CERTIFICATE

This is to certify that the project report entitled “comprehensive review of

indian banking and customer perception towards their services”
submitted by Mr. Dev raj is a bonafied piece of work conducted
under my direct supervision and guidance. No part of this work has
been submitted for any other degree of any other university. It may
be considered for evaluation in partial fulfillment of the degree of
Masters in Business Administration.

Dated : Project Guide:

Mr. Gurdev singh thakur
(Lect. in management)

Apeejay institute of Management

Jalandhar
 PREFACE

Someone has rightly said that practical experience is far better and closer to the
real world than mere theoretical exposure. The practical experience helps the
students to view the real business world closely, which in turn widely influences
their perceptions and arguments their understanding of the real situation.

The phenomenon of creation is a long process requiring time, energy and

dedications well as skill and experience of those people engaged in the task,
ultimately in the outcome as the final form of embodiment of the creator’s vision.
Research work constitutes the backbone of any management education
programme. A management student has to do research work quiet frequently
during his entire span.

The research work entitled “comprehensive study of banking and customer

perception towards its service” aims to study the banking sector of India and to
find their final result and ranking in 2005 and to know about the level of
satisfaction of customer regarding the service of banks. For this purpose the
respondents from Jalandhar city have been chosen.

MBA is the stepping-stone to management care in order to reach practical and

concrete results. Our contemporary lives have been influenced by the
advancement and growth in banking sector. Wherein the banking sector of 21st
century are unthinkable. This study aims to explore all such phases.

The course deals with matters, which are basic and should be known in relation
to banking sector. The topics are dealt with in a general manner. There would be
details about the profile of some banks, their ranking in banking sector of India
and their profitability their growth and services availed by customers in banks.
ACNOWELDGEMENT

Proper guidance and help of other to achieve success in his mission plays an
important role, similarly it was not easy for me to complete my final project. I am
indeed very much thankful to all the people who have helped me to complete the
project.

I am gratefully indebted to Mr. Gurdev singh thakur, my project guide for

providing me all the necessary help and required guidelines for the completion of
my project and also for the valuable time that he gave me from his schedule.

Last but not least I am thankful to all my friends, respondent who have been a
constant source of inspiration and information for me. I thanks to almighty for
showering his blessing.

Dev raj
TABLE OF CONTENTS

S.NO. PARTICULARS PAGE NO.

CERTIFICATE
PREFACE
ACKNOWLEDGEMENT

CHAPTER 1.
INTRODUCTION

1.1 Indian banking sector

1.2 Reserve bank of india
1.3 Function of RBI
CHAPTER 2.
OPPORTUNITIES AND CHALLENGES
OF OPEN MARKET 2009

CHAPTER 3.
STRATEGIES OF INDIAN BANKS

CHAPTER 4.
OBJECTIVES
CHAPTER 5.
RESEARCH METHODOLOGY

CHAPTER 6.
DATA ANALYSIS AND
INTERPRETATION

FINDINGS

SUGGESTIONS AND
RECOMMENDATIONS

CONCLUSION

APPENDICES

QUESTIONNAIRE
BIBLIOGRAPHY
 LIST OF TABLES

S.No. PARTICULARS PAGE. NO.

4.1 Having a bank account or not
4.2.1 Types of account
4.2.2 Problem faced by customers
4.2.3 Types of banks
Public sector bank
4.3.1 Private sector bank
4.3.2 Reason for choice of public sector bank.
4.3.3 Reason for choice of private banks
4.3.4 Public sector services
4.3.5 Private sector services
4.3.6 Satisfaction level from public banks
4.3.7 Satisfaction from private banks
4.3.8 Banking deposits schemes in public banks
4.3.9 Banking deposits schemes in private banks
4.3.10 Banking loan from public bank.
4.3.11 Banking loan from private banks.
4.3.12 Satisfaction from public sector banks.
 LIST OF GRAPHS

S.No. PARTICULARS PAGE. NO.

4.1 Having a bank account or not
4.3.13 Types of account
4.3.14 Problem faced by customers
4.3.15 Types of banks
Public sector bank
4.4.1 Private sector bank
4.4.2 Reason for choice of public sector bank.
4.4.3 Reason for choice of private banks
4.4.4 Public sector services
4.4.5 Private sector services
4.4.6 Satisfaction level from public banks
4.4.7 Satisfaction from private banks
4.4.8 Banking deposits schemes in public banks
4.4.9 Banking deposits schemes in private banks
4.4.10 Banking loan from public bank.
4.4.11 Banking loan from private banks.
 Introduction
1.1 Indian banking sector
The banking section will navigate through all the aspects of the Banking System
in India. It will discuss upon the matters with the birth of the banking concept in
the country to new players adding their names in the industry in coming few
years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks
Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has
been well defined under three separate heads with one page dedicated to each
bank.

However, in the introduction part of the entire banking cosmos, the past has been
well explained under three different heads namely:

• History of Banking in India

• Nationalization of Banks in India
• Scheduled Commercial Banks in India

Nationalization Of Banks In India

The nationalization of banks in India took place in 1969 by Mrs. Indira Gandhi the
ten prime minister. It nationalized 14 banks then. These banks were mostly
owned by businessmen and even managed by them.

• Central bank of india

• Bank of Maharashtra
• Dena Bank
• Punjab National bank
• Syndicate Bank
• Canara Bank
• Indian Bank
• Indian Overseas Bank
• Bank of Baroda
• Union Bank
• Allahabad Bank
• United Bank of India
• UCO Bank
• Bank of India
Before the steps of nationalization of Indian banks, only State Bank of India (SBI)
was nationalized. It took place in July 1955 under the SBI Act of 1955.
Nationalization of Seven State Banks of India (formed subsidiary) took place on
19thJuly,1960.

The State Bank of India is India's largest commercial bank and is ranked one of
the top five banks worldwide. It serves 90 million customers through a network of
9,000 branches and it offers -- either directly or through subsidiaries -- a wide
range of banking services.

The second phase of nationalization of Indian banks took place in the year 1980.
Seven more banks were nationalized with deposits over 200 crores. Till this year,
approximately 80% of the banking segments in India were under Government
ownership.

After the nationalization of banks in India, the branches of the public sector banks
rose to approximately 800% in deposits and advances took a huge jump by
11,000%.

• 1955: Nationalization of State Bank of India.

• 1959: Nationalization of SBI subsidiaries.
• 1969: Nationalization of 14 major banks.
• 1980: Nationalization of seven banks with deposits over 200 crores.

1.2 Reserve Bank of India (RBI)

The central bank of the country is the Reserve Bank of India (RBI). It was
established in April 1935 with a share capital of Rs. 5 crores on the basis of the
recommendations of the Hilton Young Commission. The share capital was
divided into shares of Rs. 100 each fully paid which was entirely owned by
private shareholders in the beginning. The Government held shares of nominal
value of Rs. 2, 20,000. Reserve Bank of India was nationalized in the year 1949.
The general superintendence and direction of the Bank is entrusted to Central
Board of Directors of 20 members, the Governor and four Deputy Governors, one
Government official from the Ministry of Finance, ten nominated Directors by the
Government to give representation to important elements in the economic life of
the country, and four nominated Directors by the Central Government to
represent the four local Boards with the headquarters at Mumbai, Kolkata,
Chennai and New Delhi. Local Boards consist of five members each Central
Government appointed for a term of four years to represent territorial and
economic interests and the interests of co-operative and indigenous banks.

•
1.3 Functions of Reserve Bank of India

The Reserve Bank of India Act of 1934 entrust all the important functions of a
central bank the Reserve Bank of India.

Bank of Issue

Under Section 22 of the Reserve Bank of India Act, the Bank has the sole right to
issue bank notes of all denominations. The distribution of one rupee notes and
coins and small coins all over the country is undertaken by the Reserve Bank as
agent of the Government. The Reserve Bank has a separate Issue Department,
which is entrusted with the issue of currency notes. The assets and liabilities of
the Issue Department are kept separate from those of the Banking Department.
Originally, the assets of the Issue Department were to consist of not less than
two-fifths of gold coin, gold bullion or sterling securities provided the amount of
gold was not less than Rs. 40 crores in value. The remaining three-fifths of the
assets might be held in rupee coins, Government of India rupee securities,
eligible bills of exchange and promissory notes payable in India. Due to the
exigencies of the Second World War and the post-was period, these provisions
were considerably modified. Since 1957, the Reserve Bank of India is required to
maintain gold and foreign exchange reserves of Ra. 200 crores, of which at least
Rs. 115 crores should be in gold. The system as it exists today is known as the
minimum reserve system.

Banker to Government

The second important function of the Reserve Bank of India is to act as

Government banker, agent and adviser. The Reserve Bank is agent of Central
Government and of all State Governments in India excepting that of Jammu and
Kashmir. The Reserve Bank has the obligation to transact Government business,
via. to keep the cash balances as deposits free of interest, to receive and to
make payments on behalf of the Government and to carry out their exchange
remittances and other banking operations. The Reserve Bank of India helps the
Government - both the Union and the States to float new loans and to manage
public debt. The Bank makes ways and means advances to the Governments for
90 days. It makes loans and advances to the States and local authorities. It acts
as adviser to the Government on all monetary and banking matter
Controller of Credit

The Reserve Bank of India is the controller of credit i.e. it has the power to
influence the volume of credit created by banks in India. It can do so through
changing the Bank rate or through open market operations. According to the
Banking Regulation Act of 1949, the Reserve Bank of India can ask any
particular bank or the whole banking system not to lend to particular groups or
persons on the basis of certain types of securities. Since 1956, selective controls
of credit are increasingly being used by the Reserve Bank.

The Reserve Bank of India is armed with many more powers to control the Indian
money market. Every bank has to get a license from the Reserve Bank of India to
do banking business within India, the license can be cancelled by the Reserve
Bank of certain stipulated conditions are not fulfilled. Every bank will have to get
the permission of the Reserve Bank before it can open a new branch. Each
scheduled bank must send a weekly return to the Reserve Bank showing, in
detail, its assets and liabilities. This power of the Bank to call for information is
also intended to give it effective control of the credit system. The Reserve Bank
has also the power to inspect the accounts of any commercial bank.

As supreme banking authority in the country, the Reserve Bank of India,

therefore, has the following powers:

(a) It holds the cash reserves of all the scheduled banks.

(b) It controls the credit operations of banks through quantitative and qualitative
controls.
(c) It controls the banking system through the system of licensing, inspection and
calling for information.

Custodian of Foreign Reserves

The Reserve Bank of India has the responsibility to maintain the official rate of
exchange. According to the Reserve Bank of India Act of 1934, the Bank was
required to buy and sell at fixed rates any amount of sterling in lots of not less
than Rs. 10,000. The rate of exchange fixed was Re. 1 = sh. 6d. Since 1935 the
Bank was able to maintain the exchange rate fixed at lsh.6d. Though there were
periods of extreme pressure in favor of or against

the rupee. After India became a member of the International Monetary Fund in
1946, the Reserve Bank has the responsibility of maintaining fixed exchange
rates with all other member countries of the I.M.F.
Supervisory functions

In addition to its traditional central banking functions, the Reserve bank has
certain non-monetary functions of the nature of supervision of banks and
promotion of sound banking in India. The Reserve Bank Act, 1934, and the
Banking Regulation Act, 1949 have given the RBI wide powers of supervision
and control over commercial and co-operative banks, relating to licensing and
establishments, branch expansion, liquidity of their assets, management and
methods of working, amalgamation, reconstruction, and liquidation. The RBI is
authorized to carry out periodical inspections of the banks and to call for returns
and necessary information from them. The nationalisation of 14 major Indian
scheduled banks in July 1969 has imposed new responsibilities on the RBI for
directing the growth of banking and credit policies towards more rapid
development of the economy and realization of certain desired social objectives.
The supervisory functions of the RBI have helped a great deal in improving the
standard of banking in India to develop on sound lines and to improve the
methods of their operation.

Promotional functions

With economic growth assuming a new urgency since Independence, the range
of the Reserve Bank's functions has steadily widened. The Bank now performs a
variety of developmental and promotional functions, which, at one time, were
regarded as outside the normal scope of central banking. The Reserve Bank was
asked to promote banking habit, extend banking facilities to rural and semi-urban
areas, and establish and promote new specialized financing agencies.
Accordingly, the Reserve Bank has helped in the setting up of the IFCI and the
SFC; it set up the Deposit Insurance Corporation in 1962, the Unit Trust of India
in 1964, the Industrial Development Bank of India also in 1964, the Agricultural
Refinance Corporation of India in 1963 and the Industrial Reconstruction
Corporation of India in 1972. These institutions were set up directly or indirectly
by the Reserve Bank to promote saving habit and to mobilized savings, and to
provide industrial finance as well as agricultural finance. As far back as 1935, the
Reserve Bank of India set up the Agricultural Credit Department to provide
agricultural credit. But only since 1951 the Bank's role in this field has become
extremely important. The Bank has developed the co-operative credit movement
to encourage saving, to eliminate moneylenders from the villages and to route its
short term credit to agriculture. The RBI has set up the Agricultural Refinance
and Development Corporation to provide long-term finance to farmers.
Open markets 2009 opportunities and challenges

For the presence of foreign banks in India could, if actually implemented, herald
significant change in the competitive dynamics of Indian banking. The proposed
Roadmap envisages two distinct phases of change. The first phase, for which
concrete details are awaited, allows foreign banks to establish a presence in
India through the wholly owned subsidiary route and also opens up the market
for acquisitions of weak banks that RBI deems appropriate for consolidation. The
second and more encompassing phase is slated to begin, at the earliest, from
April 2009, when foreign banks may be permitted to acquire controlling stakes in
privately owned Indian banks—what could be called the precursor to open
markets. This discussion emphasizes that, irrespective of open markets actually
fructifying, local participants—both public and private sector banks need to act
with sense of urgency—a sense of urgency that will drive them to look more
actively at both organic and inorganic means to grow their businesses in an
efficient manner. The possibility of open markets in 2009 should act as a catalyst
to encourage local banks to shape up. For the foreign bank, of course, open
markets imply a completely new avenue of inorganic growth and it thereby
assumes greater significance. This discussion focuses on the strategic process
that banks need to adopt to prepare for the changing competitive dynamics in the
years ahead—irrespective of when and whether markets actually open up.

A catalyst and a possible inflection point?

On the face of it, the road map appears to deal with, what is now a very small
component of the Indian banking industry—foreign banks. However, the impact
That this possible opening up could have on the entire banking landscape is
significant. Should the regulator permit and should industry participants,
particularly public and private sector banks, choose to make the best-off the time
they have, 2009 could turn out to be an inflection point for the industry—creating
a more vibrant financial services industry that in turn has a downstream effect on
the Indian economy. Open markets2009 impacts the industry on two fronts: ﾁ ¡
External - Consolidation: Changes in the landscape due to mergers &
questions being undertaken across the industry; and

Internal - Markets and efficiencies: Shaping up of banks, internally with respect

to target markets &customers, business models and operations.
An important point to remember is that for majority of the participants, the private
and public sector banks, the above does not need Open Markets 2009 to
happen. However, just the possibility of markets opening up, would act as a
catalyst for these participants to evaluate their strategies and build the required
capabilities. The preparation that is done by each player—public, private or
foreign, prior to this point as well as competitive dynamics that follow will drive
the growth of the industry and also determine the success of individual players
over the longer term.
 The drivers

It is important to note that the proposed opening up of markets in 2009 would be

undertaken by RBI, postal host of considerations that include the experience in
the first phase up to 2009. It would therefore, be important to assess if it would
be realistic to expect that reforms would actually be undertaken. Let’s look at it
quite simply from what can be termed as, the ‘demand and supply’ for a change
in the competitive landscape:

ﾁ¡ Supply perspective: What considerations drive the regulator? Are there any
sufficient reasons for the regulator to consider opening up the market?

ﾁ¡ Demand perspective: Are there compelling reasons for global/foreign banks

to look aggressively at the Indian market?
Supply side drivers

Let’s first take a look at the supply perspective—what regulatory drivers could
initiate an opening up of markets? Here we look only at a few of the drivers that
would influence the opening up of markets. There are drivers that would also
deter/hinder the opening of markets, but that is not the focus of this discussion.
The enabling supply side drivers include: ﾁ ¡ Minimizing systemic risk: A healthy
and robust financial system with adequate capital to support growth and manage
risk. For instance, the regulator is keen for all banks to have a capital base of Rs
300 proroguing forward and many old private sector banks don’t meet these
requirements. Implication for open markets: A requirement of capital for both risk
and growth that can also come from foreign investments into the
sector. ﾁ ¡ Increasing banking penetration: Increasing the penetration of banking
products and services in geographies and customer segments that are under
penetrated.
India may have more than 90 scheduled commercial banks with nearly 70,000
branches, but this does not indicate the penetration of banking services. As per
some estimates, with just around 250 million accounts for more than a billion
people, without factoring multiple accounts with a single individual, the banking
sector is clearly under-penetrated. There is need to bring more people and
businesses under theorganised financing umbrella. Implication for open markets:
A need for increased competition and larger banks that have the capital to invest,
scale up and expand operations. Also, the presence of foreign banks would
indirectly drive local banks to look at expansion and entrenchment in those
geographies that foreign banks would not be easily able to reach out to in the
years prior to open markets.ﾁ¡ Sophistication of the banking industry: Increased
sophistication of products and services and the incorporation of good practices. If
India or its financial hub Mumbai is to emerge as a regional financial centre,
it must be well integrated with global financial markets and its participants should
incorporate world-class processes and capabilities. Implication for open markets:
The presence of well developed foreign banks would definitely drive the
introduction of world class practices and capabilities that they would bring to the
industry. Their influence on the industry in this context is at present very small
due to the limited reach that they currently have in India. Additionally, the above
are only internal drivers—there are external drivers such as increased integration
with global financial markets as well as international pressure for the same.

Demand side drivers

To understand demand side drivers, let us look at the example of China. Just five
years back, China’s banks were not considered in good fiscal shape, with
significant non performing loans and being hampered by bureaucracy. However,
the situation from unattractiveness point of view has turned on its head.
Investments last year, in Chinese banks by global financial services players have
been rather significant—Global banks and investors that include players such as
Bank of America, Citigroup, Temasek, HSBC, GoldmanSachs and American
Express have invested an aggregate of $15-20 billion into Chinese financial
institutions.

Strategies for a changing world

The question then is, how should banks prepare for change? The strategy each
player should adopt would depend on the unique positioning that the player finds
itself in. What is needed is for each player to adopt a structured approach
towards
assessing the implications of changes in the landscape and preparing for what
may lie ahead. The first step would be for each participant in the industry to
assess its position along specific dimensions. There are five key dimensions that
banks should carefully assess themselves on. These dimensions include:
Markets

Positioning with respect to the products and services within its portfolio; its target
segments; penetration and reach in terms of geography. ﾁ¡ For example, with a
strong retail presence and significant reach through branches in smaller towns
and cities, large public sector banks are likely to be concerned with protecting
their competitive advantage and cementing relationships with the customer
segmenting this geography. These markets may prove to be the next frontier of
growth as reach acquires importance and penetration in tier 2 and 3 town’s
increases. On the other hand, with restrictions on their ability to expand,
foreign banks may focus on strategies to increase their penetration in areas they
are already present—other parts of the portfolio can be grown through
Acquisitions in 2009.
Capability
ﾁ¡ To be effectively executed, strategy must be supported by internal capabilities
that include technology, efficient processes, enabling structure and capable
human resources. Banks would need to assess their positioning on these internal
capabilities as they drive operational efficiencies that determine their
competitiveness in the marketplace.ﾁ¡ For example, public sector banks and old
private sector banks are likely to be focused on ensuring that appropriate
processes are in place—supporting innovation in product structuring and
efficiency in delivery. Foreign banks would need to ensure that they are well
integrated with their global operations—best practices and processes need to be
in place and imbibed internally before they expand their operations through
acquisitions.
Fiscal
ﾁ ¡ It would be important to assess the fiscal health the bank is currently in—Is
there adequate capital from a regulatory perspective? Are there profitability
concerns? Is there adequate capital for growth?ﾁ¡ While weak public and private
sector banks would need to assess the availability of adequate capital from
risk and regulatory requirements, the strong private sector banks would be
concerned about infusion of capital to support aggressive growth plans.
Strategic
ﾁ¡ Strategic aspirations of the bank are also an important dimension—ultimately
growth has to be linked to risk appetite of the bank. For instance, some foreign
banksmay not have the risk appetite to look at expanding inorganically into less
penetrated geographies.
Competition
ﾁ ¡ The above four dimensions are internal to a bank. However, in a situation
where consolidation rules, competitive dynamics can change, quite literally, with
a signature on the dotted line. Competitive movements can set back all the
planning done, if strategies by key competitors are not factored in. Assessing
one’s position on these dimensions will enable a bank to understand its relative
competitiveness. The choice then some banks would need to make is—do they
aggressively grow the business through organic means and inorganic
acquisitions or do they merge with larger players for survival—predator
3.1 Strategies adopted by HDFC bank

HDFC is the best bank of the year 2005. Profits of the HDFC banks are more
than the other banks. and it played an important role in the profitability of the
Indian banking sector.HSBC on the second number and ABN amro on the third,
corporation bank and ANDHRA bank on fourth and fifth. Now we will study the
strategies of HDFC bank which made him best.

HDFC Bank's payment gateway EPI provides seamless real-time transfer of

funds transacted on the portal.

It is a state-of-the-art facility which has been successfully implemented by as

many as 15 B2B portals, such as VSNL, Sifymall, Fabmart, etc.

HDFC Bank has a dedicated HELP DESK set up in the four metro cities and
Hyderabad and Bangalore along with a round the clock maintenance with
efficient back-up.

Payment Gateway for Portals features:

The Infrastructure: Key Features
EPI : Some More Features
Payment Gateway : EPI
Portal & Payment Gateway: Handshake
Basic Requirements : The Portal and the Client
System Features
Other Features
Validations performed by Payment Gateway
Advantage to the client and the portal
Additional utility to the portal
State of the Art
Successfully Applied
 Well Trained and Customer Focussed personnel
CPU : The Core
End to End Connectivity : Seamless Operations
Most advanced software which offers flexibility in integration
World standard hardware
Round-the-clock maintenance with efficient back-up
Dedicated Help Desks

EPI : Some More Features

Immediate Reconciliation hand-off

Accessibility only to Registered Clients
Entire operations through a Secured Channel
Strong Backend Support Systems to maintain synergy between the Bank &
the Portal
Payment gateway

External Interface (Through Browser) with External Entity (B2B Portal).

Online, Real-time settlement of funds
Portal credited Instantaneously
Customer's a/c reflects Desirable Narration

Basic Requirements : The Portal

Signs off an agreement with HDFC Bank

Is allocated a Specific Identity Code
Opens a Specific Account for credit of funds
Builds Logic for exchange of URLs between the HDFC Bank and Itself

Basic Requirements : The Client

 Opens (If not already has) a/c with HDFC Bank
Signs on with HDFC Bank as EPI User
Maintains clear funds for all portal payments
Can't reverse the "once authorised" transaction
Can't part pay for the goods / services ordered (allowed if it is pre-defined)
Can cancel the transaction before authorising
Taxes on Wealth
Gift Tax (since abolished)

System Features

Client has no access to Portal Database

Client has no access to Portal Data maintained with the bank
Bank has no access to the Portal Database
User log-in screen can be customised to display Portal name and features

Other Features

Earmarking of funds
Value Dating
Escrow Accounts
Integration of SCM module

3.2 STRATEGIES OF OVERALL BANKING INDUSTRIES

Branding and Retail Finance - Prospects and Pitfalls -
Retail portfolios of banks are growing by leaps and bounds, but the tie-up of
banks with dealers and their promotion through call centers is unfortunately not
giving due emphasis to customer care, thus, damaging the image of the banks.
There is a need for exploring plausible routes like brand building across product
categories, takeover from the dealer, reverse the call center focus, etc. Strong
branding of products not only provides a competitive edge, but also improves the
long-term relationship

Branding and Retail Finance - Prospects and PNeed for Radical Change in
Attitude and Strategy in Indian Banking - - Indian banking needs strategic and
conceptual changes due to radical changes happening in the world like revolution
in information technology, steady growth in expertise, gradual open and
transparent policy adopted by regulators of monetary market and globalization
and consequent competition.

Mergers in Indian Banking -

The recent talks of a merger between Bank of Baroda and Dena Bank have
heated up the debate on M&As (Mergers and Acquisitions) among the public
sector banks. It is expected that after allowing 74% FDI in the private sector
banks, in the post-WTO regime, more M&As will take place. The RBI has already
issued guidelines for implementing Basel II norms, due for implementation in
2006, in some banks. This will also ignite M&As among Indian Banks.
OBJECTIVES OF THE STUDY

1, To find the best banks in Indian banking sector

2,To know that what type of services are provided by banks and its awareness
level to customers
2, To find the strategies of best bank.

3, To study the overall strategies of Indian banking sector

4, To study the challenges and opportunity of open market 2009

5, To know the preference pattern of customer towards the service of banks

 LIMITATIONS

1, Due to paucity of time and resources, the scope of study is limited to few
banks in the list of 20 banks.

2, lack of availability of full resources.

3, some banks have excluded from the study due to closure of their operation in
India.

4, the possibility of biased responses cannot be ruled out.

5. Smaller sample may not always give better results.Sample may not be True
representative of the whole population.
RESEARCH METHODOLOGY

SCOPE OF STUDY

This study has been concentrated on private and public sector banks especially
in Punjab. In private sector the study has been limited itself to the following banks
i.e. HDFC AND UTI. In the public sector banks the study has been limited to
Punjab national bank of India. This project deals with analysis of Indian banking
sector and its ranking.

Sampling universe: - all items I any field considered a universe o population

sampling universe I jalandhar city

 Some banks have been excluded from the study due to closure/merger of
their operation in India.
- Sumitomo mitsui bank’s Indian operation was acquired by standard
charted bank.
 Some banks have been excluded from the study due to incomparability of
their financial report with other banks as consequences of differing period
of statement.
The data: - the data for the study was based on the published annual reports of
the banks. All the figures used were as reported for the financial year 2004-05
and 2003-04.

Sampling unit
The nature of the study is exploratory in the nature covering the overall analysis
of banks their ranking on the basis of profits , performance , strategies which
made them best I Indian banking sector both private and public sector.

Primary source of data:- the study includes personal interviews from the banks
managers and structured questionnaire has been designed for data collection
from customer
Secondary data:- includes the use of books, journals, broachers, internet
services and annual reports of banks.
The data collected is analyzed: - interpreted ad presented with the help of pie
charts, line graphs and bar diagrams. Average and percentage have been used
to extract pertinent finding from customers
1. Do you have bank account?

OBJECTIVE:
The objective of this question is to know whether the respondents are having a bank
account.
Table 4.1 Having a bank account or not

RESPONDENTS HAVING BANK ACCOUNT 90

RESPONDENTS NOT HAVING BANK ACCOUNT 10

100

80
Series2
60
Series1
40

20

0
1 2

INFERENCE:
It was found that 90% people having bank account and 10% do not have bank
account.
2. Types of accounts operated by you

OBJECTIVE:
The objective of this question is to know the various types of accounts operated by
various respondents for various purposes.
Table 4.2 Types of account
TYPES OF ACCOUNTS NO. OF RESPONDENTS
SAVINGS A/C 12
CURRENT A/C 10
FIXED A/C 11
ANY OTHER AlC 1
SAVINGS & CURRENT A/Cs 8
SAVINGS & FIXD A/Cs 21
SAVINGS & ANY OTHER A/Cs 12
CURRENT & FIXED A/Cs 9
CURRENT & ANY OTHER A/Cs 6
FIXED & ANY OTHER A/Cs 10

Type of Accounts
S A V IN G S A /C

C URRE N T A /C
1 0% 12%
6%
F IXE D A /C
10 %
9%
A N Y O TH E R A lC
11%
12% S A V IN G S & C U R R E N T
1% A /C s
8%
S A V IN G S & F IXD A /C s
2 1%
S A V IN G S & A N Y
O TH E R A /C s
C U R R E N T & F IXE D
A /C s
CURRE NT & ANY
O TH E R A /C s

S
AVIN
GSA/C C
URR
ENTA
/C
F
IX
EDA
/C A
NYOT
HERA
lC
S
AVIN
GS&CU
RRE
NTA
/C
s S
AVIN
GS&F
IX
DA/C
s
S
AVIN
GS&AN
YOT
HERA
/C
s C
URR
ENT&F
IX
EDA
/C
s
C
URR
ENT&A
NYOT
HERA
/Cs F
IX
ED&A
NYOT
HERA
/C
s

Graph 4.2 Types of account

INFERENCE
It was found that maximum number of account holders own Savings & Fixed
Accounts. Though there are account holders having Current Account as well, yet the
number of account holders having any other account is only 1.
3.What problems did you face while opening an account?

OBJECTIVE:
The objective of this question is to know whether the respondents face any kind of
problem while opening an account.

Table 4.3 Problems faced by customers

Types No. Of Respondents
Time Consuming 20
Introduction 17
Reference 30
Too may formalities 13
No facilities 8
No problem 12

TYPES OF PROBLEM

12% 20% Time Consuming

8% Introduction
Reference
Too may formalities
13% 17%
No facilities
30% No problem

INFERENCE:
It was found that about 30% of the respondents were facing the problem of
reference. Only 12% of the total respondents surveyed had no problem at all.
4.In which banks do you have your account?

OBJECTIVE:
The objective of this question was to find out the sector that is largely availed by the
respondents.
Table 4.4 Types of banks
BANKS NO. OF RESPONDENTS
Public sector banks 55
Private sector banks 35
Both 10

TYPES OF BANKS

10%

Public sector banks

Private sector banks
35% 55%
Both

INFERENCE:
It was found that out of 100 respondents 55 respondents availed the facilities of
public sector banks, 35 respondents with private sector banks and only 10 respondents
with both the sectors.
 PUBLIC SECTOR BANKS

Table 4.4.1 Public sector bank

Banks No. of Respondents %age
PNB 22 40
OBC 8 14.54
SBI 4 18.18
BANK OF BARODA 6 7.27
PSB 5 9.09

TYPES OF PUBLIC SECTOR BANKS

70
NO. OF RESONDENTS

60
50
40 40 Series2
30 Series1
20
14.54 18.18
10 22 7.27 9.09
8 4 6 5
0
PNB OBC SBI BANK OF PSB
BARODA

INFERENCE:
It was found that out of 55 respondents, 40% availed with PNB, 18.18% 581, 14.54
with OBC, 10.9% with Canara Bank, 9.09% with PSB and 7.27% the Bank of Baroda.

PRIVATE SECTOR BANK

 Table 4.4.2 Private sector bank
BANK NO. RESPONDENTS %AGE
HDFC 7 20
ICICI 12 34.28
IDBI 2 5.71
BANK OF PUNJAB 9 25.71
CENTURION BANK 3 8.57
UBI 2 5.71

TYPES OF PRIVATE SECTOR BANKS

50
45
40
35
30 34.28
25
20 25.71
15 20
10 8.57
5 12 5.71 9 5.71
7 2 3 2
0 K
B

N
JA
I

I
C

BI
IC

BA
F

ID

U
IC
D

U
H

N
P

IO
F

R
O

TU
K
N

EN
BA

PRIVATE BANKS

NO OF RESPONDENTS %AGE

Graph 4.4.2 Types of problems in private banks

INFERENCE
It was found that out of 35 respondents, 34.28% availed with ICICI, 25.71%
with Bank of Punjab, 20% with HDFC with Centurion Bank, 5.71% with both IDBI and
UTI.

5. Kindly rank the reasons for your choice particular bank.

OBJECTIVE
The objective of this question was to know the main reasons of the respondents
availing services of public sector banks and private sector banks.

PUBLIC SECTOR BANKS

 Table 4.51 Reason for choice of public sector bank
Service Percentage of respondents
Quick and fast services 3.8
Facilities available 5.3
Good Staff 2.8
Reliability 6.9
Promotional Activities and Advertisements 2.1
Nearness to place 4.3

8
Quick and fastr
7 6.9 services
6 Facilities available
5.3
5
Good Staff
4.3
4 3.8
3 Reliability
2.8
2 2.1
Promotional Activities
1 1 and Advertisements
0 Nearness to place
Services No. of Respondents

Graph 4.5.1 Reason for choice of public banks

INFERENCE
It was found that in public sector banks, the service which was given highest rank
was the reliability of the banks and the lowest ranked category was promotional activities
an advertisements.

PRIVATE SECTOR BANKS

Table 4.5.2 Reason for choice of private banks

PERCENTAGE OF
SERVICES
RESPONDENTS
QUICK AND FAST SERVICES 6.8
FACILITIES AVAILABLE 6.0
GOOD STAFF 4.9
RELIABILITY 3.8
PROMOTIONAL, ACTIVITIES AND
2.4
ADVERTISEMENTS
NEARNESS TO PLACE 3.2

Quick and fast

8 services
7 6.8
6 6 FACILITIES
AVAILABLE
5 4.9
4 3.8 GOOD STAFF
3 3.2
2.4
2
1 1 RELIABILITY
0
Services No. of Respondents PROMOTIONAL,
ACTIVITIES AND
ADVERTISEMENTS
NEARNESS TO
PLACE

Graph 4.5.2 Reason of choice of Private banks

INFERENCE
It was found in private sector banks, the service which was given highest rank
was the quick and fast service of the banks and the lowest ranked category was
promotional activities and advertisements.

6.Does your bank provides the following facilities?

OBJECTIVE:
The objective of this question was to know the main facilities provided by the public
sector banks and private sector banks to its customers.

PUBLIC SECTOR BANKS

 Table 4.6.1 Public sector services
FACILITIES PROVIDED BY BANK NO. OF RESPONDENTS
FREE ATM CARD 30
DEBIT CARD 30
MASTER CARD 15
CREDIT CARD 14
LOCKERS 48
FREE DEMAND DRAFT 20
FREE CHEQUE COLLECTION 20
SUBSIDISED INTT. RATES ON LOANS 35
PHONE BANKING 30
NET BANKING 30
FREE LOCAL PAY ORDERS 27
FREE DEMAND DRAFT 27
FREE TRANSFER UPTO RS.50 LAKHS 20
HOME DELIVERY OF DEMAND DRAFTS 28
FREE ATM CARD
Facilities provided
DEBIT CARD

7% 8% MASTER CARD
5% 8%
7% CREDIT CARD
4%
4%
7%
LOCKERS
8% 14%
FREE DEMAND DRAFT
8% 5%
10% 5%
FREE CHEQUE
COLLECTION
SUBSIDISED INTT.
RATES ON LOANS
PHONE BANKING
Graph 4.6.1 Public sector services
INFERENCE:
It was found that in public sector banks, the facility which was given by most of the
banks was the facility of Lockers and other facilities mostly provided by the banks were
the facilities of A TM and Debit cards. The least provided facility was the local pay order
and free demand draft and the public sector banks providing the net banking, debit card,
credit card etc.

PRIVATE SECTOR BANKS

Table 4.6.2 Private sector bank services

FACILITIES PROVIDED BY BANK NO. OF RESPONDENTS

FREE A TM CARD 30
DEBIT CARD 20
 MASTER CARD 29
CREDIT CARD 14
LOCKERS 43
FREE DEMAND DRAFT 24
FREE CHEQUE COLLECTION 20
SUBSIDISED INTT. RATES ON LOANS 35
PHONE BANKING 34
NET BANKING 30
FREE LOCAL PAY ORDERS 27
FREE DEMAND DRAFT 30
FREE TRANSFER UPTO RS.50 LAKHS 20
HOME DELIVERY OF DEMAND DRAFTS 28

No. of Respondents
No. of Respondents

50
40
30
No. of Respondents
20
10
0
MASTER
FREE A TM

FREE LOCAL
FREE

PHONE

FREE
LOCKERS

Facilities

Graph 4.6.2 Private sector bank services

INFERENCE:
It was found that the private sector banks is providing the net banking, debit card,
credit card, A TM and Debit card and locker facilities etc.

7. Please tick the level of satisfaction regarding the facilities.

OBJECTIVE:
The objective of this question was to know the satisfaction level of the customers
availing the services of the public sector and private sector banks.
PUBLIC SECTOR BANKS

Table 4.7.1 satisfaction level from the public banks

LEVEL OF SATISFACTION NO. OF RESPONDENTS %AGE
HIGHLY SATISFIED 30 54.54
SATISFIED 20 36.36
DISSATISFIED 5 9.09

Level of Satisfaction Regarding Public Sector

Banks

9%

HIGHLY SATISFIED
SATISFIED
36% 55% DISSATISFIED

Graph 4.7.1 satisfaction level from public banks

INFERENCE:
It. was found that in public sector banks, 55% of the respondents were highly
satisfied with the services provided by the bank, 36% were only satisfied and 9% were
dissatisfied.

PRIVATE SECTOR BANKS

Table 4.7.2 Satisfaction from private banks

LEVEL OF SATISFACTION NO. OF RESPONDENTS %AGE

HIGHLY SATISFIED 20 57.14
SATISFIED 11 31.42
DISSATISFIED 4 11 .42
 Level of Satisfaction Regarding Public Sector
Banks

11%

HIGHLY SATISFIED
SATISFIED
31% 58% DISSATISFIED

Graph 4.7.2 Satisfaction from private banks

INFERENCE:
It was found that in private sector banks, 58% of the respondents were highly
satisfied with the services provided by the bank, 31 % were only satisfied and11 % were
dissatisfied.

8. What are the various deposit schemes available in bank?

OBJECTIVE:
The objective of this question was to know the main deposit schemes provided by the
public sector banks and private sector banks to its customers.

PUBLIC BANKS
Table 4.8.1 Banking deposit schemes in public banks

DEPOSIT SCHEMES PERCENTAGE OF PEOPLE

SAVINGS 40
CURRENT 25
RECURRING 15
FDR 10
CDR 10

45
No. of Resposdents

40
35
30
25
Series1
20
15
10
5
0
T

R
R
S

EN

FD
IN

CD
NG

RR
RR
VI

CU
SA

CU

RE

Deposit Schemes

Graph 4.8.1 Banking deposit schemes in public banks

INFERENCE:
It was found that 40 people has savings 25 has currents, 15 has recurring, 10 has FDR,
and 10 has CDR out of 100 respondents.

Table 4.8.2 Banking deposit schemes in private banks

DEPOSIT SCHEMES PERCENTAGE OF PEOPLE

SAVINGS 50
CURRENT 30
RECURRING 5
FDR 5
CDR 10
 60
Percentage of People
50
40
30 Series1
20
10
0 T

R
R
S

EN

FD
IN

CD
NG

RR
RR
VI

CU
SA

CU

RE

Deposit Schemes

Graph 4.8.2 Banking deposit schemes in private banks

INFERENCE:
It was found that 40 people has savings 25 has currents, 15 has recurring, 10 has FDR,
and 10 has CDR out of 100 respondents.

9. Did you come across the need of taking loan from the bank?
Yes/ No

OBJECTIVE
The objective of this question was to know that how many people are taking loans
from Banks.
 PUBLIC BANKS

Table 4.9.1 Banking loans from public banks

Answers Percentage of people
Yes 80
No 20

No. of Respondents

Yes
No

Graph 4.9.1 Banking loans from public banks

INFERENCE
It was found that 80% people are taking loans facility but 20% people are not
taking.

PRIVATE BANK

Table 4.9.2Banking loans from private banks

Answers Percentage of people

Yes 30
No 70
 80
70
No. of Respondent 60
50 Private Banks
Answer+Sheet1!$A$1
40
Private Banks No. of
30
20
10
0
Yes No
Loans Facility

Graph 4.9.2 Banking loans from private banks

INFERENCE
It was found that 30% people are taking loans from private banks facility but 70%
people are not taking.

Q10. If yes then what is the basic criteria that you keep in the mind while selecting a
bank for taking loan:

OBJECTIVE:
The objective of this question was to know that what is the main criteria that they kept in
mind while selecting the bank for loan.

Table 4.10 Main criteria for Banking loans

 MAIN CRITERIA PERCENTAGE OF PEOPLE
ACCESS CREDIT 35
INTEREST RATE 40
MODE OF REPAYMENT 15
SECURITY OF MORTGAGE 5
DOCUMENTATION 5

45
40
Percentage of People

35
30
25 Main Criteria
20 Percentage of People
15
10
5
0
INTEREST RATE

DOCUMENTATION
ACCESS CREDIT

SECURITY OF
REPAYMENT

MORTGAGE
MODE OF

Main Criteria

Graph 4.10 Main Criteria for Banking loans

INFERENCE:
It was found that mostly people are taking loans facility on the basis of interest
rate but they are also preferring to the access credit.

Q11.How far are you satisfied with the following factors regarding the loans provided by
your bank:

OBJECTIVE:
The objective of this question was to know that what is the main criteria that they kept in
mind while selecting the bank for loan.

PRIVATE BANKS
Table 4.11.1 Satisfaction from loan facility in private banks
 FACTORS DISSATISFIED NEUTRAL SATISFIED
LEGAL FORMALITIES 20 40 40
PROCESSING TIME 8 64 28
INTEREST RATE. 16 56 44
GUARANTEE
24 48 36
REQUIREMENT
ANY OTHER 10 44 32

70
60
50 DISSATISFIED
Factors

40 NEUTRAL
30 SATISFIED

20 Factors

10
0
1 2 3 4 5
Level of Satisfaction

Graph 4.11.1 Satisfaction from loan facility in private banks.

INFERENCE:
It was found that mostly people are satisfied for taking loans facility from the
private banks

Table 4.11.2 Satisfaction from loan facility in public banks

FACTORS DISSATISFIED NEUTRAL SATISFIED

LEGAL FORMALITIES 40 30 10
PROCESSING TIME 28 30 15
INTEREST RATE. 12 10 15
GUARANTEE
10 10 36
REQUIREMENT
 ANY OTHER 10 20 29

45
40 Private Banks Factors
Percentge of People

35
30 Private Banks
25 Dissatisfied
20 Private Banks Neutral
15
10 Factors
5
0
1 2 3 4 5
Level of Satisfaction

Graph 4.11.2 Satisfaction from loan facility in private banks.

INFERENCE:
It was found that mostly people are dissatisfied for taking loans facility from
the public banks

112. Please tick the level of your satisfaction regarding the behavior and attitude of the
employees of the bank.

OBJECTIVE:
The objective of this question was to know the satisfaction level of the i customers
regarding the behavior and attitude of the employees of the bank.
PUBLIC SECTOR BANKS

Table 4.12.1 Satisfaction from public sector bank.

LEVEL OF SATISFACTION NO. OF RESPONDENTS %AGE

HIGHLY SATISFIED 22 40.00
SATISFIED 30 54.54
DISSATISFIED 3 5.45

SATISFACTION LEVEL REGARDING THE

BEHAVIOUR OF THE EMPLOYEES

5.45
DISSATISFIED
LEVEL OF SATISFACTION

54.54
SATISFIED
30

HIGHLY 40
SATISFIED 22

0 10 20 30 40 50 60
NO.OF RESPONDENTS

Graph 4.12.1Satisfaction from public sector bank.

INFERENCE:
It was found that mostly people are not satisfied from the behavior of the staff.
PUBLIC SECTOR BANKS

Table 4.12.2 Satisfaction from private sector bank.

LEVEL OF SATISFACTION NO. OF RESPONDENTS %AGE

HIGHLY SATISFIED 15 42.85
SATISFIED 19 54.28
DISSATISFIED 1 2.85

60
50
NUMBER OF 40 No. of Respondents
RESPONDENTS 30
20 %age
10
0

DISSATISFIED
SATISFIED

SATISFIED
HIGHLY

LEVEL OF
SATISFA
CTION

Graph 4.12.2 Satisfaction from Private

INFERENCE
It was found that in private sector banks, 54.54% of the respondents were satisfied
with the behavior and attitude of the employees, 40% were highly satisfied and 5.54%
were dissatisfied.

13. Would you like to give any suggestions for the better functioning of the banks these
sectors?

OBJECTIVE:
 The objective of this question was to know the various suggestions of the
respondents regarding the functioning of the public and private sector banks.

PUBLIC SECTOR BANKS

1. Bank staff should be customer friendly and highly motivated to serve the normal
customer.

2. As far as possible, banks should reduce its documentation process while providing
loans.

3. Computerization should be done in banks.

4. Token system should be induced so as to minimize the waiting lines in the banks.

5. Proper ambience in the banks can develop a healthy working culture.

PRIVATE SECTOR

1. 24 hours banking shay not have a free time in the daytime. It will help in facing the
competition more effectively.
2. More ATM coverage should be provided for the convenience of the customers.
 FINDINGS

1. The private banks provide more services to the customers.

2. People are more satisfied from private banks as compare to public banks.

3. The most preferred criteria while pursuing for loans is the interest rate and access
credit and the private banks best provides it.

4. The satisfaction level of the customers regarding the behavior of the staffing is more in
private banks as compare to the public banks.

5. People want change in the behavior of the staff of the public banks.
 RECOMMENDATIONS

FOR PUBLIC SECTOR BANKS:

1. Bank staff should be customer friendly and highly motivated to serve the normal
customer.

2. As far as possible, banks should reduce its documentation process while providing
loans.

3. Computerization should be done in banks at all levels and the operators should be
properly trained.

4. Token system should be induced so as to minimize the waiting lines in the banks.

5. Proper ambience in the banks can develop a healthy working culture.

FOR PRIVATE SECTOR BANKS:

6. 24 hours banking should be induced so as to facilitate the customers who may not have
a free time in the daytime. It will help in facing the competition more effectively.

7. More ATM coverage should be provided for the convenience of the customers
 CONCLUSION
1.The banking sector is dominated by schedule commericial banks. As at end march 2005
there were 296 commericial banks operating in India. This include 27 public sector banks
and 31 private, 42 foreign and 196 regional rural banks. Also there were 67 scheduled co-
operative banks consisting of 51 scheduled urban co-operative banks and 16 scheduled
state co-operative banks.

2.In Indian banking sector HDFC bank came to the first posiotion, HSBC on the second
position, ABN Amro on the third position,corporate bank and Andhra bank on the fourth
and fifth position respectively. These banks play an important role in the profitability of
Indian banking sector.

3.Banks are free to acquire shares convertible debentures of corporates and units of
equity oriented mutual funds,subject to a ceiling of 5 % of the total outstanding advances
as on 31st march 2005.
 BIBLIOGRAPHY
JOURNALS AND PROJECT REPORTS:-

1.berry Leonard L.,Seiders Kathlean and Grewal Dhruv,”Understanding services

convienence”,journal of marketing,july 2002,vol.66.

2.Bussiness Today “Indias Best Banks”, feburary 2006

BOOKS:

1.Kottler Philips,”Marketing management”,10th edition

WEB SITES:

1.http//kpmg.com/
2.http//bussinesstoday.com/
 QUESTIONNAIRE
Dear Sir,
I’m a student of Apeejay Institute of Management, Jalandhar. I’m
undergoing a project named, “comprehensive review of indian banking and customer
perception towards their services ”. So by filling this questionnaire, please help me in
completing my project.

1. Do you have bank account?

i) YES
ii) NO
2. Types of accounts operated by you
---------------------------------------------------------------------------------------------.
3. What problems did you face while opening an account?
---------------------------------------------------------------------------------------------.
4. In which banks do you have your account?
PRIVATE SECTOR BANK PUBLIC SECTOR BANK
i) HDFC i) PNB
ii) ICICI ii) OBC
iii) IDBI iii) SBI
iv) Bank of Punjab iv) Bank of Baroda
v) Centurion Bank v) Canara Bank
5. Kindly rank the reasons for your choice of particular bank.
i) QUICK AND FAST SERVICES
ii) FACILITIES AVAILABLE
iii) GOOD STAFF
iv) RELIABILITY
v) NEARNESS TO PLACE

6. Is your bank provides the following facilities?

Yes No Yes No
i) Free ATM Card ix) Free Local Pay Orders
ii) Debit Card x) Free Demand Draft
iii) Credit Card xi) Free Cheque Collection
iv) Net Banking xii) Free Transfer up to Rs. 50
Lakhs per Months
v) Phone Banking xiii) Free Intracity & Inter
Branch Cheque Deposits
vi) Bill Pay xiv) Home Delivery of
Demand Drafts
vii) Master Card xv) Subsidized Interest Rates
On Loans
viii) Lockers

7. Please tick the level of satisfaction regarding the facilities.

HS- Highly Satisfied
S – Satisfied
DS- Dissatisfied
HS S DS HS S DS

i) Free ATM Card ix) Free Local Pay Orders

ii) Debit Card x) Free Demand Draft
iii) Credit Card xi) Free Cheque Collection
iv) Net Banking xii) Free Transfer up to Rs. 50
Lakhs per Months
v) Phone Banking xiii) Free Intracity & Inter
Branch Cheque Deposits
vi) Pay xiv) Home Delivery of
Demand Drafts
vii) Master Card xv) Subsidized Interest Rates
On Loans
viii) Lockers
 8. Savings are the various deposit schemes available in bank?
i) Savings
ii) Current
iii) Recurring
iv) FDR
v) CDR
9. Did you come across the need of taking loan from the bank?
YES/ NO
10. If yes then what is the basic criteria that you keep
in the mind while selecting a bank for taking again:
1. Access Credit
2. Interest rate
3. Mode of repayment
4. Security of mortgage
5. Documentation
6. Guarantee requirement

11. How far are you satisfied with the following

factors regarding the loans provided by your bank:
Dissatisfied Neutral Satisfied

1. Legal formalities
2. Processing time
3. Interest rate
4. Any Other (please specify)

12. Please tick the level of your satisfaction regarding

the behavior and attitude of the employees of the bank.
i) Highly Satisfied ii) Satisfied iii) Dissatisfied
 13. Would you like to give any suggestion for the
better functioning of the banks in these sectors?
i) PRIVATE SECTOR
--------------------------------------------------------------------------------------------
ii) PUBLIC SECTOR

Personal Details:-
Name--------------------------------------------------------------------------
Age --------------------------------
Gender----------------------------
Occupation ---------------------------------------------
Address-------------------------------------------------------------------------------------------------
----------------------------------------------------------------------------------------------------------
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(Thank- you for your co-operation)