A PROJECT REPORT ON

A CASE STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT

STRATEGY

A Project Submitted to
University of Mumbai for partial completion of the degree of
Bachelor of Commerce ( Accounting and Finance)
Under the Faculty of Commerce

By

LAVESH D. NICHITE

Under the Guidance of

Prof. Y. U. Shaikh

SONUBHAU BASWANT COLLEGE OF ARTS & COMMERCE,

SHAHAPUR- 421601

2021-2022

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 CERTIFICATE
This is to certify that Mr. Lavesh D. Nichite has worked and duly completed her /his Project
work for the degree of Bachelor in Commerce (Accounting & Finance) under the Faculty of
Commerce in the subject of Accounting & Finance and her/ his project is entitled, “A CASE
STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY” under my
supervision.

I further certify that the entire work has been duly done by the learner under my
guidance and that no part of it has been submitted previously for the Degree or Diploma of
any University.

It is her/ his own work and facts reported by her/ his personal findings and
investigations.

Prof. Y. U. Shaikh
Internal Examiner

Date of Submission : External Examiner

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 Declaration

I the undersigned Mr. Lavesh D. Nichite here by, declare that the work embodied in
this project work titled “ A CASE STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT
STRATEGY” forms my own contribution to the research work carried out under the guidance of
Prof. Y. U. Shaikh is a result of my own research work and has not been previously submitted to
any other University for any Degree/Diploma to this or any other University.

Wherever reference has been made to previous works of others, it has been clearly indicated
as such and included in the bibliography.

I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.

Mr. Lavesh D. Nichite

Certified By,

Prof. Y.U. Shaikh

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 Acknowledgement
To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.

I would like to acknowledge the following a being idealistic channels and fresh dimensions in
the completion of this project.

I take this opportunity to thank the University of Mumbai for giving me chance to do this
project.

I would like to thank my Principal, Dr. Anil Singh for providing the necessary facilities
required for completion of this project.

I would also like to express my sincere gratitude towards my project guide Prof. Y. U.
Shaikh whose guidance and care made the project successful.

I would like to thank my College Library, for having provided various reference books and
magazines related to my project.

Lastly, I would like to thank each and every person who directly or indirectly helped me in
the completion of the project especially my Parents and Peers who supported me throughout
my project.

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 Index.

Sr. No. Particulars Page No.

Chapter 1. Introduction.
Introduction of banking. 10

1.1 Types of Banks. 10

1.2 Evolution of Banks. 12

1.3 History of Bank. 12

1.4 Public Sector Banks in India. 13

1.5 Banking Merger In India.

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Meaning of Merger.
1.6 Benefits of Mergers. 15

1.7 Role of Public Sectors Banks In India. 15

1.8 Problems in Public Sectors Banks In India. 16

1.9 16
Customer Focus Over The Decades.

1.10 17
Banking Services.

1.11 Investments/developments. 18

1.12 Charter Tics Of Public Sector Bank. 19

Chapter 2. Research Methodology. 21

22
Introduction.
2.1 Objectives of the study. 22

2.2 Statement of problem. 23

2.3 Need for the Study. 23

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 2.4 Scope of the Study. 24

2.5 Limitation of the Study. 24

2.6 Purpose of study. 25

2.7 Public Sector Banks. 25

2.8 Hypothesis. 26

2.9 Research Methodology. 26

2.9.1 Methods Of Data Collection.

2.9.2 Sampling Plan2.7.1 Sampling Plan.

2.9.3 Tools Of Data Collection. 27

2.9.4 Sample unit.

2.9.5 Sample Size.

Chapter 3. Review of literature. 28

Introduction and Reviews. 29

Chapter 4. Data analysis and interpretation. 33

Chapter 5. Conclusion, findings and suggestion. 64, 65, 66

Bibliography and webliography 67, 68

Annexure.
“A study on customer behaviour towards
banking services with special reference to
public sectors banks in thakurli area.” 69

Questionnaire

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 List OF Tables.
SI. Title Of The Table Page No.
NO.
1 Age 42
2 Education 43
3 Occupation 44
4 Gender 45
5 Martial status 46
6 Do you have bank account? 47
7 In which do you have account? 48
8 Which of the following services are you using? 49
9 Which attribute of the bank do you value the most? 50
10 Which factors promotes you to use the new services in 51
banking
11 Are you aware about services provide by bank? 52

12 Which are the services you use the most? 53

13 How, frequently do you use the banking services per 54
month?
14 Are you satisfied by the services provided by your 55
banks?
15 Are you satisfied with the internet banking services 56
provided by banks?
16 Do your banks provide you core banking facilities? 57
17 Do you use the regular services of banks? 58
18 Which of the following facilities is giving more 59
important in your bank?

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20 What are difficulties faced by you while doing banking 60
transaction?
21 How is overall quality of services provided by banks? 61
22 Are you satisfied with ATM services provided by bank? 62
23 Have you faced any problem with ATM usage? 63
24 If yes, nature of problem faced? 64
25 Are you satisfied with internet bank service? 65
26 Have you faced any problem with internet banking 66
usage?
27 If yes, nature of problem faced? 67
28 Are you satisfied with loan facility provided by bank? 68
29 Are you satisfied with interest rate charge by bank? 69
30 Are you aware all terms and condition? 70

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Chapter 1 Introduction.

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Chapter 1. Introduction.
1. Introduction of banking
A bank is a financial institution licensed to receive deposits and make loans. Two of the
most common types of banks are commercial/retail and investment banks. Depending on
type, a bank may also provide various financial services ranging from providing safe deposit
boxes and currency exchange to retirement and wealth management. bank is defined as the
business activity of accepting and safeguarding money owned by other individuals and
entities, and then lending out this money in order to conduct economic activities such as
making profit or simply covering operating expenses.
A bank is a financial institution which accepts deposits, pays interest on pre-defined
rates, clears checks, makes loans, and often acts as an intermediary in financial transactions.
It also provides other financial services to its customers.
Banking is the business activity of a bank. Simply, any activity carried out by a bank
for business purpose is called banking. Acceptance savings, lending money, leasing proof
purpose properties to needy people, paying for cheques, providing mortgage facilities,
activity on to standing orders, statements of introductions, providing safety lockers facilities
for valuable things, providing overdraft facilities to current account holders, activity as
institutions investors in financial market, issuing „letter of credit‟ in the business of import
and export, act as money changer, issuing travellers cheques are some of the activities carried
out by modern banks in the banking industry. Now a days, banking can be done through
internet, which is called as online banking. A bank is a financial institution and a financial
intermediary that accepts deposits and channels those deposits into lending activities, either
loan directly by loaning or indirectly through capital market.
1.1 Banking Regulation Act, 1949
As per Section 5(b) of Banking Regulation Act, 1949
Banking means the accepting, for the purpose of lending or investment, of deposits of
money from the public, repayable on demand or otherwise, and withdraw able by cheque,
draft, order or otherwise.
As per Section 5(c) of Banking Regulation Act, 1949
“Banking Company" means any company which transacts the business of banking in India.

1.1 Types of banks.

1. Central Banks.

In terms of banks, the central bank is the head honcho. Central banks
manage the money supply in a single country or a series of nations. They supervise
commercial banks, set interest rates and control the flow of currency.

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2. Commercial banks:
Although there are some types of commercial banks that help
everyday consumers, commercial banks tend to concentrate on supporting businesses.
Both large corporations and small businesses can turn to commercial banks if they
need to open a checking or savings account, borrow money, get access to credit or
transfer funds to companies in foreign markets. There are three types of commercial
banks i.e. public sectors , private sectors and foreign banks.

i. Public sectors banks:

Public sector banks are those where majority of the stake in the bank
is held by government. Where as in private sector bank, majority is held by share
holders of the bank.

ii. Private sectors:

In these banks, most of the equity is owned by private bodies,
corporations, institutions or individuals rather than government. These banks are managed
and controlled by private promoters.

iii. Foreign banks:

A foreign bank is a banking company which is incorporated and head
quartered outside India and the controlling persons are resident outside India. It is
also possible that foreign bank may constitute a subsidiary company in India and
may be incorporated in India.

3. Cooperative Banks:
Cooperatives can be either retail banks or commercial banks. What
distinguishes them from other entities in the financial system is the fact that they‟re
typically local or community-based associations whose members help determine how
the business is operated. They‟re run democratically and they offer loans and banks
accounts, among other things. They‟re popular in countries throughout the world and
in the U.S. they usually take the form of credit unions.

4. Development banks:

Development banks are specialized financial institutions. They provide

medium and long-term finance to the industrial and agricultural sector. They provide
finance to both private and public sector. Development banks are multipurpose
financial institutions. They do term lending, investment in securities and other
activities. They even promote saving and investment habit in the public.

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 1.2 Evolution of Banks.

Bank management governs various concerns associated with bank in order to maximize
profits. The concerns broadly include liquidity management, asset management, liability
management and capital management.

 Barter system re placed by money which made transaction uniform.

 Uniform laws were setup to increase public trust.

 Centralized banks were setup to govern other banks.
 Book keeping was evolved from papers to digital format with the introduction of
computers.
 Internet banking came into existence with development of internet.
 ATMs were setup for easier withdrawal of funds.

1.3 History of Bank.

Modern banking in India originated in the last decade of the 18th century. Among
the first banks where the Bank of Hindustan which was established in 1770 and liquidated in
1829-32; and the general Bank of India, established in 1786 but failed in 1791.
The largest and oldest bank which is still in existence is the State Bank Of India(SBI).
It originated and started working as the Bank of Calcutta in mid-June 1806. In 1809 it was
renamed as the Bank of Bengal. This was one of the 3 name banks founded by a presidency
government. The other 2 banks where the banks of Bombay in 1840 and the banks of madras in
1843. The 3 banks are merged in 1921 to form the Imperial Bank of India , which upon India‟s
Independence, became the State Bank of India in 1955. For many years the presidency banks had
acted as quasi-central banks, as did their successors. Until the Reserve Bank of India was
establish in 1935. Under the Reserve Bank of India Act, 1934.
In 1960, the State Bank of India as given control of eight state-associated banks
under the State Bank of India (Subsidiary Act Bank) Act, 1959. These are also now called is
associate banks. In 1969 the Indian government nationalised 14 major private banks. One of the
big bank was Bank of India. In 1980, 6 more private banks were nationalised. These nationalised
banks are the majority of lenders in the Indian economy. The Indian Banking Sectors is broadly
classified into scheduled and non- scheduled banks. The scheduled banks are those included
under the 2nd schedule of the RBI Act,1934.
The schedule banks are further classified into: Nationalised Bank; State Bank Of India
and its associates; Regional Rural Banks (RRBs); Foreign Banks; and other Indian Private Sector
banks. The term commercial bank refer to both scheduled and non- scheduled commercial bank
regulated under the Banking Regulations Act, 1949.
Generally the supply, product range and reach of banking in India is fairly mature-
even though reach in rural India and to the still remains a challenge. The government has
developed initiatives to address this through the State Bank of India expanding its branch
network and through the National Bank For Agricultural and Rural Development (NABARD)
with facilities like micro finance..

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1.4 Public sectors Banks in India.
Public Sector Bank is the bank that is owned by the Government or is the major
shareholder of more than 51% on the bank.RBI regulates the banking sector. The merger
will help in increasing the productivity, efficiency and boosting the six year low economy
along with reducing the number of bad loans and NPA‟s. In the past year 10 Public Sector
Banks were merged into 4 banks. As of now the country has 12 public Sector Banks. In
the month of August 2019, the Finance Minister of India MS. Nirmala Sitharaman has
announced to merged 10 Public Sector Banks into four entities. The basic logic behind
this merger is to increase the global competitiveness of the Indian banks. Now the total
Public Sector Banks reduced to 12 from 27 in 2017 in India.

The public sector banks in India operation:-

(i) In a highly deposits can no longer be expected. Competitive

environment with competition from non-banking financial
institution.

(ii) Foreign banks intensifying walk business for Indian banks in

respect of deposits can no longer be expected.

In order to survive in these days of fierce competition public sector banks have to apply:

(a) Marketing approach product differentiation is often employed as a major technique to

survive in a competitive market.

(b) Each bank follow different procedure it is very difficult to follow the customers.

Even through the customer is well educated some time high technology banking
services hesitate the customer for the transaction.

For the effective banking transaction the banks should have

(i) good communication.

(ii) Soft skill must need.
(iii) The bank management need to educate the employees for the banking activities
and process universal banking procedure can help the customer for the better
transaction.

List of public sector banks in India 2020.

Name of the bank Established Head quarter

Bank of India 1906 Mumbai
Bank of Baroda 1908 Varoda
Bank of Maharashtra 1935 Pune
Canara bank 1906 Bengaluru
Central bank of India 1911 Mumbai

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Indian bank 1907 Chennai
Indian overseas bank 1937 Chennai
Punjab and Sind bank 1908 New Delhi
Punjab national bank 1894 New Delhi
State bank of India 1955 Mumbai
UCO bank 1943 Kolkata
Union bank of India 1919 Mumbai

1.5 Banking Merger In India

In the month of August 2019, the Finance Minister of India MS. Nirmala Sitharaman has
announced to merged 10 Public Sector Banks into four entities. The basic logic behind this
Sector Banks reduced to 12 from 27 in 2017 in India. Before analyzing the merger of the 10
banks; we need to know the meaning of the merger to understand the topic easily.

Meaning of Merger;

The merger is the process by which two or more companies decide to come together and
merge together and created a new company often with a new name rather than remain
separately owned and operated. The merger helps in reducing the weakness and get a
competitive edge in the market. In the merger process, the merging companies share
information related to debt, resources, technology, and assets etc.

With each other. Now we are in the position to know all four mergers separately;

Merger Number 1: PNB+OBC+UBI

Oriental Bank of Commerce (OBC) and United Bank of India (UBI) are merged with the
Punjab National Bank (PNB). So after this merger now the PNB will be the second-largest
Public Sector Banks of India after the State Bank of India in terms of the branch network. Its
total branches would be 11,437 and the total Business of the PNB would be Rs. 17.95 lack
crore.

Merger Number 2: Syndicate Bank+ Canara Bank

Syndicate Bank is merged with the Canara Bank. After this merger; the Canara bank would
be the fourth largest Public Sector of India. The total business of Canara would be 15.20 lac
crore with a branch strength of 10,342.

Merger Number 3: Andhra Bank+ Corporation Bank+ Union Bank of

India

Andhra Bank and Corporation Bank are merged with Union Bank of India. This merger
would make Union Bank of India 5th largest Public Sector Bank. This merger would have the
potential to increase the post-merger bank‟s business by 2-4.5 times. After this merger, the

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total business of Union Bank of India would be Rs. 14.59 lac crore while total branches
would be 9,609.

So after the merger of these two banks the size of business would get doubled which would
increase their global competitiveness.

1.6 Benefits of merger.

1. After these mergers, the lending capacity of the Public Sector Banks will increase and
their balance sheet would also be strong.

2. These big banks would also be able to compete globally and increase their operational
efficiency by reducing their cost of lending.

3. India needs investment in huge quantities to turned India into a 5 trillion economy. If
banks have sufficient money to fund big projects than the economic development of the
country would speed up.

So after the merger of the 10 PSBs in the four major banks seems a good step in ensuring the
availability of the money for the investment purpose in the country.

1.7 Role of public sector Banks in India:

After the attainment of independence and the advent of Planning, there has been a
progressive expansion in the scope of the Public Sector. The passage of Industrial Policy
Resolution of 1956 and the adoption of the Socialist Pattern of Society as our national goal,
further led to deliberate enlargement of the role of public sector. To understand the role of the
Public Sector, we must have an idea about its size in the context of the Indian economy. For a
comprehensive view of the entire Public Sector, we should cover besides autonomous
corporations, the departmental enterprises. While doing so, not only the enterprises owned
and run by the Central Government be covered but the enterprises run by the State
Governments and local bodies should also be included. Secondly, it would not be appropriate
to use any single measure to estimate the size of the public sector; rather it would be desirable
to use quite a few indicators, e.g., employment, investment, value of output, national income
generated, savings, capital formation and capital stock.

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1.8 Problems in Public Sector banks:

Even though the public sector is going in a correct path, some problems and short comings
are there. The main short comings are as follows:

1. Heavy losses.

2. Influence of political factors.

3. Work delays.

4. Over capitalization.

5. Pricing policy.

6. Use of resource manpower.

7. Control over employees.

8. Inefficient management.

9. Higher capital intensity leading to lower-employment generation.

10. capacity utilization.

1.9 Customer Focus Over The Decades.

Customer are now demanding multiple channels through which they can interact with their

providers including (i) Face to face contact (ii) Phone (iii) Websites e-mail mobile device etc.

Which has forced the banking sector to explore new distribution channels, so that ordinary

customer which have more information about multiple banking products than even before.

This is aimed not only to present the customer from taking their business elsewhere but also

to ensure that they are offered the product and services that are most appropriate and most

likely to result in new revenue for the bank. There is a phenomenal change and paradigm

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shift towards customer focus over the past five decades. The banking business found standing

on the pillars of customer‟s satisfaction it is pertinent that policy makers and branch manager
think over the problem on priority basis.

DECADE-FOCUS ON CUSTOMER

1950-1960 - Satisfying the customer

1960-1980 - Serving the customer

1980-1990 - Pleasing the Customer

1990-2000 - Delighting the customer

2000 and beyond - Retaining the customer

1.10 Banking Services:-

In the recent changing scenario, the role of banks is very important for the growth and
development economical conditions of the country. Banking Sector is offering traditional and
other service as under:

o Regular Saving and current accounts

o Regular fixed deposits
o ATM service
o Credit card
o Debit card
o Demat account
o Student bank account
o Special non- resident Indian service
o Home loan, vehicle loan
o Tele and internet service
o Online trading
o Business multiples account
o Insurance
o Relief bonds and mutual funds
o Loans against shares
o Retail banking
o Special deposit scheme
o Senior citizen

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 o special deposit scheme
o Other facilities for customers.

1.11 Investments/developments:

Key investments and developments in India‟s banking industry include:

 In October 2019, the Department of Post launched the mobile banking facility for all
post office savings account holders of the CBS (core banking solutions) post office.
 Deposits under Pradhan Mantri Jan Dhan Yojana (PMJDY) stood at Rs 1.06 lakh
crore (US$ 15.17 billion
 In October 2019, Government e-Marketplace (GeM) signed a Memorandum of
Understanding (MoU) with Union Bank of India to facilitate a cashless, paperless and
transparent payment system for an array of services.
 Transactions through Unified Payments Interface (UPI) stood at 1.15 billion in
October 2019 worth Rs 1.91 lakh crore (US$ 27.33 billion).
 In August 2019, the government announced the major mergers of public sector banks
which included United Bank of India and Oriental Bank of Commerce to be merged
with Punjab National Bank, Allahabad Bank will be amalgamated with Indian Bank
and Andhra Bank and Corporation Bank will be consolidated with Union Bank of
India.
 The NPAs (Non-Performing Assets) of commercial banks has recorded a recovery of
Rs 400,000 crore (US$ 57.23 billion) in last four years including record recovery of
Rs 156,746 crore (US$ 22.42 billion) in FY19.
 The board of Allahabad bank approved the merger with Indian bank for the
consolidation of 10 state-run banks into the large-scale lenders.
 As of September 2018, the Government of India launched India Post Payments Bank
(IPPB) and has opened branches across 650 districts to achieve the objective of
financial inclusion.
 The total value of mergers and acquisition during 2017 in NBFC diversified financial
services and banking was US$ 2,564 billion, US$ 103 million and US$ 79 million
respectively @.

The total equity fun ding‟s of microfinance sector grew at the rate of 42 year-on-year to Rs
14,206 crore (US$ 2.03 billion) in 2018-19.

Government Initiatives

 As per Union Budget 2019-20, the government has proposed fully automated GST
refund module and an electronic invoice system that will eliminate the need for a
separate e-way bill.
 Under the Budget 2019-20, government has proposed Rs 70,000 crore (US$ 10.2
billion) to the public sector bank.
 Government has smoothly carried out consolidation, reducing the number of Public
Sector Banks by eight.

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  As of September 2018, the Government of India has made the Pradhan Mantri Jan
Dhan Yojana (PMJDY) scheme an open ended scheme and has also added more
incentives.
 The Government of India is planning to inject Rs 42,000 crore (US$ 5.99 billion) in
the public sector banks by March 2019 and will infuse the next tranche of
recapitalisation by mid-December 2018.

Achievements

Following are the achievements of the government in the year 2017-18:

 As on March 31, 2019 the number of debit and credit cards issued were 925 million
and 47 million, respectively.
 As per RBI, as of October 25, 2019, India recorded foreign exchange reserves of
approximately US$ 442.58 billion.
 India ranks among the top seventh economies with a GDP of US$ 2,73 trillion in 2018
and economy is forecasted to grow at 7.3 per cent in 2018.
 To improve infrastructure in villages, 204,000 Point of Sale (PoS) terminals have
been sanctioned from the Financial Inclusion Fund by National Bank for Agriculture
& Rural Development (NABARD).
 The number of total bank accounts opened under Pradhan Mantri Jan Dhan Yojana
DY reached 333.8 million as on November 28, 2018.

1.12 Charter tics of public sector bank.

These undertakings are owned and operated by the Central and State Governments. The main
characteristics of public sector undertakings are given below:

1. State Ownership:
Public undertakings are fully owned by the Government or some public authority. For

example, Reserve Bank of India is owned by the Central Government while Delhi Transport

Corporation is owned by the Government of Delhi State.

2. Government Control:
The ultimate control of a public sector undertaking lies with the Government.

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3. Service Motive:
The primary objective of a public sector undertaking is to render service to the public at

large. In order to serve the public, it may even incur loss. For example, the Food Corporation

of India provides food grains to the public at subsidised prices.

4. State Financing:
The Government provides the capital and funds through appropriations from its budget. The
government may also provide loans from time to time from the State exchequer.

5. Bureaucratic Management:
The management of public sector undertakings is bureaucratic in the sense that their
operations are governed by certain rules and regulations prescribed by the Government.

6. Public Accountability:
Public sector undertakings are accountable to the public at large for their performance and

results. The annual audit of these undertakings is conducted by the Comptroller and Auditor

General of India. Moreover, their annual reports are subject to discussion in the Parliament or
the State legislature.

7. Autonomy:
Public Enterprises function with utmost autonomy under given situations. They are free from

day to day interference in their affairs and management.

8. Coverage:
The public enterprise traverses all areas and activities. There is hardly any field of activity,
which is not covered by the operations of public enterprises.

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Chapter – 2.

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Chapter 2 Research Methodology.

Introduction.

Research Methodology is a way to systematically show the research problem . It

may me understood as a science of studying how research is done scientific. It is necessary

for the researcher to know not only the research methods but also the methodology.

This sections includes the methodology which includes, the research design ,

objectives of study, scope of the study along with research methodology and limitation of

study etc.

Any discussion on financial Investments attracts attention of individuals. The

discussion can be between individuals or it can be an expert‟s advice on the television

channel or internet or any other media of interest. Women by nature are savers and with a

continuous increase in the number of working women, the number of women investors is on a

rise. A study on the investment behaviour and savings pattern of employed women will of

great interest to all those who are involved in research, financial intermediaries and product

creators.

2.1 Objectives of study.

This research study tries to cover the following objectives.

1.) To study a customer behaviour towards banking services with special reference to
public sector banks in thakurli area.

2.) To study the role of services in providing excellent customer behaviour in banking.

3.) To identify the most important factor in customer services public sector bank.

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4.) To verify the customer satisfaction towards the services given by public sectors.

5.) To analyse the problems involved in banking transaction.

6.) To suggest suitable remedial measure to improve their services.

2.2 Statement of problem.

In thakurli area there are more public sector and private sector banks were functioning.

The investigator have chosen this topic to study about banking services provided by

public sector banks there is a problem of n1)Abnormal delays in receiving and 2)

marketing payment 3) Customers have to wait in definitely without any body attending to

them properly at the counter. This leads to frustration among customers. The procedures

laid down at the banks are lengthy and also it was not easy to follow by them. Even the

issue of cheque book takes twenty to thirty minutes because the banks officers is always

busy with cheque and vouchers and registers, updating of pass book also takes long time.

The present customer services systems lacks motivation and initiatives, these adversely

affect the customer service.

2.3 Need for the Study.

Banking is a key industry in the service sector and it will not be an exaggeration to call it

the financial nerve centre of the economy. The Indian banking system has the largest

branch network spread over a vast area. of the economy. The Indian banking system has

the la In the era of cut throat competition, the survival of any bank depends upon the

satisfied customers. Customer satisfaction is the state of mind that customers have about a

bank when their expectations have been met or exceeded over lifetime of the services. Its

is need to understand the customer perception about the various services provided by

23
various public sectors banks and awareness about services provided by public sector

banks. To understand the problem faced while using the services to understand the quality

of services provided to them. To understand the satisfaction level of customer.

2.4 Scope of the Study.

The scope of study is limited to the general public in thakurli due to time constraints.

This research is among 60 general residing in thakurli area. This study focuses on the

relationship between socio-demographic characteristics like age, income, qualification

Etc., the study deals with quality data- views, opinions and perception etc. of the people

which may vary from time to time. It analyses source of awareness , factor affecting and

satisfaction of customer towards banking services provided by public sectors banks in

thakurli area.

2.5 Limitation of the Study.

1. It is assumed that all the information provided by the respondents is true or false

2. Time was the main constraint as far as the depth of the project is concered. It

would be unfair to assume that the sufficient amount of data has been collected

with such a limited frame.

3. The data collected is done from limited geographical area i.e. the areas of thakurli

(e) hence the findings and conclusion have got their own limitation.

4. The sample size is limited to 60 respondent which very small therefore result may

not be generalise.

5. The information given by respondents may be biased because some of them

might be not interested to give correct information.

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 6. An interpretation of this study is based on the assumption that the respondents

have given correct information.

7. Some people may give answer on the bases of their personal view.

2.6 Purpose of study.

The purpose of the study is know the survey and findings on behaviour of customer towards

services provided by public sector banks in thakurli area. To see the awareness and

perception about the services and level of satisfaction of the customer regarding the services.

2.7 Public Sector Banks :

Major Advantages :

1 Relative safety: Not to suggest private sector banks are not safe but banking itself is a risky
business and collapse of private banks is more common than we think. Having the Indian
government‟s backing, public sector banks are almost unlikely to fail.

2 Accessibility: Public sector banks have a vast network of branches, especially even in
remote rural and semi urban locations. Most of the private sector banks have limited number
of branches, which are mostly concentrated in Metro and Urban regions.

3 Affordability: The requirements like minimum balance etc are comparatively less in public
sector banks and it must be far more easier for people from lower and middle income people
to open and maintain their accounts in public sector banks than private sector banks, where
these requirements are more stringent and costlier. Most of the fees and service charges of
public sector banks are also relatively less than private sector banks.

Major Disadvantages :

1 Customer Service: The services in public sector banks are relatively slow and somewhat
inefficient (partly because the employees have to deal with a larger number of customer and
under limited logistical support) than in private sector banks. Due to strong unionisation and
assured job security, staff of public sector banks are likely to be more lethargic, unresponsive
and sometimes even discourteous to customers compared to their counterparts in private
sector. (This point is mostly valid only in Metro and Urban branches. Otoh, one can get a
more personalised and friendly services from the staff at the rural and small town branches of
public sector banks.

2 Slow Decision making: The processing of loan applications are likely to take
inordinately long time and bogged down in interminable procedural bottlenecks in public
sector banks whereas these processes are much more faster and efficient in private sector
banks.There is a common misconception that public sector banks lag behind private
sector banks in adopting latest technological advances. Now there is no difference in this

25
 respect between public and private sectors, though the employees of public sector banks
may be a tad less tech savvy than their private sector counterparts.

2.8 Hypothesis.

H0 - To verify that the customers are satisfied by the services provided by public sector

banks.

H1- to verify that the customers are not satisfied by ther services provided by public sectors

banks.

H2- the level of awareness about banking services provided public sector banks in thakurli is

low.

H3- the level of awareness about banking services provided public sector banks in thakurli is

not low.

2.9 Research Methodology.

The study covers both primary and secondary data. The primary data collected by

interview method through the well structured questionnaire. Its based on customer of

public sector in thakurli area. general public who using the services .the study primarily

focuses on customer satisfaction , awareness and perception.

2.9.1 Methods Of Data Collection.

Respondents of various age groups with different educational background and employed

in various sectors with varied experience level were approached to fill up the

questionnaire. The respondents were primarily employed in public, private, government

26
and some business were also approached for the survey who are using services of public

sector banks. Questionnaire was prepared on google forms and link were send by mail.

2.9.2 Sampling Plan2.7.1 Sampling Plan.

In order to have wider group of respondents suitable for the study , the

respondents where chosen from those employed in different sectors and belonging to

different age groups and educational back ground. The general public who are using the

public bank service.

2.9.3 Tools Of Data Collection.

Personal survey method with the help of a self – constructed questionnaire was

administered to collect primary data from the respondents. Questionnaire contain

demographic profile of the respondents, and also related to the product awareness about

the various services provided by public sector banks. \

Multiple response questions were used to collect information about current

investment by the respondents and their awareness about commonly available financial

products. Questions related to tax savings were also included. It is observed that

respondents were restraining from disclosing monthly income, but comfortable to indicate

the range in annual income. The respondents very hesitating to disclosed their investment

decision details as they felt it was too confidential the questionnaire contain 25 question

in it.

2.9.4 Sample unit. In this research is conducted for general public.

2.9.5 Sample size. For the purpose of this study I have collected 60 women

respondents.

27
Chapter 3 Review of literature.

28
Chapter – 3 Review Of Literature.

Introduction

Literature review is the process of going through the articles related to the topic of

research topic, which are published in journals, online databases, magazines, newspapers,

books or any other source of information including online sources. Literature review helps

researcher to know and understand the findings and views of earlier researches who have

carried out research in an area similar or related to topic of study. It also helps in

understanding the data collection methods and the statistical tools used for analysing the data.

The key findings and the conclusion drawn by researchers are of great help for any new

researcher. It helps us the researcher to find research gaps, which could be taken up for

further studies.

A large body of literature is available in the area of investment related to

institutional investment pattern, portfolio construction methods, portfolio performance

evaluation, retirement planning, product preferences and many more associated topics.

Studies have been carried out by researchers on the gender differences in allocation of assets,

constituents of domestic savings, saving behaviour of household, gender differences in

knowledge about financial investments, investors risk tolerance, investors perception of

various financial products.

A literature review creates a "landscape" for the reader, giving her or him a full

understanding of the developments in the field. "In writing the literature review, the purpose

is to convey to the reader what knowledge and ideas have been established on a topic, and

what their strengths and weaknesses are. The literature review must be defined by a guiding

concept (eg. your research objective, the problem or issue you are discussing, or your

29
argumentative thesis). It is not just a descriptive list of the material available, or a set of

summaries.

Literature reviews are one of the most critical elements of any lengthy piece of social

research as it forms the backbone of the wider theoretical base of any topic. In terms of the

process of writing any longer study, the literature review is essential for grounding the topic

and seeing, through the work of others, what issues related to the potential topic are most

worth exploring and where the largest areas of contention, agreement, or discord lie among

scholars and other researchers. Some of the most insightful studies carried out in India and

outside are given below.

1.) DR. K.ALAGARSAMY*; S.WILSON** February 2013 A STUDY ON

CUSTOMER BEHAVIOR TOWARDS BANKING this study concludes that The

banking sector has under gone many changes the new economic policy based on

privatization, globalization and liberalizations adopted by government of India.

Customer is the king in the present day banking. Since the banks are providing tailor

made services to the changing needs of the ultra modern customer to face their stiff

competition from the rival banks. Today the customer services preference keep on

changing at a rapid speed and their demands. For the banking sector challenging and

tough job for the bankers in retaining the existing customer base and winning new

customer. The aim of the bankers is to make the customers comfortably and happy to

achieve their targets. To achieve the highly challenging task of customers satisfaction

bankers turning to technology for help. Bankers are not only satisfying the customer

but should also trigger to attitude of the customers towards the bank. Each bank

follow different procedure it is very difficult to follow the customers. Even though the

customer is well educated some time high technology banking services hesitate the

customer for the transaction. For the effective banking transaction the banks should

30
 have good communication, soft skill must need. At every level of delaying with the

bank the customer the bank management need to educate the employees for the

banking activities and process. Universal banking procedure can help the customer for

the better transactions.

2.) Safeena etal (2010) determine customer perception on internet banking adoption the

study show that perceived usefulness, perceived ease of use . consumer awareness and

perceived risk are the important determinant of online banking adoption and have

strong and positive effect on customer to accept online banking system.

3.) Sathiyavali G(2011) determined the customer „s perpection of services quality of the

selected branches of SBI and study the major factor responsible for this satisfaction.

4.) Molina ,A., Martin , consuegra and D – Esteban . A (2007) relational benefits and the

customer satisfaction in retail banking International journal of bank marketing ,25(4),

253. 27

5.) Ms linda mary Simon (2012) a study on customer perception towards services

provided by public sector and private sector bank in coimbatro region reveals that

private banks provides better services to its customer provides better services to its be

customer than the public sector bank. It is evident that public sectors banks have a

strong presence in the market . but in the market . but in recent times they are facing

stiff competition from private sectors banks in the range and quality of services

offered.

6.) ME. Doddaraju (2013) presented a study on customer satisfication towards public and

private sector banking services with special reference to anantpur district Andhra

Pradesh conclude that satisfaction level with regard to public sector units courtesy

shown by bank staff at the counter is very low. Therefore, the banks should pay

special attention to “human Resource development.” By giving timely training to the

31
 conduct themselves better and the performance of the banks so it is important for

banks to consider satisfaction of the banks. So it important for banks to consider

satisfaction of the customer as a relationship marketing strartegy.

7.) MS. PALLAVI GUPTA*; DR. CHHAYA MANGAL MISHRA**;DR. TAZYN

RAHMAN***AUGUST 2013 conclude that When the private sector banks are

compared with public sector banks, Private Banks score more in all the 22 parameters

considered for this study. Private Banks seems to have satisfied its customers with

good services and they have been successful in implementing tangible factors like

modern equipment, infrastructural facilities, quality of materials used etc. Private

sector Banks have been successful in achieving a satisfying relationship with

customers however public sector banks have to improve a lot in this area. Most of the

respondents felt that the employees of the private banks are very keen to satisfy their

customers. On the other hand customers of nationalized banks felt that the employees

were least bothered about their customers. Private Banks customers feel that their

banks take due consideration about their convenience and are ready to cope up with

their preferences of working hours. Although in this study it was attempted to cover

all aspects of service quality, there may be certain aspects that may have been omitted

or that may become relevant as new trends in banking evolve. In future research,

customers may reveal new aspects of service quality in retail banking that are

important to them, and these would have to be incorporated in the scale so as to

further explore the concept of service quality in the retail banking arena.

32
Chapter 4 Data analysis and interpretation.

33
 Table no 1
Age
Age No. of respondents Percentage

Below 20 5 8.03%

21- 40 years 40 66.07%

41 – 60 years 10 16.07%
Above 60 years 5 8.03%

No. of respondents

Below 20
21- 40 years
41 – 60 years
Above 60 years

Findings :
From the above diagram it shows that the age group of below 20 years old
people are 8.03%, 21-40 years are 66.07%, 41-60 years are 10 and above 60 are
8.03%.

Interpretation:
As survey shows there are the age group of 21-40 years are using more banking
services.

34
 Table no 2
Occupation
Particulars No. of respondents Percentage

Govt employee 9 15%

Corporate employee 27 45%
Self employee 20 33.03%
Business 4 6.07%

No. of respondents

Govt employee
Corporate employee
Self employee
Business

Findings:
From the above diagram shows that 15% respondents are govt
employees 45% respondents are corporate employees 33.03%
respondents are self employee and 6.07% respondents are business.

Interpretation:
From the above survey it can seen that majority of respondents are corporate
employee and self employee who use all banking services.

35
 Table no 3
Educational qualification
Particulars No. of respondents Percentage
Under graduate 4 6.07%

Graduate 39 65%

Post graduate 17 28.09%

No. of respondents

Under graduate
Graduate
Post graduate

Findings:
The above diagram shows that 6.07% respondents are under graduate 65%
respondents are graduate and 28.09% respondents are post graduate.

Interpretation:
From the above survey it can be seen that majority of respondents are graduate
and post graduate who are aware about about the banking services.

36
 Table no 4
Gender
Gender No. of respondents Percentage

Male 22 36.07%

Female 38 63.03%

No. of respondents

Male
female

Findings:
From the above survey shows that 37.07% male and 63.03% female who are
aware about all services provided by bank.

Interpretation :
As survey shows the female are more aware about services provided by banks.

37
 Table no 5
Matrial status
Particulars No. of respondents Percentage
Married 32 53.03%

Unmarried 28 46.07%

No. of respondents

Married
Unmarried

Findings :
Above diagram shows the 53.03% respondents are married and 46.07%
respondents are unmarried who are aware about banking services.

Interpretation:
From the above survey we can say that married are more about the banking
services.

38
 Table no 6
Do you have bank account?
particulars No. of respondents Percentage
Yes 60 100

No 0 0%

No. of respondents

Yes
No

Findings:
In above diagram we see that 100% respondents are having an account in the
banks

Interpretation:
In the survey we can see that all the respondents are having bank account.

39
 Table no 7
In which bank do you have account?
particulars No. of Percentage
respondents
SBI 19 31.07%
BOB 14 23.03%
Dena Bank 16 26.07%
Corporation bank 32 53.03%
PNB 13 21.07%
Others 12 20%

No. of respondents

SBI
BOB
Dena Bank
Corporation bank
PNB
Others

Findings :
In the above diagram we can see that 31.07% respondents are having account
in SBI. 23.03% respondents are having BOB. 26.07% respondents are having
account in Dena bank. 53.03% respondents are having account in corporation
bank. 21.07% respondents are having account in PNB bank. 20% respondents
are having account in other banks.

Interpretation:
In the above survey we can see that most of the people are having account in
corporation bank and SBI bank.

40
 Table no 8
Which of the following services are you using?
Particulars No. of respondents Percentage
Net banking 41 68.03%
Telephone banking 39 65%
Credit card 41 68.03%
Debit card 47 78.03%
Gold investment 18 30%
Others 6 10%

Others
Gold investment
Debit card
No. of respondents
Credit card
Percentage
Telephone banking
Net banking

0 10 20 30 40 50 60

Findings:
In the above graph and table we can see the services used by respondents.
68.03% of respondents use net Banking services of the bank. 65% of
respondents use telephone banking service of the bank. 68.03% of respondents
use credit services of the bank. 78.03% of respondents use debit card service of
the bank.30% respondents use the service of gold investment . 10%
respondents use the other services of the bank .

Interpretation:
In the above survey we can see that most of the people use debit card services
net banking and debit card services.

41
 Table no 9
Which attribute of the bank do you value the most?
Particulars No. of respondents Percentage
Quality of services 39 65%
Technology used 48 80%
Trust 46 76.07%
Location 34 56.07%
Others 4 6.07%

Others

Location

Trust No. of respondents

Percentage
Technology used

Quality of services

0 10 20 30 40 50 60

Findings :
In the above graph and table we can see the attribute of bank that customer
value the most 65% of response value the attribute of quality of service 80% of
response value the attribute of technology that bank used 76.07% of response
value the attribute of trust 56.07% of response value the attribute location
6.07% of response value the other attribute

Interpretation:
As per the survey we can see the most valued attribute is quality of services and
technology used.

42
 Table no 10
Which factors promotes you to use the new services in banking?
Particulars No of respondents Percentage
Reduction time of 37 61.07%
transaction
Cost effectiveness of 46 76.07%
transaction
Ease to use 51 85%
34 56.07%
Technology savy
Others 4 6.07%

Others

Technology savy
No of respondents
Ease to use Percentage

Cost effectiveness of transaction

Reduction time of transaction

0 10 20 30 40 50 60

Findings:
in the above graph and table we can see that the factors that promotes the customer the use
services. 61.07% of response are promoted by the factor reduction time of transaction 76.07%
of response are promoted factor by the cost effectiveness of transaction 85% of response are
promoted factor by the ease to use 56.07% of response are promoted factor by the
technology savy 6.07% of response are promoted factor by the others reasons.

Interpretation :
In the above analysis we can see that ease to use and cost effectiveness of transaction are the
most important factors that promotes to use the new technology.

43
 Table no 11
Are you aware about services provided by bank?
Particulars No. of respondents Percentage

Yes 57 95%

No 1 1%

May be 2 4%

No. of respondents

Yes
No
May be

Findings:
In the pie chart above and table we can see that are how many people are aware
about the services provided by bank. 95% of respondents says that they are
aware about all the banking services provided by banks 1% says that they are
not aware about services provided by banks. 4% of respondents says that they
are may be aware about all services provided by banks.

Interpretation :
From the above survey we can see that all respondents are about the banking
services provided by the bank.

44
 Table no 12
Which are the services you use the most?
Particulars No .of respondents Percentage
Demat account 21 35%
Debit cards services 42 70%

Credit cards services 37 61.07%

Net banking services 49 81.07%
Loan 27 45%
ATM 29 48.03%
Others 3 5%

Others

ATM

loan

Net banking services No .of respondents

Credit cards services Percentage

Debit cards services

Demat account

0 10 20 30 40 50 60

Findings :
In the above graph and table we can see that the services that customer use the most. 35% of
response says that they use demat account of bank. 70% of respondents says that they use
debit cards services of bank. 61.07% of respondents says that they use credit cards services of
bank. 81.07% of respondents says that they use net banking services of bank 45% says that
they use loan services of the bank . 48.03% of respondents says that they use ATM services
of the bank. 5% of respondents says that they use others services of bank.

Interpretation:
From the above survey we can see that most of the respondents use debit card, credit card and
net banking services.

45
 Table no 13
How frequently do you use the banking services per month?
particulars No. of respondents Percentage
Never 1 1%

1 to 3 times 28 46.07%

3 to 8 times 25 41.07%
8 to 12 times 5 8.03%

Above 12 times 1 1%

No. of respondents

Never
1 to 3 times
3 to 8 times
8 to 12 times
Above 12 times

Findings :
In the above diagram we can see that how frequently does the responses use the
banking services. 1% responses says that they never use banking services.
46.07% respondents says that they use banking services 1 to 3 times per month.
41.07% respondents says that they use banking services 3 to 8 times per month.
8.03% respondents says that they use banking services 8 to 12 times per month.
1% says that they use banking services above 12 times per month.

Interpretation:
In the above survey we can see that most respondents use the banking at 1 to 3
times per month.

46
 Table no 14
Are you satisfied by the services provided by your banks?
particulars No. of respondents Percentage
Extremely satisfied 12 20%
satisfied 27 45%

Neutral 15 25%
Dissatisfied 6 10%
Extremely dissatisfied 0 0%

No. of respondents

Extremely satisfied
satisfied
Neutral
Dissatisfied
Extremely dissatisfied

Findings :
The above diagram shows the satisfaction of customer by services provided by the banks.
20% of respondents says they are extremely satisfied by the service provided by the banks.
45 % of respondents says that they are satisfied by the services provided by the bank. 25% of
respondents says that they are neutral about the services provided by banks.10% says that are
dissatisfied by the services provided by the banks. 0% says they are extremely dissatisfied by
the services provided by the banks.

Interpretation :
In the above analysis we can see that people are satisfied by the services.

47
 Table no 15
Are you satisfied with the internet banking services provided by
your bank?
Particulars No. of respondents Percentage
Yes 54 95%

No 4 2%

May be 2 1%

No. of respondents

Yes
No
May be

Findings:
In the above diagram we can see that satisfaction of customer with the internet
service provided to them by bank. 95% says yes they are satisfied by the
internet service provided by their bank. 2% says no they are not satisfied by the
internet service provided to them by the banks. 1% says they are may be
satisfied by the internet service provided to them by the bank.

Interpretation:
From the above survey we can see that the customer are satisfied with internet
banking services provided by banks.

48
 Table no 16
Do banks provide you core banking facilities?
particulars No. of respondents Percentage

Yes 51 85%

No 4 6.07%
May be 5 8.03%

No. of respondents

Yes
No
May be

Findings:
In the above pie chart and table we can see that does bank provide core banking
facilities to their customers. 85% of respondents says yes bank provides core
banking facilities to the customer. 6.07% of respondents says no bank do not
provide core banking facilities to the customer. 8.03% of respondents says bank
may be providing core banking facilities.

Interpretation:
In the above survey we can see that most of the respondents says that there
banks provide core banking faculties.

49
 Table no 17
Do you use these regular services of banks?
Particulars No. of respondents Percentage
Deposit of cash 40 66.07%
Withdraw cash 45 75%
Demand draft 32 53.03%
Fund transfer 34 56.07%
Collection cheque 6 10%

Collection cheque

Fund transfer

Demand draft No. of respondents

Percentage
Withdraw cash

Deposit of cash

0 10 20 30 40 50

Findings:
In the above graph and table we can see that does customer use the regular
services of the customer. 66.07% of respondents use the service of deposit of
cash . 75% of respondents use the services of with draw of cash . 53.03% of
respondents use the service of demand draft . 56.07% of respondents use the
service of fund transfer . 10% of response use the services of collection of cash.

Interpretation :
In the above survey we can see that withdraw of cash and transfer of funds are
the regular services use by the customer.

50
 Table no 18
Which of the following facilities is giving more important in your
bank?
Particulars No. of respondents Percentage
Loan facilities 33 55.09%
O/D facilities 28 47.05%

ATM facilities 55 93.02%

Customer care facilities 47 79.07%

Online facilities 12 20.03%

Online facilities
Customer care facilities
ATM facilities No. of respondents

O/D facilities Percentage

Loan facilities

0 10 20 30 40 50 60

Findings:
In the above table and graph we can see that the facilities given more important
in bank. 59.09% of respondents give more important to loan facilities. 47.05%
of response says that they give more important to O/D facilities. 93.02% of
respondents says that they give more important to ATM facilities. 79.07% of
response says that they give more important to customer care facilities. 20.03%
of response says that they give more important to online facilities.

Interpretation:
In the above survey we can see that bank gives more important to customer care
facilities and ATM facilities.

51
 Table no 19
Which are the important reason to contact the branch?
Particulars No. of respondents Percentage
Loan enquiry 26 43.03%
Complaints 30 50%
Conforming funds 24 40%
transfer
Inquires about credit 23 38.03%
cards
Other reason 11 18.03%

No. of respondents

Loan enquiry
Complaints
Conforming funds transfer
Inquires about credit cards
Other reason

Findings :
In the above pie chart and table we can see the important reason to contact the bank .
43.03% of response says that loan enquiry is the important reason to contact the banks. 50%
of response says that complaints is the important reason to contact the bank. 40% of response
says that conforming funds transfer are the important reason to contact the bank. 38.03% of
response says that inquires about credit cards is the main reason to contact the banks. 18.03%
of response says that their other reason to contact the banks.

Interpretation:
In the above survey we can see that most of the response says that complaints
are the important reason to contact bank.

52
 Table no 20
What are difficulties faced by you while doing banking
transaction?
Particulars No. of respondents Percentage
Delay in banking 30 50%
services
Problem of ATM 43 71.07%
Services charge 48 80%
Improper behaviour of 37 61.07%
employee
Others 7 11.07%

No. of respondents
Delay in banking services

Problem of ATM

Services charge

Findings:
In the above table and graph we can see the difficulties by customer while doing banking
transaction. 50% of response says that delay in banking services is the difficulty while doing
banking transaction. 71.07% of response says that there is problem of ATM of particular
branch. 80% of response says that there is service charge difficulties while doing banking
transaction. 61.07% of response says that there is improper behaviour of employee is the
difficulty while doing banking transaction. 11.07% says that there are other reason has
difficulty while doing banking transaction.

Interpretation:
From the above analysis we can see that the difficult face by customer is problem of ATM
and improper behaviour of employee.

53
 Table no 21
How is overall quality of services provided by bank to
you?
Particulars No. of respondents Percentage

Excellent 16 26.07%
Good 29 48.03%

Fair 9 15%
Poor 1 1%
Average 5 8.03%

No. of respondents
Excellent
Good
Fair
Poor
Average

Findings :
In the above pie chart and table we can see the overall quality of service
provided by the bank . 26.07% of response says that the bank provides excellent
services. 48.03% of responses says that the bank provides good services. 15%
of response says that the bank provides fair services. 1% of response says that
the banks provides poor services. 8.03% of response that the banks average
services.

Interpretation:
In the above survey we came to know overall quality of services provided by bank is good .

54
 Table no 22
Are you satisfied with ATM services provided by bank?
Particulars No. of respondents Percentage
Yes 51 11.04%
No 7 86.04%

May be 2 1%

No. of respondents

Yes
No
May be

Findings:
In the above pie chart and table we can see the satisfaction of ATM service
provide by bank. 11.09% of the response says that are satisfied by the ATM
service. 86.04% of the responses says that are not satisfied by ATM services.
1% respondents says they are may be satisfied by ATM services.

Interpretation :
From the above analysis we can see that customer are not satisfied with ATM
services provided by bank.

55
 Table no 23
Have you faced any problem with ATM usage?
Particulars No. of respondents Percentage
Yes 46 81.07%
No 7 11.07%

May be 4 6%

No. of respondents

Yes
No
May be

Findings:
In the above table and pie chart we can see that problem faced any problem
with ATM usage. 81.07% of response says that we face problem while ATM.
11.07% of response says that don‟t have any problem with usage of ATM. 6%
of response says that they may be have problem with usage of ATM.

Interpretation:
In the above survey we came to know that they have problem with usage of
ATM .

56
 Table no 24
If yes, nature of the problem
Particulars No. of respondents Percentage
Cards get blocked 23 41.01%
Machines are out of cash 47 83.09%
Non printing of 35 62.05%
statement
Machines are out of 34 60.07%
order
Others 2 3.06%

others

Machines are out of order

Non printing of statement No. of respondents

percentage
Machines are out of cash

Cards get blocked

0 10 20 30 40 50 60

Findings:
In the above table and graph we can see the nature of problem that is faced by
respondents while using ATM services. 41.07% of respondents says that the
cards gets blocked. 83.09% of respondents says that the machines are out of
cash. 62.05% of respondents says that the non printing of statement is the
biggest problem faced. 60.07% of response says that the machines are out of
order .3.06% says that their are other problems faced by respondents.

Interpretation:
In the above survey we can see that most of respondents problem is machines
are out of cash, non printing of statements and machines are out of order.

57
 Table no 25
Are you satisfied by internet banking service provided by bank?
Particulars No. of respondents Percentage
Yes 52 11.07%

No 7 86.07%
May be 1 1%

No. of respondents

Yes
No
May be

Findings:
In the above table and pie chart we can see if customer are satisfied by the
internet banking services provided their bank. 11.07% of response says that they
are satisfied by the internet banking provided by their bank. 86.07% says that
they are not satisfied by the internet banking provided by their bank. 1% of
response says that they are may be satisfied with the services provided by their
bank.

Interpretation:
From the above analysis we came to know that customer are not satisfied with
internet banking provided by their bank.

58
 Table no 26
Have you faced any problem with internet banking usage
Particulars No. of respondents Percentage
Yes 49 81.07%
No 7 11.07%

May be 4 6%

No. of respondents

Yes
No
May be

Findings :
In the above table and pie chart we can see that if customer faced any problem
with usage of internet banking service. 81.07% response says that they face
problems with usage of internet banking service by the bank. 11.07% response
says that they does not face any problem with usage of internet banking
services by the bank. 6% of response says that they may be face any problem
with usage of internet banking services by the bank.

Interpretation :
In the above analysis we can see that the customer face problem with usage of
internet banking services.

59
 Table no 27
If yes, nature of the problem faced?
Particulars No. of respondents Percentage
Information not provided 28 53.08%
properly
Not giving fast response 35 67.03%

To many steps in 35 67.03%

processing transaction
Others 8 15.04%

Others

To many steps in processing

transaction
No. of respondents
Not giving fast response Percentage

Information not provided properly

0 5 10 15 20 25 30 35 40

Findings :
In the above table and graph we can see that nature of problem faced by
respondents. 53.08% of response says that the information are not provided
properly to them. 67.03% of response says that the not giving fast response is
the problem faced by respondents. 67.03% of response says that there are too
many steps in processing transaction is the problem faced by responses. 15.04%
says that other problem faced by the response.

Interpretation :
From the above se came to know that the banks are not giving fast response and
too many steps in processing transaction are problem faced by responses.

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 Table no 28
Are you satisfied by loan facilities provided by the banks?
Particulars No. of respondents Percentage
Yes 46 76.07%
No 8 13.03%
May be 6 10%

No. of respondents

Yes
No
May be

Findings:
In the above table and pie chart we can see the satisfaction of respondents about
loan facilities provided by banks. 76.07% of response says that they are
satisfied by the loan facilities provided by the bank. 13.03% says that they are
not satisfied by loan facilities provided by bank. 10% of respondents says that
they are may be satisfied the loan facilities provided by the bank .

Interpretation :
From the above survey we came to know that customer are satisfied with loan
facility provided by bank.
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 Table no 29
Are you satisfied with interest rate charge by bank?
Particulars No. of respondents Percentage
Yes 47 78.03%
No 7 11.07%
May be 6 10%

No. of respondents

Yes
No
May be
4th Qtr

Findings:
In the above table and pie chart we can see that if the customers are satisfied
with interest rate charge by the bank 78.03% of response says that they are
satisfied by interest rate charge by the bank. 11.07% says that they are not
satisfied the interest rate charge by the banks. 10% response says that they are
may be satisfied by interest rate charge by the bank.

Interpretation:
In the above we can see that customer are satisfied by interest rate charge by the
bank.

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 Table no 30
Are you aware all terms and conditions of the loan?
Particulars No. of respondents Percentage
Yes 50 83.03%
No 4 6%
May be 6 10%

No. of respondents

Yes
No
May be

Findings :
In the above table and pie chart we can see are the respondents aware about the
all terms and condition of the loan. 83.03% of response says that they are aware
about the terms and condition of the loans. 6% of responses says that they are
not aware about the terms and conditions of the loans. 10% of response says
that they are may be aware about the terms and condition of the loans.

Interpretation :
From the above survey we came to know that people are aware about all terms
and condition of the loan.

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 Chapter-5
Conclusion, findings and suggestion.

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Chapter – 5 Conclusion findings and suggestion.
Findings :
1.) Very high percentage of people have banks accounts so far

2.) The study in based on the analysis of customer behaviour of banking services with
special reference to public sector banks. The customer are any age group, any
qualification and any occupation.
3.) We can see the people are aware about all the services provided by banks.

4.) Its important to note that some of respondents are said that they are not quick in
providing internet banking services and ATM services .it shows the inabilities to
satisfy the customer expectation.

5.) From the above survey we came to know that customer are satisfy by the banking
services provided by banks hence the hypothesis “to verify that the customer are
satisfied by the services provided by the public sector bank.” Is proved positive.

6.) From the above survey we came to know that the customer are aware about the
services provided by banks. Hence the hypothesis “ the level of awareness about
banking services provided by the public sector banks .” proved positive.

Conclusion:
So from we can conclude that, the banking sector has under going many changes the new
economic policy based on the privatization, globalization and liberalization adopted by
government of India. Customer is the king in the present day banking. Since the bank
provide tailor made services to the changing needs of the ultra model customer to face
their stiff competition from the rival banks. Today the customer services preference keep
changing on rapid speed and their demands. For the banking sector challenging and tough
job for the bankers in retaining existing customer base and winning new customer. The
aim of the bankers is to make the customers comfortable and happy to achieve the
targets.to achieve the highly challenging task of customer behaviours bankers are turning
to technology for help. Bankers may only satisfying the customer but should also trigger
to attitude of the customers towards the bank. Each bank follow different procedure it is
very difficult to follow the customer. Even though customer is well educated sometimes
high technology banking services hesitate the customer for the transaction the banks
should have good communication, soft skill must need. At every level of delaying with
the bank the customer the bank management need to educate the employee for the
banking activities and process.universal banking procedure can help the customer for the
better transaction.

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Suggestions:

 Programme at least 6 months once to educate the banking update.

 Customer are expected the bank prospect in order to know the bank procedure.

 Customer queries should be opened in order to avoid mistake.

 Bank should provide good environment in order to face huge number of customer like
head

 branch all sub branch need same facility.

 Effective use of communication net work by the bank.

66
Bibliography and Webliography

67
Bibolgraphy:

1.) A. Aanath arul raj. A (2011), a study on banking quality in Nagapattinam district,
Tamilnadu Indian journal of marketing vol.41,P4.
2.) Oomen A. Ninan july ,10(2011), major role of technology in financial inclusion,
The hindu.
3.) Pranapmukarji (2011) catalyst for financial inclusion , financial services, The
analyst p-20

4.) Subodh kumar and Rps Rawat (2011) treat customer fairly and BCSBI souther
economist Vol-49 pp49

5.) saima riziv etal (2011) determints of dividend payout ratios a study of the indian
banking sectors

6.) kumar M and rajesh r (2009) ,”whether today's customer are satisfied?”,india
journal of marketing, vol.xxxix,no.9,p.46.

7.) Balakrishnnan R gayathri(2010),” customer Awarness about the bankingsevices;

A study,”southern economist, vol. 49, no.15,p.2.

Webliography:

1.) indianresearchjournal.com

2.) http://www.Jagranjosh.com

3.) www.i-scholar.in

4.) https://www.academia.edu

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 Annexure.
“A study on customer behaviour towards banking services with
special reference to public sectors banks in thakurli area.”
Questionnaire.
Name:

1.) Age:

a.) Below 20 years b.) 21-40 years

c.) 41-60 years d.) Above 60 years

2.) Occupation:

a.) Govt. Employee b.) Corporate Employee

c.) Self employed d.) Business

3.) Educational qualification

a.) under graduate b.) graduate c.) post graduate

4.) Gender:

a.) Female b.) Male

5.) Martial Status

a.) Married b.) Unmarried

6.) Do you have bank account?

a.) Yes b.) No

7.) In which bank do you have account?

a.) SBI b.)BOB

c.) Dena Bank c.) Corporation bank

d.) PNB e.) other

8.) Which of the following services are you using?

a.) Net Banking b.) Telephone Banking

c.) Credit Card d.) Debit Card

e.) Gold Investment f.) Others

69
9.) Which attribute of the bank do you value the most?

a.) Quality of services b.) Technology used

c.)Trust d.) Location

e.) Other

10.) Which factors promotes you to use the new service in banking?

a.) Reduction time of transaction

b.)Cost effectiveness transaction

c.) Ease to use

d.)Technology save

e.) Other

11.) Are you aware about services provided by bank?

a.) Yes b.) No c.) May Be

12.) Which are the services you use the most?

a.) Demat Account b.) Debit Card Services

c.) Credit Card Services d.)Net Banking Services

e.) Loan f.) ATM services

g.) Others

13.) How Frequently do you use the banking services per month?

a.) Never b.) 1 to 3 times

c.) 3 to 8 times d.) 8 to 12 times

e.) Above 12 times

14.) Are satisfied by the services provided by the banks?

a.) Extremely Satisfied b.) Satisfied

c.) Neutral d.) Dissatisfied

e.) Extremely Dissatisfied

15.) Are you satisfied with the internet banking services provided by your bank?

a.) Yes b.) No

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c.) May Be

16.) Which of the following facilities is giving more important in your bank ?

a.)Loan Facilities b.) O/D Facilities

c.) ATM Facilities d.) Customer Care Facilities

e.) Online shopping Facilities

17.) Do you provides you core banking facility?

a.) Yes b.) No

c.) May Be

18.) Do you use these regular service of banks?

a.) Deposit b.) withdraw cash

c.) Demand draft d.) Fund transfer

e.) Collection Cheques

19.) What are the important reason to contact the branch?

a.)Loan enquiry b.) Complaints

c.) Confirming funds transfer d.) inquries about credit

20.) what are difficulties faced by you while doing banking transaction?

a.)Delay in banking services

b.) Problems of ATM

c.) Services Charges

d.) Improper behaviour of employees

e.) Others

21.) How is overall quality of service provided by bank to you?

a.) Excellent b.) Good

c.) Fair d.) Poor

e.) Average

22.) Are you satisfied with ATM services provided by bank?

a.) Yes b.) No

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c.) May Be

23.) Have you faced any problem with Atm usage?

a.) Yes b.) No

c.) May Be

24.) If yes, nature of problem faced?

a.) Cards get blocked

b.) Machines is out of cash

c.) Non printing of statement

d.) Machine is out of order

e.) Others

25.) Are you satisfied by internet banking service provided by bank?

a.) Yes b.) No

c.) May Be

26.) Have you faced any problem with internet banking usage?

a.) Yes b.) No

c.) May Be

27.) if yes, nature of problem faced?

a.) Information not provided properly

b.) Not giving fast response

28.) Are you satisfied by loan facilities provided by the banks?

a.) Yes b.) No

c.) May Be

29.) Are you satisfied with interest rate charge by bank?

a.) Yes b.) No

c.) May Be

30.) Are you aware all terms condition of the loan?

a.) Yes b.) No c.) May Be

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