A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
A PROJECT REPORT ON
A STUDY ON THE “CUSTOMERS SATISFACTION OF SBT” WITH SPECIAL
REFERENCE TO SBT KOZHENCHERRY BRANCH
SUBMITTED ON PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE
DEGREE OF BACHELOR OF COMMERCE WITH COMPUTER APPLICATION OF THE MADURAI
KAMARAJ UNIVERSITY
BY
THOMAS RAJAN
REG NO: A8517612
UNDER THE GUIDANCE OF
MR.A.BOAZ. M.Com., M.Phil., B.Ed
DEPARTMENT OF COMMERCE
Kodaikanal Christian College (Autonomous)
Paradise Hill
Kodaikanal – 624104
March – 2011
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Kodaikanal Christian College
( Autonomous)
CERTIFICATE
This is to certify that the project entitled “A Study on the “Customers Satisfaction of SBT ”
with Special Reference to SBT Kozhencherry Branch ” submitted by MS. THOMAS RAJAN
in partial fulfillment of the requirements for the award of the degree of Bachelor of Commerce with
Computer Application is a bonafide record of work done by her under my guidance and supervision.
The report has not formed the basis for the award of any Degree/Diploma/Associateship/ Fellowship or
any other similar title of any University or Institution.
FACULTY GUIDE HEAD OF THE DEPARTMENT EXTERNAL EXAMINAR
PRINCIPAL
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Kodaikanal Christian College
( Autonomous)
DECLARATION
I Thomas Rajan, the undersigned hereby declare that the project report entitled, “A Study on the
“Customers Satisfaction of SBT ” with Special Reference to SBT Kozhencherry Branch”,
is a record of original work done by me under the supervision of MR.A.BOAZ and that this project has
not formed the basis for award of any degree / diploma / fellowship or any other similar title to any
other candidate of any university.
THOMAS RAJAN
PLACE: KODAIKANAL
DATE:
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CONTENTS
SL NUMBER TITLE PAGE NUMBER
1
Chapter I
INTRODUCTION 5
2
Chapter II
REVIEW OF LITERATURE 9
3
Chapter III
INDUSTRY PROFILE 16
4
Chapter IV
DATA ANALYSIS AND
INTERPRETATIONS
29
5
Chapter V
FINDINGS AND SUGGESTION 74
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
LIST OF TABLE
Sl Number Title Page Number
1.0 Age group 35
2 .0 Gender of the customers 37
3.0 Occupation of the customers 39
4.0 Income group 41
5.0 Type of account 43
6.0 Term of 0peration of SBT account 45
7.0 Term of 0peration of SBT account 47
8.0 Customer satisfaction with Withdraw cash from SBT
ATM
49
9.0 Customers Opinion about Queue’s in Front of ATM 51
10.1 Customers opinion about Customer relation By bank 53
10.2 Customers opinion about deposit schemes of the bank 55
10.3 Customers opinion about bank premises 57
10.4 Customers opinion about Financial advice By bank 59
11.0 Priority 61
12.0 Customers Opinion About the attitude of the employees 63
13.0 Clearance of out station Cheque 65
14.0 Which sector bank you prefer 67
15.0 Have you been to a new generation bank 69
16.0 Do you have an Account in New Generation Bank 71
17.0 Rating the service of new generation bank 73
18.0 Will You Recommend 75
19.0 Satisfied 77
LIST OF FIGURE
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Sl Number Title Page Number
1.0 Age group 36
2 .0 Gender of the customers 38
3.0 Occupation of the customers 40
4.0 Income group 42
5.0 Type of account 44
6.0 Term of 0peration of SBT account 46
7.0 Term of 0peration of SBT account 48
8.0 Customer satisfaction with Withdraw cash from SBT
ATM
50
9.0 Customers Opinion about Queue’s in Front of ATM’s 52
10.1 Customers opinion about Customer relation By bank 54
10.2 Customers opinion about deposit schemes of the bank 56
10.3 Customers opinion about bank premises 58
10.4 Customers opinion about Financial advice By bank 60
11.0 Priority 62
12.0 Customers Opinion About the attitude of the employees 64
13.0 Clearance of out station Cheque 66
14.0 Which sector bank you prefer 68
15.0 Have you been to a new generation bank 70
16.0 Do you have an Account in New Generation Bank 72
17.0 Rating the service of new generation bank 74
18.0 Will You Recommend 76
19.0 Satisfied 78
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CHAPTER I
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Chapter I
INTRODUCTION
The banking industry like many other financial service industries is facing a rapidly changing
market, new technologies, economic uncertainties, fierce competition and more demanding
customers and the changing climate has presented an unprecedented set of challenges. Banking
is a customer oriented services industry, therefore, the customer is the focus and customer
service is the differentiating factors.
The banking industry in India has undergone sea change since post independence. More
recently, liberalization, the opening up of the economy in the 90s and the government's decision
to privatize banks by reduction in state ownership culminated in the banking reforms based on
the recommendations of Narasimha Committee. The prime mover for banks today is profit, with
clear indications from the government to 'perform or perish'. Banks have also started realizing
that business depends on client service and the satisfaction of the customer and this is
compelling them to improve customer service and build up relationship with customers.
With the current change in the functional orientation of banks, the purpose of banking is
redefined. The main driver of this change is changing customer needs and expectations.
Customers in urban India no longer want to wait in long queues and spend hours in banking
transactions. This change in customer attitude has gone hand in hand with the development of
ATMs, phone and net banking along with availability of service right at the customer's
doorstep. With the emergence of universal banking, banks aim to provide all banking product
and service offering under one roof and their endeavor is to be customer centric. With the
emergence of economic reforms in world in general and in India in particular, private banks
have come up in a big way with prime emphasis on technical and customer focused issues.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
STATEMENT OF THE PROBLEM
Customer satisfaction is the most discussed subject in today’s world competitive market. For
use successful running of a service, customer satisfaction is important. For a service, customer
depends on the service actually offered relative to the customers’ expectations. SBT has a
strong market in Kerala. SBT is a associate bank of State Bank of India. Now SBT has many
branches all over Kerala.
In order to maintain and improve the present market, the management has to know the
customers attitude towards SBT. So it is felt that a study considering some variables of
customer satisfaction of SBT customers be conducted at kozhencherry with reference to SBT
kozhencherry branch.
OBJECTIVE OF THE STUDY
1. To find out the level of customer satisfaction of SBT with reference
to kozhencherry branch.
2. To access the customer satisfaction regarding various services offered
by the bank.
3. To make recommendation on the basis of the findings of the study.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
SCOPE OF THE STUDY
The study helps to understand the present market positions of the customers, and how much
they are satisfied with the bank.
METHODOLOGY
This study mainly depends on primary data. Primary data are collected through questionnaires
and interview. The secondary data i.e., company records, journals, magazines and web sites are
also used for the study.
Sampling is a technique of inspecting or studying only a selected representives or adequate
fraction of the population. Hence, convenience sampling method is used because of location
and contacts with the units.
The method is used in everyday life. In this survey 50 customers are selected for sampling. The
sample tools adopted are questionnaire and interview schedule. A single customer represents a
sample.
DATA SOURCES
The sources of information are generally classified as primary and secondary.
(1) Primary
Primary data are collected by conducting face to face interview with respondents. This data
were also obtained by issuing questionnaires to the respondents.
(2) Secondary Data
Secondary data were collected mainly from company records and journals, magazines also
provided information about product and industry. Information from companies websites also
provided secondary data about plans and products.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
ANALYSIS TOOLS USED
Analysis tools used are percentage and diagrammatic representation.
LIMITATIONS
(1) Time allowed for the study was not sufficient to cover the market area.
(2) A small sample was selected and was restricted to kozhencherry. It might not be true
representation of whole market.
(3) Some did not respond properly to the questionnaire.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CHAPTER II
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Chapter II
REVIEW OF LITERATURE
INTRODUCTION
Customer or buyer is the central figure of all marketing activities. It is the consumer who
determines the growth, prosperity and even existence of a business enterprise. Hence the
marketer should always feel the pulses of consumers "The mind decides and the body acts". But
what goes on in the mind of a consumer is difficult to understand. His mind is black box were in
several influences operating to decide his buying patterns with regard to product or service. The
marketers need to understand fully the working of buyers' mind and use suitable strategies to
create a favorable orientation in the mind of consumers. He must plan his production and
distribution to meet the needs and convenience of consumers rather than his own. He must have
a clear understanding of consumer behaviour.
Who is a Customer?
"Customer is a person who buys goods or services for his own consumption for the satisfaction
of his needs". Thus "customer is an ultimate user of a product". But buyer or customer is a
person who buys goods either for resale or for production or for the use of somebody else/For
e.g.: if a man buys mango and is used by him to satisfy his hunger, he is called a consumer. But
if a man buys a saree and his wife uses it, he is called a buyer. Therefore the two terms
'consumer and buyer' are different in the true sense. However in the "Consumer Protection Act
1986" defines the term consumer includes buyers also.
Consumer behaviour
Market consists of buyers. Hence it is the behaviour of buyer that is central to an understanding
of markets. A business enterprise without having consumer understanding cannot fulfill its
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
obligation of consumer satisfaction. Marketers must study their customers' wants, preferences
and buying behaviour.
Such a study will produce clues for developing new products and for making changes in the
existing products and other marketing mix elements. .It is not the policies that bring changes in
the market, it's the behaviour of the consumers. The marketing programs and policies depend up
on the consumers' behaviour. The consumers' needs, attitudes and buying behaviour is ever
changing. The buying behaviour of consumers depends on certain factors like income, location,
sex, social status, psychology etc.
In the words of Walters and Paul, "Consumer behaviour is the process whereby individuals
decide what, when, where, how and from whom to purchase goods and services."
Customer satisfaction
Consumers are the largest of the activities of marketing department of a company. Today
business world recognize that "Consumer is the king". The primary reason for producing quality
product and delivering quality services is customer satisfaction. Without customer satisfaction
organizations are unlikely to measure their sales and revenue. Customer satisfaction is the result
of delivering a product or service that meets customer's requirements.
According to the "Journal of Advertising Research", customer satisfaction service is one of the
faster growing areas of market research. This is understandable even in the context of the Indian
market where we are moving towards market economy with customer on the central focus.
There are alternative definitions for customer satisfaction/dissatisfaction. It is a comparison of
customer expectations with perceptions regarding the service encounter.
The satisfaction of the customer is perhaps the most sensible objectives of business firms. Until
recently importance of consumption was overlooked. But now, business men are trying to
ascertain the preferences tastes, attitudes, etc of the customers. These business activities must be
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
turned in such a way as to secure maximum satisfaction of the customers. For the purpose all
the necessary information should be collected from the consumers.
In order to satisfy his needs and wants the customer purchases certain goods on the impression
that it would satisfy his needs and wants. If the product satisfies him, he will buy more and
more of the same product. He will also advertise about the product to others. If he is dissatisfied
he will stop consuming the product. Measuring customer's satisfaction is important because
25% of customers dissatisfied would be enough to stop doing business.
Peter Drucker observed that a company's first task is to "create customers". Satisfaction is the
person's feelings of pleasure or disappointment resulting from comparing a product's perceived
performance (outcome) in relation to his / her expectation. If the performance falls short of
expectation, the customer is dissatisfied. If the performances exceed expectation the customer is
highly satisfied or delighted. "Customer satisfaction is the level of persons felt state resulting
from comparing a product perceived performance in relation to the person's expectations."
Maslow's need hierarchy theory
Probably the most widely known theory of individual need and motivation comes from
Abraham Maslow, who was a clinical psychologist in U.S.A, Maslow, he suggested that every
individual has a complex set of exceptionally strong needs and the behaviour of an individual at
a particular moment is usually determined by his strongest need. According to psychologists,
human needs have certain priority. As the more basic needs are satisfied, the individuals seek to
satisfy the higher needs. If the basic needs are not satisfied, efforts to satisfy the higher needs
will be postponed. Maslow stated that people have five basic levels of needs which they tend to
satisfy in a hierarchical fashion. He proposed that human needs can be arranged in a particular
order from the lowest level need to the highest level need
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
.
Self Actualization Needs
Esteem Needs
Social Needs
Safety Needs
Physiological Needs
This need hierarchy can be explained as follows.
1. Physiological needs: - These are some bodily needs comprising of
hunger, thirst, shelter, clothing, air and other necessities of life.
2. Safety needs:- In today's civilized society, a person is usually protected from physical
danger or threats of violence etc. so that the safety and security needs dwell upon economic and
job security, security of source of income etc.
3. Social needs: - Social needs can be satisfied by being in the company of friends, relatives
or other group such as work groups or voluntary groups.
4.Esteem Needs:- Fourth in the hierarchy of needs is ego or self esteem needs which are
concerned with self respect, self confidence, recognition, appreciation, applause, prestige,
power and control.
5. Self Actualization needs: - At the top of the hierarchy is the need for any actualization or the
need to fulfill what a person considers to be the mission in his life.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Methods to measure customer satisfaction.
1. Complaint and Suggestion System:- A customer centered organization would make it easy
for its customer to deliver suggestions and complaint. Complaint boxes are popular nowadays.
2. Customer Satisfaction Survey:- Responsive companies obtain direct measures of customer
satisfaction by periodic surveys. They sent questionnaires to a random sample of the customers
to find out how they feel about various aspects of the companies' performance and also solicit
views on the competitors' performance. It is useful to measure the customers' willingness to
recommend the company brand to other persons. A high positive word of mouth score indicates
the company is producing his customer satisfaction.
3. Ghost Shopping:- Another useful way to gather a picture of customer satisfaction is to hire
persons to pose as potential buyers to report their findings on strong and weak points they
experienced in buying the company's and competitors products. These Ghost shoppers can even
pose certain problems to list whether the company's sales personnel handle the situation well.
4. Lost customer analysis:- Companies should contact customers who have stopped buying or
who have switched on to another supplier to learn why that happened.
Customer Retention
Today markets are totally different. These are characterized by intense competition and the
dividing line between a service and a good among competitors is minimal. If there is service
parity among the different service providers then the customers risk associated with brand
switching is minimized. When a firm considers the cost associated with winning new
customers, it is likely to realize that to make profit and avoid the continuous cycle of price
discount, it is better to increase the lifetime spending on the existing customers. Customer
retention is far more important than customer attraction.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Benefits of customer Retention.
Benefits of customer retention can be listed as follows.
1. Profit derived from sales
Customer retention can result in higher profits whatever might be the type of service claim.
2. Profit from reduced operating cost
Since long term customers know the service providers well, they tend to have lower
maintenance cost and require less attention.
3. Profit from referrals
Customers retention can give rise the word of mouth advertising by satisfied customers which
can bring in new business. Companies can retain the customers by providing a proper
perspective of the service to him, contacting him between service encounters. It can be a typical
birthday congratulations or an anniversary card.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CHAPTER – III
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Chapter III
INDUSTRY PROFILE
State Bank of Travancore (SBT) was originally established as Travancore Bank Ltd. in 1945
sponsored by the erstwhile Princely State of Travancore. Under a special statute of the Indian
Parliament (SBI subsidiary Banks Act 1959) it has been made an Associate of the State Bank of
India and a member of the State Bank Group, the largest banking group in India.
Regd. office/Head Office at: Poojapura, Trivandrum 695 012, Kerala state, India
Highlights
o More than 60 years of dedicated service
o History of uninterrupted profits and Dividend payments
o 130% dividend to shareholders
o Network of 726 branches and 460 ATMs spanning 16 states of the country
o Using World class technology through the implementation of 100%
Core Banking Solution
o Premier bank in Kerala state with 584 branches
o The Largest ATM Network in Home State
o Member of the Largest ATM network in the country
Internet Banking, E-Payments, Utility Bill Payments, Fee payments, E-Commerce etc
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Social Responsibility
• 550 Social circles provide selfless community service
• Free Medical Camps, Rehabilitation Programs, and distribution of free wheel chairs
• Programs for improving the facilities of orphanages, care homes, geriatric centres
• Programs for the benefit of the student community
• Eco-friendly smoke - free offices
Social Banking
Being a public sector bank, we are committed to the policies of the Government for social
development. We offer credit to the priority sectors and also the special schemes announced by
the Government.
Through the decades
(Rupees in lacs)
Year => Decembe
r
1981
Decembe
r
1991
March
2001
March
2008
March
2009
March
2010
Deposits 6449 4981224542
6
115727
9
353538
9
420419
2
Advance
s4142 29711
13334
8639750
281366
2
327109
3
Net 8 27 400 9749 38611 60784
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Profits
Branche
s218 475 608 671 710 726
Staff 3275 8199 12172 12172 11365 11365
PRIORITY SECTOR LENDING
The Bank is alive to its developmental role and actively participates in meeting need-based
requirements of Small Scale Industry (SSI), Agriculture and Small business. It has consistently
met the benchmarks for priority sector advances stipulated by the Government from time to
time. More than 40% of net bank credit is to the Priority sectors.
SMALL SCALE INDUSTRY
The Bank attaches priority to this vital sector and encourages technocrats and women
entrepreneurs. Bank’s Technical Consultancy Cell assists the small units in evaluation of
techno-economic feasibility of their projects. Bank has setup exclusive Small Scale Industries
(SSI) Branches for this sector.
AGRICULTURE
The Bank caters to the needs of farmers through its rural and semi-urban branches. We have
setup specialised Agricultural Development Branches (ADB) totally dedicated to agricultural
advances. The Bank also encourages allied activities such as dairy, poultry, piggery, fishery,
horticulture, etc., Schemes like Rabbit Plus for Rabbit rearing, Kamadhenu for rearing of
Calves and Heifers, Ksheerasamrudhi for dairy farming and Matsya Plus for Fish farming has
been introduced. Farm mechanisation and Agro based industries are given due attention too. We
have also introduced Kisan Credit Card Scheme, for the farmers to purchase agricultural inputs
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
and meet other productive needs. Bank also has launched 'Annapoorna Scheme' to extend
assistance to tenant farmers who are holding only leasehold rights over the land in which they
cultivate. Large areas of fallow lands are being brought under cultivation under this Scheme.
Rural Training Institute for Micro Finance has been established at Kalpetta in Wayanad district
during the year 2005, for imparting training to Micro entrepreneurs on an ongoing basis.
Agricultural Centralized Processing Centre (Agri.CPC) started at Palakkad to ensure prompt
and speedy sanction of loans to the eligible farmers in Palakkad District.
SPECIAL SCHEMES
We actively participate in special schemes announced by the Government like: PMRY (Prime
Ministers Rozgar Yojana), Women Empowerment scheme, Micro Credit - Self Help Groups
scheme etc. The Bank is actively involved in implementing Swarana Jayanthi Shahari Rozgar
Yojana which is aimed at providing self-employment to the urban poor.
FINANCIAL INCLUSION
'Janapriya Savings Account' - a special savings bank account, without any restriction of
minimum balance, was launched aiming at financial inclusion and extending banking facilities
to those so far deprived of it. Palakkad, Ernakulam, Alappuzha, Wayanad, Kasaragod,
Kottayam, Pathanamthitta and Thiruvananthapuram districts have been fully included under
'Financial Inclusion'.
Personal banking
Personal Banking services are offered to general public customers who wish to operate a bank
account for different purpose.
Deposit Schemes
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
SBT have a number of deposit plans to suit convenience and specific requirements of its
customers. The customers can choose from any of the following schemes that the bank offers.
Savings Bank Accounts
• Best suited for all classes of persons.
• Running account.
• Cheques, Drafts, Interest Warrants, Dividend warrants etc.., in Indian rupees and foreign
currencies in the personal names of the depositors can be collected and credited to these
accounts.
• Liberal withdrawal facilities.
• No Income Tax deduction at source on interest.
• Standing instructions for remittances of insurance premium, rent and similar payments carried
out.
• Minors above 10 years can open and operate the account.
• Nomination facility is available
• Quarterly Average Minimum Balance to be maintained in SB accounts is Rs.1000/- with
Cheque Book facility and Rs.500/- without Cheque Book facility
• Internet Banking/ATM/Mobile Banking Facilities are available
Current Accounts
• Running account with unlimited operational facilities.
• Minimum balance to be maintained is Rs. 3000/- for rural branches and Rs.5000/- for others.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
• Monthly statement of accounts made available.
• Standing instructions for remittances of insurance premium, rent and similar payments carried
out.
• Internet Banking Facility is available
Term Deposit Accounts
• Deposits for periods of 7 days to 120 months.
• Minimum deposit is Rs.1000/- and multiples Rs.100/-.
• Interest normally paid quarterly, half yearly, or yearly. Monthly payment can be had at
discounted rates.
• Loans are available upto 90% of the deposit, with interest 1% above the deposit rate.
• Minors above the age of 10 can deposit upto Rs.200000/- in their names independently.
• Premature withdrawal permitted with applicable penalty.
• Ideal investment for earning regular quarterly income without disturbing principal, and with
maximum liquidity and safety.
• The deposit will be renewed on due date for the same period.
• TDS is applicable, 15H/15G to be submitted for exemption.
SBT Reinvestment Plan(Special Term Deposits)
• Term Deposit accounts with automatic reinvestment of the accrued interest at quarterly
compounding till maturity of the principal. No interim withdrawal of interest and therefore
investment multiplies.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
• Loans upto 90%, with interest 1% above the deposit rates.
• Existing term deposit accounts can freely be converted to Special term deposit accounts and
vice versa.
• Minors above the age of 10 can deposit upto Rs.2,00,000/- in their names independently.
• Ideal for maximum returns, long term investment with safety and liquidity.
• Premature withdrawal permitted with applicable penalty.
• TDS is applicable, 15H/15G to be submitted for exemption.
Unit Deposit Scheme
• Amount deposited is held in units of Rs.1000/- each.
• Accounts can be opened with Rs.10,000/- and thereafter in multiples of Rs.1000/-.
• The salient feature of the scheme is that it allows the depositor to withdraw the deposit
partially in multiplies of Rs.1000/- without breaking his entire deposit.
• It can be opened as either Term Deposit or Special Term deposit accounts and interest
payments are as applicable to those schemes.
• Loans, Premature withdrawal and Nomination facilities are available.
Recurring Deposit Accounts
• Recurring deposit for periods ranging from 12 to 120 months with fixed monthly remittances.
• No Income tax deducted at source. Premature withdrawal is permitted.
• Minors above 10 years can open accounts in their name independently subject to the maturity
value not exceeding Rs.2,00,000/-.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
• Ideal for persons who can set apart a portion of their monthly earnings especially regular
monthly income earners; Traders, pensioners etc. An easy way to save money.
• Loans, Premature withdrawal and Nomination facilities are available.
• Penalty is applicable for delayed remittance.
Variable Deposit Scheme (Super Surplus)
• Recurring deposit scheme for a period of 12 months to 120 months, offers flexibility in the
amount of monthly remittance.
• Depositor can fix their core monthly instalment from Rs.100 to Rs.10000/p.m.
• Depositor can vary the monthly instalments and can deposit upto 10 times the agreed core
amount subject to maximum of Rs.100000/ per month.
• One remittance per month. No insistence on regular monthly payment.
• Interest credited to the account half yearly.
• Minors over 10 years can open in their name singly provided the maturity value does not
exceed Rs.2,00,000/-.
• No penalty for delayed remittance but if the number of remittance is less than 10 per year
Rs.10/- will be levied as penalty.
• Ideal for persons whose monthly savings vary from month to month and for those seeking
flexibility in remittances.
• Loans, Premature withdrawal and Nomination facilities are available.
Personal Loan Products
SBT we have a number of lending products to meet customers varied needs of funds.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Cash Key facility
• The most convenient method of obtaining advance against deposits.
• Unlimited withdrawals permitted in a Current account upto 90% of the deposit amount and
interest accrued.
• Cheque book facility is available.
• Interest charged on these loans will be 1% above the interest rate allowed on the deposit
irrespective of the amount, rate of interest and period.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Gold Loans
Conventional
• Loans against Gold ornaments.
• Rs.1250 per gram of gold for all types of jewellery (including hall marked jewellery).
• Amount of Loan - Maximum 10 lacs
• Period of loan - 6/12 months and can be further renewed
• Simple easy documentation.
Liquid gold - SBT Gold overdraft
• Overdraft facility against pledge of Gold ornaments, operated as a running account with
facility of cheque book.
• Rs.1250 per gram of gold for all types of jewellery (including Hall marked jewellery)
• Amount of Loan - Maximum 10 lacs
• Loans are granted for 6/12 months and can be further renewed.
Housing Loan
The purpose of housing loan is for construction, purchase / repair / renovation / alteration of a
house or for purchase of a plot for the construction of a house.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Persons Eligible
i. All Resident / Non-Resident Indians with a regular monthly income
ii. Spouses of Non-Residents, who are residents and receiving regular monthly income.
iii. Salaried persons, self employed businessmen, professionals and agriculturists, who have
regular monthly income and who have a minimum of three years of standing / experience in
their line of activity.
iv. The age should be such that the borrower is able to close the account before he attains the
age of 70.
Amount of Loan
i. 60 times of Net monthly income (NMI)/ Average monthly income (AMI) for individuals
upto 45 years of age.
ii. 48 times of Net monthly income (NMI)/ Average monthly income (AMI) for individuals
over 45 years of age
However the repayment obligation is restricted to Maximum 60% of the NMI/AMI.
Maximum amount of the loan is Rs.300 lacs.
Gyan Jyothi Education Loan
The scheme provides financial assistance to deserving meritorious students to pursue higher
education in India and abroad
Purpose
To meet the tuition and other fees \Examination \Library \Laboratory fee, cost of books\
purchase of Computers \equipments \instruments \uniforms and the cost of passage for studies
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
abroad. Caution Deposit, Building Fund, Refundable deposit subject to 10% of the Tuition Fee.
Any other expenses required to complete the course like study, tours, project work, thesis etc.
also be financed.
Sahaya Varsha
A clean demand loan to meet your short term funds/ financial needs for various
purchases/emergent requirements such as marriage, family functions, travel, education,
expensive medical treatment, operation etc.
Suvidha Loan
Loan against mortgage of immovable property. For personal needs such as marriage related
expenses, foreign travel, medical expenses etc.
Prasanthi
All Central Civil, Defense, Railway, Telecom, KSRTC (Kerala State Road Transport
Corporation), KSEB, KWA, Kerala Agricultural University, State and Bank Pensioners whose
pension accounts are maintained at our branches. Pension accounts include those accounts to
which Bank acts as the Pension Disbursing Officer and those accounts to which pension
amounts are received from DPDO.
Computer Loan
For purchase of home computers/PCs and other accessories like Printer/UPS etc.
31
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Car Loan
It is provided for both NRI and residential. Salaried and other regular income earners with a
minimum of 2 years standing/ experience in their line of activity can apply. Loan to spouse of
NRIs is based on the monthly income of the NRI.
Two Wheeler Loan
Salaried employees/pensioners, who are maintaining salary/pension accounts with us where
recovery of installment at source is possible.
NRI SERVICES
• Rupee Drawing Arrangements with 22 Exchange Companies and one bank.
• Money Trans - provides faster and speedy remittance facility from 6 exchange
companies
• SMS Alert facility for customers in Gulf Countries
• Centralised NRE Savings Bank Account Opening at NRI Branch Ernakulam
• NRI Helpdesk for resolving problems faced and attending complaints of NRIs
32
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CHAPTER IV
33
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CHAPTER III
DATA ANALYSIS AND INTERPRETATIONS
Table No. 1
Age group
Age Group No Percentage
18-25 8 16%
25-40 30 60%
40 and above 12 24%
Total 50 100%
Source : Primary data
Interpretation
According to this table 60% of customers who are having SBT Bank account were belonging to
the age group between 25-40. 24% belongs to the age group of 40 and above, 16% of
customers belong to the age group of 18-25. It shows that the most of SBT Bank account users
are from the age group of 25-40.
34
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No.1
Age group
18-25 24-40 40 and above0
10
20
30
40
50
60
16
60
24
Age
Perc
enta
ge
Source : Primary data
35
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No. 2
Gender of customers
Sex No Percentage
Male 32 64%
Female 18 36%
Total 50 100%
Source: Primary data
Interpretation
The table reveals that about 64% of the customers were males and only 36% of the customers
were females.
36
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No. 2
Gender of customers
Male; 64%
Female; 36%
Source : Primary data
37
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No. 3
Occupation of the customers
Occupation No Percentage
Students 3 6%
Employees 31 62%
Business 10 20%
Others 6 12%
Total 50 100%
Source: Primary data
Interpretation
It explains that 62% of customers are employees. 20% of customers are doing business. 12% of
customers are belonging to other category and only 6% of the customers belong to the category
of students.
38
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No. 3
Occupation of the customers
Students6%
Employees62%
Business20%
Others12%
Source : Primary data
39
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No.4
Income group of customers
Income Group No Percentage
Below 10,000 11 22%
10,000-15,000 26 52%
15,000-20,000 9 18%
Above 20,000 4 8%
Total 50 100%
Source : Primary data
Interpretation
The table shows that 52% of the respondents are of the monthly income group of 10,000-
15,000. 22% of the customers are in the income group of below 10,000. The table also shows
that 18% of the customers from the income group of 15,000-20,000 and only 8% of respondents
belongs to the income group of above 20,000.
40
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No. 4
Income group of customers
Below 5000 5000-10000 10000-15000 Above 150000
10
20
30
40
50
60
22
52
18
8
Income group
Perc
enta
ge
Source : Primary data
41
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 5
Type of account
Source: primary
data
Interpretation
The table shows that 48% of people using savings bankA/c, 2% people using current
account,46% of people using fixed account and 4% of people using reccuring deposit
42
Years NoPercentage
Saving bank 24 48%
Current account 1 2%
Fixed account 23 46%
recurring 2 4%
Total 50 100%
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No. 5
Type of account
excelent good satisfactory bad05
10152025303540
Bank A/c
Series1
Bank A/c
Bank
A/c
Source : Primary data
43
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 6
Term of 0peration of SBT account
Years NoPercentage
Less than 1 year 10 20%
1-3 years 12 24%
3-5 years 21 42%
Above 5 years 7 14%
Total 50 100%
Source: primary data
interpretation
From the above table, 20% of the respondent is operating SBT account for less than 1 year,
24% have been operating for about one to three years; 42% have operates the account for 3 to 5
years; and 14% have been operating for more than 5 years.
44
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No 6
Term of 0peration of SBT account
Less than 1 year1-3 years3-5 yearsAbove 5 years
Source : Primary data
45
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 7
Withdrawal service preferred by the customers
Opinion No Percentage
ATM 36 72%
Bank 12 24%
Online Banking 2 4%
Mobile Banking 0 0%
Total 50 100%
Source: primary data
Interpretation
Out of the 50 customers interviewed 72% of the customers preferred to use ATM for cash
withdrawal, 24% preferred direct bank service, 4% preferred online banking service for various
transactions.
46
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 7
Withdrawal service preferred by the customers
ATM Bank Online Banking Mobile Banking
72%
24%
4%0%
Source : Primary data
47
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 8
Customer satisfaction with Withdraw cash from SBT ATM
Opinion No Percentage
Always 38 76%
Not Always 12 24%
Total 50 100%
Source: primary data
Interpretation
76% of the customers who used ATM service for cash withdrawal was able to withdraw cash
from ATM’s without any problem, but 24% responded that they could not able to withdraw
cash from Atm
Figure No 8
48
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Customer satisfaction with Withdraw cash from SBT ATM
always not always
Series1 76 24
5
15
25
35
45
55
65
75
Chart Title
Source : Primary data
49
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 9
Customers Opinion about Queue’s in Front of ATM’s
Opinion No Percentage
Yes 33 66%
No 17 34%
Total 50 100%
Source: primary data
Interpretation
A majority 66% of the customers had the opinion that they had to wait in queue in front of
ATM for cash withdrawal, and 34% have said that they need not wait in queue in front of ATM
for cash withdrawal.
50
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No 9
Customers Opinion about Queue’s in Front of ATM’s
Yes No0%
10%
20%
30%
40%
50%
60%
70%
66%
34%
51
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 10
Table No 10.1
Customers opinion about Customer relation By bank
Opinion No Percentage
Excellent 42 84%
Good 6 12%
Satisfactory 2 4%
Bad 0 0%
Total 50 100%
Source: primary data
Interpretation
With the banks customer relation 84% of the customers says the banks is excellent, 12% say
good, 4% say satisfactory, and none said it was bad.
52
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No 10.1
Customers opinion about Customer relation By bank
Excellent Good Satisfactory Bad
84%
12%
4%0%
Source : Primary data
53
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 10.2
Customers opinion about deposit schemes of the bank
Opinion No Percentage
Excellent 34 68%
Good 11 22%
Satisfactory 5 10%
Bad 0 0%
Total 50 100%
Source: primary data
Interpretation
68% of the respondents said, the bank had excellent deposit schemes; 22% said good; 10% had
a satisfactory response; and none had a bad response.
54
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig no 10.2
Customers opinion about deposit schemes of the bank
Excellent Good Satisfactory Bad0%
10%
20%
30%
40%
50%
60%
70%
68%
22%
10%
0%
Source: primary data
55
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 10.3
Customers opinion about bank premises
Opinion No Percentage
Excellent 32 64%
Good 12 24%
Satisfactory 4 8%
Bad 2 4%
Total 50 100%
Source: primary data
Interpretation
About the bank premises, 64% of the respondents gave an excellent response; 24% said it had a
good premises, a satisfactory response was given by 8% of the respondents and notable 4%
responded as bad premises
56
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No 10.3
Customers opinion about bank premises
Excellent Good Satisfactory Bad0%
10%
20%
30%
40%
50%
60%
70%64%
24%
8%4%
Source : Primary data
57
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 10.4
Customers opinion about Financial advice By bank
Opinion No Percentage
Excellent 28 56%
Good 8 16%
Satisfactory 8 16%
Bad 6 12%
Total 50 100%
Source: primary data
Interpretation
The bank gives excellent financial advice since, 56% of the respondents responded so. And
16% say it is good and satisfactory respectively; 12% say it is bad.
58
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No 10.5
Customers opinion about Financial advice By bank
Excellent Good Satisfactory Bad0%
10%
20%
30%
40%
50%
60%56%
16% 16%12%
Source : Primary data
59
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 11
Priority
Opinion No Percentage
Yes 0 0%
No 50 100%
Total 50 100%
Source: primary data
Interpretation
From the table we can understand that in SBT nobody gets more priority
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No 11
Priority
yes no0
10
20
30
40
50
60
70
80
90
Series1
Source : Primary data
61
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 12
Customers Opinion About the attitude of the employees
Opinion No Percentage
Friendly 24 48%
Supportive 13 26%
Aggressive 13 26%
Total 50 100%
Source: primary data
Interpretation
48% of the respondents said that attitude of the employees was friendly, 26% said they
were supportive and aggressive respectively
62
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No 12
Customers Opinion About the attitude of the employees
Friendly48%
Supportive26%
Aggressive26%
Source : Primary data
63
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 13
Clearance of out station Cheque
Opinion No Percentage
Yes 29 58%
No 21 42%
Total 50 100%
Source: primary data
Interpretation
42% of customers respond that they are not satisfied with the clearance of out station cheque
but 58% of customers said that they are satisfied with the clearance of outstation cheque
64
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Figure No 13
Clearance of outstation Cheque
78%
22%
yes no
Source: primary data
65
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 14
Which sector bank you prefer
Opinion No Percentage
New generation bank 30 60%
Central govt 20 40%
Total 50 100%
Source: primary data
Interpretation
60% of people prefer new generation bank, 40% peoples prefer central govt banks
66
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No 14
Which sector bank you prefer
new generation bankcentral government
Source: primary data
67
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 15
Have you been to a new generation bank
Opinion No Percentage
yes 40 80%
no 10 20%
Total 50 100%
Source: primary data
Interpretation
80% of people said that they went to new generation bank,20% of people said that they didn’t
went to new generation bank
Fig No 15
68
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Have you been to a new generation bank
yes78%
no22%
Source: primary data
69
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 16
Do you have an Account in New Generation Bank?
Opinion No Percentage
yes 40 80%
no 10 20%
Total 50 100%
Source: primary data
Interpretation
80% of people said that they have an Account in new generation bank,20% of people said that
they didn’t have an Account in new generation bank
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig no 16
Do you have an Account in New Generation Bank?
yes no0
10
20
30
40
50
60
70
80
90
yes; 78
no; 22
Source: primary data
71
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table no 17
Rating the service of new generation bank
Opinion No Percentage
Excellent 15 30%
good 12 24%
Satisfactory 20 40%
Bad 3 6%
Total 50 100%
Source: primary data
Interpretation
30% of customers said that the new generation bank gives excellent service,
24% of customers said that the new generation bank gives good service,
40% of customer said that the new generation bank gives satisfactory service,
3% of customer said that the new generation bank bank gives bad service
Fig no 17
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Rating the service of new generation bank
excelent good satisfactory bad0
5
10
15
20
25
30
35
40
45
30
24
40
6
Series1
Source: primary data
Table No 18
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Will You Recommend
Opinion No Percentage
YES 45 90%
NO 5 10%
Total 50 100%
Source: primary data
Interpretation
90% of people recommend their friend and relatives to make anew account.10% people will not
recommend their friends and relatives
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No 18
Will You Recommend
YES
NO
0
10
20
30
40
50
60
70
80
90
Source: primary data
75
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Table No 19
Satisfied
Opinion No Percentage
YES 39 78%
NO 11 22%
Total 50 100%
Source: primary data
Interpretation
39% of customer satisfied with the bank services but 22% of people not satisfied with the bank
services
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Fig No 19
Satisfied
yesno
Source: primary data
77
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CHAPTER V
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
chapter v
FINDINGS AND SUGGESTIONS
FINDINGS
According to this table 60% of customers who are having SBT Bank account were
belonging to the age group Between 25-40. 24% belongs to the age group of 40 and
above, 16% of customers belong to the age group of 18-25. It shows that the most of
SBT Bank account users are from the age group of 25-40.
The table reveals that about 64% of the customers were males and only 36% of the
customers were females.
It explains that 62% of customers are employees. 20% of customers are doing business.
12% of customers are belonging to other category and only 6% of the customers belong
to the category of students.
The table shows that 52% of the respondents are of the monthly income group of 10,000-
15,000. 22% of the customers are in the income group of below 10,000. The table also
shows that 18% of the customers from the income group of 15,000-20,000 and only 8%
of respondents belongs to the income group of above 20,000.
The table shows that 48% of people using savings bankA/c, 2% people using current
account,46% of people using fixed account and 4% of people using reccuring deposit
From the above table, 20% of the respondent is operating SBT account for less than 1
year, 24% have been operating for about one to three years; 42% have operates the
account for 3 to 5 years; and 14% have been operating for more than 5 years.
Out of the 50 customers interviewed 72% of the customers preferred to use ATM for cash
withdrawal, 24% preferred direct bank service, 4% preferred online banking service for
various transactions.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
76% of the customers who used ATM service for cash withdrawal was able to withdraw
cash from ATM’s without any problem, but 24% responded that they could not able to
withdraw cash from Atm
A majority 66% of the customers had the opinion that they had to wait in queue in front
of ATM for cash withdrawal, and 34% have said that they need not wait in queue in front
of ATM for cash withdrawal
About the bank premises, 64% of the respondents gave an excellent response; 24% said it
had a good premises, a satisfactory response was given by 8% of the respondents and
notable 4% responded as bad premises
From the table we can understand that in SBT nobody gets more priority
48% of the respondents said that attitude of the employees was friendly,
26% said they were supportive and aggressive respectively
42% of customers respond that they are not satisfied with the clearance of out station
Cheque but 58% of customers said that they are satisfied with the clearance of outstation
Cheque
60% of people prefer new generation bank, 40% peoples prefer central govt banks
80% of people said that they went to new generation bank,20% of people said that they
didn’t went to new generation bank
80% of people said that they have an Account in new generation bank,20% of people said
that they didn’t have an Account in new generation bank
30% of customers said that the new generation bank gives excellent service,
24% of customers said that the new generation bank gives good service,
40% of customer said that the new generation bank gives satisfactory service,
3% of customer said that the new generation bank bank gives bad service
90% of people recommend their friend and relatives to make anew account.10% people
will not recommend their friends and relatives
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
39% of customer satisfied with the bank services but 22% of people not satisfied with the
bank services
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
SUGGESTIONS
On the basis of the findings of the study, the following suggestions can be put forward for
increasing customer satisfaction and their by increasing the number of customers.
1. The Bank can conduct training and awareness programme for using ATM facilities.
2. A seminar can be conducted for customers for informing them about online banking services
and mobile banking services. So it will be helpful for customers for easy money transfer and
easy transactions.
3. General people should be educated on money saving habits.
4. Conduct seminars on various deposit schemes offered by the bank.
5. The Bank should add more counters and drop in boxes.
6. Various deposite and pay in slips should be maintained without shortage.
7. The Bank can increase the number of ATM counters.
8. The ATM counters should be well maintained so people can withdraw cash at any time.
9. Conducting economic survey is an aid to promote business.
10. More advertisement can be given for promotional activities.
11. Attitude towards the customers is an important part in the business. So management should
take initiative to it.
12. Continuous contact (through phones, mail or person) are preferred by the customers. So it
will strengthen the relationship between customer and the management.
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Questionnaire
A Study on the “Customers Satisfaction of SBT ” with Special Reference to SBT
Kozhencherry Branch
Name:.......................................................
Address:…..
……………………………………………………………………………………………………
……………………………………………………………………………………………………
………
Age: a) 18-25 b) 25-35 c) 35-50 d) Above 50
Sex: M/F
1. Occupation
Students
Professionals
Business
Others
2. What type of account do you have?
Saving Bank account
Current Account
Fixed Account
Recurring Deposit
3. Income group of the customer
Below 10,000
10,000-15,000
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
15,000-20,000
Above- 20000
4. How long have you been operating SBT Bank account?
Less than 1 year
1 to 3 years
3 to 5 years
Above 5 years
5. Which service do you use often?
ATM
Bank
Online Banking
Mobile Banking
6. Are you able to withdraw cash from SBT ATM?
Always
Not Always
7. Do you need to wait in queue to withdraw cash from ATM
Yes
No
8. Do you find it easy to get loan from your bank?
Yes
No
9. How do you rate the following
Sl. No Attribute Excellent Good Satisfactory Bad
1 Customer Relation
2 Deposit Scheme
3 Bank Premises
84
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
4 Financial advice
10.Did you get any priority
Yes
No
11. How was the attitude of the bank employees towards you?
Friendly
Supportive
Aggressive
12.Are you satisfied with the clearance of outstation Cheques?
Yes
No
13.Which sector bank do you prefer?
New Generation Banks
Central Govt. Banks
14.Have you been to a new generation banks?
Yes
No
15.Do you have an account with a new generation bank?
Yes
No
16.How do you rate the service of a new generation bank
Excellent
Good
Satisfactory
Bad
17.Will you recommend your friend or relative to open an account with SBT?
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A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
Yes
No
18. Are you satisfied with the banks service
Yes
No
Your suggestions: ……………………………………………………..
…………………………………………………………………………… .
THANK YOU FOR SPENDING YOUR VALUABLE TIME.
86
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
CONCLUSION
87
A Study on the “Customers Satisfaction of SBT” with Special Reference to SBT Kozhencherry Branch
BIBLIOGRAPHY
Agarwal Sangeeta, "Marketing Management", Global business Press, 1998, First edition
reprint.
Gupta Santhosh, "Research Methodology and Statistical Techniques", Deep publications,
New Delhi, 1999.
Kotler Philip, "Marketing Management", Prentice Kail of India Private Ltd, New Delhi,
2002, Tenth Edition
Levine. M. David, Krebbiel. C. Timothy, Berenson. L. Mark, "Business Statistics",
Pearson Education, Second Edition.
Malhotra. K. Naresh, "Marketing Research", Pearson Education Asia, 2001, Third
Edition.
Ramesh Kumar. S., "Marketing Nuggets", Vikas Publications House Private Ltd, 1998.
Saxena Rajan, "Marketing Management", Tata Me Graw Hill Publication Company Ltd,
New Delhi, 1997, 8. Tull. S. Donnald and Hawkins. I. Del, "Marketing Research,
measurements and Methods", Prentice - Hail of India Private Ltd, New Delhi, 1998, 6 th
Edition.
Websites :-
www.sbt.com
88
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