DECLARATION

I hereby declare that project entitled CUSTOMER SATISFACTION REGARDING

PASCHIM BANGA GRAMIN BANK submitted to BURDWAN RAJ COLLEGE,
BURDWAN in partial fulfillment of the requirement for Graduation Degree of
business administration is my original work. It is by my own and not copied one
from other.

SOUVIK KUNDU
BBA 3RD SEM

Dated: ___________

BURDWAN RAJ COLLEGE

Acknowledgement
This project report bears the imprint of those who had rendered their wholehearted support and
encouragement without whose help this effort of mine would be in vain. I express my deep sense
of gratitude and sincere thanks to my project guide MR. DEBDEEP KHAN for his directions,
suggestion and information provided which were of utmost importance for the successful
completion of the project. I am also thankful to Mr. for his proper guidance. I thankful to the
employees of Paschim Banga Gramin Bank for assisting me in the timely completion of project.
At last, I also thank to my family and my friends those helped me in my training period
and in the completion of project.

SOUVIK KUNDU

PREFACE
Without practical training, management education is meaningless so long with the theory;
practical training is provided to management students to expose them to the actual working
environment of any organization. Such training provides a framework of knowledge relating to
the concepts and practices of the assigned topics in the organization.
The summer training is an integral part of the course curriculum of Master of Business
Administration (B.B.A. 3rd). In this the student is in the position to analyze the integral working
of an organization with mature eyes and understand the dynamics in a much better manner.
This particular project has been conducted at Paschim Banga Gramin Bank. In the first phase of
the research project, there is a introduction of Banking, company profile and products of Paschim
Banga Gramin Bank are given. After that a market research is performed with a sample size of
100 people. The research study was limited to Gurdaspur. Here, in my survey, I have contacted
the respondents through personal interviews with the help of questionnaires.
The main objective of the research is to know the customer satisfaction level and their perception
regarding Paschim Banga Gramin Bank and to know the customer awareness regarding the
Paschim Banga Gramin Banks products.
Paschim Banga Gramin Bank should lay more stress on advertisements, both in print as well as
in other media. Opening up the sector will certainly mean new products, better packaging and
improved customer service. Both new and existing players will have to explore new distribution
and marketing channels. Potential buyers for most of Banks lie in the middle class. Competitors
must segment the market carefully to arrive at appropriate products and pricing. Recognizing the
potential, in the past three years, the nationalized Banks have already begun to target niches like
pensions, women, children and rural peoples.

EXECUTIVE SUMMARY
The report contains the organizational study done at Paschim Banga Gramin Bank. The report
title is CUSTOMER SATISFACTION REGARDIND PASCHIM BANGA GRAMIN BANK.
The report gives an overview of the banking Sector and company profile. And awareness of
customers about different types of products and services offered by Paschim Banga Gramin
Bank.
This study was conducted to find out the customer satisfaction regarding Paschim Banga Gramin
Bank.
The methodology adopted for the study was through a structured questionnaire, which is targeted
to the different persons in Gurdaspur. For this purpose sample size of 100 was taken. The data
collected from the different persons was analyzed thoroughly and presented in the form of charts
and tables.
PASCHIM BANGA GRAMIN BANK must advertise regularly and create brand value for its
products and services. Most of its competitors like ICICI, Axis, kotak Mahindra and nationalized
banks use television advertisements to promote their products. The Indian consumer has a false
perception about private banks they feel that it would not safe.
Safety and returns are the two main reasons people invest in banks. On the whole Paschim Banga
Gramin Bank is a good place to work at. Every new recruit is provided with extensive training on
the products of PASCHIM BANGA GRAMIN BANK. This training enables an advisor/sales
manager to market the policies better. The company should try to create awareness about itself
in India. . With an improvement in the sales techniques used, a fair bit of advertising and
modifications to the existing product portfolio, PASCHIM BANGA GRAMIN BANK would be
all set to capture the banking market in India as it has around the globe.

INTRODUCTION

DEFINATI0N OF BANK:Banking means Accepting Deposits for the purpose of lending or

investment of deposits money from the public, repayable on
demand otherwise and withdrawn by cheque, draft, or
Otherwise.
Banking companies (Regulation) Act, 1949. Banks are the major
supplier of the funds in the money market. They promote the
saving of general public, by offering safety and security to other
incentives in the form of interest on bank deposits

The currency system of any country is related to' its banking

system. Bank of any country is related to its banking system. A
bank is define as an institution that accepts deposits of money
from the public withdrawn able by cheque and used for lending
from the above, it is found that a bank performs mainly two types
of function, First, accepts deposits of money which are withdraw

able, second, uses deposits for lending to be recognized as a

bank, the institution accepts deposits for its own purpose, such an
institution cant be regarded as a bank

THERE ARE VARIOUS TYPES OF BANK FUNCTION IN INDIA. T HEY

ARE BRODLY CA T EGORIZED INT 0 DIFFERENT CA T EGORTHERE
ARE VARIOUS TYPES OF BANK FUNCTION IN INDIA.
1.COMMERCIAL BANKS: The commercial banks collect
deposits from the public and lend money to producers and
businessmen generally for short period of time. Among all types
of banks the commercial banks are the most important ones.

2. DEVELOPMENT BANK: Development bank are specialized

financial institution which supply medium and long term finance
to private entrepreneurs. They also perform various promotional
roles to help the process of economic development where as the
commercial banks provide medium and long term credit. In India,
there are many development banks, such as, Industrial
Development Banks of India (IDBI) IFCI,ICICI etc.

3.CO-OPERATIVE BANKS: The co-operative banks those

banks which are organized under the provision of the cooperative societys law of the state in India ,the co-operative
banks were originally set up to provide credit to the primary
agricultural credit societies at cheaper rates.However,the cooperative banks function also in the urban areas.
4.LAND MORTGAGE BANKS: These banks provide long term
credit to the farmers of the development of land. They also give
long term loans to the farmers for purchasing land. The land
mortgage banks in India are known as land development banks.

5.FOREIGN EXCHANGE BANKS: Foreign exchange banks are

those banks which are engaged in buying and selling foreign
exchange. This banks helps the growth of international trade.
6. CENTRAL BANKS: In each country there exists a central bank
control the entire banking system of the country in India. The
Reserve Bank of India is the central Bank of the country.

ABOUT PASCHIM BANGA GRAMIN

BANK
Paschim Banga Gramin Bank welcomes you to explore the world of

premier bank in India.

In this section, you can access detailed information on Overview
of the Bank, Technology Up gradation in the Bank, Board of
Directors, Financial Results and Shareholder Info.

The Bank is actively involved since 1973 in non-profit activity

called Community Services Banking. All our branches and
administrative offices throughout the country sponsor and

participate in large number of welfare activities and social causes.

Our business is more than banking because we touch the lives of
people anywhere in many ways.

Our commitment to nation-building is complete & comprehensive.

Recent awards and recognitions: > Best Online Banking Award,

Best Customer Initiative Award

& Best Risk Management Award (Runner Up) by IBA Banking

Technology Awards 2010. > The Bank of the year 2009, India (won
the second year in a row) by The Banker Magazine. > Best Bank Large and Most Socially Responsible Bank by the Business Bank
Awards 2004. > Best Bank 2009 by Business India. > The Most
Trusted Brand 2009 by The Economic Times. > Most Preferred
Bank & Most preferred Home loan provider by CNBC. >Visionaries
of Financial Inclusion By FINO. >Technology Bank of the Year by
IBA Banking T.

> SKOCH Award 2010 for Virtual Corporation Category for , Its epayment solution ethnology Awards

> The Brand Trust Report 11th most trusted brand in India

Symbol and slogan:

The symbol of the State Bank of India (no, it's not a key hole). The
circle depicts perfection and the small man the common man being the centre of the bank's business.

Slogans:

"PURE BANKING, NOTHING ELSE ", "WITH YOU - ALL THE WAY", "A
BANK OF THE

COMMON MAN", "THE BANKER TO EVER y INDIAN", "THE NA TION

BANKS ON US

COMPANYHISTORY STATE BANK OF INDIA.

1959 -On September State Bank of India (Subsidiary Bank) Act

was passed. On October State Bank of Hyderabad become the
first subsidiary of SBI.

1960 -During this period, State Bank of Jaipur, State Bank of

Bikaner, State Bank of Indore, State Bank of Travancore, State
Bank of Mysore, State Bank Patiala and State Bank of Saurashtra
became subsidiaries of the bank.

1962 -The Bhor State Bank Ltd was Amalgamated with the Bank
bring the total number of minor State associated banks so
amalgamated to five. A scheme for amalgamation of the Bank of

Aundh Ltd., was also approved. On 20th August, the Unit Bank
Ltd. Chennai was taken over by the Bank.

1963 -In October Branch in London become bankers to the Indian

High Commission, thereby taking over a function till then
performed by the office of RBI. Of the other business transacted
by the Branch, an important aspect was medium term loans
mostly to Indian shipping companies.

1977 -During the year bank introduced the Perennial Pension Plan
Scheme under which if the depositors make a regular monthly
payment of a fixed amount for a period of 84 to 132 months, they
become eligible from the 86th and 134th months respectively for
getting a monthly pension of predetermined

amount forever. In order to meet all the developmental needs of

the villages including their social and cultural needs, the bank
launched an integrated rural development programme, aimed at
not only covering the credit needs of agriculture and agricultural
activities and village industries, but also housing and social
activities.

1980 -Bank introduced the cash Certificate Scheme under which

deposit certificate are issued for a fixed period on payment of the
issue price specified for the respective maturity period and the
face value corresponding to the issue price plus interest
compounded at quarterly intervals is paid on maturity. The
certificates are issued for the face value of Rs 100, Rs 1000, Rs
10,000 and Rs 50,000 maturing after 29,65,84 and 120 months.

1982 -The Non-Resident Investment Cell was set up, which had
streamlined the working operations of the non-resident
investment sections at important centers.

1983 -SBI launched self employment scheme, for providing selfemployment to educated unemployed youth. Educated
unemployed youths are encouraged to undertake selfemployment ventures in industry, services and business.

1985 -During the year, company set up a data bank of sick units
available for taken over by healthy units. With effect from 26th
August, the Bank of Cochin Ltd with 108 branches was also
amalgamated with the Bank. '

(i) All shares in the Capital of the Imperial Bank of India was
vested in the RBI. The SBI was registered with an Authorised

capital of Rs.20 crores, and an issued and paid up capital of

Rs.562,50,000 divided into 562,500 shares of Rs.100 each.

(ii) Every person who on the 30th June, 1955, was registered as a
holder of shares in the Imperial Bank of India was paid by the
Reserve Bank of India.
44,37, 500 No. of shares issued at a premium of Rs 160 per share.

1986 -At the end of the year 324 sick units with an outstanding of
Rs 1069 crores were assisted. Of these, 107 units were

considered viable and 60 from them were placed under regular

nursing programme.

On lst August a new subsidiary named SBI Capital Market was

functioning independently, took up leasing business and certain

other new services.

100,00, 00 No. of shares issued at a prem. ofRs 160 per share.

1987 -Up to the end of the year the bank had sponsored 30
Regional Rural Banks covering 66 backward and under banked
districts in the country.

In terms of deployment, the advances portfolio of overseas offices

rose to Rs 5,767 crores. Investments in inter-bank money markets
and also in prime securities amounted to Rs 2,670 crores by the
end of the year.

1988 During the year bank initiated UPTECH an Industrial

Technology Group to direct and guide programmes aimed at
facilitating technology up gradation.

Also a scheme to develop entrepreneurship among woman under

the name "Stree Shakti" was launched. Several concessions in
respect of margin and rate of interest have been built into the
package. Three pilot programmes were launched at Chennai,
Calcutta, and Hyderabad.

1989 -SBICAP, in their capacity as Trustee and Manager of Mutual

Fund, launched two scheme viz., Mangnum Monthly Income
Scheme 1989 and Magnum Tax Service Scheme 1990. During the
same period SBI in association with Morgan Stanley

Asset Management Inc. of USA, launched the India Magnum Fund.

1990 -New products launched during the year included a Regular
Income Scheme, offering an assured return in excess of 12% and
the first Pure Growth Scheme aimed at capital appreciation. A
Second offshore fund of US $ 12 million called Asian Convertible
and Indian Fund was launched in association with Asian
Development Bank, Manila.

1992 -The bank sponsored 30 RRBs with a network of 3 1 89

offices covering 102 backward and under banked districts of the
country. A sum of Rs 15.25 cores was contributed towards the
share capital of the RRBs.

1993 -During the year as a part of its overseas expansion the

bank established representative office in Tashkent.

During December, the bank issued 124,000,000 equity shares of

Rs.10 each for cash at a premium of 90 per share of which
245,00,000 shares each were reserved for allotment on a
preferential basis to Indian Financial Institutions and Indian Mutual
Funds. Balance issued to the public.

1994 -3 58 sick units with the bank were referred to the BIF R
including 55 public sector units. Approved rehabilitation packages
implemented in 87 units.

1, 80,463 No. of Shares kept in abeyance were issued.

1997 Shares issued to employees of the bank bearing

distinctive numbers 46,26,00,001 to 47,46,00,000 will not be
good delivery. The rights issue was for 12 crore equity shares at a
premium of Rs.50 aggregating Rs.720 crore in addition to a
further issue of 1.2 crore equity shares of Rs. 1 0 at a premium of
R550 aggregating Rs.72 crore for State Bank employees. The
price of the rights had been Rs.60 per share.

1998 -State Bank of India will kick-start its credit card business on
July 1 by floating two joint ventures with GE Capital. The
1990 -New products launched during the year included a Regular
Income Scheme, offering an assured return in excess of 12% and
the first Pure Growth Scheme aimed at capital appreciation. A
Second offshore fund of US $ 12 million called Asian Convertible
and Indian Fund was launched in association with Asian
Development Bank, Manila.

Largest financial intermediary in the country will sign the joint

venture agreement with GE Caps in the last week of January. The
State Bank of India on Jan 27 kicked off its foray into the payment
cards business with a joint venture agreement with US based
financial services giant, General Electric Capital Corporation (GE
Capital)..

1999 -State Bank of India (SBI) has bagged the mandate to

syndicate the $ 120 million loan for the National Thermal Power
Corporation (NTPC).

The State Bank of India (SBI) proposes to take up the life

insurance and general insurance business once the sector is
opened up.

State Bank of India has tied up with its associate banks to market
the SBI Card. The SBI has tied up with State Bank of Patiala in
Chandigarh and State Bank of Mysore in Bangalore to help market
its credit card.

SBI proposes to introduce a value-added service for cardholders

whereby the credit card can also be used as an ATM card.

The State Bank of India will tie up with international investment

banker Credit Suisse First Boston and three domestic public sector
banks to form a gold assaying venture.

The State Bank of India (SBI) has decided to take over SBI Home
Finance (SBIHF), with its assets and liabilities. Having the largest
stake, SBI has been weighing various options for bailing out the
joint venture company which has slipped into huge losses.

The State Bank of India (SBI) has signed up with Central

Depository Services (I) (CDSIL) for the dematerialisation of its

shares.

2000 The Bank has embarked upon the expansion of its ATM
network in the twin cities of Hyderabad and Secunderfabad.

The Bank has become the first government owned financial

institution to join the rank of companies declaring interim
dividend.

The Bank has proposed to come out with an issue under private

placement of unsecured, non-convertible, subordinated bonds in

the nature of promissory notes of Rs 1 lakh each aggregating Rs
600 crores with an option to retain oversubscription of up to Rs

40 crores.

The Bank launched the "Metal (Gold) Loan Scheme" in

Coimbatore. This is the third scheme to be introduced by SBI.

SBI is also formng a subsidiary - SBI Gold and Precious Metals Pvt.
Ltd. with 50 per cent equity participation.

Mr. Vepa Kamesam, Deputy Managing Director, has been

appointed as Managing Director with effect from lst June.

SBI board cleared the setting up of a separate subsidiary for

information technology.

KC Raut has recently taken charge as general manager at State

Bank of India, Chennai.

The Bank has become the first public sector bank to offer fixedrate home loans.

The State Bank of India has tied up with State Bank of Mysore to
launch co-branded credit cards as part its strategy to collaborate
with associate banks to expand its cardholder base.

Central Depository Services (India) Ltd has signed an agreement

with State Bank of India as its Depository participant.
State Bank of India and the Exim Bank of the US have signed a
memorandum of understanding, involving $500 million, to support

the small and medium-sized Indian companies to purchase US

goods and services.

2001 - The Bank has signed an MoU with Cardiff 5A. for the bank's
life insurance business.

The Bank has introduced Voluntary Retirement Scheme for eligible

employees, open from the 15th January 2001 to the 3lst January
2001.

The Bank has incorporated a subsidiary SBI Life Insurance

Company Ltd.,' for doing life insurance business.

The Bank will install 10 more Automated Teller Machines in the

northeastern region in addition to the one already
commissioned at Guwahati.

State Bank of India launched three more ATMs i n Bangalore.

Mr Y Radhakrishnan has been promoted to the post of managing

director of State Bank of India.

SBI Cards has set up a special insurance cell in Ahmedabad for

facilitating the claims of SBI cardholders affected by the tragic
earthquake in Gujarat.

SBI has assigned the Delhibased HCL Com Net to provide it ATM
teller interconnectivity which could involve investments running
into several hundred crores.

SBI chief general manager Madhav M Mehta, who is currently the

operational head in Gujarat, has been transferred to its corporate
office in Mumbai as chief general manager (CGM).

July 3- Announces the launch of the SBI International card and the
SBI Global Card for global travellers 1n India. SBI International
cards and SBI Gold Cards would be accepted at over 20 million
Visa outlets worldwide and one lakh outlets 1n India.

2002-In order to reduce risk and develop a transparent and active

debt market in general and government securities market 1n
particular, the Clearing Corporation of India Ltd. has been set up
in Mumbai with the Bank as the chief promoter.

E K Thakur resigns from Directorship of SBI.

-TCS bags order of Rs 500 crore from SBI.

SBI has informed that the following change in Directors. 1. Shri

A C Kalita, Director on the Bank's Central Board ceased be a
Director on the Board wef May 13, 2002 on expiry of his term on
May 12, 2002.2. Shri Y Radhakrishnan Managing Director & GE
(CB) has relinquished office of the Managing Director as on June

30, 2002 and ceased to be Director on the Board wef July 01,
2002.

State Bank of India has informed BSE that Mr D C Gupta IAS

Secretary (Financial Sector), Ministry of Finance, Department of
Economic Affairs, New Delhi has been nominated as Director on
the Board of State Bank of India with effect from July 17, 2002
vice Mr S K Purkayastha.

-State Bank of India has informed BSE that Mr S Govindarajan

Managing Director & GE (NB) has relinquished office of the
Managing Director as on July 31, 2002 and ceased to be Director
on the Board w e f August 01, 2002.Further Mr P R Khanna,
Director on the Bank's Central Board ceased to be a Director on
the Board w e f August 20. 2002 consequent upon his resignation.
~State Bank of India has informed BSE that the Bank has decided
to close SBI Securities Ltd (SBISL), a subsidiary of the Bank,
following a Directive in this regard from the RBI.

-State Bank of India has informed that the Central Government

appointed Mr A K Batra, Deputy Managing Director, State Bank of
India as Managing Director, State Bank of India for the period
from the date of his taking charge and upto August 31, 2003.
Also, Mr P N Venkatachalam, Deputy Managing Director, State
Bank of India has been appointed as Managing Director, State
Bank of India for the period from the date of his taking charge and
upto March 31, 2004.

State Bank Of India has informed that Shri Prithvi Raj Khanna
and Shri Kumar Bery have been duly elected as Directors under
Section 19(0) of SBI Act at the General Meeting of the -State Bank
of India has informed that it has appointed Mr Ananta Chandra
Kalita, as a Director on the Central Board of the Bank from
amongst the employees of the Bank, who are workmen, for a
period not exceeding six months commencing from October 03,
2002 or until his successor is appointed or till he ceases to be
workmen employee of State Bank of India, or until further orders,
whichever event occurs earlier. shareholders of the bank held on
September 09, 2002.

State Bank of India has informed BSE that Shri Janki Ballabh,
Chairman has relinquished office of Chairman at the close of
business hours on his attaining superannuation on October 31,

2002.

2003State Bank of India (SBI) and Maruti Udyog Ltd have

announced a joint initiative aimed at making car finance
affordable to middle and lower middle class customers.
Customers will now have transparent car finance involving no
hidden charges and pre-closure penalties, and also get the
dealers' margins, Mr SK. Bhattacharya, Chief General Manager,
SBI, told newspersons. "It will help both the bank and Maruti to

aggressively tap the Andhra Pradesh market," he said. SBI

offers finance facility even for lifetime tax, insurance and

accessories of the vehicle.

State Bank of India has informed that the Bank has appointed Shri
Ananta Chandra Kalita, Head Assistant, State Bank of India as a
Director on the Central Board of the Bank amongst the employees
of the Bank, who are workmen for a period of 3

years commencing from July 15, 2003 or until he ceases to be a

workmen employee of the Bank or until further orders,

whichever is earlier provided that he shall not hold the office

continously for a period exceeding six year.

- SBI group's total profit identified at Rs 3,354 cr in '02

Mr. D C Gupta nominated as Director on the Board of SBI

SBI introduces IT up gradation plan with KPMG help

- SBI Cards and Payment Services Private Ltd, the credit card
subsidiary of the State Bank of India, introduces two new schemes
recently- SBI Advantage Card to the bank's fixed deposit
customers and SBI International Card for its home loan borrowers

- Launches a new credit appraisal system targeting the small and

medium enterprises (SME) for loans up to Rs 25 lakh

- SBI selects TCS to execute trade finance solution

- SBI and ICICI Bank among the top 100 banks in Asia in 2001 as
per the study by Asian Banker Journal

- Introduces SBI Cash Plus, its Maestro Debit Card that allows

customers to access their deposit accounts from ATMs and

merchant establishments

2003Promotes three Chief General Managers (CGM) to the posts

of Deputy Managing Directors (DMDs). They are: A D Kalmankar,
CGM in charge of Staff College of Hyderabad, A K Das, CGM,
Hyderabad; and R K Sinha, CGM, Chandigarh

- SBI appoints Mr. S K Bhattacharya as the new Chief General

Manager for Hyderabad circle