“

ASTUDYONCONSUMERBEHAVI
ORTOWARDSTAMI
LNADUSTATEAPEXCO-
OPERATI
VEBANK,
AYANAVARAM,
CHENNAI
”

PROJECTREPORT

Submi
tt
edt
othe

UNI
VERSI
TYOFMADRAS

I
npar
ti
alf
ulf
il
lmentoft
her
equi
rement

Fort
heawar
doft
heDegr
ee

Of

BACHELOROFBUSI
NESSADMI
NISTRATI
ON

Submi
tt
edby

AMULU.G

(
REGI
STERNO:
17BBA05)

Undert
hegui
danceof

Mr
s.JENELI
NKAMALAM ,
MBA,
MPhi
l
,SET.

ESTABLI
SHEDI
N1915

REACCREDI
TEDBYNAACWI
THGRADEA+

DEPARTMENTOFMANAGEMENTSTUDI
ES

WOMEN’
SCHRI
STI
ANCOLLEGE

CHENNAI600006
2019-
2020
 BONAFI
DE

Thi
sist
ocer
ti
fyt
hatt
hepr
ojectwor
kent
it
led“
ASTUDYONCUSUMERBEHAVI
OR
TOWARDSTNSCBANK,
(AYANAVARAM)
,CHENNAI
”isabonaf
ider
ecor
dofwor
kdone
byG.AMULU,
17BBA05off
inal
yearBachel
orofBusi
nessAdmi
nist
rat
ion,
Women’
s
Chr
ist
ianCol
l
ege,
Chennai
inpar
ti
alf
ulf
il
mentoft
her
equi
rementf
ort
heawar
doft
he
degr
eeofBusi
nessAdmi
nist
rat
ion,
Uni
ver
sit
yofMadr
asf
ort
heacademi
cyear2019-
2020.

Facul
tyGui
de Headoft
heDepar
tment

Submi
tt
edf
orv
iva-
voceexami
nat
iont
obehel
don_
___
___
___
__

I
nter
nal
Exami
ner Ext
ernal
Exami
ner
 DECLARATI
ON

Iher
ebydecl
aret
hatt
hepr
ojectwor
kent
it
led“
ASTUDYONCUSUMERBEHAVI
OR
TOWARDSTNSCBANK,
(AYANAVARAM)
,CHENNAI
”isanor
igi
nal
wor
kandhasnot
beensubmi
tt
edt
oanyot
herUni
ver
sit
yori
nst
it
uti
onf
orv
aluat
ion.

Pl
ace:
CHENNAI

Dat
e:

Si
gnat
ureoft
he
candi
dat
e

G.
AMULU

(
REGI
STERNO:
17BBA05)
ACKNOWLEDGEMENT
Fi
rstandfor
emost,
Iwouldli
ketothankgodal
might
yforgivi
ngmest rength,
abil
it
yand
opport
uni
tytoundert
akethisstudyandtocompletemypr oj
ectsati
sfactor
il
y.Thi
s
proj
ectwoul
dnothavebeenpossi
blewit
houtt
hegodblessi
ngs.
Iwouldli
ketoexpressmygrat
it
udet
oourpri
nci
palDr
.(Mrs.
)Li
li
anIJasper
,Women’
s
Chr
ist
ianCol
l
egef orhav
ingpr
ovi
dedmewit
hanopport
unit
ytodothepr
oject
.
I
tismyf oremostdut ytorecordmydeepestsenseofprofoundandhear
tfeltthanks
wit
ht hemar kofr especttotheHeadoft heDepart
mentandmygui deMr s.Jenelin
Kamalam.R,f orhermeticul
ousgui
dance,v
aluabl
esuggest
ionsandfort
hesi ncereco-
operat
ionthroughoutthestudy.
Iwouldl i
ke t
ot hank the ot
herfacul
ti
es who gave me st r
engt
h and knowl
edge,
suppor
tedandencouragedmet ocomplet
ethi
sprojectef
fect
ivel
y.
Iextendedmysincer
ethankstoMr s.Manj
uladevi(
Chiefmanagers)whogrant
edme
permissi
ontoconductt heproj
ectinthei
rorgani
sati
onandal soprovi
dedmewi t
h
neededsuppor
tandguidance.
Lastbutnotl
east,Iwholeheart
edl
ythankallmyRespondent
swhohel
pedmet
o
complet
emyresear
cheff
ecti
vel
yandmoreoveront
ime.
 TABLEOFCONTENTS

S.
NO CONTENTS PAGE
NO.

1 CHAPTER1

1.
1 I
ntr
oduct
ion 1

1.
2 I
ndust
ryPr
ofi
l
e 3

1.
3 CompanyPr
ofi
l
e 5

1.
4 Needf
ort
hest
udy 8

1.
5 Scopef
ort
hest
udy 9

1.
6 Obj
ect
ivesoft
hest
udy 10

1.
7 Li
mit
ati
onsoft
hest
udy 17

2 CHAPTER2

2.
1 Rev
iewofl
i
ter
atur
e 13

3 CHAPTER3

3.
1 Resear
chMet
hodol
ogy 18

4 CHAPTER4
4.
1 Dat
aAnal
ysi
sandI
nter
pret
ati
on 23

5 CHAPTER5

5.
1 Fi
ndi
ngs 49

5.
2 Suggest
ions 51

5.
3 Concl
usi
on 52

Bi
bli
ogr
aphy 53

Annexur
e 55
 LI
STOFTABELSANDCHARTS

S.
NO NAMEOFTHETABELANDCHARTS PAGE.
NO

4.
1.1 Genderoft
her
espondent
s 23

4.
1.2 Ageoft
her
esponsent
s 24

4.
1.3 Mar
it
alst
atusoft
her
espondent
s 25

4.
1.4 Ki
ndofa\
cthecust
omer
shol
dint
hisbank 26

4.
1.5 Noofy
ear
sbei
ngacust
omeri
nTNSCbank 27

4.
1.6 Theser
vicey
ouuset
hemost 28

4.
1.7 Reasont
osel
ectt
hisbank 29

4.
1.8 Fr
equencyofv
isi
ti
ngbank 30

4.
1.9 Cust
omerdi
ff
icul
ti
esdur
ingbanki
ng 31
t
ransact
ion

4.
1.10 Cut
omer
shav
inganyot
herbankaccount 32

4.
1.11 Cut
omer
srecommendat
ionoft
hisbankt
o 33
ot
her
s

4.
1.12 Noi
ssuesr
elat
edt
othet
ransact
ionoff
und 34

4.
1.13 Bankpr
ovi
desbestser
vicequal
i
ty 35
4.
1.14 I
nter
netbanki
ngpr
ovi
desbyt
hebanki
s 36
f
avour
abl
e

4.
1.15 Bankwon’
thi
deanyi
nfor
mat
ionr
elat
edt
o 37
t
hei
rcust
omer

4.
1.16 Empl
oyeesal
way
shav
eposi
ti
veat
ti
tude 38

4.
1.17 Nodel
ayi
ntr
ansf
erofcash 39

4.
1.18 Bet
tert
hanot
herbank 40

4.
1.19 Rat
etheser
vicepr
ovi
dedbynetbanki
ng 41

4.
1.20 Bankpr
ovi
desal
lthebanki
ngneedsand 42
f
aci
l
iti
es

4.
1.21 Ov
eral
lqual
i
tyofser
vice 43
 ABSTRACT

Consi
der
ingt
hei
mpor
tanceofunder
standi
ng,
anal
ysi
ngandst
udy
ingconsumer
behav
iourandbehav
iourmodel
,i
twasdeemednecessar
ytoconductar
esear
chont
his
i
ssue.Aspar
toft
hisr
esear
ch,
consumerbehav
iourmodel
sint
hebanki
ngsy
stem wer
e
st
udi
edandanal
ysed.Thef
ir
stpar
toft
hest
udyi
schar
act
eri
zedbyar
evi
ew of
v
ari
ousl
i
ter
atur
e,publ
i
cat
ionsandsci
ent
if
icj
our
nal
srel
atedt
ounder
standi
ngt
he
r
oleandi
mpor
tanceofconsumerbehav
iouri
nbank.Wher
east
hesecondpar
toft
he
st
udyi
ncl
udesasur
veyquest
ionnai
re,
wit
ha116i
ndi
vi
dual
cust
omer
ssampl
ebase,
r
andoml
ysel
ect
edf
rom cooper
ati
vebanki
nAy
anav
aram br
anch.Thi
ssur
veywasdone
wi
tht
hepur
poset
ocol
l
ectdat
atodet
ermi
nebehav
iourmodel
sofexi
sti
ngconsumer
s
i
nthebanki
ngsect
orandanal
ysev
ari
ousi
nter
nal
andext
ernal
fact
orswhi
chi
nfl
uence
suchbehav
iour
s.Fi
nal
l
y,dat
aobt
ainedf
rom quest
ionnai
resur
vey
swer
eusedt
odr
aw
concl
usi
onsoni
ssuescent
ral
tot
hisr
esear
chandi
ssuer
ecommendat
ionswhi
chmay
beusef
ult
oco-
oper
ati
vebank,
aswel
lasot
herf
inanci
ali
nst
it
uti
onsi
nter
est
edi
nthi
s
f
iel
d.
CHAPTER1
1.
1Int
roduct
ion

Consumerbehav
iouri
sthest
udyofhowi
ndi
vi
dualcust
omer
s,gr
oupsoror
gani
zat
ions
sel
ect
,buy
,use,
anddi
sposei
deas,
goods,
andser
vicest
osat
isf
ythei
rneedsandwant
s.
I
tref
erst
otheact
ionsoft
heconsumer
sint
hemar
ket
placeandt
heunder
lyi
ngmot
ives
f
ort
hoseact
ions.

Consumerbehav
iouri
sthest
udyofi
ndi
vi
dual
s,gr
oups,oror
gani
zat
ionsandal
lthe
act
ivi
ti
esassoci
ated wi
tht
he pur
chase,use and di
sposalofgoodsand ser
vices,
i
ncl
udi
ngt
heconsumer
'semot
ional
,ment
alandbehav
iour
alr
esponsest
hatpr
ecedeor
f
oll
owt
heseact
ivi
ti
es.Consumerbehav
iouremer
gedi
nthe1940sand50sasadi
sti
nct
sub-
disci
pli
nei
nthemar
ket
ingar
ea.

Consumerbehav
iouri
sani
nter
-di
sci
pli
nar
ysoci
alsci
encet
hatbl
endsel
ement
sfr
om
psy
chol
ogy
,soci
ology
,soci
alant
hropol
ogy
,ant
hropol
ogy
,et
hnogr
aphy
,mar
ket
ingand
economi
cs,
especi
all
ybehav
iour
aleconomi
cs.I
texami
neshowemot
ions,
att
it
udesand
pr
efer
encesaf
fectbuy
ingbehav
iour
.Char
act
eri
sti
csofi
ndi
vi
dualconsumer
ssuchas
demogr
aphi
cs,per
sonal
i
tyl
i
fest
ylesandbehav
iour
alv
ari
abl
essuchasusager
ates,
usageoccasi
on,l
oyal
ty,br
andadv
ocacy
,wi
l
li
ngnesst
opr
ovi
der
efer
ral
s,i
nanat
tempt
t
ounder
standpeopl
e'
swant
sandconsumpt
ionar
eal
linv
est
igat
edi
nfor
malst
udi
esof
consumerbehav
iour
.Thest
udyofconsumerbehav
ioural
soi
nvest
igat
est
hei
nfl
uences,
ont
heconsumer
,fr
om gr
oupssuchasf
ami
l
y,f
ri
ends,spor
ts,r
efer
encegr
oups,and
soci
etyi
ngener
al.

Thest
udyofconsumerbehav
iouri
sconcer
nedwi
thal
laspect
sofpur
chasi
ngbehav
iour
–f
rom pr
e-pur
chaseact
ivi
ti
est
hrought
opost
-pur
chaseconsumpt
ion,ev
aluat
ionand
di
sposalact
ivi
ti
es.I
tisal
soconcer
nedwi
thal
lper
sonsi
nvol
ved,ei
therdi
rect
lyor
i
ndi
rect
ly,i
n pur
chasi
ng deci
sions and consumpt
ion act
ivi
ti
es i
ncl
udi
ng br
and-
i
nfl
uencer
sand opi
nion l
eader
s.Resear
ch hasshown t
hatconsumerbehav
iouri
s
di
ff
icul
ttopr
edi
ct,ev
enf
orexper
tsi
nthef
iel
d.Howev
er,newr
esear
chmet
hodssuch
aset
hnogr
aphyandconsumerneur
osci
encear
esheddi
ngnewl
i
ghtonhowconsumer
s
makedeci
sions.

1
2
Cust
omerr
elat
ionshi
pmanagement(
CRM)dat
abaseshav
ebecomeanassetf
ort
he
anal
ysi
sofcust
omerbehav
iour
.Thev
olumi
nousdat
apr
oducedbyt
hesedat
abases
enabl
esdet
ail
edexami
nat
ionofbehav
iour
alf
act
orst
hatcont
ri
but
etocust
omerr
e-
pur
chasei
ntent
ions,consumerr
etent
ion,l
oyal
tyandot
herbehav
iour
ali
ntent
ionssuch
ast
hewi
l
li
ngnesst
opr
ovi
deposi
ti
ver
efer
ral
s,becomebr
andadv
ocat
esorengagei
n
cust
omer ci
ti
zenshi
p act
ivi
ti
es.Dat
abases al
so assi
st i
n mar
ket segment
ati
on,
especi
all
ybehav
iour
alsegment
ati
onsuchasdev
elopi
ngl
oyal
tysegment
s,whi
chcanbe
usedt
odev
elopt
ight
lyt
arget
ed,
cust
omi
zedmar
ket
ingst
rat
egi
esonaone-
to-
onebasi
s.
(
Alsoseer
elat
ionshi
pmar
ket
ing)

Cust
omer
sar
ecr
eat
edandmai
ntai
nedt
hroughmar
ket
ingst
rat
egi
es.Andt
hequal
i
tyof
mar
ket
ingst
rat
egi
esdependsonknowi
ng,
ser
ving,
andi
nfl
uenci
ngconsumer
s.I
not
her
wor
ds,t
hesuccessofabusi
nessi
stoachi
eveor
gani
sat
ionalobj
ect
ives,whi
chcanbe
donebyt
heabov
etwomet
hods.Thi
ssuggest
sthatt
heknowl
edge&i
nfor
mat
ionabout
consumer
sis cr
it
icalf
ordev
elopi
ng successf
ulmar
ket
ing st
rat
egi
es because i
t
chal
l
engest
hemar
ket
erst
othi
nkaboutandanal
yset
her
elat
ionshi
pbet
weent
he
consumer
s&mar
ket
ers,
andt
heconsumerbehav
iour
&themar
ket
ingst
rat
egy
.

3
1.
2Indust
ri
alpr
ofi
l
e

Abanki
saf
inanci
ali
nst
it
uti
ont
hatpr
ovi
desbanki
ngandot
herf
inanci
alser
vicest
o
t
hei
rcust
omer
s.A banki
sgener
all
yunder
stood asan i
nst
it
uti
on whi
ch pr
ovi
des
f
undament
albanki
ngser
vicessuchasaccept
ingdeposi
tsandpr
ovi
dingl
oans.Ther
e
ar
eal
sonon-
banki
ngi
nst
it
uti
onst
hatpr
ovi
decer
tai
nbanki
ngser
viceswi
thoutmeet
ing
t
hel
egalBanksar
easubsetoft
hef
inanci
alser
vicesi
ndust
ry.Abanki
ngsy
stem al
so
r
efer
redasasy
stem pr
ovi
dedbyt
hebankwhi
chof
fer
scashmanagementser
vicesf
or
cust
omer
s,r
epor
ti
ngt
het
ransact
ionsoft
hei
raccount
sandpor
tfol
i
os,t
hroughoutt
he
day
.Thebanki
ngsy
stem i
nIndi
a,shoul
dnotonl
ybehassl
efr
eebuti
tshoul
dbeabl
eto
meett
henew chal
l
engesposedbyt
het
echnol
ogyandanyot
herext
ernalandi
nter
nal
f
act
ors.Fort
hepastt
hreedecades,I
ndi
a’
sbanki
ngsy
stem hassev
eralout
standi
ng
achi
evement
stoi
tscr
edi
t.TheBanksar
ethemai
npar
ti
cipant
soft
hef
inanci
alsy
stem
i
nIndi
a.Bef
oret
heest
abl
i
shmentofbanks,t
hef
inanci
alact
ivi
ti
eswer
ehandl
edby
moneyl
ender
sandi
ndi
vi
dual
s.Att
hatt
imet
hei
nter
estr
ateswer
ever
yhi
gh.Agai
n
t
her
ewer
enosecur
it
yofpubl
i
csav
ingsandnouni
for
mit
yregar
dingl
oans.Soast
o
ov
ercomesuchpr
obl
emst
heor
gani
zedbanki
ngsect
orwasest
abl
i
shed,whi
chwas
f
ull
yregul
atedbyt
hegov
ernment
.Theor
gani
zedbanki
ngsect
orwor
kswi
thi
nthe
f
inanci
alsy
stem t
opr
ovi
del
oans,acceptdeposi
tsandpr
ovi
deot
herser
vicest
othei
r
cust
omer
s.The Banki
ng sect
orof
fer
s sev
eralf
aci
l
iti
es and oppor
tuni
ti
es t
othei
r
cust
omer
s.Al
lthebankssaf
eguar
dst
hemoneyandv
aluabl
esandpr
ovi
del
oans,
credi
t,
and pay
mentser
vices,such as checki
ng account
s,money or
der
s,and cashi
er’
s
cheques.Thebanksal
soof
feri
nvest
mentandi
nsur
ancepr
oduct
s.Asav
ari
etyof
model
sforcooper
ati
onandi
ntegr
ati
onamongf
inancei
ndust
ri
eshav
eemer
ged,some
oft
het
radi
ti
onaldi
sti
nct
ionsbet
weenbanks,
insur
ancecompani
es,
andsecur
it
iesf
ir
ms
hav
edi
mini
shed.I
nspi
teoft
hesechanges,bankscont
inuet
omai
ntai
nandper
for
m
t
hei
rpr
imar
yrol
e—accept
ingdeposi
tsandl
endi
ngf
undsf
rom t
hesedeposi
ts.

4
Banki
ngi
nIndi
a
Aspert
heReser
veBankofI
ndi
a(RBI
),I
ndi
a’
sbanki
ngsect
ori
ssuf
fi
cient
lycapi
tal
i
sed
and wel
l
-regul
ated.The f
inanci
aland economi
c condi
ti
ons i
nthe count
ryar
efar
super
iort
oanyot
hercount
ryi
nthewor
ld.Cr
edi
t,mar
ketandl
i
qui
dit
yri
skst
udi
es
suggestt
hatI
ndi
an banks ar
e gener
all
yresi
l
ientand hav
e wi
thst
ood t
he gl
obal
downt
urnwel
l
.
I
ndi
anbanki
ngi
ndust
ryhasr
ecent
lywi
tnessedt
her
oll
outofi
nnov
ati
vebanki
ngmodel
s
l
i
kepay
ment
sandsmal
lfi
nancebanks.RBI
’
snew measur
esmaygoal
ongwayi
n
hel
pingt
her
est
ruct
uri
ngoft
hedomest
icbanki
ngi
ndust
ry.
Thedi
git
alpay
ment
ssy
stem i
nIndi
ahasev
olv
edt
hemostamong25count
ri
eswi
th
I
ndi
a’
sImmedi
atePay
mentSer
vice(
IMPS)bei
ngt
heonl
ysy
stem atl
evel5i
ntheFast
er
Pay
ment
sInnov
ati
onI
ndex(
FPI
I)
.

5
1.
3COMPANYPROFI
LE

The 
Tami
lNaduSt
ateApexCo-
oper
ati
veBank 
or 
TNSCBank 
i
sanI
ndi
anco-
oper
ati
ve
banki
ngcompanyheadquar
ter
edi
nChennai
.Itwasi
ncor
por
atedi
n1905asanur
banco
-
oper
ati
vebank.I
thas46br
anchesi
nChennai
alone.

Ty
pe Cooper
ati
ve

I
ndust
ry Banki
ng

Founded 23Nov
ember1905

Headquar
ter
s Chennai
,Tami
lNadu,
Indi
a

Ar
easer
ved Chennai
,Tami
lNadu,
Indi
a

Keypeopl
e R.El
angov
an(chai
rman)

R.G.Sakt
hisar
avanan(Managi
ngDi
rect
or)

Mi
ssi
onofbank

TheMi
ssi
onoft
heBanki
stomobi
l
iser
esour
ces,pr
ovi
debanki
ngpr
oduct
sandot
her
pr
ofessi
onal
i
sed ser
vices t
othe peopl
e,st
rengt
hen t
he af
fi
li
ates,pr
ovi
de v
ibr
ant
l
eader
shi
ptot
heco-
oper
ati
vebanki
ngsy
stem,
achi
evesust
ainedgr
owt
handul
ti
mat
ely
t
oat
tai
npr
imeposi
ti
oni
nthebanki
ngi
ndust
ry.

Vi
sion

6
Wecar
eandser
vey
ouasamot
her
.

Gr
owt
hofbank

TheCooper
ati
veBanksf
unct
ioni
ngi
nTami
lNaduar
eful
fi
ll
i
ngt
hecr
edi
trequi
rement
s
oft
hef
armer
s,weav
ers,
rur
alar
ti
sans,
consumer
sofur
banar
ea.Thesei
nst
it
uti
onsar
e
knownasCooper
ati
veCr
edi
tInst
it
uti
ons.TheCoop.i
nst
it
uti
onsar
efunct
ioni
ngunder
t
wo cat
egor
y.Theyar
e:l
ong-
ter
m coop.cr
edi
tinst
it
uti
ons,shor
t-
ter
m coop.cr
edi
t
i
nst
it
uti
ons.Thecoop.cr
edi
tinst
it
uti
onsf
unct
ioni
ngundershor
t-
ter
m cr
edi
tst
ruct
ure
ar
eoft
hree-
ti
eri
nnat
ure.Att
hegr
assr
ootl
evel
,thePr
imar
yAgr
icul
tur
alCoop.Banks
(
PACBs)ar
efunct
ioni
ngatv
il
lagel
evel
.Att
hedi
str
ictl
evel
,theCent
ralCoop.Banks
(
CCBs)ar
efunct
ioni
ngwi
tht
heheadquar
ter
satdi
str
ictcapi
talandt
hei
rbr
anchesi
n
v
ari
ouspl
acesoft
hedi
str
ict
sconcer
ned.

Att
he apex l
evel
,the Tami
lNadu St
ate Apex Coop.Bank Lt
d.,
(TNSC Bank)i
s
f
unct
ioni
ngatChennaiwhi
chco-
ordi
nat
est
heent
ir
eshor
t-t
erm coop.cr
edi
tst
ruct
ure.
TheTami
lNaduSt
ateApexCo-
oper
ati
veBankLt
d.,commencedi
tsbusi
nessdur
ing
Nov
ember1905asanUr
banCoop.Bank.I
twassubsequent
lychangedi
ntoaDi
str
ict
Cent
ral
Coop.Bankdur
ingJul
y1920.Atpr
esent
,theBanki
sfunct
ioni
ngatChennai
wit
h
44br
anches,anExt
ensi
onCount
erandH.
O.TNSCBanki
sgui
dingt
heDi
st.Cent
ral
Coop.Banks/Pr
imar
yAgr
icul
tur
alCoop.Banksi
nthei
rfunct
ioni
ngandi
tispl
ayi
nga
maj
orr
olei
nthecoop.mov
ementofTami
lNadu.

TNSCBankwasf
ormedi
nthey
eari
nwhi
cht
hecoop.mov
ementofTami
lNaduwas
f
ormed.Assuch,t
heBankhasbeenser
vingt
hepeopl
eofTami
lNaduf
oracent
enar
y
f
ort
hei
reconomi
cdev
elopment
.Asf
arasI
ndi
ancoop.mov
ementi
sconcer
ned,t
he
Bankhascommencedi
tsbusi
nessf
rom t
hev
erynexty
earoft
hef
ormat
ionofcoop.
mov
ementi
nIndi
a.TNSCBanki
sthef
ir
stev
erSt
ateCoop.Bankhav
ingt
hecr
edi
tof
cel
ebr
ati
ngt
hecent
enar
yyear
.TNSCBankhasgott
hel
i
cenceofReser
veBankofI
ndi
a

7
t
ocar
ryont
hebanki
ngbusi
ness.TNSCBanki
saSchedul
edCoop.Bankandhasbeen
l
i
stedundert
heSecondSchedul
eofRBIAct
.

TNSCBanki
samemberoft
heDeposi
tInsur
anceandCr
edi
tGuar
ant
eeCor
por
ati
on
(
DICGC)andi
sani
nsur
edcoop.bankasperDI
CGC Act
.TNSC Bankhasgott
he
pr
ivi
l
egeofhav
ingi
tsshar
ecapi
talbyt
heGov
ernmentofTami
lNadu.TNSCBankhas
beenundercl
osesuper
visi
onandmoni
tor
ingoft
hehi
gherf
inanci
ngagenci
es,
viz
.,RBI
,
NABARD.Per
iodi
cali
nspect
ion and super
visi
on ar
e done byNABARD as perRBI
gui
del
i
nes.

Gov
ernmentofTami
lNadui
srev
iewi
ngt
heper
for
manceoft
heBankper
iodi
cal
l
y.
Emi
nentCo-
oper
ator
shav
econt
ri
but
edf
ort
hegr
owt
handdev
elopmentoft
heTNSC
Bank.Thef
inanci
algr
owt
hoft
heBanki
sinacommendabl
eposi
ti
on.

8
1.
4NEEDFORTHESTUDY

Thi
sst
udyi
simpor
tantt
oresear
cher
s,t
hef
inanci
alsect
or,
schol
arsandpol
i
cymaker
s.
Tot
heResear
cher
s,i
twi
l
lenl
i
ght
ent
hem andof
ferapr
act
icalchancet
odi
scov
erhow
consumerbehav
iour
sinf
luence sel
ect
ion and adopt
ion ofser
vice channel
sint
he
banki
ngsect
or.Tot
heBanker
,par
ti
cul
arl
ytochanneldesi
gner
sandmanager
sitwi
l
l
i
nfor
m onwhatconsumer
slookf
orwhendeci
dingwhatser
vicechannelt
ouse.The
st
udywi
l
linf
orm pol
i
cymaker
stoenabl
edeci
sionmaki
ngont
hebasi
sofon-
ground
empi
ri
calandpr
act
icali
nfor
mat
ion.ToCo-
oper
ati
veBank,
thest
udywi
l
lbeofi
mmense
v
aluebecausei
twi
l
lpr
ovi
despeci
fi
cinf
ormat
iononhowt
hebanks’cust
omer
schoose
andadoptser
vicechannel
s.

9
1.
5SCOPEFORTHESTUDY

Thef
indi
ng oft
hest
udywi
l
lredound t
othebenef
itoft
hesoci
etyand economy
consi
der
ingt
hatTami
lNaduSt
ateApexCooper
ati
vebankpl
aysani
mpor
tantr
olei
n
mi
ti
gat
ingent
repr
eneurr
iskespeci
all
yinaneconomyl
i
keI
ndi
a.

Fr
om t
hef
indi
ngoft
hisr
esear
cht
headmi
nist
rat
ionwi
l
lbegui
dedonwhatshoul
dbe
emphasi
sedanddi
scov
erar
eaofi
mpr
ovement
.

10
1.
6OBJECTI
VESOFTHESTUDY

Pr
imar
yobj
ect

Tost
udyonconsumerbehav
iort
owar
dsTNSCbank.

Secondar
yobj
ect

1. Toanal
yzet
hepr
obl
emsi
nvol
vedi
nbanki
ngt
ransact
ion.

2. Toi
dent
if
ythef
act
orst
hatencour
agecust
omert
opr
eferser
viceoutofabank

3. Tost
udyt
hecust
omer
'ssat
isf
act
iont
owar
dsv
ari
ousser
viceof
fer
edbybank.

4. Tosuggest
ionsui
tabl
eremedi
esmeasur
etoi
mpr
ovet
hei
rbanki
ngser
vices.

5. Toi
dent
if
ywhet
hercust
omer
sar
eawar
eaboutt
het
echnol
ogi
calchangesmadei
n
TNSCbank.

11
1.
7LI
MITATI
ONSOFTHESTUDY

 Thest
udywasconduct
edi
nonebr
anchanddoesnotr
evealt
heposi
ti
onofot
her
br
anches.

 Somecust
omer
sdi
dnotshow i
nter
esti
nanswer
ingquest
ionsduet
othei
rti
me
const
rai
nt.

 Somecust
omer
smaynothav
eunder
stoodt
hequest
ionsbei
ngasked.

 Theper
iodal
l
ott
edt
odot
hispr
ojectwasnotsuf
fi
cientt
ocov
ereachandev
ery
aspecti
ndept
h.

12
CHAPTER-2

13
2.
1REVI
EW OFLI
TERATURE

Ar
evi
ewofpr
evi
ousst
udi
eshassuppor
tedt
her
esear
chert
oconductt
hepr
esentst
udy
.
Thepr
evi
ousst
udywasexami
nedandcer
tai
nar
eawhi
chr
equi
resmor
eat
tent
ionhas
beenconsi
der
edi
nthepr
esentst
udy
.

Kot
lerandKel
l
er(
2012)

suggest
edt
hatt
het
opi
cofconsumerbehav
iouri
soneoft
hemassi
vel
yst
udi
edt
opi
cs
byt
her
esear
cher
sandmar
ket
ersi
nthepastandst
il
lbei
ngst
udi
ed.Resear
cher
sshow
di
ff
erentr
easonsast
owhyconsumerbehav
iourhasbeent
het
opi
cofmanyacademi
cs
andr
esear
cher
s.Oneoft
hecommonv
iewsi
sthatunder
standi
ngconsumerbehav
iour
hasbecomeaf
act
ort
hathasadi
recti
mpactont
heov
eral
lper
for
manceoft
he
busi
nesses.

Acebr
on(
2000)

suggest
edt
hatt
heai
m oft
hest
udywast
oanal
yzet
hei
mpactofpr
evi
ousexper
ienceonbuy
ing
behav
iouroff
reshf
oods,par
ti
cul
arl
ymussel
s.I
nthei
rst
udi
est
heaut
hor
susedst
ruct
ural
equat
ionmodeli
nor
dert
oident
if
yther
elat
ionshi
pbet
weent
hehabi
tsandpr
evi
ousexper
ience
on t
heconsumerbuy
ing deci
sion.Thei
rfi
ndi
ngsshow t
hatper
sonalhabi
tsand pr
evi
ous
exper
ienceonoft
heconsumer
shav
eadi
recti
mpactont
heconsumer
s’pur
chasedeci
sioni
n
t
heexampl
eofpur
chasi
ngf
reshmussel
s.Theyal
sof
oundt
hatt
hei
mageoft
hepr
oducthasa

14
cr
uci
ali
mpactont
hepur
chasi
ngdeci
sionoft
heconsumerandf
urt
herr
ecommendedt
hatt
he
pr
oducti
mageshoul
dcont
inuousl
ybei
mpr
ovedi
nor
dert
oencour
aget
heconsumer
stowar
ds
pur
chasi
ng.

Kot
lerandKel
l
er,
(2012)

suggest
edt
hati
tiswor
thnot
ingt
hatconsumerbuy
ingbehav
iouri
sst
udi
edasapar
tof
t
hemar
ket
ingandi
tsmai
nobj
ect
ivei
ttol
ear
nthewayhowt
hei
ndi
vi
dual
.ls,
groupsor
or
gani
zat
ionschoose,buyuseanddi
sposet
hegoodsandt
hef
act
orssuchast
hei
r
pr
evi
ousexper
ience,t
ast
e,pr
iceandbr
andi
ngonwhi
cht
heconsumer
sbaset
hei
r
pur
chasi
ngdeci
sions.

Backhausetal
(2007)

suggest
edt
hatpur
chasedeci
sioni
soneoft
hei
mpor
tantst
agesast
hisst
ager
efer
sto
occur
renceoft
ransact
ion.I
not
herwor
ds,oncet
heconsumerr
ecogni
zedt
heneed,
sear
ched f
orr
elev
anti
nfor
mat
ion and consi
der
ed t
he al
ter
nat
ives he/
she makes
deci
si
onwhet
herornott
omaket
hedeci
sion.

Var
iawa(
2010)

suggest
edt
hest
udyconduct
edbyanal
yzedt
hei
nfl
uenceofpackagi
ngonconsumer
deci
si
onmaki
ngpr
ocessf
orFastMov
ingConsumerGoods.Theai
m oft
her
esear
ch
wast
oanal
yzet
hei
mpactofpackagi
ngf
ordeci
sionmaki
ngpr
ocessesofl
ow-
income
consumer
sinr
etai
lshoppi
ng.Asur
veymet
hodhasbeenusedi
nor
dert
oreacht
he
r
esear
chobj
ect
ives.I
nasur
veyconduct
edi
nSt
arHy
peri
nthet
ownofCent
rev
il
le250
r
espondent
s par
ti
ci
pat
ed.The f
indi
ngs oft
he r
esear
ch i
ndi
cat
ethatl
ow-
income
consumer
shav
emor
epr
efer
encest
owar
dspr
emi
um packagi
ngast
hiscanal
sober
e-
usedaf
tert
hepr
oducthasbeenconsumed.Al
thought
hef
indi
ngsi
ndi
cat
ethatt
her
eis
aweakr
elat
ionshi
pbet
weent
hepr
oductpackagi
ngandbr
andexper
ience.Howev
er,i
t
hasbeenpr
ovenbyt
hef
indi
ngsoft
her
esear
cht
hatl
ow-
incomeconsumer
shav
e
gr
eat
erbr
andexper
iencef
rom t
hepur
chaseof‘
premi
um’pr
oduct
swhencompar
edt
o
t
hei
rexper
iencef
rom pur
chasi
ng‘
cheap’
brandpr
oduct
s.

15
Schi
ff
manandKanuk,
(2007)

suggest
edt
hati
nthenextst
age,consumersear
chesi
nfor
mat
ionr
elat
edt
odesi
red
pr
oductorser
vice.I
nfor
mat
ionsear
chpr
ocesscanbei
nter
nalandext
ernal
.Whi
l
e
i
nter
nalsear
ch r
efer
stot
he pr
ocess wher
e consumer
srel
y on t
hei
rper
sonal
exper
iencesandbel
i
eves,ext
ernalsear
chi
nvol
veswi
desear
chofi
nfor
mat
ionwhi
ch
i
ncl
udesaddr
essi
ngt
hemedi
aandadv
ert
isi
ngorf
eedbacksf
rom ot
herpeopl
e(Rose
andSamouel
,2009)
.

Neal
andQuest
a(2006)

suggest
edt
hatt
hisv
iewi
sal
sosuppor
tedbyst
ati
ngt
hatneedr
ecogni
ti
onoccur
sdue
t
osev
eralf
act
orsandci
rcumst
ancessuchasper
sonal
,pr
ofessi
onalandl
i
fest
ylewhi
ch
i
ntur
nleadt
ofor
mat
ionofi
deaofpur
chasi
ng.

Bl
ackwel
l(2006)

suggest
edt
hat
oneoft
hecommonmodel
sofconsumerdeci
sionmaki
ngpr
ocesshas
beenof
fer
edbyBl
ackwel
l
.Accor
dingt
ohi
m,t
hef
ivest
agesofconsumerdeci
sion
maki
ng pr
ocess ar
e f
oll
owi
ngs: pr
obl
em/
need r
ecogni
ti
on,i
nfor
mat
ion sear
ch,
ev
aluat
ionofal
ter
nat
ives,
pur
chasedeci
sionmadeandpost
-pur
chaseev
aluat
ion.

Kot
lerandKel
l
er(
2005)

suggest
edt
hatoncet
her
elev
anti
nfor
mat
ionaboutt
hepr
oductorser
vicei
sobt
ained
t
henextst
agei
nvol
vesanal
yzi
ngt
heal
ter
nat
ives.Consi
dert
hisst
ageasoneoft
he
i
mpor
tantst
agesast
heconsumerconsi
der
sal
lthet
ypesandal
ter
nat
ivest
aki
ngi
nto
accountt
hef
act
orssuchassi
ze,
qual
i
tyandal
sopr
ice.

Lee(
2005)

16
suggest
edt
hecar
ri
edoutst
udyt
olear
nthef
ivest
agesofconsumerdeci
sionmaki
ng
pr
ocessi
ntheexampl
eofChi
na.Ther
esear
cherf
ocusesont
hef
act
sthataf
fectt
he
consumerdeci
si
onmaki
ngpr
ocessonpur
chasi
ngi
mpor
tedheal
thf
oodpr
oduct
s,i
n
par
ti
cul
ardemogr
aphi
cef
fect
ssuchasgender
,educat
ion,i
ncomeandmar
it
alst
atus.
Theaut
horempl
oyedquest
ionnai
remet
hodi
nor
dert
oreacht
heobj
ect
ivesoft
he
r
esear
ch.Anal
ysi
soff
ivest
agesofconsumerdeci
sionmaki
ngpr
ocessi
ndi
cat
ethat
i
mpactoff
ami
l
ymember
sont
heconsumerdeci
sionmaki
ngpr
ocessofpur
chasi
ng
i
mpor
tedheal
thf
oodpr
oduct
swassi
gni
fi
cant
.

Fi
veSt
agesModelofconsumerdeci
sionmaki
ngpr
ocesshasal
sobeenst
udi
edbya
numberofot
herr
esear
cher
s.Al
thoughdi
ff
erentr
esear
cher
sof
ferv
ari
oust
endenci
es
t
owar
dst
hedef
ini
ti
onsoff
ivest
ages,
alloft
hem hav
ecommonv
iewsast
heydescr
ibe
t
hest
agesi
nsi
mil
arway
s.

Neal
(2004)

suggest
edt
hatf
inal
l
y,post
-pur
chasedeci
sioni
nvol
vesexper
ienceoft
heconsumer
aboutt
hei
rpur
chase.Al
thought
hei
mpor
tanceoft
hisst
agei
snothi
ghl
i
ght
edbymany
aut
hor
sar
guest
hatt
hisi
sper
hapsoneoft
hemosti
mpor
tantst
agesi
ntheconsumer
deci
si
on-
maki
ngpr
ocessasi
tdi
rect
lyaf
fect
stheconsumer
s’pur
chasesoft
hesame
pr
oductorser
vicef
rom t
hesamesuppl
i
eri
nthef
utur
e.

Kacen(
2002)

suggest
ed t
hatpur
chasi
ng deci
sion can f
urt
herbedi
vi
ded i
nto pl
anned pur
chase,
par
ti
all
ypur
chaseori
mpul
sepur
chaseasst
atedbyKacen.

Lancast
er,
(2002)

suggest
sthatunder
standi
ngconsumerbehav
iourhasbecomecr
uci
alespeci
all
yduet
o
f
ier
cecompet
it
ioni
nret
aili
ndust
ryi
ntheUKandwor
ldwi
de.Thi
schapt
erwi
l
lint
roduce
someot
herar
easofr
esear
chbackgr
oundofconsumerbehav
iouraddr
essi
ngt
hewor
ks
ofr
esear
cher
s and mar
ket
ers.Mor
eov
er,consumerdeci
sion maki
ng pr
ocess,i
n
par
ti
cul
ar,
fiv
est
agesofconsumerdeci
sionmaki
ngpr
ocesswi
l
lbedi
scussedi
ndet
ail
.

17
Br
uner(
1993)

suggest
edt
hateachst
agei
sthendef
inedbyanumberofr
esear
cher
svar
yingsl
i
ght
ly
butl
eadi
ngt
oacommonv
iewaboutwhateachst
agei
nvol
ves.Forexampl
e,accor
ding
t
o Br
uner
,fi
rstst
age,need r
ecogni
ti
on occur
swhen an i
ndi
vi
dualr
ecogni
zes t
he
di
ff
erencebet
weenwhatt
heyhav
eandwhatt
heywant
/needt
ohav
e.

CHAPTER3

18
RESEARCHMETHODOLOGY

3.
1.1I
NRODUCTI
ON

Resear
chi
sthepr
ocessofsol
vi
ngpr
obl
emsandf
indi
ngf
act
sinanor
gani
sedway
.
Reasear
chi
sdonebyappl
yi
ngwhati
sknownandbui
l
dingoni
t.Addi
ti
onalknowl
edge
can be di
scov
ered by pr
ovi
ng exi
sti
nigt
heor
ies and by t
ryi
ng bet
terexpl
aini
ng
obser
vat
ion.

DEFI
NITI
ON:

Resear
chi
sdef
inedaspr
ocessofenqui
ryandi
nvest
igat
ion.

(Ji
l
lcol
l
isandRogerHussey)

3.
1.2RESEARCHDESI
GN

Descr
ipt
iver
esear
chdesi
gn

Thi
sresear
chdesi
gni
susedt
ost
udyt
hecust
omerper
cept
ionandbuy
ingbehav
iouron
TNSCbank.Thi
sty
peofr
esear
chcanbequal
i
tat
iveaswel
lasquant
it
ati
veandt
akes
pl
acewi
thdi
stur
bingt
hecur
rentorpr
evai
l
ingenv
ironment
.Thi
sty
peofr
esear
cht
akes
pl
acewi
thsur
vey
s,quest
ionnai
res,
schedul
es,
int
erv
iewset
c.

3.
1.3STUDYPOPULATI
ON/SAMPLE

19
Theact
ualpopul
ati
onoft
hisst
udyi
sthecust
omer
sofTNSC banki
nAy
anav
aram
br
anch.

3.
1.4SAMPLEDESI
GN

Si
mpl
erandom sampl
i
ngt
echni
quei
susedt
osel
ectt
heuni
tsf
orst
udy
.Iti
sthemost
popul
arsampl
i
ngmet
hodusedf
ordeci
sionmaki
ng.I
nthi
smet
hod,eachi
tem oft
he
popul
ati
onhassomepr
obabi
l
ityofbei
ngsel
ect
edf
orconsi
der
ati
onasanyot
heri
tem.

3.
1.5SAMPLESI
ZE

Thesampl
esi
zer
efer
stot
henumberofi
temssel
ect
edf
rom apopul
ati
ont
oconst
it
ute
sampl
e.Opt
imum sampl
esof116uni
tswer
esel
ect
edassampl
efort
hest
udy
.

3.
1.6DATACOLLECTI
ON

Thesour
ceofi
nfor
mat
ioni
sfr
om pr
imar
yandsecondar
ydat
a.Thepr
imar
ysour
ceof
i
nfor
mat
ion wasf
rom t
hequest
ionnai
reand,t
hesecondar
ysour
cewasf
rom t
he
company
’s websi
tef
orcompany
’s pr
ofi
l
e and i
nter
netwas used t
o getv
ari
ous
i
nfor
mat
ionr
egar
dingcont
entmar
ket
ing.

PRI
MARYDATA:

These dat
a ar
e col
l
ect
ed f
or t
he f
ir
st t
ime t
hrough obser
vat
ion,sur
vey or
quest
ionnai
re,
theyar
eusual
l
yknownasf
ir
sthanddat
a.I
nthi
spr
ojectt
hepr
imar
ydat
a
wascol
l
ect
edt
hroughaquest
ionnai
re.

SECONDARYDATA:

I
nthi
sresear
chpaper
,thesecondar
ydat
awascol
l
ect
edt
hroughv
ari
ouswebsi
tesf
rom
t
heI
nter
net
.

3.
1.7RESEARCHI
NSTRUMENT

Her
equest
ionnai
re,t
hati
sthepr
imar
ysour
ceofi
nfor
mat
ionwasusedt
ocol
l
ectdat
a
f
rom t
heor
gani
sat
ion,
andi
thadcl
ose-
endedquest
ionsandopenendedquest
ion.

20
QUESTI
ONNAI
RE:

I
tisasheetofpaperconsi
sti
ngquest
ionsi
nasy
stemat
icf
ormatandquest
ionsv
ari
ous
aspect
sont
het
opi
car
esear
cherchooses.
Iti
shast
obedi
str
ibut
edt
other
espondent
s
sot
hatt
heycanf
il
li
tupandr
etur
nitback,
iti
sapr
imar
ysour
ceofdat
a.

3.
1.8HYPOTHESI
S

A hy
pot
hesi
sisat
ent
ati
vest
atementaboutt
her
elat
ionshi
pbet
weent
woormor
e
v
ari
abl
es.I
tisaspeci
fi
c,t
est
abl
epr
edi
cti
onaboutwhaty
ouexpectt
ohappeni
nast
udy
.

NULLHYPOTHESI
S(H0)

Anul
lhy
pot
hesi
sisast
atement
,inwhi
cht
her
eisnor
elat
ionshi
pbet
weent
wov
ari
abl
es.

ALTERNATEHYPOTHESI
S(H1)

Anal
ter
nat
ehy
pot
hesi
sisast
atementi
nwhi
cht
her
eissomest
ati
sti
calsi
gni
fi
cance
bet
weent
wov
ari
abl
es.

3.
1.9STATEMENTOFHYPOTHESI
S

CORRELATI
ON

1. H0-Ther
eisnor
elat
ionbet
weenNetBanki
ngandI
nter
netser
vicequal
i
ty.
H1-Ther
eissomer
elat
ionbet
weenNetBanki
ngandI
nter
netser
vicequal
i
ty.
2. H0-Ther
eisnor
elat
ionbet
weenbestser
vicequal
i
tyandt
ransf
err
ingt
hecash.
H1-Ther
eissomer
elat
ionbet
weenbestser
vicequal
i
tyandt
ransf
err
ingt
hecash.

CHISQUARE
3. H0Ther
eisnor
elat
ionbet
weengenderandser
viceusedt
hemost
.
H1Ther
eissomer
elat
ionbet
weengenderandser
viceusedt
hemost
.
4. H0Ther
eisnor
elat
ionbet
weengenderandt
ypesofbankaccount
s.
H1 Ther
eissomer
elat
ionbet
weengenderandt
ypesofbankaccount
s.

21
3.
1.10STATI
STI
CALTOOLUSED

Per
cent
ageanal
ysi
s,cor
rel
ati
onandchisquar
ewast
het
oolusedt
oanal
yset
hedat
a
col
l
ect
edf
or

t
hest
udy
.

PERCENTAGEANALYSI
S:

Per
cent
ageanal
ysi
sist
hemet
hodt
orepr
esentr
awst
reamsofdat
aasaper
cent
agef
or

bet
terunder
standi
ngofcol
l
ect
eddat
a.

FORMULA:

PERCENTAGEOFRESPONDENTS=NUMBEROFRESPONDENTSX100

TOTALNOOFRESPONDENTS

CORRELATI
ON:

Cor
rel
ati
oni
sast
ati
sti
calt
echni
quet
hatcanshowwhet
herandhowst
rongl
ypai
rsof
v
ari
abl
es ar
erel
ated.
  
A posi
ti
ve cor
rel
ati
on 
i
ndi
cat
es t
he ext
ent t
o whi
ch t
hose
v
ari
abl
esi
ncr
easeordecr
easei
npar
all
el;a 
negat
ivecor
rel
ati
on 
i
ndi
cat
est
heext
entt
o
whi
chonev
ari
abl
eincr
easesast
heot
herdecr
eases.A 
cor
rel
ati
oncoef
fi
cient
 i
sa
st
ati
sti
calmeasur
eoft
hedegr
eet
owhi
chchangest
othev
alueofonev
ari
abl
epr
edi
ct
changet
othev
alueofanot
her
.Whent
hef
luct
uat
ionofonev
ari
abl
erel
i
abl
ypr
edi
ctsa
si
mil
arf
luct
uat
ioni
nanot
herv
ari
abl
e,t
her
e’sof
tenat
endencyt
othi
nkt
hatmeanst
hat
t
hechangei
nonecausest
hechangei
ntheot
her
.Howev
er,cor
rel
ati
ondoesnot
i
mpl
y 
causat
ion.

CHISQUARE:

The 
ChiSquar
e st
ati
sti
ciscommonl
y 
usedf
ort
est
ing 
rel
ati
onshi
psbet
weencat
egor
ical
v
ari
abl
es.Thenul
lhy
pot
hesi
soft
he 
Chi
-Squar
etest
 i
sthatnor
elat
ionshi
pexi
stsont
he
cat
egor
ical
var
iabl
esi
nthepopul
ati
on;
theyar
eindependent
.

22
.

CHAPTER4

23
4.
1DATAANALYSI
SANDI
NTERPRETATI
ON

TABLE4.
1.1GENDEROFTHERESPONDENTS

OPTI
ONS FREQUENCY PERCENTAGE

Mal
e 72 62%

Femal
e 44 38%

Tot
al 116 100%

CHART4.
1.1GENDEROFTHERESPONDENTS

24
I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat62%oft
her
espondent
sar
emal
eand38%oft
he
r
espondent
sar
efemal
e.

TABLE4.
1.2AGEOFTHERESPONDENTS

OPTI
ONS FREQUENCY PERCENTAGE

25andbel
ow 24 21%

25t
o40y
ear
s 25 21%

40t
o55y
ear
s 37 32%

55andabov
e 30 26%

TOTAL 116 100%

CHART4.
1.2AGEOFTHERESPONDENTS

25
I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat21%oft
her
espondent
sar
ebel
ow25y
ear
s,21%
oft
her
espondent
sar
e25-
40y
ear
s,32%oft
her
espondent
sar
e40-
55y
ear
sand26%of
t
her
espondent
sar
eabov
e50y
ear
s.

TABLE4.
1.3MARI
TALOFTHERESPONDENTS

OPTI
ONS FREQUENCY PERCENTAGE

Mar
ri
ed 71 61%

Unmar
ri
ed 43 37%

Wi
dow 2 2%

TOTAL 116 100%

TABLE4.
1.3:
MARI
TALOFTHERESPONDENTS

26
I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat61%oft
her
espondent
sar
emar
ri
ed,
56%oft
he
r
espondent
sar
eunmar
ri
edand2%ofr
espondent
sar
ewi
dow.

TABLE4.
1.4KI
NDOFA/
CTHECUSTOMERSHOLDI
NTHEBANK

OPTI
ONS FREQUENCY PERCENTAGE

Sav
ingsA/
C 85 73%

Cur
rentA/
C 10 9%

RD 16 14%

FD 5 4%

TOTAL 116 100%

CHART4.
1.4KI
NDOFA/
CTHECUSTOMERSHOLDI
NTHEBANK

27
I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat73%oft
her
espondent
shol
dingsav
ingsA/
C,9%
oft
her
espondent
shol
dingcur
rentA/
C,14%oft
her
espondent
shol
dingRD(Recur
ri
ng
Deposi
t)and4%oft
her
espondent
shol
dingFD(Fi
xedDeposi
t)
.

TABEL.
4.1.
5NOOFYEARSBEI
NGACUSTOMERI
NTNSCBANK

OPTI
ONS FREQUENCY PERCENTAGE

Lesst
han6mont
hs 25 22%

1t
olesst
han3y
ear
s 26 22%

3y
ear
stol
esst
han5 26 22%
y
ear
s

5y
ear
sandmor
e 39 34%

TOTAL 116 100%

TABEL.
4.1.
5NOOFYEARSBEI
NGACUSTOMERI
NTNSCBANK

28
I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat22%oft
her
espondent
shav
ebeenacust
omer
f
orl
esst
han6mont
hs,22%oft
her
espondent
shav
ebeencust
omerf
or1y
eart
oless
t
han3y
ear
s,22%oft
her
espondent
shav
ebeencust
omerf
or3y
eart
olesst
han5y
ear
s,
34%oft
her
espondent
shav
ebeencust
omerf
or5y
ear
sormor
e.

TABLE.
4.1.
6THESERVI
CEYOUUSETHEMOST

OPTI
ONS FREQUENCY PERCENTAGE

ATM ser
vice 27 23%

Loans 49 42%

Netbanki
ng 23 20%

Ot
her
s 17 15%

TOTAL 116 100%

CHART.
4.1.
6THESERVI
CEYOUUSETHEMOST

29
I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat23%oft
her
espondent
spr
eferATM ser
vice,
42%
oft
her
espondent
spr
eferl
oans,
20%oft
her
espondent
spr
eferNetBanki
ngand15%of
t
her
espondent
spr
eferot
her
s.

TABEL.4.
1.7REASONTOSELECTTHI
SBANK

OPTI
ONS FREQUENCY PERCENTAGE

Cust
omerser
vice 12 11%

Locat
ion 9 8%

Lowi
nter
estr
atei
nloan 67 61%

Lockerf
aci
l
iti
es 9 8%

Ot
her
s 13 12%

TOTAL 116 100%

30
 TABEL.4.
1.7REASONTOSELECTTHI
SBANK

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat11%oft
her
espondent
schooset
hisbankf
or
cust
omerser
vice,
8%oft
her
espondent
schooset
hisbankf
orl
ocat
ion,
61%oft
he
r
espondent
schooset
hisbankf
orl
owi
nter
estr
ateonl
oans,
8%oft
her
espondent
s
chooset
hisbankf
orl
ockerf
aci
l
iti
esand12%r
espondent
schoosef
orot
herser
vices
pr
ovi
dedbyt
hebank.

TABEL4.
1.8FREQUENCYOFVI
SITI
NGBANK

OPTI
ONS FREQUENCY PERCENTAGE

Nev
er 20 17%

1t
o3t
imes 43 37%

3t
o8t
imes 33 29%

8andmor
e 20 17%

TOTAL 116 100%

31
 CHART4.
1.8FREQUENCYOFVI
SITI
NGBANK

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat17%oft
her
espondent
snev
erev
env
isi
toncei
n
amont
h,37% oft
her
espondent
shav
evi
sit
ed1t
o3t
imesi
namont
h,29% oft
he
r
espondent
shav
evi
sit
ed3t
o8t
imesi
namont
hand17% oft
her
espondent
shav
e
v
isi
tedmor
ethen8t
imes.

TABEL4.
1.9CUSTOMERDI
FFI
CULTI
ESDURI
NGBANKI
NGTRANSACTI
ON

OPTI
ONS FREQUENCY PERCENTAGE

Del
ayi
nbanki
ngf
unct
ion 13 11%

Pr
obl
em ofATM 51 44%

Ser
vicechar
ge 38 33%

I
mpr
operbehav
iourof 14 12%
empl
oyees

32
 TOTAL 116 100%

CHART4.
1.9CUSTOMERDI
FFI
CULTI
ESDURI
NGBANKI
NGTRANSACTI
ON

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat17%oft
her
espondent
shav
eapr
obl
em ofdel
ay
i
nbanki
ngf
unct
ion,44%oft
her
espondent
shav
epr
obl
em ofusi
ngATM ,33%oft
he
r
espondent
sdi
ff
icul
ti
esi
nser
vicechar
geand12%oft
her
espondent
ssel
ectI
mpr
oper
behav
iorofempl
oyeesi
nTNSCBank.

TABEL4.
1.10CUSTOMERSHAVI
NGANYOTHERBANKACCOUNTI
NNATI
ONALI
ZED/
PRI
VATEBANK

OPTI
ONS FREQUENCY PERCENTAGE

Yes 78 67%

No 38 33%

TOTAL 116 100%

33
CHART4.
1.10CUSTOMERSHAVI
NGANYOTHERBANKACCOUNTI
NNATI
ONALI
ZED/
PRI
VATEBANK

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat67%oft
her
espondent
shav
eot
herbankaccount
and33%oft
her
espondent
sdon'
thav
eanyot
herbankaccounti
npr
ivat
e/commer
cial
banks.

TABEL4.
1.11CUSTOMERSRECOMMENDATI
ONOFTHI
SBANKTOOTHERS

OPTI
ONS FREQUENCY PERCENTAGE

Yes 84 72%

No 32 28%

TOTAL 116 100%

34
 CHART4.
1.11CUSTOMERSRECOMMENDATI
ONOFTHI
SBANKTOOTHERS

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat72%oft
her
espondent
srecommendTNSCbank
f
orot
herand28%oft
her
espondent
snotr
ecommendTNSCBankt
oot
her
s

TABEL4.
1.12NOI
SSUESRELATEDTOTHETRANSACTI
ONOFFUND

OPTI
ONS FREQUENCY PERCENTAGE

St
rongl
yagr
ee 17 15%

Agr
ee 48 41%

Neut
ral 41 35%

35
Di
sagr
ee 6 5%

St
rongl
ydi
sagr
ee 4 4%

TOTAL 116 100%

CHART4.
1.12NOI
SSUESRELATEDTOTHETRANSACTI
ONOFFUND

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat15%oft
her
espondentst
rongl
yagr
eewi
thno
i
ssuesi
nthebank,41%oft
her
espondentagr
eewi
thnoi
ssuesi
nthebank,35%oft
he
r
espondent
s nei
theragr
ee nordi
sagr
ee wi
th no i
ssues i
nthe bank,5% oft
he
r
espondent
sdi
sagr
eet
hatt
her
eisnoi
ssuesi
nthebankand4% oft
her
espondent
s
st
rongl
ydi
sagr
eet
hatt
her
eisnoi
ssuesi
nthebank.

TABEL4.
1.13BANKPROVI
DESBESTSERVI
CEQUALI
TY

OPTI
ONS FREQUENCY PERCENTAGE

St
rongl
yagr
ee 15 13%

Agr
ee 48 41%

36
 Neut
ral 43 37%

Di
sagr
ee 6 5%

St
rongl
ydi
sagr
ee 4 4%

TOTAL 116 100%

CHART4.
1.13BANKPROVI
DESBESTSERVI
CEQUALI
TY

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat15%oft
her
espondentst
rongl
yagr
eewi
thno
i
ssuesi
nthebank,41%oft
her
espondentagr
eewi
thnoi
ssuesi
nthebank,35%oft
he
r
espondent
s nei
theragr
ee nordi
sagr
ee wi
th no i
ssues i
nthe bank,5% oft
he
r
espondent
sdi
sagr
eet
hatt
her
eisnoi
ssuesi
nthebankand4% oft
her
espondent
s
st
rongl
ydi
sagr
eet
hatt
her
eisnoi
ssuesi
nthebank.

TABEL4.
1.14I
NTERNETBANKI
NGPROVI
DEDBYTHEBANKI
SFAVOURABLE

OPTI
ONS FREQUENCY PERCENTAGE

St
rongl
yagr
ee 7 6%

37
 Agr
ee 54 41%

Neut
ral 43 37%

Di
sagr
ee 6 5%

St
rongl
ydi
sagr
ee 4 4%

TOTAL 116 100%

CHART4.
1.14I
NTERNETBANKI
NGPROVI
DEDBYTHEBANKI
SFAVOURABLE

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat6%oft
her
espondent
ssai
dst
rongl
yagr
eef
or
I
nter
netBanki
ngpr
ovi
dedbyt
hebank,41%oft
her
espondent
ssai
dagr
eef
orI
nter
net
Banki
ngpr
ovi
dedbyt
hebank,
37%oft
her
espondent
ssai
dnei
theragr
eenotdi
sagr
ee
f
orI
nter
netbanki
ngpr
ovi
dedbyt
hebank,5%oft
her
espondent
ssai
ddi
sagr
eeand4%
ofr
espondent
ssai
dst
rongl
ydi
sagr
eef
orI
nter
netBanki
ngpr
ovi
dedbyt
hebank.

TABEL4.
1.15BANKWON'
THI
DEANYI
NFORMATI
ON

OPTI
ONS FREQUENCY PERCENTAGE

38
 St
rongl
yagr
ee 20 17%

Agr
ee 46 40%

Neut
ral 34 29%

Di
sagr
ee 14 12%

St
rongl
ydi
sagr
ee 2 2%

TOTAL 116 100%

CHART4.
1.15BANKWON'
THI
DEANYI
NFORMATI
ON

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat17%oft
her
espondent
ssai
dst
rongl
yagr
eef
or
won'
thi
deanyi
nfor
mat
ion,40% oft
her
espondent
ssai
dagr
eef
orwon'
thi
deany
i
nfor
mat
ion,
29%oft
her
espondent
ssai
dnei
theragr
eenotdi
sagr
eef
orwon'
thi
deany
i
nfor
mat
ion,
12%oft
her
espondent
ssai
ddi
sagr
eeand2%ofr
espondent
ssai
dst
rongl
y
di
sagr
eef
orwon'
thi
deanyi
nfor
mat
ion.

TABEL4.
1.16EMPLOYEESALWAYSHAVEPOSI
TIVEATTI
TUDE

39
 OPTI
ONS FREQUENCY PERCENTAGE

St
rongl
yagr
ee 17 15%

Agr
ee 49 42%

Neut
ral 31 27%

Di
sagr
ee 15 13%

St
rongl
ydi
sagr
ee 4 3%

TOTAL 116 100%

CHART4.
1.16EMPLOYEESALWAYSHAVEPOSI
TIVEATTI
TUDE

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat15%oft
her
espondent
ssai
dst
rongl
yagr
eef
or
empl
oyees wi
l
lal
way
s hav
e posi
ti
ve at
ti
tude t
owar
dthei
rcust
omer
s,42% oft
he
r
espondent
ssai
dagr
eef
orempl
oyeesposi
ti
veat
ti
tude,
27% oft
her
espondent
ssai
d
nei
theragr
eenotdi
sagr
eef
orempl
oyeesposi
ti
veat
ti
tude,
13%oft
her
espondent
ssai
d
di
sagr
eeand2%ofr
espondent
ssai
dst
rongl
ydi
sagr
eef
orempl
oyeeswi
l
lal
way
shav
e
posi
ti
veat
ti
tudet
owar
dthei
rcust
omer
s.

40
 TABEL4.
1.17NODELAYI
NTRANSFEROFCASH

OPTI
ONS FREQUENCY PERCENTAGE

St
rongl
yagr
ee 15 13%

Agr
ee 48 42%

Neut
ral 34 29%

Di
sagr
ee 14 12%

St
rongl
ydi
sagr
ee 5 4%

TOTAL 116 100%

CHART4.
1.17NODELAYI
NTRANSFEROFCASH

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat13%oft
her
espondent
ssai
dst
rongl
yagr
eef
or
t
her
eisnodel
ayi
ntr
ansf
erofcash,42%oft
her
espondent
ssai
dagr
eef
ornodel
ayi
n
t
ransf
erofcash,
29%oft
her
espondent
ssai
dnei
theragr
eenotdi
sagr
eef
ornodel
ayi
n
t
ransf
erofcash,12% oft
her
espondent
ssai
ddi
sagr
eeand4% ofr
espondent
ssai
d

41
st
rongl
ydi
sagr
eef
ornodel
ayi
ntr
ansf
erofcash.

TABEL4.
1.18BETTERTHANOTHERBANK

OPTI
ONS FREQUENCY PERCENTAGE

St
rongl
yagr
ee 12 11%

Agr
ee 39 33%

Neut
ral 44 38%

Di
sagr
ee 18 15%

St
rongl
ydi
sagr
ee 3 3%

TOTAL 116 110%

CHART4.
1.18BETTERTHANOTHERBANK

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat11%oft
her
espondent
ssai
dst
rongl
yagr
eef
or
TNSCbanki
sbet
tert
hanot
herbank,
33%oft
her
espondent
ssai
dagr
eef
orbet
tert
han
ot
herbank,
38%oft
her
espondent
ssai
dnei
theragr
eenotdi
sagr
eef
orbet
tert
hanot
her

42
bank,15% oft
her
espondent
ssai
ddi
sagr
eeand3% ofr
espondent
ssai
dst
rongl
y
di
sagr
eef
orbet
tert
hanot
herbank.

TABEL4.
1.19BANKPROVI
DESALLTHEBANKI
NGNEEDSANDFACI
LITI
ES

OPTI
ONS FREQUENCY PERCENTAGE

St
rongl
yagr
ee 16 14%

Agr
ee 48 41%

Neut
ral 37 32%

Di
sagr
ee 10 9%

St
rongl
ydi
sagr
ee 5 4%

TOTAL 116 100%

CHART4.
1.19BANKPROVI
DESALLTHEBANKI
NGNEEDSANDFACI
LITI
ES

I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat14%oft
her
espondent
sst
rongl
yagr
eef
orbank
pr
ovi
desal
lbanki
ngser
vices,41%oft
her
espondent
sagr
eebankpr
ovi
desal
lbanki
ng

43
ser
vices,
32%oft
her
espondent
ssai
dneut
ral
,9%ofr
espondent
ssai
ddi
sagr
eef
orbank
pr
ovi
desal
lbanki
ngser
vicesand4% ofr
espondent
ssai
dst
rongl
ydi
sagr
eef
orbank
f
ulf
il
lal
lbanki
ngneeds.

TABEL4.
1.20RATETHESERVI
CEPROVI
DEDBYNETBANKI
NG

OPTI
ONS FREQUENCY PPERCENTAGE

Hi
ghl
ydi
ssat
isf
ied 24 21%

Di
ssat
isf
ied 35 30%

Mayormaynotbe 20 17%
sat
isf
ied

Sat
isf
ied 20 17%

Hi
ghl
ysat
isf
ied 17 15%

TOTAL 116 100

CHART 4.
1.20RATETHESERVI
CEPROVI
DEDBYNETBANKI
NG

I
NTERPRETATI
ON

44
Fr
om t
heabov
etabl
ewecani
nfert
hat21%oft
her
espondent
shi
ghl
ydi
ssat
isf
iedf
or
Netbanki
ng,30% oft
he r
espondent
s di
ssat
isf
ied f
orNetbanki
n,17% oft
he
r
espondent
ssai
dmayormaynotbesat
isf
ied,17%ofr
espondent
sar
esat
isf
ied wi
th
Netbanki
ngand15%ofr
espondent
shi
ghl
ysat
isf
iedwi
thnetbanki
ngpr
ovi
dedbyt
he
bank.

TABEL4.
1.21OVERALLQUALI
TYOFSERVI
CE

OPTI
ONS FREQUENTCY PERCENTAGE

Excel
l
ent 15 13%

Ver
ygood 29 25%

Good 52 45%

Av
erage 4 16%

Poor 19 1%

TOTAL 116 100%

CHART4.
1.21OVERALLQUALI
TYOFSERVI
CE

45
I
NTERPRETATI
ON

Fr
om t
heabov
etabl
ewecani
nfert
hat13%oft
her
espondentgi
ver
atef
orexcel
l
enct
,
25%ofr
espondent
ssai
dver
ygood,
45%ofr
espondent
ssai
dgood,
16%ofr
espondent
s
sai
dav
erageand1%ofr
espondent
srat
eforpoor
.

4.
2.1.
HYPOTHESI
STESTI
NG

CORRELATI
ON:

4.
2.1.
Rel
ati
onshi
pbet
weenNetBanki
ngandI
nter
netser
vicequal
i
ty.

H0-Ther
eisnor
elat
ionbet
weenNetBanki
ngandI
nter
netser
vicequal
i
ty
H1-Ther
eissomer
elat
ionbet
weenNetBanki
ngandI
nter
netser
vicequal
i
ty.

4.
2.1Tabl
eshowi
ngr
elat
ionshi
pbet
weenNetBanki
ngandI
nter
netser
vicequal
i
ty
Cor
rel
ati
ons
i
nter
net
_ser
vi
net
_banki
ng ce
net
_banki
ng Pear
sonCor
rel
ati
on 1 -
.052
Si
g.(
2-t
ail
ed) .
574

N 116 116
i
nter
net
_ser
vice Pear
sonCor
rel
ati
on -
.052 1
Si
g.(
2-t
ail
ed) .
574

N 116 116

I
nter
pret
ati
on:
Accor
dingt
otheabov
e,cal
cul
atedcor
rel
ati
oncoef
fi
cientt
her
eisanegat
ivecor
rel
ati
on
bet
weent
het
wov
ari
abl
esNetbanki
ngandI
nter
netser
vicequal
i
ty.Si
ncesi
gni
fi
cance
0.
574i
sgr
eat
ert
han0.
05,al
ter
nat
ivehy
pot
hesi
sisr
eject
edandnul
lhy
pot
hesi
sis
accept
ed.Ther
efor
ether
eisnor
elat
ionbet
weenNetbanki
ngandI
nter
netser
vice
qual
i
ty.

46
4.
2.2.
Rel
ati
onshi
pbet
weenBestser
vicequal
i
tyandt
ransf
err
ingt
hecash.

H0-Ther
eisnor
elat
ionbet
weenbestser
vicequal
i
tyandt
ransf
err
ingt
hecash.
H1-Ther
eissomer
elat
ionbet
weenbestser
vicequal
i
tyandt
ransf
err
ingt
hecash.

4.
2.2Tabl
eshowi
ngr
elat
ionshi
pbet
weenbestser
vicequal
i
tyandt
ransf
err
ingt
hecash

Cor
rel
ati
ons
t
ransf
err
ing_
c
best
_ser
vice ash
best
_ser
vice Pear
sonCor
rel
ati
on 1 325**
.
Si
g.(
2-t
ail
ed) .
000

N 116 116
*
*
t
ransf
err
ing_
cash Pear
sonCor
rel
ati
on .
325 1
Si
g.(
2-t
ail
ed) .
000

N 116 116
*
*.Cor
rel
ati
oni
ssi
gni
fi
cantatt
he0.
01l
evel
(2-
tai
l
ed)
.

I
nter
pret
ati
on:
Accor
dingt
otheabov
e,cal
cul
atedcor
rel
ati
oncoef
fi
cientt
her
eisaposi
ti
vecor
rel
ati
on
bet
ween t
he t
wo v
ari
abl
es bestser
vice qual
i
ty and t
ransf
err
ing t
he cash.
Since
si
gni
fi
cance0.
000 i
slessert
han0.
05,al
ter
nat
ivehy
pot
hesi
sisaccept
ed and nul
l
hy
pot
hesi
sisr
eject
ed.Ther
efor
ether
eissomer
elat
ionbet
weenbestser
vicequal
i
ty
andt
ransf
err
ingt
hecash.

47
CHISQUARE:
4.
2.3.
Rel
ati
onshi
pbet
weengenderandser
viceusedt
hemost
.

H0Ther
eisnor
elat
ionbet
weengenderandser
viceusedt
hemost

H1Ther
eissomer
elat
ionbet
weengenderandser
viceusedt
hemost
.

4.
2.3Tabl
eshowi
ngr
elat
ionshi
pbet
weenbestgenderandser
viceusedt
hemost

Chi
-Squar
eTest
s

Asy
mp.Si
g.
Val
ue df (
2-si
ded)

Pear
sonChi
-Squar
e 503a
8. 3 .
037

Li
kel
i
hoodRat
io 8.
659 3 .
034

Li
near
-by
-Li
near
6.
837 1 .
009
Associ
ati
on

NofVal
i
dCases 116

I
nter
pret
ati
on:

Basedont
her
esul
tsofChi
-squar
e,t
her
eissi
gni
fi
cantassoci
ati
onbet
weent
hegender
andser
viceusedt
hemost
,asi
tisst
ati
sti
cal
l
ysi
gni
fi
cantat(
p<0.
05)
.Theabov
etabl
e
showst
hechi
-squar
eval
ueof
of8.
503andi
ssi
gni
fi
cantatp<(
0.05)
.Thi
sshowst
hat

48
t
her
eissi
gni
fi
cantassoci
ati
onbet
weent
hegenderoft
hecust
omerandser
viceused
t
hemostbycust
omer
.

4.
2.4.
Rel
ati
onshi
pbet
weengenderandt
ypesofbankaccount
s.

H0-Ther
eisnor
elat
ionbet
weenGenderandt
ypesofbankaccount
s
H1-Ther
eissomer
elat
ionbet
weenGenderandt
ypesofbankaccount
s.

4.
2.4Tabl
eshowi
ngr
elat
ionshi
pbet
weenGenderandt
ypesofaccont
s

Chi
-Squar
eTest
s

Asy
mp.Si
g.
Val
ue df (
2-si
ded)

Pear
sonChi
-Squar
e
736a
12. 3 .
005

Li
kel
i
hoodRat
io 18.
237 3 .
000

Li
near
-by
-Li
near
8.
586 1 .
003
Associ
ati
on

NofVal
i
dCases 116

I
nter
pret
ati
on:

I
NTERPRETATI
ON

49
Basedont
her
esul
tsofChi
-squar
e,t
her
eissi
gni
fi
cantassoci
ati
onbet
weent
hegender
andt
ypeofbankaccount
s,asi
tisst
ati
sti
cal
l
ysi
gni
fi
cantat(
p<0.
05)
.Theabov
etabl
e
showst
hechi
-squar
eval
ueof12.
736andi
ssi
gni
fi
cantat(
p<0.
05)
.Thi
sshowst
hat
t
her
eissi
gni
fi
cantassoci
ati
onbet
weent
hegenderoft
hecust
omerandt
ypeofbank
account
s.

CHAPTER5

50
5.
1FI
NDI
NGS

1.Ther
esul
tsshowst
hat62%oft
her
espondent
sar
emal
e.

2.Ther
esul
tsshowst
hat32%oft
her
espondent
sar
e40t
o55y
ear
sofage.

3.Ther
esul
tsshowst
hat61%oft
her
espondent
sar
emar
ri
ed.

4.Ther
esul
tsshowst
hat85%oft
her
espondent
sar
ehav
ingsav
ingaccount
..

5.
Ther
esul
tsshowst
hat34% oft
her
espondent
shav
ebeencust
omerf
or5y
ear
sor
mor
e.

6.Ther
esul
tsshowst
hat42%oft
her
espondent
sar
emost
lyusel
oans.

5.Ther
esul
tsshowst
hat61%oft
her
espondent
schooset
hisbankf
orl
owi
nter
estr
ate
i
nloans.

7.
Ther
esul
tsshowst
hat37%oft
her
espondent
svi
sit
ed1t
o3t
imesi
namont
h.

8.Ther
esul
tsshowst
hat44%oft
her
espondent
shav
epr
obl
em ofATM

9.Ther
esul
tsshowst
hat67%oft
her
espondent
shav
eot
heraccounti
nNat
ional
i
zed/
pr
ivat
ebank.

51
10.
Ther
esul
tsshowst
hat72%oft
her
espondent
srecommendTNSCt
oot
her
s.

11.Ther
esul
tsshowst
hat32% oft
her
espondent
sagr
eest
hatTNSC bankhasno
i
ssuesr
elat
edt
otr
ansact
ionoff
unds

12.Ther
esul
tsshowst
hat41% oft
her
espondent
sagr
eest
hatTNSCbankpr
ovi
des
bestser
vicequal
i
ty.

13.Ther
esul
tsshowst
hat47% oft
her
espondent
sagr
eest
hati
nter
netser
vicei
s
f
avour
abl
e.

14.Ther
esul
tsshowst
hat40%oft
her
espondent
sagr
eest
hatTNSCbankwon'
thi
de
anyi
nfor
mat
ionr
elat
edt
othei
rcust
omer
.

15.Ther
esul
tsshowst
hat42%oft
her
espondent
sagr
eest
hatTNSCbankempl
oyees
hav
eposi
ti
veat
ti
tudet
owar
dcust
omer
.

16.Ther
esul
tsshowst
hat42%oft
her
espondent
sagr
eest
hatt
heydi
dn'
tnotmakeany
del
ayi
ntr
ansf
err
ingt
hecash.

17.
Ther
esul
tsshowst
hat38%oft
her
espondent
sgi
vesneut
ralf
orTNSCbanki
sbet
ter
t
hanot
herbanks.

18.Ther
esul
tsshowst
hat41%oft
her
espondent
sagr
eest
hatTNSCbankpr
ovi
desal
l
banki
ngneedsandf
aci
l
iti
est
othei
rcust
omer
.

19.
Ther
esul
tsshowst
hat30%oft
her
espondent
sdi
ssat
isf
iedwi
thnetbanki
ng.

20.Ther
esul
tsshowst
hat45% oft
her
espondent
srat
esgoodf
orov
eral
lqual
i
tyof
ser
vice.

52
5.
2SUGGESTI
ONS

 Cust
omer
sar
eexcept
edt
hebankpr
ospecti
nor
dert
oknowt
hebankpr
ocedur
e.

 The bankshoul
d pr
ovi
degood env
ironmenti
n or
dert
ofacehugenumberof
cust
omerl
i
keheadbr
anchal
lsubbr
anchneedsamef
aci
l
ity
.

 Thebankchar
gedeposi
trat
eanddi
scountr
atet
hebankshoul
dinf
ormt
othe
cust
omer
smobi
l
es.

 Thebankcant
akenecessar
yst
epst
ocr
eat
eawar
enessr
uralpeopl
eaboutt
he
adv
ant
agesofnetbanki
ngser
vices.

 Ef
fect
iveuseofcommuni
cat
ionnetwor
kbyt
hebank.

 I
fthebanki
ntr
oducednewbankschemet
henot
iceboar
dshoul
ddi
spl
ayi
nfr
ontof
t
hebank.

Cust
omerquer
iesshoul
dbeopenedi
nor
dert
oav
oidmi
stake.

53
 Thesepar
atecount
ersshoul
dbeal
l
ott
edf
orpr
ovi
dingpassbookandcol
l
ect
ionof
cheque.

 Topr
omot
efi
nanci
ali
ncl
usi
onandt
oext
endt
hebanki
ngnet
wor
kinunbanked
ar
eas.

 Toopenbr
anchesatanypl
aceast
ost
artl
ooki
ngbr
anchesatr
uralbanki
ngasa
busi
nessandsoci
alr
esponsi
bil
i
ties.

 Toeducat
ethecust
omer
sont
hef
inanci
all
i
ter
acy
.

 Bankcanbeenhancedt
omakeonl
i
neenqui
ryandonl
i
nepay
mentmuchmor
e
easi
ert
othecust
omer
s

CONCLUSI
ON

Thebanki
ngsect
orhasundergonemanychangest
henew economi
cpol
i
cybased
onpr
ivat
izat
ion,gl
obal
i
zat
ion and l
i
ber
ali
zat
ions adopt
ed by gov
ernmentofI
ndi
a.
Cust
omeri
stheki
ngi
nthepr
esentdaybanki
ng.Si
ncet
hebanksar
epr
ovi
dingt
ail
or
madeser
vicest
othechangi
ngneedsoft
heul
tr
amoder
ncust
omert
ofacet
hei
rst
if
f
compet
it
ionf
rom t
her
ivalbanks.Todayt
hecust
omerser
vicespr
efer
encekeepon
changi
ngatar
api
dspeedandt
hei
rdemands.Fort
hebanki
ngsect
orchal
l
engi
ngand
t
oughj
obf
ort
hebanker
sinr
etai
ningt
heexi
sti
ngcust
omerbaseandwi
nni
ngnew
cust
omer
.Theai
m oft
hebanker
sist
omaket
hecust
omer
scomf
ort
abl
yandhappyt
o
achi
evet
hei
rtar
get
s.Toachi
evet
hehi
ghl
ychal
l
engi
ngt
askofcust
omer
ssat
isf
act
ion

54
banker
stur
ningt
otechnol
ogyf
orhel
p.Banker
sar
enotonl
ysat
isf
yingt
hecust
omerbut
shoul
dal
sot
ri
ggert
oat
ti
tudeoft
hecust
omer
stowar
dst
hebank.Eachbankf
oll
ow
di
ff
erentpr
ocedur
eiti
sver
ydi
ff
icul
ttof
oll
owt
hecust
omer
s.Ev
ent
hought
hecust
omer
i
swel
leducat
edsomet
imehi
ght
echnol
ogybanki
ngser
viceshesi
tat
ethecust
omerf
or
t
het
ransact
ion.Fort
heef
fect
ivebanki
ngt
ransact
iont
hebanksshoul
dhav
egood
communi
cat
ion,sof
tski
l
lmustneed.Atev
eryl
evelofdel
ayi
ngwi
tht
hebankt
he
cust
omert
hebankmanagementneed t
o educat
etheempl
oyeesf
ort
hebanki
ng
act
ivi
ti
esandpr
ocess.Uni
ver
sal
banki
ngpr
ocedur
ecanhel
pthecust
omerf
ort
hebet
ter
t
ransact
ion.

BI
BLI
OGRAPHY

BOOKS:

Kot
ler
,K.(
2012)
.Mar
ket
ingManagement
.Pear
sonEducat
ionLi
mit
ed.

Act
asdel13Congr
esodel
aAsoci
aci
ónI
nter
naci
onaldeHi
spani
stas:Madr
id,
6-11de
j
uli
ode1998.(
2000)
.Madr
id:
Cast
ali
a.

Websi
tes:

55
Phi
l
ipKot
lerDrKev
inLaneKel
l
er,&Kel
l
er,K.&.(
n.d.
).Mar
ket
ingManagementGl
obal
Edi
ti
on,14t
hEdi
ti
on.Ret
ri
evedf
rom ht
tps:
//www.
pear
son.
com/
uk/
educat
ors/
higher
-
educat
ion-
educat
ors/
product
/Kot
ler
-Mar
ket
ing-
Management
-Gl
obal
-Edi
ti
on-
14t
h-
Edi
ti
on/
9780273753360.
html

(
PDF)Concept
ual
i
zing and r
esear
chi
ng empl
oyerbr
andi
ng.(
n.d.
).Ret
ri
eved f
rom
ht
tps:
//www.
resear
chgat
e.net
/publ
i
cat
ion/
235310489_
Concept
ual
i
zing_
and_
resear
chi
n
g_
empl
oyer
_br
andi
ng

Agent
Jel
l
yfi
sh1538.(
n.d.
).Anot
herst
udyconduct
edbyVar
iawa2010anal
yzedt
he
i
nfl
uence of packagi
ng on: Cour
se Her
o. Ret
ri
eved f
rom
ht
tps:
//www.
cour
seher
o.com/
fil
e/p6j
cr3v
/Anot
her
-st
udy
-conduct
ed-
by-
Var
iawa-
2010-
anal
yzed-
the-
inf
luence-
of-
packagi
ng-
on/

Schi
ff
man, L. (
n.d.
). Consumer Behav
ior
. Ret
ri
eved f
rom
ht
tps:
//www.
pear
son.
com/
us/
higher
-educat
ion/
product
/Schi
ff
man-
Consumer
-Behav
ior
-
9th-
Edi
ti
on/
9780131869608.
html

Admi
n. (
2020, Sept
ember 10)
. New Mexi
co Obi
tuar
ies. Ret
ri
eved f
rom
ht
tps:
//www.
legacy
.com/
obi
tuar
ies/
local
/new-
mexi
co

(
PDF)ConsumerBehav
iort
owar
dsDeci
sionMaki
ngandLoy
alt
ytoPar
ti
cul
arBr
ands.
(
n.d.
). Ret
ri
eved f
rom
ht
tps:
//www.
resear
chgat
e.net
/publ
i
cat
ion/
303789700_
Consumer
_Behav
ior
_towar
ds_
D
eci
sion_
Maki
ng_
and_
Loy
alt
y_t
o_Par
ti
cul
ar_
Brands

Mar
ket
ing ManagementbyKev
in Lane Kel
l
erand Phi
l
ip Kot
ler(
2005,Har
dcov
er,
Rev
ised edi
ti
on) f
or sal
e onl
i
ne. (
n.d.
). Ret
ri
eved f
rom
ht
tps:
//www.
ebay
.com/
p/44414727

56
Der
rek Lee 2005 Bat
ti
ng Spl
i
ts. (
n.d.
). Ret
ri
eved f
rom ht
tps:
//www.
basebal
l
-
r
efer
ence.
com/
play
ers/
spl
i
t.f
cgi
?i
d=l
eede02&y
ear
=2005

JanetD.Neal
sresear
ch wor
ks |Uni
ver
sit
y ofNor
th.
..(
n.d.
).Ret
ri
eved f
rom
ht
tps:
//www.
resear
chgat
e.net
/sci
ent
if
ic-
cont
ri
but
ions/
Janet
-D-
Neal
-30421906

The I
nfl
uence ofCul
tur
e on ConsumerI
mpul
siv
e Buy
ing .
..(
n.d.
).Ret
ri
eved f
rom
ht
tps:
//onl
i
nel
i
brar
y.wi
l
ey.
com/
doi
/abs/
10.
1207/
S15327663JCP1202_
08

Mar
ketSegment
ati
on-Resear
chMet
hodol
ogy
.(2012,Oct
ober14)
.Ret
ri
evedf
rom
ht
tps:
//r
esear
ch-
met
hodol
ogy
.net
/mar
ket
-segment
ati
on/

Yogi
,P.(
2015,
Januar
y06)
.Psy
chYogi
.Ret
ri
evedf
rom ht
tp:
//psy
chy
ogi
.
org/
brunner
-et
-
al
-1993/

57
ANNEXURE

QUESTI
ONNAI
RE

ASTUDYONCUSTOMERBEHAVI
ORTOWARDSTNSCBANK

Respondent
’sper
sonal
det
ail
s

Gender
:()Mal
e()Femal
e

Age:
()Bel
ow30y
ear
s()30-
40y
ear
s()40-
50y
ear
s()Abov
e50y
ear
s

Mar
it
alst
atus:
()Mar
ri
ed()Unmar
ri
ed()wi
dow

58
1.Whatki
ndofa/
cyouar
ehol
dingi
nthi
sbank?

a)cur
renta/
cb)sav
inga/
cc)RD(r
ecur
ri
ngdeposi
ta/
c) d)FD(f
ixeddeposi
ta/
c)

2.Howl
ongy
ouhav
ebeenacust
omeri
nTNSCbank?

a)l
esst
han6mont
hs b)1y
rtol
esst
han3y
rs c)3y
rst
olesst
han5y
rs d)5y
rsor
mor
e

3.Whi
char
etheser
vicey
ouuset
hemost
?

a)ATM ser
viceb)debi
tcar
dser
vice c)netbanki
ng d)l
oane)ot
her

4.Whydoy
ouchooset
hisbank

a)l
owi
nter
estr
atei
nloanb)l
ockerf
aci
l
iti
esc)l
ocat
iond)cust
omerser
vicee)ot
her

5.Howf
requent
lydoy
ouuset
hebanki
ngser
vicespermont
h?

a)nev
erb)1t
o3t
imesc)3t
o8t
imesd)8ormor
e

6.Cust
omer
sdi
ff
icul
ti
esdur
ingbankt
ransact
ion

a)del
ayi
nbanki
ngf
unct
ionb)pr
obl
em ofATM c)ser
vicechar
ged)i
mpr
operbehav
ior
ofempl
oyees

7.
Doy
ouhav
eanyot
herbanka/
cinnat
ional
i
zed/pr
ivat
ebank

a)y
esb)no

8.Woul
dyour
ecommendt
hisbankt
oot
her
s?

a)y
esb)no

9.Ther
eisnoi
ssuesr
elat
edt
othet
ransact
ionoff
unds

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

10.
TNSCbankpr
ovi
desbestser
vicequal
i
ty

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

59
11.I
nter
netser
vicepr
ovi
dedbyt
hebanki
sfav
orabl
e

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

12.TNSCbankwon'
thi
deanyi
nfor
mat
ionr
elat
edt
othei
rcust
omer
s

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

13.Tnscbankempl
oyeeswi
l
lal
way
shav
eaposi
ti
veat
ti
tudet
owar
dst
hei
rcust
omer

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

14.Theywi
l
lnotmakeanydel
ayi
ntr
anf
eri
ngt
hecash

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

15.Tnscbanki
sbet
tert
hanot
herbank

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

16.Tnscbankpr
ovi
desal
lthebanki
ngneedsandf
aci
l
iti
est
othei
rCust
omer
s

a)st
rongl
yagr
eeb)agr
eec)neut
rald)di
sagr
eee)st
rongl
ydi
sagr
ee

17.
Rat
etheser
vicepr
ovi
dedbyNetbanki
ng

a)Hi
ghl
ydi
ssat
isf
iedb)di
ssat
isf
iedc)mayormaynotbesat
isf
iedd)sat
isf
iede)hi
ghl
y
sat
isf
ied

18.Rat
etheov
eral
lqual
i
tyofser
vices

a)excel
l
entb)v
erygoodc)goodd)av
eragee)poor

19.Anysuggest
ionf
orser
vicei
mpr
ovement
:

60