Customer Relationship Management PDF

I AM LISTENING: J&K BANK
I’m Listening: J&K Bank

Customer Relationship Management
Summer Internship report on Customer Relationship Management
In Partial fulfillment of the Degree of Masters in Business Administration
Submitted by:
Arif Bashir
Enroll No: 180080500010
Academic Year: 2018-2020
MBA (Marketing and HR)
Dev Bhoomi Group of Institutions

(Dev Bhoomi Institute of Technology)
Chakrata Road, Navgaon, Dehradun, Uttarakhand – 248007

Acknowledgement
In the Name of Allah, the Most Beneficent, the Most Merciful
How can I say thank you when there are so many people to thank for? No research/work is
complete without the collaboration of many people which play a significant role in the
development and culmination. Without them I doubt whether my project would have been
accomplished on time.
Firstly, I would like to take this opportunity to J&K Bank for providing me an opportunity to work
with them.
I wish to express my sincere gratitude to the following individuals who have played a vital role in
the research of this project. Without their active assistance the preparation of this project could
not have been framed in the specified time.
The first person I would like to acknowledge is my faculty mentor Prof. Rakesh K. Meet who
supported me throughout this project with utmost cooperation and patience.
Next I would like to thank my industry mentor Nisar Ahmad Khan, Branch head J&K Bank,
Dooru, Verinag, Anatnag. for his strong support and assistance and was always there to monitor
and rectify me where ever needed. He not only monitored my work but also guided me with
utmost cooperation and patience. I am highly obliged to him for sparing his precious time for
helping me in doing this project.
Lastly, I would love to thank my beloved parents, who are always a source of inspiration for me
and with their love and care nothing seems impossible on the horizon.
Appendix
Preface: An Overview: J&K Bank
This chapter deals with the history, vision, mission and policy of the bank
Chapter-I: Indian Banking Sector.
This chapter deals with the history and development of Indian Banking Sector
Chapter-II: Customer Relationship Management (Banking)
This chapter deals with the need of CRM in banking
Chapter-III: Research Methodology & Design.
This chapter throws light on the research methodology of the study and also briefs about the
objectives and scope of the study.
Chapter-IV: Analysis & Interpretation of Data.
This chapter deals with data analysis and interpretation.
Chapter-V: Findings & Conclusions.
This chapter aims to give a brief conclusion of the study and also highlight the findings of the
study.
Chapter-VI: Recommendation & Suggestions.
This chapter aims to give a brief conclusion of recommendations and suggestion forwarded by
various bank customers from different sects.
Chapter-VII: Future Research & Findings
This chapter contains the information regarding the future studies or research work that can be
initiated after
Chapter-VIII: References/Bibliography
This chapter contains sources of data and references used while compiling the project
Annexure: Questionnaire
An Overview
J & K Bank
AN OVERVIEW:
The Jammu & Kashmir Bank was founded on October 1, 1938 under letters patent issued by the
Maharaja of Jammu and Kashmir, Hari Singh. The Maharaja invited eminent Kashmiri investors to
become founding directors and shareholders of the bank, the most notable of which were Abdul
Aziz Mantoo, Pesten Gee and the Bhaghat Family, all of whom acquired major shareholdings.
The Bank commenced business on July 4, 1939 and was considered the first of its nature and
composition as a State owned bank in the country. The Bank was established as a semi-State
Bank with participation in capital by State and the public under the control of State Government.
J&K Bank functions as a universal bank in Jammu & Kashmir and as a specialised bank in the rest
of the country. It is also the only private sector bank designated as RBI’s agent for banking
business, and carries out the banking business of the Central Government, besides collecting
central taxes for CBDT.
J&K Bank operates on the principle of 'socially empowering banking' and seeks to deliver
innovative financial solutions for household, small and medium enterprises.
VISION & MISSION:
“To catalyse economic transformation and capitalise on growth.”
Our vision is to engender and catalyse economic transformation of Jammu and Kashmir and
capitalise from the growth induced financial prosperity thus engineered. The Bank aspires to
make Jammu and Kashmir the most prosperous state in the country, by helping create a new
financial architecture for the J&K economy, at the center of which will be the J&K Bank.
Our mission is two-fold: To provide the people of J&K international quality financial service and
solutions and to be a super-specialist bank in the rest of the country. The two together will make
us the most profitable Bank in the country.
JK Bank- An Insight
Type: Private
Traded As: NSE: J&KBANK, BSE:532209
Industry: Banking & Financial Services
Founded: October 1, 1938
Key People: Mushtaq Ahmad (Chairman & CEO)
Revenue: 7,178.66 crore (US dollar 1.0 Billion) (2017)
Operating Income: 1,294.34 crore US dollar 190 Million (2017)
Net Income: -1,632.2 crore (US -240 Million (2017)
Total Assets: 82,018.67 Crore (US$12 Billion) (2017)
Employees MORE THAN 10000
Branches: 543
ATM’s: > 1287
Registered Office Corporate Headquarters

M A Road M A Road
Srinagar – 190 001 Srinagar – 190 001
Jammu & Kashmir Jammu & Kashmir
ttps://www.jkbank.net
Website: h
JK Bank Care: 1800 200 600 (Toll Free)
CORPORATE SOCIAL RESPONSIBILITY ASPECT OF THE BANK:
The Corporate Social Responsibility (CSR) of the J&K Bank seeks to recognize obligations towards
society and aims to integrate the CSR ideals into its mission for optimizing both business and
social performance. It stresses on promoting work life balance, give attention to social and
environmental concerns and host of factors that facilitate business pursuits and accomplishment
of economic goals.
The Bank besides playing its role in economic development of the State and country contributes
significantly towards the social cause. The Bank has established its credentials for the poor and
needy by donating generously for various philanthropic activities aimed at ameliorating their
sufferings. The one and a half decades long turmoil in the State of J&K has added to the agonies
of people with hundreds of children losing their parents to fend for themselves in this harsh
world. The Bank realizing its responsibility of saving the life/ future of these blooming children,
adopt several of them by providing financial support either through various orphanages where
they are sheltered or directly to the orphans by bearing their educational or other expenditure.
The Bank would continue to provide study scholarships to the poor and needy students including
students from far-flung areas, who without such support would have been school dropouts.
The Bank has been playing a vital role in the promotion of tourism and it is in this backdrop that
the Bank has been shouldering the responsibility of registering yatris for the Shree Amarnathji
Yatra through its extensive network of branches spread across the country. The yatra is an annual
religious function of Hindu community, wherein devotees travel by foot to pay obeisance to Holy
Shiv Lingam at Shree Amarnath cave. The Bank puts in place special registration counters at all
branches of the Bank outside the state and some selected branches in Jammu and Kashmir State.
In addition to this, accidental insurance cover facilitity of Bajaj Allianz General Insurance Co. Ltd.
to the pilgrims at a nominal premium is made available to the yatris. During the yatra, the bank
establishes mobile branches even at the holy cave. People in general and pilgrims in particular all
over the country have appreciated this effort and won lot of applause for the Bank .
Apart from above activities the Bank has been constructing/developing the public utility service
like public parks, bus stands, drinking water posts, lavatories, conveniences, rain shelters. In
addition to this, the bank organizes relief camps, service camps, night shelters, health resorts,
health clinics, disaster & calamity management centers, rehabilitation centers etc
GLIMPSES OF SOME PROGRAMMES:
POVERTY ALLEVIATION PROGRAMME:
To educate and provide the underprivileged sections financial services through intervention and
community participation
Poverty is an age old and worldwide phenomenon. It affects the quality of life of the people in
the society in one form or other. India is a developing country with huge percentage of
population living below poverty line. India has a massive poverty.
The analysis of poverty scenario in India is a a complex one. The

unemployment/underemployment, underdeveloped agricultural sector, unbalanced
development with huge regional imbalances, illiteracy, shortage of capital, lack of entrepreneurs,
etc are some of the major causes of poverty in India.
Keeping this in view, the Bank during the year 2005-06 launched a comprehensive programme for
upliftment of poor and to raise the living standard of masses and ameliorate their socio-economic
conditions so as to achieve balanced economic growth with social justice.
Bank targeted those people who have certain entitlements in the form of productive assets,
education & skills, the possession of which otherwise can generate incomes to buy the food
requirements above the subsistence level. However, the programme recognized that poverty
cannot be eradicated by relief. It needs to be removed through creation of productive
employment opportunities and other social conditions. At the same time, growth through
productive employment creates a multiplier effect for bringing about a change in the economic
scene. Further, poverty originates in villages and Bank took various initiatives to contain it there
so that its overflow to towns and cities in the form of social migrations and slum dwellers is
stopped. Therefore, the focus of Bank's poverty eradication Programme 'WE ARE FOR THE POOR'
was rural centric.
Under the Programme, the Bank undertook number of initiatives to raise the standard of people
and alleviate poverty.
ENVIRONMENTAL EXCELLENCE PROGRAMME:
To preserve and promote green & pollution free environment.
In the last few years, the Bank has launched a comprehensive programme to preserve and
promote green & pollution free environment. Under the programme, the bank undertook
number of measures like planting trees, developing parks and gardens at barren lands,
undertaking cleanliness drives etc. Awareness camps are organized on continuous basis at
number of places to educate people to keep their environment clean
The Bank has been playing a pivotal role. During "Plantation Week" massive plantation drives are
organised at various parts of the Jammu and Kashmir State. On the eve of World Arboriculture
Day, the a massive plantation drive was undertaken at Badamwari, Srinagar where almond
sapling were planted. The plantation drive at Badamwari was undertaken as a part of the Bank's
plan to revive the famous almond garden, which had lost its fame over the years due to
negligence and oblivion.
Nostalgic feelings about the past had never been so strong as they were on March 25, 2008
when J&K Bank Developed around the famous Waris Khan Chah , Badam Vaer is a solid reminder
of the past and a walk around it refreshes and resurrects the sense of history.
The Bank has become nuisance for people in general and residents of area in particular as foul
smell used to emanate from the park. The park is now presenting a new look and has become a
major attraction for people, which reflects the J&K Bank's environmentalist approach. The Bank
has converted barren piece of lands into green pastures in the state. The bank has developed
children's amusement park in the world-renowned hill station of Pahalagam in the heart of
Kashmir valley. The park not only commensurate fully with the flora & fauna of the place but also
complements the natural scenic beauty of the place. The park is spread over an area of 42 kanals,
where different kinds of rides have been installed for children over an area of just three Kanals.
The majority of area of the park has been developed as Landscape. The arcade and restaurant
have been constructed in such a manner that they fully blend with the natural scenic beauty of
the place. The park also encompasses an artificial lake of about 15,000 square feet area where
the visitors enjoy swan boat rides. The main attraction of the park, however, is a musical fountain
which has been established just at the arcade. A baby train is something that every child loves to
board and enjoy. The entire project was completed in a record time of four months only.
The Bank developed another amusement park "Bagh-I-Wazir", Bun Bagh, Anantnag, Kashmir.
Different kinds of rides have been installed in the park for children. In a short span of time, the
park has become a major tourist attraction in the region. The bank also has plans to establish
such types of leisure and pleasure destinations in other tourist places of the state as a
supplement to ecological/environmental development.
EDUCATION FOR ALL PROGRAMME:
To promote education among the employees and the deprived sections of the society.
In order to promote talent and creativity among the youth, the Bank has adopted number of
students to bear their educational expenses. The Bank also provides financial and other kinds of
support to those organizations that are involved in the process of promoting education across the
country. The Bank donates computers and other kinds of equipments to schools and other
educational institutions from time to time. Recently, a poor student of Rajouri got admission in
Government Medical College Jammu. The Bank extended him financial help for the purchase of
books. Similar assistance was given to a poor student to pursue his M.Sc Chemistry in Kashmir
University. The Bank also bear house rent, bus fare, examination fee and tuition fee of a poor
student pursuing studies in SKIMS Medical College. Similarly, a student hailing from Rajouri
pursuing his studies in Engineering was provided financial assistance to the tune of Rs.13,000.
The bank has extended a number of scholarships to deserving Kashmir University students.
The Bank has adopted nine orphan children from Shehjar Orphanage and is bearing all expenses
related to their studies. In this age of Information Technology, the Bank is making efforts to take
computer education to far flung areas for poor students. The Bank has been generous to donate
computers to Apna Ghar orphanage at Beerwah (Budgam), VAZR School at Kupwara, Law
Department (Kashmir University) and Sultan-ul-Arfeen Trust (Srinagar). A physically handicapped
student hailing from Anantnag was given a computer node by the Bank.
SUPPORT SERVICES:
Technology application has remained the thrust area of the Bank for last many years with an
objective to offer state of the art world class Banking facilities to its customers. The Bank
continued to leverage information technology as a strategic tool for its business operations, to
gain competitive edge in customer service as well as improving productivity and efficiency. The
Bank’s IT strategy emphasizes enhanced level of customer services through 24x7 availability,
multi-channel Banking and cost efficiency through optimal use of electronic channels, wider
market reach and opportunities for cross-selling. The Bank’s focus is on harnessing technology for
integrating diverse products and services. Keeping this in view, the Bank continued to widen the
scope of multiple delivery channels such as ATM installations, Anywhere Banking , Internet
Banking and SMS Banking at more & more centers.
ANYWHERE BANKING:
● Power to Access to your accounts across our branch network.

● The facilities include Cash Deposit/Withdrawal and transfer.
● Outstation Cheque collection.
INTERNET BANKING (Corporate & Retail):
Both corporate and retail clients can access their accounts anytime and from any location via the World
Wide Web. Presently following services are available to the corporate clients:
● Available for both Retail and Corporate users.

● SMS Banking
● Statement of Accounts.
● Funds Transfer.
● Access/view of accounts
● Transfer of Funds between self linked accounts maintained with our bank.
● Transfer of Funds from their own accounts to external accounts (e.g. Vendor payment)
● Transfer of Funds from external to own accounts (e.g. dealer collection).
● Transfers of Bulk upload.
● Transfer to non J & K Bank account holders through RBI NEFT/RTGS.

● Transfer of non-standard bills.
● Utility bill payments.
E-COMMERCE FACILITY FOR JK BANK E-BANKING CUSTOMERS
● J & K Bank Secure Payment Gateway, to provide ecommerce facility to the e-banking
customers.
● Tie up with M/S Avenues India Pvt. Ltd. (ccavenue) and M/S BillDesk, for extending
ecommerce facility to the e-banking customers.
● The facility shall be available to only such e-banking users, which have been enabled by
the Bank for Bill Payment facility.
E-PAYMENT OF TAX FOR JK BANK E-BANKING CUSTOMERS:
● NSDL (National Securities Depository Ltd.), the first and largest depository in India,
established in August 1996 and promoted by institutions of national stature responsible
for economic development of the country has since established a national infrastructure
of international standards that handles most of the securities held and settled in
dematerialised form in the Indian capital market.
Tax Information Network (TIN), a repository of nationwide tax related information, has been
established by National Securities Depository Limited on behalf of Income Tax
Department of India (ITD).
Although India had a vibrant capital market which is more than a century old, the paper-based
settlement of trades caused substantial problems like bad delivery and delayed transfer of
title till recently.
● The e-Payment facilitates payment of direct taxes online by taxpayers. To avail of this
facility the taxpayer is required to have a net-banking account with any of the banks
certified by NSDL,CBDT and RBI for collection of Direct TAX. J&K Bank has been added to
the list.Also, e-payment of Indirect Tax for J&K State Govt. has been added to our
services.
SMS BANKING:
● Be in touch with your account on the move

● Balance Enquiry
● Transaction enquiry
● Cheque Status Enquiry
ATM SERVICES:
● A network of more than 1200 ATMs deployed across the country.

● Accepting Maestro / Cirrus / MasterCard / VISA / NFS atm / debit / credit cards
● Cheque Status Enquiry
DEBIT CARDS:
● Pin Based -Maestro / Cirrus Debit Card

● Provides online access to savings or current account.
● Accepted at all Domestic as Well as International MasterCard™,Maestro™,Cirrus™ Enabled
ATM's and Point Of Sale locations.
● Accepted at National Financial Switch (NFS) ATM's.
● No Transaction Fee at JK Bank ATM's
● No Transaction Fee on purchases
CREDIT CARDS:
● 20-50-day Credit Free Period *

● Revolving Credit Facility on paying of minimum payment due in the same billing period.
● Hassle free credit facility at competitive rate of interest.
● Loyalty programme
● MasterCard® SecureCode™ enbaled Credit Cards.J&K Bank lets you shop securely online
with your J&K Bank MasterCard Credit Card. This service through a simple checkout
process, confirms your identity when you make purchases on the Internet
MERCHANT ACQUIRING:
● All types of Visa & MasterCard based cards Accepted

● Quick Merchant Payment
● Merchant Helpdesk and Onsite Support.
● Competitive Commission Rates
● No hidden Charges
AWARDS & RECOGNITIONS:
J&K Bank is going from strength to strength as it sees tremendous revenue growth opportunities
in all businesses.
In recognition of its excellent customer service, fair business practices, overall operational
efficiency, overall performance, etc the bank has been felicitated by the following awards during
the last few years:
● Asian Banking Awards – 2004

● No. 1 Bank in India _ ET _ CMIE Survey 98-99
● The Best Bank - Rediff.com & PWC Survey
● India’s Fastest Growing Bank – Business Standard
● Excellence Award – Institute of Economic Studies
● Ranked as No. 1 on Safety Parameters – Business Standard Survey
● Ranked as No. 2 on Profitability front _ Business Standard Survey
● Jamnalal Bajaj UchitVyavaharPuraskar 2002– Council for Fair Business Practices dated 26th
March 2003.
● Best Private Sector Bank Award- Financial Express, Presented by Dr. BimalJalan, Governor,
Reserve Bank of India on 4th April 2003.
● Best Universal Bank Award - Financial Express, Presented by Dr. BimalJalan, Governor,
Reserve Bank of India on 4th April 2003
● Ranked 87th among India’s Top 500 Companies by world’s renowned rating agency – “
DUN & BRADSTREET”
● Asian Banking Award 2004 for the Customer Convenience programme.
Chapter- I
Indian Banking Sector

INDIAN BANKING SECTOR
A brief history and phases of Indian banking sector since its inception:
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.
PHASE: II
Nationalisation of Imperial Bank of India with extensive banking facilities on a large scale
especially in rural and semi-urban areas.
It formed State Bank of India to act as the principal agent of RBI and to handle banking
transactions of the Union and State Governments all over the country.
Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th July,
1969, major process of nationalization was carried out. 14 major commercial banks in the country
were nationalized.
The second phase of nationalization of Indian banks took place in the year 1980. Seven more
banks were nationalized with deposits over 200 crores. Till this year, approximately 80% of the
banking segments in India were under Government ownership.
NATIONALISATION OF BANKING SECTOR:
The nationalization of banks in India took place in 1969 by Mrs. Indira Gandhi the then prime
minister. It nationalized 14 banks then. These banks were mostly owned by businessmen and
even managed by them.
Central Bank of India Bank of Maharashtra Dena Bank
Punjab National Bank Syndicate Bank Canara Bank
Indian Bank Indian Overseas Bank Bank of Baroda
Union Bank Allahabad Bank United Bank of India
UCO Bank
PHASE: III
This phase has introduced many more products and facilities in the banking sector in its reforms
measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his
name which worked for the liberalisation of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a
satisfactory service to customers. Phone banking and Net banking is introduced. The entire
system became more convenient and swift. Time is given more importance than money.
BANKING SYSTEM IN INDIA:
In India the banks are being segregated in different groups. Each group has their own benefits
and limitations in operating in India. Each has their own dedicated target market.
Few work in rural sector while others in both rural as well as urban. Many even are only catering
in cities.
Some are of Indian origin and some are foreign players
PUBLIC SECTOR BANKS:
Among the Public Sector Banks in India, United Bank of India is one of the 14 major banks which
were nationalized on July 19, 1969. Its predecessor, in the Public Sector Banks, the United Bank of
India Ltd., was formed in 1950 with the amalgamation of four banks viz. Comilla Banking
Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Comilla Union Bank Ltd. (1922) and
Hooghly Bank Ltd. (1932).
This Public Sector Bank India has implemented 14 point action plan for strengthening of credit
delivery to women and has designated 5 branches as specialized branches for women
entrepreneurs
PRIVATER SECTOR BANKS:

The first Private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. It is
one of the fastest growing Bank Private Sector Banks in India.
IDBI ranks the tenth largest development bank in the world as Private Banks in India and has
promoted a world class institution in India.
The first Private Bank in India to receive an in principle approval from the Reserve Bank of India
was Housing Development Finance Corporation Limited, to set up a bank in the private sector
banks in India as part of the RBI's liberalisation of the Indian Banking Industry.
It was incorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai and
commenced operations as Scheduled Commercial Bank in January 1995.
CO-OPERATIVE BANKS IN INDIA:
The Co operative banks in India started functioning almost 100 years ago.
Though the co operative movement originated in the West, but the importance of such banks
have assumed in India is rarely paralleled anywhere else in the world.
The cooperative banks in India play an important role even today in rural financing. The
businesses of cooperative bank in the urban areas also have increased phenomenally in recent
years due to the sharp increase in the number of primary co-operative banks.
Co operative Banks in India are registered under the Co-operative Societies Act. The cooperative
bank is also regulated by the RBI. They are governed by the Banking Regulations Act 1949 and
Banking Laws (Co-operative Societies) Act, 1965.
This exponential growth of Co operative Banks in India is attributed mainly to their much better
local reach, personal interaction with customers, and their ability to catch the nerve of the local
clientele.
RURAL BANKING:
Rural banking in India started since the establishment of banking sector in India. Rural Banks in
those days mainly focused upon the agro sector.
The Haryana State Cooperative Apex Bank Ltd. commonly called as HARCOBANK plays a vital role
in rural banking in the economy of Haryana State and has been providing aids and financing
farmers, rural artisans, agricultural laborers, entrepreneurs, etc. in the state and giving service to
its depositors.
National Bank for Agriculture and Rural Development (NABARD) is a development bank in the
sector of Regional Rural Banks in India. It provides and regulates credit and gives service for the
promotion and development of rural sectors mainly agriculture, small scale industries, cottage
and village industries, handicrafts.
FOREIGN BANKS IN INDIA:
Foreign Banks in India always brought an explanation about the prompt services to customers.
After the set up foreign banks in India, the banking sector in India also become competitive and
accurative.
New policies are introduced by RBI for them.
The policy conveys that foreign banks in India may not acquire Indian ones (except for weak
banks identified by the RBI, on its terms) and their Indian subsidiaries will not be able to open
branches freely
MAIN COMPETITORS FOR BANKING SECTOR:
• Post offices.
• Mutual fund
• Share market
• Insurance.
• Money lenders
• Family and friends
PRESENT SCENARIO:
• Banking industry has been undergoing a rapid transformation.

• Banks today are market driven and market responsive.
• With the entry of new players and multiple channels, customers (both corporate and
retail) have become more discerning and less "loyal" to banks. This makes it imperative
that banks provide best possible products and services to ensure customer satisfaction.
• They have been managing a world of information about customers - their profiles,
location, needs, requirements, cash positions, etc.
• Furthermore, banks have very strong in-house research and market intelligence units in
order to face the future challenges of competition, especially customer retention
• They are focusing on region-specific campaigns rather than national media campaigns as
effective strategy for a diverse country like India.
• Customer-centricity also implies increasing investment in technology.
• Apart from traditional banking the Mobile Banking, including of SMS Banking, Net Banking
and ATMs are the major steps taken by the banks in India towards modernization.
SERVICES PROVIDED BY BANKS
• Demat account
• Lockers
• Cash management
• Insurance product
• Mutual fund product
• Loans
• ECS(Electronic clearance system)
• Taxes
Chapter- II
CRM in Banking
INTRODUCTION:
In the centre of marketing activities today is the customer satisfaction. For the banks to be
successful in the intensively competitive environment, they are bound to attach importance to
customer satisfaction.
One of the basic elements of modern marketing understanding is customer satisfaction.

Businesses can survive as long as they can meet the customers’ needs and enable customer
satisfaction. Determining the consumer’s wishes and needs and meeting them in one of the ways
f enabling consumer satisfaction. For this reason, it is pretty important in our intensively
competitive environment to be in regular contact with the customers and to follow the changes
in them closely. One of the sectors in which competition is experienced intensively is that of
banking.
Banks are the finance institutions that meet the economic needs of the individuals and
businesses and that perform such economic activities as collecting bank deposits, giving credits,
providing capital and etc.. In recent years there have appeared important developments in the
understanding of modern banking. With the transition to automation, customer satisfaction and
management of customer relationships have taken place among the subjects spoken of in the
banking sector.
CUSTOMER RELATIONSHIP MANAGEMENT:
The study is based on the review and assessment of various services/products which are offered
by the Jammu and Kashmir Bank. The study aims to unravel the various practices and efforts by
the bank in maximizing the satisfaction level of its customers by providing them with
Products/Services of varied nature. This study aims to understand the nature of the services and
of the various products to observe and understand their impact on the customer base of the
bank and on their efforts to render quality and competitive services to their customers. Also, the
objective of this research is to assess and review the effect and impact of such products and
services of the bank on its customers in order to analyze their satisfaction quotient. Further, the
study aims to reveal the competitiveness of the products offered by the Jammu and Kashmir
Bank in view of the Indian banking sector.
In recent years, in such fields as banking, where there is a strong competition, customer
satisfaction has gained a good deal of importance. It may be very easy to let another bank
capture a displeased customer. To raise the customer satisfaction to the highest level and retain
their customers, the banks are to attach importance to the CRM.
Customer Relationship Management & Customer Loyalty
CUSTOMER:-
Customer is the person who is having the willingness to buy the product/service and supported by
monetary power to pay for it. The customer buys a product/service to fulfil his demand so, the
customer expects full satisfaction by the product/service for which he is paying.
CUSTOMER SATISFACTION:
A customer’s satisfaction is the function of the provider’s perceived performance and the customer’s
perception. Customers purchase a commodity as dictated by their mental and their economic
forces. Mental force creates desires and wants but the economic force may come in the way
satisfying that want. Hence, he has to choose between the wants and select the products
according to priority consumption. The producer has to consider these two consumer forces,
before manufacturing a product/service. As consumption initiates production the producer
should identify the motives which prompt consumers to purchase. This helps him to offer a total
product that can satisfy consumer needs.
RELATION BETWEEN MARKETING AND CUSTOMER SATSIFACTION:
Marketing field is very vast customer satisfaction is the part of marketing. There is a deep relation
between marketing and consumer satisfaction. In the field of marketing an organization tries to
sell its product/services and try to survive in the market. To fulfill these goals it has to be aware
about customer needs and wants. It has to satisfy the customers by providing them good quality
product and services. It can happen only when the organization has proper knowledge about
marketing and marketing activities. So, we can tell that marketing and customer satisfaction are
inter-related.
WHY CRM IN BANKING:
Banks are facing greater challenges than ever before in executing their customer management
strategies. Intensifying competition, proliferating customer contact channels, escalating attacks
on customer information, rising customer expectations and capitalizing on new market
opportunities are at the top of every bank’s agenda.
In looking for ways to drive growth, banks need to evaluate their customer management
strategy. Do they currently have a effective CRM solution that is capable of delivering.
Consistent cost-effective customer service?
Customer-aligned products and services?
Enhanced customer loyalty and long term value?
Consumers largely select their banks based on how convenient is the location of bank to
their homes or offices.
The pressures of competitive and dynamic markets have contributed to the growth of
CRM in the Financial Services Sector.
Analysis suggests that a 5% increase in customer retention can increase profitability by

35% in banking business, 50% in insurance and brokerage, and 125% in the consumer
credit card market.
Private Banks have traditionally viewed themselves as exceedingly 'Customer Centric'

offering what they believe to be highly personalized services to the High Net Worth
Customers.
The first step towards successfully winning, in banking is to understand what customers
wants and needs are.
NEED FOR CRM IN BANKING: CURRENT TRENDS & DYNAMICS
Today more than ever before, the ability to maximize customer loyalty through close and durable
relationships is critical to bank’s ability to grow their business. As banks strive to create and
manage customer relationships, several emerging trends affect the approach and tools banks
employ to achieve sustainable growth. These trends reflect a fundamental change in the way
banks interact with the customer they have- and those they want to acquire.
Trend: Focussing on Organic growth

How can a bank drive growth?
Traditionally, banks have grown through an aggressive strategy of acquiring direct competitors
and taking over their branch networks. Today the strategy is no longer sufficient, since it doesn’t
create organic growth for the financial institution.
To build stronger customer loyalty, banks need improved customer knowledge to develop
product and deliver services targeted at specific market segments; resulting in more directed
service tactics.
Trend: Seeking Out & Better Serving Emerging Customer Segments
One of the ways banks can achieve is by focusing on new markets. Emerging demographic
segments represent untapped revenue streams that can fuel a banks growth. As the demographic
groups continues to pass through different stages of cultural assimilation, financial service
companies need to address how to maximize their share of this emerging market segment. The
need every bank has is how to respond quickly and at low cost. And this need is increasing all the
time.
Trend: Creating Deep Business Insight Into Customer Preferences
A “one size fits all” customer strategy no longer works. Banks need to serve the rapidly diverging
needs of all markets of all segments of the demographic of trading area. Bank must move out of
their “comfort zone” and develop services and products that address the specific needs of
different market segments otherwise they will lose out to competitors implementing
personalized communications that targets the right customer, at the right time, with the right
product or service.
To optimize customer relationships and loyalty, banks need to integrate processes and
technologies that enable them to build and then act upon- a detailed view of what each customer
anticipates. This will require highly skilled customer professionals, with the right combination of
linguistic, culturally aligned and financial skills, as well as the ability to deploy customer service
strategies quickly, efficiently and cost-effectively.
Trend: Responding To Intensifying Competition Through Revitalized Offerings

Today banks face a relentless stream of new competitors, eager to take a share of the market’s
revenues. Three major competitors offering differentiated products, services or distribution
models have emerged over the past decade.
1. Brokerage and insurance firms, expanding their offering portfolios into banking products
beyond their traditional product sets.
2. Non-traditional players such as Paypal, Western Union (expanding through technology-led

channels or services) or telecommunications companies (expanding by bundling of
payments) are growing by becoming payment aggregators.
3. Non-banking companies looking to (if not already) enter the market by offering banking
products and services. The entry of non traditional players will not only affect bank
growth rates as they compete for consumers, but will also place downward pressure on
operating margins and profitability created through their non-banking business models.
Trend: Improving Distribution And Channel Management
How are retail banks responding to intensified market competition? To take themselves to the
next level of improved sales and service, banks are focusing on developing, implementing and
integrating their channels more rapidly and efficiently. Their goal is to meet three objectives.
1. Improved and more consistent service based on a full customer view
2. Increased revenue through adoption of new products.
3. Improved profitability through lower product development and service costs.
Forward looking banks will simultaneously improve customer service quality and profitability by
deploying an integrated CRM strategy. Deepening relationships with their customer means that
banks must offer their products and services through appropriate delivery channels that appeal
to their customers.
CRM is an approach that makes it necessary to for long-term relationships with customers for the
purpose of increasing the profitability and productivity of the enterprise and to make use of
technology for this purpose. The enterprise should pay attention to the following issues so as to
improve their relationship with customers
Picking out the real customers in a bank in the long run and helping to make the
relationships effective.
Making the way of bank management customer-based.
Bringing, with technology, in the foreground the human relationships based on gathering
and using information by institutionalizing the personal sales concepts.
Reshaping the selling and marketing campaigns of the bank.
A successful CRM system, providing a permanent advantage of competition.
Increasing the total productivity of the bank.
Recognizing the customers.
Distinguishing the customers.
Listening to the customers.
Making all sorts of contacts with the customers.
Enterprise identifying itself with the customers.
Adapting to the customers.
To raise the customer satisfaction to the highest level and retain their customers, the banks are
to attach importance to the CRM.
Creating maximum benefit from CRM depends on its right management. A consistent CRM may
also bring about the following benefits:
Increase in the cross-sales.
Reduction in customer disagreement.
High level of customer satisfaction and loyalty.

Reduction in procedure costs.
Ability to form close contacts and relationships with the customer in terms of technologic,
informatics and social terms.
Forming a learning relationship with each customer provides the enterprise the
opportunity to find new products/services for their customers, thus the enterprise may
have the ability to perceive and meet the needs of its customers before its rivals.
Loyal customers may be a reference for the potential customers
The cost of gaining a new customer is higher than that of retaining the existing customer.
Accordingly, CRM may contribute to the reduction of such costs?
New customers or loyal customers.
Over time, retail bank customers tend to increase their holding of the other products from
across the range of financial products / services available.
Long-term customers are more likely to become a referral source.
The longer a relationship continues, the better a bank can understand the customer.
Customers in long-term relationships are more comfortable with the service, the
organization, methods and procedures.
Improvement of customer loyalty increases the rate of staff’s loyalty.
CUSTOMER EXPERIENCE:
To be a credible player in the market, a private bank must be able to deliver this customer experience.
They are widely categorized into three sections:
The Basic Customer Experience.
The Segment-Specific Experience.
The Organization-Specific Experience.

Chapter- II
Research Methodology & Design

RESEARCH METHODOLOGY & DESIGN:
(a) TITLE OF THE STUDY
● “A Study On The Customer Satisfaction Towards Products And Services Of Jammu And
Kashmir Bank”
The banking industry being as competitive and turbulent as it is now with the entrance of foreign
banks and other private banks. The political system being so unstable with constant change in
rules and norms and the Reserve Bank of India being monitoring the functioning of banks quite
vigilantly than before, Jammu and Kashmir bank has been a pioneer in offering the latest of the
services and products to its customers particularly in the banking sector of the state of Jammu
and Kashmir and in general to its considerable customer base outside the state. The bank has
been providing a wide array of products and services ranging from customer friendly Loan
services to insurance facilities and mutual fund services to Savings and fixed deposit account
facilities to its wide customer base in and outside the state of Jammu and Kashmir.
(b) OBJECTIVE OF THE STUDY:
In the centre of marketing activities today is the customer satisfaction. For the banks to be
successful in the intensively competitive environment, they are bound to attach importance to
customer satisfaction. The purpose of the study is to reveal the relationship between the banks’
customer relationship management and the customer loyalty.
1. To study the existing relationship between the J&K bank and its customers.
2. To study the various types of products and services offered by Jammu and Kashmir bank
to its customers.
3. To understand how J&K bank is keeping its customers up-to-date in terms of the latest of
the services available in the banking sector.
4. To understand the extent to which Jammu & Kashmir Bank has been successful in
impacting the loyalty and satisfaction level of its customers through its innumerable kind
of services.
5. To offer suggestions and recommendations to improve the services of the bank towards
its customers.
(c) SCOPE OF THE STUDY:
● The scope of this study is limited only to the study of various products and services as
offered by the Jammu & Kashmir Bank to its customer base particularly in Kashmir and
generally all over India with a special focus on the state of Jammu and Kashmir.
(d) NEED FOR THE STUDY:
● It is a part of a curriculum.
● Need to know about customer’s reaction towards J&K Bank.
● The need for the study is to identify the bank’s impact on profitability due to the kind of
services and products it offers to its customers keeping in view the challenges and the
competition faced by the bank in the current banking scenario.
● The need is to identify the areas of improvement for the Bank in terms of its services
which can be brought on par with latest of the market standards and to identify its
impact on the customer perception and satisfaction.
(e) RESEARCH DESIGN OF THE STUDY:
The conception of the research design plan is a critical step in the research process. The design of
the study constitutes the blue print for the collection, measurement and analysis of the data. In
other words, the research design is a conceptual structure with in which research is conducted.
(f) SOURCES OF THE DATA:
The study includes both primary and secondary data:
PRIMARY SOURCE:
“Primary data is first hand information which is collected afresh and thus happens to be original
in character”
The primary data was collected by the way of well framed Questionnaire. Questionnaire was
administered to gather the information relating to the products and services of the Jammu and
Kashmir bank from the customers of the bank from different areas of Kashmir.
SECONDARY SOURCE:
“Secondary data are those which have already been passed through the statistical process”. The
data which was pre-essential for this study relating to products and services of the bank was
based on secondary source of data. This data was collected from materials provided by bank,
annual reports, management reports, magazines, journals and some essential books on banking
were referred. Some information was also obtained from J&K Bank website.
(g) SAMPLING PLAN:
Population Size:
● The population size was the customer base of Jammu & Kashmir Bank in four main
districts of Jammu & Kashmir (Srinagar, Islamabad, Pulwama & Budgam)
Sample Size:
● 100 respondents (or in other words, 100 customers of the Jammu and Kashmir bank)
Sample Method:
Random Sampling is used for all of the respondents from the customer base of the Jammu &
Kashmir Bank.
(i) LIMITATIONS OF THE STUDY:
● Study was conducted randomly and not at a particular branch or area.
● There was poor response from respondents as they were not comfortable with few
questions in the questionnaire.
● There is always a possibility of a service or a product being viewed differently as by the

customer himself and by bank. And this may in turn amplify the benefits associated with
that service or nullify everything.
● The data taken for interpretation is for a limited period.
(j) PLAN OF ANALYSIS:
The data collected is raw and it is complied, classified, tabulated and then analyzed using
financial techniques and statistical tools. Graphs and charts are used to highlight the statistics.
Based on these data and analysis, inferences were drawn.
Chapter- III
Analysis & Interpretation of Data

ANALYSIS & INTERPRETATION OF DATA
CLASSIFICATION AND TABULATION OF DATA:
A. Classification of Data:
Classification is the process of arranging. It is done prior to tabulation.
B. Tabulation of Data:
After the transcription of data is over, data is summarized and arranged in compact form for the
analysis. This process is known as tabulation. It involves counting of number of cases into each of
several categories. It can be done through manually, mechanical or electronic devices. The choice
depends upon the size and type of the study, cost considerations and time availability.
ANALYSIS AND INTERPRETATION OF DATA:
In this section analysis and interpretation of data collected from the customers and managers of
Jammu and Kashmir Bank Limited is made. The data was collected was through Questionnaire.
The tabulation is shown below.
Graph 01: Graph showing duration of customer’s relationship with the Bank.
Inference:
The survey shows that a majority of 63% of the respondents have an association with the bank
for 10 or more years. While 19% of the respondents specified that they had a relationship with
the bank for 5 to 10 years, 11% of the customers said that they had a relationship of 1 to 5 years
with the bank. At the same time, 07% of the customers were with the bank from 1 year and
below.
Graph 02: Graph showing level of satisfaction of J&K bank’s customers with the services and
products of Jammu and Kashmir bank.
Inference:
The survey shows that vast majority (43%) of respondents (in turn customers) reckon that bank
provides satisfactory level services while a figure of 29 % believe that the level of service is good.
Another 17 % of customers vote for the excellent services are provided by the bank, 11% of the
customers believe that services are just average.
Graph 03: Graph showing the loyalty of J&K Bank’s customers with their Bank.
(I) I cannot think of availing services from other banks.
(II) I’m keen to use services from other banks.
(III) I don’t see anything special with this bank so I’m thinking of a change.
(IV) I feel forced to stay as I’ve got no other option.
Inference:
The project report shows that a high majority (72%) of respondents (in turn customers) were
found to be very loyal customers, 8 % of them specified that they are keen to use services from
other banks while as 11% specified that they find nothing special with the bank and are thinking
of change. Rest of 9 % believes that they have no other option and are forced to stay with the
bank.
Graph 05: Graph showing the level of bank personnel’s enthusiasm towards helping/sorting the
problem of customer.
Inference:
The survey shows that a figure of (62%) of the respondents believe that bank personnel’s show
significant enthusiasm towards helping out the customer while as a number of 20% contradict it.
Another 10% vote for average enthusiasm level against 8% who rate premium level
Graph 07: Graph showing the opinion of customers about the J&K Bank’s card services
(I) It lack CVV code and can’t be used for online transactions.
(II) It lack back end support
(III) It offers nothing different than what other Banks offer.
(IV)It is not on par as compared to other banks.
Inference:
The analysis of the data collected shows that a considerable portion (22%) of J&K Bank’s
customer base believes that the J&K bank’s card service is not on par as compared to other banks
as it lacks back end support as well as CVV code and hence can’t be used for online transactions
while a portion of 44% believe it offers nothing different from what other banks provide.
Chapter: III
Summary of Findings & Conclusion
SUMMARY OF FINDINGS AND CONCLUSION
After having an overall look at the project details, one can find that the J&K Bank is no far behind
in providing the latest of the services to its wide customer’s. It is worth highlighting that the Bank
has taken great strides in providing the various facilities to its customers
The data analysis shows that nearly 70% of the respondents, having a relationship of 3 or
more years with the bank, are highly satisfied (75%) and the loyalty quotient is also high
(67%) due to the latest of the services being provided to them by their bank (J&K bank).
The project report shows that around 82% of the respondents believe that J&K bank
provides them with all the basic services while 49% of them believe that the bank meets
their needs more than they’ve desired of.
It is noteworthy to point out that the 64% of the respondents rated the J&K bank’s
innumerable services as being one aspect they liked about the bank while 24% and & 7%
rated customer friendliness and easy access as one good aspect of the bank.
The bank lacks 24x7 back end support.
The bank’s debit card lacks CVV code
A large chunk of customers believe that this bank is not better than other banks
Advertisement regarding new campaigns and products/services is not dispensed
Relationship with customers is not given priority and customers are not valued.
Bank is unable to provide satisfactory level of customer service at any given point of time
J&K bank has lost its pace against the respective banking sector.
Chapter: 4
Recommendations & Suggestions
RECOMMENDATIONS & SUGGESTIONS:
RECOMMENDATIONS:
Though the J&K Bank has been up-to-date in terms of the services it provides its customers with,
there are still a few areas where it can improve. The below points are aimed at providing a few
valuable suggestions regarding the services of the Jammu and Kashmir bank. These
recommendations are:
The bank needs to develop its human resource and they should be well trained and
developed as per the scope of bank’s policy
The 24x7 back end support should be provided.
The debit card should be CVV code enabled.
The grievances of the customers should be given due consideration and should be sorted
out with priority.
Rural banking should be developed and new business units should be imbibed to widen
the reach.
Interest rates should be decreased and it should be made viable to all communities.
J&K bank should also improve its card services as most of its customers believe that the
card services are either on par or are dismal.
Further, it has emerged upon the interaction with most of the respondents that J&K bank
has to increase its presence outside the Jammu & Kashmir State as it currently has lower
penetration outside.
On an overall basis, J&K bank is doing really well in achieving the maximum customer
satisfaction however; it still has a long way to go when it comes to making its presence
felt in the Indian banking sector at an all India basis with respect to its competitors.
SUGGESTIONS:
The suggestion that have emerged upon the interaction with most of the respondent and also from some
prominent people like Director, National Institute of Technology, Hazratbal, a dozen of professors from
various departments of University of Kashmir, Doctors, Teachers, businessmen and people associated with
handicrafts, daily wagers and shopkeepers.
Director NIT Nasir Ahmad Shah quotes, “Improvements are required in respect of man power, politeness
towards customer. Workshops should be organized from time to time where all employees should be
given moral training as in certain branches employees rudely behave with the customers”
KAS Officer Bilal Ahmad Ganie says,” Customers should be fairly treated irrespective of the
money/transaction they carry out. Also the bank should provide customized schemes to empower every
community of the state”
Prof. Khurshaid Ahmad Thakur (university of Kashmir) quotes,” Bank must carry on with it process of
modernization and make available the services that will catch them towards the bank. The customer
grievance redressal cell has to be made functional at all the quarters. Also the bank should find the
possibility of starting ISLAMIC BANKING particularly in the J&K State”
Dr. Syed Ehtisham Hussain (veterinary surgeon) says,” Every bank employee should be well trained to
know the value of the customer and learn some etiquette. The corruption which has entangled the bank
employees should be addressed and such obstacles should be removed”
Syed Abdul Lateef (Falcon Trading Company) quotes,” Parking facility should be available at all branches
and also charges should not be levied on transfer of cheque and cash deposits at other branches of bank.
Also comfortable waiting halls along with water dispensers should be incorporated
Prof. Syed Gh. Jeelani Andrabi (Gandhi Memorial College) says, ”No adequate parking facility at any
branch. The behavior of Branch Head’s not satisfactory towards customer and no satisfactory answer to a
query raised by customer is provided. Procedures vary from branch to branch in opening/closing an
account. The counters where public dealing is maximum, the employee’s present are inefficient.
Dr. Faheem ul Hassan (Surgeon, SKIMS) quotes,”JK Bank enjoys the monopolistic nature in J&K but severe
competition from other banks will give a tough time. The bank is still restricted to the traditional banking
system and integration of new technology is not imbibed with the peace of time. The CRM of the bank is
poor and also the personnel’s are not efficiently trained and also are unaware of their prescribed jobs.
Customer grievances are not addressed and back end support lacks.
Chapter- VIII
References/Bibliography
References/Bibliography
● Principles of marketing Author: Philip Kotler; Publisher: Upper Saddle River, N.J.:
Pearson Prentice Hall, 2008.
● Customer relationship marketing Author: Dr. Paurav Shukla: Brighton University:
Brighton University Module, 2008-2009,
● Customer relationship management in retail banking Author: Pat Russ: Plano Texas:
EDS, 2005, page 8
Websites/Blogs
● International journal of business and social sciences Volume 3, Feb-2012 website:

http://www.ijbssnet.com
● Indian banking sector Author: Vibha Batra & Punit Maheshwari website:
http://www.icra.in
● Indian banking sector history http://www.scribd.com/doc/5434275/indian-banking-sector
● Wikipedia
● J&K Bank Website
ANNEXURE
QUESTIONNAIRE he Jammu & Kashmir Bank Limited

T
CUSTOMER RELATIONSHIP MANAGEMENT
A research/survey related to the customer satisfaction towards the products & services of the
J&K Bank is being carried out as a part of my internship of my MBA (CMP) degree. If you are an
account holder of the J&K Bank, Your kind co-operation in answering this questionnaire will add
value to my project entitled “I’M LISTENING”. Participation in this survey is voluntary &
confidentiality is assured. THANK YOU!
Name of Respondent: ___________________________________________________Age:__________
Occupation: ____________________________________________A/c Type: _______________
Contact number: ___________________________ Email Id: _____________________________
Please answer the below questions by selecting the option that you deem conveys your opinion
in the best possible manner:
01: How long have you been with the bank?
(a)Below 1 year (b) 1-5 years (c) 5-10 years (d) 10 years & above
02: Describe your overall experience with J&K bank?
(a)Excellent (b) Good (c) Respectable (d) Average
03: Does JK Bank caters to all your needs (financial & Banking)?
(a)Agree (b) Disagree (c) Somewhat (d) Can’t Say
04: How loyal are you towards J&K Bank?
a) I cannot think of availing services from other banks.
b) I’m keen to use services from other banks.
c) I don’t see anything special with this bank so I’m thinking of a change.
d) I feel forced to stay as I’ve got no other option.
05: How long you have to wait while accessing or carrying your process at the bank?
(a) 5-10 min (b) 10-20 min (c) 20-30 min (d) Above 30 min
06: How would you rate bank personnel’s enthusiasm to help you sort out your problem?
(a) Premium (b) Good (c) Respectable (d) Average

07: How would you rate the time in terms of length that it took to get your query sorted?
(a) Within hours (b) 1-2 days (c) 3-4 days (d) 5 Days & Above
08: Rate, are the personnel’s well trained and experienced?
(a) Excellent (b) Good (c) Satisfactory (d) Average
09: Does your bank contact you or inform you about new campaigns and products/services?
(a) Yes (b) No (c) Can’t Say
10: Relationships with customers are given great value in J&K Bank?
(a) Agree (b) Disagree (c) Can’t Say
11: Do you think this bank is better than other banks?
(a) Yes (b) No (c) Can’t Say
12: Does your bank provide 24x7 support (telephonic)?
(a) Yes (b) No
13: What is your opinion about J&K bank’s Card services?
a) It lack CVV code and can’t be used for online transactions.
b) It lack back end support
c) It offers nothing different than what other Banks offer.
d) It is not on par as compared to other banks.
14: Do you think bank is able to give excellent customer service at any point of contact?
(a) Agree (b) Disagree (c) Can’t Say
15: Any suggestions/ feedback
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
__________________________________________________________________________

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I AM LISTENING: J&K BANK

I’m Listening: J&K Bank

Summer Internship report on ​Customer Relationship Management

In Partial fulfillment of the Degree of Masters in Business Administration

Enroll No: 180080500010

Academic Year: 2018-2020

MBA (Marketing and HR)

Dev Bhoomi Group of Institutions

Chakrata Road, Navgaon, Dehradun, Uttarakhand – 248007

In the Name of Allah, the Most Beneficent, the Most Merciful

Chapter-I: Indian Banking Sector.

Chapter-II: Customer Relationship Management (Banking)

This chapter deals with the need of CRM in banking

Chapter-III: Research Methodology & Design.

Chapter-IV: Analysis & Interpretation of Data​.

This chapter deals with data analysis and interpretation.

Chapter-V: Findings & Conclusions.

Chapter-VI: Recommendation & Suggestions.

Chapter-VII: Future Research & Findings

VISION & MISSION:

“To catalyse economic transformation and capitalise on growth.”

Traded As: NSE: J&KBANK, BSE:532209

Industry: Banking & Financial Services

Founded: October 1, 1938

Key People: Mushtaq Ahmad ​(Chairman & CEO)

Revenue: 7,178.66 crore (US dollar 1.0 Billion) (2017)

Operating Income: 1,294.34 crore US dollar 190 Million (2017)

Net Income: -1,632.2 crore (US -240 Million (2017)

Total Assets: 82,018.67 Crore (US$12 Billion) (2017)

Employees MORE THAN 10000

ATM’s: > 1287

Registered Office Corporate Headquarters

CORPORATE SOCIAL RESPONSIBILITY ASPECT OF THE BANK:

GLIMPSES OF SOME PROGRAMMES:

POVERTY ALLEVIATION PROGRAMME:

The analysis of poverty scenario in India is a a complex one. The

ENVIRONMENTAL EXCELLENCE PROGRAMME:

To preserve and promote green & pollution free environment.

EDUCATION FOR ALL PROGRAMME:

● Power to Access to your accounts across our branch network.

INTERNET BANKING​ ​(Corporate & Retail):

● Available for both Retail and Corporate users.

● Transfer to non J & K Bank account holders through RBI NEFT/RTGS.

E-COMMERCE FACILITY FOR JK BANK E-BANKING CUSTOMERS

E-PAYMENT OF TAX FOR JK BANK E-BANKING CUSTOMERS:

● Be in touch with your account on the move

● A network of more than 1200 ATMs deployed across the country.

● Pin Based -Maestro / Cirrus Debit Card

● 20-50-day Credit Free Period *

● All types of Visa & MasterCard based cards Accepted

AWARDS & RECOGNITIONS:

● Asian Banking Awards – 2004

Indian Banking Sector

INDIAN BANKING SECTOR

NATIONALISATION OF BANKING SECTOR:

Central Bank of India Bank of Maharashtra Dena Bank

Punjab National Bank Syndicate Bank Canara Bank

Indian Bank Indian Overseas Bank Bank of Baroda

Union Bank Allahabad Bank United Bank of India

BANKING SYSTEM IN INDIA:

Some are of Indian origin and some are foreign players

PUBLIC SECTOR BANKS:

PRIVATER SECTOR BANKS:

Summer Internship report on Customer Relationship Management

Chapter-IV: Analysis & Interpretation of Data.

Key People: Mushtaq Ahmad (Chairman & CEO)

INTERNET BANKING (Corporate & Retail):

Private Banks have traditionally viewed themselves as exceedingly 'Customer Centric'

Trend: Seeking Out & Better Serving Emerging Customer Segments

Trend: Creating Deep Business Insight Into Customer Preferences

(a) TITLE OF THE STUDY

(b) OBJECTIVE OF THE STUDY:

(c) SCOPE OF THE STUDY:

(d) NEED FOR THE STUDY:

(e) RESEARCH DESIGN OF THE STUDY:

(f) SOURCES OF THE DATA:

(g) SAMPLING PLAN:

(i) LIMITATIONS OF THE STUDY:

(j) PLAN OF ANALYSIS: