57831031 Comparative Study Between Private Sector Banks and Public Sector Banks

7/26/2019 57831031 Comparative Study Between Private Sector Banks and Public Sector Banks

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PROJECT REPORT ON CONTEMPORARY ISSUE

ON

COMPARATIVE STUDY BETWEEN PRIVATE SECTOR

BANKS AND PUBLIC SECTOR BANKS


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of Contents

1 Introduction.......................................................................................................4

1.1 Background...................................................................................................4

1.2 What is Bank?...............................................................................................5

1.3 Indian Banking System.................................................................................5

1.4 Reserve Bank of India...................................................................................

1.5 !"assification of Banks.................................................................................#

1.5.1 $n the %asis of o&nershi'...................................................................#

1.5.2 (ccording to the )a&..........................................................................*

1.5.3 $n the %asis of function.......................................................................+

1. ,rivati-ation of Indian Banking..................................................................1

1.# Structure of Banking System......................................................................11

1.* /unctions of Banks.....................................................................................14

1.*.1 ,rimary /unctions 0...........................................................................15

1.*.2 Secondary /unctions.........................................................................1#

2 $%ectives of the Study...................................................................................24

3 Research ethodo"ogy....................................................................................25

3.1 Sam'"e esign............................................................................................25

3.2 ,o'u"ation...................................................................................................2

3.3 ata !o""ection...........................................................................................2

3.3.1 ,rimary ata......................................................................................2#

3.3.2 Secondary ata..................................................................................2#

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3.4 Sam'"e ,"an 0..............................................................................................2*

4 )imitations of the Study..................................................................................35

5 (na"ysis of ata co""ected...............................................................................3

/indings of the Study.......................................................................................4*

# Suggestions and Recommendations................................................................51

#.1 Suggestions %y !ustomers..........................................................................51

#.2 Recommendations.......................................................................................53

#.2.1 /or ,u%"ic Sector Banks....................................................................53

#.2.2 /or ,rivate Sector Banks...................................................................54

* !onc"usion.......................................................................................................55

+ Bi%"iogra'hy....................................................................................................5

1 uestionnaire...................................................................................................5#

1 Introduction



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1.1 Backgroundhe &or"d of %anking has assumed a ne& dimension at da&n of the 21st century

&ith the advent of tech %anking6 there%y "ending the industry a stam' of

universa"ity. In genera"6 %anking may %e c"assified as retai" and cor'orate %anking.

Retai" %anking6 &hich is designed to meet the re7uirement of individua" customers

and encourage their savings6 inc"udes 'ayment of uti"ity %i""s6 consumer "oans6

credit cards6 checking account and the "ike. !or'orate %anking6 on the other hand6

caters to the need of cor'orate customers "ike %i""s discounting6 o'ening "etters of

credit6 managing cash6 etc.

etamor'hic changes took '"ace in the Indian financia" system during the eighties

and nineties conse7uent u'on deregu"ation and "i%era"i-ation of economic 'o"icies

of the government. India %egan sha'ing u' its economy and earmarked am%itious'"an for economic gro&th. !onse7uent"y6 a sea change in money and ca'ita"

markets took '"ace. (''"ication of marketing conce't in the %anking sector &as

introduced to enhance the customer satisfaction the 'o"icy of 'rivati-ation of

%anking services aims at encouraging the com'etition in %anking sector and

introduction of financia" services. !onse7uent"y6 services such as emat6 Internet

%anking6 ,ortfo"io anagement6 8enture ca'ita"6 etc6 came into e9istence to cater

to the needs of 'u%"ic.

he introduction to the marketing conce't to %anking sectors can %e traced %ack to(merican Banking (ssociation !onference of 1+5*. Banks marketing can %e

defined as the 'art of management activity6 &hich seems to direct the f"o& of

%anking services 'rofita%i"ity to the customers. he marketing conce't %asica""y

re7uires that there shou"d %e thorough understanding of customer need and to "earn

a%out market it o'erates in. /urther the market is segmented so as to understand the

re7uirement of the customer at a 'rofit to the %anks.

1.2 What is Bank?

(ccording to the $9ford dictionary Bank can %e defined as6



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:(n esta%"ishment for the custody of money6 &hich it 'ays out6 on a

customer;s order. State coDo'erative %anks

%> !ommercia" %anks

Non'Sc)e*u"e* B$n%s

on Dschedu"e %anks are the %anks6 &hich are not inc"uded in the second schedu"e

of the %anking regu"ation act 1+5. It means they do not satisfy the conditions "ay

do&n %y that schedu"e. hese are the %anks having 'aid u' ca'ita"6 "ess than

Rs.5)akhs. hey are further c"assified as fo""o&s0D

(. !entra" !oDo'erative %anks and ,rimary !redit Societies.

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B. !ommercia" %anks

1.5.3 #n the $asis of function

Co++e#ci$" B$n%s

hese are the %anks that do %anking %usiness to earn 'rofit. hese %anks make

"oans for short to %usiness and in the 'rocess create money. !redit creation is the

main function of these %anks.

Fo#ei,n B$n%s

hese are those %anks that are incor'orated %y foreign com'any. hey have set u'

their %ranches in India. hese %anks have their head offices in foreign countries.

heir 'rinci'"e function is to make credit arrangement or the e9'ort and the im'ort

of the country and these %anks dea"s in foreign e9change.

In*ust#i$" B$n%s

Industria" %anks are those %anks that offer "ong term and medium term "oan to the

industries and a"so &ork for their deve"o'ment. hese %anks he"' industries in sa"e

of their shares6 de%entures and %onds. hey give "oan to the industries for the

'urchase of "and and machinery.

A,#icu"tu#$" B$n%s

(gricu"tura" %anks are those %anks that give credit to agricu"tura" sector of the

economy.

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S$&in, B$n%s

he 'rinci'"e function of these %anks is to co""ect sma"" savings across the country

and 'ut them to the 'roductive use. In India de'artment of 'ost office functions a

savings %anks.

Cent#$" B$n%

!entra" Bank is the a'e9 %ank of the %anking system of the country. It issues

currency notes and acts a %ankerEs %ank. conomic sta%i"ity is the 'rinci'"e

function of this %ank. In short6 it regu"ates and contro"s the %anking system of the

country. RBI is the !entra" Bank of India.

1.) *rivati+ation of Indian Banking

here are t&o areas of com'etitions &hich %anking industry is facing

internationa""y and nationa""y. In the 'reD"i%era"i-ation era6 Indian %anks cou"d

gro& in a c"osed economy %ut the %anking sector o'ened u' for 'rivate

com'etition. It is 'ossi%"e that 'rivate %anks cou"d %ecome dominant '"ayers even

&ithin India. It has %een recorded a ra'id rise of the ne& 'rivate sector %anks and it

has tracked the transformation of the 'u%"ic sector %anks as they gra''"e &ith the

changes of financia" deregu"ation.

Fse of ( cards6 Internet Banking6 ,hone Banking6 o%i"e Banking are the ne&

innovative channe"s of %anking &hich are %eing &ide"y used as they resu"t in

saving %oth time and money &hich are t&o essentia" things that every one is short



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of and is running to catch ho"d of them. oreover 'rivate sector %anks are a"igning

its infrastructures6 marketing 7ua"ity and techno"ogy to %ui"d dee' commitment in

%ui"ding consumer and retai" %anking. he main focus of these %anks is on

innovative range of services or 'roducts.

1., Structure of Banking System

ifferent countries of the &or"d have different ty'es of %anking systems. Ao&ever6

commercia" %anking had gro&n under a"" these %anking systems. o understand the

structure of %anking system6 "et us take u' various ty'es of %anking systems one %y

one. hese ty'es are0

-. Unit B$n%in,

Fnit Banking originated in the Fnited State of (merica. It gre& in the Fnited

States of (merica. (s a counter 'art of inde'endent or industria" units.

:(n inde'endent unit %ank is a cor'oration that o'erates one office and that is not

re"ated to other %anks through either o&nershi' or contro"


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conditions6 &hich he"'s it to cater to the needs of the area in a %etter &ay. he

fai"ure of the unit %ank &i"" not endanger the %anking system and economy. It is

free from the difficu"ties and diseconomies of "arge sca"e o'erations.

/. B#$nc) B$n%in,

conomic and anageria" 'ro%"ems faced %y the unit %anks "et to the emergence

of %anking system. o&6 his the most 'o'u"ar and im'ortant %anking system. In

%ranch %anking6 a %ank has a "arge net&ork of %ranches scattered a"" over the

country. Branch %anking deve"o'ed in ng"and. Su%se7uent"y most of the countries

of the &or"d ado'ted the system. In terms of %ranches6 the State Bank of India has

emerged as one of the "argest %anks in the &or"d.

Branch Banking tends to %ring homogeneity in the 'revai"ing Interest Rates as it

increases the mo%i"ity of resources from one '"ace to another. It is easier for the

!entra" Bank to e9ercise !ontro". In this system there more safety and "i7uidity of

funds.

0. C)$in B$n%in,

Sha'er6 So"omon and White have defined !hain Banking as

:(n arrangement %y &hich t&o or more %anks Geach of &hich retains its identity6

ca'ita" and 'ersonne" Gare %rought under common contro" %y any device other than

a Ao"ding !om'any. C#e*it C#e$tion0 $ne of the main functions of %anks these days is to create

credit. Banks create credit %y giving more "oans than their cash reserves.

Banks are a%"e to create credit %ecause the demand de'osits i.e. a c"aim

against the %ank is acce'ted %y the 'u%"ic in sett"ement of their de%ts. In this

'rocess the %ank creates money.



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4> C)e4ue s5ste+ of P$5+ent of Fun*s0( che7ue6 a negotia%"e instrument6

&hich in fact is a %i"" of e9change6 dra&n u'on a %anker6 is the most 'o'u"ar

credit instrument used %y the c"ient to make 'ayments. !he7ue system is the

main credit instrument in the %anking &or"d.

Because of :c"earing houses< and :c"earing< o'erations of the %anks6 che7ues can

%e and are used for transferring funds from one centre to another. In the modern

days they can a"so %e used for transferring funds from one country to another.

1.-.2 Secondary unctions

Besides the a%ove 'rimary functions6 %anks a"so 'erform may secondary functions

such as agency functions6 genera" uti"ity and socia" functions.

(> A,enc5 Functions

Banks act as agents to their customers in different &ays 0D

i> !o""ection and ,ayment of !redit and $ther Instruments: he !ommercia" %anks

co""ect and 'ay che7ues6 %i""s of e9change6 'romissory notes6 hundies6 rent6 interest

etc. $n %eha"f of their customers and a"so make 'ayments of income ta96 fees6

insurance 'remium etc. on %eha"f of the customers.

ii) ,urchase and Sa"e of Securities:he modern commercia" %anks a"so undertake

the 'urchase and sa"e of various securities "ike shares6 stocks6 %onds units and

de%entures etc. $n %eha"f of the customers6 %anks do not give any advice regarding

Comparative Study Between Public sector and Private Sector Banks Page 1#


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the suita%i"ity or other&ise of a security %ut sim'"y 'erform the functions of a

%roker.

iii) rustee and 9ecutor: Banks a"so acts as trustees and e9ecutors of the 'ro'erty

of their customers on their advice. Sometimes %anks a"so undertake income ta9

services on %eha"f of the customers.

iv)Remittance of /unds : he !ommercia" %anks remit funds on %eha"f of c"ients

from one '"ace to another through che7ues6 drafts6 mai" transfers etc.

v) Re'resentation and !orres'ondence 0 Sometimes commercia" %anks acts as

re'resentatives or corres'ondents of the c"ients es'ecia""y in hand"ing various

a''"ications. /or instance6 'ass'orts and trave" tickets6 etc.

vi) Bi""ion rading 0In many countries6 the commercia" %anks trade is %i""ions "ike

go"d and si"ver. In $ct 1++#6 * %anks inc"uding SBI6 I$B6 !anara Bank and

(""aha%ad Bank have %een a""o&ed im'ort of go"d &hich has %een 'ut under o'en

genera" "icensed category.

vii) ,urchase and Sa"e of /oreign 9change 0 Banks %uy and se"" foreign e9change6

'romoting internationa" trade. his function is main"y discharged %y foreign

9change Banks.

viii) )etter of References 0Banks a"so give information a%out economic 'osition of

their customers to domestic and foreign traders and vice versa.

B> 2ene#$" Uti"it5 Se#&ices

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In addition to agency services6 %anks render many more uti"ity services to the

'u%"ic. hese services are 0D

i> )ocker /aci"ities 0 Banks 'rovide "ocker faci"ities to their customers.

,eo'"e can kee' their va"ua%"es or im'ortant documents in these "ockers.

heir annua" rent is very nomina".

ii> (cting as a referee 0 It desired %y the customers6 the %ank can %e a referee

i.e. &ho cou"d %e referred %y the third 'arties for seeking information

regarding the financia" 'osition of the customers.

iii> Issuing "etters of credit 0 Bankers in a &ay %y issuing "etters of credit

certify the credit &orthiness of the customers. )etters of credit are very

'o'u"ar in foreign trade.

iv> (cting as Fnder&riters 0 Banks a"so under&rite the securities issued %y

the @overnment and !or'orate %odies for a commission. he name of

%ank as an under&riter encouraged investors to have faith in the security.

v> (cting as information %anks 0 !ommercia" %anks a"so acts as

:information< %ureau as they co""ect the financia"6 economic and statistica"

data re"ating to industry6 trade and commerce. A/! Bank is 'roviding

information re"ating to RI Schemes and commentaries of e9'erts on

deve"o'ment in the areas of finance through Internet.

vi> Issuing rave"er;s che7ues and credit cards 0 Banks have %een rendering

great service %y issuing trave"er;s che7ues6 &hich ena%"e a 'erson to trave"

&ithout fear of theft or "oss of money. o&6 some %anks have started

credit card system under &hich a credit card ho"der is a""o&ed to avai"

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credit from the "isted out"ets &ithout any additiona" cost or effort. hus6

credit card ho"der need not carry or hand"e cash a"" the time.

vii> Issuing of gift che7ues0 !ertain %anks issue gift che7ues of various

denominations6 e.g. Some Indian %anks issue gift che7ues of the

denominations of Rs. 216 316 51 and 11 etc. hey are genera""y issued

free of charge.

viii> ea"ing in /oreign 9change0 aor %ranches of commercia" %anks a"so

transact %usiness of foreign e9change. !ommercia" %anks are the main

authori-ed dea"ers of foreign e9change in India.

i9> erchant %anking Services0 !ommercia" %anks a"so render merchant

%anking services to the customers. hey he"' in avai"ing "oans from nonD

%anking financia" institutions.

9> Ae"' in rans'ortation of @oods0 Big %usinessmen or industria"ists after

consigning goods to their retai"ers send the Rai"&ay Recei't

=!onsignment ote> to the %ank.

List of Pu!"ic Secto# B$n%s

o State Bank of Bikaner H Cai'ur

o State Bank of Aydera%ad

o State Bank of Indore

o State Bank of ysore

o State Bank of Saurastra

o State Bank of ravancore

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Ot)e# N$tion$"ise* !$n%s $#e

(""aha%ad Bank

(ndhra Bank

Bank of Baroda

Bank of India

Bank of aharastra

!anara Bank

!entra" Bank of India

!or'oration Bank

ena Bank

Indian Bank

Indian $verseas Bank

$rienta" Bank of !ommerce

,una% H Sind Bank

,una% ationa" Bank

Syndicate Bank

F!$ Bank

Fnion Bank of India

Fnited Bank of India

8iaya Bank

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List of P#i&$te Secto# B$n%

Bank of ,una%

Bank of Raasthan

!atho"ic Syrian Bank

!enturion Bank

!ity Fnion Bank

hana"akshmi Bank

eve"o'ment !redit Bank

/edera" Bank

A/! Bank

I!I!I Bank

IBI Bank

IndusInd Bank

I@ 8ysya Bank

Cammu H ashmir Bank

arnataka Bank

arur 8ysya Bank

)a9mi 8i"as Bank

South Indian Bank

Fnited Western Bank

FI Bank

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List of Fo#ei,n B$n%s in In*i$

(BD(R$ Bank

(%u ha%i !ommercia" Bank

Bank of !ey"on

B, ,ari%as Bank

!iti Bank

!hina rust !ommercia" Bank

eutsche Bank

ASB!

C,organ !hase Bank

Standard !hartered Bank

Scotia Bank

ai% Bank

Upcoming Foreign Banks In India

By 2009 few more names is going to be added in the list of foreign banks in

India. This is as an aftermath of the sudden interest shown by Reserve

Bank of India paving roadmap for foreign banks in India

greater freedom in India. Among them is the worlds bestprivate bank by !uro "oney maga#ine$ %wit#erlands

&B%.

The following are the list of foreign banks going to set up business in

India

http://finance.indiamart.com/investment_in_india/abn_amro.htmlhttp://finance.indiamart.com/investment_in_india/abu_dhabi_commercial_bank.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_ceylon.htmlhttp://finance.indiamart.com/investment_in_india/bnp_paribas_bank.htmlhttp://finance.indiamart.com/investment_in_india/citi_bank.htmlhttp://finance.indiamart.com/investment_in_india/china_trust_commercial_bank.htmlhttp://finance.indiamart.com/investment_in_india/deutsche_bank.htmlhttp://finance.indiamart.com/investment_in_india/hsbc_bank.htmlhttp://finance.indiamart.com/investment_in_india/jpmorgan_chase_bank.htmlhttp://finance.indiamart.com/investment_in_india/standard_chartered_bank.htmlhttp://finance.indiamart.com/investment_in_india/scotia_bank.htmlhttp://finance.indiamart.com/investment_in_india/taib_bank.htmlhttp://finance.indiamart.com/investment_in_india/abn_amro.htmlhttp://finance.indiamart.com/investment_in_india/abu_dhabi_commercial_bank.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_ceylon.htmlhttp://finance.indiamart.com/investment_in_india/bnp_paribas_bank.htmlhttp://finance.indiamart.com/investment_in_india/citi_bank.htmlhttp://finance.indiamart.com/investment_in_india/china_trust_commercial_bank.htmlhttp://finance.indiamart.com/investment_in_india/deutsche_bank.htmlhttp://finance.indiamart.com/investment_in_india/hsbc_bank.htmlhttp://finance.indiamart.com/investment_in_india/jpmorgan_chase_bank.htmlhttp://finance.indiamart.com/investment_in_india/standard_chartered_bank.htmlhttp://finance.indiamart.com/investment_in_india/scotia_bank.htmlhttp://finance.indiamart.com/investment_in_india/taib_bank.html


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Royal Bank of %'otland

%wit#erlands &B%

&%(based )! *apital

*redit %uisse )roup

Industrial and *ommer'ial Bank of *hina

"errill +yn'h is having a ,oint venture in Indian investment banking spa'e ((

-% "errill +yn'h. )oldman %a'hs holds stakes in /otak "ahindra arms.

Indias )- is seen growing at a robust pa'e of around 9(01 over the

net few years$ throwing up opportunities for the banking se'tor to profit

from.

2 #$0ectives of the Study

his study has %een conducted &ith a variety of im'ortant o%ectives in mind. he

fo""o&ing 'rovides us &ith the chief o%ectives that have tried to achieve through

the study. he e9tent to &hich these o%ectives have %een met cou"d udged from

the conc"usions and suggestions6 &hich a''ear in the "ater of this study.

C)ief O!6ecti&es

1. o find the %ank sector that is "arge"y avai"ed %y the customer.



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2. o study the factors the factors inf"uencing the choice of a %ank for avai"ing

services.

3. o find and com'are the satisfaction "eve" of customers in 'u%"ic sector as

&e"" as in 'rivate sectors %ank.

4. o study the 'ro%"em faced %y customer.

5. o get suggestions for im'rovement or change in the services of 'u%"ic and

'rivate sector %anks.

. o study &hat do 'eo'"e e9'ect in the ne& era of %anking.



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3 Research ethodo!ogy

Research is an art of scientific investigation. In other &ord research is a scientific

and systematic search for 'ertinent information on a s'ecific to'ic. he "ogic

%ehind taking research methodo"ogy into consideration is that one can have

kno&"edge a%out the method and 'rocedure ado'ted for achievement of o%ectives

of the 'roect. With the ado'tion of this others can eva"uate the resu"ts a"so. Its

main aim is to kee' the researchers on the right track.

he methodo"ogy ado'ted for studying the o%ectives &as surveying the saving

account ho"ders of istrict Cai'ur. So kee'ing in vie& the nature of re7uirements of

the study to co""ect a"" the re"evant information6 direct 'ersona" inervie& method

&ith structured 7uestionnaire &as ado'ted for the co""ection of 'rimary data.

Secondary data has %een co""ected through the various maga-ines and ne&s'a'ers

and %y surfing on Internet. (nd the guide in the organi-ation &as consu"ted at

many times.

3.1 Sam&!e esign( sam'"e design is a definite '"an for o%taining a sam'"e from a given 'o'u"ation.

It refers to the techni7ues or the 'rocedure the researcher &ou"d ado't in se"ecting

items for the sam'"e. Sam'"e design may as &e"" "ay do&n the num%er of items to

%e inc"uded in the sam'"e i.e. the si-e of the sam'"e. Sam'"e design is determined



27/60

%efore data are co""ected. Aere &e se"ect the 'o'u"ation as sam'"e in our sam'"e

design. he se"ected res'ondents shou"d %e as re'resentatives of the tota"

'o'u"ation.

3.2 *o&u!ationhe 'ersons ho"ding saving account re"ated to %usiness c"ass of istrict Cai'ur

&ere taken into consideration.

3.3 ata o!!ectionata &as co""ected %y using main t&o methods i.e 'rimary data and secondary

data.



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3.3.1 *rimary ata

,rimary data is the data &hich is used or co""ected for first time and it is not used

%y anyone in the 'ast. here are num%er of sources of 'rimary data from &hich

the information can %e co""ected.

I choose the fo""o&ing resources for our research0

7UESTIONNAIRE'his method of data co""ection is 7uite 'o'u"ar6 'articu"ar in

case of %ig en7uiries. Aere in our research &e set 15 sim'"e 7uestions and re7uest

the res'ondents to ans&er these 7uestions &ith correct information.

RESPONDENTS'Res'ondents he"'s in creation of more accurate idea a%out ourresearch. I 'ersona""y meet the res'ondents inside and outside the %anks.

3.3.2 Secondary ata

Secondary data is the data &hich is avai"a%"e in readymade form and &hich is

a"ready used %y 'eo'"e for some 'ur'oses. here may %e various sources of

secondary data such asDne&s'a'ers6 maga-ines6 ourna"s6 %ooks6 re'orts6

documents and other 'u%"ished information.

BANKS ANNUAL REPORTS0D Banks issues there annua" re'orts to get the

'eo'"e informed &ith the 'rofita%i"ity and gro&th of the %ank. hese annua"

re'orts he"'s us a "ot to get the "atest data and other re"ated information for our

research. It te""s us a%out the increase or decrease in 'rofits and other faci"ities.



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JOURNALS AND PUBLICATIONS OF DIFFERENT BANKS 'I a"so take

into consideration the ourna"s and 'u%"ications issued %y the %ank at different

times. I comes to kno& a%out the Branches6 (6 "ocations and other usefu"

information.

MANUALS AND BROAC8ERS OF DIFFERENT BANKS'I take the he"' of

%ank staff and other 'eo'"e &ho gives me dee' information and data &hich may

not %e avai"a%"e at any&here. hey gives their fu"" coDo'eration.

INTERNET'I a"so take into consideration the internet faci"ity &ith &hich i co""ect

"ot of "atest information.

3.4 Sam&!e *!an /

SAMPLE SI9E ee'ing in mind a"" the constraints the si-e of the sam'"e

of the study &as se"ected as 5.

SAMPLIN2 UNIT'

,una% ationa" %ank Branch in Cai'ur city. ue to nature of study6 I a"sovisited various different %anks I!I!I6 A/!6 SBI etc. of Cai'ur istrict.



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SAMPLIN2 TEC8NI7UE' Stratified convenient sam'"ing.

("" the saving account ho"ders &ere taken into consideration. Research &as

conducted on c"ear assum'tions that the res'ondents &ou"d give frank and

fair ans&ers in a 'ragmatic &ay and &ithout any %ias.

SAMPLIN2 DESCRIPTION' In order to understand the nature and

characteristics of various res'ondents in this study6 the information &as

co""ected and ana"y-ed according to their socio economic %ackground &hich

inc"uded the characteristic of their res'ondents "ike education6 age marita"

status and month"y income. his descri'tion sho&s that res'ondents

inc"uded in this survey %e"ong to different %ackgrounds and this turn

increase the sco'e of the study.

PERSONAL DETAIL

A2E

*articu!ars age of Res&ondent

20-30 years 20%

30-40 years 0%

40-0 years 20%

0-!0 years "0%



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An$"5sis : Inte#(#et$tion F#o+the a%ove study i find that no%ody is %e"o& 2

age and 2J res'ondents are %et&een 2D3 age grou'6 5J res'ondents are

%et&een 3D4 age grou'6 2J res'ondents is %et&een 4D5 age grou' and

1J res'ondents are %et&een 5D age grou'.

SE;

*articu!ars o of Res&ondent age

#ale 3 $0%

emale " 30%

&otal 0 "00%

An$"5sis



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/rom the a%ove resu"t i come to kno& that out of 56 35 res'ondents are ma"e and

15 are fema"e &hich is #J and 3J are res'ective"y.

Inte#(#et$tion/rom the a%ove data I conc"ude that most of our res'ondents are

ma"e.

MARITAL STATUS


#arried "$ 34%

'nmarried 33 !!%

&otal 0 "00%

An$"5sis

/rom the a%ove study i find that out of 1J6 33J res'ondents are married and

#J res'ondents are unmarried.

Inte#(#et$tion0 ost of the res'ondents of our survey are Fnmarried.



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1 8I28EST EDUCATIONAL 7UALIFICATION'


#atric 2 4%

Senior Secondary $ "4%

(raduate

)pro*essional

23 4!%

Post graduate "+ 3!%

&otal 0 "00%



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An$"5sishis ana"ysis sho&s that out of 5 res'ondent6 4J res'ondents are

graduate H 'rofessiona"6 3J res'ondents are 'ost graduate6 14J res'ondents are

senior secondary and 2J res'ondents are of atric category. ("" the res'ondents

of our survey are 7ua"ified.

Inte#(#et$tion /rom the a%ove data I conc"ude that most of our res'ondents are

@raduates H 'rofessiona" degree ho"ders.

OCCUPATION

*articu!ars o of

Res&on

dent

age of

res&ondents

Businessman 32%



35/60

"!

(overnment ,mployee

"4

2+%

Student

24%

t.ers + "!%

An$"5sis /rom the a%ove ana"ysis it is c"ear that 32J res'ondents are doing their

o&n %usiness6 2*J are em'"oyees and 1J res'ondents %e"ong to other category

(nd 24J of our res'ondents are students. ost of the res'ondents of our survey

are Businessmen.

Inte#(#et$tion /rom the (%ove data i conc"ude that most of our survey

res'ondents are %usinessmen.

4 (imitations of the Study



36/60

ue to constraints of time and resources6 the study is "ike"y to suffer from certain

"imitations. Some of these are mentioned here under so that the findings of the

study may %e understood in a 'ro'er 'ers'ective.

he "imitations of the study are0

Some of the res'ondents of the survey &ere un&i""ing to share information.

he research &as carried out in a short 'eriod . herefore the sam'"e

si-e and other 'arameters &ere se"ected according"y so as to finish the

&ork &ithin the given time frame.

he information given %y the res'ondents might %e %iased %ecause some of

them might not %e interested to give correct information.

he officia"s of the %ank su''orted me a "ot6 %ut did not have sufficient time

to make the 'oints more c"ear.



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5 'na!ysis of ata co!!ected

-. T)e #es(on*ents


38/60

2. T)e #es(on*ents


39/60

2#$() /.- 'Nu+!e# of t5(e of $ccounts )e"* in Pu!"ic secto# !$n%s

An$"5sis 3>? (eo("e o


40/60

N$+es of B$n%s Nu+!e# of #es(on*ents

I!I!I Bank /1

A/! Bank //

State Bank @rou' />

,una% ationa" Bank /

,una% (nd Sind Bank

An$"5sis /rom a%ove gra'h6 it is seen that 2*J stake of the res'ondents fo""o&s

to ,una% ationa" %ank fo""o&ed %yI!I!I %ank. It is the %ank &hich 'rovide 12D

hour %anking.a"so the ( machine is more as com'ared to the other 'rivate

sector %anks.

Inte#(#et$tion /rom the a%ove gra'h6 it is seen that ,una% nationa" is the most

'referred %ank as com'ared to other ,u%"ic and ,rivate sector Banks.



41/60

he reason for 'reference of 'u%"ic sector %ank is the minimum amount of de'osit

for saving account.

1. T)e $i+ to $s% t)is 4uestion


42/60

2#$() 1'Reasons for account in different %anks

In(#et$tion0 By ana"y-ing this gra'h6 &e can conc"ude that most of the 'eo'"e is

inf"uenced %y the 7uick and s'eedy services 'rovided %y the %ank and "ocation is

given "ess 'reference than others.

3.T)e #es(on*ents


43/60

2#$() 3.-0 um%er of 'eo'"e avai"ing different faci"ities at 'u%"ic sector %anks

Inte#(#et$tion /rom the a%ove gra'h6 it &as found that &as avai"ed %y most of the'eo'"e at 'u%"ic sector %anks &as that of (Ke%it cards &hich ho"d +J of

res'ondents. It is c"ear"y o%served %y the gra'h that Insurance are neck to neck

ho"ding 2J of res'ondent each.

. T)e (u#(ose of t)is 4uestion is to %no< t)e s$tisf$ction "e&e" t)e5


44/60

Pu!"ic secto# !$n%s

T$!"e .- S$tisf$ction "e&e" of t)e custo+e#s #e,$#*in, t)e f$ci"ities $&$i"e*

f#o+ t)e (u!"ic secto# !$n%s

Le&e" of S$tisf$ction o.of res'ondents Jage

9ce""ent 12 24J

@ood 21 42J

8ery @ood 2# 54J

2#$() .- S$tisf$ction "e&e" of Custo+e#s #e,$#*in, t)e f$ci"ities $&$i"e* f#o+

t)e (u!"ic secto# !$n%s.



45/60

An$"5sis

It &as found that in case of 'u%"ic sectors %anks6 1*J of the res'ondents &ere

high"y satisfied ranked e9ce""ent from the 'roducts and services avai"ed %y them.

44J &ere ust satisfied given very good and 3*J have moderate vie&.

Inte#(#et$tion ,eo'"e have mi9ed ty'e of vie& regarding 'u%"ic sector %anks.

. T)e #es(on*ents


46/60

2#$() ' Nu+!e# of custo+e#s #e$*5 to s)ift f#o+ t)ei# (#esent !$n% o# not.

Inte#(#et$tion

/rom this a%ove @ra'h6 &e can conc"ude that the num%er of res'ondents ready to

shift from their 'resent %ank is 2*J &hi"e #J customers seems to %e satisfied from

their %ank and hence &i""ing to shift from their 'resent %ank to other.

. T)e $i+ to $s% t)is 4uestion


47/60

oo many forma"ities

o faci"ity of 'hotogra'h instant"y 4

o 'ro%"em

Inte#(#et$tion

It &as found that most of the res'ondents are facing 'ro%"em of reference.

Res'ondents a"so find that the time and too much forma"ities a"so cause 'ro%"em in

%anks.



48/60

) indings of the Study

ore num%er of 'eo'"e have account &ith 'rivate %anks.

aority of the res'ondents &hether in 'u%"ic sectors or in 'rivate sector

%anks have savings account &ith %anks.

um%er of 'ro%"em faced %y the 'eo'"e is more in 'u%"ic sector %anks.

,eo'"e &ant a change in the %ehavior of the staff of the 'u%"ic sector %anks.

,eo'"e are more satisfied form the 'rivate sector %anks due to their %etter

services 'rovided %y them in terms of s'eedy transactions6 fu""y

com'uteri-ed faci"ities6 more &orking hours =in case of I!I!I %ank6 thenum%er of &orking hour are 12>6 good investment (dvisory services6

efficient and coDo'erative staff6 %etter a''roach to !ustomer Re"ationshi'

anagement.

In 'rivate sector %anks 'ro'er 'romotiona" activities shou"d %e taken u' so

as to make the 'o'u"ation a&are of the services 'rovided %y the %anks even

in rura" areas.

he faci"ity that &as avai"ed %y most of the 'eo'"e at 'u%"ic sector %anks

&as that of (Ke%it cards. he "east avai"ed faci"ity &as that of emat

account and foreign transfer of funds.



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he faci"ity that &as avai"ed %y most of the 'eo'"e at 'rivate sector %anks

&as that of InternetK,hone %anking %y (Ke%it card.

aority of res'ondents do not &ant to shift from their 'resent %ank.

/rom the a%ove study it is c"ear that 'rivate %anks are 'roviding %etter

services than nationa"i-ed %anks. +5J res'ondents favored that 'rivate

%anks are 'roviding %etter services than nationa"i-ed %anks &hi"e 5J

res'ondents are not agree &ith it.

/rom the a%ove study it is c"ear that maority of the res'ondents said that the

average %a"ance re7uirement for o'erating their saving account is %et&een

5D1. 2J said it is %et&een 1D2 and remaining 5J said it

is %et&een 2D5 in 'rivate sector %anks &hich as com'ared to

,u%"ic sector %ank is very high.

4J res'ondents said that the %ank em'"oyees never 'ay any attention to

them and 1J res'ondents said that their 'ro%"ems are not so"ved %y %ank

e9ecutives. he remaining 5J res'ondents give a 'ositive reaction in the

favour of %ank. 3J res'ondents favoured that their 'ro%"ems are so"ved %y

%ank e9ecutives and 2J res'ondents said they are received &ith smi"e %y

%ank e9ecutives. So there is a mi9 res'onse.

aority of the res'ondents said that the average time taken for transactions

is %et&een 25 to 5 minutes in their %ank. 3J res'ondents said the average

time taken for transaction is %et&een 2D25 minutes6 2J said it is %et&een



50/60

1 to 25 min. and remaining 1J said that the average time taken for

transaction %y their %ank is 5 to 1 minutes.

/rom the a%ove study it is c"ear that maority of the res'ondents are ready to

'ay nomina" charges for %etter services 'rovided %y 'rivate %anks &hi"e

4J res'ondents are not ready to 'ay any nomina" charges.

/rom the a%ove study is c"ear that the %anks do not organi-e any customer

meets. ("" the 1J res'ondents said that their %ank does not organi-e any

customerEs meets to reso"ve their 'ro%"ems. !ustomer satisfaction is the

demand of time6 so the %anks shou"d organi-e customer meets to reso"ve the

'ro%"ems of their customers.

he a%ove study de'icts that J res'ondent said that their %ank u'dates

them time to time a%out the "atest faci"ities and remaining 4J said that

their %ank doesnEt u'date them.



51/60

, Suggestions and Recommendations

,.1 Suggestions $y ustomers

Based on the study conducted6 there are some of the suggestions given %y the

customers of ho& the modern %anking shou"d %e. hese are the comment given %y

them a%out the im'rovement of the %anking sector in India.

Banks shou"d o%ey the RBI norms and 'rovide faci"ities as 'er the norms6&hich are not %eing fo""o&ed %y the %anks. Whi"e the customer must %e

given 'rom't services and the %ank officer shou"d not have any fear on mind

to 'rovide the faci"ities as 'er RBI norms to the units going sick.

Banks shou"d increase the rate of saving account

Banks shou"d 'rovide "oan at the "o&er interest rate and education "oans

shou"d %e given &ith ease &ithout much documentation. ("" the %anks must

'rovide "oans against shares.

/air dea"ing &ith the customers. ore contri%ution from the em'"oyee of the

%ank. he staff Shou"d %e coDo'erative6 friend"y and must %e ca'a%"e of

understanding the 'ro%"ems of customers

Internet %anking faci"ity must %e made avai"a%"e in a"" the %anks.

,rom't dea"ing &ith 'ermanent customers and s'eedy transaction &ithout

harassing the customers



52/60

ach section of every %ank shou"d %e com'uteri-ed even in rura" areas a"so.

Rea" time gross sett"ement can '"ay a very im'ortant ro"e.

ore ( coverage shou"d %e 'rovided for the convenience of the

customers.

o "imit on cash &ithdra&"s on ( cards.

he %ank shou"d %ring out ne& schemes at timeDtoDtime so that more 'eo'"e

can %e attracted. ven some gifts and 'ri-es may %e offered to the customers

for their retention.

24 hours %anking shou"d %e induced so as to faci"itate the customers &ho

may not have a free time in the daytime. It &i"" he"' in facing the

com'etition more effective"y.

he charges for saving account o'ening are high6 so they shou"d a"so %e

reduced.

!ustomers genera""y com'"ain that fu"" kno&"edge is not granted to them.

hus the %ank shou"d 'ro'er"y disc"ose the features of the 'roduct and

services to the customers. oreover door to door services can a"so %e

introduced %y %ank.

he need of the customer shou"d 'ro'er"y %e understood so that customer

fee"s satisfied. he re"ationshi' va"ue shou"d %e maintained.

he %ranch shou"d 'romote coo'eration and coordination among em'"oyees

&hich he"' them in efficient &orking.



53/60

aintenance of 'ro'er hierarchy shou"d %e done. ( good hierarchy set u'

can ensure %etter resu"ts &ith in the %ank.

Banking sector is im'roving %y "ea's %ut sti"" it needs to %e im'roved. ,ro'er

and efficient re"ationshi' staffs having kno&"edge for one sto' %anking6

customer friend"y atmos'here6 and %etter rate of interest are need of the hour.the

conce't of 'rivati-ation has overa"" im'roved the services in a"" the %anks.

Aome %anking &i"" %e order of the day.

,.2 Recommendations

,.2.1 or *u$!ic Sector Banks

Bank staff shou"d %e customer friend"y and high"y motivated to serve the

norma" customer.

(s far as 'ossi%"e6 %anks shou"d reduce its documentation 'rocess &hi"e

'roviding "oans.

!om'uteri-ation shou"d %e done in %anks at a"" "eve" and the o'erators

shou"d de 'ro'er"y trained.

oken system shou"d %e induced so as to minimi-e the &aiting "ines in the

%anks.



54/60

,ro'er am%ience in the %anks can deve"o' a hea"thy &orking cu"ture.

uick services shou"d %e 'rovided.

,.2.2 or *rivate Sector Banks

24 hours %anking shou"d %e induced so as to faci"itate the customers &ho may

not have free time in the day time. It &i"" he"' in facing the com'etition more

effective"y.

ore ( coverage shou"d %e 'rovided for the convenience of the customers.

!ustomer care services shou"d %e 'rovided %y %anks.



55/60

- onc!usion

he customers no& days are not on"y e9'osed of &hat ty'e of service is %eing

'rovided %y %anks in India %ut in the &or"d as a &ho"e. hey e9'ect much more

than &hat is actua""y %eing 'rovided. So the ne& coming %anking sector has to

'rovide and cater to a"" the needs of the customers other&ise it is difficu"t to

survive in the com'etition coming u'.

hey not on"y e9'ect the safety of money %ut a"so %est &ays to invest that money

&hich need needs to %e fu"fi""ed. Banks need to have a %etter out"ook to&ards to

actua""y &hat customers are re7uiring. ntries of the 'rivate sector %anks have

made the com'etition tougher. If a %ank is not functioning 'ro'er"y it is %eing

c"osed. So it is difficu"t to face these ty'es of conditions. Aere a sim'"e 'hi"oso'hy

can &ork that customers are @od and &e need to fo""o& this to survive and serve

%etter.

he %anking sector is 'oised for e9'"osive gro&th. In this6 scenario6 it is im'erative

that %anks ado't techno"ogy at an aggressive ,ace6 if they &ish to remain

com'etitive. ani ama""an makes a case for %anks to outsource their techno"ogy

infrastructure re7uirement6 thus ena%"ing ear"y ado'tion and increased efficiencies.

In the 'revai"ing scenario6 a num%er of %anks have ado't a ne& de'"oyment

strategy of infrastructure outsourcing6 to "o&er the cost of service channe"s. (s aresu"t6 other %anks too &i"" need to a"ign their reinvented %usiness mode"s. he

re7uired changes at %oth the %usiness and techno"ogy "eve"s are enormous. In a

high"y com'etitive %anking markets6 ear"y ado'ters are 'rofiting from increased

efficiencies.



56/60

8 Bi$!iogra&hy

Boo%s

othari !.R. =1++ Rese$#c) Met)o*o"o,5 Met)o* $n* Tec)ni4uesL

Wishva ,rakashan6 e& e"hi.

Bodie.M6 ane.( H racus.C Essenti$"s of In&est+ents.

1 9uestionnaire



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7uestionn$i#e

GCo+($#$ti&e Stu*5 on (u!"ic $n* (#i&$te secto# !$n%sH

1. Which Sector %ank do you have your account?

,u%"ic ,rivate Both

2. In &hich %ank do you have your (ccount?

1.

2.

3.

4.

3. Which ty'e of account do you have in the %ank?

Saving !urrent

emat /.

Sa"ary

4 In !ase you have yours (ccount in more than one a Bank &hich one is your

most 'referred %ank =@ive on"y one %ank>



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5. Rank the se"ection criteria for o'ening account &ith %ank?

Brand Image Services

)ocation !harges

. ind"y rank the reasons for yours 'reference in this 'articu"ar %ank?

uick and fast services )ocation

/riend"y Behavior Re"ia%i"ity

#. Which faci"ities are you avai"ing at your %ank?

(tmKe%it card !redit card

Insurance o%i"e Banking

*.Ao& often do you use de%it card to sho'?

$ccasiona""y ever

+. Ao& much Satisfied are you &ith your %ank;s overa"" 'erformance ?

9ce""ent 8ery @ood

@ood

1. (ny S'ecific services you e9'ect from your %ank ?

11.If an o'tion is given to you6 &ou"d you "ike to shift from the 'resent



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Bank?

Nes o

12. o you face any 'ro%"em regarding the services 'rovided %y your 'referred

%ank?

If Nes

13. Wou"d you "ike to give any suggestions for the %etter functioning of %anks

in these sectors?

,u%"ic Sector

,rivate sector

14. (ny other suggestions '"ease s'ecify ?

OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO

OOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO

hanks for your va"ua%"e time given to me. I assure you that the information

'rovided %y you &i"" remain confidentia". hanks for your coDo'eration.

PERSONAL DETAILS.

NAME'

A2E'...

2ENDER'..

EDUCATION'...



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ADDRESS'.

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P8ONE NO.'.

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SI2NATURE OF RESPONDENT

57831031 Comparative Study Between Private Sector Banks and Public Sector Banks

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Transcript of 57831031 Comparative Study Between Private Sector Banks and Public Sector Banks