Karnataka Bank

Chapter -1

INTRODUCTION

INTRODUCTION

OBJECTIVES OF THE STUDY

METHODOLOGY AND SAMPLING

DESIGN

SCOPE OF THE STUDY

ANALYSIS OF DATA

LIMITATIONS OF THE STUDY

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Chapter-1

INTRODUCTION:

Banking was started in India only from the

beginning of the 19th century. The earliest

commercial banks were started in India by the

employees of the East India Company. These banks

were known as agency Houses. They were mainly

trading with other Activities, such as trading,

speculation etc., most of them failed soon after their

establishment because of their combining banking

with trading and speculation and mismanagement.

After independence government of India set up the

banking companies Act 1949 which was later changed

as India Banking regulation Act. The RBI was

nationalized in 1949, with extensive power for the

supervision of Banking in India as the central banking

authority.

The study is conducted at Karnataka Bank Ltd., It

is one of the major private sector bank established in

1924. the bank for mass banking through its

innovative schemes ranging from small savings and

to social lending to corporate finance and foreign

business.

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Attitudes are evaluative statement. They

response one’s feeling either favorably on

unfavorably to persons, object or/and events. In

other words, attitudes refit how one feels about

something.

According to MUNN, “Attitudes are learned

predispositions towards aspects of our environment.

They are positively or negatively directed towards

certain peoples vice or institutions”.

OBJECTIVES OF THE STUDY:

The important objectives of the study are as

follows:-

1. To study the consumer attitudes towards

Karnataka Bank Ltd.,

2. To study the satisfaction level of Karnataka Bank’s

customers.

3. To get a fair idea about Karnataka Bank Ltd.

4. Top know what factors influence to customers to

open an account in Karnataka bank.

5. to attempt to give suggestions for Karnataka Bank

METHODOLOGY AND SAMPLING DESIGN:

The study is based on both primary and secondary

data.

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1. Primary data:

Primary data is the first-hand data. Primary data

is collected for the first time, solely for a particular

purpose.

Methods of collecting primary data:

a. Questionnaire method

b. Observation method

c. Interview schedule method.

For the preparation of this project report I have

adopted the questionnaire method, observation

method and interview schedule method for collecting

the primary data.

2. Secondary data:-

Secondary data is a second-hand data. The main

sources of secondary data are as follows-

a. Magazines

b. Journals

c. Books

d. Internet etc.,

SCOPE OF THE STUDY:

1. Area study:

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The study is restricts only to Sagar town because of time

constraint and money constraint

2. Institution study:

The consumer’s attitudes and opinion towards

Karnataka Bank Ltd., in Sagar Branch is analyzed in

the study.

ANALYSIS OF DATA

For the preparation of this project report I have

used some statistical techniques. They are as follows.

1. Percentage (%)

2. Tables

3. Graphs

LIMITATIONS OF THE STUDY:-

1. Collection of information towards consumer

attitudes involves mainly getting accurate

information about the consumers which is slightly

difficult task, as respondent may try to hide

certain information and may give ambiguous

answers.

2. Only a limited number of respondents are

interviewed due to time constraint.

3. The short span of time is available to prepare this

report is another limitation.

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4. Survey is conducted through questionnaire. So all

matters are not possible to cover in this

questionnaire

5. The analysis is fully based on the opinion of

consumers.

6. The study is limited to Sagar town only.

7. Fatherly, consumers are scattered over a large

area and interview is conducted only for 30

peoples.

CHAPTER SCHEME:

This project report considered only 5 chapters. They

are as follows.

1. Research design.

2. Concept chapter.

3. Profile chapter.

4. Analysis and interpretation of data

5. Summary of findings, suggestions and conclusion.

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CHAPTER – II

CONCEPT CHAPTER

CONSUMER ATTITUDE

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CHAPTER – II

CONCEPT CHAPTER

* CONSUMER ATTITUDE*

MEANING AND DEFINITION:-

Attitudes are evaluative statement’s they respond

one’s feeling either favorably or unfavorably to persons,

object or/and events. In other words, attitudes reflects

how one feels about something, for example, Professor

Philip Kotler says “I like teaching”, he is expressing his

attitude about his work.

Attitude constitutes an important psychological

attribute of individuals which shape their behavior.

Schermerhorn defines. “Attitude is a predisposition to

respond in a positive or negative way to some one or

something in one’s environment”.

Krech and certified define attitude as “an enduring

organisation of motivational emotional, perceptual and

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cognitive processes with respect to some aspect of the

individual’s world”.

According to MUNN “attitudes are learned

predispositions towards aspects of out environmental.

They be positively or negatively directed towards certain

people, service on institutions”.

An attitude may be defined as “the way a person

feels about something a persons a place, a commodity,

a situation or on idea”.

“Attitude is a set of action with an emotional overtone or

as a condition of readiness to be motivated” –

Newcomb.

According to Milton rok, “Attitude is a learned

predisposition to respond in consistently favorable or

unfavorable manners with respect to a given object”.

“An attitude is a mental state of readiness learned

and organised through experience, exerting a specific

influence on person’s response to people object and

situations with which it is related”.

NATURE OF ATTITUDES:

Attitudes are understood as the beliefs, feelings and

action tendencies of an individual or group of individuals

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towards objects ideas and people. The following are the

main features of attitudes are as follows.

1. Attitudes are learned through experience.

2. Attitude predispose people to behave or respond

in certain ways

3. Attitudes and behavior conform to a principle of

consistence.

4. The unfavorable favorable manner of behaving

reflects the evaluative component of attitudes.

5. Attitudes refer to feelings and beliefs of an

individual or group of people

6. These feelings and beliefs define one’s

predispositions towards given aspects of the

world.

7. Attitudes endure unless something happens.

8. Attitudes are organised and are core to an

individual.

9. All people irrespective of their status or

intelligence hold attitudes

10.Valence i,e it refers to the magnitude or degree of

favourableness or unfavourableness toward the

object or event.

11.Relation to needs i.e attitude vary in relation to

the needs they serve for instance, attitudes of an

individual toward the pictures may serve only

entertainment needs.

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12.One of the reliant characteristic of the attitude

refers to the importance of the attitude object to

the individual.

13.The study of attitudes helps in predicting

complements of attitudes employee behaviour at

work.

14.The study of attitudes is significant as it helps the

people adapt to their work environment.

15.Attitudes respond to persons, objects or event

16.Attitudes undergo changes.

COMPONENTS OF ATTITUDES:-

1. An affective component :-

The feeling, sentiment, moods and emotions about

some ides, person, event or object.

2. A Cognitive element:-

The benefits, opinion, knowledge or information held

by the individual.

3. A behavioral component:-

The predispositions to get on a favourable or

unfavourable evaluation of something.

The ABC Model:-

The 3 components of attitude described above

constitute, what is called the ABC model, the 3 letters

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respectively standing for affect, behaviour and

cognition.

Sources of attitudes:-

Attitudes are not inherited. These are acquired or

learned by the people from the environment in which

they interest. The central idea of running through the

process of attitude formation is that the thoughts,

feelings and tendencies to behave are acquired or

learned gradually. The attitudes are acquired from the

following sources.

1. Direct personal experience:-

One’s direct experience with an object or person

serves as a powerful source for is or her attitude

formation. In other words, attitudes are formed on the

basis of one’s post experience in concerned object or

person.

2. Association:-

A new attitude object may be associated with an old

attitude object and the attitude towards the latter may

be transferred towards the former.

3.Social learning:-

The process of deriving attitudes form family peer

groups religious organisation and culture is called social

learning. In social learning an individual acquires

attitudes from his or her environment in an indirect

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manner. Social learning starts from early age when

children derive certain attitudes from their parents.

Learning attitudes from observation involves the

following processes.

a) Attention :- It must be focused on model.

b) Retention :- what was observed from the

model must be retained.

c) Reproduction :- Behaviour must be practiced

again and again.

d) Motivation :- The learner must be motivated

to learn from the mode.

Types of attitudes:-

Through on individual can have numerous attitudes.

The following types of attitudes are related to

organisation behaviour. They are as follows.

1. Job satisfaction:-

The term job satisfaction refers to an individuals

pleasurable or positive emotional state toward his or her

job. Job satisfaction is related with five specific

dimensions of the job: pay the work itself, promotion

opportunities, supervision and co-workers. When people

speak of employee attitude, more often than not they

mean job satisfaction.

2. Job Involvement:-

It is the degree to which employees immerse

themselves in their jobs, invest time and energy in

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them, and consider work as a central part of their

overall lives.

3. Organisational commitment:-

Organisational commitment is an attitude about

employee’s loyalty to their organisation. It is a process

through which employees identify with the organisation

and want to maintain membership in the organisation.

Functions of attitudes:-

People hold attitudes because they serve important

functions. In general attitude.

1. Adjustment function:-

Attitudes often help people adjust to their

environment when employees are well treated, they are

likely to develop a positive attitude towards

management and the organisation when employees are

berated and paid poorly, and they are likely to develop a

negative attitude towards the firm and its owners. The

attitudes helps employees adjust to their environment

and are a basis for future behaviour.

2. Ego defense function:

People often form and maintain certain attitudes

to protects their own self-images for eg:- workers may

feel threatened by the employment or advancement of

minority or female workers in their organisation. These

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threatened workers may develop prejudices against the

new workers.

3.Expressive function:-

This function contains 3 main aspects.

a) It helps express the individual’s central values

and self identity.

b) The expressive function also helps individuals

define their self-concept, and facilitates the

adoption of sub-culture values considered

important.

c) The expressive function helps individuals adopt

and internalize the values of a group. They have

recently joined and as a consequence, they are

better to relate to the group.

4. Knowledge function:-

People need maintain a stable organised and

meaningful structure of their world in order to prevent.

The knowledge function of attitudes is observed more in

consumer behaviour.

Chart showing function of attitude

Adjustment Ego defensive

Knowledge Value expression

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Attitude

Factors affecting attitude:-

What type of attitudes one will ultimately develop is

dependent on the following factors.

1. Psychological factors:-

The psychological make-up of a person i

made up of his perceptions, ideas beliefs,

values, information etc., It has a crucial role in

determining a person’s attitudes.

2. family factors:-

During childhood a person spends a major

part of his time in the family. Thus he learns

from the family members who provide him with

ready-made attitudes on a variety of issues such

as education, work, wealth, religion, politics,

economics etc.,

3. Peer groups:-

As people approach their adulthood is

increasing refer on their peer groups for

approval seeking behaviour

4. Reference group:-

A reference group is any interacting

aggregation of people that influence an

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individual’s attitudes of behaviour. This group

may include family or other types of groupings,

either primary or secondary group.

5. Neighborhood:-

The neighborhood we live in has a certain

influence in terms of its having cultural facilities

and religious groupings. The neighbors-adults or

children tolerate, condone or deny certain

attitudes and behaviour.

6. Role in models in one’s life:-

Some of the attitudes are developed through

imitation of models. The process is something

like this. In a particular situation. We see how

another person behaves.

7. Social factors:-

The social (factors) classes have important

influence on individual’s attitudes. They have

the important task of transmitting cultural

behaviour patterns to specific groups and

families.

8. Institutional factors:-

Many institutional factors function as sources

and support of our attitudes and beliefs.

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For example:- consider the description of a

certain temple “Arathi” when the people come

into temple, they bow down to pray, sit with

heads bowed. The entire process is devoted to

ritual.

9. Economic factors:-

A person’s attitude towards many issues such

as pleasure, work, marriage and wife as working

comment etc., is influenced by economic factors.

10. Political factors:-

Politics plays a crucial role in the

administration of a country. Therefore political

factors such as ideologies of the political parties,

political stability and the behaviour of the

political leaders greatly effect the attitudes of

the people.

11. Mass Communication:-

All varieties of mass communication

television, radio, newspapers and magazines

feed their audiences with large quantities of

information.

Change of attitude:-

Attitudes affect behaviour. Hence it is in the

interest of the organisation to try for the

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favourble change in the attitudes. The following

are some important ways that can be used for

changing attitudes.

1. Filling in the information gap :-

Unfavorable attitudes are mainly formed

owing to information gap or headquarter supply

of information. Then providing information to fill

in the gaps can change attitudes.

2. Use of fear:-

Researches report that attitudes can also be

changed by giving fear. However, both law and

high degree of fear arousal do not cause attitude

change. The reason is while the former is often

ignored the latter makes the people stubborn in

their held attitudes.

3. Resolving discrepancies

Resolving discrepancies between attitude and

behaviour, if any is yet another way to change

attitudes.

4. Impact of peers:-

Persuasion by peers with high credibility can

also cause change in attitude. The same is not

true with peers having law level of credibility.

5. The coopting approach:-

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Cooping is also yet another way to change

attitudes. In co opting approach, the people who

are dissatisfied with a certain situation are taken

to make them involved in improving thing.

MEASUREMENT OF ATTITUDES:-

Changes in attitudes make behaviour

unpredictable. But the managers need to know

the dimension of attitude so as to anticipate

employee’s behaviour at work. One way to

know the attitudinal dimension is attitude

measurement.

Measurement in its broadest sense is the

assignment of numerates, to object or events

according to rules. There are many methods of

attitude measurement. All methods are clarified

into four types.

a. Self-report

b. Indirect tests

c. Direct observation technique.

d. Psychological reaction techniques.

There are 3 types of attitude scaling commonly used

in attitude measurement of employees in the

organisations. There are

1.Equal appearing interval scales C.L.L ( Turnstone

Scale):-

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Perhaps the most widely used procedure of attitude

measurement is L.L Thurstone’s technique of equal

appearing internal scales. It is simple in application as it

requires only one judgment for each item or statement.

2. Summated Rating Scale:- (Rensis Likert Scale)

This scale is experimented by likert for measuring

attitudes. The scale have 5 points viz.

Always

Often

Sometimes

Seldom

Never

The statement is presented to the respondent who

checks one of the five points assigned to each

statement. These points indicate the degree of

agreement or disagreement.

Sumantic Differntial(C.E. as good et al Scale)

Sumantic differential refers to the successive allocation

made of a concept to a score in a given

multidimensional space by selection from a set of given

scaled sumantic alternatives.

Apart from these the other scales developed for attitude

measurement include

The Guttman technique

The error choice method

Sentence completion method.

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Reference

1. K. Ashwatappa

Organizational Behavior

VII Revised Edition

Himalaya Publishing House

Page No. 181-187

2. N.K. Sahni Meenu Gupta

Consumer Behavior

Kalyani Publishers

Page No. 131-141

3. Organizational Behavior

P. Subba Rao


Page no.81-90

4. Organizational Behavior

S.S. Kanka

S. Chand

Page No. 72-75.

Chapter –III

Profile Chapter

Area Study

Institution Study

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Chapter –III

Profile Chapter

Area Study

Location :

Sagar is a town located in the district of Sagar of the

Indian State of Karnataka. Located within the Western

Ghats range. It is known for its proximity to Jogfalls and

to the historical places of Ikkeri and Keladi , Vardamoola

, the origin of the river varada, is also near sagar.

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According to the census of 2001 the population in Sagar

is 50,115. The density of Population is 7,160/Km2

(18.544/sqmi) The Timezone is IST (UTC+5.30) The area

is 7Km2 (3sqmi)

Distances

From Sagar to Honnavar 90 Km (56 mi) South East

From Sagar to Sagar 76 km (46 mi) North West

From Sagar to Bangalore 360 kms (224 mi) North

west

Codes :

Pin codes – 577 401

Telephone - +08183

Vehicle – KA.15

Etymology

Sagara derives its name from Sadashiva Sagar, which

is a lake. Sadashiva Nayaka, ruler of keladi dynasty

built a lake in between Keladi and Ikkeri. The lake

Sadashiva Sagar is a now called “ Ganapathi Kere”. it

is a sub divisional head quarters headed by sub

divisional head quarters currently the post is held by

Dr. Praveen Kumar G.L. an IPS Officer of 2006 batch.

Geography:

Sagar is located at 140101N75002E/14.170 N75.030E (I)

It has an average elevation of 580 meters (1902 ft).

Sagara is surrounded by beautiful water bodies and

mesmerizing forest regions. The Varada River serves

the people in this region with the lush springs. A dam

is constructed on it, provides the basic water

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requirements of the town. Apart from this there are a

lot of historical places surrounding the town.

Surrounded by the Western Ghats, Sagara attracts

nature lovers.

Economy :

The economy of Sagara is mainly driven by Areca nut

or Beetle nut and rice (paddy). Spice and forest

products trading as well as agriculture products.

Along with beetelnut, spices like pepper, clove,

cinnamon, Nutmeg and cocoa are also grown service

economy at Sagara Town is highly dependent on

variation in the pricing of these agriculture products.

Villages near to Sagara also grow vegetables, green

pepper, red pepper and mangoes. These are usually

used for the consumption locally and some of them

are transported to Bangalore.

Transport:

Bus Service is provided by private bus operators and

KSRTC runs buses that connect Sagara to other

places in Karnataka. A Sagar-Talaguppa railway line

existed this line is currently being converted into

broad guage and construction is going on. When this

construction work is completed Sasgar Would become

a vital place in terms of railway connection due to its

proximity to the Konkan Railways and other important

railway routes in the Southwestern part of the

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country. The Sagara train station is known as Sagara

Jambagaru.

Demographics

As of 2001 census Sagar had a population of 50,115

males constitutes 50% of the population and females

50%, Sagara has average literacy of 79% higher than

the national average of 59.5% male literacy is 82%

and female literacy is 75% in Sagara 11% of the

population is under 6 years of age.

Religion

The majority are Hindus with sizeable Christian and

Muslim populations as well. The town also has

mosques , Jain basadis, and churches. A Muslim

religious place, the Shreedhara Matta is also situated

near Sagara and the head chief is Salauddin Thuglak.

Culture

Ninasam the famous cultural organization is located

at Heggodu. Which is about 10Km from the town. It is

a stage for all those aspirants who are eager to learn

stage activities like dancing, drama, acting, direction,

music etc., The Ganapathi Temple , Laksmi

Venkatesha Temple , Rakteshwari Temple, Anjaneya

Temple and Shree Ram Temple are all located in this

place.

Education :

St. Joseph’s Higher Primary school and Pragathi Bal

Bhavan, Seva Sagra are the local schools for primary

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and higher primary education. Then there are the

Nirmala Girls Highschool., MGN Pai and highly

esteemed H. Shivalingappa High School (RVV High

School). The Government Pre-university College is in

the heart of the town. Smt. Indira Gandhi Government

first Grade Womens College. The L.B. College and the

Sagara Gangothri are the degree colleges in Sagar.

L.B. College in Sagara. There are also BSc nursing,

B.Ed and D.Ed colleges here. There is also Diploma

college in Sagar for Arabic education here there is a

golden opportunity.

Rare Disorders

Handigodu Joint Disease (HID)

Kyasannur Forest Disease

Tourism

Sagara is surrounded by places of historical importance

and natural beauty including the Marikamba Temple and

the Mahaganapathi Temple with in the town. Some of

important tourism places near to Sagar are as follows –

Ikkeri Keladi, Kalasi, Vardapura, Honnemaradu ,

Holebagilu, Sigandooru , Jogfalls etc.,

Institution Study :

Institution Profile :

The Karnataka Bank was incorporated on 18-12-1929 at

Mangalore. The bank was promoted in 1924 by Late Shri

B.R. Vyasarayachar and other leading members of the

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South Karnatakas region. The company is engaged in

banking business in 1958 the bank was included in the

second schedule with effect form 11th January and

upgraded from ‘D’ Class to ‘C’ Class. In 1963 Rs. 5 %

share was called-up on the 25,000 shares issued in

1952. The bank took over the assets and liabilities of the

Chitradurga Bank Ltd., in 1964. In 1966 the Bank took

over the assets and Liabilities of the bank of Karnataka

Ltd., Hubli and consequently opened 14 new branches.

In 1985 1,50,000 rights shares issued at par. The

company opened a merchant banking division during

the year.

Karnataka Bank , Mangalore based private sector bank,

has initiated a strategic technology tie-up with the

Infosys Technology Limited. In 2002 it launched Multi-

branch Banking System in 5 cities and launches a relief

package after a continuous downslide in the prices of

different agricultural commodities. Donates 3 computers

to Kannada Sahitya parishads president Mr. Hari Krishna

Punaroor, Mr A. Krishna Kumar Kodgi , ceases to be the

director on the Board of the bank. In the year 2000 , The

Board approves for the issue of bonus shares in the

ration of 1 equity share for every 1 Share conduct a 2

day seminar for the banks inspecting officials and

revises the term deposit rates.

5% on domestic term deposits for a period of 7-14

days (Deposits of Rs. 15,00,000)

5% for 15 to 45days

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6% for 46 to 90 days

6.5% for 91 to 179 days

7% for 180 days to less than one year etc.,

In 2003 it reduces its prime lending rates by 0.50%

and now the PLR will be 12% of one share for every

tow shares of post bonus share capital at a

premium of Rs. 15 per share at Rs.10 face value.

Public Relations society of India

Confers ‘ The PR persons of the year 2002 award on

the chairman and CEO of the Bank. Mr.

Ananthakrishna – Introduces a new ‘resident foreign

currency account’ in the wake of RBIs permission to

maintain foreign currency accounts Announces 1%

interest rebate for prompt repayment of loans taken

by farmers.

Change in the registered office to P.B. NO.599,

Mahaveera Circle, Kankanady , Mangalore-575 002.

In 2003 The Karnatakas Bank eners into MOU with

Bajaj Allianz.

In 2004 the Karnataskas Bank deploys financial

solution in Mangalore branch. Banks forms adhoc

committee for undertaking procedures and

performance audit on public service rendered to its

customers and its launched gold card scheme for

exporters.

Karnataka Bank ties up with India switch company

and Karnataka Banks sets up 16th Branch in Mumbai.

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In 2005, Karnataka Bank opens branch in Delhi and

launches money quick under real time gross

settlement (RTGS) system it sets up 46th ATM at

Udupi and it inks agreement with National financial

switch for ATM connectivity and launches ‘ no frills’

accounts in 2006.The Karnataka Bank sets up 396th

branch at vazira naka and it has entered into an

agreement with the Indian Railway catering and

Tourism corporation Ltd.

Karnataska Bank Ltd has informed that the Board of

directors of the bank at its meeting held January 02,

2007 has appointed Shr T.S. Vishwanath, Senior

Partner , Vishwanath Singh and associates,

Chartered accountants, New Delhi as additional

director of the Bank Under section 260 of the

companies Act 1956.

Chapter –IV

Analysis and Interpretation of

Data

- 30 -

Analysis and Interpretation of Data

This Chapter is purely based on primary data. It

deals with analysis of the survey.

Introduction

- 31 -

The survey technique is an important method to

know the attitudes towards the customers about

Karnataka Bank.

In the preparation of this various consumers who are

having the accounts in Karnataka Bank will

interviewed and to get relevant opinion towards the

Bank. Consumers survey has conducted by personal

interview with structured Questionnaire 30

consumers are interviewed with the help of

structured questionnaire.

1. Table 4.1 shows Gender Category of Customers

The survey is conducted both male and female

customers

Sl

No.

Gender

Category

No.of

Respondents

Percentage

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1 Male 21 70%

2 Female 09 30%

Total 30 100

Source : Field Survey

Interpretation :

It can be understand from the above table out of 30

1. 70% were male customers

2. 30% were female customers

Inference :

Majority of consumers in bank are male

Graph 4.1 showing gender Category of

Customers

- 33 -

Percentage

0

10

20

30

40

50

60

70

80

Male Female

Percentage

2. Table 4.2 shows Educational Qualification of

Customers

Customers who have been approached in the survey are from the different

educational level.

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Sl

No.

Qualification No.of

Respondents

Percentage

1 Matriculation 05 16℅

2 PUC 02 07℅

3 Graduation 19 64℅

4 :Post Graduation 04 13℅

Total 30 100


Interpretation :

The above table shows educational qualification of the

customers out of 30

16% are completed matriculation

07% are completed PUC.

64% are completed Graduation

13% are completed Post Graduation

Inference :

Majority of consumers of that bank completed

graduation

Graph 4.2 showing educational qualification

- 35 -

Percentage

0

10

20

30

40

50

60

70

Mat

riculat

ion

PUC

Gradu

ation

:Post

Gradu

ation

Percentage

3. Table 4.3 shows age group of customers

Sl Age group No.of Percentage

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No. Respondents

1 15-20 years 03 10%

2 20-30 years 11 36%

3 30-40 years 04 14%

4 :40 and above 12 40%

Total 30 100


Interpretation :

From the above table it is understood that out of 30

customers

10% are belonging to 15-20 years

36%are belonging to 20-30 years

14%are belonging to 20-30 years

40%are belonging to 40 and above

Inference :

Majority of consumers are 40 above years age old.

Graph 4.3 Showing age group of customers

- 37 -

Percentage

0

5

10

15

20

25

30

35

40

45

15-20 years 20-30 years 30-40 years :40 andabove

Percentage

4. Table 4.4 showing occupation of customers

Sl Occupation No.of Percentage

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No. Respondents

1 Student 03 10%

2 Employee 04 13%

3 Business 15 50%

4 Profession 03 10%

5 House Wife 05 17%

6 Any other -- -

Total 30 100


Interpretation :

From the above table it is clear that out of 30 customers

10% are customers are students

13% customers are employees

50% customers are businessmen

10% customers are profession

17% customers are house wife

Inference :

Majority of consumers of the Karnataka Bank is are

business men.

Graph 4.4 showing occupation of the customers

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Percentage

Student

Employee

Business

Profession

House Wife

Any other

5. Table 4.5 showing the classification of customers according to their

income level

Sl Income Group No.of Percentage

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No. Respondents

1 No income 03 10℅

2 Below Rs.10000 07 23%

3 Rs. 10000 -15000 07 23%

4 15000 -20000 04 14%

5 Above Rs.20000 09 30%

Total 30 100


Interpretation :

The above and table shows that the income level of the

customers out of 30 customers

10% customers have no income

23% customers earn below Rs10000 income per

month

23% customers earn Rs. 10000 -15000 income per

month

14% customers earn Rs.15000 -20000 income per

month

30% customers earn above Rs.20000 income per

month

Inference :

Majority of the Karnataka Bank consumers earns

above 20000 per month

Graph 4.5 showing the income level of

customers

- 41 -

Percentage

0

5

10

15

20

25

30

35

No inco

me

Below R

s.10

000

Rs. 10

000

-150

00

1500

0 -2

0000

Above

Rs.2

0000

Percentage

6. Table 4.6 showing the classification of customers according to their

caste category

Sl Caste/Category No.of Percentage

- 42 -

No. Respondents

1 General 23 77%

2 SC/ST 02 07%

3 OBC 05 16%

Total 30 100


Interpretation :

The above and table shows that the caste category of

the customers out of 30 customers

77% customers are from general merit

07% customers are from SC/ST

16% customers are from OBC

Inference :

Majority of the Karnataka Bank consumers are

General Merit.

Graph 4.6 showing the caste category of the

customers

- 43 -

Percentage

General

SC/ST

OBC

7. Table 4.7 showing the different types of bank

accounts of the customers

Sl

No. Types of Bank

No.of

Respondents

Percentage

- 44 -

Account

1 Savings Account 14 47℅

2 Current Account 12 40℅

3 Fixed Deposit 04 13℅

Terms Deposit -- -

Total 30 100


Interpretation :

The above and table shows that the nature of bank

accounts out of 30 customers

47℅ customers have Savings Account

40℅ Customers have Current Account

13℅ Customers have Fixed Deposit

No one have Terms deposit in Karnataka Bank

Inference :

Majority of the customers have Saving Account in

Karnataka Bank

Graph 4.7 shows that the nature of bank

account

- 45 -

Percentage

0

5

10

15

20

25

30

35

40

45

50

Types ofBank

Account

SavingsAccount

CurrentAccount

FixedDeposit

TermsDeposit

Percentage

8. Table 4.8 showing sources of information about Karnataka Bank

Sl

No. Sources

No.of

Respondents

Percentage

- 46 -

1 Paper 02 07%

2 Television -- --

3 Friends 07 23%

4 Personally 18 60%

5 Relatives 03 10%

Total 30 100


Interpretation :

It can be understood that from the above table out of

30 customers

07℅ customers got information form papers

23% customers got information from their friends

60% customers are known the bank personally

10% customers got information from their relatives

Inference :

Majority of the customers are personally known that

bank.

Graph 4.8 shows that sources of information

about Karnataka Bank Ltd.,

- 47 -

Percentage

Sources

Paper

Television

Friends

Personally

Relatives

9. Table 4.9 showing General opinion of the customers towards the

rate of interest on their deposits

Sl

No. Opinion

No.of

Respondents

Percentage

1 Attractive 05 17%

- 48 -

2 Satisfactory 18 60%

3 Not Satisfactory 07 23%

Total 30 100


Interpretation :

It can be understood that from the above table out of

30 customers

17% customers opinion is attractive towards rate

of interests on their deposits

60% customers opinion is satisfactory about the

rate of interest on their deposits

23% Customers opinion is not satisfactory about

the rate of interest on their deposits.

Inference :

Majority of the customers opinion is satisfactory

about the rate of interest on their deposit

10. Table 4.10 showing General opinion of the customers towards

the procedure follow by the bank in opening of an account

Sl

No. Opinion

No.of

Customers

Percentage

1 Simple 23 77%

- 49 -

2 Not so difficult 05 17%

3 Difficult 02 06%

Total 30 100


Interpretation :

The above table shows that general opinions of the

customers towards the procedure followed by the bank

in opening of an account out of 30 customers

77% customers feel like a simple procedure

17% customers feel like a not so different

procedure

06% customers feel like a difficult procedure .

Inference :

Majority of the customers feel the simple procedure

followed by the bank while the opening of an account

Graph 4.10 shows procedure followed by the

bank while the opening of an account

- 50 -

Percentage

0

10

20

30

40

50

60

70

80

90

Opinion Simple Not so difficult Difficult

Percentage

11. Table 4.11 showing consumer opinion about safety of their

deposits in Karnataka Bank Ltd.,

Sl

No. Opinion

No.of

Customers

Percentage

- 51 -

1 Yes 30 100%

2 No -- --

Total 30 100


Interpretation :

The above table shows that customers opinion

about safety of their deposits in Karnataka Bank

Ltd., Customers are 100% believed the Karnataka

Bank

Inference :

Good opinion about safety of the Customers deposits

in Karnataka Bank.

12. Table 4.12 showing the periods of transactions made by the

customers

Sl

No. Periods

No.of

Customers

Percentage

- 52 -

1 Daily 05 17%

2 Frequently 13 43%

3 Occasionally 12 40%

Total 30 100


Interpretation :

The above table shows that periods of transactions

made by the customers out of 30 customers

17% customers are transacted daily

43% customers are transacted frequently

40% customers transacted occasionally

Inference :

Majority of the customers transacted occasionally

Graph 4.12 Show the period of transactions

made by the customers

- 53 -

Percentage

0

5

10

15

20

25

30

35

40

45

50

Periods Daily Frequently Occasionally

Percentage

13. Table 4.13 Shows that the how many years becoming a customer of

the Karnataka Bank

Sl

No. Years

No.of

Customers

Percentage

1 1-5 years 10 33%

- 54 -

2 3-5 years 06 20%

3 6-8 years 01 04%

4 Above 9 years 13 43%

Total 30 100


Interpretation :

The above table shows that how many years becoming

a customer of the Karnataka bank out of 30 customers

33% customers are having the account in

Karnataka Bank from past 1-2 years

20% customers having the account in Karnataka

Bank from past 3-5 years

04% customer having the account from past 6-8

years

43% customers having the account from past

above 9 years

Inference :

Majority of the customers having the account in

Karnataka Bank from past above 9 years.

14. Table 4.14 Shows that type of transactions made by the customers

Sl

No.

Type of

Transactions

No.of

Customers

Percentage

1 Deposit (Savings) 18 60%

- 55 -

2 Loans and

Advances

04 13%

3 Locker Facilities -- --

4 If others 08 27%

Total 30 100


Interpretation :

The above table shows that the type of transactions

made by the customers out of 30 customers

60% customers made the savings

13% customers take the loans and advances

27% customer made the other transactions relating

to bank

No one enjoy the locker facilities

Inference :

Majority of the customers made the deposits in

Karnataka Bank

Graph 4.12 Shows that type of transactions

made by the customers

- 56 -

Percentage

0

10

20

30

40

50

60

70

Deposit(Savings)

Loans andAdvances

LockerFacilities

If others

Percentage

15. Table 4.15 Showing the customers attitude

towards preference of ATM Service

Sl

No.

Opinion No.of

Customers

Percentage

1 Yes 22 74%

2 No 08 26%

- 57 -

Total 30 100


Interpretation :

The above table shows that that customers attitude

towards preference of ATM service out of 30 customers

74% customers prefer ATM service

26% Customers are not interested in ATM facility

Inference :

Majority of the customer prefer ATM Service

Graph 4.15 Showing the customers attitude

towards preference of ATM Service

- 58 -

0

10

20

30

40

50

60

70

80

Yes No

Percentage

Percentage

16. Table 4.16 Showing the reason for prefer

Karnataka Bank

Sl

No.

Reasons No.of

Customers

Percentage

1 Recognition 03 10%

2 Reputation 01 03%

- 59 -

3. Working Hours 04 13%

4 Safety 10 34%

5 Computerization -- --

6 Special Care 01 03%

7 Service and

facilities

07 24%

8 Others 04 13%

Total 30 100


Interpretation :

I have conclude that out 30 customers

10% customers prefer that Bank for recognition

03% customers prefer the Bank for reputation

13% customer prefer the bank of Working hours

34% customers prefer for safety

03% Customers prefer the bank for special care

24% customers prefer the bank for services and

facilities offer the bank

13% customer prefer the bank for other reason

Inference :

Majority of the customer prefer Karnataka Bank for

safety

- 60 -

Percentage

0

5

10

15

20

25

30

35

40

Recognit

ion

Reputa

tion

Worki

ng H

ours

Safety

Computer

izatio

n

Specia

l Car

e

Servic

e an

d fac

ilities

Other

s

Percentage

17. Table 4.17 Shows the behaviour of Bank Staff

Sl Behaviour No.of Percentage

- 61 -

No. Customers

1 Excellent 09 30%

2 Satisfactory 18 60%

3. Not Satisfactory 03 10%

Total 30 100


Interpretation :

The above table shows the behavior of bank staff out of

30 customers

30% customers have the opinion about the

behavior of the bank staff is excellent


behaviour of the bank staff is satisfactory


behaviour of the bank staff is not satisfactory

Inference :

Majority of customers have the satisfactory opinion

about the bank staff behaviour

Graph. Table 4.17 Shows the behaviour of Bank

Staff

- 62 -

Percentage

0

10

20

30

40

50

60

70

Excellent Satisfactory NotSatisfactory

Percentage

17. Table 4.18 Showing the opinion of the customers towards the services

provided by the Karnataka Bank Ltd.,

Sl Opinion No.of Percentage

- 63 -

No.

Customers

1 Excellent 04 13%

2 Good 18 57%

3. Satisfactory 06 20%

4 Not Satisfactory 03 10%

Total 30 100


Interpretation :

It can be understood that the above table shows the

opinion of the customers towards the services provided

by the Karnataka Bank Ltd. Out of 30 customers

13% customers have opinion of excellent

57% customers have the opinion of Good

20% customers have the opinion of Satisfactory

10% customers have the opinion of Not satisfactory

about the services provided by the Karnataka

Bank Ltd.,

Inference :

Majority of customers have the good opinion about

the Karnataka Bank Ltd.

Chapter – V

Summary of Findings, Suggestions and

Conclusions

- 64 -

Major Findings

Suggestions

Conclusions

Appendices

Questionnaire

Bibliography

Summary of Findings, Suggestions and

Conclusions

- 65 -

My survey about “ Consumers attitude towards

Karnataka Bank Ltd., In Sagar Branch” reveals so

many things pertaining to the concept. Those survey

finding are as follows.

In Karnataka Bank Ltd., Majority of customers

are male out of 30 customers 01 customers are

made remaining 09 customers are female.

Education Level of Karnataka Bank customers is

very high nearly 65% of customers complete

graduation

Income level of customers is more i.e. the

majority of the customers monthly income is

above Rs. 20000

In Karnataka Bank Ltd., the majority of the

customers have S.B. account nearly 80% of

customers

The Karnataka Bank Ltd., give satisfactory

interest on customers deposit

In Karnataka bank Ltd., the procedure of opening

of an account is simple

In Karnataka Bank Ltd., the 44% of the

customers made transactions frequently

74% of the customers prefer Karnataka Bank

ATM Service in Sagar

Out of 30 customers 10 customer prefer

Karnataka Bank for safety only

The Karnataka Bank Ltd., Staff behavior is

satisfactory

- 66 -

In Karnataka Bank customers majority of the

customers occupation is business

The Karnataka Bank provide good service for

their customers out 30 customers 17 customers

opinion toward bank is good.

SUGGESTIONS:

The important suggestions are given below

To provide ATM facility in Sagar Town

To provide more offers to attract the

customers

To provide quality of service to their

customers

Latest changes and modification should be

made to understand the customers mentality

To adopt new technologies to attract more

customers and satisfies customer needs.

Conclusions:

Conclusion is the last stage of this project report.

The project is entitled “Consumers attitude

towards Karnataka Bank in Sagar Branch

Through survey we can understood that

Karnataka Bank Ltd., is one of the important

private sector bank in Sagar It provides good

services to their customers. The bank give

satisfactory rate of interest on consumes

deposits. Now the days the Karnataka Bank Ltd.,

give the facility to open an account in 0 (Zero)

- 67 -

balance to the customers. Thus the Karnataka

Bank Ltd., plays a vital role in banking sector.

Overall study reveals that the Karnataka Bank

Ltd., is a good bank in Sagar Town. This bank

satisfies the customers needs and provide

quality of service on the basis of survey I can

conclude that the Karnataka Bank Ltd., give

safety to their customer deposits.

In recent days the banking sector growing very

fastly. The Karnataka Bank also improves from

day to day. Thus the Karnataka Bank Ltd., is one

the leading Bank in Sagar Town

Consumer Questionnaire

- 68 -

Dear Respondents

I am a student of final year BBM in

SAGAR GANGOTRI ARTS & COMMERCE COLLEGE,

SAGAR. I am doing a consumer survey for knowing the

behaviors of consumers towards “Karnataka Bank Ltd.,

Sagar” I would be grateful if you spend some of your

time in filling up this questionnaire. Your response will

be kept strictly confidential and it would help me a lot of

to my project work

Yours faithfully,

(Mr. ARUNA N)

1. Name :

2. Address

3. Sex : Male Female

4. Age : 15-20 years 20-30years

30-40 years 40& above

5. Qualification : Matriculation

PUC

Graduation

Post Graduation

- 69 -

6. Occupation Business Employee

Profession Student

Other 7. Annual Income

No Income

Below Rs. 10000

10000-15000

15000-2000000

Above 200000 8. Category

General

SC/ST

OBC 9. Do you have any account with Karnataka Bank

Yes

No 10.If you which type of loan

S/B Account

Current Account

Fixed Deposit

Terms Deposit

- 70 -

11. How did you come to know about the loan

Paper Television

Friends Personally

Relatives 12. Do you think Banks are safer than finance company

Yes No 13 . Interest payable on your deposit by bank is

Attractive

Satisfactory

Not Satisfactory 14. Procedure followed by the bank in sanctioning of

loan

Simple Difficult Not so Difficult 15. How do you transact

Daily Frequently

Occasionally 16 How long you have been an account in that bank

1-2 year 3-5 years 6-8 years

Above 9 years 17 What type of transaction do you have

Deposit

Loans and Advances (Savings)

Locker and Facilities

If others 18. Would you prefer the facility of ATM at your bank

Yes

- 71 -

No 19. Why did you prefer that bank

Recognition

Reputation

Working Hours

Computerization and Facility offered

Others 20. Behavior of Bank staff is

Excellent

Satisfactory Not Satisfactory

21. What is your opinion about the service provided by

the

Bank

Excellent Good

Satisfactory Not Satisfactory 22 Do you have any problem relating to the bank

service?

23. Any suggestions

(Please your suggestions guidelines relating to bank)

Thank you

Date Signature

Place

Bibliography

- 72 -

1. Books Reference

K. Aswhathappa


VII revised Edition


2. S.S. Krishna


S.Chand

3. P. Subbarao

Organizational Behaviors


N.K. Sahni Meenu Gupta

Consumer Behavior

Kalyani Publishers

4. Internet

www. Google .com

www. Karnataka.org

www. Wikipedia. Org.

- 73 -

Karnataka Bank

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