“The Demography of the Loanees at Punjab National Bank”

Presented byLaltanzuali

MBA 3rd SemRoll no 20

Project Report on Punjab National Bank

PNB is a state owned financial services company. The founder was Lal Laj Pat Rai

Registered on May 19, 1894.Second largest government – owned commercial bank.The bank was Incorporated under the Act VI of 1882, Indian

Companies Act, the Bank commenced operations on April 12, 1895 from Lahore, with an authorized total capital of Rs 2 lakh and working capital of Rs 20,000.

Till now it has -6564 branches(31.3.2015) across 764 cities which includes 9

overseas branches and 69 Circle offices,8348 ATMs.More than 80 millions satisfied customers.

Introduction

PNB AIZAWL BRANCHIn 2007 a new branch was established in Aizawl, there

are 10 employees till today. Apart from Aizawl Branch there are no branch open in other district in Mizoram.

It was located in Millenium center D-154, Dawrpui Aizawl.

There are Manager, Deputy Manager, Management Training, Clerical, Sub-staff, Peon and Sweeper.

History

1894 : PNB was founded on May 19, 1894 in Lahore.1947 : Partition of India and Pakistan at Independence. PNB

lost its premises in Lahore, but continued to operate in Pakistan.

1961 : PNB acquired Universal Bank of India.1965 : After the Indo-Pak war the government of Pakistan

seized all the offices in Pakistan of Indian banks, including PNB's head office, which may have moved to Karachi. PNB also had branches in East Pakistan (Bangladesh).

1969 : The Government of India nationalized PNB and 13 other major banks on 19th July, 1969.

Current year: During FY’15, Punjab National Bank maintained it’s NUMBER ONE position in Domestic Business, Domestic Deposits, Domestic Advances, CASA Deposits and Operating Profit amongst all Nationalized Banks.

Vision-“To be a leading Global Bank with Pan India footprints and become a household brand in the Indo-Gangetic Plains providing entire range of financial products and services under one roof.”

Mission- ‘Banking for the Unbanked’This is evident from the fact that the Bank actively participated in the Pradhan Mantri Jan Dhan Yojana (PMJDY). The Bank had opened 90.17 lakh accounts and issued 84.74 lakh RuPay Cards under Pradhan Mantri Jan Dhan Yojana as on 31st March’15.

Core Values- Customer satisfaction through providing quality service efficiently and

effectively.Periodic customer service audit.Success through teamwork, integrity and people.

Corporate Mission

Organisational setupThere are 13 FGM Offices & 9 GM Overseas, 69 Circle Offices and 6564 Branches throughout India.

Canara BankState Bank of IndiaBank of BarodaUnion Bank of IndiaOriental Bank of CommerceBank of IndiaIndian Bank

Competitors

Home LoanEducation LoanPersonal LoanBusiness LoanCar LoanLoan Against Property

Various Schemes provided by PNB

To analyze the preferences of the loanees about the product and services offered by PNB.

To study the demographic characteristics of the loanees.To assess the relationship between the services and the

customers.To examine the status of the loans/services provided.

Objective of the study

1. From the project it is found that the number of male loanees out numbered the female, male loanees is 67.5% while the female are only 32.5%.

2. It has been observed that the highest concentrations of the loanees were students and then government employees, private job holders and so on.

3. When asked about the initiator or by whom the loans were initiated, Individual initiation was at the highest at 54.5%and next was family at 26% then comes business at 14.3%.

4. It was observed that though some loanees have availed a particular scheme, still they would prefer another schemes also.

Findings

5. From the survey it was found that the maximum loan given out was Educational loan at 33.8%, reason behind this according to the respondents was that the bank had offered a good service and was easier than other banks. Second was Business loans at 28.6%, Car loans 7.8% and Home loan at 6.5%.

6. 44.2% of the loanees have an opinion not to avail any other loan schemes because most of them have availed loan to start new business but still there are 29.9 who would go for another schemes. There are 26% unsure because they have not fulfill the repayment.

7. Approximately 50.6% of the loanees have agreed that they have been served well by the employees and there are 10.5% who have strongly agreed.

8. It has been observed that approximately 46.8% customer rated file processing procedure Good while 27.3% have opinion its not that easy(Respondents availing Personal Loan) where as 2.6% said it’s Excellent.

9. From the survey, approximately 33.8% customer rated the cooperation of the employees in processing and documentation as Good and 40.3% said it’s Excellent and around 3.9% customer where unhappy with it.

10. It was found that majority of the respondents have replied that the interest rates of the Loan schemes were quite average.

The study has been taken up over for a limited time and there are constrains in gathering information over a month time.

The respondents are mostly busy with their lives and sometimes they hardly have time responding the questions.

Variables to compare the other existing banks were not included which would have been a very important aspects of the study.

Utilization of the loans as per the intention or schemes were not properly taken into consideration, though it would be very hectic to gather those information at the prescribe time.

Limitations of the study

The study shows some percentages of the customers who are unaware of the schemes and services, these customers can be a good source for the Bank, Thus awareness programs of awareness can be conducted at a higher level. They should concentrate more on advertising and publicity of the products.

There are schemes and other services which are having very low customers, thus the branch could have provoke to have more customers in these areas who will in turn generate revenue.

Suggestions

Good customers relationship should be maintained and suggestions from customers may be taken from time to time so as to improve the product features and services.

There are number of customers who would re- acquire the loans or schemes, it will be good to have these customers back who are good assets for the institutions.

Punjab National Bank should open new branches at prime locations and not to forget remote areas which are still untapped.

Language is sometimes a barrier to those customers who are elderly and moderately educated, Maximum localization of the staffs or training the local language would helps so in the flow of work.

The project study selected was to study the demography of the loanees as well as various products of PNB. The analysis of the data collected and its interpretation revealed the information regarding the satisfaction of the customers towards the products and services and also their awareness regarding the benefits of having relationship with Punjab National Bank.

One of the corporate visions of PNB is to serve their customers in the most efficient manner and to gain customers satisfaction. Thus the company should focus on providing the customers with added benefits to gain maximum satisfaction.

As there is only one branch in Mizoram the deposit rate is less.

Conclusion

Thank you