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ON
CUSTOMER SATISFACTION
Conducted at
GUIDE CERTIFICATE
Certified that Mr. HEENA AGGARWAL, Class Roll No. 9011, University Roll
No…………… student of M.B.A. in the I.B.M., J.C.D. Vidyapeeth, Sirsa has
successfully completed the Summer Training Report entitled "CUSTOMER
SATISFACTION" under my guidance towards the partial fulfillment of his
M.B.A. degree.
Firstly, I would like to thank our Company Guide Mr. Deepanker, senior Training
Manager who has been a constant source of inspiration for me during the
completion of this project. He gave me invaluable inputs during my endeavor to
complete this project.
I am indebted to all staff of Angel Broking Ltd for their valuable support and
cooperation during the entire tenure of this project. Not to forget, all those who
have kept my spirits surging and helped delivering my best.
I thank my faculty guide Ms. Sapna Arora who helped me out at every critical
situation that I faced in my project and gave me his valuable advice to solve
problems.
At last I would like to thank all the respondents met in the preparation, who gave
their valuable time to provide us required information and their honest support to
complete our project in time.
(Heena Aggarwal)
DECLARATION
The project is being submitted in partial fulfillment requirements for the award degree of
Master of Business Administration, Kurukshetra University, kurukshetra.
The contents of this project are based on the field work and analysis done by me during
my tenure at PUNJAB NATIONAL BANK, FARIDABAD.
(Heena Aggarwal)
PREFACE
Education becomes more meaningful when its theoretical aspects are combined with practical
experience. This provides opportunities to the students to improve their understandings of the
studies.
As a part of this course, every aspirant has to undergo six weeks “internship” in an organization
of repute. The purpose of this training is to expose the students to the real business situation and
to provide insight into the various functions carried out within the organization.
In order to use the theoretical knowledge I get the opportunities of “Internship” in NHPC LTD.
As complementary to training, I have prepared and submitted the project report. It is an attempt
to present an account of practical knowledge and observations gathered during the training.
CONTENTS
1. COMPANY PROFILE
2. INTODUCTION OF PROJECT
3. LITERATURE REVIEW
4. RESEARCH DESIGN
5. ANALYSIS AND INTERPRETATION
6. OBSERVATION AND FINDINGS
7. BIBLOGRAPHY
CHAPTER 1
INTRODUCTION TO BANKING IN INDIA
The banking section will navigate through all the aspects of the Banking System in India.
It will discuss upon the matters with the birth of the banking concept in the country to
new players adding their names in the industry in coming few years.
The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association
(IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well
defined under three separate heads with one page dedicated to each bank.
However, in the introduction part of the entire banking cosmos, the past has been well
explained under three different heads namely:
• History of Banking in India
• Nationalization of Banks in India
• Scheduled Commercial Banks in India
INTRODUCTION OF PNB
Punjab National Bank of India, the first Indian bank started only with Indian capital,
was nationalized in July 1969 and currently the bank has become a front-line banking
institution in India with 4525 Offices including 432 Extension Counters. The corporate
office of the bank is at New Delhi. Punjab National Bank of India has set up
representative offices at Almaty (Kazakhistan), Shanghai (China) and in London and a
full fledged Branch in Kabul (Afghanistan).
Punjab National Bank with 4497 offices and the largest nationalized bank is serving its
3.5 crore customers with the following wide variety of banking services:
• Corporate banking
• Personal banking
• Industrial finance
• Agricultural finance
• Financing of trade
• International banking
Punjab National Bank has been ranked 38th amongst top 500 companies by The
Economic Times. PNB has earned 9th position among top 50 trusted brands in India.
Punjab National Bank India maintains relationship with more than 200 leading
international banks world wide. PNB India has Rupee Drawing Arrangements with 15
exchange companies in UAE and 1 in Singapore.
ACHIEVEMENTS
• Punjab National Bank announced its Q1FY2010 results on 29 July 2009,
delivering 62% y-o-y growth in net profits to Rs832 crore (Rs512cr),
substantially ahead of expectations on account of large treasury gains, apart
from healthy operating performance.
• While the bank’s deposit growth was reasonably robust at 4.4% sequentially
and 26.5% y-o-y, unlike the peers its growth in advances also remained strong
at 38% y-o-y.
• In spite of being at the forefront of PLR cuts, the bank posted a healthy growth
in Net Interest Income (NII) of 29% y-o-y.
• Other Income surged 113% y-o-y, driven by strong treasury gains of Rs355
crore during the quarter in line with industry trends, even as Fee income was
also robust at 45% y-o-y, on the back of strong balance sheet growth.
• Gross and Net NPA ratios remained stable sequentially at 1.8% and 0.2%, with
the bank not adopting the guidelines of treating floating provisions as part of
tier 2 capital instead of adjusting against NPAs on express permission from the
RBI.
SWOT ANALYSIS
STRENGTH
Wide network
Large number of customers
Fast adaptability to technology
Brand image
WEAKNESS
Casual behaviour
Corruption and red tapism
Slow decision making due to large hierarchy
High gross NPA
OPPORTUNITIES
THREATS
Stiff competition from SBI and other private players.
CHAPTER 2
INTRODUCTION
Customer satisfaction refers to the extent to which customers are happy with the products
and services provided by a business. Customer satisfaction levels can be measured using
survey techniques and questionnaires .
DEFINITIONS:
Definition 1: Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of
a business transaction is equal to or greater than his/her expectation.
Definition 3: Customer satisfaction occurs when acquisition of products and/or services
provides a minimum negative departure from expectations when compared with other
acquisitions.
Gaining high levels of customer satisfaction is very important to a business because
satisfaction customers are most likely to be loyal and to make repeat orders and to use a
wide range of services offered by a business .There are many factors which lead in high
levels of customer satisfaction including. Products and services which are customer
focused and hence provide high levels of value for money.
What is clear about customer satisfaction is that customers are most likely to appreciate
the goods and services that they buy if they are made to feel special. This occurs when
they feel that the products and services that they buy have been specially produced for
them or for people like them.
BENEFITS OF CUSTOMER SATISFACTION
The importance of customer satisfaction and support is increasingly becoming a vital
business issue as organization realize the benefits of Customer Relationship Management
(CRM) for providing effective customer service. Professionals working within customer-
focused business or those running call centers or help desks, need to keep informed about
the latest customer satisfaction techniques for running a valuable customer service
function. From small customer service departments to large call centers, the importance
of developing a valued relationship with customers using CRM is essential to support
customer and long-term business growth.
Expressed Customer Expectations are those requirements that are written down n the
contract and agreed upon by both parties for example, product specifications and delivery
requirements. Supplier’s performance against these requirements is most of the items
directly measurable.
Implied Customer Expectations are not written or spoken but are the ones the customer
would ‘expect’ the supplier to meet nevertheless. For example, a customer would expect
the service representative who calls on him to be knowledgeable and competent to solve a
problem on the spot.
There are many reasons why customer expectations are likely to change overtime.
Process improvements, advent of new technology, changes in customer’s priorities,
improved quality of service provided by competitors are just a few examples. The
customer is always right. Supplier’s job is to provide the customer what he/she wants,
when he/she wants it. Customer satisfaction is customer’s perception that a supplier has
met or exceeded their expectations.
RESEARCH METHODOLOGY
A descriptive study tries to discover answers to the questions who, what, when,
where, and, sometimes, how. The researcher attempts to describe or define a subject,
often by creating a profile of a group of problems, people, or events.
Such studies may involve the collection of data and the creation of a distribution of the
number of times the researcher observes a single event or characteristic (the research
variable), or they may involve relating the interaction of two or more variables.
Organizations that maintain databases of their employees, customers, and suppliers
already have significant data to conduct descriptive studies using internal information.
Yet many firms that have such data files do not mine them regularly for the decision-
making insight they might provide.
This descriptive study is popular in business research because of its versatility across
disciplines. In for-profit, not-for-profit and government organizations, descriptive
investigations have a broad appeal to the administrator and policy analyst for planning,
monitoring, and evaluating. In this context, how questions address issues such as quantity,
cost, efficiency, effectiveness, and adequacy. Descriptive studies may or may not have the
potential for drawing powerful inferences. A descriptive study, however, does not explain
why an event has occurred or why the variables interact the way they do.
SAMPLE METHOD
Convenience sampling method is used for the survey of this project. It is a non-
probability sample. This is the least reliable design but normally the cheapest and easiest
to conduct .In this method Researcher have the freedom to choose whomever they find,
thus the name convenience. Example includes informal pools of friends and neighbours
or people responding to a newspaper’s invitation for readers to state their position on
some public issue.
SAMPLE SIZE
Sample size denotes the number of elements selected for the study. For the present study,
100 respondents were selected at random. All the 100 respondents were the customers of
different branches of PNB.
SAMPLING METHOD
A sample is a representative part of the population. In sampling technique, information is
collected only from a representative part of the universe and the conclusions are drawn on
that basis for the entire universe. A convenience sampling technique was used to collect
data from the respondents.
DATA COLLECTED :
Every decision poses unique needs for information, and relevant strategies can be
developed based on the information gathered through research. Research is the systematic
objective and exhaustive search for and study of facts relevant to the problem .
Research design means the framework of study that leads to the collection and analysis of
data. It is a conceptual structure with in which research is conducted. It facilitates smooth
sailing of various research operations to make the research as effective as possible.
PRIMARY DATA
Primary data are those collected by the investigator himself for the first time and thus
they are original in character, they are collected for a particular purpose. A well-
structured questionnaire was personally administrated to the selected sample to collect
the primary data.
SECONDARY DATA
Secondary data are those, which have already been collected by some other persons for
their purpose and published. Secondary data are usually in the shape of finished products.
Two types of secondary data were collected for the preparation of the project work:
• Internal Data was generated from company’s brochures, manuals
and annual reports
• External Data, on the other hand, was generated from magazines,
research books, intranet and internet (websites).
TYPE OF RESEARCH :
The present study is based on the type of research that is ‗analytical research‘ which
includes main purpose to analyze the different process, methodologies and procedures
which have been developed by RBI and PNB. Here researcher has the opportunity to
develop some new models and can do a lots of practical work on different types of
models which has been developed by RBI.
INSTRUMENTS USED :
Chart and percentage method were used to prepare the project report.
2. Sample size:
Due to time constraints the sample size was relatively small and would definitely have
been more representative if I had collected information from more respondents.
3. Accuracy:
It is difficult to know if all the respondents gave accurate information; some respondents
tend to give misleading information.
CHAPTER-5
TABLE 5.1
SHARE OF DIFFERENT TYPES OF ACCOUNTS
Analysis: Above table shows that 78% respondents have Saving A/Cs, and 9% have
Current A/Cs and rest of the respondents have 13% share of other A/Cs in total (which
includes fixed deposits, loans, and other products)
Interpretation: This means most of the respondents are having Saving A/Cs which
means the bank deposits are enriching as Saving A/Cs share is most.
TABLE 5.2
SATISFACTION OF RESPONDENTS WITH SERVICES
OFFERED BY PNB BRANCH
Analysis: From the above table it could be inferred that 89% of the consumers are
satisfied with the service and quality of products of their bank. Only 11% of consumers
are not satisfied.
Interpretation: Most of the respondents are satisfied with the service offered by PNB.
Presently the bank offers varieties of services and the customers are getting a good rate of
return from their deposits. Customers are getting good service from the bank.
TABLE 6.3
RATINGS OF THE SERVICES OFFERED BY THE
RESPONDENT’S LIFE INSURANCE COMPANY
Analysis: From this table it could be inferred that 76% of the consumers have rated
service offered as ‘good’, 9% of them have rated them as ‘very good’, and 05% of them
have rated as excellent and average’ while only 4% have rated as ‘poor’.
Interpretation: Service offered by the bank is improving day by day. Returns
consumersare getting are also attractive. Majority of the customers rates good, very good
and excellent because of the customer service offered by the bank. Banks are providing
agood service to the customers due to increased competition in the market. This may be
the reason for more satisfaction
TABLE 5.4
TABLE SHOWING MOTIVE BEHIND THE SELECTING PNB
Analysis: This table show the strengths and weaknesses of the brand, and what are the
important criteria or factors on which decision-making is done. From this table we can
infer that consumers give more importance for ‘Brand name’, secondly they prefer
‘satisfaction’, and then ‘returns on investment’.
Interpretation: This purely shows that people are now looking forward for better
customer service in addition to the brand name in which they are investing and the
returns they are getting.
TABLE 5.5
CONSUMERS WILLINGNESS TO RECOMMEND THEIR LIFE
INSURANCE
COMPANY TO OTHERS
Analysis: From this table it can be noted that the majority of consumers (92%) would
like to recommend their bank services to others and only 8% of consumers would not like
to recommend it to others.
Interpretation: Since the competition has increased in the field of benefits and service
of banking. So customers are getting good service, so that they are willing to recommend
their bank services to others.
TABLE 5.6
CONSUMERS WILLINGNESS TO SHIFT THEIR A/Cs TO OTHER
BANKS
Analysis: From this table it can be noted that the majority of consumers (92%) doesn’t
like to shift their A/Cs to other banks.
Interpretation: The reason can be increasing customer satisfaction and quality services
offered by the bank.
CHAPTER 6
Findings of Research
• Due to the intense competition in the financial market, PNB should adopt better
strategies to attract more customers.
• Pnb is not using any promotional strategy for product awareness which is highly
required.
• There is attention lacking where Return on investment company reputation and
premium outflow are most preferred attributes that are expected by the respondents.
• PNB does not have any consumer complaint or feerdback cell which is highly
required for customer retaining and satisfaction.
• Majority of PNB customers are visible for savings where as PNB requires current
savings or unit link savings to invested.
• PNB needs an efficient and experienced marketing force which can improve it’s
market share.
CHAPTER-7
SUGGESTIONS & RECOMMENDATIONS
With regard to banking products and services, consumers respond at different rates,
depending on the consumer’s characteristics. Hence I PNB should try to bring their new
product and services to the attention of potential early adopters.
Due to the intense competition in the financial market, PNB should adopt better
strategies to attract more customers.
Return on investment company reputation and premium outflow are most preferred
attributes that are expected by the respondents. Hence greater focus should be given to
these attributes.
PNB should adopt effective promotional strategies to increase the awareness level
among the consumers.
PNB should ask for their consumer feedback to know whether the consumers are
really satisfied or dissatisfied with the service and product of the bank. If they are
dissatisfied, then the reasons for dissatisfaction should be found out and should be
corrected in future.
The PNB brand name has earned a lot of goodwill and enjoys high brand equity. As
there is intense competition, PNB should work hard to maintain its position and offer
better service and products to consumers.
The bank should try to increase the Brand image through performance and service
then, only the customers will be satisfied.
Majority of the people find banking important in their life, so PNB should employ
the strategies to convert the want in to need which will enrich their business
BIBLOGRAPHY
Www. Google.com,
www. Wikepedia.com
www. Pnbindia.com
www.Pnb.com
www.Rbi.gov.in