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“CONSUMER’S PERCEPTIONS ON KCC BANK LTD.”

SUMMER TRAINING PROJECT REPORT

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR DEEGREE

OF

MASTER OF BUSINESS ADMINISTRATION

SESSION – 2014-16

SUPERVISED BY : SUBMITTED BY:

Mr. ANUJ NOHRIA ARUN UMAR

A!!" Pr#$ UID-14MBA1%60

CHANDIGARH UNIVERSITY, GHARUAN MOHALI

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DECLARATION

I &'r'() *',r' "&" I &' rr/'* #" S'r Tr//3 Pr#'" # "&' "#5/ '"/",'*

“Cons!"#’s P"#$"%&'on on KCC B(n)” / B#(n$* O++'$" H(!'#%#.

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&! ('' 5(,/!&'* #r !(/""'* "# )(#*).

ARUN KUMAR-

2

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GUIDE CERTIFICATE

T&/! /! "# 'r"/$) "&" ARUN UMAR #$ M.B.A. % r* !''!"'r ('r/3 /'r!/") UID N('r8

14MBA1%60 &! #5,'"'* &'r !'r "r//3 5r#'" *'r ) 3/*'.

P#o"$& G'/"

MR. An No*#'(-

ASTT PROF.

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ACKNO0LEDGEMENT

I, ARUN KUMAR 9 MBA S"*'" / CHANDIGARH UNIVERSITY9 GHARUAN /! &/3&,)

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ARUN KUMAR

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PREFACE

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INDE2

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Co!%(n5 P#o+'4"

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MISSION

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BUSINESSES

CC B7 #$$'r! /*' r3' #$ #'r/, * "r!"/#, (7/3 !'r/'! * "r'!r)

5r#*"! "# &#,'!,' * r'"/, !"#'r!. T&' (7 &! "&r'' 7') (!/'!! !'3'"!:

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C(%'&(4 S&#$&#"

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GRO0TH

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0ORK PLACE TRANSFORMATION

FIVE “S” PART OF KAIEN

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S: SORT SEIRI

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:. SORT

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TECHNOLOGY

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PRODUCT SCOPE

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ACCOUNT OPENING AND OPERATION OF DEPOSIT ACCOUNTS

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C##"n& A$$on&

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T"#! D"%os'& A$$on&

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35

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B7 r'#'*! "&" ,, "&' *'5#!/"#r! /, #/"/# $/,/"). T&' #/'' / "&' ''" #$

*'"& #$ "&' *'5#!/"#r! #,* r''/' "&' (,' #"!"*/3 / "&' #" ! "r!"'' #$ ,'3,

&'/r! #,).

INSURANCE COVER FOR DEPOSITS

A,, (7 *'5#!/"! r' #'r'* *'r "&' I!r' S&'' #$ D'5#!/" * Cr'*/" Gr"''

C#r5#r"/# #$ I*/ DICGC !('" "# 'r"/ ,//"! * #*/"/#!.

GENERAL

1OINT ACCOUNTS:

D'5#!/" #"! (' #5''* () /*//*, / &/! # ' #r () #r' "& #'

/*//*, !('" "# ;/ #$ $#r 5'r!#!9 7# ! #/" #". SB #" ('

#5''* () /#r #/",) /"& "r, 3r*/ #r /"& #"&'r ! 3r*/.

O%"#(&'ons o+ 1o'n& ($$on&

T&' #/" #" #5''* () #r' "& #' /*//*, !('" "# ;/ #$ 4 5'r!#! ('

#5'r"'* () !/3,' /*//*, #r () #r' "& #' /*//*, #/",). T&' *"' $#r #5'r"/3

"&' #" (' #*/$/'* /"& "&' #!'" #$ ,, "&' #/" #" &#,*'r!. I !' #$ SB

#" #5''* () /#r #/",) /"& "&' "r, 3r*/ "&' #5'r"/# /! () "&' "r,

3r*/ #,)

T#(ns+"# o+ ($$on&s

Crr'" A#"9 SB9 T'r D'5#!/"! ) (' "r!$'rr'* $r# #' (r& "# #"&'r (r&

/"&/ "&' (7 " "&' r'>'!" #$ "&' #" &#,*'r! !('" "# 'r"/ #*/"/#!

38

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A//'&'on o+ n(!"s T&' B7 ) " "&' r'>'!" #$ "&' *'5#!/"#r! ,,# **/"/# #$ '!

!('" "# "&' #*/"/# "&" "&' "#", ('r #$ *'5#!/"#r! *#'! #" ';''* $#r / !' #$ (#"&

"&' SB9 CA T'r *'5#!/"!. D','"/#! / '! #$ *'5#!/"#r! /! ,!# 5'r/""'*9 !('" "# "&'

#*/"/# "&" #' #$ "&' #r/3/, *'5#!/"#r! !&#,* #"/' "# (' *'5#!/"#r

C*(n9" 'n R(&" o+ In&"#"s& T&' r"' #$ /"'r'!" # *'5#!/"! /,, (' 5r#/'",) */!5,)'*

/ "&' (r& 5r'/!'! 5r" $r# 5,/3 "&' !' # #r (7! '(!/"'. T&' &3'! /$ )

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5$r#" * !&,, (' 5r#/'",) */!5,)'*. T&' !' ) ,!# (' 5(,/!&'* / '!55'r.

Cs&o!"# In+o#!(&'on T&' !"#'r /$#r"/# #,,'"'* $r# "&' !"#'r! !&,, #"

(' !'* $#r r#!! !',,/3 #$ !'r/'! 5r#*"! () "&' (79 !(!/*/r/'! $$/,/"'!. I$ "&' (7

5r#5#!'! "# !' !& /$#r"/#9 /" !&,, (' /"& "&' #!'" #$ "&' #" &#,*'r!

S"$#"$5 o+ &*" $s&o!"# ($$on&s T&' B7 !&,, #" */!,#!' *'"/,! 5r"/,r! #$ "&'

!"#'r! #"! "# "&/r* 5'r!# #r 5r") /"&#" "&' ';5r'!! #r /5,/'* #!'" $r# "&'

!"#'r. H#''r9 "&'r' r' !#' ';'5"/#! /=. D/!,#!r' #$ /$#r"/# *'r

#5,!/##$ ,9 &'r' "&'r' /! *") "#r*! "&' 5(,/ "# */!,#!' * &'r' /"'r'!" #$ "&'

(7 r'>/r'! */!,#!r'.

Ino%"#(&'@" ($$on&s SB CA #"! / &/& "&'r' r' # #5'r"/#! $#r 5'r/#* #$ 2

)'r! * (#' $r# "&' *"' #$ ,!" #5'r"/#9 ';'5" () ) #$ ) &r3'! *'(/"'*9 #r /"'r'!"

*'(/"'*r'*/"'* /,, (' "r'"'* ! /#5'r"/' #". S'r/' &r3'! r' ,'/'* "# /#5'r"/'

#". D'5#!/"#r! r'/' "&' #". I !' "&' (,' /! ,'!! "& R!.20- #" /,,

(' ,#!'* /$ "&'r' /! # r'!5#!' $r# "&' *'5#!/"#r "# "&' #"/' !'" () "&' (7.

SPECIAL TYPES OF ACCOUNTS

M'no# ($$on&s

M'no# ($$on&s #"%#"s"n&"/ ?5 &*" 9(#/'(n

39

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A#r*/3 "# "&' I*/ #r/") " r'* /"& "&' Gr*/! Fr*! A"9109 /#r /! #'

&# &! #" #5,'"'* 1 )'r! #$ 3'9 (" / !' #$ /#r &#!' 3r*/ /! 55#/"'* () "&'

C#r"9 &' !&' r'/! /#r 5 "# "&' 3' #$ 21 )'r!. I "'r! #$ I*/ #"r" A"9 "&'

#"r"/3 5r"/'! !&#,* (' #r ''!!r/,) $#r "&' ,/*/") #$ "&' #"r"!. H''9 )

#"r" /"& "&' /! #/* (-//"/#. S/' "&' #5'/3 #$ "&' #" $#r! #"r", #(,/3"/#

('"'' (7'r !"#'r9 !/3! (7 #" / "&' /*//*, 5/") #$ "&' /#r /,,

#" (' #5''*. H#''r "&'r' r' ';'5"/#! "# "&/! r,'

A$$on&s 'n &*" n(!" o+ !'no# *'!s"4+

SB #"! ) (' #5''* #5'r"'* () "&' /#r &/!',$ $#r r'!#(,' #"!9 5r#/*'*

&' &! ""/'* "&' 3' #$ 14 )'r! * ,/"'r"'. N# &'>' (##7 /,, (' /!!'* "# &/.

A$$on&s 'n &*" n(!" o+ s&/"n&s (?o@" &*" (9" o+ :> 5"(#s

I (r&'! ';"'!/# #"'r! &/& r' !/""'* /"&/ "&' 5! #$ "&' E*"/#,

I!"/""/#!9 /#r !"*'" &# &! ""/'* "&' 3' #$ 12 )'r! * &# /! !"*)/3 / "&'

E*"/# I!"/""/#9 #5'/3 #$ SB #" /,, (' #!/*'r'*

A$$on&s o+ '44'&"#(&" %"#sons

T&' B7 ) " /"! */!r'"/#9 #5' #"! #$ /,,/"'r"' 5'r!#!9 $"'r #(!'r/3 $#r,/"/'! $#r

#5'/3 !& #"!. N# &'>' (##7 $/,/") /! 5r#/*'* $#r !& #"!.

A$$on&s o+ B4'n/ %"#sons

T&' B7 ) " /"! */!r'"/# #5' *'5#!/" #" / "&' ' #$ (,/* 5'r!# $"'r #(!'r/3

,, "&' $#r,/"/'! #$ "&' B7 $#r #5'/3 * #5'r"/# #$ !& #"!. Br& M3'r "

&/! */!r'"/# ) /!!' &'>' (##7 /"& 'r"/ r'!"r/"/#

R"%(5!"n& n/"# 1o'n& D"%os'&s

40

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T&' #/" #" &#,*'r 3/' ) #$ "&' $#,,#/3 *"'! $#r */!5#!, #$ (,' / "&'

#"

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N#.1 #r !r/#r

J#/",)

E'&*"# o# s#@'@o# :

T&' B7 /,, (' 7/3 5)'" #$ "&' "r/") 5r#''*! "# "&' !r//3 *'5#!/"#r &#

5r'!'"! "&' *'5#!/" r''/5" * $r/!&'! "&' 5r#5'r */!&r3' /"&#" r'$'r'' "# "&' #"&'r

*'5#!/"#r ! ',, ! "# "&' ,'3, &'/r! #$ "&' *''!'* *'5#!/"#r.

No.: o# s#@'@o#

I$ #.1 /! #" ,/' # "&' *"' #$ "r/") "&' (7 /,, (' 7/3 5)'" "# "&' !r/#r

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!'"",'* / $#r #$ "&' !r/#r !('" "# 5r#*"/# #$ #"r/='* /*'/") $#r

/*'/$)/3 "&' (7 / !' #$ "&' ,/ $r# ,'3, &'/r! #$ "&' N#.1.

P(5(?4" o'n&45

I$ #' #r #r' #$ "&' *'5#!/"#r */'! # #r $"'r "r/")9 "&' #" /,, (' 5/* #/",) "# "&'

!r//3 *'5#!/"#r! ,#3 /"& "&' ,'3, &'/r! #$ "&' *''!'* *'5#!/"#r.

REDRESSAL OF COMPLAINTS

T# '(,' "&' !"#'r! "# #/' "&'/r 3r/''! #r #$$'r !33'!"/#! $#r /5r#''" /

!"#'r !'r/'9 I !' #$ ) #5,/"9 "&' ""'r ) (' $/r!" (r#3&" "# "&' #"/' #$

#'r'* Br& M3'r $#r /'*/"' r'*r'!!'!. I$ "&' #5,/" /! #" r'*r'!!'* "# "&'

!"/!$"/# #$ "&' !"#'r9 "&' ""'r ) (' "7' 5 /"& "&' GM . I$ "&' #5,/" !"/,,

41

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$'',! !"/!$/'* /"& "&' r'!5#!'! r''/'*9 &' **r'!! &/! #5,/" "# "&' H/3& 5#'r

#/""'' #!"/""'* () "&' B#r* ,,'* ! Gr/''! C',, * !'"",''" #/""'' "#

,##7 / "# ,, !& /!!'! . T&/! #/""'' ''"! #' / ''7 " #r P&r G

Br& # ''r) M#*) ('"'' 4.4 PM "# .00 PM

A$"'r ';&!"/3 "&' (#' &/'r)&',!9 /$ "&' !"#'r /! #" !"/!$/'*9 &' ) r/"' "#

C&/r #r M3/3 D/r'"#r #$ "&' B7 * '' $"'r "&/!9 /$ #" !"/!$/'* &' /! $r'' "# "7'

r'#r!' "# "&' $#,,#/3:

OUR COMMITMENT TO YOU

0" %#o!'s" &o

A$& +('#45 (n/ #"(son(?45 'n (44 o# /"(4'n9s '&* 5o ?5

M''"/3 "&' #/"'"! * !"*r*! ,/* *# () "&' B#r*RCS #$$/'RBI.

M7/3 !r' #r !'r/'! ''" r','" ,! * r'3,"/#!

A*&'r/3 "# '"&/, 5r//5,'! #$ /"'3r/") * "r!5r')

D"(4 '&* s%""/ (n/ $on$"#n 'n #"s%"$& o+ "##o#s!'s&()"s ?5

C#rr'"/3 /!"7'! >/7,)

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B"+o#" 5o ?"$o!" ( /"%os'&o#, " '44

3/' )# ,'r /$#r"/# ';5,//3 "&' 7') $'"r'! #$ "&' !'r/'! )# "',, !

#r )# r' /"'r'!"'* /.

3/' )# /$#r"/# # ) ")5' #$ #" $/,/") &/& ' #$$'r * ) !/"

)#r ''*!.

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"',, )# &" /$#r"/# ' ''* $r# )# "# 5r#' )#r /*'"/") * **r'!!

* "# #5,) /"& ,'3, * r'3,"#r) r'>/r''"!9 * #' )# &' &#!'

#" #r !'r/'9 ' /,, "',, )# &# /" #r7!.

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o+ ( /"$"(s"/ %"#son 'n &*" (?s"n$" o+ no!'n(&'on.

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<##7/3 " "&' #"/'! / #r (r&'!

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F&' )# ('#' D'5#!/"#r9 ' /,, 3/' )# /$#r"/# # "&' /"'r'!" r"'! &/& 55,) "#

)#r #"!. A" "&' "/' #$ #5'/3 #$ "&' #"9 ' /,, /$#r )# #$ "&' r"' " &/&

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#"9 (" "&'r' ) (' &r3' $#r "&/! !'r/'.

F' /,, 5) /"'r'!" # $*! /#,'* /$ #,,'"/# /! *',)'* (')#* "&' #r, 5'r/#* !

!"/5,"'* () RBI.

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/!"r"/#!. I$9 /"&/ r'!#(,' 5'r/#* $"'r "&' '"r) &! ('' *' # )#r !""''" "&'r'

43

8/20/2019 KCC Bank


/! */!5"' (#" &'>' 5/* $r# )#r #"9 ' /,, 3/' )# "&' &'>' #r #5) !

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5r''" "&'!' $r# ('/3 /!!'*. F' /,, "r'" ,, )#r 5'r!#, /$#r"/# ! 5r/"' *

#$/*'"/, '' &' )# r' # ,#3'r !"#'r.

F' /,, #" r'', "r!"/# *'"/,! #$ )#r #"! "# "&/r* 5r")9 /,*/3 '"/"/'! / #r

3r#59 #"&'r "& / "&' $#,,#/3 $#r ';'5"/#, !'! &' ' r' ,,#'* "# *#.

I$ ' &' "# 3/' "&' /$#r"/# () ,.

I$ "&'r' /! *") "# "&' 5(,/ "# r'', "&' /$#r"/#

I$ #r /"'r'!"! r'>/r' ! "# 3/' "&' /$#r"/# $#r ';5,'9 "# 5r''" $r*

(" ' /,, #" !' "&/! ! r'!# $#r 3//3 /$#r"/# (#" )# #r )#r

#"! /,*/3 )#r ' * **r'!! "# )#' ',!'9 /,*/3 #"&'r

#5/'! / #r 3r#59 $#r r7'"/3 5r5#!'

DEPOSITORS RIGHTS

D"%os'&o#s (#" "n&'&4"/ &o &*" +o44o'n9 #'9*&s

:. RIGHT TO INFORMATION

A *'5#!/"#r /,, &' r/3&" "# /$#r"/# (#" &r3'!9 >,/") * !"*r* #$ "&' !'r/'!

#$$'r'* () "&' B7 "# '(,' &/ &'r "# "7' /*'5'*'" *'/!/#.

>. RIGHT TO CHOOSE

A *'5#!/"#r /,, &' "&' (!#,"' $r''*# "# &##!' #3 "&' r/#! !'r/'! #$$'r'* () "&'

B7 "# !/" &/! &'r r'>/r''"!.

%. RIGHT TO AVAILUTILISE THE PRODUCTS AND SERVICES

A *'5#!/"#r /,, &' "&' r/3&" "# /,"/,/=' "&' !'r/'! &#!' () &/ &'r /"&#" )

/"'r'"/# #(!",'.

44

8/20/2019 KCC Bank


. RIGHT TO BE HEARD AND REDRESSAL OF GRIEVANCES

A *'5#!/"#r /,, &' "&' r/3&" "# (' &'r* * !''7 r'*r'!!, 3/!" *'$//'" !'r/' 5##r

>,/") #$ !'r/'!9 $/r Tr*' 5r"/'! * !r5,#! ';5,#/""/#. T&/! /,*'! &/! &'r

r/3&" "# $/r r'*r'!!, #$ ) 3'/' 3r/'' r',"/3 "# !'r/'! &/& &' !&' &! &#!' "#

"/,/='

MILESTONES IN THE HISTORY

CC B7 ('3 /"! #5'r"/#! / 160 /"& !/5,' /!!/# "# (' 0o#4/$4(ss In/'(n

B(n). T&') r',/='* "&" #,) !/3,'-/*'* $#! # 5r#*" >,/") * !'r/' ';',,''

#,* &',5 ! 3'" "&'r'. T#*)9 "&') r' 5r#* "# !) "&" "&') r' ',, # #r ) "#r*! "&"

3#,. I" /! ';"r'',) 3r"/$)/3 "&" "&'/r '$$#r"! "#r*! 5r#/*/3 !"#'r #'/'' &'

('' 55r'/"'* (#"& "/#,,) * /"'r"/#,,).

QUALITY POLICY

SECURITY T&' (7 5r#/*'! ,#3 "'r $//, !'r/") "# "&'/r 5#,/). T&' (7 *#'! "&/!

() #$$'r/3 ,/$' /!r' * 5'!/# 5r#*"!.

TRUST T&' (7 55r'/"'! "&' "r!" 5,'* () "&'/r 5#,/) &#,*'r! / "&' (7. H''9 /" /,,

/ "# 3' "&'/r /'!"'"! 'r) r'$,,) * ,/' 5 "# "&/! "r!".

INNOVATION R'#3/=/3 "&' */$$'r'" ''*! #$ #r !"#'r!9 "&' (7 #$$'r! r3' #$

/#"/' 5r#*"! "# ''" "&'!' ''*!.

S0OT ANALYSIS

45

8/20/2019 KCC Bank


STRENGTH

1. T&' (/33'!" !"r'3"& #$ B7 /! D/r'" B7/3 &',!. A! D/r'" (7/3 &',!

!'! "/' * #') (#"& ! !"#'r *#'! #" ''* "# 3# "# (7 $#r ) 7/* #$

"r!"/# ';'5" !& /"&*r, * !& *'5#!/"! ,, #"&'r "&/3! r' *#' !/""/3

)&'r' / "&' #r,*.

2. A,, !'r/'! #r 5r#*"! #$ CC B7 r' /,(,' "&r#3& */r'" (7/3 &',!.

%. r'' ATM9 N'" B7/39 M#(/,' B7/39 P&#' B7/3 * 24 &#r! !'r/'!.

4. V'r) '!) "# '!! * !'.

. A &/3&,) 5'r!#,/='* !'r/'! 5r#/*'* () "&' (7.

0EAKNESS

1. Ur''!! (#" ,, D/r'" B7/3 C&',! *' "# ,'!! *'r"/!''".

2. O"&'r 5r/"' (7! &' !"r"'* */r'" (7/3 &',! /" ) 5" !#' #5'"/"/#

"# CC B7 / 'r $"r'.

%. R'!/!"' "# C&3'.

4. O' !&#,* &' "&' 7#,'*3' #$ "&' #5'r"/#! #$ "&' #5"'r! * #$ #r!' "&'

I"'r'".

OPPORTUNITIES

1. C'"r,/='* (7/3 7'! '!) $#r CC B7 "# 5r#/*' !'r/'! "# !"#'r!.

2. H3' r7'" #$ !&r'&#,*'r!.

THREATS

1. V,'r(,' "# r'"/' ""7 () #5'"/"#r!.

2. A""7! #$ '( &7'r!.

%. <7 #$ /$r!"r"r' / rr, r'! #,* #!"r/ /'!"'".4. H/3& #,' ,# #!" r7'" r' /"'!',) #5'"/"/'.

46

8/20/2019 KCC Bank


R"@'" O+ L'&"#(&#"

P(&"4 (n/ s(5"/ :83;- #$ "&' N"/#, I!"/""' #$ B7/3 M3''" *'

V,(,' ,)!/! #$ 5'r$#r' * 5r#!5'"! #$ RRB!. T&') ,!# 3' #5r"/'

P/"r' #$ 5'r$#r' / *'5#!/"!9 (r& ';5!/# * r'*/" *'5,#)'" #$ "&' ##5'r"/'

(7!9 #'r/, (7! * RRB! / !5'/$/'* r'. T&/! ! ')' #5''r $#r )

r'!'r&'r '33'* / "&/! $/',* #$ rr, r'*/".

F'n(n$'(4 "<%#"ss, :837- 5(,/!&'* !"*) # RRB! /(/,/")9 &/& ! #*"'* ()

A3r/,"r' /' C#r5#r"/# / 16 .T&' !"*) r'','* "&" /(/,/") #$ RRB! !'!!'"/,,) *'5'*'" 5# "&' $* 3''" !"r"'3)9 r3/ ('"'' r'!#r'! #(/,/")

* "&'/r *'5,#)'" * # "&' #"r#, ';'r/!'* # rr'" * $"r' #!"! /"& *'!. T&'

5r#5#r"/# #$ "&' '!"(,/!&'" #!"! "# "#", #!" * ';5!/# #$ (r&'! 'r' "&' r/"/,

$"#r!9 &/& $$'"'* "&'/r /(/,/"). T&' !"*) $r"&'r #,*'* "&" RRB! /rr'* ,#!!'! *'

"# *'$'"! / "&'/r !)!"'! * ! !&9 "&'r' ! ''* "# r'"/$) "&'!' * 7' "&' /(,'. T&'

/ !33'!"/#! #$ "&' !"*) /,*'* /5r#''" / /$r!"r"r' $/,/"/'! * #5'/3 #$

(r&'! () #'r/, (7! / !& r'! &'r' RRB! 'r' ,r'*) / #5'r"/#. H#''r

"&' / ,//""/# #$ "&' !"*) ! "&" /"! 3''r,/="/#! 'r' (!'* # "&' !"*) #$ "&'

3r/ (7 73r.

RENDIL. :833- #*"'* !"*) # RRB! "7/3 !5,' #$ 4 (''$//r/'! #$

Rr, r"/!! / r/#! */!"r/" #$ !&/r *'r J B7. I "&/! !"*)9 /" ! #,*'* "&"

"&' (''$//r/'! 'r' (,' "# $/* /r'!' / "&'/r

I#' ('!' #$ "&' $/' 5r#/*'* () "&' (7

47

8/20/2019 KCC Bank


BALMI :88; / &/! !"*) # P'r$#r' * Gr#"& #$ R'3/#, Rr, B7! / 3r

$#* "&" "&'!' (7! &* (''$/"'* "&' (''$//r/'! / r/!/3 "&'/r /#'9 5r#*"//")9

'5,#)'" * !' #$ #*'r 5r"/'! * r'&(/,/""' "&' rr, r"/!!

SINDHU :88- rr/'* #" !"*) # "&' "#5/ ?Gr#"& * P'r$#r' #$ RRB / 73r.L

O "&' (!/! #$ "&' !"*) #$ ,, RRB #$ 73r9 /" /! $#* "&" "&'r' ! '#r#! /r'!' /

1*'5#!/"! * #"!"*/3 *'!. T&' r'!'r&'r $'," "&' ''* "# /r'!' "&' !&r' 5/", *

"# '!r' '$$//'" !' #$ */!"r/("/# &',! #$ $/' "# (''$//r/'!.

RASIL SINGH:887- #*"'* !"*) /"& "&' #('"/' #$ ,)=/3 "&' r#,' #$ R'3/#,

Rr, B7! / E##/ D'',#5'" * r'','* "&" RRB! &' ('' 5,)/3 /", r#,' /

"&' $/',* #$ rr, *'',#5'". M#r'#'r9 RRB! 'r' #r' '$$//'" / */!(r!, #$ ,#! "# "&'

rr, (#rr#'r! ! #5r'* "# "&' #'r/, (7!. S55#r" $r# !""' G#'r'"!9 ,#,

5r"//5"/#9 5r#5'r !5'r/!/# #$ ,#! * #5'/3 r( (r&'! 'r' !#' !"'5!9 &/&

!&#,* (' "7' "# 7' RRB! $r"&'r '$$//'".

SAMEER >;;>- P#,//'! #$ rr'" 5&!' #$ $//, ,/('r,/="/# &' &* /'*/"'9

*/r'"9 * *r"/ '$$'" # rr, r'*/". T&'r' &! ('' #"r"/# / rr, (7/3 /

3''r, * / 5r/#r/") !'"#r ,*/3 * 5r'$'r'"/, ,*/3 "# "&' 5##r / 5r"/,r.

A1IT PAL >;;- &! ';/'* "&' 3r#"& * r'3/#, */!"r/("/# #$ rr, (7/3 #'r "&'

5'r/#* 1-2002. T&' *#'"! 3/! *' () &/!"#r/, *'r5r//,'3'* r'3/# #$ '!"9

#r"&-'!"9 * '"r, 73r *r/3 "&' 5'r/#* #$ !#/, * *'',#5'" (7/3. T&'!' 3/!

'r' r''r!'* / "&' 10!.

48

8/20/2019 KCC Bank


Too4s (n/ T"$*n'"s

A! # !"*) #,* (' !'!!$,,) #5,'"'* /"&#" 5r#5'r "##,! * "'&/>'!9 !' /"& )

5r#'". #r "&' ('""'r 5r'!'""/# * r/3&" ';5,"/# I !'* "##,! #$ !""/!"/! * #5"'r

'r) $r'>'",). A* I 'r) "&7$, "# ,, "&#!' "##,! $#r &',5/3 ' ,#". B!/ "##,! &/&

I !'* $#r 5r#'" $r# !""/!"/! r'-

- B(# C*(#&s

P'" $*(#&s

T(?4"s

Br &r"! * 5/' &r"! r' r',,) !'$, "##,! $#r ''r) r'!'r& "# !&# "&' r'!," / ',,

,'r9 '!' * !/5,' ). B'!' I !'* (r &r"! * 5/' &r"! / 5r#'" $#r !&#/3 *"

/ !)!"'"/ )9 !# /" ''* #" ''!!r) $#r ) #(!'r'r "# r'* ,, "&' "&'#r'"/, *'"/,9

!/5,' # !''/3 "&' &r"! )(#*) #,* 7# "&" &" /! ('/3 !/*.

T"$*no4o9'$(4 Too4s

Ms E<$"4

MsA$$"ss

Ms0o#/

49

8/20/2019 KCC Bank


A(#' 55,/"/# !#$"r' #$ M/r#!#$" &',5'* ' ,#" / 7/3 5r#'" #r' /"'r"/' *

5r#*"/'.

M/r#!#$"-E;', &* 3r'" r#,' / ) 5r#'"9 /" r'"'* $#r ' !/""/# #$ ?)# !/" * 3'"L. I

5r#/*'* /" !/5,) ,, "&' *'"/, #$ *" * / r'"r /" 3/' ' ,, "&' r','" /$#r"/#..

M/r#!#$"-A'!! */* "&' 5'r$#r' #$ ) 5'r!#, !!/!"" &# #r3/='! ) ,, "&' *'"/,!

#$ *#'" /"&#" */!"r(/3 "&' '' !/3,' "/' / ,, "&' 5r#'" *r"/#.

A* / ,!" M/r#!#$"-F#r* */* &',5 ' $#r "&' *#'""/# #$ "&' 5r#'" / 5r'!'"(,'

$#r.

A%%4'"/ P#'n$'%4"s (n/ Con$"%&s

F&/,' I !"r"'* "# *# "&' 5r#'" "&' / "&/3 &/& ! "&' ""'r #$ #'r ! "&" r#*

&" 5r//5,'! I &' "# r'#,' ) 5r#'". B'!' /"&#" &/3 ) &)5#"&'!/! *

#('"/' ' #" *'"'r/' "&" &" #"5" #r r'!," ' r' ';5'"/3 $#r "&' 5r#'".

A* !'#* "&/3 /! "&" &/3 #,) "##,! * "'&/>'! $#r "&' 5r5#!' #$ 5r#'" /! #"

r','" "/, ,'!! ' &' "&' 5r//5,! $#r &/& ' &' "# !' "&#!' "##,! * "'&/>'!.

M(&*"!(&'$(4 A@"#(9"s

50

8/20/2019 KCC Bank


R"s"(#$* M"&*/o4o95

In&#o/$&'on (n/ !"(n'n9R'!'r& '"&#*#,#3) /! ) "# !)!"'"/,,) !#,' "&' r'!'r& 5r#(,'. T&' r'!'r&

'"&#*#,#3) /,*'! "&' r/#! '"&#*! * "'&/>'! $#r #*"/3 r'!'r&'*. S,/3'r

* M. S"'5&'!# / "&' '),#5'*/ #$ !#/, !/''! *'$/' r'!'r& ! ?"&' /5,"/# #

"&/3!9 #'5"! #r 'r/$) 7#,'*3'9 &'"&'r "&" 7#,'*3' /*! / #!"r"/# #$ "&'#r) #r /

"&' 5r"/' #$ r"L. R'!'r& /! r'$, /'!"/3"/# #r />/r) '!5'/,,) "&r#3& !'r& $#r

' $"! / (r& #$ 7#,'*3': r7'" r'!'r& !5'/$/'! /$#r"/#. R'>/r'* "# **r'!!

"&'!' /!!'!: *'!/3! "&' '"&#* $#r #,,'"/3 /$#r"/#: 3' * /5,''"! "&' *"

#,,'"/3 5r#'!! ,)!'! "&' r'!,"! * #/"'! "&' $/*/3 * "&'/r /5,/"/#!

RESEARCH OB1ECTIVES AND SCOPE OF RESEARCH PRO1ECT

S$o%" o+ &*" S&/5 E& * ''r) 5r#'" !"*) ,#3 /"& /"! 'r"/ #('"/'! ,!# &'

!#5' $#r $"r'. A* "&/! !#5' / $"r' 3/'! "# ' r'!'r&'! ' ''* "# r'!'r& '

5r#'" /"& ' !#5'. S#5' #$ "&' !"*) #" #,) #!/!" #' #r "# $"r' (!/'!! 5, ("

!#'"/' /" ,!# 3/'! /*' (#" ' (!/'!! &/& ('#'! & #r' 5r#$/"(,' $#r "&'

r'!'r&'! "&' "&' #,*'r #'.

S#5' #$ "&' !"*) #,* 3/' "&' 5r#'"'* !'r/# $#r ' !'!!$, !"r"'3) /"& 5r#5'r

/5,''""/# 5,.

F&"''r !#5' I #(!'r'* / ) 5r#'" r' #" ';",) &/3 ,, "&' $'"r'! #$ "&' !#5'

&/& I *'!r/('* (#' (" ,!# #" ,7/3 ,, "&' $'"r'!.

51

8/20/2019 KCC Bank


- R'!'r& !"*) #,* 3/' /*' #$ '"#r7 ';5!/# $#r 5"r/3 #r' r7'" *

!"#'r /"& ('""'r !'r/'! * ,#'r #!"9 /"& #" #5r#/!/3 /"& >,/").

- I $"r' !"#'r r'>/r''"! #,* (' **'* /"& "&' 5r#*" * !'r/'! $#r 3'""/3

'*3' #'r #5'"/"#r!.

- C#!'r ('&/#r #,* ,!# (' !'* $#r "&' 5r5#!' #$ ,&/3 ' 5r#*" /"&

';"r (''$/"! &/& r' r'>/r'* () !"#'r! $#r "&'/r #" !/3 #r rr'"

*#r $#r "&'/r /'!"'"!.

- "#r! &/& r' r'!5#!/(,' $#r "&' 5'r$#r' $#r (7 ,!# (' !'* $#r "&'

#*/$/"/# #$ "&' !"r"'3) * 5r#*" $#r ('/3 #r' 5r#$/"(,'.

- "#r! &/& I #(!'r'* &/,' *#/3 5r#'" !"*) r' $#,,#/3-

C#5'"/"#r!

C!"#'r B'&/#r

A*'r"/!''"5r##"/#, "//"/'!

A""/"*' #$ 5#'r *

E##/ #*/"/#!

T&'!' ,, #,* ,!# (' /"'r&3'* /"& '& #"&'r $#r '& #"&'r / (7! !"r"'3/'! $#r 7/3 $/,

(!/'!! 5, "# '$$'" "&' r7'" /"& 5#!/"/' ) /"&#" */!"r(/3 ,#" "# r7'"9 !"#'r! *

#5'"/"#r! /"& */!"r(' / r7'" !&r'!.

52

8/20/2019 KCC Bank


PROBLEM DEFINITION

P'r!#, B7'r 'r' /"& 3##* (73r#* & ('/3 * "&r#3& r/3#r#! 5r#'!! #$

r'r/"'" (" !"/,, #" (,' "# 5'r$#r 5 "# "&' ';5'""/# ,'', #$ #5)9 HR /! #" (,' "#

!#r" #" "&' 5r#(,' &) "&' 5'r$#r' /! #" #/3 '' $"'r 3//3 "&' $,, r7'"/3 *

#5'r"/#, !55#r". S# "&'r' /! ''* "# !"*) "&' !"#'r! 5'r'5"/# * ""/"*' "#r*! "&'

r/#! 5r#*"! * !'r/'! 5r#/*'* () "&' (7.

RESEARCH: - I" '! !'r& $#r $"!9 !'r! "# >'!"/#! * !#,"/#! "# 5r#(,'!.

RESEARCH DESIGN

R'!'r& *'!/3 #!"/""'! "&' (,' 5r/" $#r "&' #,,'"/#9 '!r''" * ,)!/! #$ *".

T&' 5r'!'" !"*) !''7! "# /*'"/$) "&' 5'r'5"/# #$ #!'r! # CC B7 / 3r. T&'

r'!'r& *'!/3 /! ';5,#r"#r) / "r'. T&' r'!'r& &! ('' #*"'* # !'r! /"&/

3r. #r "&' !','"/# #$ "&' !5,'9 #'/'" !5,/3 '"&#* ! *#5"'* *

""'5" &! ('' *' "# /,*' ,, "&' 3' 3r#5! * 3'*'r /"&/ */$$'r'" #5"/#.

T5%" o+ R"s"(#$*

T&' 5r'!'" !"*) /,, *#5" "&' ';5,#r"#r) 55r#& &'r'/9 "&'r' /! ''* "# 3"&'r ,r3'

#" #$ /$#r"/# ('$#r' 7/3 #,!/#.

DEVELOPING THE RESEARCH PLAN

T&' *" $#r "&/! r'!'r& 5r#'" &! ('' #,,'"'* "&r#3& !',$ A*//!"r"/#. D' "# "/'

,//""/# * #"&'r #!"r/"! */r'" 5'r!#, /"'r/' '"&#* /! !'*. A !"r"r'*

>'!"/#/r' ! $r'* ! /" /! ,'!! "/' #!/39 3''r"'! !5'/$/ * "# "&' 5#/"

/$#r"/#9 '!/'r "# "(,"' * /"'r5r'". M#r'#'r r'!5#*'"! 5r'$'r "# 3/' */r'" !'r!.

53

8/20/2019 KCC Bank


COLLECTION OF DATA

: SECONDARY DATA I" ! #,,'"'* $r# /"'r, !#r'!. T&' !'#*r) *" !

#,,'"'* # "&' (!/! #$ #r3/="/#, $/,'9 #$$//, r'#r*!9 '! 55'r!9 3=/'!9

3''" (##7!9 5r'!'r'* /$#r"/# / "&' #5)! *"(!' * '(!/"' #$ "&'

#5).

> PRIMARY DATA A,, "&' 5'#5,' $r# */$$'r'" 5r#$'!!/# 'r' 5'r!#,,) /!/"'* *

/"'r/''*. T&') 'r' "&' / !#r' #$ Pr/r) *". T&' '"&#* #$ #,,'"/# #$ 5r/r)

*" ! */r'" 5'r!#, /"'r/' "&r#3& !"r"r'* >'!"/#/r'.

SAMPLING PLAN S/' /" /! #" 5#!!/(,' "# !"*) &#,' /'r!'9 /" ('#'! ''!!r) "#

"7' !5,' $r# "&' /'r!' "# 7# (#" /"! &r"'r/!"/!.

S5,/3 U/"!: D/$$'r'" 5r#$'!!/#,!. C&r"'r'* A#""!9 T; C#!,""!9 <)'r!9

B!/'!! M9 Pr#$'!!/#,! * S"*'"! #$ 3r.

• S5,' T'&/>': R*# S5,/3.

• R'!'r& I!"r'": S"r"r'* W'!"/#/r'.

• C#"" M'"&#*: P'r!#, I"'r/'.

SAMPLE SIE M) !5,' !/=' $#r "&/! 5r#'" ! 0 r'!5#*'"!. S/' /" ! #" 5#!!/(,'

"# #'r "&' &#,' /'r!' / "&' /,(,' "/' 5'r/#*9 /" ! ''!!r) $#r ' "# "7' !5,'

!/=' #$ 0 r'!5#*'"!.

DATA COLLECTION INSTRUMENT DEVELOPMENT T&' #*' #$ #,,'"/# #$ *"

/,, (' (!'* # Sr') M'"&#* * /',* A"//"). Pr/r) *" #,,'"/# /,, (!' # 5'r!#,

/"'r/'. I &' 5r'5r'* "&' >'!"/#/r' #r*/3 "# "&' ''!!/") #$ "&' *" "# (' #,,'"'*.

54

8/20/2019 KCC Bank


LIMITATIONS OF THE STUDY

I" /! !/*9 ?#"&/3 /! 5'r$'"L * "&'r' #,* (' $' !&#r"#/3 / "&/! 5r#'" ,!#. S/'r'

'$$#r"! &' ('' *' "# ',//"' */!r'5/'! ! $r ! 5#!!/(,' (" $' #,* &'

r'/'* *' "# ,//""/# #$ "&' !"*).

T/' !'''* "# (' #r #!" ,//"'* r'!#r'. T# #*" #5r'&'!/' r'!'r& 5r#'" /

6 ''7 5'r/#* /! 'r) */$$/,".T&' (!'' #$ 55r#5r/"' $*/3 ,//"'* "&' ';"'" #$ #r !"*). F/"& **/"/#, $//,

r'!#r'!9 "&' !#5' #$ #r !"*) #,* &' ('' ',r3'*9 r'!,"/3 / #r' r'5r'!'""/'

!"*).

I"'r/' (/! #,* #" (' #/*'* ! / !' #$ ) !r')! #5' '*'* >'!"/#! /#,' "&'

!' #$ 5r#(/3 "'&/>'! "&" /r'!' /"'r/' (/!. H#''r9 ! #r !"*) */* #" !' )

#5' '*'* >'!"/#!9 "&' ';"'" #$ "&' (/! ! r'*'*.

I" ! #" 5#!!/(,' "# *'r!"* "&#r#3&,) (#" "&' */$$'r'" r7'"/3 !5'"! #$ "&'

//, C#!,"" /"&/ 4 *)!. A! !"/5'*9 #') ! #" 3/' /" ! */$$/," "# #"/'

"&' 5r#'" #r7. A,, "&' #r7 ! ,//"'* / !#' ,//"'* r'! #$ 3r !# "&' $/*/3!

!&#,* #" (' 3''r,/='*. T&' r' #$ r'!'r& ! 3r * /" ! "## !" r' "# #'r

/"&/ 4 *)!.

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8/20/2019 KCC Bank


OB1ECTIVES OF THE STUDY

T&' #('"/' ('&/* "&' #*"/3 5r#'" ';'r/!' ! "# 3'" !'$, /!/3&" (#" "&' (7/3

!'"#r. I &' 5r'5r'* "&/! r'5#r" /"& !#' !5'/$/ #('"/'!.

OB1ECTIVES

:. T# !"*) "&' !"#'r! 5'r'5"/# (#" CC B7.

>. T# '!r' "&' r''!! ,'', #$ 5'#5,' r'3r*/3 */r'" (7/3 &',!9 5r#*"!

#$$'r'* () CC (7.

. T# !"*) (r* /3' #$ "&' (7.

. T# ',"' "&' #'r,, !"/!$"/# ,'', #$ !"#'r! r'3r*/3 !'r/'! * 5r#*"!

#$$'r'* () "&' (7.

6. T# $/* "&' */$$'r'" ) #$ #//3 !"#'r!.

7. T# *'"'r/' "&' ''* * 5r5#!' #$ 5'r!#, (7'r

56

8/20/2019 KCC Bank


An(45s's An/ In&"#%#"&(&'on

QUESTION 0ITH ANALYSIS AND INTERPRETATION

A >'!"/#/r' ! !'* ! "&' 5r/r) !#r' #$ *" #,,'"/# * "&' *'"/,'* >'!"/# /!'

,)!/! #$ "&' *" /! 3/' (',#:-

Q.: 0*(& 's 5o# O$$%(&'on.

C(&"9o#5 No. o+ R"s%on/"n&s P"#$"n&(9"

B!/'!! : >3

G#". !'"#r :> >

P"9 !'"#r :3 7

S"*'"! 7 :>

57

8/20/2019 KCC Bank


In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&".

X 2 r'!5#*'"! O5"/# /! B!/'!!.

X 24 r'!5#*'"! O5"/# /! G#" S'"#r.

X %6 r'!5#*'"! O5"/# /! P". S'"#r.

12 r'!5#*'"! O5"/# /! S"*'"

Q.> In *'$* ?(n) 5o (#" *(@'n9 5o# ?(n) ($$on&

C(&"9o#5 No. o+ R"s%on/"n&s P"#$"n&(9"

CC B7 1 %4

O"&'r! %% 66

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"

%4 r'!5#*'"! &' #" /"& CC (7.

58

8/20/2019 KCC Bank


66 r'!5#*'"! &' #" /"& #"&'r! (7.

Q"s . F#o! *o !(n5 5"(#s 5o (#" (sso$'(&"/ '&* &*'s ?(n)

RESPONSE NO. OF RESPONDENTS AGE

A. <'!! "& 1 )'r 16

B. 1- 16 %2

C. M#r' "& )'r! 26 2

TOTAL 6; :;;

An(45s's

Customers associated with KCC Bank

Less than 1 year

15

!ore than 5 years

INTERPRETATION I "&/! &r" /" /! 'r) & ,'r "&" 16 r'!5#*'"! r'

!!#/"'* ,'!! "& 1 )'r9%2 r'!5#*'"! r' !!#/"'* $r# 1- )'r!9 2

r'!5#*'"! r' !!#/"'* $r# #r' "& )'r!.

59

8/20/2019 KCC Bank


Q. 0*5 /o 5o (n& &o o%"n (n ($$on& 'n ?(n)

C(&"9o#5 No. o+ R"s%on/"n&s P"#$"n&(9"

E$$//'" !'r/' > 3

C#'/'" ,#"/# : >3

A>/"' 3 :7

O"&'r! 3

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"

X r# "&' !r') ' ' "# 7# "&" 4 5'#5,' 5r'$'r !'r/'! #$ "&' (7 $#r#5'/3 "&' #".

60

8/20/2019 KCC Bank


X A(#" 2 5'#5,' #5' #" / "&' (7 $#r "&' #'/'" ,#"/#.

X 26 5'#5,' #5' #" ('!' #$ >/"' /"& "&' (7 #$$/'r!

X O,) 5'#5,' #5' #" ('!' #$ #"&'r r'!#.

Q6. Do 5o (n& &o o%"n (n ($$on& '&* KCC ?(n)

C"'3#r) N#. #$ R'!5#*'"! P'r'"3'

Y'! 12 24

N# 21 42

N#" I*' 1 %4

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"

24 r'!5#*'"! " "# #5' #" / CC (7.

42 r'!5#*'"! *#'! #" " "# #5' #" / CC (7.

61

8/20/2019 KCC Bank


%4 r'!5#*'"! r' ,r'*) !"#'r! #$ CC (7.

Q"s7. A#" 5o s(&'s+'"/ '&* &*" 'n&"#"s& #(&" $*(#9"s ?5 5o# ?(n)


A. S"r#3,) 3r'' 1 %6

B. A3r'' 1 %0

C. S"r#3,) */!3r'' 10 20

D. D/!3r'' 14

TOTAL 6; :;;

S"r#3,) 3r''@ %6@ %6

A3r''@ %0@ %0

S"r#3,) */!3r''@ 20@ 20

D/!3r''@ 14@ 14

L"@"4 o+ s(&'s+($&'on '&* 'n&"#"s& #(&" $*(#9"s ?5 ?(n)

S"r#3,) 3r'' A3r'' S"r#3,) */!3r'' D/!3r''

62

8/20/2019 KCC Bank


INTERPRETATION I "&/! 5/' &r" /" /! 'r) & ,'r "&" %6 r'!5#*'"! r' !"r#3,)

3r''* () /"'r'!" r"' &r3'! () (79 %0 r'!5#*'"! r' 3r''* () /"'r'!" r"'

&r3'! () (79 20 r'!5#*'"! r' !"r#3,) */!3r''* () /"'r'!" r"' &r3'! () (79 14

r'!5#*'"! r' */!3r''* () /"'r'!" r"' &r3'! () (7.

Q=. 0*(& 's 5o# %"#$"%&'on (?o& /'++"#"n& %#o/$&ss"#@'$"s %#o@'/"/ ?5

KCC ?(n)

C(&"9o#5 No. o+ R"s%on/"n&s P"#$"n&(9"

<r"/' 24 4

N#" <r"/' 21 42

N# I*' 10

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&".

• 4 r'!5#*'"! 5'r'5"/# (#" */$$'r'" 5r#*"! /! ,r"/'.

• 42 r'!5#*'"! 5'r'5"/# (#" */$$'r'" 5r#*"! /! #" ,r"/'.

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8/20/2019 KCC Bank


• 10 r'!5#*'"! &' # /*'.

Q3.A#" 5o ((#" &*(& &*" KCC ?(n) %#o@'/"s 5o +#"" %*on" ?(n)'n9 J

n"& ?(n)'n9 s"#@'$"s

C"'3#r) N#. #$ R'!5#*'"! P'r'"3'

Y'! %2 64

N# 1 %6

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"

•

64 r'!5#*'"! r' r' #$ /".

• %6 r'!5#*'"! r' #" r' #$ /".

64

8/20/2019 KCC Bank


Q8. A#" 5o ((#" o+ /'++"#"n& &"#!s (n/ $on/'&'ons *'$* (#" @"#5 !$*

"ss"n&'(4 &o !('n&('n (n ($$on& (& KCC B(n)

C"'3#r) N#. #$ R'!5#*'"! P'r'"3'

S#' F&" r' 14 2

Ar' 26 2

Ur'

10 20

some what aware aware unaware

some what aware" 14

aware" 26

unaware" 10

some what aware" 28

aware" 52

unaware" 20

Con/'&'ons (& KCC ?(n)

#o$ o% &es'ondents (ercenta)e

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&".

• 2 r'!5#*'"! r' !#'&" r' /"& */$$'r'" "'r! * #*/"/#! &/& r' 'r)

& '!!'"/, "# /"/ #" /"& "&' (7.

• 2 r'!5#*'"! r' r' (#" "&' */$$'r'" "'r! * #*/"/#!.

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8/20/2019 KCC Bank


• 20 r' r' (#" "&' */$$'r'" "'r * #*/"/#!.

Q:;. Is &*" s&(++ o+ KCC ?(n) 's $oo%"#(&'@"

C(&"9o#5 No. o+ R"s%on/"n&s P"#$"n&(9"Y'! %4 6

N# 11 22

N# I*' 10

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&".

6 r'!5#*'"! (',/'' "&" !"$$ #$ CC (7 /! #-#5'r"/'.

22 r'!5#*'"! (',/'' "&" !"$$ #$ CC (7 /! #" #-#5'r"/'.

66

8/20/2019 KCC Bank


10 r'!5#*'"! &' # /*'.

Q::. Do 5o &*'n) &*(& KCC ?(n) %#o@'/"s 'nno@(&'@" %#o/$&s (n/ s%"#'o#

s"#@'$"s


A. S"r#3,) 3r'' 1 %6

B. A3r'' 1 %0

C. S"r#3,) */!3r'' 10 20

D. D/!3r'' 14

TOTAL 6; :;;

S"r#3,) 3r''@ %6@ %6

A3r''@ %0@ %0

S"r#3,) */!3r''@ 20@ 20

D/!3r''@ 14@ 14

S"r#3,) 3r'' A3r'' S"r#3,) */!3r'' D/!3r''

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"

4 r'!5#*'"! (',/'' "&" CC (7 5r#/*'! /#"/' 5r#*"! * !5'r/#r !'r/'!.

26 r'!5#*'"! (',/'' "&" CC (7 *#'! #" 5r#/*' /#"/' 5r#*"! * !5'r/#r

67

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S'r/'!.

Q:>.I+ 5o 9"& o%%o#&n'&5 'n +&#" o4/ 5o 4')" &o ?" (&&($*"/ '&* KCC

?(n)

C"'3#r) N#. #$ R'!5#*'"! P'r'"3'

D'$//"',) 20 40

Pr#((,) 1 %0

Pr#((,) #" 10 20

N#" !r' 10

*e+nite,y (ro-a-,y (ro-a-,y not #ot sure

*e+nite,y" 20(ro-a-,y" 15

(ro-a-,y not" 10#ot sure" 5

*e+nite,y" 40

(ro-a-,y" 30

(ro-a-,y not" 20

#ot sure" 10

#o$ o% &es'ondents (ercenta)e

In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"

40 r'!5#*'"! #,* *'$//"',) ,/7' "# (' ""&'* /"& CC B7

%0 r'!5#*'"! #,* 5r#((,) ,/7' "# (' ""&'*

20 r'!5#*'"! #,* #" 5r#((,) ,/7' "# ""& /"& "&' (7.

10 r' #" !r'.

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FINDINGS

:. CC (7 !&#,* /5r#' "&'/r 5r##"/#, r' "&r#3& */$$'r'" '*/ ,/7' T.V9

R*/#9 Pr/" '*/ '".

>. M;/ #$ "&' !"#'r! r' */!!"/!$/'* /"& "&' ('&/#r #$ '5,#)''!. r# )

$/*/3! I $#* "&" "&/! ('&/#r #$ '5,#)''! /! *' "# "&' */,) r#"/' #r7,#* $r#

&/& "&') 3#" !"r'!!'*.

. F/"& "&' &3/3 "r'* 5'#5,' ('#/3 $//, ,/"'r"' () &/& "&' *'* $#r

(7/3 !'"#r /! /r'!/3.. I" /! $#* "&" 5'#5,' &' #r' $/"& / 5(,/ !'"#r (7 "&' 5r/"' (7.

6. P'#5,' r' #" & r' (#" "&' r/#! 5r#*"! #$ "&' (7.

7. C!"#'r! &##!' CC B7 ('!' #$ !/5,' 5r#'*r' * "&' ,# /"'r'!" r"'!.

=. M#!" #$ "&' !"#'r! 'r' !"/!$/'* /"& "&' #'r,, !'r/'! #$ "&' (7 * "#*)!

!'r/# "&') r'#'* "# &##!' CC B7.

3. B7 &! "# '5,#) #r' '5,#)''! "# 3'" r'*' "&'/r #r7,#* #3 "&'.

8. C#5) !&#,* #5' #r' (r&'! / */$$'r'" /"/'!.

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Con$4s'ons

CC B79 "&' (7/3 r #$ CC /! ';5'"'* "# 3# # !"r'. T&' (7 ,r'*) &! 3##*

('r #$ '5,#)''! # (#r* * /! r'r/"/3 5'r!#, (7'r &'/,) "# "7' "&' &'*#" "#

) #r'. I" /! # "&' (r/ #$ /r'!/3 /"! !"#'r! "&r#3& /"! ""r"/' !&''! * #$$'r.

T&' 5r#'" #55#r"/"/'! 5r#/*'* ! r7'" !'3'""/# * "# 7# "&' 5'r'5"/# #$

5r#!5'"/' !"#'r! / 5#"'"/, 3'#3r5&/, ,#"/# * #//3 "&' "# ""r" #r'

!"#'r! !# "&" ' (!/'!! #55#r"/"/'! #$ "&' (7 (' ';5,#r'*. T&r#3& "&/! 5r#'"9

/" #,* (' #,*'* "&" 5'#5,' r' #" & r' (#" "&' r/#! 5r#*"! #$ "&' (7 *

) #$ "&' #" /"'r'!"'* "# #5' #"9 "# /'!" #') " ,,. M#r/") #$ 5'#5,' &'

#r' $/"& / 5(,/ !'"#r (7! ! #5r' "# 5r/"' (7!. Pr#$'!!/#,! * (!/'!! r'

#r' ""r"'* "#r*! "&' 5r#*"! * !'r/'! 5r#/*'* () "&' CC (7 ! #5r' "#

5'#5,' / !'r/'! * !"*'"!. S'r/'! ! #!/*'r'* ! !#3&" 3##* &/& r'>/r' &r*

#r' !',,/39 (" / &3/3 "r'* / /#' * 5'#5,' ('#/3 $//,,) ,/"'r"'9 "&'

*'* $#r (7/3 !'"#r /! /r'!/3 *) () *). S#9 " ,!" "&' #,!/# /! "&" "&'r' /!

"#3& #5'"/"/# &'* $#r "&' #5) $r# /"! #r #5'"/"#r! / "&' (7/3 !'"#r. <!"

(" #" "&' ,'!" I #,* ,/7' "# "&7 CC B7 $#r 3//3 ' #55#r"/") "# #r7 / "&'

$/',* #$ Mr7'"/3 * O5'r"/#. I &#5' "&' #5) $/*! ) ,)!/! r','".

70

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R"$o!!"n/(&'ons

F'n(445 so!" #"$o!!"n/(&'ons +o# &*" $o!%(n5 (#" (s +o44os:-

• T# 7' 5'#5,' r' (#" "&' (''$/" #$ ('#/3 !"#'r #$ CC B79 $#,,#/3

"//"/'! #$ *'r"/!''" !&#,* (' *#' "&r#3&

:. Pr/" M'*/. >. H#r*/3 B'r!.

. S",,! / Tr*' r'! . D/!"r/("/# #$ ,'$,'"! #"//3 *'"/,! /$#r"/#.

O&*"# +($'4'&'"s !s& ?" %#o@'/'n9 &o &*" $s&o!"#

• T&' (7 !&#,* 5r#/*' ,/$' "/' ,/* ATM r* "# ,, /"! !"#'r!.

• M// (,' $#r !/3! #" !&#,* (' r'*'* $r# R! 000 "# R! 10009 !#

"&" 5'#5,' &# r' #" $//,,) !"r#3 '#3& /"/ "&'/r #" 5r#5'r,).

• T&' #5) !&#,* 5r#/*' 5!! (##7 "# ,, /"! !"#'r!.

• M7' 5'#5,' *'r!"* (#" "&' r/#! (''$/"! #$ /"! 5r#*"!.

• C#5) !&#,* #r3/=' "&' 5r#3r / "&' !#/'")9 !# "&" 5'#5,' /,, (' r' (#"

"&' #5) * */$$'r'" 5r#*"! #$ "&' (7.

• C#5) !&#,* #5' #r' (r&'! / */$$'r'" /"/'!.

71

8/20/2019 KCC Bank


LIMITATIONS

E'r) #r7 &! /"! # ,//""/#. <//""/#! r' ';"'" "# &/& "&' 5r#'!! !&#,* #"

';''*. <//""/#! #$ "&/! 5r#'" r':

• T&' 5r#'" ! #!"r/'* () "/' ,//" #$ "# #"&!.

• M/*!'" #$ 5'#5,' ) r) *'5'*/3 5# "&'/r 3'9 3'*'r9 /#' '".

• G'""/3 55#/"'" $r# "&' #'r 5'r!# ! 'r) */$$/,".

• P'#5,' /* !'" (#" "&' !r') ! #(!",'! / >/r/3 #5,'"' R'!5#*'"! 'r'

'r) (!) / "&'/r !&'*,'. S# /" ! 'r) "/' #!/3 $#r /$#r"/# 5#!/"/'

/"'r"/#9 "&' "# !'r ,, "&' >'!"/#! 5r#5'r,).

72

8/20/2019 KCC Bank


Ann"<#": Q"s&'onn('#"

:. QUESTIONNAIRE

D'r S/rM*9

N': ZZZZZZZZZZZZZZZZZZZZZZZZZZZ..

A**r'!!: ZZZZZZZZZZZZZZZZZZZZZZZZZZ..C#"" N# :[ZZZZZZ OZZZZZZ MZZZZZZZZZ

C/"): ZZZ...............P/: ZZZZZZZ.S""': ZZZZZZZZZ

I !"*'" #$ ?C&*/3r& /'r!/")9 G&r M#&,/L 5r'!'",) *#/3 5r#'" #

“Cons!"#s P"#$"%&'on on KCC B(n)”. I r'>'!" )# "# 7/*,) $/,, "&' >'!"/#/r'

(',# * I !!r' )# "&" "&' *" 3''r"'* !&,, (' 7'5" #$/*'"/,.

Y#r A3': \\\\\\\\\\\\\\\\\\\\

E*"/# W,/$/"/#.

• U*'r3r*"' ]

• Gr*"' ]

• P#!"3r*"' ]

Mr/", S""! .

• Mrr/'* ]

• S/3,' ]

73

8/20/2019 KCC Bank


Q"s :. 0*(& 's 5o# o$$%(&'on

• B!/'!! ]

• G#" !'"#r ]

• P". !'"#r ]

• S"*'" ]

Q"s >. In *'$* ?(n) 5o (#" *(@'n9 5o# ($$on&

• CC]

• O"&'r!]

Q"s . F#o! *o !(n5 5"(#s 5o (#" (sso$'(&"/ '&* &*'s B(n)

• <'!! "& 1 )'r ]

• 1- ]

• M#r' "& )'r! ]

Q"s . 0*5 /o 5o (n& &o o%"n (n ($$on& 'n ?(n)

X E$$//'" S'r/' ]

X C#'/'" ,#"/# ]

X A>/"' ]

X O"&'r! ]

Q"s 6. Do 5o (n& &o o%"n ($$on& 'n ?(n)

•

Y'! ]• N# ]

• N#" I*' ]

74

8/20/2019 KCC Bank


Q"s 7. A#" 5o s(&'s+'"/ '&* &*" 'n&"#"s& #(&" $*(#9"s ?5 5o# ?(n)

• S"r#3,) A3r'' ]

• A3r'' ]

• S"r#3,) D/!3r'' ]

• D/!3r'' ]

Q"s =. 0*(& 's 5o# %"#$"%&'on (?o& /'++"#"n& %#o/$&s (n/ s"#@'$"s o++"#"/

?5 KCC B(n)

• <r"/' ]

• N#" ,r"/' ]

• N# /*' ]

Q"s 3. A#" 5o ((#" &*(& KCC ?(n) %#o@'/"s 5o +#"" %*on" ?(n)'n9 (n/

n"& ?(n)'n9 s"#@'$"s

• Y'! ]

• N# ]

Q"s 8. A#" 5o ((#" o+ /'++"#"n& &"#!s (n/ $on/'&'ons *'$* (#" @"#5 !$*

"ss"n&'(4 &o !('n&('n (n ($$on& (& KCC B(n)

• S#'&" r' ]

• Ar' ]

75

8/20/2019 KCC Bank


• Ur' ]

Q"s :;. Is &*" s&(++ o+ KCC ?(n) 's $oo%"#(&'@"

• Y'! ]

• N# ]

Q"s ::. Do 5o &*'n) &*(& KCC ?(n) %#o@'/"s 'nno@(&'@" %#o/$&s (n/

s%"#'o# s"#@'$"s

• S"r#3,) A3r'' ]

• A3r'' ]

• D/!3r'' ]

• S"r#3,) D/!3r'' ]

Q"s :>. I+ 5o 9"& o%%o#&n'&5 'n +&#" o4/ 5o 4')" &o ?" (&&($*"/ '&*

KCC ?(n)

• D'$//"',) ]

• Pr#((,) ]

• Pr#((,) N#" ]

• N#" Sr' ]

D(&"

P4($" S'9n(&#"

T*(n) Yo

76

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Ann"<#"> B'4?4'o9#(%*5

BIBLIOGRAPHY

S.NO AUTHOR’S NAME NAME OF THE BOOK

1. PHI<IP OT<ER Mr7'"/3 M3''"

10"& E*/"/#9

2. V.S.RAMASFAMY Mr7'"/3 M3''"

%r* E*/"/#9

%. C.R.OTHARY R'!'r& M'"&#*#,#3)

2* E*/"/#9

4. S.P.ASANDE R'!'r& '"&#*#,#3)

%r* E*/"/#9

NE0S PAPERS: T/'! #$ I*/

//, E;5r'!!

77

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INTERNET

:. *&&%.)$$?.'n'n/"<.%*%

o%&'on$o!$on&"n&J@'"(#&'$4"J'/78JI&"!'/83

>. *&&%.)$$?.'n'n/"<.%*%

o%&'on$o!$on&"n&J@'"(#&'$4"J'/73JI&"!'/8=. *&&%.)$$?.'n'n/"<.%*%

o%&'on$o!$on&"n&J@'"(#&'$4"J'/3;JI&"!'/:;7

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