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A STUDY ON DEBIT CARD USERS IN INDIAN BANK SPECIAL

REFERENCE WITH KILAKARAI


Submitted in partials fulfillment of the requirement for the award of the degree

Of bachelor of business administration in Syed Hameedha Arts & Science College,

Affiliated to the Alagappa University, Karaikudi

SUBMITTED BY

THARIK AJEES. M
REG NO: 2016153061

UNDER THE GUIDANCE OF

Mrs. V.JANANI, M.B.A.

ASSISTANT PROFESSOR
DEPARTMENT OF BUSINESS ADMINISTRATION
SYED HAMEEDHA ARTS AND SCIENCE COLLEGE

UGC2(F) & 12(B) APPROVED & ACCREDITED WITH ‘B’ GRADE BY NAAC

DEPARTMENT OF BUSINESS ADMINISTRATION


KILAKARAI - 623806
2016-2019
CERTIFICATE
SYED HAMEEDHA ARTS AND SCIENCE COLLEGE

KILAKARAI – 623 806

DEPARTMENT OF BUSINESS ADMINISTRATION

CERTIFICATE
This is certificate that is project report titled “A STUDY ON DEBIT CARD USERS IN
INDIAN BANK WITH SPECIAL REFERENCE TO KILAKARAIBonafide Work of
THARIK AJEES. M, REG NO:2016153061 carried out the project under my supervision
certificated further, that the best of knowledge the work reported here in does not form part of
any other project report or dissertation, on the basis of which a degree or award was conferred on
earlier to other candidate

GUIDE EXTERNAL HEAD OF THE DEPARTMENT


DECLARATION
SYED HAMEEDHA ARTS AND SCIENCE COLLEGE

KILAKARAI – 623 806

DEPARTMENT OF BUSINESS ADMINISTRATION

DECLARATION

THARIK AJEES. M a bonafide student of SYED HAMEEDHA ARTS AND SCIENCE


COLLEGE, KILAKARAI hereby declare that the project report work under the title “A
STUDY ON DEBIT CARD USERS IN INDIAN BANK SPECIAL REFERENCE WITH
KILAKARAI’’ “Is my original work done under the guidance of Mrs. JANANI M.B.A.
Assistant Professor, Department of Business Administration It also declares that this
observational study has not been submitted fully or recognition.

DATE :
PLACE : THARIK AJEES.M
ACKNOWLEDGEMENT
ACKNOWLEDGEMENT

Nothing is achieved without the profound blessing of the almighty, the omniscient and
the most benevolent. I am grateful to him, because he has always been steering me to the shore
of fulfilment under his protective wings

I express my sincere gratitude to JANAB Dr.E.RAJABUDEEN, M.Sc., M.Phil., Ph.D.,


PRINCIPAL, SYED HAMEEDHA ARTS AND SCIENCE COLLEGE, for having given me
this opportunity to undergo project work.

I convey my gratitude to Dr.S.VIMALI, M.com, M.Phil. MBA., Ph.D., Head, Department of


Business Administration for her timely support.

I would like to express my sincere thanks to Mrs. V.JANANI, M.B.A. Assistant


Professor in Business Administration for giving timely support for completion this project.

I thank to Mr. I.REYASTHEEN M.B.A., Assistant Professor in Business Administration


For giving valuable suggestion.

I am extremely thankful to Mr.K.AJMAL KHAN, M.B.A.,Assistant Professor in


Department of Business Administration for her guidance and suggestions for the completion of
this project.

I wish to express my sincere thank to Mr.P.R.SUBRAMANIAN,M.B.A.,M.PHILAssistant


Professor in Business Administration for supporting me to do the effort efficiently.

I would like to convey from the depth of my heart gratitude to my parents and friends
who have been always the source of inspiration in my all endeavours

THARIK AJEES.M
CONTENTS
CONTENTS

SL.NO CHAPTER PARTICULARS PAGE


NO.

1. I 1.1 INTRODUCTION

1.2 OBJECTIVES OF THE STUDY

1.3 SCOPE OF THE STUDY

1.4 LIMITATIONS OF THE STUDY

1.5 RESEARCH METHODLOGY

1.6 CHAPTER SCHEME

2. II 2.1 COMPANY PROFILE

3. III 3.1 REVIEW OF LITERTURE

4. IV 4.1 DATA ANALYSIS AND


INTERPRETATION

5. V 5.1 FINDNGS

5.2 SUGGESTION

5.3 CONCLUSION

BIBLOGRAPHY

ANNEXURE
LIST OF TABLES
LIST OF TABLES

TABLE
NO.
SL.NO LIST OF TABLES PAGE NO.

GENDER OF RESPONDENTS
1. 4.1

AGE OF RESPONDENTS
2. 4.2

EDUCATIONAL QUALIFICATION OF
3. 4.3
RESPONDENTS

OCCUPATION OF RESPONDENTS
4. 4.4

INCOME OF RESPONDENTS
5. 4.5

MARITIAL STATUS OF RESPONDENTS


6. 4.6

USING DEBIT CARD OF RESPONDENTS


7. 4.7

HOW MANY DEBIT CARD USED OF


8. 4.8
RESPONDENTS

PURPOSE OF USING DEBIT CARD OF


9. 4.9
RESPONDENTS

10. 4.10 TRUST INDIAN BANK DEBIT CARD TRANSACTION


SECURITY OF RESPONDENTS

DEBIT CARD PAYMENTS OF RESPONDENTS


11. 4.11

COMFORTABLE WHILE GIVING DEBIT CARD FOR


12. 4.12
SOMEONE ELSE FOR THE PAYMENTS OF
RESPONDENTS

LIKE TO USE INDIAN BANK DEBIT CARD OF


13. 4.13
RESPONDENTS

USEFUL FOR YOUR DIFFICULT SITUATION OF


14. 4.14
RESPONDENTS

MAXIMUM AMOUNT SPEND TO INDIAN


15. 4.15
BANK DEBIT CARD OF RESPONDENTS
OPINION ON TIE UP WITH INDIAN BANK OF
16. 4.16
RESPONDENTS
OPINION ON LIFE TIME DEBIT CARD OF
17. 4.17
RESPONDENTS
SERVICE PROVIDER UNDERSTANDS MY
18. 4.18
SERVICE NEEDS OF RESPONDENTS
LIST OF CHARTS
LIST OF CHART

CHART
NO.
SL.NO LIST OF CHART PAGE NO.

RESPONDENTS OF GENDER
1. 4.1

RESPONDENTS OF AGE
2. 4.2

RESPONDENTS OF EDUCATIONAL
3. 4.3
QUALIFICATION

RESPONDENTS OF OCCUPATION
4. 4.4

INCOME OF RESPONDENTS
5. 4.5

MARITIAL STATUS OF RESPONDENTS


6. 4.6

USING DEBIT CARD OF RESPONDENTS


7. 4.7

HOW MANY DEBIT CARD USED OF


8. 4.8
RESPONDENTS

PURPOSE OF USING DEBIT CARD OF


9. 4.9
RESPONDENTS

10. 4.10 TRUST INDIAN BANK DEBIT CARD TRANSACTION


SECURITY OF RESPONDENTS

DEBIT CARD PAYMENTS OF RESPONDENTS


11. 4.11

COMFORTABLE WHILE GIVING DEBIT CARD FOR


12. 4.12
SOMEONE ELSE FOR THE PAYMENTS OF
RESPONDENTS
LIKE TO USE INDIAN BANK DEBIT CARD OF
13. 4.13
RESPONDENTS

USEFUL FOR YOUR DIFFICULT SITUATION OF


14. 4.14
RESPONDENTS

MAXIMUM AMOUNT SPEND TO INDIAN


15. 4.15
BANK DEBIT CARD OF RESPONDENTS
OPINION ON TIE UP WITH INDIAN BANK OF
16. 4.16
RESPONDENTS
OPINION ON LIFE TIME DEBIT CARD OF
17. 4.17
RESPONDENTS
SERVICE PROVIDER UNDERSTANDS MY
18. 4.18
SERVICE NEEDS OF RESPONDENTS
CHAPTER – I
INTRODUCTION
CHAPTER – I

1.1 INTRODUCTION

MEANING OF BANK:

A bank is an institution which accepts deposits from the general public and extends loan
to the householder, the firms and government. Banks are those institution which operates in
money. Thus they are money traders with the process of development functions of banks are also
increasing and diversifying now , the banks are not nearly the traders of money they also create
credit. Their activities are increased and diversifying. Hence it is very difficult to give a
universally acceptable meaning of bank.

DEFINITION OF BANK:

“Indian banking regulation act 1949 section 5 (1) (b) of the banking regulation 1949
banking Is defined as Accepting for the purpose of landing of investment of deposits of money
from public repayable on demand for otherwise and withdraw able by cheques, drafts order or
otherwise. Bank means a bench or table for changing money”.

_GREEK HSTORY

“Bank is an establishment for custody of money received from or on behalf of its


customer it is essential duty to pay their drafts units .its profits arise from the use of money left
employed them”.

_OXFORD DICTIONARY

“Bank is an institution which traders in money. Establishment for money also for making
loans and discount and facilitating the transmission of remittances from one place to another”.

_WESTERN, SDICTIONARY
“Bank means the place that money is kept safely, open an account with any bank and
make transaction with that bank is simply called as bank”.

_DICTIONARY

“Bank is establishments which make to individuals such as advances of money or other


means of payment as may be required and safely made and to which individuals entrust money
are payment when not required by them for use”.

_PRO.KINELY

“A bank is defined as a person who carries on the business of banking which specified on
conducting current accounts for his customers, paycheques drawn on him collecting for his
customer”.

_ENGLISH COMMONLAW

“Bank as institution which collects money from those who t to spare or who are saving it
out of their income and lends out to those who required it”.

_PROF.CROWTHERS

“A banker s one who is the ordinary course of his business honours drawn upon him by
person from and for whom he receives money on current account”.

_DR.H.L HERT
ORGIN OF THE BANK:

Uniformity amongst the economist about the origin of the word bank according to some
authors the word bank itself is derived from the word banks or banquet that is a bench. The early
bankers the Jews in Lombardy ,transacted their business on benches in the market place , when a
banker failed , his banco was broken up by the people it was called bankrupt this etymology s
however ridiculed by method on the ground that the Italian money changers as such were never
called bencher n the middle ages. It is generally sad that the wordbank has been originated in
Italy .In the middle of 12 the century there was a great financial citizen Italy due to war .To meet
the war expenses the government of the period a forced subscribed loan on citizen of the country
at the interest of 5% per annum .Such loans were know as compare mint, etc. The most common
name was monte in Germany the word monte was named as bank or bank. According to some
writers, the word bank has been derived from the word banco which means a bench. The Jews
money lenders in Italy used to transacted their business setting on benches at different market
place .When any of them used to fail to meet his obligations, his banc or bench or bench would
be broken by the angry creditors .The word bank seems to be originated from broken banco since
the banking system has been originated from money lending business, it is rightly argued that the
word bank has been originated from the word bank .Whatever be the origin of the word. Bank as
professor ram Chandra road says it would be the history of banking in Europe from the middle
ages.

Today the word bank is used as a comprehensive term for a number of institutions
carrying on certain kinds of financial business. In practice the word bank means which borrows
money from the one class of people and again lends money to another class of people for interest
or profit. Actually meaning of bank is not specifies n any regulation or act.

In India different people have different type of meaning for bank. Normal salary earner
knows means of bank that is saving institution, for current accountholder or businessman knows
financial institutions and many other. Banks not for profit making. It creates saving activity in
salary earner.
HISTORY OF BANK:

The first bank was probably the religious temples of the ancient world .and were
probably established some times during third millennium. B.C. banks probably predated the
invention of money deposits initially consisted 0f grain and later other goods including cattle ,
agricultural implements and eventually precious metals such as gold in form of easy to carry
compressed plates were the safest place to store gold as they were constantly attended and well
built . There are extant records of loan from the 18th century .BC in Babylon that were made by
temple priest’s monks to merchants. By the time of Hammurabi code. Banking as well through
developed justifies the promulgation of laws governing banking operations. Ancient Greece
holds further evidence of banking .Greek temples as well as private and civic entitles conducted
financial transaction such as loans deposits currency exchange and validation of coinage. there is
evidence to money lender in one Greek part would write a credit note for the client a cold cash
the note in another city. Saving the client the danger of carting coinage with him on his journey
.pithiest who operated as a merchant banker through outsoars minor at the beginning of the 5th
century B.C. is the first individual banker of whom we have records. Many of the early bankers
in Greek city states were metrics or foreign residents the fourth century B.C saw increased use of
credit based banking in the Mediterranean world.InEgypt, from early times grain had been used
as a common from money in addition to precious metals, and state granaries functioned as banks
.when Egypt fell under the rule of a Greek dynasty, the Ptolemy’s (332_30B.C.) The numerous
scattered government granaries were transformed into a bank grain banks centralized in
Alexandria where the main accounts from all the state granary banks were recorded .this banking
network functioned as a trade credit system in which payments were affected by transfer from
one account to another without money pass in the third century B.C. the barren Aegean islands of
Delos, known for its magnificent harbor and famous temple of Apollo, become a prominent
banking center .as in Egypt cash transaction were replaced by real credit. Receipts and payments
were made based on simple instruction with account kept for each client .with the defeat of its
main rivals Carthage and Corinth by the romances the importance of
delosincreased.consequently it was natural that the bank of Delos should become the model most
closely imitate by the banks of Rome charging interest on loans and paying interest on deposits
become more highly developed and competitive .the development of roman banks was limited
,however .by the roman preference for cash transaction.
1.2 OBJECTIVES OF THE STUDY

 To find out the Indian bank debit card user in kilakarai


 To study awareness of bank customer about debit card
 To examine the extent of usage of debit card by card holders
 To find out the attitude of card holders towards debit cards
 To offer for suggestions for further improvement
 The basic function of online payment system
 The use of payment card in electronic commerce
 The history and future electronic cash
 How electronic wallets work
 The use of stored value cards in electronic commerce
 Internet technologies and the banking industry
1.3 SCOPE OF THE STUDY

 The present study focus on the users of card holders towards debit cards
 The study was designed to gain a better understanding of the factors influencing
possession of debit card and card holders satisfaction
 The study also analyses the extend of utilization of the present study focus on the
perception of card holders towards debit card
 The study was designed to gain better understanding of the factors influencing
possession of debit card and card holders satisfaction
 The study also analyses the extend of utilization of debit card by card holders and
the level of awareness of bank customers not having debit card about such cards
 Debit card by card holders and the level of awareness of bank customers not having
debit cards about such cards.
1.4. LIMITATION OF THE STUDY

 The survey is done only within kilakarai ruler area


 The sample size is selected due to convenient for the study
 The constraint of time limit is felt as the duration was short and elaborate survey
was not possible
 Forecasting the market potential estimation is based on Wheelers
 The survey does not include any observation technique to observe the behavior of
customer while using the bank
 The sample size was limited by 100 only.
1.5 RESEARCH METHODOLOGY:

Depending upon the objective of the study the research. I would be adopting the
descriptive research methodology.

DATA COLLECTION

There are two sorts of data available

1. PRIMARY DATA:

These data while be basically observed and recorded for the first time for my
dissertation work. The data will be collected through survey method by using the tool
questionnaire.

2. SECONDARY DATA:

The secondary data will be collected from the following sources


 Financial news papers
 Indian Bank website
 Books journals

SAMPLING DESIGN

All the above users availing scheme in kilakarai in my universe while the sample size is
100. The sample unit is individual. I would be taking the sample on my convenience.

The sample respondents will be curved out in 4 categories according to their type of
small business or profession for 6 banks
1.6 CHAPTER SCHEME

 Chapter I consist of introduction. Objectives, of the study, scope of the study, limitation
of the study, research methodology and chapter Scheme.
 Chapter II consists of company profile
 Chapter III consists of Review of literature
 Chapter IV consists of data analysis and interpretation
 Chapter V consists of finding, suggestions, and conclusions.
CHAPTER – II
BANK PROFLE
CHAPTER –II

2.1BANK PROFILE:

Indian Bank is one of the oldest banks in India and its Headquarters in Chennai, The
Bank was founded by Annamalai and RamaswamiChettiar on 15th August 1907 as part of the
Swadeshi movement. After World War II, in 1960 the banking sector in India was consolidating
by the merger of weak private sector banks with the stronger ones. In 1960 the bank Acquired
Mannargudi Bank (founded 1932) and Salem Bank (Founded 1925).The bank was nationalized
along with 13 major commercial banks of India, on July 20, 1969 by the Government of India.

A Premier bank owned by the Government of India

Established on 15th August 1907 as part of the swadeshi movement

Serving the nation with a team of over 18782 dedicated staff

Total Business crossed Rs.2, 49,136Croresason 31.03.2013

Operating profit: Rs.3, 061 crores as on 31.3.2013

Net profit: Rs.1581.13 Crores as on 31.3.2013

International presence

Overseas branches in Singapore, Colombo including a foreign currency banking unit at Colombo
and Jaffna

240 Overseas correspondent banks in 70 countries

Diversified Banking activities-2 Subsidiary companies

Indian bank Merchant Banking Services Ltd

Indian Bank Housing Ltd.


A Front runner in specialized banking

 97 Forex authorized branches inclusive of 1 specialized Overseas Branch at Chennai


exclusively for handling forex transactions arising out of Export, Import, Remittances
and Non Resident Indian business
 73 special SME Branches extending finance exclusively to SSI units
 Established MSME CPUs at 9 Key centers at Chennai, Mumbai, Kolkata, New Delhi,
Ahmedabad, Bangalore, Pune, Coimbatore and Kanchipuram.
 MOU entered with National Small Industries Corporation (NSIC) to focus on MSME
segment.

Leadership in Rural Development

 Under financial Inclusion Plan, Indian Bank has been allotted with 1523 villages with
population above 2000, all the 1523 villages have been provided with banking services as
on 30th September 2012 as below:
1425 villages though Smart card based Business Corresponded (Bc) model
53 villages through Brick and motor branches banking service Centres (BSCs)
45 villages through Mobile Branch/van
 Pioneer in introducing self Help Groups and Financial Inclusion Project in the Country
 Award winner for excellence in Agricultural lending from Honorable Union Minister for
Finance
 Best performer Award for Micro-finance activities in Tamil Nadu and Union Territory of
Puducherry from NABARD
 Established 45 specialized exclusive Microfinance branches called “Microsate” across
the country to cater the needs of urban poor through SHG(Self Help Group)/JLG(joint
Liability Group) concepts
 A special Window for microfinance viz., Micro Credit kendras are functioning in 44
Rural/Semi Urban branches
 Harnessing ICT( information and communication Technology) for Rural Development
and inclusive Banking.
 Provision of technical assistance and project report In Agriculture to Entrepreneurs
through Agricultural Consultancy & Technical services(ACTS).

Shri T.M. Bhasin has assumed charge as Chairman & Managing Director of Indian Bank
on 1st April 2010

Prior to assuming charge as Chairman & Managing Director, he was Executive Director of
United Bank of India since 7th November 2007.
His brief Curriculam Vitae is as under:-
Joined Oriental Bank of Commerce (OBC) as Probationary Officer on 17th June, 1978, and
served in different capacities till 6th November, 2007, interalia :-.

 Branch Incumbent in KheraKalan (Rural); Sriganganagar (Manager, Lead Bank Office);


Chief Manager, Overseas (Forex Branch)-Panchkuian Road, New Delhi; Chaura Bazar,
Ludhiana, HazratGanj, Lucknow Branches.

 General Manager, Regional Head in OBC’s largest flagship New Delhi Region, having
total business of Rs. 12,500 crore from October 2003 to March 2006 wherein Deposits,
Advances and Net Profit of the Region more than doubled in two and half years’ period
and NPAs were reduced to less than one third i.e. from Rs. 285 crore to Rs. 90 crore
during his tenure.At Head Office of OBC as General Manager/Dy. General Manager
(HRD); (Recovery & Law); Asstt. General Manager (IT) and Integrated (Domestic
&Forex) Treasury, Chief Manager, Corporate Loans, Planning & Development including
Priority Sector. Organisation and Methods, Central Accounts, General Administration,
Inspection & Control Departments etc., as Manager/Dy.ChiefManager.As General
Manager (IT &New Initiatives) at Head Office implemented 100% Core Banking
Software; Set up Three way Disaster Recovery and Business Continuity Process with
zero data loss; Looked after Marketing of Bancassurance, Mutual Fund and other
innovative products for augmenting Non-Interest Income.

 Spearheaded and played key role in setting up Joint Venture Company for Life Insurance
in partnership of OBC with Canara Bank & HSBC (Insurance).
 Successfully handled merger of erstwhile Global Trust Bank Ltd with OBC with sole-
responsibility for integration of technology platforms and product mapping.

 OBC was declared “Zero NPA Bank” in September 2003, during the incumbencyGeneral
Manager (Recovery) & HR. Effected highest recoveries in New Delhi Region of Oriental
Bank of Commerce and settled highest number of 54 NPA cases involving Rs. 47 crore in
a LokAdalat at Delhi High Court in April, 2005 (Appreciation letter issued by Delhi High
Court Legal Aid Committee & Chairman and Managing Director of OBC).
 Consequent upon due selection process by Government of India and Reserve Bank of
India, Shri T M Bhasin was selected and appointed as Executive Director in UNITED
BANK OF INDIA with effect from 7th November 2007.
Government of India appointed Shri T M Bhasin as Chairman and Managing Director of
Indian Bank with effect from 1st April 2010:

EDUCATIONAL&PROFESSIONALQUALIFICATIONS
of Shri T M Bhasin are as under:-

 MBA (Finance) from Faculty of Management Studies, (FMS), University of Delhi.


(1984-87)
 Advanced Financial Management Programme at JFK School of Government, Harvard
,US (2004).
 LL.B. from Campus Law Centre, University of Delhi (1980-83)
 Certified Associate of Indian Institute of Bankers (CAIIB) (1988)
 M.Sc.(Gold Medalist) (1975-77)
 One Year Course in Criminology and Forensic Science (Delhi University Topper) (1983-
84)
 Diploma in Office Organisation & Procedures from Punjab University, Chandigarh.
(1982)
ACADEMIC ACHIEVEMENTS

Accomplished research under C.H. Bhabha Research Scholarship Scheme of IBA 1999-2000 on
“E-Commerce in Indian Banking”.

 An alumnus of FMS Alumni Association (1987), Delhi University.


 An alumnus of Harvard Alumni Association (2004), Harvard University (U.S.).

SPECIAL ACHIEVEMENTS

 Authored a Book on “E-Commerce in Indian Banking” 616 pages published by Authors


Press, New Delhi (2002).

 Authored well researched articles on contemporary issues in renowned national dailies


and Banking Journals / Magazines.

 As Honorary Secretary, IBA Delhi Chapter during August 2000 to November 2007
period coordinated and organized all major Banking Seminars, Bankers’ meets and other
events under the aegis of IBA at Delhi.

OTHER HONORARY ASSIGNMENTS

ShriBhasin is a member of various Boards and Governing bodies of reputed organizations such
as

 Deputy Chairman, Indian Bank’s Association(IBA)


 Member of Prime Minister’s Task Force on Skill Development Council.
 Chairman, Education Loan Committee of Indian Bank's Association (IBA)
 Chairman, Financial Inclusion Committee of IBA
 Director on the Board of United India Insurance Co Ltd
 Member on Governing Board of NIBM
 Member on the Executive Board of Indian Banks Technology Consortium
 Member Governing Council, IIBF
 Member of the Governing Board of the Institute of Banking Personnel Selection (IBPS)
 Member of the Core Group of the Financial Services Technology Consortium (FSTC) of
IDRBT.

FOREIGN ASSIGNMENTS / TRAININGS

 Member of Joint Trade Committee constituted by Govt. of India, Ministry of Commerce


for Indo-Myanmar Trade Relations. (2008-10)

 Widely travelled / trained in India and Abroad.

Under the Chairmanship of Mr T M Bhasin, Indian Bank has received following Awards :-

 Our Bank has attained the first rank and has been conferred with the coveted National
Award for Excellence in Lending to Micro Enterprises for FY 2012 on 3th April 2013 by
the Hon’ble President of India.
 Received Operational Excellence Award for 2012 by NPCI on 14th December 2012.
 Received Outlook Money Award for the Best Bank Category on 13th December 2012.
 SKOCH Digital Inclusion Award 2012 for exemplary use of technology in Financial
Inclusion – received from Shri. NandanNilekani, Chairman, Unique Identification
Authority of India on 18th September 2012
 IBA- Banking Technology Awards 2011 for best use of technology in Training and
eLearning (2nd Runner up) – received from Shri N R Narayana Murthy, Chairman,
Emeritus Infosys Ltd on 27th August 2012.
 The Sunday Standard FINWIZ Award 2012 by New Indian Express for QUICKEST
TURNAROUND – received from ShriAnand Sharma, Hon’ble Union Minister for
Commerce and Industries on 20th August 2012.
 SKOCH Challenger Award 2012 – Banking for outstanding contribution in providing
banking services to the unreached villages through various Financial Inclusion initiatives
– received from ShriMontek Singh Ahluwalia, Hon’ble Deputy Chairman, Planning
Commission in the presence of Dr C Rangarajan, Hon’ble Chairman, Economic Advisory
Council to the Prime Minister on 27th March 2012.
 SKOCH Financial Inclusion Award – 2012 for completion of 100% Financial Inclusion
in UT of Puducherry – received from Dr C Rangarajan, Hon’ble Chairman, Economic
Advisory Council to the Prime Minister on 5th January 2012.
 Outlook Money Awards 2011 for best Education Loan provider – received from
ShriMontek Singh Ahluwalia, Hon’ble Deputy Chairman, Planning Commission on 20th
December 2011.
 Financial Express – Ernst & Young “Best Public Sector Bank Award 2010-11 (Runners
up) – received from ShriPranab Mukherjee, then Hon’ble Union Finance Minister on
17th September 2011.
 CNBC – TV 18 Award for the Best Public Sector Bank in mid size category for superior
quality of assets, profitability, efficiency & Productivity – received from
ShriVeerappaMoily, Hon’ble Union Minister for Corporate Affairs on 12th September
2011.
 Dun & Bradstreet Banking Award 2011 for Best Asset Quality received from Shri S
STarapore, Former Deputy Governor, RBI on 30th August 2011.
 “Best Risk Master Award” under Public Sector Bank Category – received from
ShriPrithvirajChavan, Hon’ble Chief Minister of Maharashtra, in FICCI-IBA Conference
FIBAC 2011 on 25th August 2011 &
 Listed among Top 150 Banks for Best RoA as per Banker Magazine
 Adjudged Third among the Public Sector Banks as the Best Service Branch by Economic
Times Brand Equity.
 ISO 9001:2008 Certification for our Corporate Office Building – 1st Corporate Office
building of PSBDs in India to get the ISO Certification.

PROGRESS OF INDIAN BANK AS ON 31.03.2013

 Business level grew by 17.52 per cent to a 249,136 crore for the year ended March 2013.
While Deposits grew by a 21,176 crore or 17.53 per cent to a 141,980 crore, Credit grew
by a 15,972 crore or 17.52 per cent to a 107,156 crore:
 Operating profit of the Bank was at a 3,061 crore, while Net Profit stood at a 1,581 crore
in FY 2012-13.
 Net worth of the Bank increased to a 10,838.84 crore and the Capital Adequacy Ratio
under Basel II was at 13.08 per cent (Tier I – 10.88, Tier II – 2.20).
 Return on Assets at 1.02 per cent continues to be the best among Public Sector Banks.
 Bank’s Net Profit to Business ratio at 0.64 is the second best among the Public Sector
Banks.
 Net Interest Margin (NIM) continues to be above the 3 per cent mark and stood at 3.09
per cent.
 Bank has reached all the stipulated norms under Priority sector advances which at a
36,421 crore was 42.1 per cent of the Adjusted Net Bank Credit (ANBC), while
Agriculture lending has risen by a 3646 crore to a 17,001 crore as on March 31, 2013.
 Bank has 73 specialised branches across the country exclusively catering to the SME
sector; the SME portfolio increased by a 3,588 crore or 35 per cent to a 13,746 crore.
 Earning per share (annualised) and Book value per share were at a 35.80 and a 242.89
respectively. Return on Equity was at 14.89 per cent in the current year.
 Towards having a healthy Balance sheet adequate provisioning has been made towards
NPAs and employee benefits.
 For specialized lending to SHGs, Bank has exclusively 45 MICROSATE branches. These
branches have disbursed a590 crore covering 23,457 SHGs during FY 2012-13 and the
total outstanding advances as at end-March 2013 stood at a746 crore covering 56,913
SHGs.
 Bank has opened 1418 Ultra Small Branches (USBs) in the villages with population
above 2000, covered through BC model under Financial Inclusion.
 Under the Financial Inclusion Plan, Bank has provided banking services to 3494 villages
with population above 2000 as well as below 2000 through various delivery channels as
below:
o 3380 villages through Smart card based Business Correspondent (BC) model;
o 26 villages through Brick and mortar branches;
o 34 villages through Banking Service Centres (BSCs); and
o 54 villages through Mobile branch/van.
 In the Union Territory of Puducherry, where Bank is the SLBC Convenor, all the villages
with population above 2000 and villages with population 2000 and below have been
provided with banking services through various delivery channels under the Financial
Inclusion Plan by the member banks.
 Under the Direct Benefit Transfer (DBT) scheme, in the 43 pilot districts, Bank is Lead
Bank in Chittoor District of Andhra Pradesh and SLBC Convenor in the UT of
Puducherry. In Puducherry district, accounts have been opened for all the 4249
beneficiaries under 13 schemes and in Chittoor district, accounts have been opened for all
the 1.29 lakh beneficiaries under 8 schemes. In Krishna and Yanam districts, accounts
have been opened for 1.07 lakh beneficiaries under 5 schemes and 753 beneficiaries
under 3 schemes, respectively from whom details have been received.
 Bank has international presence in Singapore and Colombo & Jaffna in Sri Lanka.
Besides, Bank has correspondent banking arrangements in 69 countries.
CHAPTER-III
REVIEW OF LITERATURE
CHAPTER III

3.1REVIEW OF LITERATURE
Handelsman and Munson (1989),Switchingbehaviors from credit card to cash payment among
ethnically diverse retail customers” Shows that credit card sales constitute an important revenue
source for many retailers. Their ever increasing use and evaluation in to other forms such as
debit electron card, demands that retailers gain a more complete understanding of how they are
used by diverse consumers segments. Particularly need a better understanding of the propensity
to switch over from credit card to cash payment and the incentive required to initiateswitching.
In view of the cost to the retailer of administrating debit card and payment system ,the retailers
overall profit position may be enhanced by converting a large proportion of credit card sales to
cash sales . four aspects of credit card usage and switching ethnics are investigated , propensity
to switch over from credit card to cash payment at various level of monetary incentive , the
effect of product price on propensity to switch the frequency of credit card usage , and the
preferred method of payment of credit card balances (installment various full payments)several
significantdifferences are shown among three ethnic groups studied in these usage behaviorssuch
as might even be extended to international comparisons involving consumers domiciled in
different countries.

BANKERS(1992)in his study ,globalization of credit card usage : The case of a developing
economy “ investigate the attitude of Turkish consumers toward a credit cards , and the approach
of card issuers by surveying two samples of 200 card holders and non-Card holders . The better
educated , middle aged members of the upper middle class seem to be the prime target;the most
important reason for using a credit card were cash of payment” followed by risk of carrying cash
,non holders do not carry credit card because they do not know much about it ; informal sources
0f information appear to become influential than mass media advertising in penetrating the
market; proposes that the usage of administration of credit card are influenced by the infra
structure of the country and hence , credit card companies have to modify their marketing and
administration procedures rather than following standardized approach.
Natarajan and Manohar (1993) credit card an analysis;a study has been attempted to know that
to what extent the credit card are utilized by the card holders and the factors influencing by
creditcard. The study confined to cards issued by the Indian bank .A random sampling technique
used to collect data. Ten components i.e. Numbers of purchases, shops, percentage of purchases,
place frequency, type of product type of service, cash withdrawal facilities identified used by
measurement. For this personal and non-personal factors also have been taken in to
consideration. Sex,age,educational qualification of card holders has no relationship with
utilization of can card .While occupation ,income , employment status of spouse , mode of
getting card has relationship with utilization of can card .

VORA AND GIDWANI (1993) plastic at a premium “shows the usage facilities and varieties of
cards. The research shows that credit card is extremely useful to those people who use t as to
increase their purchasing power through the plasticcard. Different cards provide the different
packages attract to customers like tele ticketing,discounts,insurance coverage and provide reward
points etc. according to author, the card holder market has a potential to grow 7 million of all tax
paying citizens are taken into account .but these manful efforts at upgrading service can only
have limited impact as long as Indian customers remain credit shy.

MATHUR AND GEORGE (1994) use of credit card by older American “shows the usage
behavior pattern of old people with credit card spending. Usage large national sample of
respondents from differentage, groups, spending use credit card as frequently as younger adult’s
circumstance opportunities for consumption in both groups are similar. Commonly held behalf
that older people do not use credit card, the data suggests needs for participation while credit
card usage may over all decline with age certain segment of measure. The data in the present
study suggest alternativeslikeincome and employment .targeting older consumers on the basis of
age might not only alienate them but is also likely to research fewer prospective customers.

SIMON AND VCTOR (1994) Customers riskperceptions of electronic payment systems find
that one reason for the slow adoption rate of electronic fund transfer at point of sale is that
consumers perceive that has a higher level of risk than other traditional payment method study
shows that has the lowest physical risk and higher financial risk the credit card has the lowest
psychological and highesttime loss risk .physical risk , for credit card payments is significantly
higher when the purchase is small . Users of have a significantly higher level of psychological
risk. Article suggest that in order to reduce customer fears worries. It is also appropriate to
consider introducing some risk reduction techniques .research indicates that technological
excellence excellence dictate success.

ALMEDA(1995) The future in card shows that credit card with them business is booming as
more than 1.1 million have credit card with them their numbers are expected to grow at an even
faster pace issuing banks get aggressive study shows that more than 4000 business
establishments in the country accepts the credit card industry a rapidly expanding transparency in
financial system acquiring banks for business from merchant establishment has brought the
commission down and f the issuing bank happens to be also the acquiring bank it get the entire m
merchant discount .Finally , no payments system can be replace cash in India on a wide spread
basis.

GEORGE (1995) the card major lead the way shows that VISA AND MASTER CARD play a
major role in any international payments syst6em. Both VISA AND MASTER CARD act also as
lending the names members banks card for this and but is approximately 3 cents (90 paisa) per
transaction. They are card clearing agencies VISA AND MASTER CARD each have nearly
22000 banks all over the world they are not credit card companies at function on the line to
provide a global network that settlement of card transaction, both of credit and debit.
CHAPTER -IV
DATA ANALYSIS AND
INTREPRETATION
CHAPTER-IV
DATA ANALYSIS AND INTREPRETATIONS

TABLE4.1

RESPONDENTS ON THE BASIS OF GENDER

S.NO GENDER NO OF PERCENTAGE


RESPONDENTS

1 MALE 70 70%

2 FEMALE 30 30%

TOTAL 100 100%

SOURCE: PRIMARTY DATA

INTREPRETATION

The above shows that respondents On The Basis of Gender. 70%Respondents Are
Male.30% Respondents are Female.
CHART 4.1

RESPONDENTS ON THE BASIS OF GENDER

GENDER

30

Male
Female
70
TABLE 4.2

RESPONDENTS ON THE BASIS OF AGE

S.NO AGE NO OF PERCENTAGE


RESPONDENTS

1 BELOW 19 YEARS 32 32%

2 20 – 25 YEARS 52 52%

3 ABOVE 25 YEARS 16 16%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above table shows that respondents on the basis of Age. 52% Respondents in Age
20-25 Years. 32% Respondents in Age below 19 Years.16% Respondents in Age above 25
Years.
CHART 4.2

RESPONDENTS ON THE BASIS OF AGE

AGE
60

50
52
40

30 32
20

10
16

0
Below 19 Years 20-25 ears Above 25 Years
TABLE 4.3

RESPONDENTS ON THE BASIS OF EDUCATIONAL QUALIFICATION

S.NO EDUCATIONAL QUALIFICATION NO OF PERCENTAGE


RESPONDENTS

1 SCHOOL LEVEL 6 6%

2 U.G 72 72%

3 P.G 18 18%

4 OTHERS 4 4%

TOTAL 100 100%

SOURCE: PRIMAYR DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Educational


Qualification.72% Respondents In Educational Qualification Are U.G.18% Respondents In
Educational Qualification Are P.G 6% Respondents In Educational Qualification Are School
Level.4% Respondents In Educational Qualification Are Others.
CHART 4.3

REPONDENTS ON THE BASIS OF EDUCATIONAL QUALIFICATION

EDUCATIONAL QUALIFICATION
80 72
70

60

50

40

30

20
18
10 6 4
0

School Level U.G P.G Others


TABLE 4.4

RESPONDENTS ON THE BASIS OF OCCUPATION

S.NO OCCUPATION NO OF PERCENTAGE


RESPONDENTS

1 GOVERNMENT JOB 26 26%

2 PRIVATE JOB 36 36%

3 SELF-EMPLOYEMENT 14 14%

4 OTHERS 24 24%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Occupation.36%


Respondents In Occupation Are Private Job.26% Respondents In occupation Are Government
Job.24% Respondents In Occupation Are Others.14% Respondents In Occupation Are Self-
Employment.
CHART 4.4

RESPONDENTS ON THE BASIS OF OCCUPATION

OCCUPATION

36
40 26 24
30 14
20
10
0
TABLE 4.5

RESPONDENTS ON THE BASIS OF ANNUAL INCOME

S.NO ANNUAL INCOME NO OF PERCENTAGE


RESPONDENTS

1 LESS THAN 5000 14 14%

2 5001-10000 32 32%

3 10001-20000 24 24%

4 ABOVE 20000 30 30%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Income


.32%Respondents In Income Are 5001-10000/30%Respondents In Income Are Above
20000.24%Respondents In Income Are 10001-20000.14%Respondents In Income Are Less
Than 5000.
CHART 4.5

RESPONDENTS ON THE BASIS OF ANNUAL INCOME

ANNUAL INCOME

35
30
25
20
15
32 30
24
10
14
5
0
Less Then 5001-10000 10001-20000 Above 20000
5000
TABLE 4.6

REESPONDENTS ON THE BASIS OF MARITAL STATUS

S.NO MARITAL STATUS NO OF PERCENTAGE


RESPONDENTS

1 MARRIED 22 22%

2 UNMARRIED 78 78%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Martial


Status.78%Respondents in Martial Status Are Unmarried.22%Respondents In Martial Status Are
Married.
CHART 4.6

RESPONDENTS ON THE BASIS OF MARITAL STATUS

MARITAL STATUS

22

Married
Unmarried

78
TABLE 4.7

RESPONDENTS ON THE BASIS OF USING DEBIT CARD

S.NO USING DEBIT CARD NO OF PERCENTAGE


RESPONDENTS

1 YES 80 80%

2 NO 20 20%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Using Debit Card.80%
Respondents In Using Debit Card Are Yes.20%Respondents In Using Debit Card Are No.
CHART 4.7

RESPONDENTS ON THE BASIS OF USING DEBIT CARD

Using Debit Card

20

Yes
No

80
TABLE 4.8

RESPONDENTS ON THE BASIS OF HOW MANY DEBIT CARD USED

S.NO HOW MANY DEBIT CARD USED NO OF PERCENTAGE


RESPONDENTS

1 ONE 44 44%

2 TWO 30 30%

3 THREE 4 4%

4 NONE 22 22%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of How Many Debit Card
Used.44% Respondents In How Many Debit Card Used Are One.30% Respondents In How
Many Debit Card Used Are Two.22% Respondents In How Many Debit Card Used Are
None.4% Respondents In How Many Debit Card Used Are Three.
CHART 4.8

RESPONDENTS ON THE BASIS OF HOW MANY DEBIT CARD USED

How Many Debit Card Used


50

45
44
40

35

30 30
25

20
22
15

10

5
4
0
One Two Three None
TABLE 4.9

RESPONDENTS ON THE BASIS OF PURPOSE OF USING DEBIT CARD

S.NO PURPOSE OF USING DEBIT CARD NO OF PERCENTAGE


RESPONDENTS

1 MONEY TRANSACTION 50 50%

2 ONLINE PURCHASING 18 18%

3 SHOPPING 14 14%

4 ALL THE ABOVE 18 18%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Purpose Of Using Debit
Card.50% Respondents In Money Transaction Are Money Transaction.18%Respondents In
Money Transaction Are Online Purchasing.18%Respondents In Money Transaction Are All The
Above. 14%Respondents In Money Transaction Are Shopping.
CHART 4.9

RESPONDENTS ON THE BASIS OF PURPOSE OF USING DEBIT CARD

50
50
45
40
35
30
25
20
18
15 14 18
10
5
0

Money
Online
Transaction Shopping
Purchasing All The
Above
TABLE 4.10

RESPONDENTS ON THE BASIS OF TRUST INDIAN BANK DEBIT CARD


TRANSACTION SECURITY

S.NO TRUST INDIAN BANK DEBIT CARD NO OF PERCENTAGE


TRANSACTION USED RESPONDENTS

1 HIGH SATISFIED 68 68%

2 SATISFIED 22 22%

3 DISSATISFIED 6 6%

4 HIGH DISSATISFIED 4 4%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Trust Indian Bank Debit
Card Transaction Security.68% Respondents In Trust Indian Bank Debit Card Transaction
Security Are Highly Satisfied.22%Respondents in Trust Indian Bank Debit Card Transaction
Security Are Satisfied.6%Respondents in Trust Indian Bank Debit Card Transaction Security
Are Dissatisfied.4%Respondents in Trust Indian Bank Debit Card Transaction Security Are
Highly Dissatisfied.
CHART 4.10

RESPONDENTS ON THE BASIS OF TRUST INDIAN BANK DEBIT CARD


TRANSACTION SECURITY

Trust Indian Bank Debit Card Transaction


Security

80
68
60
40
22
20
0 6
4
Highly Satisfied
Satisfied
Dissatisfied
Highly
Dissatisfied
TABLE 4.11

RESPONDENTS ON THE BASIS OF DEBIT CARD FOR PAYMENTS

S.NO DEBIT CARD FOR PAYMENTS NO .OF PERCENTAGE


RESPONDENTS

1 EVERY DAY 20 20%

2 ONCE IN A WEEK 40 40%

3 MONTHLY ONCE 18 18%

4 NONE 22 22%

TOTAL 100 100%

SOURCE: PRMARY DATA

INTREAPRETATION:

Above shows that the respondents on the basis of respondents of debit


card payments.40% respondents on the basis of respondents of debit card payments are once in a
week.22%respondents on the basis of respondents of debit card payments are none.
20%respondents on the basis of respondents of debit card payments are every
day.18%respondents on the basis of respondents of debit card payments are monthly once.
CHART 4.11

RESPONDENTS ON THE BASIS OF DEBIT CARD PAYMENTS

DEBIT CARD FOR PAYMENTS


45

40 40
35

30

25

20 20 22
15 18
10

EVERY DAY ONCE IN A MONTHLY NONE


WEEK ONCE
TABLE 4.12

RESPONDENTS ON THE BASIS OF COMFORTABLE WHILE GIVING DEBIT CARD


FOR SOMEONE ELSE FOR THE PAYMENTS

S.NO COMFORTABLE WHILE GIVING NO OF PERCENTAGE


BEBIT FOR SOMEONE ELSE FOR RESPONDENTS
THE PAYMENTS

1 YES 74 74%

2 NO 26 26%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Comfortable While


Giving Debit Card For Someone Else For The Payments.74% Respondents In Comfortable
While Giving Debit Card For Someone Else For The Payments Are Yes. Respondents In
Comfortable While Giving Debit Card For Someone Else For The Payments Are No.
CHART 4.12

RESPONDENTS ON THE BASIS OF COMFORTABLE WHILE GIVING DEBIT CARD


FOR SOMEONE ELSE FOR THE PAYMENTS

Comfortable While Giving Debit Card For


Someone Else For The Payments

No
26

YES
74
TABLE 4.13

RESPONDENTS ON THE BASIS OF LIKE TO USE INDIAN BANK DEBIT CARD

S.NO LIKE TO USE INDIAN DEBIT CARD NO OF PERCENTAGE


RESPONDENTS

1 FEST AMOUNTS 4 4

2 ATM-MORE 48 48

3 SECURITY 10 10

4 ALL THE ABOVE 38 38

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Like To Use Indian Bank
Debit Card. 48% Respondents in Like To Use Indian Bank Debit Card Are ATM-
More.38%Respondents in Like To Use Indian Bank Debit Card Are All The
Above.10%Respondents In Like To Use Indian Bank Debit Card Are Security.4%Respondents
in Like To Use Indian Bank Debit Card Are Fast Amounts.
CHART 4.13

RESPONDENTS ON THE BASIS OF LIKE TO USE INDIAN BANK DEBIT CARD

Like To Use Indian Bank Debit Card

48
38

10
4
Fast Amounts ATM-More Security All The Above
TABLE 4.14

RESPONDENTS ON THE BASIS OF USEFUL FOR YOUR DIFFUCULT SITUATION

S.NO USEFUL FOR YOUR DIFFICULT NO OF PERCENTAGE


SITUATION RESPONDENTS

1 HIGH SATISFIED 28 28%

2 SATISFIED 60 60%

3 DISSATISFIED 8 8%

4 HIGH DISSATISFIED 4 4%

TOTAL 100 100%

SOURCE: PRIMARY DATA

ITREPRETATION

Above Table Shows That Respondents On The Basis Of Useful For Your Difficult Situation
.60% Respondents in Useful For Your Difficult Situation Are Satisfied.28%Respondents in
Useful For Your Difficult Situation Are Highly Satisfied.8%Respondents in Useful For Your
Difficult Situation Are Dissatisfied.4%Respondents in Useful For Your Difficult Situation Are
Highly Dissatisfied
CHART 4.14

RESPONDENTS ON THE BASIS OF USEFUL FOR YOUR DIFFICULT SITUATION

Useful For Your Difficult Situation


70
60
60

50

40

30
28
20
8
10 4
0
Highly Satisfied Satisfied Dissatisfied HighlyDissatisfied
TABLE 4.15

RESPONDENTS ON THE BASIS OF MAXIMUM AMOUNT SPEND TO INDIAN


BANK DEBIT CARD

S.NO MAXIMUM AMOUNT SREND TO INDIAN NO OF PERCENTAGE


DEBIT CARD RESPONDENTS

1 LESS THAN 1000 22 22%

2 1000-3000 20 20%

3 3000-10000 22 22%

4 ABOVE 10000 36 36%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Maximum Amount


Spend To Indian Bank Debit Card.36% Respondents in Maximum Amount Spend To Indian
Bank Debit Card Are Above 10000.22%Respondents in Maximum Amount Spend To Indian
Bank Debit Card Are 3000-10000.22%Respondents in Maximum Amount Spend To Indian
Bank Debit Card Are Less Then 1000.20%Respondents In Maximum Amount Spend To Indian
Bank Debit Card Are 1000-3000
CHART 4.15

RESPONDENTS ON THE BASIS OF MAXIMUM AMOUNT SPEND TO INDIAN


BANK DEBIT CARD

Maximum Amount Spend To Indian Bank


Debit Card

40
30 22 36
20 22
20
10
0

Less Then
1000-3000
1000 3000-10000
Above
10000
TABLE 4.16

RESPONDENT ON THE BASIS OF OPINION ON TIE UP WITH INDIAN BANK

S.NO OPINION ON TIE UP WITH INDIAN NO OF PERCENTAGE


BANK RESPONDENTS

1 HIGH SATISFIED 22 22%

2 SATISFIED 64 64%

3 DISSATIDFIED 14 14%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Opinion On Tie Up With
Indian Bank. 4% Respondents In Opinion On Tie Up With Indian Bank Are
Satisfied.22%Respondents In Opinion On Tie Up With Indian Bank Are Highly
Satisfied.14%Respondents In Opinion On Tie Up With Indian Bank Are Dissatisfied
CHART 4.16

RESPONDENTS ON THE BASIS OF OPINION TIE UP WITH INDIAN BANK

Opinion On Tie Up With Indian Bank


70

60

50

40

30 64
20

10 22
14
0

Highly Satisfied Satisfied Dissatisfied


TABLE 4.17

RESPONDENTS ON THE BASIS OF OPINION ON LIFE TIME DEBIT CARD

S.NO POINION ON THE LIFE TIME DEBIT NO OF PERCENTAGE


CARD RESPONDENTS

1 HIGH SUFFICIENT 16 16%

2 DUFFICIENT 72 72%

3 INSUFFICIENT 12 12%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Opinion On Life Time
Debit Card.72% Respondents In Opinion On Life Time Debit Card Are
Sufficient.16%Respondents in Opinion On Life Time Debit Card Are Highly
Sufficient.12%Respondents in Opinion On Life Time Debit Card Are Insufficient.
CHART 4.17

RESPONDENTS ON THE BASIS OF OPINION ON LIFE TIME DEBIT CARD

Opinion On Life Time Of Debit Card

80 72
60

40
16
20
12
0

Highly Sufficient
Sufficient
In Sufficient
TABLE 4.18

RESPONDENTS ON THE BASIS OF SERVICE PROVIDER UNDERSTAND MY


SERVICE NEEDS

S.NO SERVICE PROVIDER UNDERSTANND MY NO OF PERCENTAGE


SERVICE NEEDS RESPONDENTS

1 STRONGLY AAGREE 24 24%

2 AGREE 66 66%

3 DISAGREE 6 6%

4 HIGHLY DISAGREE 4 4%

TOTAL 100 100%

SOURCE: PRIMARY DATA

INTREPRETATION

Above Table Shows That Respondents On The Basis Of Service Provider


Understands My Service Needs.66% Respondents In Service Provider Understands My Service
Needs Are Agree. 24% Respondents In-service Provider Understands My Service Needs Are
Strongly Agree.6% Respondents In-service Provider Understands My Service Needs Are
Disagree.4% Respondents In-service Provider Understands My Service Needs Are Highly
Disagree.
CHART 4.18

RESPONDENTS ON THE BASIS OF SERVICE PROVIDER UNDERSTAND MY


SERVICE NEEDS

Service Provider Understands My Service


Needs
70
60
50
40
30 66
20
10 24
0 6 4
Highly Agree Agree Disagree Highly
Disagree
CHAPTER-V
FINDINGS
5.1FINDINGS

1. Majority of 70% respondents are male.

2. Majority of 52% respondents are age is 20 – 25 years.

3. Majority of 72% respondents are educational qualification is UG.

4. Majority of 36% respondents are occupation is private job.

5. Majority of 32% respondents are income is 5001 – 10000.

6. Majority of 78% respondents are marital status is unmarried.

7. Majority of 80% respondents are using debit card is yes.

8. Majority of 44% respondents are how many debit card used is one.

9. Majority of 50% respondents are purpose of using debit card.

10. Majority of 68% respondents are trust Indian bank debit card transaction security is high
satisfied.

11. Majority of 40% respondents are debit card for payments.

12. Majority of 74% respondents are comfortable while giving debit card for someone else for
the payments is yes.

13. Majority of 48% respondents are to use Indian bank debit card is ATM-More.

14. Majority of 60% respondents are useful for your difficult situation is satisfied.

15. Majority of 36% respondents are Maximum Amount Spend to Indian Bank Debit Card is
above 10000.

16. Majority of 64% respondents are opinion on tie up with Indian bank is satisfied.

17. Majority of 72% respondents are opinion on life time debit card is sufficient.

18. Majority of 66% respondents are service provider understand my service needs is agree.
5.2 SUGGESTION

For better debit card service, the following strategic are recommended

 Bank should improve the network service quality so that customers are not refused
when they go to ATM booth.
 As a customer want to be updated about their account balance, debit card transaction
should provide receipts always.
 Bank should increase their own booth. As own booth is cost free, customer always
prefer to use it.
 Some customers have recommended that banks should reduce the transaction cost of
debit card. They have to pay this cost when use other banks ATM booth.
5.3 CONCLUSSION

Banking sector is the most competitive sector in the present business world. Thousands of
customer are served by banks. Ultimate goal of the bank is to maximize the wealth of owners. To
achieve this goal, attention must to given to service quality. When debit card users are satisfied
they will be attached to the bank for long time. I will be strength for a specific bank to compete
with other banks.

It will help the growth of debit card user’s confidence on the banks and users will be tempted. If
banks want to sustain positively there is no alternative but to satisfy the customers. Especially the
debt card users, because they use it against their valuable deposited money in the bank. Bank
must improve its strategic to fill up demand of debit card users, because if the users switch to
another bank, the particular bank will lose some cash flow that will negatively affected the goal
of the bank. It is hoped that all the banks will come forward to think about this matter.
QUESTIONNAIRE
ANNEXURE

A STUDY ON DEBIT CARD USERS IN INDIAN BANK SPECIAL REFERENCE WITH


KILAKARAI

QUESTIONNAIRE

1) Name:

2) Gender:

a) Male b) female

3) Age:

4) Educational Qualification:

a) School Level b) UG C) PG D) Others

5) Occupation:

a) Government job b)Private job c)Self-Employment d) Others

6) Annual Income:

a) Less then 5000 b) 5001-10000 c) 10001-20000 d) Above 20000

7) Marital Status:

a) Married b) Un Married

8) Do you have a debit Card ?

a) Yes B) No

9) How many debit card do you have?

a) One b) Two c) Three d) None

10) For what purpose you used debit card?

a) Money transaction b) Online purchasing c) Shopping d) All the above


11) Do you trust SBI bank debit card transaction security?

a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied

12) How often you use your debit card for payments?

a) Every day b) Once in a week c) Monthly one d) None

13) Do you feel comfortable while giving your debit card to someone else for the
payments?

a) Yes b) No

14) Why do you like to use SBI bank debit card?

a) Fast aments b) ATM-more c) Security d) All the above

15) Debit card is useful for your difficult situation?

a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied

16) How much maximum amount you would prefer to pay through SBI bank debit card?

a) Less than 1,000 b) 1,000-3,000 c) 3,000-10,000 d) above 10,000

17) What is your opinion on tie up with SBI bank?

a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied

18) What is your opinion on life time of debit card?

a) Highly sufficient b) Sufficient c) Insufficient d) Highly insufficient

19) Debit card service provider understands my service needs?

a) Strongly agree b) Agree c) Disagree d) strongly disagree

20) Give any suggestion of SBI bank debit card?


BIBILIOGHRAPY
BIBILIOGHRAPY

BOOKS

 Banking law and practices by Gulshans.s sultan Chand and son’s.


 Research methodology by C.R Kothari, sultan Chand and son’s publishers.
 Statistical methods by S.P Guptha, sultan Chand and son’s publishers.
 Principles of management accounting by Dr. Maheswari S.N, sultan Chand and
son’s publishers.

WEBSITE

WWW.ib.keelakarai@indianbank.co.in.

WWW.indianbank.com

WWW.Capitalonline.com