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A Project Report ON: Services Offered BY
A Project Report ON: Services Offered BY
PROJECT REPORT
ON
SERVICES OFFERED
BY
PUNJAB NATIONAL BANK
Submitted By :Joginder
B.I.M. Final Year
University Roll No.
Panipat
Department of B.I.M.
S.D. (PG) College
Panipat.
CERTIFICATE
Certified that the project report on SERVICES OFFERED BY
PUNJAB NATIONAL BANK. has been completed by JOGENDER
under my guidance. He has submitted the report in partial
fulfillment of the requirement for the degree of bachelor of
information & management from Kurukshetra University,
Kurukshetra.
It is his own original research and I recommended that this should
be sent for evaluation.
S.N. SHARMA
Principal
S.D. College
Panipat
MRS. JASPINDER
Project Incharge
Lecturer in B.I.M.
S.D. (PG) College
Panipat
STUDENT DECLARATION
I JOGENDER student of B.I.M. S.D. College, Panipat, hereby
declare that this Project Report on SERVICES OFFERED BY
PUNJAB NATIONAL BANK . is submitted in the partial fulfillment
of the requirement of the degree of bachelor of information &
management is of my own efforts and not for the award of any
other title or prize.
Submitted by :JOGENDER
B.I.M. Final Year
S.D. (PG) College
Panipat.
ACKNOWLEDGEMENT
I am highly grateful to :Mrs. Jaspinder Kaur
S.D. College
For introducing me to Financial Management and giving us the
opportunity to work on this case-study. Without her help consent,
help and guidance, this case-study could not have been
successfully completed.
This case-study was undertaken with lots of good intentions given
the constraint of time and resources. I believe to have done
sufficient justices and the final offering as it lies in the readers
hands as it ownes its existence to lots of people.
Above all its entire gods grance that I was able to complete my
project successfully.
My friends whose blessing are constant source of inspirations that
enabled me to complete this work.
Mr. JOGENDER
B.I.M. Final year
S.D. College
Panipat.
CONTENTS
SR.
NO.
1.
CHAPTER NAME
INTRODUCTION TO BANKING IN INDIA
2.
3.
COMPANY PROFILE
4.
PROJECT TOPIC
5.
LITERATURE REVIEW
6.
RESEARCH DESIGN
7.
9.
8.
CONCLUSION
CHAPTER 1
Phase I
The General Bank of India was set up in the year 1786. Next came
Bank of Hindustan and Bengal Bank. The East India Company
established Bank of Bengal (1809), Bank of Bombay (1840) and Bank
of Madras (1843) as independent units and called it Presidency Banks.
These three banks were amalgamated in 1920 and Imperial Bank of
India was established which started as private shareholders banks,
mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by
Indians, Punjab National Bank Ltd. was set up in 1894 with
headquarters at Lahore. Between 1906 and 1913, Bank of India,
Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and
Bank of Mysore were set up. Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also
experienced periodic failures between 1913 and 1948. There were
approximately 1100 banks, mostly small. To streamline the functioning
and activities of commercial banks, the Government of India came up
with The Banking Companies Act, 1949 which was later changed to
Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23
of 1965). Reserve Bank of India was vested with extensive powers for
the supervision of banking in India as the Central Banking Authority.
During those days public has lesser confidence in the banks. As an
aftermath deposit mobilisation was slow. Abreast of it the savings bank
facility provided by the Postal department was comparatively safer.
Moreover, funds were largely given to traders.
Phase II
Government took major steps in this Indian Banking Sector Reform
1949:
1955:
1959:
1961:
1969:
1971:
1975:
1980:
crore.
Phase III
this phase has introduced many more products and facilities in the
Schedule to the Reserve Bank of India Act, 1934 (2 of 1934), but does
not include a co-operative bank".
"Non-scheduled bank in India" means a banking company as defined in
clause (c) of section 5 of the Banking Regulation Act, 1949 (10 of
1949), which is not a scheduled bank".
The following are the Scheduled Banks in India (Public Sector):
State Bank of India
State Bank of Bikaner and Jaipur
State Bank of Hyderabad
State Bank of Indore
State Bank of Mysore
State Bank of Saurashtra
State Bank of Travancore
Andhra Bank
Allahabad Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Canara Bank
Central Bank of India
Corporation Bank
Dena Bank
Indian Overseas Bank
Indian Bank
Oriental Bank of Commerce
Punjab National Bank
Punjab and Sind Bank
Syndicate Bank
Union Bank of India
United Bank of India
UCO Bank
Vijaya Bank
PLASTIC MONEY
Credit cards in India are gaining ground. A number of banks in India
are encouraging people to use credit card. The concept of credit card
was used in 1950 with the launch of charge cards in USA by Diners
Club and American Express. Credit card however became more popular
CHAPTER 2
2.1 INTRODUCTION
Punjab National Bank of India, the first Indian bank started only
with Indian capital, was nationalized in July 1969 and currently the
bank has become a front-line banking institution in India with 4525
Offices including 432 Extension Counters. The corporate office of the
bank is at New Delhi. Punjab National Bank of India has set up
2.1.2 ACHIEVEMENTS
Mission
Ethical conduct
Periodic disclosure
HEAD OFFICE
7, BHIKAJI CAMA PLACE, NEWDELHI-66
BRANCHES (4525)
SWOT
ANALYSIS
Strength
Weakness
Opportunities
Threats
STRENGTH
Wide network
Large number of customers
Fast adaptability to technology
Brand image
WEAKNESS
Casual behaviour
Corruption and red tapism
Slow decision making due to large hierarchy
High gross NPA
OPPORTUNITIES
THREATS
CHAPTER 3
DEFINITIONS:
Definition 1: Customer satisfaction is equivalent to making sure that
product and service performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer
that the outcome of a business transaction is equal to or greater than
his/her expectation.
Definition 3: Customer satisfaction occurs when acquisition of
products and/or services provides a minimum negative departure from
expectations when compared with other acquisitions.
importance
of
customer
satisfaction
and
support
is
We
cannot
create
customer
satisfaction
just
by
meeting
CHAPTER 4
CHAPTER 5
This study is limited to the consumers with in New Delhi city. The
study will be able to reveal the preferences, needs, satisfaction of the
customers regarding the banking services, It also help banks to know
whether the existing products or services the are offering are really
satisfying the customers needs.
Organizations that
to
the
administrator
and
policy
analyst
for
planning,
why an event has occurred or why the variables interact the way they
do.
PRIMARY DATA
Primary data are those collected by the investigator himself for the
first time and thus they are original in character, they are collected for
a particular purpose.
A well-structured questionnaire was personally administrated to the
selected sample to collect the primary data.
SECONDARY DATA
Secondary data are those, which have already been collected by some
other persons for their purpose and published. Secondary data are
usually in the shape of finished products.
Two types of secondary data were collected for the preparation of the
project work:
Internal Data was generated from companys brochures, manuals
and annual reports
External Data, on the other hand, was generated from magazines,
research books, intranet and internet (websites).
CHAPTER 6
TABLE 6.1
SHARE OF DIFFERENT TYPES OF ACCOUNTS
SL. No.
NATURE OF
ACCOUNTS
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1.
Saving A/Cs
78
78%
2.
Current A/Cs
9%
3.
4.
5.
Total
Fixed Deposits
Loans
Others
4
3
6
100
4%
3%
6%
100%
Analysis: Above table shows that 78% respondents have Saving A/Cs, and 9% have
Current A/Cs and rest of the respondents have 13% share of other A/Cs in total (which
includes fixed deposits, loans, and other products)
Interpretation: This means most of the respondents are having Saving A/Cs which
means the bank deposits are enriching as Saving A/Cs share is most.
TABLE 6.2
SATISFACTION OF RESPONDENTS WITH SERVICES OFFERED BY PNB
BRANCH
SL. No.
RESPONSE
1.
2.
TOTAL
Satisfied
Not satisfied
NUMBER OF
RESPONDENTS
89
11
100
PERCENTAGE OF
RESPONDENTS
89%
11%
100 %
Analysis: From the above table it could be inferred that 89% of the consumers are
satisfied with the service and quality of products of their bank. Only 11% of consumers
are not satisfied.
Interpretation: Most of the respondents are satisfied with the service offered by PNB.
Presently the bank offers varieties of services and the customers are getting a good rate of
return from their deposits. Customers are getting good service from the bank.
TABLE 6.3
RATINGS OF THE SERVICES OFFERED BY THE RESPONDENTS LIFE
INSURANCE COMPANY
EXCELLENT
VERY GOOD
NUMBER OF
RESPONDENTS
05
09
PERCENTAGE OF
RESPONDENTS
5%
9%
3.
4.
GOOD
AVERAGE
76
06
76%
6%
5.
POOR
04
4%
100
100 %
SL. No.
RATINGS
1.
2.
TOTAL
Analysis: From this table it could be inferred that 76% of the consumers have rated
service offered as good, 9% of them have rated them as very good, and 05% of them
have rated as excellent and average while only 4% have rated as poor
.
Interpretation: Service offered by the bank is improving day by day. Returns consumers
are getting are also attractive. Majority of the customers rates good, very good and
excellent because of the customer service offered by the bank. Banks are providing a
good service to the customers due to increased competition in the market. This may be
the reason for more satisfaction
TABLE 6.4
TABLE SHOWING MOTIVE BEHIND THE SELECTING PNB
SL.NO
ATTRIBUTE
SCORE
RANK
1.
2.
Brand name
Customer service
56
30
1
2
3.
Interest
12
4.
Others
Analysis: This table show the strengths and weaknesses of the brand, and what are the
important criteria or factors on which decision-making is done. From this table we can
infer that consumers give more importance for Brand name, secondly they prefer
satisfaction, and then returns on investment.
Interpretation: This purely shows that people are now looking forward for better
customer service in addition to the brand name in which they are investing and the
returns they are getting.
TABLE 6.5
CONSUMERS WILLINGNESS TO RECOMMEND THEIR LIFE INSURANCE
COMPANY TO OTHERS
SL. No.
RESPONSES
1.
2.
TOTAL
Recommended
Not recommended
NUMBER OF
RESPONDENTS
92
08
100
PERCENTAGE OF
RESPONDENTS
92%
8%
100 %
Analysis: From this table it can be noted that the majority of consumers (92%) would
like to recommend their bank services to others and only 8% of consumers would not like
to recommend it to others.
Interpretation: Since the competition has increased in the field of benefits and service of
banking. So customers are getting good service, so that they are willing to recommend
their bank services to others.
TABLE 6.6
CONSUMERS WILLINGNESS TO SHIFT THEIR A/Cs TO OTHER BANKS
SL. No.
RESPONSES
1.
Shift
NUMBER OF
RESPONDENTS
8
PERCENTAGE OF
RESPONDENTS
8%
2.
TOTAL
Doesnt shift
92
100
92%
100 %
Analysis: From this table it can be noted that the majority of consumers (92%) doesnt
like to shift their A/Cs to other banks.
Interpretation: The reason can be increasing customer satisfaction and quality services
offered by the bank.
CHAPTER 7
most
preferred
attributes
that
are
expected
by
the
CHAPTER 8
CONCLUSION:
The
project
entitled
STUDY
TO
UNDERSTAND
THE
Yet, PNB is far behind SBI. PNB must also be alert what with
Private Banks (ICICI, HDFC) breathing down its neck.
I am sure the bank will find my findings relevant and I sincerely
hope it uses my suggestions enlisted, which I hope will take them
miles ahead of competition.
In short, I would like to say that the very act of the concerned
management at PNB in giving me the job of critically examining
consumer satisfaction towards financial products and services of the
company is a step in their continual mission of making all round
improvements as a means of progress.
I am sure the bank has a very bright future to look forward to
and will be a trailblazer in its own right.