Summer Training Project

“Comparative study of Customer Perception

:Cooperative Bank & SBOP"

An Effort By : Butta Singh

Roll No. 5871
MBA-II ‘C’

School Of Management Studies, Patiala

Punjab State Cooperative Bank: 1949
Branches: 19
Divisional Offices:
1. Amritsar 2. Jalandhar 3. Bathinda

Patiala Central Cooperative Bank Ltd.

Branches: 43

Services:
Different types of loans for rural, agriculture, commercial
finance
State Bank Of Patiala
Associate Bank of State Bank of India established in 1917
Maharaja Bhupinder Singh
Branches: About 750 in India

Services include:
1.Personal Banking
2.Agricultural & Rural Banking
Project: Comparative study of Customer
Perception of Cooperative Bank & SBOP

Review of Literature
Rationale of the Study: Banking operations are
increasingly becoming customer oriented.
Objectives of the Study
 To have a comparison of the customer perception of
the both banks.
 To compare different factors influencing customer
perception
To understand the motivational factors while going
for banking service.
To study the influence of image or brand on
customers.
Research Methodology
1. Research Design: Exploratory and Descriptive

2. Sampling Design:
a. Sample: Customers visiting to banks
b. Sample Size: 50 samples from Cooperative Bank & 50
samples from SBOP. Total 100 in number.
c. Sampling Technique: Convenience Sampling
Continued…
3. Data Collection:
a. Primary Data
b. Secondary Data

4. Analysis Techniques:
Questionnaires having alternate choices have been
analyzed by taking percentage and using Likert scale.

5. Scope of the study

Data Analysis
1. Demographic Analysis based on Occupation

0.6

0.4

0.2

0
Farmer Businessm Salaried Other
an Employee
Cooperative 0.54 0.2 0.24 0.02
SBOP 0.38 0.32 0.26 0.04
2. Information Source of the schemes and services of the
bank

60%
50%
40%
30%
20%
10%
0%
Personal Advertiseme Word of Other
Visit nt Mouth
Cooperative 56% 14% 26% 4%
SBOP 42% 30% 22% 6%
3. Type of Rate of Interest Preferred

70%
60%
50%
40%
30%
20%
10%
0%
Yearly Half Yearly Monthly
Cooperative 6% 50% 44%
SBOP 0 38% 62%
4. Appreciation by bank for being a good customer

80%
60%
40%
20%
0%
Yes No
Cooperative 36% 64%
SBOP 74% 26%
5. Customer differ in his perception for a Govt. Bank &
Private Bank

50%
40%
30%
20%
10%
0%
Strongly Somewhat Neutral Somewhat Strongly
Disagree Disagree Agree Agree
Cooperative 0% 12% 34% 46% 8%
SBOP 0% 16% 30% 42% 12%
 Range:
Level of 10 Statements and 50 respondents of each bank
Score
Max. Score=5* 50 = 250 (Strongly Agree)
Preference Avg. Score=3*50 = 150 (Neutral)
Min. Score=1*50 = 50 (Strongly Disagree)

Sr. No Basis of Comparison SCORES

Cooperative SBOP
1. Schemes Offered 193 186
2. Rate of Interest 177 186
3. Loan Passing & repayment 182 179
4. Flexibility of Schemes 158 170
5. Transparency 154 170
6. Number of Staff 118 194
7. Customer Dealing 149 179
8. Bank Environment 123 202
9. Advertisement 119 194
10. Bank Image 153 182
Findings of the Study
Agricultural background.
Personal Visit is the main source of information
Half yearly rate of interest.
Cooperative Bank mostly do not give any
appreciation for being a good customer, But SBOP do
by giving some rebate in interest rate or by other
means
Motivational Factor is Schemes offered by the
Cooperative Bank and Rate of interest in case of
SBOP.
Continued…
Majority of the respondents admits that image or
brand, Govt. Bank and private Bank do influence their
perception.
The branch of Cooperative Bank is lacking behind the
SBOP due to shortage of staff, customer service, Bank
environment etc.
Cooperative Bank is lacking in advertisement at local
level.
There is somewhat disagreement regarding the bank
image of the cooperative bank.
Recommendations & Suggestions
Top Priority
Refocus
Posting & training
Computerized Banking
Communication gap
Infrastructure facilities
Advertisement
Internal Control
Limitations of the Study
Expressed opinion
Hesitation
Time Constraints
Applicability
Employees hesitation
Personal Learning
Conclusion