Rajkot District Co Operative LTD Bank

Accession the satisfaction level of the existing customer
SUMMER TRAINING REPORT

ON
Accessing the Satisfaction level of the exiting Custome!

AN"
COMPAN# O$ER$IE%
AT
RA&'OT "ISTRICT CO(OPERATI$E )AN' *T"+
SU)MITTE" )#, GUI"E" )#,
PANSURIYA HIREN R. INTERNA* GUI"E AT GRIMS,
PROF. HIRA! RA"HO#
E-TERNA* GUI"E AT CO+,
R.$.PANARA %#EPU. &ANA!AR'
G+I+"+C+ RA&&U S.RO// RO/E* INSTITUTE O/ MANAGEMENT STU"IES $API+
R#(AN) *"#.
1.
R#(AN) *"#.
2.

HEAD OFFICE
SHREE RAJKOT DISTRICT
CO-OPERATIVE BANK RAJKOT.
"he o+,ective of the training un-erta.en is to get s/eciali0e- .no1le-ge in the s/eciali0e-
fiel-2 1hich further shar/en the s.ill an- a-- /racticalit3 in the s/eciali0ation.
"his 1or. has not +een /reviousl3 su+mitte- to an3 other universit3 for an3 other
examination
"ATE, SI!NA"URE %stu-ent'
P*ACE, PANSURI#A .IREN R+
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#E*ARA"ION
I0 MR+PANSURI#A .IREN R+ Stu-ent of &.(.A 4 Sem. III here+3 -eclare that the /ro,ect
1or. /resente- in this re/ort is m3 contri+ution an- has +een carrie- out un-er
su/ervision of Professor C.IRAG RAT.O" of GI"C RA&&U S.RO//
INSTITUTE O/ MANAGEMENT STU"IES+
3.
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4.
CERTI/ICATE
"his is to certif3 that &r. Pansui1a .ien + has satisfactoril3 com/lete- the /ro,ect 1or.
entitle-! Accessing the Satisfaction level of the exiting Custome! (ase- on the
-eclaration ma-e +3 the can-i-ate an- m3 association as a gui-e for carr3ing out this 1or.2 I
recommen-e- this /ro,ect re/ort for evaluation as a /art of the &(A /rogramme of $eer
Narma- South !u,arat Universit3.
Place5 66 666666666666666
#ate5 %Prof. hirag Ratho-'
"he /ro,ect is for1ar-e- for evaluation to $eer Narma- South !u,arat Universit32 Surat for
Presentation.
Place5
#ate5 66666666666666666666
% #r. R. S. Shah '
R#(AN) *"#.
5.
PREFAE
I .no1 that training is for the -evelo/ment an- enhancement of the .no1le-ge in /articular
fiel-. It can never +e /ossi+le to ma.e a mar. in to-a37s com/etitive era onl3 1ith theoretical
.no1le-ge 1hen in-ustries are -evelo/ing at glo+al level2 /ractical .no1le-ge of
a-ministration an- management of +usiness is ver3 im/ortant. Hence2 /ractical stu-3 is of
great im/ortance to &.(.A. stu-ent.
8ith a vie1 to ex/an- the +oun-aries of thin.ing2 I have un-ergone 9
r-
SE& "RAININ! at
RA&'OT "ISTRICT CO(OPERATI$E )AN' *T"+ I have ma-e a -eli+erate to collect
the re:uire- information an- fulfill training o+,ective.
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6.
A)NO8*E#!E&EN"
"o ac.no1le-ge is ver3 great 1a3 to sho1 3our gratitu-e to1ar-s the /ersons 1ho have
contri+ute- in 3our success in one or other 1a3.
I fin- 1or-s ina-e:uate to ex/ress m3 gratitu-e to the com/an37s #e/ut3 (ranch &anager
M+ R+$+PANARA for /rovi-ing me an o//ortunit3 to carr3 out m3 summer training as such
a 1ell re/ute- an- lea-ing +an.ing com/an3 shi Ra23ot 4istict co(o5eative 6an3 lt4+
At the ver3 outset of the training I -eem it is m3 /ious -ut3 to ex/ress m3 sincere than.s also
to com/an37s (ranch &anager &r. (.m.sangani for his continuous gui-ance ansu/ervision
ansu//ort -uring the training /erio-. I 1oul- also li.e to than. to &r. Haresh /atel2 &r.
Ra,esh /atel2 &r. Nira, u.ani an- &r. Al.esh so,itra 1ho have s/are- sometime an- hel/e-
me out to carr3 on m3 /ro,ect 1or. successfull3 at the +est level.
I 1oul- li.e to than. PRO/+ C.IRAG RAT.O" 1ho has gui-e- me for m3 /ro,ect 1or.
an- /rovi-e- encouragement through out m3 training /erio-.
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7.
O(;E"I$ES OF S"U#Y

No1a-a3s (an.ing sector are +ooming stage it is contri+ute ver3 significantl3 in econom3
gro1th an- also it /rove im/ortant of it. O+,ective +ehin- stu-3 of +an.ing sector I7m
al1a3s interesting to stu-3 -ee/ in +a.ing segment.

!ame of statistic al1a3s attracts me an- +an.ing is one or /lace 1here 1e can learn it ver3
1ell. So I have selecte- +an. an- have /referre- Accessing the Satisfaction level of the
exiting Custome! for Ra23ot "istict Co(o5eative )an3 1ith im/ortant Statistics as
1ell as illustration. So2 I have su+se:uentl3 -eci-e- as m3 to/ic for research.

R#(AN) *"#.
8.
E<EU"I$E SU&&ARY

Ex5eience is the 6est teache!+ "his sa3ing has /la3e- a sai- the in-ustr3 visit as a
/art of the curriculum of the &(A /rogramme of !RI&S. "his visit = conse:uent re/ort on
the stu-ent too. /racticall3 visit the in-ustr3 = stu-3 real (usiness area.
"his /ractical training in the &(A /rogramme of the !RI&S -evelo/s the feeling of
a1areness among the stu-ents of management stu-ies. Along 1ith theoretical .no1le-ge this
training has im/arte- the com/lete e-ucation of /ractical 1orl-2 1hich is the value a--ition in
our course.
"o fulfill these o+,ectives an in-ustrial visit = /ro,ect re/ort have +ecomes an im/ortant
/art of the &(A /rogramme. "his is to have a /ractical out loo. of the managerial as/ect =
1itness the function of management in real +usiness.
I have trie- m3 +est to meet the re:uirement +3 /ro-ucing re/ort that is highl3
illustrative an- clearl3 ex/laining conce/ts that I have learnt -uring the training /erio-. I have
also /ai- enough attention to revising an- refining the -iscussion of ma,or conce/ts customer
satisfaction in R#(an.. "his /ro,ect reall3 has enhance- m3 /ractical .no1le-ge of the
-ifferent management areas2 1hich 1ill +e ver3 much fruitful for me in future.

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9.
*I&I"A"ION OF S"U#Y
"hough I have selecte- the +iggest co>o/erative +an. for m3 stu-3 an- no -ou+t here I
have learnt a lot2 +ut com/are- to nationali0e +an.2 its net1or. is small. "he /roce-ure of
cre-it a//raisal2 various interest rates on -ifferent schemes2 recover3 /rogrammes are s/ecific
to Ra,.ot Nagari. Saha.ari (an. *t-.
Also accessing ?the satisfaction level of the existing customer@ is 1i-e to/icA I have
trie- to cover the most relate- 1ith it.
I#EA* SI"UA"ION
"hough +efore this surve32 there 1as never con-ucte- a surve3 regar-ing to the final
ustomer 1ho are actual Accounthol-er of +an. so the3 res/on-e- me in fine 1a3.
8hen I a//roache- to them the3 1ere ha//3 as the3 have man3 suggestions to give to
"he (an..
Accounthol-er hel/e- me in man3 1a3s2 +3 ta.ing me to the Accounthol-er 1ho 1ere
some 8or-s2 of im/rovement or suggestions to give to the (an..
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10.
ON"EN"
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11.
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Sr. No. "o/ic Page No.
7 Into4uction B9
Earl3 histor3 of +an.ing BC
"he origin of 1or- ?(an.@
"3/e of (an.
Highlights
8 Po2ect at glance
*ocation
(oar- of #irector
Im/ortant -esignation
Organi0ation hart
Profit Anal3sis
8or.ing a/ital
re-it Anal3sis
)e3 /arameters of (an.
S8O" Anal3sis
!eneral Information
Non Agriculture *oan
Sources of Fun-
Fun- use-
&eaning of re-it
re-it &anagement
Forms Of re-it
"ime 1ise +ifurcation of a-vances
Securit3 1ise +ifurcation of a-vances
Process of re-it
9 $aious "e5atment
Account -e/artment
*oan -e/artment
Finance -e/artment
A-ministrative -e/artment
Personal -e/artment
12.
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13.
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: NPA Management
Ho1 account +ecame non>/erforming assetsD
Asset lassification
lassification of Non>/erforming Assets
Reason for NPA
Com5ehensive Stu41 of on Custome Satisfaction
; Reseach Metho4olog1
Pro+lem statement
Research metho-olog3
Sam/le -esign
Research -esign
< "ata Inte5etation =Anal1sis
> /in4ings = Suggestion
Fin-ings
Suggestions
onclusion
? Annexue
(i+liogra/h3
A++reviation
Euestionnaire
Photos
@ Ce4it Polic1
!eneral Eligi+ilit3 riteria for re-it In R#(
Interest Rate on $arious A-vances
Scrutin3 of re-it
"3/e of cre-it
ollection of che:ues
ollection of (ills
14.
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EAR*Y HIS"RY OF (AN)IN!
"HE ORI!IN OF 8OR# ?(AN)@
"YPE OF (AN)
HI!H*I!H"
15.
EAR*Y HIS"ORY OF (AN)IN!

As earl3 as FGGG (..2 the (a+3lonians has -evelo/e- a +an.ing s3stem. "here is
evi-ence to sho1 the tem/les of (a+3lon 1ere use- as +an.s. After a /erio- of time2 there
1as a s/rea- of irreligion2 1hich soon -estro3e- the /u+lic sense of securit3 in -e/ositing
mone3 an- valua+le in tem/les. "he /riests 1ere longer acting as financial CH agents. "he
Romans -i- minute regulations2 as to con-uct /rivate +an.ing an- to create confi-ence in it.
*oan +an.s 1ere also common in Rome. From these the /oor citi0ens receive- loans 1ithout
/a3ing interest2 against securit3 of lan- for 9 or C 3ears.
#uring the earl3 /erio-s2 although /rivate in-ivi-uals mostl3 -i- the +an.ing +usiness2
man3 countries esta+lishe- /u+lic +an.s either for the /ur/ose of facilitating commerce or to
serve the government.
Ho1ever2 u/on the revival of civili0ation2 gro1ing necessit3 force- the issue- in the
mi--le of the BFth centur3 an- +an.s 1ere esta+lishe- at $enice an- !enoa. "he (an. of
$enice esta+lishe- in BBHI is su//ose- to +e the most ancient +an.. Originall32 it 1as not a
+an. in the mo-ern sense2 -uring sim/l3 an office for the transfer of the /u+lic -e+t.
Again the origin of mo-ern +an.ing ma3 +e trace- to the mone3 -ealers in Florence2
1ho receive- mone3 on -e/osit2 an- 1ere len-ers of mone3 in the BCth centur3 an- also in
B9CJ2 the +usiness of +an.ing 1as carrie- on +3 -ra/ers of (arcelona.
In In-ia2 as earl3 as the $e-ic Perio-2 +an.ing2 in most cru-e from existe-. "he +oo.s of
&anu contain references regar-ing -e/osits2 /le-ges2 /olic3 of loans2 an- rate of interest.
"rue2 the +an.ing in those -a3s largel3 mint mone3 len-ing an- the3 -i- not .no1 the
com/licate- mechanism of mo-ern +an.ing.
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16.
"his is true not onl3 in the case of In-ia +ut also of other countries. Although2 the
+usiness of +an.ing is as ol- as authentic histor32 +an.ing institutions have since than
change- in character an- content ver3 much. "he3 have -evelo/e- from a fe1 sim/le
o/eration involving the satisfaction of a fe1 in-ivi-ual 1ants to the com/licate- mechanism
of mo-ern +an.ing2 involving the satisfaction of ca/ital slo1l3 see.ing em/lo3ment an- thus
/rovi-ing the ver3 life +loo- of commerce.
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17.
"HE ORI!IN OF 8OR# K(AN)7
"he 1or- K(an.7 itself -erive- from the 1or- K+ancus7 or K+an:ue7 that is a French. "here
1ere others of the o/inion that the 1or- K(an.7 is originall3 -erive- from the !erman 1or-
K+ac.7 meaning ,oint for 1hich 1as Italianise- into K+anco7.
STATUS %ISE )I/URCATION O/ )AN'S
Sche4ule4 )an3s+
Non(Sche4ule4 )an3s+
Sche4ule4 )an3
In first sche-ule2 !overnment of In-ia notifies the Primar3 (an.s2 1hich are license- an-
1hose -eman- an- time lia+ilit3 are not less than HG crores in BJLI.
!overnment of In-ia notifies the Primar3 +an.s2 1hich are license- an- 1hose -eman- an-
time lia+ilit3 are not less than BGG crores can onl3 :ualif3 to +e inclu-e- in the secon-
sche-ule since BJJ9.
A +an. +ecomes sche-ule- 1hen it fulfils the follo1ings57 A7 gra-e rating from R(I #eman-
an- "ime *ia+ilit3 over BGG rores
Satisf3 the R(I gui-elines relate- to RR an- S*R As /er the norms Priorit3 Sector 1ise
len-ing (enefits of (eing a Sche-ule- co>o/erative are -escri+e- +elo15 R(I 1oul- /rovi-e
Re-iscounting facilit3 at nominal rate. R(I gives remittance facilit3 at /ar. "he -emerit of
+eing a sche-ule- co>o/erative +an. is that the +an. 1ill not get G.HM su+si-3 from R(I.
"he conferment of sche-ule- status on the +an.s has certain a-vantages li.e refinance
facilit32 -irectl3 in-ustrial finance from Reserve (an. of In-ia2 avail of Reserve (an. of In-ia
Remittance facilit3 scheme2 acce/t -e/osits from local +o-ies2 :uasi>government
organi0ation2 religious2 an- charita+le institutions2 guarantees an- che:ues issue- +3 (an.s
are acce/te- +3 !overnment #e/artments. At the same time2 it casts greater res/onsi+ilit3 on
the +an.s in the maintenance of +oo.s of accounts ansu+mission of returns.
Non(Sche4ule4 )an3
"he +an.s2 1hich are not a//lica+le as /er the criteria of Sche-ule- (an.s2 are calle- as a
Non>sche-ule- (an.s. "hese are ver3 small +an.s.
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18.
"YPES OF (AN)S
Reserve (an. of In-ia
Nationali0e (an.
State (an. !rou/
o>o/erative (an.
Private (an.
Foreign (an.
RESER$E (AN) OF IN#IA
"he Hilton>3oung commission2 a//ointe- in BJFN has recommen-e- the necessit3 of centrall3
em/o1ere- institution to have effective control over currenc3 an- financial transaction in the
countr3. Accor-ingl32 the !overnment ha- then /asse- Reserve (an. of In-ia Act2 BJ9C an-
esta+lishe- the Reserve (an. of In-ia 1ith effect from Bst A/ril BJ9H. "he /rinci/al aim
+ehin- this 1as to organi0e /ro/er control over the currenc3 management in the interest of
countr3 +enefits an- to maintain financial sta+ilit3. 8ith this2 the R(I mainl3 loo.s after the
follo1ing im/ortant functions5
"o .ee/ effective control over creation of cre-its an- currenc3 su//l3
"o control the (an.ing transactions of entral an- State !overnments
"o act as entral a-ministere- Authorit3 of all other (an.s in the ountr3.
"o organi0e control over Foreign urrenc3 "ransaction
"o assist for im/rovement in financial as/ects of the countr3
Nationali0e (an.s
"he (an.ing om/an3 Act esta+lishes it in ;ul3 BJNJ +3 nationali0ation of BC ma,or +an.s of
In-ia. "he sent /ercent o1nershi/ of the +an. is of government of In-ia.
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19.
State (an. !rou/
"he State (an. of In-ia 1as esta+lishe- un-er the State (an. of In-ia Act2 BJHH2 the
su+si-iar3 +an.s un-er the State (an. of In-ia %su+si-iar3 (an.s' Act2 BJHJ. "he Reserve
(an. of In-ia o1ns the State (an. of In-ia2 to a large extent2 an- rest of the /art is some
/rivate o1nershi/ in the share ca/ital of State (an. of In-ia. "he State (an. of In-ia o1ns
the su+si-iar3 (an.s.
Ol- Private (an.s
"hese +an.s are registere- un-er om/an3 Act2 BJHN. (asic -ifference +et1een co>o/erative
+an.s an- /rivate +an.s is its aim. o>o/erative +an.s 1or. for its mem+er an- /rivate +an.s
1or. for earn /rofit.
Ne1 Private (an.s
"hese +an.s lea- the mar.et of In-ian +an.ing +usiness in ver3 short /erio-2 +ecause of its
variet3 of services an- a//roach to han-le customer2 also +ecause of long 1or.ing hours an-
s/ee- of services. "his is also registere- un-er the om/an3 Act2 BJHN.
Foreign (an.s
Foreign (an. means multi>countries +an.. In case of In-ia Foreign (an.s are such (an.s2 1hich o/en
its +ranch office in In-ia an- their hea- office is outsi-e of In-ia.
Regional Rural (an.s %RR('
Regional Rural (an.s are a--e- in In-ian (an.ing since Octo+er BJIH. "he !overnment of
In-ia in terms of the /rovision of the Regional Rural (an. Act BJIN has esta+lishe- these
+an.s. "he -istinctive feature of Regional Rural (an. is that through it is a se/arate +o-3
cor/orate 1ith the ommercial (an.2 1hich has s/onsore- the /ro/osal to esta+lish it. "he
entral !overnment2 1hile esta+lishing a Regional Rural (an. at the re:uest of a
ommercial (an.2 shall s/ecif3 the local limits 1ithin 1hich it shall o/erate. "he Regional
Rural (an. ma3 esta+lish its +ranches or agencies at an3 /lace 1ithin the notifie- area.
State (an. of Saurashtra s/onsors Regional Rural (an.s in Saurashtra.
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20.
o>o/erative (an.s
State o>o/erative (an.s
State o>o/erative (an. means the /rinci/al o>o/erative societ3 in the state. "he /rimar3
o+,ective of 1hich is the financing other co>o/erative societies in the state.
entral O #istrict o>o/erative (an.s
entral O #istrict co>o/erative (an. means the /rinci/al co>o/erative societ3 in a -istrict2 the
/rimar3 o+,ective of 1hich is the financing of other co>o/erative in that /articular -istrict.
Primar3 O Ur+an o>o/erative (an.s
"he /rimar3 o+,ective of /rinci/al +usiness of 1hich the transaction is of +an.ing +usiness an- /ai-
u/ share ca/ital an- reserve of 1hich are not less than ru/ees BGG2GGG an- +3e>la1s of 1hich -o
not /ermit a-mission of an3 other co>o/erative societ3 as a mem+er.

R#(AN) *"#.
21.
R#( > "he Small &an7s (ig (an.
S.RI RA&'OT "ICTRICT CO(OPERATI$E )AN' *T"+
RA&'OT
HI!H*I!H"
%As on 9BOG9OFGGI'
(an. 1as registere- inBJHJ an- has commence- 1or.ing in BJNG.
(an. is hol-ing +usiness license No. RP# 4 AH& 4H 4 #" BCOJOBJJC.
(an. having BFI +ranches in the -istrict.
(an. having NI its o1n (ranch +uil-ing inclu-ing hea- office.
IF +ranches having its o1n Safe #e/osit *oc.ers facilities %inclu-ing H.O.'
(an. having ILH em/lo3ees as on #". 9BOG9OFGGI%BBN in Hea- officePNNJ in other
+ranches'.
All BFI (ranches P Hea- office are full3 com/uteri0e-.
*ast 9F 3ear +an. is o+taining Au-it class ?A@.
"he total -e/osit Rs.IJI.H9 crores2 1hich consist NB.NIM la1 cost -e/osit.
(an. having share ca/ital of Rs.FF.NI rores2 reserve fun- an- other fun- Rs.BGI.NJ
crores 1or.ing ca/ital Rs.BFHN.JG crores.
"otal investment is Rs.CIB.G9 crores %1ith +uil-ing furniture= com/uter'.
(an. has o+taine- loans of 9BI.JJ crores.
"otal a-vances oOs are Rs.I9BO>crores.
(an. is earning /rofit since its +eginning .As on 9Bst march 2FGGIafter enough
/rovisioning the net /rofit 1as of Rs.I.IH crores.
(an. is /a3ing maximum -ivi-en- accor-ing to /rovision of the act2 since last BH 3ears.
As on 9Bst march2 FGGI the total cost of management 1as FG9HM %average'.
As on 9B>9>FGGI financial margin of the +an. is 9.FJM an- net margin is B.BHMlelel
%average'.
a/ital ris. a-e:uac3 ratio s on 9B>G9>FGGI is BB.IFM.
Since last 9G 3ear +an. is maintaining first ran. in !u,arat sate for the recover3
/erformance. as on 9Gth ;une2 FGGN recover3 1as JJ.JGM.
Rate of interest on -e/osit are +et1een HMtoL.FH/ercent.
&aximum shot term Agriculture loan issue- -uring FGGN>GI 1as Rs.NBL.9H crores at rate
of interest of IM to farmers an- 1ith H.HM to PAS %/rimar3 agriculture cre-it societ3 '
as /er on !OI7s criteria.
Out of HJJ non>su+or-inate staff F9H em/lo3ees are traine- as on -ate 9BOG9OFGGI.
As on 3ear en-ing FGGI there is non>/erformance Assets 1ere Rs.BL.BN crores thus gross
NPA F.CLM an- net NPA is G.9JM of total a-vances.
As /er /ru-ential norm +an. has ma-e /rovision of Rs.FL.JJ rores against the
re:uirement Rs. FC.9L rores for NPA /rinci/al an- interest.
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22.
As on 9BO9OFGGN the total num+er of affiliate +orro1ing PAS are C9B out of these CFL
are /rofit ma.ing.
Each societies having its o1n go-o1n facilities an- having in-e/en-ent 1ell :ualifie-
secretaries.
Average 1or.loa- /er staff -uring the 3ear FGGN>GI 1as Rs.B.JN rores.
"here are CCI PAS affiliate 1ith the +an. as on 9BO9OGI out of CCI PAS# C are
over-ue.
ost of management of the societies is at the level of F.BL /ercentage %As on 9BO9OFGGN'
(an. has intro-uce- a grou/ P.A. insurance /olic3 to cover the ris. of Rs.B.HG la.hs for
regular loanee mem+er of the societ3. (an. has /ai- Rs.BHL la.hs out of total /remium of
Rs.FBJ la.hs.
(an. has starte- to /rovi-e the me-ical +enefit scheme for PAS mem+er from
#t.FFONOGC an- en- of this 3ear total /ai- RS.FC2 LI2CGGO> to CHL .i-ne32 stone2 cancer2
+rain hamrage2 /aral3sis2 hear- attac. /atient as social o+ligation of +an..
(an. al1a3s -oing /re/lanning for +etter recover3. (an. is arrange regular meeting at
talu.a level /lace for the /ro/er /lanning2 in the /resence of +ranch manager2 ins/ector2
0onal officer #3.manager2 manager2 local -irector an- secretaries of the societ3. Ra,.ot
-istrict +ifurcate- in five 0one hea-e- 1ith #Y. &anager 0onal. Ever3 /ossi+le effort are
ma- for +etter an- in the time BGGM recover3
(an. has receive- five time in a ra1 the ?+est /erformance a1ar-@ for the +etter
/erformance in the all as/ect of the 1or.ing at the state level along 1ith the shiel-2
certificate of merits an- cash /ri0e from NA(AR# .
+an. has sen- N9 PAS secretaries for training at NI& !an-hinagar = /ai- their
ex/enses Q Rs.BGGG /er each.
"here are N9F total storage go-o1n 1ith PAS of 1hich B9H PAS are 1ith FGB go-o1n
of nation gri- scheme.
Recentl3 JIGgo-o1n7s loan is -istri+ute- un-er ?rural go-o1n scheme@. %cre-it lin.
ca/ital investment su+si-3 scheme'.
"o im/lement )... scheme at ver3 first 3ear +an. has /rovi-e total ex/enses of Ra.
BN2LI2HGGO> relate- )... car- = stationar3 ex/enses.
As /er NA(AR# an- !.O.I. gui-elines +an. has issue- B.II *a.hs )isan cre-it car-.
(an. is first in In-ia for launching ?Smart )isan re-it ar-@ from 3ear FGGC>GH as a
a--ition facilit3 to )... hol-er.
"otal /riorit3 sector loan outstan-ing of Rs.NG9.GN rores as on 9BO9OGI .
(an. has issue- B2FIN>s1aro,gar cre-it car- un-er NA(AR#7S Scheme.
"here are B2GH9 SH!s = S( AOc 1ith +an. +ranches. an- +an. has sanctione- loan of Rs.
G.H9 rores for BNN SH!s.
(an. is a1ar-e- for S.H.!. lin.ages /rogramme for "1o 3ears.
"he total cre-it /lan of ra,.ot -istrict un-er service area a//roach is Rs. F2BFH.FL crores.
Against this2 the +an. has envisage- the cre-it outla3 of Rs.B2 GCH.9H rores. It has largest
i.e. CJM share in AP FGGI>GL of Ra,.ot #istrict.
"his +an. is first to launch ?mahalaxami self hel/ cre-it car-@ scheme for the mem+ers of
self hel/ grou/ 1ith the motto to getting loan smoothl3 from the +an..
R#(AN) *"#.
23.
R#(AN) *"#.
24.
*OA"ION
Registere- Office5
"ele/hone No. %Acco'>FFFCLNH
P.(.< No. > FF9BNHG>B>F>92
FFFNNBG>NG>IG2
Resister No.5FCJCGOBJHJ
*ocation No.5RP#OA&HOHH>OBJJC
R#(AN) *"#.

?;illa (an. (havan@
)astur+a Roa-
Ra,.ot
Pin No5 9NGGGB
25.
Fax No.5 A-ministration> GFLB>FFF9CHI
Account> GFLB>FFFNNHG
8e+site5 111.r-c+an..in

E>mail5 r-c+an.Q+snl.in
InfoQr-c+an..in
R#(AN) *"#.
26.
S"RU"URIN! OF (UI*#IN!
Bst floor %account -e/artment'
Fun- management
ash management
Statistics
#e/osit
learing
;PA issuance
Au-it
Reconciliation
Fn- floor
Office of chairman shri
P(<>"ele/hones
om/uter
9
r-
floor
A-ministration
Personnel
!eneral managers
*egal office
Cth floor
(oar- room
&.# = vice chairman office
IN! v3a3a office
Hth floor
*oans section
Finance section
*i:ui-ation
(ranch au-it
PAS ins/ection
$igilance
Nth floor
)issan guest house
Ith floor
$i/ guest house
Lth floor
&eeting holl
Jth floor
$$IP guest house
R#(AN) *"#.
27.
Shri $itthal+hai Ra-a-i3a
%chairman Shri'
Shri !hansh3am+hai )hattari3a
%$ice hairman Shri'
Shri $a-ha,i+hai (o-a
%managing #irector'

R#(AN) *"#.
Shri &agan+hai !honi3a%#irector Shri'
Shri #a3a+hai Patel%#irector Shri'
Shri Arvin-+hai "aga-i3a%#irector Shri'
Shri hhagan+hai So,itra%#irector Shri'
Shri !or-han+hai !hameli3a%#irector Shri'
Shri #inesh+hai (huva%#irector Shri'
Shri Har-ev+hai ;a-e,a%#irector Shri'
Shri *alit+hai Ra-a-i3a%#irector Shri'
Shri ;eram+hai Patel%#irector Shri'
Shri Pravin+hai Rai3ni %#irector Shri'
Shri &ahama- Pir,a-a%#irector Shri'
Shri Har,i+hai A,ani%#irector Shri'
Shri 3agnesh+hai ;oshi%#irector Shri'
Shri #r.+alu+hai Ara-va%#irector Shri'
Shri Nanu+hai v.vaghani%#irector Shri'
Shri Harichan-rasinh ;a-e,a%#irector Shri'
Shri &ansu.h+hai (hut%#irector Shri'
Shri Ha-a+hai Ra-rava-i3a%#irector Shri'
Shri (.. Sa.hi3a%#irector Shri'
Shri .N."ara/ara%!eneral manager '
28.
BOARD OF DIRECTORS 2007
OSI#ERA(*E POIN"
o #uring last ten 3ear +an. has raise- -e/osit Rs.9CB corers to Rs. IJL
orers.
o (an. having Rs. JIG lacs fun- for sharehol-er2 1hich has reache- unto
Rs.FFNI lacs.
o (an. have Rs. FJJF lacs reserve 1hich has reache- Rs.BG2INJ lacs.(3
-oing this +an. ma.es ver3 Strong financial con-ition.
o "his +an. has got )est 5efomance aAa4! an- /ri0e last five 3ear +3
/rime minister an- finance minister.
o First +an. in In-ia2 1hich gives cre-it at H.HM on ) an- after /a3ing
tax lia+ilit3 of Rs.99H lacs although net2 /rofit Rs.IIH lacs.
o (an. has also got ?"eca4e aAa4! an- /ri0e +3 state co>o/erative +an.
an- +3 -oing JJ.JGM Recover3 +an. has got first /osition in the state it
maintains last B9 3ear. "his is the first +an. in agriculture -evelo/ment
+an. in state.
o (an. has given 'CC an- smat ca4 facilit3 for all farmers.
o All farmers an- em/lo3ees got shiel- of /ersonal acci-ent assurance
/olic3 amount of Rs. B2HG2GGG.
o "he grou/ mem+er of lin.age self hel/ grou/ can get easil3 cre-it so that
+an. has start /lan of Mahalaxmi Self .el5 Ce4it Ca4!
o (an. also hel/ful in -ifferent -isease li.es cancer2 heart attac.2 +rain
hemorrhage2 +3 fulfill all terms an- con-ition.
o (an. has commercial +uil-ing locate- in a /ose area in Ra,.ot. an3 )
hol-er can sta3 in guest house +3 /a3ing Rs.BG.
o *oc.er facilit3 availa+le for FC hours an- NH -a3s2 3ou can get loan of
rs.BGGGGG against gol- ornament from BG am to BG /.m
o Enhancing non>+an.ing facilit3 +3 tie- u/ 1ith IN! $YASYA an-
IFFO "O)IO !ENERA* INSURANE O. for getting /ersonal life
insurance an- Home insurance
o All +ranches have +een full3 com/uteri0e-.
o Accor-ing to R(I2 +an. has net NPA of G.9J M onl3.
R#(AN) *"#.
29.
AO&P*ISH&EN" OF R#(AN)
ontinuousl3 get au-it class ?a@ still to 9B 3ear
Still to last BC 3ear BHM -ivi-en- -istri+ute accor-ing to maximum limit of
regulation.
Net1or. of +an. 1ith BFIPB +ranches an- hea- office an- ILL em/lo3ees entire
surren-er to customer.
BGB +ranches entire com/uteri0e- an- left all +ranches 1ill ma.e com/uteri0e- +3
the en- of this 3ear.
ontinuousl3 get 6est 5efomance aAa4! still to last five 3ear.
?"eca4e aAa4! from a/ex +an. %state co>o/erative +an.' for +est recover3.
NA(AR# gives title of 5ionee )an3!
Agriculture affiliate cre-it gave ver3 li+eral an- ver3 :uic. an- BGGM cro/ cre-it
+3 .issan cre-it car-.
Among (an.s total cre-it LCM for /riorit3 sector CBM for small farmers an-
financial +ac.1ar- class.
FREEUEN" RE#I" P*AN
All t3/e of cre-it for agriculture an- agriculture -evelo/ment.
re-it against *.I.ON.S.O).$.P AN# ornament
re-it for home loan an- home renovation.
re-it for e-ucational /ro/ose an- small +usiness.
onsumers cre-it for t1o>1heeler an- home a//liances.
I&POR"AN" #ESI!NA"ION

hairman Shri5 Shri $ithal+hai Ra-a-i3a
$ice hairman Shri5 Shri !hash3am+hai )hatari3a
!eneral &anager5 Shri .N. "ara/ara
&anaging -irector5 Shri vagha,i+hai (o-a
R#(AN) *"#.
30.
OR!ANIRA"ION HAR" OF R#(AN)
Inte5etation, organi0ation chart of R#(an. clearl3 sho1s that it is full3 s3stematic
as 1ell as -e/artmental. "he s/ecif3 1or.s has +een /erforme-
accor-ing line organi0ation. Here 1e can see that the flo1 of authorit3
moves u/ to -o1n an- res/onsi+ilit3 moves -o1n to u/. So the
organi0ation o/erate +3 -ifferent -e/artment

R#(AN) *"#.
31.
!eneral &anager
A--i. !eneral &anager
A-ministration Finance Accounts
Personnel *oans
#e/u.a-mi7on #e/u.finance #e/u.account #e/u./er7nel
#e/u./er7nel
ler. ler. ler. ler. ler.
PROFI" ANA*YSIS

Year Profit in Crores
31/03/03 8.5
31/03/04 10
31/03/05 9.5
31/03/06 10.65
31/03/07 7.75
Profit in Crores
8.5
10
9.5
10.65
7.75
0
2
4
6
8
10
12
31/03/03 31/03/04 31/03/05 31/03/06 31/03/07
Financial profit
P
r
o
f
i
t

Profit in Crores
PROFI" FOREAS"IN!
Here assuming that
Year =x So2 x
FGG9 = x
Profit
y =

R#(AN) *"#.
Year Profit In Crores
31/03/03 8.5
31/03/04 10
31/03/05 9.5
31/03/06 10.65
31/03/07 7.75
32.
2 C 2 9 2 F 2 B 2 G = x
R#(AN) *"#.
33.

+ =
+ =
+ =
F
x b x a XY
x b na Y
bx a Y
+ = G H C . CN b a
9 . J
H H . CN
=
=
a
a

+ = BG G LH . b a
GLH . G
BG LH .
=
=
b
b
So after /utting the value
GLH . G 2 9 . J 2 2 = = + = b and a where bx a Y
' FGGH % GLH . G 9 . J
GLH . G 9 . J
=
=
x Y
X Y
so2 regression line for /rofit
' FGGH % GLH . G 9 . J = x Y
forecaste- /rofit for u/ coming 3ear
<SFGGL
' FGGH % GLH . G 9 . J = x Y

<SFGGJ
S J.9>.GLH%FGGJ>FGGH'
SJ.9>G.GLH%C'
SJ.9>.9C SL.JN
YSJ.9>G.GLH%FGGL>FGGH'
SJ.9>G.GLH%9'
SJ.9>.FHH
SJ.GCH
<SFGBG <SFGBB <SFGBF <SFGB9 <SFGBC
SJ.9>GCFH SJ.9>G.HB SJ.9>G.HJH SJ.9>.NL SJ.9>.INH
SL.LIH SL.IJ S L.IGH SL.NF SL.H9H
R#(AN) *"#.
Year(! Profit In Crores ("! #$%2005 #Y
31/03/03 8.5 %2 4 %17
31/03/04 10 %1 1 %10
31/03/05 9.5 0 0 0
31/03/06 10.65 1 1 10.65
31/03/07 7.75 2 4 15.5
total 46.4 0 10 %0.85
34.
F
X
hatting of forecaste- Profit
Profit in Crores
9.045
8.96
8.875
8.79
8.705
8.62
8.535
8.2
8.3
8.4
8.5
8.6
8.7
8.8
8.9
9
9.1
Year
P
r
o
f
i
t
Profit in Crores
Inte5etation, here 1e can inter/ret that the tren- of /rofit sho1s negative +ut it is
totall3 -e/en-s on the /ast figure so it cannot give real /icture. Authorit3
gives manifestation a+out the negative tren- that +an. give su+si-3 at the
ver3 lo1 rate among the all other +an. an- also /ai- high rate on current
account.
8OR)IN! API"A*
R#(AN) *"#.
Year Profit in Crores
31/03/2008 J.GCH
31/03/2009 8.96
31/03/2010 8.875
31/03/2011 8.79
31/03/2012 8.705
31/03/2013 8.62
31/03/2014 8.535
35.
Working Capital
871
914
887
939
1257
0
200
400
600
800
1000
1200
1400
31/03/03 31/03/04 31/03/05 31/03/06 31/03/07
Year
W
.
C
.
i
n

C
r
o
r
e
s
Inter/retation, Here 1e can see that the tren- of 1or.ing a/ital is Increasing +ut 3ear
FGGH 1here it -ecrease is it ,ust Exce/tion case through the given five
3ear. So increment in 1or.ing ca/ital2 1hich -e/ict that increase in -ail3
an- regular transaction.
R#(AN) *"#.
Year &.C.in Crores
31/03/03 871
31/03/04 914
31/03/05 887
31/03/06 939
31/03/07 1257
36.
RE#I" ANA*YSIS
Credit
490
519
567
674
731
31/03/03
31/03/04
31/03/05
31/03/06
31/03/07
C
r
e
d
i
t

R
s
.
year
R#(AN) *"#.
Year Cre'it in Crores
31/03/03 490
31/03/04 519
31/03/05 567
31/03/06 674
31/03/07 731
37.
Inte5etation, here 1e can inter/ret that 3ear>+3>3ear cre-it hol-ers are increase. it7s sho1s
favora+le /olic3 for cre-it.
RE#I" ANA*YSIS

Increment in Percentage 9BOG9OG9 to 9BOG9OGI
#ifference SI9B>CJG
SFCB
BGG CJG FCB = e lPercentag Incrementa
SCJ.BL9NM
So here 1e can sa3 that a//roximatel3 cre-it 1hich has +een -ou+le- -uring the five 3ear.
R#(AN) *"#.
(i)e *+ration Cre'it in Crores Percenta,e
2003 490 0
2004 519 5.91836
2005 567 9.24855
2006 674 18.8712
2007 731 8.45697
38.
Inte5etation, "he -iagram sho1s that com/an3 3ear +3 3ear enhances the facilit3 of cre-it
for their customer. it -ou+le- ever3 3ear exce/tion FGGN to FGGI.FGGN to
FGGI full3 ma.es control over cre-it facilit3.
)EY PARA&E"ERS OF (AN) %FGGN>GI'
R#(AN) *"#.
39.
0
5.91836
9.24855
18.8712
8.45697
0
2
4
6
8
10
12
14
16
18
20
2003 2004 2005 2006 2007
R#(AN) *"#.
Particulars Aveage
5osition
4uing the
1ea 8BB;(
B<Cin coeD
Actual
Position as
on 97EB9EB<
Cin coeD
Share a/ital FBNH.GH FFNN.IH
Free Reserve ICC9.LJ LGCH.GG
"otal Reserve BGLNH.GC BBLLB.CG
Net %oth ?;B>+?@ 7B977+<:
#e/osits I9LGH.FB IJIH9.99
(orro1ings FCBJC.NI 9BIJJ.FH
Investments FNC9L.HB CHFCL.II
*oan an- A-vances LG9GB.JJ I9BCJ.9N
%o3ing /un4s 77799@+>> 78:;>?+?9
ost of #e/osit C.JJM
ost of (orro1ings H.IHM
Yiel- on *oan = a-. L.IBM
Yiel- on Investment N.HLM
ost of Fun-s C.HNM
Yiel- on Fun- I.LHM
&isce. In income as M to 1or.ing fun- G.FBM
Financial &argin 9.FJM
ost of management %FNBL.HC'M1or.ing fun- F.9HM
Net &argin B.BHM
Salar3= allo1ances as M to total income FF.IHM
Salar3= allo1ances %FGCG.CH' as M to total com II.JFM
Salar3= allo1ances %FGCG.CH' as M to 1.c. B.LCM
(orro1ings as M to A-vances 9G.B9M
RAR BB.IFM
!ross NPA %BLBN.CL' as M to total loan=a-. F.CLM
Net NPA G.9JM
(usiness /er staff BJN.9B BJC.IL
(usiness /er +ranch BFG9.JN BBJC.HH
Salar3 /er staff F.NG
Net /rofit IIH.GG
40.
S8O" ANA*YSIS
Strengths
R#(AN) *"#.
41.
Eualit3 (ase- service
Relia+le onsumers
*o3al Em/lo3ees
Highl3 "raine- Em/lo3ees
High ommercial (uil-ing locate in re/ute- area
Po1er full management
Em/lo3ees al1a3s rea-3 to carr3 challenges
8ea.nesses
8ea. U/-ating of the 8e+ site
*o1 Pa3 Scale
O//ortunities
ore (an.ing
Hel/s From !ovt.
a/ture &ar.et Segment
"hreats
om/etitors
Una1areness of rural /eo/le
R#(AN) *"#.
42.
!ENERA*

Shae Ca5ital an4 no+ Of Mem6es

Accor-ing to last 3ear the total amount of share fun- 1as F2B9H.GG *ac.s an-
through 3ear increase in share ca/ital Rs. B9C.LHan- also Amount of Rs.F.IG gave +ac.
as share ca/ital fun-2 so after -oing all settlement en-ing on 9BOG9OGI Rs.FFNN.IH left as
share fun- .On 9BOG9OGN the total num+er of sharehol-er 1as L9J 1ith +an.. "hrough
3ear other nine a--itional co>o/erative institutes 1ere a--e- so it finall3 +ecame LCL
mem+ers.
Reseve an4 fun4
At the en- of 9B>G9>GN total amount 1ith fun- 1as JI9H.BB -uring the 3ear the
increase of amt. Rs. BG9C.9H at the en- of the 3ear the total amt. 1as BGINJ.CN *acs .
Savings
#ue to this situation2 the o>O/erative +an.s small net1or.. *imite- fun-s an-
small +usiness of cit37s = village2 an- limite- loans 1hich -eci-e- +3 NA(AR#2 an-
1hich Profit ma-e that also 9GM taxa+le accor-ing to this +u-get Announce-.
#uring this struggle this +an. has increase there saving BFB crores to IJL rore
1ithin last eleven 3ear. NB /ercent amount of it cre-it as lo1 cost.
R#(AN) *"#.
In-ex Particular Share hol-er Share ca/ital Rs.
B Agriculture co>o/erative &an-li CHB BL2HI2HG2NHG
F Non Agri . co o/erative &an-li FCI F2BH2LB2BGG
9 Other &an-lies FN J2BB2NHG
C Peo/le o>O/erative (an. B9 B29N2BB29GG
H "alu.a &an-li BJ 9J2LF2CGG
N &il. /ro-uce &an-li N9 92992IGG
I Housing &an-li BC F2GF2IHG
L 8ater irrigation &an-li B9 F2JB2HHG
J Oil /ro-uction &an-li F BG2BGG
"otal LCL FF2NN2IH2FGG
43.
Investment of fun4s+

Un-er gui-ing of R(I = NA(AR# an- the governor rules vOs IB the +an. shoul- invest there
fun- in central govt. state government trust securities 1hich -iscuss more -etail +ehin-. En-
of the 3ear total fun- Rs.CH2 FCJ lacs.
Extenal "e6t
NA(AR# has Pvt. the ne1 scheme for +an.s that -ifferent schemes areas un-er.
*oans
Un-er gui-e of government of In-ia for the /ur/ose of agriculture -evelo/ment the
+an. has -eci-e to -a++le there loans 1ithin three 3ears for this /ur/ose un-er %)' .isan
cre-it car- the +an. have /ass loan of Rs. NBJ rore an- NA(AR# have su//ort of Rs. F9C
rore.
R#(AN) *"#.
In-ex Particular (orro1ings
In *acs
re-it o/to9BOG9OGI
B Short term loan %).).' F92CGG.GG F92CGG.GG
F Pro,ect *en-ing BBJN.LL N9HH.LG
9 Rural Housing Scheme FG9.9F LFH.BG
C NA(AR# non farm tin3 cottage H9.JF NGF.HJ
H NA(AR# ARS farm > HIL.N9
N ash re-it Non Agriculture > 9J.B9
I "otal FC2LHC.BF 9B2IJJ.FH
44.
Me4ium tem Agicultue *oan+

As /er the re:uirement of farmer 1hich nee-s li.e2 irrigation2 S2R2".O attle
lan- /urchase the +an. have /ass Rs. HN.GI
crore an- other tractor I trailer *oan of Rs. CC crore.

Annual ce4it 5lan
As /er the gui-ing of reserve +an. of In-ia. "he target for loan in -istrict of Rs.
FBFH.FL R# +an. target 1as Rs. BGCH.9H8hich 1as almost higher than half.
R#(AN) *"#.
45.
Self em5lo1ment ce4it ca4
For the esta+lish self em/lo3ment in rural area an- -evelo/ small +usiness the R#
+an. has /ass BFIN ar- an- loan of Rs. C9 *ASan- total BBCC ar- an- loan of Rs. 9.BL.
Self hel/ grou/ +an. lin.age /rogramme-
For -evelo/ small an- /oor /eo/le in societ3 an- -evelo/ment of there chil- an- give
them social status un-er gui-e- of NA(AR# BGH9Self hel/ grou/ (an. Account an- this
+an. have /ass loan of Rs. G.9Crore
Smat 'ishan Ce4it Ca4 C'CCD
8ithin the co>o/erative +an. in our countr3 Ra,.ot #istrict o>O/erative +an. is first
1ho have starte- this facilit3. In this ) the farmer can get emergenc3 loan u/ to BG.GGG.
R#(AN) *"#.
46.
NON>A!RIU*"URE *OAN
Rual Go4aAan #o2ana

Year FGGH>GN govt of In-ia has starte- follo1ing scheme 1ith su+-ues.
In-ex Year No. of !o-a1an
"otal ca/acit3 of
go-a1an%metric tons'
Pai- su+si-3 amt. %Rs.
*ac.
B FGG9>GC LN B92LGG NB.HC
F FGGC>GH BHH FB2CGG BGF.NC
9 FGGH>GN FNL FL2CGG LB.IL
C FGGN>GI C9B CH2NI9 BIB.BN
H "otal
JCG
B2GJ2FI9 CBN.LB
86
155
268
431
0
50
100
150
200
250
300
350
400
450
2003%04 2004%05 2005%06 2006%07
2003%04
2004%05
2005%06
2006%07
Inte5etation5 Here 1e seen that the num+er of go-o1n 3ear +3 3ear it is increase .it is
a//roximatel3 -ou+le- ever3 3ear.
R#(AN) *"#.
47.
.ousing loan
For the construction or /urchase a house for resi-ent or +usiness -uring the 3ear +an.
have /ass loan of Rs.BG9C.HN*a.hs2 for JNC&em+er IBF ur+an area at Rs.BNHG.9Gan- total
Amt. of *oan is FNLC.LN*ac.s.
*oan Again Gol4 &eAel1
For the emergenc3 nee- of mone3 for the /eo/le of Rural or ur+an this +an. is /rovi-e
loan u/ to HG2GGG at rural area an- u/ to B2GG2GGG at ur+an level.
loan agains n+s+c+ E 3+v+5 = lic
For the loan against /ost office2 national saving certificate )ishan $i.as Patra2
insurance /olice2 this +an. /rivate emergenc3 loan in all the +ranch in the 3ear FGGNOGIfor
this /ur/ose this +an. have /rovi-eFHL.CL lac.loantoHJJmem+ers.
R#(AN) *"#.
48.
bx a Y + =
&AIN FUN# INF*O8 %SOURES OF FUN#S'
OAne4 4e5osit
"e5osits
)ooAings
Othes
OAne4 4e5osit
"he o1ne- fun-s consisting of /ai- ca/ital of the +an.2 reserve fun-2 an- other reserves.
"e5osits
It is sum of current -e/osits2 fixe- -e/osits2 saving -e/osits2 s/ecial saving -e/osits2
NRI -e/osits2 ino/erative -e/osits2 etc. It is the main ash Inflo1 for an3 institution.
)ooAings
"he +orro1e- fun-s consisting of +orro1ings from other +an.s %as /er some 1riter
-e/osits of various t3/es is also /art of +orro1e- fun-s'2 -e+entures offere- to /u+lic2 etc.
Othes
Increase in current lia+ilities2 re-uction in -e+tors2 fun- from o/erations li.e net
income2 -e/reciation2 an- reserves2 less /a3ment to cre-itors2 re-uction in a-vances2
re-uction in inventories2 re-uction in cash2 sol- mar.eta+le securities2 etc.
R#(AN) *"#.
49.
&AIN FUN# OU"F*O8 %FUN#S USE#'
RR %ash Reserve Ratio' 1ith Reserve (an. of In-ia
S*R %Statutor3 *i:ui-it3 Ratio' in Reserve (an. of In-ia a//rove- securities.
*oana+le Fun-
Others
CRR CCash Reseve RatioD Aith Reseve )an3 Of In4ia
"he ca/acit3 of cre-its creation of +an. is -e/en-ing u/on their cash flo1 receive-. "o restrict this
cre-it creation2 the reserve +an. of In-ia has -irecte- their terms. In case of sche-ule- +an.s an-
sec.BL of +an.ing regulation act are re:uire- to maintain the cash reserve ratio TQ C.IHM an- non>
sche-ule- +an. Q 9M of their -eman- an- time lia+ilit3 amounts se/aratel3. "he sche-ule- +an.s are
re:uire- to -e/osit the cash reserve ratio amount 1ith Reserve (an. of In-ia 1hile the non>sche-ule-
+an.s are re:uire- to maintain se/arate account for this. "he Reserve (an. of In-ia is also em/o1ere-
to raise the cash reserve ratio u/ to BHM onl3 in res/ect of sche-ule- +an.s. It is maintaine- re/orte-
to R(I ever3 fortnight.
T9Gth A/ril R(I -eclare- ne1 cre-it /olic3 an- as /er that R(I re-uce- RR 1ith G.FHM
#eman- an- time lia+ilit35
"ime lia+ilit3 is relate- 1ith time li.e2 fixe- -e/osits
#eman- lia+ilit3 is relate- 1ith the -eman- li.e2 urrent -e/osits2 ino/erative -e/osit2 an-
mature- fixe- -e/osits
S*R CStatuto1 *iFui4it1 RatioD
"he cash flo1 for regular +an.ing transactions mainl3 -e/en-s u/on -e/osit receive- in the
+an.. "he reserve +an. of In-ia there fore /uts some restrictions on utili0ation of these
amounts. "he sche-ule- an- non>sche-ule- +an.s are re:uire- to -e/osit FHM amount of their
-eman- an- time lia+ilit3 amount in the securit3 a//rove- +3 reserve +an. of In-ia. "hese
securities are converte- into cash an- therefore the3 are terme- as Kli:ui- assets7 an- FHM
amount terme- as Kli:ui- ratio7. "he reserve +an. of In-ia is em/o1ere- to raise this li:ui-it3
ratio from FHM to CGM. It is maintaine- average fortnight an- re/orte- to R(I.
R#(AN) *"#.
50.
*oana6le /un4
re-it -e/osit ratio is not more than IGM.
*oana+le fun-s means amount of mone32 1hich is a//lica+le for len-ing. "hree main factors
o1n fun-2 -e/osits2 an- +orro1ings -eci-e it. A-vances can never +e more than loana+le
fun-.
*oana+le fun- is a total of5
IHM of o1n fun-s
IGM of -e/osits
BGGM of +orro1ings
Othes
Purchase of fixe- assets2 /urchase of mar.eta+le securities2 a--ition to a-vances2 a--ition to
inventories2 /a3ment to cre-itors2 /a3ment of -ivi-en-2 etc...
&EANIN! OF RE#I"
"he 1or- Kcre-it7 is actuall3 -erive- from the *atin 1or- Kre-ere7. Kre-ere7 means to have
trust or faith. "hus Kcre-it7 is -irectl3 relate- 1ith trust. "hat is 1h3 State For- state- that
Kre-it is nothing more than that of trust7. (3 this 1e can sa3 that cre-it is a tool that is
resulte- +3 the com/lete mutual trustOfaith.
Kre-it creation im/lies a situation 1hen a +an. ma3 receive interest sim/l3 +3 /ermitting
customer to over-ra1 their accounts or +3 /urchasing securities an- /a3ing for them its o1n
che:ue or +an. ma3 /a3 amount to +orro1er or -irectl3 to seller of goo-s 1hom against
+orro1er get amount7.
RE#I" &ANA!E&EN"
re-it management means the total /rocess of len-ing start from in:uir3 from /otential
+orro1er to recover the len-ing amount from +orro1er. 8henever m3 stu-3 is concern2 cre-it
management in sense of +an.ing sector is the set of activities li.e Exce/t a//lication2 loan
a//raisal2 Sha.h /osting2 monitoring2 recover32 NPA management2 etc.
R#(AN) *"#.
51.
FOR&S OF RE#I"OA#$ANES
*oan Ctem loanD
Cash ce4it an4 ove4afts
Puchase E4iscounting of 6ills
)an3 guaantee
*oanEtem loan
In case of a loan a s/ecifie- amount is sanctione- +3 the +an.er to the customer2 1ho
ma3 either -ra1 the amount in case imme-iatel3 or ma3 li.e the amount to +e cre-ite- to his
current account. (ut legall3 it is /resume- that he has 1ith-ra1n the amount from the +an.
an- -e/osite- it in his current account. He is re:uire- to /a3 interest on the full amount from
the -ate of sanction. A loan ma3 +e re/a3a+le in installments or in lum/ sum.
Cash ce4it
ash cre-it is the main metho- of len-ing in In-ia an- accounts for a+ove IGM of
total +an. cre-it. Un-er the s3stem2 the +an.er s/ecifies the limit2 calle- the cash cre-it limit
for each customer2 u/ to 1hich the customer is /ermitte- to +orro1er against the securit3 of
tangi+le assets or guarantees. "he customer 1ith-ra1s from his cash cre-it account as an-
1hen re:uires the fun-s an- -e/osits an3 amount of mone32 1hich he fin-s sur/lus 1ith him
on an3 -a3. "he cash cre-it amount is thus an active an- running account to 1hich -e/osits
an- 1ith-ra1als ma3 +e affecte- fre:uentl3. "he customer is re:uire- to /rovi-e tangi+le
assets as securit3 to cover the amount +orro1e- from the +an.er. "he +orro1er is charge-
interest on the actual amount utili0e- +3 +orro1er an- for the /erio- actuall3 utili0e- onl3.
Ove4afts
8hen a current amount hol-er is /ermitte- +3 the +an.er to -ra1 more than 1hat
stan-s to his cre-it2 such an a-vance is calle- an over-raft. "he +an.er ma3 ta.e some
collateral securit3 or ma3 grant such a-vance on the /ersonal securit3 of the +orro1er. "he
customer is /ermitte- to 1ith-ra1 the amount as an- 1hen he nee-s it an- to re/a3 it +3
means of -e/osit in his account as an- 1hen it is feasi+le for him. Interest is charge- on the
exact amount over-ra1n +3 the customer an- for the /erio- of its actual utili0ation
R#(AN) *"#.
52.
)ills Puchase
"he (an.er cre-its customer7s account 1ith the amount of the +ill after -e-uction his
charges. As the -eman- +ills are re/a3a+le on -eman- an- there is no maturit32 the +an.er is
entitle- to -eman- their /a3ment imme-iatel3 on /resentation +efore of -ra1ee. "heir
/ractice a-o/te- in the case of -eman- +ills2 is .no1n as /urchase of the +ills.
)ills "iscount
In case of +ills -iscounting2 a +an. cre-its the amount of the +ill to the -ra1er7s account
+efore the reali0ation of the +ill an- thus len-s its fun-s to him after -e-uction his charges.
"he +ills /urchase- an- +ills -iscounte- +3 a +an. are2 therefore2 sho1n in its +alance sheet
as /art of loans an- a-vances. In case of a +ill maturing after a /erio- of time maximum for
BLG -a3s in R#(2 the +an.er retains the +ill for that /erio- an- reali0es the amount of +ill
from the -ra1ee on its -ue -ate. "his /ractice is calle- -iscounting of the +ill.
)an3 Guaantee
It is a contract to /erform the /romise or -ischarge the lia+ilit3 of a thir- /erson in
case of his -efault. In case of guarantee2 (an. is ta.ing res/onsi+ilit3 to /a3 the amount to
seller if +u3er 1ill not /a3 amount in time.
R#(AN) *"#.
53.
"I&E 8ISE (IFURA"ION OF A#$ANES
> Short>term Finance 5 U/ to FN months
> &e-ium>term Finance 5 FN to NN months
> *ong>term Finance 5 A+ove NN months
SEURI"Y 8ISE (IFURA"ION OF A#$ANES
Secue4 /inance E A4vances,
Secure- A-vances are those a-vances2 1hich /rovi-e a+solute safet3 to the (an.er +3 means
of a charge2 create- on the tangi+le assets of the +orro1er in favor of the (an.er. In such
cases2 the (an.er gets certain rights in the tangi+le assets over 1hich a charge is create-. A
Secure- *oan or A-vance means a loan or a-vance ma-e on the securit3 of assets2 the mar.et
value of 1hich is not at an3 time less than the amount of such loan or a-vance.
Unsecue4 /inance E A4vances,
Unsecure- *oan or A-vance means a loan or a-vance2 1hich are not secure-2 this t3/es of
a-vances is not /refera+le for an3 +an.ing institutions.
R#(AN) *"#.
54.
PROESS OF RE#I"
A//lication in1ar-
Sha.h re/ort
A-vocate re/ort
(ranch re/ort
*oan re/ort
Ins/ection re/ort
ommittee re/ort
Fulfill con-itions
E:uita+le mortgage an- e:uita+le extension
&a.eOsign -ocument
O/en account
Insurance /osting
Recor- -e/artment > filing
InAa4 a55lication
A customer see.ing an a-vance is re:uire- to su+mit an a//ro/riate a//lication form. "here
are -ifferent t3/es of a//lication forms for -ifferent t3/es of a-vances availa+le. "he
information furnishe- in the a//lication covers2 inter alias2 the follo1ing5 name an- a--ress of
the +orro1er an- his esta+lishment2 the -etails of +orro1er7s +usiness2 the nature an- amount
of securit3 offere-. "he a//lication form has to +e su//orte- +3 various ancillar3 statements
li.e the financial statements an- financial /ro,ections of the firm. A se/arate in:uir3
-e/artment is set un-er the loan -e/artment. Here2 -ifferent t3/es of a//lication forms are
availa+le an- collect /rocess charge from +orro1erA a//lication is acce/te- an- entere- into
com/uter.
Sha3h e5ot
"his is one of the strangest facilit3 of R#( com/are 1ith other co>o/erative +an.s in Ra,.ot
-istrict +ecause of its com/uteri0ation. "his facilit3 /rovi-es +an. to total K.un-ali7 of the
+orro1er relate- to -ealing 1ith +an. not onl3 as a +orro1er +ut also as /artner2 as a -irector
also as a guarantor an- same -etail of the guarantor also an- also a+out all the t3/es of loans2
R#(AN) *"#.
55.
1hich are alrea-3 /ai- u/2 1hich are over-ue2 1hich are running an- also a+out /ast
/erformance of /articular.
A4vocate e5ot
(an. through its legal -e/artment7s staff in t1o matters /re/ares a-vocate re/ort mostl32
1hich are given +elo15
In case of lan- an- +uil-ing loan
(efore e:uita+le of immova+le /ro/ert3 as a securit3
8hen the +an. /re/ares a-vocate re/ort2 +an. charges some amount from +orro1er.
)anch tun ove e5ot
"his re/ort mostl3 /re/are in case of cash cre-it revie1Orene12 is also .no1n as a +ranch turn
over re/ort. "his re/ort /resents5
Performance of +orro1er 1ith the +ranch in /revious 3ear
#e+it>cre-it transaction of +orro1er2
Su+mission of stoc. statement2
Pa3ment of interest
*ast outstan-ing +alance
Pocessing of a55licationEloan e5ot
"he a//lication is /rocesse- +3 the clerical staff an- chec.e- an- /asse- +3 senior loan
officer an- monitoring +3 loan manager. "he /reliminar3 involves an examination of the
follo1ing factors5
A+ilit32 integrit32 an- ex/erience of the +orro1er in the /articular +usiness
!eneral /ros/ects of the +orro1er7s +usiness
Pur/ose of a-vance
Re:uirement of the +orro1er an- its reasona+leness
A-e:uac3 of the margin
Provision of securit3
Perio- of /a3ment
R#(AN) *"#.
56.
An- /re/are the a//raisal re/ort for committee a//roval
Ins5ection e5ot
(efore /resenting a//raisal re/ort against the committee2 +an. sen-s his fiel-
officerOins/ection officer to on site ins/ection. "he situation 1hich create- +3 +orro1er +3
/rovi-ing information of his +usiness to +an. is it fact or notD After the ins/ection re/ort2 this
a//lication is rea-3 for /utting against the loan committee of the +an.. Ins/ection varies
accor-ing to the various loans. For e.g.
In case of cash cre-it he /ersonall3 visits the +usiness site an- verifies the original
+oo.s of accounts 1ith that of su+mitte- +oo.s of accounts. He verifies the real stoc. 1ith the
stoc. mentione- if an3 -ifference is foun- it is clearl3 mentione- in the re/ort.
In case of housing loan ins/ection officer visits the /lace an- chec. 1hether the
+uil-ing is reall3 in existence or not2 1hether the construction is as /er the statical figure
/rovi-e- to him an- /lan is as /er sanctione- +3 the munici/al cor/oration.
Committee a55oval an4 tems an4 con4itions
Once the a//lication is -ul3 /rocesse-2 it is /ut for sanction to the a//ro/riate authorit3.
Here a//ro/riate authorit3 means various loan committees2 stan-ing committee an- +oar- of
-irectors. *oan manager is a sanctioning authorit3 onl3 in case of revie1 of cash cre-it
facilit3. "3/es of committee an- its len-ing /o1ers are given +elo15
If a//ro/riate authorit3 gives sanction2 along 1ith the sanction of a-vance the +an.
s/ecifies the terms an- con-itions a//lica+le to the a-vance. "hese usuall3 cover the
follo1ings5
"he amount of loan or maximum limit of the a-vances
"he nature of the a-vances
"he /erio- for 1hich a-vance is vali-
"he rate of interest a//lica+le to the a-vance
"he /rimar3 securit3 to +e charge-
"he insurance of the securit3
"he -etail of collateral securit32 if an32 to +e /rovi-e-
"he margin to +e maintain
R#(AN) *"#.
57.
Other restrictions or o+ligations on the /art of the +orro1er
R#(AN) *"#.
58.
R#(AN) *"#.
Name Of ommittee
B.(oar- of -irectors
B. Stan-ing committee
F. Reconsi-eration committee
9. *oan committee %Rs.HGGGGB to BGGGGGG'
C. *oan committee %Rs.9GGGGB to HGGGGG'
H. *oan su+>committeeOB %Rs.BHGGGB to 9GGGGG'
N. *oan su+>committeeOF %Rs.IHGGB to BHGGGG'
I. *oan su+>committeeO9 %U/ to Rs.IHGGG'
L. *oan su+>committeeOC %U/ to Rs.H2GGG'
J. ommittee for loan against immova+le /ro/ert3OB %Rs.F2HG2GGB to H2GG2GGG'
BG. ommittee for loan against immova+le /ro/ert3OF %Rs.B2HG2GGB to F2HG2GGG'
BB. ommittee for loan against immova+le /ro/ert3O9 %Rs.FH2GGB to B2HG2GGG'
BF. ommittee for loan against immova+le /ro/ert3OC %U/ to Rs.FH2GGG'
B9. Recover3 committeeOB %more than Rs.92GG2GGG'
BC. Recover3 committeeOF %Rs.B2HGGGB to 92GG2GGG'
BH. Recover3 committeeO9 %U/ to Rs.B2HG2GGG'
59.
It is common +an.ing /ractice to incor/orate im/ortant terms an- con-itions on a stam/e-
securit3 -ocument to +e execute- +3 the +orro1er. Rate of stam/ -uties are given follo1s5
#eman- /romissor3 note 5 Rs. B
*etter of guarantee 5 Rs. NG
TAgreement letter U/ to H2GG2GGG 5 Rs. HG
%*etter of lien' A+ove H2GG2GGG 5 Rs. FOthousan-
*etter of /le-ge 5 Rs. HG
*etter of continuit3 5 Rs. HG
Agreement letter for ash cre-itOOver-raft
U/ to H2GG2GGG 5 Rs. BBG
A+ove H2GG2GGG 5 Rs. FOthousan-
&aximum limit of stam/ -ut3 is Rs. F2GG2GGG
TAgreement letter is in case of vehicle loan2 securit3 loan2 +ills /urchase2 +ills -iscounting2
guarantee2 e-ucation loan2 etc.
EFuita6le Motgage An4 EFuita6le Extension
8hen the loan is sanctione- 1ith con-ition that to /ut the real -ocument as a mortgage in
securit3 %/rimeOcollateral'2 it is must that to ma.e the e:uita+le mortgage of the /ro/ert3.
Some time a /ro/ert3 1hich given in mortgage +3 +orro1er is alrea-3 /ut +efore the +an. in
case of other loan as a securit3 at that time e:uita+le mortgage is alrea-3 -one +3 /art3 so
there is no nee- of e:uita+le mortgage again +ut the e:uita+le extension is onl3 nee-e-.
E:uita+le mortgage on non>,u-icial stam/ /a/er
Amount of sanctione- loan loan of non>,u-icial stam/ /a/er for e:uita+le mortgage

U/ to BH2GG2GGG BOFM of sanctione- loan
A+ove BH2GG2GGG BM of sanctione- loan OR Rs. B2GG2GGG
%8hichever is less'
R#(AN) *"#.
60.
Ma3eEsign 4ocument
"his a//lication is no1 in the -ocument -e/artment2 -ocument -e/artment ta.e signature of
loanee an- guarantors in s/ecimen car- an- also on the sanction letter to seat +esi-e an-
verif3 all the -ocuments. "3/es of -ocuments are -iscusse- in each t3/e of loan se/aratel3.
"his /rocess is last for +orro1er2 after this loan is sanctione-. No formalit3 is remaining at the
+orro1er si-e.
O5en account
No1 loan is sanctione-2 all formalities are com/lete-. So +an. is giving 3our amount of loan
either +3 cre-ite- in 3our account or /a3 the amount to the /art32 1hose :uotation is /rovi-e-
+3 +orro1er to +an.. (an. o/ens 3our account 1ith himself to get the actual transaction
+et1een +an. an- +orro1er.
Insuance 5osting
It is must for loanee to insure the /ro/ert3 or e:ui/ment2 1hich is h3/othecate- 1ith the +an.
against loan as a securit3. "his /olic3 is assigne- in favor of +an.2 1hich is also re:uire-. In
case of immova+le /ro/ert3 or ne1 /urchase of machiner32 e:ui/ment2 etc. insurance of same
amount an- in case of ol- machiner32 goo-s stoc.2 etc. t1ice of the /rice insurance is nee-e-.
In case of e-ucation loan2 the life insurance of stu-ent is re:uire-. Sha.h -e/artment is
/osting it in +orro1er7s account.
Reco4 4e5atment G filing
No1 total /rocess is over an- 1hole -ocuments are nee- filing for +an. recor-. Recor-
-e/artment -oes this 1or.. Recor- -e/artment file the -ocuments an- store it to /ro/er /lace.
R#(AN) *"#.
61.
R#(AN) *"#.
AOUN" #EPAR"&EN"
*OANS #EPAR"&EN"
FINANE #EPAR"&EN"
A#&INI"RA"ION #EPAR"&EN"
PERSONA* #EPAR"&EN"
62.
AOUN" #EPAR"&EN"
&ANA!ER5 (i/in+hai & Sangani %F Year'
UN"ER ACCOUNT SECTION
Fun- &anagement.
ash &anagement
#e/osit %"arget =Achievements'
Statistics
Au-it
Insurance% ;.P.A>me-iguar- Polic3'
Safe #e/osit $oltU*oc.er
Reconciliation (ranch = (an.s
!ol- loan Extension ounter
learing
B. Investment in S*RONON>S*R as on FHOGHOFGGI
S*R Rs. FLB.BI rore
NON>S*R Rs. L9.IN rore
66666666666666666
"O"A* Rs. 9NC.J9 rore
F. #e/osit5 As on 9BOG9OFGGI "otal IJL.GG rore of 1hich NBM lo1 cost #e/osit.
9. Safe #e/osit $olt facilit3 in IB +ranch P Hea- office FC hours 2 9NH -a3 roun- the cloc.
service 1ith securit3.
C. Un-er ;PA /olic3 loanee mem+ers of PAS2 Em/lo3ees of the PAS an- +an.s2 (oar-
of #irectors insurance /remium +orne +3 the (an..
R#(AN) *"#.
63.
H. (an. has starte- !ol- *oan Extension ounter in Hae- office. "ime for gol- *oan
9.GG/m to BG.GG/m limit for loan Rs.B.GG la.h in-ivi-ual. S/ecial scheme for senior
iti0en M la-ies is that loan amoumt transfer +3 &.". = #.#.he:ue free of commission.
*OAN #EPAR"&EN"
&ANA!ER5 Shri ).!.Ra-a-i3a
Un4e given tas3 5efom 61 loan 4e5atment
re-it to agriculture orient co>o/erative man-alies.
ash cre-it to all IR#P.
Ins/ection to all man-alies an- +ranches.
Insurance against cro/s an- their a-ministration.
Recover3 of all .in-s of cre-it.
&aintain the share ca/ital.
Share contri+ution in government fun- an- a//ointment of re/resentative.
*oan 5oce4ue
"he /roce-ure associate- 1ith a 1or.ing ca/ital loan involves the follo1ing /rinci/le ste/s.
Submission of the loan application
"he +orro1er su+mits the a//lication to the +an.. the +orro1er is re:uire- to fill out a
common a//lications form2 1hich see.s com/rehensive information a+out the /ro,ect.
S/eciall32 the common a//lication form covers the follo1ing as/ects.
Promoters +ac. groun-
Particular of the in-ustrial concern
Particular of /ro,ect.
&ar.eting an- selling arrangement.
R#(AN) *"#.
64.
Profit an- cash flo1
Econom3 consi-eration.
!overnment consents.
So2 a+ove given /roce-ure necessaril3 /assing for loan.
FINANIA* #EPAR"&EN"
&ANA!ER5 shri R.P.(hutt
Un4e given tas3 5efom 61 finance 4e5atment
All activit3 relate- to non>agriculture cre-it.
re-it against ornament.
Rural go-a1an 3o,ana.
Housing loan an- it7s renovation loan.
re-it against National saving sertificate2.issan vi.as /atra2*I
Personal loan.
R#(AN) *"#.
65.
A"MINISTRATI$E "EPARTMENT
&ANA!ER5 shri &.(.*a-ani
Un4e given tas3 5efom 61 a4ministative 4e5atment
staff a//ointmentOgra-ingOtransfer.
(eneficial activit3Osocial activit3.
Provi-e- fun-.
Income tax.
Stationar3
Right for signature.
#a3 to -a3 o/eration.
Staff motor c3cle loan.
&aintainace of recor-s an- their resolving.
O/en the +ranches an- 1in- u/ the +ranches.
Purchase of furniture an- fixtures.
R#(AN) *"#.
66.
PERSONA* "EPARTMENT
&ANA!ER5 shri ).R.$a.eri3a
Un4e given tas3 5efom 61 a4ministative 4e5atment
Regulator3 activities.
Arrangement of -ifferent meetings.
Arrangement of election of +oar- of -irector.
Amen-ment in +an. regulation.
Annual re/ort an- annual general meetings.
Staff housing loan.
ProclamationOaccom/lishmentOa-vertisementOtrainingOEnglish corres/on-ent.
Investment on real estate an- it7s &aintainace.
Election an- it7s relate- activities.
R#(AN) *"#.
67.
R#(AN) *"#.
68.
!ENERA* E*I!I(I*I"Y RI"ERIA FOR RE#I" IN R#(
As /er the rules of co>o/eratives2 an3 one 1ho 1ants to avail finance has to +ecome a
mem+er of the +an..
As a sharehol-er of the +an.2 heOshe have to ma.e com/ulsor3 -e/osit2 or the /a3ment
of -e/osit as /er rules an- regulations of the +an. an- thereafter2 heOshe can su+mit
the a//lication for loan. In all the /ractice 1ith the +an.2 3ou are .no1n +3 +an.
through 3our com/ulsor3 -e/osit num+er.
"he a//lication 1ill have to +e su+mitte- in the /rescri+e- form2 1herein all -etails
an- /articulars 1ill have to +e furnishe- as -eman-e- in the form. HeOshe has to
su+mit further /articulars as ma3 +e as.e- +3 the +an..
R#(AN) *"#.
!ENERA* E*I!I(I*I"Y RI"ERIA FOR RE#I"
REO$ERY
IN"ERES" RA"E ON $ARIOUS A#$ANES
SRU"INY OF RE#I"
"YPE OF RE#I"
O**E"ION OF HEEUES
O**E"ION OF (I**S
69.
"he loanee 1ill +e a-vance- loan against the securit3 an- heOshe has to su+mit B or F
guarantors2 1ho 1ill +e the recogni0e- mem+er an- acce/te- to the +an..
"he interest 1ill +e calculate- on month>to>month +asis.
"a.ing in vie1 the total amount of loans ta.en for -ifferent /ur/ose +3 the firm or
in-ivi-ual2 the interest 1ill +e calculate- at the same rate on all the a-vances.
It 1ill +e necessar3 to ma.e /a3ment of share -e/osit or loan -e/osit at the rate of
F.HM of the sanction in case of secure- loan an- HM of sanctione- loan or in case of
unsecure- loan. "he maximum share -e/osit acce/te- of Rs.FHGGG an- a--itional
-e/osit over Rs.FHGGG 1ill +e acce/te- as loan -e/osit.
"he rate of interest on share -e/osit is BHM an- that on loan -e/osit is BGM.
"he com/an32 1ho 1ants to ta.e loan from +an.2 has to get its name registere- for the
sai- loan /ur/ose 1ith the registrar of com/anies an- has to su+mit the -ocument of
registration charge to the +an..
In case of mortgage of immova+le /ro/ert3 ste/s are given +elo15
"itle clear re/ort
E:uita+le mortgage on non>,u-icial stam/ /a/er
Amount of sanctione- loan loan of non>,u-icial stam/ /a/er for e:uita+le mortgage
U/ to BH2GG2GGG BOFM of sanctione- loan
A+ove BH2GG2GGG BM of sanctione- loan OR Rs.B2GG2GGG
%8hichever is less'
R#(AN) *"#.
70.
Some time a /ro/ert3 1hich given in mortgage +3 +orro1er is alrea-3 /ut +efore the
+an. in case of other loan as a securit3 at that time e:uita+le mortgage is alrea-3 -one
+3 /art3 so there is no nee- of e:uita+le mortgage again +ut the e:uita+le extension is
onl3 nee-e-.
In case of immova+le /ro/ert3 or ne1 /urchase of machiner32 e:ui/ment2 etc.
insurance of same amount an- in case of ol- machiner32 goo-s stoc.2 etc. t1ice of the
/rice insurance is nee-e-. In case of e-ucation loan2 the life insurance of stu-ent is
re:uire-.
&argin mone3 means ga/ +et1een /urchase value an- +an. finance. (an. al1a3s
-oes /a3ment -irectl3 to the seller. So loanee has to -e/osit the margin mone3 in the
+an..
REO$ERY
Recover3 management consist of the functions an- activities the +an. carries out
ac:uire +ac. 1hat the +an. has a-vance- 1ith /rinci/al amount as 1ell as interest on the
same. So it is recover3 of 1hat the +an. has a-vance- to loanee for carr3ing out their
/ur/oseO o+,ective of ta.ing a loan.
PROESS OF REO$ERY
If three installments are outstan-ing2
Notice through +ranch office
Personal visit an- meeting
If no res/onse
Notice through a-vocate
"hough no effect
laim through court if /art3 rea-32 of court settlement other1ise
After com/letion of formalities
(an. 1ill get the or-er of securit3 from court to recover their -ue.
R#(AN) *"#.
71.
IN"ERES" RA"E ON $ARIOUS A#$ANES
R#(AN) *"#.
Particulars Interest rate Installment O
Rs.BGGG
Num+er of
installment
U/ to FHGGG%exce/t vehicle loan'
U/ to FHGGG vehicle loan
FHGGB to FGGGGG
FGGGGB to BGGGGGG
A+ove BGGGGGG
Suret3 loan2 home a//liances
!ol- loan
*an- an- +uil-ing %unsecure-' u/ to
FHGGG
Staff suret3 loan
*oan against fixe- -e/osit
(uil-ing re/airing u/ to IHGGG
(uil-ing /urchase2 construction
IHGGB to FGGGGG
FGGGGB toBGGGGGG
BFM
BCM
BCM
BHM
BNM
BNM
BCM
BNM
BNM
&ore than FM
of F.#.
BCM
BCM
BHM
9F
9F
9F
F9
F9
9F
HG
9F
F9
BI
BI
BI
CG
CG
CG
NN
NN
CG
FN
CG
NN
"ill the
maturit3 -ate
of F.#.
BGL
BGL
BGL
72.
SRU"INY OF RE#I"
8hile scrutini0ing an a//lication from the +an. ta.es into consi-eration>safet32
li:ui-it32 /ur/ose /rofita+ilit32 securit32 an- s/rea- of a-vances.
Safet1
(an. has to see that the /ros/ective +orro1er is a relia+le user of the finance an- +an.7s
mone3 is safe in his han-s.
*iFui4it1
(an. has to fin- out that the +orro1er is :uite ca/a+le in re/a3ing the finance 1ithin
reasona+le /erio-.
Pu5ose
"he /ur/ose for the finance shoul- not +e illegal. It shoul- +e creative2 service oriente-2
-evelo/ment oriente-2 an- li.e. (an.s shoul- chec. en- use of fun-s.
Pofita6ilit1
If the /ro,ect or the /ur/ose of the finance is not /rofita+le in the han-s of the +orro1er
than he 1ill not +e in a /osition of re/a3ing the amount to +an.. It shoul- +e /rofita+le
enough to generate the income to satisf3 his nee-s an- +an.7s -ues.
Secuit1
"he +an. has to ta.e into consi-eration the character2 ca/acit32 an- ca/ital of the
/ros/ective +orro1er. (igger a-vances an- cash cre-it are to +e secure- 1ith collateral
securit3 over an- a+ove /rime securit3.

S5ea4 of a4vances
For having +alance- econom3 the +an. shoul- choose to s/rea- the finance amongst
various sectors of the societ32 so that the ris. of incoming +a- a-vances is minimi0e-.
oncentration on one t3/e of a-vances ma3 turn into +a- a-vances if the scheme +ecomes
ineffective -ue to some natural calamities or government rules or change in taste or -eman-s
of the societ32 +3 an- large.
R#(AN) *"#.
73.
"YPES OF RE#I"
Suret3 *oan
$ehicle *oan
Securit3 *oan
#omestic A//liances *oan
!ol- *oan
*an- An- (uil-ing *oanOIn-ustrial (uil-ing *oan
E-ucational *oan
F.#. *oan
ash re-it
Over-raft
(an.a+le *oan
(ills Purchase
(ills #iscounting
(an. !uarantee
Staff *oans
Staff Suret3 *oan
Staff Housing *oan
Staff $ehicle *oan
R#(AN) *"#.
74.
O**E"ION OF HEEUES %O.(..'
O**E"ION OF (I**S %I.(.'
R#(AN) *"#.
Amount Of he:ues *ocation *iste- A+ove All Other *ocation
U/ to Rs. HGGGO> Rs. BG.GG ollecting (an.s ommission P Rs.BG
Postage harge
From Rs. HGGB to BGGGG Rs. BH.GG ollecting (an.s ommission P Rs.BG
Postage harge
From Rs. BGGGB to B *ac Rs. B.HG O BGGG ollecting (an.s ommission P Rs.BG
Postage harge
For Rs. A+ove B *ac Rs. B.HG O BGGG ollecting (an.s ommission P Rs.BG
Postage harge
75.
R#(AN) *"#.
Amount Of (ill *ocation *iste- A+ove
All Other *ocation
U/ to Rs.BGGG Rs2 BG.GG ollecting (an.s ommission P Rs.BG
Postage harge
From Rs. BGGB to HGGG Rs. BH.GG ollecting (an.s ommission P Rs.BG
Postage harge
From Rs. HGGB to BGGGG Rs. FH.GG ollecting (an.s ommission P Rs.BG
Postage harge
From Rs. BGGGB to B *ac Rs. 9.GG O BGGG ollecting (an.s ommission P Rs.BH
Postage harge
For Rs. A+ove B *ac Rs2 9.GG O BGGG ollecting (an.s ommission P Rs.BH
Postage harge
76.
R#(AN) *"#.
HO8 AOUN" (EO&ES NON>PERFOR&IN! ASSE"SD
ASSE" *ASSIFIA"ION
*ASSIFIA"ION OF NON>OPERFOR&IN! ASSE"S
REASON FOR NPA
77.
HO8 AOUN" (EO&ES NON>PERFOR&IN! ASSE"SD
Tem loans
If interest or installment of /rinci/al remains /ast -ue for a /erio- of an3 t1o :uarters it
+ecomes NPA.
Past -ue means is an amount -ue un-er an3 of the facilit3 +ut not /ai- 1ithin 9G -a3s after it
+ecomes -ue.
Cash ce4it an4 ove4afts
If the account remains out of or-er for a /erio- of an3 t1o :uarters2 it +ecomes NPA.
Out of or-er means
If the out>stan-ing +alance remains continuousl3 in excess of the sanctione- limitO-ra1ing
/o1er
"here is no cre-it continuousl3 for six months or
re-it is not enough to cover the interest -e+ite- -uring the same /erio-
)ills 5uchase an4 4iscounting
If the +ills remains over -ue an- un/ai- for the /erio- of t1o :uarters -uring the 3ear it
+ecomes NPA.
Othe ce4it facilit1
If an3 amount to +e receive- remains /ast -ue for a /erio- of t1o :uarters -uring the 3ear2 it
+ecomes NPA.
R#(AN) *"#.
78.
ASSE" *ASSIFIA"ION
"he /rimar3 %ur+an' co>o/erative +an.s shoul- classif3 their assets into the follo1ing +roa-
grou/s2 vi0.
Performing assets5
Stan-ar- assets
Non>/erforming assets5
Su+>stan-ar- assets
#ou+tful assets
*oss assets
Non(5efoming assets
NPAs are loans given +3 a +an. or financial institute 1here the +orro1er -efaults or -ela3s
/a3ments of interest or re/a3ment of /rinci/al. Asset here also inclu-es a lease- asset. A NPA
1as -efine- a cre-it facilit3 in res/ect of 1hich interest an-Oor installment of /rinci/al has
remaine- K/ast -ue7 for a s/ecifie- /erio- of time. "he s/ecifie- /erio- in a /hase- manner is
as un-er
Year en-ing If interest has remaine- un/ai-2 account +ecome NPA
BJJ9
BJJC
BJJH on1ar-
From FGGC
C :uarters
9 :uarters
F :uarters
B :uarters

Pefoming assets
8hich accounts are not in /erforming are /erforming assets. 8hich accounts are regular or
cover -ue installments are less than six is calle- /erforming assets.
R#(AN) *"#.
79.
*ASSIFIA"ION OF NON>PERFOR&IN! ASSE"
After i-entification of +orro1e- accounts as NPA the next stage is asset classification
Stan4a4 assets
Stan-ar- Assets is one2 1hich -oes not -isclose an3 /ro+lems an- 1hich -oes not carr3
more than normal ris. attache- to the +usiness. Such as asset shoul- not +e an NPA.
Su6(stan4a4 assets
In case of su+>stan-ar- assets2 the current net 1orth of the +orro1erOguarantors or the
current mar.et value of the securit3 charge- is not enough to ensure recover3 of the -ues to
the +an.s in full. In other 1or-s2 such assets 1ill have 1ell -efine- cre-it 1ea.ness that
,eo/ar-i0e the li:ui-ation of the -e+t an- are characteri0e- +3 the -istinct /ossi+ilit3 that the
+an.s 1ill sustain some loss.
An asset 1here the terms of the loan agreement regar-ing interest an- /rinci/al have +een re>
negotiate- or resche-ule- after commencement of /ro-uction2 shoul- +e classifie- a su+
stan-ar- an- shoul- remin- in such categor3 for at least BL months of satisfactor3
/erformance un-er the re>negotiate- or resche-ule- terms.
"ou6tful assets
An asset is re:uire- to +e classifie- as -ou+tful2 if it has remaine- in the su+>stan-ar-
categor3 for BF months. As in the case of su+>stan-ar- assets2 resche-uling -oes not entitle
the +an. to u/gra-e the :ualit3 of an a-vance automaticall3.
A loan classifie- as -ou+tful thus all the 1ea.ness inherent as that classifie- as su+>
stan-ar-2 1ith the a--e- characteristic that the 1ea.nesses ma.e collection or li:ui-ation in
full2 on the +asis of currentl3 .no1n facts2 con-itions an- values2 highl3 :uestiona+le an-
im/orta+le.
*oss assets
A loss asset is one 1here loss has +een i-entifie- +3 the +an. or internal or external
au-itors or +3 the co>o/eration -e/artment or +3 the Reserve (an. Of In-ia ins/ection +ut the
amount has not +een 1ritten off2 1holl3 or /artl32 in other 1or-s2 such an asset is consi-ere-
un>collecti+le an- of such little value that its continuance as a +an.a+le asset is not 1arrante-
although there ma3 +e some salvage or recover3 value.
R#(AN) *"#.
80.
REASON FOR NPA
Im/ro/er selection of +orro1ers activities
8ea. a//raisal s3stem for cre-it /ro/osal in-ustries /ro+lemO/ros/ects not loc.e-
into
&anagerial com/etence of +orro1er given less consi-eration
Irregularities in -eficiencies in -ocumentation>
Un-ate-
Not rene1e-
Assessment of +orro1er an- guarantors net 1orth on mar.et o/inion
*ac. of revie1 of +orro1e- accounts
Ina-e:uate staff to contact +orro1ers fre:uentl3
*ac. of /ro/er follo1 u/ +3 +an.s
Failure to ta.e /unitive %strict an- effective' actions against -efaulters
(an.7s failure to a//reciate the acts of /rom/t re/a3ers
Un-er financingOnon financing in time of /ro,ects
&entalit3 an- attitu-e to -efault 1illfull3
Non actionOco>o/eration of government agencies in recover3
Effect of agricultural -e+t relief scheme
Ina-e:uate monitoring of court cases an- -ela3s in execution
Socio>/h3sical /ressure +3 some /eo/leOactivities
"arget fulfilling un-er govt. /overt3 alleviation /rogramme
*ac. of income generation -ue to natural calamities an- other uncertainties
R#(AN) *"#.
81.
R#(AN) *"#.
82.
PRO(*E& S"A"E&EN"
R#(AN) *"#.
PRO(*E& S"A"E&EN"
RESEARH O(;E"I$ES
SA&P*E #ESI!N
RESEARH #ESI!N
83.
As there are hun-re-s of customers of R.#..(AN).*"#. So it +ecomes com/ulsor3
to .no1 their level of satisfaction.
An- com/an3 can also have i-ea a+out the im/rovement2 1hich is to +e +rought in
com/an37s service.
RESEARH O(;E"I$E
"o chec. out the customer7s satisfaction level a+out the account the3 are using.
"o im/rove the (an.ing as 1ell as management :ueries 1here the customer are
not satisfie-.

"o fin- out the loo/holes 1here the +an. is lac.ing +ehin- in financial as/ects.
R#(AN) *"#.
84.
SA&P*IN! #ESI!N
Sam/ling -esign is one of the most im/ortant as/ects 1here the -esign must +e a//ro/riate in
or-er to have the -esire- result. Sam/ling -esign inclu-es various as/ect an- the3 are as
follo1s5
Sam/ling Area 5 RA;)O" #IS"RI"
Sam/le Po/ulation 5 E<IS"IN! US"O&ER
Sam/le Si0e 5 BGG
% Accor-ing to m3 convenience '
Sam/le -esign 5 Ex/lorator3 #ata

Metho4s,
"he metho- use- in the research %surve3' is of convenience t3/e as 1e are una1are a+out the
results. It can +e either of the si-e. It is un-er area of Ra,.ot un-er 1hich 1e have to con-uct
the research.
"he research is +ase- on convenient sam/ling. In 1hich 1e ma-e strata accor-ing to the
customers an- Account an- then are selecte- accor-ing to m3 convenience.
R#(AN) *"#.
85.
RESEARH #ESI!N
Reseach 5 onclusive
"ata Souce 5 Primar3 -ata
Reseach Metho4 5 Surve3 &etho-
Reseach TechniFue 5 Euestionnaire
T15e of
Huestionnaie 5 Structure-
T15e of Huestions 5 lose- = O/en en-e-
Euestions
No of Huestions 5 BJ
Place 5 RA;)O" #IS"RI"
ata Colle!tion
Pima1 "ata , As the surve3 ha- +een con-ucte- therefore the -ata 1hich are
collecte- are consi-ere- un-er /rimar3 -ata.
Secon4a1 "ata , As for the /ictures an- the gra/h it ha- +een un-er the (an.ing
relate- maga0ines an- 1hile for the financial information it 1as foun-e- from the Annual
Re/ort FGGH>GN.
R#(AN) *"#.
86.
R#(AN) *"#.
87.
"O &EASURE SA"ISFA"ION *E$E* OF "HE R#(AN)
US"O&ER.
Demograph! "ro#$e%

Age%

-ro+p of .,e /espon'ents
less t0an 30 "ear 32
30%35 "ear 20
35%45"ear 30
)ore t0an 45 "ear 18
total 100
"ro#p $f %ge
32
20
30
18
less t0an 30 "ear
30%35 "ear
35%45"ear
)ore t0an 45 "ear
/in4ings,(
From the surve3 1e have foun- out that the /ro/ortion of less the 9G3ear is
9FMan- 9GMof 9H>CH Age grou/ /eo/le along 1ith R#(an.
Recommen4ation,
here 1e can see the /ro/ortion of less than 9G 3ear is high com/are to all so2
+an. have intro-uce the s/ecial scheme for 1ho l3ing un-er 9G 3ear
+ecause it is hel/ full to attract mi- a-ult.

R#(AN) *"#.
88.
&e'(er%

/IN"INGS , here 1e can see that /ro/ortion of female is ver3 less com/are to male so2 male
accounthol-er significantl3 -eal 1ith +an..
RECOMAN"ATION, figure of male an- female ver3 -istur+ it is not sho1s +alance
+et1een them soA +an.s have intro-uce- some s/ecial scheme for
1omen2 1hich is attractive for 1omen.
R#(AN) *"#.
89.
"ender
68
32
1ale
Fe)ale
O!!)pa*o'%
$!!#pation &ise 'if#r!ation
18
12
22
24 24
0
5
10
15
20
25
30
2t+'ent Profession 3+siness 4)plo"e' 5t0er
$!!#pation
R
e
s
p
o
n
d
e
n
t
s
2t+'ent
Profession
3+siness
4)plo"e'
5t0er
/IN"INGS, in this :uestion FC res/on-ents em/lo3e- 1hich is first highest an- than
secon- highest +usiness /eo/le an- also FC res/on-ents are l3ing in
miscellaneous.
RECOMAN"ATION, Stu-ent2 Porfession2 (usiness2 Em/lo3e-=Other so in other FC
res/on-ents are inclu-ing among them most of the farmer2
she/her-= small 1or.er 1ho are ta.ing avail of Smart )issan
re-it ar-2 Farmers lu+ An- &e-ium term agriculture an- those
all are occu/ie- in ruler area so +an. have lives -a3 to -a3 content
an- inform to them +3 regularl3 corres/on-ing the ne1 intro-uce
R#(AN) *"#.
5cc+pation /espon'ents
2t+'ent 18
Profession 12
3+siness 22
4)plo"e' 24
5t0er 24
90.
scheme. An- also regularl3 -oing arrangement of seminar as 1ell
meeting2 1hich is hel/ful to remove am+iguit3.
Monthl1 Income,
(ont)ly *n!o+e
15
48
28
9
0
10
20
30
40
50
60
less
t0an7500
7501%12500 12501%
20000
1ore t0an
20000
*n!o+e (argine
i
n
!
o
+
e
less t0an7500
7501%12500
12501%20000
1ore t0an 20000
/IN"INGS, the chart of monthl3 income clearl3 sho1s that most of the customer are
inclu-ing in IHGB>BFHGG sla+. It is almost near +3 HGM follo1s +3 BFHGB>
FGGGG.
R#(AN) *"#.
1ont0l" inco)e /esponses
less t0an7500 15
7501%12500 48
12501%20000 28
1ore t0an 20000 09
91.
RECOMAN"ATION, Here 1e can suggest that most of the customer of +an. is comes from
mi--le class.so2 +an. shoul- al1a3s target the mi--le class. (3
intro-ucing attractive scheme2 su+si-3 at lo1er cost2 cre-it at lo1
rate. (3 -oing these activit3 it is -irectl3 hel/ful to ex/an-ing the
mar.et share.
R#(AN) *"#.
92.
%B' Since ho1 long 3ou are using this (an.D
Year /espon'ent
0%3 "ear 12
3%6 "ear 42
6%9 "ear 25
)ore t0an 9 "ear 21
12
42
25
21
0
5
10
15
20
25
30
35
40
45
,#+-er of
Respondent
0%3 "ear3%6 "ear6%9 "ear )ore
t0an 9
"ear
year
%tte!)+ent &it) -ank
0%3 "ear
3%6 "ear
6%9 "ear
)ore t0an 9 "ear
Inter/retation5 as 1e have seen that the !ra/hical re/resentation clearl3 sho1s that BF
customers 1ith +an. till to less than 9 3ear2CF customer 1ith +an. till to
less than N 3ear2FH customer 1ith +an. till to less than J 3ear an- FB
customers 1ith +an. more than J 3ear.
R#(AN) *"#.
93.
%F' $ie1 accor-ing to /reference after consi-ering Overall /erformance
un-er given +an..
(is!ellenio#s -anks
10
15
41
15
6
13
0
5
10
15
20
25
30
35
40
45
I
C
I
C
I
6
*
F
C
/
*
C
3
7
(
I

8
5
(
.
8
1
.
6
I
9
*
/
.
9
.
-
.
/
I
8
2
.
6
.
8
.
/
I
3
.
9
8
,a+e of -ank
R
e
s
p
o
n
s
e
2eries2
R#(AN) *"#.
9a)e of :an; /esponses
ICICI 10
6*FC 15
/*C3 41
7(I 15
85(.8 1.6I9*/. 6
9.-./I8 2.6.8./I 3.98 13
94.
Inter/retation5 onsi-eration of the allover /erformance of give +an. .1e can see that
res/onse of the existence customer clearl3 s/ecif3 that /eo/le along 1ith
+an. satisfie- through the /erformance of the +an. +ecause CB
res/on-ents gave /ositive res/onse to1ar- R#(an..
R#(AN) *"#.
95.
%9'8hich of the follo1ing t3/e of Account -o 3ou useD
Scheme *evel of Satisfaction
*o1 &e-ium High
urrent Acco. N I H
Saving Acco. BC FC F9
Fixe- #e/osit H N BG
Euestion5 #ose there an3 relation +et1een -ifferent account 1hich intro-uce +3 +an.
an- *evel of satisfactionD
NU** HYPO"HYSIS5
G
H
S "here is no relation +et1een scheme an- satisfaction level
B
H
S"here is -irect relation +et1een scheme an- satisfaction level
O+serve- #ata5

Ex/ecte- #ata5
R#(AN) *"#.
Scheme *evel of Satisfaction "otal
*o1 &e-ium High
urrent Acco. N I H BL
Saving Acco. BC FC F9 NB
Fixe- #e/osit H N BG FB
"otal FH 9I 9L BGG
96.
JL . I
' JL . I BG %
II . I
' II . I N %
FH . H
' FH . H H %
BL . F9
' BL . F9 F9 %
HI . FF
' HI . FF FC %
FH . BH
' FH . BH BC %
LC . N
' LC . N H %
NN . N
' NN . N I %
F . C
' F . C N %
F F F
F F F F F F
=

SG.HPG.GBI9HI9PG.CJCJIPG.BGFCHJP. GGB9JIIHN
PG.GBFNBJGPG.CG9FGPG.LBB9FLPG.GJ
SF.B9BN B9BN . F
F
=
c
X
Significance level >> HM an- #egree of free-om S%R>B'%>B'
S %9>B' %9>B'
F F =
S C
B9F . F
F
F
GH . G
=
t
orX X
So2
F F
C
X Xt = re,ecte- the null h3/othesis
Inte5etation, here 1e can inter/ret that no relation +et1een the schemes intro-uce +3
the +an. an- level of satisfaction +ecause it /rove +3 the testing so2 null
h3/othesis re,ect.
R#(AN) *"#.
*o1 &e-ium High
urrent Acco. C.H N.NN N.LC BL
Saving Acco. BH.FH FF.HI F9.BL NB
Fixe- #e/osit H.FH I.II I.JL FB
"otal FH 9I 9L BGG
97.
ANO$A ANA*YSIS
8hich of the follo1ing t3/e of Account -o 3ou useD
NU** HYPO"HESIS5 there is no significance -ifferent +et1een the account an-
satisfaction level
"1o 8a3 lassifications5
F F F F
BG N I N
F
+ + + + =

i
ij
j
X
S 9NPCJPFHP>>>>>>>>>>>>>>>>>9NPBGG
S BHIF
F F F F
9L 9I FH + + =
j
R#(AN) *"#.
*o1 &e-ium High
urrent
Acco.
N I H
Saving
Acco.
BC FC F9
Fixe-
#e/osit
H N BG
*o1 &e-ium High
urrent Acco. N I H BL
Saving Acco. BC FC F9 NB
Fixe- #e/osit H N BG FB
"otal FH 9I 9L BGG
98.
S 9C9L
F F F F
FB NB BL + + =
i
S CCLN
R#(AN) *"#.
99.
orrector Factor S
n
t
F
S
J
BGG
F
S BBBB.BB
SS"%total sum of s:uare'S

i
ij
j
X
F
n
t
F
S BHIF>BBBB.BB
S CNG.LL
SSR%Sum of S:uares (et1een Ro1'S
h
i
F
>
n
t
F
S
BB . BBBB
9
9C9L
S BBCN>BBBB.BB
S 9C.LJ
SS%Sum of S:uares +et1een olumns'S
k
j
F
n
t
F
BB . BBBB
9
CCLN
=
S 9LC.FF99
SSE%Sum of S:uares +et1een Resi-uals'S SS">SSR>SS
S CNG.NL>9C.LJ>9LC.FF99
S CB.HNNI
Sources #egree of
Free-om
Sum of S:uares &eans of S:uares $ariance
SSR h>B
S9>BSF
9C.LJ
CCH . BI
F
LJ . 9C
=
NIJG . B
9J . BG
CCH . BI
' C 2 F %
=
=
SS )>B
S9>BSF
9LC.FF99
BBBNH . BJF
F
FF99 . 9LC
=
CJGH . BL
9J . BG
BBBNH . BJF
' C 2 F %
=
=
SSE %h>B'%.>B'SC CB.HNNI
9J .. BG
C
HNNI . CB
=
SS" n>BSL CNG.LL
R#(AN) *"#.
100.
(et1een ro1s %account'
NIJG . B
' C 2 F %
=
"a+le value2 HM significance level an- %F2C' -egree of free-om FSN.JCC9 so
ta+le value is more than calculate value so 1e conclu-e that the account scheme of
satisfaction -o not -iffer significantl3.

(et1een olumns %satisfaction level'

=
' C 2 F %
BL.CJGH "a+le value2 HM significance level an- %F2C' -egree of free-om FSN.JCC9
so ta+le value is less than calculate- values so 1e conclu-e that satisfaction level of account scheme
-o not -iffer significantl3.
%C' 8hich service are regularl3 useD

2er<ice /esponses
C+rrent=sa<in, *eposit 38
/ec+rrin, *eposit 14
(er) *eposit 19
*e)an' *raft Facilit" 19
5+t 2tation C0e>+e Facilit" 5
?etter of Cre'it 5
Inte5etation, Among the existence customer most of them are regularl3 use service
current=saving #e/osit service in terms of /ercentage 9LM an- it follo1
+3 #eman- #raft Facilit3 = "erm #e/osit.
%H'Reason for using a+ove service5 >
R#(AN) *"#.
101.
ifferent .er/i!e
5
5
14
19
19
38
C+rrent=sa<in, *eposit
/ec+rrin, *eposit
(er) *eposit
*e)an' *raft Facilit"
5+t 2tation C0e>+e
Facilit"
?etter of Cre'it
Inte5etation, reason for using the service most a//ro/riate reason +ehin- convenient
than Availa+ilit3 than +an. charges an- rate of interest so 1e can sa3s
that /eo/le are use the +an.ing service accor-ing to convenient so +an.
charge2 rate of interest an- availa+ilit3 1hich is least concern.
R#(AN) *"#.
/eason for +sin, ser<ice response
3an; C0ar,es 19
/ate of Interest 18
Con<enient 35
.<aila:ilit" 28
102.
Reason for 0sing .er/i!e
19
18
35
28
0
5
10
15
20
25
30
35
40
3an; C0ar,es /ate of Interest Con<enient .<aila:ilit"
Reason
R
e
s
p
o
n
s
e
s
%N' Are 3ou investing excess mone3 in fixe- -e/ositD

/esponses /espon'ent
Yes 76
9o 24
Inte5etation, Here 1e can inter/ret that among BGG customer IN /ercent are invest
mone3 in fixe- -e/osit. So fixe- -e/osit account is the +est o/tion to invest
the mone3. 1e also inter/ret that /eo/le 1here satisfie- 1ith rate for fixe-
-e/osit.
R#(AN) *"#.
103.
0ser of 1i2ed eposit
Yes3 76
,o3 44
%I' If 3es then in 1hich scheme 3ou have avail ofD
R#(AN) *"#.
(i)e @ise rate of interest /espon'ents
BH>CH -a3s rate H.GGM 3
CN>JG -a3s rate H.HGM 8
JB>BIJ -a3s rate I.GGM 10
BLG>B3ear rate I.HGM 18
(et1een B to 9 3ear J.GGM 23
9>H 3ear rate J.HGM 10
H>BG 3ear rate BG.BGM 4
(otal 76
104.
1i2ed eposit .!)e+e
3
8
10
18
23
10
4
0
5
10
15
20
25
1
5
%
4
5
'
a
"
s

r
a
t
e

9
1
%
1
7
9

3
e
t
@
e
e
n

5
%
1
0

"
e
a
r
Rate of *nterest
R
e
s
p
o
n
d
e
n
t
15%45 'a"s rate
5.00A
46%90
'a"s rate 5.50A
91%179
'a"s rate 7.00A
180%1"ear
rate 7.50A
3et@een 1
to 3 "ear 9.00A
3%5 "ear
rate 9.50A
5%10 "ear
rate 10.10A
Inte5etation, Among BGG Res/on-ents IN Res/on-ent are interesting to invest mone3 in
fixe- -e/osit an- F9 /eo/le are invest in +et1een B to 9 YearJ.GGM.in
terms of /ercentage
BGG
IN
F9
=
S 9G.FN9FM
R#(AN) *"#.
105.
%L' Have 3ou use an3 .in- facilit3 of re-itD
Yes VNHW No V9HW
Inte5etation, Here NH customers are ta.e +enefit of cre-it facilit3 an- 9H /eo/le are
refuse-. most of cre-it ta.er are farmer2 small 1or.er2 an- small
+usinessman.
%J' If 3es then 1hich .in- of facilit3 are 3ou useD%cre-it facilit3'
$ehicle loan VBLW
(an. over-raft VGLW
ash re-it VBCW
(ill of Pa3ment VBGW
(an. !uarantee VBHW
Inte5etation,NH res/on-ent are ta.e avail of cre-it facilit3 BL customer ta.e
cre-it for vehicle loan2BH ta.e +an. guarantee2BC cash cre-it an-
L +an. over-raft.
R#(AN) *"#.
106.
0ser of Credit 1a!ility
15
10
14
8
18
0
2
4
6
8
10
12
14
16
18
20

Be0icle loan

3an;
o<er'raft

Cas0 Cre'it

3ill of
Pa")ent
3an;
-+arantee
5ype of Credit
C
r
e
d
i
t
)
o
l
d
e
r
0ser $f Credit 1a!ility
"es
65A
9o
35A
%BG' Are 3ou ta.e su+si-3 from R#(an.D
Yes VHNW No VCCW
Inte5etation, HN customers ta.e su+si-3 from +an..
%BB' If 3es than s/ecif3 1hich facilit3 of su+si-3 are ta.eD % Su+si-3'
R#(AN) *"#.
"3/e of Su+si-3 Su+si-3 hol-er
&e-ium term Agriculture *oan. 4
Annual re-it Plan 10
Self Em/lo3ment re-it ar- 16
Self Hel/ !rou/>(an. *in.age Programme 12
Farmers lu+ 4
Smart )issan re-it ar- 10
107.
.#-sidy)older
56
44
Yes
9o
5ype of .#-sidy
4
10
16
12
4
10
1e'i+)
ter) .,ric+lt+re ?oan.
.nn+al Cre'it
Plan
2elf
4)plo")ent Cre'it Car'
2elf 6elp
-ro+p%3an; ?in;a,e
Pro,ra))e
Far)ers
Cl+:
2)art
8issan Cre'it Car'
%BF' *evel of satisfaction accor-ing 3our (an. charges5 >
O/inion
a+out (an.
harges
*evel of Satisfaction
*o1 &e-ium High
*o1 H N L
&o-erate L FG 9B
High BB N H
Euestion5 #ose there an3 relation +et1een o/inion a+out +an.
charges an- *evel of satisfactionD
NU** HYPO"HYSIS5
G
H
S "here is no relation +et1een (an. harges an- satisfaction level
B
H
S"here is -irect relation +et1een (an. harges an- satisfaction level
O+serve- #ata5
Ex/ecte- #ata5
R#(AN) *"#.
O/inion a+out
(an. harges
*evel of Satisfaction "otal
*o1 &e-ium High
*o1 GH GN GL BJ
&o-erate GL FG 9B HJ
High BB GN GH FF
"otal FC 9F CC BGG
108.
NL . J
' NL . J H %
GC . I
' GC . I N %
FL . H
' FL . H BB %
JN . FH
' JN . FH 9B %
LL . BL
' LL . BL FG %
BN . BC
' BN . BC L %
9N . L
' 9N . L L %
GL . N
' GL . N N %
HN . C
' HN . C H %
F
F F F F F F F F
=
S G.GCFCHNP.GGBGH9PG.GBHHGPF.NIJIICPG.GNNCCGPG.JILCLJPN.BJNNIPG.BH9N
SF.FNFH
FNFH . F
F
=
c
X
Significance level >> HM an- #egree of free-om S%R>B' %>B'
S %9>B' %9>B'
F F =
S C
B9F . F
F
F
GH . G
=
t
orX X
So2
F F
C
X Xt re,ecte- the null h3/othesis
Inte5etation, here 1e can inter/ret that +an. charges2 1hich is significantl32 im/act on
satisfaction level +ecause it /rove +3 the testing so2 null h3/othesis
re,ect. 1e can also sa3s that 1hen the customer select the +an. at that
time +an. charges consi-er.
R#(AN) *"#.
O/inion a+out
(an. harges
*o1 &e-ium High
*o1 C.HN N.GL L.9N BJ
&o-erate BC.BN BL.LL FH.JN HJ
High H.FL I.GC J.NL FF
"otal FC 9F CC BGG
109.
%B9' *evel of satisfaction accor-ing to 3our Account
Scheme O/tion *evel of Satisfaction
*o1 &e-ium High
Ina-e:uate I N H
onvenient I FG 9H
&ore
onvenient
H H BG
Euestion5 #ose there an3 relation +et1een Scheme an- *evel of satisfactionD
NU** HYPO"HYSIS5
G
H
S "here is no relation +et1een Scheme o/tion an- satisfaction level
B
H
S"here is -irect relation +et1een Scheme o/tion an- satisfaction level
O+serve- #ata5
R#(AN) *"#.
Scheme O/tion *evel of Satisfaction "otal
*o1 &e-ium High
Ina-e:uate GI GN GH BL
onvenient GI FG 9H NF
&ore onvenient GH GH BG FG
"otal BJ 9B HG BGG
110.
Ex/ecte- #ata5
BG
' BG BG %
F . N
' F . N H %
L . 9
' L . 9 H %
9B
' 9B 9H %
FF . BJ
' FF . BJ FG %
IL . BB
' IL . BB I %
J
' J H %
HL . H
' HL . H N %
CF . 9
' CF . 9 I %
F
F F F F F F F
=
S 9.ICICLPG.G9BNBFJPB.IIILPB.J9JNPG.G9BHCPG.BFJGPG.9ILJPG.F9FFIG
SL.FNL9
FNL9 . L
F
=
c
X
S %9>B' %9>B'
F F =
S C
B9F . F
F
F
GH . G
=
t
orX X
So2
F F
C
Inte5etation, here 1e can inter/ret that there relation +et1een Scheme o/inion an-
levels of satisfaction +ecause it /roves +3 the testing so2 null h3/othesis re,ect.so2 conclu-e-
that the scheme o/inion gives /ositive 1hich -irect hel/ful to satisfaction.
R#(AN) *"#.
Scheme O/tion *evel of Satisfaction "otal
*o1 &e-ium High
Ina-e:uate 9.CF H.HL J BL
onvenient BB.IL BJ.FF 9B NF
&ore onvenient 9.L N.F BG FG
"otal BJ 9B HG BGG
111.
%BC'O/inion a+out Availa+ilit32 service= Res/onse of Em/lo3ees
O/inion a+out
Availa+ilit32 service=
Res/onse of
Em/lo3ees
*o1 &e-ium High
Excellent N H J
!oo- L FF BI
&o-erate H N H
Poor N N H
Euestion5 #ose the availa+ilit32 Service=Res/onse of Em/lo3ees oul- im/act on *evel of
Satisfaction
NU** HYPO"HYSIS5
G
H
S "he availa+ilit32 Service = Res/onse of Em/lo3ees oul- not im/act on *evel of
Satisfaction
B
H
S "he availa+ilit32 Service = Res/onse of Em/lo3ees oul- im/act on *evel of
Satisfaction
O+serve- #ata5
Ex/ecte- #ata5
R#(AN) *"#.
O/inion a+out Availa+ilit32
service= Res/onse of
Em/lo3ees
*o1 &e-ium High
Excellent GN GH GJ FG
!oo- GL FF BI CI
&o-erate GH GN GH BN
Poor GN GN GH BI
"otal FH 9J 9N BGG
112.
BF . N
' BF . N H %
N9 . N
' N9 . N N %
FH . C
' FH . C N %
IN . H
' IN . H H %
FC . N
' FC . N N %
C
' C H %
JF .. BN
' JF . BN BI %
99 . BL
' 99 . BL FF %
IH . BB
' IH . BB L %
FG . I
' FG . I J %
LG . I
' LG . I H %
H
' H N %
F F F F F F
F F F F F F
=
SG.FPG.9HJGPG.CHPB.BJNLPG.I9CLP.GGGCPG.FHPG.GGJFPG.BGGFLPG.IFGNPG.GHJLNPG.FGHG
SC.FLHJ
FLHJ . C
F
=
c
X
S %C>B' %9>B'

F 9 =
S N
So2
F F
C
Inte5etation, here 1e can inter/ret "he availa+ilit32 Service = Res/onse of Em/lo3ees
oul- im/act on *evel of Satisfaction. So2 1e can conclue- that availa+ilit32 service an- re/l3
of em/lo3ees an- level of satisfaction -irect /ositive relation.
R#(AN) *"#.
Em/lo3ees
*o1 &e-ium High
Excellent GN GH GJ FG
!oo- GL FF BI CI
&o-erate GH GN GH BN
Poor GN GN GH BI
"otal FH 9J 9N BGG
113.
JC9 . B . F
F
F
GH . G
=
t
orX X
%BH' Are 3ou satisfie- 1ith availa+le service of (an.ingD
Yes VINW No VFCW

Inte5etation, After tan.ing BGG sam/le surve3s 1e can conclu-e that IN customer give
/ositive re/l3 for +an.ing service. So more than IHM customer satisfie-
an- the3 1ill continue 1ith
%BN' Have 3ou use- the loc.er facilit3D
Yes V9GW No VIGW
Inte5etation, Here 1e clearl3 see that ver3 less customer are uses the loc.er facilities it
is near +3 9G /ercentages .So +an. have necessaril3 inform to customer for
use the facilit3.
R#(AN) *"#.
114.
6o!ker 0ser
Yes
30A
9o
70A
.atisfa!tion Responnse for 'anking ser/i!e
76
24
Yes
9o
%BI' Are 3ou satisfie- 1ith R#(an.D
Yes VLGW No VFGW
Inte5etation, LGOut of BGG give favora+le res/onse to1ar- R#(an. After consi-ering
the overall /erformance2 facilit32 service2 an- -ifferent schemes.so2 existing
most of customer are satisfie-.FGM are not satisfie- 1ith the +an. so those
customer ma3 go other +an..
%BL' &ention /ro+lems face- +3 3ou from R#(an. Services5 >
ustomer -efine the /ro+lems most them facing the /ro+lem of
A+sence of core +an.ing facilit3
A+sence of A"& facilit3.
A+sence of E>+an.ing facilit3
It is ,ust availa+le in Ra,.ot -istrict area.
Proce-ure for che:ue clearance is ver3 time ta.ing /rocess.
So2 1e can conclu-e that most of customer 1ant to facilit3 of A"&2 core +an.ing
facilit32 e +an.ing facilit3 +ut it is might +e not /ossi+le +ecause the most of the +ranches
are situate- in Ra,.ot -istrict rural area 1here not availa+le facilit3 of inter net an- it is ver3
costl3 so2 it ma3 +ur-en for the +an. 1hich inversel3 im/act on /rofit.
R#(AN) *"#.
115.
.atisfa!tion to&ard RC'ank
Yes
708
,o
408
%BJ' 8ill 3ou continue 1ith R#(an.D X
Yes VICW No VFNW

'ank .ele!tion
7
4
4
6
0 10 40 30 40 50 60 70 70
Yes
,o
C
#
s
t
o
+
e
r

R
e
p
l
y
Respondent
Yes 9o
Inte5etation, IC customers 1ill continue 1ith +an. an- FN customer7s moves to other
+an.. Among FN ustomer refuse- most of them 1ant to ,oin 1ith
+an. of (aro-a2 Pun,a+ National +an.2 State (an. of In-ia an- unit trust
+an. of In-ia.
R#(AN) *"#.
116.
R#(AN) *"#.
FIN#IN!S
SU!!ES"ION
ON*USION
*I&I"A"ION OF S"U#Y
117.
Fin-ings
From the surve3 1e have foun- out that mi- a-ult /eo/le significantl3 -eal 1ith +an.s
Accor-ing to sex>NLM are mail an- FFM are female -eal 1ith +an..
Stu-ents2 farmers2 em/lo3e-2 /rofession /eo/le are the regular customers of the +an..
Eualification level of existing customer most of them gra-uate an- higher secon-ar3.
"he existing customer most of them come from me--le class or la3ing un-er IHGB to
BFHGG /ro/ortional a//roximatel3 HGM.
&ost of res/on-ent have using this +an. less then six 3ear.
"he :ualit3 of -ifferent services meeting the customer7s re:uirement no+o-3 1as in
o/inion of filling +e- :ualit3 this sho1s that the :ualit3 of R# (an. services is u/ to
the mar..
ustomers also satisfie- 1ith +an. /erformance after consi-ering overall
/erformance.
&ost of customers have a saving account 1ith mo-erate satisfaction.
urrent an- saving -e/osit2 recurring -e/osit an- terms -e/osit the3 are regularl3 use
+ut current an- saving -e/osit most fre:uentl3 using service.
(an. charges2 rate of interest2 availa+ilit3 an- convenient these are the ma,or causes
for using the service +ut convenient most fre:uentl3 re/l3 of 9H out of BGG.
On the +asis of surve3 I foun- that INM are interesting to invest in fixe- -e/osit.
INM customers are full3 satisfie- in term of service an- FCM give negative res/onse.
Almost all customers getting their com/lains /ro/erl3 han-e- +3 the com/an3 no 1a3
in negative o/inion or having +a- ex/erience.
R#(AN) *"#.
118.
Suggestion
8hen the surve3 1as con-ucte- it 1as also as.e- for an3 suggestion for im/rovement
for R# (an. mo-els. I have foun- out some suggestion for the +an. through surve3.
"he3 are as follo1.
"he +an. shoul- focus more on its +an. charges strateg3 for its lo3al an- regular as
1ell as other customers. (an. charges rate shoul- +e com/etitive an- economic.
No -ou+t most of the customers are ha//3 1ith the +an.ing services +ut still some of
them of the customers are not satisfie- 1ith the +an.ing services. "hus an- imme-iate
action is re:uire- to fin- the causes for such event an- a//ro/riate action shoul- +e
ta.en.
"he com/an3 shoul- sen- their sales executive /erson in /ersonal to meet the
customers anta.e their revie1s an- ma.e the customers a1are a+out recent
-evelo/ment in service an- other /olic3 change. In this 1a3 the3 even influence the
-ecision of the customers to reuse the service. "his 1ill also /rovi-e the com/an3 1ith
the s/ecific nee-s of the customers an- so the3 can ma.e im/rovement in the service.
"his 1ill also lea- to +atter customer relationshi/ an- lo3alt3 of the customers.
"here is an imme-iate nee- of im/rovement the com/laint han-ling s3stem. S3stem
of the +an.2 regular fee- +ac. from the customers2 regular con-uct the surve3 from the
customers 1ill again hel/ them to ta.e strategic -ecision.
R#(AN) *"#.
119.
onclusion
After con-ucting the surve3 for R# (an. an- sta3ing 1ith this +an. for a /erio- of L
1ee.s I conclu-e- that it is almost the highl3 -evelo/ing +an. 1ith great /otential. Account
-e/art is o/erate 1ell +ut still there is a re:uirement of s.ill full staff.
Eualit3 1ise its services are 1ell acce/te-. "his is one of the most a-vantageous an-
/restigious achievements of R# (an..
"hrough the surve3 -one2 I have foun- that mo-els 1hich are their in the mar.et of
R# (an. are giving +est service to 1ith customer an- also have goo- amount of mar.et
share in Ra,.ot -istrict.
If 1e ta.e out an- average most of customers are satisfie- 1ith the overall
/erformance of R# (an. as /ractical .no1le-ge has got large -ifference in com/are to
theoretical here the scenario total -ifferent.
I felt that m3 /ur/ose of training have +een solve- as I 1as given 1ell su//ort an-
gui-e lines 1ithout hesitation from em/lo3ees an- the3 sho1s .een interest in m3 1or.. "hat
ultimatel3 resulte- in to 1ell manage- an- real research stu-3.
R#(AN) *"#.
120.

R#(AN) *"#.
(I(*IO!RAPHY
A((RI$IA"ION
EUES"IONNAIRE
121.
(I(*IO!RAPHY
Sites
111.ca/italine.com
111.investo/e-ia.com
111.1i.i/e-ia.com
111.themanagementor.com
111./lan1ere.com
111.r-c+an..in
MagaIines
(usiness 1orl-
R(I +ulletin
)oo3s
Financial &anagement 4 I & Pan-e3
Human Resources &anagement 4 Ah1atha//a
&ar.eting &anagement 4 )otler = )elvin
(usiness statistics >> S.P.!u/ta=&.P.!u/ta
Annual Re5ots, RC)an3 Re5ot 8BB:(8BB;
R#(AN) *"#.
122.
A((RE$IA"ION
).P.$.> )issan $i.as Patra
)..> )issan re-it ar-.
PAS> Primar3 Agriculture Societ3
NS.> National Saving ertificates
;PA>;anta Personal Acci-ent Polic3.
S*R>statutor3 *i:ui-it3 Rate.
R#(AN) *"#.
123.
"O &EASURE SA"ISFA"ION *E$E* OF "HE R# (AN) US"O&ER
IN RA;)O" #IS"RI" RE!ION.

R#(AN) *"#.
#emogra/hic Profile
Name5 6666666666666666666666666666666

Age5 *ess than 9G Year
9G>9H Year
9N>CH Year
&ore "han CH Year
Sex5 &ale
Female
Occu/ation5 Stu-ent Profession
(usiness Em/lo3e-
Other
If other then mentione- it 6666666666666666666
Eualification5 U/ to BG
th
Stan-ar-
U/ to BF
th
Stan-ar-
!ra-uation
Post !ra-uation
&onthl3 Income5
*ess than IHGG IHGB 4 BFHGG
BFHGB 4 FGGGG &ore thanFGGGG
124.
R#(AN) *"#.
125.
%B' Since ho1 long 3ou are using this (an.D
G>9 Year 9>N Year
N>J Year &ore than J Year
%F' !ive 3our vie1 accor-ing to /reference after consi-ering
Overall /erformance un-er give +an..
III
H#F
R#(
U"I
)O"A) &AHIN#RA
NA!ARI) SAHA)ARI (AN)
%9' 8hich of the follo1ing t3/e of Account -o 3ou useD
*o1 &e-ium High
urrent Acco.
Saving Acco.
Fixe- #e/osit
%C' 8hich service are regularl3 useD
urrent = Saving #e/osits
Recurring #e/osits
"erm #e/osits
#eman- -raft facilit3
Out station che:ue collection facilit3
*etter of cre-it facilit3
%H' Reason for using a+ove service5 >
(an. harges Rate of Interest
onvenient Availa+ilit3
If other then clarif3 it. 6666666666666666666666
%N' Are 3ou invest excess mone3 in fixe- -e/ositD
Yes No
%I' If 3es then in 1hich scheme 3ou have avail ofD
BH>CH -a3s rate H.GGM
CN>JG -a3s rate H.HGM
JB>BIJ -a3s rate I.GGM
BLG>B3ear rate I.HGM
(et1een B to 9 3ear J.GGM
R#(AN) *"#.
126.
9>H 3ear rate J.HGM
H>BG 3ear rate BG.BGM
+L' Have 3ou use an3 .in- facilit3 of re-itD
Yes No
R#(AN) *"#.
127.
%J' If 3es then 1hich .in- of facilit3 are 3ou useD
$ehicle loan
(an. over-raft
ash re-it
(ill of Pa3ment
(an. !uarantee
Other
If other then clarif3 it .
%BG' Are 3ou ta.e su+si-3 from R#(an.D
Yes
No
%BB' If 3es than s/ecif3 1hich facilit3 of su+si-3 are ta.eD
&e-ium term Agriculture *oan.
Annual re-it Plan
Self Em/lo3ment re-it ar-
Self Hel/ !rou/>(an. *in.age Programme
Farmers lu+
Smart )issan re-it ar-
%BF' *evel of satisfaction accor-ing 3our (an. charges5 >
O/inion a+out (an.
harges
*o1 &e-ium High
*o1
&o-erate
High
%B9' *evel of satisfaction accor-ing to 3our Account
R#(AN) *"#.
Scheme O/tion *evel of Satisfaction
*o1 &e-ium High
Ina-e:uate
onvenient
&ore
onvenient

128.

R#(AN) *"#.
129.
%BC' O/inion a+out Availa+ilit32 service= Res/onse of Em/lo3ees
Em/lo3ees
*o1 &e-ium High
Excellent
!oo-
&o-erate
Poor
%BH' Are 3ou satisfie- 1ith availa+le service of (an.ingD
Yes V W No V W
%BN' Have 3ou use- the loc.er facilit3D
Yes No
%BI' Are 3ou satisfie- 1ith R#(an.D
Yes No
%BL' &ention /ro+lems face- +3 3ou from R#(an. Services5 >
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,
,,,,,,
%BJ' 8ill 3ou continue 1ith R#(an.D
Yes No
If No2 then 1hich (an. 1ill 3ou chooseD 666666666666666666
R#(AN) *"#.
130.
R#(AN) *"#.
131.
R#(AN) *"#.
132.


R#(AN) *"#.
133.

Rajkot District Co Operative LTD Bank

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Rajkot District Co Operative LTD Bank

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Accession the satisfaction level of the existing customer

SUMMER TRAINING REPORT

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