare various loan schemes.

Scope of the Study

Each and every project study along with its certain objectives also have scope for
future. And this scope in future gives to new researches a new need to research a
new project with a new scope. Scope of the study not only consist one or two
future business plan but sometime it also gives idea about a new business which
becomes much more profitable for the researches then the older one.

Scope of the study could give the projected scenario for a new successful
strategy with a proper implementation plan. Whatever scope I observed in my
project are not exactly having all the features of the scope which I described above
but also not lacking all the features

24
 - Research study could give an idea of network expansion for capturing more
market and customer with better services and lower cost, without
compromising with quality.
- In future customer requirements could be added with the product and
services for getting an edge over competitors.
- Factors which are responsible for the performance for bank can also be used
for the modification of the strategy and product for being more profitable.
- Factors which I observed while doing project study are following-
Loan schemes of bank

Loans preferred by customers

Competitor

Advertisement/promotional activities

3.2 RESEARCH DESIGN:

Research design constitutes the blue print for the collection,

measurement and analysis of data. Descriptive research is used in this
study in order to identify loan schemes of the bank and determining
customers level satisfaction. The research has been conducted on users
within GAGRET in Una district. For the selection of the sample,
convenient sampling method was adopted and an attempt has been made
to include all the age groups and gender within different occupation.

25
 3.3 COLLECTION OF DATA:

1. PRIMARY DATA:

Observation method
Structured questionnaire
Interview method

2. SECONDARY DATA:

Annual reports of banks

Books
Internet

Sample units:

The study population includes the customers of the bank and sampling
unit for study was individual customer.

SAMPLE SIZE:

50 Respondents.

26
 CHAPTER-4:

Data analysis and interpretation

27
1.Your Occupation?

Category No. of respondents Percentage

Business 15 30

Profession 14 28

Service 18 36

Student 3 6

% OF RESPONDENT

6%

30%

Business
36%
Profession
Service
Student

28%

INTERPRETATION: 30% respondents Occupation is Business, 28%

respondents Occupation is Profession, 36% respondents Occupation is
Service, 6% respondents Occupation is Student.

28
2. Which loan you prefer most?
Kind of loan No. of respondent Percentage (%)
House loan 13 26%
Personal loan 11 22%
Consumer loan 6 12%
Education loan 8 16%
Vehicle loan 10 20%
Other 2 4%

PREFRENCE OF CUSTOMER FOR LOAN

4%

26%
20%
House loan
Personal loan
consumer
Education
Vehicle
16%
Other

22%

12%

INTERPRETATION: Present study reveals that majority of people

prefer house, personal, and vehicle loan and less consumer prefer
education, consumer and education loan.

29
3: What promoted the customer to take loan?

Reason for taking No, of respondent Percentage (%)

loan
Reasonable rate of 13 26%
interest
More scheme 8 16%
Easy repayment 23 46%
Any other 6 12%

What promoted the customer to take loan

from KCCB
12%
26%

46% 16%

Reasonable rate of interest More scheme Easy repayment Any other

INTERPRETATION: 46% take loan because of easy payment, 26% because of

reasonable rate of interest, 16% because of more scheme, 12% because of other
reason.

30
4: Range of amount people prefer.
Loan Amount No. of No. of
respondent respondent
Less than 1,00,000 4 8%
Between 1,00,000 to 5,00,000 7 14%
Between 5,00,000 to 10,00,000 19 38%
More than 10,00,000 20 40%

AMOUNT OF LOAN PREFER MOST

8%
14% LESS THAN 1,00,000
40%
FROM 1,00,000 TO 5,00,000
FROM 5,00,000 TO 10,00,000
MORE THAN 10,00,000
38%

INTERPRETATION: 8% prefer less than 100000, 14% prefer 100000 to

500000, 38% prefer 500000 to 1000000 and 40% more than 1000000.

31
5: Satisfaction of the customers with the amount and period of
installments
No. of respondent Percentage (%)
Yes 34 68%
No 6 12%
Cant say 10 20%

SATISFACTION OF CUSTOMER WITH AMOUNT

AND PERIOD OF INSTALLEMENT
0

20%

12%

68%

YES NO CAN'T SAY

INTERPRETATION: 68% people say yes, 20% say no and 12% say
no idea.

32
 6: Preferable term of loan.

Term of loan No. of respondent Percentage (%)

Less than 2 year 8 16%
2 to 5 year 10 20%
More than 5 year 32 64%

PREFERABLE TERM OF LOAN

0

16%

20%

64%

LESS THAN 2 YEAR 2 TO 5 YEAR MORE THAN 5 YEAR

INTERPRETATION: 64% prefer more than 5 year, 20% prefer 2 to 5 year

and 12 % prefer less than 2 year.

33
7: Is the staff of KCC bank is co-operative?

Category No. of respondents Percentage

Yes 34 68%
No 11 22%
No idea 5 10%

PERCENTAGE OF RESPONDENT
80%

70%

60% 68%
% OF RESPONDENT

50%

40%

30%

20%
22%
10%
10%
0%
YES NO NO IDEA

PERCENTAGE OF RESPONDENT
CATEGORY

Interpretation From above response it can be seen that.

68% respondents believe that staff of KCC bank is co-operative.
22% respondents believe that staff of KCC bank is not co-operative.
10% respondents have no idea

34
8: Average time taken for processing of loan.
Avg. time for processing of No. of respondent Percentage
loan

Less than 10 days 30 60%

From 10 to 20 days 13 26%
More than 20 days 7 14%

Avg. time for processing of loan taken

60%

50%
% OF RESPONDENT

40%
60%
30%

20%
26%
10% 14%

0%
LESS THAN 10 FROM 10 TO 20 MORE THAN 20
DAYS DAYS DAYS
NO. OF DAYS TAKEN

INTERPRETATION: 60% respondent Says that avg. time taken for

processing of loan is less than 10 days, 26% says from 10 to 20 days and
14% says that more than 20 days.

35
9: Customer ranking for services of bank
Ranking of customer No. of respondent Percentage
Excellent 12 24%
Good 26 52%
Average 12 24%
Poor 1 2%

CUSTOMER RNKING FOR SEVICES OF BANK

2%

24%
24%

53%

EXCELLENT GOOD AVG. POOR

INTERPRETATION: 53% Respondent says customer services are

good, 24% says it is excellent and another 24% says it is avg. 2% says it
is poor.

36
10. Customers who would like to refer the co-op. banks to their friends
and relatives.
Bank refer to others No. of respondent Percentage (%)
Always 39 78%
Sometime 9 18%
Never 2 4%

% OF CUSTOMERS OF WHO LIKE TO REFER

KCCB TO THEIR FRIENDS

78%
% OF RESPONDENT

18%
4%
% of customers of who like to refer KCCB to
Always Sometime Never
CUSTOMERS WHO LIKE TO REFER BANK TO OTHER

INTERPRETATION:78% of the respondents would like to refer the bank to

their friends and relatives which shows that they are satisfied from the services
and lending practices of the bank.

37
 CHAPTER 5

CONCLUSION LIMITATION &

SUGGESTION

38
 5.1 CONCIUSION:

From this project report we concluded following points:

1. Majority (26% as per the study) of the respondent were having housing loan
from this bank.
2. Most (64% as per the study) of the people prefer to take long term loan which
is more than 5 years.
3. There is a very simple procedure followed by bank for loan.
4 Easy repayment and less formalities are the main factors determining
customers selection of loans.
5 Quality of services provided by the staff is satisfactory because bank is
catering to a small segment only and the customers are properly dealt with.
6. Customers are satisfied with the mode of repayment of installments.
7. Average time for the processing of loan is less. i.e. approx. 10 days.

39
5.2 Limitation of study:

Every work has its own limitation. Limitations are extent to which the
process should not exceed. Limitations of this project are:

1. The study is based on the data of past three or four years only.

2. The data for study mainly based on a single branch bank.

3. The time period of the research was limited.

4. Mindset of people may vary depending upon their age, gender,
income etc.
5. Getting appointment from the concern person was very difficult.
6. People mind set about the survey was obstacles in acquiring complete
7. Respondents were very busy in their schedule. So it was very time
consuming for information & positive interaction, them to answer all the
questions properly.

40
5.3SUGGESTIONS:

1. The bank should provide life time valid ATM card to all its
customers.

2. The bank should plan to introduce new schemes for attracting new
customers and satisfying the present ones.

3. The bank should plan for expansion of branches.

4. The bank should improve the customer services of the bank to a

better extent.

5. Make people understand about the various benefits of its products

41
 Annexure-1
Bibliography

1. Andrew Campbell (2007), "Bank insolvency and the problem of

nonperforming loans", Journal of Banking Regulation, 25-45.

2. KC Shekhar and Lekshmy Shekhar (2007), Banking theory and

practice, Nineteenth edition, reprint 2007, Vikas publishing house Pvt.
ltd. (India), Chapter: 16.

WEB REFERENCES

http:www.kccb.com

www.ijsrp.org

www.programmer2programmer.net

42
 Annexure-2
Questionnaire
1. QUESTIONNAIRE

Dear Sir/Madam,
Name: ..
Address: ..
Contact No :( O) (M)
City: ...............Pin: .State:
I am a student of GOVT. COLLEGE DHARMSHALA presently doing a
project on LOAN SCHEMES OF KCCB. I request you to kindly fill the
questionnaire below.

1. Occupation.
Business
Profession
Service
Student

2. .Which loan you prefer most?

House loan

Personal

Consumer

Education

43
3. What promoted you to take loan from KCCB?
Reasonable rate of interest
More schemes
Easy repayment
Any other

4. Range of amount people prefer?

Less than 1,00,000

1,00,000 to 5,00,000
5,00,000 to 10,00,000
MORE THAN 10,00,000
5. Are you satisfied with amount of loan of period of installment?
Yes
No
6. Preferable term of loan
Less than 2 year

2 to 5 year

More than 5 year

7. Is the staff of KCC bank is co-operative?
Yes
No

44
8. Avg. time for taken for processing of loan
Less than 10 days

10 to 20 days

More than 20 days

9. Give ranking for the services of bank?

Excellent
Good
Average
Poor

10. Customers who would like to refer the co-op. banks to their friends
and relatives.

Always
Sometime
Never

Date:
Place: Signature
Thank You

45