Customer Behaviour Towards Digital

Products Of J&K Bank

Presented By: Harsimran Kour Reen

Roll.no: 1234MBA19
 CONTENTS
•ABOUT J&K BANK
•MISSION & VISION OF THE BANK
•UNIQUE CHARACTERSTICS
•HIGHLIGHTS
•CUSTOMER SERVICES
•DIGITAL SERVICES DEPARTMENT
•CREDIT, DEBIT CARD & POINT OF SALE MACHINE
•E-BANKING
•RESEARCH METHODOLOGY
•OBJECTIVES OF THE STUDY
•QUESTIONNAIRE
•INPUTS & STATISTICS
•FINDINGS
•SUGGESTIONS
•CONCLUSION
 ABOUT J&K BANK
• J&K BANK- Jammu & Kashmir Bank has been the first of its
nature & composition as a State owned bank in the country.

HIGHLIGHTS OF J&K BANK.

INDUSTRY BANKING,FINANCIAL SERVICES
FOUNDED OCTOBER 1,1938
HEADQUARTERS SRINAGAR
AREA SERVED WORLD-WIDE
NETWORK 12603 EMPLYOEES WITH 877 BRANCHES.
 MISSION & VISION OF J&K BANK.
• MISSION- To remain financially strong, sound, growth
oriented and profitable bank with main focus towards providing
convenient, reliable, cost-effective and personalized services to
all its customers.
• VISION- The vision of the bank is to be financially sound,
profitable, growth and technology oriented bank committed to
buildings and maximizing sustainable value for all its
shareholders, customers and employees.
 UNIQUE CHARACTERSTICS.
 Private sector Bank despite government holding 53 per cent of equity.
 Sole banker and lender of last resort to the Government of J&K.

 Plan and non -plan funds, taxes and non-tax revenues routed through the bank.

 Salaries of Government officials disbursed by the Bank.

 Only private sector bank designated as agent of RBI for banking.

 Carries out banking business of the Central Government.

 HIGHLIGHTS

The fastest growing bank with 935 branches across the country.

Over 98% of the business computerized

Internet banking, SMS and mobile banking provided.

Anywhere banking, telebanking and swift banking provided.

ATMs connected globally to all master networked ATMs.

Mobile ATM services.

Own credit card

 CUSTOMER SERVICES.
• The Bank continued its emphasis on maintaining high standards of services to its customer.
• In this direction the Bank introduced various hi-tech and customer friendly products during the year,
providing value added service to achieve customer satisfaction.
• Customer complaints received are dealt promptly and expeditiously.
• The Bank is a member of the Banking codes and Standards board of India and has adopted ‘Code of
Bank’s commitment to customer’, a voluntary code of providing protection and ‘Right to know’ to the
customer.
• The Bank has established a 24 x 7 help desk address customer queries.
 DIGITAL SERVICES DEPARTMENT
• The Digital Services Department of Zonal Office Jammu has the responsibility of coordinating between the
branches – customers – head office (CHQ, SRINAGAR).The department deals with all third party products
and markets them through its respective branches.
• Like other banks J&K BANK also provides “DIGITAL SERVICES PRODUCTS” to their customers, so
that the transactions can be easily done without spending extra time. These are the extra benefits that a bank
provides to its customer, so that the customer can have all the details of the transactions made by them
without visiting to the branch. These DIGITAL SERVICES includes:
• 1. Credit Cards

• 2. Debit Cards

• 3. POS machine

• 4. E-banking
 CREDIT CARD.
• A credit card is part of a system of payments named after the small plastic card issued to
the users of the system.

• It is a card entitling its holder to buy goods and services based on the holders promise to
pay of these goods and services.

FEATURES OF CREDIT CARD.

It is a piece of plastic about 3.5x2 inches in size. Some of the features of credit cards are as
below:

• LOGOS: The card carries logos of the card association (Visa, MasterCard) as well as that
of the issuing bank (J&K,ICICI,HDFC and so on )in the front of the card.

• NUMBER: The card number is embossed in the front. This is usually a 16-digit number.

• NAME: Also embossed on the front of the card in the name of the cardholder.
• EXPIRY DATE: The date till which the card is valid is embossed on the front of the card.

• MAGNETIC STRIPE: There is a magnetic stripe (called magstripe) running through the length on the card on
the reverse. This contains the identification information of the card which is transmitted during a transaction.

• CVV NUMBER: This is a three digit number that appears on the reverse of the card after the 16-digit card
number.

• CONTACT NO: On the reverse of the card the issuing bank’s contact numbers are printed. The cardholder can
call these numbers for any card related queries.

• SIGNATURE: There is a space below the magnetic stripe where the cardholder is mandatory to sign.

• SECURE CODE: A Master card secure code is also provided to the customers of the bank. It is a very
important because it protects their customers at that time when they are doing online shopping.
 DEBIT CARD.
• A debit card (also known as a bank card or check card) is a plastic card that
provides the cardholder electronic access to his or her bank account/s at a
financial institution.
• Some cards have a stored value with which a payment is made, while most relay
a message to the cardholder's bank to withdraw funds from a designated
account in favour of the payee's designated bank account.
FEATURES:
 Pin Based -Maestro / Cirrus Debit Card.
 Provides online access to savings or current account.
 Accepted at all domestic as Well as International MasterCard, Maestro, Cirrus
Enabled ATM's and Point Of Sale locations.
 Accepted at National Financial Switch (NFS) ATM's.
 No Transaction Fee at JK Bank ATM's.
 No Transaction Fee on purchases
POINT OF SALE MACHINE
• A point of sale/ service (pos) machine is used to conduct retail transactions. It can
provide many services, including credit card processing, check reading and cash
transactions, depending on the model.

• These devices can be found virtually anywhere, from grocery stores to gas
stations.

• The technology used in pos machines results in a speedy and secure transaction.

• Point of sale/service (pos) machine or checkout is the location where a

transaction occurs.

• A “checkout” refers to a pos terminal or more generally to the hardware and

software used for checkouts, the equivalent of an electronic cash register.
 WHAT IS DIGITAL BANKING & E-
BANKING.
1-E-Banking is a product designed for the purposes of online banking that enables you
to have easy and safe access to your bank account.
2- E-banking is a safe, fast, easy and efficient electronic service that enables you access
to bank account and to carry out ONLINE BANKING services, 24 hours a day, and 7
days a week.
3- Digital banking involves high levels of process automation and web-based services
and may include APIs enabling cross-institutional service composition to deliver
banking products and provide transactions. It provides the ability for users to access
financial data through Desktop ,Mobile and ATMs.
DIGITAL SERVICES & ADVANTAGES OF DIGITAL
BANKING.
DIGITAL SERVICES.
1-Internet Banking
2-Phone Banking
3-SMS Banking
4-Missed Call Banking
5-ATMs
Advantages of Digital banking.
1-Lower manpower and back office cost.
2-Time saving
3-Convenience
4-Online services are provided 24 hrs a day,7 days a week and 52 weeks a year.
 RESEARCH METHODOLOGY
• TITLE OF THE STUDY: “Customer Behaviour Towards Digital Products of J&K
Bank’’.

• DURATION OF THE STUDY : 2 Months.

• SAMPLING UNIT: J&K Bank (Shastri Nagar Branch)
• SAMPLING SIZE: 100 Respondents.
• SAMPLING TECHNIQUE: Convenience & Judgement Sampling
• DATA SOURCES: Primary & Secondary Data
• RESEARCH INSTRUMENT: Questionnaire
 OBJECTIVES OF THE STUDY
To study the awareness level of J&K bank customers regarding Digital Products.
•  To study the awareness level of J&K bank customers regarding Digital
Products.
•  To measure the satisfaction level of people.
• To know the necessity of Digital Products for the bank to stand in competition.
• To understand what class customers are sensitive towards Digital Products.

 
 1. PROFILE OF RESPONDENTS
Scale No. of Respondents Percentage Analysis
Male 60 60.00
Female 40 40.00
Total 100 100.00

Profile of Respondents

40% Male
Female
60%

Interpretation:
Most of the respondents were male i.e 60%
 2.Age Group

Scale No. of Respondent Percentage Analysis

18-25 years 7 7.00
25-30 years 37 37.00
30-35 years 26 26.00
35-45 years 17 17.00
45 yrs. and above 13 13.00
Total 100 100.00

Age Group
13% 7% 18-25 yrs
17% 25-30 yrs
37% 30-35 yrs
35-45 yrs
26% 45 yrs and above

Interpretation:
Majority of customers are of age 25-35.
 3.ANNUAL INCOME
Scale No. of Respondents Percentage Analysis
>1 Lakhs 25 25.00
>2 Lakhs 24 24.00
>5 Lakhs 29 29.00
5 Lakhs and above 23 23.00
Total 100 100.00

Annual Income
23% 25%
>1 Lakhs
>2 Lakhs
>5 Lakhs
5 Lakhs and above
29% 24%

Interpretation:
Most of my respondents have an annual income of >5Lakhs.
 4. How long have you been dealing with J&K Bank?
Scale No. of Respondents Percentage Analysis
1 year 11 11.00
1-5 years 34 34.00
5-10 years 34 34.00
10 years and above 21 21.00
Total 100 100.00

Time Period
21% 11% 1 year
1-5 year
34% 5-10 year
10 year and above
34%

Interpretation:
Most people are loyal customers of J&K Bank.
 5.HOW DO YOU RATE THE J&K BANK CARD SERVICES?
Scale No. of Respondents Percentage Analysis
EXCELLENT 16 16.00
GOOD 63 63.00
AVERAGE 12 12.00
POOR 9 9.00
TOTAL 100 100.00

SCALE
12% 9% 16% EXCELLENT
GOOD
AVERAGE
63% POOR

Interpretation:
Most of the customers are satisfied with the J&K bank card services.
 6.ARE YOU AWARE OF POS MACHINE?
Scale No. of Respondents Percentage Analysis
YES 59 59.00
NO 41 41.00
TOTAL 100 100.00

Scale of Analysis

41%
YES
NO
59%

Interpretation:
We were surprised to know that about 41% people were not aware about POS machine of J&K
Bank.
 7. DO YOU KNOW ABOUT JK BANK MPAY APPLICATION?
Scale No. of Respondents Percentage Analysis
YES 66 66.00
NO 34 34.00
TOTAL 100 100.00

Scale of Analysis
34%
YES
NO
66%

Interpretation:
About two-third customers knew about the mobile banking MPAY app.