sbt customer satisfaction

A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT Karunagapally Branch

2011

Chapter I

INTRODUCTION

The banking industry like many other financial service

industries is facing a rapidly changing market, new technologies,

economic uncertainties, fierce competition and more demanding

customers and the changing climate has presented an unprecedented

set of challenges. Banking is a customer oriented services industry,

therefore, the customer is the focus and customer service is the

differentiating factors.

The banking industry in India has undergone sea change since

post independence. More recently, liberalization, the opening up of the

economy in the 90s and the government's decision to privatize banks

by reduction in state ownership culminated in the banking reforms

based on the recommendations of Narasimha Committee. The prime

mover for banks today is profit, with clear indications from the

government to 'perform or perish'. Banks have also started realizing

that business depends on client service and the satisfaction of the

customer and this is compelling them to improve customer service and

build up relationship with customers.

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. Customers in urban 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

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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 under one roof and their endeavor is to be

customer centric. With the emergence of economic reforms in world

in general and in India in particular, private banks have come up in a

big way with prime emphasis on technical and customer focused

issues.

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Chapter – II

INTRODUCTION TO THE PROBLEM

STATEMENT OF THE PROBLEM

Customer satisfaction is the most discussed subject in todays

world competitive market. For use successful running of a service,

customer satisfaction is important. For a service, customer depends on

the service actually offered relative to the customers expectations.

SBT has a strong market in Kerala. SBT is a associate bank of State

Bank of India. Now SBT has many branches all over Kerala.

In order to maintain and improve the present market, the

management has to know the customers attitude towards SBT. So it

is felt that a study considering some variables of customer satisfaction

of SBT customers be conducted at Karunagapally with reference to

SBT Karunagapally branch.

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OBJECTIVE OF THE STUDY

1. To find out the level of customer satisfaction of SBT with

reference to Karunagapally branch.

2. To access the customer satisfaction regarding various services

offered by the bank.

3. To make recommendation on the basis of the findings of the

study.

SCOPE OF THE STUDY

The study helps to understand the present market positions of the

customers, and how much they are satisfied with the bank.

METHODOLOGY

This study mainly depends on primary data. Primary data are

collected through questionnaires and interview. The secondary data

i.e., company records, journals, magazines and web sites are also used

for the study.

Sampling is a technique of inspecting or studying only a selected

representives or adequate fraction of the population. Hence,

convenience sampling method is used because of location and

contacts with the units.

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The method is used in everyday life. In this survey 50 customers

are selected for sampling. The sample tools adopted are questionnaire

and interview schedule. A single customer represents a sample.

DATA SOURCES

The sources of information are generally classified as primary

and secondary.

(1) Primary

Primary data are collected by conducting face to face interview

with respondents. This data were also obtained by issuing

questionnaires to the respondents.

(2) Secondary Data

Secondary data were collected mainly from company records

and journals, magazines also provided information about product and

industry. Information from companies websites also provided

secondary data about plans and products.

ANALYSIS TOOLS USED

Analysis tools used are percentage and diagrammatic

representation.

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LIMITATIONS

(1) Time allowed for the study was not sufficient to cover the market

area.

(2) A small sample was selected and was restricted to

Karunagapally. It might not be true representation of whole

market.

(3) Some did not respond properly to the questionnaire.

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Chapter III

CUSTOMER SATISFACTION –

AN OVERVIEW

Introduction

Customer or buyer is the central figure of all marketing

activities. It is the consumer who determines the growth, prosperity

and even existence of a business enterprise. Hence the marketer

should always feel the pulses of consumers "The mind decides and the

body acts". But what goes on in the mind of a consumer is difficult to

understand. His mind is black box were in several influences

operating to decide his buying patterns with regard to product or

service. The marketers need to understand fully the working of buyers'

mind and use suitable strategies to create a favorable orientation in the

mind of consumers. He must plan his production and distribution to

meet the needs and convenience of consumers rather than his own. He

must have a clear understanding of consumer behaviour.

Who is a Customer?

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"Customer is a person who buys goods or services for his own

consumption for the satisfaction of his needs". Thus "customer is an

ultimate user of a product". But buyer or customer is a person who

buys goods either for resale or for production or for the use of

somebody else/For e.g.: if a man buys mango and is used by him to

satisfy his hunger, he is called a consumer. But if a man buys a saree

and his wife uses it, he is called a buyer. Therefore the two terms

'consumer and buyer' are different in the true sense. However in the

"Consumer Protection Act 1986" defines the term consumer includes

buyers also.

Consumer behaviour

Market consists of buyers. Hence it is the behaviour of buyer

that is central to an understanding of markets. A business enterprise

without having consumer understanding cannot fulfill its obligation of

consumer satisfaction. Marketers must study their customers' wants,

preferences and buying behaviour.

Such a study will produce clues for developing new products

and for making changes in the existing products and other marketing

mix elements. .It is not the policies that bring changes in the market,

it's the behaviour of the consumers. The marketing programs and

policies depend up on the consumers' behaviour. The consumers'

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needs, attitudes and buying behaviour is ever changing. The buying

behaviour of consumers depends on certain factors like income,

location, sex, social status, psychology etc.

In the words of Walters and Paul, "Consumer behaviour is the

process whereby individuals decide what, when, where, how and from

whom to purchase goods and services."

Customer satisfaction

Consumers are the largest of the activities of marketing

department of a company. Today business world recognize that

"Consumer is the king". The primary reason for producing quality

product and delivering quality services is customer satisfaction.

Without customer satisfaction organizations are unlikely to measure

their sales and revenue. Customer satisfaction is the result of

delivering a product or service that meets customer's requirements.

According to the "Journal of Advertising Research", customer

satisfaction service is one of the faster growing areas of market

research. This is understandable even in the context of the Indian

market where we are moving towards market economy with customer

on the central focus. There are alternative definitions for customer

satisfaction/dissatisfaction. It is a comparison of customer

expectations with perceptions regarding the service encounter.

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The satisfaction of the customer is perhaps the most sensible

objectives of business firms. Until recently importance of

consumption was overlooked. But now, business men are trying to

ascertain the preferences tastes, attitudes, etc of the customers. These

business activities must be turned in such a way as to secure

maximum satisfaction of the customers. For the purpose all the

necessary information should be collected from the consumers.

In order to satisfy his needs and wants the customer purchases

certain goods on the impression that it would satisfy his needs and

wants. If the product satisfies him, he will buy more and more of the

same product. He will also advertise about the product to others. If he

is dissatisfied he will stop consuming the product. Measuring

customer's satisfaction is important because 25% of customers

dissatisfied would be enough to stop doing business.

Peter Drucker observed that a company's first task is to "create

customers". Satisfaction is the person's feelings of pleasure or

disappointment resulting from comparing a product's perceived

performance (outcome) in relation to his / her expectation. If the

performance falls short of expectation, the customer is dissatisfied. If

the performances exceed expectation the customer is highly satisfied

or delighted. "Customer satisfaction is the level of persons felt state

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resulting from comparing a product perceived performance in relation

to the person's expectations."

Maslow's need hierarchy theory

Probably the most widely known theory of individual need and

motivation comes from Abraham Maslow, who was a clinical

psychologist in U.S.A, Maslow, he suggested that every individual

has a complex set of exceptionally strong needs and the behaviour of

an individual at a particular moment is usually determined by his

strongest need. According to psychologists, human needs have certain

priority. As the more basic needs are satisfied, the individuals seek to

satisfy the higher needs. If the basic needs are not satisfied, efforts to

satisfy the higher needs will be postponed. Maslow stated that people

have five basic levels of needs which they tend to satisfy in a

hierarchical fashion. He proposed that human needs can be arranged

in a particular order from the lowest level need to the highest level

need.

SelfActualizationNeeds

Esteem Needs

Social Needs

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Safety Needs

Physiological Needs

This need hierarchy can be explained as follows.

1. Physiological needs: '- These are some bodily needs comprising of

hunger, thirst, shelter, clothing, air and other necessities of life.

2. Safety needs:- In today's civilized society, a person is usually

protected from physical danger or threats of violence etc. so that the

safety and security needs dwell upon economic and job security,

security of source of income etc.

3. Social needs: - Social needs can be satisfied by being in the

company of friends, relatives or other group such as work groups or

voluntary groups.

4.Esteem Needs:- Fourth in the hierarchy of needs is ego or self

esteem needs which are concerned with self respect, self confidence,

recognition, appreciation, applause, prestige, power and control.

5. Self Actualization needs: - At the top of the hierarchy is the need

for any actualization or the need to fulfill what a person considers to

be the mission in his life.

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Methods to measure customer satisfaction.

1. Complaint and Suggestion System: - A customer centered

organization would make it easy for its customer to deliver

suggestions and complaint. Complaint boxes are popular nowadays.

2. Customer Satisfaction Survey:- Responsive companies obtain

direct measures of customer satisfaction by periodic surveys. They

sent questionnaires to a random sample of the customers to find out

how they feel about various aspects of the companies' performance

and also solicit views on the competitors' performance. It is useful to

measure the customers' willingness to recommend the company brand

to other persons. A high positive word of mouth score indicates the

company is producing his customer satisfaction.

3. Ghost Shopping:- Another useful way to gather a picture of

customer satisfaction is to hire persons to pose as potential buyers to

report their findings on strong and weak points they experienced in

buying the company's and competitors products. These Ghost

shoppers can even pose certain problems to list whether the

company's sales personnel handle the situation well.

4. Lost customer analysis: - Companies should contact customers

who have stopped buying or who have switched on to another

supplier to learn why that happened.

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Customer Retention: -Today markets are totally different. These

are characterized by intense competition and the dividing line

between a service and a good among competitors is minimal. If there

is service parity among the different service providers then the

customers risk associated with brand switching is minimized. When a

firm considers the cost associated with winning new customers, it is

likely to realize that to make profit and avoid the continuous cycle of

price discount, it is better to increase the lifetime spending on the

existing customers. Customer retention is far more important

than customer attraction.

Benefits of customer Retention. Benefits of customer retention

can be listed as follows.

1. Profit derived from sales

Customer retention can result in higher profits whatever might

be the type of service claim.

2. Profit from reduced operating cost

Since long term customers know the service providers well,

they tend to have lower maintenance cost and require less attention.

3. Profit from referrals

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Customers retention can give rise the word of mouth advertising

by satisfied customers which can bring in new business. Companies

can retain the customers by providing a proper perspective of the

service to him, contacting him between service encounters. It can be a

typical birthday congratulations or an anniversary card.

CHAPTER – IV

INDUSTRY PROFILE

State Bank of Travancore (SBT) was originally established as

Travancore Bank Ltd. in 1945 sponsored by the erstwhile Princely

State of Travancore. Under a special statute of the Indian Parliament

(SBI subsidiary Banks Act 1959) it has been made an Associate of the

State Bank of India and a member of the State Bank Group, the

largest banking group in India.

Regd. office/Head Office at: Poojapura, Trivandrum 695 012, Kerala

state, India

Highlights

o More than 60 years of dedicated service

o History of uninterrupted profits and Dividend payments

o 130% dividend to shareholders

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o Network of 726 branches and 460 ATMs spanning 16 states

of the country

o Using World class technology through the implementation of

100% Core Banking Solution

o Premier bank in Kerala state with 584 branches

o The Largest ATM Network in Home State

o Member of the Largest ATM network in the country

Internet Banking, E-Payments, Utility Bill Payments, Fee payments,

E-Commerce etc

Social Responsibility

550 Social circles provide selfless community service

Free Medical Camps, Rehabilitation Programs, distribution of

free wheel chairs

Programs for improving the facilities of orphanages, care

homes, geriatric centres

Programs for the benefit of the student community

Eco-friendly smoke - free offices

Social Banking

Being a public sector bank, we are committed to the policies of

the Government for social development. We offer credit to the priority

sectors and also the special schemes announced by the Government.

Through the decades

(Rupees in lacs)

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Year => Decembe

r

1971

Decembe

r

1981

March

1991

March

2001

March

2008

March

2009

Deposits 6449 4981224542

6

115727

9

353538

9

420419

2

Advance

s4142 29711

13334

8639750

281366

2

327109

3

Net

Profits8 27 400 9749 38611 60784

Branche

s218 475 608 671 710 726

Staff 3275 8199 12172 12172 11365 11365

PRIORITY SECTOR LENDING

The Bank is alive to its developmental role and actively

participates in meeting need-based requirements of Small Scale

Industry (SSI), Agriculture and Small business. It has consistently met

the benchmarks for priority sector advances stipulated by the

Government from time to time. More than 40% of net bank credit is to

the Priority sectors.

SMALL SCALE INDUSTRY

The Bank attaches priority to this vital sector and encourages

technocrats and women entrepreneurs. Bank’s Technical Consultancy

Cell assists the small units in evaluation of techno-economic

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feasibility of their projects. Bank has setup exclusive Small Scale

Industries (SSI) Branches for this sector.

AGRICULTURE

The Bank caters to the needs of farmers through its rural and

semi-urban branches. We have setup specialised Agricultural

Development Branches (ADB) totally dedicated to agricultural

advances. The Bank also encourages allied activities such as dairy,

poultry, piggery, fishery, horticulture, etc., Schemes like Rabbit Plus

for Rabbit rearing, Kamadhenu for rearing of Calves and Heifers,

Ksheerasamrudhi for dairy farming and Matsya Plus for Fish farming

has been introduced. Farm mechanisation and Agro based industries

are given due attention too. We have also introduced Kisan Credit

Card Scheme, for the farmers to purchase agricultural inputs and meet

other productive needs. Bank also has launched 'Annapoorna Scheme'

to extend assistance to tenant farmers who are holding only leasehold

rights over the land in which they cultivate. Large areas of fallow

lands are being brought under cultivation under this Scheme.

Rural Training Institute for Micro Finance has been established

at Kalpetta in Wayanad district during the year 2005, for imparting

training to Micro entrepreneurs on an ongoing basis.

Agricultural Centralized Processing Centre (Agri.CPC) started

at Palakkad to ensure prompt and speedy sanction of loans to the

eligible farmers in Palakkad District.

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SPECIAL SCHEMES

We actively participate in special schemes announced by the

Government like: PMRY (Prime Ministers Rozgar Yojana), Women

Empowerment scheme, Micro Credit - Self Help Groups scheme

etc. The Bank is actively involved in implementing Swarana Jayanthi

Shahari Rozgar Yojana which is aimed at providing self-employment

to the urban poor.

FINANCIAL INCLUSION

'Janapriya Savings Account' - a special savings bank account,

without any restriction of minimum balance, was launched aiming at

financial inclusion and extending banking facilities to those so far

deprived of it. Palakkad, Ernakulam, Alappuzha, Wayanad,

Kasaragod, Kottayam, Pathanamthitta and Thiruvananthapuram

districts have been fully included under 'Financial Inclusion'.

Personal banking

Personal Banking services are offered to general public

customers who wish to operate a bank account for different

purpose.

Deposit Schemes

SBT have a number of deposit plans to suit convenience and

specific requirements of its customers. The customers can choose

from any of the following schemes that the bank offers.

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Savings Bank Accounts

Best suited for all classes of persons.

Running account.

Cheques, Drafts, Interest Warrants, Dividend warrants etc.., in

Indian rupees and foreign currencies in the personal names of

the depositors can be collected and credited to these accounts.

Liberal withdrawal facilities.

No Income Tax deduction at source on interest.

Standing instructions for remittances of insurance premium,

rent and similar payments carried out.

Minors above 10 years can open and operate the account.

Nomination facility is available

Quarterly Average Minimum Balance to be maintained in SB

accounts is Rs.1000/- with Cheque Book facility and Rs.500/-

without Cheque Book facility

Internet Banking/ATM/Mobile Banking Facilities are available

Current Accounts

Running account with unlimited operational facilities.

Minimum balance to be maintained is Rs. 3000/- for rural

branches and Rs.5000/- for others.

Monthly statement of accounts made available.

Standing instructions for remittances of insurance premium,

rent and similar payments carried out.

Internet Banking Facility is available

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Term Deposit Accounts

Deposits for periods of 7 days to 120 months.

Minimum deposit is Rs.1000/- and multiples Rs.100/-.

Interest normally paid quarterly, half yearly, or yearly. Monthly

payment can be had at discounted rates.

Loans are available upto 90% of the deposit, with interest 1%

above the deposit rate.

Minors above the age of 10 can deposit upto Rs.200000/- in

their names independently.

Premature withdrawal permitted with applicable penalty.

Ideal investment for earning regular quarterly income without

disturbing principal, and with maximum liquidity and safety.

The deposit will be renewed on due date for the same period.

TDS is applicable, 15H/15G to be submitted for exemption.

SBT Reinvestment Plan(Special Term Deposits)

Term Deposit accounts with automatic reinvestment of the

accrued interest at quarterly compounding till maturity of the

principal. No interim withdrawal of interest and therefore

investment multiplies.

Loans upto 90%, with interest 1% above the deposit rates.

Existing term deposit accounts can freely be converted to

Special term deposit accounts and vice versa.

Minors above the age of 10 can deposit upto Rs.2,00,000/- in

their names independently.

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Ideal for maximum returns, long term investment with safety

and liquidity.

Premature withdrawal permitted with applicable penalty.

TDS is applicable, 15H/15G to be submitted for exemption.

U nit Deposit Scheme

Amount deposited is held in units of Rs.1000/- each.

Accounts can be opened with Rs.10,000/- and thereafter in

multiples of Rs.1000/-.

The salient feature of the scheme is that it allows the depositor

to withdraw the deposit partially in multiplies of Rs.1000/-

without breaking his entire deposit.

It can be opened as either Term Deposit or Special Term

deposit accounts and interest payments are as applicable to

those schemes.

Loans, Premature withdrawal and Nomination facilities are

available.

Recurring Deposit Accounts

Recurring deposit for periods ranging from 12 to 120 months

with fixed monthly remittances.

No Income tax deducted at source. Premature withdrawal is

permitted.

Minors above 10 years can open accounts in their name

independently subject to the maturity value not exceeding

Rs.2,00,000/-.

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Ideal for persons who can set apart a portion of their monthly

earnings especially regular monthly income earners; Traders,

pensioners etc. An easy way to save money.


available.

Penalty is applicable for delayed remittance.

Variable Deposit Scheme (Super Surplus)

Recurring deposit scheme for a period of 12 months to 120

months, offers flexibility in the amount of monthly remittance.

Depositor can fix their core monthly instalment from Rs.100 to

Rs.10000/p.m.

Depositor can vary the monthly instalments and can deposit

upto 10 times the agreed core amount subject to maximum of

Rs.100000/ per month.

One remittance per month. No insistence on regular monthly

payment.

Interest credited to the account half yearly.

Minors over 10 years can open in their name singly provided

the maturity value does not exceed Rs.2,00,000/-.

No penalty for delayed remittance but if the number of

remittance is less than 10 per year Rs.10/- will be levied as

penalty.

Ideal for persons whose monthly savings vary from month to

month and for those seeking flexibility in remittances.


available.

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Personal Loan Products

SBT we have a number of lending products to meet customers varied

needs of funds.

Cash Key facility

The most convenient method of obtaining advance against

deposits.

Unlimited withdrawals permitted in a Current account upto 90%

of the deposit amount and interest accrued.

Cheque book facility is available.

Interest charged on these loans will be 1% above the interest

rate allowed on the deposit irrespective of the amount, rate of

interest and period.

Gold Loans

Conventional

Loans against Gold ornaments.

Rs.1250 per gram of gold for all types of jewellery (including

hall marked jewellery).

Amount of Loan - Maximum 10 lacs

Period of loan - 6/12 months and can be further renewed

Simple easy documentation.

Liquid gold - SBT Gold overdraft

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Overdraft facility against pledge of Gold ornaments, operated as

a running account with facility of cheque book.

Rs.1250 per gram of gold for all types of jewellery (including

Hall marked jewellery)

Amount of Loan - Maximum 10 lacs

Loans are granted for 6/12 months and can be further renewed.

Housing Loan

The purpose of housing loan is for construction, purchase /

repair / renovation / alteration of a house or for purchase of a plot for

the construction of a house.

Persons Eligible

i. All Resident / Non-Resident Indians with a regular monthly

income

ii. Spouses of Non-Residents, who are residents and receiving

regular monthly income.

iii. Salaried persons, self employed businessmen, professionals and

agriculturists, who have regular monthly income and who have

a minimum of three years of standing / experience in their line

of activity.

iv. The age should be such that the borrower is able to close the

account before he attains the age of 70.

Amount of Loan

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i. 60 times of Net monthly income (NMI)/ Average monthly

income (AMI) for individuals upto 45 years of age.

ii. 48 times of Net monthly income (NMI)/ Average monthly

income (AMI) for individuals over 45 years of age

However the repayment obligation is restricted to Maximum

60% of the NMI/AMI.

Maximum amount of the loan is Rs.300 lacs.

Gyan Jyothi Education Loan

The scheme provides financial assistance to deserving

meritorious students to pursue higher education in India and abroad

Purpose

To meet the tuition and other fees \Examination \Library \

Laboratory fee, cost of books\purchase of Computers \equipments \

instruments \uniforms and the cost of passage for studies

abroad. Caution Deposit, Building Fund, Refundable deposit subject

to 10% of the Tuition Fee. Any other expenses required to complete

the course like study, tours, project work, thesis etc. also be financed.

Sahaya Varsha

A clean demand loan to meet your short term funds/ financial

needs for various purchases/emergent requirements such as marriage,

family functions, travel, education, expensive medical treatment,

operation etc.

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Suvidha Loan

Loan against mortgage of immovable property. For personal

needs such as marriage related expenses, foreign travel, medical

expenses etc.

Prasanthi

All Central Civil, Defense, Railway, Telecom, KSRTC (Kerala

State Road Transport Corporation), KSEB, KWA, Kerala Agricultural

University, State and Bank Pensioners whose pension accounts are

maintained at our branches. Pension accounts include those accounts

to which Bank acts as the Pension Disbursing Officer and those

accounts to which pension amounts are received from DPDO.

Computer Loan

For purchase of home computers/PCs and other accessories like

Printer/UPS etc.

Car Loan

It is provided for both NRI and residential. Salaried and other

regular income earners with a minimum of 2 years standing/

experience in their line of activity can apply. Loan to spouse of NRIs

is based on the monthly income of the NRI.

Two Wheeler Loan

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Salaried employees/pensioners, who are maintaining

salary/pension accounts with us where recovery of installment at

source is possible.

NRI SERVICES

Rupee Drawing Arrangements with 22 Exchange Companies

and one bank.

Money Trans - provides faster and speedy remittance facility

from 6 exchange companies

SMS Alert facility for customers in Gulf Countries

Centralised NRE Savings Bank Account Opening at NRI

Branch Ernakulam

NRI Helpdesk for resolving problems faced and attending

complaints of NRIs

Management

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Our organisational structure

Chapter V

DATA ANALYSIS AND INTERPRETATIONS

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Table No. 1

Analysis of Age of the respondents

Age Group No Percentage

18-25 8 16%

25-40 30 60%

40 and above 12 24%

Total 50 100%

Source : Primary data

Interference

According to this table 60% of customers who are having SBT

Bank account were belonging to the age group between 25-40. 24%

belongs to the age group of 40 and above, 16% of customers belong to

the age group of 18-25. It shows that the most of SBT Bank account

users are from the age group of 25-40.

Figure No.1

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Analysis of Age of the respondents

18-25 24-40 40 and above0

10

20

30

40

50

60

16

60

24

Age

Pe

rce

nta

ge

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Table No. 2

Gender of customers

Sex No Percentage

Male 32 64%

Female 18 36%

Total 50 100%

Source: Primary data

Interference

The table reveals that about 64% of the customers were males

and only 36% of the customers were females.

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Fig No. 2

Gender of customers

Male; 64%

Female; 36%

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Table No. 3

Occupation of the customers

Occupation No Percentage

Students 3 6%

Employees 31 62%

Business 10 20%

Others 6 12%

Total 50 100%


Interference

It explains that 62% of customers are employees. 20% of

customers are doing business. 12% of customers are belonging to

other category and only 6% of the customers belong to the category of

students.

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Figure No. 3

Occupation of the customers

Students6%

Employees62%

Business20%

Others12%

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Table No.4

Income group of customers

Income Group No Percentage

Below 10,000 11 22%

10,000-15,000 26 52%

15,000-20,000 9 18%

Above 20,000 4 8%

Total 50 100%


Interference

The table shows that 52% of the respondents are of the monthly

income group of 10,000-15,000. 22% of the customers are in the

income group of below 10,000. The table also shows that 18% of the

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customers from the income group of 15,000-20,000 and only 8% of

respondents belongs to the income group of above 20,000.

Figure No. 4

Income group of customers

Below 5000 5000-10000 10000-15000 Above 150000

10

20

30

40

50

60

22

52

18

8

Income group

Per

cen

tag

e

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Table No 5

Term of 0peration of SBT account

Years NoPercentage

Less than 1 year 10 20%

1-3 years 12 24%

3-5 years 21 42%

Above 5 years 7 14%

Total 50 100%

Inference

From the above table, 20% of the respondent is operating SBT

account for less than 1 year, 24% have been operating for about one to

three years; 42% have operates the account for 3 to 5 years; and 14%

have been operating for more than 5 years.

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Fig No 5

Term of 0peration of SBT account

Less than 1 year1-3 years3-5 yearsAbove 5 years

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Table No 6

Withdrawal service preferred by the customers

Opinion No Percentage

ATM 36 72%

Bank 12 24%

Online Banking 2 4%

Mobile Banking 0 0%

Total 50 100%

Interference

Of the 50 customers interviewed 72% of the customers preferred

to use ATM for cash withdrawal, 24% preferred direct bank service,

4% preferred online banking service for various transactions.

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Table No 6

Withdrawal service preferred by the customers

ATM Bank Online Banking Mobile Banking

72%

24%

4%0%

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Table No 7

Customer satisfaction with Withdraw cash from SBT ATM


Yes 38 76%

No 12 24%

Total 50 100%

Interference

76% of the customers who used ATM service for cash

withdrawal was able to withdraw cash from ATM’s, but 24% says

they could not withdraw cash as and when needed.

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Figure No 7

Customer satisfaction with Withdraw cash from SBT ATM

Yes76%

No24%

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2011

Table No 8

Customers Opinion about Queue’s in Front of ATM’s


Yes 33 66%

No 17 34%

Total 50 100%

Interference

A majority 66% of the customers had the opinion that they had

to wait in queue in front of ATM for cash withdrawal, and 34% have

said that they need not wait in queue in front of ATM for cash

withdrawal.

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2011

Figure No 8

Customers Opinion about Queue’s in Front of ATM’s

Yes No0%

10%

20%

30%

40%

50%

60%

70%

66%

34%

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2011

Table No 9

Customers opinion about Customer relation By bank


Excellent 42 84%

Good 6 12%

Satisfactory 2 4%

Bad 0 0%

Total 50 100%

Interferences

With the banks customer relation 84% of the customers says the banks

is excellent, 12% say good, 4% say satisfactory, and none said it was

bad.

46


2011

Figure No 9

Customers opinion about Customer relation By bank

Excellent Good Satisfactory Bad

84%

12%

4%0%

47


2011

Table No 10

Customers opinion about deposit schemes of the bank


Excellent 34 68%

Good 11 22%

Satisfactory 5 10%

Bad 0 0%

Total 50 100%

Interference

68% of the respondents said, the bank had excellent deposit schemes;

22% said good; 10% had a satisfactory response; and none had a bad

response.

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2011

Fig No 10

Customers opinion about deposit schemes of the bank

Excellent Good Satisfactory Bad0%

10%

20%

30%

40%

50%

60%

70%

68%

22%

10%

0%

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2011

Table No 11

Customers opinion about bank premises


Excellent 32 64%

Good 12 24%

Satisfactory 4 8%

Bad 2 4%

Total 50 100%

Interference

About the bank premises, 64% of the respondents gave an excellent

response; 24% said it had a good premises, a satisfactory response was

given by 8% of the respondents and notable 4% responded as bad

premises

50


2011

Fig No 11

Customers opinion about bank premises


10%

20%

30%

40%

50%

60%

70%

64%

24%

8%

4%

51


2011

Table No 12

Customers opinion about Financial advice By bank


Excellent 28 56%

Good 8 16%

Satisfactory 8 16%

Bad 6 12%

Total 50 100%

Interference

The bank gives excellent financial advice since, 56% of the

respondents responded so. And 16% say it is good and satisfactory

respectively; 12% say it is bad.

52


2011

Table No 12

Customers opinion about Financial advice By bank


10%

20%

30%

40%

50%

60%56%

16% 16%

12%

53


2011

Table No 13

Customers Opinion About the attitude of the employees


Friendly 24 48%

Supportive 13 26%

Aggressive 13 26%

Total 50 100%

Interference

48% of the respondents said that attitude of the employees was

friendly, 26% said they were supportive and aggressive respectively.

54


2011

Figure No 13

Customers Opinion About the attitude of the employees

Friendly

48%

Support-ive

26%

Ag-gress-

ive26%

55


2011

Table No 14

Customers satisfaction on maintaining SBT account


Satisfied 50 100%

Not Satisfied 0 0%

Total 50 100%

Inference

100% of the account holders are satisfied with SBT Bank Account.

Fig No 14

Customer’s satisfaction on maintaining SBT account

Satisfied Not Satisfied

100%

0%

56


2011

Chapter VI

FINDINGS AND SUGGESTIONS

FINDINGS

1. About 60% of the respondents belonging to the age group of 25-

40, which constitute majority of the account holders.

2. The study reveals that about 64% of the account holders are

male. It shows the dominance of male customers.

3. This analysis reveals that about 62% of the customers are

employees of Government as well as private organisations. It

shows that out of the total customers, the employees have more

share than the students, Professionals and business men.

4. About 52% of the total respondents have a monthly income of

5,000- 10,000 and it is higher than the group of 10,000-15,000

which posses only 18% of the total customers.

5. The study reveals that about 42% of the account holders are

maintaining SBT account between 3-5 years.

6. The study reveals that 72% of the customers preferred to use

ATM for cash withdrawal. Even though people can withdraw

cash from an ATM much faster 24% of the respondents preferred

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2011

to use direct banking service.

7. 76% of the customers who used ATM service for cash

withdrawal was able to withdraw cash from ATM’s, but 24%

says they could not withdraw cash as and when needed.

8. With the banks customer relation 84% of the customers says the

banks is excellent, 12% say good, 4% say satisfactory, and none

said it was bad.

9. 68% of the respondents said, the bank had excellent deposit

schemes; 22% said good; 10% had a satisfactory response; and

none had a bad response.

10. The bank gives excellent financial advice since, 56% of the

respondents responded so. And 16% say it is good and

satisfactory respectively; 12% say it is bad.

11. About the bank premises, 64% of the respondents gave an

excellent response; 24% said it had a good premises, a

satisfactory response was given by 8% of the respondents and

notable 4% responded as bad premises.

12. The bank gives excellent financial advice since, 56% of the

respondents responded so. And 16% say it is good and

satisfactory respectively; 12% say it is bad.

13. The study reveals that 48% of the respondents said that attitude

of the employees was friendly, 26% said they were supportive

and aggressive respectively.

14. The study reveals that 100% of the account holders are satisfied

with SBT Bank Account.

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2011

SUGGESTIONS

On the basis of the findings of the study, the following

suggestions can be put forward for increasing customer satisfaction

and their by increasing the number of customers.

1. The Bank can conduct training and awareness programme for using

ATM facilities.

2. A seminar can be conducted for customers for informing them

about online banking services and mobile banking services. So it

will be helpful for customers for easy money transfer and easy

transactions.

3. General people should be educated on money saving habits.

4. Conduct seminars on various deposit schemes offered by the bank.

5. The Bank should add more counters and drop in boxes.

6. Various deposite and pay in slips should be maintained without

shortage.

7. The Bank can increase the number of ATM counters.

8. The ATM counters should be well maintained so people can

withdraw cash at any time.

9. Conducting economic survey is an aid to promote business.

59


2011

10. More advertisement can be given for promotional activities.

11. Attitude towards the customers is an important part in the business.

So management should take initiative to it.

12. Continuous contact (through phones, mail or person) are preferred

by the customers. So it will strengthen the relationship between

customer and the management.

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2011

Questionnaire


Name:.......................................................

Address:…..…………………………………………………………………………………………………………………………………………………………………………………………………………………

Age: a) 18-25 b) 25-35 c) 35-50 d) Above 50

Sex: M/F

1. Occupation

Students

Professionals

Business

Others

2. What type of account do you have?

Saving Bank account

Current Account

Fixed Account

Recurring Deposit

3. How long have you been operating SBT Bank account?

Less than 1 year

1 to 3 years

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2011

3 to 5 years

Above 5 years

4. Which service do you use often?

ATM

Bank

Online Banking

Mobile Banking

5. Do you have ATM cum Debit Card?

Yes

No

6. Are you able to withdraw cash from SBT ATM?

Always

Not Always

7. Do you need to wait in queue to withdraw cash from ATM

Yes

No

8. Do you find it easy to get loan from your bank?

Yes

No

9. How do you rate the following

Sl.

NoAttribute Excellent Good Satisfactory Bad

1 Customer Relation

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2011

2 Deposit Scheme

3 Bank Premises

4Online Banking

Service

5 Financial Advice

10. Did you get any priority

Yes

No

11. How was the attitude of the bank employees towards you?

Friendly

Supportive

Aggressive

12.Do you need to wait in queue for various bank transactions?

Yes

No

13.Are you satisfied with the clearance of outstation Cheques?

Yes

No

14.Did you get personal attention in the bank?

Yes

No

15.Which sector bank do you prefer?

New Generation Banks

Central Govt. Banks

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2011

16.Have you been to a new generation banks?

Yes

No

17.Do you have an account with a new generation bank?

Yes

No

18.How do you rate the service of a new generation bank

Excellent

Good

Satisfactory

Bad

19.Do you have taken

Housing Loan

Vehicle Loan

Personal Loan

Other Loan

No Loan

20.Will you recommend your friend or relative to open an account

with SBT?

Yes

No

21. Are you satisfied with the banks service

Yes

No

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2011

Your suggestions:

……………………………………………………..

………………………………………………………………

…………… .

THANK YOU FOR SPENDING YOUR VALUABLE TIME.

BIBLIOGRAPHY

Agarwal Sangeeta, "Marketing Management", Global business

Press, 1998, First edition reprint.

Gupta Santhosh, "Research Methodology and Statistical

Techniques", Deep publications, New Delhi, 1999.

Kotler Philip, "Marketing Management", Prentice Kail of India

Private Ltd, New Delhi, 2002, Tenth Edition

Levine. M. David, Krebbiel. C. Timothy, Berenson. L. Mark,

"Business Statistics", Pearson Education, Second Edition.

Malhotra. K. Naresh, "Marketing Research", Pearson Education

Asia, 2001, Third Edition.

Ramesh Kumar. S., "Marketing Nuggets", Vikas Publications

House Private Ltd, 1998.

Saxena Rajan, "Marketing Management", Tata Me Graw Hill

Publication Company Ltd, New Delhi, 1997, 8. Tull. S.

Donnald and Hawkins. I. Del, "Marketing Research,

measurements and Methods", Prentice - Hail of India Private

65


2011

Ltd, New Delhi, 1998, 6th Edition.

Websites :-

www.sbt.com

66

sbt customer satisfaction

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