“Presentation on Customer’s Satisfaction Towards Dhrangadhara

Peoples Co- Oprative Bank”

Submitted by :- Guided By :Archana Patel Prof. Hemali Broker1416MBA30003MBA(2014-16)

INTRODUCTION OF PROJECT

There are many financial industries which provide financial services to the customer. And all the financial industries have their own rules and regulations, technologies etc.

Banking is a customer oriented services industry, therefore, the customer is the focus and customer service is the differentiating factors.

Here we talk about only banks so we also know most of the services providing by the bank but most imported think is customer’s satisfaction towards the bank. And what they think about the services which are proving by the bank.

With the current change in the functional orientation of banks, the purpose of banking is redefined. The main driver of this change is changing customer needs and expectations.

Customer’s in India no longer want to wait in long queues and spend hours in banking transactions. This change in customer attitude has gone hand in hand with the development of ATMs, phone and net banking along with availability of service right at the customer's doorstep.

With the emergence of universal banking, banks aim to provide all banking product and service offering less than one roof and their endeavor is to be customer centric.

LITERATUR REVIEWCustomer satisfaction has been considered the essence

of success in today’s highly competitive banking industry.

Prabhakaran and Satya (2003) mentioned that the customer is the king. Heskettet al. (1997) argued that profit and growth are stimulated primarily by customer loyalty. Ndubisi (2005), Gee et al. (2008) and Pfeifer (2005) pointed out that the cost of serving a loyal customer is five or six times less than a new customer.

Several researchers including Tariq and Moussaoui (2009), Han et al. (2008) and Ehigie (2006) found that loyalty is a direct outcome of customer satisfaction.

Generally speaking, if the customers are satisfied with the provided goods or services, the probability that they use the services again increases (East, 1997). Also, satisfied customers will most probably talk enthusiastically about their buying or the use of a particular service; this will lead to positive advertising (File and Prince, 1992; Richens, 1983). On the other hand, dissatisfied customers will most probably switch to a different brand.

According to Tse and Wilton (1988) Customer satisfaction is, “the consumer’s response to the evaluation of the perceived discrepancy between prior expectations and the actual performance of the product perceived after its consumption.

INDUSTRY OVERVIEWBRIEF HISTORY OF BANKING IN INDIA:-

The origin of western type commercial banking in India dates back to the 18th century.

The story of banking starts from BANK OF HINDUSTAN established in 1770 and it was first bank at Calcutta under European management. It was liquidated in 1830-32 From BANK OF HINDUSTAN in 1770, the evolution of banking in India can be divided into three different periods as follows:

 

INTRODUCTION IN NATIONAL BANK The history of nationalization of Indian banks dates back to the year 1955 when the Imperial Bank of India was nationalized and re-christened as State Bank of India (under the SBI Act, 1955). Later on July 19, 1960, the subsidiaries of SBI . State Bank of Hyderabad (SBH), State Bank of Indore, State Bank of Saurashtra (SBS), State Bank of Bikaner and Jaipur (SBBJ), State Bank of Patiala (SBP) were also nationalized with deposits more than 200 crores.

In 1949, during the early years of the country’s independence, India’s central bank, the RBI (Reserve Bank of India) became the first bank to be nationalized.  

COMPANY OVERVIEW

The Dhrangadhara Peoples Co-op Bank is working from 40 years.

Bank provides most of all financial services which customers want from any central bank like cheque clearing, money transfer, loan providing, etc.

Bank also provides online banking which is very helpful to any customer.

Bank provides customers different types of loan facilities, fixed deposit facilities, locker facilities, etc.

The bank is also provides suggestions to customers related to any financial problems.

Fixed deposit interest rate:-

There are two type of fixed deposit are available at the DPCB.

FIXED DEPOSIT BHAGYALAXMI FIXED DEPOSIT

  

Fixed deposit means in this scheme the bank is giving the interest rate as per the fixed deposit plan. This FD is known as short term FD. Because this FD is starting to 48 days to 1 year. So FD interest rate is 5 to 7% or if there is any senior citizen than bank give to them 0.5% more interest on the FD.

Bhagyalaxmi fixed deposit means the deposit which is more than 1 year in this FD the bank is giving 8.5% .and for senior citizen the bank is giving 0.5% more interest

RESEARCH METHODOLOGY

Objectives of the study

Primary Objective Secondary Objective Data Collection - Primary Sources - Secondary Sources

Sample size:- 100

Sample unit:- Consumer of different age, gender and occupation

Sample area:- Dhrangadhara

Research design:- Descriptive method

DATA ANALYSIS

1. AGE

Below 20 20-30 30-40 40-50 50 above0

10

20

30

40

50

60

413

49

25

9

Age

2.EDUCATION QUALIFICATION

429

63

4

Education Qualification

S.S.C H.S.CGraduate Post Grad-

uate

3.OCCUPATION

13 9

3216

9

13 8

occupationStudetHousewifeBusinessPri.employeeGov.employeeSelf employeeRetired

4. Which type a/c people have

Current a/c

Saving a/c Recurring a/c

Fixed a/c0

1020304050607080

type of a/c

HYPOTHESIS1.Services of DPCB.

hypothesis test T-cal mean Result

Ho: µ = (customer satisfied with DPCB services)Ho: µ > (customers not satisfied with DPCB services)

Cheque clearing T-test 18.381 1.17000 Accept

Loan providing T-test 25.331 1.21000 Accept

Money transfer T-test 19.834 1.53000 Accept

Loan interest rate T-test 19.726 1.77000 Accept

Fixed deposit interest rate T-test 17.562 1.80000 Accept

Cash deposit T-test 15.485 1.82000 Accept

Cash received T-test 16.162 1.66000 Accept

Account opening T-test 16.241 1.57000 Accept

2.Loan types of DPCB.

hypothesis test T-cal Mean ResultHo: µ = (customers happy with DPCB loan)Ho: µ > (customers not happy with DPCB loan)

Gold loan T-test 10.491 1.19000 Accept

Education loan T-test 33.767 1.82000 Accept

Home loan T-test 27.067 1.82000 Accept

Vehicle loan T-test 21.442 1.83000 Accept

Agriculture loan T-test 18.193 1.77000 Accept

FINDING78% customers have sav29%custing a/c.3% customers have recurring a/c.73% customers think about computerised service. Only 2% customers think about core banking. Customers are satisfied with the banking services. Customers want net banking. Customers want ATM service. Customers want to know about more banking facilities. Most of the customers are satisfied with the rate of loan

interest of the bank.

 

SUGGESTION The bank must get suggestion from the customers for the services which is given by them. Bank should take steps immediately to solve customers’ problem. Bank providing ATM facility to the customers. Decrease the interest rate of education loan and give more period of time to payment of education loan. Implement some special scheme to improve customers. Bank must be provide the facilities as much as possible.If the customer is not able to pay loan than bank should give some little time to pay loan.

LEARNING Working with the dhrangadhara peoples co-oprative bank. During my summer internship I learn many things in bank and that is my best experience and I feel very happy to do internship in DPCB Bank.  I learn how to collect cheque, Inward clearing, Outward clearing, Account opening, Transfer entry, etc. And I also learn about different types of loan.   The bank is rapidly growing. They have an aggressive strategy.  The bank provides speedy way of services to its customer with satisfaction.       

BENEFICIARIES OF REPORT

COMPANY:-

The first benefits for the banks offering many services is better branding and better responsiveness to the market.

Those banks that would offer such services would be perceived as leaders in technology implementation. Therefore, they would enjoy a better brand image.

The other benefits are possible to measure in monetary terms.

RESEARCHERS:-

The main benefit from the bank customers’ point of view is significant saving of time by the automation of banking services processing and introduction of an easy maintenance tools for managing customer’s money.

Improve customer services Increased personalized service or one to one service Responsive to customer needs Improve customization of marketing Time saving Improve customer knowledge

STUDENT:-

Increase student knowledge in bank.

Experience of banking many part.

Students know the many service in co-operative bank

Student get knowledge about different bank.

They get knowledge about different services of bank

LIMITATION I have very short period of internship program. Because of short period there would be some extent to learn more things. In Dhrangadhara there is not any other co-op. bank so I cannot learn more about competition of two co-op. banks. Some time respondents were not giving proper answers. Some customers are local and some are from village area so it is not possible to ask questions everybody. Some of the customers are less educated, so they can’t give proper response. Customers feel boring to give proper response.

CONCLUSION

The Dhrangadhara Peoples Co-op bank is giving me lots of working knowledge. Working in Dhrangadhara Peoples Co-op Bank for one and a half month is very great experience to learning banking things. It helps me to learning more and more banking services. It helps me to understand banking services and how the services are providing to the customers.

THANK YOU