Customer Satisfaction of Rajkot Dist Coop Bank
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Transcript of Customer Satisfaction of Rajkot Dist Coop Bank
PROJECT REPORT
ON
“CUSTOMER SATISFACTION SURVEY WITH REFERENCE TO
RAJKOT DISTRICT CO-OPERATIVE BANK LTD.
SUBMITTED BY: GUIDED BY:
1.
HEAD OFFICE
SHREE RAJKOT DISTRICTCO-OPERATIVE BANK
RAJKOT
DECLARATION
2.
The objective of the training undertaken is to get specialized knowledge in the specialized
field, which further sharpen the skill and add practicality in the specialization.
This work has not been previously submitted to any other university for any other
examination
DATE: SIGNATURE (student)
PLACE:
I,____________________ Student of ________________hereby declare that the project
work presented in this report is my contribution and has been carried out under
supervision of Professor _________________________ of
___________________________________
3.
CERTIFICATE
This is to certify that Mr. _____________________ has satisfactorily completed the project
work entitled “Customer Satisfaction survey with reference to Rajkot Dist. Cooperative
Bank” Based on the declaration made by the candidate and my association as a guide for
carrying out this work, I recommended this project report for evaluation as a part of the MBA
program of _____________________.
Place: __ _______________
Date: (Prof. ____________)
4.
PREFACE
I know that training is for the development and enhancement of the knowledge in particular
field. It can never be possible to make a mark in today’s competitive era only with theoretical
knowledge when industries are developing at global level, practical knowledge of
administration and management of business is very important. Hence, practical study is of
great importance to M.B.A. student.
With a view to expand the boundaries of thinking, I have undergone training at RAJKOT
DISTRICT CO-OPERATIVE BANK LTD. I have made a deliberate to collect the required
information and fulfill training objective.
5.
ACKNOWLEDGEMENT
To acknowledge is very great way to show your gratitude towards the persons who have
contributed in your success in one or other way.
I find words inadequate to express my gratitude to the company’s Deputy Branch Manager
Mr. R.V.PANARA for providing me an opportunity to carry out my training as such a well
reputed and leading banking company Shri Rajkot District Co-operative Bank Ltd.
At the very outset of the training I deem it is my pious duty to express my sincere thanks also
to company’s Branch Manager Mr. B.M.Sangani for his continuous guidance and supervision
and support during the training period.
I would like to thank PROF.______________________who has guided me for my project
work and provided encouragement through out my training period.
DATE: SIGNATURE (student)
PLACE:
6.
EXECUTIVE SUMMARY
“Experience is the best teacher”. This saying has played a said the industry visit as a
part of the curriculum of the MBA program. This visit & consequent report on the student
took practically visit the industry & study real Business area.
This practical training in the MBA program develops the feeling of awareness among
the students of management studies. Along with theoretical knowledge this training has
imparted the complete education of practical world, which is the value addition in our course.
To fulfill these objectives an industrial visit & project report have becomes an important
part of the MBA program. This is to have a practical out look of the managerial aspect &
witness the function of management in real business.
I have tried my best to meet the requirement by producing report that is highly
illustrative and clearly explaining concepts that I have learnt during the training period. I have
also paid enough attention to revising and refining the discussion of major concepts customer
satisfaction in RDCBank. This project really has enhanced my practical knowledge of the
different management areas, which will be very much fruitful for me in future.
DATE: SIGNATURE (student)
PLACE:
7.
CONTENT
Sr. No. Topic Page No.1 Introduction of Banking
Early history of banking 09The origin of word “Bank” 11Type of Bank 12
2 Introduction of Rajkot Dist. Co. Op. BankHighlights 16Board of Director 19Accomplishment of RDBC Bank 21Important designation 22Organization Chart 23SWOT Analysis 24Main fund inflow 25Fund Outflow 26Credit management 28Time wise bifurcation of advances 31Security wise bifurcation of advances 31Process of Credit 32
3 Research Methodology Problem statement and objective 40Sample design 41Research design 42
4 Data Interpretation &Analysis 43 5 Findings 766 Suggestion 787 Conclusion 798 Bibliography 809 Abbreviation 8110 Questionnaire 82
8.
9.
Chapter – 1 INTRODUCTION OF BANKING
EARLY HISTORY OF BANKING
As early as 2000 B.C., the Babylonians has developed a banking system. There is
evidence to show the temples of Babylon were used as banks. After a period of time, there
was a spread of irreligion, which soon destroyed the public sense of security in depositing
money and valuable in temples. The priests were longer acting as financial agents. The
Romans did minute regulations, as to conduct private banking and to create confidence in it.
Loan banks were also common in Rome. From these the poor citizens received loans without
paying interest, against security of land for 3 or 4 years.
During the early periods, although private individuals mostly did the banking business,
many countries established public banks either for the purpose of facilitating commerce or to
serve the government.
However, upon the revival of civilization, growing necessity forced the issued in the
middle of the 12th century and banks were established at Venice and Genoa. The Bank of
Venice established in 1157 is supposed to be the most ancient bank. Originally, it was not a
bank in the modern sense, during simply an office for the transfer of the public debt.
10.
Again the origin of modern banking may be traced to the money dealers in Florence,
who received money on deposit, and were lenders of money in the 14th century and also in
1349, the business of banking was carried on by drapers of Barcelona.
In India, as early as the Vedic Period, banking, in most crude from existed. The books
of Manu contain references regarding deposits, pledges, policy of loans, and rate of interest.
True, the banking in those days largely mint money lending and they did not know the
complicated mechanism of modern banking.
This is true not only in the case of India but also of other countries. Although, the
business of banking is as old as authentic history, banking institutions have since than
changed in character and content very much. They have developed from a few simple
operation involving the satisfaction of a few individual wants to the complicated mechanism
of modern banking, involving the satisfaction of capital slowly seeking employment and thus
providing the very life blood of commerce.
11.
THE ORIGIN OF WORD ‘BANK’
The word ‘Bank’ itself derived from the word ‘bancus’ or ‘banque’ that is a French. There
were others of the opinion that the word ‘Bank’ is originally derived from the German word
‘back’ meaning joint for which was Italianised into ‘banco’.
STATUS WISE BIFURCATION OF BANKS
Scheduled Banks.
Non-Scheduled Banks.
Scheduled Bank
In first schedule, Government of India notifies the Primary Banks, which are licensed and
whose demand and time liability are not less than 50 crores in 1987.
Government of India notifies the Primary banks, which are licensed and whose demand and
time liability are not less than 100 crores can only qualify to be included in the second
schedule since 1993.
A bank becomes scheduled when it fulfils the followings:’ A’ grade rating from RBI Demand
and Time Liability over 100 Crores
Satisfy the RBI guidelines related to CRR and SLR As per the norms Priority Sector wise
lending Benefits of Being a Scheduled co-operative are described below: RBI would provide
Rediscounting facility at nominal rate. RBI gives remittance facility at par. The demerit of
being a scheduled co-operative bank is that the bank will not get 0.5% subsidy from RBI.
12.
The conferment of scheduled status on the banks has certain advantages like refinance
facility, directly industrial finance from Reserve Bank of India, avail of Reserve Bank of India
Remittance facility scheme, accept deposits from local bodies, quasi-government
organization, religious, and charitable institutions, guarantees and cheques issued by Banks
are accepted by Government Departments. At the same time, it casts greater responsibility on
the banks in the maintenance of books of accounts and submission of returns.
Non-Scheduled Bank
The banks, which are not applicable as per the criteria of Scheduled Banks, are called as a
Non-scheduled Banks. These are very small banks.
TYPES OF BANKS
Reserve Bank of India
Nationalize Bank
State Bank Group
Co-operative Bank
Private Bank
Foreign Bank
RESERVE BANK OF INDIA
The Hilton-young commission, appointed in 1926 has recommended the necessity of centrally
empowered institution to have effective control over currency and financial transaction in the
country. Accordingly, the Government had then passed Reserve Bank of India Act, 1934 and
13.
established the Reserve Bank of India with effect from 1st April 1935. The principal aim
behind this was to organize proper control over the currency management in the interest of
country benefits and to maintain financial stability. With this, the RBI mainly looks after the
following important functions:
To keep effective control over creation of credits and currency supply
To control the Banking transactions of Central and State Governments
To act as Central administered Authority of all other Banks in the Country.
To organize control over Foreign Currency Transaction
To assist for improvement in financial aspects of the country
Nationalize Banks
The Banking Company Act establishes it in July 1969 by nationalization of 14 major banks of
India. The sent percent ownership of the bank is of government of India.
State Bank Group
The State Bank of India was established under the State Bank of India Act, 1955, the
subsidiary banks under the State Bank of India (subsidiary Banks) Act, 1959. The Reserve
Bank of India owns the State Bank of India, to a large extent, and rest of the part is some
private ownership in the share capital of State Bank of India. The State Bank of India owns
the subsidiary Banks.
14.
Old Private Banks
These banks are registered under Company Act, 1956. Basic difference between co-operative
banks and private banks is its aim. Co-operative banks work for its member and private banks
work for earn profit.
New Private Banks
These banks lead the market of Indian banking business in very short period, because of its
variety of services and approach to handle customer, also because of long working hours and
speed of services. This is also registered under the Company Act, 1956.
Foreign Banks
Foreign Bank means multi-countries bank. In case of India Foreign Banks are such Banks, which open
its branch office in India and their head office is outside of India.
Regional Rural Banks (RRB)
Regional Rural Banks are added in Indian Banking since October 1975. The Government of
India in terms of the provision of the Regional Rural Bank Act 1976 has established these
banks. The distinctive feature of Regional Rural Bank is that through it is a separate body
corporate with the Commercial Bank, which has sponsored the proposal to establish it. The
Central Government, while establishing a Regional Rural Bank at the request of a
Commercial Bank, shall specify the local limits within which it shall operate. The Regional
Rural Bank may establish its branches or agencies at any place within the notified area.
State Bank of Saurashtra sponsors Regional Rural Banks in Saurashtra.
15.
Co-operative Banks
State Co-operative Banks
State Co-operative Bank means the principal Co-operative society in the state. The primary
objective of which is the financing other co-operative societies in the state.
Central / District Co-operative Banks
Central / District co-operative Bank means the principal co-operative society in a district, the
primary objective of which is the financing of other co-operative in that particular district.
Primary / Urban Co-operative Banks
The primary objective of principal business of which the transaction is of banking business and paid
up share capital and reserve of which are not less than rupees 100,000 and bye-laws of which do
not permit admission of any other co-operative society as a member.
16.
Chapter – 2Rajkot Dist. Cooperative Bank
RDCB - The Small Man’s Big Bank
SHRI RAJKOT DISTRICT CO-OPERATIVE BANK LTD. RAJKOT
HIGHLIGHT
(As on 31/03/2010)
Bank was registered in1959 and has commenced working in 1960.
Bank is holding business license No. RPCD – AHM –5 –C DT 14/9/1994.
Bank having 131 branches in the district.
Bank having 67 its own Branch building including head office.
72 branches having its own Safe Deposit Lockers facilities (including H.O.)
Bank having 1000+ employees as on DT. 31/03/2010
All 127 Branches + Head office are fully computerized.
Last 32 years bank is obtaining Audit class “A”.
The total deposit Rs.889.53 crores, which consist 61.67% low cost deposit.
Bank having share capital of Rs.30.71 Crores, reserve fund and other fund Rs.140.90
crores.
Total investment is Rs.471.03 crores (with building furniture& computer).
Bank has obtained loans of 317.99 crores.
Total advances o/s are Rs.731/-crores.
Bank is earning profit since its beginning .As on 31st march, 2010 after enough
provisioning the net profit was of Rs.13.50 crores.
Bank is paying maximum dividend according to provision of the act, since last 15 years.
17.
Capital risk adequacy ratio s on 31-03-2010 is 11.72%.
Since last 30 year bank is maintaining first rank in Gujarat state for the recovery
performance. as on 30th June, 2010 recovery was 99.90%.
Rate of interest on deposit are between 5% to 9.00 %.
As on year ending 2010 there is non-performance Assets were Rs.18.16 crores thus gross
NPA 2.48% and net NPA is 0.39% of total advances.
As per prudential norm bank has made provision of Rs.28.99 Crores against the
requirement Rs. 24.38 Crores for NPA principal and interest.
Bank has introduced a group P.A. insurance policy to cover the risk of Rs.1.50 lakhs for
regular loanee member of the society. Bank has paid Rs.158 lakhs out of total premium of
Rs.219 lakhs.
Bank has started to provide the medical benefit scheme for PACS member from
Dt.22/6/04 and end of this year total paid RS.24, 87,400/- to 458 kidney, stone, cancer,
brain hamrage, paralysis, heard attack patient as social obligation of bank.
Bank always doing preplanning for better recovery. Bank is arrange regular meeting at
taluka level place for the proper planning, in the presence of branch manager, inspector,
zonal officer Dy.manager, manager, local director and secretaries of the society. Rajkot
district bifurcated in five zone headed with DY. Manager zonal. Every possible effort are
mad for better and in the time 100% recovery
Bank has received five time in a raw the “best performance award” for the better
performance in the all aspect of the working at the state level along with the shield,
certificate of merits and cash prize from NABARD .
As per NABARD and G.O.I. guidelines bank has issued 1.77 Lakhs Kisan credit card.
18.
Bank is first in India for launching “Smart Kisan Credit Card” from year 2004-05 as a
addition facility to K.C.C. holder.
Total priority sector loan outstanding of Rs.603.06 Crores as on 31/3/10
Bank has issued 1,276-swarojgar credit card under NABARD’S Scheme.
There are 1,053 SHGs & SB A/c with bank branches. and bank has sanctioned loan of Rs.
0.53 Crores for 166 SHGs.
Bank is awarded for S.H.G. linkages programme for Two years.
This bank is first to launch “mahalaxami self help credit card” scheme for the members of
self help group with the motto to getting loan smoothly from the bank.
19.
BOARD OF DIRECTORS 2010
Shri Vitthalbhai Radadiya (chairman Shri)
Shri Ghanshyambhai Khattariya (Vice Chairman Shri)
Shri Vadhajibhai Boda (managing Director)
Shri Maganbhai Ghoniya(Director Shri)
Shri Dayabhai Patel(Director Shri)
Shri Arvindbhai Tagadiya(Director Shri)
Shri Chhaganbhai Sojitra(Director Shri)
Shri Gordhanbhai Ghameliya(Director Shri)
Shri Dineshbhai Bhuva(Director Shri)
Shri Hardevbhai Jadeja(Director Shri)
Shri Lalitbhai Radadiya(Director Shri)
Shri Jerambhai Patel(Director Shri)
Shri Pravinbhai Raiyni (Director Shri)
Shri Mahamad Pirjada(Director Shri)
Shri Harjibhai Ajani(Director Shri)
Shri yagneshbhai Joshi(Director Shri)
Shri Dr.balubhai Aradva(Director Shri)
Shri Nanubhai v.vaghani(Director Shri)
Shri Harichandrasinh Jadeja(Director Shri)
Shri Mansukhbhai Bhut(Director Shri)
Shri Hadabhai Radravadiya(Director Shri)
Shri B.C. Sakhiya(Director Shri)
Shri C.N.Tarapara(General manager )
COSIDERABLE POINT
o During last ten year bank has raised deposit Rs. 515 corers to Rs. 1455 Corers.
20.
o Bank having Rs. 10.1 Crore fund for shareholder, which has reached upto Rs.30.71
Crore within 10 years time span.
o Bank have Rs. 50.81 Crore reserve which has reached Rs.140.9 Crore. By doing this
bank makes very Strong financial condition.
o This bank has got “Best performance award” and prize last five year by prime
minister and finance minister.
o First bank in India, which gives credit at 5.5% on KCC and after paying tax liability of
Rs.335 lacs although net, profit Rs.775 lacs.
o Bank has also got “Decade award” and prize by state co-operative bank and by doing
99.90% Recovery bank has got first position in the state it maintains last 13 year. This
is the first bank in agriculture development bank in state.
o Bank has given KCC and smart card facility for all farmers.
o All farmers and employees got shield of personal accident assurance policy amount of
Rs. 1,50,000.
o The group member of linkage self help group can get easily credit so that bank has
start plan of “Mahalaxmi Self Help Credit Card”
o Bank also helpful in different disease likes cancer, heart attack, brain hemorrhage, by
fulfill all terms and condition.
o Bank has commercial building located in a pose area in Rajkot. any KCC holder can
stay in guest house by paying Rs.10.
o Locker facility available for 24 hours and 365 days, you can get loan of rs.100000
against gold ornament from 10 am to 10 p.m
21.
o Enhancing non-banking facility by tied up with ING VYASYA and
IFFCO TOKIO GENERAL INSURANCE CO. for getting personal life insurance and
Home insurance
o All branches have been fully computerized.
o According to RBI, bank has net NPA of 0.39 % only.
ACCOMPLISHMENT OF RDCBANK
Continuously get audit class “A” still to 31 year
For the last 13 years, 15% dividend distribute according to maximum limit of
regulation.
Continuously get “best performance award” still to last five year.
“Decade award” from apex bank (state co-operative bank) for best recovery.
NABARD gives title of “pioneer Bank”
Agriculture affiliate credit gave very liberal and very quick and 100% crop credit
by kissan credit card.
Among Banks total credit 84% for priority sector 41% for small farmers and
financial backward class.
FREQUENT CREDIT PLAN
22.
All type of credit for agriculture and agriculture development.
Credit against L.I.C/N.S.C/K.V.P AND Ornament
Credit for home loan and home renovation.
Credit for educational propose and small business.
Consumers credit for two-wheeler and home appliances.
IMPORTANT DESIGNATION
Chairman Shri: Shri Vithalbhai Radadiya
Vice Chairman Shri: Shri Ghashyambhai Khatariya
General Manager: Shri C.N. Tarapara
Managing director: Shri vaghajibhai Boda
ORGANIZATION CHART OF RDCBANK
23.
Interpretation: Organization chart of RDCBank clearly shows that it is fully systematic
as well as departmental. The specify works has been performed
according line organization. Here we can see that the flow of authority
moves up to down and responsibility moves down to up. So the
organization operate by different department
SWOT ANALYSIS
24.
General Manager
Addi. General Manager
Administration Finance Accounts Personnel Loans
Depu.admi’on Depu.finance Depu.account Depu.per’nel Depu.per’nel
Clerk Clerk ClerkClerkClerk
Strengths
Quality Based service
Reliable Consumers
Loyal Employees
Highly Trained Employees
High Commercial Building locate in reputed area
Powerful management
Employees always ready to carry challenges
Weaknesses
Weak Updating of the Web site
NIL presence outside Gujarat.
Opportunities
To explore untapped geographical areas in Gujarat.
Threats
Competitors
Unawareness of rural people
25.
MAIN FUND INFLOW (SOURCES OF FUNDS)
Owned deposit
The owned funds consisting of paid capital of the bank, reserve fund, and other reserves.
Deposits
It is sum of current deposits, fixed deposits, saving deposits, special saving deposits,
NRI deposits, inoperative deposits, etc. It is the main Cash Inflow for any institution.
Borrowings
The borrowed funds consisting of borrowings from other banks (as per some writer
deposits of various types is also part of borrowed funds), debentures offered to public, etc.
Others
Increase in current liabilities, reduction in debtors, fund from operations like net
income, depreciation, and reserves, less payment to creditors, reduction in advances,
reduction in inventories, reduction in cash, sold marketable securities, etc.
26.
MAIN FUND OUTFLOW (FUNDS USED)
CRR (Cash Reserve Ratio) with Reserve Bank Of India
The capacity of credits creation of bank is depending upon their cash flow received. To
restrict this credit creation, the reserve bank of India has directed their terms. In case of
scheduled banks and sec.18 of banking regulation act are required to maintain the cash reserve
ratio @ 6.00% and non-scheduled bank @ 3% of their demand and time liability amounts
separately. The scheduled banks are required to deposit the cash reserve ratio amount with
Reserve Bank of India while the non-scheduled banks are required to maintain separate
account for this. The Reserve Bank of India is also empowered to raise the cash reserve ratio
up to 15% only in respect of scheduled banks. It is maintained reported to RBI every
fortnight.
Demand and time liability:
Time liability is related with time like, fixed deposits
Demand liability is related with the demand like, Current deposits, inoperative deposit, and
matured fixed deposits
SLR (Statutory Liquidity Ratio)
The cash flow for regular banking transactions mainly depends upon deposit received in the
bank. The reserve bank of India therefore puts some restrictions on utilization of these
27.
amounts. The scheduled and non-scheduled banks are required to deposit 25% amount of their
demand and time liability amount in the security approved by reserve bank of India. These
securities are converted into cash and therefore they are termed as ‘liquid assets’ and 25%
amount termed as ‘liquid ratio’. The reserve bank of India is empowered to raise this liquidity
ratio from 25% to 40%. It is maintained average fortnight and reported to RBI.
Loanable Fund
Credit deposit ratio is not more than 70%.
Loanable funds means amount of money, which is applicable for lending. Three main factors
own fund, deposits, and borrowings decide it. Advances can never be more than loanable
fund.
Loanable fund is a total of:
75% of own funds
70% of deposits
100% of borrowings
Others
Purchase of fixed assets, purchase of marketable securities, addition to advances, addition to
inventories, payment to creditors, payment of dividend, etc...
28.
MEANING OF CREDIT
The word ‘credit’ is actually derived from the Latin word ‘Credere’. ‘Credere’ means to have
trust or faith. Thus ‘credit’ is directly related with trust. That is why State Ford stated that
‘Credit is nothing more than that of trust’. By this we can say that credit is a tool that is
resulted by the complete mutual trust/faith.
‘Credit creation implies a situation when a bank may receive interest simply by permitting
customer to overdraw their accounts or by purchasing securities and paying for them its own
cheque or bank may pay amount to borrower or directly to seller of goods whom against
borrower get amount’.
CREDIT MANAGEMENT
Credit management means the total process of lending start from inquiry from potential
borrower to recover the lending amount from borrower. Whenever my study is concern, credit
management in sense of banking sector is the set of activities like Except application, loan
appraisal, Shakh posting, monitoring, recovery, NPA management, etc.
FORMS OF CREDIT/ADVANCES
29.
Loan/term loan
In case of a loan a specified amount is sanctioned by the banker to the customer, who
may either draw the amount in case immediately or may like the amount to be credited to his
current account. But legally it is presumed that he has withdrawn the amount from the bank
and deposited it in his current account. He is required to pay interest on the full amount from
the date of sanction. A loan may be repayable in installments or in lump sum.
Cash credit
Cash credit is the main method of lending in India and accounts for above 70% of
total bank credit. Under the system, the banker specifies the limit, called the cash credit limit
for each customer, up to which the customer is permitted to borrower against the security of
tangible assets or guarantees. The customer withdraws from his cash credit account as and
when requires the funds and deposits any amount of money, which he finds surplus with him
on any day. The cash credit amount is thus an active and running account to which deposits
and withdrawals may be affected frequently. The customer is required to provide tangible
assets as security to cover the amount borrowed from the banker. The borrower is charged
interest on the actual amount utilized by borrower and for the period actually utilized only.
Overdrafts
When a current amount holder is permitted by the banker to draw more than what
stands to his credit, such an advance is called an overdraft. The banker may take some
30.
collateral security or may grant such advance on the personal security of the borrower. The
customer is permitted to withdraw the amount as and when he needs it and to repay it by
means of deposit in his account as and when it is feasible for him. Interest is charged on the
exact amount overdrawn by the customer and for the period of its actual utilization
Bills Purchase
The Banker credits customer’s account with the amount of the bill after deduction his
charges. As the demand bills are repayable on demand and there is no maturity, the banker is
entitled to demand their payment immediately on presentation before of drawee. Their
practice adopted in the case of demand bills, is known as purchase of the bills.
Bills Discount
In case of bills discounting, a bank credits the amount of the bill to the drawer’s account
before the realization of the bill and thus lends its funds to him after deduction his charges.
The bills purchased and bills discounted by a bank are, therefore, shown in its balance sheet
as part of loans and advances. In case of a bill maturing after a period of time maximum for
180 days in RDCB, the banker retains the bill for that period and realizes the amount of bill
from the drawee on its due date. This practice is called discounting of the bill.
Bank Guarantee
It is a contract to perform the promise or discharge the liability of a third person in
31.
case of his default. In case of guarantee, Bank is taking responsibility to pay the amount to
seller if buyer will not pay amount in time.
32.
TIME WISE BIFURCATION OF ADVANCES
- Short-term Finance : Up to 26 months
- Medium-term Finance : 26 to 66 months
- Long-term Finance : Above 66 months
SECURITY WISE BIFURCATION OF ADVANCES
Secured Finance / Advances:
Secured Advances are those advances, which provide absolute safety to the Banker by means
of a charge, created on the tangible assets of the borrower in favor of the Banker. In such
cases, the Banker gets certain rights in the tangible assets over which a charge is created. A
Secured Loan or Advance means a loan or advance made on the security of assets, the market
value of which is not at any time less than the amount of such loan or advance.
Unsecured Finance / Advances:
Unsecured Loan or Advance means a loan or advance, which are not secured, this types of
advances is not preferable for any banking institutions.
33.
PROCESS OF CREDIT
Inward application
A customer seeking an advance is required to submit an appropriate application form. There
are different types of application forms for different types of advances available. The
information furnished in the application covers, inter alias, the following: name and address of
the borrower and his establishment, the details of borrower’s business, the nature and amount
of security offered. The application form has to be supported by various ancillary statements
like the financial statements and financial projections of the firm. A separate inquiry
department is set under the loan department. Here, different types of application forms are
available and collect process charge from borrower; application is accepted and entered into
computer.
Shakh report
This is one of the strangest facility of RDCB compare with other co-operative banks in Rajkot
district because of its computerization. This facility provides bank to total ‘kundali’ of the
borrower related to dealing with bank not only as a borrower but also as partner, as a director
also as a guarantor and same detail of the guarantor also and also about all the types of loans,
which are already paid up, which are overdue, which are running and also about past
performance of particular.
34.
Advocate report
Bank through its legal department’s staff in two matters prepares advocate report mostly,
which are given below:
In case of land and building loan
Before equitable of immovable property as a security
When the bank prepares advocate report, bank charges some amount from borrower.
Branch turn over report
This report mostly prepare in case of cash credit review/renew, is also known as a branch turn
over report. This report presents:
Performance of borrower with the branch in previous year
Debit-credit transaction of borrower,
Submission of stock statement,
Payment of interest
Last outstanding balance
Processing of application/loan report
The application is processed by the clerical staff and checked and passed by senior loan
officer and monitoring by loan manager. The preliminary involves an examination of the
following factors:
Ability, integrity, and experience of the borrower in the particular business
General prospects of the borrower’s business
35.
Purpose of advance
Requirement of the borrower and its reasonableness
Adequacy of the margin
Provision of security
Period of payment
And prepare the appraisal report for committee approval
Inspection report
Before presenting appraisal report against the committee, bank sends his field
officer/inspection officer to on site inspection. The situation which created by borrower by
providing information of his business to bank is it fact or not? After the inspection report, this
application is ready for putting against the loan committee of the bank. Inspection varies
according to the various loans. For e.g.
In case of cash credit he personally visits the business site and verifies the original
books of accounts with that of submitted books of accounts. He verifies the real stock with the
stock mentioned if any difference is found it is clearly mentioned in the report.
In case of housing loan inspection officer visits the place and check whether the
building is really in existence or not, whether the construction is as per the statical figure
provided to him and plan is as per sanctioned by the municipal corporation.
Committee approval and terms and conditions
Once the application is duly processed, it is put for sanction to the appropriate authority.
Here appropriate authority means various loan committees, standing committee and board of
36.
directors. Loan manager is a sanctioning authority only in case of review of cash credit
facility. Types of committee and its lending powers are given below:
If appropriate authority gives sanction, along with the sanction of advance the bank
specifies the terms and conditions applicable to the advance. These usually cover the
followings:
The amount of loan or maximum limit of the advances
The nature of the advances
The period for which advance is valid
The rate of interest applicable to the advance
The primary security to be charged
The insurance of the security
The detail of collateral security, if any, to be provided
The margin to be maintain
Other restrictions or obligations on the part of the borrower
37.
Name Of Committee
1.Board of directors
2. Standing committee
3. Reconsideration committee
4. Loan committee (Rs.500001 to 1000000)
5. Loan committee (Rs.300001 to 500000)
6. Loan sub-committee/1 (Rs.150001 to 300000)
7. Loan sub-committee/2 (Rs.75001 to 150000)
8. Loan sub-committee/3 (Up to Rs.75000)
9. Loan sub-committee/4 (Up to Rs.5,000)
10. Committee for loan against immovable property/1 (Rs.2,50,001 to 5,00,000)
11. Committee for loan against immovable property/2 (Rs.1,50,001 to 2,50,000)
12. Committee for loan against immovable property/3 (Rs.25,001 to 1,50,000)
13. Committee for loan against immovable property/4 (Up to Rs.25,000)
14. Recovery committee/1 (more than Rs.3,00,000)
15. Recovery committee/2 (Rs.1,50001 to 3,00,000)
16. Recovery committee/3 (Up to Rs.1,50,000)
38.
It is common banking practice to incorporate important terms and conditions on a stamped
security document to be executed by the borrower. Rate of stamp duties are given follows:
Demand promissory note : Rs. 1
Letter of guarantee : Rs. 60
*Agreement letter Up to 5,00,000 : Rs. 50
(Letter of lien) Above 5,00,000 : Rs. 2/thousand
Letter of pledge : Rs. 50
Letter of continuity : Rs. 50
Agreement letter for Cash credit/Overdraft
Up to 5,00,000 : Rs. 110
Above 5,00,000 : Rs. 2/thousand
Maximum limit of stamp duty is Rs. 2,00,000
*Agreement letter is in case of vehicle loan, security loan, bills purchase, bills discounting,
guarantee, education loan, etc.
Equitable Mortgage And Equitable Extension
When the loan is sanctioned with condition that to put the real document as a mortgage in
security (prime/collateral), it is must that to make the equitable mortgage of the property.
Some time a property which given in mortgage by borrower is already put before the bank in
case of other loan as a security at that time equitable mortgage is already done by party so
there is no need of equitable mortgage again but the equitable extension is only needed.
Equitable mortgage on non-judicial stamp paper
39.
Amount of sanctioned loan loan of non-judicial stamp paper for equitable mortgage
Up to 15,00,000 1/2% of sanctioned loan
Above 15,00,000 1% of sanctioned loan OR Rs. 1,00,000
(Whichever is less)
Make/sign document
This application is now in the document department, document department take signature of
loanee and guarantors in specimen card and also on the sanction letter to seat beside and
verify all the documents. Types of documents are discussed in each type of loan separately.
This process is last for borrower, after this loan is sanctioned. No formality is remaining at the
borrower side.
Open account
Now loan is sanctioned, all formalities are completed. So bank is giving your amount of loan
either by credited in your account or pay the amount to the party, whose quotation is provided
by borrower to bank. Bank opens your account with himself to get the actual transaction
between bank and borrower.
Insurance posting
40.
It is must for loanee to insure the property or equipment, which is hypothecated with the bank
against loan as a security. This policy is assigned in favor of bank, which is also required. In
case of immovable property or new purchase of machinery, equipment, etc. insurance of same
amount and in case of old machinery, goods stock, etc. twice of the price insurance is needed.
In case of education loan, the life insurance of student is required. Shakh department is
posting it in borrower’s account.
Record department – filing
Now total process is over and whole documents are need filing for bank record. Record
department does this work. Record department file the documents and store it to proper place.
41.
Chapter – 3 Research Methodology
PROBLEM STATEMENT
As there are hundreds of customers of R.D.C.BANK.LTD. So it becomes compulsory
to know their level of satisfaction.
And company can also have idea about the improvement, which is to be brought in
company’s service.
RESEARCH OBJECTIVE
To check out the customer’s satisfaction level about the account they are using.
To improve the Banking as well as management queries where the customer are not
satisfied.
To find out the loopholes where the bank is lacking behind in financial aspects.
42.
SAMPLING DESIGN
Sampling design is one of the most important aspects where the design must be appropriate in
order to have the desired result. Sampling design includes various aspect and they are as
follows:
Sampling Area : RAJKOT DISTRICT
Sample Population : EXISTING CUSTOMER
Sample Size : 150
( According to my convenience )
Sample design : Exploratory Data
Methods:
The method used in the research (survey) is of convenience type as we are unaware about the
results. It can be either of the side. It is under area of Rajkot under which we have to conduct
the research.
The research is based on convenient sampling. In which we made strata according to the
customers and Account and then are selected according to my convenience.
43.
RESEARCH DESIGN
Research : Conclusive
Data Source : Primary data
Research Method : Survey Method
Research Technique : Questionnaire
Type of Questionnaire : Structured
Type of Questions : Closed & Open ended Questions
No of Questions : 19
Place : RAJKOT DISTRICT
Data Collection
Primary Data : First hand information will be used thorough Questionnaire survey which
are considered under primary data.
Secondary Data : As for the pictures and the graph it had been under the Banking
related magazines and while for the financial information it was founded from the Annual
Report 2009-2010.
44.
Chapter – 4Data Analysis and Interpretation
TO MEASURE SATISFACTION LEVEL OF THE RDCBANK CUSTOMER.
Demographic Profile: Age:
Group of Age Respondents
less than 30 year 32
30-35 year 20
35-45year 30
more than 45 year 18
Total 100
Group Of Age
32
20
30
18
less than 30 year
30-35 year
35-45year
more than 45 year
Findings:- From the survey we have found out that the proportion of less the 30 year is
32%and 30%of 35-45 Age group people along with RDCBank
45.
Recommendation: here we can see the proportion of less than 30 year is high compare to all
so, bank have introduce the special scheme for who lying under 30 year because it is help full
to attract mid adult.
Gender:
FINDINGS : here we can see that proportion of female is very less compare to male so, male
accountholder significantly deal with bank.
RECOMANDATION: figure of male and female very disturb it is not shows balance
between them so; banks have introduced some special scheme for women, which is attractive
for women.
46.
Occupation:
Occupation wise Bifurcation
18
12
2224 24
0
5
10
15
20
25
30
Student Profession Business Employed Other
Occupation
Re
spo
nd
en
ts Student
Profession
Business
Employed
Other
FINDINGS: in this question 24 respondents employed which is first highest and than second
highest business people and also 24 respondents are lying in miscellaneous.
RECOMANDATION: Student, Porfession, Business, Employed&Other so in other 24
respondents are including among them most of the farmer, shepherd& small worker who are
taking avail of Smart Kissan Credit Card, Farmers Club And Medium term agriculture and
those all are occupied in ruler area so bank have lives day to day content and inform to them
Occupation Respondents
Student 18
Profession 12
Business 22
Employed 24
Other 24
47.
by regularly corresponding the new introduce scheme. And also regularly doing arrangement
of seminar as well meeting, which is helpful to remove ambiguity.
Monthly Income:
Monthly Income
15
48
28
9
0
10
20
30
40
50
60
lessthan7500
7501-12500 12501-20000
More than20000
Income Margine
inco
me
less than7500
7501-12500
12501-20000
More than 20000
FINDINGS: the chart of monthly income clearly shows that most of the customer are
including in 7501-12500 slab. It is almost near by 50% follows by 12501-20000.
RECOMANDATION: Here we can suggest that most of the customer of bank is comes from
middle class.so, bank should always target the middle class. By introducing attractive scheme,
Monthly income Responses
less than7500 15
7501-12500 48
12501-20000 28
More than 20000 09
48.
subsidy at lower cost, credit at low rate. By doing these activity it is directly helpful to
expanding the market share.
(1) Since how long you are using this Bank?
Year Respondent0-3 year 123-6 year 426-9 year 25more than 9 year 21
12
42
25 21
05
1015202530354045
Number of Respondent
0-3 year3-6 year6-9 year morethan 9year
year
Attechment with bank
0-3 year
3-6 year
6-9 year
more than 9 year
Interpretation: as we have seen that the Graphical representation clearly shows that 12
customers with bank till to less than 3 year,42 customer with bank till to
less than 6 year,25 customer with bank till to less than 9 year and 21
customers with bank more than 9 year.
49.
(2) View according to preference after considering Overall performance under given bank.
Interpretation: Consideration of the allover performance of give bank .we can see that
response of the existence customer clearly specify that people along with
bank satisfied through the performance of the bank because 41
respondents gave positive response toward RDCBank.
Name of bank Responses
ICICI 10
HDFC 15
RDCB 41
AXIS BANK 15
KOTAK MAHINDRA 6
NAGARIK SAHAKARI BANK 13
Miscellenious banks
1015
41
15
613
05
1015202530354045
ICIC
I
HD
FC
RD
CB
AX
IS
KO
TAK
MA
HIN
DR
A
NA
GA
RIK
SA
HA
KA
RI
BA
NK
Name of bank
Re
spo
ns
e
50.
(3)Which of the following type of Account do you use?
Scheme Level of Satisfaction
Low Medium High
Current Acco. 6 7 5
Saving Acco. 14 24 23
Fixed Deposit 5 6 10
Question: Dose there any relation between different account which introduce by bank
and Level of satisfaction?
NULL HYPOTHYSIS:
= There is no relation between scheme and satisfaction level
=There is direct relation between scheme and satisfaction level
Observed Data:
Scheme Level of Satisfaction Total
Low Medium High
Current Acco. 6 7 5 18
Saving Acco. 14 24 23 61
Fixed Deposit 5 6 10 21
Total 25 37 38 100
Expected Data:
Scheme Level of Satisfaction Total
51.
Low Medium High
Current Acco. 4.5 6.66 6.84 18
Saving Acco. 15.25 22.57 23.18 61
Fixed Deposit 5.25 7.77 7.98 21
Total 25 37 38 100
=0.5+0.0173573+0.49497+0.102459+. 001397756
+0.0126190+0.40320+0.811328+0.09
=2.1316
Significance level -- 5% and Degree of
freedom =(R-1)(C-1)
= (3-1) (3-1)
= 4
So, rejected the null hypothesis
Interpretation: here we can interpret that no relation between the schemes introduce by
the bank and level of satisfaction because it prove by the testing so, null
hypothesis reject.
52.
ANOVA ANALYSIS
Which of the following type of Account do you use?
NULL HYPOTHESIS: there is no significance different between the account and
satisfaction level
Two Way Classifications:
Scheme Level of Satisfaction Total
Low Medium High
Current Acco. 6 7 5 18
Saving Acco. 14 24 23 61
Fixed Deposit 5 6 10 21
Total 25 37 38 100
= 36+49+25+-----------------36+100 = 1572
= 3438
= 4486
Scheme Level of Satisfaction
Low Medium High
Current Acco.
6 7 5
Saving Acco. 14 24 23
Fixed Deposit
5 6 10
53.
Corrector Factor =
= = 1111.11
SST(total sum of square)=
= 1572-1111.11 = 460.88
SSR(Sum of Squares Between Row)= -
=
= 1146-1111.11 = 34.89
SSC(Sum of Squares between Columns)=
= 384.2233SSE(Sum of Squares between Residuals)= SST-SSR-SSC = 460.68-34.89-384.2233 = 41.5667
Sources Degree of Freedom
Sum of Squares Means of Squares Variance
SSR h-1=3-1=2
34.89
SSC K-1=3-1=2
384.2233
SSE (h-1)(k-1)=4 41.5667
SST n-1=8 460.88
Between rows (account)
54.
Table value, 5% significance level and (2,4) degree of freedom F=6.9443 so
table value is more than calculate value so we conclude that the account scheme of
satisfaction do not differ significantly.
Between Columns (satisfaction level)
18.4905 Table value, 5% significance level and (2,4) degree of freedom F=6.9443
so table value is less than calculated values so we conclude that satisfaction level of account scheme
do not differ significantly.
(4) Which service are regularly use?
55.
Service Responses
Current&saving Deposit 38
Recurring Deposit 14
Term Deposit 19
Demand Draft Facility 19
Out Station Cheque Facility 5
Letter of Credit 5
Interpretation: Among the existence customer most of them are regularly use service
current & saving Deposit service in terms of percentage 38% and it
follow by Demand Draft Facility & Term Deposit.
(5)Reason for using above service: -
56.
Different Service
55
14
19
19 38
Current&saving Deposit
Recurring Deposit
Term Deposit
Demand Draft Facility
Out Station ChequeFacility
Letter of Credit
Interpretation: reason for using the service most appropriate reason behind convenient
than Availability than bank charges and rate of interest so we can says
that people are use the banking service according to convenient so bank
charge, rate of interest and availability which is least concern.
Reason for using service responseBank Charges 19Rate of Interest 18Convenient 35Availability 28
57.
Reason for Using Service
19 18
3528
0
5
10
15
20
25
30
35
40
Bank Charges Rate of Interest Convenient Availability
Reason
Re
spo
nse
s
(6) Are you investing excess money in fixed deposit?
Responses RespondentYes 76No 24
Interpretation: Here we can interpret that among 100 customer 76 percent are invest
money in fixed deposit. So fixed deposit account is the best option to invest
the money. we also interpret that people where satisfied with rate for fixed
deposit.
58.
User of Fixed Deposit
Yes, 76
No, 24
(7) If yes then in which scheme you have avail of?
Interpretation: Among 100 Respondents 76 Respondent are interesting to invest money in
fixed deposit and 23 people are invest in between 1 to 3 Year9.00%.in
terms of percentage
= 30.2632%
Time wise rate of interest Respondents15-45 days rate 5.00% 3
46-90 days rate 5.50% 8 91-179 days rate 7.00% 10
180-1year rate 7.50% 18 Between 1 to 3 year 9.00% 23
3-5 year rate 9.50% 10 5-10 year rate 10.10% 4
Total 76
59.
Fixed Deposit Scheme
3
810
18
23
10
4
0
5
10
15
20
25
15-4
5da
ys r
ate
91
-179
B
etw
een
5-
10 y
ear
Rate of Interest
Re
spo
nd
en
t
15-45 days rate5.00%
46-90days rate 5.50%
91-179days rate 7.00%
180-1yearrate 7.50%
Between 1to 3 year 9.00%
3-5 yearrate 9.50%
5-10 yearrate 10.10%
(8) Have you use any kind facility of Credit?
Yes [65] No [35]
Interpretation: Here 65 customers are take benefit of credit facility and 35 people are
refused. most of credit taker are farmer, small worker, and small
businessman.
60.
User Of Credit Facility
yes65%
No35%
(9) If yes then which kind of facility are you use?(credit facility)
Vehicle loan [18]
Bank overdraft [08]
Cash Credit [14]
Bill of Payment [10]
Bank Guarantee [15]
Interpretation: 65 respondent are take avail of credit facility 18 customer take credit for
vehicle loan,15 take bank guarantee,14 cash credit and 8 bank overdraft.
61.
User of Credit Facility
1510
148
18
02468
101214161820
Vehicle loan
Bank
overdraft
Cash Credit
Bill of
Payment
BankGuarantee
Type of Credit
Cre
dit
ho
lde
r
(10) Are you take subsidy from RDCBank?
Yes [56] No [44]
Interpretation: 56 customers take subsidy from bank.
62.
Subsidyholder
56
44 Yes
No
(11) If yes than specify which facility of subsidy are take? ( Subsidy)
Type of Subsidy Subsidy holder
Medium term Agriculture Loan. 4
Annual Credit Plan 10
Self Employment Credit Card 16
Self Help Group-Bank Linkage Programme 12
Farmers Club 4
Smart Kissan Credit Card 10
63.
Type of Subsidy
4
10
1612
4
10
Mediumterm Agriculture Loan.
Annual CreditPlan
SelfEmployment Credit Card
Self HelpGroup-Bank LinkageProgramme
FarmersClub
SmartKissan Credit Card
(12) Level of satisfaction according your Bank charges: -
Opinion about Bank Charges
Level of SatisfactionLow Medium High
Low 5 6 8Moderate 8 20 31High 11 6 5
Question: Dose there any relation between opinion about bank charges and
Level of satisfaction?
NULL HYPOTHYSIS:
= There is no relation between Bank Charges and satisfaction level
=There is direct relation between Bank Charges and satisfaction level
Observed Data:
Opinion about
Bank Charges
Level of Satisfaction Total
Low Medium High
Low 05 06 08 19
Moderate 08 20 31 59
High 11 06 05 22
Total 24 32 44 100
Expected Data:
Level of Satisfaction Total
64.
Opinion about
Bank Charges
Low Medium High
Low 4.56 6.08 8.36 19
Moderate 14.16 18.88 25.96 59
High 5.28 7.04 9.68 22
Total 24 32 44 100
= 0.042456+.001053+0.01550+2.679774+0.066440+0.978489+6.19667+0.1536
=2.2625
Significance level -- 5% and Degree of freedom =(R-1) (C-1)
= (3-1) (3-1)
= 4
So, rejected the null hypothesis
Interpretation: here we can interpret that bank charges, which is significantly, impact on
satisfaction level because it prove by the testing so, null hypothesis
65.
reject. we can also says that when the customer select the bank at that
time bank charges consider.
66.
(13) Level of satisfaction according to your Account
Scheme Option Level of Satisfaction
Low Medium High
Inadequate 7 6 5
Convenient 7 20 35
More Convenient
5 5 10
Question: Dose there any relation between Scheme and Level of satisfaction?
NULL HYPOTHYSIS:
= There is no relation between Scheme option and satisfaction level
=There is direct relation between Scheme option and satisfaction level
Observed Data:
Scheme Option Level of Satisfaction Total
Low Medium High
Inadequate 07 06 05 18
Convenient 07 20 35 62
More Convenient 05 05 10 20
Total 19 31 50 100
Expected Data:
67.
Scheme Option Level of Satisfaction Total
Low Medium High
Inadequate 3.42 5.58 9 18
Convenient 11.78 19.22 31 62
More Convenient 3.8 6.2 10 20
Total 19 31 50 100
= 3.74748+0.0316129+1.7778+1.9396+0.03154+0.1290+0.3789+0.232270
=8.2683
Significance level -- 5% and Degree of freedom =(R-
1) (C-1)
= (3-1) (3-1)
= 4
So, rejected the null hypothesis
Interpretation: here we can interpret that there relation between Scheme opinion and
levels of satisfaction because it proves by the testing so, null hypothesis reject.so, concluded
that the scheme opinion gives positive which direct helpful to satisfaction.
68.
(14)Opinion about Availability, service& Response of Employees
Opinion about Availability, service& Response of Employees
Level of Satisfaction
Low Medium High
Excellent 6 5 9
Good 8 22 17
Moderate 5 6 5
Poor 6 6 5
Question: Dose the availability, Service&Response of Employees Could impact on Level of
Satisfaction
NULL HYPOTHYSIS:
= The availability, Service & Response of Employees Could not impact on Level of
Satisfaction
= The availability, Service & Response of Employees Could impact on Level of
Satisfaction
69.
Observed Data:
Expected Data:Opinion about Availability,
service& Response of
Employees
Level of Satisfaction Total
Low Medium High
Excellent 06 05 09 20
Good 08 22 17 47
Moderate 05 06 05 16
Poor 06 06 05 17
Total 25 39 36 100
Opinion about Availability,
service& Response of
Employees
Level of Satisfaction Total
Low Medium High
Excellent 06 05 09 20
Good 08 22 17 47
Moderate 05 06 05 16
Poor 06 06 05 17
Total 25 39 36 100
70.
=0.2+0.3590+0.45+1.1968+0.7348+.0004+0.25+0.0092+0.10028+0.7206+0.05986+0.2050
=4.2859
Significance level -- 5% and Degree of freedom =(R-1) (C-1)
= (4-1) (3-1)
= 6
So, rejected the null hypothesis
Interpretation: here we can interpret The availability, Service & Response of Employees
Could impact on Level of Satisfaction. So, we can conclued that availability, service and reply
of employees and level of satisfaction direct positive relation.
71.
(15) Are you satisfied with available service of Banking?
Yes [76] No [24]
Interpretation: After tanking 100 sample surveys we can conclude that 76 customer give
positive reply for banking service. So more than 75% customer satisfied
and they will continue with
72.
Satisfaction Responnse for Banking service
76
24
Yes
No
(16) Have you used the locker facility?
Yes [30] No [70]
Interpretation: Here we clearly see that very less customer are uses the locker facilities it
is near by 30 percentages .So bank have necessarily inform to customer for
use the facility.
73.
Locker User
Yes30%
No70%
(17) Are you satisfied with RDCBank?
Yes [80] No [20]
Interpretation: 80Out of 100 give favorable response toward RDCBank After considering
the overall performance, facility, service, and different schemes.so, existing
most of customer are satisfied.20% are not satisfied with the bank so those
customer may go other bank.
74.
Satisfaction toward RDCBank
Yes80%
No20%
(18) Mention problems faced by you from RDCBank Services: -
Customer define the problems most them facing the problem of
Absence of core banking facility
Absence of ATM facility.
Absence of E-banking facility
It is just available in Rajkot district area.
Procedure for cheque clearance is very time taking process.
So, we can conclude that most of customer want to facility of ATM, core banking
facility, e banking facility but it is might be not possible because the most of the branches
are situated in Rajkot district rural area where not available facility of inter net and it is very
costly so, it may burden for the bank which inversely impact on profit.
75.
(19) Will you continue with RDCBank? `
Yes [74] No [26]
Bank Selection
74
26
0 10 20 30 40 50 60 70 80
Yes
No
Cus
tom
er R
eply
Respondent
Yes No
Interpretation: 74 customers will continue with bank and 26 customer’s moves to other
bank. Among 26 Customer refused most of them want to join with
bank of Baroda, Punjab National bank, State Bank of India and unit trust
bank of India.
76.
Chapter – 5
Findings
From the survey I have found out that mid adult people significantly deal with banks
According to sex-68% are mail and 22% are female deal with bank.
Students, farmers, employed, profession people are the regular customers of the bank.
Qualification level of existing customer most of them graduate and higher secondary.
The existing customer most of them come from meddle class or laying under 7501 to
12500 proportional approximately 50%.
Most of respondent have using this bank less then six year.
The quality of different services meeting the customer’s requirement nobody was in
opinion of filling bed quality this shows that the quality of RDC Bank services is up to
the mark.
Customers also satisfied with bank performance after considering overall
performance.
Most of customers have a saving account with moderate satisfaction.
Current and saving deposit, recurring deposit and terms deposit they are regularly use
but current and saving deposit most frequently using service.
Bank charges, rate of interest, availability and convenient these are the major causes
for using the service but convenient most frequently reply of 35 out of 100.
On the basis of survey I found that 76% are interesting to invest in fixed deposit.
76% customers are fully satisfied in term of service and 24% give negative response.
77.
Almost all customers getting their complains properly handed by the company no way
in negative opinion or having bad experience.
78.
Chapter – 6 Suggestion
When the survey was conducted it was also asked for any suggestion for improvement
for RDC Bank models. I have found out some suggestion for the bank through survey.
They are as follow.
The bank should focus more on its bank charges strategy for its loyal and regular as
well as other customers. Bank charges rate should be competitive and economic.
No doubt most of the customers are happy with the banking services but still some of
them of the customers are not satisfied with the banking services. Thus and immediate
action is required to find the causes for such event and appropriate action should be
taken.
The company should send their sales executive person in personal to meet the
customers and take their reviews and make the customers aware about recent
development in service and other policy change. In this way they even influence the
decision of the customers to reuse the service. This will also provide the company with
the specific needs of the customers and so they can make improvement in the service.
This will also lead to batter customer relationship and loyalty of the customers.
There is an immediate need of improvement the complaint handling system. System
of the bank, regular feedback from the customers, regular conduct the survey from the
customers will again help them to take strategic decision.
79.
Chapter – 7 Conclusion
After conducting the survey for RDC Bank and staying with this bank for a period of 8
weeks I concluded that it is almost the highly developing bank with great potential. Account
depart is operate well but still there is a requirement of skill full staff.
Quality wise its services are well accepted. This is one of the most advantageous and
prestigious achievements of RDC Bank.
Through the survey done, I have found that models which are their in the market of
RDC Bank are giving best service to with customer and also have good amount of market
share in Rajkot district.
If we take out and average most of customers are satisfied with the overall
performance of RDC Bank as practical knowledge has got large difference in compare to
theoretical here the scenario total different.
I felt that my purpose of training have been solved as I was given well support and
guide lines without hesitation from employees and they shows keen interest in my work. That
ultimately resulted in to well managed and real research study.
80.
Chapter – 8 Bibliography
Sites
www.capitaline.com
www.investopedia.com
www.wikipedia.com
www.themanagementor.com
www.planwere.com
www.rdcbank.in
Magazines
Business world
RBI bulletin
Books
Financial Management – I M Pandey
Human Resources Management – Ahwathappa
Marketing Management – Kotler & Kelvin
Business statistics -- S.P.Gupta&M.P.Gupta
Annual Reports: RCBank Report 2009-2010
81.
Chapter – 09 Abbreviation
K.P.V.- Kissan Vikas Patra
K.C.C- Kissan Credit Card.
PACS- Primary Agriculture Society
NSC.- National Saving Certificates
JPA-Janta Personal Accident Policy.
SLR-statutory Liquidity Rate.
82.
Chapter – 10 Questionnaire
TO MEASURE SATISFACTION LEVEL OF THE RDC BANK CUSTOMER IN RAJKOT DISTRICT REGION.
Demographic Profile
Name: _______________________________ Age: Less than 30 Year 30-35 Year 36-45 Year More Than 45 Year
Sex: Male Female
Occupation: Student Profession Business Employed Other If other then mentioned it ___________________
Qualification: Up to 10th Standard Up to 12th Standard Graduation Post Graduation
Monthly Income:
Less than 7500 7501 – 12500
12501 – 20000 More than20000
83.
(1) Since how long you are using this Bank?
0-3 Year 3-6 Year
6-9 Year More than 9 Year
(2) Give your view according to preference after considering
Overall performance under give bank.
ICICI
HDFC
RDCB
UTI
KOTAK MAHINDRA
NAGARIK SAHAKARI BANK
(3) Which of the following type of Account do you use?
Scheme Level of Satisfaction
Low Medium High
Current Acco.
Saving Acco.
Fixed Deposit
84.
(4) Which service are regularly use?
Current & Saving Deposits
Recurring Deposits
Term Deposits
Demand draft facility
Out station cheque collection facility
Letter of credit facility
(5) Reason for using above service: -
Bank Charges Rate of Interest
Convenient Availability
If other then clarify it. ______________________
(6) Are you invest excess money in fixed deposit?
Yes No
(7) If yes then in which scheme you have avail of?
15-45 days rate 5.00%
46-90 days rate 5.50%
91-179 days rate 7.00%
180-1year rate 7.50%
Between 1 to 3 year 9.00%
85.
3-5 year rate 9.50%
5-10 year rate 10.10%
(8) Have you use any kind facility of Credit?
Yes No
(9) If yes then which kind of facility are you use?
Vehicle loan
Bank overdraft
Cash Credit
Bill of Payment
Bank Guarantee
Other
If other then clarify it .
(10) Are you take subsidy from RDCBank?
Yes
No
(11) If yes than specify which facility of subsidy are take?
Medium term Agriculture Loan.
Annual Credit Plan
Self Employment Credit Card
Self Help Group-Bank Linkage Programme
86.
Farmers Club
Smart Kissan Credit Card
(12) Level of satisfaction according your Bank charges: -
Opinion about Bank
Charges
Level of Satisfaction
Low Medium High
Low
Moderate
High
(13) Level of satisfaction according to your Account
Scheme Option Level of Satisfaction
Low Medium High
Inadequate
Convenient
More
Convenient
87.
(14) Opinion about Availability, service& Response of Employees
Opinion about Availability,
service& Response of
Employees
Level of Satisfaction
Low Medium High
Excellent
Good
Moderate
Poor
(15) Are you satisfied with available service of Banking?
Yes [ ] No [ ]
(16) Have you used the locker facility?
Yes No
(17) Are you satisfied with RDCBank?
Yes No
(18) Mention problems faced by you from RDCBank Services: -
88.
___________________________________________________________________________
___________________________________________________________________
(19) Will you continue with RDCBank?
Yes No
If No, then which Bank will you choose? __________________
89.