Chapter 1

1 INTRODUCTION

1.1 BANKING

Banking is an industry that handles cash, credit, and other financial transactions. Banks provide a
Safe place to Store extra cash and credit. They offer savings accounts, Certificates of Deposit,
and checking accounts. Banks use these deposits to make loans. These loans include home
mortgages, business loans, and car loans.

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.

Banking is defined as “Accepting of deposits of money from public for the purpose of Lending or
Investment, repayable on demand or otherwise and withdrawable by cheque, draft, or
otherwise”

BANKING IN INDIA

In India the banks and banking have been divided in different groups. Each group has their own benefits
and limitations in their operations. They have their own dedicated target market. Some are concentrated
their work in rural sector while others in both rural as well as urban. Most of them are only catering in
cities and major towns.

Modern banking in India originated in the last decade of the 18th century. Among the first banks were
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.
KERALA BANK

The Kerala Bank is a fully government-owned corporation that serves the people of the State of
Kerala. Its formation was enacted through a merger between 14 cooperative banks and one
cooperative bank. A bank has been formed through a merger at the state level. The new bank will
have 762 branches across Kerala, headquartered in Thiruvananthapuram, and function with 4000
employees.

Kerala Bank is the name of a proposed bank to be formed due to the merger of Kerala State Co-
operative Bank (SCB) and 14 district cooperative banks (DCBs). With this merger, Kerala Bank will
be India’s fourth-largest state-owned bank. This merger will help strengthen the financial position of
both urban cooperative banks and farmers. The economic progress of Kerala is mainly due to
remittances from the Diaspora and tourism, which has seen a downfall owing to COVID-19. As a
result, farming has become the main revenue source for Keralites.

SERVICES PROVIDED BY KERALA BANK

1. ATM
2. Rupay Debit Card
3. Mobile ATM
4. DTM
5. Mobile ATM Van
6. National Electronic Fund Transfer
7. Real-time Gross Settlement
8. Cheque Truncation Systems
9. Direct Benefit Transfer
10. Safe Deposit Locker Facility
11. SMS Alert
12. The KSEB Mobile Banking App

1.2 STATEMENT OF THE PROBLEM:

In the current competitive world banks have to struggle their might to offer the best have offer the
best of the customer satisfaction through various innovative strategies in order to services in
industry. Banking industry is passing through a challenging phase. The demonetization policy
introduced by the government has affected the banking industry to a great extent. The banking
sector facing lot of challenges due to competition, technologies developments changing customer’s
needs and policies of government. In this competitive and fast changing era, it becomes imperative
for a bank to satisfy the needs of the customer. The banks are spending a lot of the time and energy
to frame policies about customer satisfaction. The study would stand as a sincere attempt to
evaluate customer satisfaction of Kerala Bank in kanjirappally town.

1.4 SCOPE OF THE STUDY:

1. The study is conducted on behalf of the customers of SBI.

2. The study is conducted to know the customer preference towards the choosing the services,
the awareness on the various services provided by banks, the frequency of services used.

3. The study has put forward the Customers as well as acceptability behaviour for the services.

4. The study defines about their satisfaction level of towards the services provided by the Kerala
Bank in the selected area.

1.3 OBJECTIVE OF STUDY

Banking is the backbone of a modern economy. Banking institutions make a significant contribution
to the progress of the country. The sustainable economy too depends on the strength of the banking
industry. Co-operative banks also play an important role in this. Kerala's economy is drawing
immense strength from its co-operative sector, which has a long cherished legacy of contributing
significantly to the nation-building process.

On its part, the Kerala Government has started initiating several structural changes in the
cooperative banking sector with the objective of ensuring more vigour and vitality to all activities in
the sector. Accordingly, thirteen District Co-operative Banks have been merged with the Kerala State
Co-operative Bank on 29th November, 2019. The new entity, now known as Kerala Bank, envisages
large-scale development of the state in all the key sectors. As far as the Kerala society is concerned,
it is the bank of the common ma
 1. To study the level of customer satisfaction towards the services provided by the Kerala Bank
in kanjirappally town.
2. To identify the factors those influence the selection of kerala Bank banking service in
kanjirappally town.
3. To examine the expectations level and the satisfaction level of the customers towards the
service rendered by the Kerala Bank.

1.4 HYPOTHESIS OF THE STUDY

1.5 RESEARCH METHODOLOGY

This Report depends on primary just as secondary information. It is the most important way to
identifying the customers problem and then providing the suitable solution for the customer. It is fully
based on the descriptive methods. The most part comprises of the information that is gathered once
again just because and in this manner is unique in character. Primary Data that utilized in the
investigation. According to the customers problem increase the services and give the best service
for the customer. There is no difference in the mean satisfaction of the bank services. The most
important part for the data collection Google form. I was preparing the questionnaire it was the best
resource for the data collection.

Primary Data: The primary data were collected from among the respondents with the help of a well
structured Questionnaire.

Research Design: The most part comprises of the information that are gathered once again just
because and in this manner is unique in character. Primary Data that utilized in the investigation.

Sampling Method: This sample was collecting through questionnaire and survey. Respondents were
selected from the population of kanjirappally by using sampling method.

1.6 TOOLS OF ANALYSIS

Different statistical and mathematical tool like tables, diagram etc.. Were used for purpose of study.

1.7 PERIOD OF STUDY

The entire project work spanned over a period of 3 months. It was carried out from…