aaqib final project

8/9/2019 Aaqib Final Project

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A BRIEF HISTORY OF INDIAN BANKING SYSTEM

Without a sound and effective an!in" s#ste$ in India it cannot have a hea%th# econo$#&

The an!in" s#ste$ of India shou%d not on%# e hass%e f'ee ut it shou%d e a%e to $eet

ne( cha%%en"es )osed # the techno%o"# and an# othe' e*te'na% and inte'na% facto's&

Fo' the )ast th'ee decades India+s an!in" s#ste$ has seve'a% outstandin" achieve$ents

to its c'edit& The $ost st'i!in" is its e*tensive 'each& It is no %on"e' confined to on%#

$et'o)o%itans o' cos$o)o%itans in India& In fact, Indian an!in" s#ste$ has 'eached even

to the 'e$ote co'ne's of the count'#& This is one of the $ain 'easons of India+s "'o(th

)'ocess&

The "ove'n$ent+s 'e"u%a' )o%ic# fo' Indian an! since -./. has )aid 'ich dividends (ith

the nationa%i0ation of -1 $a2o' )'ivate an!s of India& Not %on" a"o, an account ho%de'

had to (ait fo' hou's at the an! counte's fo' "ettin" a d'aft o' fo' (ithd'a(in" his o(n

$one#& Toda#, he has a choice& Gone a'e da#s (hen the $ost efficient an! t'ansfe''ed

$one# f'o$ one 'anch to othe' in t(o da#s& No( it is si$)%e as instant $essa"in" o'

dia%s a )i00a& Mone# has eco$e the o'de' of the da#&

The fi'st an! in India, thou"h conse'vative, (as esta%ished in -34/& F'o$ -34/ ti%%

toda#, the 2ou'ne# of Indian Ban!in" S#ste$ can e se"'e"ated into th'ee distinct )hases&

The# a'e as $entioned e%o(5

Ea'%# )hase f'o$ -34/ to -./. of Indian Ban!s

Nationa%i0ation of Indian Ban!s and u) to -..- )'io' to Indian an!in" secto'

Refo'$s&

Ne( )hase of Indian Ban!in" S#ste$ (ith the advent of Indian Financia% 6

Ban!in" Secto' Refo'$s afte' -..-&

Phase I

The Gene'a% Ban! of India (as set u) in the #ea' -34/& Ne*t ca$e Ban! of Hindustan

and Ben"a% Ban!& The East India 7o$)an# esta%ished Ban! of Ben"a% 8-49.:, Ban! of

Bo$a# 8-419: and Ban! of Mad'as 8-41;: as inde)endent units and ca%%ed it


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Ban!s& These th'ee an!s (e'e a$a%"a$ated in -.=9 and I$)e'ia% Ban! of India (as

esta%ished (hich sta'ted as )'ivate sha'eho%de's an!s, $ost%# Eu'o)eans sha'eho%de's&

In -4/> A%%ahaad Ban! (as esta%ished and fi'st ti$e e*c%usive%# # Indians, 8Act No& =; of -./>:& Rese've Ban! of India (as

vested (ith e*tensive )o(e's fo' the su)e'vision of an!in" in India as the 7ent'a%

Ban!in" Autho'it#&

PhaseII

Second )hase of nationa%i0ation Indian Ban!in" Secto' Refo'$ (as ca''ied out in -.49

(ith seven $o'e an!s& This ste) 'ou"ht 49 of the an!in" se"$ent in India unde'

Gove'n$ent o(ne'shi)&

The fo%%o(in" a'e the ste)s ta!en # the Gove'n$ent of India to Re"u%ate Ban!in"

Institutions in the 7ount'#5

-.1.5 Enact$ent of Ban!in" Re"u%ation Act&

-.>>5 Nationa%i0ation of State Ban! of India&

-.>.5 Nationa%i0ation of SBI susidia'ies&

-./-5 Insu'ance cove' e*tended to de)osits&

-./.5 Nationa%i0ation of -1 $a2o' an!s&

-.3-5 7'eation of c'edit "ua'antee co')o'ation& -.3>5 7'eation of 'e"iona% 'u'a% an!s&

-.495 Nationa%i0ation of seven an!s (ith de)osits ove' =99 c'o'e&

Afte' the nationa%i0ation of an!s, the 'anches of the )u%ic secto' an! India 'ose to

a))'o*i$ate%# 499 in de)osits and advances too! a hu"e 2u$) # --,999& Ban!in" in

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the sunshine of Gove'n$ent o(ne'shi) "ave the )u%ic i$)%icit faith and i$$ense

confidence aout the sustainai%it# of these institutions&

Phase-III

This )hase has int'oduced $an# $o'e )'oducts and faci%ities in the an!in" secto' in its

'efo'$s $easu'e& In -..-, unde' the chai'$anshi) of M Na'asi$ha$, a co$$ittee (as

set u) # his na$e (hich (o'!ed fo' the %ie'a%i0ation of an!in" )'actices& The count'#

is f%ooded (ith fo'ei"n an!s and thei' ATM stations& Effo'ts a'e ein" )ut to "ive a

satisfacto'# se'vice to custo$e's&


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7O Ban!

=3

Ban! of India

Befo'e the ste)s of nationa%i0ation of Indian an!s, on%# State Ban! of India 8SBI: (as

Nationa%i0ed& It too! )%ace in Cu%# -.>> unde' the SBI Act of -.>>& Nationa%i0ation of

Seven State Ban!s of India 8fo'$ed susidia'#: too! )%ace on -.th Cu%#, -./9

The State Ban! of India is India+s %a'"est co$$e'cia% an! and is 'an!ed one of the to)

five an!s (o'%d(ide& It se'ves .9 $i%%ion custo$e's th'ou"h a net(o'! of .,999

'anches and it offe's eithe' di'ect%# o' th'ou"h susidia'ies a (ide 'an"e of an!in"

se'vices&

The second )hase of nationa%i0ation of Indian an!s too! )%ace in the #ea' -.49& Seven

$o'e an!s (e'e nationa%i0ed (ith de)osits ove' =99 c'o'es& Ti%% this #ea', a))'o*i$ate%#

49 of the an!in" se"$ents in India (e'e unde' Gove'n$ent o(ne'shi)& Afte' the

nationa%i0ation of an!s in India, the 'anches of the )u%ic secto' an!s 'ose to

a))'o*i$ate%# 499 in de)osits and advances too! a hu"e 2u$) # --,999&

-.>>5 Nationa%i0ation of State Ban! of India&

-.>.5 Nationa%i0ation of SBI susidia'ies&

-./.5 Nationa%i0ation of -1 $a2o' an!s&

-.495 Nationa%i0ation of seven an!s (ith de)osits ove' =99 c'o'es&

Bank

A an! is a co$$e'cia% o' state institution that )'ovides financia% se'vices, inc%udin"

issuin" $one# in fo'$ of coins, an!notes o' deit ca'ds, 'eceivin" de)osits of $one#,

%endin" $one# and )'ocessin" t'ansactions& A co$$e'cia% an! acce)ts de)osits f'o$

custo$e's and in tu'n $a!es %oans ased on those de)osits& So$e an!s 8ca%%ed Ban!s of

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issue: issue an!notes as %e"a% tende'& Man# an!s offe' anci%%a'# financia% se'vices to

$a!e additiona% )'ofit fo' $ost an!s a%so 'ent safe de)osit o*es in thei' 'anches&

Des)ite co$$on assu$)tions, an!s do not c'eate $one# an!s $e'e%# chan"e det

f'o$ one fo'$ 8%oans: to anothe' 8an!notes:&

7u''ent%# in $ost 2u'isdictions co$$e'cia% an!s a'e 'e"u%ated and 'e@ui'e )e'$ission to

o)e'ate& O)e'ationa% autho'it# is "'anted # an! 'e"u%ato'# autho'ities (hich )'ovides

'i"hts to conduct the $ost funda$enta% an!in" se'vices such as acce)tin" de)osits and

$a!in" %oans& A co$$e'cia% an! is usua%%# defined as an institution that acce)ts oth

de)osits and $a!es %oans the'e a'e a%so financia% institutions that )'ovide se%ected

an!in" se'vices (ithout $eetin" the %e"a% definition of a an!& Ban!s have inf%uenced

econo$ies and )o%itics fo' centu'ies& The )'i$a'# )u')ose of a an! (as to )'ovide %oans

to t'adin" co$)anies& Ban!s )'ovide funds to a%%o( usinesses to )u'chase invento'#, and

co%%ected those funds ac! (ith inte'est (hen the "oods (e'e so%d& Fo' centu'ies, the

an!in" indust'# on%# dea%t (ith usinesses, not consu$e's& 7o$$e'cia% %endin" toda# is

a ve'# intense activit#, (ith an!s ca'efu%%# ana%#0in" the financia% condition of its

usiness c%ients to dete'$ine the %eve% of 'is! in each %oan t'ansaction& Ban!in" se'vices

have e*)anded to inc%ude se'vices di'ected at individua%s and 'is!s in these $uch s$a%%e'

t'ansactions a'e )oo%ed&

Banks in India

In India the an!s a'e ein" se"'e"ated in diffe'ent "'ou)s& Each "'ou) has thei' o(n

enefits and %i$itations in o)e'atin" in India& Each has thei' o(n dedicated ta'"et $a'!et&

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Fe( of the$ on%# (o'! in 'u'a% secto' (hi%e othe's in oth 'u'a% as (e%% as u'an& Man#

even a'e on%# cate'in" in cities& So$e a'e of Indian o'i"in and so$e a'e fo'ei"n )%a#e's

Ma2o' Ban!s in India

ABNAMRO Ban!

Au Dhai 7o$$e'cia% Ban!

A$e'ican E*)'ess Ban!

Andh'a Ban!

A%%ahaad Ban!

Ban! of Ba'oda

Ban! of India

Ban! of Maha'ast'a

Ban! of


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Standa'd 7ha'te'ed Ban!

State Ban! of India 8SBI:

State Ban! of Bi!ane' 6Cai)u'

State Ban! of H#de'aad

State Ban! of Indo'e

State Ban! of M#so'e

;9

Ban!

Dhana%a!sh$i Ban!

Fede'a% Ban!

HDF7 Ban!

HSB7 I7I7I Ban!

IDBI Ban!

Indian Ban!

State Ban! of Sau'ast'a State Ban! of T'avanco'e

S#ndicate Ban!

Tai Ban!

7O Ban!

nion Ban! of India

nited Ban! of India

nited Ban! Of India

nited Weste'n Ban!

TI Ban!

i2a#a Ban!

Foreign Banks in India

Fo'ei"n an!s have 'ou"ht %atest techno%o"# and %atest an!in" )'actices in India& The#

have he%)ed $ade Indian Ban!in" s#ste$ $o'e co$)etitive and efficient& Gove'n$ent

has co$e u) (ith a 'oad $a) fo' e*)ansion of fo'ei"n an!s in India&

The 'oad $a) has t(o )hases& Du'in" the fi'st )hase et(een Ma'ch =99> and Ma'ch

=99., fo'ei"n an!s $a# esta%ish a )'esence # (a# of settin" u) a (ho%%# o(ned

susidia'# 8WOS: o' conve'sion of e*istin" 'anches into a WOS& The second )hase (i%%

co$$ence in A)'i% =99. afte' a 'evie( of the e*)e'ience "ained afte' due consu%tation

(ith a%% the sta!e ho%de's in the an!in" secto'& The 'evie( (ou%d e*a$ine issues

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conce'nin" e*tension of nationa% t'eat$ent to WOS, di%ution of sta!e and )e'$ittin"

$e'"e'sac@uisitions of an# )'ivate secto' an!s in India # a fo'ei"n an!&

Ma2o' fo'ei"n an!s in India a'e5

ABNAMRO Ban!

Au Dhai 7o$$e'cia% Ban! ?td

A$e'ican E*)'ess Ban! ?td

BN<


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Te%e)hone an!in" is a se'vice )'ovided # a financia% institution (hich a%%o(s its

custo$e's to )e'fo'$ t'ansactions ove' the te%e)hone

On%ine an!in" is a te'$ used fo' )e'fo'$in" t'ansactions, )a#$ents etc& ove' the

Inte'net th'ou"h a an!, c'edit union o' ui%din" societ#+s secu'e (esite&

Types of Banks

Ban!s+ activities can e divided into 'etai% an!in", dea%in" di'ect%# (ith individua%s and

s$a%% usinesses usiness an!in", )'ovidin" se'vices to $id$a'!et usiness co')o'ate

an!in", di'ected at %a'"e usiness entities and invest$ent an!in", 'e%atin" to activities

on the financia% $a'!ets& Most an!s a'e )'ofit$a!in", )'ivate ente')'ises& Ho(eve',

so$e a'e o(ned # "ove'n$ent, o' a'e non)'ofits&

7ent'a% an!s a'e nonco$$e'cia% odies o' "ove'n$ent a"encies often cha'"ed (ith

cont'o%%in" inte'est 'ates and $one# su))%# ac'oss the (ho%e econo$#& The# "ene'a%%#

)'ovide %i@uidit# to the an!in" s#ste$ and act as ?ende' of %ast 'eso't in event of a

c'isis&

Types of retail banks

Coercial bank5 the te'$ used fo' a no'$a% an! to distin"uish it f'o$ an

invest$ent an!& Afte' the G'eat De)'ession, the &S& 7on"'ess 'e@ui'ed that

an!s on%# en"a"e in an!in" activities, (he'eas invest$ent an!s (e'e %i$ited

to ca)ita% $a'!et activities& Since the t(o no %on"e' have to e unde' se)a'ate

o(ne'shi), so$e use the te'$ co$$e'cia% an! to 'efe' to a an! o' a division

of a an! that $ost%# dea%s (ith de)osits and %oans f'o$ co')o'ations o' %a'"e

usinesses&

Co!nity Banks5 %oca%%# o)e'ated financia% institutions that e$)o(e'

e$)%o#ees to $a!e %oca% decisions to se've thei' custo$e's and the )a'tne's

Co!nity developent banks5 'e"u%ated an!s that )'ovide financia%

se'vices and c'edit to unde'se'ved $a'!ets o' )o)u%ations&

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Postal savings banks5 savin"s an!s associated (ith nationa% )osta% s#ste$s&

Private Banks"$ana"e the assets of hi"h net (o'th individua%s&

Offshore banks5 an!s %ocated in 2u'isdictions (ith %o( ta*ation and

'e"u%ation& Man# offsho'e an!s a'e essentia%%# )'ivate an!s&

Savings bank5 in Eu'o)e, savin"s an!s ta!e thei' 'oots in the -.th o'so$eti$es even -4th centu'#& Thei' o'i"ina% o2ective (as to )'ovide easi%#

accessi%e savin"s )'oducts to a%% st'ata of the )o)u%ation& In so$e count'ies,

savin"s an!s (e'e c'eated on )u%ic initiative, (hi%e in othe's socia%%#

co$$itted individua%s c'eated foundations to )ut in )%ace the necessa'#

inf'ast'uctu'e& No(ada#s, Eu'o)ean savin"s an!s have !e)t thei' focus on 'etai%

an!in"5 )a#$ents, savin"s )'oducts, c'edits and insu'ances fo' individua%s o'

s$a%% and $ediu$si0ed ente')'ises& A)a't f'o$ this 'etai% focus, the# a%so diffe'

f'o$ co$$e'cia% an!s # thei' 'oad%# decent'a%i0ed dist'iution net(o'!,

)'ovidin" %oca% and 'e"iona% out'each and # thei' socia%%# 'es)onsi%e a))'oach

to usiness and societ#&

B!ilding societies and #ands banks5 conduct 'etai% an!in"&

$thical banks5 an!s that )'io'iti0e the t'ans)a'enc# of a%% o)e'ations and

$a!e on%# socia%'es)onsi%e invest$ents&

Types of investent banks Invest$ent an!s unde'('ite 8"ua'antee the sa%e of: stoc! and ond

issues, t'ade fo' thei' o(n accounts, $a!e $a'!ets, and advise

co')o'ations on ca)ita% $a'!ets activities such as $e'"e's and

ac@uisitions&

Me'chant an!s (e'e t'aditiona%%# an!s (hich en"a"ed in t'ade

financin"& The $ode'n definition, ho(eve', 'efe's to an!s (hich )'ovide

ca)ita% to fi'$s in the fo'$ of sha'es 'athe' than %oans& n%i!e entu'e

ca)ita% fi'$s, the# tend not to invest in ne( co$)an#&

Banks In The $conoy-: Ro%e in the $one# su))%#A an! 'aises funds # att'actin" de)osits, o''o(in" $one# in the inte'

an! $a'!et, o' issuin" financia% inst'u$ents in the $one# $a'!et o' a

ca)ita% $a'!et& The an! then %ends out $ost of these funds to o''o(e's&=: Si0e of "%oa% an!in" indust'#

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Wo'%d(ide assets of the %a'"est -,999 an!s "'e( ->&> in =99> to 'each

a 'eco'd /9&> t'i%%ion& This fo%%o(s a -.&; inc'ease in the )'evious #ea'&

E an!s he%d the %a'"est sha'e, >9 at the end of =99>, u) f'o$ ;4 a

decade ea'%ie'& The "'o(th in Eu'o)eJs sha'e (as $ost%# at the e*)ense of

Ca)anese an!s (hose sha'e $o'e than ha%ved du'in" this )e'iod f'o$

;; to -;& The sha'e of S an!s a%so 'ose, f'o$ -9 to -1& Most of

the 'e$ainde' (as f'o$ othe' Asian and Eu'o)ean count'ies&The S had # fa' the $ost an!s 83,>19 at end=99>: and 'anches

83>,999: in the (o'%d& The %a'"e nu$e' of an!s in the S is an indicato'

of its "eo"'a)h# and 'e"u%ato'# st'uctu'e, 'esu%tin" in a %a'"e nu$e' of

s$a%% to $ediu$ si0ed institutions in its an!in" s#ste$& Ca)an had -=.

an!s and -=,999 'anches& In =991, Ge'$an#, F'ance, and Ita%# had $o'ethan ;9,999 'anches each$o'e than dou%e the ->,999 'anches in the

K&

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CO%P&N' P(OFI#$

INT(O)*CTION TO T+$ ,. B&N. #td&

Enti'e an!in" in the state of Ca$$u and Kash$i' (as )e'fo'$ed # t'aditiona% %ende's

ti%% -.=9 ;9 and that too at e*o'itant inte'est 'ates& At the sa$e ti$e so$e Ban!s

functioned on a ve'# %i$ited sca%e, such as


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Ho(eve' the State Govt& ca$e to its 'escue (ith the assistance of Rs&/&99 ?ac!s to $eet

the c%ai$s the'eafte', the an! stead fasti%# ove' ca$e its difficu%ties and !e)t "'o(in"&

Fo%%o(in" the e*tension of 7ent'a% %a(s to the state of Ca$$u 6 Kash$i', the an! (as

defined as a "ovt& co$)an# as )e' the )'ovisions of Indian 7o$)anies Act -.>/& &The

an! had its fi'st fu%% ti$e chai'$an in -.3-, fo%%o(in" socia% 7ent'a% $easu'es in

an!s &The #ea' -.3- (as a tu'nin" )oint fo' the an! on confe'$ent of schedu%ed an!

status and (itnessed 'e$a'!a%e )'o"'ess in a%% the vita% fie%ds of o)e'ations &The an!

(as dec%a'ed as A 7%ass Ban! # Rese've Ban! of India in -.3/& In 'eco"nition of

do$inant 'o%e and e*a%ted )e'fo'$ance, Rese've an! of India a))ointed the an! as its

a"ent fo' )e'fo'$in" the "ene'a% an!in" usiness of the 7ent'a% Govt& es)ecia%%# in

$aintainin" cu''enc# chests and co%%ection of ta*es

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/ISION &N) %ISSION OF T+$ B&N.

vision

The Ban!+s vision is To cata%#0e econo$ic t'ansfo'$ation and ca)ita%i0e on "'o(th&

The an! as)i'es to $a!e Ca$$u and Kash$i' the $ost )'os)e'ous state in the count'#,

# he%)in" c'eate a ne( financia% a'chitectu'e fo' the C6K econo$#, at the cente' of

(hich (i%% e the C6K Ban!& The Ban! is co$$itted to achieve hea%th# "'o(th in

)'ofitai%it# and si$u%taneous%# to 'e$ain consistent (ith the Ban!+s 'is! a))etite and atthe sa$e ti$e ensu'in" the hi"hest %eve%s of ethica% standa'ds, )'ofessiona% inte"'it# and

'e"u%ato'# co$)%iance&

%ission

The co$)an#Js $ission is t(ofo%d5 To )'ovide the )eo)%e of C6K inte'nationa% @ua%it#

financia% se'vice and so%utions and to e a su)e's)ecia%ist an! in the 'est of the count'#&

The t(o to"ethe' (i%% $a!e it the $ost )'ofita%e an! in the count'#&

Financials of the Bank

The a""'e"ate usiness of the an! stood at-->3=9&1/ 7'o'e at the end of the financia%

#ea' =9-;-1, an inc'ease of -==..&1; 7'o'e ove' the )'evious #ea'Ps fi"u'e of

-9;1=-&9; 7'o'e& In )e'centa"e te'$s, the "'o(th 'e"iste'ed (as --&4.& The tota%

de)osits of the Ban! have "'o(n # -9,43;&3= 7'o'es f'o$ >;,;1/&.9 7'o'es, as on

;-st Ma'ch, =9-=, to 1/,==9&/= 7'o'es, as on ;-st Ma'ch, =9-;, 'e"iste'in" a "'o(th of

=9&;4& 7ASA de)osits of the Ban! at =>,-.- 7'o'es constituted ;.&=; of tota%

de)osits of the Ban!& 7ost of de)osits fo' cu''ent FY stood at /&43& The Ban! continued

its )'udent a))'oach in e*)andin" @ua%it# c'edit assets in %ine (ith its )o%ic# on 7'edit

Ris! Mana"e$ent& The net advances of the Ban! inc'eased # /,-==&.. 7'o'es f'o$

;;,933&1= 7'o'es, as on ;-st Ma'ch, =9-=, to ;.,=99&1- 7'o'es, as on ;-st Ma'ch, =9-;,

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a "'o(th of -4&>-&Yie%d on advances fo' the cu''ent FY i$)'oved to -=&>., co$)a'ed

to -=&-= fo' FY =9---= & .-&>4 7'o'es,

as on ;-st Ma'ch, =9-;& The Ban!Ps )e'fo'$ance in the 'ecove'# of N9.&=- %ac!s to the an!

Incoe &nalysis

The Inte'est inco$e of the an! 'eco'ded a "'o(th of /;9&=9 7'o'e and inc'eased f'o$

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/-;/&49 7'o'e in the #ea' =9-=-; to /3/3&997'o'e in the #ea' =9-;-1& Inte'est

e*)enses

(ecognition and &0ards

The Ban! 'ecent%# (on the )'esti"ious Asian Ban!in" A(a'd =99> fo' its

Deve%o)$ent


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econo$ic d#na$is$+ in the 'e"ion, sustained "'o(th in a%% s)he'es and an e*ce%%ent

t'ac! 'eco'd of 'e(a'din" its sha'eho%de's&

Csr &spect Of ,. Bank

At C6K Ban!, sustainai%it# entai%s actin" 'es)onsi%# on eha%f of futu'e "ene'ations to

achieve econo$ic, envi'on$enta% and socia% )'o"'ess& The Ban! has $aintained its

'e)utation of ein" a 'e$a'!a%# 'es)onsi%e )'e$ie' institution& We have fo'$u%ated an

a%%e$'acin" 7o')o'ate Socia% Res)onsii%it# 87SR: )o%ic#, (hich e*tends e#ond the

f'a$e(o'! of fa$i%ia' )hi%anth'o)# (ith a 'oade' )e's)ective of socioecono$ic

e$)o(e'$ent& The Ban!Ps !e# initiatives in this 'e"a'd focus )'i$a'i%# on )'ovidin"education faci%ities to the disadvanta"ed sections of societ#, e*tendin" financia%

assistance fo' $edica% t'eat$ent and ta!in" $eanin"fu% initiatives fo' )'ese'vin" and

)'o$otin" the ende$ic cu%tu'e, he'ita"e and handic'aft of Ca$$u and Kash$i'&

Ma2o' 7s' Initiatives

I Inc'eased the nu$e' of s)onso'ed s)ecia% students 8$enta%%# cha%%en"ed: of o%unta'#

Medica'e Societ#Ps Shafa!at Schoo% f'o$ -9 to =>&

II Enhanced the 7ance' Societ# of Kash$i'Ps Annua% Revo%vin" Fund f'o$ Rs&-&>9 %acs

to Rs&>&99 %acs in vie( of the a%a'$in" inc'ease in cance' dia"nosis in the state& Besides,

an a$ount of Rs&-9 %acs (as donated to the societ# fo' the )u'chase of Hos)ita% Fu'nitu'e

and othe' 'e%ated ite$s&

III Gifted seve'a% co$)ute's, se(in" $achines, !nittin" $achines, $usica% inst'u$ents,

inte'%oc! $achine, e%ect'ic i'ons and a "as connection to diffe'ent%# a%ed )e'sons,

he%)in" the vu%ne'a%e sections of societ#&

I S)onso'ed the education of -/ $ost dese'vin" students of HE?< Foundation, a non

"ove'n$enta% o'"ani0ation )u'suin" the (e%fa'e of )oo', o')hans and unde')'ivi%e"ed

chi%d'en to (iden educationa% o))o'tunities fo' the unde')'ivi%e"ed&

17


18/58

S)onso'ed va'ious state%eve% s)o'ts tou'na$ents inc%udin" tou'na$ents o'"ani0ed fo'

)h#sica%%# cha%%en"ed )e'sons )aid ent'# fee of th'ee %oca% ath%etes fo' )a'tici)ation in

s)o'ts activities at Estonia, Eu'o)e&

Policy

With the o2ective of )'o$otin" the )hi%anth'o)ic activities, othe' socia% and

envi'on$enta% issues, the an! has a 7SR )o%ic# in )%ace e$od#in" the 'oade'

)'inci)%es fo' )'ovidin" donations& The donations a'e $ade (ithin the )'esc'ied %i$it of

- of the )u%ished )'ofit fo' the )'evious #ea'& It focuses on econo$ic, socia%, cu%tu'a%

and "eo"'a)hica% ac!(a'dness of the a'ea&

F!t!re1 2ro0th and Prospect!s

The Ban! (i%% continue its effo'ts to $a!e eve'# sin"%e )'ocess techno%o"# d'iven& A%%

usiness units (i%% e $i"'ated to 7BS )%atfo'$ and $o'e i$)o'tant%#, 9Data ?oss

s#ste$8; Wa# D7 DR: (i%% e setu) # Ma'ch =9-=& Othe' futu'e IT initiatives inc%ude

int'oduction of $oi%e an!in", ac!u) so%ution u)"'ade ta)e %i'a'# fo' D7 DR,

settin" u) of ca%% cent'e, enhanced IT secu'it# th'ou"h o'ac%e audit vau%t and video

su'vei%%ance fo' >9 ne( usiness units&

C!stoer Services

The Ban! unde'stands the )hi%oso)h# of i$)'ovin" custo$e' de%i"ht th'ou"h continuous

and cease%ess effo'ts& We see! to $eet the hi"hest standa'ds of custo$e' de%i"ht and

)'ovidin" ti$e efficient, 'es)onsi%e and he%)fu% se'vices& We continuous%# st'ive fo'

st'en"thenin" and cu%tivatin" custo$e' 'e%ationshi)s at each )oint of inte'action& Besides,

)'ovidin" %atest techsavv# and custo$e' f'iend%# se'vices and )'oducts to ou' custo$e's,

hu$an 'esou'ces of the Ban! a'e ein" consistent%# $otivated to ensu'e custo$e'

convenience of o)ti$a% standa'ds&

Prooting Copliance

18


19/58

The )o%ic# standa'ds and s#ste$s ado)ted # the Ban! a'e in confo'$it# (ith the

'e"u%ato'# "uide%ines and st'ict adhe'ence is ensu'ed th'ou"h a (e%%defined st'uctu'e of

'o%es and 'es)onsii%ities fo' ente')'ise(ide co$)%iance&

.ey Feat!res"

I& The an! )'ovides financia% assistance fo' the enefit of Handica))ed )e'sonso')hans

)oo' )atients suffe'in" f'o$ se'ious ai%$ents&

II


20/58

Services Provided By The ,a! &nd .ashir Bank To C!stoers

*nder /ario!s Schees5

The C6K Ban! Savin"s Accounts

The C6K Ban! 7u''ent Accounts

The C6K Ban! Fi*ed De)osits

The C6K Ban!Js va'ious ?oans Sche$es

The C6K Ban! va'ious De)osito'# Sche$es

Other Facilities &t The ,. Bank #td"

Auto$atic Te%%e' Machines&

?oc!e' Faci%it#&

Moi%e ATM Se'vice&

The C6K Ban! 7'edit 7a'ds&

The C6K Ban! G%oa% Access Deit 7a'ds&

SMS Ban!in"

An#(he'e an!in" faci%it#

The C6K an! is the on%# an! in India (hich )'ovides A$a'anth Yat'a Tic!ets to

)i%"'i$s&

20


21/58

Banks Ne0 Identity

The ne( identit# fo' C6K Ban! is a visua% 'e)'esentation of the Ban!Js )hi%oso)h# and

usiness st'ate"#& The th'ee co%o'ed s@ua'es 'e)'esent the 'e"ions of Ca$$u, Kash$i' and

?ada!h& The counte'fo'$ c'eated # the inte'action of the s@ua'es is a fa%con (ith

outst'etched (in"s a s#$o% of )o(e' and e$)o(e'$ent& The s#ne'"# et(een theth'ee 'e"ions )'o)e%s the an! to(a'ds ne( ho'i0ons& G'een si"nifies "'o(th and

'ene(a%, %ue conve#s stai%it# and unit#, and 'ed 'e)'esents ene'"# and )o(e'& A%% these

att'iutes a'e inte"'ated and assi$i%ated in the (hite counte'fo'$&

21


22/58

S0ot &nalysis

The te'$ SWOT is the ac'on#$ $ade u) of fou' (o'ds vi0, St'en"ths, Wea!nesses,

o))o'tunities and Th'eats& The fi'st t(o va'ia%es a'e inte'na% to an o'"ani0ation (he'eas

the %ast t(o a'e e*te'na%& The va%ue of SWOT ana%#sis cannot e ove' e$)hasi0ed& It is

'i"ht%# said (inne's 'eco"ni0e thei' %i$itations ut focus on thei' st'en"ths %ose's

'eco"ni0e thei' st'en"th ut focus on thei' %i$itations&

S3OT &nalysis

Inte'na% Envi'on$ent E*te'na% Envi'on$ent

St'en"ths Wea!nesses O))o'tunities Th'eats

Internal factors

Strength"

St'en"th is defined as so$ethin" (hich is )ositive, "ood o' such othe' cha'acte'istics that

"ive to the co$)an# an ed"e in the co$)etitive $a'!et& The Ban! has one uni@ue sou'ce

of st'en"th (hich if cu%tivated ca'efu%%#, can e vi'tua%%# i$)'e"na%e its 'oots a'e in the

state, and as such it sha'es (ith the )eo)%e of Ca$$u and Kash$i' a !inshi), and

e$)ath# fo' the cause of the stateJs )'o"'ess, (hich no outside an! eve' can& The C6K

Ban! a%so )e'fo'$s the %eade's 'o%e in the C6K& As a %eade' the Ban! continued todischa'"e its ?ead Ban! 'es)onsii%it# in 4 out of -1 dist'icts of C6K State satisfacto'i%#&

3eaknesses"

22


23/58

A (ea!ness 'efe's to so$ethin" (hich one %ac!s& It is so$ethin" (hich 'est'icts us to

$ove fo'(a'd& Whi%e doin" $# su$$e' t'ainin" in the C6K Ban! I found the fo%%o(in"

(ea!nesses

8i: The'e is %ess co$)etent staff at %o(e' %eve%&

8ii: Wea! co$)etitive ca)ai%it# ecause of %ac! of %esse' adve'tise$ent ud"et&

8iii: ?aou' )'o%e$s ecause of $i%itanc# in the state (hich 'esu%ts in st'i!es and tense

conditions&

8iv: The activities of B'anch $ana"e's a'e not effective%# $onito'ed

$4ternal factors

Opport!nities"

O))o'tunities a'e enti'e%# e*te'na% conce'nin" the usiness envi'on$ent& O))o'tunities

do not co$e ve'# f'e@uent%# and the'efo'e, the $ana"e$ent $ust e*)%oit the$ to the

$a*i$u$ e*tent (ithout an# de%a#& Each o))o'tunit# shou%d e ana%#0ed in te'$s of its

)'ofitai%it#& The o))o'tunities ana%#0ed # $e fo' the C6K Ban! a'e

8i: The'e is un se'ved $a'!et co$)'isin" of ca')et $anufactu'e's in the state of Ca$$u

and Kash$i' this is o))o'tunit# fo' the Ban! to e*)%oit the se"$ent&

8ii: The o))o'tunit# in the sa$e se"$ent is to $a'!et the )'oducts of ca')et

$anufactu'e's # e$)%o#in" the S)ecia%


24/58

With eve'# o))o'tunit#, the'e a%so "oes a%on"side ce'tain th'eats (hich $a# adve'se%#

affect the )'ofitai%it# and co$)etitive ca)ai%it# of an ente')'ise& The th'eats ana%#0ed

a'e

8i: 7o$)etito's %i!e HDF7 Ban!, 7ent'a% 7oo)e'ative Ban!, I7I7I Ban! etc& $a# ente'

in the fie%d to )'ovide finance faci%it# to ca')et $anufactu'e's&

8ii: The'e $a# e chan"e in the )o%icies of the state "ove'n$ent

($S$&(C+ %$T+O)O#O2'

Resea'ch Methodo%o"# is a (a# to s#ste$atica%%# so%ve the 'esea'ch )'o%e$& The

Resea'ch Methodo%o"# inc%udes the va'ious $ethods and techni@ues fo' conductin" a

Resea'ch& D& S%esin"e' and M&Ste)henson in the enc#c%o)edia of Socia% Sciences define

Resea'ch as the $ani)u%ation of thin"s, conce)ts o' s#$o%s fo' the )u')ose of

"ene'a%i0in" to e*tend, co''ect o' ve'if# !no(%ed"e, (hethe' that !no(%ed"e aids in

const'uction of theo'# o' in the )'actice of an a't&

Resea'ch is a ca'efu% investi"ation o' in@ui'# es)ecia%%# th'ou"h sea'ch fo' ne( facts in

'anch of !no(%ed"e5 $a'!et 'esea'ch s)ecifies the info'$ation& Re@ui'ed to add'ess

these issues5 desi"ns the $ethod fo' co%%ectin" info'$ation5 $ana"e and i$)%e$ents the

data co%%ection )'ocess ana%#ses the 'esu%ts and co$$unicates the findin" and thei'

i$)%ications& Resea'ch )'o%e$ is the one (hich 'e@ui'es a 'esea'che' to find out the est

so%ution fo' the "iven )'o%e$ that is to find out the cou'se of action, the action the

o2ectives can e otained o)ti$a%%# in the conte*t of a "iven envi'on$ent&

Techni5!es"

The )'o%e$ definition can e said to e the @uite essentia% )a't of the 'esea'ch )'ocess

as it dete'$ine )'ecise%#, (hat the $ana"e'ia% )'o%e$ is and the t#)e of info'$ation that

the 'esea'ch can "ene'ate to he%) the )'o%e$ efo'e conductin" the fie%d(o'!& It is ette'

to decide u)on the $ethodtechni@ue of data co%%ection& Gene'a%%#, the'e a'e t(o

techni@ue of data co%%ection a'e5

67 Cens!s Techni5!e

24


25/58

87 Saple Techni5!e or Convenient sapling

A census is a co$)%ete enu$e'ation of each and eve'# unit of )o)u%ation (he'e as in a

sa$)%e on%# a )a't of the unive'se is studied and conc%usion aout the enti'e unive'se is

d'a(n aout that asis& The census $ethod is cost%ie' and $o'e ti$e consu$in" as

co$)a'ed to sa$)%in" $ethod ut the 'esu%t a'e nea' 'e)'esentatives than sa$)%e

$ethod&The avai%ai%it# of 'esou'ces, ti$e facto' de"'ee of accu'ac# desi'e and sco)e of

the )'o%e$ ena%e us to a))%# sa$)%e techni@ue&

87 )ata Collection"

The o2ectives of the )'o2ect a'e such that oth )'i$a'# and seconda'# data is 'e@ui'ed to

achieve the$& So oth )'i$a'# and seconda'# data (as used fo' the )'o2ect& The $ode ofco%%ectin" )'i$a'# data is @uestionnai'e $ode and sou'ces of seconda'# data a'e va'ious

$a"a0ines, oo!s, ne(s)a)e's, 6 (esites etc&

Priary )ata"

The )'i$a'# data (as co%%ected to $easu'e the custo$e' satisfaction 'e"a'din" C6K

Ban!& The )'i$a'# data (as co%%ected # $eans of di'ect )e'sona% inte'vie( $ethod

th'ou"h st'uctu'ed @uestionnai'e and ana%#sis (as done on the asis of 'es)onse 'eceived

f'o$ the custo$e's& The sou'ce fo' the )'i$a'# data (as a @uestionnai'e& The

@uestionnai'e is the $ost )o)u%a' and usefu% $ethod fo' the co%%ectin" su've# data and

he%)s in ana%#0in" the info'$ation f'o$ the f'a$ed @uestions to "et the 'ea% )ictu'e of the

su2ect&

The @uestionnai'e has een desi"ned in such a $anne' that the custo$e'Ps satisfaction

%eve% can e $easu'ed and consu$e' can ente' hishe' 'es)onses easi%#& The @uestionnai'e

that (as used fo' the co%%ection of the 'esea'ch data contained -9 @uestions& Out of (hich,. @uestions (e'e c%osed @uestion ased on o)tions and - o)en end @uestion& The

@uestions (e'e ased on va'ia%es %i!e $a'!ets se"$entation&

The @uestions used in the @uestionnai'e contained info'$ation and detai%s aout the an!

%i!e

25


26/58

Detai%s of the )e'son inte'acted aout )'oduct ein" uti%i0ed

7usto$e'Ps cu''ent %eve% of !no(%ed"e 'e"a'din" an! )'oduct

7usto$e'Ps )'efe'ences aout the )'oduct (hich the# (ou%d 'ate hi"he' than othe'

)'oduct and

7usto$e'Ps $edia )'efe'ence o' the (a# in (hich the# (ou%d %i!e the )'oduct to e

adve'tised o' )'o$oted

The @uestionnai'e (as dist'iuted to /; custo$e's in 'u'a%, se$i u'an and u'an a'eas in

Ca$$u And Kash$i' State& The custo$e's (e'e5

Students&

7usto$e's of diffe'ent an! 'anches&

Govt e$)%o#ees&


27/58

INT(O)*CTION &BO*T TOPIC

C*STO%$( S&TISF&CTION TO3&()S )IFF$($NT

B&N.S

Introd!ction

Ban!in" o)e'ations a'e eco$in" inc'easin"%# custo$e' dictated& The ai%it# of an!s

to offe' c%ients access to seve'a% $a'!ets fo' diffe'ent c%asses of financia%

inst'u$ents has eco$e a va%ua%e co$)etitive ed"e& 7onve'"ence in the indust'# to

cate' to the chan"in" de$o"'a)hic e*)ectations is no( $o'e than evident& With the

)heno$ena% inc'ease in the count'#+s )o)u%ation and the inc'eased de$and fo' an!in"

se'vices s)eed, se'vice @ua%it# and custo$e' satisfaction a'e "oin" to e !e#

diffe'entiato's fo' each an!+s futu'e success& Thus it is i$)e'ative fo' an!s to "et

usefu% feedac! on thei' actua% 'es)onse ti$e and custo$e' se'vice @ua%it# as)ects of

an!in", (hich in tu'n (i%% he%) the$, ta!e )ositive ste)s to $aintain a co$)etitive ed"e&

The (o'!in" of the custo$e'+s $ind is a $#ste'#, (hich is difficu%t to

so%ve, and unde'standin" the nuances of (hat custo$e' satisfaction is (hich is a

cha%%en"in" tas!& This 'esea'ch (i%% "ive us an insi"ht into the )a'a$ete's of custo$e'

satisfaction and thei' $easu'e$ent& This vita% info'$ation (i%% he%) us to ui%d

satisfaction a$on"st the custo$e's and custo$e' %o#a%t# in the %on" 'un (hich is an

inte"'a% )a't of an# usiness& The custo$e'+s 'e@ui'e$ents $ust e t'ans%ated and

@uantified into $easu'a%e ta'"ets& This )'ovides an eas# (a# to $onito' i$)'ove$ents,

and decidin" u)on the att'iutes that need to e concent'ated on in o'de' to i$)'ove

custo$e' satisfaction

The Need to %eas!re C!stoer

Satisfied custo$e's a'e cent'a% to o)ti$a% )e'fo'$ance and financia% 'etu'ns& In $an#

27


28/58

)%aces in the (o'%d, usiness o'"ani0ations have een e%evatin" the 'o%e of the custo$e'

to that of a !e# sta!eho%de' ove' the )ast t(ent# #ea's& 7usto$e's a'e vie(ed as a "'ou)

(hose satisfaction (ith the ente')'ise $ust e inco')o'ated in st'ate"ic )%annin" effo'ts&

Fo'(a'd%oo!in" co$)anies a'e findin" va%ue in di'ect%# $easu'in" and t'ac!in"

custo$e' satisfaction 87S: as an i$)o'tant st'ate"ic success indicato'& Evidence is

$ountin" that )%acin" a hi"h )'io'it# on 7S is c'itica% to i$)'oved o'"ani0ationa%

)e'fo'$ance in a "%oa% $a'!et )%ace& With ette' unde'standin" of custo$e'sP

)e'ce)tions, co$)anies can dete'$ine the actions 'e@ui'ed to $eet the custo$e's+ needs&

The# can identif# thei' o(n st'en"ths and (ea!nesses, (he'e the# stand in co$)a'ison

to thei' co$)etito's, cha't out )ath futu'e )'o"'ess and i$)'ove$ent& 7usto$e'

satisfaction $easu'e$ent he%)s to )'o$ote an inc'eased focus on custo$e' outco$es

and sti$u%ate i$)'ove$ents in the (o'! )'actices and )'ocesses used(ithin the

co$)an#& When u#e's a'e )o(e'fu%, the hea%th and st'en"th of the co$)an#+s

'e%ationshi) (ith its custo$e's its $ost c'itica% econo$ic asset is its est )'edicto' of

the futu'e& Assets on the a%ance sheet asica%%# assets of )'oduction a'e "ood

)'edicto's on%# (hen u#e's a'e (ea!&

So it is no (onde' that the 'e%ationshi) et(een those assets and futu'e inco$e is

eco$in" $o'e and $o'e tenuous& As u#e's eco$e e$)o(e'ed, se%%e's have no choice

ut to ada)t& Focusin" on co$)etition has its )%ace, ut (ith u#e' )o(e' on the 'ise, it is

$o'e i$)o'tant to )a# attention to the custo$e' &7usto$e' satisfaction is @uite a co$)%e*

issue and the'e is a %ot of deate and confuse on aout (hat e*act%# is 'e@ui'ed and ho(

to "o aout it& This a'tic%e is an atte$)t to 'evie( the necessa'# 'e@ui'e$ents, and discuss

the ste)s that need to e ta!en in o'de' to $easu'e and t'ac! custo$e' satisfaction&

E*)ectations have a cent'a% 'o%e in inf%uencin" satisfaction (ith

se'vices, and these in tu'n a'e dete'$ined # a ve'# (ide 'an"e of facto's %o(e'

e*)ectations (i%% 'esu%t in hi"he' satisfaction 'atin"s fo' an# "iven %eve% of se'vice

@ua%it#& This (ou%d see$ sensi%e fo' e*a$)%e, )oo' )'evious e*)e'ience (ith the

se'vice o' othe' si$i%a' se'vices is %i!e%# to 'esu%t in it ein" easie' to )%easant%# su')'ise

custo$e's& Ho(eve', the'e a'e c%ea'%# ci'cu$stances

28


29/58

(he'e ne"ative )'econce)tions of a se'vice )'ovide' (i%% %ead to %o(e' e*)ectations, ut

(i%% a%so $a!e it ha'de' to achieve hi"h satisfaction 'atin"s and (he'e )ositive

)'econce)tions and hi"h e*)ectations $a!e )ositive 'atin"s $o'e %i!e%#& The e*)ectations

theo'# in $uch of the %ite'atu'e the'efo'e see$s to e an ove'si$)%ification Se'vice

@ua%it# has eco$e an essentia% )a't of o'"ani0ationa% success due to inc'eased

custo$e' e*)ectations and custo$i0ation of se'vices in $an# $a'!ets& Good se'vice

@ua%it# used to $ean that the out)ut (as $ade to confo'$ to the s)ecifications set # the

)'ocess desi"ne's&

Toda#, the conce)t of se'vice @ua%it# is evo%vin" to $ean unifo'$it# of the se'vice out)ut

a'ound an idea% 8ta'"et: va%ue dete'$ined # the custo$e'& Ho(eve', (hen the

di$ensions o' )e'fo'$ance of a se'vice out)ut e*ceed a%%o(a%e %i$its, the va'iation

needs to e identified so the )'o%e$ can e co''ected& Fou' facto's 'e)'esent $a2o'

e*)%anations fo' the e*istence of )'ocess va'iation in se'vices5 hete'o"eneous

custo$e's (ith diffe'ent se'vice e*)ectations %ac! of 'i"o'ous )o%icies and )'ocesses

hi"h e$)%o#ee tu'nove' and statu'e of custo$i0ation&

The financia% )e'fo'$ance of a financia% se'vice institution is d'iven to a %a'"e e*tent #

its ai%it# to att'act and 'etain custo$e's& 7usto$e's inc'easin"%# have a%te'natives f'o$

(hich the# can choose& We a'e inte'ested in (hethe' a custo$e'+s decision (hethe' to

sta# (ith he' cu''ent se'vice )'ovide' $i"ht e $o'e sensitive to va'iai%it# of se'vice

than the %eve% of se'vice @ua%it#

-9The (elationships Of C!stoer Satisfaction1 C!stoer #oyalty1 &nd

Profitability" &n $perical St!dy&


30/58

89 $ffective %eas!reent Of C!stoer Service In Banks

The success of an# o'"ani0ation de)ends u)on ho( fa' the# $eet the needs and

)'efe'ences of the custo$e's&


31/58

V Does techno%o"# %oo! $ode'n

(eliability" Ai%it# to )e'fo'$

)'o$ised se'vice de)enda%# and

accu'ate%#

V If a 'es)onse is )'o$ised in a ce'tain ti$e,

does it ha))en

V A'e e*act s)ecifications of c%ient

fo%%o(ed

V A'e state$ents o' 'e)o'ts f'ee of e''o'

V Is se'vice )e'fo'$ed 'i"ht the fi'st ti$e

V Is %eve% of se'vice sa$e at a%% ti$es of da#

and fo' a%% $e$e's of staff

Res)onsiveness5 Wi%%in"ness

(esponsiveness" Wi%%in"ness to he%)

custo$e's to )'ovide )'o$)t se'vice When the'e is a )'o%e$, does

o'"ani0ation 'es)ond to it @uic!%#

V Is staff (i%%in" to ans(e' c%ient @uestions

V A'e s)ecific ti$es fo' se'vice

acco$)%ish$ents "iven to c%ient

V A'e )u%ic situations t'eated (ith ca'e and

se'iousness

Copetence"


32/58

Credibility" T'ust(o'thiness,

e%ievai%it#, honest# of the se'vice

)'ovide'V Does se'vice o'"ani0ation have a "ood

'e)utation

V Do staff $e$e's 'ef'ain f'o$ )'essu'in"

the c%ient

V A'e 'es)onses "iven accu'ate and

consistent (ith othe' 'e%ia%e sou'ces

V Does the o'"ani0ation "ua'antee its

se'vices

Sec!rity" F'eedo$ f'o$ dan"e', 'is!,

o' dout V Is it safe to ente' the )'e$ises and to use

the e@ui)$ent

V A'e docu$ents and othe' info'$ation

)'ovided fo' the c%ient he%d secu'e%#V A'e use 'eco'ds of c%ients safe f'o$

unautho'i0ed use

V 7an c%ient e confident that se'vice

)'ovided (as done co''ect%#

&ccess" A))'oachai%it# and ease of

contact& V Ho( eas# is it to ta%! to !no(%ed"ea%e

staff $e$e' (hen c%ient has a )'o%e$

V Is it eas# to 'each the a))'o)'iate staff

)e'son

o In )e'son

o B# te%e)hone

o B# e$ai%

V A'e se'vice access )oints convenient%#

%ocated

Co!nication" ?istenin" to

custo$e's and ac!no(%ed"in" thei'

co$$ents Kee)in" custo$e'sinfo'$ed in a %an"ua"e the# can

unde'stand

(hen c%ients se'vice )oint, (i%% staff )e'son

%isten to thei' )'o%e$ and de$onst'ate

unde'standin" and conce'n

32


33/58

*nderstanding the 7usto$e'5 Ma!in"

the effo't to !no( custo$e's and thei'

needsV Does so$eone on staff 'eco"ni0e each

'e"u%a' c%ient and add'ess the$ # na$e

V Does staff t'# to dete'$ine (hat c%ient+s

s)ecific o2ectives a'e

V Is %eve% of se'vice and cost of se'vice

consistent (ith (hat c%ient 'e@ui'es and can

affo'd

V A'e se'vice )'ovide's f%e*i%e enou"h to

acco$$odate to c%ient+s schedu%e

7usto$e' satisfaction, a usiness te'$, is a $easu'e of ho( )'oducts and se'vices

su))%ied # a co$)an# $eet o' su')ass custo$e' e*)ectation& It is seen as a !e#

)e'fo'$ance indicato' (ithin usiness and is )a't of the fou' )e's)ectives of a Ba%anced

Sco'eca'd& In a co$)etitive $a'!et)%ace (he'e usinesses co$)ete fo' custo$e's,

custo$e' satisfaction is seen as a !e# diffe'entiato' and inc'easin"%# has eco$e a !e#

Measu'in" custo$e' satisfaction

O'"ani0ations a'e inc'easin"%# inte'ested in 'etainin" e*istin" custo$e's (hi%e ta'"etin"

noncusto$e'sX$easu'in" custo$e' satisfaction )'ovides an indication of ho( successfu%

the o'"ani0ation is at )'ovidin" )'oducts ando' se'vices to the $a'!et)%ace 7usto$e'

satisfaction is an a$i"uous and ast'act conce)t and the actua% $anifestation of the state

of satisfaction (i%% va'# f'o$ )e'son to )e'son and )'oduct nu$e' of oth )s#cho%o"ica%

and )h#sica% va'ia%es (hich co''e%ate (ith satisfaction ehavio's such as 'etu'n and

'eco$$end 'ate& The % +U%it# a%ues+ (hich inf%uence satisfaction ehavio', fu'the'

e*)anded on a of satisfaction inc%ude5 Uua%it#, a%ue, Ti$e%iness, Efficienc#, Ease

i$)'ove$ent and o'"ani0ationa% chan"e $easu'e$ent and a'e $ost often uti%i0ed to

deve%o) the a'chitectu'e fo' satisfaction et(een the cus'+s ein" $easu'ed E%e$ent ofusiness st'ate"#

C!stoer Satisfaction in < Steps

It+s a (e%% !no(n fact that no usiness can e*ist (ithout custo$e's& In the usiness of

Wesite desi"n, it+s i$)o'tant to (o'! c%ose%# (ith #ou' custo$e's to $a!e su'e the site

33


34/58

o' s#ste$ #ou c'eate fo' the$ is as c%ose to thei' 'e@ui'e$ents as #ou can $ana"e&

Because it+s c'itica% that #ou fo'$ a c%ose (o'!in" 'e%ationshi) (ith #ou' c%ient, custo$e'

se'vice is of vita% i$)o'tance& What fo%%o(s a'e a se%ection of ti)s that (i%% $a!e #ou'

c%ients fee% va%ued, (anted and %oved

67 $nco!rage Face-to-Face )ealings

This is the $ost dauntin" and do(n'i"ht sca'# )a't of inte'actin" (ith a custo$e'& If

#ou+'e not used to this so't of thin" it can e a )'ett# ne've('ac!in" e*)e'ience& Rest

assu'ed, thou"h, it does "et easie' ove' ti$e& It+s i$)o'tant to $eet #ou' custo$e's face to

face at %east once o' even t(ice du'in" the cou'se of a )'o2ect

M# e*)e'ience has sho(n that a c%ient finds it easie' to 'e%ate to and (o'! (ith so$eone

the#+ve actua%%# $et in )e'son, 'athe' than a voice on the )hone o' so$eone t#)in" into an

e$ai% o' $essen"e' )'o"'a$& When #ou do $eet the$, e ca%$, confident and aove a%%,

ta!e ti$e to as! the$ (hat the# need& I e%ieve that if a )otentia% c%ient s)ends ove' ha%f

the $eetin" doin" the ta%!in", #ou+'e (e%% on #ou' (a# to a sa%e&

87 (espond to %essages Proptly .eep 'o!r Clients Infored

This "oes (ithout sa#in" 'ea%%#& We a%% !no( ho( anno#in" it is to (ait da#s fo' a

'es)onse to an e$ai% o' )hone ca%%& It $i"ht not a%(a#s e )'actica% to dea% (ith a%%

custo$e's @ue'ies (ithin the s)ace of a fe( hou's, ut at %east e$ai% o' ca%% the$ ac!

and %et the$ !no( #ou+ve 'eceived thei' $essa"e and #ou+%% contact the$ aout it as soon

as )ossi%e& Even if #ou+'e not a%e to so%ve a )'o%e$ 'i"ht a(a#, %et the custo$e' !no(

#ou+'e (o'!in" on it

:7 Be Friendly and &pproachable

A fe%%o( Site


35/58

It+s vita% that #ou !ee) a c%ea' head, 'es)ond to #ou' c%ients+ (ishes as est #ou can, and at

a%% ti$es 'e$ain )o%ite and cou'teous

=7 +ave a Clearly-)efined C!stoer Service Policy

This $a# not e too i$)o'tant (hen #ou+'e 2ust sta'tin" out, ut a c%ea'%# defined

custo$e' se'vice )o%ic# is "oin" to save #ou a %ot of ti$e and effo't in the %on" 'un& If a

custo$e' has a )'o%e$, (hat shou%d the# do If the fi'st o)tion doesn+t (o'!, then (hat

Shou%d the# contact diffe'ent )eo)%e fo' i%%in" and technica% en@ui'ies If the#+'e not

satisfied (ith an# as)ect of #ou' custo$e' se'vice, (ho shou%d the# te%% The'e+s nothin"

$o'e anno#in" fo' a c%ient than ein" )assed f'o$ )e'son to )e'son, o' not !no(in" (ho

to tu'n to& Ma!in" su'e the# !no( e*act%# (hat to do at each sta"e of thei' en@ui'# shou%d

e of ut$ost i$)o'tance& So $a!e su'e #ou' custo$e' se'vice )o%ic# is )'esent on #ou'

site and an#(he'e e%se it $a# e usefu%&

>7 &ttention to )etail ?also kno0n as @The #ittle Niceties@9

Have #ou eve' 'eceived a Ha))# Bi'thda# e$ai% o' ca'd f'o$ a co$)an# #ou (e'e a

c%ient of Have #ou eve' had a )e'sona%i0ed si"nu) confi'$ation e$ai% fo' a se'vice that

#ou cou%d te%% (as t#)ed f'o$ sc'atch These %itt%e niceties can e ti$e consu$in" and

a'en+t a%(a#s cost effective, ut 'e$e$e' to do the$& Even if it+s as s$a%% as sendin" a

Ha))# Ho%ida#s e$ai% to a%% #ou' custo$e's, it+s so$ethin"& It sho(s #ou ca'e it sho(s

the'e a'e 'ea% )eo)%e on the othe' end of that sc'een o' te%e)hone and $ost i$)o'tant%#, it

$a!es the custo$e' fee% (e%co$ed, (anted and va%ued&

A7 &nticipate 'o!r Client@s Needs 2o O!t Of 'o!r 3ay to +elp The

O!t

So$eti$es this is easie' said than done Ho(eve', achievin" this su)'e$e %eve% ofunde'standin" (ith #ou' c%ients (i%% do (onde's fo' #ou' (o'!in" 'e%ationshi)& Ta!e this

as an e*a$)%e5 #ou+'e (o'!in" on the f'ontend fo' #ou' c%ient+s e*citin" ne( eco$$e'ce

endeavo'& You have a%% the i$a"es, o'i"ina%s and fi%es ac!ed u) on #ou' des!to)

co$)ute' and the site is "oin" 'ea%%# (e%%& Du'in" a $eetin" (ith #ou' c%ient heshe

ha))ens to $ention a ha'dco)# 'ochu'e thei' inte'na% $a'!etin" )eo)%e a'e deve%o)in"&

35


36/58

As if # $a"ic, a cou)%e of (ee!s %ate' a 7DROM a''ives on thei' doo'ste) co$)%ete

(ith hi"h 'eso%ution ve'sions of a%% the i$a"es #ou+ve used on the site& A note

acco$)anies it (hich 'eads5

Hi, #ou $entioned a ha'dco)# 'ochu'e #ou (e'e (o'!in" on and I (anted to )'ovide

#ou (ith %a'"esca%e co)ies of the "'a)hics I+ve used on the site& Ho)efu%%# #ou+%% e a%e

to $a!e use of so$e in #ou' 'ochu'e&You' c%ient is hea'ti%# i$)'essed, and 'e$a'!s to

his co%%ea"ues and f'iends ho( ve'# he%)fu% and conside'ate his We desi"ne's a'e&

Mean(hi%e, in #ou' office, #ou %a# ac! in #ou' chai' d'in!in" #ou' 3th cu) of coffee that

$o'nin", safe in the !no(%ed"e this ha))# custo$e' (i%% send seve'a% 'efe''a%s #ou' (a#&


37/58

)&T& &N'SIS &N) INT$(P($T&TION

U NO&-5 Gende'

8A: $a%e

8: fe$a%e

Ma%e Fe$a%e

-3> =>

175

25

gender

male

female

37


38/58

Interpretation

The aove "'a)h sho(s that 43 of the tota% 'es)onds e%on"s to the $a%e cate"o'# (hi%e

as 'e$ainin" -; of the tota% 'es)ondents e%on"s to fe$a%e cate"o'# this sho(s that

$a%es a'e $o'e !ne( to(a'ds an!in"

U NO&=5 O77

25

7694

5

occupation of the respondent

student

service

business

other

Interpretation

38


39/58

F'o$ the aove fi"& It is c%ea' that $a2o'it# of the 'es)ondents i&e& 1/ dea%s (ith

usiness,;4 'es)ondents a'e the se'vice )e'sons &-; 'es)ondents a'e the students and

on%# ;'es)ondents have occu)ied othe' occu)ation

UNO&;5 With (hich an! do #ou $aintain #ou' an!in" 'e%ationshi)&

CK BANK HDF7


40/58

Interpretation

The aove cha't sho(s that ;/ 'es)ondents have $aintained thei' an!in" 'e%ationshi)

(ith C6K Ban!, =- 'es)ondents $aintained thei' an!in" 'e%ationshi) (ith HDF7

Ban!, -3 'es)ondents $aintained 'e%ationshi) (ith state an! of India 8SBI: and ->'es)ondents have ui%d thei' an!in" 'e%ationshi) (ith


41/58

The aove )icha't sho(s that 3; 'es)ondents a'e not a(a'e aout the va'ious )'oducts

and se'vices of the an! and on%# => 'es)ondents indicated that the# a'e a(a'e aout

the )'oducts and se'vices offe'ed # the an!&

U NO&>5 Which an! do #ou thin! )'ovides the est custo$e' se'vice&

HDF7 C6K BANK SBI


42/58

The aove dia"'a$ sho(s that 14 'es)ondents indicated that C6K an! )'ovides the

est custo$e' se'vice, == 'es)ondents sho(ed that HDF7 an! )'ovides the ette'

custo$e' se'vice to thei' custo$e's (hi%e as -- 'es)ondents "ive thei' favo' to(a'ds

SBI an! and on%# -9 'es)ondents su""est that I7I7I Ban! )'ovides the est custo$e'

se'vice

U NO&/5 A'e #ou satisfied (ith the ove'a%% se'vices )'ovided # the a

H& dissatisfied Dissatisfied Neut'a% Satisfied H&satisfied

-= 4 -4 .; >.

12 818

93

59

customerSatisfaction about overall services

!"dissatis#ed

$issatis#ed

%eutral

&atis#ed

!"satis#ed

42


43/58

Interpretation"

The aove )icha't indicates that 1/ 'es)ondents a'e satisfied (ith the ove' a%% se'vices

)'ovided # the )a'ticu%a' an! ;9 'es)ondents a'e hi"h%# satisfied (ith se'vices of the

an! .'es)ondents a'e neut'a% aove this and ve'# fe( 'es)ondents a'e hi"h%#dissatisfied (ith the se'vices )'ovided # the an!&

U NO&35 Which facto' satisfies #ou $ost f'o$ the an!&

= -3 -=

11952

17 12

Most satisfying factor

'romised service

&afet

(od")echnolo*

'roblem solvin*

Interpretation"

43


44/58

The aove cha't sho(s that >. 'es)ondents 'es)onded that )'o$ised se'vice is the $ost

satisf#in" facto' fo' the$, =/ 'es)ondents conside'ed safet# as an i$)o'tant satisf#in"

facto' f'o$ the an! and on%# . 'es)ondents conside'ed $ode'n e@ui)$ent as $ost

satisf#in" facto' fo' the$&

U NO&45 Is the se'vice avai%a%e to #ou (hen #ou needed it&

YES NO

-/4 ;=

44


45/58

168

32

Service Availibility

es

no

Interpretation"

F'o$ the aove dia"'a$ it is c%ea' that $a2o'it# of the 'es)ondents841: acce)t that the

se'vice is avai%a%e to the$ (hen the# needed it f'o$ the an! and ve'# fe(

'es)ondents8-/: 'e)%ied that se'vice is not avai%a%e f'o$ the an! (hen the# needed it&

U NO&.5 Which an! )'ovides #ou the fast se'vice 'ecove'#&

9 =4 4; =9

45


46/58

8"2

50

2883

20

fAST SERVIE RE!VER"

'%+

!$,-

&+.

/ +%

.-.-.

Interpretation"

The aove a' cha't sho(s that 1- 'es)ondents inte')'eted that C6K an! the fast

se'vice 'ecove'# as co$)a'ed to othe' an!s in the va%%e#, => 'es)ondents ans(e'ed

that HDF7 an! )'ovides the fast se'vice 'ecove'# (hi%e -1 'es)ondents 'e)%ied that

SBI an! )'ovides the and on%# =9 'es)ondents sho(ed that I7I7I an! and


47/58

.> /= ;1 .

8"2

62

34

9

Managing grievances

stron*l disa*ree

disa*ree

a*ree

stron*l a*ree

Interpretation"

The aove )icha't sho(s that 13 'es)ondents st'on"%# disa"'ee (ith the aove

state$ent that an! is hand%in" custo$e' "'ievances ve'# (e%%, ;- 'es)ondents disa"'ee

(ith the state$ent& On%# -3 'es)ondents a"'ee (ith the state$ent that an! is hand%in"

custo$e' "'ievances ve'# (e%% and on%# > 'es)ondents st'on"%# a"'ee (ith the

state$ent&

U NO&--5 Which se'vice faci%it# do #ou avai% $ost at the an!&

47


48/58

?oan faci%it# De)osit A7 7'edit& 7a'ds A%% the aove

=> 4- >= -. =;

25

8152

1923

Availness of service facility

oan facilit

)(

$eposit -

-redit" -ards

ll the above

Interpretation"

The aove a' cha't sho(s that $a2o'it# of 'es)ondents i&e&1- 'es)ondents use ATM

se'vice of the an!, =/ 'es)ondents $ost%# avai% the se'vice of de)osit accounts (hi%e

as -='es)ondents $ost%# use the %oan faci%it# of the an! and on%# -- 'es)ondents use

othe' se'vices of the an!

UN9&-=5 (hich facto' is i$)o'tant to #ou (hi%e sta'tin" 'e%ationshi) (ith #ou&

48


49/58

A$ience E$)& ehavio' Att&inte'st&'ates %ocation othe's

;> >= 3 -9- >

52

7101

5

mbience

mp" behaviortt"interst"rates

location

other

Interpretation"

The aove )icha't sho(s that >9 'es)ondents conside'ed %ocation an i$)o'tant facto'

fo' the$ (hi%e choosin" a )a'ticu%a' an! (hi%e as => 'es)ondents conside'ed

e$)%o#ee ehavio' as an i$)o'tant facto' (hi%e sta'tin" a 'e%ationshi) (ith a an! and

ve'# fe( 'es)ondents conside'ed inte'est 'ate and a$ience as i$)o'tant facto's fo'

sta'tin" an!in" 'e%ationshi)"

OB,$CTI/$S OF T+$ ST*)'

49


50/58

Eve'# co$)an# has a )a'ticu%a' "oa%& A stud# (ithout o2ectives cannot 'each the

destination& M# )'o2ect (o'! (as a%so di'ected to so$e )a'ticu%a' ta'"ets and the $ain

o2ectives of the stud# a'e as e%%o(5

Z To stud# the custo$e' Satisfaction to(a'ds va'ious )'oducts and se'vices of C6K Ban!&

Z To stud# the $a2o' facto's 'es)onsi%e fo' thei' satisfaction&

Z To stud# the 'and i$a"e of the an!&

Z To $a!e an! e$)%o#ees a(a'e aout the custo$e' )'o%e$s and "ive su""estions to

so%ve the$ so that the Ban! can 'etain and $aintain the %o#a% custo$e's&

Z To !no( the a(a'eness of custo$e's aout )'oducts and se'vices )'ovided #

The an!

Z To dete'$ine the )e'fo'$ance of the an!

FIN)IN2S

50


51/58

The stud# 'evea%s that ;/ 9f 'es)ondents $aintained thei' 'e%ationshi) (ith C6K

an! &Whi%e ne*t $a2o' "'ou) of 'es)ondents i&e& =- 'es)ondents have

$aintained thei' an!in" 'e%ationshi) (ith HDF7 an! (ith this the %o#a%t# of

custo$e's can e inte')'eted&

the $ost i$)o'tant facto' (hi%e sta'tin" 'e%ationshi) (ith the is found as %ocation

as >9 'es)ondents (e'e of this o)inion (hi%e => 'es)ondents 'e)%ied that

e$)%o#ee ehavio' is the $ost i$)o'tant facto' fo' sta'tin" 'e%ationshi) so ette'

%ocation can )%a# a "'eat 'o%e in deve%o)in" custo$e' sha'e &

The stud# 'evea%s that 1- 'es)ondents use the ATM faci%it# of the an! and

othe' $a2o' "'ou) of 'es)ondents 8=/: 'evea%ed that the# use the de)osit

accounts of the an! the'efo'e the ATMS $ust e $aintained and avai%a%e at the

)'o)e' )%aces that can e used easi%#&

the stud# sho(ed that $a2o'it# of 'es)ondents i&e& >; 'es)ondents a'e not

satisfied (ith the custo$e' education )'ovided # the an! (hi%e as =3

'es)ondents a'e satisfied (ith the custo$e' education )'ovided # the an! this

stud# 'evea%s that a )'o)e' education shou%d e )'ovided to the custo$e's of the

an! so that the# can use the ette' se'vice of the an! &

Ma2o'it# of 'es)ondents i&e& 3; 'es)onded that the# a'e not a(a'e aout the

)'oducts and se'vices that an! )'ovides and on%# => 'es)ondents said the# a'e

a(a'e aout the )'oducts and se'vices of the an!& The stud# 'evea%s that it isnecessa'# fo' an# an! to "ive )'o)e' a(a'eness to thei' custo$e's th'ou"h

diffe'ent (a#s &%i!e adve'tise$ent, # conductin" se$ina's, a(a'eness )'o"'a$s&

Ma2o'it# of 'es)ondents i&e& 14 said that C6K an! )'ovides the est custo$e'

se'vice as co$)a'ed to othe' an!s, == 'es)ondents 'es)onded that HDF7 an!

)'ovides the est custo$e' se'vice and on%# -- 'es)ondents said that state an!

of India )'ovides est se'vice&

The stud# 'evea%ed that 1- 'es)ondents 'e)%ied that C6K an! is the on%# an!

that )'ovides the fast se'vice 'ecove'# to thei' custo$e's, => 'es)ondents a'e

(ith HDF7 an! that it )'ovides the fast se'vice 'ecove'#&

The 41 'es)ondents acce)t that the se'vice is avai%a%e to the$ (hen the#

needed it and on%# -1 'es)ondents 'e2ect that to the$ the se'vice is not avai%a%e

(hen the# needed it&

51


52/58

The stud# 'evea%ed that 1/ 'es)ondents a'e satisfied (ith the ove'a%% se'vices

f'o$ the an!, ;9 'es)ondents a'e hi"h%# satisfied (ith the se'vices of the an!

and . 'es)ondents a'e dissatisfied and neut'a% aout the se'vices of the an!&

Ma2o'it# of the 'es)ondents i&e& >. said that )'o$ised se'vice is the $ost

satisf#in" facto' fo' the$ and the ne*t $a2o' "'ou) of 'es)ondents i&e& =/ said

that safet# is the $ost satisf#in" facto' f'o$ the an!&

13 'es)ondents st'on"%# disa"'eed that an! is hand%in" custo$e' "'ievances

(e%%, (hi%e as ;- disa"'eed (ith the state$ent and on%# -3 'es)ondents

a"'eed that an! is hand%in" "'ievances (e%%&

The $a2o'it# of the 'es)ondents i&e& 14 'es)ondents disa"'eed (ith the

state$ent that )'ocessin" of an! is )oo' and on%# == 'es)ondents a"'eed that

)'ocessin" of an! is )oo'&

The stud# 'evea%ed that /9 'es)ondentJs a"'ee that ATM $achines of the an!

a'e $aintained ve'# (e%% and == 'es)ondents disa"'eed that ATM $achines a'e

not $aintained (e%%&

49 'es)ondents st'on"%# disa"'eed than an! is )'ovidin" to%% f'ee nu$e's fo'

an# "'ievance and on%# 1 'es)ondents a"'eed that an! is )'ovidin" to%% f'ee

nu$e's&

The stud# 'evea%ed that >3 'es)ondents a"'eed that e$)%o#ees of the an! a'e

ve'# cou'ticious (ith the$ and on%# -9 'es)ondents st'on"%# disa"'ee that

e$)%o#ee of an! is cou'ticious&

the $a2o'it# of the 'es)ondents ie3. st'on"%# disa"'ee that )a'!in" faci%it# of

an! is (e%% and on%# 1 'es)ondents a"'ee that )a'!in" faci%it# of an! is (e%% &

>1 'es)ondents disa"'ee (ith the state$ent that inf'ast'uctu'e of an! is %ac!in"

(hi%e as => 'es)ondents a"'ee that inf'ast'uctu'e of an! is %ac!in"&

S*22$STIONS ($CO%%$N)&TIONS

52


53/58

The custo$e' education shou%d e )'ovided (ith )'o)e' info'$ation aout the

se'vices of the an!&

Ban! $ust e )%aced at )'o)e' %ocation so that custo$e's can easi%# 'each thei'&

This (i%% he%) an! is $aintainin" "ood 'e%ationshi) (ith custo$e's&

The se'vices shou%d e $ade avai%a%e at eve'# ti$e to $eet e*)ectations of

custo$e's&

G'ievances of custo$e's $ust e hand%ed in a )'o)e' (a# and (ithin the sho'te'

)e'iod of ti$e # doin" this the i$a"e of an! ado)ts in the e#es of custo$e's&

The no& of ATM $achines shou%d e inc'eased an d it shou%d e %ocated at )'o)e'

)%aces and at )'o)e' distances it (i%% he%) an! do inte'act (ith $a*i$u$

custo$e's&


54/58

Z 7onside'in" the si0e of )o)u%ation that (e have, the sa$)%e si0e that I have ta!en (as

ve'# s$a%%&

Z So$e custo$e's (e'e 'e%uctant to "ive detai%ed info'$ation&

Z Ti$e facto' (as one of i" %i$itin" facto'&

Z Data "iven # the 'es)ondents a'e %i$ited to thei' o(n attitude, satisfaction,

!no(%ed"e, fee%in" and a(a'eness&

BIB#IO2(&P+'

(eference

54


55/58

The info'$ation contained in this 'e)o't (as accessed f'o$ a va'iet# of )u%ic, co')o'ate

and c%assified sou'ces and eve'# effo't has een $ade to ac!no(%ed"e that these sou'ces

(he'e 'e%ia%e and a))'o)'iate&

Books

Refe'ence to a oo!5

Kot%e',


56/58

8c:


57/58

8d: Hi"h%# Satisfied

U NO&>5 A'e #ou a(a'e aout va'ious )'oducts and se'vices )'ovided # the an!

8a: Yes 8: No

U NO&/5 Which an! do #ou thin! )'ovides the est custo$e' se'vice

8a: HDF7

8: C6K Ban!

8c: SBI

8d:


58/58

8: Dissatisfied

8c: Neut'a%

/3

8d: Satisfied

8e: Hi"h%# satisfied

U NO&-95 Which facto' satisfied #ou $ost f'o$ the an!

8a:

aaqib final project

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