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CHAPTER V

ANALYSIS & INTERPRETATION


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ANALYSIS AND INTERPRETATION

For evaluating the quality of customer service in KMB,a number of critical variables are

selected for conducting an in depth analysis. The results of the analysis are presented in the

following sections.

ACCOUNTS MAINTAINED

Table 4.1

Nature of No. of Percentage

account reson!ents

Savings ban !" !"

#urrent!$ !$

accounts

%ecurring& &

deposit

Special term& &

deposit

#ash credit '! '!

Term loan ( (

)ousing loan & &

#ar loan " "

Total '** '**

percentage

+*

!$

!*


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'$

'*

$

*

Savings ban

#urrent accounts

%ecurring deposit

Special term

deposit

#ash credit

Term loan

)ousing loan

#ar loan

C"art No #.$

Inference

t can be seen from the above table that !"- of the respondents maintain saving

ban account in the ban. !- of them maintain the current account and &- maintains the

recurring deposit. /nly &- of the respondents eep special term deposit and '!- are the

holders of cash credit. 0hile (- of the respondents have a term loan, &- have housing loan.

%emaining "- are having car loan.


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A%ARENESS AOUT THE SERVICES PROVIDED Y 'M LI'E ATM(CREDIT( AND INTERNET AN'IN) ETC.

Table 4.2

Resonse

No. of

Percentagereson!ents

Strongly agree $. $.

Somewhat agree +' +'

1isagree & &

Strongly disagree ( (

2eutral * *

Total '** '**

Percentage

"*

$*

*

+*

!*

Strongly agree

Some what agree

1isagree

Strongly disagree

2eutra

'*

*

C"art No #.*


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Inference

$- of the respondents strongly agree that they are aware about the services

provided by KMB lie 3TM, #redit cards, nternet Baning etc. +'- of the respondents

somewhat agree. 0hile &- of them disagree this and (- of the respondents strongly disagree

this.

Interretat+on

Ma4ority of respondents are aware about the various services that provided by KMB.

EDUCATION %ISE CLASSI,ICATION

Table 4.3

E!ucat+onNo. of


S.S.5.# +" +"

Secondary !! !!

6raduate '. '.

7ost graduate & &

/ther !* !*

Total '** '**

Percentage

*

+$

+*

!$

!*

'$

'*

$*

S.S.5.#

Secondary

6raduate

7ost graduate

/ther


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C"art No #.-

Inference

)aving regard the qualification wise classification it can be seen from theabove table that +"- of the respondents are matriculate. !!- of them are a level of secondary.

0hile '- are graduates, &- are postgraduate and other !*- are of having other qualification

.

Interretat+on

Ma4ority of the KMB customers are underqualified so they are not aware about

the various schemes 8 products of KMB.RESPONSE O, THE STA,, ,OR LOANS

Table 4.4

ResonseNo. of


Strongly agree !. !

Some what +& +&agree

1isagree '" '"

Strongly'* '*

disagree

2eutral '! '!

Total '** '**


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Strongly agree

.*

Some what agree

+$1isagree

+*Strongly disagree

!$2eutral

!*

'$

'*

$

*

C"art No #.#

Inference

t can be seen that !- of the respondents strongly agrees that whenever

they contacts staff of KMB for loans, the respond were positive. 0hile +&- of them somewhat

agree, '"- of the respondents disagrees to it. '*- of the respondents strongly disagree that the

response of the staff of KMB were not positive whenever they contacted for loans.

Interretat+on

Most of the respondents are satisfied with loan procedure of KMB because Ban

provides them repayment facilities, quic processing of loans 8minimum interest for loans.


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PER,ECTION O, THE TRANSACTIONS DONE Y USIN) ATM

Table 4.5

ResonseNo. of


Strongly agree !$ !$

Some what+' +'

agree

1isagree !* !*

Strongly!+ !+

disagree

2eutral ' '

Total '** '**

Percentage


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Strongly agree

Some what agree

+$ 1isagree

+*Strongly disagree

!$

2eutral

!*

'$

'*

$

*

C"art No #.


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Inference

)aving regard the perfection, it can be seen from the above table that !$- of

the respondents strongly agrees that there e9ist perfection of the transactions done by using 3TM

Baning. +'- of the respondents some what agree to this. 0hile !*- of them disagree to this,

!+- of the respondents strongly disagree this.

Interretat+on

Ma4ority of customers are satisfied with 3TM usage but so much percentage is

dissatisfied this is due to in case of customer require higher amount withdrawal which may not

be possible in single day through 3TM.

A%ARENESS THROU)H ,ORMS & ROCHURES

Table 4.6

ResonseNo. of


Strongly agree '" '"

Some what+( +(

agree

1isagree !: !:

Strongly'" '"

disagree

2eutral ! !

Total '** '**


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Percentage


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Strongly agree

.*

Some what agree

+$1isagree

+*Strongly disagree

!$2eutral

!*

'$

'*

$

*

C"art No #./

Inference

From the above table it can be seen that '"- of the respondents strongly agrees

that the forms and brochers provided by KMB is made them aware about all the schemes and

services. 0hile +(- of the respondents some what agree, !:- of them disagree this. '"- of the

respondents strongly disagree this. %emaining !- neutral and according to them the forms and

brochers provided by KMB made did not create any awareness about all the schemes and

services.

Interretat+on

Ma4ority of customers are not satisfied by brochers 8forms provided by KMB

because it does not mention the information regarding different schemes available to different

segments of customers.


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TIME ,OR OPEN AN ACCOUNT

Table 4.7

ResonseNo. of

PercentageReson!ents

Strongly agree +& +&

Some what agree !( !(

1isagree '& '&

Strongly disagree '* '*

2eutral ( (

Total '** '**

Percentage

*

+$

+*

!$

!*

'$

'*

$

*

Strongly agree

Some what agree

1isagree

Strongly disagree

2eutral

C"art No #.0


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Inference

The above table reveals that +&- of the respondents strongly agrees that the time

taen by KMB to open an account was satisfying. !(- of the respondents some what agree to

this. 0hile '&- of the respondents disagrees to this, while '*- of them strongly disagrees.

%emaining (- of them that they did not have such satisfaction.

Interretat+on

Ma4ority of respondents are satisfying by account opening time of KMB this will

show that Ban employees are so responsive towards customer to deliver a ;uality service.

A%ARENESS AOUT THE USE O, MOILE AN'IN) ,ACILITY

Table 4.8

ResonseNo. of


Strongly!( !(

agree

Some what+* +*

agree

1isagree !+ !+

Strongly'! '!

disagree

2eutral & &

Total '** '**


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Percentag


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Strongly agree

+*

Some what agree

!$

1isagree

Strongly disagree

!* 2eutral

'$

'*

$

*

C"art No #.1

Inference

From the above table it can be seen that !(- of the respondents strongly agrees

that they are aware of using mobile baning facility. +*- of them some what agree. 0hile !+-

of the respondents disagree this '!- of the respondents strongly disagrees, remaining &- neutral

this that they do not have such awareness

Interretat+on

Ban should promote Mobile Baning Facility to its customers by

conducting various promotional programmes inside the bans


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Perce

ntage


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Strongly agree

.*

Some what agree

+$1isagree

+*Strongly disagree

!$2eutral

!*

'$

'*

$

*

C"art No #.$3Inference

From the above table it can be seen that &- of the respondents strongly agrees

that they are satisfied with the baning time of KMB. +(- of them are some what agrees. 0hile

!$- of the respondents disagrees this, +*- of them strongly disagree this.

Interretat+on

Ma4ority of respondents are not satisfying with current baning time of KMB,so ban should open its branches from : am to ( pm and also open more counters during rush

hours.


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)ENERAL EHAVIOR O, ,RONT LINE STA,,

Table 4.11

ResonseNo. of


Strongly agree .! .!

Some what agree '! '!

1isagree +! +!

Strongly disagree $ $

2eutral * :

Total '** '**

Percentage

$

*

+$

+*

!$

!*

'$

'*

$

*

Strongly agree

Some what agree

1isagree

Strongly disagree

2eutral

C"art No #.$$

Inference

t can be seen from the above table that strongly agrees

that the general behaviour of front line staff in KMB was good. !'- of

the respondents some what agrees that it was good. 0hile +!- of them

disagrees and according to them it was not good, only $- of the

respondents strongly disagrees this.


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Interretat+on

/nly !- of customers are satisfied with 6eneral Behavior of Front 5ine Staff of

KMB , ma4ority of customers are not satisfied because Front 5ine Staff has managed many

customers at a time, Since it is main branch lot of wal


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C"art No #.$*

Inferencet can be seen from the above table that '- of the respondents strongly agrees

that whenever they approached the staff with a question they respond properly. +&- of the

respondents somewhat agree this, while !*- of the respondents disagree this, remaining !&- of

them strongly disagree this.

Interretat+on

Most of customers are not satisfied with ban=s customer=s enquiry, so KMBshould give proper nowledge 8 awareness to their staff regarding their products 8 services so

they can give sufficient clarification for all quarries that arise from customers.


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SU))ESTIONS ,OR IMPROVIN) 5UALITY O, SERVICES

Table 4.13

Suggest+on No. of reson!ents Percentage

Minimi>ation of* *

service time

Better customer care ": ":

Better communication!' !'

of product detail

Modern technology '* '*

Total '** '**

Percentage

(*

"*

$*

*

+*

!*

'*

*

Minimi>ation of service time

Better customer care

Better communication of productdetail

Modern technology

C"art No #.$-


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Inference

t can be seen from the above table that according to ":- of the respondents better

customer care is the suggestion for improving quality of services. 3ccording to !'- of the

respondents better communication of product detail is the suggestion. 3ccording to '*- of them

modern technology is the suggestion. 2one of the respondents put forward the suggestion of

minimi>ation of service time.

Interretat+on

Most of respondents are demanded that KMB Should better its customer care in

order to attain the customer with more pleasing nature, willing to help them etc.

DEPOSITS AND ADVANCES SCHEMES O, 'M

Table 4.14

ResonseNo. of


Strongly agree +( +(

Some what agree !$ !$

1isagree '" '"

Strongly disagree '' ''

2eutral + ''

Total '** '**


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Percentag

e


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Strongly agree

.*Some what agree

+$1isagree

+*Strongly disagree

!$ 2eutral

!*

'$

'*

$

*


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C"art No #.$#

Inference

The above table shows that +(- of the respondents strongly agrees that thedeposits and advance schemes provided by KMB is satisfying. !$- of the respondents some

what agrees to this. 0hile '"- disagree this, ''- strongly disagree and remaining +- neutral

this.

Interretat+on

Ma4ority of customers are satisfied with 1eposit 8 3dvance schemes of

ban. t will help the ban to establish new leads 8 to have new customers with reference totheir e9isting customers.

MISTA'ES MADE Y STA,, O, 'M

Table 4.15

Resonse No. of reson!ents Percentage

Strongly agree '$ '$

Some what agree !! !!

1isagree " ."

Strongly disagree '( '(

2eutral * *

Total '** '**


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Inference

3s from the above table it can be seen that '$- of the respondents strongly

agrees that the staff of KMB has made mistaes in their wor. !!- of the respondents somewhat

agree to this? 0hile "- of them disagree this. '(- of the respondents strongly disagree that

the staff of KMB did not maes any mistaes in their wor.

Interretat+on

"+- of customers are disagree the fact that KMB staff has done any mistaes

while in transaction, it show the ban providing e9cellent service to their customers in a

customi>ed manner to eep its customer 8 to survive in competitive baning environment.


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C"ater6

,+n!+ngs & Conc7us+ons


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The above chart gives a clear e9planation regarding the #ash Management infrastructure

provided by all the three sectors. The networ, technology and the corporate relationship services

provided by all the three sectors are highly sophisticated and good but the scalability, mareting

provided by the 7ublic sector is low in terms of the 7rivate and M2# sector. 3s well as the

services provided by the public sector is not fairly good and up to the standard. 3s #ash

management is constantly changing to meet the needs of the corporate treasurer. The challenge

for both corporation and provider is to eep up with developments, technology, changing

regulations and fitting these in with normal business. 3 changing regulatory environment, new

technology and mergers that e9pand the scope of traditional baning are redefining the

traditional treasury management paradigm for both bans and corporations. @lectronic commerce

is evolving far beyond simply ordering goods online or buyer


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The above #hart gives the e9planation of the S0/T analysis and the competition in the cash

management services in the maret. t tells about the products offered and the services it

provides.

I8ortance of Cas" Manage8ent for a Cororate Ent+t:


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For instance, availability of requisite bandwidth for nternet connection is still a problem faced

by various financial institutions. 0ith a highly technology savvy there are several e9citing new

opportunities for both user and provider in the cash management arena. #ash management

worldwide is constantly evolving to meet the needs of the corporate treasurer, tae advantage of

new technology and support customers as they move into new marets.

The challenge for both company and service provider is to eep up with developments in

technology and changing regulations and espouse them to their normal business. The ey to

success will be active partnerships between corporations and their providers as no one will be

able to eep up with all developments on their own.

Because of the mounting importance of fee


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ILIO)RAPHY

Internet> %e?s+tes

1. WWW.AMFIINDIA.COM

2. WWW.BSEINDIA.COM

3. WWW.YAHOO.FINANCE.COM

oo;s>

'< ntroduction to operation %esearch By )amdy3.Taha

!< ntroduction of operation %esearch By .K.Sharma

+< 5earning operation %esearch By S.K aiswal

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