CHAPTER 1

INDUSTRY PROFILE

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1.1INTRODUCTION TO INDIAN BANKING SYSTEM

HISTORY OF BANKING IN INDIAWithout a sound and effective banking system in India it cannot have a healthy economy.

The banking system of India should not only be hassle free but it should be able to meet

new challenges posed by the technology and any other external and internal factors.

For the past three decades India's banking system has several outstanding achievements

to its credit. The most striking is its extensive reach. It is no longer confined to only

metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even

to the remote corners of the country. This is one of the main reasons of India's growth

process. The government's regular policy for Indian bank since 1969 has paid rich

dividends with the nationalization of 14 major private banks of India. Long time ago; an

account holder had to wait for hours at the bank counters for getting a draft or for

withdrawing his own money. Today, he has a choice. Gone are days when the most

efficient bank transferred money from one branch to other in two days. Now it is simple

as instant messaging or dials a pizza. Money has become the order of the day.

The first bank in India, though conservative, was established in 1786. From 1786 till

today, the journey of Indian Banking System can be segregated into three distinct phases.

They are as mentioned below:

Early phase from 1786 to 1969 of Indian Banks

Nationalization of Indian Banks and up to 1991 prior to Indian banking sector

Reforms.

New phase of Indian Banking System with the advent of Indian Financial &

Banking Sector Reforms after 1991.

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PHASE IThe General Bank of India was set up in the year 1786. Next come Bank of Hindustan

and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of

Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency

Banks. These three banks were amalgamated in 1920 and Imperial Bank of India was

established which started as private shareholders banks, mostly Europeans shareholders.

In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab

National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and

1913, Bank of India, Central Bank of India, Bank of Baroda, Canera Bank, Indian.

Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935During the

first phase the growth was very slow and banks also experienced periodic failures

between 1913 and 1948. There were approximately 1100 banks, mostly small. To

streamline the functioning and activities of commercial banks, the Government of India

came up with The Banking Companies Act, 1949 which was later changed to Banking

Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of

India was vested with extensive powers for the supervision of banking in India .During

those day’s public has lesser confidence in the banks. As an aftermath deposit

mobilization was slow. Abreast of it the savings bank facility provided by the Postal

department was comparatively safer. Moreover, funds were largely given to traders.

Phase IIGovernment took major steps in this Indian Banking Sector Reform after independence.

In 1955, it nationalized Imperial Bank of India with extensive banking facilities on a

large scale especially in rural and semi-urban areas. It formed State Bank of India to act

as the principal agent of RBI and to handle banking transactions of the Union and State

Governments all over the country .Seven banks forming subsidiary of State Bank of

India was nationalized in 1960 on 19th July, 1969, major process of nationalization was

carried out. It was the effort of the then Prime Minister of India, Mrs. India Gandhi major

commercial banks in the country were nationalized Second phase of nationalization

Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step

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brought 80% of the banking segment in India under Government ownership.

The following are the steps taken by the Government of India to Regulate Banking:

1949: Enactment of Banking Regulation Act.

1955: Nationalization of State Bank of India.

1959: Nationalization of SBI subsidiaries.

1961: Insurance cover extended to deposits.

1969: Nationalization of 14 major banks.

1971: Creation of credit guarantee corporation.

1975: Creation of regional rural banks.

1980: Nationalization of seven banks with deposits over 200 cores.

After the nationalization of banks, the branches of the public sector bank India rose to

approximately 800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public implicit faith and

immense confidence about the sustainability of these institutions.

PHASE IIIThis phase has introduced many more products and facilities in the banking sector in its

reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was

set up by his name which worked for the liberalizations of banking practices.

The country is flooded with foreign banks and their ATM stations. Efforts are being put

to give a satisfactory service to customers. Phone banking and net banking is

introduced. The entire system became more convenient and swift. Time is given more .

Importance than money the financial system of India has shown a great deal of resilience.

It is sheltered from any crisis triggered by any external macroeconomics shock as other

East Asian Countries suffered. This is all due to a flexible exchange rate regime, the

foreign reserves are high, the capital account is not yet fully convertible, and banks

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1.2 Banking system in India

The Indian banking can be broadly categorized into nationalized (government owned),

private banks and specialized banking institutions. The Reserve Bank of India acts a

centralized body monitoring any discrepancies and shortcoming in the system. Since the

nationalization of banks in 1969, the public sector banks or the nationalized banks have

acquired a place of prominence and has since then seen tremendous progress. The need to

become highly customer focused has forced the slow-moving public sector banks to

adopt a fast track approach. The unleashing of products and services through the net has

galvanized players at all levels of the banking and financial institutions market grid to

look anew at their existing portfolio offering. Conservative banking practices allowed

Indian banks to be insulated partially from the Asian currency crisis. Indian banks are

now quoting al higher valuation when compared to banks in other Asian countries (viz.

Hong Kong, Singapore, Philippines etc.) that have major problems linked to huge Non

Performing Assets (NPAs) and payment defaults. Co-operative banks are nimble footed

in approach and armed with efficient branch networks focus primarily on the ‘high

revenue’ niche retail segments. The Indian banking has finally worked up to the

competitive dynamics of the ‘new’ Indian market and is addressing the relevant issues to

take on the multifarious challenges of globalization. Banks that employ IT solutions are

perceived to be ‘futuristic’ and proactive players capable of meeting the multifarious

requirements of the large customer’s base. Private Banks have been fast on the uptake

and are reorienting their strategies using the internet as a medium The Internet has

emerged as the new and challenging frontier of marketing with the conventional physical

world tenets being just as applicable like in any other marketing medium. The Indian

banking has come from a long way from being a sleepy business institution to a highly

proactive and dynamic entity. This transformation has been largely brought about by the

large dose of liberalization and economic reforms that allowed banks to explore new

business opportunities rather than generating revenues from conventional streams (i.e.

borrowing and lending). The banking in India is highly fragmented with 30 banking

units contributing to almost 50% of deposits and 60% of advances. Indian nationalized

banks (banks owned by the government) continue to be the major lenders in the economy

due to their sheer size and penetrative networks which assures them high deposit

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mobilization. The Indian banking can be broadly categorized into nationalized, private

specialized banking institutions The Reserve Bank of India act as a centralized body

monitoring any discrepancies and shortcoming in the system. It is the foremost

monitoring body in the Indian financial sector. The nationalized banks (i.e. government-

owned banks) continue to dominate the Indian banking arena. Industry estimates indicate

that out of 274 commercial banks operating in India, 223 banks are in the public sector

and 51 are in the private sector. The private sector bank grid also includes 24 foreign

banks that have started their operations here. Under the ambit of the nationalized banks

come the specialized banking institutions. These co-operatives, rural banks focus on

areas of agriculture, rural development etc., unlike commercial banks these co-operative

banks do not lend on the basis of a prime lending rate. They also have various tax sops

because of their holding pattern and lending structure and hence have lower overheads.

This enables them to give a marginally higher percentage on savings deposits. Many of

these cooperative banks diversified into specialized areas (catering to the vast retail

audience) like car finance, housing loans, truck finance etc. in order to keep pace with

their public sector and private counterparts, the co-operative banks too have invested

heavily in information technology to offer high-end computerized banking services

TYPES OF BANKS

CentralBankThe Reserve Bank of India is the central Bank that is fully owned by the Government. It

is governed by a central board (headed by a Governor) appointed by the Central

Government. It issues guidelines for the functioning of all banks operating within the

country.

CO-OPERATIVESECTOR::---

The co-operative sector is very much useful for rural people. The co-operative banking

sector is divided into the following categories.

a. State co-operative Banks

b. Central co-operative banks

c. Primary Agriculture Credit Societies

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Development Banks/Financial Institutions

IFCI

IDBI

ICICI

IIBI

SCICI Ltd.

NABARD

Export-Import Bank of India

National Housing Bank

Small Industries Development Bank of India

North Eastern Development Finance Corporation

1.3PRIVATE SECTOR BANKS

Private Sector Banks

1. HDFC Bank

2. ICICI Bank

3. Federal Bank

4. ING Visas Bank

5. Axis Bank (formerly UTI Bank)

6. Yes Bank

7. Bank of Rajasthan

8. Bharat Overseas Bank

9. Catholic Syrian Bank

10. Centurion Bank of Punjab

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11. City Union Bank

12. Development Credit Bank

13. Dhanalakshmi Bank

14. Ganesh Bank of Kurundwad

15. IndusInd Bank

16. Jammu & Kashmir Bank

17. Karnataka Bank Limited

18. Karur Vysya Bank

19. Kotak Mahindra Bank

20. Lakshmi Vilas Bank

21. Nainital Bank

22. Ratnakar Bank

23. SBI Commercial and International Bank

24. South Indian Bank

25. Amazing Mercantile Bank

26. Punjab National Bank

27. Rupee Bank

28. Saraswat Bank

29. Tamilnad Mercantile Bank

30. Thane Janata Sahakari Bank

31. Bassein Catholic Bank

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MAJOR PLAYERS IN PRIVATE SECTOR BANKS ICICI Bank: -----

ICICI Banking is commercial Banking arm of ICICI group. It received its banking license

from RBI on May 17 may 1994 and its branch was started in Madras in June 1994. ICICI

Bank has a network of about 560 branches and extension counters and over 1,900 ATMs.

ICICI Bank offers a wide range of banking products and financial services to corporate

and retail customers through wide variety of delivery channels and through its specialized

subsidiaries and affiliates in the areas of investment banking, life and non-life insurance,

venture capital and asset management. ICICI Bank set up its international banking group

in fiscal 2002 to cater to cross border needs of clients and leverage on its domestic

banking strengths to offer product internationally. ICICI Bank’s equity shares are listed

in India on the Stock Exchange, Mumbai and the National Stock Exchange of India

Limited and its American Depositary Receipts are listed on New York Stock Exchange. It

is the first bank to start Internet banking service in India. In 1999, ICICI become the first

Indian Company and the first bank or financial institution from non-Japan Asia to be

listed on NYSE

UTI Bank: - UTI Bank was the first of the new private banks to have begun operations

in 1994, after the government of India allowed new private banks to be established. The

Bank was promoted jointly by the Administrator of the specified undertaking of the

United Trust of India(UTI-I), Life Insurance Corporation of India(LIC) and General

Insurance Corporation Ltd. and its associates viz. National Insurance Company Ltd., The

New India Assurance Corporation, The Oriental Insurance Corporation and United

Insurance Company Ltd. The bank today is capitalized to the extent of Rs.278.12 cores

with public holding at 56.18 %. The bank’s registered office is at Ahmadabad and its

central office is at Mumbai. The bank has wide network of more than 350 branch offices

and Extension Counters. The Bank has network of over 1657 ATMs providing 24hrs a

day banking convenience to its customers. The bank was setup with capital of Rs.115

core, with UTI contributing Rs.100 core, LIC-Rs.7.5 core and its four subsidiaries

contributing Rs. 1.5 core each.

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HDFC Bank :---- HDFC Bank is headquartered in Mumbai Bank at present has an

enviable network of over 495 branches spread over   218 cities across India. All branches

are linked on an online real-time basis. Customers in over 120 locations are also serviced

through Telephone Banking. The Bank’s expansion plans take into account the need to

have a presence in all major industrial and commercial centers where its corporate

customers are located as well as the need to build a strong retail customer base for both

deposits and loan products. Being a clearing/settlement bank to various leading stock

exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and

active member base. The authorized capital of HDFC Bank is Rs.450 core (Rs.4.5

billion). The paid-up capital is Rs.309.9 core (Rs.3.09 billion). The HDFC Group holds

22.2% of the bank’s equity and about 19.5% of the equity is held by the ADS Depository.

The Bank has made substantial efforts and investments in acquiring the best technology

available internationally, to build the infrastructure for a world class bank.

1.4 PUBLIC SECTOR BANKS

a. State Bank of India and its associate banks called the State Bank Group

b. 20 nationalized banks

c. Regional rural banks mainly sponsored by public sector banks

PUBLIC SECTOR BANKS (NATIONALIZED BANKS):

1. State Bank of India (SBI)

2.State Bank of Bikaner & Jaipur

3.State Bank of Hyderabad

4.State Bank of Indore

5.State Bank of Mysore

6.State Bank of Patiala

7.State Bank of Saurashtra

8. State Bank of Travancore

9. Bank of India

10. Canara Bank

11. Central Bank of India

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12. Corporation bank

13. Indian Bank

14. Indian overseas bank

15.Syndicate Bank

16.UCO Bank

17. Allahabad Bank

18.Andhra Bank

19.Bank of Baroda

20. Bank of Maharashtra

21. Dena Bank

22.Oriental Bank of Commerce

23. Punjab & Sind Bank

24. Union Bank of India

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CHAPTER 2

COMPANY PROFILE

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2.1EVOLUTION OF SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth

century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806.Three

years later the bank received its charter and was re-designed as the Bank of Bengal (2

January 1809). A unique institution, it was the first joint-stock bank of British India

sponsored by the Government of Bengal. The Bank of Bombay (15 April 1840) and the

Bank of Madras (1 July 1843) followed the Bank of Bengal. These three banks remained

at the apex of modern banking in India till their amalgamation as the Imperial Bank of

India on 27 January 1921. Primarily Anglo-Indian creations, the three presidency banks

came into existence either as a result of the compulsions of imperial finance or by the felt

needs of local European commerce and were not imposed from outside in an arbitrary

manner to modernize India's economy. Their evolution was, however, shaped by ideas

culled from similar developments in Europe and England, and was influenced by changes

occurring in the structure of both the local trading environment and those in the relations

of the Indian economy to the economy of Europe and the global economic framework.

The eight banking subsidiaries are:

1-State Bank of Bikaner and Jaipur (SBBJ)

2-State Bank of Hyderabad (SBH)

3-State Bank of India (SBI)

4-State Bank of Indore (SBIR)

5-State Bank of Mysore (SBM)

6-State Bank of Patiala (SBP)

7-State Bank of Saurashtra (SBS)

8-State Bank of Travancore (SBT)

2.2 PRODUCTS AND SERVICES PROVIDED BY SBI Savings Accounts Current Accounts

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Fixed Deposit LOANS

Personal Loans Home Loans Two Wheeler Loans New Car Loans Used Car Loans Overdraft against Car Express Loans Gold Loan Educational Loan Loan against Securities Loan against Property Loans against Rental Receivables

CARDS Credit Cards Debit Cards

ACCESS YOUR BANK Net Banking

ATM

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2.3 SWOT ANALYSIS:

STRENGTHS:1. Brand Name: SBI Bank has earned a reputation in the market over the period

of time (Being the oldest bank in India tracing history back to 1806)

2. Market Leader: SBI is ranked at 380 in 2008 Fortune Global 500 list, and

ranked 219 in 2008 Forbes Global 2000. With an asset base of $126 billion and its

reach, it is a regional banking behemoth.

3. Wide Distribution Network: Excellent penetration in the country with more

than 10000 core branches and more than 5100 branches of associate banks

(subsidiaries).

4. Diversified Portfolio: SBI Bank has all the products under its belt, which help

it to extend the relationship with existing customer. SBI Bank has umbrella of

products to offer their customers, if once customer has relationship with the bank.

Some Products, which SBI Bank is offering are: Retail Banking Business Banking

Merchant Establishment Services (EDC Machine) Personal loans & Car loans

Insurance Housing Loans Government Owned: Government owns 60% stake in

SBI. This gives SBI an edge over private banks in terms of customer security.

5. Low Transition Costs-SBI offers very low transition costs which attracts small

customers.

WEAKNESSES:1. The existing hierarchical management structure of the bank, although strength

in some respects, is a barrier to change.

2.Though SBI cards are the 2nd largest player in the credit card industry, it has

the highest no performing assets (NPAs) in the industry, which stand out to be at

16.28 % (Dec 2007).

3. Modernisation: SBI lags with respect to private players in terms of

modernisation of its processes, infrastructure, centralisation, etc.

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OPPORTUNITIES:1. Merger of associate banks with SBI: Merger of all the associate banks (like

SBH, SBM, etc) into SBI will create a mega bank which streamlines operations

and unlocks value.

2. Planning to add 2000 branches and 3000 ATMs in 2008-2009. This will further

increase its reach.

3. Increasing trade and business relations and a large number of expatriate

populations offers a great opportunity to expand on foreign soil.

THREATS:

1. Advent of MNC banks: Large numbers of MNC banks are mushrooming in

the Indian market due to the friendly policies adopted by the government. This

can increase the level of competition and prove a potential threat for the market

share of SBI bank.

2. Consumer expectations have increased many folds in last few years and the

bank has not been responsive enough to meet them on time.

3. Private Banks have started venturing into the rural and semi-urban sector,

which used to be the bastion of the State Bank and other PSU banks

4. Employee Strike: There was an employee strike in the year 2006 which

disrupted SBI’s activities. This can be repeated in the future.

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2.4 OVERVIEW OF HDFC BANKHDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian

Bank". They realized that only a single-minded focus on product quality and service

excellence would help them to get there. HDFC Bank, one amongst the firsts of the new

generation, tech-savvy commercial banks of India, was set up in august 1995 after the

Reserve Bank of India allowed setting up of Banks in the private sector. The Bank was

promoted by the Housing Development Finance Corporation Limited, a premier housing

finance company (set up in 1977) of India. Net Profit for the year ended March 31, 2006

was up 30.8% to Rs 870.8 cores. Currently (2007), HDFC Bank has 583 branches located

in 263 cities of India, and all branches of the bank are linked on an online real-time basis.

The bank offers many innovative products & services to individuals, corporate, trusts,

governments, partnerships, financial institutions, mutual funds, insurance companies.

Bank also has over 1471 ATMs. In the next few months the number of branches and

ATMs should go up substantially. The Housing Development Finance Corporation

Limited (HDFC) was amongst the first to receive an 'in principle' approval from the

Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's

liberalization of the Indian Banking Industry in 1994. The bank was incorporated in

August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai,

India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January

1995.HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build

sound customer franchises across distinct businesses so as to be the preferred provider of

banking services for target retail and wholesale customer segments, and to achieve

healthy growth in profitability, consistent with the bank's risk appetite. The bank is

committed to maintain the professional integrity, corporate governance and regulatory

compliance. HDFC Bank's business philosophy is based on four core values Operational

Excellence, Customer Focus, Product Leadership and People. The Housing

Development Finance Corporation Limited (HDFC) was amongst the first to receive

an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the

private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994.

Incorporated in August 1994 as HDFC Bank Limited, as of December 31, 2006.

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ACTIVITIESHDFC Bank mainly provides three kinds of banking services:

a. Personal Banking

b. NRI Banking

c. Wholesale Banking

The following are the products and services provided by the HDFC bank

HDFC Bank provides loans like Personal Loans , Home Loans , Educational

Loans , Two Wheeler Loans , New car Loans, Used Car Loans, Overdraft Against

Car, Express Loans, etc.

HDFC Bank provides Credit, Debit and Prepaid Cards to help you meet your

financial objectives.

HDFC Bank provides facilities like Mutual Funds, Insurance , General & Health

Insurance, Bonds , Financial Planning, Knowledge Center, Equities &

Derivatives, Mudra Gold bar.

If you need to deal in foreign currency and keep tabs on exchange rates every now and

then, transfer funds to India, make payments etc., HDFC Bank has a range of products

and services that you can choose from to transact smoothly, efficiently and in a timely

manner.

HDFC Bank has designed two programs to make banking easier for the customers and

they are

HDFC Bank Preferred Programme

HDFC Bank Classic Programme.

HDFC Bank offers Private Banking services to high net worth individuals and

institutions.

HDFC Bank offers you quick, economical and convenient options to remit and

transfer funds to India.

Corporate Banking reflects HDFC Bank’s strengths in providing our corporate

clients in India, a wide array of commercial, transactional and electronic banking

products.

HDFC Bank acts as an active medium between the government and the customers

by means of various services.

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Distribution networkHDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network

of over 684 branches spread over 316 cities across India. All branches are linked on an

online real-time basis. Customers in over 120 locations are also serviced through

Telephone Banking. The Bank's expansion plans take into account the need to have a

presence in all major industrial and commercial centers where its corporate customers are

located as well as the need to build a strong retail customer base for both deposits and

loan products. Being a clearing/settlement bank to various leading stock exchanges, the

Bank has branches in the centers where the NSE/BSE have a strong and active member

base. The Bank also has a network of about over 1,740 networked ATMs across these

cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and

international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express

Credit/Charge cardholders.HDFC Bank operates in a highly automated environment in

terms of information technology and communication systems. All the bank's branches

have online connectivity, which enables the bank to offer speedy funds transfer facilities

to its customers. Multi-branch access is also provided to retail customers through the

branch network and Automated Teller Machines. The Bank has made substantial efforts

and investments in acquiring the best technology available internationally, to build the

infrastructure for a world class bank. In terms of software, the Corporate Banking

business is supported by Flex cube, while the Retail Banking business by Fin ware, both

from I-flex Solutions Ltd. The systems are open, scalable and web-enabled. The Bank has

prioritized its engagement in technology and the internet as one of its key goals and has

already made significant progress in web-enabling its core businesses. In each of its

businesses, the Bank has succeeded in leveraging its market position, expertise and

technology to create a competitive advantage and build market share.

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2.5PRODUCTS AND SERVICES PROVIDED BY HDFC BANK

SAVINGS ACCOUNTS Regular Savings Account

Savings Plus Account

Savings Max Account

No Frills Account

Retail Trust Account

Salary Accounts

Payroll

Classic

Regular

Premium

Defense Salary Account

Kid's Advantage Account

Pension Saving Bank Account

Family Savings Group

CURRENT ACCOUNTS Plus Current Account

Trade Current Account

Premium Current Account

Regular Current Account

Reimbursement Current Account

RFC - Domestic Account

FIXED DEPOSITS Regular Fixed Deposit

Super Saver Account

Sweep-in Account

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LOANS Personal Loans

Home Loans

Two Wheeler Loans

New Car Loans

Used Car Loans

Overdraft Against Car

Express Loans

Gold Loan

Educational Loan

Loan Against Securities

CARDS Credit Cards

Silver Credit Card

Gold Credit Card

Platinum Plus Credit Card

Debit Cards

Easy Shop International Debit Card

Easy Shop Gold Debit Card

Easy Shop International Business Debit Card

ACCESS YOUR BANK Net Banking

Mobile Banking

ATM

Phone Banking

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2.6 SWOT ANALYSIS

STRENGTHS: -

1. Right strategy for the right products.2. Superior customer service vs. competitors.3. Great Brand Image.4. Products have required accreditation.5. High degree of customer satisfaction.6. Good place to work7. Lower response time with efficient and effective service.8. Dedicated workforce aiming at making a long-term career in the field.

WEAKNESS: –1. Some gaps in range for certain sectors.2. Customer service staff needs training.3. Processes and systems, etc4. Management cover insufficient.5. Sector growth is constrained by low unemployment levels and competition for

staffOPPORTUNITIES: –1. Profit margins will be good.2. Could extend to overseas broadly.3. New specialist applications.4. Could seek better customer deals.5. Fast-track career development opportunities on an industry-wide basis.6. An applied research center to create opportunities for developing techniques to

provide added-value services.THREATS: -1. Legislation could impact.2. Great risk involved3. Very high competition prevailing in the industry.4. Vulnerable to reactive attack by major competitors.5. Lack of infrastructure in rural areas could constrain investment.6. High volume/low cost market is intensely competitive.

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2.7 LITERATURE REVIEW1. Denise K. Conroy :- In his study titled (Customer satisfaction measures in the public

sector: what do they tell us?) attempts to devise customer satisfaction measures,

according to him there are a number of factors which can affect the interpretation of

results - the nature of the customer, service provision, service quality and, for the public

sector, the extent to which consumer sovereignty exists. Resources may be better directed

towards setting and maintaining high levels of standard of service. This study addresses

the difficulties and highlights the complex nature of a customer or service beneficiary

who can be, at the same time, a taxpayer, voter, recipient of financial benefits, with

expectations of the public sector and its delivery agent, yet cannot choose another

provider.

2. Harry Nowka, Southwestern Oklahoma State University, Nancy Buddy, Southwestern

Oklahoma State University Robert Reeder, Southwestern Oklahoma State University and

Daniel Hart, Southwestern Oklahoma State University in their study titled (Customer

Responses: A Comparative Study) wants to determine various variables which influence

customers of a bar and grill. This comparative analysis includes customer responses with

comparisons made to the major competitor's customer responses, student customer

responses, and responses of a panel of non customers assembled to assess potential

customer responses. This study indicates that location can be a significant deterrent to

expansion of the customer base. The personality of the owner can have a positive impact

on customer flow. Analysis of spending patterns indicates that food and pool were

underutilized. The male/female ratio was a determinate of customer flow.

3. Dawn Iacobucci, Amy Ostrom, Kent Grayson:- In their study titled (Distinguishing

Service Quality and Customer Satisfaction: The Voice of the Consumer) presents

two studies that rely on divergent methodologies to examine whether or not quality and

satisfaction have distinct antecedent causes, consequential effects, or both (i.e., whether

or not they should be considered a single construct, or distinct, separable constructs).

They focus on consumers’ understanding and use of the words quality and satisfaction; in

both studies, respondents report whether or not they think quality and satisfaction differ,

and if so, on what dimensions or under what circumstances. In the first study, they use

the qualitative “critical incident” technique to elicit service attributes that are salient to

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respondents when prompted to consider quality and satisfaction as distinct. The code the

responses to these open-ended survey questions to examine whether quality can be teased

apart from satisfaction, from the respondents’ (consumers’) perspective. In the second

study, to triangulate on the qualitative data, they experimentally manipulated a number of

service attributes drawn from both the first study and from the literature to see whether or

not they have differential impacts on judgments of quality and satisfaction. They did not

presuppose that quality and satisfaction differ—rather, they asked respondents to make a

judgment either of quality or of satisfaction, defining the term as they saw fit.

4. Entrees D. Athanassopoulos:-In this study titled (Customer Satisfaction Cues To

Support Market Segmentation and Explain Switching Behavior) examined the

customer satisfaction cues in retail banking services in Greece. The study proposes an

instrument of customer satisfaction that contains service quality and such other attributes

as price, convenience, and innovation. The proposed framework of customer satisfaction

was verified empirically yielding four distinct facets for business customers and five for

individual customers. The performance implications of the customer satisfaction

instrument are also explored. What is shown is that customer segments, in fact, yield

statistically different satisfaction scores, which verifies the managerial value of customer

segmentation practices. Finally, the facets of customer satisfaction as explanatory cues

for the switching behavior of individual and business customers were tested successfully.

5. Rengasamy Elango and Vijaya Kumar Guide:- In their study titled(A

Comparative Study on the Service Quality and Customer Satisfaction among

Private, Public and Foreign Banks) focuses on the service quality and customer

satisfaction among the private, public and foreign banks in India. An analysis is carried

out to examine the level of awareness among customers and to identify the best sector

which provides qualitative customer service. This becomes relevant in the context of

recommendations of various committees constituted by the Government of India and the

RBI, from time to time, to suggest measures to improve customer service systems of the

public sector commercial banks of India. A well-structured questionnaire is used to

collect the views of respondents across the three banking sectors. The survey instrument

includes various dimensions, pertaining to the quality of customer services in terms of

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banking personnel, convenient working hours, Web-based services, error free value-

added services and efficient grievance redressed mechanism etc. Apart from the basic

statistical tools such as measures of central tendency, authors also use `factor analysis'

and the `One-way ANOVAs' classification. The idea behind this is to extract the relevant

factors and analyze whether there is any significant difference with respect to service

quality within the three banking sectors. The results indicate that the level of awareness

among the customers improved significantly during the study period. It is interesting to

note that the results are consistent with the previous studies conducted on customer

service aspects, and it has been observed that the foreign and the new generation private

sector banks are serving the customers better. This has larger implications on the public

sector commercial banks in India with respect to customer service delivery aspects. It is

high time the public sector commercial banks made efforts to revamp their approach

towards customers, so as to perform better and derive competitive advantage in the long

run.

25

CHAPTER3

RESEARCH METHODOLOGY

26

3.1 RESEARCH METHODOLOGY

It describes the data collection method, the sampling plan, the tools of investigation,

planning and testing of questionnaire and the limitations of the study. The study requires

the data to be collected from two different sources i.e. the primary source and the

secondary source. The primary data is collected with the help of structured questioners

which is being modified & reliable and the secondary data through the various journals,

newspapers and websites

3.2OBJECTIVES OF THE STUDY1. To study the preference of customers regarding SBI bank and HDFC bank.

2. To analyze which facility influences the customer most while selecting a Bank.

3. To compare the various services provided by these banks.

4. To make aware about the various services provided by the banks.

5. To know the which type of facilities preferred by customers

DATA SOURCE:

(a) Primary Data :- Primary data was collected by means of questionnaires

(b) Secondary data: - Secondary data collected by referring to various books,

newspapers, magazines, journals and internet (details in bibliography)

RESEARCH DESIGN:--Present study enquired and brought forward the results concerning the set objectives

specified before which relates to description of the state of affairs as a result it clearly

states that it was a DESCRIPTIVE STUDY, which included fact finding enquiries of

different kinds.

SAMPLING DESIGN

27

Universe: - The universe was infinite in this study, since the population of Chandigarh

City is uncertain.

Sampling Unit: - The sampling unit is an individual (non-staff member) who is

having account in SBI and HDFC Banks.

Sample Size: - The sample size for the study was 70 individuals, non-staff members of

SBI and HDFC Banks, Chandigarh Out of which 35 belongs to SBI and 35 belongs to

HDFC bank.

Sampling Procedure: - Due to the time and resource constraints the convenience

sampling technique was used. The individuals were selected according to convenience to

fill the questionnaires.

Research Instrument used::--- Questionnaires.

3.3 LIMITATIONS

1. Sometimes respondents did not respond well to all the questions in the

questionnaire.

2. Low cooperation from the bank executives make to struggle more, due to which

we were forced to restrict our sample size to 70.

3. Some biasness might have occurred in analysis. Because of lack of expert

knowledge.

4. Best efforts were made to incorporate all-important variables in study, yet chances

of some of variables not appearing in study are not ruled out.

5. Frequent developments in this sector can be a major reason of limitation in the

study

6. Biasness in views of respondents can’t be ruled out

7. Resistance to change sometimes affects view of respondents.

28

CHAPTER 4

DATA ANALYSIS & INTERPRETATION

29

4.1 DATA ANALYSIS OF SBI Sample Size 35

WITH SBI1. AGE GROUP AND DISTRIBUTION OF MALE AND FEMALE

CUSTOMERSDEALING

(a) AGE GROUP

AGE NO. OF PERSONS

LESS THAN 25 5

25-35 8

35-45 6

45-55 12

55 & ABOVE 4

NO. OFPERSONS

INTERPRETATION:- According to survey, 5 persons is less than 25 years,8 persons is 25-35 years, 6 persons 35-45,12 persons 45-55 and the only 4 person 55 & above dealing with SBI bank. In a 45-55 age group more persons dealing with SBI bank.

(b) GENDER

30

GENDER

NO. OF

PERSONS

MALE 28

FEMALE 7

INTERPRETATION:-

According to survey, 28 male and only 7 female customers dealing with SBI bank. Female customer very less compare to male customers.

2. OCCUPATION OF THE CUSTOMERS OF SBI

31

OCCUPATION NO. OF PERSONS

SERVICEMEN 15

BUSINESMEN 6

PROFESSIONALS 3

STUDENTS 8

HOUSEWIIVES 3

INTERPRETATION:-

According this to survey the occupation of SBI customer in out of 35, 15 customer in

serviceman, 6 customers are businessmen,3 customers are professional,8 customers are

student and only 3 customers are housewives.

3. DISTRIBUTION OF THE INCOME OF CUSTOMERS OF SBI

PER YEAR

32

INCOME NO. OF PERSONS

NIL 8

LESS THAN 50000 5

50000-150000 7

150000-300000 5

300000-500000 6

500000-ABOVE 4

INTERPRETATION:- According this survey, the income of SBI customers are 8 customers income less than

50000,7 customers income are 50000-150000,10 customers income are 150000-300000,6

customers income are 300000-500000 and only 4 persons income are above 500000 and

above.

4. MOST IMPORTANT REASON FOR CHOOSING SBI

33

FACTORS

NO. OF

PERSONS

I have a traditional bank account with the same bank 12

The brand name of the bank 4

The excellent service offered by this bank 5

ATM service 7

Net banking facility 3

Location advantage 4

INTERPRETATION:- According this to survey when asked the respondent most important reason for choosing

SBI bank they said 12 persons said traditional bank account with same bank, 4 persons

said brand name.5 excellent service offered by bank,7 persons said ATM location, 3

persons said net banking facilities and 4 persons location advantage.

5. ACCOUNT FACILITY AVAILING IN THE SBI

34

FACILITY NO. OF PERSONS

Savings account 18

Current account 5

Fixed deposit 12

NRI account 0

INTERPRETATION:-

According to survey, when I asked the respondent which facility availing in the bank they

said 18 persons said saving account,5 persons said current account,12 persons said fixed

account.

6.NO. OF YEARS, CUSTOMERS DEALING SBI

35

YEARS

NO. OF

PERSONS

Less than 1 year 7

1 to 2 years 12

3 to 5 years 7

More than 5 years 9

INTERPRETATION:-

According the survey, when asked the respondent, how many years dealing with SBI

bank 7 persons said less than 1 year,12 person said 1to 2 years, 7 persons said 3 to 5

years and 9 person said more than 5 years.

7. REASON FOR TYPICALLY VISITING THE BANK BRANCH

36

REASONS

NO. OF

PERSONS

To make a deposit 14

To get advice for investment

options 2

To inquire about a balance 7

To withdraw cash 12

INTERPRETATION:-

According to survey, when asked the respondent, reason for visiting the branch, they said

persons 14 persons said to make a deposit, 2 persons said to get advice for investment, 7

persons said to inquire about a balance and 12 persons said to withdraw cash.

8.WHICH FACILITY SATISFIES YOU MOST

37

FACILITY NO. OF PERSONS

ATM 13

Loan 7

Early cheque clearance 2

Preparation of drafts 3

Interest package 3

Net banking 3

Phone banking 4

INTERPRETATION:-

According the survey, when I asked the customer which facilities satisfied you , 13

persons said ATM,7 person said loan,3 persons said early cheque clearance ,3 persons

said preparation of drafts, 3 person said interest package, 3 person said net banking and

4 persons said phone banking.

38

9.IF YOU ARE PROVIDED WITH BETTER SERVICES BY

OPTIONAL BANK. WOULD YOU LIKE TO MOVE TO OTHER

BANK

YES 6

NO 29

INTERPRETATION:-

According to survey when I asked the SBI bank customer, if you are provided with better

services by optional bank. Would you like to move to other bank in out of 35 , 6 said yes

and 29 said no.

39

10.OVERALL SATISFACTION OF THE CUSTOMERS WITH THE

PERFORMANCE OF SBI

SATISFCTION

NO. OF

PERSONS

EXCELLENT 8

GOOD 6

SATISFACTORY 18

AVERAGE 3

BELOW AVERAGE 0

SATISFACTION LEVEL

INTERPRETATION:- According to survey, when I asked Of Overall Satisfaction Of The Customers With The

Performance SBI 8 persons said excellent, 6 persons said good, 18 person said

satisfactory 3 persons said average and no one said below average.

40

4.2DATA ANALYSIS HDFC BANK

SAMPLE SIZE 35

1. AGE GROUP AND DISTRIBUTION OF MALE AND FEMALE

CUSTOMERS DEALING WITH HDFC

a) Age Group

AGE

NO. OF

PERSONS

LESS THAN 25 4

25-35 12

35-45 7

45-55 9

55 & ABOVE 3

INTERPRETATION:- According to survey, 4 persons is less than 25 years,12 persons is 25-35 years, 7 persons 35-45,19 persons 45-55 and the only 3 person 55 & above dealing with HDFC bank. In a 45-55 age group more persons dealing with SBI.

41

B) GENDER

GENDER

NO. OF

PERSONS

MALE 27

FEMALE 8

INTERPRETATION:- According to survey, 8 male and only 27 female customers dealing with SBI bank. Female customer very less compare to male customers.

42

2. OCCUPATION OF THE CUSTOMERS OF HDFC

OCCUPATION

NO. OF

PERSONS

SERVICE 12

BUSINESMAN 13

PROFESSIONAL 5

STUDENT 3

HOUSEWIFE 2

INTERPRETATION:-

According this to survey the occupation of HDFC customer in out of 35, 12 customers in

service, 13 customers are businessman,5 customers are professional,3 customers are

student and only 2 customers are housewife.

43

3. DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF

HDFC PER YEAR

INCOME NO. OF PERSONS

NIL 0

LESS THAN 50000 4

50000-150000 9

150000-300000 8

300000-500000 9

500000-ABOVE 5

INTERPRETATION:-

According this survey, the income of HDFC customers are 4 customers income less than

50000,9 customers income are 50000-150000,8 customers income are 150000-300000,9

customers income are 300000-500000 and only 5 persons income are above 500000 and

above.

44

4 . MOST IMPORTANT REASON FOR CHOOSING HDFC

FACTORS NO. OF PERSONS

I have a traditional bank account with the same

bank 3

The brand name of the bank 6

The excellent service offered by this bank 12

ATM service 5

Net banking facility 2

Location advantage 7

INTERPRETATION:-

According this to survey when asked the respondent most important reason for choosing

HDFC bank they said 3 persons said traditional bank account with same bank, 6 persons

said brand name.12 persons excellent service offered by bank , 5 persons said ATM

service, 2 persons said net banking facilities and 7 persons location advantage.

45

5. ACCOUNT FACILITY AVAILING IN THE HDFC

FACILITY NO. OF PERSONS

Savings account 21

Current account 7

Fixed deposit 6

NRI account 1

INTERPRETATION:-

According to survey, when I asked the respondent which facility availing in the bank they

said 21 persons said saving account,7 persons said current account,6 person said fixed

account, only 1 person have NRI account.

46

6. NO. OF YEARS, CUSTOMERS DEALING WITH HDFC

YEARS

NO. OF

PERSONS

Less than 1 year 7

1 to 2 years 9

3 to 5 years 13

More than 5 years 6

INTERPRETATION:-

According the survey, when asked the respondent, how many years dealing with HDFC

bank 7 persons said less than 1 year,9 person said 1to 2 years, 13 persons said 3 to 5

years and 6 persons said more than 5 years.

47

7. REASON FOR TYPICALLY VISITING THE BANK BRANCH

REASONS

NO. OF

PERSONS

To make a deposit 17

To get advice for investment

options 3

To inquire about a balance 5

To withdraw cash 10

INTERPRETATION:-

According to survey, when asked the respondent, reason for visiting the branch, they said

persons 17 persons said to make a deposit, 3 persons said to get advice for investment, 5

persons said to inquire about a balance and 10 persons said to withdraw cash.

8.WHICH FACILITY SATISFIES YOU MOST

48

FACILITY

NO. OF

PERSONS

ATM 10

Loan 4

Early cheque clearance 8

Preparation of drafts 2

Interest package 3

Net banking 5

Phone banking 3

INTERPRETATION:-

According the survey, when I asked the customer which facilities satisfied you , 10

persons said ATM,4 person said loan,8persons said early cheque clearance ,2persons said

preparation of drafts, 3 person said interest package, 5 person said net banking and 3

persons said phone banking

49

9.IF YOU ARE PROVIDED WITH BETTER SERVICES BY

OPTIONAL BANK. WOULD YOU LIKE TO MOVE TO OTHER

BANK

YES 9

NO 26

INTERPRETATION:-

According to survey when I asked the HDFC bank customer, if you are provided with

better services by optional bank. Would you like to move to other bank in out of 35 , 9

said yes and 26 said no.

50

10.OVERALL SATISFACTION OF THE CUSTOMERS WITH THE

PERFORMANCE OF HDFC BANKSATISFCTION NO. OF PERSONS

EXCELLENT 7

GOOD 12

SATISFACTORY 8

AVERAGE 5

BELOW AVERAGE 3

SATISFACTION LEVEL

INTERPRETATION:-

51

According to survey, when I asked Of Overall Satisfaction Of The Customers With The

Performance HDFC 7 persons said excellent, 12 persons said good, 8person said

satisfactory 5 persons said average and 3 persons said below av

4.3DATA ANALYSIS

COMPARATIVE STUDY OF SBI AND HDFC BANKS

Sample Size 70

1. COMPARATIVE STUDY OF AGE GROUP WITH GENDER OF

CUSTOMERS LINKING WITH SBI AND HDFC BANK

a) AGE GROUPAGE SBI HDFC

LESS THAN

25 5 4

25-35 8 12

35-45 6 7

45-55 12 9

55 & ABOVE 4 3

INTERPRETATION:-

52

According to survey, when compare to age group of SBI and HDFC bank. In SBI bank

the more persons 12 belong to 45-55 and in HDFC bank more 12 person belong to 25-35

years

b) GENDER

GENDER SBI HDFC

MALE 28 27

FEMALE 7 8

INTERPRETATION:-

According to survey, when we compare to gender of SBI and HDFC bank, in SBI bank

more 28 customers belong to male and 7 female customers but in HDFC 27 customers

belong to male and 8 customer belong to female.

53

2. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND

HDFC BANK REGARDING THEIR OCCUPATION

OCCUPATION SBI HDFC

SERVICE 15 12

BUSINESMAN 6 13

PROFESSIONAL 3 5

STUDENT 8 3

HOUSEWIFE 3 2

INTERPRETATION:-

According to survey when compare to occupation of SBI and HDFC banks. In SBI

54

Bank most of customer occupation is service but in HDFC bank most of customer’s

occupation is businessman.

3. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI

AND HDFC BANK REGARDING THEIR INCOME PER YEAR

INCOME SBI HDFC

NIL 0 2

LESS THAN 50000 8 4

50000-150000 7 9

150000-300000 10 8

300000-500000 6 9

500000-ABOVE 4 3

INTERPRETATION:-

According to survey, compare to Income of SBI and HDFC banks. In SBI bank 10

customer income lie 150000-300000 and In HDFC bank 9 customer income between

50000-150000 and 300000-500000.

55

4 . MOST IMPORTAT REASON CHOOSING BANK

FACTORS SBI HDFC

I have a traditional bank account with the same bank 12 3

The brand name of the bank 4 6

The excellent service offered by this bank 5 12

ATM service 7 5

Net banking facility 3 2

Location advantage 4 7

INTERPRETATION:-

According to survey, when I compare to most reason to chosen a particular bank. In SBI

most of customer said the reason of chosen to traditional bank account and in HDFC

most of the customer said reason to chosen bank for excellent service offered by this

bank.

56

5. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND

HDFC BANK REGARDING THE ACCOUNT FACILITIES

PROVIDED TO THEM

FACILITY SBI HDFC

Savings account 18 21

Current account 5 7

Fixed deposit 12 6

NRI account 0 1

INTERPRETATION:-

According to survey , Comparative Study Of The Customers Of SBI And HDFC Bank

Regarding type of account, most of SBI customers have saving account and HDFC

customers have also saving account.

57

6. COMPARATIVE STUDY OF THE TIME PERIOD OF

CUSTOMERS DEALING WITH SBI AND HDFC BANK

YEARS SBI HDFC

Less than 1 year 7 7

1 to 2 years 12 9

3 to 5 years 7 13

More than 5 years 9 6

INTERPRETATION:-

According to survey, when I compare to time period of customers dealing with SBI and

HDFC bank. IN SBI bank Most of customers dealing with bank 1 to 2 years and IN

HDFC bank 3 to 5 years.

58

7. COMPARITIVE STUDY OF REASON THAT MAKE CUSTOMER

TO TYPICALLY VISIT BANK BRANCH

REASONS SBI HDFC

To make a deposit 14 17

To get advice for investment options 2 3

To inquire about a balance 7 5

To withdraw cash 12 10

INTERPRETATION:-

According to survey, when I compare reason that make customer to typically visit bank

branch. In SBI bank most of the customer visit the branch to make a deposit and in

HDFC bank customer also visit to make a deposit .

59

8. COMPARITIVE STUDY OF MOST SATISFYING

FACILITY OFFERED BY THEMFACILITY SBI HDFC

ATM 13 10

Loan 7 4

Early cheque clearance 2 8

Preparation of drafts 3 2

Interest package 3 3

Net banking 3 5

Phone banking 4 3

INTERPRETATION:-

According to survey, I compare to most satisfying facility Offered by them. In SBI bank

most of the customer satisfied the ATM facilities and Ii HDFC customer also satisfied the

ATM facilities.

60

9. CUSTOMERS WANT TO SHIFT TO ANOTHER BANK IF THEY

ARE PROVIDED WITH BETTER SERVICE

CHANGE SBI HDFC

YES 6 9

NO 29 26

INTERPRETATION:-

According to survey, when I compare customers want to shift to another bank if they are

provided with better service. In SBI bank 6 said yes and 29 said no but in HDFC bank 9

said yes 26 said no.

61

10. COMPARISON REGARDING THE OVERALL SATISFACTION

OF THE CUSTOMERS

SATISFCTION SBI HDFC

EXCELLENT 8 7

GOOD 6 12

SATISFACTORY 18 8

AVERAGE 3 5

BELOW AVERAGE 0 3

INTERPRETATION:-

According to survey, when I compare to regarding the overall satisfaction of the

customers. In SBI most of customer said customers satisfactory and in HDFC bank most

of the customers said good.

62

CHAPTER5 CONCLUSION, SUGGESTIONS &

RECOMMENDATIONS

63

CON C LUSION5.1 After conducting market research for comparative study of customer’s satisfaction

towards HDFC bank and state bank of India we came to know different needs of

consumers, their valuable suggestions, and responses to the different questions. With

this information we can conclude that Customer satisfaction level of most

respondents is higher for SBI and HDFC banks which is provided by survey. Higher

satisfaction level of SBI and HDFC banks.SBI and HDFC provides good service

facilities benefit for the customers like ATM service Net banking facility Location

advantage etc.

5.2 SUGGESTIONS AND RECOMMENDATIONS

1. Both the customers from SBI and HDFC bank have suggested that the bank

should open one of its branches in industrial area like focal point.

2. One of the most common suggestions was to lower down the minimum balance

required in the saving s account.

3. Staff should be more co-operative to the customers.

4. Customers were not fully aware of the services and the various charges which

they have to pay. Therefore Banks should try to give some more information to its

existing customers

64

BIBLIOGRAPHY

WEBSITE USED http:// www.statebankofindia.com

http://www.banknetindia.com/banking/index_1.htm

http://www.asiatradehub.com/india/banking/finance.html

http://www.finance.indiamart.com/investment_in_india/standard_chartered_bank.

BOOKS FOLLOWED

Research methodology by C.R. Kothari

65

ANNEXURE QUESTIONNAIREName____________________

1.a )Gender

Male Female

b) Age group

Less than 25 25-35

35-45 45-55

55-above

2. Occupation

Service Business

Professional Student

Housewife

3.Income

Nil Less than 50,000

50,000 to 1, 50,000 1, 50,000 to 3, 00,000

3, 00,000 to 5, 00,000 5, 00,000 and above

4. What was the single most important reason that you chose this particular Bank?

I have a traditional bank account with the same bank

A brand name of the bank

ATM service

Net banking facility

Location advantage

5. Which account facility you are availing in the Bank?

Savings account Current account

Fixed deposit NRI account

6. Since how many years you are dealing with this Bank

Less than 1 year 1 to 2 years

3 to 5 year More than 5 years

66

7. What is the main reason that you typically visit your bank branch?

To make a deposit

To get advice for investment options

To inquire about a balance

To withdraw cash

any other please

8. Which facility satisfies you most?

ATM Interest package

Loan Net banking

Early cheque clearance Phone banking

Preparation of drafts

9.If you are provided with better services by optional bank. Would you like to

move to other bank?

Yes No

10. How would you rank the overall service?

Excellent Good

Satisfactory Average below Average

Suggestions

If any______________________________________________

Signature

Thank you very much for your time, cooperation & patient

67

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