Post on 01-Jun-2018
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CHAPTER V
ANALYSIS & INTERPRETATION
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ANALYSIS AND INTERPRETATION
For evaluating the quality of customer service in KMB,a number of critical variables are
selected for conducting an in depth analysis. The results of the analysis are presented in the
following sections.
ACCOUNTS MAINTAINED
Table 4.1
Nature of No. of Percentage
account reson!ents
Savings ban !" !"
#urrent!$ !$
accounts
%ecurring& &
deposit
Special term& &
deposit
#ash credit '! '!
Term loan ( (
)ousing loan & &
#ar loan " "
Total '** '**
percentage
+*
!$
!*
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'$
'*
$
*
Savings ban
#urrent accounts
%ecurring deposit
Special term
deposit
#ash credit
Term loan
)ousing loan
#ar loan
C"art No #.$
Inference
t can be seen from the above table that !"- of the respondents maintain saving
ban account in the ban. !- of them maintain the current account and &- maintains the
recurring deposit. /nly &- of the respondents eep special term deposit and '!- are the
holders of cash credit. 0hile (- of the respondents have a term loan, &- have housing loan.
%emaining "- are having car loan.
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A%ARENESS AOUT THE SERVICES PROVIDED Y 'M LI'E ATM(CREDIT( AND INTERNET AN'IN) ETC.
Table 4.2
Resonse
No. of
Percentagereson!ents
Strongly agree $. $.
Somewhat agree +' +'
1isagree & &
Strongly disagree ( (
2eutral * *
Total '** '**
Percentage
"*
$*
*
+*
!*
Strongly agree
Some what agree
1isagree
Strongly disagree
2eutra
'*
*
C"art No #.*
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Inference
$- of the respondents strongly agree that they are aware about the services
provided by KMB lie 3TM, #redit cards, nternet Baning etc. +'- of the respondents
somewhat agree. 0hile &- of them disagree this and (- of the respondents strongly disagree
this.
Interretat+on
Ma4ority of respondents are aware about the various services that provided by KMB.
EDUCATION %ISE CLASSI,ICATION
Table 4.3
E!ucat+onNo. of
Percentagereson!ents
S.S.5.# +" +"
Secondary !! !!
6raduate '. '.
7ost graduate & &
/ther !* !*
Total '** '**
Percentage
*
+$
+*
!$
!*
'$
'*
$*
S.S.5.#
Secondary
6raduate
7ost graduate
/ther
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C"art No #.-
Inference
)aving regard the qualification wise classification it can be seen from theabove table that +"- of the respondents are matriculate. !!- of them are a level of secondary.
0hile '- are graduates, &- are postgraduate and other !*- are of having other qualification
.
Interretat+on
Ma4ority of the KMB customers are underqualified so they are not aware about
the various schemes 8 products of KMB.RESPONSE O, THE STA,, ,OR LOANS
Table 4.4
ResonseNo. of
Percentagereson!ents
Strongly agree !. !
Some what +& +&agree
1isagree '" '"
Strongly'* '*
disagree
2eutral '! '!
Total '** '**
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Strongly agree
.*
Some what agree
+$1isagree
+*Strongly disagree
!$2eutral
!*
'$
'*
$
*
C"art No #.#
Inference
t can be seen that !- of the respondents strongly agrees that whenever
they contacts staff of KMB for loans, the respond were positive. 0hile +&- of them somewhat
agree, '"- of the respondents disagrees to it. '*- of the respondents strongly disagree that the
response of the staff of KMB were not positive whenever they contacted for loans.
Interretat+on
Most of the respondents are satisfied with loan procedure of KMB because Ban
provides them repayment facilities, quic processing of loans 8minimum interest for loans.
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PER,ECTION O, THE TRANSACTIONS DONE Y USIN) ATM
Table 4.5
ResonseNo. of
Percentagereson!ents
Strongly agree !$ !$
Some what+' +'
agree
1isagree !* !*
Strongly!+ !+
disagree
2eutral ' '
Total '** '**
Percentage
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Strongly agree
Some what agree
+$ 1isagree
+*Strongly disagree
!$
2eutral
!*
'$
'*
$
*
C"art No #.
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Inference
)aving regard the perfection, it can be seen from the above table that !$- of
the respondents strongly agrees that there e9ist perfection of the transactions done by using 3TM
Baning. +'- of the respondents some what agree to this. 0hile !*- of them disagree to this,
!+- of the respondents strongly disagree this.
Interretat+on
Ma4ority of customers are satisfied with 3TM usage but so much percentage is
dissatisfied this is due to in case of customer require higher amount withdrawal which may not
be possible in single day through 3TM.
A%ARENESS THROU)H ,ORMS & ROCHURES
Table 4.6
ResonseNo. of
Percentagereson!ents
Strongly agree '" '"
Some what+( +(
agree
1isagree !: !:
Strongly'" '"
disagree
2eutral ! !
Total '** '**
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Percentage
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Strongly agree
.*
Some what agree
+$1isagree
+*Strongly disagree
!$2eutral
!*
'$
'*
$
*
C"art No #./
Inference
From the above table it can be seen that '"- of the respondents strongly agrees
that the forms and brochers provided by KMB is made them aware about all the schemes and
services. 0hile +(- of the respondents some what agree, !:- of them disagree this. '"- of the
respondents strongly disagree this. %emaining !- neutral and according to them the forms and
brochers provided by KMB made did not create any awareness about all the schemes and
services.
Interretat+on
Ma4ority of customers are not satisfied by brochers 8forms provided by KMB
because it does not mention the information regarding different schemes available to different
segments of customers.
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TIME ,OR OPEN AN ACCOUNT
Table 4.7
ResonseNo. of
PercentageReson!ents
Strongly agree +& +&
Some what agree !( !(
1isagree '& '&
Strongly disagree '* '*
2eutral ( (
Total '** '**
Percentage
*
+$
+*
!$
!*
'$
'*
$
*
Strongly agree
Some what agree
1isagree
Strongly disagree
2eutral
C"art No #.0
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Inference
The above table reveals that +&- of the respondents strongly agrees that the time
taen by KMB to open an account was satisfying. !(- of the respondents some what agree to
this. 0hile '&- of the respondents disagrees to this, while '*- of them strongly disagrees.
%emaining (- of them that they did not have such satisfaction.
Interretat+on
Ma4ority of respondents are satisfying by account opening time of KMB this will
show that Ban employees are so responsive towards customer to deliver a ;uality service.
A%ARENESS AOUT THE USE O, MOILE AN'IN) ,ACILITY
Table 4.8
ResonseNo. of
Percentagereson!ents
Strongly!( !(
agree
Some what+* +*
agree
1isagree !+ !+
Strongly'! '!
disagree
2eutral & &
Total '** '**
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Percentag
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Strongly agree
+*
Some what agree
!$
1isagree
Strongly disagree
!* 2eutral
'$
'*
$
*
C"art No #.1
Inference
From the above table it can be seen that !(- of the respondents strongly agrees
that they are aware of using mobile baning facility. +*- of them some what agree. 0hile !+-
of the respondents disagree this '!- of the respondents strongly disagrees, remaining &- neutral
this that they do not have such awareness
Interretat+on
Ban should promote Mobile Baning Facility to its customers by
conducting various promotional programmes inside the bans
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Perce
ntage
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Strongly agree
.*
Some what agree
+$1isagree
+*Strongly disagree
!$2eutral
!*
'$
'*
$
*
C"art No #.$3Inference
From the above table it can be seen that &- of the respondents strongly agrees
that they are satisfied with the baning time of KMB. +(- of them are some what agrees. 0hile
!$- of the respondents disagrees this, +*- of them strongly disagree this.
Interretat+on
Ma4ority of respondents are not satisfying with current baning time of KMB,so ban should open its branches from : am to ( pm and also open more counters during rush
hours.
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)ENERAL EHAVIOR O, ,RONT LINE STA,,
Table 4.11
ResonseNo. of
Percentagereson!ents
Strongly agree .! .!
Some what agree '! '!
1isagree +! +!
Strongly disagree $ $
2eutral * :
Total '** '**
Percentage
$
*
+$
+*
!$
!*
'$
'*
$
*
Strongly agree
Some what agree
1isagree
Strongly disagree
2eutral
C"art No #.$$
Inference
t can be seen from the above table that strongly agrees
that the general behaviour of front line staff in KMB was good. !'- of
the respondents some what agrees that it was good. 0hile +!- of them
disagrees and according to them it was not good, only $- of the
respondents strongly disagrees this.
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Interretat+on
/nly !- of customers are satisfied with 6eneral Behavior of Front 5ine Staff of
KMB , ma4ority of customers are not satisfied because Front 5ine Staff has managed many
customers at a time, Since it is main branch lot of wal
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C"art No #.$*
Inferencet can be seen from the above table that '- of the respondents strongly agrees
that whenever they approached the staff with a question they respond properly. +&- of the
respondents somewhat agree this, while !*- of the respondents disagree this, remaining !&- of
them strongly disagree this.
Interretat+on
Most of customers are not satisfied with ban=s customer=s enquiry, so KMBshould give proper nowledge 8 awareness to their staff regarding their products 8 services so
they can give sufficient clarification for all quarries that arise from customers.
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SU))ESTIONS ,OR IMPROVIN) 5UALITY O, SERVICES
Table 4.13
Suggest+on No. of reson!ents Percentage
Minimi>ation of* *
service time
Better customer care ": ":
Better communication!' !'
of product detail
Modern technology '* '*
Total '** '**
Percentage
(*
"*
$*
*
+*
!*
'*
*
Minimi>ation of service time
Better customer care
Better communication of productdetail
Modern technology
C"art No #.$-
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Inference
t can be seen from the above table that according to ":- of the respondents better
customer care is the suggestion for improving quality of services. 3ccording to !'- of the
respondents better communication of product detail is the suggestion. 3ccording to '*- of them
modern technology is the suggestion. 2one of the respondents put forward the suggestion of
minimi>ation of service time.
Interretat+on
Most of respondents are demanded that KMB Should better its customer care in
order to attain the customer with more pleasing nature, willing to help them etc.
DEPOSITS AND ADVANCES SCHEMES O, 'M
Table 4.14
ResonseNo. of
Percentagereson!ents
Strongly agree +( +(
Some what agree !$ !$
1isagree '" '"
Strongly disagree '' ''
2eutral + ''
Total '** '**
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Percentag
e
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Strongly agree
.*Some what agree
+$1isagree
+*Strongly disagree
!$ 2eutral
!*
'$
'*
$
*
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C"art No #.$#
Inference
The above table shows that +(- of the respondents strongly agrees that thedeposits and advance schemes provided by KMB is satisfying. !$- of the respondents some
what agrees to this. 0hile '"- disagree this, ''- strongly disagree and remaining +- neutral
this.
Interretat+on
Ma4ority of customers are satisfied with 1eposit 8 3dvance schemes of
ban. t will help the ban to establish new leads 8 to have new customers with reference totheir e9isting customers.
MISTA'ES MADE Y STA,, O, 'M
Table 4.15
Resonse No. of reson!ents Percentage
Strongly agree '$ '$
Some what agree !! !!
1isagree " ."
Strongly disagree '( '(
2eutral * *
Total '** '**
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Inference
3s from the above table it can be seen that '$- of the respondents strongly
agrees that the staff of KMB has made mistaes in their wor. !!- of the respondents somewhat
agree to this? 0hile "- of them disagree this. '(- of the respondents strongly disagree that
the staff of KMB did not maes any mistaes in their wor.
Interretat+on
"+- of customers are disagree the fact that KMB staff has done any mistaes
while in transaction, it show the ban providing e9cellent service to their customers in a
customi>ed manner to eep its customer 8 to survive in competitive baning environment.
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C"ater6
,+n!+ngs & Conc7us+ons
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The above chart gives a clear e9planation regarding the #ash Management infrastructure
provided by all the three sectors. The networ, technology and the corporate relationship services
provided by all the three sectors are highly sophisticated and good but the scalability, mareting
provided by the 7ublic sector is low in terms of the 7rivate and M2# sector. 3s well as the
services provided by the public sector is not fairly good and up to the standard. 3s #ash
management is constantly changing to meet the needs of the corporate treasurer. The challenge
for both corporation and provider is to eep up with developments, technology, changing
regulations and fitting these in with normal business. 3 changing regulatory environment, new
technology and mergers that e9pand the scope of traditional baning are redefining the
traditional treasury management paradigm for both bans and corporations. @lectronic commerce
is evolving far beyond simply ordering goods online or buyer
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The above #hart gives the e9planation of the S0/T analysis and the competition in the cash
management services in the maret. t tells about the products offered and the services it
provides.
I8ortance of Cas" Manage8ent for a Cororate Ent+t:
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For instance, availability of requisite bandwidth for nternet connection is still a problem faced
by various financial institutions. 0ith a highly technology savvy there are several e9citing new
opportunities for both user and provider in the cash management arena. #ash management
worldwide is constantly evolving to meet the needs of the corporate treasurer, tae advantage of
new technology and support customers as they move into new marets.
The challenge for both company and service provider is to eep up with developments in
technology and changing regulations and espouse them to their normal business. The ey to
success will be active partnerships between corporations and their providers as no one will be
able to eep up with all developments on their own.
Because of the mounting importance of fee
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ILIO)RAPHY
Internet> %e?s+tes
1. WWW.AMFIINDIA.COM
2. WWW.BSEINDIA.COM
3. WWW.YAHOO.FINANCE.COM
oo;s>
'< ntroduction to operation %esearch By )amdy3.Taha
!< ntroduction of operation %esearch By .K.Sharma
+< 5earning operation %esearch By S.K aiswal