Allahabad Bank

I INTRODUCTION
ALLAHABAD BANK Page 1
I.1 ABOUT THE STUDY

Customer satisfaction: A business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective. In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel even though its facilities and service would be deemed superior in absolute terms. The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because
customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer.
c. Some customers get highly impressed with the overall behavior of supplier. Soft spoken
and well mannered executive is always a positive gain for the supplier to get the customers emotionally attached with him. This behavior could also include provision of spontaneous responses in an efficient way. All these aspects can increase customer loyalty to much higher levels.
1.2 STATEMENT OF PROBLEM
Problem Statement: The management of ALLAHABAD Bank desires to know about the satisfaction of their customers related to various banking products provided by ALLAHABAD Bank and also it wants to know the attitude, image and motivation of customers towards banking services provided by them.
I.3 Objective Of The Study
To study the consumer opinion about the service. to know the satisfaction level of the customer To find out customer segment. To know customer experience at ALLAHABAD Bank. To study the satisfaction level and trust towards ALLAHABAD Bank. To study causes of customer dissatisfaction & suggest remedial measure.
I.4 Scope Of The Study
The project was undertaken to know the satisfaction of the customers towards the organization. The project helped in gaining an insight into how the organizations can increase and provide more facilities and services to increase their customers satisfaction which would help them in achieving the targets set by them.
For this, efforts were taken to interact with the customers of the organization. Efforts were made to take all variables in picture and not to leave out any. This helped us a lot to know about the different views of the customers towards the organization and also to get a chance to improve all the negative views of the customers.
II PROFILE OF ORGANIZATION
II.1 COMPANY PROFILE
Allahabad Bank is an India-based bank. The Banks products include deposit products, which include Flexi-Fix Deposit, Rs. 5 Banking, All Bank Tax Benefit Term Deposit Scheme, AllBank Premium SB Account, AllBank Mahila Sanchay Account, AllBank Vikash SB Account, AllBank Premium Current Account, Current Plus Deposit Scheme and Sishu Mangal Deposit Scheme; Retail credit products, which include housing loan, education loan, car loan, saral loan, personal loan for pensioners, personal loan for doctors, Loan against NSC/KVP, Allbank rent loan, Allbank property scheme, All furnishing loan, gold loan scheme, All Bank Mobike Scheme, AllBank Abhushan Scheme and AllBank Trade Scheme, and other credit products, including Kisan Credit Card, Kisan Shakti Yojana and AllBank-Expo. The Companys other services include All Ayushman Bima Yojana, Cash Management Services, Depository Services, real time gross settlement (RTGS), National Electronic Funds Transfer (NEFT) and online payments.
II.2 Vision and Mission
Vision: To put the Bank on a higher growth path by building a Strong Customer-base through Talent Management, induction of State-of-the-art Technology and through Structural Re-organization. Mission:
To ensure anywhere and anytime banking for the customer with latest state-of-the-art technology and by developing effective customer centric relationship and to emerge as a world-class service provider through efficient utilization of Human Resources and product innovation.
II.3 History Of Organization
Nineteenth Century The Oldest Joint Stock Bank of the Country, Allahabad Bank was founded on April 24, 1865 by a group of Europeans at Allahabad. At that juncture Organized Industry, Trade and Banking started taking shape in India. Thus, the History of the Bank spread over three Centuries Nineteenth, Twentieth and Twenty-First.
April 24, 1865's
The Bank was founded at the confluence city of Allahabad by a group of Europeans.
1890's Twentieth Century 1920's The Bank became a part of P & O Banking Corporation's group with a bid price
of Rs..436 per share, 1923 July 19, 1969 The Head Office of the Bank shifted to Calcutta on Business considerations. Nationalized along with 13 other banks, Branches - 151 Deposits - Rs.119
crores, Advances - Rs.82 crores. October, 1989 1991 Banking. United Industrial Bank Ltd. merged with Allahabad Bank. Instituted AllBank Finance Ltd., a wholly owned subsidiary for Merchant
Twenty-First Century
October, 2002
The Bank came out with Initial Public Offer (IPO), of 10 crores share of face value Rs.10 each, reducing Government shareholding to 71.16%.
April, 2005
Follow on Public Offer (FPO) of 10 crores equity shares of face value Rs.10 each with a premium of Rs.72, reducing Government shareholding to 55.23%.
June, 2006
The Bank Transcended beyond the National Boundary, opening Representative Office at Shenzen, China.
Oct, 2006 February, 2007 March 2007
Rolled out first Branch under CBS. The Bank opened its first overseas branch at Hong Kong. Bank's business crossed Rs.1,00,000 crores mark.
II.4 PROGRESS OF ALLAHABAD BANK
Allahabad Bank is one of the premier nationalized banks in India. It is also the oldest joint stock bank of India. It was incorporated by a group of Europeans at Allahabad on April 24, 1865. It was the time Indian economy had started shifting towards organized trade and business affairs.
After some years in 1920, the P&O Bank brought Allahabad Bank and its headquarters at Kolkata. The Allahabad bank got an entirely new identity when it was nationalized in 1969 along with 13 other banks in India. Since then the Allahabad Bank had a smooth journey towards progress. Today it is one of the leading banks in India with a whooping business of over Rs.1, 00,000 crores.
Branches and Business
Allahabad has adopted CBS (Core Banking Service) since 2006 and has developed 24 hours connectivity with its 2165 branches across the length and breath of the country. In 143 years of it existence the bank has come a long way by developing a wide grip over all the corners of India. At present the Allahabad Bank has 44 Zonal Offices 6 Staff Training Colleges and 3 Staff Training centers for imparting training centers in India. Apart from general branches, the bank has also come up with specialized branches, like Industrial Finance Branches, International Branches, Finance Branches, Recovery Branches, NRI Branches Specialized Personal Banking Branches, Specialized Savings Bank Branches, Quick Collection Service Branches, Trading Finance Branches and Service Branches in many major cities of India. The businesses of the bank are thriving successfully. In the end of March 2007, the Allahabad Bank crosses a land mark of Rs.1, 00,000 crores. The bank's business also registered a 6.90% growth during April-Sept 2007, when its business increased up to Rs.1, 08,458 crores from Rs.1, 01,458 crores in merely 5 months. On Year-on-Year basis, the business of the bank has grown at a rate of 19.87%. The bank also registered an immense growth in total deposit record when its business went up to Rs.65,896 at end of September 2007 crores from Rs.54,006 crore in September 2006.
II.5 MILESTONE OF ALLAHABAD BANK

Present Status At present, the Bank has 2260 branches and 44 Zonal Offices, 6 Staff Training Colleges ( including one for technology) and 4 staff training centers for imparting training and upgradation of knowledge base of human resources. A number of Banks branches and offices are housed in the Banks owned premises situated at prime locations in major cities of the country. 2002 In 2002, the Bank came out with its first initial public offering of shares which resulted in the reduction of the governments shareholding in the Bank and in 2005 the Bank came out with its follow-on Public Offer of ten crore equity shares of Rs.10/- each at a price of Rs.82/- per share. The issue was oversubscribed by more than 9 times reducing the Govt. shareholding to 55.23% 1989 United Industrial Bank Limited was amalgamated into Allahabad Bank.
II.6 Products and Services
Deposit Products

Diamond Jubilee Deposit Scheme Rs. 5 Banking Gold Deposit Flexi-fix Deposit
Retail Credit Products

All Bank Housing Finance Scheme Personal Loan Scheme for Pensioners All Bank Property Loan All Bank Saral Loan Scheme All Bank Educational Loan Scheme Overdraft Facility in Savings Bank Account Personal Loan Scheme for Doctors/ Medical Practitioners Loan against NSC/ KVP All Bank Mobike Scheme All Bank Rent Loan AllBank Gyan Dipika Scheme All Bank Car Finance Scheme AllBank Pilot Training Loan Scheme All Bank Furnishing Loan All Bank Gold Loan Scheme AllBank Reverse Mortgage Scheme All Bank Abhusan Scheme All Bank Trade Scheme
Other Credit Products
Kisan Credit Card Kisan Shakti Yojana AllBank-Expo
Services

All Ayushman Bima Yojana Cash Management Services Depository Services Visa Cum Debit Card Services Real Time Gross Settlement National Electronic Funds Transfer Gold Card Scheme For Exporters Charter for MSME's Government Business Regional MSME care centres
III RESEARCH METHDOLOGY
III.1 CONCEPT METHDOLOGY

The Marketing Mix
The major marketing management decisions can be classified in one of the following four categories:
Product Price Place (distribution) Promotion
These variables are known as the marketing mix or the 4 P's of marketing. They are the variables that marketing managers can control in order to best satisfy customers in the target market. The marketing mix is portrayed in the following diagram:
1- Product The product is the physical product or service offered to the consumer. In the case of physical products, it also refers to any services or conveniences that are part of the offering. Product decisions include aspects such as function, appearance, packaging, service, warranty, etc.
2- Price Pricing decisions should take into account profit margins and the probable pricing response of competitors. Pricing includes not only the list price, but also discounts, financing, and other options such as leasing.
The Marketing Mix
Product
Place
Target Market
Price
Promotion
The firm attempts to generate a positive response in the target market by blending these four marketing mix variables in an optimal manner.
3- Place Place (or placement) decisions are those associated with channels of distribution that serve as the means for getting the product to the target customers. The distribution system performs transactional, logistical, and facilitating functions. 4- Promotion Promotion decisions are those related to communicating and selling to potential consumers. Since these costs can be large in proportion to the product price, a break-even analysis should be performed when making promotion decisions. It is useful to know the value of a customer in order to determine whether additional customers are worth the cost of acquiring them. Promotion decisions involve advertising, public relations, media types, etc
III.2 SOURCES OF DATA
III.2.1 PRIMARY DATA:
To collect primary data from Retailers Questionnaires were used. Questionnaire was prepared very carefully so that it may prove to be effective in collecting the right information which fulfills my study.
III.2.2 TOOLS AND FOR COLLECTING PRIMARY DATA
A. OBSERVATION METHOD : I observed the people, customers in the organization and this helped me to get the overall view of the satisafaction of the customers towards the organization. By this method I collected a lot of information for my study and thus I could draw some good conclusions.
B. QUESTIONNAIRE METHOD: The major motive of taking this method was that it covers large population at a time. One can have direct contact with the respondents. The questionnaire were distributed to the customers taking sample size 50. The questionnaire was prepared with both closed multiple choice questions and open ended questions for suggestion. This questionnaire was used to take personal interview of the customers. Sample Size: 50 Types of question: Close Ended and Open Ended questions C. INTERVIEW METHOD In interview method separate questionnaire was prepared for the customers and have been interviewed regarding various things taking place in the organization.
III.2.3 SECONDARY DATA: Secondary data collected from different website. This secondary data formed the conceptual background for the project. This secondary data was compared with the primary data collected in area.
III.2.4 TOOLS AND TECHNIQUES OF SECONDARY DATA In most of the studies the investigator finds it impracticable to collect first hand information on all related issues and as such he/she makes use of the data collected by others. The secondary data can be collected by the following procedures:
A.
PUBLISHED SOURCES:
By way of examining historical and other records, literature.
B.
UNPUBLISHED SOURCES:
If data available in secondary sources are Reliable, suitable and adequate then one can use secondary data for his/her study
RESEARCH INSTRUMENT: The research instrument used in the project was Questionnaire to collect Primary information, it provided flexibility by using more close ended and few open ended questions.
METHOD OF DATA COLLECTION: Information was collected by personally contacting coustomers through interviews.
III.3 RESEARCH METHDOLOGY

RESEARCH PROCESS: Research process consist of series of action or step necessary to effective carry out research and the desired sequencing of these steps.
RESEARCH DESIGN: Research design is the plan, structure and strategy of investigation conceived so as to obtain answer to research question and to control variance. The plan is an outline of the research scheme on which the researcher is to work. The structure of the research is a more specific outline or the scheme and the strategy shows how the research will be carried out, specifying the method to be used in the collection and analysis of data.
TYPE OF RESEARCH DESIGN: Research designs have been classified by various authors in different ways. Different Types of research design have emerged on account of different perspective from which a research study can be viewed.however; a frequently used classification system is to group research designs. 1) Exploratory 2) Descriptive 3) Causal
Qualitative Research Qualitative approach to research is concerned is concerned with subjective assessment of attitudes, opinion and behavior. Research in such a situation is a function of researchers insight and impression. Generally the techniques of focus group interviews, projective technique and depth interview is used.
Sample frame: A Sample frame is a list that includes every member of the population from which a sample is to be taken. Sample unit: Sampling unit may be geographical one such as state district, village etc. or a construction unit such as house, flat etc., or it may be a social unit such as family, club, school etc., or it may be an individual. Sample size: Sample size refers to the number of items to be selected from the universe to constitute a sample. The size sample should neither be excessively large, nor too small. It should be optimum. Sample design: The way of selecting a sample is popularly known as sample design is a definite plan determined before any are actually collected for obtaining a sample from a given population. A brief mention of the important sample design is as follows. 1) Deliberate sampling: Deliberate sampling is also known as purposive or non-probability sampling. This sampling method involves deliberate selection of particular units of the universe for constituting a sample which represent universe.
2) Simple random sampling: This type of sampling is also known as chance sampling or probability sampling where each and every item in the population has an equal chance of inclusion in the sample and each one of the possible samples, in case of finite universe, has the same probability of being selected.
3) Systematic sampling: In some instance the most practical way of sampling is to every 15th name on a list, every 10th house on one side of a street and so on. 4) Stratified sampling: In this technique, the population is stratified into number of non-overpopulation sub population or strata and sample item are selected from each stratum. 5) Cluster sampling: Cluster sampling involves grouping the population and then selecting the group of cluster rather than individual elements for inclusion in the sample.
III.4 The research methodology applied for this project is as follows:
Research design There are different types of research out of which descriptive research type is used in this project.
Research approach There are two basic approaches, quantitative approach and the qualitative approach. In this project quantitative research is used. Sample unit Sample unit used in this project is people who are accessing A/C in ALLAHABAD bank specific area of Pune city. Sample size Sample size is 50. Sample design I am using Systematic sampling for this project. Primary Data Primary Data collected through questionnaires Secondary Data
Secondary Data collected through Published Source like news paper, company site etc.
III.5 Limitations Of The Study

The customers study was conducted only in Pune city. The results therefore are confined to this area only and need not necessarily be applicable to other areas.
The sample size of the customers was small, so it was not able to convey the attitude of customers. Respondents might have some biased views and this could have affected the findings to a certain extent. In the questionnaire, questions are very limited, because it is very difficult to get the information from the busy officials. Services blueprints are prepared from my side with the help of higher authorities and suggestions given are looking from my perspective. Suggestions given are only for the betterment of the bank and for better serving of the customer. Suggestions also given by customers are considered which may or may not be biased.
IV DATA ANALYSIS & INTERPRETATION
DATA INTERPRETATION ARE AS FOLLOWS:Name of the Bank Branch I.

: ALLAHABAD BANK : PERSONAL DETAILS:
1.
Name of the Respondent:
2.
Gender
a) Particulars Male Female
Male No. Of Respondents 40 10
b. Female Percentage 80% 20%
20% 1 80% 2
During the survey 80% of the total respondents were male and 20% were female.
3.
Age a) b) c) d)
: Below 20 From 21 years to 35 years From 36 years to 50 years From 51 years to 60 years
e)
60 and above
Particulars Below 20 From 21 to 35 years From 36 to 50 years From 51 to 60 years 60 and above
No. Of Respondents 0 20 15 5 10
Percentage 00% 40% 30% 10% 20%
Sales
20% 10%
40%
1st Qtr 2nd Qtr 3rd Qtr
30%
4th Qtr
During the survey out of total respondents 40% of the people were of age between 21 to 35years, 30% were of 36 to 50years, 10% were of age between 51 to 60years and rest 20% were of 60 and above.
1. OTHER DETAILS REGARDING BANKING i. Are you using ATM? i. Yes ii. No
Particulars Yes No
No. Of Respondents 45 5
Percentage 90% 10%
Sales
0%
1st Qtr 2nd Qtr 100%
Out of total respondents surveys 100% replied yes to the question that they are using the ATM facility provided by bank.
A. How frequent is your use? a. b. c. d. e. f. Daily Twice a week Once in a week Twice in a month Once in a month Only, at times of need
Particulars Daily Twice Once in a week Twice in a week Once in a month Only at times of need
No. Of Respondents 25 15 5 0 5 0
Percentage 50% 30% 10% 00% 10% 00%
10%
10% 1 50% 30% 2 3 4 5
Out of total respondents 50% of the respondents use ATM frequently whereas 30% uses uses Atm twice, 10% once in a week and rest 10% once in a month.
B. Cash availability in ATM a. Always available b. Frequently available c. Scarcely available d. Not available
Particulars Always available Frequently available Scarcely available
No. Of respondents 35 15 0
Percentage 70% 30% 00%
Not available
00%
30% 1 70% 2
Out of total respondents 70% said that the cash availability in the ATM is always available whereas 30% of the respondents said that the cash is frequently available.
C. Do you find problems in handling ATM? a. Yes b. No c. Cant say
Particulars Yes No Cant say
No. Of Respondents 0 35 15
30% 1 70% 2
Out of total respondents 70% doest find any problem in handling the ATM and 30% are unaware of the problem.
D. Your opinion regarding the maintenance of ATM a. No maintenance b. Well maintained c. Negligible d. Average
Particulars No maintenance Well maintained
Percentage 10% 70%
Negligible Average
0 10
00% 20%
10% 20% 1 2 70% 3 4
70% of the respondents said that the ATM was well maintained, 20% said it was average and 10% said there was no maintenance.
E. If bank provides ATM facility, would you like to use it? a. Yes b. No c. Already using
Particulars Yes No Already using
30% 1 70% 2 3
70% of the total respondents replied that they are already using the ATM service whereas 30% replied yes.
ii.
Are you using Cheque Books?
i. Yes ii. No
Particulars Yes No
Percentage 60% 40%
Sales
40% 60% 1st Qtr 2nd Qtr
Out of total respondents 60% said they will use the cheque facility whereas 40% said no.
iii.
Are you using e-banking? i. ii. iii. Yes No Never heard about it.
Particulars
No. Of Respondents
Percentage
Yes No Never heard
30 15 05
60% 30% 10%
10%
30% 60%
1 2 3
60% said yes they will use the e-banking facility, 30% said no and 10% said they have never heard about it.
V.
Are you using Core Banking? i. ii. iii. Yes No Never heard about it.
Particulars Yes No Never heard
Sales
10% 20% 1st Qtr 2nd Qtr 70% 3rd Qtr
20% of the respondents said they will use the core banking facility, 70% said no whereas 10% have never heard about it.
VI.
Are you using Tele Banking? a. Yes b. No c. Never heard about it.
Sales
10% 30% 1st Qtr 2nd Qtr 60% 3rd Qtr
30% said that they will use the tele banking facility, 60% said no whereas 10% said they have never heard about it.
VII.
If online payment of taxes facility is available, are you using it? i. ii. Yes No
iii.
Never heard about it.
Sales
0% 40% 60%
1st Qtr 2nd Qtr 3rd Qtr
40% respondents said they will use online taxes payment facility whereas rest 60% said no.
VIII.
Do you know frequency of the interest given on your savings account?
a. Once in a year b. Twice in a year c. Quarterly d. Monthly
Particulars Once in a year Twice in a year Quaterly Monthly
No. Of Respondents 20 15 10 5
Percentage 40% 30% 20% 10%
10% 20% 40% 1 2 30% 3 4
40% said once in a year, 30% said twicw in a year, 20% said quaterly and rest 10% said monthly.
1. Are you getting loan application easily? a. Yes

b. No
Particulars Yes No
Percentage 70% 30%
30% 1 70% 2
70% said yes they get the loan form easily whereas 30% said no.
2. For loan application any directors recommendation is required?
a. Yes b. No
Particulars Yes No
Percentage 60% 40%
40% 60% 1 2
60% said yes directors recommendation is required for the loan application whereas 40% said no.
3. What do you feel about documentation of loan procedure?
a. Easy b. Average c. Complicated
Particulars Easy Average Complicated
30%
20% 1 2 50% 3
20% said the documentation process for loan is easy, 50% said its average whereas 30% said its complicated. 4. After submitting the loan application how much time is required for sanctioning the loan? a. Less than a month
b. Up to three months c. Up to six months
Particulars Less than a month Upto three months Upto six months
0%
Sales
10%
1st Qtr 90% 2nd Qtr 3rd Qtr
10% said that less than a month is required for sanctioning a loan whereas 90% said upto three months are required for the same.
5. Do you feel that the loan taken from bank is useful for your purpose? a. Yes b. No
Particulars Yes No
Percentage 90% 10%
10% 1 90% 2
90% said that the loan taken is useful for them and 10% said its not useful.
6. What is your opinion about recovery of loan? a. Harsh b. Not harsh
Particulars Harsh Not harsh
Percentage 30% 70%
30% 1 70% 2
30% said the recovery of loan is harsh whereas 70% said its not harsh.
7. Do you know how much amount is to be transferred towards shares? a. Yes b. No
Particulars Yes No
Percentage 20% 80%
20% 1 80% 2
20% said they know how much amount is to be transferred towards shares whereas 80% said no.
8. Do you know the rate of dividend given on the share capital? a. Yes b. No
Particulars Yes No
Percentage 30% 70%
30% 1 70% 2
30% of the respondents know the rate of dividend given on the share capital whereas 70% doesnt know.
9. Do you attend the annual general meeting of bank? a. Yes b. No c. Some times Particulars Yes No Sometimes No. Of Respondents 00 35 15 Percentage 00% 70% 30%
30% 1 70% 2
70% of the respondents said no they dont attend the annual general meeting whereas 30% of the respondents sometimes attend it.
10. Do you participate in bank election? a. Yes b. No c. Some elections
Particulars Yes No Sometimes
10% 1 90% 2
10% of the respondents said yes they attend the bank elections whereas 90% said no.
11. Are you satisfied by the functioning of the bank? a. Yes b. No
Particulars Yes No
Percentage 80% 20%
20% 1 80% 2
80% of the respondents said yes they are satisfied by the functioning of bank whereas 20% are not satisfied.
IV.
OTHER DETAILS
CONSUMERS BEHAVIOUR TOWARDS THE BANK
1. For how many years, you have been operating this account in this bank? a. b. c. d. Particulars Less than a year One to five years Five to ten years Ten years and above Less than an year One to five years Five to ten years Ten years and above No. Of Respondents 15 20 10 05 Percentage 30% 40% 20% 10%
10% 20% 30% 1 2 40% 3 4
Out of total respondents 30% are operating there account in this bank for less than a year, 40% for one to five years, 20% for five to ten years and 10% for ten years and above.
2.
Reasons for choosing this bank a. b. c. d. e. f. g. Near to residence/ office Salary Account Value added Facilities& Services Convenient Working Hours Good will No other option Others No. Of Respondents 15 05 10 05 10 00 05
10% 20% 20% 10% 10% 30%
Particulars Near to residence/office Salary Account Value added facilities ConvenientWorkingHours Goodwill No other option Others
Percentage 30% 10% 20% 10% 20% 00% 10%

1 2 3 4 5
30% choosed this bank because its near to there residence or office, 10% due to their salary account, 20% due to value added services, 10% due convenient working hours and remaining 20% and 10% due to goodwill and others respectively.
3.
How did you come to know about this bank? a. Advertisement b. Word of mouth c. References d. Others
Particulars Advertisement Word of mouth References Others
Percentage 30% 20% 20% 30%
30%
30%
1 2
20%
20%
3 4
30% respondents came to know about bank by advertisement, 20% through word of mouth, 20% through references and 30% through other sources.
4.
Do you feel comfortable in bank? a. Yes b. No c. Cannot say
Particulars Yes No Cannot say
20% 1 2 80% 3
80% respondents said they feel comfortable in the bank and rest 20% are unaware about it.
5.
Do you find the counters are enough?
a. b. c. d. Particulars Not enough Enough More than enough Cannot say
Not Enough Enough More than enough Cannot say No. Of Respondents 00 35 10 05 Percentage 00% 70% 20% 10%
10% 20% 70% 1 2 3
70% of respondents said there are enough counters in the bank, 20% said more than enough and 10% are unaware of it.
6.
Do you believe that bank has sufficient number of employees for serving customers? a. Not Sufficient b. Sufficient c. More than Sufficient d. Cannot say
Particulars Not sufficient Sufficient More than sufficient Cannot say
Percentage 00% 60% 20% 20%
20% 1 20% 60% 2 3
60% respondents said that there are sufficient no. of employees in the bank, 20% said there are more than sufficient and remaining 20% said that they are unaware of it.
7.
As a customer, do you get enough time from the officials when you are in trouble? a. Yes b. No c. Cannot say
Particulars Yes No Cannot say
10% 20% 70%
1 2 3
70% of the total respondents said yes they get enough time from the officials when they are in trouble, 20% said no and the remaining 10% are unaware of it.
8.
Are you satisfied with the skills and experiences of the officials? a. Less satisfied b. Satisfied c. More than Satisfied
Particulars Less satisfied Satisfied More than satisfied
10% 20% 1 2 70% 3
20% respondents said they less satisfied with the skills and experiences of the officials, 70% said they are satisfied and the remaining 10% are more than satisfied.
9.
Do you believe that the officials are rightly groomed or the bank is taking care of that? a. Yes b. No c. Cannot say
10%
1 90% 2
90% respondents said yes the officials are rightly groomed and the bank is taking care of that and 10% said no.
10.
Do you believe that the officials are highly disciplined in terms of their work, principles and commitments? a. Yes b. No c. Cannot say
30% 1 70% 2 3
70% of the respondents said yes the officials are highly disciplined in terms of their work, principles and commitments and the remaining 30% are unaware of it.
11.
How do you find the behaviour of Bank employees? a. Polite b. Arrogant c. Cooperative d. Average e. Attentive No. Of Respondents 10 00 05 35 00
Particulars Polite Arrogant Cooperative Average Attentive
Percentage 20% 00% 10% 70% 00%
20% 10% 70%
1 2 3 4
20% of the respondents said that the employees of the bank are polite, 10% said they are cooperative, and the remaining 70% said they are average.
12.
How much time is taken for the transactions by the employees to provide you service in peak hours? a. b. c. d. e. Within five minutes Five to ten minutes Ten to fifteen minutes Fifteen to twenty minutes Twenty minutes and above No. Of Respondents 05 35 10 00 00 Percentage 10% 70% 20% 00% 00%
Particulars Within five minutes Five to ten minutes Ten to fifteen minutes Fifteen to twenty minutes Twenty minutes and above
20%
10% 1 2 70% 3
10% of respondents said that within five minutes the problem of the customers are solved by the employees, 70% said five to ten minutes and the remaining 20% said ten to fifteen minutes.
13. Are your suggestions/ complaints entertained by the bank authorities? a. Always b. Never c. Seldom d. Never felt the need Particulars Always Never Seldom Never felt the need No. Of Respondents 25 00 25 00 Percentage 50% 00% 50% 00%
50%
50%
1 2 3
50% of the respondents said that there suggestion and complaints are always entertained by the employees and the remaining 50% said seldom.
14. Do you get free access to the Higher Authorities, if required/ demanded a. Always
b. Never c. Seldom d. Never felt the need Particulars Always Never Seldom Never felt the need No. Of Respondents 10 00 25 15 Percentage 20% 00% 50% 30%
30%
20%
1 2
50%
3 4
20% of the respondents said they always get the free access to their higher authorities, 50% said seldom and the remaining 30% said never felt the need.
15. Do you find enough notices meant for the benefit of the customers, frequently put up on the notice board? a. Yes b. No c. Cant say
40%
40% 1 2 20% 3
40% of the respondent said yes enough notices are put on the notice board, 20% said no and the remaining 40% are unaware about it.
16. How do you rate the ambience of the bank? a. Excellent b. Comfortable c. Average d. Below average e. Poor Particulars Excellent Comfortable Average Below average Poor No. Of Respondents 20 20 10 00 00 Percentage 40% 40% 20% 00% 00%
20%
40%
1 2
40%
40% of the respondent said the ambience of the bank was execellent, 40% said comfortable and the remaining 20% said average .
17.
You find any special facility given to senior citizens? a. Yes b. No c. Cant say
20% 10% 70% 1 2 3
70% of the respondents said yes special facility is given to senior citizen, 10% said no and the remaining 20% are unaware of it.
18. Do you have an account in other banks? a. Yes b. No
Particulars Yes NO
Percentage 100% 00%
0%
1 2 100%
100% of the respondents said yes they do have accounts in other bank.
19. Do you feel the difference in between other bank and this bank? a. Yes b. No
Particulars Yes No
Percentage 70% 30%
30% 1 70% 2
70% of the respondents do feel the difference between other banks and this bank and remaining 30% said no.
20. If any nationalized or foreign bank opens near your bank, will you shift to it? a. Yes b. No
Particulars Yes No
Percentage 40% 60%
40% 60% 1 2
40% of the respondents said yes that they will shift to other foreign or nationalized bank whereas 60% said no.
21. Due to introduction of new techniques do you feel that there is a improvement in services? a. Yes b. No c. Cant say
10% 1 2 90% 3
90% of the total respondents said yes that there is improvement in the services of the bank due to the introduction of new techniques whereas the remaining 10% said no.
V. FINDINGS, CONCLUSION AND SUGGESTION
V.1 FINDINGS
When I went in the company I found that the employees were highly skilled and the coordination between different levels was excellent with high levels of communication. The employees working within the organization also communicate well with the customer and treated customer well. As its a saying that customers are the king, the employees within the organization gave the same priority to their customers. The problems were quickly attended by the customers and fluent working of the employees also reduced the queue at the counters. The employees were behaved and due to providing the priority to the customers the customers were also satisfied with the working of the employees. The infrastructure of the organization was also good providing with waiting area which is also known as customer lounge for the customers, where they can also have coffee etc. for their refreshment. The organization also set up the token counter so that the customer can take their tokens provided by the organization according to their problems which also provided ease for the customers.
V.2 CONCLUSION
Maximum customers were satisfied with the employees and the organization whereas sum of the customers were not satisfied as there work to be done took some time. Most of the modern techniques introduced by the organization were not made aware to the customers. Customers were satisfied with the behavior of the employees working within the organization and were also satisfied with the infrastructures and equipments provided by the organization Customers also found that there was less queue on the counters due to the instant assistant provided by the employees to the customers.
V.3 SUGGESTION
The suggestions given by me for the betterment of the organization are as follows: They can increase their branches a little more so that customer can easily get to it. A proper layout of the service should be displayed so that it can reach to the customers who are not aware of it. They should also increase a little bit of counters so that it saves time of the customers.
They should also decrease their charges on demand draft, which is higher in comparisons with other banks
BIBLIOGRAPHY
http://www.allahabadbank.com/ http://en.wikipedia.org/wiki/Allahabad_Bank http://www.google.co.in/
ANNEXURE
Name of the Bank Branch
: :
A- PERSONAL DETAILS Name of the Respondent : 1. Gender f) g) 2. Age h) i) j) k) l) Male Female
Below 20 From 21 years to 35 years From 36 years to 50 years From 51 years to 60 years 60 and above
3. Marital Status m) Married n) Unmarried 4. Education a) b) c) d) e) f) g)
Illiterate Less than S.S.C. S.S.C. H.S.C. Graduation P.G. P.G. and above
5. Occupation a. Salaried b. Self- employed / Professional c. Business d. Student e. Retired f. Agriculture and allied g. Homemaker 6. If self- employed / professional a. Medical and allied b. Architect c. Cost Accountant d. Scientist e. Author/ Writer
ALLAHABAD BANK
Page 77
f. g. h. i.
Lawyer Engineer Chartered Accountant Other
7. Monthly Income a. Below Rs.5000/b. Rs. 5000/- to Rs. 10000/c. Rs. 10001/- to Rs. 20000/d. Rs. 20001/- to Rs. 30000/e. Rs. 30001/- to Rs. 40000/f. Rs. 40000/- and above
B- CUSTOMER AS A DEPOSITOR 1. Which type of account you have in bank? a. Savings b. Current c. Recurring Deposit d. Fixed Deposit e. Others 2. For how many years, you have been operating this account in this bank? e. Less than an year f. One to five years g. Five to ten years h. Ten years and above 3. Reasons for choosing this bank h. Near to residence/ office i. Salary Account j. Value added Facilities& Services k. Convenient Working Hours l. Good will m. No other option n. Others 4. How did you come to know about this bank? e. Advertisement f. Word of mouth g. References h. Others
5. Other Facilities Provided By ALLAHABAD Bank a. Facility available and your awareness regarding the same Please tick ( ) the facilities available in the bank. II. III. IV. V. VI. VII. VIII. IX. X. XI. XII. ATM Cheque Books E Banking I-banking Core Banking Locker Tele Banking Pick and Drop Facility Online payment of taxes None of the above Other than above. (Please mention _________________________)
6. Are you using ATM facility? a. Yes b. No 7. How frequent is your use? a. b. c. d. e. Daily Twice a week Once in a week Once in a month Only at time of need
8. Does the bank charge you anything extra for Cheque Books? a. b. c. Yes No Dont know
9. Are you satisfied with the service charges that the bank collects from you as compared to the other banks of the locality? a. b. c.
Unsatisfied Less Satisfied Satisfied
d.
More then Satisfied
10. Are you using e-banking facility? a. b. c. Yes No Dont know
11. Are you using Core Banking? a. b. c. Yes No Never heard about it.
12. Are you satisfied with the core banking facility? a. b. Yes No
13. Are you using Tele Banking? d. e. f. Yes No Never heard about it.
14. Do you know frequency of the interest given on your savings account? e. Once in a year f. Twice in a year
g. h.
Quarterly Monthly
15. What is your opinion about recovery of loan? c. d. Harsh Not harsh
16. If loan is not refunded in time, what type of action taken by bank? a. b. Monitory Non-monitory
17. Do you know how much amount is to be transferred towards shares? c. d. Yes No
18. Do you know the rate of dividend given on the share capital? c. d. Yes No
19. Are you satisfy about the functioning of the bank? c. d. Yes No
20. Do you feel comfortable in bank? d. Yes e. No f. Cannot say
21. Do you find the counters are enough? e. Not Enough f. Enough g. More than enough h. Cannot say
22. Are you satisfied with the skills and experiences of the officials? d. Less satisfied e. Satisfied f. More than Satisfied
23. Do you believe that the officials are highly disciplined in terms of in the terms of their work, principles and commitments? d. Yes e. No f. Cannot say 24. How do you find the behavior of Bank employees? f. Polite g. Arrogant h. Cooperative i. Average j. Attentive f. Twenty minutes and above 25. Are your suggestions/ complaints entertained by the bank authorities? e. Always f. Never g. Seldom h. Never felt the need 26. Do you get free access to the Higher Authorities, if required/ demanded? e. Always f. Never g. Seldom h. Never felt the need 27. How do you rate the ambience of the bank? f. Excellent g. Comfortable h. Average
i. Below average j. Poor
28. If any new facility is launched in the bank, how do the officials communicate to you? a. b. c. d. e. f. g. Personally Letters Emails Phone/ SMS Displays Notification / Advertisements in Newspapers Dont communicate
29. Do you find any special facility given to senior citizens? d. Yes e. No

Allahabad Bank

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I INTRODUCTION

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I.1 ABOUT THE STUDY

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1.2 STATEMENT OF PROBLEM

I.3 Objective Of The Study

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I.4 Scope Of The Study

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II.1 COMPANY PROFILE

II.2 Vision and Mission

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II.3 History Of Organization

April 24, 1865's

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Oct, 2006 February, 2007 March 2007

II.4 PROGRESS OF ALLAHABAD BANK

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Branches and Business

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II.5 MILESTONE OF ALLAHABAD BANK

II.6 Products and Services

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Retail Credit Products

Other Credit Products

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Kisan Credit Card Kisan Shakti Yojana AllBank-Expo

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III RESEARCH METHDOLOGY

III.1 CONCEPT METHDOLOGY

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Product Price Place (distribution) Promotion

The Marketing Mix

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III.2 SOURCES OF DATA

III.2.1 PRIMARY DATA:

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III.2.2 TOOLS AND FOR COLLECTING PRIMARY DATA

By way of examining historical and other records, literature.

III.3 RESEARCH METHDOLOGY

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III.4 The research methodology applied for this project is as follows:

III.5 Limitations Of The Study

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IV DATA ANALYSIS & INTERPRETATION

DATA INTERPRETATION ARE AS FOLLOWS:Name of the Bank Branch I.

: ALLAHABAD BANK : PERSONAL DETAILS:

Name of the Respondent:

a) Particulars Male Female

Male No. Of Respondents 40 10

b. Female Percentage 80% 20%

ALLAHABAD BANK Page 25

Percentage 00% 40% 30% 10% 20%

1st Qtr 2nd Qtr 3rd Qtr

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Percentage 90% 10%

1st Qtr 2nd Qtr 100%

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Percentage 50% 30% 10% 00% 10% 00%