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DECLARATIONI, JIGNESH VEGADA, DO hereby declare that the project Customer perception and attitude study at PRIME co-operative bank limited fixed deposit scheme among banks customers submitted in partial fulfillment of the award of the Master Of Business Administration Degree of the VEER NARMAD SOUTH GUJRAT UNIVERSITY has been carried out by me under the guidance and supervision of M/s. JANKI MISTRY, faculty of MBA Department, DEPARTMENT OF BUSINESS AND INDUSTRIAL

MANGEMENT.

DATE:

JIGNESH VEGADA

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PRIME Co-operative Bank Ltd

ACKNOWLEDGMENT

I would like to take this opportunity and express our gratitude and thanks to all the supporters, who helped and guided us during the completion of our project work. I would also like to express our sincere thanks to our faculty Ms. JANKI MISTRY for exposing us to such kind of field experience and supporting and guiding us during the project work. I am also thankful to PRIME Co-operative bank ltd at Surat for providing the required support and giving us permission for our work in their bank. I am also thankful those people who give their precious time for filling the questionnaire. And at last, I would like to thank all who have directly or indirectly help us to develop our project and that respondence that provide us their kind responses.

-JIGNESH VEGADA

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PRIME Co-operative Bank Ltd

CONTENTSTitle. Page No. Chapter 1.... 09 Introduction Chapter 2.12 Industry Profile Chapter 3.........18 Company Profile Chapter 4.........34 4.1 Research Methodology.......35 4.2 Research problem statement ..35 4.3 Objectives of the Study .....35 4.4 Variable of the study .....36 4.5 Formulation of Hypothesis.36 4.6 Research Design ....37 4.7 Limitations of the study.....38 4.8 Need and Scope .....38 4.9 Data analysis plan ..38 Chapter 5.39 5.1 Review of Literature Chapter 6.41 6.1 Analysis and Interpretation Chapter 7.61 7.1 Findings ..62 7.2 Suggestions .63 7.3 Conclusion ..64 Bibliography...65 Annexure67

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PRIME Co-operative Bank Ltd

LIST OF TABLESTable no 1. 2. 3. 4. 5. 6. 7. Title Pg no

Table showing gender ratio using fixed deposit service of prime co-operative bank ltd Table showing income wise customer using fixed deposit service of prime co-operative bank ltd Table showing occupational wise customer using fixed deposit service of prime co-operative bank ltd Table showing awareness about fixed deposit service Table shows prime bank customers who are investing money in other bank. Table shows prime bank customers who are investing money in other bank. The table shows chi-square test relationship between customer income and customer investing money in other bank. The table shows cross tabulation between customer incomes and for different time period customer investing money in fd scheme. The table shows cross tabulation between customer occupation and a customer think fd is better option of investment. The table shows chi-square test relationship between customer income and security of money. The table shows chi-square test relationship between customer occupation and prime bank support and service. The table shows chi-square test relationship between customer incomes and for future family support. The table shows cross tabulation between customer occupation and trust on bank. The table shows cross tabulation between customer income and easy reception of money after maturity. The table shows frequency distribution fixed deposit scheme on an overall basis

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PRIME Co-operative Bank Ltd

LIST OF CHARTSTable no 1. 2. 3. 4. 5. 6. 7. Title Pg no

Chart showing gender ratio using fixed deposit service of prime co-operative bank ltd Chart showing income wise customer using fixed deposit service of prime co-operative bank ltd Chart showing occupational wise customer using fixed deposit service of prime co-operative bank ltd Chart showing awareness about fixed deposit service Chart shows prime bank customers who are investing money in other bank. Chart shows prime bank customers who are investing money in other bank. Chart shows chi-square test relationship between customer income and customer investing money in other bank. Chart shows cross tabulation between customer incomes and for different

42 43 44 45 46 47 49

8. 9.

time period customer investing money in fd scheme. Chart shows cross tabulation between customer occupation and a customer think fd is better option of investment.

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Chart shows chi-square test relationship between customer income and security of money. Chart shows chi-square test relationship between customer occupation and 53

11. 12.

prime bank support and service. Chart shows chi-square test relationship between customer incomes and for future family support. Chart shows cross tabulation between customer occupation and trust on

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bank. Chart shows cross tabulation between customer income and easy reception of money after maturity. Chart shows frequency distribution fixed deposit scheme on an overall basis

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PRIME Co-operative Bank Ltd

SUMMARY

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PRIME Co-operative Bank Ltd

EXECUTIVE SUMMARYThe SIP titled To study the Customer Perceptions study at PRIME cooperative bank ltd fixed deposit scheme among banks customers banking Services among the Customers in SURAT. The main objective of the study was to know how the customers of PRIME co-operative bank ltd fixed deposit scheme Services in Surat City and also to identify the factors affecting the preferences of the customers. The sampling technique used for this study was simple random sampling and the sample size was 100. The tool which I used to analysis the data was simple average method and the datas where put in tabular form as well as in chart form also. And I have also used chi-square test in my study. As a result of this survey I was able to conclude that the customer was satisfied with fixed deposit scheme provided by PRIME co-operative bank ltd. And the factors like customer service, technical factors affected the preference of consumers in choosing PRIME co-operative bank ltd

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PRIME Co-operative Bank Ltd

CHAPTER -1 INTRODUCTION

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PRIME Co-operative Bank Ltd

1.1

INTRODUCTION TO THE STUDY

CUSTOMERA customer is someone who makes use of the paid products of an individual or organization. This is typically through purchasing or renting goods or services. The word historically derives from custom, meaning habit; a customer was someone who frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold their rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep his or her custom, meaning expected purchases in the future. The shopkeeper remembered the sizes and preferences of his or her customers, for example. The word did not refer to those who purchased things at a fair or bazaar, or from a street vendor.

CUSTOMER SATISFACTIONCustomer satisfaction is a business term which is used to capture the idea of measuring how satisfied an enterprises customers are with the organizations efforts in a market place.

Every organization has customers of some kind. The organization provides products (goods and/or services) of some kind to its customers through the mechanism of a marketplace. The products that organization provides are subject to competition whether by similar products or by substitution products. The reason an organization is interested in the satisfaction of its customers is because customers purchase the organizations products. Te organization is interested in retaining its existing customers and increasing the number of its customers.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person. The state of satisfaction depends on a number of both psychological and physical variables.

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PRIME Co-operative Bank Ltd

The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations products.

The usual measures of customer satisfaction involve a survey instrument with a set of statements. The customer is asked to evaluate each statement and then select from a scale how the customer agrees or disagrees with statement.

GENERAL MODEL: A general model of the buyer decision process consists of the following steps: Want recognition; Search of information on products that could satisfy the needs of the buyer; Alternative selection: Decision-making on buying the product; Post-purchase behavior.

Customer satisfaction measurement program:Customer satisfaction research is not an end unto itself. The purpose, of course, in measuring customer satisfaction is to see where a company stands in this regard in the eyes of its customers, thereby enabling service and product improvements which will lead to higher satisfaction levels. The research is just one component in the quest to improve customer satisfaction.

Customer satisfaction and consumer behavior are very closely related. Consumer behavior is lightly different from customer satisfaction. Consumer Behavior is the study of how people buy, what they buy, when the buy and why they buy. It is a sub category of marketing that blends elements from psychology, sociology, socio psychology, anthropology and economics. It attempts to understand the buyer