Kriti Report
Transcript of Kriti Report
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A
SUMMER TRAINING PROJECT
REPORT
ON
CONSUMERS PERCEPTIONS ON KCC BANK LTD.
UNDERTAKEN IN
SUBMITTED TO : SUBMITTED BY:
DECLARATION
I hereby declare that I have carred !"t S"##er Tra$$% Pr!&ect !$ the t!'c e$ttled
Consumers Percepton on KCC B!n" $ Br!nc# O$$ce D#!r!ms#!%!
I ("rther declare that th) 'r!&ect *!r+ ) ba)ed !$ #y !r%$al *!r+ a$d $! 'art !( th) 'r!&ect
ha) bee$ '"bl)hed !r )"b#tted t! a$yb!dy,
&"rt"!'
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(UIDE CERTI)ICATE
Th) ) t! cert(y that +rt+a !( M,B,A, - rd )e#e)ter bear$% "$ver)ty r!ll $"#ber. /012032-1
ha) c!#'leted h) )"##er tra$$% 'r!&ect "$der #y %"da$ce,
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Pro*ect (u+e
&Pro$. Seem! C#!n+e%'
ACKNO,LED(EMENT
I- "rt"!4 MBASt"de$t $ SRI SAI UNIERSIT/ Pala#'"r ) h%hly %reat("l t! all th!)e
*h! %"ded #e $ c!#'let$% th) 'r!&ect,
5r)t !( all4 I *!"ld l+e t! 'ay #y hearte)t tha$+) t! e$tre (a#ly !( KCC BANKe)'ecally
Mr. -Bra$ch #a$a%er4 *h! 'r!vded #e )"ch a *!$der("l !''!rt"$ty t! d! S"##er Tra$$%
a$d 'r!vded ther val"able )"%%e)t!$) $ "$der)ta$d$% the *!r+ !( Re)earch Pr!&ect,
6a)t b"t $!t the lea)t4 I *!"ld l+e t! tha$+) all (ac"lte) !(SSU $!c%tes4 *h! %ave #e the
")e("l t') a$d )"%%e)t!$) re%ard$% 'r!&ect,
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7!rd) ca$ $ever e8're)) the dee' )e$)e !( %ratt"de4 I (eel (!r KCC BANK emp%o0ees-*h! ha)
bee$ a c!$)ta$t )!"rce !( $)'rat!$ a$d e$c!"ra%e#e$t (!r #e,
Krt"!
PRE)ACE
The 're)e$t era ) "$d!"btedly a #a$a%e#e$t era, Ma$a%e#e$t ) a$ #'!rta$t ("$ct!$ $ a$y
!r%a$9at!$, A #a$a%e#e$t ) !$e !( the #!)t #'!rta$t (eld) *hch are *dely ")ed $ every
)ta%e !( l(e, The e((ectve #a$a%e#e$t ca$ be acheved !$ly by e((ectve #a$a%e#e$t tra$$%
a$d devel!'$% )+ll t! "$der)ta$d the !r%a$9at!$al level th) 'r!&ect *!r+ ) a 'art !( the
c!"r)e !( MBA a$d *a) d!$e at KCC C!$)"#er Perce't!$),
Th) 'r!&ect ) 're'ared !$ the ba)) !( a*are$e)) !( KCC C!$)"#er Perce't!$) $ #ar+et a$d
"$der)ta$d$% the re"re#e$t !( 'r!'er %"da$ce t! c")t!#er),
KCC !((er) l!a$) (!r h!#e).(!r b"y$% !r c!$)tr"ct$% y!"r h!#e4 re($a$ce a C!$)"#er
Perce't!$ avaled (r!# !ther $)tt"t!$) !r eve$ t! e8te$d !r #'r!ve y!"r e8)t$% h!#e, Th)
'r!&ect hel') #e t! better "$der)ta$d$% !( #ar+et a$d ($a$cal 'r!d"ct) a$d ther be$e(t),
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N!* I a# (eel$% the %reat 'lea)"re $ delver$% th) 'r!&ect beca")e !( a better )+ll !( ha$dl$%
the )t"at!$ a$d c")t!#er "$der)ta$d$%,
INDE1
Sr.
No
C#!pter
No.
Topc P!2e
No.
I Ac"no3%e+2ement 4
II Pre$!ce 5
III E6ecut7e summ!r0 89:
;. Comp!n0 pro$%e
=. Re7e3 o$ %ter!ture =:9?=
?. Nee+- scope !n+ rese!rc# met#o+o%o20 ??9?>
4. O@*ect7e o$ t#e stu+0 ?89?:
5. D!t! !n!%0ss
!n+
nterpret!ton
?. CONC6USION AND RECOMMENDATION 595=
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Anne6ure.I &uestonn!re ' 5?95>
Anne6ure.II &B@%o2r!p#0' 5895:
EXECUTIVE SUMMARY
I have d!$e #y S"##er I$ter$)h' Pr!&ect (r!# ;KCC BANK KAN(RA. D"r$% #y
S"##er I$ter$)h' Pr!&ect< I #'le#e$ted #a$y c!$ce't) !( m!r"etn2$ the real l(e )t"at!$,
Th) 'r!&ect *!r+ hel'ed #e t! a''ly the!retcal +$!*led%e $t! 'ractcal a)'ect) !$ c!llecteddata *hch *a) a *!rthy e8'ere$ce a$d d"r$% the d)c"))!$ *th c!#'a$y %"de I real9ed
that h!* #'!rta$t the 'r!&ect re'!rt ) (!r the c!#'a$y a$d #e, I al)! real9ed h!* tea#*!r+4
%!al !re$tat!$ a$d #a$a%$% $ter'er)!$al relat!$)h') are $te%ral 'art !( 'r!(e))!$al l(e ;=
"si!ess ro$essio! &ervice &t"de!t
0
5
10
15
20
25
30
35
40
28
24
36
12
%age
age
Interpret!ton 5r!# ab!ve re)'!$)e t ca$ be )ee$ that,
3@ re)'!$de$t) Occ"'at!$ ) B")$e)),
31 re)'!$de$t) Occ"'at!$ ) Pr!(e))!$,
-/ re)'!$de$t) Occ"'at!$ ) Servce,
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03 re)'!$de$t) Occ"'at!$ ) St"de$t,
.= )rom 3#c# @!n" 0ou #!7e @!n" !ccount
C!te2or0 No. o$ Respon+ents Percent!2e
KCC Ba$+ 0 -1
Other) -- //
34
66
%age
:: a!+
;ther
Interpret!ton 5r!# ab!ve re)'!$)e t ca$ be )ee$ that
-1 re)'!$de$t) have acc!"$t *th KCC ba$+,
// re)'!$de$t) have acc!"$t *th !ther) ba$+,
.?. ,#0 0ou 3!nt to open !n !ccount n @!n"
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C!te2or0 No. o$ Respon+ents Percent!2e
E((ce$t )ervce =4 4:
C!$ve$e$t l!cat!$ ;4 =:
Ac"a$ta$ce : ;>
Other) 4 :
05
101520253035404550
48
28
16
8
%age
age
Interpret!ton 5r!# ab!ve re)'!$)e t ca$ be )ee$ that
5r!# the )"rvey *e ca#e t! +$!* that 1@ 'e!'le 're(er )ervce) !( the ba$+ (!r
!'e$$% the acc!"$t,
Ab!"t 3@ 'e!'le !'e$ acc!"$t $ the ba$+ (!r the c!$ve$e$t l!cat!$,
3/ 'e!'le !'e$ acc!"$t beca")e !( ac"a$ta$ce *th the ba$+ !((cer)
!$ly @ 'e!'le !'e$ acc!"$t beca")e !( !ther rea)!$,
.4. Do 0ou 3!nt to open !n !ccount 3t# KCC @!n"Q
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Cate%!ry N!, !( Re)'!$de$t) Perce$ta%e
Ye) 03 31
N! 30 13
N!t Idea 0 -1
24
42
34
%age
;
>ot dea
Interpret!ton 5r!# ab!ve re)'!$)e t ca$ be )ee$ that
31 re)'!$de$t) *a$t t! !'e$ a$ acc!"$t $ KCC ba$+,
13 re)'!$de$t) d!e) $!t *a$t t! !'e$ a$ acc!"$t $ KCC ba$+,
-1 re)'!$de$t) are already c")t!#er) !( KCC ba$+,
.5. 3#!t s 0our percepton !@out +$$erent pro+uctsser7ces pro7+e+ @0
KCC @!n"
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C!te2or0 No. o$ Respon+ents Percent!2e
6"cratve 31 1@
N!t 6"cratve 30 13
N! Idea 02
?@:RA= >; ?@:RA= >; %=
0
5
10
15
20
25
30
35
40
45
50
48
42
10
%AGE
B=
Interpret!ton5r!# ab!ve re)'!$)e t ca$ be )ee$ that,
1@ re)'!$de$t) 'erce't!$ ab!"t d((ere$t 'r!d"ct) ) l"cratve,
13 re)'!$de$t) 'erce't!$ ab!"t d((ere$t 'r!d"ct) ) $!t l"cratve,
02 re)'!$de$t) have $! dea,
.>.Are 0ou !3!re t#!t t#e KCC @!n" pro7+es 0ou $ree p#one @!n"n2 H
net @!n"n2 ser7ces.
Cate%!ry N!, !( Re)'!$de$t) Perce$ta%e
Ye) -3 /1
N! 0@ -/
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64
36
%AGE
;
Interpret!ton5r!# ab!ve re)'!$)e t ca$ be )ee$ that
/1 re)'!$de$t) are a*are !( t,
-/ re)'!$de$t) are $!t a*are !( t,
.8. Are 0ou !3!re o$ +$$erent terms !n+ con+tons 3#c# !re 7er0 muc#
essent!% to m!nt!n !n !ccount !t KCC B!n"
Cate%!ry N!, !( Re)'!$de$t) Perce$ta%e
Ye) 0 -1
N! -- //
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;
0
10
20
30
40
50
60
70
34
66
%AGE
B=
Interpret!ton5r!# ab!ve re)'!$)e t ca$ be )ee$ that,
-1 re)'!$de$t) are (a#lar *th d((ere$t ter#) a$d c!$dt!$) *hch are very #"ch
e))e$tal t! #a$ta$ acc!"$t *th the ba$+,
// re)'!$de$t) have $! dea ab!"t t,
.:. Is t#e st!$$ o$ KCC @!n" s co9oper!t7eQ
C!te2or0 No. o$ Respon+ents Percent!2eYe) -1 /@
N! 00 33
N! Idea 02
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; >; %=
0
10
20
30
40
50
60
70
68
22
10
%AGE
B=
Interpret!ton5r!# ab!ve re)'!$)e t ca$ be )ee$ that,
/@ re)'!$de$t) beleve that )ta(( !( KCC ba$+ ) c!.!'eratve,
33 re)'!$de$t) beleve that )ta(( !( KCC ba$+ ) $!t c!.!'eratve,
02 re)'!$de$t) have $! dea,
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74
26
Sales
;
Interpret!ton5r!# ab!ve re)'!$)e t ca$ be )ee$ that
1 re)'!$de$t) beleve that KCC ba$+ 'r!vde) $$!vatve 'r!d"ct) a$d )"'er!r )ervce),
3/ re)'!$de$t) beleve that KCC ba$+ d!e) $!t 'r!vde $$!vatve 'r!d"ct) a$d )"'er!r
)ervce),
.;. I$ 0ou 2et opportunt0 n $uture 3ou%+ 0ou %"e to @e !tt!c#e+ 3t#
KCC @!n"
Cate%!ry N!, !( Re)'!$de$t) Perce$ta%e
Ye) -@ /N! 03 31
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76
24
Sales
;
Interpret!ton5r!# ab!ve re)'!$)e t ca$ be )ee$ that
/ re)'!$de$t) *a$t t! attach *th KCC ba$+,
31 re)'!$de$t) d!e)$t *a$t t! attach *th KCC ba$+,
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CONCLUSIONS AND RECOMENDATION
CONCLUSIONS
KCC Ba$+4 the ba$+$% ar# !( KCC ) e8'ected t! %! !$ )trea#, The ba$+ already ha) %!!d
$"#ber !( e#'l!yee) !$ b!ard a$d ) recr"t$% 'er)!$al ba$+er heavly t! ta+e the headc!"$t t!
#a$y #!re, It ) !$ the br# !( $crea)$% t) c")t!#er) thr!"%h t) attractve )che#e) a$d !((er,
The 'r!&ect !''!rt"$te) 'r!vded *a) #ar+et )e%#e$tat!$ a$d t! +$!* the 'erce't!$ !(
'r!)'ectve c")t!#er) $ '!te$tal %e!%ra'hcal l!cat!$ a$d c!$v$c$% the# t! attract #!re
c")t!#er) )! that $e* b")$e)) !''!rt"$te) !( the ba$+ ca$ be e8'l!red, Thr!"%h th) 'r!&ect4
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t c!"ld be c!$cl"ded that 'e!'le are $!t #"ch a*are ab!"t the var!") 'r!d"ct) !( the ba$+ a$d
#a$y !( the# $!t $tere)ted t! !'e$ a$ acc!"$t4 t! $ve)t #!$ey at all, Ma&!rty !( 'e!'le have
#!re (ath $ '"blc )ect!r ba$+) a) c!#'are t! 'rvate ba$+), Pr!(e))!$al) a$d b")$e))#a$ are
#!re attracted t!*ard) the 'r!d"ct) a$d )ervce) 'r!vded by the KCC ba$+ a) c!#'are t!
'e!'le $ )ervce) a$d )t"de$t), Servce) *a) c!$)dered a) "$)!"%ht %!!d *hch re"re hard
c!re )ell$%4 b"t $ cha$%$% tre$d $ $c!#e a$d 'e!'le bec!#$% ($a$cally lterate4 the
de#a$d (!r ba$+$% )ect!r ) $crea)$% day by day,
S!4 at la)t the c!$cl")!$ ) that there ) t!"%h c!#'ett!$ ahead (!r the c!#'a$y (r!# t) #a&!r
c!#'ett!r) $ the ba$+$% )ect!r, 6a)t b"t $!t the lea)t I *!"ld l+e t! tha$+ KCC Ba$+ (!r
%v$% #e a$ !''!rt"$ty t! *!r+ $ the (eld !( Mar+et$% a$d O'erat!$, I h!'e the c!#'a$y
($d) #y a$aly)) releva$t,
RECOMMENDATION
5$ally )!#e rec!##e$dat!$) (!r the c!#'a$y are a) (!ll!*):.
T! #a+e 'e!'le a*are ab!"t the be$e(t !( bec!#$% a c")t!#er !( KCC Ba$+4 (!ll!*$%
actvte) !( advert)e#e$t )h!"ld be d!$e thr!"%h
;.Pr$t Meda, =.F!ard$% Ba$$er),
?.Stall) $ Trade 5are) 4.D)trb"t!$ !( lea(let) c!$ta$$% detal) $(!r#at!$,
Ot#er $!c%tes must @e pro7+e to t#e customer
The ba$+ )h!"ld 'r!vde l(e t#e vald ATM card t! all t) c")t!#er),
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M$#"# bala$ce (!r )av$%) acc!"$t )h!"ld be red"ced (r!# R) 222 t! R) 02224 )!
that 'e!'le *h! are $!t ($a$cally )tr!$% e$!"%h ca$ #a$ta$ ther acc!"$t 'r!'erly,
The c!#'a$y )h!"ld 'r!vde a 'a)) b!!+ t! all t) c")t!#er),
Ma+e 'e!'le "$der)ta$d ab!"t the var!") be$e(t) !( t) 'r!d"ct), C!#'a$y )h!"ld !r%a$9e the 'r!%ra# $ the )!cety4 )! that 'e!'le *ll be a*are ab!"t
the c!#'a$y a$d d((ere$t 'r!d"ct) !( the ba$+,
C!#'a$y )h!"ld !'e$ #!re bra$che) $ d((ere$t cte),
LIMITATIONS
Every *!r+ ha) t) !*$ l#tat!$, 6#tat!$) are e8te$t t! *hch the 'r!ce)) )h!"ld $!t
e8ceed, 6#tat!$) !( th) 'r!&ect are:
The 'r!&ect *a) c!$)tra$ed by t#e l#t !( t*! #!$th),
M$d)et !( 'e!'le #ay very de'e$d$% "'!$ ther a%e4 %e$der4 $c!#e etc,
Gett$% a''!$t#e$t (r!# the c!$cer$ 'er)!$ *a) very d((c"lt,
Pe!'le #$d )et ab!"t the )"rvey *a) !b)tacle) $ ac"r$% c!#'lete Re)'!$de$t) *ere
very b")y $ ther )ched"le, S! t *a) very t#e c!$)"#$% (!r $(!r#at!$ '!)tve
$teract!$4 the# t! a$)*er all the "e)t!$) 'r!'erly,
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ANNE1URES
;. UESTIONNAIRE
Dear SrMada#4
Na#e:
State:
I a# a )t"de$t !( ;Sr Sa U$ver)ty Pala#'"r 're)e$tly d!$% a 'r!&ect !$ Consumers
Percepton on KCC B!n",I re"e)t y!" t! +$dly (ll the "e)t!$$are bel!* a$d I
a))"re y!" that the data %e$erated )hall be +e't c!$(de$tal,
;. Y!"r A%e:
=. Ed"cat!$ "al(cat!$,
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U$der%rad"ate
Grad"ate
P!)t%rad"ate
?.Martal Stat") ,
Marred
S$%le
N"#ber O( year) Are Y!" $ Dhara#)hala
6e)) tha$ (ve year)
M!re tha$ (ve year)
5.Occ"'at!$,
B")$e))
Pr!(e))!$
Servce
St"de$t
>.Y!"r a$$"al h!")eh!ld $c!#e, tha$ 3 lac+
Bet*ee$ 3 t! lac+
Bet*ee$ t! @ lac+
Vtha$ @ lac+
8.5r!# *hch ba$+ y!" have acc!"$tQ
KCC
Other)
:.7hy y!" *a$t t! !'e$ a$ acc!"$t $ ba$+ Q
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E((ce$t Servce
C!$v$e$t l!cat!$
Ac"a$ta$ce
Other)
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N!
D!te
P%!ce S2n!ture
T#!n" /ou
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BIBLIO(RAP/
S.NO AUTORS NAME NAME O) TE BOOK
0, PFI6IP KOT6ER Mar+et$% Ma$a%e#e$t
>02thEdt!$?4
3, =,S,RAMAS7AMY Mar+et$% Ma$a%e#e$t
>-rdEdt!$?4
-, C,R,KOTFARY Re)earch Meth!d!l!%y
>3$dEdt!$?4
1, S,P,KASANDE Re)earch #eth!d!l!%y
>-rdEdt!$?4
NE,S PAPERS: T#e) !( I$da
5$a$cal E8're))
,EB RE)ERENCES
htt':***,+ccb,c!#c!$)"#er 'erce't!$r)h$,ht#
htt':***,#d+ccbW)a$char$et,$'r!(le'a'er,ht#
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htt':***,(ac"lty,r)",ed"h)t!ry#%t(ay!l,ht#l
htt':***,#r.%"de,c!#dataG02,ht#
htt':***,)a$char$et,c!#l!$de8,ht#