customer satisfaction of sbt

A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch

A PROJECT REPORT ON

A STUDY ON THE “CUSTOMERS SATISFACTION OF SBT” WITH SPECIAL

REFERENCE TO SBT KOZHENCHERRY BRANCH

SUBMITTED ON PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE

DEGREE OF BACHELOR OF COMMERCE WITH COMPUTER APPLICATION OF THE MADURAI

KAMARAJ UNIVERSITY

BY

THOMAS RAJAN

REG NO: A8517612

UNDER THE GUIDANCE OF

MR.A.BOAZ. M.Com., M.Phil., B.Ed

DEPARTMENT OF COMMERCE

Kodaikanal Christian College (Autonomous)

Paradise Hill

Kodaikanal – 624104

March – 2011

1


Kodaikanal Christian College

( Autonomous)

CERTIFICATE

This is to certify that the project entitled “A Study on the “Customers Satisfaction of SBT ”

with Special Reference to SBT Kozhencherry Branch ” submitted by MS. THOMAS RAJAN

in partial fulfillment of the requirements for the award of the degree of Bachelor of Commerce with

Computer Application is a bonafide record of work done by her under my guidance and supervision.

The report has not formed the basis for the award of any Degree/Diploma/Associateship/ Fellowship or

any other similar title of any University or Institution.

FACULTY GUIDE HEAD OF THE DEPARTMENT EXTERNAL EXAMINAR

PRINCIPAL

2


Kodaikanal Christian College

( Autonomous)

DECLARATION

I Thomas Rajan, the undersigned hereby declare that the project report entitled, “A Study on the

“Customers Satisfaction of SBT ” with Special Reference to SBT Kozhencherry Branch”,

is a record of original work done by me under the supervision of MR.A.BOAZ and that this project has

not formed the basis for award of any degree / diploma / fellowship or any other similar title to any

other candidate of any university.

THOMAS RAJAN

PLACE: KODAIKANAL

DATE:

3


CONTENTS

SL NUMBER TITLE PAGE NUMBER

1

Chapter I

INTRODUCTION 5

2

Chapter II

REVIEW OF LITERATURE 9

3

Chapter III

INDUSTRY PROFILE 16

4

Chapter IV

DATA ANALYSIS AND

INTERPRETATIONS

29

5

Chapter V

FINDINGS AND SUGGESTION 74

4


LIST OF TABLE

Sl Number Title Page Number

1.0 Age group 35

2 .0 Gender of the customers 37

3.0 Occupation of the customers 39

4.0 Income group 41

5.0 Type of account 43

6.0 Term of 0peration of SBT account 45


8.0 Customer satisfaction with Withdraw cash from SBT

ATM

49

9.0 Customers Opinion about Queue’s in Front of ATM 51

10.1 Customers opinion about Customer relation By bank 53

10.2 Customers opinion about deposit schemes of the bank 55

10.3 Customers opinion about bank premises 57

10.4 Customers opinion about Financial advice By bank 59

11.0 Priority 61

12.0 Customers Opinion About the attitude of the employees 63

13.0 Clearance of out station Cheque 65

14.0 Which sector bank you prefer 67

15.0 Have you been to a new generation bank 69

16.0 Do you have an Account in New Generation Bank 71

17.0 Rating the service of new generation bank 73

18.0 Will You Recommend 75

19.0 Satisfied 77

LIST OF FIGURE

5


Sl Number Title Page Number

1.0 Age group 36

2 .0 Gender of the customers 38

3.0 Occupation of the customers 40

4.0 Income group 42

5.0 Type of account 44



8.0 Customer satisfaction with Withdraw cash from SBT

ATM

50

9.0 Customers Opinion about Queue’s in Front of ATM’s 52

10.1 Customers opinion about Customer relation By bank 54

10.2 Customers opinion about deposit schemes of the bank 56

10.3 Customers opinion about bank premises 58

10.4 Customers opinion about Financial advice By bank 60

11.0 Priority 62

12.0 Customers Opinion About the attitude of the employees 64

13.0 Clearance of out station Cheque 66

14.0 Which sector bank you prefer 68

15.0 Have you been to a new generation bank 70

16.0 Do you have an Account in New Generation Bank 72

17.0 Rating the service of new generation bank 74

18.0 Will You Recommend 76

19.0 Satisfied 78

6


CHAPTER I

7


Chapter I

INTRODUCTION

The banking industry like many other financial service industries is facing a rapidly changing

market, new technologies, economic uncertainties, fierce competition and more demanding

customers and the changing climate has presented an unprecedented set of challenges. Banking

is a customer oriented services industry, therefore, the customer is the focus and customer

service is the differentiating factors.

The banking industry in India has undergone sea change since post independence. More

recently, liberalization, the opening up of the economy in the 90s and the government's decision

to privatize banks by reduction in state ownership culminated in the banking reforms based on

the recommendations of Narasimha Committee. The prime mover for banks today is profit, with

clear indications from the government to 'perform or perish'. Banks have also started realizing

that business depends on client service and the satisfaction of the customer and this is

compelling them to improve customer service and build up relationship with customers.

With the current change in the functional orientation of banks, the purpose of banking is

redefined. The main driver of this change is changing customer needs and expectations.

Customers in urban India no longer want to wait in long queues and spend hours in banking

transactions. This change in customer attitude has gone hand in hand with the development of

ATMs, phone and net banking along with availability of service right at the customer's

doorstep. With the emergence of universal banking, banks aim to provide all banking product

and service offering under one roof and their endeavor is to be customer centric. With the

emergence of economic reforms in world in general and in India in particular, private banks

have come up in a big way with prime emphasis on technical and customer focused issues.

8


STATEMENT OF THE PROBLEM

Customer satisfaction is the most discussed subject in today’s world competitive market. For

use successful running of a service, customer satisfaction is important. For a service, customer

depends on the service actually offered relative to the customers’ expectations. SBT has a

strong market in Kerala. SBT is a associate bank of State Bank of India. Now SBT has many

branches all over Kerala.

In order to maintain and improve the present market, the management has to know the

customers attitude towards SBT. So it is felt that a study considering some variables of

customer satisfaction of SBT customers be conducted at kozhencherry with reference to SBT

kozhencherry branch.

OBJECTIVE OF THE STUDY

1. To find out the level of customer satisfaction of SBT with reference

to kozhencherry branch.

2. To access the customer satisfaction regarding various services offered

by the bank.

3. To make recommendation on the basis of the findings of the study.

9


SCOPE OF THE STUDY

The study helps to understand the present market positions of the customers, and how much

they are satisfied with the bank.

METHODOLOGY

This study mainly depends on primary data. Primary data are collected through questionnaires

and interview. The secondary data i.e., company records, journals, magazines and web sites are

also used for the study.

Sampling is a technique of inspecting or studying only a selected representives or adequate

fraction of the population. Hence, convenience sampling method is used because of location

and contacts with the units.

The method is used in everyday life. In this survey 50 customers are selected for sampling. The

sample tools adopted are questionnaire and interview schedule. A single customer represents a

sample.

DATA SOURCES

The sources of information are generally classified as primary and secondary.

(1) Primary

Primary data are collected by conducting face to face interview with respondents. This data

were also obtained by issuing questionnaires to the respondents.

(2) Secondary Data

Secondary data were collected mainly from company records and journals, magazines also

provided information about product and industry. Information from companies websites also

provided secondary data about plans and products.

10


ANALYSIS TOOLS USED

Analysis tools used are percentage and diagrammatic representation.

LIMITATIONS

(1) Time allowed for the study was not sufficient to cover the market area.

(2) A small sample was selected and was restricted to kozhencherry. It might not be true

representation of whole market.

(3) Some did not respond properly to the questionnaire.

11


CHAPTER II

12


Chapter II

REVIEW OF LITERATURE

INTRODUCTION

Customer or buyer is the central figure of all marketing activities. It is the consumer who

determines the growth, prosperity and even existence of a business enterprise. Hence the

marketer should always feel the pulses of consumers "The mind decides and the body acts". But

what goes on in the mind of a consumer is difficult to understand. His mind is black box were in

several influences operating to decide his buying patterns with regard to product or service. The

marketers need to understand fully the working of buyers' mind and use suitable strategies to

create a favorable orientation in the mind of consumers. He must plan his production and

distribution to meet the needs and convenience of consumers rather than his own. He must have

a clear understanding of consumer behaviour.

Who is a Customer?

"Customer is a person who buys goods or services for his own consumption for the satisfaction

of his needs". Thus "customer is an ultimate user of a product". But buyer or customer is a

person who buys goods either for resale or for production or for the use of somebody else/For

e.g.: if a man buys mango and is used by him to satisfy his hunger, he is called a consumer. But

if a man buys a saree and his wife uses it, he is called a buyer. Therefore the two terms

'consumer and buyer' are different in the true sense. However in the "Consumer Protection Act

1986" defines the term consumer includes buyers also.

Consumer behaviour

Market consists of buyers. Hence it is the behaviour of buyer that is central to an understanding

of markets. A business enterprise without having consumer understanding cannot fulfill its

13


obligation of consumer satisfaction. Marketers must study their customers' wants, preferences

and buying behaviour.

Such a study will produce clues for developing new products and for making changes in the

existing products and other marketing mix elements. .It is not the policies that bring changes in

the market, it's the behaviour of the consumers. The marketing programs and policies depend up

on the consumers' behaviour. The consumers' needs, attitudes and buying behaviour is ever

changing. The buying behaviour of consumers depends on certain factors like income, location,

sex, social status, psychology etc.

In the words of Walters and Paul, "Consumer behaviour is the process whereby individuals

decide what, when, where, how and from whom to purchase goods and services."

Customer satisfaction

Consumers are the largest of the activities of marketing department of a company. Today

business world recognize that "Consumer is the king". The primary reason for producing quality

product and delivering quality services is customer satisfaction. Without customer satisfaction

organizations are unlikely to measure their sales and revenue. Customer satisfaction is the result

of delivering a product or service that meets customer's requirements.

According to the "Journal of Advertising Research", customer satisfaction service is one of the

faster growing areas of market research. This is understandable even in the context of the Indian

market where we are moving towards market economy with customer on the central focus.

There are alternative definitions for customer satisfaction/dissatisfaction. It is a comparison of

customer expectations with perceptions regarding the service encounter.

The satisfaction of the customer is perhaps the most sensible objectives of business firms. Until

recently importance of consumption was overlooked. But now, business men are trying to

ascertain the preferences tastes, attitudes, etc of the customers. These business activities must be

14


turned in such a way as to secure maximum satisfaction of the customers. For the purpose all

the necessary information should be collected from the consumers.

In order to satisfy his needs and wants the customer purchases certain goods on the impression

that it would satisfy his needs and wants. If the product satisfies him, he will buy more and

more of the same product. He will also advertise about the product to others. If he is dissatisfied

he will stop consuming the product. Measuring customer's satisfaction is important because

25% of customers dissatisfied would be enough to stop doing business.

Peter Drucker observed that a company's first task is to "create customers". Satisfaction is the

person's feelings of pleasure or disappointment resulting from comparing a product's perceived

performance (outcome) in relation to his / her expectation. If the performance falls short of

expectation, the customer is dissatisfied. If the performances exceed expectation the customer is

highly satisfied or delighted. "Customer satisfaction is the level of persons felt state resulting

from comparing a product perceived performance in relation to the person's expectations."

Maslow's need hierarchy theory

Probably the most widely known theory of individual need and motivation comes from

Abraham Maslow, who was a clinical psychologist in U.S.A, Maslow, he suggested that every

individual has a complex set of exceptionally strong needs and the behaviour of an individual at

a particular moment is usually determined by his strongest need. According to psychologists,

human needs have certain priority. As the more basic needs are satisfied, the individuals seek to

satisfy the higher needs. If the basic needs are not satisfied, efforts to satisfy the higher needs

will be postponed. Maslow stated that people have five basic levels of needs which they tend to

satisfy in a hierarchical fashion. He proposed that human needs can be arranged in a particular

order from the lowest level need to the highest level need

15


.

Self Actualization Needs

Esteem Needs

Social Needs

Safety Needs

Physiological Needs

This need hierarchy can be explained as follows.

1. Physiological needs: - These are some bodily needs comprising of

hunger, thirst, shelter, clothing, air and other necessities of life.

2. Safety needs:- In today's civilized society, a person is usually protected from physical

danger or threats of violence etc. so that the safety and security needs dwell upon economic and

job security, security of source of income etc.

3. Social needs: - Social needs can be satisfied by being in the company of friends, relatives

or other group such as work groups or voluntary groups.

4.Esteem Needs:- Fourth in the hierarchy of needs is ego or self esteem needs which are

concerned with self respect, self confidence, recognition, appreciation, applause, prestige,

power and control.

5. Self Actualization needs: - At the top of the hierarchy is the need for any actualization or the

need to fulfill what a person considers to be the mission in his life.

16


Methods to measure customer satisfaction.

1. Complaint and Suggestion System:- A customer centered organization would make it easy

for its customer to deliver suggestions and complaint. Complaint boxes are popular nowadays.

2. Customer Satisfaction Survey:- Responsive companies obtain direct measures of customer

satisfaction by periodic surveys. They sent questionnaires to a random sample of the customers

to find out how they feel about various aspects of the companies' performance and also solicit

views on the competitors' performance. It is useful to measure the customers' willingness to

recommend the company brand to other persons. A high positive word of mouth score indicates

the company is producing his customer satisfaction.

3. Ghost Shopping:- Another useful way to gather a picture of customer satisfaction is to hire

persons to pose as potential buyers to report their findings on strong and weak points they

experienced in buying the company's and competitors products. These Ghost shoppers can even

pose certain problems to list whether the company's sales personnel handle the situation well.

4. Lost customer analysis:- Companies should contact customers who have stopped buying or

who have switched on to another supplier to learn why that happened.

Customer Retention

Today markets are totally different. These are characterized by intense competition and the

dividing line between a service and a good among competitors is minimal. If there is service

parity among the different service providers then the customers risk associated with brand

switching is minimized. When a firm considers the cost associated with winning new

customers, it is likely to realize that to make profit and avoid the continuous cycle of price

discount, it is better to increase the lifetime spending on the existing customers. Customer

retention is far more important than customer attraction.

17


Benefits of customer Retention.

Benefits of customer retention can be listed as follows.

1. Profit derived from sales

Customer retention can result in higher profits whatever might be the type of service claim.

2. Profit from reduced operating cost

Since long term customers know the service providers well, they tend to have lower

maintenance cost and require less attention.

3. Profit from referrals

Customers retention can give rise the word of mouth advertising by satisfied customers which

can bring in new business. Companies can retain the customers by providing a proper

perspective of the service to him, contacting him between service encounters. It can be a typical

birthday congratulations or an anniversary card.

18


CHAPTER – III

19


Chapter III

INDUSTRY PROFILE

State Bank of Travancore (SBT) was originally established as Travancore Bank Ltd. in 1945

sponsored by the erstwhile Princely State of Travancore. Under a special statute of the Indian

Parliament (SBI subsidiary Banks Act 1959) it has been made an Associate of the State Bank of

India and a member of the State Bank Group, the largest banking group in India.

Regd. office/Head Office at: Poojapura, Trivandrum 695 012, Kerala state, India

Highlights

o More than 60 years of dedicated service

o History of uninterrupted profits and Dividend payments

o 130% dividend to shareholders

o Network of 726 branches and 460 ATMs spanning 16 states of the country

o Using World class technology through the implementation of 100%

Core Banking Solution

o Premier bank in Kerala state with 584 branches

o The Largest ATM Network in Home State

o Member of the Largest ATM network in the country

Internet Banking, E-Payments, Utility Bill Payments, Fee payments, E-Commerce etc

20


Social Responsibility

• 550 Social circles provide selfless community service

• Free Medical Camps, Rehabilitation Programs, and distribution of free wheel chairs

• Programs for improving the facilities of orphanages, care homes, geriatric centres

• Programs for the benefit of the student community

• Eco-friendly smoke - free offices

Social Banking

Being a public sector bank, we are committed to the policies of the Government for social

development. We offer credit to the priority sectors and also the special schemes announced by

the Government.

Through the decades

(Rupees in lacs)

Year => Decembe

r

1981

Decembe

r

1991

March

2001

March

2008

March

2009

March

2010

Deposits 6449 4981224542

6

115727

9

353538

9

420419

2

Advance

s4142 29711

13334

8639750

281366

2

327109

3

Net 8 27 400 9749 38611 60784

21


Profits

Branche

s218 475 608 671 710 726

Staff 3275 8199 12172 12172 11365 11365

PRIORITY SECTOR LENDING

The Bank is alive to its developmental role and actively participates in meeting need-based

requirements of Small Scale Industry (SSI), Agriculture and Small business. It has consistently

met the benchmarks for priority sector advances stipulated by the Government from time to

time. More than 40% of net bank credit is to the Priority sectors.

SMALL SCALE INDUSTRY

The Bank attaches priority to this vital sector and encourages technocrats and women

entrepreneurs. Bank’s Technical Consultancy Cell assists the small units in evaluation of

techno-economic feasibility of their projects. Bank has setup exclusive Small Scale Industries

(SSI) Branches for this sector.

AGRICULTURE

The Bank caters to the needs of farmers through its rural and semi-urban branches. We have

setup specialised Agricultural Development Branches (ADB) totally dedicated to agricultural

advances. The Bank also encourages allied activities such as dairy, poultry, piggery, fishery,

horticulture, etc., Schemes like Rabbit Plus for Rabbit rearing, Kamadhenu for rearing of

Calves and Heifers, Ksheerasamrudhi for dairy farming and Matsya Plus for Fish farming has

been introduced. Farm mechanisation and Agro based industries are given due attention too. We

have also introduced Kisan Credit Card Scheme, for the farmers to purchase agricultural inputs

22


and meet other productive needs. Bank also has launched 'Annapoorna Scheme' to extend

assistance to tenant farmers who are holding only leasehold rights over the land in which they

cultivate. Large areas of fallow lands are being brought under cultivation under this Scheme.

Rural Training Institute for Micro Finance has been established at Kalpetta in Wayanad district

during the year 2005, for imparting training to Micro entrepreneurs on an ongoing basis.

Agricultural Centralized Processing Centre (Agri.CPC) started at Palakkad to ensure prompt

and speedy sanction of loans to the eligible farmers in Palakkad District.

SPECIAL SCHEMES

We actively participate in special schemes announced by the Government like: PMRY (Prime

Ministers Rozgar Yojana), Women Empowerment scheme, Micro Credit - Self Help Groups

scheme etc. The Bank is actively involved in implementing Swarana Jayanthi Shahari Rozgar

Yojana which is aimed at providing self-employment to the urban poor.

FINANCIAL INCLUSION

'Janapriya Savings Account' - a special savings bank account, without any restriction of

minimum balance, was launched aiming at financial inclusion and extending banking facilities

to those so far deprived of it. Palakkad, Ernakulam, Alappuzha, Wayanad, Kasaragod,

Kottayam, Pathanamthitta and Thiruvananthapuram districts have been fully included under

'Financial Inclusion'.

Personal banking

Personal Banking services are offered to general public customers who wish to operate a bank

account for different purpose.

Deposit Schemes

23


SBT have a number of deposit plans to suit convenience and specific requirements of its

customers. The customers can choose from any of the following schemes that the bank offers.

Savings Bank Accounts

• Best suited for all classes of persons.

• Running account.

• Cheques, Drafts, Interest Warrants, Dividend warrants etc.., in Indian rupees and foreign

currencies in the personal names of the depositors can be collected and credited to these

accounts.

• Liberal withdrawal facilities.

• No Income Tax deduction at source on interest.

• Standing instructions for remittances of insurance premium, rent and similar payments carried

out.

• Minors above 10 years can open and operate the account.

• Nomination facility is available

• Quarterly Average Minimum Balance to be maintained in SB accounts is Rs.1000/- with

Cheque Book facility and Rs.500/- without Cheque Book facility

• Internet Banking/ATM/Mobile Banking Facilities are available

Current Accounts

• Running account with unlimited operational facilities.

• Minimum balance to be maintained is Rs. 3000/- for rural branches and Rs.5000/- for others.

24


• Monthly statement of accounts made available.

• Standing instructions for remittances of insurance premium, rent and similar payments carried

out.

• Internet Banking Facility is available

Term Deposit Accounts

• Deposits for periods of 7 days to 120 months.

• Minimum deposit is Rs.1000/- and multiples Rs.100/-.

• Interest normally paid quarterly, half yearly, or yearly. Monthly payment can be had at

discounted rates.

• Loans are available upto 90% of the deposit, with interest 1% above the deposit rate.

• Minors above the age of 10 can deposit upto Rs.200000/- in their names independently.

• Premature withdrawal permitted with applicable penalty.

• Ideal investment for earning regular quarterly income without disturbing principal, and with

maximum liquidity and safety.

• The deposit will be renewed on due date for the same period.

• TDS is applicable, 15H/15G to be submitted for exemption.

SBT Reinvestment Plan(Special Term Deposits)

• Term Deposit accounts with automatic reinvestment of the accrued interest at quarterly

compounding till maturity of the principal. No interim withdrawal of interest and therefore

investment multiplies.

25


• Loans upto 90%, with interest 1% above the deposit rates.

• Existing term deposit accounts can freely be converted to Special term deposit accounts and

vice versa.

• Minors above the age of 10 can deposit upto Rs.2,00,000/- in their names independently.

• Ideal for maximum returns, long term investment with safety and liquidity.

• Premature withdrawal permitted with applicable penalty.

• TDS is applicable, 15H/15G to be submitted for exemption.

Unit Deposit Scheme

• Amount deposited is held in units of Rs.1000/- each.

• Accounts can be opened with Rs.10,000/- and thereafter in multiples of Rs.1000/-.

• The salient feature of the scheme is that it allows the depositor to withdraw the deposit

partially in multiplies of Rs.1000/- without breaking his entire deposit.

• It can be opened as either Term Deposit or Special Term deposit accounts and interest

payments are as applicable to those schemes.

• Loans, Premature withdrawal and Nomination facilities are available.

Recurring Deposit Accounts

• Recurring deposit for periods ranging from 12 to 120 months with fixed monthly remittances.

• No Income tax deducted at source. Premature withdrawal is permitted.

• Minors above 10 years can open accounts in their name independently subject to the maturity

value not exceeding Rs.2,00,000/-.

26


• Ideal for persons who can set apart a portion of their monthly earnings especially regular

monthly income earners; Traders, pensioners etc. An easy way to save money.


• Penalty is applicable for delayed remittance.

Variable Deposit Scheme (Super Surplus)

• Recurring deposit scheme for a period of 12 months to 120 months, offers flexibility in the

amount of monthly remittance.

• Depositor can fix their core monthly instalment from Rs.100 to Rs.10000/p.m.

• Depositor can vary the monthly instalments and can deposit upto 10 times the agreed core

amount subject to maximum of Rs.100000/ per month.

• One remittance per month. No insistence on regular monthly payment.

• Interest credited to the account half yearly.

• Minors over 10 years can open in their name singly provided the maturity value does not

exceed Rs.2,00,000/-.

• No penalty for delayed remittance but if the number of remittance is less than 10 per year

Rs.10/- will be levied as penalty.

• Ideal for persons whose monthly savings vary from month to month and for those seeking

flexibility in remittances.


Personal Loan Products

SBT we have a number of lending products to meet customers varied needs of funds.

27


Cash Key facility

• The most convenient method of obtaining advance against deposits.

• Unlimited withdrawals permitted in a Current account upto 90% of the deposit amount and

interest accrued.

• Cheque book facility is available.

• Interest charged on these loans will be 1% above the interest rate allowed on the deposit

irrespective of the amount, rate of interest and period.

28


Gold Loans

Conventional

• Loans against Gold ornaments.

• Rs.1250 per gram of gold for all types of jewellery (including hall marked jewellery).

• Amount of Loan - Maximum 10 lacs

• Period of loan - 6/12 months and can be further renewed

• Simple easy documentation.

Liquid gold - SBT Gold overdraft

• Overdraft facility against pledge of Gold ornaments, operated as a running account with

facility of cheque book.

• Rs.1250 per gram of gold for all types of jewellery (including Hall marked jewellery)

• Amount of Loan - Maximum 10 lacs

• Loans are granted for 6/12 months and can be further renewed.

Housing Loan

The purpose of housing loan is for construction, purchase / repair / renovation / alteration of a

house or for purchase of a plot for the construction of a house.

29


Persons Eligible

i. All Resident / Non-Resident Indians with a regular monthly income

ii. Spouses of Non-Residents, who are residents and receiving regular monthly income.

iii. Salaried persons, self employed businessmen, professionals and agriculturists, who have

regular monthly income and who have a minimum of three years of standing / experience in

their line of activity.

iv. The age should be such that the borrower is able to close the account before he attains the

age of 70.

Amount of Loan

i. 60 times of Net monthly income (NMI)/ Average monthly income (AMI) for individuals

upto 45 years of age.

ii. 48 times of Net monthly income (NMI)/ Average monthly income (AMI) for individuals

over 45 years of age

However the repayment obligation is restricted to Maximum 60% of the NMI/AMI.

Maximum amount of the loan is Rs.300 lacs.

Gyan Jyothi Education Loan

The scheme provides financial assistance to deserving meritorious students to pursue higher

education in India and abroad

Purpose

To meet the tuition and other fees \Examination \Library \Laboratory fee, cost of books\

purchase of Computers \equipments \instruments \uniforms and the cost of passage for studies

30


abroad. Caution Deposit, Building Fund, Refundable deposit subject to 10% of the Tuition Fee.

Any other expenses required to complete the course like study, tours, project work, thesis etc.

also be financed.

Sahaya Varsha

A clean demand loan to meet your short term funds/ financial needs for various

purchases/emergent requirements such as marriage, family functions, travel, education,

expensive medical treatment, operation etc.

Suvidha Loan

Loan against mortgage of immovable property. For personal needs such as marriage related

expenses, foreign travel, medical expenses etc.

Prasanthi

All Central Civil, Defense, Railway, Telecom, KSRTC (Kerala State Road Transport

Corporation), KSEB, KWA, Kerala Agricultural University, State and Bank Pensioners whose

pension accounts are maintained at our branches. Pension accounts include those accounts to

which Bank acts as the Pension Disbursing Officer and those accounts to which pension

amounts are received from DPDO.

Computer Loan

For purchase of home computers/PCs and other accessories like Printer/UPS etc.

31


Car Loan

It is provided for both NRI and residential. Salaried and other regular income earners with a

minimum of 2 years standing/ experience in their line of activity can apply. Loan to spouse of

NRIs is based on the monthly income of the NRI.

Two Wheeler Loan

Salaried employees/pensioners, who are maintaining salary/pension accounts with us where

recovery of installment at source is possible.

NRI SERVICES

• Rupee Drawing Arrangements with 22 Exchange Companies and one bank.

• Money Trans - provides faster and speedy remittance facility from 6 exchange

companies

• SMS Alert facility for customers in Gulf Countries

• Centralised NRE Savings Bank Account Opening at NRI Branch Ernakulam

• NRI Helpdesk for resolving problems faced and attending complaints of NRIs

32


CHAPTER IV

33


CHAPTER III

DATA ANALYSIS AND INTERPRETATIONS

Table No. 1

Age group

Age Group No Percentage

18-25 8 16%

25-40 30 60%

40 and above 12 24%

Total 50 100%

Source : Primary data

Interpretation

According to this table 60% of customers who are having SBT Bank account were belonging to

the age group between 25-40. 24% belongs to the age group of 40 and above, 16% of

customers belong to the age group of 18-25. It shows that the most of SBT Bank account users

are from the age group of 25-40.

34


Figure No.1

Age group

18-25 24-40 40 and above0

10

20

30

40

50

60

16

60

24

Age

Perc

enta

ge


35


Table No. 2

Gender of customers

Sex No Percentage

Male 32 64%

Female 18 36%

Total 50 100%

Source: Primary data

Interpretation

The table reveals that about 64% of the customers were males and only 36% of the customers

were females.

36


Fig No. 2

Gender of customers

Male; 64%

Female; 36%


37


Table No. 3

Occupation of the customers

Occupation No Percentage

Students 3 6%

Employees 31 62%

Business 10 20%

Others 6 12%

Total 50 100%

Source: Primary data

Interpretation

It explains that 62% of customers are employees. 20% of customers are doing business. 12% of

customers are belonging to other category and only 6% of the customers belong to the category

of students.

38


Figure No. 3

Occupation of the customers

Students6%

Employees62%

Business20%

Others12%


39


Table No.4

Income group of customers

Income Group No Percentage

Below 10,000 11 22%

10,000-15,000 26 52%

15,000-20,000 9 18%

Above 20,000 4 8%

Total 50 100%


Interpretation

The table shows that 52% of the respondents are of the monthly income group of 10,000-

15,000. 22% of the customers are in the income group of below 10,000. The table also shows

that 18% of the customers from the income group of 15,000-20,000 and only 8% of respondents

belongs to the income group of above 20,000.

40


Figure No. 4

Income group of customers

Below 5000 5000-10000 10000-15000 Above 150000

10

20

30

40

50

60

22

52

18

8

Income group

Perc

enta

ge


41


Table No 5

Type of account

Source: primary

data

Interpretation

The table shows that 48% of people using savings bankA/c, 2% people using current

account,46% of people using fixed account and 4% of people using reccuring deposit

42

Years NoPercentage

Saving bank 24 48%

Current account 1 2%

Fixed account 23 46%

recurring 2 4%

Total 50 100%


Figure No. 5

Type of account

excelent good satisfactory bad05

10152025303540

Bank A/c

Series1

Bank A/c

Bank

A/c


43


Table No 6

Term of 0peration of SBT account

Years NoPercentage

Less than 1 year 10 20%

1-3 years 12 24%

3-5 years 21 42%

Above 5 years 7 14%

Total 50 100%

Source: primary data

interpretation

From the above table, 20% of the respondent is operating SBT account for less than 1 year,

24% have been operating for about one to three years; 42% have operates the account for 3 to 5

years; and 14% have been operating for more than 5 years.

44


Fig No 6

Term of 0peration of SBT account

Less than 1 year1-3 years3-5 yearsAbove 5 years


45


Table No 7

Withdrawal service preferred by the customers

Opinion No Percentage

ATM 36 72%

Bank 12 24%

Online Banking 2 4%

Mobile Banking 0 0%

Total 50 100%


Interpretation

Out of the 50 customers interviewed 72% of the customers preferred to use ATM for cash

withdrawal, 24% preferred direct bank service, 4% preferred online banking service for various

transactions.

46


Table No 7

Withdrawal service preferred by the customers

ATM Bank Online Banking Mobile Banking

72%

24%

4%0%


47


Table No 8

Customer satisfaction with Withdraw cash from SBT ATM


Always 38 76%

Not Always 12 24%

Total 50 100%


Interpretation

76% of the customers who used ATM service for cash withdrawal was able to withdraw cash

from ATM’s without any problem, but 24% responded that they could not able to withdraw

cash from Atm

Figure No 8

48


Customer satisfaction with Withdraw cash from SBT ATM

always not always

Series1 76 24

5

15

25

35

45

55

65

75

Chart Title


49


Table No 9

Customers Opinion about Queue’s in Front of ATM’s


Yes 33 66%

No 17 34%

Total 50 100%


Interpretation

A majority 66% of the customers had the opinion that they had to wait in queue in front of

ATM for cash withdrawal, and 34% have said that they need not wait in queue in front of ATM

for cash withdrawal.

50


Figure No 9

Customers Opinion about Queue’s in Front of ATM’s

Yes No0%

10%

20%

30%

40%

50%

60%

70%

66%

34%

51


Table No 10

Table No 10.1

Customers opinion about Customer relation By bank


Excellent 42 84%

Good 6 12%

Satisfactory 2 4%

Bad 0 0%

Total 50 100%


Interpretation

With the banks customer relation 84% of the customers says the banks is excellent, 12% say

good, 4% say satisfactory, and none said it was bad.

52


Figure No 10.1

Customers opinion about Customer relation By bank

Excellent Good Satisfactory Bad

84%

12%

4%0%


53


Table No 10.2

Customers opinion about deposit schemes of the bank


Excellent 34 68%

Good 11 22%

Satisfactory 5 10%

Bad 0 0%

Total 50 100%


Interpretation

68% of the respondents said, the bank had excellent deposit schemes; 22% said good; 10% had

a satisfactory response; and none had a bad response.

54


Fig no 10.2

Customers opinion about deposit schemes of the bank

Excellent Good Satisfactory Bad0%

10%

20%

30%

40%

50%

60%

70%

68%

22%

10%

0%


55


Table No 10.3

Customers opinion about bank premises


Excellent 32 64%

Good 12 24%

Satisfactory 4 8%

Bad 2 4%

Total 50 100%


Interpretation

About the bank premises, 64% of the respondents gave an excellent response; 24% said it had a

good premises, a satisfactory response was given by 8% of the respondents and notable 4%

responded as bad premises

56


Fig No 10.3

Customers opinion about bank premises


10%

20%

30%

40%

50%

60%

70%64%

24%

8%4%


57


Table No 10.4

Customers opinion about Financial advice By bank


Excellent 28 56%

Good 8 16%

Satisfactory 8 16%

Bad 6 12%

Total 50 100%


Interpretation

The bank gives excellent financial advice since, 56% of the respondents responded so. And

16% say it is good and satisfactory respectively; 12% say it is bad.

58


Fig No 10.5

Customers opinion about Financial advice By bank


10%

20%

30%

40%

50%

60%56%

16% 16%12%


59


Table No 11

Priority


Yes 0 0%

No 50 100%

Total 50 100%


Interpretation

From the table we can understand that in SBT nobody gets more priority

60


Fig No 11

Priority

yes no0

10

20

30

40

50

60

70

80

90

Series1


61


Table No 12

Customers Opinion About the attitude of the employees


Friendly 24 48%

Supportive 13 26%

Aggressive 13 26%

Total 50 100%


Interpretation

48% of the respondents said that attitude of the employees was friendly, 26% said they

were supportive and aggressive respectively

62


Figure No 12

Customers Opinion About the attitude of the employees

Friendly48%

Supportive26%

Aggressive26%


63


Table No 13

Clearance of out station Cheque


Yes 29 58%

No 21 42%

Total 50 100%


Interpretation

42% of customers respond that they are not satisfied with the clearance of out station cheque

but 58% of customers said that they are satisfied with the clearance of outstation cheque

64


Figure No 13

Clearance of outstation Cheque

78%

22%

yes no


65


Table No 14

Which sector bank you prefer


New generation bank 30 60%

Central govt 20 40%

Total 50 100%


Interpretation

60% of people prefer new generation bank, 40% peoples prefer central govt banks

66


Fig No 14

Which sector bank you prefer

new generation bankcentral government


67


Table No 15

Have you been to a new generation bank


yes 40 80%

no 10 20%

Total 50 100%


Interpretation

80% of people said that they went to new generation bank,20% of people said that they didn’t

went to new generation bank

Fig No 15

68


Have you been to a new generation bank

yes78%

no22%


69


Table No 16

Do you have an Account in New Generation Bank?


yes 40 80%

no 10 20%

Total 50 100%


Interpretation

80% of people said that they have an Account in new generation bank,20% of people said that

they didn’t have an Account in new generation bank

70


Fig no 16

Do you have an Account in New Generation Bank?

yes no0

10

20

30

40

50

60

70

80

90

yes; 78

no; 22


71


Table no 17

Rating the service of new generation bank


Excellent 15 30%

good 12 24%

Satisfactory 20 40%

Bad 3 6%

Total 50 100%


Interpretation

30% of customers said that the new generation bank gives excellent service,

24% of customers said that the new generation bank gives good service,

40% of customer said that the new generation bank gives satisfactory service,

3% of customer said that the new generation bank bank gives bad service

Fig no 17

72


Rating the service of new generation bank

excelent good satisfactory bad0

5

10

15

20

25

30

35

40

45

30

24

40

6

Series1


Table No 18

73


Will You Recommend


YES 45 90%

NO 5 10%

Total 50 100%


Interpretation

90% of people recommend their friend and relatives to make anew account.10% people will not

recommend their friends and relatives

74


Fig No 18

Will You Recommend

YES

NO

0

10

20

30

40

50

60

70

80

90


75


Table No 19

Satisfied


YES 39 78%

NO 11 22%

Total 50 100%


Interpretation

39% of customer satisfied with the bank services but 22% of people not satisfied with the bank

services

76


Fig No 19

Satisfied

yesno


77


CHAPTER V

78


chapter v

FINDINGS AND SUGGESTIONS

FINDINGS

According to this table 60% of customers who are having SBT Bank account were

belonging to the age group Between 25-40. 24% belongs to the age group of 40 and

above, 16% of customers belong to the age group of 18-25. It shows that the most of

SBT Bank account users are from the age group of 25-40.

The table reveals that about 64% of the customers were males and only 36% of the

customers were females.

It explains that 62% of customers are employees. 20% of customers are doing business.

12% of customers are belonging to other category and only 6% of the customers belong

to the category of students.

The table shows that 52% of the respondents are of the monthly income group of 10,000-

15,000. 22% of the customers are in the income group of below 10,000. The table also

shows that 18% of the customers from the income group of 15,000-20,000 and only 8%

of respondents belongs to the income group of above 20,000.

The table shows that 48% of people using savings bankA/c, 2% people using current

account,46% of people using fixed account and 4% of people using reccuring deposit

From the above table, 20% of the respondent is operating SBT account for less than 1

year, 24% have been operating for about one to three years; 42% have operates the

account for 3 to 5 years; and 14% have been operating for more than 5 years.

Out of the 50 customers interviewed 72% of the customers preferred to use ATM for cash

withdrawal, 24% preferred direct bank service, 4% preferred online banking service for

various transactions.

79


76% of the customers who used ATM service for cash withdrawal was able to withdraw

cash from ATM’s without any problem, but 24% responded that they could not able to

withdraw cash from Atm

A majority 66% of the customers had the opinion that they had to wait in queue in front

of ATM for cash withdrawal, and 34% have said that they need not wait in queue in front

of ATM for cash withdrawal

About the bank premises, 64% of the respondents gave an excellent response; 24% said it

had a good premises, a satisfactory response was given by 8% of the respondents and

notable 4% responded as bad premises

From the table we can understand that in SBT nobody gets more priority

48% of the respondents said that attitude of the employees was friendly,

26% said they were supportive and aggressive respectively

42% of customers respond that they are not satisfied with the clearance of out station

Cheque but 58% of customers said that they are satisfied with the clearance of outstation

Cheque

60% of people prefer new generation bank, 40% peoples prefer central govt banks

80% of people said that they went to new generation bank,20% of people said that they

didn’t went to new generation bank

80% of people said that they have an Account in new generation bank,20% of people said

that they didn’t have an Account in new generation bank

30% of customers said that the new generation bank gives excellent service,

24% of customers said that the new generation bank gives good service,

40% of customer said that the new generation bank gives satisfactory service,

3% of customer said that the new generation bank bank gives bad service

90% of people recommend their friend and relatives to make anew account.10% people

will not recommend their friends and relatives

80


39% of customer satisfied with the bank services but 22% of people not satisfied with the

bank services

81


SUGGESTIONS

On the basis of the findings of the study, the following suggestions can be put forward for

increasing customer satisfaction and their by increasing the number of customers.

1. The Bank can conduct training and awareness programme for using ATM facilities.

2. A seminar can be conducted for customers for informing them about online banking services

and mobile banking services. So it will be helpful for customers for easy money transfer and

easy transactions.

3. General people should be educated on money saving habits.

4. Conduct seminars on various deposit schemes offered by the bank.

5. The Bank should add more counters and drop in boxes.

6. Various deposite and pay in slips should be maintained without shortage.

7. The Bank can increase the number of ATM counters.

8. The ATM counters should be well maintained so people can withdraw cash at any time.

9. Conducting economic survey is an aid to promote business.

10. More advertisement can be given for promotional activities.

11. Attitude towards the customers is an important part in the business. So management should

take initiative to it.

12. Continuous contact (through phones, mail or person) are preferred by the customers. So it

will strengthen the relationship between customer and the management.

82


Questionnaire

A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT

Kozhencherry Branch

Name:.......................................................

Address:…..

……………………………………………………………………………………………………

……………………………………………………………………………………………………

………

Age: a) 18-25 b) 25-35 c) 35-50 d) Above 50

Sex: M/F

1. Occupation

Students

Professionals

Business

Others

2. What type of account do you have?

Saving Bank account

Current Account

Fixed Account

Recurring Deposit

3. Income group of the customer

Below 10,000

10,000-15,000

83


15,000-20,000

Above- 20000

4. How long have you been operating SBT Bank account?

Less than 1 year

1 to 3 years

3 to 5 years

Above 5 years

5. Which service do you use often?

ATM

Bank

Online Banking

Mobile Banking

6. Are you able to withdraw cash from SBT ATM?

Always

Not Always

7. Do you need to wait in queue to withdraw cash from ATM

Yes

No

8. Do you find it easy to get loan from your bank?

Yes

No

9. How do you rate the following

Sl. No Attribute Excellent Good Satisfactory Bad

1 Customer Relation

2 Deposit Scheme

3 Bank Premises

84


4 Financial advice

10.Did you get any priority

Yes

No

11. How was the attitude of the bank employees towards you?

Friendly

Supportive

Aggressive

12.Are you satisfied with the clearance of outstation Cheques?

Yes

No

13.Which sector bank do you prefer?

New Generation Banks

Central Govt. Banks

14.Have you been to a new generation banks?

Yes

No

15.Do you have an account with a new generation bank?

Yes

No

16.How do you rate the service of a new generation bank

Excellent

Good

Satisfactory

Bad

17.Will you recommend your friend or relative to open an account with SBT?

85


Yes

No

18. Are you satisfied with the banks service

Yes

No

Your suggestions: ……………………………………………………..

…………………………………………………………………………… .

THANK YOU FOR SPENDING YOUR VALUABLE TIME.

86


CONCLUSION

87


BIBLIOGRAPHY

Agarwal Sangeeta, "Marketing Management", Global business Press, 1998, First edition

reprint.

Gupta Santhosh, "Research Methodology and Statistical Techniques", Deep publications,

New Delhi, 1999.

Kotler Philip, "Marketing Management", Prentice Kail of India Private Ltd, New Delhi,

2002, Tenth Edition

Levine. M. David, Krebbiel. C. Timothy, Berenson. L. Mark, "Business Statistics",

Pearson Education, Second Edition.

Malhotra. K. Naresh, "Marketing Research", Pearson Education Asia, 2001, Third

Edition.

Ramesh Kumar. S., "Marketing Nuggets", Vikas Publications House Private Ltd, 1998.

Saxena Rajan, "Marketing Management", Tata Me Graw Hill Publication Company Ltd,

New Delhi, 1997, 8. Tull. S. Donnald and Hawkins. I. Del, "Marketing Research,

measurements and Methods", Prentice - Hail of India Private Ltd, New Delhi, 1998, 6 th

Edition.

Websites :-

www.sbt.com

88

customer satisfaction of sbt

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