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A SUMMER TRAINING REPORT

ON
GENERAL STUDY OF KCC BANK

In partial fulfillment of the Requirements for the award of Degree of


Master of Business Administration

SUBMITTED TO :-

SUBMITTED BY:-

Ms PRABHJOT KAUR

JASMEET SINGH
1175555

DEPARTMENT OF MANAGEMENT
SRI SAI COLLEGE OF ENG&TECH
BADHANI
(2011-13)

vii

CERTIFICATE

viii

ACKNOWLEDGEMENT
A work is never a work of an individual. I owe a sense of gratitude to the intelligence and
co-operation of those people who had been so easy to let me understand what I needed
from time to time for completion of this exclusive project.
First of all, I would like to pay my heartiest thanks to entire family of KCC BANK
especially Mr. KRISHAN CHAND RAPOTRA, Branch manager, who provided me
such a wonderful opportunity to do Summer Training and provided their valuable
suggestions in understanding the work of Research Project.
It gives me immense pleasure and privilege in extending my heartfelt thanks to Mr.
CHETAN MOHAN for giving me the opportunity to study in this esteemed institute for
masters in business management and permitting me to take my summer training in
Kangra Central Cooperative Bank, and my project guide Ms. PRABHJOT KAUR for
her dexterous guidance, inspiration, sustained encouragement and keen interest during the
course of research project and in successful completion of the report.
I am much beholden and do not find words sufficient enough to express deep sense of
gratitude and appreciations to my respected and loving parents, friends and respondents
of my study for their forthright help, inspiration and untiring moral support which went a
long way in successful completion of the project.
No one can be forgotten but everyone may not be mentioned.

Date:

(JASMEET SINGH)

ix

DECLARATION
I undersigned hereby declare that the summer training project report submitted to my
college Sri Sai Institute of management and technology, Badhani .In partial fulfillment
for the degree of master of business administration on GENERAL STUDY OF
KANGRA CENTRAL CO-OPERATIVE BANK is a result of my own work under
continuous guidance and kind co-operation of our college faculty member Ms. Prabhjot
Kaur. I have not submitted this training report to any other university for the award of
degree.

______________________
(students name & signature)
______________________
(university roll no.)
Date: ____________

PREFACE
This project is based on the GENERAL STUDY OF KCC BANK regarding the
various deposit schemes, loan facilities provided by the bank, customer perception
regarding the services provided by the bank, financial structure of the bank and the
working capital of the bank.
I have done my Summer Internship Project from KCC BANK REHAN BRANCH.
During my Summer Internship Training.
This project work helped me to apply theoretical knowledge into practical aspects on
collected data which was a worthy experience and during the discussion with company
guide I realized that how important the project report is for the company and me. I also
realized how teamwork, goal orientation and managing interpersonal relationships are
integral part of professional life; therefore this will definitely help me to develop qualities
required for executive. In addition, I understood products of my company and its targeted
customers. Also I got information what are the basic categories of bank products.
More than 80% of the customers were satisfied with location and condition of the Bank
and more than 50% were satisfied with the process of disbursement, but maximum of the
customers were dissatisfied with the behavior of the employees, they give suggestions to
that the KCC Bank employees should change and improve their behavior towards their
customers, from my findings I found that this behavior of employees is due to daily
routine work load from which they got stressed. I recommend the bank to change the
location of the employees from one branch to another and give them more and more
incentives and also to employ more employees from which work load gets less and the
employees will not feel any pressure and they will not feel any stress. Most of the
customers choose KCC Bank because of simple procedures and more number of branches
and the interest rates regarding their business was suitable according to them. Most of the
customers rank good about KCC bank.

xi

TABLE OF CONTENTS

S.No. CONTENT

PAGE No.

1.

ORGANISATION STRUCTURE

10

2.

INTRODUCTION TO THE TOPIC

14

3.

LITERATURE REVIEW

39

4.

OBJECTIVES,NEED AND SCOPE OF THE


STUDY

42

5.

RESEARCH METHODOLOGY

47

6.

DATA ANALYSIS AND INTERPRETATION

52

7.

FINDINGS

65

8.

LIMITATIONS OF THE STUDY

67

xii

S.NO CONTENT

PAGE NO.

9.

SUGGESTIONS

69

10.

CONCLUSION

71

11.

REFERENCE

73

12.

ANNEXURE

75

xiii

ORGANISATION STRUCTURE

xiv

COMPANY PROFILE

The Kangra Cooperative Bank Ltd. started in a very humble way as a small Thrift/Credit
Society in March, 1960 by a few friends of Distt. Kangra of Himachal to help out the
people of Himachal residing in Delhi to uplift their economic conditions and tide over the
financial hardships. Dedication, sincerity and honesty of these members/associates
brought rich fruits and this Thrift/Credit Society grew up into a big society within twelve
years after its formation and successful running was converted into a primary urban
Cooperative Bank in 1972 by RBI and was permitted to carry out banking activities
including acceptance of deposits from public (non-members) by opening their Saving,
Current and RD A/cs. Twenty three years there from in June 1995 it was granted a
license to carry out the banking business by the Reserve Bank of India. Thereafter, it
was granted license to open branches and consequently six more branches were added in
February, May, December 1996, June 1998 ,October 2008 and the last one in July 2009.
In May 1970 it purchased Paharganj building and reconstructed the same in 1993. In
October, 1997 it purchased the present premises at Janakpuri to set up administrative and
HO. Central accounts and Personnel department are functioning from this building. It
has a board meeting room. One branch also functions here. The main branch along with
its service branch, arbitration and recovery department is situated in its own three storied
building at Paharganj. It purchased another Building in April 2008 At Jagatpuri where
its one of the existing Branches has already been functioning.
AGBM and elections, audit etc are held on regular intervals. Bank is giving dividend to
its Share-holders regularly and lastly declared @ 18% the highest declared/paid so far.
xv

Bank has also introduced three schemes of welfare nature for its shareholders. First one
is where grant of Rs. 20,000/- is given to the nominee of the deceased members and no
interest is charged up to 50000/- liability in case of death of the member, the second one
is where scholarship @ Rs.150/- and Rs.200/- per month is given to the brilliant wards of
the members and staff and the the third one is to give one time incentive to those wards of
members / staff who get 90 % marks in Board examination. Amount of incentive is
Rs.3100/- and Rs.5100/- for 10th and 12th class respectively
All the branches are fully computerized with TBA in place. Further interconnectivity
(ABB) among all its branches along with the implementation of CTS has already been
done .Board of Directors has also prepared a Vision Document for 2008-09 to 2010-11
according to which various targets have been fixed.
Membership has been planned up to 36000
Dividend up to 18% with 1% increase every year
Clientele 1.25 lacs
Deposits up to 206 crores to 270 crores
Advances to increase 190 crores from 123 crores.
To purchase at least one more building for its branches which are on rent at
present.
To impart 3-5 days training to each Staff members in next 3 years.
To get Scheduled Bank status.
To create a befitting set up matching the status of the Bank.
To Strengthen and upgrade IT system.

xvi

History
Came into existence on 17th March 1920 (License No. RPCD.09/2009-10).
Indora Banking Union was merged and 2nd Branch of the Bank opened at Nurpur
in Jan1956
Palampur Banking Union was merged and 3rd Branch of the Bank opened at
Palampur in Jan1957
Nadaun Banking Union was merged and 4th Branch of the Bank opened at
Hamirpur in Oct1958
The Bank suffered losses because of the partition in 1947 to the tune of Rs.10.64
Lacks
In Mar 1962, the bank suffering from the setback of partition was granted Rs.4.09
Lacks by the Govt.
Govt. also provided Interest Free Relief Loan of Rs.3.98 Lacks and Govt. of India
Loan of Rs.4.97 Lacks @ 3.87% in 1962 in 1971-72
The Bank entered into the deposit mobilization scheme of Pong Dam Area
aggressively and secured maximum share of Deposit Bank Deposits increased
from Rs. 256 Lacks in 1971-72 to Rs. 1054 lacks in 1973-74.

xvii

INTRODUCTION TO
THE TOPIC

xviii

DEPOSIT POLICY
CUSTOMERS ARE MOST IMPORTANT VISITORS IN OUR PREMISES
THEY ARE NOT DEPENDENT ON US WE ARE DEPENDENT ON THEM.
WE ARE DETERMINED TO SERVE THEM IN PARTICULAR AND OUR
COMMUNITY AS A WHOLE IN GENERAL WITH SMILE TO THEIR
UTMOST SATISFACTION THROUGH COOPERATIVES
TYPES OF DEPOSIT ACCOUNTS
The Deposit Products offered by the bank are broadly categorised in
the following types.
1. Savings Bank Account
2. Current Account
3. Term Deposits
ACCOUNT OPENING AND OPERATION OF DEPOSIT ACCOUNTS
Savings Bank Account
Savings Bank account as the very name suggests is intended for
savings for the future. There are no restrictions on the number and
amount of deposit that can be made on any day. Minimum amount
of withdrawal / deposit is Rs.10/-. Balance in the account earns
interest at rates advised by the Head Office from time to time. The
facility of withdrawal by cheque is also allowed subject to certain
restrictions. These accounts can be opened by eligible persons and
also certain organisations and agencies (as approved by the RBI).
As required by Law, while opening the account, we will satisfy
ourselves about the identity, including verification of address of a
person/s seeking to open an account, to assist in protecting the
prospective customers, members of the public and ourselves against
fraud and other misuse of the Banking system duly observing the
Know your customer (KYC) guidelines of RBI.
The Bank requires satisfactory introduction of the person/s
opening the account by a person acceptable to the bank.
The bank is required to obtain 2 recent photographs of the
person/s opening the account.
The bank is required to obtain permanent account number (PAN)
or General Index Register (GIR) number or alternatively obtain
declaration in form no.60 or 61 as per the income Tax Act (Vide
xix

Section 139-A) from the person/s opening the account.


The Bank will provide to the prospective customers details of the
documents required for identification of the person/s opening the
account in addition to a satisfactory introduction. Documents
normally accepted are the current Gas/Telephone/Electricity Bill or
voter's identity card or driving license or pass port or Ration card
etc.
The account holder is required to maintain minimum balance in
the account, as specified by the Bank from time to time. Bank has
discretion to change the above norms and levy charges for noncompliance of the same. However, adequate notice will be given
informing the change/s. Interest as prescribed by RBI is paid on half
yearly basis on minimum balance between the 10 th day and last
day of the month, provided it works out minimum Re.1.
Issue of cheque book is subject to satisfactory operation in the
account. However issue of multiple Cheque books is the discretion of
the Branch Manager and subject to charges.
Cheques, Dividend warrants drawn in the name of account
holder/s will only be collected through the account. (Financial
instruments endorsed in favour of the account holder/s will not be
collected through SB account.)
Pass book is provided to customer and updated periodically.
Current account
Current Accounts are designed to meet the needs of such sections of
the public who operate their account regularly and frequently. i.e.
Traders, Businessmen, Corporate bodies or the like who receive
money and make payments very often. Current accounts are
suitable to such category of customers as there are no restriction on
the number of withdrawal or deposit. Current accounts can be
opened by individuals, partnership firms, Private & Public Ltd Co.,
HUFs, / Specified associates, Societies, Trusts, etc.
As required by law, while opening the account, we will satisfy
ourselves about the identity, including verification of address of the
person/s seeking to open an account to assist in protecting the
prospective customers, public and ourselves against fraud and other
misuse of the Banking system duly observing the KYC guidelines of
RBI.
The Bank requires satisfactory introduction of the person/s
opening the account by a person acceptable to the bank.
The Bank is required to obtain 2 photographs of all the person/s
xx

who is opening and operating the account.


The bank is required to obtain permanent account number (PAN)
or General Index Register (GIR) number or alternatively obtain
declaration in form no.60 or 61 as per the income Tax Act (Vide
Section 139-A) from the person/s opening the account (i.e. including
partners or registered / unregistered partnership as also registered /
incorporate bodies / companies).
The Bank will provide to the prospective customers details of the
documents required for identification of the person/s opening the
account in addition to a satisfactory introduction. Minimum Balance
as stipulated from time to time is required to be maintained by the
customers.
No interest is paid on credit balance kept in Current Account.
Service charges are levied for ;
1. Cheque books issued
2. Non-maintenance of minimum balance
3. Return of cheques, etc
The applicant (i.e.account opener) should declare in the account
opening form or separately that he is not enjoying any credit facility
with any bank and if he does enjoy any facility/ies he should declare
full particulars thereof indicating the name of the bank, branch
where from he has availed these facilities and also submit no
objection certificate from financing bank/institution.
Statement of account is provided to the account holder monthly or
more frequently as per the arrangement.
Stop Payment facility The bank will accept stop payment
instructions from the depositors in respect of cheques issued by
them (subject to maintenance of required balance). Charges as
specified will be recovered.
Term Deposit Account
The deposits received by the bank for a fixed period withdrawable
after the expiry of the fixed period and includes deposits such as
Recurring / Fixed /Term etc.
Term Deposits can be opened by individuals, partnership firms,
Private / Public Ltd Co.s, HUFs,/ Institutions/Societies/Trusts etc.
As required by law, while opening the account we will satisfy
ourselves about the identity, including verification of address of the
person/s seeking to open an account to assist in protecting the
prospective customers, public and ourselves against fraud and other
misuse of the Banking system duly observing the KYC guidelines of
RBI.
The Bank requires satisfactory introduction of the person/s
opening the account by a person acceptable to the bank.
xxi

The Bank is required to obtain 2 photographs of all the person/s


who is opening and operating the acount.
The bank is required to obtain permanent account number (PAN)
or General Index Register (GIR) number or alternatively obtain
declaration in form no.60 or 61 as per the income Tax Act (Vide
Section 139-A) from the person/s opening the account.
The Bank will provide to the prospective customers details of the
documents required for identification of the person/s opening the
account in addition to a satisfactory introduction by Persons &
entities already having operative accounts such as SB, current
account etc. need not provide the above documents for opening of
the Term Deposit accounts.
Premature withdrawals are allowed unless specified otherwise, at
the rate of interest applicable for the period for which the deposit
has run ruling on the date of deposits , subject to penalty if any
prescribed by the bank.

Customer Information
The customer information collected from the customers shall not be used for cross
selling of services/ products by the bank, subsidiaries & affiliates. If the bank proposes
to use such information, it shall be with the consent of the account holder/s.
Secrecy of the customer accounts
The Bank shall not disclose details / particulars of the customers' accounts to a third
person or party without the express or implied consent from the customer. However,
there are some exceptions viz. Disclosure of information under compulsion of law,
where there is a duty towards the public to disclose and where interest of the bank
requires disclosure.

Inoperative accounts
SB & CA accounts in which there are no operations for a period of 2 years and above
from the date of last operation, except by way of any charges debited, or interest
debited/credited will be treated as inoperative account. Service charges are levied to
inoperative account. Depositor/s can revive the account. In case the balance is less
than Rs.20/- account will be closed if there is no response from the depositor to the
notice sent by the bank

xxii

SPECIAL TYPES OF ACCOUNTS

Minor accounts
Minor accounts represented by the guardian
According to the Indian majority act read with the Guardions & Wards Act,1890, a
minor is one who has not completed 18 years of age, but in case of minor whose
guardian is appointed by the Court, he /she remains minor up to the age of 21 years. In
terms of Indian contract Act, the contracting parties should be major necessarily for
the validity of the contracts. Hence, any contract with the minor is void ab-initio. Since
the opening of the account forms contractual obligation between banker & customer,
savings bank account in the individual capacity of the minor will not be opened.
However there are exceptions to this rule.
Accounts in the name of minor himself
SB accounts may be opened & operated by the minor himself for reasonable amounts,
provided he has attained the age of 14 years and a literate. No cheque book will be
issued to him.
Accounts in the name of students above the age of 12 years:
In branches/ extension counters which are situated within the campus of the
Educational Institutions, a minor student who has attained the age of 12 years and who
is studying in the Education Institution, opening of SB account will be considered.
Accounts of illiterate persons
The Bank may at its discretion, open accounts of illiterate persons, after observing
formalities for opening such accounts. No cheque book facility is provided for such
accounts.
Accounts of Blind persons
The Bank may at its discretion open deposit account in the name of blind person after
observing all the formalities of the Bank for opening and operation of such accounts.
Branch Manager at his discretion may issue cheque book with certain restrictions.
Repayment under Joint Deposits
The joint account holder can give any of the following mandates for disposal of
balance in the account.
1.
Either or survivor
2.
No.1 or survivor
3.
Jointly
Either or survivor : The Bank will be making payment of the maturity proceeds to the
surviving depositor who presents the deposit receipt and furnishes the proper
discharge without reference to the other depositor as well as to the legal heirs of the
deceased depositor.
xxiii

No.1 or survivor : If no.1 is not alive on the date of maturity the bank will be making
payment to the survivor without reference to the legal heirs of no.1. If No.1 dies after
maturity, the claim will be settled in favour of the survivor subject to production of a
notarised indemnity for indemnifying the bank in case of the claim from legal heirs of
the No.1.
Payable jointly : If one or more of the depositor dies on or after maturity, the amount will be
paid jointly to the surviving depositors along with the legal heirs of the deceased depositor.

xxiv

Settlement of dues in the deceased depositor account


If the depositor has registered bank, the balance outstanding in the account of the
deceased depositor will be settled in favour of the nominee after the bank is satisfied
about the identity of the nominee.
The bank may not insist on succession certificate from the Legal heirs irrespective of
the amount involved. However, the bank may adopt such safe guards in considering
settlement of claims as appropriate including obtention of indemnity.
In the absence of nomination and where there are no disputes among the claimants,
the bank will settle the claim in respect of the deceased person to his/ her legal heir
after observing all the formalities.
In the case of NRE deposit where the claimant/s are residents, the deposit on
maturity will be treated as domestic deposit and interest will be paid for the
subsequent period at a rate applicable to the domestic deposit of

DEPOSIT SCHEME INTEREST RATES


Table 1.2: Interest rates on term deposits w.e.f 13th July,2012
Table 1.2.1: For General Public
Rates for All categories
Tenor

(% p.a)

15 days to 45 days

6.75

46 days to 90 days

6.75

91 days to 180 days

7.50
xxv

LITERATURE REVIEW
xxvi

LITERATURE REVIEW
A number of researches have been conducted on Consumer Perception regarding
various loan facilities by the bank. Due to shortage of time & resources, a review of
all the past researches done could not be mentioned in this research project. So,
snapshots of some of the reviews have been presented.
Venkitesan (1984) in his study concluded that the extent of achievement of Primary
Agricultural Credit Societies (PACS) in credit disbursement and other related aspects.
He also studied short term agricultural loans and its impact on agricultural production
in Kerala. His study revealed that PACS working on profit had a strong resource base,
high rate of deposit mobilization, low borrowings, high distribution of agricultural
advances and high rate of loan recovery compared to those incurring losses. The study
also identified the major factors contributing to the resources of the PACS, such as
live cropping pattern and occupational structure of the members, saving habits of the
people, satisfaction to the beneficiaries arising from simplified loaning procedures and
active participation of members in the affairs of the society.
Sharma (1985) conducted a case study of the short-term agricultural credit of
Rajasthan Central Co-operative bank (CCB) He brought out the case that with regard
to short term credit the CCBs should re-orient their loan policies and procedures on
the basis of crop loan system. The study noted that loans should be given in
installments and there should be a proper link between advancing and repayment of
loans with sowing and harvesting season.
Verma (1985) in his study observed that the overall performance of the Central Coxxvii

operative banks in Maharashtra is a mixed one. In his opinion, their weaknesses are
overdue, poor recoveries, insufficient management, inadequate and untrained staff,
lack of supervision, poor deposits, defective loan policies, defective book
adjustments, inadequate bad and doubtful reserves, etc.can be attributed to higher rate
of decline in spread ratio, a consequence of a fall in interest received. According to
them, there is vast scope of increase in profit and profitability, if proper attention is
paid on areas like recovery, deposit mobilization, branch expansion, reduction in
manpower and operating expenses, building up of more owned funds and scientific
management of funds.
Paul (1988) discussed and evaluated the operational efficiency of Ernakulum DCB
and was of the opinion 20 that the bank was efficient in the mobilization of funds
which is evident from owned funds to borrowed funds ratio and the borrowed funds to
working capital ratio. It was however found to be inefficient in the deployment of
funds. Again the ratio of net profit to own funds ratio showed a declining trend due to
lack of efficient utilization of funds. The liquidity position of the bank was reported to
be very sound. He was of the opinion that the bank can improve its position by finding
out new avenues for investment, better cash management and by taking all efforts to
curtail the overdue position of the bank and by forming an extension wing to study the
problems of its member societies.
Khusro Committee Report (1988) pointed out that the GCBs, besides exercising
supervisory functions over the PACS, should extend them legal and other help when
needed. It was suggested that DCBs will continue to function as the liquidity reservoir
and balancing centre of PACS and at the same time perform the task of operating as a
bank for other co-operative societies in the district. According to the Committee, the
linking of share capital to borrowings at the DCB level for PACS may be fixed at 5
per cent, so that they are able to retain with them a part of the share capital received
from their members. The ratio of cash credit to PACS was advised to be reduced from

xxviii

OBJECTIVES,NEED AND SCOPE


OF THE STUDY

xxix

OBJECTIVE OF THE STUDY


(a) To understand the work culture of KCC bank .
(b)To understand why people prefer KCC bank
(c) To understand what kind of formality required
to open an account in the bank.
(d)To study the various loans provided by KCC bank.
(e) To understand how much people are regular customer
of KCC bank.
(f) To understand what kind of changes customer required
in bank.
(g) To know about the knowledge of customer regarding the
loan provided by the KCC bank.
(h)To study the recent plan of KCC bank ltd.
(i) To analyze rhe financial position of KCC bank.

xxx

NEED OF THE STUDY


In today competitive environment where corporate are constantly searching for ways
to keep a float and sustain the market share, they have to find newer and better ways
to satisfy the customer needs. To run any organization successfully the management
needs to think always for the betterment of their service and product, every time there
is a chance of improvement in the functioning of every organization specially when
we talk about the banking sector in past there was very less or no competition in the
market and the banks has no pressure to provide better facilities to the people but in
the recent years the competition is increased due to the entry of the private banks and
other money lending units. Considering this the state KCC bank need to be more
careful and needs to take such steps which favor them to stay ahead in the market.
This has always been the motto of KCC Banks and in order to achieve this, I was
entrusted in doing a Consumer satisfaction regarding the services of KCC Bank.

xxxi

Scope of the Study

Each and every project study along with its certain


objectives also have scope for future. And this scope in
future gives to new researches a new need to research a new
project with a new scope. Scope of the study not only
consist one or two future business plan but sometime it also
gives idea about a new business which becomes much more
profitable for the researches then the older one.
Scope of the study could give the projected scenario for
a new successful strategy with a proper implementation

xxxii

plan. Whatever scope I observed in my project are not


exactly having all the features of the scope which I described
above but also not lacking all the features.
- Research study could give an idea of network expansion
for capturing more market and customer with better
services and lower cost, with out compromising with
quality.
- In future customer requirements could be added with the
product

and

services

for

getting

an

edge

over

competitors.
- Consumer behavior could also be used for the purpose
of launching a new product with extra benefits which
are required by customers for their account (saving or
current ) and/or for their investments.
- Factors which are responsible for the performance for
bank can also be used for the modification of the
strategy and product for being more profitable.
xxxiii

- Factors which I observed while doing project study are


followingCompetitors
Customer Behaviour
Advertisement/promotional activities
Attitude of manpower and Economic conditions

RESEARCH METHODOLOGY

xxxiv

What is research methodology


Research methodology is way to systematically solve the research problem. The research
methodology includes the various methods and techniques for conducting a research. D.
Salinger and M. Stephenson in the encyclopedia of social sciences define research as
the manipulation o things, concepts or verify knowledge, whether that knowledge aids in
construction of theory or in the practice of an art
Research is a careul investigation or inquiry especially through search for new facts in
branch of knowledge: market research specifies information. Required to address these
issues: designs the method for collecting information: manage and implements the data
collecting process analyses the results and communicates the finding and their
implecations.

PROBLEM DEFINATION:
Personal Banker were with good background human being and through rigorous process
of recruitment but still not able to perform up to the expectation level of company, HR is
not able to sort out the problem why the performance is not coming even after giving the

xxxv

full marketing and operational support. So there is need to study the customers perception
and attitude towards the various products and services provided by the bank.

RESEARCH DESIGN:
Research design constitutes the blue print for the collection, measurement and analysis of
data. The present study seeks to identify the perception of consumers on KCC Bank in
Kangra. The research design is exploratory in nature. The research has been conducted on
users within Kangra. For the selection of the sample, convenient sampling method was
adopted and an attempt has been made to include all the age groups and gender within
different occupation.
TYPE OF RESEARCH
The present study will adopt the descriptive approach wherein, there is a need to gather
large amount of information before making a conclusion.

DATA COLLECTION
We know that generally there is two types of data
1)PRIMARY DATA
2)SECONDRY DATA
The data for this research project has been collected through self Administration. Due to
time limitation and other constraints direct personal interview method is used. A
xxxvi

structured questionnaire was framed as it is less time consuming, generates specific and
to the point information, easier to tabulate and interpret. Moreover respondents prefer to
give direct answers.
COLLECTION OF DATA:
1: SECONDARY DATA: It was collected from internal sources. The secondary data was
collected on the basis of organizational file, official records, news papers, magazines,
management books, preserved information in the companys database and website of the
company.
2: PRIMARY DATA: All the people from different profession were personally visited
and interviewed. They were the main source of Primary data. The method of collection of
primary data was direct personal interview through a structured questionnaire.
SAMPLING PLAN: Since it is not possible to study whole universe, it becomes
necessary to take sample from the universe to know about its characteristics.
Sampling Units: Different professionals. Chartered Accountants, Tax Consultants,
Lawyers, Business Man, Professionals and Students of Kangra.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.

SAMPLE SIZE: My sample size for this project was 20 respondents. Since it was not
possible to cover the whole universe in the available time period, it was necessary for me
to take a sample size of 20 respondents.
DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of
data will be based on Survey Method and Field Activity. Primary \data collection will
base on personal interview. I have prepared the questionnaire according to the necessity
of the data to be collected.
xxxvii

xxxviii

DATA ANALYSIS
AND
INTERPRETATION
DATA ANALYSIS AND INTERPRETATION
After filling questionnaire from the customers we find the response of the
customer toward KCC Bank Ltd. after filling 20 Questionnaires we got
following conclusion.

1.How many customer prefer the KCC Bank?


Table 6.1
Response

No. of respondent

Yes
No
Total

43
7
50

xxxix

Percentage of
respondent(%)
86
14
100

fig 1.1
ANALYSIS AND INTERPRETATION
After filling the questionnaires from the 50 customers 86% of them said
yes they prefer the KCC Bank and 14 percent say they are not prefer the
KCC Bank. The given data shows that the maximum of the customers like
the services of the bank.
2.How many person are regular customer of The KCC Bank?
Table 6.2
Response

No. of respondents

Yes
No
Total

38
12
50

xl

Percentage of
respondent
76
24
100

Fig 1.2
ANALYSIS AND INTERPRETATION
My next question was how many persons are customer of the KCC Bank
than 76% say yes they are regular customer of the KCC Bank and 24% say
they are not the regular customer. After this analysis it comes to existence
that the amount of regular customers of KCC bank are high.
3.Why you prefer the KCC Bank Ltd.?
Table 6.3
Response

Respondents

Saving account

24
xli

Percentage of
respondents
48%

Fixed deposit
Loan
All above

11
9
6

22%
18%
12%

fig 1.3
ANALYSIS AND INTERPRETATION
This question is about the type of services due to which the customers prefer
the KCC bank Ltd. 48% of respondents said that they likes the saving
account schemes of the bank, 22% said that they prefer fixed deposit policy
while 18% likes loan schemes and 12% said that they like all the services
provided by the bank.

xlii

4.How many account do you have in The KCC Bank Ltd.?


Table 6.4
Response

No. of respondent

One
Two
Three
Four

21
16
8
5

Fig 1.4

xliii

Percentage of
respondents
42%
32%
16%
10%

ANALYSIS AND INTERPRETATION


The next question I ask to the respondents that the number of accounts they
have in this bank , 42% of them said that they have only one account ,32%
said that they have two accounts ,16% of them having 3 accounts and only
10% said that they have four accounts.

5.How many customer want change in the bank?


Table 6.5
Response

No. of respondents

Yes
No
Total

35
15
50

xliv

Percentage of
respondents
70%
30%
100%

Fig 1.5
ANALYSIS AND INTERPRETATION
My next question to the respondents is that how many customer wants
changes in the bank , 70% of them realizes that the changes must be done in
the bank, while 30% of them are not favouring changes in the bank.

xlv

6. Are you satisfied with the services given by The KCC Bank Ltd.?
Table 6.6
Respondent

No. of respondents

Yes
No
Total

30
20
50

Fig 1.6

ANALYSIS AND INTERPRETATION


xlvi

Percentage of
respondents
60%
40%
100%

The next question that I ask from the respondents is about their satisfaction
with the services provided by the KCC bank, in which 60% describes that
they are satisfied from the services provided by the bank and 40% are not
fully satisfied .

7. How many customer want the ATM service of The KCC Bank?
Table 6.7
RESPONSE

No. of respondents

YES
NO
Total

47
3
50

xlvii

Percentage of
respondents
94%
6%
100%

Fig 1.7
ANALYSIS AND INTERPRETATION
The next question is based on the requirement of the ATM of KCC BANK
for the customer. 94% of the respondents wants the ATM services of the
bank. This shows that majority of the customer wants to use ATM services
of the KCC Bank.

xlviii

8. How many customer wants computerized banking?


Table 6.8
Response

No. of respondents

Yes
No
Total

38
12
50

Percentage of
respondent
76%
24%
100%

fig 1.8
ANALYSIS AND INTERPRETATION
My next question is how many of the customer will prefer the
computerized banking , 76% of customers will give their likeness for the
computerized banking while 24% are against to the computerized banking.

xlix

From the study the majority of the customers are in preference for the
computerized banking.
9.Occupation of the customer who fill the questionnaire?
Table 6.9
Customer occupation
No. of Customer
Percentage of customer
Govt. employee
10
20%
Professional
8
16%
Own business
20
40%
Other
12
24%
Total
50
100%

fig 1.9
ANALYSIS AND INTERPRETATION
In the study 20% of respondents are govt employee, 16% are the
proffessionals, 40% are having their own business .

li

FINDINGS
AND
RECOMMENDATIONS

FINDINGS AND RECOMMENDATIONS

lii

The project was a great experience for me in order to study the


financial aspects in the world. it was a great opportunity for me to do
the project work in the middle of the course because till we learned
the theory regarding the finance related concepts, but now we got the
practical experience in the banking and finance field. Through this
study I learned a lot how to approach a customer or any other people
and how to explain our views.
Major findings of the study are given below.

All the respondents having an account in KCC bank.

The percentage of the saving accounts in the bank was more than fixed deposit
accounts.

Most of the customers likes the loan schemes of the bank.

The majority of the customers are satisfied with the services provided by the
bank.

40% of the customers of the KCC Bank are having their own business.

The percentage of the customer giving their preference for computerized banking
is high.

70% of the customers are the regular customer of the KCC Bank Ltd.

It is found from the study that the profit of the bank is 8.35 crores during last five
years

From the research it is concluded that the popularity of the KCC Bank Ltd is
increasing.

liii

LIMITATIONS OF THE STUDY

LIMITATON OF STUDY
No method is 100 % perfect, every method has its own advantages and
limitation. the limitation felt by me may be as following-;
1. Lack of coordination.
liv

2. Limitation in the availability of necessary secondary data.


3. data will be collected in accordance with one particular city
4. time and expenses will be major constraints.
5. unavailability of some information due to lack of awareness of customer.
6. The accuracy of the results was also limited to reliability of methods of
investigation, measurements and analysis of data.
7. The sample size in relation to total population was small and hence cannot
be the basis of generalization.
8. There was possibility of questions being misunderstood by a few
respondents due to variation in academic studies of the respondent.

lv

SUGGESTIONS

SUGGESTIONS

lvi

Bank should refocus on its interest rate as responded


by people. Periodic review of the interest rate should be
done.
Training of the employees should be there to meet the
needs of the time.
Proper posting of the staff should be done.
Customers satisfaction must be the top priority of the bank.
Maximum practical exposure should be provided to the job trainees so
that they may handle the various enquiries of customer effectively.
Communication gap within the bank and with the head-office should
be reduced.
Infrastructure facilities should be provided to the branch of
Cooperative Bank, as it is catering to the 5-6 nearby villages.
Banks is also advised to have proper internal control measures for
monitoring its functions and transactions.
The bank should adopt the modern methods of banking like internet
Banking, credit cards, ATM, etc
The bank should plan to introduce new schemes for attracting new
Customers and satisfying the present ones.

lvii

CONCLUSION

CONCLUSION

The project was undertaken to analyze the GENERAL STUDY OF KCC BANK. The
study concludes that KCC Bank, which was established for mainly for the service of rural
sector, was almost on the line to its goal. Earlier it was lacking at various elements,
particularly at the branch levels, which reveals the edge of other public and private sector
lviii

banks over the KCC bank, the lines at which the bank was lacking behind. Indiscipline
and lack of commitment in these banks make peoples trust in the KCC sector a casualty.
But now this bank had developed so much in public sector and makes a good position.
Now KCC banks were quite forward looking and have developed sufficient core
competencies to challenge state and private sector banks. But there was shortage of staff
in some of the KCC banks. Earlier the banking system was manual which was affecting
the business and customer services but now the computerized system was started which
makes the work of the organization easier and it should also be time consuming. People
were still unaware of the services provided by the KCC Banks due to lack
of advertisement.
Now, it was very much clear that KCC banks have very much importance in national
development. Without the help of KCC banks, millions of people in India would be
lacking the much needed financial support. KCC banks take active part in local
communities and local development with a stronger commitment and social
responsibilities. These banks were best vehicles for taking banking to doorsteps of
common men, unbanked people in urban and rural areas. Their presence in the social,
economic and democratic structure of the country was essential to bring about
harmonious development and that perhaps was the best justify action for nurturing them
and strengthening their base. These banks were sure to win in the race because they
were from the people, by the people and of the people.

lix

REFERENCE

REFERENCE
compensation

of

Co-operative

Banking.

Retrieved

en.wikipedia.org/wiki/Cooperative banking (Last accessed on July 30, 2012)


Anonymous, http://business.mapsofindia.com/banks-in-india/loans.html
lx

from

History of Co-operative Banks. Retrieved from http://www.scribd.com/54946492/15/CoOperative-Banks (Last accessed on July 27, 2012)
Interview with Ms. Kusum Lata, Operations Head on July 17, 2012
Interview with S. Kulvinder Singh, Accountant on July 18, 2012
Interview with Mr. Rishi Gopal, Branch Manager on July 20, 2012
Nitin Bhasin, Banking Development in India 1947-2007 Growth, Reforms and Outlook.
Amit Bhasak, Cooperative Banks in India- Functioning and Reforms.
Loans, http://business.mapsofindia.com/banks-in-india/loans.html
Kothari, C.R, and Research Methodology: Methods & Techniques, New age
international Publishers
Khusro Committee Report, (M.1988), Linking of Share Capital. Retrieved from
www.banknetindia.com/banking/cintro.htm. (Last accessed on August 4, 2011) Majeed,
(M.1989),Mallapuram DCB. Retrieved from www.banknetindia.com/banking/cintro.htm.
(Last accessed on August 4, 2011
Paul, (M.1989), Operational Efficiency of Ernakulam DCB. Retrieved from
www.banknetindia.com/banking/cintro.htm. (Last accessed on August 4, 2011)
Ramachandran,

(M.1987),

Profit

of

the

Bank.

Retrieved

from

www.banknetindia.com/banking/cintro.htm. (Last accessed on August 4, 2011)


Sharma,

(M.1985),

Short

Term

Agricultural

Credit.

Retrieved

from

www.banknetindia.com/banking/cintro.htm. (Last accessed on August 4, 2011)


Shah,

(M.1986),

Multi-Agency

Banking

Concept.

Retrieved

from

www.banknetindia.com/banking/cintro.htm. (Last accessed on August 4, 2011)


Shaheena

(M.1991),

Inefficient

Management

of

Funds.

Retrieved

www.banknetindia.com/banking/cintro.htm. (Last accessed on August 4, 2011)

lxi

from

ANNEXURE

QUESTIONNAIRE

Personal Details:
a. Name: _________________________
b. Age: (Please tick one)
Below 18 years

18-25 years

26-35 years
lxii

36-45 years

46-55 years
c. Gender:

55 and above
Male

d. Occupation: Farmer

Female
Businessman

Salaried Employee

e. Contact No: ________________


f. City/State: _________________
g.

Qualification: 10th

10+2

Graduate

Post Graduate

Q1. Which Bank services do you like most ?


Ans 1.State Bank of India
3.Kangra central co-operative bank Ltd

2.Punjab National Bank


4.Any other

Q2. Are you regular customer of The KCC Bank Ltd.?


Ans 1.yes [ ]
2.No [ ]
lxiii

Student

If yes than why?


1.Near to home
[]
3.Good Interest policy [ ]

2.Govt. Bank [ ]
4.All of above [ ]

If no then why?
1.ATM services not available
2.branches not available outside H.P.
3.Behaviour of employes are not co-operative
4.All of above

[]
[]
[]
[]

Q3.You prefer the KCC Bank Ltd. For


Ans.1 .saving account
[]
2.fixed deposit
3.loan
[]
4.All of above

[]
[]

Q4.How many account do you have in the KCC Bank Ltd.?


Ans 1.Only one
[]
2.Two or three
[]
3.three or four
[]
3.more than four [ ]
Q5.Does employees of the KCC Bank Ltd. Give you full information about different
types of interest of different account?
Ans. 1.Yes
[]
2.No
[]
Q6.Are you satisfied with the interest given by the KCC Bank Ltd.?
Ans1.yes
[]
2.No
[]
Q7.Are you satisfied with the interest policy of KCC Bank Ltd. regarding loan ?
Ans1.Yes

[]

2.No

[]

Q8.Do you want any changes in the interest policy of KCC Bank Ltd.?
Ans1.Yes

[]

2.No

[]

Q9.Do you want ATM services of KCC Bank Ltd.?


Ans1.Yes

[]

2.No

[]

Q10.After the KCC Bank Ltd. You will prefer witch Bank?
Ans1.State Bank of India [ ] 2.Punjab National Bank
3.ICICI Bank
[ ] 4.Any other

[]
[]

Q11.Are you satisfied with the services provided by the KCC Bank Ltd.?
lxiv

Ans.1.Yes

[]

2.No

[]

Q12.Do you want any change in the bank services of the KCC Bank Ltd.?
Ans1.Yes

[]

2.No

[]

lxv