A PROJECT REPORT

On
“STUDY THE VARIOUS CONSUMER ACCOUNTS
RELATED TO PNB IN MEERUT CITY.”
Submitted for Partial fulfillment of the Requirement for
the Award of
Bachelor of Administration
From
Chaudhary Charan Singh University, Meerut
Session- 2018-21
Submitted To:

UNDER THE GUIDANCE OF

Submitted to: Submitted By:

Ms. NEHA JAIN APRAJITA KAMBOJ
Faculty of Management Roll No. 180986105018
BBA- VI SEM

DEWAN INSTITUTE OF MANAGEMENT

STUDIES, MEERUT

0
 DECLARATION
I APRAJITA KAMBOJ Student of BBA – III sem hereby declare that the
study entitled “Study the various consumer accounts related to PNB in
Meerut City..” being submitted by me in the partial fulfillment of the
requirement Submitted to Ms. NEHA JAIN FACULTY OF ,
MANAGEMENT DEPT , DEWAN INSTITUTE OF MANAGEMENT
STUDIES, MEERUT is a record of my own work.

APRAJITA KAMBOJ

Roll No. 180986105018

BBA- VI SEM

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 ACKNOWLEDGEMENT

It is my pleasant duty to offer my Service acknowledgement to those honorable personalities of the

department who have been a constant source of help and encouragement in carrying out this
research …………………………………….. H.O.D..

I would like to mention few names, which helped me a lot with their valuable
suggestion and information to complete the research.

I am so grateful to respected Ms. NEHA JAIN FACULTY OF , MANAGEMENT DEPT ,

DEWAN INSTITUTE OF MANAGEMENT STUDIES, MEERUT to him for his been interest,
valuable suggestion and encouragement in the endeavor.

My sincere thanks to all faculty and friends who helped me knowing the Meerut market and then
exploring the market this was vital for the surveying the markets and generating new demands,
which we were asked to do.

At last I feel extremely grateful to all those persons who helped me directly or indirectly in doing
the survey, generating demand and preparing the report.

APRAJITA KAMBOJ

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 PREFACE

Marketing plays vital role in today’s business scenario in consumer product Company, when there is
such a high competition in the market.

The emphasis in the project is providing the study an insight into Online shopping. The project is
designed to provide participation of BBA program as on the job experience. This has given a chance
to try and apply the academic knowledge and gain insight into corporate culture. This helps in
developing decision making abilities and emphasizes on active participation by the student.

I undertook my project a leading and marketing partner of the online shopping. During the training, I
had work on the project “IMPACT OF SOCIAL MEDIA ON CONSUMER BUYING
BEHAVIOUR WITH RESPECT TO FLIPKART”

I gained valuable experience & knowledge during this survey. This project consists of my findings
after data analysis & conclusions were drawn and recommendations were put forward.

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 TABLE OF CONTENTS

CHAPTER NUMBER SECTION CONTENT

1 INTRODUCTION
1.1 INTRODUCTION OF THE
TOPIC
2 LITERATURE REVIEW
3 OBJECTIVE OF THE
STUDY
3.1 NEED OF STUDY
3.2 SCOPE OF STUDY
4 RESEARCH
METHADOLOGY
4.1 RESEARCH DESIGN
4.2 SAMPLE DESIGN
4.2.1 AREA OF RESEARCH
4.2.2 TARGET POPULATION
4.2.3 SAMPLE FRAME
4.2.4 SAMPLING UNIT
4.2.5 SAMPLING METHOD
5 DATA COLLECTION
METHOD
6 DATA ANALYSIS TOOLS

6.1 DATA ANALYSIS

7 FINDINGS
8 SUGGESTIONS
9 CONCLUSIONS
10 REFRENCES AND
BIBLIOGRAPHY
 APPENDIX QUESTIONNAIRE

PUNJAB NATIONAL BANK

MISSION

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To be a leading global bank with pan India footprints and become a household brand in the
indo gigantic plains providing entire range of financial products and services under one roof.

VISION

Banking for unbanked

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 CHAPTER 1-

INTRODUCTION ABOUT BANK

PUNJAB NATIONAL BANK

Punjab national bank is an Indian based bank located in New Delhi . it was founded in 1894
under the strong existence of Lala Lajpat Rai with more than 120 years of strong existence
and 6081 total branches all over India including 5 foreign branches and 6940 ATM’S till
march 2014.punjab national bank serving more than 8.9 crores esteemed customers. Punjab
national bank is one the third largest bank among ICICI bank ,Bank of Baroda and State bank
of India has continued to provide prudent and trustworthy banking services to its esteemed
customers .the bank enjoys the strong fundamentals, large franchise value and good brand
image. To meet the growing expectations of the people the bank offers various different
products and services.

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PNB has a banking subsidiary in the UK, as well as branches in Hong Kong, Dubai
and Kabul. It has representative offices in Kazakhstan, Dubai, Shanghai ,Norway and
Australia.

Punjab national bank has various subsidiaries and joint ventures as the bank is third
largest public sector bank in Indian. Punjab national bank has various subsidiaries and
joint ventures in India with various companies and its own subsidiaries.

SERIAL NUMBER NAME OF THE COUNTRY PROPOTION OF

ENTITY OWNERSHIP

1 PNB GILTS LTD INDIA 74%

2 PNB HOUSING INDIA 51%

FINANCE LTD

3 PNB INDIA 100%

INVESTMENT
FINANCE LTD
PNB INSURANCE
4 BROKING LTD INDIA 81%

PNB GILLS LIMITED-

PNB gills ltd a subsidiary of the bank is engaged in the business of trading in government
securities ,treasury bills, and non SLR investments. it is also engaged in dealing with Money
market instruments and mutual funds. The company is listed at NSE and BSE.

PNB HOUSING FINANCE LIMITED-

PNB housing finance is engaged in providing the loans for purchase ,construction and up
gradation of dwelling unit. The company provides loans for construction or purchase of house

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/flat od development authorities and properties and also from private builders and renovation
and repairs.

PNB INVESTMENT SERVICES LIMITED-

PNB investment services limited is a wholly owned subsidiary has been set up by the bank
for carrying out Merchant Banking Business. it provides services for project appraisal, loan
syndication, debt replacement to execute IPO’S/FPO’S.It is registered with SEBI as category
1 merchant banker.

HISTORY OF PUNJAB NATIONAL BANK

In the annals of Indian History , the last decade of ninetenthh century has a special place .it
was during this period that a reawakening of India began and the nationalist fervour started
asserting itself. The bank was a part the swadeshi movement. It was owned by the Indian
people and would worked for the Indian people specially at a time “when Indian capital was
being used to run English banks and companies the profits accuring from which went entirely
to the Britishers, whilst Indians had to contend themselves with small interest on their own
capital.

The bank opened for business on 12th April ,1895. The first board seven directors comprised
of S Dayal Singh, Lala Lalchand, Kali Pros

anna Roy,eminent Bengali pleader,Lala Harkishan Lal,EC Jessa Wala ,Lala Prabhu
Daya,Bakshi Jaishree ram and Lala Dholan das .thus the Bengali, parse and a sikh and a few
hindu joined hands in a purely national and cosmoplitian spirit to find this bank which opens
its door to the public on 12th april,1895.they went about it with a Missionary Zeal.S. Dayal
Singh was the first chairman, Lala Har Kishan lal, the first secretary to the board and Shree
Bulaki Ram Shastri Barister at Lahore, was appointed manager.

A Maiden dividend of 4% was declared after only seven months of operations. Lala lajpat Rai
was the first to open an account with the bank which was housed in the building opposite to
Arya samaj mandir in Anarkali in Lahore. His younger brother joined the bank as a manager.
Authorised total capital of the bank was Rs. 2lacs, the working capital was Rs. 20,000. It had
total staff strength of nine and total monthly salary amounted to Rs. 320.

The first branch outside Lahore was opened in Ravalpindi 1900. The bank made slow but
steady progress the first decade of their existence. Lala Lajpat Rai joined the board of

8
directors soon after in 1913, the banking industry in India was hit by severe crisis forming the
failures of People’s Bank of India founded by Lala Harkishan Lal. As many as some lead
banks failed in the crisis Punjab National Bank survived. The years 1946-1936 were turbulent
loss ridden onces for the banking industry the world over. It was during this period that the
Jaliawala Bagh committee account was opened in a bank which in a decade that followed was
operated by Mahatma Gandhi and Pt. Jawahar Lal Nehru. The five years from 1941-1946
were the once of unprecended growth from a modest base of 71 the number of branches
increased to 272. The deposits grew from 10 crore to 62 crore on 31st march, 1947 the bank
officials decided to leave Lahore and transfer the registered office of the Bank to Delhi and
permission for transfer was obtained from the Lahore High court June 29,1947.

In 1951 the Bank took over the assets and liabilities of Bharat Bank Limited and became the
second largest bank in the private sector. In 1962 it amalgamated into commercial bank with
it. From its dwindled deposits for Rs. 43 crores in 1949 it rose to cross to Rs. 355 crore
marked by july 1969. Its number of offices had increased to 569 and advances from Rs. 19
crore in 1949 to Rs.243 crores by July 1969 when it was nationalised.

 The government of India nationalised PNB and 13 other major banks on 19 July 1969.
 In 1978 PNB opened a branch in London.
 In 1986 the Reserve Bank of India required PNB to transfer its London branch to SBI.
 In that same year PNB acquired Hindustan commercial Bank. The acquisition added
Hindustan’s 142 branches to PNB networks.
 In 1993 PNB acquired new Bank of India.
 In 2003 PNB took over Nedumgadi Bank, the oldest private sector bank in Calcutta.
 In 2004 PNB established a branch inKabul, Afghanistan a representative in Shanghai
and other in Dubai.
 PN B representative office in Shanghai and another in Dubai. PNB also established an
alliance with Everest Bank in Nepal that permits migrants to transfer funds easily
between Inida and Everest’s 12 branches in Nepal currently PNB owns 20% of
Everest’s Bank.
 In January 2009 PNB established a representative office Oslo, Norway.
 In September 2011, PNB opened a representative office in Sydney, Australia.
 In December 2012, PNB signed an agreement with US based life insurance company
Metlife to acquire 30% stake in Metlife, Indian affiliate Metlife limited the company

9
 would be renamed as PNB Metlife India Limited and PNB would sell Metlife’s
products in its branches.

CURRENT SCENARIO OF THE BANK

 Total business of the bank reached to Rs 800666 crore as against Rs 700356 crore in
March 2013 showing a y-o-y of 14.3%
 Deposits of the bank rose to Rs 451397 crore as on 31.03.2014 from Rs391560 as on
31.03.2013 exhibiting y-o-y growth of 15.3%
 CASA deposits increased to Rs 172872 crore as on March 14 from Rs 153344 crore
in March 13 recording a growth of 12.7%.Domestic CASA share has improved to
41.3% from 40.9%in March 13.
 Its was an increased focus on saving deposits and a successful campign was organised
during the year with active participation of employees resulting an increase in saving
deposits to Rs 141371 crore showing a growth of 14.5% .current deposits rise by
5.4% to Rs 31499 crore
 Advances of the bank stood at Rs 349269 at the end of march 14 as against Rs308796
crore at the end of March 13 showing a growth rate of 13.1%.
 Credit deposits ratio works out to be 77.38% as an march 14.
 As on March 14 gross NPA stood as Rs 18880 crore with a Gross NPA ratio of 5.25%
 As on March 14 Net NPA stood at Rs 9917 cr
 ore with a net NPA ratio of 2.85%
 Provision Coverage ratio stood at Rs 59.07%.
 Total Domestic branches has been rose to 6200
 Total business crosses 8 Laks cores
 Operating profit for FY 2014 above Rs 11300 cores
 Net Interest Margin 3.44%
 Net interest income for FY grows by 8.7%

Business Rs 800666 cr ▲ 14.3%

Domestic CASA 41.3%
share ▲
Operating profit Rs 11384 cr ▲ 4.4%
3.44% ▲ 7.7%

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 Net Interest Margin
Book value share Rs 952.50 ▲ 7.7%

 Net Interest margin for FY14 is 3.44%

 Return on assets stood at .64% for FY14
 Cost of deposit stood at 6.14% for Q4FY14 and 45.06% for FY 14
 CRAR of the bank as per as basel 3 was 11.52%
 Retail loans outstanding grew by 24.1%on y-o-y basis basis to reach Rs 38864 crore
at the end March 14 as against Rs 31310 crore in corresponding period last year.
 Outstanding agriculture advances reached Rs53053 crores.
 49.82 lakhs KISAN CREDIT CARDS were issued till march 31st 2014.
 Under Financial inclusion plan bank has coverd aal villages with population over
2000as allocated by SLBC for providing banking services during FY2014.
 Bank has opened 100.53 laks BSBDA accounts and 2.01 lakhs General credit cards
were issued.
 Recently Cash deposit machines have been installed in the branches providing a self
service terminal where customers can deposits the cash which get credited to their
account on real time basis.
 Self service Pass book printer terminals have been installed in the branches and e
lobbies which help the customers to get the passbooks updated at their convenience
 Punjab National Bank has been awarded with the GOLDEN PEACOCK BUSINESS
 EXCELLENCE AWARD 2014.
 PNB bank has also awarded with the ANNUAL SOCIAL BANKINHG
EXCELLENCE AWARD 2014.
 PNB bank has also awarded with the VIGILANCE EXCELLENCE AWARD IN
2014.

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12
 CHAPTER 2-

INTRODUCTION OF TOPIC

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 CUSTOMER SATISFACTION

It has become very important for the banks to understand the customer needs and
requirements so that they can serve customers properly. though majority of customers are
satisfied with their banks service still bank needs to focus on customer experience across the
banking channels. it is very important for the banks to gauges the how the customer perceives
the quality of interactions with their banks across the dimensions like products, channels and
customer transactions .

Customer satisfaction a term frequently used in marketing is a measure of how products and
services supplied by the company meet or surpass customer expectations. Customer
satisfaction is defined as the number of customers or the percentage of customers whose
reported experience with a firm ,its products and its services exceeds specific satisfaction
goals.

Customer satisfaction provides a leading indicator of customer expectations , perceptions

and loyalty. Customer satisfaction tells how the customer thinks to buy products by its own
perceptions and expectations .It is most important indicator by which data is collected in most
perspective manner and most frequently indicators of market perceptions. Customer
satisfaction is the most ambiguous and abstract concept and the actual manifestations of the
state of satisfaction will vary from person to person and product service to product services.
The sate of sati sfaction depends on a number of both psychological and physical variables
which correlate with the satisfaction behaviours such as return and recommended rate. The
level of satisfaction can also vary depending on the other options the customer may have and
other products against which the customer can compare the organizations services.

SAVINGS ACCOUNT

Savings Account is the account maintained by Indian financial institutions that pay intrest.
These accounts let customers set aside their portion of their liquid assets while earning a
monetary return. The interest rates vary as per as the amount of money deposited in the
saving bank account, scheme opted, and its maturity range .it is also subject to the current
trend of banking policies.

Punjab National bank have diversified themselves into many fields and also diversified
themselves their savings account departments into many fields. Punjab National Bank have

14
different types of savings account which caters all including each and every indivisual to
meet the expectations of the customers .they have diversified their savings accounts into a
broad acco unts that gives customers to cater their needs according to their needs and
preferences.

Various Saving Accounts that has been offered by the bank is as follows

 Saving Deposit General Account

 PNB Premium Saving Account
 PNB prudent Sweep
 Total Freedom Salary Account
 High End Salary Account
 Family Suraksha Bachat khatha
 PNB Junior SF Account
 PNB Vidyarthi SF Account
 Basic Saving Bank deposit Account (BSBDA)
 PNB Rakshak Scheme
 PNB Shikshak Sweep Scheme
 PNB Shikshak Overdraft Scheme
 Scheme for P
 roviding Overdraft Facility to Pensioners

Various Above Accounts are served by the bank to their customers to cater their needs and
expectations according to their requirements. Punjab National Bank have wide variety of
Accounts and other services that they provide to their customers including Current Account,
Fixed Deposits ,Recurring Deposits, Credit Schemes, Capital Gain Account Schemes ,

Other services such as Retail Banking , personal Banking , social banking , Agriculture
banking, Corporate Banking, International Banking, International Banking etc are served by
the bank to their services to cater the needs of customers.

With the current change in the functional orientation of banks the purpose of banking is
redefined. The main driven for this change is changing the customer needs and expectations.
Customers in today’s modern India want no longer queues to wait and their precious time in
banking transactions.. This change in attitude of the people have changed with change in

15
technology as more and more technology is advanced erather than opting for older
technology. with the emergence of universal banking banks aims to provide all banking
products and services offering under one roof and in one hands of the customer. With the
emergence of globalization and technology advancement the banking industry whether
private or public sector banks had one under drastic change to prove themselves the leaders
of banking industry and to be one of the mot successful banks among others in this
competitive environment..

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 LITERATURE REVIEW

Customer Satisfaction is one of the most important and essensitial elements of customer
retention, customer loyalty, product/ service repurchase. The art and science of customer
satisfaction involves strategically focusing on creating and reinforcing pleasurable experince.
So it is all important aspect in terms of customer satisfaction.

According to oliver 1980 Customer satisfaction is defined as fully meeting the expectations
of customers and feeling and attitude of customer towards a product or service after it has
been experienced.

According to Crosby and Stephens Customer satisfaction includes three important

dimensions namely satisfactory dimensions with the personnel, satisfaction with the
organization and satisfaction with the core service or product which ultimately results in good
customer experience.

Customer Satisfaction : A study of Bank Customer Retention In New zealand , Authors

David Cohnen, Christopher Gan, Hua Hwa, Au Yong and Esther Choong (March
2006)

Customer Retention is an important element of banking strategy in today increasingly

competitive environment. Bank management must identify and improve upon the factors that
can limit customer defection. This include performance of the employee and willingness to
solve the problems, level of knowledge and friendliness, communication skills, selling skills
among others. Furthermost the customer defection can also be limit and reduced ny reduction
rates of the bank, policies and location of the branches.

There are many arguments that can be carefully considered the factors that might increased
customer retention rates. Several studied have been emphasized the significance of the
customer retention in the banking industry. However there are little effort to investiogate the
factors that might lead to customer retention.

Customer Satisfaction can be achieved by promoting the strengths, by focusing to improve

weaknesses and by monitoring for possible future improvements.

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Customer Satisfaction elements can be prescribed as A perfect product, Delivered by caring,
friendly person in a timely fashion with changing environment and the support of an effective
problem resolution solution.

DEFINITION OF BANK:

Banking can be defined as -

An institution which accepts deposits, makes business loans, and offers related
services. Commercial banks also allow for a variety of deposit accounts, such as
checking, savings, and time deposit. These institutions are run to make a profit and
owned by a group of individuals, yet some may be members of the Federal Reserve
System. While commercial banks offer services to individuals, they are primarily
concerned with receiving deposits and lending

PUNJAB NATIONAL BANK

Punjab National Bank (PNB) (BSE: 532461), is a state-owned financial

services company located in New Delhi, India. It was registered on May 19,
1894 under the Indian Companies Act with its office in Anarkali Bazaar
Lahore. Today, the Bank is the second largest government-owned commercial
bank in India with about 5000 branches across 764 cities. It serves over 37
million customers. The bank has been ranked 248th biggest bank in the world
by the Bankers Almanac, London. The bank's total assets for financial year
2007 were about US$60 billion. PNB has a banking subsidiary in the UK, as
well as branches in Hong Kong, Dubai and Kabul, and representative offices
in Almaty, Dubai, Oslo, and Shanghai.

Punjab National Bank is one of the Big Four Banks of India, along with ICICI
Bank, State Bank of India and Canara Bank .

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HISTORY OF PUNJAB NATIONAL BANK

Punjab National Bank was established in the year 1895 found by Punjab Kesari Shri
Lala Lajpat Rai at Lahore (now in Pakistan) as a joint stock company. After the
partition in 1947, the bank grew steadily with its presence at the important centers and
metropolitan cities of the country and emerged as one of the big five Indian banks
during pre-nationalized period.

The bank was nationalized in 1969 along with 13 other banks. Subsequently, in 1993
it took over the New Bank of India, another bank that was nationalized in 1980. In
2003 the Nedungadi Bank Ltd., a south based private sector bank also
Merged the bank. Thus the bank, which previously had its main business area around
the Indo-Gangetic belt and major metros, could ensure its remarkable presence in the
entire country.

Presently, it is the second largest bank of the country rendering a wide variety of
banking services (corporate/personal/industrial finance/agriculture finance/financing
of trade and commerce/international banking). It has a broad clientele base like Multi
National Corporation, Indian Conglomerates, medium/small industrial units and
NRI’s. As a bank with global standard, it was ranked 416th among the biggest bank in
the world by the banker’s Almanac in 2002.The bank is member of the SWITY
(society for Worldwide International Financial Telecommunication) and has strong
correspondent relationship with the leading international banks. Continued financial
sector reforms led to greater alignment of financial sector to the competition business
environment.

Operational and supervisory practices in the sector have been progressively matching
international standards. In the process Indian banking system is becoming
increasingly mature in terms of transformation of business process and risk
management. The head office of the Bank is at, Bhikaji Cama Place, New Delhi.

The bank also has subsidiaries like PNB Gilts Ltd., PNB Housing Finance Ltd.,PNB
Capital Services Ltd., PNB Assets Management Co .Ltd.

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MILESTONE

 1895: PNB commenced its operations in Lahore. PNB has the distinction of being the first
Indian bank to have been started solely with Indian capital that has survived to the present.
(The first entirely Indian bank, the Oudh Commercial Bank, was established in 1881 in
Faizabad, but failed in 1958.) PNB's founders included several leaders of the Swadeshi
movement.
 1904: PNB established branches in Karachi and Peshawar.

 1940: PNB absorbed Bhagwan Dass Bank, a scheduled bank located in Delhi circle.

 1947: Partition of India and Pakistan at Independence. PNB lost its premises in Lahore, but
continued to operate in Pakistan.
 1951: PNB acquired the 39 branches of Bharat Bank (est. 1942); Bharat Bank became Bharat
Nidhi Ltd.
 1961: PNB acquired Universal Bank of India.

 1963: The Government of Burma nationalized PNB's branch in Rangoon (Yangon).

 September.

 1965: After the Indo-Pak war the government of Pakistan seized all the offices in Pakistan of
Indian banks, including PNB's head office, which may have moved to Karachi. PNB also had
one or more branches in East Pakistan (Bangladesh).
 1960s: PNB amalgamated Indo Commercial Bank (est. 1933) in a rescue.

 1969: The Government of India (GOI) nationalized PNB and 13 other major commercial
banks, on July 19, 1969.
 1976 or 1978: PNB opened a branch in London.

 1986 The Reserve Bank of India required PNB to transfer its London branch to State Bank of
India after the branch was involved in a fraud scandal.
 1986: PNB acquired Hindustan Commercial Bank (est. 1943) in a rescue. The acquisition
added Hindustan's 142 branches to PNB's network.
 1993: PNB acquired New Bank of India, which the GOI had nationalized in 1980.

 1998: PNB set up a representative office in Almaty, Kazakhstan.

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VISION AND MISSION OF PUNJAB NATIONAL BANK

VISION
“To evolve and position the Bank as a world class progressive cost effective and
customer friendly institution providing comprehensive financial and related services;
integrating frontiers of technology and serving various segments of society especially
the weaker section; committed to excellence in serving the public and also excellence
in serving the public and also excelling in corporate values.”

MISSION
“To provide excellent professional services and improve its position as a leader in the
field of financial and related services; build and maintain a team of motivated and
committed workforce with high work ethos; use latest technology aimed at customer
satisfaction and act as an effective catalyst for socio-economic development”

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 Established in 1895 at Lahore, then undivided India, Punjab National Bank
(PNB) has the distinction of being the first Indian bank to have been started
solely with Indian capital. The bank was nationalized in July 1969 along with
13 other banks. From its modest beginning, the bank has grown in size and
stature to become a front-line banking institution in India at present. It has
more than 4000 branches and over 400 extension counters. Strong
correspondent banking relationship, which it maintains with over 200 leading
international banks all over the world, enhances its capabilities to handle
transactions worldwide. More than 50 renowned international banks maintain
their Rupee Accounts with PNB.

With its presence virtually in all the important centres of the country, PNB
offers a wide variety of banking services which include corporate and personal
banking, industrial finance, agricultural finance, financing of trade and
international banking. The large presence and vast resource base have helped
the bank to build strong links with trade and industry. At the same time, the
bank has been conscious of its social responsibilities by financing agriculture
and allied activities and small-scale industries.
The bank is committed to maintaining the highest standards of service and will be
covering more offices under this quality movement titled 'Alliance with Quality'

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PRODUCTS AND SERVICES
Punjab National Bank offers financial solutions and services in an array of sectors. All these
services that are offered keep pace with the changing market trends in order to fulfill the needs
and preferences of the customers. Some of the well known sectors on which the main functions
of the bank are based are:

 Personal Banking
 Corporate Banking

 Agriculture finance services

 Industrial finance services

 Trade financial services

 International banking services

PNB also has commercial relationship with more than 200 prestigious international banks
across the globe. It has the provisions of Rupee Drawing Arrangements with around 15
exchange companies in the UAE and 1 in Singapore.

In case of the personal banking segment, the bank offers customized solutions to take care
of almost all financial needs of the customers. Some of the well known services that are
offered in the bank are:

PUNJAB NATIONAL BANK FIXED DEPOSIT

Punjab National Bank is a leading public-sector bank offering fixed deposit products to
customers at varying tenors and competitive rates. Interest rates on fixed deposits, however,
are prone to changes in line with market rates. This can make it difficult for potential
customers to ascertain maturity amounts and plan investments. To alleviate this, the above
table captures all changes made to the banks FD rates. This not only lets customers track
holdings but also make real-time comparisons.

PNB Short-Term FD Rates

The interest rate stands at 4.75% on a 30-day deposit. This is a reasonable return for those
with near-term liquidity requirements. For schemes with tenors of 46 and 90 days, the rate
stands at 6.25% which is enhanced by 0.25% for a tenor of 120 days (at 6.5%) and by 0.75%
for a tenor of 9 months at 7%. For deposit periods of 180 days, rates are same as 9 months i.e.
7%.

23
PNB Medium and Long -Term FD Rates
Interest rates on PNB’s fixed deposits for holdings of 1 year and above (up to 5 years) are
varying from 7.75% to 7.5%. Deposits held for 1 to 2 years gives highest interest rate 7.75%
while deposits held for more than 2 to 5 years will see a drop in rates to 7.5%. For tenures
above 5 years, the rate holds steady at 7.25%.

FEATURES OF PNB FIXED DEPOSITS

 Auto-renewal: If the depositor opts for auto-renewal, his/her term deposits will be
automatically renewed after maturity except for term deposits under the Recurring
Deposit Scheme, Capital Gain Scheme, PNB Tax Saver Scheme, Bulk Term Deposits
above 10 crore and Inter-Bank Deposits.
 Inclusion of blind and illiterate persons: PNB allows blind and illiterate persons to
open a fixed deposit account.
 Inclusions of all sections of society: Right from High School girls to beneficiaries of
road accident insurance claims, PNB FDs are designed to serve every category of
depositors.

CARD TYPES

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1. PNB GLOBAL PLATINUM CREDIT CARD

The PNB Global Platinum Credit Card

As a Platinum card holder apart from all the facilities which are available to our other card holders,
you are entitled to other privileges: 

Concierge Services 
• 24x7 Global Concierge Desk. Call 1800-2100-131 for assistance in making dining referrals and
reservation assistance.
• Travel- airline and hotel bookings;
• Pre-trip- passport and visa assistance; 
• Flower & gift booking and delivery assistance.
• A host of lifestyle services viz. show & event bookings and
• Emergency services viz. medical support, emergency road side assistance and patient travel
arrangements etc. 

Additional Incentives 
Additional incentives in shape of various mercantile offers. 

Rewards Points: 
Two points on every retail transaction of Rs.150/- made on Platinum card as against 2 points for retail
purchase of Rs 200 on other cards. 

Year End Summary Statement of Account 

In order to provide a superior level of convenience, Bank to provide year-end account summary

25
statements to their Visa Platinum cardholders. 

2. PNB GLOBAL GOLD CARD

The PNB Global Gold Card

All-purpose credit card 

The PNB Credit Card can be used for all your requirements, be it shopping, eating out, holidaying,
and fuelling up your vehicle, railway ticket reservations - just about any financial requirement,
planned or on desire. 

Earn while you spend 

With us, money spent is money earned. For every Rs. 100 you spend, you earn 1 reward points. You
can redeem these accumulated points for exciting offers from our exclusive rewards program. 

Add on cards 
Get up to 2 add-on cards for your spouse, parents, son and/or daughter (over 18 years) and allow them
to enjoy the many benefits of the PNB Global Credit Card. 

Lost Card Liability 

In case your credit card gets lost, report it immediately to our 24-hour toll free call centre. After you
do this, you carry limited liability on any fraudulent transactions on your card. 

26
Widely accepted at Merchant establishments & ATMs worldwide 
Accepted at over 3, 80,000 merchant establishments & over 30,000 VISA ATMs across India and at
over 29 million merchant establishments and over 1 million VISA ATMs around the world. 

Utility Bill Payment facility 

You can also pay your utility bill payments i.e. electricity bills, telephone / mobile bills, etc. through
our credit card by logging on to www.visabillpay.in/pnb.

3 .THE PNB GLOBAL CLASSIC CREDIT CARD

The PNB Global Classic Credit Card

All-purpose credit card 

The PNB Credit Card can be used for all your requirements, be it shopping, eating out, holidaying,
and fuelling up your vehicle, railway ticket reservations - just about any financial requirement,
planned or on desire. 

Earn while you spend 

With us, money spent is money earned. For every Rs. 100 you spend, you earn 1 reward points. You
can redeem these accumulated points for exciting offers from our exclusive rewards program. 

Add on cards 
Get up to 2 add-on cards for your spouse, parents, son and/or daughter (over 18 years) and allow them
to enjoy the many benefits of the PNB Global Credit Card. 

Lost Card Liability 

In case your credit card gets lost, report it immediately to our 24-hour toll free call centre. After you
do this, you carry limited liability on any fraudulent transactions on your card. 

27
Widely accepted at Merchant establishments & ATMs worldwide 
Accepted at over 3, 80,000 merchant establishments & over 30,000 VISA ATMs across India and at
over 29 million merchant establishments and over 1 million VISA ATMs around the world. 

Utility Bill Payment facility 

You can also pay your utility bill payments i.e. electricity bills, telephone / mobile bills, etc. through
our credit card by logging on to www.visabillpay.in/pnb.

LOAN SERVICES

Punjab National Bank is also a well known name in housing loan benefits. The bank offers both
short term and long term loans. The rates are also affordable and can be paid within a particular
time. The housing loans are given for a number of purposes such as:

 Construction of a building

 Purchase of a new house or a flat

 Purchase of flat or house on a First Power of Attorney basis

 For the purpose of repair or renovation of a house or a building

CAR LOAN/2 WHEELER LOAN

Drive dream car/bike home. PNB gives loan for the purchase of new/old car, van or
jeep, new bike at very attractive interest rates with a convenient repayment period.

28
LOAN AGAINST JEWELLERY

Loan against Gold & Jewellery for individuals/business enterprises, both for business
& personal needs.

TRADERS LOAN
Maximize business turnover with PNB traders loan with minimum paper work and
attractive rate of interest, for whole sellers, dealers, distributors, individuals, firms,
registered cooperative societies & companies. Loans also available for purchase of
shop /showroom.

HOUSING LOAN
Bring own dream home to life. Avail ‘flexi’ housing loan and have the advantage of
substantial savings on the interest component. Insurance cover for home loan
borrowers available.

PERSONAL LOANS
A scheme to meet all types of personal needs, for permanent/confirmed
employees/Defence Personnel and Professionally Qualified Doctors.

CORPORATE LOANS
Corporate can expand & diversify with user friendly Corporate Loans Products
Working Capital, Term Loan, Bank Guarantee, Letter of Credit & others.

EDUCATIONAL LOAN
Avail “Sarvottam Shiksha & Vidyalakshyapurti” schemes for studies In India &
abroad and ensure a great career for child.

PNB GRAMIN CHIKITSAK

Scheme for financing qualified medical practitioners for setting up clinics in rural
areas at concessional rate of interest.

29
 LOAN TO PENSIONERS
PNB values the traditions of India by giving special benefits to the senior citizens.

LOANS TO WOMEN
PNB’s “Mahila Sashaktikaran Abhiyaan” & “Mahila Samridhi Yojana” give special
benefits to women customers that help in building their confidence & self-esteem.

Subsidiaries of Punjab National Bank

 PNB Gilts 

 PNB Housing Finance

 PNB Investment Services

 PNB Insurance Broking

 PNB Life Insurance Co.

Joint Ventures of Punjab National Bank

 Principal PNB Asset Management Company

 Principal Trustee Company

 Assets Care Enterprises

 India Factoring & Finance Solutions.

The PNB Housing Finance sanctions around 80% of the cost of the project. However, the
maximum amount is around Rs 50 lakh. The maximum loan amount for the purpose of
renovation and repair is Rs 5 lakh. In most cases, the loan is available for a period between 5
and 20 years before one becomes 65 years of age. The interest of the loan is based on the
reducing balance and the principal amount of the loan is also based on the repaying capability
of the borrower.
 Punjab National Bank facilitate home loan for those who can never buy their
own house to save interest cost, usually Punjab National Bank offers 75% to
80% as home loan.

30
 Also offers car finance to the minimum monthly amount with low interest,
Furthermore Punjab National Bank offering cooperate banking which includes
loan against future lease rentals, EXIM Finance, Cash Management Services
and Gold card scheme for exporters.
 This Bank also offers a lot of facilities for personal banking like saving fund
account, current account, fixed deposit schemes, credit schemes, ATM Card,
Nomination Facilities and deceased claim cases.
 Punjab National Bank is famous for the helper of poor and needy people like
farmers, this bank facilitate farmers to avail Krishi Card, agriculture credit
schemes, Punjab National Bank welfare trust Presently, it is the second largest
bank of the country rendering a wide variety of banking services:

CENTRALISED BANKING SOLUTION (CBS)

CBS, an inter-branch networking and data-sharing platform helps to operate account

from any city in India having CBS networked branches. Changing status from
Customer of the Branch’ to ‘Customer of the Bank’, presently, there are over 2,616
CBS networked brandies in 820 cites.

NRI’S & TOURISTS

Currency exchange services are being provided by our Exchange Bureau’s spread
throughout the country.

ONLINE TAX PAYMENT

PNB provides the facility of online payment of service tax, excise duty, DGFT,
custom duty & all charges under MCA.

MUTUAL FUNDS & INSURANCE

The bank has tied-up with Principal Financial Group for providing Mutual Funds and
Insurance services & also tied up for distribution & marketing of UTI Mutual Funds.

NRI SERVICES

31
NRE, FCNR, RFC, NRO Deposit a/c investment Management & Housing Loan
facilities for NRI’s.

FOREIGN EXCHANGE
PNB has 150 branches authorized for handling foreign exchange business and these
branches have been provided with SWIFT connectivity to ensure faster realisation of
funds.

E-MONEY INDIA

Send money to the loved ones in India through PNB’s e-Money India service.
Draft delivery across 4,038 locations and Bank Credit to over 2,500 branches.

ONLINE RAILWAY RESERVATION/AIR TICKET

BOOKING
Say goodbye to long queues. PNB offers online booking & information through
IRCTC payment gateway. Just click and travel comfortably.

DEPOSITORY SERVICE
PNB Depository service provides the facility of having shares & securities in Demat
form & executes transactions of sales & purchase hassle free electronically.

32
 LOCKERS

Now, customer can relax with assurance of having your locker at the PNB branch
nearest to their home.

Safe Deposit Lockers

For the safety of your valuables, our locker facility offers a safe, trustworthy space to store
them. There is a nominal annual rent (payable in advance), which depends upon the size of
the locker and the centre at which the branch is located.

 The Bank`s Safe Deposit (Locker) Service is made available to those customers who maintain
a Savings/Current Account (individually or jointly). However, Lockers are not leased out to
minors. Lockers can be leased out to Blind person also.
 Locker facility is provided by the Bank at its select branches.
 Allotment of lockers is on first-come-first served basis.
 At the time of hiring the locker, bank will obtain a minimum security deposit in the form of
FDR from the lessee which will be decided by the bank from time to time.
 The locker will be operated during the specified timing displayed at the branches.

33
CUSTOMER CARE FACILITY
All the banking queries and problems are just a call away! PNB presents 24 hr.
customer care facility.

PNB GOLD COIN

PNB gives opportunity to dazzle the well wishers, patrons, partners and acquaintances
with the mystical charisma of PNB’s 999.9 fineness pure 24-carat gold coins and to
convey the true value of treasured relationship. Enjoy guarantee of purity & weight of
hallmarked gold coins.

ELECTRONIC CLEARING SERVICE (ECS) &

ELECTRONIC FUNDS TRANSFER (EFT)
Avail ECS for quick movement of funds in a paperless mode & EFT to ensure an
expeditious transfer of funds by using electronic media.

WEALTH MANAGEMENT SERVICE

PNB provides customized financial advisory services for individuals that includes
Mutual Funds, insurance, Retirement Planning, Tax planning, & Debt Management to
customers for wealth maximization.

ONLINE BILL PAYMENT

No more queues to pay your bills. Now pay telephone, mobile, electricity, insurance
& several other bills 24 hours, 365 days, from the desktop.

34
 ORGANISATIONAL STRUCTURE

Bank has its Corporate Office at New Delhi that supervises 13 FGM offices and 76
Circle Offices under which the branches function. The delegation of powers is
decentralised up to the branch level to facilitate quick decision making .

Head Office

Zonal Office

Regional Office

Branches

COMMITTEE        

Name of the Committee in PNB

 Management Committee
 Audit Committee of the Board
 Risk Management Committee

35
  Share Transfer
 Stakeholders Relationship Committee
 Customer Service Committee

 I.T. Strategy Committee

 Appellate Authority and Reviewing Authority

 Special Committee of Board to monitor and follow up fraud

 Committee of Directors to Review Vigilance and Non Vigilance cases

 Remuneration Committee

 Nomination Committee

 Steering Committee for Vision

 Credit Approval Committee

 Election of Shareholder Directors – Voting by Public Sector Banks

 Committee of the Board to Monitor the Progress in Recovery

 Committee for Review of Identification of Willful Defaulter

 Non-Cooperative Borrowers Classification Review Committee

 Steering Committee of the Board on HR

RISK MANAGEMENT

The future of banking will undoubtedly rest on risk management dynamics. Only
those banks that have efficient risk management system will survive in the market in
the long run. The effective management of credit risk is a critical component of

36
 comprehensive risk management essential for long-term success of a banking
institution.

Although capital serves the purpose of meeting unexpected losses, capital is not a
substitute for inadequate decontrol or risk management systems. Coming years will
witness banks striving to create sound internal control or risk management processes.
With the focus on regulation and risk management in the Basel II framework gaining
prominence, the post-Basel II era will belong to the banks that manage their risks
effectively. The banks with proper risk management systems would not only gain
competitive advantage by way of lower regulatory capital charge, but would also add
value to the shareholders and other stakeholders by properly pricing their services,
adequate provisioning and maintaining a robust financial structure.

‘The future belongs to bigger banks alone, as well as to those which have minimized
their risks considerably.’

PROCESS

 Doorstep banking service for HNI customer corporate.

 Various offer for students and senior citizens.
 standardization of services

PHYSICAL EVIDENCE

 Logo with tag line “the name you bank upon” financial report.
 The company financial reports are issued to customer to emphasis creditability.
 Pass book and receipts.

PEOPLE

 Serves are 37 million customers.

 employees 87,928(2016).
 Employees of a bank represent the organization to its customer.

37
QUALITY OF EXPERIENCE

 Credence quality – because customer has to rely on reputation & name factor of bank.

GAP IN SERVICE QUALITY

 Gap between consumer expectation and management perceptions of consumer

expectation.
 gap between service quality specification and service delivery.gap between service
delivery and exchange communication.
 Gap between perceived service and expected service.

FORBES GLOBAL 2000 RANKING

 Punjab national bank was ranked 1243 in the Forbes global 2000.
 The bank has been ranked 248th biggest bank in the world by the bankers almanac,
London.
 PUNJAB NATIONAL BANK is one of the big 4 banks of India along with ICICI
BANK ,STATE BANK OF INDIA,HDFC BANK and BANK OF BARODA its main
competitors.

CASH MANAGEMENT SERVICE (CMS)

PNB’s CMS facilitates management of receivables and payments in technology driven
environment, ensuring availability of funds at reduced cost, helping reconciliation at multi
location accounts besides providing customized MIS.

FUNCTION OF PUNJAB NATIONAL BANK

 The functioning of the Sector 8 branch of the Punjab National Bank in Panchkula is
under the scanner in connection with the alleged Rs 50-crore fraud in distribution of

38
 compensation in land acquisition cases by the former district revenue officer-cum-
land acquisition collector (DRO-cum-LAC) of Panchkula.
 National Highway Authority of India (NHAI) undertook fourlaning of national
highway-73 stretch between Yamuna nagar to Panchkula and the DRO Panchkula was
appointed as competent authority for land acquisition under the National Highways
Act 1956.
 A sum of Rs 495 crore was deposited in the joint account of DRO-cum-LAC and
project director, NHAI, in the Sector 8, Panchkula, branch of the PNB.
 In a letter to the chief manager of PNB, NHAI pointed out unauthorised and
fraudulent transfers of funds and a total of seven fixed deposit receipt’s (FDR) from
the joint account to an exclusive account of DRO-cum-LAC Panchkula.
 The funds were transferred without consent of the the joint account holder, that is,
project director, NHAI.
 A total of five accounts in the name of DRO-cum-LAC were opened outside
Panchkula district, at Jangpura (Delhi) branch of Punjab National Bank (PNB) during
the tenure of Naresh Kumar Sheokand from 2012 to 2014.
 Sheokand is accused of committing irregularities in distribution of compensation in
the land acquisition cases and is currently under suspension.
 NHAI also pointed out that the balance confirmation statement given by the bank
indicating balance as on March 31, 2014 showed a total of 17 FDR’s of Rs 10 crore
each.
 The branch did not make any mention of seven FDR’s which were transferred to other
branches.
 The branch was also accused of providing false balance confirmation statement vide
their letter dated April 11, 2015, wherein it was stated that there were 19 FDR’s
amounting to over `185 crore and balance as on March 31, 2015 was over Rs 10 crore.
 The total amount was shown as Rs 195 crore. A total of five FDR’s which were
shown in the statement of April 11 were deleted by bank vide its letter dated June 12
without any withdrawals having taken place from the main account.
 The NHAI claim that an amount of Rs 250 crore was transferred from their joint
account to the exclusive account of DRO-cum-LAC on March 20, 2013, which was
reverted to the original account on April 23, 2013. However, the interest on the
amount for this period is to be credited in NHAI’s account.

39
  General manager-cum-project director NHAI, OC Mathur said that they had taken up
the issue of irregularities committed by the Sector 8, Panchkula, branch with the
higher authorities of the bank.
 Chief Manager of Sector 8, Panchkula, PNB, said that he had joined the branch
around 15 days ago and expressed his ignorance of the issue.

ACHIEVEMENT

 Punjab National Bank announced its Q1FY2010 results on 29 July 2009,

delivering 62% y-o-y growth in net profits to Rs832 crore (Rs512cr), substantially
ahead of expectations on account of large treasury gains, apart from healthy
operating performance.

 While the bank’s deposit growth was reasonably robust at 4.4% sequentially and
26.5% y-o-y, unlike the peers its growth in advances also remained strong at 38%
y-o-y.

 In spite of being at the forefront of PLR cuts, the bank posted a healthy growth in
Net Interest Income (NII) of 29% y-o-y.

 Other Income surged 113% y-o-y, driven by strong treasury gains of Rs355 crore
during the quarter in line with industry trends, even as Fee income was also robust
at 45% y-o-y, on the back of strong balance sheet growth.

GROWTH AND DEVELOPMENT OF PUNJAB NATIONAL BANK

To evolve and position the bank as a world class, progressive, cost-effective and
customer friendly institution providing comprehensive financial and related services:
integrating frontiers of technology and serving various segment of society especially
the weaker section of the society: committed to excellence in serving .Corporate
excellence emanate from good corporate governance exercised by adopting standard
of transparency, accountability, professionalism, and ethical business practices with
this in view, the has been making efforts for adopting the best practices. The bank
commitment towards corporate governance is to bestow greater transparency and
openness in the management and to ensure best performance by staff at all the levels
to maximize the operational efficiency. Adopting the corporate governance as a work
ethos, the bank is committed to enhancing the stakeholders value.

40
FUTURE PLANS OF PUNJAB NATIONAL BANK

To provide excellent professional services and improve its position as a leader in the
field of finance and related service, build and maintain a team of motivated and
committed workforce with high work ethos; uses latest technology aimed at customer
satisfaction and act as effective catalyst for socio-economic development.

The bank is committed to its corporate mission to provide excellent professional

services and improve its position as leader in the field of financial and related
services, build, maintain a team of motivation and committed workforce with high
work ethos use latest technology, aimed at customers and act as an effective catalyst
of socio-economic development.

Punjab National Bank has focused quite a bit in rural areas, which is actually needed
for our country. Their ATMs are given the facility of English, National Language
Hindi and the local language of the state. They also provide mobile top-up facility.

41
42
SWOT ANALYSIS

STRENGTHS

 Brand name of Punjab National Bank (PNB) is established over the years.
 Single window clearance - a single employee provides wide variety of
facilities to the borrower, minimizing the hassle of wastage of time.
 Appraisal techniques are used.
 Specialized software's are big assets.
 There is no penalty for prepayment from borrowers own service.

WEAKNESSES

 High interest rates as compared to other housing finance institutions.

 Top management takes large amount of time to approve high value seeking
loan borrowers. No publicity.
 No marketing managers work, only through dsa's (direct sales agent).
 People are not aware of wide variety of schemes offered by the company; tend
to think the company as only providing home loans.
 There is the shortage of staff at almost all branches which does not ensure easy
addressable of the customers problems.
 Delegation of authority and responsibility is not proper.

OPPORTUNITIES

 Special rates of interest are offered during exhibitions.

 Special rates of interest can be introduced for employees of PSU'S & reputed
national or multinational companies'
 Product life cycle is to be reviewed.

43
  The growing category of the builders ensure that good, high value &
qualitative projects, providing them home loans with the new and innovative
schemes can lead to over all development of the company.

THREATS

 The competition in market is very high due to the private players.

 The rates of interest of other players are quite low.
 Innovative schemes with horne loan from other players.
 The processing process is quite slow which leads to low housing finance.

A fraud case involving 32 cases worth Rs.3 crores at the one branch of PNB Housing Finance Limited
in year 2002 leads decreasing brand name.

PEST FACTOR

POLITICAL FACTOR

 RBI’S 1991 Monetary policies and control system.

 To enlist confidence of global investors and international market players
 Number of legislative changes to enable competitive banking system.

ECONIMICS FACTOR

 Economic fluctuation – delay in Indian vision 2020.

 Every year RBI declares its 60 monthly policies
 If FDI limits are relaxed then more are brought in India through banking channels.

SOCIO ECONOMIC FACTOR

 Tradition maharaja pratha

 Change in lifestyle

44
  Literacy rate

TECHNOLOGICAL FACTOR

 Foreign banking sectors entered in Indian market with asserting the technological based
approach.
 ATM machines
 Credit card policies
 IT services and mobile banking

CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with the products and services
provided by a business.

Customer satisfaction levels can be measured using survey techniques and questionnaires

Benefits to Punjab National Bank

 Documents Security: Fine Docs system facilitated role based access on all the
records / documents through a user name and a password.
 Easy Sharing and Collaboration: All documents were stored in FineDocs with
proper access control. This way authorized users were able to view /refer / share and
modify the documents
 Audit Trail: FineDocs has the functionality by which each and every operation,
event performed by the user like, user logins into the system, action done etc were
recorded with the time, thus increasing the accountability.

IT STRATEGY

 In 2000,to tackle the problem ,PNB hired ,a consultant and devised a two –pronged
plan of action.

45
  The plan comprised:
 A short term goal- to meet the cvc deadline of 70% computerization.
 A long term goal – to create dependable core banking infrastructure
 And build nationwide network to connect different branches to the core
infrastructure.

CULTURE AND TECHNOLOGY ISSUES

 PNB faced issues which were mostly cultural.

 Most staffers were used to working in a manual environment.
 In the new networked environment, personnel at the mode / counter didn’t actually ‘see’ the
transactions updating in the various account books.

BRAND AMBASSADOR OF PNB

Punjab National Bank has engaged Mr. Virat Kohli as Brand Ambassador of the Bank. On
this occasion, Mr. Virat Kohli informed Mrs. Usha Ananthasubramanian, Managing Director
and CEO along with Sh. K.V. Brahmaji Rao and Dr. Ram S. Sangapure, Executive Directors
of the Bank and other senior officials that ‘PNB is Mera Apna Bank’ as he is an account
holder of the Bank since the age of 16 years.

Today PNB is seen as a complete universal Bank. Mr. Virat Kohli, an energetic young
sportsman having mass appeal to the youth of our country has been chosen as Brand

46
 Ambassador who comes with qualities like determination, focus and for whom winning is a
habit.

SYSTEM

 Before deploying the core banking architecture .

 PNB used servers which were NT-based , from IBM. And from other vendors .
 The bank conducted benchmarking test for finnacle on various server platforms And
it was satisfied with the performance of suns hardware on solaria’s. Suns fire servers.
 Solaria’s os and oracles RDBMS are now in use.

REQUIREMENTS

 Punjab national bank (PNB) had certain requirements which were not being fulfilled
by the existent system:
 A unified view of business –related data.
 Timely data compilation.
 Improved customer service.
 CRM with customer profiling and segmentation.
 Monitoring of weak performance area.
IT STRATEGY

 In 2000,to tackle the problem ,PNB hired ,a consultant and devised a two –pronged
plan of action.
 The plan comprised:
 A short term goal- to meet the cvc deadline of 70% computerization.
 A long term goal – to create dependable core banking infrastructure
 And build nationwide network to connect different branches to the core
infrastructure.

CULTURE AND TECHNOLOGY ISSUES

 PNB faced issues which were mostly cultural.

 Most staffers were used to working in a manual environment.
 In the new networked environment, personnel at the mode / counter didn’t actually ‘see’ the
transactions updating in the various account books.

47
GOALS OF PNB

Punjab National Bank always looks forward for the betterment of customer service and
ensured the members of bank for the finest services.

Punjab National Bank also offering internet banking service to the customers to pay their
utility bills, using e-commerce facilities, buy ticket and much more.

PNB having more than 3700 ATMS all over the country and has the wide ATM network.

The bank struggle for spreading their branches all over the world including sub-continent,
Europe and USA, and Punjab National Bank will fulfill the requirement of every state.

Punjab National Bank achieved many awards and achievement like “Niryatbandhu bronze
trophy”, also received “Excellent performance in lending under PMEGP scheme”, “Skoch
Challenge Award” and many other awards proving that the Punjab National Bank deserve to
be an attainable and trustful bank.

48
 PROBLEMS FACED BY PUNJAB NATIONAL BANK

• Punjab National Bank generates a lot of physical documents for their

existing clients. Managing these documents (Sorting, Indexing and

Filing etc) was a very hectic process for them.

• The regular procedure included taking out a page from the entire set

of documents of original application forms and then working on it. This

leads to papers being misplaced or left them in a dilapidated state, due

to constant wear and tear.

• For searching or locating any document / file was a hassle for the staff

involved in this process.

• Since paper based files/documents were accessible to each and every

Person, they were liable to be tampered, and resulted sharing of any

internal information with any unauthorized person.

• Physical documents were prone to damage with time, moisture,

rodents etc.

• Also there was a problem of disaster recovery

49
PYRAMID’S SOLUTION

 Pyramid IT Consulting proposed Punjab National Bank to automate manual Record /

Document keeping process by providing its Document Management Solution – Fine Docs &
Scanning Services – Fine Scan.
 After the implementation of the DMS, the application form and other related documents got
scanned and indexed with the user defined indexed values.
 After this whenever there was a need to refer to the original document, a search feature of the
DMS helped to retrieve the scanned copy of the document to the user.
 Search in Document Management Solution has been carried out on the basis of title, as well
as, keywords.

PNB GEN NEXT

o Longest repayment of 30 years

o Limit based on future salary
o No pre payment penalty
o No EMI repayment during holiday of 3-5 years
o Permissible age up to 40 years
o Eligibility –salaried employees with minimum 3 years working experience
o Purpose – for purchase or construction of house/ flat etc.

50
FINANCIAL RESULTS FOR THE QUARTER & FY ENDED 31ST MARCH 2016

PERFORMANCE HIGHLIGHTS

 Global Business grew by 9.5% to Rs 9.65 Lac Cr.

 CASA Deposits crossed landmark of Rs. 200000 Cr & its share to Domestic Deposits stood at
41.63%.
 Operating Profit at Rs 12216 Cr for FY 16, more than Rs. 10000 Cr. for consecutive 5 years in a
row.
 Net Advances increased by 8.4 % on YOY to Rs.412326 Cr.
 Share of Small Ticket Adv. to Domestic Non Food Credit. growing up and at 57.6%.
 Domestic NIM stood at 2.95% during FY 16.
 Cost of deposits came down to 5.85% during FY 16 from 6.09% as on FY 15 due to least
dependence on bulk deposits.

REORIENTATION OF BUSINESS:

 The Bank has reoriented its business model in alignment with the economic scenario towards
small ticket business. Riding on the Digital wave, PNB is driving fresh growth in business
through its vast network of branches spread Pan India.

BUSINESS TRANSFORMATION:

 Bank has framed strategies for all-round development and strength under “PNB
Indradhanush”. This is multidimensional approach for business transformation focusing at
People development, Digital banking, improved customer service, Quality credit, Improved
CASA and Profit maximization.
 Defining the priorities, PNB is pioneer in setting up “War Room” for real time Resolution,
Recovery and Up gradation of NPAs.

NETWORK

 Bank has 14756 touch points. Domestic branch network stands at 6760 and number of
Business Correspondents at 7996 as on 31.03.2016. ATM network of the Bank is at 9463.

51
INTERNATIONAL FORAYS

 Bank is having 4 overseas branches, 2 in Hong Kong, 1 in Dubai and 1 Offshore Banking
Unit in Mumbai and 4 Representative Offices (RO) at Dubai, Shanghai, Sydney and Dhaka.
 Bank has two overseas subsidiaries viz. PNB International Ltd. –UK and Drug PNB Bank
Ltd, One associate company viz. JSC SB PNB Kazakhstan and one Joint Venture Bank in
Nepal i.e. Everest Bank Ltd.

BUSINESS

 Total Business of the Bank stood at Rs 965377 Cr as on Mar’16 registering a yoy growth of
9.5% over corresponding period last year.

DEPOSITS

 Total Deposits of the Bank recorded a yoy growth of 10.3% to reach Rs.553051 Cr as on
Mar’16.
 CASA deposits increased to Rs.205583 Cr in Mar’16 recording a yoy growth of 11.9%.
Domestic
 CASA share improved to 41.63% as on Mar’ 16 from 40.57% in Mar’ 15. The share is one of
the highest among nationalized banks.
 Saving deposits increased by 12.8% on yoy basis to Rs 169426 Cr.

ADVANCES

 Net Advances increased to Rs. 412326 Cr registering a yoy growth of 8.4% as on Mar’16 In
line with Bank’s objective to achieve profitable growth from the grassroots, share of small
ticket advances to Non food credit increased to 57.6% in Mar’16 from 55.6% in Mar’15.
 Retail loans were at Rs 57801 Cr as on Mar’16, growing 19% on yoy basis over Mar’15.
Housing loan grew yoy by a robust 25% to Rs 26923 Cr in Mar’16.
 MSME Advances increased to Rs. 93472 Cr in Mar’16 showing yoy growth of 19.6%.

MICRO, SMALL & MEDIUM ADVANCES

 Credit to Micro & Small Enterprises grew by 17.4% to Rs 70711 Cr as on Mar’16.

 Credit to Micro enterprises stood at Rs.29319 Cr showing yoy growth of 18.1%.

52
  Under Pradhan Mantri Mudra Yojana (PMMY), the Bank has opened 596839 accounts and
disbursed Rs 3593 Cr as on Mar’16.

PROFITABILITY

Operating & Net Profit

 Operating Profit for FY ended Mar’ 16 stood at Rs 12216 Cr.

 Net Profit for FY 16 stood at Rs (–) 3974 Cr.

INCOME

 Total Income stood at Rs 54301 Cr. during FY 16.

 Net Interest Income during FY 16 stood at Rs 15312 Cr and Non-interest Income.

ASSET QUALITY

 As on Mar ’16, Gross NPA ratio stood at 12.90% and Net NPA ratio was at 8.61%.
 Provision Coverage Ratio stood at 51.06% as on Mar’16.
 Restructured assets of the Bank declined to Rs 20144 Cr in Mar’16 from Rs 38315 Cr in
Mar’15
 For intensifying the efforts in NPA reduction, a ‘War Room’ at HO has been created. E-
auction drive and sale to ARCs are the other measures for recovery.

FINANCIAL INCLUSION

 PNB remains committed towards nation building and actively participated in all schemes
launched by the Govt.of India for financial & social empowerment of the masses.
 Under the PM Jan Dhan Yojana, Bank opened 130 lacs accounts and issued 97.6 lacs Rupay
Cards as on Mar’ 16. Rs 1621 Cr have been mobilized in these accounts.
 No of transactions through BC channel have increased to 298 Lacs in Mar’16 against 135 lacs
in Mar’ 15.

53
MOVE TOWARDS DIGITALIZATION

 Bank is moving towards digitalization and number of new age digital initiatives have been
introduced to provide greater ease and improved delivery of products and services to
customers.
 Concerted efforts are on to increase usage of Alternate Delivery Channels which account for
around 58% of transactions.

NEW PRODUCTS/INITIATIVES

 Towards People Development, a new Mobile App based e-Learning Platform named ‘PNB
Univ’ has been launched.
 Tab Banking has been launched for acquisition of new customers using newly set up
marketing vertical.
 Mobile App based Banking - ‘PNB Mobiease’ and ‘ATM Assist’, for a complete SMS
Banking solution and ATM related queries respectively.
 Online Opening of PPF, RD & Saving accounts introduced in Internet banking (IBS).
 Bank has become the first bank in the banking industry to start cash deposit through Micro
ATMs.
 For women development, new schemes like PNB Vanita, PNB Power Savings and Mahila
Kaushal Vikas Yojna have been launched.
 Besides, 32 ‘Women only’ branches, branded as ‘Akshaya’ opened for the women customers
only.

54
 SCHEMES OF PNB

Punjab National Bank is extensively catering to banking needs of Non-resident Indians,

Importers & Exporters particularly relating to foreign exchange business including Imports &
Exports of Goods & Services as also Remittances etc.

PNB offers various schemes / products /services relating to international banking.

the broad details there of are as under

 Foreign Currency Non-resident Deposit A/c Scheme (FD)

 Non-resident External Deposit A/c Scheme (SB/CA/FD)
 Non-resident Ordinary Deposit A/c Scheme (SB/CA/FD/RD)
 Foreign Inward Remittances – Rupee Drawing Arrangements / Speed Remittances with
Exchange Houses
 Money Transfer Schemes
 PNB-NRI REMIT Scheme

55
PNB Parivar
 PNB Parivar (HRMS Package) was implemented in the year 2006 to act as a prerequisite
to payroll processing/centralised salary requirements of our bank. Apart from providing
niche facilities viz. centralized payroll processing and employee record maintenance, it
also provides a plethora of other useful processes and functions. Some of these important
activities include Performance Appraisal, Attendance, HR Management Information
System, Training Management, Employee Selection and Promotion Process, Employee
Self-Service and Absence Management. The payroll module automates the pay process
by gathering data on employee and calculating various deductions and generating
employee pay reports.
 The training module provides a system for administering and tracking employee training
and development activities. An employee is provided with the facility of online
submission of leave, Assets and Liabilities, Performance Appraisal, Newspaper and
Petrol reimbursement undertakings and also these facilities are available to him via
Employee Self Service and can be accessed through the Internet. On the whole, the
HRMS integrates employee information pertaining to different modules into a single
point of access and management and provides a rigid and flexible framework for
providing the above mentioned services.

56
 CHAPTER 3-

OBJECTIVE OF THE STUDY

57
As this Study is based on Customer Satisfaction with reference to other factors that affect
customer satisfaction my objective to carry out this study is To study the Customer
Expectations from Saving Bank Account of Punjab National Bank. This study also helps us
to analyse that how much customers are satisfied with the services of Punjab National Bank
and it will give an idea what rae the factors that will affect the customer expectations.

NEED OF STUDY

 To analyse the expectations of customers.

 To give an brief idea of how bank can achieve the level of satisfaction of customers.
 To analyse the customer loyalty in terms of customer satisfaction.

SCOPE OF STUDY

 To Analyse the Customer level index in terms of customer satisfaction to test how
much customers are satisfied with the services of Punjab National Bnak.
 To Study the areas of improvement within the services of Punjab National Bank.
 This Study will also help us to know that how much customers are awared of
services of Punjab National Bank.

58
 CHAPTER 4 –

RESEARCH METHODOLOGY

59
Marketing research is the systematic and objective identification, collection, analysis, dissemination
and use of information for the purpose of assisting management in decision making related to the
identification and solution of problems in marketing. Marketing Research is the collection and
analysis of data from a sample of individuals or organizations related to their characteristics,
behaviour, attitudes, opinions or possessions. It includes all forms of research such as consumer and
industrial survey, psychological investigations, observations and panel studies.

It can be defined as the means of acquiring information to assist in the making of marketing
decisions under uncertainty.

It is the systematic and objective search for, and analysis of, information relevant to the
identification and solution of any problem in the field of marketing.

Marketing Research is the systematic design, collection, analysis and reporting of data and
findings relevant to a specific marketing situation facing the company.

Marketing research is often partitioned into two sets of categorical pairs, either by target market or
segment market.

 Consumer marketing research, and

 Business-to-business (B2B) marketing research

Or, alternatively, by methodological approach:

 Qualitative marketing research, and

 Quantitative marketing research

60
PURPOSE OF MARKETING RESEARCH

The main purpose of marketing research is to provide information, which will facilitate the
identification of a problem situation, and to assist in arriving at the best possible decisions when such
situations are encountered. The market research analysts provide this information to the company.

Research analysts are concerned with the potential sales of a product or service. They analyze
statistical data on past sales to predict future sales. They gather data on competitors and analyze
prices, sales, and methods of marketing and distribution. Like economists, market research analysts
devise methods and procedures for obtaining the data they need. They often design telephone,
personal, or mail interview surveys to assess consumer preferences. After compiling the data, market
research analysts evaluate it and make recommendations to their client or employer based upon their
findings. They provide a company’s management with information needed to make decisions on the
promotion, distribution, and design and pricing of products or servi

61
RESEARCH DESIGN

Before examine the research design it is important to be clear about the role and importance
of research design , we need to understand what type of research design fits within the
process of research wiz framing the question to finally the analyzing the data. Basically there
are two types of research design namely Exploratory research design and Descriptive
research design.

It gives an detailed idea of how to carry out the research process in an systematic manner and
in most effective and efficient manner. It basically involves that how to collect the data and
how to employed various tools on our research topic. It is a blueprint of whole research
process to be carried out in an systematic manner.

Research Assumption provides the opinion upon which the researcher builds the
methodology that is used in his/her research. Therefore it is important that researcher builds
the philosophical approach and position that is being adopted in the research. This could be
differently from researcher to researcher.. the researcher belief and understandings would
affect the study and research design and also influences the world as whole.

Research can be shown as a continuum with the objectivism at one end subjectivism at the
other end. Objectivism assumes that the researcher and the area being researched are
independent. This means that the researcher has the ability and capability to study the area of
research independently without being influenced by his own views. Researcher that follows
the objectivism assumption are mainly concerned with the positivist approach which was
mainly used for historically natural sciences such as biology and physics.

62
SAMPLE DESIGN

Sample Design is a road map or a framework that serves as aprimary step or a basis for
selection of a sample to be surveyed as a sample design. It affects our study of research and
our sample too. Basically sample design involves two essential aspects namely Sampling and
Estimation

Sampling Method refers to rules and procedures by which some elements of population are
included in the sample. Some common sampling methods are simple random sampling,
stratified sampling method, convenience sdampling method and quota sampling method.

Estimation refers to the estimation process for calculating the sample statistics is called the
estimator. Different sampling method use different estimators.

AREA OF RESEARCH

My Area of research process is Punjab National Bank, Bikhaji Cama Palace, New Delhi.

TARGET POPULATION

Customers of Punjab National Bank, Bikhaji Cama Palace.

SAMPLING UNIT

A Sampling unit is one of the units into which an aggregate is divided for the purpose of
sampling, each unit is regarded as individual and indivisible when the selection is made.

In this study a single respondent of Punajb National Bank is regarded as sampling unit.

SAMPLE SIZE

In this study the sample size is 203 respondents.

SAMPLING METHOD

63
Sampling Methods refers to the way that observations are selected from a population to be
selected in an sample for a sample survey Sampling Methods are of various types such as
Probability sampling method and Non Probability Sampling Method.

In this study Non probability sampling method is used namely convenience sampling method
is used as it is according to my convenience and ease of access. A convineince sampling
method is used according to researcher ease of access as the cost and time required to do non
probability sampling method is quite less as compared to probability sampling method.

I have chosen CONVINIENCE SAMPLING METHOD according to my ease of access.

64
 CHAPTER 5 –

DATA COLLECTION METHOD

65
METHOD OF DATA COLLECTION FROM PRIMARY SOURCES

For Conducting the study of Customer Satisfaction and for collecting the primary data for the
study a questionnaire was designed to have the responses of customer satisfaction from the
respondents and was filled by the respondents of Punjab National Bank and then fresh data
have been analysed for this study.

A Structured questionnaire was designed to have the responses from the respondents aboutr
their satisfaction about the saving bank services of Punjab National Bank and then collected
data have been analysed through excel.

METHOD OF DATA COLLECTION FROM SECONDARY SOURCES

The other information was gathered of the Punjab National Bank from the various sources
such as books, journals , newspapers , internet etc.

66
 CHAPTER 6 –

DATA ANALYSIS TOOLS

67
Structured Questionnaire have been used as a tool for data analysis.

Questionnaire is an inexpensive way to gather the data from a potentially large number of
people and respondents. Often they are only feasible to reach to a large number of reviewers
large enough to allow statistically analysis of the results. A well designed questionnaire that
is used efficiently can gather the information on both the overall performance of test system
as well as information on overall performance of test systems. If the questionnaire includes
demographic information on participants they can be used to correlate the performance with
the test system among the different group of users.

68
DEMOGRAPHIC INFORMATION

GENDER

MALE 143

FEMALE 60

TOTAL 203

PERCENTAGE OF MALE AND FEMALE IN SAMPLE POPULATION

MALE FEMALE 3rd Qtr
30%

70%

INTERPRETATION

From the above graph we can observe the distribution of males and females in our sample.
We can observe that there is majority of males rather than females in our sample as there are
143 males in our sample 58 females in our sample. The above frequencies corresponds to
70%males and 30%females in our sample that are the customers of Punjab National Bank.

AGE GROUP

69
 BELOW 30
69

30-40 65

40-50 36

50&ABOVE 35

AGE GROUP
BELOW 30 30-40 40-50 50&ABOVE
17% 34%

18%

32%

INTERPRETATION

Out of 203 respondents surveyed 69 (34%) people belong to the age group less than 30 and
much similar to age group of 30-040 as there are 65 (34%) respondents from that age grou.
Others remaining belong to age group of 40-50 and 50 &above as shown in above pie chart.

OCCUPATION

SALRIED 122
BUSINESSMAN 44

70
 PROFESSIONAL 15
HOUSEWIFE 4
OTHERS 18

OCCUPATION
140
120
100
80
122 OCCUPATION
60
40
44
20 18
15
4
0
ED AN AL IFE ER
S
LRI M N W H
SA ES
S SIO SE OT
IN ES U
S O F HO
BU PR

INTERPRETATION

As above graph shows that most of the respondents belong to salaried category as there are
122 respondents from that category. Housewife is the category which is least in terms of
people surveyed and 44 respondents belong to business class and 15 respondents are belong
to professional category and 18 included in others which means people are from various
occupation who cater banking services of Punjab National Bankl.

INCOME

<200000 53
200000-400000 55
400000-500000 50

71
 ABOVE 500000 45

INCOME PER ANNUM

<200000 200000-400000 400000-500000 ABOVE 500000

22%
26%

25%
27%

INTERPRETATION

From the above data we can observe that there is not much difference between income
pattern of the population as we can see that 27% of the respondents have income between
200000-400000, 25% of respondents have income between 400000-500000, 26%
respondents have more than 500000 and lastly 22% respondents are below 200000 income
per annum.

ACCOUNT HOLDERS OF PUNJAB NATIONAL BANK

SAVING BANK ACCOUNT

YES 199
NO 4

72
 ACCOUNT HOLDERS OF PNB
YES NO
1%

99%

INTERPRETATION

A s this project is related to Customer Satisfaction and Sample surveyed is Customers of

Punjab National Bank so on whole majority of people seem to have Punjab National Saving
Bank Account as 99% of the respondents have saving Bank Account of Punjab National
Bank and remaining 1 % are others who does not have Punjab national bank saving account
but they are related to Punjab National Bank in any other way.

PROCEDURE TO OPEN THE ACCOUNT

DIFFICULT TO OPEN THE ACCOUNT 58

NOT DIFFICULT TO OPEN THE 145

73
ACCOUNT
203
TOTAL

OPENING OF ACCOUNT
YES IT WAS DIFICULT NO IT IS NOT DIFFICULT
29%

71%

INTERPRETATION

As first step towards banking is to open the account, so out of 203 respondents surveyed 71%
feel that the procedure that bank follows to open the account was not so difficult as compared
to those respondents which is around 29% feel that the account opening procedure was
difficult as compared to other banks also.

AWARNESS OF DIFFERENT TYPES OF SAVING BANK ACCOUNT

88
YES
33

74
 NO
82
CANNOT SAY

AWARNESS
YES NO CANNOT SAY

40%
43%

16%

INTERPRETATION

W e can observe that most of the respondents know about different types of saving bank
account that is offered by the bank but on the other hand many people didn’t know about the
different types of saving bank account that is being offered by the bank. Also people only
knows about basic saving bank account that is offered by all the banks. But Punjab National
Bank is offering 12 types of different saving bank account for their customers

PROMPT SERVICE BY THE BANK

74
ALWAYS
97
OFTEN

75
 21
SOMETIMES
5
RARELY
6
NEVER

SERVICE DELIVERY
ALWAYS OFTEN SOMETIMES RARELY NEVER
10% 3%
2%
36%

48%

INTERPRETATION

Fron the above Pie Chart we can see that service delivery by the bank is not highly acceptable
by the respondents as 48% respondents are from often category and 36% are from always
category. Respondents from rare category are less and are similar to never category.

CHARGING UNNECESSARILY AMOUNT

36
YES THEY CHARGED
65
NO THEY DONT
102

76
 NOT AWARE

UNNECESSARY AMOUNT
YES NO NOT AWARE
18%

50%

32%

INTERPTRETATION

Out of 203 respondents 50% of the respondents are not aware that bank charges or cuts
unnecessary amount from their account, this shows that respondents are least interested in
checking the pass book when required and 32% of respondents feel that bank does not charge
unnecessary amount from their account.

SATISFACTION WITH FINANCIA;L TRANSACTIONS

60
VERY SATISFIED
130
SATISFIED

77
 13
NEVER SATISFIED

SATISFACTION WITH FINANCIAL TRANSACTIONS

VERY SATISFIED SATISFIED NEVER SATISFIED

6%

30%

64%

INTERPRETATION

Out of all the respondents surveyed we can analyse that many of the respondents are satisfied
with services being offered by the bank as there are 64% respondents that are satisfied and
remaining 30 % are much more satisfied then the expected satisfaction.

Bank should take into account 6% respondents who are not satisfied with the services being
offered by the bank.

USING ALTERNATE SERVICES OTHER THEN PNB

160
YES
40
NO
3
CANNOT SAY

78
 ALTERNATE SRVICES OTHER THEN PNB
YES NO CANNOT SAY
1%

22%

77%

INTERPRETATION

Majority of the respondents use services of the other banks as compared to the Punjab
National Bank as there are 77% respondents who use other services offered by the other
banks as compared to this bank.

FACED THE PROBLEMS WITH THE SERVICES OF PUNJAB NATIONAL BANK

36
ONCE
127
1-5 TIMES

79
 14
5-10 TIMES
3
ABOVE 10 TIMES
22
NEVER

PROBLEM FACED
ONCE 1-5 TIMES 5-10 TIMES ABOVE 10 TIMES NEVER
7% 18%
11%

1%

63%

INTERPRETATION

From the above pie chart we can analyse that there are much more chances of problem in
services of the bank as 63% respondents is having problems 1-5 times outside or within the
bank and 7% respondents have major problems in the services of Punjab National Bank. Also
1 % respondents are there who have problem again and again in the services of the bank.

RESOLVING PROBLEMS WITH REFFRENCE TOI TIME CONSTRAINTS

34
IMMEDIATELY RESOLVED
103
WITHIN 24 HOIURS
48
WITHIN 48 HOURS

80
 13
WITHIN A WEEK
5
MORE THAN A WEEK

RESOLVING PROBLEMS WITHIN TIME CONSTRAINTS

IMMEDIATELY WITHIN 24 HOURS WITHIN 48 HOURS
WITHIN WEEK MORE THAN A WEEK
2%
6%
17%

24%

51%

INTERPRETATION

According to the survey conducted 51% respondents are there whose problems have been
solved within 24 hours and 24% are there whose problems have been resolved within 48
hours and 2% are there whose problems have been resolved by the bank in a week or more
than a week.

OFFERING COMPETITIVE INTEREST RATE RELATED TO PNB BANK

187
YES
NO 16
TOTAL 203

81
 COMPETITIVE INTEREST RATE
YES NO
20%

80%

INTERPRETATION

187 respondents said that they are aware that their bank offers competitive interest rate as
compared to other banks and 16 respondents feels that bank does not offer competitive
interest rate as compared to other banks.

SATISFACTION OF ONLINE BANKING

156
YES
22
NO
25
CANNOT SAY

82
 SATISFACTION OF ONLINE BANKING
YES NO CANNOT SAY
12%
11%

77%

INTERPRETATION

From the sample of 203 77% of respondents are satisfied with services related to online
banking but on other hand 11% of respondents are not at all satisfied with services of online
banking and around 12% of respondents can’t say about online banking services.

SERVICE QUALITY OF THE BANK

40
EXCELLENT
99
VERY GOOD
59
GOOD

83
 5
DISSATISFIED

SERVICE QUALITY OF PNB BANK

EXCELLENT VERY GOOD GOOD DISSATISFIED
2%

20%

29%

49%

INTERPRETATION

Service Quality is a compassion of performance with expectations. If service quality would

be as per as customer requirement then customer will be delightful. As seen above in the pie
chart 49% respondents feel that service quality of the PNB is very good but on the other hand
2% respondents feel that service quality is not up to the mark.

84
CUSTOMER SERVICE REPRESENTATIVE

VERY SATISFIED 65

SATISFIED 75

UNSATISFACTORY 45

VERY UNSATISFACTORY 18

80
70
60
NO OF RESPONDENTS

50
40
30
20
10
0
VERY SATISFIED
SATISFIED
UNSATISFIED
VERY UNSATISFIED
Axis Title

INTERPRETATION

Out of 203 respondents most of the people were satisfied with the customer representative of
the bank which includes their knowledge about the banking services, politeness, courtliness,
resolving the problems and

85
 CHAPTER7-

FINDINGS BASED ON ABOVE

DATA

86
FOLLOWING ARE THE FINDINGS THAT HAVE BEEN ANALYSED
FROM THE ABOVE DATA AND QUESTIONNAIRE SURVEYED

 Population of Males is 70% as compared to females who are only 30%.

 Out of 210 respondents surveyed 34% are below 30 , 32% are between 30-40, 17%
are between 40-50 and 18% respondents which can be refereed as Senior Citizens are
above 50.
 Majority of the respondents are from salaried class background whereas 44
respondents are from business class family, 15 respondents belongs to professional
category and only few numbers of housewife have been surveyed in this survey, also
18 respondents belongs to other occupation category.
 In terms of Income per Annum 26% respondents are those who have annual income
of less than 200000, 27% respondents are those income between 200000-400000, also
22% and 25% respondents are there who have their annual income above 500000 and
others remaining have between 400000-500000.
 In reference with the Account Holders of Punjab National Bank 99% respondents
have account in PNB and remaining others avail the services of Punjab National
Bank.
 The bank tried to cater all the services as required by the customers.
 The procedure to open the account was not as difficult as 71% respondents feel that
service given by PNB was not so complicated but on other hand 29% respondents are
there who feel that it is difficult to open the account with PNB as compared to other
banks.
 43% respondents are there who are aware about different types of saving bank
account given by the PNB and 43 % respondents are not aware about this different
savings bank account.16% of respondents didn’t know about the different types of
savings bank account.
 48% respondents feel that they got service delivered as according to their expectations
quite often and 36% are very satisfied with the service delivered by the bank, also
10% respondents feel that they got sometimes service according to their expectations.
 In terns of unnecessary amount majority of the respondents are not awared that bank
cuts unnecessary amount from their account for services related to their bank account
and only 18% are aware of cutting unnecessary amount from their bank account.

87
 Respondents are satisfied with financial and non financial transactions that are done
by the bank but on other hand 13 respondents have given very low rating in terms of
satisfaction with their financial transactions.
 77% respondents use other bank services as compared to the Punjab National Bank
and only 22% respondents use only Punjab National Bank as relared to their banking
services.
 63% respondents have faced problems most of the time and 18% respondents have
faced problem only once but on other hand 7% respondents who have faced frequent
problems related to the services of PNB and only 1 % respondents are not satisfied
with the services as they have faced problems more than 10 times.
 Resolving problems is a bone of any organization so around 51% respondents feel
that their problems have been solves within 24 hours around 28% have felt that their
problems have been solved within 48 hours.
 80% of respondents aware that their bank gives competitive interest rate and 20 %
respondents do not about competitive interest rate.
 77% respondents are satisfied with the online banking services of PNB and 11 % are
not satisfied as related to online banking services and 12% respondents do not aware
or have found difficult to rate online banking.
 Service Quality of Punjab National Bank- 49% respondents feel that service quality of
PNB is very good and is up to the mark of their expectations , also 20% feel that it is
above expected level of service quality i.e Excellent in service quality and 29% feel
that it is good in terms of service quality and 2% respondents are very dissatisfied
with service quality of PNB.

88
 CHAPTER8-

SUGGESTIONS

FOLLOWING ARE THE SUGGESTIONS

89
 Awareness about the different types saving bank account should be raised among the
people so that they can know that PNB is offering different types of saving bank
account.
 Advertisement of Bank can be made through television and through local media so
that they can much more aware about the different types of services offered by the
bank.
 Service Stations should be raised among the branches so that waiting time can be
reduced to improve the service quality of the bank.
 Customer Representative can be recruit for the branches to solve the problems of
people immediately so that they can feel that service is up to the mark to their
expectations.
 Documentation should be made as easy as possible to reduce the account opening
time.
 Mobile Application can be a very good source to increase the awareness of other
banking services offered by the bank.
 Other benefits with Saving bank account can be introduced so that customer should
feel that their service is up to the mark.
 Although the cash deposit machines should be increased or should be install in every
branches so that waiting time can be reduced.
 Automated teller machines should be install in local languages also so that backward
class of people also able to deposit or withdraw the money.
 Digital experience should be given to the customers so that customers can configure
their services as much as possible. peer to peer payment system can be a tool for the
bank for having better customer experience and having delightful customers.

90
 CHAPTER 9-

CONCLUSIONS

91
From the study of Customer Satisfaction of saving bank account holders of Punjab National
Bank it has been that Customers have different point of view about the bank. Majority of the
customers that has been surveyed through questionnaire are satisfied with services of the
bank but on other side average number of customers are dissatisfied with services related
online banking. Banks should focus on customer experience which leads to the better
customer satisfaction so that customer should be delightful with the services which in turn
leads to the profitability of the bank. Bank should focus on customer experience rather than
increasing the customer so that they can improve customer experience which in turn leads to
customer satisfaction. On the whole customers of Punjab National Bank are satisfied with
their services but there is a need to improve customer experience so that they can achieve
delightful customer experience which can leads to increase in the profitability of the bank.

92
 CHAPTER 10-

REFERENCES

AND

BIBLIOGRAPHY

93
 BIBLIOGRAPHY

BOOKS

 Abhayankar Dipak, “International Banking and Finance”, Third edition,

Vipul Prakashan, Mumbai.

 Bhandgar P. K., “Environment and Management of Financial Services”,

Third edition, Vipul Prakashan, Mumbai.

Books:-

 Human Resouce Practices,thomson & Grey,Macmillan,2014-2015

 Training & Development procedures,C V Rao,Shiwalik publications,2015
 Aswathappa k, human resource and personal management
 Craig l.robert training and development hand book
 C.R. Kothari research methodology
 Personal manual of PNBMETLIFE
 Human resource management by insurance Institute India.

 Internet:-
 www.pnbmetlife.com
 Wikipedia
 www.yahoo.com
 www.google.com
 www.workstreaminc.com
 www.outsourcing2india.com
 www.careersindia.com

94
APPENDIX

95
QUESTIONNAIRE FOR SURVEY

A STUDY ON CUSTOMER SATISFACTION OF SAVING BANK ACCOUNT

HOLDER OF PNB BANK

QUESTIONNAIRE

 DATA GIVES PREFERENCE OF RESPONDENTS OF INSURANCE

COMPANIES
NO.OF
COMPANY’S NAME SHARE (%)
RESPONDENT

PNB MET LIFE 78 78

LIC 3 3

ICICI PRUDENTIAL 10 10
SBI LIFE 7 7
HDFC 2 2

 DATA GIVES BENEFITS OF INSURANCE PERCEIVED BY ESPONDENTS

NO.OF
BENEFITS SHARE (%)
RESPONDENTS

Cover Future Uncertainty 55 55

Tax Deductions 20 20
Future Investment 25 25

 DATA PROVIDES FEATURES OF INSURANCE POLICY THAT

ATTRACTED RESPONDENTS

FEATURE NO.OF SHARE (%)

RESPONDENTS
Money Back Guarantee 15 15

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 Larger Risk Coverance 37 37
Easy Access to Agents 7 7
Low Premium 30 30
Company’s Reputation 11 11
TOTAL 100 100

 DATA PROVIDES NUMBER OF INSURANCE POLICY TYPE RESPONDENTS

POLICY TYPE NO. OF SHARE (%)

RESPONDENTS

PNB METLIFE 75 75

NON LIFE POLICY 25 25

BOTH 45 45

 DATA GIVES PEOPLE PERCEPTION ABOUT INSURANCE

RESPONSE NO. OF SHARE (%)

RESPONDENTS

A saving tool 81 81%

A tax saving device 74 74%

A tool to protect your family 100 100%

 DATA SHOWS PEOPLES HAVING INSURANCE

RESPONSE NO. OF SHARE (%)

RESPONDENTS

Yes 70 70%

No 30 30%

 DATA SHOWS BUYING PROCESS OF THE PEOPLE

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 BUYING PROCESS NO. OF SHARE (%)
RESPONDENTS

Customer approached Insurance 45 45%

company/Agent

Company/agent approached 55 555

customer

Total 100 100%

 DATA SHOWS REASONS BEHIND FOR INSURANCE

RESPONSE NO. OF SHARE (%)

RESPONDENTS

Tax saving 80 80%

Saving / Investment 80 80.%

Family protection 100 100%

 DATA SHOWS SATISFACTION OF RESPONDENTS WITH RESPECT TO POLICY

RESPONSE NO. OF SHARE (%)

RESPONDENTS

Satisfied 60 60%

Not satisfied 40 40%

Not Responded 0 0.0%

Total 100 100%

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