Allahabad Bank

I

INTRODUCTION

ALLAHABAD BANK

I.1 ABOUT THE STUDY

Customer satisfaction: A business term, is a measure of how products and services supplied

by a company meet or surpass customer expectation. Customer satisfaction is defined as

"the number of customers, or percentage of total customers, whose reported experience

with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."

It is seen as a key performance indicator within business and is part of the four of a

Balanced Scorecard. In a competitive marketplace where businesses compete for

customers, customer satisfaction is seen as a key differentiator and increasingly has

become a key element of business strategy.

Within organizations, customer satisfaction ratings can have powerful effects. They focus

employees on the importance of fulfilling customers’ expectations. Furthermore, when

these ratings dip, they warn of problems that can affect sales and profitability. These

metrics quantify an important dynamic. When a brand has loyal customers, it gains positive

word-of-mouth marketing, which is both free and highly effective.

In researching satisfaction, firms generally ask customers whether their product or service

has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.

When customers have high expectations and the reality falls short, they will be

disappointed and will likely rate their experience as less than satisfying. For this reason, a

luxury resort, for example, might receive a lower satisfaction rating than a budget motel—

even though its facilities and service would be deemed superior in “absolute” terms.

The importance of customer satisfaction diminishes when a firm has increased bargaining

power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an

industry that is an oligopoly, where only a few suppliers of a certain product or service

exist. As such, many cell phone plan contracts have a lot of fine print with provisions that

they would never get away if there were, say, a hundred cell phone plan providers, because

ALLAHABAD BANK

customer satisfaction would be way too low, and customers would easily have the option of

leaving for a better contract offer.

c. Some customers get highly impressed with the overall behavior of supplier. Soft spoken and well mannered executive is always a positive gain for the supplier to get the customers emotionally attached with him. This behavior could also include provision of spontaneous responses in an efficient way. All these aspects can increase customer

loyalty to much higher levels.

ALLAHABAD BANK

1.2 STATEMENT OF PROBLEM

Problem Statement:

The management of ALLAHABAD Bank desires to know about the satisfaction of their

customers related to various banking products provided by ALLAHABAD Bank and also it

wants to know the attitude, image and motivation of customers towards banking services

provided by them.

I.3 Objective Of The Study

To study the consumer opinion about the service.

to know the satisfaction level of the customer

To find out customer segment.

To know customer experience at ALLAHABAD Bank.

To study the satisfaction level and trust towards ALLAHABAD Bank.

To study causes of customer dissatisfaction & suggest remedial measure.

ALLAHABAD BANK

I.4 Scope Of The Study

The project was undertaken to know the satisfaction of the customers towards the organization.

The project helped in gaining an insight into how the organizations can increase and provide

more facilities and services to increase their customers satisfaction which would help them in

achieving the targets set by them.

For this, efforts were taken to interact with the customers of the organization. Efforts were made

to take all variables in picture and not to leave out any. This helped us a lot to know about the

different views of the customers towards the organization and also to get a chance to improve all

the negative views of the customers.

ALLAHABAD BANK

II

PROFILE OF

ORGANIZATION

ALLAHABAD BANK

II.1 COMPANY PROFILE

Allahabad Bank is an India-based bank. The Bank’s products include deposit products, which include Flexi-Fix Deposit, Rs. 5 Banking, All Bank Tax Benefit Term Deposit Scheme, AllBank Premium SB Account, AllBank Mahila Sanchay Account, AllBank Vikash SB Account, AllBank Premium Current Account, Current Plus Deposit Scheme and Sishu Mangal Deposit Scheme; Retail credit products, which include housing loan, education loan, car loan, saral loan, personal loan for pensioners, personal loan for doctors, Loan against NSC/KVP, Allbank rent loan, Allbank property scheme, All furnishing loan, gold loan scheme, All Bank Mobike Scheme, AllBank Abhushan Scheme and AllBank Trade Scheme, and other credit products, including Kisan Credit Card, Kisan Shakti Yojana and AllBank-Expo. The Company’s other services include All Ayushman Bima Yojana, Cash Management Services, Depository Services, real time gross settlement (RTGS), National Electronic Funds Transfer (NEFT) and online payments.

II.2 Vision and Mission

Vision:

To put the Bank on a higher growth path by building a Strong Customer-base through Talent Management, induction of State-of-the-art Technology and through Structural Re-organization.

Mission:

To ensure anywhere and anytime banking for the customer with latest state-of-the-art

technology and by developing effective customer centric relationship and to emerge as a

world-class service provider through efficient utilization of Human Resources and

product innovation.

ALLAHABAD BANK

II.3 History Of Organization

Nineteenth Century

The Oldest Joint Stock Bank of the Country, Allahabad Bank was founded on April 24, 1865 by

a group of Europeans at Allahabad. At that juncture Organized Industry, Trade and Banking

started taking shape in India. Thus, the History of the Bank spread over three Centuries -

Nineteenth, Twentieth and Twenty-First.

April 24, 1865's The Bank was founded at the confluence city of Allahabad by a

group of Europeans.

1890's

Twentieth Century

1920's The Bank became a part of P & O Banking Corporation's group with a bid price

of Rs..436 per share,

1923 The Head Office of the Bank shifted to Calcutta on Business considerations.

July 19, 1969 Nationalized along with 13 other banks, Branches - 151 Deposits - Rs.119

crores, Advances - Rs.82 crores.

October, 1989 United Industrial Bank Ltd. merged with Allahabad Bank.

1991 Instituted AllBank Finance Ltd., a wholly owned subsidiary for Merchant

Banking.

Twenty-First Century

ALLAHABAD BANK

October, 2002 The Bank came out with Initial Public Offer (IPO), of 10 crores

share of face value Rs.10 each, reducing Government

shareholding to 71.16%.

April, 2005 Follow on Public Offer (FPO) of 10 crores equity shares of face

value Rs.10 each with a premium of Rs.72, reducing Government

shareholding to 55.23%.

June, 2006 The Bank Transcended beyond the National Boundary, opening

Representative Office at Shenzen, China.

Oct, 2006 Rolled out first Branch under CBS.

February, 2007 The Bank opened its first overseas branch at Hong Kong.

March 2007 Bank's business crossed Rs.1,00,000 crores mark.

II.4 PROGRESS OF ALLAHABAD BANK

Allahabad Bank is one of the premier nationalized banks in India. It is also the oldest joint stock

bank of India. It was incorporated by a group of Europeans at Allahabad on April 24, 1865. It

was the time Indian economy had started shifting towards organized trade and business affairs.

After some years in 1920, the P&O Bank brought Allahabad Bank and its headquarters at

Kolkata. The Allahabad bank got an entirely new identity when it was nationalized in 1969 along

with 13 other banks in India. Since then the Allahabad Bank had a smooth journey towards

progress. Today it is one of the leading banks in India with a whooping business of over

ALLAHABAD BANK

Rs.1, 00,000 crores.

Branches and Business

Allahabad has adopted CBS (Core Banking Service) since 2006 and has developed 24 hours connectivity with its 2165 branches across the length and breath of the country. In 143 years of it existence the bank has come a long way by developing a wide grip over all the corners of India. At present the Allahabad Bank has 44 Zonal Offices 6 Staff Training Colleges and 3 Staff Training centers for imparting training centers in India.

Apart from general branches, the bank has also come up with specialized branches, like Industrial Finance Branches, International Branches, Finance Branches, Recovery Branches, NRI Branches Specialized Personal Banking Branches, Specialized Savings Bank Branches, Quick Collection Service Branches, Trading Finance Branches and Service Branches in many major cities of India.

The businesses of the bank are thriving successfully. In the end of March 2007, the Allahabad Bank crosses a land mark of Rs.1, 00,000 crores. The bank's business also registered a 6.90% growth during April-Sept 2007, when its business increased up to Rs.1, 08,458 crores from Rs.1, 01,458 crores in merely 5 months. On Year-on-Year basis, the business of the bank has grown at a rate of 19.87%. The bank also registered an immense growth in total deposit record when its business went up to Rs.65,896 at end of September 2007 crores from Rs.54,006 crore in September 2006.

ALLAHABAD BANK

II.5 MILESTONE OF ALLAHABAD BANK

Present Status

At present, the Bank has 2260 branches and 44 Zonal Offices, 6 Staff Training Colleges ( including one for technology) and 4 staff training centers for imparting training and upgradation of knowledge base of human resources. A number of Bank’s branches and offices are housed in the Bank’s owned premises situated at prime locations in major cities of the country.

2002

In 2002, the Bank came out with its first initial public offering of shares which resulted in the reduction of the government’s shareholding in the Bank and in 2005 the Bank came out with its follow-on Public Offer of ten crore equity shares of Rs.10/- each at a price of Rs.82/- per share. The issue was oversubscribed by more than 9 times reducing the Govt. shareholding to 55.23%

1989

United Industrial Bank Limited was amalgamated into Allahabad Bank.

II.6 Product’s and Service’s

Deposit Products

Diamond Jubilee Deposit Scheme

Rs. 5 Banking

Gold Deposit

Flexi-fix Deposit

Retail Credit Products

All Bank Housing Finance Scheme

Personal Loan Scheme for Pensioners

ALLAHABAD BANK

All Bank Property Loan

All Bank Saral Loan Scheme

All Bank Educational Loan Scheme

Overdraft Facility in Savings Bank Account

Personal Loan Scheme for Doctors/ Medical Practitioners

Loan against NSC/ KVP

All Bank Mobike Scheme

All Bank Rent Loan

AllBank Gyan Dipika Scheme

All Bank Car Finance Scheme

AllBank Pilot Training Loan Scheme

All Bank Furnishing Loan

All Bank Gold Loan Scheme

AllBank Reverse Mortgage Scheme

All Bank Abhusan Scheme

All Bank Trade Scheme

Other Credit Products

Kisan Credit Card

Kisan Shakti Yojana

AllBank-Expo

ALLAHABAD BANK

Services

All Ayushman Bima Yojana

Cash Management Services

Depository Services

Visa Cum Debit Card Services

Real Time Gross Settlement

National Electronic Funds Transfer

Gold Card Scheme For Exporters

Charter for MSME's

Government Business

Regional MSME care centres

ALLAHABAD BANK

III

RESEARCH

METHDOLOGY

III.1 CONCEPT METHDOLOGY

The Marketing Mix

The major marketing management decisions can be classified in one of the following four categories:

Product Price Place (distribution) Promotion

ALLAHABAD BANK

These variables are known as the marketing mix or the 4 P's of marketing. They are the variables that marketing managers can control in order to best satisfy customers in the target market. The marketing mix is portrayed in the following diagram:

1- Product

The product is the physical product or service offered to the consumer. In the case of physical products, it also refers to any services or conveniences that are part of the offering.

Product decisions include aspects such as function, appearance, packaging, service, warranty, etc.

2- Price

Pricing decisions should take into account profit margins and the probable pricing response of competitors. Pricing includes not only the list price, but also discounts, financing, and other options such as leasing.

The Marketing Mix

Product

Place

ALLAHABAD BANK

TargetMarket

Price

Promotion

The firm attempts to generate a positive response in the target market by blending these four marketing mix variables in an optimal manner.

3- Place

Place (or placement) decisions are those associated with channels of distribution that serve as the means for getting the product to the target customers. The distribution system performs transactional, logistical, and facilitating functions.

4- Promotion

Promotion decisions are those related to communicating and selling to potential consumers. Since these costs can be large in proportion to the product price, a break-even analysis should be performed when making promotion decisions. It is useful to know the value of a customer in order to determine whether additional customers are worth the cost of acquiring them.

Promotion decisions involve advertising, public relations, media types, etc

III.2 SOURCES OF DATA

III.2.1 PRIMARY DATA:

To collect primary data from Retailer’s Questionnaires were used. Questionnaire was

prepared very carefully so that it may prove to be effective in collecting the right

information which fulfills my study.

ALLAHABAD BANK

III.2.2 TOOLS AND FOR COLLECTING PRIMARY DATA

A. OBSERVATION METHOD :

I observed the people, customers in the organization and this helped me to get the overall view of

the satisafaction of the customers towards the organization. By this method I collected a lot of

information for my study and thus I could draw some good conclusions.

B. QUESTIONNAIRE METHOD:

The major motive of taking this method was that it covers large population at a time. One can

have direct contact with the respondents. The questionnaire were distributed to the customers

taking sample size 50. The questionnaire was prepared with both closed multiple choice

questions and open ended questions for suggestion. This questionnaire was used to take personal

interview of the customers.

Sample Size: 50 Types of question: Close Ended and Open Ended questions

C. INTERVIEW METHOD

In interview method separate questionnaire was prepared for the customers and have been

interviewed regarding various things taking place in the organization.

III.2.3 SECONDARY DATA:

Secondary data collected from different website. This secondary data formed the

conceptual background for the project. This secondary data was compared with the primary

data collected in area.

III.2.4 TOOLS AND TECHNIQUES OF SECONDARY DATA

ALLAHABAD BANK

In most of the studies the investigator finds it impracticable to collect first hand information on

all related issues and as such he/she makes use of the data collected by others. The secondary

data can be collected by the following procedures:

A. PUBLISHED SOURCES:

By way of examining historical and other records, literature.

B. UNPUBLISHED SOURCES:

If data available in secondary sources are Reliable, suitable and adequate then one can use

secondary data for his/her study

RESEARCH INSTRUMENT:

The research instrument used in the project was Questionnaire to collect Primary information, it

provided flexibility by using more close ended and few open ended questions.

METHOD OF DATA COLLECTION:

Information was collected by personally contacting coustomers through interviews.

III.3 RESEARCH METHDOLOGY

RESEARCH PROCESS:

Research process consist of series of action or step necessary to effective carry out research and the desired sequencing of these steps.

RESEARCH DESIGN:

ALLAHABAD BANK

Research design is the plan, structure and strategy of investigation conceived so as to obtain answer to research question and to control variance.

The plan is an outline of the research scheme on which the researcher is to work. The structure of the research is a more specific outline or the scheme and the strategy shows how the research will be carried out, specifying the method to be used in the collection and analysis of data.

TYPE OF RESEARCH DESIGN:

Research designs have been classified by various authors in different ways. Different Types of research design have emerged on account of different perspective from which a research study can be viewed.however; a frequently used classification system is to group research designs.

1) Exploratory

2) Descriptive

3) Causal

Qualitative Research

Qualitative approach to research is concerned is concerned with subjective assessment of attitudes, opinion and behavior. Research in such a situation is a function of researcher’s insight and impression. Generally the techniques of focus group interviews, projective technique and depth interview is used.

ALLAHABAD BANK

Sample frame:

A Sample frame is a list that includes every member of the population from which a sample is to be taken.

Sample unit:

Sampling unit may be geographical one such as state district, village etc. or a construction unit such as house, flat etc., or it may be a social unit such as family, club, school etc., or it may be an individual.

Sample size:

Sample size refers to the number of items to be selected from the universe to constitute a sample. The size sample should neither be excessively large, nor too small. It should be optimum.

Sample design:

The way of selecting a sample is popularly known as sample design is a definite plan determined before any are actually collected for obtaining a sample from a given population. A brief mention of the important sample design is as follows.

1) Deliberate sampling:

Deliberate sampling is also known as purposive or non-probability sampling. This sampling method involves deliberate selection of particular units of the universe for constituting a sample which represent universe.

2) Simple random sampling:

This type of sampling is also known as chance sampling or probability sampling where each and every item in the population has an equal chance of inclusion in the sample and each one of the possible samples, in case of finite universe, has the same probability of being selected.

3) Systematic sampling:

ALLAHABAD BANK

In some instance the most practical way of sampling is to every 15 th name on a list, every 10th house on one side of a street and so on.

4) Stratified sampling:

In this technique, the population is stratified into number of non-overpopulation sub population or strata and sample item are selected from each stratum.

5) Cluster sampling:

Cluster sampling involves grouping the population and then selecting the group of cluster rather than individual elements for inclusion in the sample.

III.4 The research methodology applied for this project is as follows:

Research design

There are different types of research out of which descriptive research type is used in this project.

Research approach

ALLAHABAD BANK

There are two basic approaches, quantitative approach and the qualitative approach. In this project quantitative research is used.

Sample unit

Sample unit used in this project is people who are accessing A/C in ALLAHABAD bank specific area of Pune city.

Sample size

Sample size is 50.

Sample design

I am using Systematic sampling for this project.

Primary Data Primary Data collected through questionnaires

Secondary Data

Secondary Data collected through Published Source like news paper, company site etc.

III.5 Limitations Of The Study

The customers study was conducted only in Pune city. The results therefore are confined

to this area only and need not necessarily be applicable to other areas.

The sample size of the customers was small, so it was not able to convey the attitude of

customers.

ALLAHABAD BANK

Respondents might have some biased views and this could have affected the findings to a

certain extent.

In the questionnaire, questions are very limited, because it is very difficult to get the

information from the busy officials.

Services blueprints are prepared from my side with the help of higher authorities and

suggestions given are looking from my perspective.

Suggestions given are only for the betterment of the bank and for better serving of the

customer.

Suggestions also given by customers are considered which may or may not be biased.

ALLAHABAD BANK

IV

DATA ANALYSIS &

INTERPRETATION

DATA INTERPRETATION ARE AS FOLLOWS:-

Name of the Bank : ALLAHABAD BANK

Branch :

I. PERSONAL DETAILS:

ALLAHABAD BANK

1. Name of the Respondent:

2. Gender :

a) Male b. Female

80%

20%

12

During the survey 80% of the total respondents were male and 20% were female.

3. Age :

a) Below 20

b) From 21 years to 35 years

c) From 36 years to 50 years

d) From 51 years to 60 years

e) 60 and above

Particulars No. Of Respondents Percentage

ALLAHABAD BANK


Male 40 80%

Female 10 20%

Below 20 0 00%

From 21 to 35 years 20 40%



60 and above 10 20%

40%

30%

10%

20%

Sales

1st Qtr2nd Qtr3rd Qtr4th Qtr

During the survey out of total respondents 40% of the people were of age between 21 to

35years, 30% were of 36 to 50years, 10% were of age between 51 to 60years and rest

20% were of 60 and above.

1. OTHER DETAILS REGARDING BANKING

ALLAHABAD BANK

i. Are you using ATM?

i. Yes

ii. No


Yes 45 90%

No 5 10%

100%

Sales

1st Qtr2nd Qtr

Out of total respondents surveys 100% replied yes to the question that they are using the

ATM facility provided by bank.

ALLAHABAD BANK

A. How frequent is your use?

a. Dailyb. Twice a weekc. Once in a weekd. Twice in a monthe. Once in a monthf. Only, at times of need


Daily 25 50%

Twice 15 30%

Once in a week 5 10%

Twice in a week 0 00%

Once in a month 5 10%

Only at times of need 0 00%

50%

30%

10% 10%

1234

ALLAHABAD BANK

Out of total respondents 50% of the respondents use ATM frequently whereas 30% uses

uses Atm twice, 10% once in a week and rest 10% once in a month.

B. Cash availability in ATM

a. Always available

b. Frequently available

c. Scarcely available

d. Not available

Particulars No. Of respondents Percentage

Always available 35 70%

Frequently available 15 30%

Scarcely available 0 00%

Not available 0 00%

ALLAHABAD BANK

70%

30%

12

Out of total respondents 70% said that the cash availability in the ATM is always

available whereas 30% of the respondents said that the cash is frequently available.

C. Do you find problems in handling ATM?

a. Yes

b. No

c. Cant say


Yes 0 00%

No 35 70%

Can’t say 15 30%

ALLAHABAD BANK

70%

30%

12

Out of total respondents 70% does’t find any problem in handling the ATM and 30% are

unaware of the problem.

D. Your opinion regarding the maintenance of ATM…

a. No maintenance

b. Well maintained

c. Negligible

d. Average


No maintenance 5 10%

Well maintained 35 70%

Negligible 0 00%

ALLAHABAD BANK

Average 10 20%

10%

70%

20%

123

70% of the respondents said that the ATM was well maintained, 20% said it was average

and 10% said there was no maintenance.

E. If bank provides ATM facility, would you like to use it?

a. Yes

b. No

c. Already using


Yes 15 30%

No 0 00%

Already using 35 70%

ALLAHABAD BANK

0.3

0.700000000000001

12

70% of the total respondents replied that they are already using the ATM service whereas

30% replied yes.

ii. Are you using Cheque Books?

i. Yesii. No


Yes 30 60%

No 20 40%

ALLAHABAD BANK

60%

40%

Sales

1st Qtr2nd Qtr

Out of total respondents 60% said they will use the cheque facility whereas 40% said no.

iii. Are you using e-banking?

i. Yes

ii. No

iii. Never heard about it.


Yes 30 60%

ALLAHABAD BANK

No 15 30%

Never heard 05 10%

60%

30%

10%

123

60% said yes they will use the e-banking facility, 30% said no and 10% said they have never heard about it.

V. Are you using Core Banking?

i. Yes

ii. No



ALLAHABAD BANK

Yes 10 20%

No 30 70%

Never heard 05 10%

20%

70%

10%

Sales

1st Qtr2nd Qtr3rd Qtr

20% of the respondents said they will use the core banking facility, 70% said no whereas 10% have never heard about it.

VI. Are you using Tele Banking?

a. Yes

b. No

c. Never heard about it.

ALLAHABAD BANK


Yes 15 30%

No 30 60%

Never heard 05 10%

30%

60%

10%

Sales


30% said that they will use the tele banking facility, 60% said no whereas 10% said they have never heard about it.

VII. If online payment of taxes facility is available, are you using it?

i. Yes

ii. No

ALLAHABAD BANK



Yes 20 40%

No 30 60%

Never heard 00 00%

40%

60%

Sales


40% respondents said they will use online taxes payment facility whereas rest 60% said no.

VIII. Do you know frequency of the interest given on your savings account?

a. Once in a year

ALLAHABAD BANK

b. Twice in a year

c. Quarterly

d. Monthly


Once in a year 20 40%

Twice in a year 15 30%

Quaterly 10 20%

Monthly 5 10%

40%

30%

20%

10%

1234

40% said once in a year, 30% said twicw in a year, 20% said quaterly and rest 10% said monthly.

1. Are you getting loan application easily?

a. Yes

ALLAHABAD BANK

b. No


Yes 35 70%

No 15 30%

70%

30%

12

70% said yes they get the loan form easily whereas 30% said no.

2. For loan application any director’s recommendation is required?

a. Yes

ALLAHABAD BANK

b. No


Yes 30 60%

No 20 40%

60%

40%

12

60% said yes directors recommendation is required for the loan application whereas 40% said no.

3. What do you feel about documentation of loan procedure?

ALLAHABAD BANK

a. Easy

b. Average

c. Complicated


Easy 10 20%

Average 25 50%

Complicated 15 30%

20%

50%

30%

123

20% said the documentation process for loan is easy, 50% said its average whereas 30% said its complicated.

4. After submitting the loan application how much time is required for sanctioning the loan?

a. Less than a month

ALLAHABAD BANK

b. Up to three months

c. Up to six months


Less than a month 5 10%

Upto three months 45 90%

Upto six months 00 00%

10%

90%

Sales


10% said that less than a month is required for sanctioning a loan whereas 90% said upto three months are required for the same.

ALLAHABAD BANK

5. Do you feel that the loan taken from bank is useful for your purpose?

a. Yes

b. No


Yes 45 90%

No 05 10%

90%

10%

12

90% said that the loan taken is useful for them and 10% said its not useful.

ALLAHABAD BANK

6. What is your opinion about recovery of loan?

a. Harsh

b. Not harsh


Harsh 15 30%

Not harsh 35 70%

30%

70%

12

30% said the recovery of loan is harsh whereas 70% said its not harsh.

ALLAHABAD BANK

7. Do you know how much amount is to be transferred towards shares?

a. Yes

b. No


Yes 10 20%

No 40 80%

20%

80%

12

20% said they know how much amount is to be transferred towards shares whereas 80%

said no.

ALLAHABAD BANK

8. Do you know the rate of dividend given on the share capital?

a. Yes

b. No


Yes 15 30%

No 35 70%

30%

70%

12

30% of the respondents know the rate of dividend given on the share capital whereas

70% doesn’t know.

ALLAHABAD BANK

9. Do you attend the annual general meeting of bank?

a. Yes

b. No

c. Some times


Yes 00 00%

No 35 70%

Sometimes 15 30%

70%

30%

12

70% of the respondents said no they don’t attend the annual general meeting whereas

30% of the respondents sometimes attend it.

ALLAHABAD BANK

10. Do you participate in bank election?

a. Yes

b. No

c. Some elections


Yes 05 10%

No 45 90%

Sometimes 00 00%

10%

90%

12

10% of the respondents said yes they attend the bank elections whereas 90% said no.

ALLAHABAD BANK

11. Are you satisfied by the functioning of the bank?

a. Yes

b. No


Yes 40 80%

No 10 20%

80%

20%

12

80% of the respondents said yes they are satisfied by the functioning of bank whereas

20% are not satisfied.

ALLAHABAD BANK

IV. OTHER DETAILS

CONSUMER’S BEHAVIOUR TOWARDS THE BANK

1. For how many years, you have been operating this account in this bank?

a. Less than an yearb. One to five yearsc. Five to ten yearsd. Ten years and above


Less than a year 15 30%

One to five years 20 40%

Five to ten years 10 20%

Ten years and above 05 10%

30%

40%

20%

10%

1234

Out of total respondents 30% are operating there account in this bank for less than a year,

40% for one to five years, 20% for five to ten years and 10% for ten years and above.

ALLAHABAD BANK

2. Reasons for choosing this bank

a. Near to residence/ officeb. Salary Accountc. Value added Facilities& Servicesd. Convenient Working Hourse. Good willf. No other optiong. Others


Near to residence/office 15 30%

Salary Account 05 10%

Value added facilities 10 20%

ConvenientWorkingHours 05 10%

Goodwill 10 20%

No other option 00 00%

Others 05 10%

30%

10%20%10%

20%

10%

123456

30% choosed this bank because its near to there residence or office, 10% due to their

salary account, 20% due to value added services, 10% due convenient working hours and

remaining 20% and 10% due to goodwill and others respectively.

ALLAHABAD BANK

3. How did you come to know about this bank?

a. Advertisement

b. Word of mouth

c. References

d. Others


Advertisement 15 30%

Word of mouth 10 20%

References 10 20%

Others 15 30%

30%

20%20%

30%

1234

30% respondents came to know about bank by advertisement, 20% through word of

mouth, 20% through references and 30% through other sources.

4. Do you feel comfortable in bank?

ALLAHABAD BANK

a. Yesb. Noc. Cannot say


Yes 40 80%

No 00 00%

Cannot say 10 20%

0.8

0.2

12

80% respondents said they feel comfortable in the bank and rest 20% are unaware about

it.

5. Do you find the counters are enough?

ALLAHABAD BANK

a. Not Enough

b. Enough

c. More than enough

d. Cannot say


Not enough 00 00%

Enough 35 70%

More than enough 10 20%

Cannot say 05 10%

70%

20%

10%

123

70% of respondents said there are enough counters in the bank, 20% said more than

enough and 10% are unaware of it.

6. Do you believe that bank has sufficient number of employees for serving customers?

ALLAHABAD BANK

a. Not Sufficient

b. Sufficient

c. More than Sufficient

d. Cannot say


Not sufficient 00 00%

Sufficient 30 60%

More than sufficient 10 20%

Cannot say 10 20%

60%20%

20%

123

60% respondents said that there are sufficient no. of employees in the bank, 20% said

there are more than sufficient and remaining 20% said that they are unaware of it.

7. As a customer, do you get enough time from the officials when you are in trouble?

ALLAHABAD BANK

a. Yes

b. No

c. Cannot say


Yes 35 70%

No 10 20%

Cannot say 05 10%

70%

20%

10%

123

70% of the total respondents said yes they get enough time from the officials when they

are in trouble, 20% said no and the remaining 10% are unaware of it.

8. Are you satisfied with the skills and experiences of the officials?

ALLAHABAD BANK

a. Less satisfied

b. Satisfied

c. More than Satisfied


Less satisfied 10 20%

Satisfied 35 70%

More than satisfied 05 10%

20%

70%

10%

123

20% respondents said they less satisfied with the skills and experiences of the officials,

70% said they are satisfied and the remaining 10% are more than satisfied.

9. Do you believe that the officials are rightly groomed or the bank is taking care of that?

ALLAHABAD BANK

a. Yes

b. No

c. Cannot say


Yes 45 90%

No 05 10%

Can’t say 00 00%

90%

10%

12

90% respondents said yes the officials are rightly groomed and the bank is taking care of

that and 10% said no.

10. Do you believe that the officials are highly disciplined in terms of their work, principles and commitments?

ALLAHABAD BANK

a. Yes

b. No

c. Cannot say


Yes 35 70%

No 00 00%

Can’t say 15 30%

0.700000000000001

0.3

12

70% of the respondents said yes the officials are highly disciplined in terms of their

work, principles and commitments and the remaining 30% are unaware of it.

11. How do you find the behaviour of Bank employees?a. Polite

b. Arrogant

ALLAHABAD BANK

c. Cooperative

d. Average

e. AttentiveParticulars No. Of Respondents Percentage

Polite 10 20%

Arrogant 00 00%

Cooperative 05 10%

Average 35 70%

Attentive 00 00%

0.2

0.1

0.700000000000001

123

20% of the respondents said that the employees of the bank are polite, 10% said they are

cooperative, and the remaining 70% said they are average.

12. How much time is taken for the transactions by the employees to provide you service in peak hours?

a. Within five minutesb. Five to ten minutes

ALLAHABAD BANK

c. Ten to fifteen minutesd. Fifteen to twenty minutese. Twenty minutes and above


Within five minutes 05 10%

Five to ten minutes 35 70%

Ten to fifteen minutes 10 20%

Fifteen to twenty minutes 00 00%

Twenty minutes and above 00 00%

10%

70%

20%

123

10% of respondents said that within five minutes the problem of the customers are solved

by the employees, 70% said five to ten minutes and the remaining 20% said ten to fifteen

minutes.

13. Are your suggestions/ complaints entertained by the bank authorities?

a. Always

ALLAHABAD BANK

b. Never

c. Seldom

d. Never felt the need


Always 25 50%

Never 00 00%

Seldom 25 50%

Never felt the need 00 00%

0.50.512

50% of the respondents said that there suggestion and complaints are always entertained

by the employees and the remaining 50% said seldom.

14. Do you get free access to the Higher Authorities, if required/ demanded

ALLAHABAD BANK

a. Always

b. Never

c. Seldom

d. Never felt the need


Always 10 20%

Never 00 00%

Seldom 25 50%

Never felt the need 15 30%

0.2

0.5

0.3

123

20% of the respondents said they always get the free access to their higher authorities,

50% said seldom and the remaining 30% said never felt the need.

15. Do you find enough notices meant for the benefit of the customers, frequently put up on the notice board?

ALLAHABAD BANK

a. Yes

b. No

c. Cant say


Yes 20 40%

No 10 20%

Can’t say 20 40%

40%

20%

40%

123

40% of the respondent said yes enough notices are put on the notice board, 20% said no

and the remaining 40% are unaware about it.

16. How do you rate the ambience of the bank?

a. Excellent

ALLAHABAD BANK

b. Comfortable

c. Average

d. Below average

e. Poor


Excellent 20 40%

Comfortable 20 40%

Average 10 20%

Below average 00 00%

Poor 00 00%

40%

40%

20%

123

40% of the respondent said the ambience of the bank was execellent, 40% said

comfortable and the remaining 20% said average .

17. You find any special facility given to senior citizens?

a. Yes

ALLAHABAD BANK

b. No

c. Cant say


Yes 35 70%

No 05 10%

Can’t say 10 20%

70%

10%

20%

123

70% of the respondents said yes special facility is given to senior citizen, 10% said no

and the remaining 20% are unaware of it.

18. Do you have an account in other banks?

a. Yes

ALLAHABAD BANK

b. No


Yes 50 100%

NO 00 00%

100%

12

100% of the respondents said yes they do have accounts in other bank.

19. Do you feel the difference in between other bank and this bank?

a. Yes

ALLAHABAD BANK

b. No


Yes 35 70%

No 15 30%

70%

30%

12

70% of the respondents do feel the difference between other banks and this bank and

remaining 30% said no.

20. If any nationalized or foreign bank opens near your bank, will you shift to it?

a. Yes

ALLAHABAD BANK

b. No


Yes 20 40%

No 30 60%

40%

60%

12

40% of the respondents said yes that they will shift to other foreign or nationalized bank

whereas 60% said no.

21. Due to introduction of new techniques do you feel that there is a improvement in services?

ALLAHABAD BANK

a. Yes

b. No

c. Cant say


Yes 45 90%

No 00 00%

Can’t say 05 10%

0.9

0.1

12

90% of the total respondents said yes that there is improvement in the services of the

bank due to the introduction of new techniques whereas the remaining 10% said no.

ALLAHABAD BANK

V. FINDINGS, CONCLUSION AND

SUGGESTION

V.1 FINDINGS

When I went in the company I found that the employees were highly skilled and the co-ordination between different levels was excellent with high levels of communication.

ALLAHABAD BANK

The employees working within the organization also communicate well with the customer and treated customer well. As it’s a saying that customers are the king, the employees within the organization gave the same priority to their customers. The problems were quickly attended by the customers and fluent working of the employees also reduced the queue at the counters. The employees were behaved and due to providing the priority to the customers the customers were also satisfied with the working of the employees. The infrastructure of the organization was also good providing with waiting area which is also known as customer lounge for the customers, where they can also have coffee etc. for their refreshment. The organization also set up the token counter so that the customer can take their tokens provided by the organization according to their problems which also provided ease for the customers.

V.2 CONCLUSION

Maximum customers were satisfied with the employees and the organization whereas

sum of the customers were not satisfied as there work to be done took some time.

Most of the modern techniques introduced by the organization were not made aware to

the customers.

Customers were satisfied with the behavior of the employees working within the

organization and were also satisfied with the infrastructures and equipments provided by

the organization

Customers also found that there was less queue on the counters due to the instant

assistant provided by the employees to the customers.

V.3 SUGGESTION

The suggestions given by me for the betterment of the organization are as follows:

They can increase their branches a little more so that customer can easily get to it.

ALLAHABAD BANK

A proper layout of the service should be displayed so that it can reach to the customers

who are not aware of it.

They should also increase a little bit of counters so that it saves time of the customers.

They should also decrease their charges on demand draft, which is higher in comparisons

with other banks

ALLAHABAD BANK

BIBLIOGRAPHY

http://www.allahabadbank.com/

http://en.wikipedia.org/wiki/Allahabad_Bank

ALLAHABAD BANK

http://en.wikipedia.org/wiki/Allahabad_Bank

http://www.allahabadbank.com/

http://www.google.co.in/

ANNEXURE

Name of the Bank :

Branch :

A-PERSONAL DETAILS

ALLAHABAD BANK

http://www.google.co.in/

Name of the Respondent :

1. Genderf) Male g) Female

2. Ageh) Below 20 i) From 21 years to 35 years j) From 36 years to 50 years k) From 51 years to 60 years l) 60 and above

3. Marital Statusm) Married n) Unmarried

4. Educationa) Illiterate b) Less than S.S.C. c) S.S.C. d) H.S.C. e) Graduation f) P.G. g) P.G. and above

5. Occupationa. Salaried b. Self- employed / Professional c. Business d. Student e. Retired f. Agriculture and allied g. Homemaker

6. If self- employed / professionala. Medical and allied b. Architect c. Cost Accountant d. Scientist e. Author/ Writer f. Lawyer g. Engineer h. Chartered Accountant i. Other

ALLAHABAD BANK

7. Monthly Incomea. Below Rs.5000/- b. Rs. 5000/- to Rs. 10000/- c. Rs. 10001/- to Rs. 20000/- d. Rs. 20001/- to Rs. 30000/- e. Rs. 30001/- to Rs. 40000/- f. Rs. 40000/- and above

B- CUSTOMER – AS A DEPOSITOR

1. Which type of account you have in bank?a. Savings b. Current c. Recurring Deposit d. Fixed Deposit e. Others

2. For how many years, you have been operating this account in this bank?e. Less than an year f. One to five years g. Five to ten years h. Ten years and above

3. Reasons for choosing this bankh. Near to residence/ office i. Salary Account j. Value added Facilities& Services k. Convenient Working Hours l. Good will m. No other option n. Others

4. How did you come to know about this bank?e. Advertisement f. Word of mouth g. References h. Others

5. Other Facilities Provided By ALLAHABAD Banka. Facility available and your awareness regarding the samePlease tick ( ) the facilities available in the bank.

ALLAHABAD BANK

II. ATM III. Cheque Books IV. E – Banking V. I-banking VI. Core Banking VII. Locker VIII. Tele Banking IX. Pick and Drop Facility X. Online payment of taxes XI. None of the above XII. Other than above. (Please mention _________________________)

6. Are you using ATM facility?a. Yes b. No

7. How frequent is your use?

a. Daily b. Twice a week c. Once in a week d. Once in a month e. Only at time of need

8. Does the bank charge you anything extra for Cheque Books?

a. Yes b. No c. Don’t know

9. Are you satisfied with the service charges that the bank collects from you as compared to the other banks of the locality?

a. Unsatisfied b. Less Satisfied c. Satisfied d. More then Satisfied

10. Are you using e-banking facility?

ALLAHABAD BANK

a. Yes

b. No

c. Don’t know

11. Are you using Core Banking?

a. Yes b. No c. Never heard about it.

12. Are you satisfied with the core banking facility?

a. Yes

b. No

13. Are you using Tele Banking?

d. Yes e. No f. Never heard about it.

14. Do you know frequency of the interest given on your savings account?

e. Once in a year f. Twice in a year g. Quarterly h. Monthly

ALLAHABAD BANK

15. What is your opinion about recovery of loan?

c. Harsh d. Not harsh

16. If loan is not refunded in time, what type of action taken by bank?

a. Monitory b. Non-monitory

17. Do you know how much amount is to be transferred towards shares?

c. Yes d. No

18. Do you know the rate of dividend given on the share capital?

c. Yes d. No

19. Are you satisfy about the functioning of the bank?

c. Yes d. No

20. Do you feel comfortable in bank?d. Yes e. No f. Cannot say

21. Do you find the counters are enough?

e. Not Enough f. Enough g. More than enough h. Cannot say

22. Are you satisfied with the skills and experiences of the officials?d. Less satisfied e. Satisfied

ALLAHABAD BANK

f. More than Satisfied

23. Do you believe that the officials are highly disciplined in terms of in the terms of their work, principles and commitments?d. Yes e. No f. Cannot say

24. How do you find the behavior of Bank employees?f. Polite g. Arrogant h. Cooperative i. Average j. Attentive f. Twenty minutes and above

25. Are your suggestions/ complaints entertained by the bank authorities?e. Always f. Never g. Seldom h. Never felt the need

26. Do you get free access to the Higher Authorities, if required/ demanded?e. Always f. Never g. Seldom h. Never felt the need

27. How do you rate the ambience of the bank?f. Excellent g. Comfortable h. Average i. Below average j. Poor

28. If any new facility is launched in the bank, how do the officials communicate to you?

ALLAHABAD BANK

a. Personally b. Letters c. Emails d. Phone/ SMS e. Displays f. Notification / Advertisements in Newspapers g. Don’t communicate

29. Do you find any special facility given to senior citizens?

d. Yes e. No

ALLAHABAD BANK

Allahabad Bank

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