Final Sip Mba Project PDF

1

A

Project Report

On

“Analysis of the difference between Services perception and expectation of

Account holders based on Survey”

For

Sarvodaya Sahakari Bank Ltd

Submitted to

S. R. Luthra Institute of Management, Surat.

In partial fulfillment of the requirement of the award for the degree ofMaster of Business Administration

Under

Gujarat Technological University

Under the guidance of

Faculty Mentor:

Dr. Ranjan J Sabhaya

SRLIM.

Bank Guide:

Mr. Dinesh Bhimani

Branch Manager

Submitted by

Jeneesh D Modi

Enrolment No-117500592106

S. R. Luthra Institute of Management

MBA Program

Affiliated to Gujarat Technological University, Ahmadabad, July 2012

2

INSTITUTE’S CERTIFICATE

“I Certified that this summer internship report titled “Analysis of the

difference between Services perception and expectation of Account holders of

based on Survey” is the bona fide work of “JENEESH D MODI”

(Enrollment No.117500592106), who carried out the research under my

supervision. We also certify further, that to the best of my knowledge

the work reported herein does not form part of any other project report

or dissertation on the basis of which a degree or award was conferred

on an earlier occasion on this or any candidate.

Faculty Mentor

Dr. Ranjan J Sabhaya

In-charge Director

Dr. J.M. KAPADIA

3

PREFERENCE

With the great pleasure, I take this opportunity to write this project report on

“Analysis of Sarvodaya Sahakari Bank ltd’s Services perception andexpectation of Account holders based on Survey”

In present era, Management and implications are approaching almost every

field concern with business in very significant manner. As management

students it has tremendously for us to utilize our management knowledge in

practical way.

Indian is the one of the fastest growing Economies in the world. Service

sector is one of the key industries which have contributed to large extent in

overall development of country’s economy. Indian Banking Sector growing

rapidly and will significant share of service industry of India.

I have completed my project training at Sarvodaya Sahakari Bank ltd (SSB).

This project provides thorough information of “Account Holders of SSB’s

Expectations towards their Bank services”. I have taken simple sampling

method for my survey. I have taken simple size of 300 unites. The data used

in this report is collected from various sources like staff member of SSB and

their website. During my project work period I have found that bank has

tremendous new opportunity in the Surat city and have started to make

distingue them self from other’s as one of Service Brand. My Finding &

suggestion also based on analysis done by me during project work period.

4

ACKNOWLEDGEMENT

I am extremely grateful to my friends and well-wishers for help me out to

prepare this project successfully and their encouragement for this regard.

I want to express my gratitude to my Guru, Teachers, Professors of M S

University and Luthra Institute and my bank manager of SSB Mr. DineshBhimani who has directly or indirectly helped me to prepare this project and

for their constant motivation and encouragement to mould me into a

researcher in management.

I would like to put on paper the dedication to the spirit of my life, my mother,

Pritiben, for her constant and priceless motivation during my project time, in

spite of her unawareness of my study and its objectives.

I have to say thanks for continuous support and encouragement from my

family as a whole. I sincerely acknowledge and appreciate their valuable co-

operation. I have received a great deal of help, contribution, and advice from

many people. I am thankful to all of them. Like most of the text-cum-reference

books, this project is also influenced by a numbers of works of various

researches and different literature reviews. As far as possible, I have tried to

acknowledge all of them.

Specially, I would like to thank my Mentor Dr Ranjan j Sabhaya, who gave

me full of support for this project and provided extensive comments on this

regard. Hence, I am filing very proved to perform on their guidance.

Thank you.

Jeneesh Modi

5

DECLARATION

I am Modi Jeneesh Dhananajay, Student of 2ed semester MBA, S. R. Luthra

Institute of Management; Gujarat Technological University; declare that this

project has been prepared By myself with the help of my mentor Dr. Ranjan j

Sabhaya. I have done this project in the guidance of my mentor. She has

given full of support to me as well as my project work. This report is verified by

my guide with their best of knowledge.

In the project, all the material and data are taken from authentic sources,

relevant reference books and other relevant software which helpful to convey

the conclusion which has been derived with the help of first hand data

collection(survey) which being input for the research.

This report generated by me and its purpose is just learning the different

objectives of management and the principles of the same in practical. The

data, information, conclusion whole is just for study purpose, it has not any

kind of relevance to any individual which they suppose to find. Hence, the

outcome will make compulsion to nobody.

Place: Surat city.

Date: 03/8/2012

Modi Jeneesh Dhananjay.

Student.

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EXECUTIVE SUMMARY

This training report has been made with the objective to study factor that is

most important for the SSB’s account holders for the service quality. This

report contains the detail about Banking services and one of them Sarvodaya

Sahakari Bank ltd’s performance.

Basically Indian is growing country and there is huge opportunity for growing

Service industry and high growth rate. The Financial environment, their history

and growth makes this project report distingue. The performance of bank and

the detail information of bank’s services facilitate to identify how competitive

itself to run in this service market. Even It’s proved them self only by

establishing goal of “creating brand image of Sarvodaya Sahakari Bank (SSB)

in financial era in Surat, Gujarat and their after India in upcoming years.

The findings and suggestion really helps where bank is lacking from their

services in Account Holder’s Mind. In this project report, it has tried the best to

present the past and present scenario of Banking industry and even

Sarvodaya Sahakari Bank’s (SSB) history and Glimpse at the Glance.

Overall it is very helpful to Bank for their Analyses of Account Holders’

expectation and their preference. Though this project report Management of

Sarvodaya Sahakari Bank (SSB) can improve their performance and their

service quality very effectively.

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LIST OF TABLE AND CHARTS

TABLE &CHART NO

CHART TITLE PAGE NO.

1 Pleasant & Attractive Décor 55

2 Experience at the time of Approaching loan 56

3Account Holder's Knowledge regarding Various

Bank services57

4.1 & 4.2 Overall satisfaction level 58

5 Account Holder's solution of their problem 59

6 Bank's Brand image 61

7 ATM facility and Customer's requirement 62

8 Locker Facility 63

9 Account Holders’ expectation for online services 64

10Account Holders’ expectation for Time period of

the Bank68

11 & 11.1 Clean & well cared Facility 69

11.2 Efficient, no wait service 70

11.3 No long line ups at counter 71

11.4 Availability of information brochures 71

11.5 Pleasant & attractive décor 72

11.6 Automatic bank machines in convenient locations 72

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CONTENTS

CHAPTERNO

PARTICULARPAGE

NOPart:1 Basic Information

1

INTRODUCTION OF BANKING INDUSTRY

1.1) Introduction

Global Environment of Bank Sector.1.2) Restructuring the financial institution in Global economy

1.2) Need of financial institution in Global economy

1.4) Role of Banks and other financial institution in Global

Economy

Indian Bank Sector: History, Growth, Reform.1.5) Position of Indian Banking sector at Post Independence

1.6) At the time of Nationalization

1.7) At the time of Liberalization

12-20

12

12

13

14

13

15

16

18

20

2

SARVODAYA SAHAKARI BANK LTD’s PROFILE

About Sarvodaya Sahakari Bank ltd (SSB).2.1) Board of Directors of SSB

2.2) Branches and Location of SSB

2.3) Glimpses at the Glance

Sarvodaya Sahakari Bank’s (SSB) Services.2.4) Personal Loan

2.5) New Vehicle Loan

2.6) Home Loan

2.7) Property Mortgage Loan

2.8) O.D Facility

2.9) C.C Facility

2.10) Machinery Loan

2.11) Loan against security

2.12) Different Deposit Skims

22-34

222324

25

26

28

29

30

32

33

33

34

9

Part:2 Research work

3

INTRODUCTION TO THE RESEARCH

3.1) Literature Review

3.2) Problem statement and Formulation

3.3) Objective of the Study

3.4) Scope of the Study

3.5) significance of the study

38-49

38

47

47

48

49

4

RESEARCH METHODOLOGY

4.1) research design

4.2) Collection of data

4.3) Sampling Design and size

4.4) Data collection instrument

4.5) Processing and analyzing collected data

52-53

52

52

53

53

53

5 DATA ANALYSIS AND INTERPRETATION 55 - 72

6 RESULT AND FINDING 74- 75

7 LIMITATIONS OF THE STUDY 77

8 CONCLUSIONS AND SUGGESTIONS 79- 80

BIBLIOGRAPHY-

ANNEXURE

10

CHAPTER: 1

INTRODUCTION OF BANKING INDUSTRY

11

1.1) IntroductionModern management sciences philosophy considers customer satisfaction

as a baseline standard of performance and a possible standard of

excellence for any business organization. Moreover, customer satisfaction

measurement provides a sense of achievement and accomplishment for all

employees involved in any stage of the customer service process. In this way,

satisfaction measurement motivates people to perform and achieve higher

levels of productivity. To reinforce customer orientation on a day-today

basis, a growing number of companies choose customer satisfaction

as their main performance indicator.

It is almost impossible, however, to keep an entire Bank permanently

motivated by a notion as abstract and intangible as customer satisfaction.

Therefore, customer satisfaction must be translated into a number of

measurable parameters directly linked to people’s job.

In other words factors that people can understand. The aim of this

project is to present an original customer satisfaction survey conducted in

the Sarvodaya Sahakari Bank Ltd.

The objectives of the customer satisfaction survey are focused on the

assessment of the critical satisfaction dimensions and the determination of

customer groups with distinctive preferences and expectations. In particular,

the purpose of this application consists of a set of the most important

queries expressed by the managers of the Sarvodaya Sahakari Bank Ltd.

GLOBAL ENVIRONMENT OF BANK SECTOR

1.2) Restructuring the financial institution in global economyDuring the 1980s, governments began to retreat from regulation of the

financial services industry. The retreat promises to be just as dramatic and

enduring as developments during the worldwide depression of the 1930s.

Although pressures for re-regulation have emerged, especially in the United

12

States, international competitive forces are accelerating the movement toward

less governmental intrusion; The Great Depression gave rise to the corporate

state and an almost universal increase in the size and scope of governmental

involvement in economic affairs and in other aspects of our lives. For much of

the past 50 years, governments have either owned or regulated all financial

institutions that provided intermediary services. Elaborate regulatory systems,

based on permission and denial approaches to administrative law, were

expected to rule on which products or services could be offered, where they

could be offered, and what prices or interest rates could be paid or charged to

customers.

At least in the United States, there was little in the way of due process in the

financial regulatory system. Regulatory agencies have operated as executive

authorities that were largely immune from the discipline of the checks and

balances inherent in a political system built on a framework of separation of

powers. The costs associated with burden of proof were borne by the

regulated, not the regulators. When a financial institution wanted to offer a

new product or service, expand its market area, or combine with another

institution, the regulators required it to bear the costs of demonstrating that

the benefits outweighed the costs. In other words, “If you have to ask, the

answer is no.”

1.3) Need of financial institution in the global economyThe process by which countries’ economies become increasingly interwoven

and affected by each other. This happens with the increased flow of goods

(trade), foreign direct investment, money (finance), and/or people (migration).

Globalization is not new, but the speed, depth, and scope of the changes,

aided by technology, is new, as is the enormous power of International

Financial Institutions (IFIs) and global trade groups such as the World Trade

Organization (WTO) to set the rules of the global economy. Collective name

for World Bank Group and the International Monetary Fund (IMF), institutions

established in 1944 at Breton Woods, New Hampshire, USA, to assist with

reconstruction and revitalization after World War II.

13

1.4) Role of Banks and financial institution in the economyMoney lending in one form or the other has evolved along with the history of

the mankind. Even in the ancient times there are references to the

moneylenders. Shakespeare also referred to ‘Shylocks’ who made

unreasonable demands in case the loans were not repaid in time along with

interest. Indian history is also replete with the instances referring to

indigenous money lenders, Sahukars and Zamindars involved in the business

of money lending by mortgaging the landed property of the borrowers.

Towards the beginning of the twenty-first century, with the onset of modern

industry in the country, the need for government regulated banking system

was felt. The British government began to pay attention towards the need for

an organized banking sector in the country and Reserve Bank of India was set

up to regulate the formal banking sector in the country. But the growth of

modern banking remained slow mainly due to lack of surplus capital in the

Indian economic system at that point of time. Modern banking institutions

came up only in big cities and industrial centers. The rural areas, representing

vast majority of Indian society, remained dependent on the indigenous money

lenders for their credit needs.

Independence of the country heralded a new era in the growth of modern

banking. Many new commercial banks came up in various parts of the

country. As the modern banking network grew, the government began to

realize that the banking sector was catering only to the needs of the well-to-do

and the capitalists. The interests of the poorer sections as well as those of the

common man were being ignored.

In 1969, Indian government took a historic decision to nationalize 14 biggest

private commercial banks. A few more were nationalized after a couple of

years. This resulted in transferring the ownership of these banks to the State

and the Reserve Bank of India could then issue directions to these banks to

14

fund the national programmers, the rural sector, the plan priorities and the

priority sector at differential rate of interest. This resulted in providing fillip the

banking facilities to the rural areas, to the

under-privileged and the downtrodden. It also

resulted in financial inclusion of all categories of

people in almost all the regions of the country.

However, after almost two decades of bank

nationalization some new issues became

contextual. The service standards of the public

sector banks began to decline. Their profitability

came down and the efficiency of the staff

became suspect. Non-performing assets of

these banks began to rise. The wheel of time

had turned a full circle by early nineties and the

government after the introduction of structural

and economic reforms in the financial sector,

allowed the setting up of new banks in the

private sector.

The new generation private banks have now

established themselves in the system and have

set new standards of service and efficiency.

These banks have also given tough but healthy

competition to the public sector banks.

INDIAN BANK SECTOR: HISTORY,GROWTH AND REFORM

Banking in India originated in the last decades of the 18th century. The first

banks were The General Bank of India, which started in 1786, and Bank of

Hindustan, which started in 1790; both are now defunct. The oldest bank in

existence in India is the State Bank of India, which originated in the Bank of

Calcutta in June 1806, which almost immediately became the Bank of Bengal.

This was one of the three presidency banks, the other two being the Bank of

Finance is the life bloodof trade, commerce andindustry. Now-a-days,banking sector acts as thebackbone of modernbusiness. Development ofany country mainlydepends upon thebanking system.

The term bank is derivedfrom the Frenchword Banco which meansa Bench or Moneyexchange table. In oldendays, European moneylenders or moneychangers used to display(show) coins of differentcountries in big heaps(quantity) on benches ortables for the purpose oflending or exchanging. Abank is a financialinstitution which dealswith deposits andadvances and otherrelated services. Itreceives money fromthose who want to save inthe form of deposits andit lends money to thosewho need it.

15

Bombay and the Bank of Madras, all three of which were established under

charters from the British East India Company. For many years the Presidency

banks acted as quasi-central banks, as did their successors. The three banks

merged in 1921 to form the Imperial Bank of India, which, upon India's

independence, became the State Bank of India in 1955.

Merchants in [Calcutta] established the Union Bank in 1839, but it failed in

1848 as a consequence of the economic crisis of 1848-49. The Allahabad

Bank, established in 1865 and still functioning today, is the oldest Joint Stock

bank in India.(Joint Stock Bank: A company that issues stock and requires

shareholders to be held liable for the company's debt) It was not the first

though. That honor belongs to the Bank of Upper India, which was

established in 1863, and which survived until 1913, when it failed, with some

of its assets and liabilities being transferred to the Alliance Bank of Simla.

Foreign banks too started to app, particularly in Calcutta, in the 1860s.

The Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860, and

another in Bombay in 1862; branches in Madras and Pondicherry, then a

French colony, followed, established itself in Bengal in 1869. Calcutta was the

most active trading port in India, mainly due to the trade of the British Empire,

and so became a banking center.

The first entirely Indian joint stock bank was the Oudh Commercial Bank,

established in 1881 in Faidabad. It failed in 1958. The next was the Punjab

National Bank, established in Lahore in 1895, which has survived to the

present and is now one of the largest banks in India.

Around the turn of the 20th Century, the Indian economy was passing through

a relative period of stability. Around five decades had elapsed since the Indian

Mutiny, and the social, industrial and other infrastructure had improved.

Indians had established small banks, most of which served particular ethnic

and religious communities.

The presidency banks dominated banking in India but there were also some

exchange banks and a number of Indian joint stock banks. All these banks

operated in different segments of the economy. The exchange banks, mostly

owned by Europeans, concentrated on financing foreign trade. Indian joint

16

stock banks were generally undercapitalized and lacked the experience and

maturity to compete with the presidency and exchange banks. This

segmentation let Lord Curzon to observe, "In respect of banking it seems we

are behind the times. We are like some old fashioned sailing ship, divided by

solid wooden bulkheads into separate and cumbersome compartments."

The period between 1906 and 1911, saw the establishment of banks inspired

by the Swadeshi movement. The Swadeshi movement inspired local

businessmen and political figures to found banks of and for the Indian

community. A number of banks established then have survived to the present

such as Bank of India, Corporation Bank, Indian Bank, Bank of

Baroda, Canara Bank and Central Bank of India.

The fervor of Swadeshi movement lead to establishing of many private banks

in Dakshina Kannada and Udupi district which were unified earlier and known

by the name South Canara (South Kanara ) district. Four nationalized banks

started in this district and also a leading private sector bank. Hence undivided

Dakshina Kannada district is known as "Cradle of Indian Banking".

During the First World War (1914–1918) through the end of the Second World

War (1939–1945), and two years thereafter until the independence of India

were challenging for Indian banking. The years of the First World War were

turbulent, and it took its toll with banks simply collapsing despite the Indian

economy gaining indirect boost due to war-related economic activities.

1.5) Position of Indian Banking Sector at Post Independence

The partition of India in 1947 adversely impacted the economies

of Punjab and West Bengal, paralyzing banking activities for months.

India's independence marked the end of a regime of the Laissez-faire for the

Indian banking. The Government of India initiated measures to play an active

role in the economic life of the nation, and the Industrial Policy Resolution

adopted by the government in 1948 envisaged a mixed economy. This

resulted into greater involvement of the state in different segments of the

17

economy including banking and finance. The major steps to regulate banking

included:

The Reserve Bank of India, India's central banking authority, was

established in April 1934, but was nationalized on January 1, 1949 under

the terms of the Reserve Bank of India Act, 1948 (RBI, 2005b).

In 1949, the Banking Regulation Act was enacted which empowered the

Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in

India".

The Banking Regulation Act also provided that no new bank or branch of

an existing bank could be opened without a license from the RBI, and no

two banks could have common directors.


Despite the provisions, control and regulations of Reserve Bank of India,

banks in India except the State Bank of India or SBI, continued to be owned

and operated by private persons. By the 1960s, the Indian banking industry

had become an important tool to facilitate the development of the Indian

economy. At the same time, it had emerged as a large employer, and a

debate had ensued about the nationalization of the banking industry. Indira

Gandhi, then Prime Minister of India, expressed the intention of

the Government of India in the annual conference of the All India Congress

Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The

meeting received the paper with enthusiasm.

Thereafter, her move was swift and sudden. The Government of India issued

an ordinance ('Banking Companies (Acquisition and Transfer of Undertakings)

Ordinance, 1969') and nationalized the 14 largest commercial banks with17


included:






India".

















Ordinance, 1969') and nationalized the 14 largest commercial banks with17


included:






India".

















Ordinance, 1969') and nationalized the 14 largest commercial banks with

18

effect from the midnight of July 19, 1969. These banks contained 85 percent

of bank deposits in the country. Jayaprakash Narayan, a national leader of

India, described the step as a "masterstroke of political sagacity." Within two

weeks of the issue of the ordinance, the Parliament passed the Banking

Companies (Acquisition and Transfer of Undertaking) Bill, and it received

the presidential approval on 9

August 1969.

A second dose of nationalization

of 6 more commercial banks

followed in 1980. The stated

reason for the nationalization

was to give the government

more control of credit delivery.

With the second dose of

nationalization, the Government

of India controlled around 91%

of the banking business of India.

Later on, in the year 1993, the

government merged New Bank of India with Punjab National Bank. It was the

only merger between nationalized banks and resulted in the reduction of the

number of nationalized banks from 20 to 19. After this, until the 1990s, the

nationalized banks grew at a pace of around 4%, closer to the average growth

rate of the Indian economy.

1.7) At the time of Liberalization

The IT revolution had a great impact in the Indian banking system. The use of

computers had led to introduction of online banking in India. The use of the

modern innovation and computerization of the banking sector of India has

increased many folds after the economic liberalization of 1991 as the

country's banking sector has been exposed to the world's market. The Indian

banks were finding it difficult to compete with the international banks in terms

of the customer service without the use of the information technology and

computers. The RBI in 1984 formed Committee on Mechanization in the

Banking Industry (1984) whose chairman was Dr C Rangarajan, Deputy

19

Governor, Reserve Bank of India. The major recommendations of this

committee were introducing MICR Technology in all the banks in the

metropolis in India. This provided use of standardized cheque forms and

encoders.

Committee for proposing Legislation on Electronic Funds Transfer and other

Electronic Payments (1995) emphasized on EFT system. Electronic banking

refers to doing banking by using technologies like computers, internet and

networking, MICR, EFT so as to increase efficiency, quick service,

productivity and transparency in the transaction.

Apart from the above mentioned innovations the banks have been selling the

third party products like Mutual Funds, insurances to its clients. Total numbers

of ATMs installed in India by various banks as on end March 2005 is 17,642.

The New Private Sector Banks in India is having the largest numbers of ATMs

which is full off site ATM is highest for the SBI and its subsidiaries and then it

is followed by New Private Banks, Nationalized banks and Foreign banks.

While on site is highest for the nationalized banks of India.

BANK GROUP NUMBER OFBRANCHES

ON SITEATM

OFF SITEATM

TOTALATM

NATIONALISED BANKS 33627 3205 1567 4772

STATE BANK OF INDIA 13661 1548 3672 5220

OLD PRIVATE SECTORBANKS

4511 800 441 1241

NEW PRIVATE SECTORBANKS

1685 1883 3729 5612

FOREIGN BANKS 242 218 579 797

20

CHAPTER 2:SARVODAYA SAHAKARI BANK LTD’s

PROFILE

21

ABOUT SARVODAYA SAHAKARI BANK LTD

Established in the year 1982 with an authorized Share Capital of Rs. 25.00

lacs and the paid up Share Capital of Rs. 4.00 lacs The Sarvodaya Sahakari

Bank Ltd., Surat is rightly bracketed as one of the leading and top-most co-op.

banks of the city.

From a small rental place into the centrally air-conditioned well equipped

premises, Bank had leapfrogged in the year 1991. To meet with the high-tech

demand of the time, Bank got fully computerized in the year 1993 and

gratified the inhabitants of the City with its efficient services. Thereafter many

Banks took a leaf out of it and got themselves computerized.

To serve the larger number of people, the Bank kept on opening its branches.

At present Bank is having network of 7 (Seven) branches across Surat City.

To compete and meet with the demand of time, in Feb’08, Bank started

implementation of CBS facility at the Head Office, so that its customers can

avail better facilities. In a short span of 1 year, it linked-up all its branches with

CBS. To ease the burden of its customers and to offer them better services,

Bank has also initiated Mobile (SMS) banking services. It also desires to offer

off Site ATM services in the different areas too. Bank has also installed

‘KIOSK’ at all the branches so as to get the account information for its

customers. Above that the Bank is to provide Internet Banking facility to its

customers shortly after completion of certain required procedures.

Realizing the fact of difficulty in the survival only on the income out of the

Banking business, the Bank has entered into the Life Insurance field with the

help of “Kotak Mahindra Old Life Insurance Ltd.” on its foundation day (i.e.

08TH May 2008) to expand and flourish. Moreover the Bank is already at

work of protecting the assets & valuables of its customers through the

General Insurance Policy in affiliation with ICICI Lombard General Insurance

Co. Ltd. and is earning handsome commission from its non-banking business.

22

2.1) Board of Directors

NAME DESIGNATION

Prafulchandra A .Shah Chairman

Rameshchandra J. Reshamwala Vice Chairman

Dr. Jainabad B .Bhakta Managing Director

Dr. Kanubhai G. Mavani Managing Director

Dr. Bharatbhai N. Shah Managing Director

Madhusudan N. Katargamwala Managing Director

Kanubhai H. Shah Managing Director

Rajendra N. Chokhawala Managing Director

Dr. Nanubhai D. Harkhani Managing Director

Mahendra R. Kajiwala Managing Director

Kirit G. Gandhi Managing Director

Vipinbhai N. Shah Expert Director

Utpalbhai C. Choksi Expert Director

2.2) Bank Branch Detail:Sr. Branch Name Address ATM Locker

1 Head Office : (Varachha

Road)

'Shrinidhi', Khand Bazar,

Varachha Road, Surat – 395006

Yes No

2 Ring Road (Khatodara)

Branch

Centre Point Building,

Nr.Kadiwala School, Ring Road,

Khatodara, Surat - 395003

Yes No

3 Ved Road Branch Ramji Chambers, Ramji Nagar,

Opp. Nani Bahucharaji temple,

Ved Road, Surat - 395004

Yes Yes

4 Athwalines Branch M-25, Sargam Shopping Centre,

Parle Point, Surat

Yes Yes

23

5 Puna-Kumbhari Branch N J Complex, Puna - Kumbharia

Road, Magob, Surat

Yes Yes

6 Textile Market Branch L-G/ 259-262, Adarsh Textile

Market - I Opp. Textile Market,

Ring Road, Surat

Yes No

7 Bamroli Pandesara

Branch

Plot No-B/34-35 ,Jalaram Nagar,

Piyush Point Char Rasta, Gujarat

Housing Board Main Road,

Pandesara Surat-394221

Yes Yes

2.3) Glimpses at a glance

The Bank became the FIRST of its kind in the South Gujarat & second in

the State of Gujarat by providing the ATM Facility to its customers SINCE

1996.

The Bank was the first Co-op. Bank in Gujarat to offer the VAT (View

Account Terminal) facility at all its branches.

It was the FIRST Co-op. Bank to get the approval for sanction of Term

Loans under TUF Scheme.

By “The National Federation of Co-op Credit Society “(Delhi), the Bank got

the Second position in the year 1998 & 99 at the national level for getting

Class – “A “Audit & for being the non-controversial Bank”.

It also acquired the FIRST position in the district for the Best services at

the competition staged by the “Surat Jilla Sahakari Sangh” in the year

2001-02.

Further in the year 2008-09, Bank secured the 2nd prize for the stunning

performance in the entire south Gujarat at the function of “Toppers Award”

organized by “South Gujarat Bank’s Association”.

It is the ONLY Bank in the Surat City to cater to the needs of huge nose of

flood Victims in the year 2006.

It is also affiliated with some Charitable Institutions for a Good cause of

serving persons economically weak.

24

SARVODAYA SAHAKARI BANK LTD’S SERVICE

Loan

Sarvodaya Bank basically provides different types of loans for facilitating their

Account holder. The different types of loans are as under.

Personal Loan

New Vehicle Loan

Home Loan

Property Mortgage Loan

O.D Facility

C.C Facility

Machinery Loan

Customer Durables Loan

Loan against Securities

Now we will see the bank Criteria regarding loan and their process as per

Sarvodaya bank’s declaration. The eligibility criteria, bank’s rate, other

charges, Methodology for application are given as under.

2.4) PERSONAL LOAN

1. Eligibility Criteria:

Any salaried person or Professionals or self Employed is eligible for

bank loan. The purpose considered are, social cause or small repairs of

property or Child education etc. Loan granted up-to 5 times of the net monthly

income of the applicant/s or Rs.1 lacs whichever is less. Bank requires

minimum of two personal guarantees having income/asset expectable to the

Bank.

Effective Rate of Interest: 14 % * Processing Charges: Nil

Pre-payment Charges: Nil

Share Money Contribution: 5 % of the Loan Sanctioned.

Tenure For Repayment: Maximum up-to 40 months.

2. How to Apply: An application in Bank’s Prescribed Form duly filled up

having been affixed with the Photographs of the applicant/s and

guarantors along with their signatures to be supported by the papers /

documents detailed as under.

25

For the Applicant/s:

Photo I.D.

Income Proof.

Residential Address Proof

Proof of Immovable Property if owned by the applicant.

Bank A/c Statement for the last six months.

Statement of A/c for Loan/ Advance facility availed from other Bank/ F.I

A letter of undertaking from the employer to deduct of EMI from salary

in case of salaried person if agreed by their Employers.

For the Guarantors:

Photo I.D.

Income Proof.


Proof of Immovable Property

if owned in their name.

2.5) VEHICLE LOAN


Any salaried persons/Professionals - Self Employed/Businessman

CAN APPLY FOR Vehicle loan at Sarvodaya Bank at any branch or Main

office. The condition is only for the purpose of purchase of New Vehicle for

personal usage not other than that. Loan amount will depend upon the

repaying capacity of the applicant and the worth of the personal guarantees

offered.

2. For application under “Quick Disposal Scheme:

Particular Partition Amount (Rs)

Maximum Loan

Amount

Two Wheelers

Vehicle

50000/-

Four Wheelers

Vehicle

500000/-

26

3. Personal Guarantee having income/asset expectable to the Bank:

Two Wheelers Vehicle At least One

Person.

Four Wheelers Vehicle At least Two

Persons

4. How To Apply:An application in Bank’s Prescribed Form duly filled up having been affixed

with the Photographs of the applicant/s and guarantors along with their

signatures to be supported by the papers / documents detailed as under.


Income Proof.

Copy of I.T Pan Card.

Copy of Driving License.


Proof of Residential Property owned by the applicant / member of the

family.


Rate of Interest: For Two Wheelers Loan 13%

For Four Wheelers Loan 12 %.

Processing Charges: For Two Wheelers Loan Rs. 100/-

For Four Wheelers Loan Rs. 500/-

Tenure For Repayment: For Two Wheelers Loan Max. 24 Month

For Four Wheelers Loan Max. 48 Month

Pre-payment Charges For Two Wheelers Loan Nil

For Four Wheelers Loan Nil

Share Money Contribution 2.5% of the Loan Sanctioned.

27

Statement of A/c for Loan / Advance facility availed from other Bank /

F.I

For the Guarantors:

Photo I.D. Income Proof.


Proof of Immovable Property if owned in their name.

2.6) HOME LOAN


Any person having sufficient repaying capacity, for the purpose of

Purchase or Construct a House Property and residence within the District –

Surat are eligible for the Home loan at Sarvodaya bank. For Loan maximum

up to 85 % of the Purchase Cost as per Sale Agreement or Cost of

Construction as per Construction Agreement in case new Construction or

Valuation by the approved velour of the Bank whichever is less. Loan amount

will depend upon the repaying capacity of the applicant and the worth of the

personal guarantees offered.

1. Personal Guarantee: of at least two persons having income / asset

expectable to the Bank.

2. Primary Security: Mortgage of the House Property.

3. Rate of Interest Floating Scheme: 10 %. (Shall be changed if required

by the bank after a Period of 2 years)

4. Rate of Interest Fixed Scheme: 11 %.

5. Interest Scheme once selected at the time of disbursement can’t bechanged afterwards.

6. Processing Charges: Minimum Rs. 250/- Or 0.50 % of the Sanctioned

Amount out of which Rs.250/- to be deposited at the time of submission of

the loan application.

7. Pre-Payment Charges: Nil

8. Share Money Contribution: 2.5 % of the Loan Sanctioned.

28

9. Tenure For Repayment: Maximum 180 Months, depending upon the age

of the applicant/ co-applicants.

10.How to Apply: An application in Bank’s Prescribed Form duly filled up





Income Proof. Copy of I.T Pan Card.

Present Residential Address Proof.

Copy of Sale Agreement in case of purchase of house property.

In case of construction:

A copy of Construction agreement.

A copy of sale-deed of the land.

A copy of approved plan along with the permission granted by S.M.C.



F.I.

For the Guarantors:




2.7) PROPERTY MORTGAGE LOAN

1. Eligibility Criteria:For the purpose of Business bank can approve loan maximum up to 50

% Valuation of the property by the Bank’s approved velour. Property offered

for mortgage requires Titles Clearance certificate from Bank’s approved

advocate (This requires before disbursement of loan). Loan amount will

depend upon the repaying capacity and nature of business of the applicant

and the worth of the personal guarantees offered.

29

2. Personal Guarantee: of at least two persons having income-asset


3. Primary Security: Mortgage of the Property offered.

4. Rate of Interest: 13 %

5. Processing Charges: At the prevailing rates of the Bank from time to

time.


7. Share Money Contribution: 2.5 % of the Loan Sanctioned.

8. Tenure for Repayment: Maximum 60 Months.

9. How to Apply: An application in Bank’s Prescribed Form duly filled up





Income Proof.

Proof regarding Registrations

of the business.

Proof regarding place of

business.

Copy of I.T. Pan Card of the

applicant/s.

Residential Address Proof of

the applicant/s.

Original Title deeds of the

Property to be mortgaged at

the time of mortgage.

Bank A/c Statement for the

last six months.

Statement of A/c for Loan /

Advance facility availed from

other Bank / F.I.

For the Guarantors:




2.8) OVER DRAFT FACILITY


30

For the purpose of Business bank can approve loan maximum up to 50

% Valuation of the property by the Bank’s approved velour. Property offered

for mortgage requires Titles Clearance certificate from Bank’s approved

advocate (This requires before disbursement of loan). Amount of Credit

Facility will depend upon the nature of business of the applicant and the worth

of the personal guarantees offered.

Personal Guarantee: at least two persons having income / asset expectable

to the Bank

Primary Security: Mortgage of the Property offered.

Rate of Interest: 14 %.

Processing Charges: At the prevailing rates of the Bank from time to time.

Pre-Payment Charges: Nil

Share Money Contribution: 2.5 % of the Loan Sanctioned.

Renewal: Limit required to be renewed every year.

Tenure for Repayment: This limit will be reduced @ 20 % every year at the

time of renewal and required to be satisfied in full on or before 5 years.

2. How to Apply:


Income Proof.


of the business.


business.


applicant/s.


the applicant/s.

Original Title deeds of the

Property to be mortgaged at

the time of mortgage.

Bank A/c Statement for the

last six months.

Statement of A/c for Loan /

Advance facility availed from

other Bank / F.I.

For the Guarantors:




31

2.9) CASH CREDIT FACILITY

1. Eligibility Criteria:For the purpose of Business bank can approve maximum credit up to

20 % the annual sales Turnover by the Bank’s approved velour. (Own

contribution @ 5 % of the C.C. Limit sanctioned is required). Amount of Credit

Facility will depend upon the nature of business of the applicant, offering of

collateral security and the worth of the personal guarantees.

3. Personal Guarantee: of at least two persons having income / asset


4. Primary Security: Hypothecation of Stock & Book debts (i.e. not more

than 60 days.)

5. Collateral Security: Not required for Limit below Rs. 2.00 lacs.

6. Drawing Power: 65 % of the Paid stock Plus Book debts for not more

than 60 days on submission of the stock – book debt statements every

month (i.e .D.P. will not exceed the sanction limit).

7. Rate of Interest: 11.50 %

8. Processing Charges: At the prevailing rates of the Bank from time to

time.


10.Share Money Contribution: 2.5 % of the Limit Sanctioned.

11.Renewal: Limit required to be renewed every year.

Tenure for Repayment: This limit will be reduced @ 20 % every year at the

time of renewal and required to be satisfied in full on or before 5 years.

How to Apply:


Income Proof.

32


of the business.


business.


applicant/s.


the applicant/s.

Original Title deeds of the Property to be mortgaged at the time of

mortgage.



F.I.

For the Guarantors:




2.10) MACHINERY LOAN


For purchase of new machinery for the purpose of Business, Bank can

allowed Maximum Loan facility @ 75 % of the Cost of machinery. Amount of

Loan will depend upon the repaying capacity, Nature of business, offering of

collateral security and the worth of the personal guarantees.

Personal Guarantee: of at least two persons having income / asset


Primary Security: Hypothecation of Machinery.

Collateral Security: Not required for Limit below Rs. 2.00 lacs.

Rate of Interest: 12.00 %

Processing Charges: At the prevailing rates of the Bank from time to time.

Pre-Payment Charges: Nil

Share Money Contribution: 2.5 % of the Limit Sanctioned.

Renewal: Limit required to be renewed every year.

33

Tenure For Repayment: Loan to be repaid in maximum 60 EMI.

How To Apply: Same as Methodology of C.C facility.

2.11) loan against security

2.12) Various Deposit Schemes:

FIXED DEPOSIT SCHEMES

Sr. Period(Days) Rate ofInterest

1. 30 to 45 4.50%

2. 46 to 90 5.50%

3. 91 to 180 6.50%

4. 181 to 365 7.50%

5. 366 to 730 9.00%

6. 731 to 1095 9.50%

7. 1096 to 1825 10.00%

8. Above 1826 9.00%

FLEXI DEPOSIT

Minimum Rs.10000/- Thereafter

In Multiplication of Rs.1000/-

Maximum Period Up To 5

Years.

1% Less Of Above Interest

Rate.

Withdraw able before maturity

in parts in multiplication of Rs.

1000/- as and when needed

without charging penal interest.

Sr. Types of Loan Maximum Limit Rate of Interest *

1 Against pledge NSC/KVP 80% of Face Value 10%

2 Against Assignment of LIC

Policy

90% Of Surrender

Value

10%

3 Against Non-cum. RBI/UTI

Bond

70% face value 10%

4 Against pledge of Gold

ornament

Rs.9500 per every 10

Gms.

11%

5 Against FDR 90% of FD Amount FD Rate + 1%

34

GOLDEN MONTHLY INCOME PLAN (GMIP)Get monthly interest by investing in this scheme. Facility to get monthly

interest credit to savings account with our bank or get cheque for monthly

interest in advance for the entire tenure of deposit.

RECURRING DEPOSIT

Sr. Months Amount Rate Maturity Amount(Rs)

1. 12 100 9.00% 1260.00

2. 24 100 9.50% 2651.00

3. 36 100 10.00% 4208.00

4. 48 100 10.00% 5911.00

5. 60 100 10.00% 7791.00

REINVESTMENT DEPOSIT SCHEME

In this scheme customer will get interest RE-INVESTED on deposit amount.

Minimum period of deposit would be 15 months & above.

Mobile Banking:

Mobile banking (also known as M-Banking) is a term used for performing,

account transactions, credit applications, balance checks payments, and other

banking transactions through a mobile device such as a mobile phone or

Personal Digital Assistant (PDA). The earliest mobile banking services were

offered over SMS, a service known as SMS banking.

Mobile Banking Service over Application/Wireless Application Protocol(WAP)

The service is available on java enabled /Android mobile phones (with or

without GPRS) where the user is required to download the application on to

the mobile handset. The service can also be availed via WAP on all phones

(java/non java) with GPRS connection.

35

The following functionalities are available:

Funds transfer. (within and outside the bank)

Interbank Mobile Payment Services. (IMPS)

Enquiry services. (Balance enquiry/ Mini statement)

Cheque book request.

Demat Enquiry Service.

Bill Payment (Utility bills, credit cards, Insurance premium), Donations,

Subscriptions

Mobile Top up.

Business Rules:

All Current/ Savings Bank Account holders in P segment are eligible.

Transaction limit per customer per day is Rs.50,000/- with a calendar

month limit of Rs.2,50,000/- All customers can avail the Service irrespective

of their telecom service provider. The Service is free of charge. SMS/GPRS

cost will be borne by the customer.

Mobile Banking Service over SMS:

The service is available on all phones (java/non java) with/without GPRS

connection. No need to download the application. Ordinary SMS charges are

applicable.

The following functionalities are available:

• Enquiry Services (Balance

Enquiry/Mini Statement)

• Mobile Top up

• IMPS- Mobile to Mobile

Transfer

• Change MPIN

Stamp Franking:

Franking (or "franks") are any and all devices or markings such as postage

stamps (including those pre-printed on postal stationery), printed or stamped

impressions, coding, labels, manuscript writings (including "privilege"

36

signatures), and/or any other authorized form of markings affixed or applied to

mails to qualify them to be post ally serviced.

37

CHAPTER: 3

INTRODUCTION TO THE RESEARCH

38

3.1) Literature ReviewDefining and measuring quality in services might be difficult due to the

intangible nature of the service offering. The researches on service quality

have been carried out within the framework of widely accepted service quality

servqual instrument since then; many researchers have used the 22-items

scale to study service quality in different sectors of the service industry

including financial institutions…

The service quality model was derived from the magnitude and directions of

five gaps as follows:

Gap 1 (Understanding): the difference between customer expectations and

management perceptions of customer expectations

Gap 2 (Service Standards): the difference between service quality

specifications and management perceptions of consumer expectations.

Gap 3 (Service Performance): the difference between service quality

specifications and the service actually delivered.

Gap 4 (Communications): the difference between service delivery and what

is communicated about the service to customers.

Gap 5 (Service Quality): The difference between customer expectation of

service quality and customer perception of the organization’s performance

Quality is the keyword for survival of organizations in the global economy.

Organizations are undergoing a shift from a production-led philosophy to a

customer-focused approach. Competitiveness of a firm in the post-liberalized

era is determined by the way it delivers customer service. Quality is the

keyword for survival of organizations in the global economy. Organizations

are undergoing a shift from a production-led philosophy to a customer-

focused approach. Competitiveness of a firm in the post-liberalized era is

determined by the way it delivers customer service.

I have collected the three different repots which somewhere related with the

Banking and Service sector which really gives good conclusions. This was

very helpful to me for the decision making and analysis of my research. The

findings and their conclusion has been included here for more reference and

39

their source also been included in the Bibliography in the part of literature

review.

Customer Satisfaction, Perceived Service Quality and Mediating Role ofPerceived Value: (2012) (page No: 17, 18, 19, 20) (worded by Saif UllahMalik) ” Regression and correlations analysis The results of testing mediating

model using a stepwise regression analysis are shown in Table 4. In this

model testing, independent variable in Step 1 was then followed by

entering, mediating variable in Step 2. An examination of multicollinearity

in the coefficients table shows that the tolerance values for the relationship

between the independent variable (i.e. perceived service quality) and the

dependent variable (i.e., customer satisfaction) were 0.986., indicating the

variables were not affected by multicollinearity problem. The outcomes of

testing hypotheses in two Steps: Step 1 showed that relationship between

perceived value and perceived service quality are significantly correlated with

customer satisfaction (β=.306, p<0.001), therefore H1 supported.”

Measuring Service Quality in Retail Banking Sector in Context ofGujarat: (2012) (Page No: 43) (worded by parmita Mehta): “When

compared with customers’ expectations, reliability dimension of service quality

shows the highest shortfall considering all banks together and the dimension

of assurance shows the smallest gap. The type of account is the

demographic variable in the given context that could be used to profile the two

segments. Responsiveness is the most important dimension in influencing

overall quality perception, overall customer satisfaction, likelihood for

recommendation and loyalty intention. The tangible is the second most

important dimension in influencing the above constructs.”

Determining the gap between customer Expectation and perception Inretail Banking: (2012) (Page No: 26) (worded by Ganesh P and Dr. RNandagopal) “The study confirms that there is significant gap between the

customers expected service and perceived service level in retail banking

across all service quality dimensions, which leads to dissatisfaction and non-

committal approach towards the service provider. A customer is not just

money in the cash register. He is a human being with feelings and deserves

40

to be treated with respect. Any business without a focus on customer

satisfaction is at the mercy of the market. Without loyal customers eventually

a competitor will satisfy those desires and your customer retention rate will

decrease.”

Customer perception on service quality in banking sector: with specialreference to Indian private banks in Moradabad region: (2012) (Page No:600, 601, 602) (worded by Vibhor jain, Dr.Sonia Gupta, Smrita Jain)“There is an urgent need for the banking services to reaffirm themselves in

view of the cutthroat competition, which is close on the anvil. The banks shall

have to reorient themselves in terms of the customer service parameters to

instill the concept of quality service in the mind of the customer and therefore

the growth. Strategically speaking, the banks in the private sector should

focus more on improving the infrastructure. The infrastructure not only

involves the information technology input in the branches but also the physical

evidence, internal environment and layout. This is due to the fact that recently

like in other services, in banking also the internal ambience of the

organization has a positive impact on the customers. The customers trust the

public sector banks. These banks have existed in the market for a longer

period than the private sector banks. The reliability factor is a positive factor

for these banks. They should position themselves in the market on the basis

of this dimension and promote themselves aggressively. This will not only

help them survive the present onslaught from private sector banks, but also

be competitive in the market. The Private sector Banks should be improved in

such point of view the growing needs of the customers are evident from the

wide array of services being offered by the banks like insurance, mutual

funds, depository services, etc. According to Reserve Bank of India, the

voluminous increase of 14,85,643 crores in the retail financing schemes of the

various banks indicates the varied needs of the customers, in which the

private sector banks have emerged as the significant players. This in turn

points towards the degree of readiness, which these banks are demonstrating

towards the customers and their needs. Besides this, these banks should

follow the strategy of differentiation of service offers from one another. Last

but not the least, the customer base of the public sector banks is very big as

41

compared to the private sector banks, therefore it is important to retain them

with the banks. It becomes imperative for the private sector banks to train

their employees to treat the customers with empathy. This can give the

required leading edge and finally the competitive advantage over the public

sector banks. The study indicates that the responsiveness is a most critical

factor. The private sector banks like HDFC & ICICI Bank have emerged as the

leading bankers. It is more so due to the fact that they have proven to be

more responsive to the customers’ needs. However, in order to be more

successful in the market, the private sector banks shall have to be more

innovative in terms of the product offers to the customers and compete

aggressively in the market. The other aspect however, which needs to be

strategized is the reliability. As indicated by the study, the private sector

HDFC bank leads in reliability when compared to the other private sector

banks. Therefore, these banks should make relevant strategies for gaining

reliability….”

Customer’s perception of service quality of State Bank of India - AFactor Analysis: (2011) (Page No: 24) (Dr. Mrs. G. Santhiyavalli) “Service

quality should be used as a strategic tool to get a competitive advantage over

the competitors. With the increasing levels of globalization of the Indian

banking industry, and adoption of universal banks, the competition in the

banking industry has intensified. Any where’ and ‘any time banking now

become a reality .Recognition of service quality now acts as a competitive

weapon. Analysis of gap score reveals that in State Bank of India ‘Empathy’

has maximum average score of 3.240 among other four dimensions. The

factor analysis clearly indicates that among five dimensions ‘Reliability’,

‘Responsiveness’, ‘Empathy’ and ‘Tangibility’ are the major factors

responsible for customer satisfaction which stood at 90 percent regarding the

services provided by State Bank of India. Thus based on the percent level of

customer satisfaction, the State Bank of India has scope to improve the

quality of the service rendered to its customers to ensure their loyalty.”

Service Quality Perception and Customers’ Satisfaction in InternetBanking Service: A Case Study of Public and Private Sector Banks:

42

(2011) (page No: 63) (Dr. Vijay M. Kumbhar) “In the modern banking service

internet banking is one of the convenient banking services. It provides wider

benefits to the customers. All banks were not providing quality internet

banking services. Our study indicates that, overall service quality and

customer satisfaction in internet banking services is approximate same.

However, dimension wise service quality was differed by type of banks. The

second hypothesis of this study has been tested using correlation test. Here

spearman’s rho non-parametric correlation test was performed to understand

correlation between each of service quality dimensions and overall customer

satisfaction in Internet banking. As per SPSS 19.0 user manual multiple

correlation test is useful to assess relation between multiple independent

variable and one dependent variable. Therefore, we have performed

spearman’s rho non-parametric correlation test and result shows that there

was a significant relationship between all dimensions and overall customer

satisfaction, it leads to accept null hypothesis The present research evidence

that most of internet banking users were male (81.2%), with a age group

between 25 to 35 (34.7%), 36 to 50 years (34.8%), graduates (49.5%), post

graduates (41.1%), Businessman (36.4%), employees (31.6%). Income wise

data shows that there most of users were belongs to middle income group.

About 56.45% users were from annual income group of Rs 3 to 8 lacs;

18.30% were from annual income group of more than 8 lacs and remaining

was from annual income group of below than Rs. 3 lacs. This data indicates

that reject null and accept alternative hypothesis – 1 i.e. Alt: All types of

customers are not using internet banking services i.e. male and female; semi

literate and highly literate; belongs to all professions; belongs to low and high

income group

Service Quality Attributes Affecting Customer Satisfaction in BankingSector of India: (2010) (page No: 97) (worded by Uma Sankar Mishra,Jyoti Ranjan Das, Sanjib Pattnaik, Ayasa Kanta Mohanty) “Delivering

superior service quality appears to be a prerequisite for success of any

service firms. As electronic banking becomes more prevalent, now-a-days

customers are evaluating banks based more on their “high-touch” factors than

on their “high-tech” factors in most of the developing economy like India. The

43

operationalization of customer satisfaction in banking sector is somewhat

hazy, and it should be operationalized along the same dimensions that

constitute service quality. In this context, two proposed structural equation

models (SEMs) show the relationship between customer satisfaction on bank

services and the attributes of the perceived service quality. The proposed

models identify service quality attributes to improve, with the aim of offering

bank services characterized by higher levels of quality…..”

Analysis of service quality gap and customers ‘satisfaction in privatebanks: (2010) (page no: 1 to 17) (worded by Dr. S.P. Singh, Ms. SunaynaKhurana) “The results of Gap 5 analyses showed that customers’ perception

for private banks in Hissar District was lower than their expectations. In

attributes like “Bank staff giving customers best interest at heart”, “Personal

attention given” , “Friendliness and courtesy of Bank staff”, “When My Bank

promises to do something by a certain time, it will do so”, “Individual attention

given by Bank staff” ,the service quality gap were high (more than -1.00). The

bigger is the gap the greater the need to improve the level of service quality.

The study also found that male customers are dissatisfied with attributes like

“Bank staff giving customers’ best interest at heart”, on the other side females

are dissatisfied with other attributes as “Personal attention given by bank

employees”. This means that banks have to give more importance to such

attributes and must take steps to reduce the service quality gap. The study

noted that perception &expectation of males & females related to 15 attributes

of service quality are same. This explains that these fifteen attributes are of

importance for both group of customers (male & female).Related to overall

satisfaction with the banks services; it was also found that male customers

are little more satisfied than female customers as the mean value of

satisfaction level of male (3.43) is more than the mean value of satisfaction

level of female customers (3.33). The study also revealed that there is no

significant difference between the Satisfaction level of male & female

customer related to Overall satisfaction, Personal Contacts of bank

employees and Quality of Banking Services. This means that bank customers

whether they are male or females are just satisfied with services of private

banks. They have more expectations with banks. Therefore the Private Banks

44

Table 4: Hypothesis testing- h2, h3, h4, analysis of service quality gap and

customers’ satisfaction in private banks18should adopt measures to reduce

the service quality gaps specially related to attributes likes “Bank staff giving

customers best interest at heart”, “Personal attention given” , “Friendliness

and courtesy of Bank staff”, “When My Bank promises to do something by

ascertain time, it will do so” and “Individual attention given by Bank staff”.

Service Quality Delivery and Its Impact on Customer Satisfaction in theBanking Sector in Malaysia (2010) (page no: 402, 403) (worded byJayaraman Munusamy, Shankar Chelliah and Hor Wai Mun)“Undoubtedly, no business can exist without customers. In the philosophical

words of Peppers and Rogers “The only value your company will ever create

is the value that comes from customers—the ones you have now and the

ones you will have in the future. This is absolutely true. Customer value is an

asset to the organization. Hence, in order to maintain the customer, the

organization needs to ensure that the right products and services, supported

by the right promotion and making it available at the right time for the

customers. While quality service and merchandise are essential in today’s

competitive market, it is equally important that a customer experiences the

"Wow Effect" that only superior customer service can deliver. A business that

caters to their customers` needs will inevitably gain the loyalty of their

customers, thus resulting in repeat business as well as potential referrals.

Consequently, it is imperative that businesses get to know their customers.

Establishing a professional relationship with customers empowers us with

the knowledge of what our customers need. When a business focuses on

delivering what is of value to their customers, this will generate the potential

for repeat business as well. The feedbacks from the survey is a testament to

the customer satisfaction hypothesis most definitely, there exists a positive

relationship between reliability with customer satisfaction. Similarly, the other

attributes, such as; assurances, tangibles, empathy and responsiveness all

have positive relationship with customer satisfaction. It is far more difficult to

measure the level of performance and satisfaction when it comes to the

intangible expectations. One of the ways to help obtain loyal customers is by

having products and services that are so good that there is very little chance

45

that the customer requirements will not be met. Of course, one of the

difficulties in understanding the true customer requirements is that the

customer can and will change them without notice or excuse. Having a good

recovery process for a dissatisfy customer is a very important and necessary

process for any service organization.

Banking Services and its Barrier: (2007) (Page No: 57) Worded By(Thorsten Beck, Asli Demirguc-Kunt and Maria Soledad Martinez Peria)“This paper is the first effort to systematically document the existence of

barriers to banking services. Using surveys of 193 banks in 58 countries, our

data show significant variation in barriers to banking across countries.

Though not without limitations, we think that this effort is important in

identifying and understanding the channels through which financial exclusion

works. Barriers like high minimum deposit balances, minimum loan amounts

and fees can lead to exclusion by making these products unaffordable for

large shares of the population.

As a first attempt at capturing quantitative measures of cross-country

differences in barriers to banking along the dimensions of physical access,

affordability and eligibility, this paper is complementary to other efforts to

collect data on access to financial services at the aggregate, firm- and

household levels. We are still very much in the beginning of this work and

richer data sources and in-depth analysis are needed to improve our

understanding of access and its impact on economic outcomes.”

Report for E-Banking Service and Customer Review: (2007) (page No:74) Worded By (Dr. Himani Sharma)“Regarding bankers’ perspectives on e-

banking activities of customers, the study reveals that there is not much

awareness in Indian customers regarding use of e- banking services. But, the

guidance and persuasion by bankers does promote the use of such services

amongst the customers. There is greater incidence of e- banking usage

among the middle age men (30 to 50 years of age); and women customers

use such services much less frequently. Occupation-wise, the professionals,

followed by business class, make more use of e-banking services. Bankers

are satisfied regarding the retention rate and access rate of e-banking

46

customers and they are also satisfied with switch over rate of customers from

traditional banking to e-banking. Regarding impact of e-banking, the study

indicates that e-banking helps in improving the relationship between bankers

and customers. The bankers expressed confidence that such bonds would

bring improvement in the overall performance of banks. The willingness to

use the e-Banking is directly related to the frequency of usage. There

should be seminars/workshops/talks on the healthy usage of e- Banking,

especially for those who are ATM or computer illiterates.”

Brief report on SMME’s measure of satisfaction with banking services:(2008) (page no: 1 to 4) worded by (Professor N Biekpe) “The findings

strongly indicate that SMMEs’ are generally not happy with the core services

they receive from their banks. However, when asked whether they will

consider changing their banks they were very reluctant to do so because they

felt that the situation will be similar in other competing banks. The main worry

to SMMEs is bank charges and advice services provided by their banks.

…….”

Report for which field Bank’s Service should be Focused: Operation orMarketing: (2009) (page No: 45) Worded By (AnkitaSingh)“The project opportunities provided was market segmentation and iden

tifying prospective customers in potential geographical location

and convincing them to attract more customers so that new business

opportunities of the bank can be explored. Through this project, it could be

concluded that people are not much aware about the various products and

services of the bank and many of them not interested to open an account, to

invest money at all. The conclusion is that there is tough competition ahead

for the company from its major competitors in the banking sector.”

Customer Satisfaction measurement in private bank sector: ( 2005)(page No: 143) Worded By (Robert Rele)“The presented customer

satisfaction survey took place in two different branches of the Commercial

Bank of India in the area of the city of Pune. I have found that in bank

sector has a lot opportunity because of a lot of dissatisfaction and grievance

47

has been evaluated by statistical tool. The progress of Banking environment

will be high rezone behind this is not only it is related the financial

management but also a lot of improvement is expected by their customer for

the bank services. A more detailed presentation is presented

below…………” Measuring Service Quality: Study on Private commercial

Bank in India and Bangladesh: (2002) (page No: 46) Worded By (Mohammad

Mizenure Rahaman)The research on measuring service quality has focused

primarily on how to meet or exceed the external customer’s expectations,

and has viewed service quality as a measure of how the delivered service

levels equalize consumer’s expectations. This study measuring service

quality of PCBs in Bangladesh and even India mainly studied on client

expectation and perception about the services on different five dimensions.

There are several interesting conclusion and research implications drawn

from these results. One of the primary causes of service quality design

failure is the lack of understanding of the evolving need and preferences of

targeted customers……”

3.2) Problem Statement and FormulationIt is very first and most important step in the applied research process

because poorly defined problem will not generate useful results. Poorly

defined problem cause confusion and do not allow to develop a good

Research Design.

The selected basic problem is to study, - Determine the deference of SSB’sperceived services and Account Holders’ expected services for SSB.

Many banks are far from the advantageous position because of scrawny

ability to identify the gaps between the customer expectations andperception of service o f bank. If they are not able to identify those gaps

effectively any banks will not sustain in the stiff competition.

It is very fact and practical that if Account Holders are not satisfied with what

they received from their bank representatives, grievance will increases and

48

even negative outcome will arise. So, this problem should deeply checked by

doing research work on it.

If it has done so, than it will very beneficial to the account holders and even

management of the SSB. Hence, it should be very clear that the problem is to

analyze the gap between the service perception and account holders’

expectations. A result of this analysis gives very clear idea to management of

SSB regarding the correct way and significance of the Bank services.

3.3) Objective of the study

Objective is divided in two parts, primary and secondary. It suggests the clear

objective of this project report.

1. Primary Objective:

To analyze the financial sector with the help of SSB bank as one of the

financial intermediately.

To study the SSB’s functions as whole.

To implement and to get experience about the Research Methodology

as the beginner in this field.

2. Secondary Objective:

To analyze the impact of service quality and customer satisfaction of

SSB.

To find the most important dimensions of service quality that

affect customer satisfaction of SSB.

To identify the solution regarding grievance of Account Holder of

SSB.

3.4) Scope of the Study

The scope of the study is limited to Surat city and the study is

undertaken through Cluster Sampling Method.

49

3.5) Significance of the Study

1. To the Reader:

Better Understand the quality of any bank’s services:

This report is very help full to the entire individual including the SSB’s account

holders is judge the any bank’s services though important criteria pot rat in

this report. Any individual can easily clears their opinions and dilemma of any

bank’s services.

2. To the Management of SSB:

Study will enable SSB to better understand their Account Holders:

A thorough survey and interpretation will provide deep insights into every

account holders’ expectations and the SSB will understand them in a much

better way. SSB can identify the grievance of their account holders and can

improve SSB’s drawbacks very easily to remove the prevailing grievance

easily.

Study will allow SSB to design service method according to AccountHolders’ requirements:

To study this report, SSB can do better management which favors to their

account Holders. The Study will helps to the management of SSB to improve

the Service standard as per all kind of account holders’ expectation. The Gap

of Management perception and account holders’ expectation will become low

by implementing this study.

3. To the researcher:

This project will clear the knowledge of various Bank services:

At the end of this project, my knowledge regarding bank services will

increases and even clear the banking service and methods.

50

It gives sufficient experience for conducting research methodology:

By completing the research on the mention dilemma, I as a fresh researcher

can get idea regarding how to do research. The methodology and important

criterion been known to me. This gives me better experience regarding the

research and implementation. In this way it helps me to upgrading the skills of

research in myself.

51

CHAPTER 4

RESEARCH METHODOLOGY

52

4.1) Research Design

I am putting my research plan on the paper to make clear and transparent

investigation for above stated problem. This plan is as under:

I am planning to conduct the formal research within the time frame on summer

training and within SSB’s office hours. To justify my research question I am

planning to collect the relevant data from different sources like, SSB‘s office

record, magazines, Business statistics books, relevant software and even

from different professionals.

I am planning to use primary data by questionnaire with the help of

communication study. To fill up the questionnaire I have decided to go with

simple random sampling. I am going to take 300 all types of account holders

of SSB out of 1lack 20 thousand account holders. (Population) hence it should

be clear that entire variable is in my control which suggests experimental

design.

My objective is to identify the problem which really makes impact to other

variables like services method, quality e t c. I want to study the gap between

the perceived service of SSB and expected service of account holder of SSB.

Meaning is to analysis what is the factor which influence to SSB service? This

objective is based on causal study.

The results and findings which I will derive from the end of this research it will

influence to all the population of SSB. Hence my aim is to go with statistical

study. By reading up to here I should to clear that this research will based on

field condition.

4.2) Collection of Data

1. Primary Data:All the people from different profession were personally visited and

interviewed. They were being the main source of the primary data for this

research. The method of collection of primary data was direct personal

interview through structured questionnaire.

53

2. Secondary Data:It was collected from internal sources. The secondary data was

collected on the basis of SSB’s office file, official records, and newspapers.

Also from reference book of research and business statistic, magazine and

last management preserved information.

4.3) Sample Design and size

It was convenient for me to go with the sampling. This technique not only

busts the speed of data collection but also create accuracy of the result. I

have taken 300 as a sample sizes out of 1 lack 20 thousand all type ofaccount Holders. To fill up the questionnaire I have made a plan, in which I

will divide 300 questionnaires in the part of approx 45 for each branch of SSB,

to get the view of all branch which situated at different location.

4.4) Data collection instrument

As I decided to collect data through Primary data collection, I have selected

the Simple Survey method for collection of Primary Data. In the Survey

method, I have selected Personal Survey for his data collection. For the

collection of required Primary data, I have prepared the Questionnaire,

which is enclosed at the end of the report. The Questionnaire includes

question such as multiple choice questions. As per research design I have

decided to collect 300 all type of account holders of SSB from 1 lack 20thousand population.

4.5) Processing and analyzing the collected data

When I complete my field survey, I processed the collected data and analyze

it in a systematic manner so that I can easily derive results from it. In order to

derive meaningful outcomes from data, I have formed the data in tables and

then use various Statistical tools and interpret the data as it is shown in the

chapter of findings and analysis of data.

54

CHAPTER: 5DATE ANALYSIS AND INTERPRETATION

55

Q1: Account holders’ experience regarding SSB’s internal ambiance:

(Table 1)

Particular Good

Environment

Having Personal

Attention

Not attentive

one

Unexpected negative

feeling

Account

Holder

30 75 140 55

(Chat 1)

Interpretation:

As seen in the above table, 47% account holders have Grievance that the

Bank representatives are not giving individual attention to them which they

expected from the bank representatives. On other hand, only 10% Customer

are in fewer of the Bank services. It’s not gives much attention to result which

derived from the Account Holder’s survey. It shows the dark line to

management for their performance. There are only 25% account holders

which are satisfied with the services. Hence, management has to take very

rapid action to control this situation.

46%

Pleasant & attractive decor

55


(Table 1)

Particular Good

Environment

Having Personal

Attention

Not attentive

one

Unexpected negative

feeling

Account

Holder

30 75 140 55

(Chat 1)

Interpretation:









14%

22%

18%

46%


Very Satisfied

Satisfied

Neutral

Dissatisfied

55


(Table 1)

Particular Good

Environment

Having Personal

Attention

Not attentive

one

Unexpected negative

feeling

Account

Holder

30 75 140 55

(Chat 1)

Interpretation:










Very Satisfied

Satisfied

Neutral

Dissatisfied

56

Q2. Experience of Account Holders, when they approach for the anykind of loan towards SSB.

Particular Flexible Tedious Depend on

amount of lone

Time Consuming

Account

Holder

43 77 110 70

(Table 2)

(Chat 2)

Interpretation:

As seen in the above table, out of 300 accounts holder 70 has given negative

opinion which very problematic for bank because this may affect to the Bank

credit policy.110 Account Holders has gives the diplomatic answers, which

shows the red signal to the management because they may shift to the

negative perception. 7 Account Holders has given negative opinion for the

Credit policy. This Shows that 26% Account Holders are not willing to

approach to bank for credit.

43

77

110

70

Flexible

Tedious

Depend on amount of lone

Time Consuming

0 20 40 60 80 100 120Flexible Tedious Depend on amount of lone Time Consuming

57

Q3. Account holders’ knowledge regarding various services of bank.

Particular E-Banking

ATMServices

M-Banking

Insurance Lockers StampFranking

Kiosk

Male 46 46 62 14 13 12 15

Female 28 50 21 10 30 0 13

Total 74 96 83 24 43 12 28

(Table 3)

(Chart 3)

Interpretation:

Sarvodaya Sahakari Bank has been fail to spread the knowledge regarding

the stamp Franking, Insurance facility locker facility, and Kiosk facility. The

Account Holders are not much aware regarding those facilities which have

been provided by the bank. The lowest and shocking result is that only 4%

Account Holders knows about Stamp Franking. And in the case of female

candidate 0% awareness are counted. Knowledge of ATM services is highest

in Account holders.

7496

83

2443

12 280

20406080

100120

Account Holder's Knowledge regarding Various Bank services

Male

Female

Total

58

Q4. Satisfaction level of Account Holders towards the lending officer:

Particular VerySatisfied

Satisfied Neutral Dissatisfied VeryDissatisfied

Friendly and courteous manner 45 51 60 78 66

Knowledge of bank's products &Services

64 59 70 66 41

Willingness to listen and respondto your need

30 46 46 56 122

Fast and efficient service 22 18 23 96 141

Recognition of you as valuedcustomer

46 50 70 77 61

Available to customers whenneeded

77 65 70 65 23

Offer of other services oralternative means to meet yourneeds

25 23 68 61 100

(Table 4)

(Chart 4.1)

15%

25%

Overall satisfaction level

58






64 59 70 66 41


30 46 46 56 122



46 50 70 77 61


77 65 70 65 23


25 23 68 61 100

(Table 4)

(Chart 4.1)

14%

21%

10%7%

15%

8%

Overall satisfaction level Friendly and courteousmanner

Knowledge of bank'sproducts & Services

Willingness to listen andrespond to your need

Fast and efficient service

Recognition of you asvalued customer

Available to customerswhen needed

Offer of other services oralternative means to meetyour needs

58






64 59 70 66 41


30 46 46 56 122



46 50 70 77 61


77 65 70 65 23


25 23 68 61 100

(Table 4)

(Chart 4.1)

Friendly and courteousmanner

Knowledge of bank'sproducts & Services

Willingness to listen andrespond to your need

Fast and efficient service

Recognition of you asvalued customer

Available to customerswhen needed

Offer of other services oralternative means to meetyour needs

59

(Chart 4.2)

Interpretation:

As seen in 1st pie chart, we can say that as compare to satisfactory level

dissatisfaction level is high in all the criteria of the analysis. Bank

representatives are not at all attentive towards their customers. They are not

proving as fast services as customer wants, that’s why the customers have

highest dissatisfaction in this area. One positive outcome is that bank

representatives are regular in service, because we can see that highest

satisfaction level is here always available to customers when needed. All over

performance is very negative for SSB bank, which shows red alert for the

management.

4564

30 22

46

77

25

51 5946

18

5065

23

6070

46

23

70 70 6878

6656

9677

65 6166

41

122141

61

23

100

020406080

100120140160

Very Satisfied Satisfied Neutral

Dissatisfied Very Dissatisfied

60

Q5. How fast the Account holders’ problem has been solved:

Particular Immediately Within 24hours

Within 3-5business days

More than1month

AccountHolder

56 63 75 106

(Table 5)

(Chart 5)

Interpretation:

Here, It is clearly seen that the solution for the account holder’s problem is

very slow. This can become the reason for account holders’ grievances for

dissatisfaction. If this process been revised, it will very beneficial for bank to

solve or to decrease the grievance’s level which we have found in other

cases.

35%

Account Holder's solution of theirproblem

60




More than1month

AccountHolder

56 63 75 106

(Table 5)

(Chart 5)

Interpretation:





cases.

19%

21%

25%

35%


Immediately

Within 24 hours

within 3-5 businessdays

More than 1month

60




More than1month

AccountHolder

56 63 75 106

(Table 5)

(Chart 5)

Interpretation:





cases.


Immediately

Within 24 hours

within 3-5 businessdays

More than 1month

61

Q6. Bank’s band image as internal design:

Particular Well Designed Convenient very crowed Distinctive image

AccountHolders

78 59 124 39

(Table 6)

(Chart 6)

Interpretation:

In today’s competitive market, bank sector has been created their own

distinguish brand image. As comparing the globalized market, SSB’s layout

and image has not put much significance towards their account holders and

other potential customer. As the qualitative services, SSB have to focus on

their lay out to make distinctive image and to fight with other nationalized bank

and other financial institutions.

52%

20%

61



AccountHolders

78 59 124 39

(Table 6)

(Chart 6)

Interpretation:







28%

52%

20%

Bank's Brand image

convinount

Non-convinount

nutral

61



AccountHolders

78 59 124 39

(Table 6)

(Chart 6)

Interpretation:







Bank's Brand image

convinount

Non-convinount

nutral

62

Q7: ATM facility and account holders’ expectation:

Particular convenient Non-convenient neutral

ATM facility and Customer'srequirement

83 154 61

(Table 7)

(Chart 7)

Interpretation:

There are only 7 ATM Machines in allover Surat city. Hence, as seen in the

graph account holders are not-convenient to use ATM facility due to fewer

machines provided by the bank. To remove this grievance, bank should

establish more and more number of ATM machines in Surat city at different

locations.

83

154

61

0

20

40

60

80

100

120

140

160

180

convinount Non-convinount nutral

ATM facility and Customer's requirment

63

Q8. Requirement of locker facility:

Particular Availability (%) Requirement (%)

Locker Facilityat differentbranch

54.62 84.59

(Table 8)

(Chart 8)

Interpretation:

As seen in this graph it is identify that as per Account holders’ requirement

bank has not provided locker facility. Bank has not fulfilled the demand of their

account holders. As we have seen earlier out of 7 existing branch only 4

branches has locker room. To facilitate their account holder bank should give

locker facility at every branch.

54.62

84.59

0102030405060708090

Availability (%) Requirement (%)

64

Q9. Account holders’ expectations from their Bank for giving onlineservice:

RespondentAge of Respondent (%)

up to 30 30 to 40 40 to 50 50 to 60 60 above

Completely Trust 46 41 37 21 2

Somewhat 28 32 24 35 29

Dubious 12 10 8 16 20

Not at All 14 17 31 28 51

(Table 9)

(Chart 9)

Interpretation:

As per analysis, I can say that the respondent whose age is up to 30, that

have high trust on the online banking but as age increases the level of trust

has been decreased. The level of in acceptance the online service has been

increased as age increases. Dubious for online services has been increase

tremendously after the age of 40. Here, we can see that at the earlier age,

dubious is again high for online service. Filling of uncertainty is going up and

down at all the age but lowest uncertainty has been found at again the age of

40 and highest level is at the age of 50.

0

10

20

30

40

50

60

up to 30 30 to 40 40 to 50 50 to 60 60 above

Age of Respondent (%)

65

Dubious for online services has been increase tremendously after the age

of 40. Here, we can see that at the earlier age, dubious is again high for

online service.

Filling of uncertainty is going up and down at all the age but lowest

uncertainty has been found at again the age of 40 and highest level is at

the age of 50.

Parametric Test:

H0 = There is no significance relationship between age group andrespondent preference.

Answer: (Annova test)

Respondent Age of Respondent (%)

up to 30 30 to 40 40 to 50 50 to 60 60 above TotalCompletely Trust 46 41 37 21 2 147

Somewhat 28 32 24 35 29 148

Dubious 12 10 8 16 20 66

Not at All 14 17 31 28 51 141

C.F =( )

= 12600

SSBR =( )

+( ) + ( ) + ( )

= 4321.8+4205+871.2+3976.2

= 13374.2-12600

= 774.2

SST= [2116+1681+1369+441+4+784+1024+576+1225+841+144+100+

64+256+400+196+289+961+784+2601]-[12600] =15836-12600 =3236

66

Annova TableSource Sum Sequence DOF Mean Sequence FBetween row 774.2 3 259.06

2.09Residual 2461.8 20 123.09Total 3236 23 3 F cal

Significance level: 5

DOF [High 20] = 123.09

[Low 3]= 258.06

F tab = F cal

There is no significant relationship between age group andrespondent preference, so

H0 = Hypothesis should be rejected.

67

Q10. Account holders’ requirement, at which time bank should open:

RespondentExpected Starting Time (%)

Gender At 8 AM At 9 AM At 10.30 AM At 11 AM

Male 15.4 69.1 5.4 10.1

Female 9.4 57.4 25.7 7.5

(Table 10)

[Actual Time: 10.30 A.M] (Chart 10)

Interpretation:

As seen in above graph, it is very clear that Account Holders are not finding

the convenient timings of Bank which they are implementing currently. It is

clear analysis that, Account holder of SSB want to start their bank’s working

hour from 9 A.M. Even Female respondent has also rated for 9 A.M. So, it is

suggested to change the SSB’s working Hours 10.30 A.M to 9 A.M.

010203040506070

At 8 AM

67




Male 15.4 69.1 5.4 10.1

Female 9.4 57.4 25.7 7.5

(Table 10)


Interpretation:






At 8 AM At 9 AM At 10.30 AM At 11 AM

67




Male 15.4 69.1 5.4 10.1

Female 9.4 57.4 25.7 7.5

(Table 10)


Interpretation:






Male

Female

68

Q11. Satisfaction level towards branch facility:


Satisfied Neutral Dissatisfied

VeryDissatisfie

dClean & well caredfacilities

150 59 16 25 51

Efficient, no waitservice

17 25 63 119 76

No long line ups atcounter

28 26 38 56 152

Availability ofinformationbrochures

33 186 45 11 25

Pleasant &attractive decor

31 46 38 99 86

Automatic bankmachines inconvenientlocations

30 10 120 80 60

(Table 11)

Interpretation:

Bank has to improve theirClean and well cared facilityin such a way, which shows0% Dissatisfaction. Thereshould not any kind of scopefor any grievance becausethis factor affects a lot in theAccount Holder’s mindnegatively in indirectmanner. Here, 17% AccountHolders are very dissatisfiedand 8% are near to thatlevel. It is good that 50%Account holder are verysatisfied with this carefulambiance

(Chart 11.1)

20%

5%

8%

17%

Clean & well caredfacilities

Very SatisfiedSatisfiedNeutral

68




VeryDissatisfie


150 59 16 25 51


17 25 63 119 76


28 26 38 56 152


33 186 45 11 25


31 46 38 99 86


30 10 120 80 60

(Table 11)

Interpretation:


(Chart 11.1)

50%

Clean & well caredfacilities

Very SatisfiedSatisfiedNeutral

68




VeryDissatisfie


150 59 16 25 51


17 25 63 119 76


28 26 38 56 152


33 186 45 11 25


31 46 38 99 86


30 10 120 80 60

(Table 11)

Interpretation:


(Chart 11.1)

69

(Chart 11.2) & (Chart 11.3)

Interpretation:

Banking Sector and Time Management has a lot of direct connection. Hence,

it should be noted that there should not be any kind of waste of time at the

Service delivery to own Account Holders. It is very unfair outcome which

shows that 25% account holders has rated as very dissatisfaction in terms of

effective service delivery without any wastage of time. Usually Account

Holders are running with short of time and analyses shows that only 6%

people are with full of satisfaction. Bank has to increase the ratio as soon as

possible by improve the staff efficiency and their availability.

6%

40%

25%


Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

69

(Chart 11.2) & (Chart 11.3)

Interpretation:









6%8%

21%


Very Satisfied

DissatisfiedVery Dissatisfied

50%

No long line upsat counterVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

69

(Chart 11.2) & (Chart 11.3)

Interpretation:









9%9%

13%

19%

No long line upsat counterVery SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

70

(Chart 11.4) & (Chart 11.5)

Interpretation:

This finding is comparatively better than others. Availability of information as

brochures is very important for well communication to own account Holders.

Here, 11% account Holders are very satisfied with the level of this facility and

62% people are satisfied. Bank has to try a little best to remove the

dissatisfaction level of Account Holders by improving a standard and medium

of Communication. It should not be ignored that there is 8% account holders

who has rated as highly dissatisfied and 4% as dissatisfied. In another bar

chart, it has been discover that availability of awareness is very low in female

Account Holders. Hence, Bank has to put more importance on those to

facilitate them in bettor way.

11%

15%4%

8%


Very SatisfiedSatisfiedNeutralDissatisfied

70

(Chart 11.4) & (Chart 11.5)

Interpretation:











11%

62%


Very SatisfiedSatisfiedNeutralDissatisfied

0

10

20

30

40

50

60

70

80

90

Male Female

Knowledge for Homeservices for…

70

(Chart 11.4) & (Chart 11.5)

Interpretation:











Female

Knowledge for Homeservices for…

Yes

71

(Chart 11.6)

Interpretation:

In today’s environment it is too important to serve your Account Holders the

services physically as well as emotionally. Here, analysis shows that only

10% account Holders are fully satisfied with the pleasant & attractive

décor.33% customers are dissatisfied with the internal layout and facilitative

design. As seen above 29% Account Holders are full of dissatisfaction with

this factor. Management of SSB has to put the focus on the interior design of

the bank and their different branches. To overcome this barrier, SSB should

definitely improve their layout and convert the neutral customer in satisfied

one.

29%


71

(Chart 11.6)

Interpretation:









one.

10%

15%

13%

33%

29%


Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

71

(Chart 11.6)

Interpretation:









one.


Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

72

(Chart 11.7)

Interpretation:

Here, we have mention that there are only 7 ATM machines in Surat city.

Hence, the result is in front of us that 27% Account holders are very

dissatisfied with the location of the ATM. The 7 ATM machines are located on

site but there are not any off site machine available to facilitate the account

Holders. Hence, only 10% Account Holders are satisfied. So, this outcome is

very disappointing for bank management.

27%

20%

Automatic bank machines inconvenient locations

72

(Chart 11.7)

Interpretation:







10% 3%

40%27%

20%


Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

72

(Chart 11.7)

Interpretation:








Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

73

CHAPTER: 6

RESULT AND FINDING

74

From Research Study on “Analyze the Sarvodaya Sahakari Bank ltd’sServices perception and expectation of Account holders basedSurvey” following findings has been acquired:

1. As per analysis on the bank décor and pleasant environment, Bank has

not convenient and good design. Hence 46% of Account Holders are

dissatisfied with this regarded. Hence, bank’s perception regarding internal

interior needs to be change.

2. The methodology of loan process is based on the amount of loan. Hence,

the output suggests that the accountholders, who wants negligible amount

of loan, are ignored.

3. From the female candidate, I have found that they have not much

knowledge of different bank services as compare to male accountholder.

Some facilities like particular stamp franking, kiosk facilities are not even

known by both gender.

4. When Accountholder does procedure for sanctioning the loan, I have

found the followings:

A. 14% Accountholders are satisfied with friendly courteous services.

B. 21% Accountholders are satisfied with knowledge of bank’s products &

services.

C. 10% Accountholders are satisfied with willingness to listen and respond

to accountholders need.

D. 15% Accountholders are satisfied with treatment as the valued

customer.

E. 7% Accountholders are satisfied with fast and efficient services.

F. 25% Accountholders are satisfied with bank’s representative’s

regularity

5. When accountholders goes to the bank for solution of the query, only 19%

accountholder’s problems are solved immediately, and 35%

accountholder’s has to wait for more than 1month. So, problem solving

procedure is very slow.

75

6. Bank’s internal layout is not convenient for the day to day procedure

because 52% accountholder has rated as non-convenient layout for day to

day operation.

7. ATM machines are not placed as convenient to account holders. There are

only 7 ATM machine on the site.

8. There requirement is of 84.56% locker facility but availability is only

54.62%.

9. SSB’s Young Account holders go with the online Banking but as age

increases the trust level decreases.

10.SSB’s actual time to open the bank is 10.30 AM but majority of Account

Holders want to operate the bank at 9A.M including Male and Female

Account Holders.

11.Overall satisfaction level is not satisfactory as per account Holders.

Services like clean and well cared environment, effective services, line ups

at counter, attractive décor are considered for the satisfaction level but

SSB has not successfully overcome all this criteria.

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CHAPTER: 7

LIMITATION OF STUDY

77

Limitation of the Study

Time Restriction

The foremost limitation is Time Restriction. Time provided to carry out entire

Project Report is less. So as a result I as a researcher am not able to take

more sample size.

Improper response from Respondents

Some time respondents are in hurry. As a result they give response without

applying proper thought. As far as multiple choice questions are concerned,

respondents sometimes tick mark any option without proper attention.

Unwillingness of Respondents

Unwillingness of respondents in filling up the questionnaire is another big

limitation. This unwillingness comes out due to lack of time with respondents.

Possibility of wrong interpretation and unreliable results

As mentioned earlier, respondents sometimes give improper response. My

study is purely based on the views expressed by respondents. So it is likely

that my study will not give so accurate and reliable results.

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CHAPTER: 8

CONCLUSION AND SUGGESTIONS

79

Conclusion:

The Banking sector in India is undergoing major changes due to competition

and the advent of technology. The customer is looking for better quality and

services which can provide him/her with satisfaction. This would help in

enhancing the relationship between the two, and thus aid decision makers in

banks to identify the major factors that determine satisfaction. But it should be

noted that satisfaction is one of the key point for the identifying the difference

between perceptions of SSB services which they deliver to their account

holders and expectations of the services from bank and their representatives.

In the analysis, I can conclude that SSB has to give equal impotence to their

services and their lockout. Today’s competitive world it is too impotent that

how someone is server them self. This criterion also plays a vital positive role

in the mind of their account holders. It was identified that SSB’s account

holders are not fully satisfied with the lockout of the bank ambiance.

In some area of SSB services, I also identified that management has to

improve the quality of that area such as ATM facility, methodology of loan

service, locker facility etc. SSB’s times also not convenient for their account

holders. Another important area is information and its awareness. Female

account holders are lacking with this field.

Overall, SSB is doing progress and at growth stage, so this analysis defiantly

helps to the management for better direction.

Suggestions:

Creative suggestions always give benefit to the organization in one or another

way. From the study of ― “Analysis the Sarvodaya Sahakari Bank ltd’sServices perception and expectation of Account holders based onSurvey” and from findings and data interpretation, researcher wants to

suggest following matters:

Sarvodaya Sahakari Bank Ltd (SSB) has less brand awareness in the

service sector in Surat city so if SSB can create good brand awareness in

the sector, then it can have significant number of satisfied account holders.

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SSB should give more importance to their female account holders reason

behind is prevailing less SSB service knowledge.

SSB should also give more priority to those respondents who even apply

for negligible credit. Importance of those respondents should be same as

those who have applied for significant amount of credit.

It was discovered by research that bank should open for service at 9.00

A.M rather than 10.30 A.M. this change will really helpful to their account

holders and will definably increases the credit.

Loan procedure should be flexible and also not time consuming. By

analysis it was identified that loan procedure is not flexible.

SSB has to open locker at each branch because there is huge demand for

locker facility in market and bank is fail to fulfill that demand.

Bank has to establish more and more ATM machines in the Surat city at

different locations.

SSB has to work on the lockout factor such as Clean & well cared

facilities, Efficient, no wait service, No long line ups at counter, Pleasant &

attractive décor.

SSB has to solve the account holders’ problems within 3 to 5 working days

because most of the respondent has shared a negative opinion.

SSB‘s services are its Core Advantage. So presentation of a Strength and

overcoming of a Weakness will surely turn the tables in SSB‘s favor.

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BIBLIOGRAPHY

82

BOOKS:

1. Richard L Levin / David Rubin (2010) (5th edition) (Pearson Education)

Business for Management. Page No: 157-128

2. Donald R Cooper & Pamela S Schindler. (2010) (9th Indian edition)

(McGraw-Hill) Business Research Methods. Page No: 162 to 219

3. C. R. Kothari. (2010) (6th Indian edition) (McGraw-Hill) Research

methodology. Page No: 241,242

4. Ken Black (2010) (8th Indian edition) (Wiley-India) Business Statistics.

Page No: 285

5. Naresh K Malhotra (2010) (5th Indian edition) (Pearson education)

Marketing Research. Page No: 134

6. Dipak Kumar Bhattacharyya (2009) (2ed Indian edition) (Excel Book)

Research Methodology. Page No: 256, 257

7. Russell & Taylor (2009) (6th edition) (Wiley-India) Operation

Management. Page No: 117 to 215

8. S. K. Sharma (2009) (6th edition) (Excel Book) Operation Research. Page

No: 235, 367,439.

9. Vishwanath S. R. (2009) (2ed edition) (Response Book) Corporate

Finance. Page No: 238, 246

10. Levin and Rubin (2009) (7th edition) (Wiley-India) Business Statistics.

Page No: 305

OTHER REFERENCE:

1. (E-banking and satisfaction) (p.n: 21) (24/7/2012)

http://siteresources.worldbank.org/southasiaext/resources/223546126962045

5636/6907251284569649355/completereportsarhousingfinanceoctober2010.

pdf

2. (report on customers of nationalized bank) (24/7/2012)

http://www.publishingindia.com/Uploads/SampleArticles/NJRIM-Sample-

Article.pdf

3. (Banking services for everyone?) (p.n: 11) (24/7/2012)

83

http://wwws.worldbank.org/servlet/WDSContentServer/WDSP/IB/2006/12/05/

000016406_20061205153435/Rendered/PDF/wps4079.pdf

4. (HDFC bank and customer satisfaction) (p.n: 15 to 22) (24/7/2012)

http://www.scribd.com/doc/18003104/A-PROJECT-REPORT-ON-HDFC-

BANK-submiited-by-Ankita-singh#

5. (banking sector and satisfaction level) (p.n: 35) (24/7/2012)

http://www.dss.dpem.tuc.gr/pdf/Customer%20satisfaction%20measurement%

20in%20the%20private%20bank%20sector.pdf

6. (Bank and service.....) (p.n: 21, 25) (24/7/2012)

http://bmdynamics.com/issue_pdf/bmd11011.pdf

7. (banking services and customer satisfaction) (p.n: 13) (24/7/2012)

http://fic.wharton.upenn.edu/fic/papers/97/zenios.pdf

8. (Brief report on SMME’s measure of satisfaction with bankingservices) (p.n: 1 to 4) (25/7/2012)

http://www.africagrowth.com/july08bankservices.pdf

9. (Service Quality Delivery and Its Impact on Customer Satisfaction in theBanking Sector in Malaysia) (p.n: 402, 403) (25/7/2012)

http://www.ijimt.org/papers/71-M461.pdf

10. (25/7/2012) (ANALYSIS OF SERVICE QUALITY GAP ANDCUSTOMERS’SATISFACTION IN PRIVATE BANKS) (p.n: 1to 18)

http://www.gkvharidwar.org/journals/gbr_7/Chapter_2.pdf

11. (CUSTOMER PERCEPTION ON SERVICE QUALITY IN BANKINGSECTOR: WITH SPECIAL REFERENCE TO INDIAN PRIVATE BANKSIN MORADABAD REGION.) (p.n: 600, 601, 602) (26/7/2012)

http://www.mairec.org/IJRFM/Feb2012/450.pdf

84

12. (Measuring Service Quality in Retail Banking Sector in Context ofGujarat) (p.n: 41, 42, 43) (26/7/2012)

http://www.aims-international.org/aims9/aims9cd/pdf/P9455-Final.pdf

13. (Role of Banking and Financial Institution) (18/6/2012)

Http://www.competitionmaster.com/articledetail.aspx?ID=41e9ef66-3271-

418d-b344-09f76d6f59a1

14. (Globalization) (18/6/2012)

Http://www.justassociates.org/Global%20Economy%20Definitions.pdf

15. (Restructuring the financial Institution) (18/6/2012)

http://www.cato.org/pubs/journal/cj10n2/cj10n2-3.pdf

16. (financial Report, Bank services) (25/6/2012)

http://www.sarvodayabank.com/aboutbank.html

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ANNEXUREQUESTIONNAIRESarvodaya Sahakari Bank ltd

Declaration: This questionnaire has been prepared for the purpose of the research work.Hence, all the information which been ask to you are treated as confidential and it will not beenuse other than this. This form will be help full to me for project work and hence it is veryimportant for me. So, it is request that you please fill this form sincerely and with full of attention.So, that it’s gives real scenario of their study.

Account Holders’ Name:___________________________________________________________

Gender: M F Age: _________ Occupation: __________________

How long you have account with this Sarvodaya Sahakari Bank: ___________

Q1. When you visit a Sarvodaya Sahakari Bank, how you feel?Good Environment Having Personal Attention Not attentive oneunexpected negative filling

Q2. What you feel about the procedure of getting loan which the Bank Follows?Flexible Tedious Depend on amount on lone Time Consuming

Q3. How many services you know which bank has provided to their customer?E- Banking ATM Services M-Banking Insurance Lockers Stampfranking kiosk

Q4. In terms of the service you received from the lending officer(s), how satisfied were you withthe following?

Particular Very Satisfied Satisfied Neutral Dissatisfied VeryDissatisfied

Friendly and courteous mannerKnowledge of bank's products &ServicesWillingness to listen and respondto your needFast and efficient serviceRecognition of you as valuedcustomerAvailable to customers whenneededOffer of other services oralternative means to meet yourneeds

Q5. How quickly were your banking problems and issues addressed by the bank staff?

Immediately Within 24 hours within 3-5 business days More than 1month

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Q6. How you feel about your Bank’s internal layout?Well Designed Convenient very crowed Distinctive image

Q7. How does bank’s representative gives response to you when you required?Familiar Supportive Normal Negative

Q8. Do you know that Bank gives Home services for any withdrawal or Deposit?Yes No

Q9. SSB’s ATM locations are convenient for you to get easy operation? Yes No

Q10. Do you required for SSB’s Mutual Funds? Yes No

Q11. Do you require that SSB’s provides the Looker Facility at all the branches?Yes No

Q12. Do you trust, if SSB operates only online?Completely Somewhat Dubious Not at All

Q13. Do you think Human Control is important for SSB’s banking relation?Completely Somewhat Unsure Not at All

Q14. When you think about any Banks, what comes first in your mind?Personalized Services Wide Branch Net work Computerized Services Core

Banking

Q15. Which services do you visit in 1 month a most?

Particular I never usethis services

>1 month 1 to 3times

3 to 8times

8 to 12times

Over 12times

Visit the BankBranchTelephone Banking

Online Banking

Q16. Mention your feelings regarding over all services Quality of You SSB’s BankExcellent Very Good Average Poor

Q17. Does SSB offer Competitive Service Charges? Yes No

Q18. Which Facility has been given more importance in your Bank?Loan Facility O/D Facility ATM Facility Online Banking

Other______________

Q19. As per your requirement, at which time bank should open for their services?At 8 A.M At 9 A.M At 10.30 A.M At 11 A.M

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Q20. How satisfied were you with the following aspects of the branch facility?



Clean & well cared facilities

Efficient, no wait service

No long line ups at counter

Availability of informationbrochuresPleasant & attractive decor


I am very thankful to you for your cooperation

Thank you

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