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Oriental Bank of Commerce
A Final Research Report
Submitted in Partial Fulfillment for the award of Degree of
MASTER OF BUSINESS ADMINISTRATION
Ashish Joshi Uni.Reg.No. 90502234076
Under the supervision Of
Mr. Ajay Samyal
DEPARTMENT OF MANAGEMENT STUDIES
MALOUT INSTITUTE OF MANAGEMENT & INFORMATION TECHNOLOGY, MALOUT
PUNJAB TECHNICAL UNIVERSITY, JALANDHAR
It is certified that the project work entitled “comparative study of Punjab national Bank vs Oriental Bank of Commerce” done by Mr. Ashish Joshi to be submitted to Malout Institute of Management & Information Technology, Malout affiliated to Punjab Technical University, Jalandhar for the partial fulfillment of requirement for the award of the degree of Master of Business Administration in Finance has been carried out under my guidance and supervision. This project is not submitted to any other university for receiving any diploma or degree.
Mr.Ajay Samyal (Assist.Professor) MIMIT, Malout
Research work constitutes the backbone of any Management education programme management Student has to do research work quite frequently during his entire span The research work entitle “COMPARATIVE STUDY OF PUNJAB NATIONAL BANK VS. ORIENTAL BANK OF COMMERCE” aims to analyze various services provided by PUNJAB NATIONAL BANK & ORIENTAL BANK OF COMMERCE & the problems faced by their consumers. For this purpose MALOUT city have been chosen to Conduct a survey & for collect the required data for Preparing a report.
I, hereby declare that the work which is being presented in the major project report entitled “Comparative Study of Punjab National bank vs Oriental bank of Commerce ” in partial fulfillment of the requirements for the award of degree of Master of Business Administration in Finance, submitted in Department of Management and Information
Management Studies ,Malout Institute of
Technology, Malout , Punjab Technical University,Jalandhar, is an authentic record of my own work carried out during the period from February 2011 to April
2011 under guidance of Mr.Ajay Shamyal assist. Professor, of Management studies , Malout Institute of Management and Information Technology, Malout ,Punjab Technical University,Jalandhar.
Ashish Joshi MBA IV sem. Univ.Roll No.90502234076
It gives me pleasure to present this report. This report is out come of the study on “COMPARATIVE STUDY OF PUNJAB NATIONAL BANK VS. ORIENTAL BANK OF COMMERCE”. I got support from many people without their help I would not have got success. I wish to record sincere appreciation and thanks to them. First of all I would like to thanks Ms.Jiwan Jyoti Maini head of the department of Management Of Malout Institute of Management & Information Technology, Malout for undertaking this project work. I am also thankful to Ms. Rajinder kaur faculty for Finance,Malout Insititute of Management & Information Technology,Malout. Who helped me throughout my study and helped me in analysis and interpretation of data preparing the final draft. I am very grateful to Mr.Ajay Samyal,assist. Professor MIMIT Malout,my kind project guide for my final project report. Who give me full knowledege & kind support to my project work.Finally, I am very thankful to all of my friends whose cooperation and suggestions have helped me in successful complete of this project.
TABLE OF CONTENTS
CHAPTER NO. 1.
PARTICULARS INTRODUCTION OF THE STUDY OBJECTIVES OF THE STUDY RESEARCH METHODOLOGY LIMITATIONS OFTHE STUDY
DATA ANALYSIS AND ITS INTERPRETATION FINDING OF THE STUDY SUGGESTIONS CONCLUSION BIBLIOGRAPHY QUESTIONNAIRE
6. 7. 8. 9. 10.
44-45 46 47 48 49-51
CHAPTER – 1 INTRODUCTION
The world of banking has assumed a new dimension at dawn of the 21st century with the advent of tech banking, thereby lending the industry a stamp of universality. In general, banking may be classified as retail and corporate banking. Retail banking, which is designed to meet the requirement of individual customers and encourage their savings, includes payment of utility bills, consumer loans, credit cards, checking account and the like. Corporate banking, on the other hand, caters to the need of corporate customers like bills discounting, opening letters of credit, managing cash, etc. Metamorphic changes took place in the Indian financial system during the eighties and nineties consequent upon deregulation and liberalization of economic policies of the government. India began shaping up its economy and earmarked ambitious plan for economic growth. Consequently, a sea change in money and capital markets took place. Application of marketing concept in the banking sector was introduced to enhance the customer satisfaction the policy of privatization of banking services aims at encouraging the competition in banking sector and introduction of financial services. Consequently, services such as Demat, Internet banking, Portfolio Management, Venture capital, etc, came into existence to cater to the needs of public. An important agenda for every banker today is greater operational efficiency and customer satisfaction. The mew watchword for the bank is pretty ambitious: customer delight. The introduction to the marketing concept to banking sectors can be traced back to American Banking Association Conference of 1958. Banks marketing can be defined as the part of management activity, which seems to direct the flow of banking services profitability to the customers. The marketing concept basically requires that there should be thorough understanding of customer need and to learn about market it operates in. Further the market is segmented so as to understand the requirement of the customer at a profit to the banks.
DEFINITION OF BANK
The Oxford dictionary defines the Bank as, “An establishment for the custody of money, which it pays out, on a customer’s order.” According to Whitehead, “ A Bank is defined as an institution which collects surplus funds from the public, safeguards them, and makes them available to the true owner when required and also lends sums be their true owners to those who are in need of funds and can provide security.”
Banking Company in India has been defined in the Banking Companies act 1949, “One which transacts the business of banking which means the accepting, for the purpose of lending or investment of the deposits of money from the public, repayable on demand, or otherwise and withdraw able be cheque, draft, order or otherwise.” The banking system is an integral subsystem of the financial system. It represents an important channel of collecting small savings form the households and lending it to the corporate sector. The Indian banking system has Reserve Bank of India (RBI) as the apex body for all matters relating to the banking system. It is the central Bank of India. It is also known as the Banker To All Other Banks.
EVOLUTION OF INDIAN BANKING
Ancient banking system of India constituted of indigenous bankers. The have been carrying on their age-old banking operations in different parts of the country under different names. The modern age of banking constitute the fundamental basis of economic growth. The term Bank is being used since long time but there is no clear conception regarding its beginning. According to the viewpoint, in good old days.
IMPORTANCE OF BANKS
Bankers play very important role in the economic life of the nation. The health of the economy is closely related to the soundness of its banking system. Although banks create no new wealth but their borrowing, lending and related activities facilitate the process of production, distribution, exchange and consumption of wealth. In this way they become very effective partners in the process of economic development. Today modern banks are very useful for the utilization of the resources of the country. The banks are mobilizing the savings of the people for the investment purposes. If there would be no banks then a great portion of a capital of the country would remain idle.
Profile of Punjab National Bank
Punjab National Bank (PNB) is an India-based bank. The Bank offers banking products, and also operates credit card and debit card business, bullion business, life and non-life insurance business, and gold coins and asset management business. During the fiscal year ended March 31, 2010, the Bank had authorized 165 branches for handling foreign exchange business (including two Foreign Exchange Offices). The Bank has 1064 approved banks worldwide to facilitate trade transactions of its clients. The Bank has also set up 11 specialized International Banking Branches (IBBs) at important centres for providing services to its exporter/ importer clients. Bank has also opened International Service Branch at Delhi. The Bank has a domestic network of 4997 offices, including 46 extension counters among Nationalized Banks. On December 13, 2010, the Company acquired 63.64% stake in JSC Dana Bank Kazakhstan
VISION "To be a Leading Global Bank with Pan India footprints and become a household brand in the Indo-Gangetic Plains providing entire range of financial products and services under one roof" MISSION "Banking for the unbanked"
Date of Establishment Revenue Market Cap Corporate Address Management Details
Business Operation Background
1895 4788.51 ( USD in Millions ) 350931.6825 ( Rs. in Millions ) 7 Bhikaiji Cama Place, , New Delhi110066, New Delhi www.pnbindia.com Chairperson - K R Kamath MD - K R Kamath Directors - Ashwani Chadha, D K Singla, Devinder Kumar Singla, G P Khandelwal, G R Sundaravadivel, Gautam P Khandelwal, Jasbir Singh, K C Chakrabarty, K R Kamath, Kvbn Rao, L M Fonseca, M A Antulay, M V Tanksale, Mohan Lal Bagga, Mohinder Paul Singh, Mushtaq A Antulay, Nagesh Pydah, Pradeep Kumar, R K Kochar, Rakesh Sethi, Ravneet Kaur, S R Khurana, S Ranganathan, T N Chaturvedi, T N Chatuvedi, Tribhuwan Nath Chaturvedi, V K Mishra, Vinod Kumar Mishra Bank - Public Established in 1895 in Lahore, Punjab National Bank is one of the oldest banks in India having a virtual presence in every important center of the country. The bank has over 35 million customers through 4540 offices including 421 extension counters, out of which 2/3 of its branches in rural and semi rural areas-the largest among nationalized banks, which makes it enjoy one of the highest penetration rate o Total Income - Rs. 250322.224 Million ( year ending Mar 2010) Net Profit - Rs. 39053.575 Million ( year ending Mar 2010) R K Kochar V Sankar Aiyar & Co, NC Rajagopal & Co, Gupta & Gupta, P Jain & Co, Kalani & Co, Anjaneyulu & Co
Company Secretary Bankers Auditors
SERVICES PROVIDED BY PNB
ON LINE Internet SERVICES:• Banking Share Trading Mobile Banking Bill Payments Security Alerts
Products and Services :-
Savings Fund Account - Total Freedom Salary Account, PNB Prudent Sweep, PNB Vidyarthi SF Account, PNB Mitra . Current Account - PNB Vaibhav, PNB Gaurav, PNB Smart Roamer Fixed Deposit Schemes - Spectrum Fixed Deposit Scheme, Anupam Account, Mahabachat Schemes, Multi Benefit Deposit Scheme Credit Schemes - Flexible Housing Loan, Car Finanace, Personal Loan, Credit Cards Social Banking - Mahila Udyam Nidhi Scheme, Krishi Card, PNB Farmers Welfare Trust Corporate Banking - Gold Card scheme for exporters, EXIM finance Business Sector - PNB Karigar credit card, PNB Kushal Udhami, PNB Pragati Udhami, PNB Vikas Udhami Apart from these, the PNB also offers locker facilities, senior citizens schemes, PPF schemes and various E-services.
Awards and Distinctions
Ranked among top 50 companies by the leading financial daily, Economic Times. Ranked as 323rd biggest bank in the world by Bankers Almanac (January 2006), London. Earned 9th place among India's Most Trusted top 50 service brands in Economic Times- A.C Nielson Survey. Included in the top 1000 banks in the world according to The Banker, London. Golden Peacock Award for Excellence in Corporate Governance - 2005 by Institute of Directors. FICCI's Rural Development Award for Excellence in Rural Development – 2005
INTREST RATES -DEPOSITS Saving Account Interest Rates : 3.5 % p.a. (w.e.f. 1st March 2003) Domestic Term Deposit Interest Rates (% p.a.) w.e.f. 01.03.2011 INTEREST RATES FOR DEPOSITS LESS THAN Rs. 1 Cr PUNJAB NATIONAL BANK Period 7 to 14 days 46 to 60 Days 15 to 45 days 61 to 90 Days 91 to 179 Days 180 days to 270 Days 271 days to less than 1 year 1 year More than 1 year to 554 Days 555 Days 556 Days to < 2 years 2 years to 999 Days 1000 Days 1001 Days to < 3 years 3 years to 1110 Days 1111 Days 1112 Days to < 5 Years 5 years to 10 years Less Than 1 Cr. 4.00 4.50 5.50 5.50 7.00 7.75 8.00 9.00 9.00 9.05 9.00 9.00 9.15 9.00 8.50 9.25 8.50 8.75 More Cr. 4.00 4.50 6.00 9.00 9.25 9.25 9.25 9.50 8.75 8.75 8.75 8.50 8.50 8.50 8.50 8.50 8.50 8.75 Than 1
Saving fund account:• PNB PRUDENT SWEEP
TOTAL FREEDOM " SAVING FUND SALARY ACCOUNT " Zero Balance, Zero Charges Saving Fund Account for Students
• PNB RAKSHA KARMI BACHAT KHATA Credit Sechems:_
• • • • •
Housing Loan Car Finance TWO WHEELERS FINANCE Personal Loan Scheme For Public EDUCATION LOAN – VIDYALAKSHYAPURTI SCHEME FOR ADVANCE AGAINST GOLD/ SILVER JEWELLERY/ ORNAMENTS
Cards:• ATM/DEBIT CARD • PND GLOBAL CREDIT CARD • PNB WORLD TRAVEL CARD
CURRENT DEPOSIT ACCOUNT
Current Deposit Account is very convenient product for frequent banking transactions by Individuals, Firms, HUF, Companies, institutions etc. There is no limit on number of transactions in such accounts and are most suitable for business operations. The product is available at all branches.
FEATURES 1. Eligibility
CURRENT ACCOUNT - GENERAL Individuals, Joint accounts, Sole proprietary concerns, Partnership firms, HUFs, Companies, Association of persons, Society, Trusts, Body Cooperatives, Charitable and other institutions. Rs.1000 Area of Branch ○ ○ ○ ○
2. Initial Deposit at opening of account 3. Minimum initial balance ; and Quarterly Average Balance(QAB)
Rural Semi urban Urban Metropolitan
Amoun t (Rs.) 1000 3000 5000 5000
1. Documents required for opening the account
• • •
• 1. Nomination Facility 2. Additional facilities
Application (AOF) and Specimen signatures Address proof as per KYC norms Photos Introduction In case of Company Memorandum & Articles of Association, Certificate of Incorporation, Board resolution, etc.. Related documents in case of HUF, Trust, Firms etc Available to eligible persons as per rules
100% integrated and computerized Network of more than 5000 Service Outlets across the country to provide seamless banking transactions. Wide Network of ATMs at your service 24 hours a day. Free internet banking ATM Cum Debit card Fast remittance of funds through NEFT/RTGS Acceptance of standing instructions Collection of cheques
Oriental Bank of Commerce
A PROFILE:Established on 19th Feb' 1943 in Lahore, Oriental Bank of Commerce (OBC) is one of the public sector banks in India. Its modest beginning is creditable to its founder Late Rai Bahadur Lala Sohan Lal, the first Chairman of the OBC. Within four years of coming into existence, the country partitioned, the Bank shifted its Registered Office from Lahore to Amritsar. The Oriental Bank of Commerce was nationalized on 15th April 1980, and paved its way to count amongst the strongest banks in India. OBC has a network of 530 branches and 505 ATM's spread throughout India, out of which 490 branches offer centralized banking solutions. With High Capital Adequacy Ratio, Oriental Bank of Commerce is known be a consistent profit-making bank. It offers various services and products, like current/ savings account, general loans, educational loans, agricultural loans, etc, for the benefit of customers. For its effective services, the National Institute of Bank Management (NIBM) rated OBC Bank as "Customer Friendly" Bank. OBC India Grameen Project OBC's Grameen Project aims to reduce poverty & to identify the reasons which are responsible for the failure or success. OBC is implementing a Grameen Project in Dehradun District (UP) and Hanumangarh District (Rajasthan). This Scheme has a unique feature of disbursing small loans, ranging from Rs. 75 onwards. The OBC has various Agriculture Loan Schemes for farmers, such as, Composite Credit Scheme for Agricultural Leading, Overdraft Facility to Farmers, Advance against Warehouse Receipts to Farmers & Purchase of Land for Agriculture Purposes, Agriculture Clinic & Agriculture Business Centers. Comprehensive Village Development Programme On 13 April 1997 at the occasion of Baisakhi, OBC launched another unique scheme, 'The Comprehensive Village Development Programme' in three villages of Punjab. After the success of this scheme in these villages, the Bank extended the programme to more villages. Today, it covers 10 villages in Punjab, 4 in Haryana and 1 in Rajasthan. This programme focuses on providing a comprehensive and integrated package, which offers finance to the villagers. Special Services For Women Oriental Bank of Commerce has also implemented 14 point action plan for
strengthening the credit delivery to women. Under this scheme bank provide various loans to women, such as, Oriented Mahila Vikas Yojana, Scheme for Professional & self Employed Women, Scheme for Beauty Parlor/ Boutiques/ Saloons/Tailoring, Scheme for Financing Working Women, etc. Head Office OrientalBankofCommerce HarshaBhawan, E-BlockConnaughtPlace NewDelhi-110001 URL: www.obcindia.com
Our Vision To be a sound all India, customer centric, efficient retail bank with contemporary size, technology and human capital; endeavouring to enrich lives across all sections of society; and committed to upholding the highest standards of corporate governance. Our Mission To provide the finest banking services by upgrading human capital and infusing advanced technology, thereby achieving total customer satisfaction; and being reckoned as the “Best Bank” in the Industry on all efficiency parameters. To enhance shareholders’ wealth by ensuring sound growth of business and make valuable contributions to national economic growth
SERVICES:DEPOSITS Current Accounts
In Rural / Semi Urban branches Rs. 250
In Urban / Metropolitan branches Rs. 500
Minimum deposits In Rural / Semi Urban branches Without Cheque Book Facility With Cheque Facility Book Rs. 50 Rs. 100
In Urban Metropolitan branches Rs. 100 Rs. 200
FOR SENIORS CITIZENS AND PENSIONERS Without Cheque Book Facility With Cheque Facility Book Rs. 20 Rs. 250 Rs. 20 Rs. 250
Maturity period (Buckets)
Term Deposits less than Rs. 15 Lacs
Term Deposits of Rs. 15 Lacs and above but less than Rs.1Crore 3.00% 4.50% 5.00% 5.75% 6.50% 7.25% 7.50% 9.00% 9.25% 9.00% 9.00% 8.75% 9.00% 8.50% 8.50%
Term Deposits of Rs. 1 Crore to Rs. 10 Crore
7 days to 14 days 15 days to 30 days 31 days to 45 days 46 days to 90 days 91days to 179 days 180 days to 269 days 270 days to less than 1 Year 1 Year to 499 days 500 days 501 days to less than 2 years 2 Year Days to 999
3.00% 4.50% 5.00% 5.75% 6.50% 7.25% 7.50% 9.00% 9.25% 9.00% 9.00% 8.75% 9.00% 8.50% 8.50%
3.00% 4.50% 5.00% 5.75% 9.00% 9.00% 9.00% 10.00%** 9.25% 10.00%** 8.50% 8.75% 8.50% 8.50% 8.50%
1000 Days 1001 Days to less than 3 year 3 Years to less than 5 Years 5 Years to 10 years
Interest Rates on Deposits
Scheme Credit Schemes - Flexible Housing Loan, Car Finance,Personal Loan, Credit Cards Social Banking – Mahila Udyam Nidhi Scheme, Krishi Card, OBC Farmers Welfare Trust Corporate Banking - Gold Card scheme for exporters, EXIM finance Business Sector - OBC Karigar credit card, OBC Kushal Udhami,OBC Pragati Udhami, OBC Vikas Udhami LOANS Banks in India with the way of development have become easy to apply in loan market. The following loans are given by almost all the banks in the country: • Personal Loan • Car Loan or Auto Loan • Loan against Shares • Home Loan • Education Loan or Student Loan
Oriental Bank’s e-Banking Services have been launched to maximize the customer satisfaction. The Oriental Bank’s e-Banking Services are available to all the customers of bank branches. The authorized customers can view their various accounts Anytime (24*7) and Anywhere
Facilites offered • Online Balance Inquiry • View transactions • Statement of Account – For a given period, range of Cheque .no & Amount • Cheque Status Inquiry • Clearing Instruments Inquiry • Stop Payment of Cheques • Funds Transfer to own accounts • Min. Amount : 1000 per transaction • Max.Amount : 5,000 per transaction • Per day Maximum Rs.25,000 DMAT Account DEPOSITORY SERVICES • Dematerialisation • Rematerialisation • Settlement of trades Transmission of securities MOBILE ALERTS: SMS alert for debits/credit in demat accounts registered for SMS facility. This service is offered free of cost
AWARDS AND DISTINCTIONS
•Ranked among top 50 companies by the leading financial daily, Economic Times. •Ranked as 323rd biggest bank in the world by Bankers Almanac (January 2006), London. •Earned 9th place among India's Most Trusted top 50 service brands in Economic Times- A.C Nielson Survey. •Included in the top 1000 banks in the world according to The Banker, London.
Objectives of the Study
This study has been conducted with a variety of important objectives in mind. The following provides us with the chief objectives that have tried to achieve through the study. The extent to which these objectives have been met could
judged from the conclusions and suggestions, which appear in the later of this study. The Chief Objectives of this study are: 1. To draw the comparative analysis of Punjab National bank Vs Oriental Of Commerce. 2. To examine the various services offered by the PNB & OBC. 3. To know about the problems faced by the customers of PNB & OBC.
To analyses the services which are most popular amongst
customers . the
To study about views & suggestion of local area people regarding services of PNB & OBC.
6. To appraise the credit facilities of PNB & OBC.
To offer some suitable suggestions in improving the design of the services.
Research is an art of scientific investigation. In other word research is a scientific and systematic search for pertinent information on a specific topic. The logic behind taking research methodology into consideration is that one can have knowledge about the method and procedure adopted for achievement of objectives of the project. With the adoption of this others can evaluate the results also. Its main aim is to keep the researchers on the right track. The
methodology adopted for studying the objectives was surveying the bank account holders of Malout city. So keeping in view the nature of requirements of the study to collect all the relevant information regarding the comparison of PNB & OBC banks, direct personal interview method with structured questionnaire was adopted for the collection of primary data. Secondary data has been collected through the various magazines and newspapers and by surfing on Internet. SAMPLE DESIGN:- A sample design is a definite plan for obtaining a sample from a given population. It refers to the techniques or the procedure the researcher would adopt in selecting items for the sample. Sample design may as well lay down the number of items to be included in the sample i.e., the size of the sample. Sample design is determined before data are collected. Here I select the population as sample in my sample design. The selected respondents should be as representatives of the total population. Respondents:- The persons holding bank account of Malout city were taken into consideration DATA COLLECTION Data was collected by using main two methods i.e primary data and secondary data. PRIMARY DATA Primary data is the data which is used or collected for first time and it is not used by anyone in the past. There are number of sources of primary data from which the information can be collected. I choose the following resources for my research.
QUESTIONNAIRE:- This method of data collection is quite popular, particular in case of big enquiries. Here in my research I set 15 questions and request the respondents to answer these questions with correct information. RESPONDENTS:- Respondents helps in creation of more accurate idea about our research. I personally meet the respondents inside and outside the banks. SECONDARY DATA Secondary data is the data which is available in readymade form and which is already used by people for some purposes. There may be various sources of
secondary data such as-newspapers, magazines, journals, documents and other published information. BANKS ANNUAL REPORTS:-
Banks issues there annual reports to get the people informed with the profitability and growth of the bank. Thes annual reports helps us a lot to get the latest data and other relate information for our research. It tells us about the increase or decrease in profits and other facilities. JOURNALS AND PUBLICATIONS OF DIFFERENT BANKS :I also take into consideration the journals and publications issued by the bank at different times. I comes to know about the Branches, ATM, locations and other useful information. MANUALS AND BROACHERS OF BANKS:I take the help of bank staff and other people who gives us deep information and data which may not be available at anywhere. They give me their full cooperation. INTERNET:I also take into consideration the internet facility with which I collect lot of latest information.
SAMPLE PLAN : SAMPLE SIZE:Keeping in mind all the constraints the size of the sample of the study was selected as 100. SAMPLING UNIT:Punjab national Bank & Oriental Bank of Commerce ,Branch in Malout city. Due to nature of study, I also visited various different customers to collect the data. SAMPLING TECHNIQUE:-
Stratified convenient sampling All customers were take into consideration. Research was conducted on clear assumptions that the respondents would give frank and fair answers in a pragmatic way and without any bias. SAMPLING DESCRIPTION:In order to understand the nature and characteristics of various respondents in this study, the information was collected and analyzed according to their socio economic background which included the characteristic of their respondents like education, age marital status. This description shows that respondents included in this survey belong to different backgrounds and this turn increase the scope of the study.
Personal data of respondents
PERSONAL DETAIL Particulars 20-30 years 30-40 years 40-50 years 50-60 years %age of Respondent 36% 28% 20% 16%
Analysis & Interpretation: From the above study I find that nobody is below 20 age and 20% respondents are between 20-30 age group, 50% respondents are between 30-40 age group, 20% respondents is between 40-50 age group and 10% respondents are between 50-60 age group. Gender Particulars No of Respondent %age Male Female Total 84 16 100 84% 16% 100
Profession of the respondents:Profession Salaried Businessman Student Others No. of respondents 21 28 32 19
HIGHEST EDUCATIONAL QUALIFICATION:Particulars Matric Senior Secondary Graduate Post graduate Total No of Respondent 11 14 46 29 100 % age 11 14 46 29 100
Analysis: This analysis shows that out of 100 respondent, 46% respondents are graduate & professional, 36% respondents are post graduate, 14% respondents are senior secondary and 2% respondents are of Matric category. Interpretation: From the above data I conclude that most of respondents are Graduates & professional degree holders.
DATA COLLECTION: Data was collected using two main methtod
LIMITATIONS OF THE STUDY Due to constraints of time and resources, the study Is likely to suffer from certain limitations. Some of these are mentioned here under so that the findings of the study may be understood in a proper perspective. The limitations of the study are: ➢Some of the respondents of the survey were unwilling to share information. ➢The information given by the respondents might be biased because some of them might not be interested to give correct information.
officials of the bank supported me a lot, but did not havesufficient time to make the points more clear. research work is effected by time & cost constraints.
The research work is contained data only of Malout city.
➢This is the study of only 100 customers.
DATA ANALYSIS & INTERPETATION
Data collection is the systematic recording of information; data analysis involves working to uncover patterns and trends in data sets; data interpretation involves explaining those patterns and trends. (In research) the phase of a study that includes classifying, coding, and tabulating information needed to perform quantitative or qualitative analyses according to the research design and appropriate to the data. Data analysis follows collection of information and precedes its interpretation or application.
Analysis of Data collected 1. The respondents were asked about which bank’s services they Are availing. Table1: Name of bank’s which services the respondents are availing.
Banks Punjab national bank Oriental bank of commerce Both Graph 1:
No. of respondents 52 34 14
Percent % 52% 34% 14%
INTERTRETATION:-It was found that most of the respondents are availing services of Punjab National Bank while those of the Oriental bank of commerce less as compare to Punjab national bank & 14% customers are availing services from both the banks.
The respondents were Asked about that which bank they will give priority. Table2: Prior banks of the respondents Bank PNB OBC Priority customers 61 39 of Percentage% 61% 39%
Analysis :-From above graph seems that 61% customers gives priority to PNB & 39% customers gives priority to OBC bank. Interpretation : From the above graph, it is seen that Punjab national is the most preferred bank as compared to Oriental bank of commerce. Comparison: No.of customers of PNB & OBC banks. Bank PNB OBC Total Customers in % 61% 39% 100%
The above comparison shows that the major number of Customer have their a/c with PNB bank. 3. The aim to ask this question was to know about the time period the respondents are availing banking services from their bank. Table:3 Time 0-1 year 1-3 years 3-5 years More then 5 years from
No. of respondents 27 12 22 39
Analysis :-From above graph seems that 27% customers have their account in their bank from last 0- 1years,22% have it from 3-5 years,39% have it from more then 5 years & 12% have their account in their bank from last 1-3 years. Interpretation : From the above graph, it is seen that most of the customers have their account in their bank from last more then 5 years Comparison : time period from the respondents are availing services from their particular banks. Time perioud 0-1 year 1-3 year 3-5 year More then 5 years PNB% 30% 13% 22% 34% OBC% 23% 10% 21% 46%
The table shows that PNB is attracting new customers.But the OBC bank have mostly loyal customers. 4. The aim to ask this question was to know the reasons for their preference in their particuler banks :Table: 4 Services Quick services Customerrelationship Location of branch Reliability No. of respondents 41 27 11 21 Percentage% 41% 27% 11% 21%
Analysis :- The above graph shows that 27% customers choose their bank for good customer relationship,41% for quick services,21% for reliability & 11% for location of bank branch. Inpretation: By analyzing this graph, we can conclude that most of the people is influenced by the quick services of the bank and location is given less preference than others. Comparison: Reasons for the preference services from their particuler banks. Reasons Quick Services Location branch of bank PNB 48% 8% 31% 13% 100% of the customers for availing OBC 31% 15% 21% 33% 100%
Customer relationship Reliability Total
The table shows that the customers avail services for the quick services of bank & the customers of OBC services for the reliability of bank.
5. The respondents were asked about the facilities they were availing from their particular banks :Table 5.1 Number of people availing facilities form their banks Services Savings account Current account FDR’s Loans Credit card No. of users 58 20 10 15 7 Percentage% 58% 20% 10% 15% 7%
Analysis :-From above graph seems that 58% people have their saving acoount in their bank,15% have taken loan,20% have their current account & 10% have fixed deposit recipts. Interpretation: From the above graph, it was found that was availed by most of the people have their saving account in their bank.Credit card are used by a very small class of people. Comparison : comparison between Diff. kind of services availed by the customers of both banks. Services Savings a/c Current a/c FDR’s Loan Credit card Total PNB 51% 20% 6% 15% 8% 100% OBC 43% 20% 15% 15% 5% 100%
The comparison shows that saving a/c is the service which is most the bank customers availed from their banks .the customers of OBC have more FDR’s then customers of PNB & credit card are more used by the customers of PNB then OBC bank. 6. The respondents were asked that if they are usins E – Banking service or not. Table 6. Response No. of respondents % Yes 53 53% No 47 47%
Analysis:The graph shows that 53% of people uses e-banking services & 47% of people don’t uses them. Interpretation : By analyzing this graph, we can conclude that a big no. of respondents are using e- banking services. Comparison :Comparison on the basis of use of e-banking services. Responses Yes No Total PNB 59% 41% 100% OBC 44% 56% 100%
The e-banking services of PNB bank are more famous between their customers.
The purpose of this question is to know the time which make the account operational of the customers. Table7. Time Same day Within three days Within one week Within two weeks No. of respondents 70 23 7 0
bank take to
Analysis: From this above Graph, we can conclude that 70% customers respond that their bank makes the a/c operational on the same day,23% tells that it takes the time of three days,7% in one week & 0% in two weeks. Comparison:comparison on the basis of consumption of time in making the a/c operational. Time consumption Same day Within three days Within one week Within two weeks Total PNB 74 18 8 0 100 OBC 64 31 5 0 100
The data shows that the PNB is less time consuming then OBC.
The aim to ask this question was to know regarding the cooporation of staff of their service provider bank. Table 8. Response Co-operative More co-operative Less co-operative No co-operation No. of respondents 45 20 24 11 % 45% 20% 24% 11%
Analysis: From this above Graph, we can conclude that 45% of respondents says that their bank staff is co-operative,20% says that their bank staff is more cooperative ,24%says that the staff is less co-operative & 11% says that there is no co-operation between the staff & customers. Comparison :comparison on the basis of co-operation of the bank staff. Responses Co-operative More co-operative Less co-operative No co-operation Total PNB 52% 25% 15% 8% 100% OBC 33% 13% 38% 15% 100%
The above table shows that the staff ofg PNB bank is more co-operative then OBC bank. The employees of OBC bank are less co-operative. Responses Yes No No.of respondents 74 26 % 74% 26%
The purpose of this question is to know Whether their Bank informs them regarding their new services. Table 9.
Analysis: From this above Graph, we can conclude that the 74% says says that their bank inform them regarding their new introduced services & 26% of the customers says that their bank don’t inform them about this. Comparison :Comparison on the basis of that wheather the banks inform their Responses Yes No Total PNB 77% 23% 100% OBC 69% 31% 100%
customers regarding their new introduced services. The data shows that PNB is more informative in nature then OBC.
The aim to ask this question was to know wheather the respondents have availed any loan from their bank or not. Table 10. Response Yes No No.of respondents 15 85 % 15% 85%
Analysis: The graph shows that 15% of the respondents have availed loan from bank & 85% of the people have not availed it from their bank. Interpretation : From the above graph we can conclude that a less no. of bank customers have taken loan from their banks.
Comparison :comparison on the basis of the loan availed by the number of customers of PNB & OBC. Response of PNB OBC
respondents Yes No Total 15% 85% 100% 15% 85% 100%
The above data shows that the number of respondents are same that have availed loan from their banks. 11. The aim to ask this question was to know the reasons for the respondends have not taken loan from their banks. Table11. Reasons High rate of intrest High processing fees Too many formalities Taken from other bank No need No. of respondents 5 8 15 22 35
Analysis: The graph shows that 35% of customers have not need to take loan,22% customers have taken it from other bank or fnancal institutions,15% people have not taken it due to too many formalities of their banks,8% have not taken it due to high processing fees & 5% due to high rate of interest.
Comparison :comparison on the basis of reasons for not availing the loan. Reasons High rate of interest High processing fees Too many formalities Taken from other bank No need Total PNB 6 8 11 35 40 100 OBC 6 12 27 12 43 100
The above comparison shows that the rate of interest have sane effect on the customers,the OBC bank have too many formalities& high processing fees so the customers have not availed the loan from that bank.
12. The aim to ask this question was to know whether the respondents faces any problem with their particular bank. Table 12. Response Yes No Sometimes No. of responses 19 61 20 % 19% 61% 20%
Analysis: The graph shows that 61% of customers haven’t face any problem with their bank ,20% customers face problems sometimes & 19% says that they have face problem with their bank. Comparison:Comparison on the basis of that have the problems faced by customers of both banks or not. Responses Yes No Sometimes Total PNB 8% 72% 20% 100% OBC 35% 44% 21% 100%
The above data shows that the customers of OBC have faced more problems then the customers of PNB bank. 13. The aim to ask this question was to know what type of the problems faces by the respondents regarding the services provided them by their preferred bank .
Problems faced customers Time consuption Too many formalities Less co-operation Others
No. of responses 16 5 11 7
Analysis: The graph shows that 41.02%of customers have the problem of time consumption,12.82% have problem with too many formalities of banks,11% with less co-operation of bank staff & 17.94% with other type of problems. Interpretation : From the above graph we can conclude that most of the customers have the problem of ime consumption, & the second most problem is too many formalities of banks. Comparison : comparison on the basis of diff. types of problems faced by the customers .
by PNB 41% 18% 17% 0% 24% 100%
OBC 41% 9% 36% 0% 13% 100%
Time consumption Too many formalities Less co-operation Less no. of branches Other(s) Total
From the above data we can canckude that time consumption is the major problem with both the banks.the OBC have a problem of less co-operation.the
pnb bank have the second major problem like location of ATM booths,too many formalities etc. 14. The respondents were asked that in future would they like to shift from the present banks:-
Table 14 Response Yes No Can’t say No. of responses 22 65 13 % 22% 65% 13%
Analysis: From this above Graph, we can conclude that the number of respondents ready to shift from their present bank is 22% while 65% customers seems to be satisfied from their bank and 13% customers havn’t any opinion regarding this . Comparison :Respondents want to change the service provider bank in future. Responses Yes No Can’t say Total PNB 6% 79% 15% 100% OBC 46% 44% 10% 100%
FINDINGS OF THE STUDY
After conducting the study I have find out the findings given below:
A major number of respondents have their account with Punjab National Bank. Major number of respondents of my study have their account with their bank from last five years & more. Majority of the respondents whether in PNB or in OBC bank have savings account with their banks.the second most used service is current account by the customers.
• The customers of PNB like their bank for the quick services of the bank & the customers of OBC have reliability in their bank.
The e- banking services are used by the customers of PNB are more then OBC bank’s customers. The data shows that the bank make the account operational on the same day.
• The study shows that the bank staff of PNB is more co-operative then the staff of Oriental bank of Commerce. • The PNB bank informs their customers regarding the new introduced services so they can avail them.
The FDR’s of the OBC bank are more favourite between the customers of OBC bank. Same no. of respondents have availed loan from both the banks PNB & OBC. The banks have high processing fees,too many formalities are the reasons for not availing the loan from their particular banks.
• Number of problem faced by the people is more in OBC bank.
People are more satisfied form the Punjab National Bank due to their better services provided by them in terms of speedy transactions fully computerized facilities good investment Advisory services, efficient and co- operative staff. People want a change in the behavior of the staff of the Oriental Bank of Commerce.
• Majority of respondents at PNB do not want to shift from their present bank. • From the above study it is clear that PNB is providing better services than OBC bank. • Major number of respondents of OBC bank said that the bank employees never pay any attention to them. • From the above study is clear that the banks do not organize any customer meets. All the 100% respondents said that their bank does not organize and customer's meets to resolve their problems.
Bank staff should be customer friendly and highly motivated to serve the normal customer. As far as possible, banks should reduce its documentationprocess while providing loans.
The banks have to imrove their credit card services.
There is a need of change in the bhaviour of the staff of OBC bank to provide better services. Quick services should be provided in OBC bank to get the new customers. More ATM coverage should be provided for the convenience of the customers. Customer care services should be provided by banks.
Banks should increase the rate of interest on saving account.
• Banks should provide loan at the lower interest rate and education loans should be given with ease without much documentation. • The OBC bank should improve their information services so the customers can know about the new services of bank. • More ATM coverage should be provided for the convenience of the customers. • The branch should promote cooperation and coordination among employees which help them in efficient working.
There is a hard competition in the banking sector of India .The customers of banks expect not only the safety of money but also best ways to invest that money which need needs to be fulfilled. Banks need to have a better outlook towards to actually what customers are requiring.Both the banks PNB & OBC have a good number of customers with them but the Punjab national bank have more customers then oriental bank commerce. The study shows that the customers in the present scenario began to use internet banking for fast transactions & fast transfer of money but in this PNB is providing his service to more number of customers then OBC bank. The customers of banks have some problems like too many formalities of banks,time consumotion,less no. of ATM booths etc. But the main problem is
less co-operation of the bank staff to their customers mainly in OBC. The banks have to need of advertisement if their other facilities like credit cards,loans facilities,FDR’s etc to improve the no. of Customers of these services.
Kothari C.R. (1990) Research Methodology: Method and Techniques; Wishva Prakashan, New Delhi. “Banking in India” by P.N.Varshney “Indian financial System & Commercial Banking” by Khan Masood Ahmed WEBSITES:
• • • •
www.pnbindia.com www.rbi.org.in www.knowledgestom.com www.obc.com BROACHERS & PAMPHLETS
➢Broachers and pamphlets of PNB & OBC Banks.
QUESTIONNAIRE Dear customer, I am Ashish Joshi is a student of MIMIT Malout. I am undergoing the project entitled named“Comparative Study of Punjab National Bank Vs Oriental Bank of Commerce” So by filling this questionnaire please help me in completing my project. Name………………………Age………….EducationalQualification……… Address……………………………Gender(M/F)……….Mob……………… Q1. What is your occupation? (a) Salaried Q2. (b) Businessman (c) Student (d) Other
From which bank services you are availing banking services? (a) Punjab National Bank ( b) Oriental Bank of commerce (c) Both
Which is your prior bank?
(a) Punjab National Bank Q4.
( b) Oriental Bank of commerce
How long you are availing banking services from your bank? (a) 0-1 Year (b) 1-3 Years (c) 3-5 Years (d) More than 5 Years
Why do you Prefer services of this particular bank? (a) Quick services (b) Location of bank branch (c) Customer relationship (d) Reliability
Which kind of service you are availing from your particular Bank? (a) Saving account Credit card (b) Current account (c) FDR (d) Loans (e)
Are you using E-banking services ? (a) Yes (B) No
How much time your Bank Take to get your account operational ? (a) Same day two weeks (b) Within three days (c) Within one week (d) Within
Is the staff of your bank are co-operative? (a) Co-operative (b) More co-operative (c) Less co-operative
Whether your Bank informs you regarding their new services? (a) Yes (b) No
Have you availed any loan from your bank ? (a) Yes (b) No
If no then why ?
Higher rate of interest (b) High processing fees (c) Too many formalities (e) No need
(d) Taken from other bank Q13.
Did you ever faced any problem with the services of your particular bank? (a) Yes ( b) No (c) Sometimes
What are the problems faced by you with your Bank? (a) Time consumption (b) Too many formalities (c) Less co-operation (d) Less no of branches (e) Other
In future do you want to change your bank? (a ) Yes (b) No (c) Can’t say
Any suggestion…………………………………………………….. ………………………………………………………………………
Thanks for your valuable time given to us. I assure you that the information provided operation. by you will remain confidential. Thanks for your kind co-
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