CUSTOMER SATISFACTION AT PUNJAB

NATIONAL BANK
SUPERVISOR: SUBMITTED BY:
Dr. Usha Nair Divya Gupta
MAIMS BBA(B&I) 5
TH
SEM
Enroll!nt no.


MAHARAJA AGRASEN INSTITUTE
OF
MANAGEMENT STUDIES
AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA
UNIVERSITY
(PSP AREA, PLOT NO.1. SECTOR-22, ROHINI DELHI-1100!"
"

DECLARATION
I# Divya Gupta# stu$!nt o% Mahara&a A'ras!n Institut! o% Mana'!!nt
Stu$i!s# o% BBA (B&I)# h!r!(y $!)lar! that I hav! )opl!t!$ a su!r
pro&!)t on *)usto!r satis%a)tion+ in th! A)a$!i) y!ar ,--./"-. Th!
in%oration su(itt!$ is tru! an$ ori'inal to th! (!st o% y 0no1l!$'!.


Divya Gupta
BBA (B&I)
,
TABLE OF CONTENT
ACKNO#LEDGEMENT
E$ECUTIVE SUMMARY
CHAPTER SCHEAME
LIST OF TABLES
LIST OF GRAPHS
INTRODUCTION TO THE INDUSTRY
1.1 PURPOSE OF STUDY
1.2 OBJECTIVES OF STUDY
1.% RESEARCH METHODOLOGY
1.%.1 RESEARCH DESIGN
1.%.1.1 SAMPLE METHOD
1.%.1.2 SAMPLE SI&E
1.%.1.% SAMLING METHOD
1.%.2 METHODS OF DATA COLLECTION
1.%.2.1 TYPES OF DATA
1.%.% LIMITATIONS OF THE STUDY
1.' INTRODUCTION TO BANKING IN INDIA
COMPANY PROFILE
LITERATURE REVIE#
2
ANALYSIS
SUGGESTIONS
CONCLUSION
BIBLIOGRAPHY
(UESTIONNAIRE
3
CERTIFICATE
This is to certify that project titled Customer satisfaction at PNB is
prepared by divya gupta being Submitted for the fulfillment of the
bachelors degree in Business Administration Programme at Maharaja
agrasen Institute, Guru Gobind Singh Indraprastha Uniersity, !elhi"
she has successfully completed the project under my constant
guidance and support"
Signature of the project guide:
(Dr, Usha Nair) Divya Gupta
BBA(B&)
5
ACKNO#LEDGEMENT
A 4ro&!)t usually %alls short o% its !5p!)tations unl!ss 'ui$!$ (y th! ri'ht
p!rson at th! ri'ht ti!. This 4ro&!)t 1oul$ not hav! )opl!t!$ 1ithout
th! $ir!)t or in$ir!)t h!lp an$ 'ui$an)! o% su)h luinari!s in 4un&a(
National (an0. Th!y provi$!$ us 1ith th! n!)!ssary r!sour)!s an$ an
!nviron!nt )on$u)iv! %or h!althy l!arnin' an$ trainin'. Th!y provi$!$
us 1ith th! r!6uir!$ aount o% %r!!$o to !5!r)is! our s0ill un$!r th!ir
a(l! 'ui$an)!.
At th! outs!t# I 1oul$ li0! to ta0! this opportunity to 'rat!%ully
a)0no1l!$'! th! v!ry 0in$ an$ pati!nt 'ui$an)! an$ !n)oura'!!nt I hav!
r!)!iv!$ %ro our 4ro&!)t Gui$! DR. USHA NAIR throu'hout HE7
)riti)al !valuation an$ su''!stion at !v!ry sta'! o% th! 4ro&!)t# this r!port
)oul$ n!v!r hav! r!a)h!$ its pr!s!nt %or.
I 1oul$ li0! to !5t!n$ y than0s to y )oll!'! 8MAHA7A9A AG7ASEN
INSTITUTE: %or th! %a)iliti!s avail!$ to ! in t!rs o% li(rary 1or0.
;ast (ut not l!ast I 1oul$ li0! to than0 all th! r!spon$!nts %or 'ivin' th!ir
pr!)ious ti! an$ r!l!vant in%oration an$ !5p!ri!n)!# I r!6uir!$#
1ithout 1hi)h th! 4ro&!)t 1oul$ hav! (!!n in)opl!t!.


DIVYA GUPTA
<
E$ECUTIVE SUMMARY
Ban0in'# th! (usin!ss o% provi$in' %inan)ial s!rvi)!s to )onsu!rs an$
(usin!ss!s. Th! (asi) s!rvi)!s a (an0 provi$!s ar! )h!)0in' a))ounts#
savin's a))ounts an$ ti! $!posits that )an (! us!$ to sav! on!y %or %utur!
us!= loans that )onsu!rs an$ (usin!ss!s )an us! to pur)has! 'oo$s an$
s!rvi)!s= an$ (asi) )ash ana'!!nt s!rvi)!s su)h as )h!)0 )ashin' an$
%or!i'n )urr!n)y !5)han'!.
Ban0in' s!rvi)!s s!rv! t1o priary purpos!s. >irst# (y supplyin' )usto!rs
1ith th! (asi) !$ius/o%/!5)han'! ()ash# )h!)0in' a))ounts# an$ )r!$it
)ar$s)#
S!)on$# (y a))!ptin' on!y $!posits %ro sav!rs an$ th!n l!n$in' th!
on!y to (orro1!rs# (an0s !n)oura'! th! %lo1 o% on!y to pro$u)tiv! us!
an$ inv!st!nts. This in turn allo1s th! !)onoy to 'ro1.
?
CHAPTER SCHEAME
@hapt!r "/ In$ustry 4ro%il!
@hapt!r ,/ @opany 4ro%il!
@hapt!r 2/ ;it!ratur! 7!vi!1
@hapt!r 3/ Analysis
@hapt!r 5/ Su''!stions
@hapt!r</ @on)lusion
A
LIST OF TABLES ) LIST OF GRAPHS:
In @hapt!r 3# 4AGE NB.
Ta(l! & 'raph 3."
Ta(l! & 'raph 3.,
Ta(l! & 'raph 3.2
Ta(l! & 'raph 3.3
Ta(l! & 'raph 3.?
Ta(l! & 'raph 3.A
Ta(l! & 'raph 3..
Ta(l! & 'raph 3."-
Ta(l! & 'raph 3.""
Ta(l! & 'raph 3.",
Ta(l! & 'raph 3."2
Ta(l! & 'raph 3."3
Ta(l! & 'raph 3."5
.

CHAPTER 1
INDUST7C 47B>I;E
"-
"." PURPOSE OF STUDY
Ban0in' s!rvi)!s s!rv! t1o priary purpos!s. >irst# (y supplyin' )usto!rs
1ith th! (asi) !$ius/o%/!5)han'! ()ash# )h!)0in' a))ounts# an$ )r!$it
)ar$s)#
S!)on$# (y a))!ptin' on!y $!posits %ro sav!rs an$ th!n l!n$in' th!
on!y to (orro1!rs# (an0s !n)oura'! th! %lo1 o% on!y to pro$u)tiv! us!
an$ inv!st!nts. This in turn allo1s th! !)onoy to 'ro1.
Ena(lin' th! %lo1 o% on!y %ro sav!rs to inv!stors is )all!$ %inan)ial
int!r!$iation# an$ it is !5tr!!ly iportant to a %r!! ar0!t !)onoy!
""
"., OBJECTIVES OF THE STUDY
Th! vital o(&!)tiv!s o% this pro&!)t ar!/
To hav! an insi'ht into th! attitu$!s an$ (!haviors o% )usto!rs.
To %in$ out th! $i%%!r!n)!s aon' p!r)!iv!$ s!rvi)! an$ !5p!)t!$
s!rvi)!.
To pro$u)! an !5!)utiv! s!rvi)! r!port to up'ra$! s!rvi)!
)hara)t!risti)s.
To un$!rstan$ )onsu!r:s pr!%!r!n)!s.
To a))!ss th! $!'r!! o% satis%a)tion o% th! )onsu!rs
",
".2 REASERCH METHODOLOGY

A $!s)riptiv! stu$y tri!s to $is)ov!r ans1!rs to th! 6u!stions 1ho# 1hat#
1h!n# 1h!r!# an$# so!ti!s# ho1. Th! r!s!ar)h!r att!pts to $!s)ri(! or
$!%in! a su(&!)t# o%t!n (y )r!atin' a pro%il! o% a 'roup o% pro(l!s# p!opl!#
or !v!nts.
Su)h stu$i!s ay involv! th! )oll!)tion o% $ata an$ th! )r!ation o% a
$istri(ution o% th! nu(!r o% ti!s th! r!s!ar)h!r o(s!rv!s a sin'l! !v!nt or
)hara)t!risti) (th! r!s!ar)h varia(l!)# or th!y ay involv! r!latin' th!
int!ra)tion o% t1o or or! varia(l!s. Br'aniDations that aintain $ata(as!s
o% th!ir !ploy!!s# )usto!rs# an$ suppli!rs alr!a$y hav! si'ni%i)ant $ata to
)on$u)t $!s)riptiv! stu$i!s usin' int!rnal in%oration. C!t any %irs that
hav! su)h $ata %il!s $o not in! th! r!'ularly %or th! $!)ision/a0in'
insi'ht th!y i'ht provi$!.
This $!s)riptiv! stu$y is popular in (usin!ss r!s!ar)h (!)aus! o% its
v!rsatility a)ross $is)iplin!s. In %or/pro%it# not/%or/pro%it an$ 'ov!rn!nt
or'aniDations# $!s)riptiv! inv!sti'ations hav! a (roa$ app!al to th!
a$inistrator an$ poli)y analyst %or plannin'# onitorin'# an$ !valuatin'. In
this )ont!5t# ho1 6u!stions a$$r!ss issu!s su)h as 6uantity# )ost# !%%i)i!n)y#
!%%!)tiv!n!ss# an$ a$!6ua)y.
D!s)riptiv! stu$i!s ay or ay not hav! th! pot!ntial %or $ra1in' po1!r%ul
in%!r!n)!s. A $!s)riptiv! stu$y# ho1!v!r# $o!s not !5plain 1hy an !v!nt has
o))urr!$ or 1hy th! varia(l!s int!ra)t th! 1ay th!y $o.
"2
".2." RESEARCH DESIGN
STATEMENT OF THE PROBLEM
This Stu$y 1ill h!lp us to un$!rstan$ th! )onsu!r:s satis%a)tion a(out
(an0in' s!rvi)!s an$ pro$u)ts. This stu$y 1ill h!lp (an0s to un$!rstan$#
ho1 a )onsu!r s!l!)ts# or'aniD!s an$ int!rpr!ts th! Euality o% s!rvi)! an$
pro$u)t o%%!r!$ (y (an0s.
Th! ar0!t is or! a1ar! an$ r!alisti) a(out inv!st!nt an$ r!turns %ro
%inan)ial pro$u)ts. In this (a)0'roun$ this stu$y tri!s to analyD! th!
)usto!r satis%a)tion to1ar$s (an0in' s!rvi)!s in '!n!ral an$ 4NB in
parti)ular.

NEED FOR THE STUDY
Th! $!!p!r th! )opany un$!rstan$s o% )onsu!r:s n!!$s an$
satis%a)tion# th! !arli!r th! pro$u)t or s!rvi)! is intro$u)!$
ah!a$ o% )op!tition# th! 'r!at!r th! !5p!)t!$ )ontri(ution
ar'in. H!n)! th! stu$y is v!ry iportant.
This stu$y 1ill h!lp )opani!s to )ustoiD! th! s!rvi)! an$
pro$u)t# a))or$in' to th! )onsu!r:s n!!$.
"3
This stu$y 1ill also h!lp th! )opani!s to un$!rstan$ th!
!5p!ri!n)! an$ !5p!)tations o% th! !5istin' )usto!rs.
SCOPE OF THE STUDY
This stu$y is liit!$ to th! )onsu!rs 1ith in N!1 D!lhi )ity. Th!
stu$y 1ill (! a(l! to r!v!al th! pr!%!r!n)!s# n!!$s# satis%a)tion o% th!
)usto!rs r!'ar$in' th! (an0in' s!rvi)!s# It also h!lp (an0s to 0no1
1h!th!r th! !5istin' pro$u)ts or s!rvi)!s th! ar! o%%!rin' ar! r!ally
satis%yin' th! )usto!rs n!!$s.
".2."." SAMPLE METHOD
@onv!ni!n)! saplin' !tho$ is us!$ %or th! surv!y o% this pro&!)t. It is a
non/pro(a(ility sapl!. This is th! l!ast r!lia(l! $!si'n (ut norally th!
)h!ap!st an$ !asi!st to )on$u)t .In this !tho$ 7!s!ar)h!r hav! th! %r!!$o
to )hoos! 1ho!v!r th!y %in$# thus th! na! )onv!ni!n)!. E5apl!
in)lu$!s in%oral pools o% %ri!n$s an$ n!i'h(ours or p!opl! r!spon$in' to a
n!1spap!r:s invitation %or r!a$!rs to stat! th!ir position on so! pu(li)
issu!.
".2."., SAMPLE SI&E
"5
Sapl! siD! $!not!s th! nu(!r o% !l!!nts s!l!)t!$ %or th! stu$y.
>or th! pr!s!nt stu$y# "-- r!spon$!nts 1!r! s!l!)t!$ at ran$o. All th! "--
r!spon$!nts 1!r! th! )usto!rs o% $i%%!r!nt (ran)h!s o% 4NB.
".2.".2 SAMPLING METHOD
A sapl! is a r!pr!s!ntativ! part o% th! population. In saplin'
t!)hni6u!# in%oration is )oll!)t!$ only %ro a r!pr!s!ntativ! part o% th!
univ!rs! an$ th! )on)lusions ar! $ra1n on that (asis %or th! !ntir! univ!rs!.
A )onv!ni!n)! saplin' t!)hni6u! 1as us!$ to )oll!)t $ata %ro th!
r!spon$!nts.
".2., METHOD OF DATA COLLECTION
To 0no1 th! r!spons!# th! r!s!ar)h!r us!$ 6u!stionnair! !tho$. It
has (!!n $!si'n!$ as a priary r!s!ar)h instru!nt. Eu!stionnair!s 1!r!
$istri(ut!$ to r!spon$!nts an$ th!y 1!r! as0!$ to ans1!r th! 6u!stions 'iv!n
in th! 6u!stionnair!.
Th! 6u!stionnair!s 1!r! us!$ as an instru!ntation t!)hni6u!#
(!)aus! it is an iportant !tho$ o% $ata )oll!)tion. Th! su))!ss o% th!
"<
6u!stionnair! !tho$ in )oll!)tin' th! in%oration $!p!n$s lar'!ly on
prop!r $ra%tin'. So in th! pr!s!nt stu$y 6u!stions 1!r! arran'!$ an$
int!r)onn!)t!$ lo'i)ally. Th! stru)tur!$ 6u!stionnair! 1ill r!$u)! (oth
int!rvi!1!rs an$ int!rpr!t!rs (ias.
>urth!r# )o$in' an$ analysis 1as $on! %or !a)h 6u!stion:s r!spons! to
r!a)h into %in$in's# su''!stions an$ %inally to th! )on)lusion a(out th! topi).
1.3.2.1 TYPES OF DATA
Ev!ry $!)ision pos!s uni6u! n!!$s %or in%oration# an$ r!l!vant strat!'i!s
)an (! $!v!lop!$ (as!$ on th! in%oration 'ath!r!$ throu'h r!s!ar)h.
7!s!ar)h is th! syst!ati) o(&!)tiv! an$ !5haustiv! s!ar)h %or an$ stu$y o%
%a)ts r!l!vant to th! pro(l!
7!s!ar)h $!si'n !ans th! %ra!1or0 o% stu$y that l!a$s to th! )oll!)tion
an$ analysis o% $ata. It is a )on)!ptual stru)tur! 1ith in 1hi)h r!s!ar)h is
)on$u)t!$. It %a)ilitat!s sooth sailin' o% various r!s!ar)h op!rations to
a0! th! r!s!ar)h as !%%!)tiv! as possi(l!.
47IMA7C DATA
4riary $ata ar! thos! )oll!)t!$ (y th! inv!sti'ator his!l% %or th! %irst ti!
an$ thus th!y ar! ori'inal in )hara)t!r# th!y ar! )oll!)t!$ %or a parti)ular
purpos!.
"?
A 1!ll/stru)tur!$ 6u!stionnair! 1as p!rsonally a$inistrat!$ to th! s!l!)t!$
sapl! to )oll!)t th! priary $ata.
SE@BNDA7C DATA
S!)on$ary $ata ar! thos!# 1hi)h hav! alr!a$y (!!n )oll!)t!$ (y so! oth!r
p!rsons %or th!ir purpos! an$ pu(lish!$. S!)on$ary $ata ar! usually in th!
shap! o% %inish!$ pro$u)ts.
T1o typ!s o% s!)on$ary $ata 1!r! )oll!)t!$ %or th! pr!paration o% th! pro&!)t
1or0F
I*+,-*./ D.+. 1as '!n!rat!$ %ro )opany:s (ro)hur!s# anuals an$
annual r!ports
E0+,-*./ D.+., on th! oth!r han$# 1as '!n!rat!$ %ro a'aDin!s# r!s!ar)h
(oo0s# intran!t an$ int!rn!t (1!(sit!s).
"A
".2.2 LIMITATIONS OF THE STUDY
Althou'h th! stu$y 1as )arri!$ out 1ith !5tr!! !nthusias an$ )ar!%ul
plannin' th!r! ar! s!v!ral liitations# 1hi)h han$i)app!$ th! r!s!ar)h viD#
1. T12, C3*4+-.1*+4:
Th! ti! stipulat!$ %or th! pro&!)t to (! )opl!t!$ is l!ss an$ thus th!r! ar!
)han)!s that so! in%oration i'ht hav! (!!n l!%t out# ho1!v!r $u! )ar! is
ta0!n to in)lu$! all th! r!l!vant in%oration n!!$!$.
2. S.25/, 416,:
Du! to ti! )onstraints th! sapl! siD! 1as r!lativ!ly sall an$ 1oul$
$!%init!ly hav! (!!n or! r!pr!s!ntativ! i% I ha$ )oll!)t!$ in%oration %ro
or! r!spon$!nts.
%. A778-.79:
It is $i%%i)ult to 0no1 i% all th! r!spon$!nts 'av! a))urat! in%oration= so!
r!spon$!nts t!n$ to 'iv! isl!a$in' in%oration.
'. It 1as $i%%i)ult to %in$ r!spon$!nts as th!y 1!r! (usy in th!ir s)h!$ul!#
an$ )oll!)tion o% $ata 1as v!ry $i%%i)ult. Th!r!%or!# th! stu$y ha$ to (!
)arri!$ out (as!$ on th! availa(ility o% r!spon$!nt
".
".3 INTRODUCTION TO BANKING IN INDIA
Th! (an0in' s!)tion 1ill navi'at! throu'h all th! asp!)ts o% th! Ban0in'
Syst! in In$ia. It 1ill $is)uss upon th! att!rs 1ith th! (irth o% th!
(an0in' )on)!pt in th! )ountry to n!1 play!rs a$$in' th!ir na!s in th!
in$ustry in )oin' %!1 y!ars.
Th! (an0!r o% all (an0s# 7!s!rv! Ban0 o% In$ia (7BI)# th! In$ian Ban0s
Asso)iation (IBA) an$ top ,- (an0s li0! IDBI# HSB@# I@I@I# ABN AM7B#
!t). has (!!n 1!ll $!%in!$ un$!r thr!! s!parat! h!a$s 1ith on! pa'!
$!$i)at!$ to !a)h (an0.
Ho1!v!r# in th! intro$u)tion part o% th! !ntir! (an0in' )osos# th! past has
(!!n 1!ll !5plain!$ un$!r thr!! $i%%!r!nt h!a$s na!lyF
History o% Ban0in' in In$ia
NationaliDation o% Ban0s in In$ia
S)h!$ul!$ @o!r)ial Ban0s in In$ia
Th! %irst $!als 1ith th! history part sin)! th! $a1n o% (an0in' syst! in
In$ia. Gov!rn!nt too0 a&or st!p in th! ".<. to put th! (an0in' s!)tor into
syst!s an$ it nationaliD!$ "3 privat! (an0s in th! !ntion!$ y!ar. This has
(!!n !la(orat!$ in NationaliDation Ban0s in In$ia. Th! last (ut not th! l!ast
!5plains a(out th! s)h!$ul!$ an$ uns)h!$ul!$ (an0s in In$ia. S!)tion 3, (<)
(a) o% 7BI A)t ".23 lays $o1n th! )on$ition o% s)h!$ul!$ )o!r)ial
(an0s. Th! $!s)ription alon' 1ith a list o% s)h!$ul!$ )o!r)ial (an0s ar!
'iv!n on this pa'!
".3." HISTORY OF BANKING IN INDIA
Githout a soun$ an$ !%%!)tiv! (an0in' syst! in In$ia it )annot hav! a
h!althy !)onoy. Th! (an0in' syst! o% In$ia shoul$ not only (! hassl!
,-
%r!! (ut it shoul$ (! a(l! to !!t n!1 )hall!n'!s pos!$ (y th! t!)hnolo'y
an$ any oth!r !5t!rnal an$ int!rnal %a)tors.
>or th! past thr!! $!)a$!s In$iaHs (an0in' syst! has s!v!ral outstan$in'
a)hi!v!!nts to its )r!$it. Th! ost stri0in' is its !5t!nsiv! r!a)h. It is no
lon'!r )on%in!$ to only !tropolitans or )osopolitans in In$ia.
Th! 'ov!rn!ntHs r!'ular poli)y %or In$ian (an0 sin)! ".<. has pai$ ri)h
$ivi$!n$s
Gith th! nationaliDation o% "3 a&or privat! (an0s o% In$ia.
Not lon' a'o# an a))ount hol$!r ha$ to 1ait %or hours at th! (an0 )ount!rs
%or '!ttin' a $ra%t or %or 1ith$ra1in' his o1n on!y. To$ay# h! has a
)hoi)!. Gon! ar! $ays 1h!n th! ost !%%i)i!nt (an0 trans%!rr!$ on!y %ro
on! (ran)h to oth!r in t1o $ays. No1 it is sipl! as instant !ssa'in' or
$ials a piDDa. Mon!y has (!)o! th! or$!r o% th! $ay.
Th! %irst (an0 in In$ia# thou'h )ons!rvativ!# 1as !sta(lish!$ in "?A<. >ro
"?A< till to$ay# th! &ourn!y o% In$ian Ban0in' Syst! )an (! s!'r!'at!$ into
thr!! $istin)t phas!s. Th!y ar! as !ntion!$ (!lo1F
Early phas! %ro "?A< to ".<. o% In$ian Ban0s
NationaliDation o% In$ian Ban0s an$ up to ".." prior to In$ian
(an0in' s!)tor 7!%ors.
N!1 phas! o% In$ian Ban0in' Syst! 1ith th! a$v!nt o% In$ian
>inan)ial
& Ban0in' S!)tor 7!%ors a%t!r "..".
To a0! this 1rit!/up or! !5planatory# I pr!%i5 th! s)!nario as 4has! I#
4has! II an$ 4has! III.
P:.4, I
Th! G!n!ral Ban0 o% In$ia 1as s!t up in th! y!ar "?A<. N!5t )a! Ban0 o%
Hin$ustan an$ B!n'al Ban0. Th! East In$ia @opany !sta(lish!$ Ban0 o%
B!n'al ("A-.)# Ban0 o% Bo(ay ("A3-) an$ Ban0 o% Ma$ras ("A32) as
in$!p!n$!nt units an$ )all!$ it 4r!si$!n)y Ban0s. Th!s! thr!! (an0s 1!r!
aal'aat!$ in ".,- an$ Ip!rial Ban0 o% In$ia 1as !sta(lish!$ 1hi)h
start!$ as privat! shar!hol$!rs (an0s# ostly Europ!ans shar!hol$!rs.
,"
In "A<5 Allaha(a$ Ban0 1as !sta(lish!$ an$ %irst ti! !5)lusiv!ly (y
In$ians# 4un&a( National Ban0 ;t$. 1as s!t up in "A.3 1ith h!a$6uart!rs at
;ahor!. B!t1!!n ".-< an$ "."2# Ban0 o% In$ia# @!ntral Ban0 o% In$ia# Ban0
o% Baro$a# @anara Ban0# In$ian Ban0# an$ Ban0 o% Mysor! 1!r! s!t up.
7!s!rv! Ban0 o% In$ia )a! in ".25.
Durin' th! %irst phas! th! 'ro1th 1as v!ry slo1 an$ (an0s also !5p!ri!n)!$
p!rio$i) %ailur!s (!t1!!n "."2 an$ ".3A. Th!r! 1!r! appro5iat!ly ""--
(an0s# ostly sall. To str!alin! th! %un)tionin' an$ a)tiviti!s o%
)o!r)ial (an0s# th! Gov!rn!nt o% In$ia )a! up 1ith Th! Ban0in'
@opani!s A)t# ".3. 1hi)h 1as lat!r )han'!$ to Ban0in' 7!'ulation A)t
".3. as p!r a!n$in' A)t o% ".<5 (A)t No. ,2 o% ".<5). 7!s!rv! Ban0 o%
In$ia 1as v!st!$ 1ith !5t!nsiv! po1!rs %or th! sup!rvision o% (an0in' in
In$ia as th! @!ntral Ban0in' Authority.
Durin' thos! $ay:s pu(li) has l!ss!r )on%i$!n)! in th! (an0s. As an
a%t!rath $!posit o(ilisation 1as slo1. A(r!ast o% it th! savin's (an0
%a)ility provi$!$ (y th! 4ostal $!part!nt 1as )oparativ!ly sa%!r.
Mor!ov!r# %un$s 1!r! lar'!ly 'iv!n to tra$!rs.
P:.4, II
Gov!rn!nt too0 a&or st!ps in this In$ian Ban0in' S!)tor 7!%or a%t!r
in$!p!n$!n)!. In ".55# it nationaliD!$ Ip!rial Ban0 o% In$ia 1ith !5t!nsiv!
(an0in' %a)iliti!s on a lar'! s)al! !sp!)ially in rural an$ s!i/ur(an ar!as. It
%or!$ Stat! Ban0 o% In$ia to a)t as th! prin)ipal a'!nt o% 7BI an$ to han$l!
(an0in' transa)tions o% th! Union an$ Stat! Gov!rn!nts all ov!r th!
)ountry.
S!v!n (an0s %orin' su(si$iary o% Stat! Ban0 o% In$ia 1as nationaliD!$ in
".<- on ".th 9uly# ".<.# a&or pro)!ss o% nationaliDation 1as )arri!$ out. It
1as th! !%%ort o% th! th!n 4ri! Minist!r o% In$ia# Mrs. In$ira Gan$hi. "3
a&or )o!r)ial (an0s in th! )ountry 1!r! nationaliD!$.
S!)on$ phas! o% nationaliDation In$ian Ban0in' S!)tor 7!%or 1as )arri!$
out in ".A- 1ith s!v!n or! (an0s. This st!p (rou'ht A-I o% th! (an0in'
s!'!nt in In$ia un$!r Gov!rn!nt o1n!rship.
Th! %ollo1in' ar! th! st!ps ta0!n (y th! Gov!rn!nt o% In$ia to 7!'ulat!
Ban0in' Institutions in th! @ountryF
,,
".3.F Ena)t!nt o% Ban0in' 7!'ulation A)t.
".55F NationaliDation o% Stat! Ban0 o% In$ia.
".5.F NationaliDation o% SBI su(si$iari!s.
".<"F Insuran)! )ov!r !5t!n$!$ to $!posits.
".<.F NationaliDation o% "3 a&or (an0s.
".?"F @r!ation o% )r!$it 'uarant!! )orporation.
".?5F @r!ation o% r!'ional rural (an0s.
".A-F NationaliDation o% s!v!n (an0s 1ith $!posits ov!r ,-- )ror!.
A%t!r th! nationaliDation o% (an0s# th! (ran)h!s o% th! pu(li) s!)tor (an0
In$ia ros! to appro5iat!ly A--I in $!posits an$ a$van)!s too0 a hu'!
&up (y ""#---I..
P:.4, III
this phas! has intro$u)!$ any or! pro$u)ts an$ %a)iliti!s in th! (an0in'
s!)tor in its r!%ors !asur!. In ".."# un$!r th! )hairanship o% M
Narasiha# a )oitt!! 1as s!t up (y his na! 1hi)h 1or0!$ %or th!
li(!ralisation o% (an0in' pra)ti)!s.
Th! )ountry is %loo$!$ 1ith %or!i'n (an0s an$ th!ir ATM stations. E%%orts
ar! (!in' put to 'iv! a satis%a)tory s!rvi)! to )usto!rs. 4hon! (an0in' an$
n!t (an0in' is intro$u)!$. Th! !ntir! syst! (!)a! or! )onv!ni!nt an$
s1i%t. Ti! is 'iv!n or! iportan)! than on!y.
Th! %inan)ial syst! o% In$ia has sho1n a 'r!at $!al o% r!sili!n)!. It is
sh!lt!r!$ %ro any )risis tri''!r!$ (y any !5t!rnal a)ro!)onoi)s sho)0 as
oth!r East Asian @ountri!s su%%!r!$. This is all $u! to a %l!5i(l! !5)han'!
rat! r!'i!# th! %or!i'n r!s!rv!s ar! hi'h# th! )apital a))ount is not y!t %ully
)onv!rti(l!# an$ (an0s an$ th!ir )usto!rs hav! liit!$ %or!i'n !5)han'!
!5posur!.
".3., SCHEDULED COMMERCIAL BANKS IN INDIA
Th! )o!r)ial (an0in' stru)tur! in In$ia )onsists o%F
S)h!$ul!$ @o!r)ial Ban0s in In$ia
Uns)h!$ul!$ Ban0s in In$ia
,2
S)h!$ul!$ Ban0s in In$ia )onstitut! thos! (an0s 1hi)h hav! (!!n in)lu$!$
in th! S!)on$ S)h!$ul! o% 7!s!rv! Ban0 o% In$ia (7BI) A)t# ".23. 7BI in
turn in)lu$!s only thos! (an0s in this s)h!$ul! 1hi)h satis%y th! )rit!ria lai$
$o1n vi$! s!)tion 3, (<) (a) o% th! A)t.
As on 2-th 9un!# "...# th!r! 1!r! 2-- s)h!$ul!$ (an0s in In$ia havin' a
total n!t1or0 o% <3#."A (ran)h!s. Th! s)h!$ul!$ )o!r)ial (an0s in In$ia
)opris! o% Stat! (an0 o% In$ia an$ its asso)iat!s (A)# nationaliD!$ (an0s
(".)# %or!i'n (an0s (35)# privat! s!)tor (an0s (2,)# )o/op!rativ! (an0s an$
r!'ional rural (an0s.
JS)h!$ul!$ (an0s in In$iaJ !ans th! Stat! Ban0 o% In$ia )onstitut!$ un$!r
th! Stat! Ban0 o% In$ia A)t# ".55 (,2 o% ".55)# a su(si$iary (an0 as $!%in!$
in th! Stat! Ban0 o% In$ia (Su(si$iary Ban0s) A)t# ".5. (2A o% ".5.)# a
)orr!spon$in' n!1 (an0 )onstitut!$ un$!r s!)tion 2 o% th! Ban0in'
@opani!s (A)6uisition an$ Trans%!r o% Un$!rta0in's) A)t# ".?- (5 o%
".?-)# or un$!r s!)tion 2 o% th! Ban0in' @opani!s (A)6uisition an$
Trans%!r o% Un$!rta0in's) A)t# ".A- (3- o% ".A-)# or any oth!r (an0 (!in' a
(an0 in)lu$!$ in th! S!)on$ S)h!$ul! to th! 7!s!rv! Ban0 o% In$ia A)t#
".23 (, o% ".23)# (ut $o!s not in)lu$! a )o/op!rativ! (an0J.
JNon/s)h!$ul!$ (an0 in In$iaJ !ans a (an0in' )opany as $!%in!$ in
)laus! ()) o% s!)tion 5 o% th! Ban0in' 7!'ulation A)t# ".3. ("- o% ".3.)#
1hi)h is not a s)h!$ul!$ (an0J.
T:, ;3//3<1*= .-, +:, S7:,>8/,> B.*?4 1* I*>1. (P8@/17 S,7+3-":
Stat! Ban0 o% In$ia
Stat! Ban0 o% Bi0an!r an$ 9aipur
Stat! Ban0 o% Hy$!ra(a$
Stat! Ban0 o% In$or!
Stat! Ban0 o% Mysor!
Stat! Ban0 o% Saurashtra
Stat! Ban0 o% Travan)or!
An$hra Ban0
Allaha(a$ Ban0
Ban0 o% Baro$a
Ban0 o% In$ia
Ban0 o% Maharashtra
@anara Ban0
@!ntral Ban0 o% In$ia
,3
@orporation Ban0
D!na Ban0
In$ian Bv!rs!as Ban0
In$ian Ban0
Bri!ntal Ban0 o% @o!r)!
4un&a( National Ban0
4un&a( an$ Sin$ Ban0
Syn$i)at! Ban0
Union Ban0 o% In$ia
Unit!$ Ban0 o% In$ia
U@B Ban0
Ki&aya Ban0
T:, ;3//3<1*= .-, +:, S7:,>8/,> B.*?4 1* I*>1. (P-1A.+, S,7+3-":
ING Kysya Ban0 ;t$
A5is Ban0 ;t$
In$usin$ Ban0 ;t$
I@I@I Ban0 ;t$
South In$ian Ban0
HD>@ Ban0 ;t$
@!nturion Ban0 ;t$
Ban0 o% 4un&a( ;t$
IDBI Ban0 ;t$
T:, ;3//3<1*= .-, +:, S7:,>8/,> F3-,1=* B.*?4 1* I*>1.:
A!ri)an E5pr!ss Ban0 ;t$.
ANL Gri$lays Ban0 4l).
Ban0 o% A!ri)a NT & SA
Ban0 o% To0yo ;t$.
Ban6u) National! $! 4aris
Bar)lays Ban0 4l)
@iti Ban0 N.@.
D!uts)h! Ban0 A.G.
Hon'0on' an$ Shan'hai Ban0in' @orporation
Stan$ar$ @hart!r!$ Ban0.
Th! @has! Manhattan Ban0 ;t$.
Dr!s$n!r Ban0 AG.
,5
".3.2 BANKING SERVICES IN INDIA
Gith y!ars# (an0s ar! also a$$in' s!rvi)!s to th!ir )usto!rs. Th! In$ian
(an0in' in$ustry is passin' throu'h a phas! o% )usto!rs ar0!t. Th!
)usto!rs hav! or! )hoi)!s in )hoosin' th!ir (an0s. A )op!tition has
(!!n !sta(lish!$ 1ithin th! (an0s op!ratin' in In$ia.
Gith sti%% )op!tition an$ a$van)!!nt o% t!)hnolo'y# th! s!rvi)!s
provi$!$ (y (an0s hav! (!)o! or! !asy an$ )onv!ni!nt. Th! past $ays
ar! 1itn!ss to an hour 1ait (!%or! 1ith$ra1in' )ash %ro a))ounts or a
)h!6u! %ro north o% th! )ountry (!in' )l!ar!$ in on! onth in th! south.
This s!)tion o% (an0in' $!als 1ith th! lat!st $is)ov!ry in th! (an0in'
instru!nts alon' 1ith th! polish!$ v!rsion o% th!ir ol$ syst!s.
BANK ACCOUNT
Th! ost )oon an$ %irst s!rvi)! o% th! (an0in' s!)tor. Th!r! ar! $i%%!r!nt
typ!s o% (an0 a))ount in In$ian (an0in' s!)tor. Th! (an0 a))ounts ar! as
%ollo1sF
Ban0 Savin's A))ount / Ban0 Savin's A))ount )an (! op!n!$ %or
!li'i(l! p!rson M p!rsons an$ )!rtain or'aniDations M a'!n)i!s (as
a$vis!$ (y 7!s!rv! Ban0 o% In$ia (7BI) %ro ti! to ti!)
Ban0 @urr!nt A))ount / Ban0 @urr!nt A))ount )an (! op!n!$ (y
in$ivi$uals M partn!rship %irs M 4rivat! an$ 4u(li) ;iit!$
@opani!s M HU>s M Sp!)i%i!$ Asso)iat!s M So)i!ti!s M Trusts# !t).
Ban0 T!r D!posits A))ount / Ban0 T!r D!posits A))ount )an (!
op!n!$ (y in$ivi$uals M partn!rship %irs M 4rivat! an$ 4u(li) ;iit!$
@opani!s M HU>sM Sp!)i%i!$ Asso)iat!s M So)i!ti!s M Trusts# !t).
Ban0 A))ount Bnlin! / Gith th! a$van)!!nt o% t!)hnolo'y# th!
a&or (an0s in th! pu(li) an$ privat! s!)tor has %a)iliat!$ th!ir
)usto!r to op!n (an0 a))ount onlin!. Ban0 a))ount onlin! is
r!'ist!r!$ throu'h a 4@ 1ith an int!rn!t )onn!)tion. Th! a$v!nt o%
(an0 a))ount onlin! has sav!$ (oth th! )ost o% op!ration %or (an0s as
1!ll as th! ti! ta0!n in op!nin' an a))ount.
,<
PLASTIC MONEY
@r!$it )ar$s in In$ia ar! 'ainin' 'roun$. A nu(!r o% (an0s in In$ia ar!
!n)oura'in' p!opl! to us! )r!$it )ar$. Th! )on)!pt o% )r!$it )ar$ 1as us!$
in ".5- 1ith th! laun)h o% )har'! )ar$s in USA (y Din!rs @lu( an$
A!ri)an E5pr!ss. @r!$it )ar$ ho1!v!r (!)a! or! popular 1ith us! o%
a'n!ti) strip in ".?-.
@r!$it )ar$ in In$ia (!)a! popular 1ith th! intro$u)tion o% %or!i'n (an0s
in th! )ountry.
@r!$it )ar$s ar! %inan)ial instru!nts# 1hi)h )an (! us!$ or! than on)! to
(orro1 on!y or (uy pro$u)ts an$ s!rvi)!s on )r!$it. Basi)ally (an0s# r!tail
stor!s an$ oth!r (usin!ss!s issu! th!s!.
LOANS
Ban0s in In$ia 1ith th! 1ay o% $!v!lop!nt hav! (!)o! !asy to apply in
loan ar0!t. Th! %ollo1in' loans ar! 'iv!n (y alost all th! (an0s in th!
)ountryF
4!rsonal ;oan
@ar ;oan or Auto ;oan
;oan a'ainst Shar!s
Ho! ;oan
E$u)ation ;oan or Stu$!nt ;oan
In 4!rsonal ;oan# on! )an '!t a san)tion!$ loan aount (!t1!!n 7s ,5#---
to "-# --#--- $!p!n$in' upon th! pro%il! o% p!rson applyin' %or th! loan.
SBI# I@I@I# HD>@# HSB@ ar! so! o% th! l!a$in' (an0s 1hi)h $!als in
4!rsonal ;oan.
Alost all th! (an0s hav! &up!$ into th! ar0!t o% )ar loan 1hi)h is also
so!ti!s t!r!$ as auto loan. It is on! o% th! %ast ovin' %inan)ial
pro$u)ts o% (an0s. @ar loan M auto loan ar! san)tion!$ to th! !5t!nt o% A5I
upon th! !5/sho1roo pri)! o% th! )ar 1ith so! sipl! pap!r 1or0s an$ a
sall aount o% pro)!ssin' %!!.
;oan a'ainst shar!s is v!ry !asy to '!t (!)aus! li6ui$ 'uarant!! is involv!$
in it.
Ho! loan is th! lat!st )raD! in th! (an0in' s!)tor 1ith th! $!v!lop!nt o%
th! in%rastru)tur!. No1 p!opl! ar! ovin' to to1nship outsi$! th! )ity.
,?
Mor! nu(!r o% to1nships is )oin' up to !!t th! $!an$ o% Hhous! %or
allH. Th! 7BI has also li(!ralis!$ th! int!r!st rat!s o% ho! loan in or$!r to
at)h th! r!pay!nt )apa(ility o% !v!n i$$l! )lass p!opl!. Alost all
(an0s ar! $!alin' in ho! loan. A'ain SBI# I@I@I# HD>@# HSB@ ar!
l!a$in'.
Th! !$u)ational loan# rath!r to (! t!r!$ as stu$!nt loan# is a 'oo$ (an0in'
pro$u)t %or th! ass. Stu$!nts 1ith )!rtain a)a$!i) (rillian)!# stu$yin' at
r!)o'nis!$ )oll!'!sMuniv!rsiti!s in In$ia an$ a(roa$ ar! '!n!rally 'iv!n
!$u)ation loan M stu$!nt loan so as to !!t th! !5p!ns!s on tuition %!!M
aint!nan)! )ostM(oo0s an$ oth!r !6uip!nt.

MONEY TRANSFER
B!si$! l!n$in' an$ $!positin' on!y# (an0s also )arry on!y %ro on!
)orn!r o% th! 'lo(! to anoth!r. This a)t o% (an0s is 0no1n as trans%!r o%
on!y. This a)tivity is t!r!$ as r!ittan)! (usin!ss. Ban0s '!n!rally issu!
D!an$ Dra%ts# Ban0!rHs @h!6u!s# Mon!y Br$!rs or oth!r su)h instru!nts
%or trans%!rrin' th! on!y. This is a typ! o% T!l!'raphi) Trans%!r or T!l!
@ash Br$!rs.
".3.3 FUTURE OF BANKING IN INDIA
A h!althy (an0in' syst! is !ss!ntial %or any !)onoy strivin' to a)hi!v!
'oo$ 'ro1th an$ y!t r!ain sta(l! in an in)r!asin'ly 'lo(al (usin!ss
!nviron!nt. Th! In$ian (an0in' syst! has 1itn!ss!$ a s!ri!s o% r!%ors
in th! past# li0! $!r!'ulation o% int!r!st rat!s# $ilution o% 'ov!rn!nt sta0! in
4SBs# an$ in)r!as!$ parti)ipation o% privat! s!)tor (an0s. It has also
un$!r'on! rapi$ )han'!s# r!%l!)tin' a nu(!r o% un$!rlyin' $!v!lop!nts.
This tr!n$ has )r!at!$ n!1 )op!titiv! thr!ats as 1!ll as n!1 opportuniti!s.
This pap!r ais to %or!s!! a&or %utur! (an0in' tr!n$s# (as!$ on th!s! past
an$ )urr!nt ov!!nts in th! ar0!t.
Giv!n th! )op!titiv! ar0!t# (an0in' 1ill (an$ to a 'r!at !5t!nt alr!a$y
has) (!)o! a pro)!ss o% )hoi)! an$ )onv!ni!n)!. Th! %utur! o% (an0in'
1oul$ (! in t!rs o% int!'ration. This is alr!a$y (!)oin' a r!ality 1ith
n!1/a'! (an0s su)h as CES Ban0# an$ oth!rs too a$optin' a sin'l!/4IN.
G!o'raphy 1ill no lon'!r (! an inhi(itor. T!)hnolo'y 1ill prov! to (! th!
,A
$i%%!r!ntiator in th! short/t!r (ut th! $ynai) !nviron!nt 1ill soon l!a$
to its saturation an$ 1hat 1ill ultiat!ly (! th! 0!y to su))!ss 1ill (! a
(!tt!r r!lationship ana'!!nt.
".3.5 OVERVIE#
I% on! 1!r! to say that th! %utur! o% (an0in' in In$ia is (ri'ht# it 1oul$ (! a
'ross un$!rstat!!nt. Gith th! 'ro1in' )op!tition an$ )onv!r'!n)! o%
s!rvi)!s# th! )usto!rs (you an$ I) stan$ only to (!n!%it or! to say th!
l!ast. At th! sa! ti!# !!r'!n)! o% a ultitu$! o% )opl!5 %inan)ial
instru!nts is %or!s!!n in th! n!ar %utur! (th! tr!n$ is visi(l! in th! )urr!nt
s)!nario too) 1hi)h is (oun$ to )on%us! th! )usto!r or! than !v!r unl!ss
sh! sp!n$s hours (ay(! $ays) to un$!rstan$ th! sa!. H!n)!# I s!! a
'ro1in' tr!n$ to1ar$s th! iportan)! o% r!lationship ana'!rs. Th! su))!ss
(or %ailur!) o% any (an0 1oul$ $!p!n$ not only on tappin' th! untapp!$
)usto!r (as! (%ro oth!r $!part!nts o% th! sa! (an0# )usto!rs o%
r!lat!$ siilar institutions or thos! o% th! )op!titors) (ut also on th!
!%%!)tiv!n!ss in r!tainin' th! !5istin' (as!.
In$ia has 1itn!ss to a s!a )han'! in th! 1ay (an0in' is $on! in th! past
or! than t1o $!)a$!s. Sin)! ".."# th! 7!s!rv! Ban0 o% In$ia (7BI) too0
st!ps to r!%or th! In$ian (an0in' syst! at a !asur!$ pa)! so that 'ro1th
)oul$ (! a)hi!v!$ 1ithout !5posur! to any a)ro/!nviron!nt an$ syst!i)
ris0s. So! o% th!s! initiativ!s 1!r! $!r!'ulation o% int!r!st rat!s# $ilution o%
th! 'ov!rn!nt sta0! in pu(li) s!)tor (an0s (4SBs)# 'ui$!lin!s (!in' issu!$
%or ris0 ana'!!nt# ass!t )lassi%i)ation# an$ provisionin'. T!)hnolo'y has
a$! tr!!n$ous ipa)t in (an0in'. 8Anywhere banking: an$ 8Anytime
banking: hav! (!)o! a r!ality. Th! %inan)ial s!)tor no1 op!rat!s in a or!
)op!titiv! !nviron!nt than (!%or! an$ int!r!$iat!s r!lativ!ly lar'!
volu! o% int!rnational %inan)ial %lo1s. In th! 1a0! o% 'r!at!r %inan)ial
$!r!'ulation an$ 'lo(al %inan)ial int!'ration# th! (i''!st )hall!n'! (!%or!
th! r!'ulators is o% avoi$in' insta(ility in th! %inan)ial syst!.
".5 CUSTOMER SATISFACTION
,.
@usto!r satis%a)tion r!%!rs to th! !5t!nt to 1hi)h )usto!rs ar! happy 1ith
th! pro$u)ts an$ s!rvi)!s provi$!$ (y a (usin!ss.@usto!r satis%a)tion
l!v!ls )an (! !asur!$ usin' surv!y t!)hni6u!s an$ 6u!stionnair!s
DEFINITIONS:
D,;1*1+13* 1: @usto!r satis%a)tion is !6uival!nt to a0in' sur! that
pro$u)t an$ s!rvi)! p!r%oran)! !!ts )usto!r !5p!)tations.
D,;1*1+13* 2: @usto!r satis%a)tion is th! p!r)!ption o% th! )usto!r that
th! out)o! o% a (usin!ss transa)tion is !6ual to or 'r!at!r than hisMh!r
!5p!)tation.
Gainin' hi'h l!v!ls o% )usto!r satis%a)tion is v!ry iportant to a (usin!ss
(!)aus! satis%a)tion )usto!rs ar! ost li0!ly to (! loyal an$ to a0! r!p!at
or$!rs an$ to us! a 1i$! ran'! o% s!rvi)!s o%%!r!$ (y a (usin!ss
Th!r! ar! any %a)tors 1hi)h l!a$ in hi'h l!v!ls o% )usto!r satis%a)tion
in)lu$in'.4ro$u)ts an$ s!rvi)!s 1hi)h ar! )usto!r %o)us!$ an$ h!n)!
provi$! hi'h l!v!ls o% valu! %or on!y.
Ghat is )l!ar a(out )usto!r satis%a)tion is that )usto!rs ar! ost li0!ly to
appr!)iat! th! 'oo$s an$ s!rvi)!s that th!y (uy i% th!y ar! a$! to %!!l
sp!)ial. This o))urs 1h!n th!y %!!l that th! pro$u)ts an$ s!rvi)!s that th!y
(uy hav! (!!n sp!)ially pro$u)!$ %or th! or %or p!opl! li0! th!.
BENEFITS OF CUSTOMER SATISFACTION
2-
Th! iportan)! o% )usto!r satis%a)tion an$ support is in)r!asin'ly
(!)oin' a vital (usin!ss issu! as or'aniDation r!aliD! th! (!n!%its o%
@usto!r 7!lationship Mana'!!nt (@7M) %or provi$in' !%%!)tiv!
)usto!r s!rvi)!. 4ro%!ssionals 1or0in' 1ithin )usto!r/%o)us!$ (usin!ss
or thos! runnin' )all )!nt!rs or h!lp $!s0s# n!!$ to 0!!p in%or!$ a(out th!
lat!st )usto!r satis%a)tion t!)hni6u!s %or runnin' a valua(l! )usto!r
s!rvi)! %un)tion. >ro sall )usto!r s!rvi)! $!part!nts to lar'! )all
)!nt!rs# th! iportan)! o% $!v!lopin' a valu!$ r!lationship 1ith )usto!rs
usin' @7M is !ss!ntial to support )usto!r an$ lon'/t!r (usin!ss 'ro1th.
#:.+ D3 C84+32,-4 #.*+B
B!%or! 1! (!'in to )r!at! tools to !asur! th! l!v!l o% satis%a)tion# it is
iportant to $!v!lop a )l!ar un$!rstan$in' o% 1hat !5a)tly th! )usto!r
1ants. G! n!!$ to 0no1 1hat our )usto!rs !5p!)t %ro th! pro$u)ts an$
s!rvi)!s 1! provi$!.
@usto!r !5p!)tations hav! t1o typ!s N
E5pr!ss!$
Ipli!$
E05-,44,> @usto!r E5p!)tations ar! thos! r!6uir!!nts that ar! 1ritt!n
$o1n n th! )ontra)t an$ a'r!!$ upon (y (oth parti!s %or !5apl!# pro$u)t
sp!)i%i)ations an$ $!liv!ry r!6uir!!nts. Suppli!r:s p!r%oran)! a'ainst
th!s! r!6uir!!nts is ost o% th! it!s $ir!)tly !asura(l!.
I25/1,> @usto!r E5p!)tations ar! not 1ritt!n or spo0!n (ut ar! th! on!s
th! )usto!r 1oul$ 8!5p!)t: th! suppli!r to !!t n!v!rth!l!ss. >or !5apl!#
2"
a )usto!r 1oul$ !5p!)t th! s!rvi)! r!pr!s!ntativ! 1ho )alls on hi to (!
0no1l!$'!a(l! an$ )op!t!nt to solv! a pro(l! on th! spot.
Th!r! ar! any r!asons 1hy )usto!r !5p!)tations ar! li0!ly to )han'!
ov!rti!. 4ro)!ss iprov!!nts# a$v!nt o% n!1 t!)hnolo'y# )han'!s in
)usto!r:s prioriti!s# iprov!$ 6uality o% s!rvi)! provi$!$ (y )op!titors
ar! &ust a %!1 !5apl!s.
Th! )usto!r is al1ays ri'ht. Suppli!r:s &o( is to provi$! th! )usto!r 1hat
h!Msh! 1ants# 1h!n h!Msh! 1ants it. @usto!r satis%a)tion is )usto!r:s
p!r)!ption that a suppli!r has !t or !5)!!$!$ th!ir !5p!)tations.
#HAT CONSTITUTES SATISFACTIONB
G! )annot )r!at! )usto!r satis%a)tion &ust (y !!tin' )usto!r:s
r!6uir!!nts %ully (!)aus! th!s! hav! to (! !t in any )as!. Ho1!v!r
%ailin' short is )!rtain to )r!at! $issatis%a)tion
M.C3- A++-1@8+,4 3; 784+32,- 4.+14;.7+13* 1* @.*?1*= 1*>84+-9 7.* @,
4822.-16,> .4:
4ro$u)t 6uality
4r!iu But%lo1
7!turn on Inv!st!nt
S!rvi)!s
7!sponsiv!n!ss an$ a(ility to r!solv! )oplaints an$ r!&!)t r!ports.
Bv!rall )ouni)ation# a))!ssi(ility an$ attitu$!.
#HAT ARE THE TOOLSB
2,
@usto!r !5p!)tations )an (! i$!nti%i!$ usin' various !tho$s su)h asF
4!rio$i) )ontra)t r!vi!1s
Mar0!t r!s!ar)h
T!l!phoni) int!rvi!1s
4!rsonal visits
Garranty r!)or$s
In%oral $is)ussions
Satis%a)tion surv!ys
D!p!n$in' upon th! )usto!r (as! an$ availa(l! r!sour)!s# 1! )an )hoos! a
!tho$ that is ost !%%!)tiv! in !asurin' th! )usto!r:s p!r)!ptions. Th!
purpos! o% th! !5!r)is! is to i$!nti%y prioriti!s %or iprov!!nts. G! ust
$!v!lop a !tho$ or )o(ination o% !tho$s that h!lps to )ontinually
iprov! s!rvi)!.
CUSTOMER SATISFACTION SURVEYS
>oral surv!y has !!r'!$ as (y %ar th! (!st !tho$ o% p!rio$i)ally th!
)usto!r satis%a)tion. Th! surv!y ar! not ar0!tin' tools (ut an in%oration
O'ainin' tool. Enou'h ho!1or0 n!!$s to (! (!%or! !(ar0in' on th!
a)tual surv!y. This in)lu$!sF
D!%inin' B(&!)tiv!s o% th! Surv!y
D!si'n Surv!y approa)h
D!v!lop 6u!stionnair!s an$ %ors
A$inist!r Surv!y (Eail# T!l!phon! or 4ost)
M!tho$ o% )opilin' $ata an$ analyDin' th! %in$in's
>orat o% th! r!port to pr!s!nt th! %in$in's
22
Th!r! is no point in as0in' irr!l!vant 6u!stions on a )usto!r satis%a)tion
6u!stionnair!. Th! (asi) purpos! is to %in$ out 1hat 1! ar! $oin' ri'ht or
1ron'. Gh!r! is th! s)op! %or iprov!!nt# 1h!r! $o 1! stan$ vis/P/vis
oth!r suppli!rs. Ho1 1! )an s!rv! th! )usto!r (!tt!rQ
A 784+32,- 4.+14;.7+13* 2,.48-,2,*+ 48-A,9 4:38/> .+ /,.4+ 1>,*+1;9 +:,
;3//3<1*= 3@C,7+1A,4:
Iportan)! to )usto!rs (@usto!rs prioriti!s)
@usto!r:s p!r)!ption o% suppli!r:s p!r%oran)!
Cour p!r%oran)! r!lativ! to )usto!r:s prioriti!s.
4rioriti!s %or iprov!!nt
Surv!y %ors shoul$ (! !asy to %ill out 1ith iniu aount o% ti! an$
!%%orts on )usto!r:s part. Th!y shoul$ (! $!si'n!$ to a)tiv!ly !n)oura'!
th! )usto!r to )opl!t! th! 6u!stions. C!t th!y ust provi$! a))urat! $ata
shoul$ also (! su%%i)i!ntly r!lia(l! %or ana'!!nt $!)ision a0in'. This
)an (! a)hi!v!$ (y in)orporatin' o(&!)tiv! typ! 6u!stions 1h!r! )usto!r
has to *rat!+ on s)al! o% say " to "-. >or r!p!at!$ surv!ys# you )oul$ provi$!
th! ratin' that 1as pr!viously a))or$!$ (y th! )usto!r. This 1or0s li0! a
r!%!r!n)! point %or th! )usto!r.
Spa)! shoul$ al1ays (! provi$!$ %or th! )usto!rs o1n opinions this
!na(l!s th! to stat! any a$$itional r!6uir!!nts or r!port any short)oin's
that ar! not )ov!r!$ (y th! o(&!)tiv! 6u!stions.
23
Norally# 1! $!al various p!rsonn!l at various l!v!ls in th! )usto!r:s
or'aniDationOth! (uy!r# us!r# r!)!ivin' insp!)tor# %inan)! an$ pur)has!
p!rson !t). surv!yin' a nu(!r o% r!spon$!nts %or !a)h )usto!r 'iv!s a
)opl!t! p!rsp!)tiv! o% )usto!r satis%a)tion. It ay (! n!)!ssary to $!vi)!
a $i%%!r!nt 6u!stionnair! %or !a)h o% th!.
7!spon$!nts ust (! provi$!$ a 1ay to !5pr!ss th! iportan)! th!y atta)h
to various surv!y para!t!rs. 7!spon$!nts shoul$ (! as0!$ to 'iv! a
1!i'htin' %a)tor# a'ain on a ratin' s)al! o% say# " to "-# %or !a)h
r!6uir!!nt. This 'iv!s a (!tt!r in$i)ation o% r!lativ! iportan)! o% !a)h
para!t!r to1ar$s ov!rall )usto!r satis%a)tion an$ a0!s it !asi!r %or
suppli!rs to prioritiD! th!ir a)tion plans (y )oparin' th! p!r%oran)! ratin'
(s)or!s) 1ith iportan)! ratin' (1!i'hin').
25

CHAPTER 2
COMPANY PROFILE
2<

, INTRODUCTION
P8*C.@ N.+13*./ B.*? 3; I*>1.# th! %irst In$ian (an0 start!$ only 1ith
In$ian )apital# 1as nationaliD!$ in 9uly ".<. an$ )urr!ntly th! (an0 has
(!)o! a %ront/lin! (an0in' institution in In$ia 1ith 35,5 B%%i)!s in)lu$in'
32, E5t!nsion @ount!rs. Th! )orporat! o%%i)! o% th! (an0 is at N!1 D!lhi.
4un&a( National Ban0 o% In$ia has s!t up r!pr!s!ntativ! o%%i)!s at Alaty
(RaDa0histan)# Shan'hai (@hina) an$ in ;on$on an$ a %ull %l!$'!$ Bran)h in
Ra(ul (A%'hanistan).
4un&a( National Ban0 1ith 33.? o%%i)!s an$ th! lar'!st nationaliD!$ (an0 is
s!rvin' its 2.5 )ror! )usto!rs 1ith th! %ollo1in' 1i$! vari!ty o% (an0in'
s!rvi)!sF
@orporat! (an0in'
4!rsonal (an0in'
In$ustrial %inan)!
A'ri)ultural %inan)!
>inan)in' o% tra$!
Int!rnational (an0in'
4un&a( National Ban0 has (!!n ran0!$ 2Ath aon'st top 5-- )opani!s (y
Th! E)onoi) Ti!s. 4NB has !arn!$ .th position aon' top 5- trust!$
(ran$s in In$ia.
4un&a( National Ban0 In$ia aintains r!lationship 1ith or! than ,--
l!a$in' int!rnational (an0s 1orl$ 1i$!. 4NB In$ia has 7up!! Dra1in'
Arran'!!nts 1ith "5 !5)han'! )opani!s in UAE an$ " in Sin'apor!.
2.1 HISTORY OF THE BANK
P8*C.@ N.+13*./ B.*? (4NB) 1as r!'ist!r!$ on May ".# "A.3 un$!r th!
In$ian @opani!s A)t 1ith its o%%i)! in Anar0ali BaDaar ;ahor!. Th! Ban0
is th! s!)on$ lar'!st 'ov!rn!nt/o1n!$ )o!r)ial (an0 in In$ia 1ith
a(out 3#5-- (ran)h!s a)ross ?<3 )iti!s. It s!rv!s ov!r 2? illion )usto!rs.
Th! (an0 has (!!n ran0!$ ,3Ath (i''!st (an0 in th! 1orl$ (y Ban0!rs
Alana)# ;on$on. Th! (an0Hs total ass!ts %or %inan)ial y!ar ,--? 1!r! a(out
2?
USS<- (illion. 4NB has a (an0in' su(si$iary in th! UR# as 1!ll as (ran)h!s
in Hon' Ron' an$ Ra(ul# an$ r!pr!s!ntativ! o%%i)!s in Alaty# Du(ai# Bslo#
an$ Shan'hai.
"A.5F 4NB )o!n)!$ its op!rations in ;ahor!. 4NB has th!
$istin)tion o% (!in' th! %irst In$ian (an0 to hav! (!!n start!$ sol!ly
1ith In$ian )apital that has surviv!$ to th! pr!s!nt. (Th! %irst !ntir!ly
In$ian (an0# th! Bu)h @o!r)ial Ban0# 1as !sta(lish!$ in "AA" in
>aiDa(a$# (ut %ail!$ in ".5A.) 4NBHs %oun$!rs in)lu$!$ s!v!ral l!a$!rs
o% th! S1a$!shi ov!!nt su)h as Dyal Sin'h Ma&ithia an$ ;ala
HarRish!n ;al#
T"U
;ala ;al)han$# Shri Rali 4rosanna 7oy# Shri E.@.
9!ssa1ala# Shri 4ra(hu Dayal# Ba0shi 9aishi 7a# an$ ;ala Dholan
Dass. ;ala ;a&pat 7ai 1as a)tiv!ly asso)iat!$ 1ith th! ana'!!nt o%
th! Ban0 in its !arly y!ars.
".-3F 4NB !sta(lish!$ (ran)h!s in Rara)hi an$ 4!sha1ar.
".3-F 4NB a(sor(!$ Bha'1an Dass Ban0# a s)h!$ul!$ (an0 lo)at!$
in D!lhi )ir)l!.
".3?F 4artition o% In$ia an$ 4a0istan at In$!p!n$!n)!. 4NB lost its
pr!is!s in ;ahor!# (ut )ontinu!$ to op!rat! in 4a0istan.
".5"F 4NB a)6uir!$ th! 2. (ran)h!s o% Bharat Ban0 (!st. ".3,)=
Bharat Ban0 (!)a! Bharat Ni$hi ;t$.
".<"F 4NB a)6uir!$ Univ!rsal Ban0 o% In$ia.
".<2F Th! Gov!rn!nt o% Bura nationaliD!$ 4NBHs (ran)h in
7an'oon (Can'on).
S!pt!(!r ".<5F A%t!r th! In$o/4a0 1ar th! 'ov!rn!nt o% 4a0istan
s!iD!$ all th! o%%i)!s in 4a0istan o% In$ian (an0s# in)lu$in' 4NBHs
h!a$ o%%i)!# 1hi)h ay hav! ov!$ to Rara)hi. 4NB also ha$ on! or
or! (ran)h!s in East 4a0istan (Ban'la$!sh).
".<-sF 4NB aal'aat!$ In$o @o!r)ial Ban0 (!st. ".22) in a
r!s)u!.
".<.F Th! Gov!rn!nt o% In$ia (GBI) nationaliD!$ 4NB an$ "2 oth!r
a&or )o!r)ial (an0s# on 9uly ".# ".<..
".?< or ".?AF 4NB op!n!$ a (ran)h in ;on$on.
".A< Th! 7!s!rv! Ban0 o% In$ia r!6uir!$ 4NB to trans%!r its ;on$on
(ran)h to Stat! Ban0 o% In$ia a%t!r th! (ran)h 1as involv!$ in a %rau$
s)an$al.
".A<F 4NB a)6uir!$ Hin$ustan @o!r)ial Ban0 (!st. ".32) in a
r!s)u!. Th! a)6uisition a$$!$ Hin$ustanHs "3, (ran)h!s to 4NBHs
n!t1or0.
"..2F 4NB a)6uir!$ N!1 Ban0 o% In$ia# 1hi)h th! GBI ha$
nationaliD!$ in ".A-.
2A
"..AF 4NB s!t up a r!pr!s!ntativ! o%%i)! in Alaty# RaDa0hstan.
,--2F 4NB too0 ov!r N!$un'a$i Ban0# th! ol$!st privat! s!)tor (an0
in R!rala. 7ao Baha$ur T.M. Appu N!$un'a$i# author o% Run$alatha#
on! o% th! !arli!st nov!ls in Malayala# ha$ !sta(lish!$ th! (an0 in
"A... It 1as in)orporat!$ in "."2# an$ in ".<5 ha$ a)6uir!$ s!l!)t!$
ass!ts an$ $!posits o% th! @oi(ator! National Ban0. At th! ti! o%
th! !r'!r 1ith 4NB# N!$un'a$i Ban0Hs shar!s ha$ D!ro valu!# 1ith
th! r!sult that its shar!hol$!rs r!)!iv!$ no pay!nt %or th!ir shar!s.
4NB also op!n!$ a r!pr!s!ntativ! o%%i)! in ;on$on.
,--3F 4NB !sta(lish!$ a (ran)h in Ra(ul# A%'hanistan.
4NB also op!n!$ a r!pr!s!ntativ! o%%i)! in Shan'hai.
4NB !sta(lish!$ an allian)! 1ith Ev!r!st Ban0 in N!pal that p!rits
i'rants to trans%!r %un$s !asily (!t1!!n In$ia an$ Ev!r!st Ban0Hs ",
(ran)h!s in N!pal.
,--5F 4NB op!n!$ a r!pr!s!ntativ! o%%i)! in Du(ai.
,--?F 4NB !sta(lish!$ 4NBI; / 4un&a( National Ban0 (Int!rnational)
/ in th! UR# 1ith t1o o%%i)!s# on! in ;on$on# an$ on! in South Hall.
Sin)! th!n it has op!n!$ a thir$ (ran)h in ;!i)!st!r# an$ is plannin' a
%ourth in Birin'ha. Gatin Gupta (!)a! @hair!n o% 4un&a(
National Ban0.
,--AF 4NB op!n!$ a (ran)h in Hon' Ron'.
,--.F 4NB op!n!$ a r!pr!s!ntativ! o%%i)! in Bslo# Nor1ay.
2.2 ACHIEVEMENTS
4un&a( National Ban0 announ)!$ its E">C,-"- r!sults on ,. 9uly
,--.# $!liv!rin' <,I y/o/y 'ro1th in n!t pro%its to 7sA2, )ror!
(7s5",)r)# su(stantially ah!a$ o% !5p!)tations on a))ount o% lar'!
tr!asury 'ains# apart %ro h!althy op!ratin' p!r%oran)!.
Ghil! th! (an0:s $!posit 'ro1th 1as r!asona(ly ro(ust at 3.3I
s!6u!ntially an$ ,<.5I y/o/y# unli0! th! p!!rs its 'ro1th in
a$van)!s also r!ain!$ stron' at 2AI y/o/y.
2.
In spit! o% (!in' at th! %or!%ront o% 4;7 )uts# th! (an0 post!$ a
h!althy 'ro1th in N!t Int!r!st In)o! (NII) o% ,.I y/o/y.
Bth!r In)o! sur'!$ ""2I y/o/y# $riv!n (y stron' tr!asury 'ains
o% 7s255 )ror! $urin' th! 6uart!r in lin! 1ith in$ustry tr!n$s# !v!n
as >!! in)o! 1as also ro(ust at 35I y/o/y# on th! (a)0 o% stron'
(alan)! sh!!t 'ro1th.
Bp!ratin' !5p!ns!s 1!r! hi'h!r than !5p!)t!$ on a))ount o%
7s"5- )ror! o% provisions %or iin!nt 1a'! hi0!s.
Gross an$ N!t N4A ratios r!ain!$ sta(l! s!6u!ntially at ".AI
an$ -.,I# 1ith th! (an0 not a$optin' th! 'ui$!lin!s o% tr!atin'
%loatin' provisions as part o% ti!r , )apital inst!a$ o% a$&ustin'
a'ainst N4As on !5pr!ss p!rission %ro th! 7BI.
2.% VISION AND MISSION
V1413*
To !volv! an$ position th! (an0 as a 1orl$ )lass# pro'r!ssiv!# )ost
!%%!)tiv! an$ )usto!r %ri!n$ly institution provi$in'
)opr!h!nsiv! %inan)ial an$ r!lat!$ s!rvi)!s.
Int!'ratin' %ronti!rs o% t!)hnolo'y an$ s!rvin' various s!'!nts o%
so)i!ty !sp!)ially 1!a0!r s!)tion.
@oit!$ to !5)!ll!n)! in s!rvin' th! pu(li) an$ also !5)!llin' in
)orporat! valu!s
M14413*
3-
To provi$! !5)!ll!nt pro%!ssional s!rvi)!s an$ iprov! its position
as a l!a$!r in %inan)ial an$ r!lat!$ s!rvi)!s.
Buil$ an$ aintain a t!a o% otivat!$ 1or0%or)! 1ith hi'h 1or0
!thos.
Us! lat!st t!)hnolo'y ai!$ at )usto!r satis%a)tion an$ a)t as an
!%%!)tiv! )atalyst %or so)io !)onoi) $!v!lop!nt.
,.3 VALUES AND ETHICS
Bon$in' an$ Int!'rity
Ethi)al )on$u)t
4!rio$i) $is)losur!
@on%i$!ntiality an$ %air $!alin'
@oplian)! 1ith rul!s an$ r!'ulations
,.5 PRODUCTS AND SERVICES
S.A1*=4 F8*> A7738*+ - Total >r!!$o Salary A))ount# 4NB 4ru$!nt
S1!!p# 4NB Ki$yarthi S> A))ount# 4NB Mitra S>
A7738*+ C8--,*+ A7738*+ - 4NB Kai(hav# 4NB Gaurav# 4NB Sart
7oa!r
F10,> D,5341+ S7:,2,4 - Sp!)tru >i5!$ D!posit S)h!!# Anupa
A))ount# Maha(a)hat S)h!!s# Multi B!n!%it D!posit
S7:,2, C-,>1+ S7:,2,4 - >l!5i(l! Housin' ;oan# @ar >inan)!# 4!rsonal
;oan# @r!$it @ar$s
3"
S371./ B.*?1*= - Mahila U$ya Ni$hi S)h!!# Rrishi @ar$# 4NB >ar!rs
G!l%ar! Trust
C3-53-.+, B.*?1*= - Gol$ @ar$ s)h!! %or !5port!rs# EVIM %inan)!
B841*,44 S,7+3- - 4NB Rari'ar )r!$it )ar$# 4NB Rushal U$hai# 4NB
4ra'ati U$hai# 4NB Ki0as U$hai
Apart %ro th!s!# an$ th! 4NB also o%%!rs lo)0!r %a)iliti!s# s!nior )itiD!ns
s)h!!s# 44> s)h!!s an$ various E/s!rvi)!s.
,.< A#ARDS AND DISTINCTIONS
7an0!$ aon' top 5- )opani!s (y th! l!a$in' %inan)ial $aily#
E)onoi) Ti!s.
7an0!$ as 2,2r$ (i''!st (an0 in th! 1orl$ (y Ban0!rs Alana)
(9anuary ,--<)# ;on$on.
Earn!$ .th pla)! aon' In$iaHs Most Trust!$ top 5- s!rvi)! (ran$s in
E)onoi) Ti!s/ A.@ Ni!lson Surv!y.
In)lu$!$ in th! top "--- (an0s in th! 1orl$ a))or$in' to Th! Ban0!r#
;on$on.
Gol$!n 4!a)o)0 A1ar$ %or E5)!ll!n)! in @orporat! Gov!rnan)! /
,--5 (y Institut! o% Dir!)tors.
>I@@IHs 7ural D!v!lop!nt A1ar$ %or E5)!ll!n)! in 7ural
D!v!lop!nt N ,--5
3,
2.D ORGANI&ATIONAL STRUCTURE
HEAD B>>I@E
?# BHIRA9I @AMA 4;A@E# NEGDE;HI/<<
7EGIBNA; B>>I@ES (3A)
LBNA; B>>I@ES (,5)
B7AN@HES (35,5)
32
CHAPTER %
LITERATURE REVIE#
2." CONSUMER RESEARCH IN DIFFERENT DISCIPLINES
A )onsi$!ra(l! (o$y o% lit!ratur! !5ists on )onsuption# )onsu!r
(!haviour an$ )onsu!r $!)ision a0in' pro)!ss.
33
Most o% th! )onsu!r r!s!ar)h %o)us!$ on a$opt!r )at!'ori!s# ha(its#
attitu$!s an$ int!ntions rath!r that on a)tually !asurin' th! satis%a)tion
l!v!l 1ith th! s!rvi)!.
2."." CONSUMER SATISFACTION PROCESS
Th! paraount 'oal o% ar0!tin' is to un$!rstan$ th! )usto!r an$ to
in%lu!n)! (uyin' (!haviour.
Th! pro)!ss )an (! $!pi)t!$ as %ollo1sF/
N!!$ r!)o'nition/ r!aliDation o% th! $i%%!r!n)! (!t1!!n th! $!sir!$
an$ th! )urr!nt situation that s!rv!s as a tri''!r %or !ntir! pro)!ss.
S!ar)h %or in%oration.
4r! pur)has! alt!rnativ! !valuation.
@onsuption(utiliDation o% th! pro)ur!$ option)
4ost pur)has! alt!rnativ! r!/!valuation.
Div!st!nt($isposal o% th! un)onsu!$ pro$u)t an$ it:s r!nants)
2., #AYS FOR MAINTAINING RELATIONS #ITH THE
CUSTOMERS ADOPTED BY PNB
35
Th! a(ility o% th! (an0in' in$ustry to a)hi!v! th! so)io/!)onoi) o(&!)tiv!s
an$ in th! pro)!ss (rin'in' or! an$ or! )usto!rs into its %ol$ 1ill
ultiat!ly $!p!n$ on th! satis%a)tion o% th! )usto!rs. G! hav! a stron'
(!li!% that a satis%i!$ )usto!r is th! %or!ost %a)tor in $!v!lopin' our
(usin!ss.
A n!!$ 1as %!lt (y us at 4un&a( National Ban0 that in or$!r to (!)o! or!
)usto!rs %ri!n$ly th! Ban0 shoul$ )o! out 1ith @hart!r o% its s!rvi)!s %or
th! )usto!rs. @itiD!nsH @hart!r )on)!pt 1as )onsi$!r!$ as a (as! instru!nt
to %ill this n!!$ an$ a))or$in'ly this $o)u!nt 1as pr!par!$. This $o)u!nt
1as a$! in )onsultation 1ith th! us!rs an$ hi'hli'hts our Ban0Hs
)oit!nts to1ar$s th! )usto!r satis%a)tion# thus !nsurin' a))ounta(ility
an$ r!sponsi(ility aon'st its o%%i)ials an$ sta%%. This @o$! %or )usto!rs
not only !5plains our )oit!nt an$ r!sponsi(iliti!s alon' 1ith th!
r!$r!ss!$ !tho$s (ut also sp!)i%i!s th! o(li'ation on th! part o% )usto!rs
%or h!althy pra)ti)!s in @usto!r/Ban0!r r!lationships.
This is not a l!'al $o)u!nt )r!atin' ri'hts an$ o(li'ations. Th! @o$! has
(!!n pr!par!$ to proot! %air (an0in' pra)ti)!s an$ to 'iv! in%oration in
r!sp!)t o% various a)tiviti!s r!latin' to )usto!r s!rvi)!.
G! 1ish to a)0no1l!$'! th! initiativ! ta0!n (y th! Ministry o% >inan)!#
Gov!rn!nt o% In$ia an$ Ministry o% A$inistrativ! 7!%ors an$ 4u(li)
Gri!van)!s %or !n)oura'in' us to (rin' out this @o$!.
G! aintain )onstant )onsultations 1ith our )li!nt!l! throu'h various
S!inars# @usto!r M!!ts# !t). to !valuat! iprov! an$ 1i$!n th! ran'! o%
s!rvi)! to )usto!r. Ho1!v!r# all our )usto!rs ar! r!6u!st!$ to 0!!p us
in%or!$ o% th!ir !5p!ri!n)!s a(out th! various s!rvi)!s r!n$!r!$ (y th!
Ban0 an$ %!!l %r!! to )o!nt on this @o$!. G! int!n$ to (rin' it out in
any 7!'ional ;an'ua'!s in su(s!6u!nt y!ars.
COMMON PRACTICES FOLLO#ED BY PNB BRANCHES
3<
W Display (usin!ss hours.
W 7!n$!r )ourt!ous s!rvi)!s.
W Att!n$ to all )usto!rs pr!s!nt in th! (an0in' hall at th! )los! o%
(usin!ss hours.

W 4rovi$! s!parat! HEn6uiryH or HMay I h!lp youH )ount!r at lar'! (ran)h!s.

W B%%!r noination %a)ility to all $!posit a))ounts (i.!. a))ount op!n!$ in
in$ivi$ual )apa)ity) an$ all sa%! $!posit lo)0!r hir!rs (i.!. in$ivi$ual hir!rs).
W Display int!r!st rat!s %or various $!posit s)h!!s %ro ti! to ti!.
W Noti%y )han'! in int!r!st rat!s on a$van)!s.
W 4rovi$! $!tails o% various $!posit s)h!!sMs!rvi)!s o% th! Ban0.
W Issu! D!an$ Dra%ts# 4ay Br$!rs# !t).
W Display Ti!/Nors %or various (an0in' transa)tions.
W 4ay int!r!st %or $!lay!$ )r!$it o% outstation )h!6u!s# as a$vis!$ (y
7!s!rv! Ban0 o% In$ia (7BI) %ro ti! to ti!.
W A))or$ i!$iat! )r!$it in r!sp!)t o% outstation an$ lo)al )h!6u!s upto a
sp!)i%i!$ liit su(&!)t to )!rtain )on$itions# as a$vis!$ (y 7BI %ro ti! to
ti!.
W 4rovi$! )oplaintMsu''!stion (o5 in th! (ran)h pr!is!s.
W Display a$$r!ss o% 7!'ionalMLonal an$ @!ntral B%%i)!s as 1!ll as No$al
B%%i)!r $!alin' 1ith )usto!r 'ri!van)!sM)oplaints.
3?
CHAPTER '
ANA;CSIS
TABLE '.1
SHARE OF DIFFERENT TYPES OF ACCOUNTS
3A
SL. N3. NATURE OF
ACCOUNTS
NUMBER OF
RESPONDENTS
PERCENTAGE
OF
RESPONDENTS
". Savin' AM@s ?A ?AI
,. @urr!nt AM@s . .I
2. >i5!$ D!posits 3 3I
3. ;oans 2 2I
5. Bth!rs < <I
Total "-- "--I
Graph - 4.1
Classification based on nature of A/Cs
Saving A"#s #urrent A"#s $i%ed Deposits &oans 'thers
A*./9414: A(ov! ta(l! sho1s that ?AI r!spon$!nts hav! Savin' AM@s# an$
.I hav! @urr!nt AM@s an$ r!st o% th! r!spon$!nts hav! "2I shar! o% oth!r
AM@s in total (1hi)h in)lu$!s %i5!$ $!posits# loans# an$ oth!r pro$u)ts)
I*+,-5-,+.+13*: This !ans ost o% th! r!spon$!nts ar! havin' Savin' AM@s
1hi)h !ans th! (an0 $!posits ar! !nri)hin' as Savin' AM@s shar! is ost.
TABLE '.2
SATISFACTION OF RESPONDENTS #ITH SERVICES OFFERED BY PNB
BRANCH
SL. N3. RESPONSE NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
3.
". Satis%i!$ A. A.I
,. Not satis%i!$ "" ""I
TOTAL 100 100 E
89
11
(
)(
*((
No! of
respondents
Graph - 4.2
Classification based on satisfaction level of respondents
Satisfied Not satisfied
A*./9414: >ro th! a(ov! ta(l! it )oul$ (! in%!rr!$ that A.I o% th!
)onsu!rs ar! satis%i!$ 1ith th! s!rvi)! an$ 6uality o% pro$u)ts o% th!ir
(an0. Bnly ""I o% )onsu!rs ar! not satis%i!$.
I*+,-5-,+.+13*: Most o% th! r!spon$!nts ar! satis%i!$ 1ith th! s!rvi)!
o%%!r!$ (y 4NB. 4r!s!ntly th! (an0 o%%!rs vari!ti!s o% s!rvi)!s an$ th!
)usto!rs ar! '!ttin' a 'oo$ rat! o% r!turn %ro th!ir $!posits. @usto!rs
ar! '!ttin' 'oo$ s!rvi)! %ro th! (an0.
TABLE '.%
RATINGS OF THE SERVICES OFFERED BY THE RESPONDENTFS LIFE
INSURANCE COMPANY
SL. N3. RATINGS
NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
5-
". EV@E;;ENT -5 5I
,. KE7C GBBD -. .I
2. GBBD ?< ?<I
3. AKE7AGE -< <I
5. 4BB7 -3 3I
TOTAL 100 100 E
Graph - 4.3
Classification based on Ratin of the service offered b! "#$
branches
%
9
&'
'
4
+,#+&&+N- .+/0 G''D G''D A.+/AG+ 1''/
A*./9414: >ro this ta(l! it )oul$ (! in%!rr!$ that ?<I o% th! )onsu!rs
hav! rat!$ s!rvi)! o%%!r!$ as 8'oo$:# .I o% th! hav! rat!$ th! as 8v!ry
'oo$:# an$ -5I o% th! hav! rat!$ as !5)!ll!nt an$ av!ra'!: 1hil! only 3I
hav! rat!$ as 8poor:
.
I*+,-5-,+.+13*: S!rvi)! o%%!r!$ (y th! (an0 is iprovin' $ay (y $ay.
7!turns )onsu!rs ar! '!ttin' ar! also attra)tiv!.
TABLE '.'
TABLE SHO#ING MOTIVE BEHIND THE SELECTING PNB
SL.NO ATTRIBUTE SCORE RANK
". Bran$ na! 5< "
,. @usto!r s!rvi)! 2- ,
2. Int!r!st ", 2
5"
3. Bth!rs , 3
%'
3(
12
2
(
*(
2(
3(
4(
)(
5(
No! of
respondents
6otives
Graph - 4.4
)otive behind the *electin of "#$
Brand na7e #usto7er service nterest 'thers
A*./9414: This ta(l! sho1 th! str!n'ths an$ 1!a0n!ss!s o% th! (ran$# an$
1hat ar! th! iportant )rit!ria or %a)tors on 1hi)h $!)ision/a0in' is $on!.
>ro this ta(l! 1! )an in%!r that )onsu!rs 'iv! or! iportan)! %or
8Bran$ na!:# s!)on$ly th!y pr!%!r 8satis%a)tion:# an$ th!n 8r!turns on
inv!st!nt:.
I*+,-5-,+.+13*: This pur!ly sho1s that p!opl! ar! no1 loo0in' %or1ar$ %or
(!tt!r )usto!r s!rvi)! in a$$ition to th! (ran$ na! in 1hi)h th!y ar!
inv!stin' an$ th! r!turns th!y ar! '!ttin'.
TABLE '.G
CONSUMERS #ILLINGNESS TO RECOMMEND THEIR LIFE INSURANCE
COMPANY TO OTHERS
SL. N3. RESPONSES NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
". 7!)o!n$!$ ., .,I
,. Not r!)o!n$!$ -A AI
5,
TOTAL 100 100 E
Graph - 4.%
Classification based on the +illinness to reco,,end "#$
branch services to other ban-s
reco77ended Not reco77ended
A*./9414: >ro this ta(l! it )an (! not!$ that th! a&ority o% )onsu!rs
(.,I) 1oul$ li0! to r!)o!n$ th!ir (an0 s!rvi)!s to oth!rs an$ only AI o%
)onsu!rs 1oul$ not li0! to r!)o!n$ it to oth!rs.
I*+,-5-,+.+13*: Sin)! th! )op!tition has in)r!as!$ in th! %i!l$ o% (!n!%its
an$ s!rvi)! o% (an0in'. So )usto!rs ar! '!ttin' 'oo$ s!rvi)!# so that th!y
ar! 1illin' to r!)o!n$ th!ir (an0 s!rvi)!s to oth!rs.
TABLE '.!
CONSUMERS #ILLINGNESS TO SHIFT THEIR AHC4 TO OTHER BANKS
SL. N3. RESPONSES NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
". Shi%t A AI
,. Do!sn:t shi%t ., .,I
TOTAL 100 100 E
52
Graph - 4.'
Classification based on the +illinness of respondents to shift
their A/Cs to other ban-s
Shift Doesn8t shift
A*./9414: >ro this ta(l! it )an (! not!$ that th! a&ority o% )onsu!rs
(.,I) $o!sn:t li0! to shi%t th!ir AM@s to oth!r (an0s.
I*+,-5-,+.+13*: Th! r!ason )an (! in)r!asin' )usto!r satis%a)tion an$
6uality s!rvi)!s o%%!r!$ (y th! (an0.
53
CHAPTER G
SUGGESTIONS
SUGGESTIONS ) RECOMMENDATIONS
Gith r!'ar$ to (an0in' pro$u)ts an$ s!rvi)!s# )onsu!rs r!spon$ at
$i%%!r!nt rat!s# $!p!n$in' on th! )onsu!r:s )hara)t!risti)s. H!n)! I 4NB
shoul$ try to (rin' th!ir n!1 pro$u)t an$ s!rvi)!s to th! att!ntion o%
pot!ntial !arly a$opt!rs.
55
Du! to th! int!ns! )op!tition in th! %inan)ial ar0!t# 4NB shoul$
a$opt (!tt!r strat!'i!s to attra)t or! )usto!rs.
7!turn on inv!st!nt )opany r!putation an$ pr!iu out%lo1 ar!
ost pr!%!rr!$ attri(ut!s that ar! !5p!)t!$ (y th! r!spon$!nts. H!n)!
'r!at!r %o)us shoul$ (! 'iv!n to th!s! attri(ut!s.
4NB shoul$ a$opt !%%!)tiv! prootional strat!'i!s to in)r!as! th!
a1ar!n!ss l!v!l aon' th! )onsu!rs.
4NB shoul$ as0 %or th!ir )onsu!r %!!$(a)0 to 0no1 1h!th!r th!
)onsu!rs ar! r!ally satis%i!$ or $issatis%i!$ 1ith th! s!rvi)! an$
pro$u)t o% th! (an0. I% th!y ar! $issatis%i!$# th!n th! r!asons %or
$issatis%a)tion shoul$ (! %oun$ out an$ shoul$ (! )orr!)t!$ in %utur!.
Th! 4NB (ran$ na! has !arn!$ a lot o% 'oo$1ill an$ !n&oys hi'h
(ran$ !6uity. As th!r! is int!ns! )op!tition# 4NB shoul$ 1or0 har$
to aintain its position an$ o%%!r (!tt!r s!rvi)! an$ pro$u)ts to
)onsu!rs.
Th! (an0 shoul$ try to in)r!as! th! Bran$ ia'! throu'h p!r%oran)!
an$ s!rvi)! th!n# only th! )usto!rs 1ill (! satis%i!$.
5<
Ma&ority o% th! p!opl! %in$ (an0in' iportant in th!ir li%!# so 4NB
shoul$ !ploy th! strat!'i!s to )onv!rt th! 1ant in to n!!$ 1hi)h 1ill
!nri)h th!ir (usin!ss.
5?

CHAPTER D
CONCLUSION
CONCLUSION
5A
Th! pro&!)t !ntitl!$ *A STUDY TO UNDERSTAND THE
CUSTOMER SATISFACTION AT PNBI has h!lp!$ ! in stu$yin'
satis%a)tion a(out s!rvi)!s an$ pro$u)ts o%%!r!$ to )onsu!rs.
Sin)! th! op!nin' up o% th! (an0in' s!)tor# privat! (an0s ar! in th!
%ray !a)h on! tryin' to )ov!r or! ar0!t shar! than th! oth!r.
C!t# 4NB is %ar (!hin$ SBI. 4NB ust also (! al!rt 1hat 1ith 4rivat!
Ban0s (I@I@I# HD>@) (r!athin' $o1n its n!)0.
I a sur! th! (an0 1ill %in$ y %in$in's r!l!vant an$ I sin)!r!ly hop!
it us!s y su''!stions !nlist!$# 1hi)h I hop! 1ill ta0! th! il!s ah!a$ o%
)op!tition.
In short# I 1oul$ li0! to say that th! v!ry a)t o% th! )on)!rn!$
ana'!!nt at 4NB in 'ivin' ! th! &o( o% )riti)ally !5ainin' )onsu!r
satis%a)tion to1ar$s %inan)ial pro$u)ts an$ s!rvi)!s o% th! )opany is a st!p
in th!ir )ontinual ission o% a0in' all roun$ iprov!!nts as a !ans o%
pro'r!ss.
I a sur! th! (an0 has a v!ry (ri'ht %utur! to loo0 %or1ar$ to an$ 1ill
(! a trail(laD!r in its o1n ri'ht.
BIBLIOGRAPHY
#,@41+,4:-
5.
111.%inan)!.in$iaart.)o
111.puan&a(in$ia)o
111.pun&a(national(an0.)o
111.(usin!ss.apso%in$ia.)
M.=.61*,:-
In$ia to$ay
Busin!ss 1orl$
Busin!ssto$ay
EUESTIBNNAI7E
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<3
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