A PROJECT REPORT ON

A COMPARATIVE STUDY ON SERVICE OF PRIVATE AND

PUBLIC SECTOR BANKS WITH SPECIAL REFERENCE TO
PUNJAB NATIONAL BANK AND ICICI BANK
Submitted in partial fulfillment of the requirement
For the award of the decree of

BACHELOR OF BUSINESS ADMINISTRATION

DEPARTMENT OF BUSINESS ADMINISTRATION
SESSION ( 2017 – 18 )

Under guidance of Submitted by

Neetu Mam Karan Chawla
Avinash Pandey Sir Roll No. 0905980
Batch BBA 2013-18

COLLEGE OF MANAGEMENT STUDIES , UNNAO

AFFLIATED TO C.S.J.M. UNIVERSITY, KANPUR
 ACKNOWLEGEMENT

I would like to express my gratitude to Dr. M. A. Naqvi ( Director General ) , Neetu Mam
and Avinash Pandey Sir for their invaluable guidance and suggestions in this report
making . Their consistent guidance and support has paved way for this project.

Last but not the least I would also like to thank my parents for their valuable support and
almighty GOD for his blessings showered on me during the process of completing this
report.

With regards

( Karan Chawla )
 PREFACE

A professional course in BBA is incomplete unless the theoretical knowledge acquired in

class room is backed up by practical exposure , as theories alone do not give perfection
to any discipline . The gap between theory and practical is bridged by the project
preperation which has been integral part of the syllabus.

This present project report is an image of what I have done during my research project in
Punjab National Bank and the ICICI Bank.

I was assigned the project Comparative study on the services of private and public sector
banks.

I have tried my level best to be as systematic and possible and to avoid biases.

Karan Chawla
 DECLARATION

I, Karan Chawla, student of BBA at College of management studies , Unnao hereby

declare that the project work entitled ‘Comparative Study on Service of Private and
Public Banks’ is compiled and submitted under the guidance of Dr. M. A. Naqvi (
Director General ) , Neetu Mam and Avinash Pandey Sir . This is my original work.

Whatever information furnished in this project report is true to the best of my knowledge.

Karan Chawla
BBA Third Year
Roll no. 0905980
I NDEX
Sr. Contents Page
No. no.
1 CHAPTER – 1 : INTRODUCTION
2 CHAPTER – 2 : COMPANY PROFILE
BANK PROFILE : PNB
BANK PROFILE: ICICI
3 CHAPTER -3 OBJECTIVES & OTHERS
OBJECTIVE OF THE STUDY
RESEARCH METHODOLOGY
DATA ANALYS & INTERPRETATION
4 CHAPTER -4 SUGGESTIONS &
RECOMMENDATIONS
FINDINGS OF THE STUDY
SUGGESTIONS
LIMITATIONS OF THE STUDY
ANNEXURE
BIBLIOGRAPHY
QUESTIONNAIRE
PHOTOGRAPHS
 CHAPTER – 1
INTRODUCTION
 INTRODUCTION

The world of banking has assumed a new dimension at dawn of 21st century with the
advent of tech banking and competetion . Better services are the demand of customers
in general and banks with better customer service will survive.
Indian Banking System
Earliest evidence of banking in India is found from the period of vedic civilization .
During those days loan deeds called rinpatra or rnalekhya were prevalent in vedic
India.The word Kusiden refers to userer. This term is found in Manusmiriti . Various
types of instruments were found in Bhuddhist , Maurayan and Mughal periods. The
Arthshatrya of Kautilya mentions presence of bankers during the Maurya era. There were
instruments in the Maurya era known as adhesha which is equivalent to current bill of
exchange.
Who were the indigenous bankers in India –
Since ancient times businessmen called Shroffs, Seths , Sahukars, Mahajans , Chettis etc
had been carrying on the business of banking.These indigenous bankers included very
small money lenders to shroffs with very large business who carried on business even
greater than business of banks.
The first bank of India is Bank of Hindustan estabilished in 1770 . This bank was
estabilished at Calcutta under European management. It was liquidated in 1830 -1832.
From 1612 onwards , British East India Company had set up various factories or trading
posts in India with the permission of local Mughal Emperors. In this process they had
established three presidencies i.e. Madras in 1640 , Bombay in 1687 and Bengal
presidency in 1690. East India Company head quarters were moved from Surat to
Bombay ( Mumbai ) in 1687. Three Presidency banks were set up under charters from
the British East India Company as under:
  Bank of Calcutta was established in 1806. It was renamed as Bank of Bengal in
1809.
 Bank of Bombay was established on 15th April 1840.
 Bank of Madras was established on 1st July 1843.
These banks worked as quasi central banks in India for many years . Since Calcutta the
most active trading port in India, mainly due to the British Empire, it became banking
centre.
In 1921 the above presidency banks were amalgamated to form Imperial Bank Of India.It
was solely a private entity till 1955.

Which was oldest joint stock bank in India -

A bank having multiple shareholders is called a joint stock bank. Oldest Joint Stock bank
in India was Bank of Upper India . It was established in 1863. But this bank failed in
1913. Indias oldest joint stock bank which is still working is Allahabad Bank. It was
estabilished in 1865.

First bank owned and managed by Indians-

The first bank with limited liability to be managed by Indian Board was Oud Commercial
Bank Faizabad in 1881. This bank failed in 1958.

The first bank purely managed by Indians was Punjab National Bank established in
Lahore in 1895. This bank has not only survived till date but also is the largest bank in
India after SBI.

First Indian bank to open branch outside India –

Bank of India was the first Indian bank to open a branch outside India in London in 1946.
Bank of India was founded in September 1906 and was nationalized in July 1968.
Origin of Reserve Bank Of India –
Prior to establishment of Reserve Bank of India, the functions of central bank were
virtually being done by the Imperial Bank of India. RBI started its operations from April
1935. It was established via the RBI act 1934 , so it is also known as a statutory body .
RBI did not start as a govt. body but was privately held bank. It started with a share capital
of Rs.5 crores, divided into shares of Rs.100/- each. In the beginning the entire capital
was owned by private share holders. Out of this Rs. 220000/- was subscribed by the
central government. After independence the government passed Reserve Bank( Transfer
of public ownership) Act, 1948 and took over the RBI from private share holders after
paying appropriate compensation . Thus, nationalization of RBI too place in 1949 and
from 1st January 1949, RBI started working as a government owned bank.
Original head quarters of RBI were in Kolkatta, but in 1937 it was shifted to Mumbai.

Banking Regulation Act –

Immediately after the independence, the government of India came up with the Banking
Companies Act 1949. This act was later changed to banking regulation ( amendment Act
) Act 1949. Further, the banking regulation act of 1965 gave extensive powers to the RBI
as Indias’ central banking authority.

Banking reforms and Nationalization of banks –

The banking sector reforms started immediately after the independence . These reforms
were basically aimed at improving the confidence level of the publicbecause in those days
most banks were not trusted by the majority of people instead , the deposits with the postal
were considered safe . Banking sector and financial sector reforms are not static events
but continuous processes happening even today and will keep continuing.
Prior to nationalization all banks were private banks. Bank nationalization day came into
existence ever since 14 banks were nationalized by the government on July 19 , 1969.
These banks are as under:
 Central Bank of India
 Bank of Maharashtra
 Dena Bank
 Punjab National Bank
 Syndicate Bank
 Canara Bank
 Indian Bank
 Indian Overseas Bank
 Bank of Baroda
 Union Bank
 Allahabad Bank
 United Bank of India
 UCO Bank
 Bank of India
A second wave of nationalization came into effect in April 1980 and following banks
were nationalized:
 Andhra Bank
 Corporation bank
 New Bank of India
 Oriental Bank of Commerce
 Punjab and Sindh Bank
 Vijaya Bank.

In 1955 SBI was created by an act of parliament to succeed the imperial bank of India.
Currently there are 19 nationalised banks and one SBI in India ( recently subsideries of
SBI were merged in SBI ).

Financial Sector Reforms and its impact on banking industry –

In 1991 , India embarked into an era of Economic Reforms, which led to liberalization,
privatization and globilaziation of Indian Economy . This injected energy into slow
growing economy of our country. With reference to the banking industry , it was in this
year that first Narasimham Committee gave blue print of banking sector reforms. On basis
of the recommendations , the government launched a comprehensive financial sector
liberalization programme which included interest rate liberalization , reduction of
reserved rations, reduced government control on banks and estabilished a market
regulatory frame work. Another outcome of this liberalization was the dismantling of
prohibitions against foreign direct investments. Some more outcomes of reforms that
impacted the banking sector were as under:
 Steps were taken to move to a market determined exchange rate system and
unified exchange rate was achieved in 1990 itself.
 The government released a slew norms pertaining to asset classification , income
recognisation, capital adequacy etc which the banks had to comply.
 Current account convertability was allowed for rupee in accordance with IMF
norms.
 Nationalized banks were allowed to raise funds from capital market to strengthen
their capital base.
 The lending rates of the commercial banks were deregulated , thereby freeing
them to lend more or as they saw fit.
 Banks were allowed to fix their own interest rates on domestic term deposits.
  Customers were encouraged to move away from physical cash as debit cards and
smart cards came into existence.
 The process of computerization in the banks began in the year 1993 in line with
recommendations of the committee.
 FEMA was enacted in 1999 and effectively repudiated the FERA 1973.
 The national stock exchange began its operations in 1994.
 The newly adopted policy of liberalization led the RBI to provide licenses to
condust banking operations to some private banks such as ICICI Bank, HDFC
Bank etc.

The growth of industries and expansion of economic operations also revitalized banking
operations which had to keep up with demand for various banking operations by the
flourishing and even nacent enterprises.

Bankers also responded to the renewed demand from the industrial sector and regular
customers. New technology and customer friendly measures were adopted by the bankers
to attract and retain customers.

The banking Ombudsman was established so that consumers could have a forum to
address their grievances against banks and the services they provided.

There has been a phenomenal shift towards customers focus by the banks and the same
can be sumarised in simple words over different decade as under:

Decade Focus on customer

1950 – 1960 Serving the customer
1960 – 1970 Satisfying the customer
 1970 – 1990 Pleasing the customer
1990 – 2000 Delighting the customer
2000 – 2010 Retaining the customer
2010 and beyond Retaining the customers with specialized
service.

Basic Difference Between Public sector ( Nationalized ) and Private

sector banks -
Here it will be worthwhile to know the difference the public sector banks and the private
sector banks.

Public Sector Banks –

Public sector bank is a bank in which the government holds a major portion of the shares.
Public sector banks are classified into two categories i.e.- Nationalised banks and SBI
and its associates(now merged with SBI). In nationalized banks the government control
and regulates the functioning of bank entity.
In public sector banks more than 50 percent stake is held by the government.
Private Sector Banks-
In these banks most of the equity is owned by private bodies, corporations, institutions or
individuals rather than government. These banks are managed and controlled by private
promoter.
Post liberalization in the 1990s, banks such as ICICI,HDFC, which got the license are the
new age private sector banks. These banks and other private sector banks owing to their
improved service offerrings give a tough competition to the players in the public sectors.
Out of the total banking industry in India, public sector banks constitute 72.9% share
while the rest is covered by private players.
Apart from the above banks RBI has given license to payments bank and small financed
banks. As a result Paytm payments bank limited, Airtel payments bank limited and many
other such banks have commenced their operations in may 2017. This is an attempt to
boost the governments financial inclusion drive.

Deposit intrest rates offered by Public sector banks are almost the same when compared
to private sector banks. However new age banks such as Bandhan Bank are offering
marginally better intrest rates. Private sector banks have made names in providing better
service about their charges are higher as compared to public sector banks.

The customer base of Public sector banks is large when compared with their peers in the
private sector as they have been in the domain for long and have managed to gain
customers confidence.

In Kanpur ( Nagar and Dehat ) following banks are functioning:

Nationalized Banks and SBI –
Allahabad Bank - 32 branches
Andhra Bank – 3 branches
Bank of Baroda – 52 branches
Bank of Maharashtra – 3 branches
Canara Bank – 18 branches
Central Bank of India – 37 branches
Corporation Bank – 6 branches
Dena Bank – 3 branches
Indian Bank – 6 branches
Oriental Bank of Commerce – 11 branches
Punjab and Sindh Bank – 9 branches
Punjab National Bank – 76 branches
SBI – 144 branches
Syndicate Bank – 14 branches
Uco Bank – 14 branches
Union Bank of India – 31 branches
United Bank of India – 7 branches
Vijaya Bank – 5 branches
Private Banks –
Axis Bank – 15 branches
Bandhan bank Ltd – 21 branches
City Union Bank Ltd – 1 branch
Fedral Bank – 1 branch
HDFC Bank – 16 branches
ICICI Bank – 16 branches
IDBI – 7 branches
Indusind Bank – 7 branches
J & K Bank Ltd – 1 branch
Kotak Mahindra Bank Ltd – 5 branches
South Indian Bank – 1 branch
Standard Charted Bank- 1 branch
The Nanital Bank LTD ( Subsidiary of BOB) – 2 branches
Yes Bank – 22 branches

FUNCTIONS OF BANK
Primary Functions -
1 ) Accepting of deposits - A bank accepts deposits form public and people can deposit
their money in either of the following accounts as per their need and convenience:
 a. Fixed or term deposit Account – Money is deposited in this type of account for a
fix period. The depositor gets receipt for the amount deposited. It is called fixed
deposit receipt. The receipt indicates the name of depositer, amount of deposit,
rate of intrest and period of deposit. This receipt is not transferable. If the depositer
stands in need of the amount before the expiry of the fix period, he can withdraw
the same at discount rate.
b. Savings account- This type of deposit suits to those who want to keep their small
savings in a bank and might need to withdraw them occasionally. Banks provide
a certain rate of intrest on the deposit kept in the account. In case minimum
prescribed balance is not kept in the account, certain charges are charged.
c. Current account-This type of account is kept by the business men /persons who
are required to withdraw money and make transactions in the account every now
and then. No intrest is paid by the bank on this account. Certain charges are
charged by the bank in this account.

2 ) Advances /loans- The banks advances money in any or combination of the following
ways:

a. Overdraft facilities- Customers of good trading /goodwill are allowed to overdraw

from their current account but they have to pay intrest on the same. Overdrafts are
allowed to provide temporary accomadation. For certain business needs
permanent overdraft facility is also provided against suitable security.
b. Money at call- It is money lent for a very small period from one to fourteen days.
Such advances are usually made to other banks or financial institutions only.
Money at call insures liquidity.
c. Loans- Loans are granted by the banks on securities which can be easily desposed
off in the market. When the bank is fully satisfied about soundness of the party
 loan is advanced.Loans are of term loan or demand loan based on the period of
loan.
d. Cash credit-The customer is allowed to withdraw a certain amount on given
security. The customer withdraws the amount within his limit set on the basis of
security. Money can also be deposited in this account as and when required.Intrest
is automatically charged on the amount actually taken from the bank.
e. Counting of bills of exchange- It is another method of making advance to the
public by the banks. Under this method the banks gives advance to their clients
on basis of their bills of exchange before the maturity of bills.
f. Investment in government securities- Banks have to purchase government
securities and by doing so the banks are making loan to government. Banks prefer
to buy government securities as these are considered to be safest investment. It
enables the bank to meet their requirement of statutory liquidity ratio(SLR).
g. Letter of credit and letter of undertaking- In these cases the borrower is given
facility for foreign credit. However due to recent scan in Bready house branch of
Punjab National Bank, the letter of undertaking (LOU) has been stoped by the
Reserve Bank Of India.
3 ) Credit creation- One of the main functions of the bank these days is to create credit by
giving more loans then their reserves. Banks are able to create credit because the demand
deposits that is the claim against the bank is accepted by the public in settlement of theit
debts. In this process the bank creates money. For this reason bank is also called the
manufacturer of money.

Secondary Functions –
Besides the above functions bank also performs many secondary functions as under:
A )Agency functions- Banks act as agent to their customers in different ways as under:
 a. Collection and payment of credit and other instruments- The commercial banks
collect and pay cheques ,bill of exchange,hundies etc. on behalf of theit
customers. Banks also make payments of income tax, fees and insurance
premiumetc. On behalf of their customers who can leave standing instructions
with the banker for various periodic payments ensuring the regular payments and
avoiding trouble of performing it themselves.
b. Purchase on sale of securities- These days the banks also undertake to purchase
ansd sell various securities like shares, stocks,bonds and debenturesetc. On behalf
of the customers. Bank do not give any advice regarding suitability or otherwise
of the security.
c. Trusty and executer- Banks also acts as trustes and executer of the properity of
their customers on their advice.
d. Remittance of funds- The commercial banks also remit fundas on behalf of
customers on one place to another through drafts,NEFT,RTGS,Intersol transfers
etc.
e. Representation and correspondence- Sometimes banks act as a representatives or
correspondents of the client especially in handling various applications. For
instance passports and travel tickets, booking of plots and vehicles etc.
f. Bullion trading-Some commercial banks have been allowed to import gold and
sell gold coins.
g. Purchasing and sale of foreign exchange- Banks buy and sell foreign currency for
promoting international trade. This function is mainly discharged by foreign
exchange branches.
B )General utility services- Banks render many more utility services to the public, these
are as under:
Locker facilities – Banks provide locker facilities to their customers. People can keep
valuables or important documents in these lockers. Their annual rent is very nominal.
Bank is not responsible about items kept in locker.
 a. Acting as a refree-If desired by the customers the bank can be refree i.e.who could
be referred by the third parties for seeking information regarding the financial
position of the customer. The bank will act as refree only if it is desired by the
customers.
b. Issuing letter of credit- bankers in a way by issuing letter of credit certify the credit
worthness of the customer. This is very common in foreign trade.
c. Acting as underwriters-Banks also underwrite the securities issued by the
government for a commission. The name of bank as an underwriter encourages
the investors to have faith in security.
d. Issuing of travelers cheques,credit cards and debit cards-These functions of a bank
are very common and mostly used by the customers . On account of the same
customers need not carry or handle cash all the time.
e. Merchant banking services-Commercial banks also renders merchant banking
services to the customers. This helps in availing loans from non financial
institutions.

SERVICE QUALITY
Marketing intrest in service quality is obvious, when one things about it the poor quality
places a firm / bank is at a competitive disadvantage and is potentially driving away
dissatisfied customers. Recent years have witnessed a veritable explosure of discontent
in a service quality at time when the quantities of any manufactures / service providers
have been improving. The word quality means different things to people. According to
the context David Garvin identifies five perspectives on quality.

The transcendente view of quality is synonymous with innate excellence – a mark of

uncompromising standerds and high achievement. This view point is often applied to the
performing and visual arts. It argues that people learned to recognize quality only through
the experience gained from repeated exposure . From the practical stand point, however
suggesting that managers and customers will know quality when they see it not very
helpful.

The product based approach sees quality as a precise and measurable variable.
Differences in qualities, it argues, reflect differences in the amount of an ingredient or
attribute processed by the product. Because this view is totally objective , it fails to
account for differences in the tastes , artists / needs and preferences of indivisual
customers.

User based definition starts with the premise that quality lies in the eyes of the holder.
These definitions equate quality with maximum satisfaction. This subjective demand
oriented perspective recognizes that different customers have different wants and needs.

The manufacturing base d approach is supply based and is concerned with the engineering
and manufacturing practices. It focuses on conformance to internally develop
specifications which are often driven by productivity and cost containment goals.

Value based definitions define quality in terms of value and price , quality comes to be
defined as affordable excellence.

Measuring the quality of the service –

The traditional orientation orientation of measuring the quality is quantifiable terms of it
collection and used no longer offers attainable goals or does it adequately address the
campus communities demand for information. New ways to conceive of and measure
quality in service industry is needed and alternate approaches emerge in the business
sector were organizations are increasingly evaluated in terms of their service quality.
The primary focus of a service industry in service and service quality is the most studied
topic in marketing research during the past decade. A repeated theme in the marketing
literature is that service quality as perceived by consumers, is a function of what
customers expect and how well the firm performs in providing the service.

What is Consumer Satisfaction

Despite extensive research in the years since Cardozo’s (1965) classic article, researchers
have yet to develop a consensual definition of consumer satisfaction. Oliver (1997)
addresses this definitional issue by paraphrasing the emotion literature, noting that
"everyone knows what [satisfaction] is until asked to give a definition. Then it seems,
nobody knows" (p. 13). Based on the perception that satisfaction has been defined, most
research focuses on testing models of consumer satisfaction (e.g., Mano and Oliver 1993;
Oliver 1993; Oliver and DeSarbo 1988; Spreng, MacKenzie, and Olshavsky 1996; Tse
and Wilton 1988) while definitional considerations have received little attention. As a
result, the literature is replete with different conceptual and operational definitions of
consumer satisfaction (see Table 1). As Peterson and Wilson (1992) suggest, "Studies of
customer satisfaction are perhaps best characterized by their lack of definitional and
methodological standardization" (p. 62).

A basic definitional inconsistency is evident by the debate of whether satisfaction is a

process or an outcome (Yi 1990). More precisely, consumer satisfaction definitions have
either emphasized an evaluation process (e.g., Fornell 1992; Hunt 1977; Oliver 1981) or
a response to an evaluation process (e.g., Halstead, Hartman, and Schmidt 1994; Howard
and Sheth 1969; Oliver 1997, 1981; Tse and Wilton 1988; Westbrook and Reilly 1983).
From a general definition perspective, process definitions are problematic in that there is
little consistency in the satisfaction process. From an operational perspective, process
definitions are plagued by antecedent constructs included in the conceptual definition;
thus, there is an overlap between the domains of the determinative process constructs and
the consumer satisfaction construct.

Most definitions have favored the notion of consumer satisfaction as a response to an

evaluation process. Specifically, there is an overriding theme of consumer satisfaction as
a summary concept (i.e., a fulfillment response (Oliver 1997); affective response
(Halstead, Hartman, and Schmidt 1994); overall evaluation (Fornell 1992); psychological
state (Howard and Sheth 1969); global evaluative judgment (Westbrook 1987); summary
attribute phenomenon (Oliver 1992); or evaluative response (Day 1984)). However, there
is disagreement concerning the nature of this summary concept. Researchers portray
consumer satisfaction as either a cognitive response (e.g., Bolton and Drew 1991; Howard
and Sheth 1969; Tse and Wilton 1988) or an affective response (e.g., Cadotte, Woodruff,
and Jenkins 1987; Halstead, Hartman, and Schmidt 1994; Westbrook and Reilly 1983).
Furthermore, operational definitions may include a behavioral dimension of satisfaction
(e.g., "I would recommend the school to students interested in a business career."
(Halstead, Hartman, and Schmidt 1994)), although conceptual definitions are void of a
behavioral orientation.

A final discrepancy occurs in the terms used as a designation for this concept. Researchers
have used discrepant terms to mean satisfaction as determined by the final user: consumer
satisfaction (e.g., Cronin and Taylor 1992; Oliver 1993; Spreng, MacKenzie, and
Olshavsky 1996; Tse and Wilton 1988; Westbrook 1980), customer satisfaction (e.g.,
Churchill and Surprenant 1982; Fornell 1992; Halstead, Hartman, and Schmidt 1994;
Smith, Bolton, and Wagner 1999), or simply, satisfaction (e.g., Kourilsky and Murray
1981; Mittal, Kumar, and Tsiros 1999; Oliver 1992; Oliver and Swan 1989). These terms
are used somewhat interchangeably, with limited, if any, justification for the use of any
particular term.
The lack of a consensus definition for satisfaction creates three serious problems for
consumer satisfaction research: selecting an appropriate definition for a given study;
operationalizing the definition; and interpreting and comparing empirical results. These
three problems affect the basic structure and outcomes of marketing research and theory
testing.

When discussing and testing theory it is critical to explicate the conceptual domain. Part
of this process is defining the constructs of interest and explaining why this
conceptualization is appropriate. For constructs having a consensus definition, this issue
does not need to be addressed in each and every study. However, if multiple definitions
for a construct exist, then researchers must explicitly define and justify the definition
selected. Unfortunately, most satisfaction researchers do not justify their choice of
definition. In some cases, satisfaction is not defined at all. Even if a researcher attempts
to define satisfaction, there are no clear guidelines for selecting an appropriate definition
for a given context. As a result, the selection of a definition for satisfaction becomes
idiosyncratic.

A second problem is the development of valid measures of satisfaction. Defining a

construct’s theoretical meaning and conceptual domain are necessary steps to developing
appropriate measures and obtaining valid results (Bollen 1989; Churchill 1979; Gerbing
and Anderson 1988). If the choice of a consumer satisfaction definition, or lack thereof,
is not justified, it is unclear whether the measures used are appropriate or valid. As Marsh
and Yeung (1999) point out, "the meaning attributed to the items and the underlying
nature of the measured . . . construct are changed by the context within which they
appear" (bold added). This problem becomes more serious as the measure becomes more
global in nature. Thus, the "chameleon effect" described by Marsh and Yeung (1999) is
rampant in satisfaction research. Generally worded, global measures provide no guidance
to respondents or other researchers for interpreting the exact meaning of satisfaction. In
this situation, respondents will interpret the meaning of "satisfaction" based on the other
cues including instructions, other measured constructs, and products being assessed.

Similarly, the meaning of the "delighted-terrible" question posed above would change
depending on other items and contextual information in the study. Without a consensus
definition of satisfaction that can be used to develop contextspecific measures, the
combination of explicit and implicit (chameleon effect) inconsistencies prevents
meaningful conclusions about consumer satisfaction.

Perhaps the most serious problem caused by the lack of a consensus definition is the
inability to interpret and compare empirical results. Peterson and Wilson (1992) note that
differences in results depend on how satisfaction was operationalized. For example, how
do expectations influence satisfaction? It is impossible to compare results across studies
since differences in the definition and operationalization of satisfaction will influence the
role of expectations in the model. Furthermore, expectations may be irrelevant for the
particular context in which satisfaction is being determined. A specific concern to
managers is that uninterpretable results are essentially results that can not provide
information to make decisions. Thus, a lack of definitional and measurement
standardization limits the degree to which generalizations can be developed; a lack of
definitional standardization limits the degree to which results can be explained, justified,
and compared.

Without definitional explication, true satisfaction can be elusive. A brief example may
illustrate the relevance of a standardized definition of consumer satisfaction. Two
automobile purchasers respond to the same seven-point satisfied/dissatisfied scale.
Consumer A marks a '5' and Consumer B marks a '7.' Most likely, the interpretation is
that Consumer B is more satisfied than Consumer A. Given only this much information,
however, it is virtually impossible to interpret what these consumers mean from the
number that they have marked. How they define satisfaction is integral to interpreting
their response.

Despite of the above an sincere attempt is made to compare customer satisfaction based
on the satisfaction level of the respondent/customer of a bank.

Customers service in banking industry-

Customer service has great significance in the banking industry. The banking system in
India today has perhaps the largest outreach of delivery of financial services and is also
serving as an important condute for delivery of financial services. While the coverage has
been expanding day by day, the quality and content of dispensation of customer service
has come under tremendious pressure mainly owing to the failure to handle the soring
demand and expectation of the customers.

The wast network of branches spread over the entire country with millions of customers,
a complex variety of products and services offered , the varied institutional framework-
all these add to the enormity and complexcity of banking operations in india giving rise
to the complaints of defincies in services. This is evidenced by series of studies conducted
by various committees such as Talvar committee , Goiporia committee ,Tarapore
committee , Jilani committee etc to bring in improvement in performance and procedure
involved in the dispensation of hassel free customer service.

Reserve bank of india as a regulator of the banking sector has been actively enguaged
from the very beginning in the review, examination and evaluation of customer service
in banks. It has constently brought into sharp focus the inediquency in banking service
available to the common person and the need to benchmark the current level of service,
review the progress periodically, enhance the timeliness and quality , rationalize the
processes taking into account technological developments and suggest appropriate
incentives to facilitate change on an ongoing basis through instructions/ guidelines.
Depositers’ intrest forms the focal point of the regulatory framework of banking in india.
There is a wide spread feeling that customer do not get satisfactory service even after
demanding it and there has been a total dissatisfaction of the depositer. There is therefore
a need to reverse the strength and start a process of empowering the depositer.

Broadly a customer can be defined as a user or a potential user of bank services. So a

customer may include the following:
 A person or entity that maintains an account and or has business relationship
with the bank.
 One of whose behalf the account is maintained.
 Beneficiaries of transactions conducted by professional intermediaries such as
stock brokers, CA, Solicitors etc, as permitted under the law.
 Any person or entity connected with a financial branch transaction which can
pose significant reputational or other risks to the bank ,say via transfer or issue
of a high value demand draft as a single transaction. These days even ATM
transaction of card holder of another bank.
Almost all banks have constituted a customer service committee of the board and include
experts and representatives of customers as invitees to enable the bank to formulate
policies and assess the compliance there of with a view to bring about ongoing
improvement in the quality of customer service of their respective banks.

The IBA has issued the customers rights policy which is also a very important parameter
which is to ne kept inview for customer service policy and the same is as under:
 Model Customer Rights Policy

Customer protection is an integral aspect of financial inclusion. The

following comprehensive Customer Rights Policy based on domestic experience
and global best practices is brought out to enhance such protection.

The Customer Rights Policy enshrines basic rights of the customers of the banks
regulated by the Reserve Bank of India. It spells out the rights of the customer and
also the responsibilities of the bank. The Policy applies to all products and services
offered by the bank or its agents, whether provided across the counter, over phone,
by post, through interactive electronic devices, on internet or by any other method.

1.Right to fair treatment

Both the customer and the financial services provider have a right to be
treated with courtesy. The customer should not be unfairly discriminated
against on grounds suchas gender, age, religion, caste and physical ability when
offering and delivering financial products.

In pursuance of the above Right, bank will -

i) Promote good and fair banking practices by setting minimum standards in all
dealings with the customers;
ii) Promote a fair and equitable relationship between the bank and the customer; iii)
Train bank staff attending to the customers, adequately and appropriately; iv)
Ensure that staff members attend to customers and their business promptly and
courteously;
v) Treat all customers fairly and not discriminate against any customer on grounds
such as gender, age, religion, caste, literacy, economic status physical ability, etc..
Bank may, however, have special schemes or products which are specifically
designed for members of a target market group or may use defensible,
commercially acceptable economic rationale for customer differentiation. Bank
may also have schemes or products as part of an affirmative action such as for
women or backward classes. Such schemes / products will not tantamount to
unfair discrimination. The rationale for such special schemes or terms will be
explained by bank wherever required;
vi) Ensure that the above principle is applied while offering all products and services;
vii) Ensure that the products and services offered are in accordance with relevant
laws and regulations;

While it shall be the endeavour of the bank to provide their customers with
hassle free and fair treatment, bank would expect their customers to behave
courteously and honestly in their dealings with the bank.

It shall also be the bank’s endeavour to encourage their customers to approach

the bank’s internal grievance redressal machinery and approach alternate fora after
exhausting all their remedies under bank’s internal grievance mechanism.

2. Right to Transparency, Fair and Honest Dealing

The financial services provider should make every effort to ensure that the
contracts or agreements it frames are transparent, easily understood by and
well communicated to, the common person. The product’s price, the associated
risks, the terms and conditions that govern use over the product’s life cycle and
the responsibilities of the customer and financial service provider, should be
clearly disclosed. The customer should not be subject to unfair business or
marketing practices, coercive contractual terms or misleading representations.
Over the course of their relationship, the financial services provider cannot
threaten the customer with physical harm, exert undue influence, or engage in
blatant harassment.

In pursuance of the above Right, the bank will -

i) Ensure complete transparency so that the customer can have a better

understanding of what he or she can reasonably / fairly expect from the
bank;
ii) Ensure that the bank’s dealings with the customer rest on ethical principles
of equity, integrity and transparency;

iii) Provide customers with clear information about its products and services,
terms and conditions, and the interest rates / service charges in simple and
easily understandable language, and with sufficient information so that the
customer could be reasonably expected to make an appropriate and
informed choice of product;

iv) Ensure that all terms and conditions are fair and set out the respective
rights, liabilities and obligations clearly and as far as possible in plain and
simple language;

v) Make known the key risks associated with the product as well as any
features that may especially disadvantage the customer to him/her. Most
 Important Terms and Conditions (MITC) associated with the product or
service will be clearly brought to the notice of the customer while offering
the product. In general, it will be ensured that such terms will not inhibit
a customer’s future choice.

vi) Provide information on interest rates, fees and charges either on the Notice
Board in the branches or website or through help-lines or help-desk and
where appropriate the customer will be informed directly;

vii) Display the tariff Schedule on their website and a copy of it will be made
available at every branch for customer’s perusal. Also will display in its
branches a notice about the availability of the Tariff Schedule at the branch;

viii) Give details, in their Tariff Schedule, of all charges, if any, applicable to
the products and services chosen by customer;

ix) Inform the customer of any change in the terms and conditions through a
letter or Statement of Account, SMS or email as agreed by the customer at
least one month prior to the revised terms and conditions becoming
effective;

x) Ensure that such changes are made only with prospective effect after giving
notice of one month. If the bank has made any change without giving such
notice which is favorable to the customer, it will notify the change within
30 days of such change. If the change is adverse to the customer, prior
notice of minimum 30 days will be provided and the customer may be
 provided options, to close the account or switch to any other eligible
account without having to pay the revised charge or interest within 60 days
of such notice;

xi) Provide information about the penalties leviable in case of non-observance

/ breach of any of the terms and conditions governing the product / services
chosen by the customer;

xii) Display on public domain the Banks’ Policies on Deposits, Cheque

Collection, Grievance Redressal, Compensation and Collection of Dues
and Security Repossession;

xiii) Make every effort to ensure that staff dealing in a particular product is
properly trained to provide relevant information to customers fully,
correctly and honestly;

xiv) Ensure to communicate to the applicant within a reasonable time period as

decided by the bank about the acceptance / non-acceptance of applications
submitted for availing a product / service and convey in writing the reasons
for not accepting / declining the application. Such period will be notified
in the bank’s website and also in the application of the particular product
or service

xv) Communicate unambiguously the information about –

a. discontinuation of particular products,

 b. relocation of their offices

c. changes in working hours

d. change in telephone numbers

e. closure of any office or branch

- with advance notice of at least 30 days. Also affirms that

disclosure of information is an on-going process through
the lifecycle of the product / relationship and will be
diligently followed by them. Ensure to use all possible
channels of communication, including web-site, to ensure
that information on all changes are made known to the
customer upfront;

xvi) Advise the customer at the time of selling the product of the rights and
obligations embedded in law and/or banking regulation including the need to
report any critical incidents that the customer suspect, discover or encounter;

xvii) The bank’s staff members shall, when approached by the customer for availing
a product or service, provide all relevant information related to the product /
service and also provide direction to informational resources on similar
products available in the market with a view to enable the customer to make
an informed decision;

xviii) Not terminate a customer relationship without giving reasonable or contractual

prior notice to the customer;
xix) Assist the customer in all available ways for managing his/her account,
financial relationship by providing regular inputs in the bank’s realms such as
account statements/passbooks, alerts, timely information about the product’s
performance, term deposits maturity etc.;

xx) Ensure that all marketing and promotional material is clear and not misleading;

xxi) Not threaten the customer with physical harm, exert influence or engage in
behavior that would reasonably be construed as unwarranted harassment.
Ensure adherence only to the normal appropriate business practices.

xxii) Ensure that the fees and charges on products/services and its structure are not
unreasonable to the customer

3. Right to suitability
The products offered should be appropriate to the needs of the customer and
based on an assessment of the customer’s financial circumstances and
understanding.

In pursuance of the above Right, the bank will -

i) Ensure that it has a Board approved policy for assessing suitability of products for
customers prior to sale;

ii) Endeavour to make sure that the product or service sold or offered is appropriate
to the customer’s needs and not inappropriate to the customer’s financial standing
 and understanding based on the assessment made by it. Such assessment will be
appropriately documented in the it’s records

iii) Sell third party products only if it is authorized to do so, after putting in place a

Board approved policy for marketing and distributing third party financial
products;

iv) Not compel a customer to subscribe to any third party products as a quid-pro-quo
for any service availed from the bank;

v) Ensure that the products being sold or service being offered, including third party
products, are in accordance with extant rules and regulations;

vi) Inform the customer about his responsibility to promptly and honestly provide all
relevant and reasonable information that is sought by bank to enable them to
determine the suitability of the product to the customer.

4. Right to privacy
Customers’ personal information should be kept confidential unless they
have offered specific consent to the financial services provider or such
information is required to be provided under the law or it is provided for a
mandated business purpose (for example, to credit information companies).
The customer should be informed upfront about likely mandated business
purposes. Customers have the right to protection from all kinds of
communications, electronic or otherwise, which infringe upon their privacy.

In pursuance of the above Right, bank will -

i) Treat customer's personal information as private and confidential (even when the
customer is no longer banking with us), and, as a general rule, not disclose such
information to any other individual/institutions including it’s subsidiaries /
associates, tie-up institutions etc. for any purpose unless :
a. The customer has authorized such disclosure explicitly in writing

b. Disclosure is compelled by law / regulation;

c. Bank has a duty to the public to disclose i.e. in public interest

d. Bank has to protect its interests through disclosure

e. It is for a regulatorily mandated business purpose such as disclosure of

default to credit information companies or debt collection agencies
ii) Ensure such likely mandated disclosures be communicated
immediately to the customer in writing

iii) Shall not use or share customer’s personal information for marketing purpose,
unless the customer has specifically authorized it;

iv) Shall adhere to Telecom Commercial Communications Customer Preference

Regulations, 2010 (National Customer Preference Registry) issued by Telecom
Regulatory Authority of India, while communicating with customers.

5. Right to grievance redress and compensation

The customer has a right to hold the financial services provider accountable
for the products offered and to have a clear and easy way to have any valid
grievances redressed. The provider should also facilitate redress of grievances
stemming from its sale of third party products. The financial services provider
must communicate its policy for compensating mistakes, lapses in conduct, as
well as non-performance or delays in performance, whether caused by the
provider or otherwise. The policy must lay out the rights and duties of the
customer when such events occur.
In pursuance of the above Right, bank will –

i) deal sympathetically and expeditiously with all things that go wrong; ii) correct
mistakes promptly; iii) cancel any charge that has been applied wrongly and by
mistake; iv) compensate the customer for any direct financial loss that might have
been incurred by the customer due to its lapses.
The bank will also –

i) Place in public domain its Customer Grievance Redressal Policy, including the
grievance redressal procedure available for the customer;
ii) Place in public domain the compensation policy for delays / lapses in conducting
/ settling customer transactions within the stipulated time and in accordance with
the agreed terms of contract;
iii) Ensure to have a robust and responsive grievance redressal procedure and clearly
indicate the grievance resolution authority who shall be approached by the
customer;
iv) Make grievance redressal mechanism easily accessible to customers;

v) Advise the customer about how to make a complaint, to whom such a complaint
is to be made, when to expect a reply and what to do if the customer is not satisfied
with the outcome;
vi) Display name, address and contact details of the Grievance Redressal Authority /
Nodal Officer. The time limit for resolution of complaints will be clearly
displayed / accessible at all service delivery locations;
vii) Inform the complainant of the option to escalate his complaint to the Banking
 Ombudsman if the complaint is not redressed within the pre-set time; viii) Place
in public domain information about Banking Ombudsman Scheme; ix) Display at
customer contact points the name and contact details of the Banking
Ombudsman under whose jurisdiction the bank’s branch falls.

Further, the bank will -

i) Acknowledge all formal complaints (including complaints lodged through

electronic means) within three working days and work to resolve it within a
reasonable period, not exceeding 30 days (including the time for escalation
and examination of the complaint by the highest ranking internal official
responsible for grievance redressal). The 30 day period will be reckoned after
all the necessary information sought from the customer is received;
ii) Provide aggrieved customers with the details of the Banking Ombudsman
Scheme for resolution of a complaint if the customer is not satisfied with the
resolution of a dispute, or with the outcome of a dispute handling process;

In addition, the bank will a) clearly spell out, at the time of establishing a
customer relationship, the liability for losses, as well as the rights and
responsibilities of all parties, in the event of products not performing as per
specifications or things going wrong. However, the bank will not be liable for
any losses caused by extraneous circumstances that are beyond its reasonable
control (such as market changes, performance of the product due to market
variables, etc.). b) Ensure the customer is refunded without delay and demur, if
it cannot show beyond reasonable doubt to the customer on any disputed
transaction (along with interest/charges)
 CHAPTER –2
COMPANY PROFILE
 COMPANY PROFILE

PUNJAB NATIONAL BANK

Punjab National Bank is an Indian multinational bank and financial services company .
It is state owned bank based at New Delhi , India.

Punjab National Bank was registered on 19th May 1894 under the Indian companies act
with its office at Anarkali Bazar, Lahore. The founding board was drawn from different
parts of India professing different fates and of varying background with, the common
objective of creating truly a national bank that would futher the economis interest of the
country.

Pnb’s founders included several leaders of the swadeshi movement such as Shri. Dayal
Singh Majethia and Lala Harkrishan Lal, Lala Lal Chand , Kali Prossana Roy , E. C.
Jiasawalla , Prabhudayal Bakshi, Jaishi and others. Lala Lajpat Rai was actively
associated with the management of the bank in early years . The board first met on 23 rd
May 1894. The bank opened for business on 12th April 1895 in Lahore.
Pnb has the distinction of being the first Indian bank to have been started solely with
Indian capital that has survived to the present. It had the privelage of maintaining accounts
of national leaders such as Mahatama Gandhi, Jawahar Lal Nehru , Lal Bahadur Shashtri
, Indira Gandhi as well as the account of the famous Jaliya wala bagh committee .

Time Line –
In 1900 Pnb estabilished first branch outside Lahore in India. Branches of Karachi and
Peshawar followed. The next major event occurred in 1940 when the bank absorbed
Bhagwan Das bank which had its head office in Dehradun. At the time of partition of
India, Pnb lost its premises in Lahore but continued to continue to operate in Pakistan.
Partition forced the bank to close its 92 offices in west Pakistan , i.e. one third of its total
number of branches , and which held 40% of the total deposits . Pnb still maintained few
care taker branches . On 31st March 1947, even before partition , the bank had decided to
leave Lahore and transfer its registered office to India. It received permission from the
Lahore High Court on 20th June 1947 at which time it established a new head office at
Under Hill road , Civil Lines, Delhi. Lala Yodhraj was the chairman of the bank.

In 1951 Pnb acquired the 39 branches of Bharat Bank. Bharat Bank Became Bharat Nidhi
Ltd. In 1961 Pnb, acquired Universal Bank of India , which the Rama Krishna Jain had
estabilished in 1938 in Dalmia Nagar, Bihar. Pnb also amalgamated Indo Commercial
Bank ( inner rescue ). In 1963, the Burmese revolutionary Govt nationalized Pnb’s branch
in Rangoon. This became Peoples Bank no. 7 . After the Indo Pak war in 1965 , the
government of
Pakistan seized all the offices in Pakistan of Indian Banks. Pnb also had one or more
branches in Bangaladesh.
The Govt. of India nationalized the bank and thirteen other major commercial banks, on
19th July 1969 . In 1976 or 1978, the bank opened branch in London. Some 10 years later
, the RBI required pnb to transfer its London branch to SBI after the branch was involved
in a fraud scandal. The same year 1986 pnb acquired The Hindustan Commercial Bank
Ltd. This acquisition added 142 branches of the HCB to Pnb’s network. In 1993 Pnb
acquired New Bank Of India , which the government of India had nationalized in 1980.
In 1998 Pnb set up a representative office in Kazakhstan.

In 2003 , Pnb took over Nedungadi Bank, the oldest private sector bank in Kerala. At the
time of merger with Pnb, the Nedungati bank’s shares had zero value, with the result that
its share holders received no payment for their shares . Pnb also opened a representative
office in London. In 2004, Pnb estabilished a branch in Kabul, Afghanistan a
representative office in Shanghai and another in Dubai. Pnb also estabilished an alliance
with Everest Bank Ltd in Nepal that permits migrants to transter funds easily between
India and Everest Bank. 12 branches of Everest Bank in Nepal. Currently Pnb owns 20
% of Everest Bank.

Two years later Pnb estabilished PNBIL , in UK, with two offices , one in London and
one in South hall. Since then it has opened more branches , this time in UK.

Pnb also opened a branch in Honkong. In January 2009 , Pnb estabilished a representative
office in Norway. Pnb hopes to upgrade this to a branch in due course. In Jan’ 2010, Pnb
established a subsidiary in Bhutan. Pnb owns 515 of Druk PNB bank which has branches
in Thimpu, Khimpu, Phuenthholing . Local investors own the remaining shares.

Then on 1st May Pnb opened its branch in Dubai . PNB purchased small minority stake
in Khazikstan based JSC Dena Bank estabilished on 20-10-1992 in Peplodar.
In December 2012 Pnb signed and agreement with US based Life Insurance Co. Metlife
to acquire a 30% stake in Metlife Indian affiliate Metlife India Ltd. The company has
been renamed as PNB Metlife India Ltd and PNB sells Metlife products in its branches.
Business Performance -
The Business figures of the Bank as on 31st Dec 2017 ( the figures of March’2018 is not
yet available) is given as under:
(Amt in Rs crore)

Parameter Dec’16 Mar’17 Dec’17 YoY Gr.%

(Dec’17 over
Dec’16)
Total Deposits 612180 621704 647998 5.9

Net Advances 385727 419493 452110 17.2

Total Business 997907 1041197 1100108 10.2

CASA Deposits 262775 260016 267685 1.9

CASA Share to Domestic Dep. 47.09 45.97 45.52 -

(%)

Operating Profit 8333 14565 10742 28.9

Net Profit 1063 1325 1134 6.7

In terms of Bottom Line parameters, the Bank’s Operating Profit increased to Rs.
10742 crore in 9MFY’18 up from Rs.8333 crore in 9MFY’17 and Net Profit stood at
Rs.1134 crore in 9MFY’18 as against the Net Profit of Rs.1063 crore in 9MFY’17.
Net Interest Income of the Bank stood at Rs.11859 crore as on 9MFY’18 while Non
Interest Income of the Bank stood at Rs.7320 crore in 9MFY’18 showing a growth of
25.2%.
The Bank’s Key Financial Ratios showed an improvement in Q2FY’17. Cost to Income
ratio went down from 51.40 % in 9MFY’17 to 44.0% in 9MFY’18. Cost of Deposits of
the Bank declined to 5.00% in 9MFY’18.

Asset quality
The Bank continues to lay emphasis on improving the asset quality. The Bank’s Gross
NPA and Net NPA stood at Rs.55370 crore and Rs.34076 crore, respectively as on 31ST
Dec’17. In terms of ratios, the Gross NPA and Net NPA ratio declined to 12.11% and
7.55% in Dec’17 from 13.70% and 9.09% respectively in Dec’16. Provision Coverage
Ratio increased to 60.78% in Dec’17 from 54.96% in Dec’16. There has been recently
a big scam in the bank but the MD of the bank has assured that it will not affect the bank
working and bank will come out of this.
BRANCH AND ATM NETWORK

Distribution of Domestic Branches Dec’17

18%
37%

20%

25%

Rural Semi-Urban Urban Metro

ATM
10681
9997 9598
9463

Mar'16 Mar'17 Dec'16 Dec'17

Some of the new initiatives taken by the bank are given as under:
One Statement per Customer: Monthly E-Statement of all accounts of a customer is
being provided on the basis of Customer ID in place of account number.
SMS based facility: It facilitates new customers to give Debit Card request via SMS
(DEBCARD<16 digits account number> to 5607040.

Auto issuance of Debit Cards in PMJDY accounts: Debit Cards are now being issued
centrally in all PMJDY accounts and cards are being dispatched to customer’s registered
address.

UPI in MBS: UPI services have been embedded in PNB m-Banking application for
mobile banking users. It facilitates mobile banking users to use UPI channel for making
payments in mobile banking application.

Reverse Mentoring concept for Select Top Officials is being implemented as a tool of
Decision support system and knowledge sharing. Proficiency Database was introduced to
capture the functional expertise of senior officials in various roles/profiles.
Fianancial Inclusion
 Under the PM Jan Dhan Yojana, Bank opened 179.94 Lac accounts mobilizing
Rs 3380.31 crore in these accounts.
 No of transactions through BC channel have increased to 293.62 Lac in Dec’17
against 232.49 lac in Dec’ 16.

Enhanced visibility
To create a sustainable competitive advantage, the Bank continues to lay focus on
strengthening brand equity by connecting with the Gen-Next segment. Towards this, the
Bank has taken the following steps:
The Bank has made official debut on the social networking sites i.e., Twitter and
LinkedIn, with an aim of strengthening “Brand PNB” on social media and to engage
with customers in a cost efficient manner.
The demonetization drive paved way for enhanced digitalization process. The Bank also
aligned its strategy accordingly and paced up the digitalization process to provide
superior experience to its customers.
To carry forward digital agenda and connect with Next Gen, the Bank has chosen Mr.
Virat Kohli, a renowned & energetic young cricketer and a youth icon as brand
ambassador of the Bank.
Board of directors-
Shri Sunil Mehta – Non executive chairman
Shri. K. V. Brahamaji Rao, Executive Director
Shri. Sanjeev Saran, Exectutive Director
Shri Lingam Venkta Brabhakar – Executive Director
Shri. Ravi Mittal – Govt. of India nominee Director
Dr. Rabi N. Mishra – RBI Nominee Director
Shri. Mahesh Baboo Gupta- CA director
Mr. Hiru Mirchandani – Shareholder director
Shri . Sudheer Niar - Shareholder director
Shri. Sanjay Verma – Share holder director

ICICI BANK
ICICI Bank is a commercial bank outfit set up by the ICICI Group. The Bank was
registered as banking company on January 5, 1994 and received its banking license from
the Reserve Bank of India on May 17, 1994. The bank has an authorized capital of INR
300 crore (USD 75.96 million), of which subscribed and paid up capital is INR 165 crore
(USD 41.78 million). The first branch of ICICI Bank was started in Madras in June 1994.
As of March 31, 1999, 64 branches were functional across the country. As this year 36
more branches/offices are expected to be added to the network. The branches are fully
computerized state-of-the-art technology and systems. All of them are fully networked
through V-SAT (satellite) technology. The bank is connected to the international SWIFT
network since March 1995.
ICICI Bank offers a wide spectrum of domestic and international banking services to
facilitate trade, investment, cross-border business and treasury and foreign exchange
services. This is in addition to a whole range of deposit services offered to individuals
and corporate bodies. ICICI Bank's Infinity was the first Internet Banking service in the
country.

Corporate Profile
ICICI Bank is India's second-largest bank with total assets of Rs. 3,562.28 billion (US$
77 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (US$ 648.8 million)
for the nine months ended December 31, 2009. The Bank has a network of 1,723 branches
and about 4,883 ATMs in India and presence in 18 countries. ICICI Bank offers a wide
range of banking products and financial services to corporate and retail customers through
a variety of delivery channels and through its specialised subsidiaries and affiliates in the
areas of investment banking, life and non-life insurance, venture capital and asset
management. The Bank currently has subsidiaries in the United Kingdom, Russia and
Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and
Dubai International Finance Centre and representative offices in United Arab Emirates,
China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary
has established branches in Belgium and Germany.
ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts (ADRs)
are listed on the New York Stock Exchange (NYSE).

History
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was
formed in 1955 at the initiative of the World Bank, the Government of India and
representatives of Indian industry. The principal objective was to create a development
financial institution for providing medium-term and longterm project financing to Indian
businesses. In the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial services group offering
a wide variety of products and services, both directly and through a number of
subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian
company and the first bank or financial institution from non-Japan Asia to be listed on
the NYSE.
After consideration of various corporate structuring alternatives in the context of the
emerging competitive scenario in the Indian banking industry, and the move towards
universal banking, the managements of ICICI and ICICI Bank formed the view that the
merger of ICICI with ICICI Bank would be the optimal strategic alternative for both
entities, and would create the optimal legal structure for the ICICI group's universal
banking strategy. The merger would enhance value for ICICI shareholders through the
merged entity's access to low-cost deposits, greater opportunities for earning fee-based
income and the ability to participate in the payments system and provide transaction-
banking services. The merger would enhance value for ICICI Bank shareholders through
a large capital base and scale of operations, seamless access to ICICI's strong corporate
relationships built up over five decades, entry into new business segments, higher market
share in various business segments, particularly fee-based services, and access to the vast
talent pool of ICICI and its subsidiaries. In October 2001, the Boards of Directors of
ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail
finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital
Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI
and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmedabad in March
2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in
April 2002. Consequent to the merger, the ICICI group's financing and banking
operations, both wholesale and retail, have been integrated in a single entity.
ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and
employees. ICICI bank was promoted by ICICI and erstwhile SCICI ltd. It received the
certificate for commencement of business on 24th Feb 1994. It was granted a license to
carry on banking state-of-the-art technology. The bank mobilizes deposits, carry out
credit appraisal, makes priority sector advances and the bank has the license to deal in
foreign exchange.
The Industrial Credit and Investment Corporation of India Limited now known as ICICI
ltd. was founded by the World Bank, the Government of India and representatives of
private industry on January 5, 1955. The objective was to encourage and assist industrial
development and investment in India. Over the years, ICICI was evolved into a
diversified financial institution.
ICICI's principal business activities include:
Project Finance
Infrastructure Finance
Corporate Finance
Securitization
Leasing
Deferred Credit
Consultancy Services
Custodial Services
Awards
Forbes' 2000 most powerful listed companies' survey ranked ICICI Bank 4th among the
Indian companies and 282nd globally.
ICICI Bank was awarded The Asian Banker Achievement Award 2009 for Cash
Management in India.

Business performance
( Amt Rs. In crore )

Q4- Q3- Q4-

FY2016 2016 2017 2017 FY2017

Net interest income 21,224 5,405 5,363 5,962 21,737

Non-interest income (excl. gains

11,948 2,978 3,939 3,017 13,823
on stake sale in subsidiaries)

- Fee income 8,820 2,212 2,495 2,446 9,452

- Lease and other income1 2,442 707 551 68 1,476

- Treasury income2 686 59 893 503 2,895

Less:

Operating expense 12,683 3,406 3,778 3,867 14,755

Operating profit 20,489 4,977 5,524 5,112 20,805

Gains on stake sale in subsidiaries 3,374 2,131 - - 5,682

Operating profit (incl. gains on

23,863 7,108 5,524 5,112 26,487
stake sale in subsidiaries)

Less:

Provisions3 8,067 3,326 2,713 2,898 15,208

Collective contingency and related

3,600 3,600 - - -
reserve

Profit before tax 12,196 182 2,811 2,214 11,279

Less: Tax 2,470 (520) 369 189 1,478

Profit after tax 9,726 702 2,442 2,025 9,801

` crore

31-Mar16 30-Sep16 31-Dec16 31-Mar17

(Audited) (Audited) (Audited) (Audited)

Capital and Liabilities

Capital 1,163 1,164 1,164 1,165

Employee stock options

7 7 6 6
outstanding

Reserves and surplus 88,566 93,845 96,344 98,7802

Deposits 421,426 449,071 465,284 490,039

Borrowings (includes
174,807 171,757 159,098 147,556
subordinated debt)1

Other liabilities 34,726 36,096 35,901 34,2452

Total Capital and Liabilities 720,695 751,940 757,797 771,791

 Assets

Cash and balances with

27,106 23,959 26,194 31,702
Reserve Bank of India

Balances with banks and

32,763 28,605 34,973 44,011
money at call and short notice

Investments 160,412 174,349 168,987 161,507

Advances 435,264 454,256 457,469 464,232

Fixed assets 7,577 7,608 7,551 7,805

Other assets 57,573 63,163 62,623 62,534

Total Assets 720,695 751,940 757,797 771,791

Board of directors –
Shri. M. K. Sharma – Chairman – Independent director
Shri. Uday Chitale – Independent director
Shri. Dilip Chowksee – Iondependant director
Mrs Neelam Dhawan – Independent director
Dr. Tushar Shah – Independent Director
Shri. V. K. Sharma – Independent director
Shri. Lok Ranjan – Govt, nominee director.
Ms. Chand ochhar – MD & CE O
Shri. N. S. Kanan – ED
Miss Vishakha Mulve – ED
Shri. Vijay Chandoke – ED
Shri. Anoop Bagchi- ED
CHAPTER – 3
OBJECTIVES AND OTHERS
 OBJECTIVES OF THE STUDY

The banking industry in India is running in a dyanimic challenge concerning both

customer base and performance. Service quality palys a major role in getting customer
satisfaction and creating brand loyality for the bank.

The study has been conducted with main objective of comparing the services of private
sector and public sector banks ( nationalized banks ).. The extent to which the main
objective has been met could be judged from the conclusion and suggestions , which
appear later in the study.
 RESEARCH METHODOLOGY

Research is an art of scientific investigation . In other word research is a scientific and

schemetic search for pertinent information on a specific topic.

The logic of taking research methodology into consideration is that one can have
knowledge about the method and procedure adopted for achievement of objectives of the
project. With the help of this others can evaluate the results also. Its main aim is to keep
the researchers on the right tract. The adoption of research methodology also depends on
the following factors:
- Objective of the project.
- Time available for the study.
- Knowledge level of the person doing research.
- Finance available.
- Ultimate use of the study.
The method adopted for studying the objectives was surveying the account holders of
Kanpur Nagar district . So keeping in view the nature of requirements of the study to
collect all the relevant information regarding comparision of the services of the Punjab
National Bank with the ICICI bank , direct personal interview method with structured
questionnaire was adopted for the collection of the primary data.

Secondary data has been collected through the various magzines, news papers and surfing
the bank sites on internet. And the guide in the college was consulted many times.
Sample Design
A sample design is a definite paln for obtaining a sample from given population. It reflects
the techniques or the procedure the researchers would adopt in selecting items for the
sample . Sample design may as well lay down the number of items to be included in the
sample i.e.the size of the sample. Sample design is determined before data are collected.
Here we select the population as sample in our sample design. The selected respondent
should be as representative of the total population.
Data Collection
Data was collected by using two methods i.e. primary data and secondary data .
Primary data
Primary data is the dat which is used or collected fr the first time or from grass root level
and it is not used by any one in the past. There are number of sources of primary data
from which the information can be collected.

In this study the method of data collection was chosen as questionnaire. This is quite
popular , particular in case of big enquiries . Here in this study the questionare is as as
placed at last in the report. Simple questions were asked and respondents were requested
to answer these to the best of their knowledge and belief and based on their actual
experience.

The respondents were personally met in the bank branch or outside the branch and in
some cases at their residence also.

Secondary data
Secondary data is the data which is available in readymade form and which is already
been used by people for some purpose. There may be various sources of secondary data
such as news paper, magazines , journals, books , reports documents and other facilities.

The annual reports of the banks were taken and studied to know about the profitability
and growth of the bank. This also helped me to get the latest data and other related
information for the study. Different journals were visited/ studied .
Surfing on the internet was also done to collect the recent information.

Sample size
Keeping in view the constraints of time and expected response as people are
reluctant to talk about their bank etc as security measures , size of the sample
of the study was selected as 50 ( fifty only ).
Sampling Unit
Punjab National Bank branches and ICICI branches in Kanpur. Due to nature of the study
different branches were visited , respondents /customets outside the bank and even at
residents of the customers were visited.

Sampling Technique
Stratified convenient sampling was used. In this case a sample is taken from each strata
using a convenience sampling. Based on the requirement of the study, selection of
respondent was done from different strata such as age group, gender, income group type
of account holder of the bank branch etc.. Study was conducted with clear cut assumption
that the respondents would give a frank and fair answers in a pragmatic way and without
any bias .
Sample Description
In order to understand the nature and characterstics of various respondents in this study,
the information was collected and analysed according to their socio economic background
which included the characterstic of their respondents like education, age , marital status
and monthly income. This description shows that respondents included in this study
belonged to different background and this turn increase the scope of the study.
 CHAPTER – 4
SUGGESTIONS AND RECOMMENDATIONS
 DATA ANALYSIS AND INTERPRETATION

General Observations
After collection of data several type of interpretations were done and following were
observed related to analysis of the basic data about respondents:
Age group of respondents-
Age group of respondednt %age of respondents
Particulars
20-30 years 20%
30-40 years 50%
40-50 years 20%
50-60 years 10%

From the above study we find that nobody is below 20 age and 20% respondents are
between 20-30 age group, 50% respondents are between 30-40 age group, 20%
respondents 40-50 age group and 10% respondents are between 50-60 age group. In fact,
this was purposively done for the reason to have a data from persons actually requiring
greater banking servicesand having knowledge of the banking scenario.
Sex of respondents -
Particulars No of %age
Respondents
 Male 35 70%
Female 15 30%
Total 50 100%

From the above result we come to know that out of 50, 35 respondents male and 15 are
female which is 70% and 30% respectively i.e. most of our respondents are male. In the

Marital Status -
Particulars No of %age
Respondents
Married 17 34%
Unmarried 33 66%
Total 50 100%

From the above study we find that out of 100%, 34% respondents are married and 66%
respondents are Unmarried.
Education status –

Particulars No of %age
Respondents
Matric 2 4%
Senor Secondary 7 14%
Graduate & 23 46%
Professional
Post Graduate 18 36%
Total 50 100%
This analysis shows that out of 50 respondents, 46% respondents are graduate &
professional, 36% respondents are post graduate, 14% respondents are senior secondary
and 2% respondents are of Matric category. All the respondents of our survey are
qualified.

Employment -
Particulars No of %age of
Respondent respondents
Businessman 16 32%
Government 14 28%
Employee
Student 12 24%
Others 8 16%

18
16
14
12
10
8
No of respondents
6 % of age of respondents2
4
2
0
From the above analysis it is clear that 32% respondents are doing their own business,
28% are employees and 16% respondents belong to other category and 24% of our
respondents are students are students. Most of the respondents of our survey are
businessmen next are government employee.
Based on the questionnaire the findings /interpretation is as under:

Q1 . Which sector bank do you have an account with? and

Q 2. In which bank do you have an account
The respondents were asked about which banking sector’s services which the respondents
avail and in which bank they have an account. Since only two banks have been chosen
for the study, reply of both questions have been combined as under:

Banking sector Number of respondents

Public ( PNB )** 16
Private (ICICI )** 19
Both 15
 20

18

16

14

12
Public(PNB)
10
Private(ICICI)
8 Both
6

0
Public(PNB) Private(ICICI) Both

** For this study purpose these banks have been chosen

It was found that most of the respondents were availing services of private sector banks
while those of the public sector banks were less as compare to private sector banks
sector. Out of 50respondents 16 chose public sector banks while 19 chose private sector
bank, also 15 were having accounts with both type of banks . In another way 31 persons
were having account with public sector banks while 34 were having accounts with
private sector banks. This clearly implies that the comparatively more than fifty percent
of people are having account with the private sector bank. This situation is for the area
for which the study was done. The position may be different for rural area or semiurban
area where either there is no private sector bank of less branches of private sector
bank(s).

Q.3. Which type of account do you have in the bank?

The respondents were asked about the type of account they have in the public sector as
well as private sector banks and the breakup of the same is as under:
Name of Savings Current Demat Fixed Salary
Account Deposits
Total no of 25 10 5 49 14
respondents

60

50

40
Saving
Current
30
Demat
Fixed Deposite
20
Salary

10

0
Saving Current Demat Fixed Deposite Salary

The total of the above is greater than the total sample size because the respondents are
having multiple accounts with a bank ( for eg. respondent having current account ,
Savings account as well as salary accounts were having Fixed Deposits) . This indicates
highest number of accounts are of Fixed Deposits followed by Savings , salary and current
accounts respectively.

Although this is not directly associated with the study , but the reason for preffering Fixed
Deposit account is higher rate of interest.
Q 4. Which is your most preferred bank?
The respondents were enquired about which bank the preferred between Punjab National
Bank and the ICICI Bank, however some of the respondents gave the name of other banks
also besides the two despite of clear cut request to them and the breakup is as under:

Names of Banks Number of respondents

ICICI Bank 19
Axis Bank 7
SBI 8
Punjab National Bank 16

20

18

16

14

12
ICICI BANK
10 Axis Bank
8 SBI Bank
6 Punjab National Bank

0
ICICI BANK Axis Bank SBI Bank Punjab National
Bank
The above data reveals that majority of the people/respondents prefer private sector
banks. This also indicates that services of bank in private sector is better as compared to
nationalized/public sector banks.

Q. 5 Rank selection criteria for opening account with the bank

The selection criteria given by the respondents during the survey for opening an account
is as under:
Reasons No of respondents
Brand Image 9
Services 25
Location 7
Charges 8

30

25

20
Brand Image

15 Services
Location

10 Charges

0
Brand Image Services Location Charges
The above reveals that 25 customers ( 50% ) have selected the bank for opening of the
account on account of services of the bank branch. This also indicates that even if a person
has not yet opened a account the reputation of service of the bank branch is there in the
market. This is followed by the brand image, next the charges ( i.e. less charges ) and the
last preference is given to location.

The above clearly indicates that services is the first criteria for selection of a bank/branch
Q6. Ranking for preference of the bank.

The breakup of the reasons given by respondent for reasons in keeping the account in the
bank is as under:
Reasons No of respondents
Friendly Behaviour of the Staff 8
Reliability/trust 9
Quick and fast services 26
Location 7
 30

25

20

15

10 Friendly Behaviour of the Staff

5 Reliability/trust
Quick and fast services
0
Location

From the above , we can very safely conclude that most of the people are influenced by
the quick and speedy services provided by the bank ( 52 % ) followed by reliability and
trust and location is given less preference ( 14% ) than others. This indicates that service
is of utmost importance and people are ready to go to a bank which is slightly far away
from them and providing better serviced. Next is the trust and reliability.

Q. 7 What other facilities you are availing from the bank?

Facilities Availed No of respondents
ATM/Debit Card 30
Credit Card 5
Mobile banking 5
Insurance 10
 35

30

25

20 ATM/Debit Card
Credit Card
15 Mobile banking
Insurance
10

0
ATM/Debit Card Credit Card Mobile banking Insurance

The above reveals that 60% of respondents held ATM/Debit cards and 10% held Credit
cards. It is clearly observed by the that Insurance are neck to neck holding 20% of
respondent each. However it was surprising to observe that despite of strong emphasis by
our Humble Prime Minister for Digital India still 60% are having ATM/Debit cards and
10 % credit card instead of 100%. When this is the position of urban area then one can
very well expect the position of rural area.

Q 8. How often you use the debit/credit card for the shopping?
30 out of the total respondents ( 50 ) are having credit/debit cards and the reply was given
by these respondents only as under:
Particulars No. of respondents
Occasionally 25
Never 5
 35
30
25
20
Occasionally
15
Never
10
5
0
Occasionally Never

The above reveals tghat the holder of credit/debit cards very occasionally use their card
for shopping.

Q. 9 How much you are satisfied with overall performance of your

bank?
Satisfaction level of the customers regarding the facilities availed from the public sector
bank and private sector bank is as under, the data has been taken for the respondents
having an account with one bank only. The customer respondents who have said to have
account with both the banks have been ignored for the reason that otherwise the data
would become un comparable and of no use:
Level of Satisfaction Private sector (ICICI) Public sector(PNB )
Excellent 7 4
Very Good 10 6
Good 2 6
 12

10

6 Private sector (ICICI)

Public sector(PNB )

0
Excellent Very Good Good

It was found that in case of public sectors bank, 25% of the the respondents were highly
satisfied ranked excellent from the products and services availed by them. 37.5% were
just satisfied given very good and 37.5% have moderate view. In contrast in case of
private sector bank, 36.8% of the respondents were highly satisfied ranked excellent from
the products and services availed by them. 52.6% were just satisfied given very good and
10.6% have moderate view.
The above clearly indicates that the customers in private sector banks are more satisfied
with their bank as compared to public sector banks .
Q.10 Any specific services you expect from the bank?
All the respondents gave only one reply that they expect better customer service from the
bank irrespective of the type of bank.

Q.11 What are the problem faced by customer with their present bank-
The aim to ask this questions was to know whether the respondents face any problem
regarding the services provided them by their preferred bank. All the respondents did not
give reply to this and the reply given is as under:
Types of problems No of
respondents
Time consuming 10
Introduction 8
Reference required 15
Too many formalities 6
No facility of photograph instantly 4

No of respondents
16
14
Time consuming
12
10 Introduction
8
Reference required
6
4 Too many formalities
2
0 No facility of photograph
instantly
Time Introduction Reference Too many No facility of
consuming required formalities photograph
instantly

The above data reveals that despite of bank being chosen by respondents themselves still
they have reported problem . This is despite of good service in private bank reported
above.

Q. 12 . Which bank has better infrastructure and ambience?

 Better ambience and infrastructure No of respondents
Private sector bank 42
Nationalized bank 8

No of respondents
45

40

35

30

25
Private sector bank
20
Nationalized bank
15

10

0
Private sector bank Nationalized bank

The above reveals that the private sector banks are having better infrastructure as
responded by 84 % respondents and only 16 % gave reply that nationalized/public sector
banks are having better ambience and infrastructure.

FINDINGS OF THE STUDY

Major findings of the study in nut shell are as under:

 People from all age group are having account in bank but higher number come
from 30-40 years age group.
 Both males and females have account in bank , but higher number of males come
to bank.
 More number of educated persons have accounts with the bank.
 More number of people are having banks in private secto banks as compared to
public sector banks.
 In both sectors, i.e. private and public sector, large number of people are having
FD accounts either . It also implies that FD is opened by persons having savings
or current accounts but number of FD are higher than any other accounts.
 Most people prefer to have account in a private sector bank..
 The most preferred criteria for opening account is services of bank branch.
 Even location or brand image are not preffered as compared to services of the
bank branch.
 Ranking for preference of a bank is quick and fast services followed by reliability
and trust.
 Besides accounts with the bank, irrespective of the bank large numbe of people
are having ATM/Debit cards as compared to other facilities.
 People occasionally use ATM cards for purchasing.
 People in public sector banks are more satisfied as compared to public /
nationalized banks.
 Private sector banks have better ambience and infrastructure as compared to
public sector banks .
 The final conclusion is that despite of age , sex, education status people prefer to
have an account in bank which is giving better customer services .
 The above also reveals that customer services of private sector banks is better that
public sector banks.
 SUGGESTIONS

Based on the comment given by the respondents and findings of the study, following are
suggested:.
 Banks should obey the RBI norms and provide services as per the norms,
which are not being following by the banks. While the customer must be given
 prompt services and the bank officer should not have any fear on mind to
provide the facilities as per RBI norms to the units going sick.
 Banks should improve the ambience of the branch, particularly, the
nationalized/ public sector banks.
 Banks should provide loan at the lower interest rate and education loans
should be given with ease without much documentation. All the banks must
provide loans against shares.
 More contribution form the employee of the bank. The staff should be co-
operative, friendly and must be capable of understanding the problems of
customers.
 Prompt dealing with permanent customers and speedy transaction without
harassing the customers.
 The need of the customer should properly be understood so that customer
feels satisfied. The relationship value should be maintained.
 The branch should promote cooperation and coordination among employees
which help them in efficient working and better customer service
 If required, the number of staff should be increased so as to provide better
customer service.
 There is a significant difference between the expectation and the perception
of the customer in case of public as well as the private sector banks.

RECOMMENDATIONS

For Public Sector Banks:

 Banks staff should be customer friendly and highly motivated to serve the
normal customer.
  As far as possible, banks should improve ambience of the branch for
attracting customers and once the customers are attracted , they can be
retained by providing better services.
 Token system should be induced so as to minimize the waiting lines in the
banks.
 Proper ambience in the banks can develop a healthy working culture.
 Prompt and timely services should be provided.

For Private Sector Banks

 There is neck to neck competition between the private sector banks and the
public sector banks hence private sector bank needs to maintain their
services , because the study reveals that the basic reason for choosing a bank
to deal with is service of the

LIMITATIONS OF THE STUDY

Due to constraints of time and resources, the study is likely to suffer from certain
limitation. Some of these are mentioned here under so that the findings of the study may
be understood in a proper perspective.
The limitations of the study are:
 Some of the respondents of the survey were unwilling to share information.
 The research was carried out in a short period. Therefore the sample size and other
parameters were selected accordingly so as to finish the work within the given
time frame.
 The information given by the respondents might be biased because some of them
might not be interested to give correct information.
 The officials of the bank supported me a lot, but did not have sufficient time to
make the points more clear.

BIBLIOGRAPHY
BOOKS
 Kothari C. R , - Research Methology : Method and Techniques, Wishva
Prakshan, New Delhi.
 Bodie Z. Kane A & Mracus : Essentials of Investment.
  Prof. E. Gordon & Dr. K. Natrajan- Banking theory Law and Practice.
 Indian Financial System and Commercial Banking by Khan Masood
Ahmed
 Banking in India by P. N. Varshney.

WEBSITES
 www.pnbindia.in
 www.icicibank.com
 www.docsity.com
 www.rbi.org.in

QUESTIONNAIRE

Dear Sir,
I am student of BBA final year and studying at College of Management studies , Virendra
Swaroop Group of Institutions , Kader Patari Hadha, Distt. |Unnao. I require some
important information from you to complete my project . Please help me in completing
my project by answering following questions:

1 . Which sector bank do you have an account with ?

a. Public
b. Private
c. Both

2. In which bank do you have an account ?

________________________________

3. What type of account do you have in the bank ?

a. Savings
b. Current
c . Fixed deposit
d. Salary
e. Demat

4. Which is your most preferred bank- Punjab National Bank or ICICI Bank?
_______________________________________

5. Rank selection criteria for opening account with the bank .

Brand image -
Services -
Location -
Charges -
6. Kindly rank for your preference of the particular bank.
Quick and fast service -
Location -
Friendly behavior -
Reliability -

7. What other facilities you are availing from the bank)

a. ATM/Debit Card
b. Credit card
c. Insurance
d. Mobile banking

8. How often you use the debit/credit card for the shopping?
a. Occasionally -
b. Never -

9. How much you rae satisfied with overall performance of your bank?
a. Excellent -
b. Very good -
c. Good -
10. Any specific services you expect from your bank ?
______________________________

11. What is the problem faced by you with your preferred bank?
______________________________.

12. Which bank has better infrastructure and ambience ?

a. Private sector bank
b. Nationalized bank

13. Any other suggestion, please specify.

Thanks for your cooperation.

Personal Details
Name –
Age –
Gender –
Education –
Address –