customer perception on the services of public sector banks and private sector banks in lucknow

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FIELD SURVEY REPORT ON CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR BANKS AND PRIVATE SECTOR B ANKS IN LUCKNOW . Submitted in Partial Fulfillment of the Requirement for the award of Post Graduate Diploma in Management SUBMITTED TO : SUBMITTED BY: Dr. Dharmendra Singh Shiv Bhola (Associate Professor) PGDM IInd Sem. PG/09/37

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Page 1: CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR BANKS AND PRIVATE SECTOR BANKS IN LUCKNOW

FIELD SURVEY REPORT

ON

CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR BANKS AND PRIVATE SECTOR B ANKS IN LUCKNOW

.

Submitted in Partial Fulfillment of the Requirement for the award of

Post Graduate Diploma in Management

SUBMITTED TO : SUBMITTED BY: Dr. Dharmendra Singh Shiv Bhola (Associate Professor) PGDM IInd Sem. PG/09/37

SCHOOL OF MANAGEMENT, SCIENCES LUCKNOW

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CERTIFICATE

Certified that this Survey Project Report entitled “……………………… …………………………………………………………………” has been prepared by Mr. /Ms. …………………………………………. of PGDM Semester-II class during the session ………………………….. Under my supervision.

The Survey Project Report is upto the standard and I forward it to the Director, S.M.S. for getting it evaluated as per the ordinances governing the PGDM course.

…………………………

(Signature of the supervisor)

Date: ………………. ………………………....

(Designation)

…….…………………

(Director)

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DECLARATION

I hereby declare that this Research is conducted only for Academic purpose. This is not conducted for any commercial purpose and it is not going to be published anywhere.

This Research is fully true according to best of my knowledge.

SHIV BHOLA PGDM 2nd Sem. SMS, Lucknow.

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TABLE OF CONTENT

4

CONTENT PAGE NO.

Acknowledgement 5-6

Preface 7-8

Introduction 9-16

Research Objectives 17-18

Research Methodology and Design

19-20

Data Analysis and Interpretation

21-66

Limitations 67-68

Suggestions 69-70

Conclusions\ 71-72

Conclusions 73-74

Annexure 75-77

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ACKNOWLEDGEMENT

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ACKNOWLEDGEMENT

Research work is a combine effort, so one should thank who have helped in making

this report effective and purposeful. Hence, I would thank all people who have been

instrumental in helping me to prepare this report.

It is a great pleasure for me to be assigned this topic. First of all, I would like to

thank God who showered his blessings upon me in each and every step. I am

immensely grateful to Director, Prof Mr. SUDHIR SARAN for providing us

available opportunity to prove our skills and shoulder the responsibilities .I am

highly grateful to him for his consistent guidance and inspiration. I would also like

to extend my whole hearted gratitude towards my Survey Mentor Associate prof. Dr.

DHARMENDRA SINGH faculty member, SMS for his valuable support, guidance

and encouragement.

I would like to thank all my teacher, staff members, and Library members for their

valuable advice and guidance which help me to make this report effective,

interesting and purposeful.

I especially wish to thank all my respondents and my friends for their valuable

support unless completing this report would not have been possible.

SHIV BHOLA

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PREFACE

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PREFACE

The Indian banking industry is passing through an exciting growth phase. The surge in the real economy, which has grown at over 8% in the past three fiscals, has provided significant growth opportunities for the sector.

The rising personal incomes of the population have provided banks numerous opportunities for product development and distribution innovations.

India has a robust banking structure characterized by three major bank groups, viz., Public Sector Banks, Private Sector Banks and Foreign Banks, and a large network of branches.

Basic objective of any business is to maximize profit. Energy industrial or service

oriented operation runs itself for the accomplishment of smooth return with least

expenditure. For this purpose in this highly competitive world it becomes very

important for the product or services to sell it with fighting the existing conditions.

Today companies work is a war zone of rapidly changing competition technological

advancements and other policies which keeps on changing by the regulatory

authorities, so to run business successfully and profitably it is essential that company

must keep re-examining their strategies through continuous market studies.

A questionnaire was carefully prepared and thereafter an extensive survey

was conducted in different parts of Lucknow. Data and results obtained from this

survey has been carefully analyzed and incorporated in this report suggestions based on

this survey.

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INTRODUCTION

ABOUT BANK

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A bank is a financial institution that accepts deposits and channels those deposits into lending activities. Banks primarily provide financial services to customers while enriching investors. Government restrictions on financial activities by banks vary over time and location. Banks are important players in financial markets and offer services such as investment funds and loans.

The bank is broadly classifies in two sector public sector bank and private sector bank. Public sector banks are those banks run under the control of government and their prime motive is the welfare of the general public. Whereas private sector banks are those banks run by the private individuals and their prime motive is to earn profits.

Public Sector bank means any Government Sector Bank/Institute that goes public... means that issues it Share to general public. It also has a greater share of government (more than 50%) so that the main motto of social Welfare other than Maximizing Profit remains.

Whereas Private Sector Banks are those Banks where the Management is controlled by Private individuals and Government does not have any say in the management of these Banks. Maximizing profit is the basic motto.

State bank of India, Punjab national bank, bank of Baroda comes in public sector bank and those are banks leading public sector bank. Axis bank, HDFC bank and ICIC bank comes in private sector bank and those are leading private sector bank.

HDFC BANK

Housing Development Finance Corporation Limited, more popularly known as HDFC Bank Ltd, was

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established in the year 1994, as a part of the liberalization of the Indian Banking Industry by Reserve Bank of India (RBI). It was one of the first banks to receive an 'in principle approval from RBI, for setting up a bank in the private sector. The bank was incorporated with the name 'HDFC Bank Limited', with its registered office in Mumbai. The following year, it started its operations as a Scheduled Commercial Bank. Today, the bank boasts of as many as 1412 branches and over 3275 ATMs across India. At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5 billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). Capital Structure

At present, HDFC Bank boasts of an authorized capital of Rs 550 crore(Rs5.5 billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of equity share, the HDFC Group holds 19.4%.

PRDUCT &SERVICES

PERSONAL BANKIG

NRI BANKING

ICICI BANK

ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian financial institution, in 1994.

ICICI Bank is India's second-largest bank with total assets of Rs. 3,562.28 billion (US$ 77 billion) at

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December 31, 2009 and profit after tax Rs. 30.19 billion (US$ 648.8 million) for the nine months ended December 31, 2009.

The Bank has a network of 1,675 branches and about 4,883 ATMs in India and presence in 18 countries.

ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a 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.

The Bank currently has subsidiaries in the Uni

PRODUCT&SERVICES

PERSONAL BANKIG

NRI BANKING

BUSINESS BANKING

AXIS BANK

Axis 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 Unit Trust of India (UTI - I), Life Insurance

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Corporation of India (LIC) and General Insurance Corporation of India (GIC) and

other four PSU insurance companies, i.e. National Insurance Company Ltd., The

New India Assurance Company Ltd., The Oriental Insurance Company Ltd. and

United India Insurance Company Ltd.

The Bank today is capitalized to the extent of Rs. 403.63 crores with the public

holding (other than promoters and GDRs) at 53.72%.

The Bank's Registered Office is at Ahmadabad and its Central Office is located at

Mumbai. The Bank has a very wide network of more than 896 branches and

Extension Counters (as on 31st December 2009).

The Bank has a network of over 4055 ATMs (as on 31st December 2009) providing

24 hrs a day banking convenience to its customers. This is one of the largest ATM

networks in the country. The Bank has strengths in both retail and corporate

banking and is committed to adopting the best industry practices internationally in

order to achieve excellence.

BANK OF BARODA

Bank of Baroda is one of the most prominent banks in India, having its total assets as Rs. 1, 43,146 Crores as on 31st of March 2007.

The bank was founded by Maharaja Sayajirao Gaekwad III (also known as Shrimant Gopalrao Gaekwad), the then Maharaja of Baroda on 20th of July 1908 with a paid capital of Rs. 10 Lacs. From its introduction in a small building of Baroda,

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The bank has come a long way to achieve its current position as one of the most important banks in India. On 19th of July 1969, Bank of Baroda was nationalized by the Government of India along with 13 other commercial banks. Financial Details

As of March 2007, the bank had total deposits worth Rs. 1,24,915 Crores while it had a total number of 2956 branches located worldwide as on April 2009, out of which 626 were located in Metro cities, 524 in Urban areas, 642 in Semi-Urban locations, 1092 in Rural areas and 72 were located outside India. The bank has 10 Zonal Offices and 43 Regional Offices which help it control its operations nationally.

STATE BANK OF INDIAThe evolution of State Bank of India can be traced back to the first decade of the 19th century.

It began with the establishment of the Bank of Calcutta in Calcutta, on 2 June 1806. The bank was redesigned as the Bank of Bengal, three years later, on 2 January 1809.

It was the first ever joint-stock bank of the British India, established under the sponsorship of the Government of Bengal. Subsequently, the Bank of Bombay (established on 15 April 1840) and the Bank of Madras (established on 1 July 1843) followed the Bank of Bengal.

These three banks dominated the modern banking scenario in India, until when they were amalgamated to form the Imperial Bank of The corporate center of SBI is located in Mumbai. In order to cater to different functions, there are several other establishments in and outside Mumbai, apart from the corporate center.

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The bank boasts of having as many as 14 local head offices and 57 Zonal Offices, located at major cities throughout India. It is recorded that SBI has about 10000 branches, well networked to cater to its customers throughout India.

The eight banking subsidiaries are:

State Bank of Bikaner and Jaipur (SBBJ) State Bank of Hyderabad (SBH) State Bank of India (SBI) State Bank of Indore (SBIR) State Bank of Mysore (SBM) State Bank of Patiala (SBP) State Bank of Saurashtra (SBS) State Bank of Travancore (SBT)

Punjab National Bank

Punjab National Bank (PNB) is the second largest government-owned commercial bank in India. Having more than 3.5 crore customer, Punjab National Bank has one of the largest branch networks in India.

The bank's assets for financial year 2007 were about US$60 billion.

Products and Services Savings Fund Account - Total Freedom Salary Account, PNB Prudent Sweep,

PNB Vidyarthi SF Account, PNB Mitra SF Account Current Account - PNB

Vaibhav, PNB Gaurav, PNB Smart Roamer.

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Fixed Deposit Schemes - Spectrum Fixed Deposit Scheme, Anupam Account, Mahabachat Schemes, Multi Benefit Deposit

Scheme Credit Schemes - Flexible Housing Loan, Car Finance, Personal Loan, Credit Cards

Social Banking - Mahila Udyam Nidhi Scheme, Krishi Card, PNB Farmers Welfare Trust

Corporate Banking - Gold Card scheme for exporters, EXIM finance.

RESEARCH

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OBJECTIVE

OBJECTIVE

To know about different type of financial product offered by the bank.

To know about services of ATM offered by the bank.

To know about the satisfaction level of bank services.

To know about the hidden charge applied by bank.

To know about the loyalty of customer towards there bank.

To know about which facilities provided by bank attract most of the customer.

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To know the satisfaction level of consumer towards different types of services & facilities by their bank.

To know about the behavior of employee towards their bank.

RESEARCH

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METHODOLOGY & DESIGN

RESEARCH METHODOLOGY

PROBLEM : CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR BANKS AND PRIVATE SECTOR BANKS IN LUCKNOW

TYPE OF RESEARCH: DESCRIPTIVE AND CONCLUSIVE TYPE OF RESEARCH

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DATA COLLECTED :

PRIMARY SOURCE : THE RESEARCH IS DONE BY QUESTIONNAIRE FILLED THROUGH CUSTOMER OF DIFFERENT BANKS.

SECONDERY SOURCE: THE SECONDRY DATA COLLECTED BY BANKS PERSONAL WEBSIDE & WWW.GOOGLE.COM.

SAMPLE UNIT : CUSTOMER OF DIFFERENT BANKS IN GOMTI NAGAR, LUCKNOW

SAMPLING TECHNIQUE: RANDOM SAMPLING

SAMPLE SIZE: 120 CUSTOMERS

DATA ANALYSIS TECHNIQUE AND TOOLS:

BAR GRAPH, PIE CHARTS, PYRAMID GRAPH, CONE GRAPH &CYLINDER GRAPH

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DATA ANALYSIS &

INTERPRETATION

Question-1) In which Bank /Banks sector you have your account?

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OPTION NO. OF RESPONDENT

PUBLIC SECTOR BANK 60PRIVATE SECTOR BANK

60

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6060

PUBLIC BANK PRIVATE BANK

INTERPRETATION

The above pie graph shoes that there are 60 respondents in private sector bank and 60 respondents in public sector bank.

2) In which Bank/ Banks do you have account?

22

OPTION NO. OF RESPONDENTSBI 20PNB 20BOB 20ICICI 20HDFC 20AXIS BANK 20

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20

20

2020

20

20

SBI PNB BOB HDFC ICICI AXIS

INTERPRETATION

The above pie chart shoes that 20 respondent of each bank .The bank SBI, PNB & BOB comes in public sector bank and ICICI, HDFC, & AXIS BANK comes in private sector bank.

3) From how long do you have account in your bank?

PRIVATE BANK NO.OF RESPONDENTLESS THEN 2YEARS 302 TO 5YEARS 225 TO 10 YEARS 7

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MORN THEN 10 YEARS 1

Less then 2 year

2 to 5 year 5 to 10 year More then 10 year

0

5

10

15

20

25

30

30

22

7

1

PRIVATE BANK

NO.OF RE-SPONDENT

24

PUBLIC BANK NO.OF RESPONDENTLESS THEN 2YEARS 142 TO 5YEARS 235 TO 10 YEARS 16MORN THEN 10 YEARS 7

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Less then 2 year

2 to 5 year 5 to 10 year More then 10 year

0

5

10

15

20

25

14

23

16

7

PUBLIC BANK

NO.OF RESPONDENT

INTERPRETATION

The above both graph shoes the timing of the account ,In private sector 30 respondent has less then 2 years a/c,22 has 2to5 years a/c 7has 5to 10 years a/c and1 have more then 1years a/c.

While In public sector 14 respondent has less then 2 years a/c,23 has 2to5 years a/c 16has 5to 10 years a/c and7 have more then 10years a/c.

4) Which type of account do you have?

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PRIVATE BANKACCOUNT TYPE NO.OF RESPONDENTCURRENT ACCOUNT 15SAVING ACCOUNT 32OTHER 13

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15

32

13PRIVATE BANK

Current account

saving account

other

PUBLIC BANKACCOUNT TYPE NO.OF RESPONDENTCURRENT ACCOUNT 12SAVING ACCOUNT 42OTHER 6

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12

42

6

PUBLIC BANK

Current accountsaving accountother

INTERPRETATION

The above graph shoes that how many respondent have which type account. In private sector bank 32 respondents has saving a/c, 15 has current a/c and 13has other type a/c.

While in public sector bank 42 respondents has saving a/c, 12 has current a/c and 6 has other type a/c.

5) How much you are satisfied with the timing & number of working hours, provided by your bank?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

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ICICI 20 70 3.5

HDFC 20 68 3.4

AXIS 20 72 3.6

ICICI AXIS HDFC3.25

3.3

3.35

3.4

3.45

3.5

3.55

3.6

3.5

3.6

3.4

PRIVATE BANK

AVG.SATIS-FICTION LEVEL

28

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 68 3.4

PNB 20 80 4.0

BOB 20 72 3.6

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BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.5PUBLIC SECTERBANK 3.66

3.663.5

AVG.SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above graph represents the satisfaction level of timing and working hour provided by the bank.

The avg. satisfaction level of public bank is morn then to private bank to words timing and no. of working hours provided by bank.

PNB and Axis bank to high satisfied towards timing and working hour.

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6) How do you rate the deposits & withdraw activity of your bank?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 61 3.05

HDFC 20 67 3.35

AXIS 20 72 3.6

ICICI AXIS HDFC2.7

2.8

2.9

3

3.1

3.2

3.3

3.4

3.5

3.6

3.05

3.6

3.35

PRIVATE BANK

AVG.SATIS-FICTION LEVEL

31

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 69 3.45

PNB 20 74 3.7

BOB 20 54 2.7

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SBI PNB BOB0

0.5

1

1.5

2

2.5

3

3.5

4 3.453.7

2.7

PUBLIC BANK

AVG. SATIS-FICTION LEVEL

BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.33

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PUBLIC SECTERBANK 3.28

3.283.33PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above chart represents the deposit and withdrawal activity of the bank.

Above pie chart private bank‘s avg. satisfaction level more than public bank.

In private bank Axis bank and public bank PNB bank morn satisfied to other bank towards deposit and withdraws activity of the bank.

7) How do you rate the customer care unit of your bank?

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

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BANK RESPONDENT SATISFACTION LEVEL

N LEVEL

ICICI 20 62 3.1

HDFC 20 67 3.35

AXIS 20 72 3.6

ICICI AXIS HDFC2.8

2.9

3

3.1

3.2

3.3

3.4

3.5

3.6

3.1

3.6

3.35

PRIVATE BANK

AVG. SATIS FICTION LAVEL

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 65 3.25

PNB 20 72 3.6

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BOB 20 66 3.3

SBI PNB BOB3

3.1

3.2

3.3

3.4

3.5

3.6

3.25

3.6

3.3

PUBLIC BANK

AVG. SATIS-FICTION LEVAL

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BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.35PUBLIC SECTERBANK 3.38

3.383.35

AVG.SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above pie graph shoes that avg. satisfaction level of customer care unit provide by the bank.

The facilities of customer care unit public bank are more then to private bank.

In private bank Axis bank provide better customer care unit while in public bank PNB bank provide better customer care unit.

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8) How do you rate the different type variety of financial product offered by your bank?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 51 2.55

HDFC 20 64 3.2

AXIS 20 61 3.05

ICICI AXIS HDFC0

0.5

1

1.5

2

2.5

3

3.5

2.55

3.053.2

PRIVATE BANK

AVG.SATIS-FICTION LAVEL

PUBLIC NO. OF TOTAL AVG.SATISFACTIO

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BANK RESPONDENT SATISFACTION LEVEL

N LEVEL

SBI 20 65 3.25

PNB 20 73 3.65

BOB 20 58 2.9

SBI PNB BOB0

0.5

1

1.5

2

2.5

3

3.5

4

3.25

3.65

2.9

PUBLIC BANK

AVG. SATIS-FICTION LEVAL

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BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 2.93PUBLIC SECTERBANK 3.26

3.26

2.93

AVG.SATISFICTION LEVAL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above pie graph represents that different type of financial product offered by the bank.

In term of financial product offered by the bank, public sector more then to private sector.

In private sector HDFC bank and public sector PNB bank are more satisfied in term of financial product offer by the bank.

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9) How do you rate the query handling of your bank?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 66 3.3

HDFC 20 66 3.3

AXIS 20 72 3.6

ICICI AXIS HDFC3.1

3.153.2

3.253.3

3.353.4

3.453.5

3.553.6

3.3

3.6

3.3

PRIVATE BANK

AVG. SATIS-FICTION LAVAL

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PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 71 3.55

PNB 20 67 3.35

BOB 20 61 3.05

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SBI PNB BOB2.72.82.9

33.13.23.33.43.53.6

3.55

3.35

3.05

PUBLIC BANK

AVG. SATIS-FICTION LEVAL

BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.4PUBLIC SECTERBANK 3.32

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3.323.4

AVG. SATISFICTION LAVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above pie chart shoes that the respondent of private sector bank are more satisfied to public sector bank.

The respondent of private sector Axis bank and public sector SBI bank are more satisfied to other.

10) Are you satisfied with the paper work &other formalities before loan sanction?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION

AVG.SATISFACTION LEVEL

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LEVELICICI 20 70 3.5

HDFC 20 60 3.0

AXIS 20 67 3.35

ICICI AXIS HDFC2.7

2.8

2.9

3

3.1

3.2

3.3

3.4

3.5

3.5

3.35

3

PRIVATE BANK

AVG.SATIS-FICTION LEVEL

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 66 3.3

PNB 20 67 3.35

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BOB 20 59 2.95

SBI PNB BOB2.7

2.8

2.9

3

3.1

3.2

3.3

3.4 3.33.35

2.95

PUBLIC BANK

AVG.SATIS-FICTION LEVEL

BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.28PUBLIC SECTERBANK 3.2

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3.23.28

AVG.SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above pie graph shoes that satisfaction level of paper work &other formalities before lone sanction.

The respondent of private sector bank is more then to public sector bank.

ICICI bank & PNB bank customer more satisfied to other respective bank.

11) How do you rate the loan facilities provided by your bank?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

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ICICI 20 60 3.0

HDFC 20 72 3.6

AXIS 20 66 3.3

ICICI AXIS HDFC2.85

2.92.95

33.05

3.13.15

3.23.25

3.3

3

3.33.2

PRIVATE BANK

AVG.SATIS-FICTION LEVEL

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 62 3.1

PNB 20 64 3.2

BOB 20 64 3.2

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SBI PNB BOB3.04

3.06

3.08

3.1

3.12

3.14

3.16

3.18

3.2

3.1

3.2 3.2

PUBLIC BANK

AVG. SATIS-FICTION LEVEL

48

BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.27PUBLIC SECTERBANK 3.17

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3.173.27

AVG. SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above graph shoes that the loan facilities provide by the bank.

The respondent of private sector bank is more satisfied to public sector bank in term of provided loan facilities.

In private sector bank respondent of Axis bank and public sector PNB & BOB both are satisfied to other bank in term of loan facilities.

12) How do you rate the ATM services provided by your bank?

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PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 58 2.9

HDFC 20 60 3.0

AXIS 20 53 2.65

ICICI AXIS HDFC2.4

2.5

2.6

2.7

2.8

2.9

3 2.9

2.65

3

PRIVATE BANK

AVG.SATIS-FICTION LEVEL

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PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 68 3.4

PNB 20 70 3.5

BOB 20 62 3.15

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SBI PNB BOB2.9

3

3.1

3.2

3.3

3.4

3.5 3.4

3.5

3.15

PUBLIC BANK

AVG.SATIS-FICTION LEVEL

BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 2.85PUBLIC SECTERBANK 3.35

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3.35

2.85

AVG.SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above graph shoes that the ATM services provided by bank.

The respondent of public sector bank is more satisfied to private sector bank in term of ATM services.

In private sector bank respondent of HDFC bank and public sector PNB are more satisfied to other bank in term of ATM services.

13) How do you rate the behavior of employees of your bank?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 71 3.55

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HDFC 20 65 3.25

AXIS 20 73 3.65

ICICI AXIS HDFC

3

3.1

3.2

3.3

3.4

3.5

3.6

3.7 3.55

3.65

3.25

PRIVATE BANK

AVG. SATIS-FICTION LEVEL

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 62 3.1

PNB 20 67 3.35

BOB 20 69 3.45

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SBI PNB BOB2.9

3

3.1

3.2

3.3

3.4

3.5

3.1

3.35

3.45

PUBLIC BANK

AVG. SATIS-FICTION LEVEL

BANKS AVG. SATISFACTION LEVEL

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PRIVATE SECTER BANK 3.48PUBLIC SECTERBANK 3.3

3.33.48

AVG. SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above graph shoes that the satisfaction level of the employees of bank.

The respondent of private sector bank is more satisfied to public sector bank.

In private sector respondent of Axis bank and public sector bank BOB bank more satisfied to other bank.

14) How do you rate the locations & number of branches of your bank in Lucknow?

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PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 49 2.45

HDFC 20 59 2.95

AXIS 20 66 3.3

ICICI AXIS HDFC0

0.5

1

1.5

2

2.5

3

3.5

2.45

3.32.95

PRIVATE BANK

AVG.SATI-FICTION LEVEL

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 72 3.6

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PNB 20 76 3.8

BOB 20 61 3.05

SBI PNB BOB0

0.51

1.52

2.53

3.54 3.6 3.8

3.05

PRIVATE BANK

AVG.SATIS-FICTION LEVEL

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BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 2.9PUBLIC SECTERBANK 3.48

3.48

2.9

AVG. SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above graph represents the location and no. of branches in locution.

Public sector bank has more branches comparison to private sector bank according to respondent’s avg.satisfaction level.

In public bank PNB bank and private bank Axis bank’s respondent more satisfied to other bank towards bank location and branches.

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15) Rank, in which areas your bank should improve its services?

PRIVATE BANKS

WORKING CULTURE

TIMING FACILITIES OTHER

ICICI 9 5 4 2

HDFC 2 4 9 5

AXIS BANK 8 4 7 1

working culture

timing facilities other0

1

2

3

4

5

6

7

8

9

9

5

4

2

8

4

7

1

2

4

9

5

PRIVATE BANK

ICICIAXISHDFC

NO. OF RESPON-

DENT

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PUBLIC BANKS

WORKING CULTURE

TIMING FACILITIES OTHER

SBI 8 7 3 2

PNB 10 5 4 1

BOB 3 7 8 2

working culture

timing facilities other0123456789

108

7

3

2

10

5

4

1

3

7

8

2

PUBLIC BANK

SBIPNBBOB

NO OF RE-SPONDENT

INTERPRETATION

The above graph shoes that which areas bank should improve there its services.

The above graph represents the working culture, timing facilities and other things in public and private bank.

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16) How do you rate the hidden charges applied by your bank?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 57 2.85

HDFC 20 69 3.45

AXIS 20 56 2.8

ICICI AXIS HDFC0

0.5

1

1.5

2

2.5

3

3.5 2.85 2.8

3.45

PRIVATE BANK

AVG. SATIS-FICTION LEVEL

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PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 70 3.05

PNB 20 70 3.05

BOB 20 58 2.9

SBI PNB BOB2.8

2.85

2.9

2.95

3

3.05

3.05 3.05

2.9

PUBLIC BANK

AVG.SATIS-FICTION LEVEL

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BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.03PUBLIC SECTERBANK 3.0

33.03

AVG. SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above pie chart shoes that hidden charge applied by the bank.

In above chart private sector bank applied more hidden charge to public sector bank.

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17) What is your overall satisfaction rating with your Bank services?

PRIVATE BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

ICICI 20 70 3.5

HDFC 20 71 3.55

AXIS 20 65 3.25

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ICICI AXIS HDFC3.1

3.153.2

3.253.3

3.353.4

3.453.5

3.553.5

3.25

3.55

PRIVATE BANK

AVG.SATIS-FICTION LEVEL

PUBLIC BANK

NO. OF RESPONDENT

TOTAL SATISFACTION LEVEL

AVG.SATISFACTION LEVEL

SBI 20 70 3.5

PNB 20 74 3.7

BOB 20 66 3.3

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SBI PNB BOB3

3.1

3.2

3.3

3.4

3.5

3.6

3.73.5

3.7

3.3

PUBLIC BANK

AVG. SATIS-FICTION LEVEL

BANKS AVG. SATISFACTION LEVEL

PRIVATE SECTER BANK 3.43PUBLIC SECTERBANK 3.5

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3.53.43

AVG.SATISFICTION LEVEL

PUBLIC SECTOR BANKPRIVATE SECTOR BANK

INTERPRETATION

The above graph shoes that the overall satisfaction level of the customer.

In above chart public sector bank customer more satisfied to private sector bank.

PNB and HDFC bank customer more satisfied towards banking system.

18) If you want to open a new account, which sector bank would you prefer?

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BANKS OPEN NEW ACCOUNTPRIVATE SECTER BANK 48PUBLIC SECTERBANK 72

PUBLIC SECTOR BANK PRIVATE SECTOR BANK0

10

20

30

40

50

60

70

8072

48

INTERPRETATION

The above chart represents the no. of respondent who willing the open on his/her account in public and private bank.

The no. of respondent in public sector bank is 72 it means 60%.and the no. of respondent of private sector are 48. It means 40% are will the open his /her account in this bank.

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LIMITATIONS

LIMITATIONS

Number of respondents was 120, so the survey does not

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represent the whole Lucknow city.

Limited time period.

Problem in communicating with the respondents.

Limited knowledge about the subject work as a hindrance in

analyzing the report.

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SUGGESTION

SUGGESTIONS

In private bank should improve your timing and no. of working hours.

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In public sector bank BOB should improve your working culture because it’s working culture very low.

In public bank respondent is less satisfied to paper work and other facilities of before loan sanction so it improve your loan sanction facilities and should less the paper work and other facilities.

Private sector bank have less then branches and lack of location so its improve there no. of branches and location.

Private sector bank should improve their customer care unit and use mostly in Hindi language.

Query handling activity is low the public sector bank so it should improve.

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CONCLUSIONS

CONCLUSIONS

Factor affecting the choice of bank.

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Public sector bank customers are satisfied towards timing and working hours of their bank.

Customer care facilities better is public sector bank.

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BIBLIEOGRAPHY

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BIBLIOGRAPHY

Research Methodology (Methods and Techniques) – C.R. KOTHARI www.bank of baroda.com www.sbi.com www.hdfc.com www.axisbank.com www.icici.com www.pnb.com www.google.com

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ANNEXURE

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QUESTIONNAIRE SUBJECT: CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR BANKS AND PRIVATE SECTOR BANKS IN Lucknow

Sir/Madam,

I “shiv bhola” is a student of Post Graduate Diploma in Management 2nd semester, “School of Management Sciences” at Lucknow. I am conducting a field survey about “ Customer Perception of the Services of Public Sector Banks and Private Sector Banks in Lucknow ” as a part of my curriculum, the data of which would be kept confidential and I promise that your view would not be shared with anyone .The study is of academic nature.

Please provide your kind support in filling up the questionnaire.

Please mark ( √ ) where applicable:

Personal Information:

Name:…………………………………………………………………

Age group(in years): (1) under 25 (2) 25 – 35 (2) 35 – 45 (3) above 45

Sex: Male Female

Occupation:……………………………………………………………………………………………....

Contact No. …………………………………………………………………………………………………

Income: monthly (in thousands) (1) less then 10 (2) 10-- 20 (3) 20-30

(4) Morn then 30

Address: ………………………………………………………………………………………………………………………………… …………………

1) In which bank sector you have your account?

PRIVATE BANK PUBLIC BANK

2) In which Bank/ Banks do you have account?

ICICI HDFC AXIS BANK SBI BOB PNB

3) From how long do you have account in your bank?

Less than 2 years 2 to 5 years 5 to 10 years More than 10 years

4) Which type of account do you have?

Current Account Saving Account Any other ……………………………

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SCALE OF RATING: - 1= HIGHLY DISSATISFIED 2=DISSATISFIED 3=AVERAGE 4=SATISFIED 5=HIGHLY SATISFIED

5) How much you are satisfied with the timing & number of working hours, provided by your bank?

1 2 3 4 5

6) How do you rate the deposits & withdraw activity of your bank?

1 2 3 4 5

7) How do you rate the customer care unit of your bank?

1 2 3 4 5

8) How do you rate the different type variety of financial product offered by your bank?

1 2 3 4 5

9) How do you rate the query handling of your bank?

1 2 3 4 5

10) Are you satisfied with the paper work &other formalities before loan sanction?

1 2 3 4 5

11) How do you rate the loan facilities provided by your bank?

1 2 3 4 5

12) How do you rate the ATM services provided by your bank?

1 2 3 4 5

13) How do you rate the behavior of employees of your bank?

1 2 3 4 5

14) How do you rate the locations & number of branches of your bank in Lucknow?

1 2 3 4 5

15) Rank, in which areas your bank should improve its services?

Working culture Timings Facilities Any other ……………………..

16) How do you rate the hidden charges applied by your bank?

No such offers 1 2 3 4 5

17) What is your overall satisfaction rating with your Bank services?

1 2 3 4 5

18) If you want to open a new account, which sector bank would you prefer? Public Private

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81