Comparative Study of Punjab National Bank

Vs

Oriental Bank of CommerceA Final Research Report

Submitted in Partial Fulfillment for the

award of Degree

of

MASTER OF BUSINESS ADMINISTRATION

In

Finance

Submitted By:

Ashish Joshi

Uni.Reg.No. 90502234076

Under the supervision

Of

Mr. Ajay Samyal

Assit.Professor

MIMIT,MALOUT

DEPARTMENT OF MANAGEMENT STUDIES

MALOUT INSTITUTE OF MANAGEMENT & INFORMATION TECHNOLOGY, MALOUT

PUNJAB TECHNICAL UNIVERSITY, JALANDHAR

(Session 2009-2011)

CERTIFICATE

It is certified that the project work entitled “comparative study of Punjab

national Bank vs Oriental Bank of Commerce” done by Mr. Ashish Joshi to be

submitted to Malout Institute of Management & Information Technology, Malout

affiliated to Punjab Technical University, Jalandhar for the partial fulfillment of

requirement for the award of the degree of Master of Business Administration in

Finance has been carried out under my guidance and supervision. This project is

not submitted to any other university for receiving any diploma or degree.

Mr.Ajay Samyal

(Assist.Professor)

MIMIT, Malout

PREFACE

Research work constitutes the backbone of any Management education programme

management Student has to do research work quite frequently during his entire span

The research work entitle “COMPARATIVE STUDY OF PUNJAB NATIONAL

BANK VS. ORIENTAL BANK OF COMMERCE” aims to analyze various

services provided by PUNJAB NATIONAL BANK & ORIENTAL BANK OF

COMMERCE & the problems faced by their consumers. For this purpose

MALOUT city have been chosen to Conduct a survey & for collect the required

data for Preparing a report.

DECLARATION

I, hereby declare that the work which is being presented in the major project report

entitled “Comparative Study of Punjab National bank vs Oriental bank of

Commerce ” in partial fulfillment of the requirements for the award of degree of

Master of Business Administration in Finance, submitted in Department of

Management Studies ,Malout Institute of Management and Information

Technology, Malout , Punjab Technical University,Jalandhar, is an authentic

record of my own work carried out during the period from February 2011 to April

2011 under guidance of Mr.Ajay Shamyal assist. Professor, of Management

studies , Malout Institute of Management and Information Technology,

Malout ,Punjab Technical University,Jalandhar.

Date…………….. Ashish Joshi

Place…………….. MBA IV sem.

Univ.Roll No.90502234076

ACKNOWLEDGEMENT

It gives me pleasure to present this report. This report is out come of the study on “COMPARATIVE STUDY OF PUNJAB NATIONAL BANK VS. ORIENTAL BANK OF COMMERCE”. I got support from many people without their help I would not have got success. I wish to record sincere appreciation and thanks to them. First of all I would like to thanks Ms.Jiwan Jyoti Maini head of the department of Management Of Malout Institute of Management & Information Technology, Malout for undertaking this project work.

I am also thankful to Ms. Rajinder kaur faculty for Finance,Malout Insititute of Management & Information Technology,Malout. Who helped me throughout my study and helped me in analysis and interpretation of data preparing the final draft. I am very grateful to Mr.Ajay Samyal,assist. Professor MIMIT Malout,my kind project guide for my final project report. Who give me full knowledege & kind support to my project work.Finally, I am very thankful to all of my friends whose cooperation and suggestions have helped me in successful complete of this project.

TABLE OF CONTENTS

CHAPTER NO.

PARTICULARS PAGE NO.

1. INTRODUCTION OF THE STUDY 1-17

2.OBJECTIVES OF THE STUDY 18

3. RESEARCH METHODOLOGY 19-25

4. LIMITATIONS OFTHE STUDY

26

5. DATA ANALYSIS AND ITS INTERPRETATION

27-43

6. FINDING OF THE STUDY 44-45

7. SUGGESTIONS 46

8. CONCLUSION 47

9. BIBLIOGRAPHY 48

10. QUESTIONNAIRE 49-51

CHAPTER – 1

INTRODUCTION

Introduction

The world of banking has assumed a new dimension at dawn of the 21st century with the advent of tech banking, thereby lending the industry a stamp of universality. In general, banking may be classified as retail and corporate banking. Retail banking, which is designed to meet the requirement of individual customers and encourage their savings, includes payment of utility bills, consumer loans, credit cards, checking account and the like. Corporate banking, on the other hand, caters to the need of corporate customers like bills discounting, opening letters of credit, managing cash, etc. Metamorphic changes took place in the Indian financial system during the eighties and nineties consequent upon deregulation and liberalization of economic policies of the government. India began shaping up its economy and earmarked ambitious plan for economic growth. Consequently, a sea change in money and capital markets took place. Application of marketing concept in the banking sector was introduced to enhance the customer satisfaction the policy of privatization of banking services aims at encouraging the competition in banking sector and introduction of financial services. Consequently, services such as Demat, Internet banking, Portfolio Management, Venture capital, etc, came into existence to cater to the needs of public. An important agenda for every banker today is greater operational efficiency and customer satisfaction. The mew watchword for the bank is pretty ambitious: customer delight. The introduction to the marketing concept to banking sectors can be traced back to American Banking Association Conference of 1958. Banks marketing can be defined as the part of management activity, which seems to direct the flow of banking services profitability to the customers. The marketing concept basically requires that there should be thorough understanding of customer need and to learn about market it operates in. Further the market is segmented so as to understand the requirement of the customer at a profit to the banks.

DEFINITION OF BANK

The Oxford dictionary defines the Bank as,

“An establishment for the custody of money, which it pays out, on a customer’s order.”

According to Whitehead,

“ A Bank is defined as an institution which collects surplus funds from the public, safeguards them, and makes them available to the true owner when required and also lends sums be their true owners to those who are in need of funds and can provide security.”

Banking Company in India has been defined in the Banking Companies act 1949, “One which transacts the business of banking which means the accepting, for the purpose of lending or investment of the deposits of money from the public, repayable on demand, or otherwise and withdraw able be cheque, draft, order or otherwise.”

The banking system is an integral subsystem of the financial system. It represents an important channel of collecting small savings form the households and lending it to the corporate sector. The Indian banking system has Reserve Bank of India (RBI) as the apex body for all matters relating to the banking system. It is the central Bank of India. It is also known as the Banker To All Other Banks.

EVOLUTION OF INDIAN BANKING

Ancient banking system of India constituted of indigenous bankers. The have been carrying on their age-old banking operations in different parts of the country under different names. The modern age of banking constitute the fundamental basis of economic growth. The term Bank is being used since long time but there is no clear conception regarding its beginning.

According to the viewpoint, in good old days.

IMPORTANCE OF BANKS

Bankers play very important role in the economic life of the nation. The health of the economy is closely related to the soundness of its banking system. Although banks create no new wealth but their borrowing, lending and related activities facilitate the process of production, distribution, exchange and consumption of wealth. In this way they become very effective partners in the process of economic development. Today modern banks are very useful for the utilization of the resources of the country. The banks are mobilizing the savings of the people for the investment purposes. If there would be no banks then a great portion of a capital of the country would remain idle.

Company Profile

Profile of Punjab National Bank

Punjab National Bank (PNB) is an India-based bank. The Bank offers banking products, and also operates credit card and debit card business, bullion business, life and non-life insurance business, and gold coins and asset management business. During the fiscal year ended March 31, 2010, the Bank had authorized 165 branches for handling foreign exchange business (including two Foreign Exchange Offices). The Bank has 1064 approved banks worldwide to facilitate trade transactions of its clients. The Bank has also set up 11 specialized International Banking Branches (IBBs) at important centres for providing services to its exporter/ importer clients. Bank has also opened International Service Branch at Delhi. The Bank has a domestic network of 4997 offices, including 46 extension counters among Nationalized Banks. On December 13, 2010, the Company acquired 63.64% stake in JSC Dana Bank Kazakhstan

VISION

"To be a Leading Global Bank with Pan India footprints and become a household

brand in the Indo-Gangetic Plains providing entire range of financial products and

services under one roof"

MISSION

"Banking for the unbanked"

Date of Establishment 1895Revenue 4788.51 ( USD in Millions )Market Cap 350931.6825 ( Rs. in Millions )Corporate Address 7 Bhikaiji Cama Place, , New Delhi-

110066, New Delhiwww.pnbindia.com

Management Details Chairperson - K R Kamath MD - K R KamathDirectors - Ashwani Chadha, D K Singla, Devinder Kumar Singla, G P Khandelwal, G R Sundaravadivel, Gautam P Khandelwal, Jasbir Singh, K C Chakrabarty, K R Kamath, Kvbn Rao, L M Fonseca, M A Antulay, M V Tanksale, Mohan Lal Bagga, Mohinder Paul Singh, Mushtaq A Antulay, Nagesh Pydah, Pradeep Kumar, R K Kochar, Rakesh Sethi, Ravneet Kaur, S R Khurana, S Ranganathan, T N Chaturvedi, T N Chatuvedi, Tribhuwan Nath Chaturvedi, V K Mishra, Vinod Kumar Mishra

Business Operation Bank - PublicBackground Established in 1895 in Lahore, Punjab

National Bank is one of the oldest banks in India having a virtual presence in every important center of the country. The bank has over 35 million customers through 4540 offices including 421 extension counters, out of which 2/3 of its branches in rural and semi rural areas-the largest among nationalized banks, which makes it enjoy one of the highest penetration rate o

Financials Total Income - Rs. 250322.224 Million ( year ending Mar 2010) Net Profit - Rs. 39053.575 Million ( year ending Mar 2010)

Company SecretaryR K Kochar

BankersAuditors V Sankar Aiyar & Co, NC Rajagopal &

Co, Gupta & Gupta, P Jain & Co, Kalani & Co, Anjaneyulu & Co

SERVICES PROVIDED BY PNB

ON LINE SERVICES:-

 

Products and Services :-

Savings Fund Account - Total Freedom Salary Account, PNB Prudent Sweep, PNB Vidyarthi SF Account, PNB Mitra .

Current Account - PNB Vaibhav, PNB Gaurav, PNB Smart Roamer

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

Scheme Credit Schemes - Flexible Housing Loan, Car Finanace, 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

Business Sector - PNB Karigar credit card, PNB Kushal Udhami, PNB Pragati Udhami, PNB Vikas Udhami

Apart from these, the PNB also offers locker facilities, senior citizens schemes, PPF schemes and various E-services.

Internet Banking

Mobile Banking

Share TradingBill Payments

Money Transfer

Security Alerts

Awards and Distinctions

Ranked among top 50 companies by the leading financial daily, Economic Times.

Ranked as 323rd biggest bank in the world by Bankers Almanac (January 2006), London.

Earned 9th place among India's Most Trusted top 50 service brands in Economic Times- A.C Nielson Survey.

Included in the top 1000 banks in the world according to The Banker, London.

Golden Peacock Award for Excellence in Corporate Governance - 2005 by Institute of Directors.

FICCI's Rural Development Award for Excellence in Rural Development – 2005

INTREST RATES -DEPOSITS

Saving Account Interest Rates :    3.5 % p.a. (w.e.f. 1st March 2003)Domestic Term Deposit Interest Rates (% p.a.)  w.e.f. 01.03.2011

INTEREST RATES FOR DEPOSITS LESS THAN Rs. 1 Cr

PUNJAB NATIONAL BANK

Period Less Than 1 Cr.More Than 1 Cr.

7 to 14 days 4.00 4.00

46 to 60 Days 4.50 4.50

15 to 45 days 5.50 6.00

61 to 90 Days 5.50 9.00

91 to 179 Days 7.00 9.25

180 days to 270 Days 7.75 9.25

271 days to less than 1 year 8.00 9.25

1 year 9.00 9.50

More than 1 year to 554 Days 9.00 8.75

555 Days 9.05 8.75

556 Days to < 2 years 9.00 8.75

2 years to 999 Days 9.00 8.50

1000 Days 9.15 8.50

1001 Days to < 3 years 9.00 8.50

3 years to 1110 Days 8.50 8.50

1111 Days 9.25 8.50

1112 Days to < 5 Years 8.50 8.50

5 years to 10 years 8.75 8.75

Saving fund account:-

PNB PRUDENT SWEEP

TOTAL FREEDOM " SAVING FUND SALARY ACCOUNT " Zero

Balance, Zero Charges Saving Fund Account for

Students

PNB RAKSHA KARMI BACHAT KHATA

Credit Sechems:_

Housing Loan Car Finance TWO WHEELERS FINANCE Personal Loan Scheme For Public EDUCATION LOAN – VIDYALAKSHYAPURTI SCHEME FOR ADVANCE AGAINST GOLD/ SILVER JEWELLERY/

ORNAMENTS

Cards:-

ATM/DEBIT CARD

PND GLOBAL CREDIT CARD PNB WORLD TRAVEL CARD

CURRENT DEPOSIT ACCOUNT

Current Deposit Account is very convenient product for frequent banking transactions by Individuals, Firms, HUF, Companies, institutions etc. There is

no limit on number of transactions in such accounts and are most suitable for business operations. The product is available at all branches.

FEATURES CURRENT ACCOUNT - GENERAL 1. Eligibility Individuals, Joint accounts, Sole

proprietary concerns, Partnership firms, HUFs, Companies, Association of persons, Society, Trusts, Body Co-operatives, Charitable and other institutions.

2. Initial Deposit at opening of account

Rs.1000

3. Minimum initial balance ; and

Quarterly Average Balance(QAB)

Area of Branch Amount (Rs.)

o Rural 1000o Semi urban 3000o Urban 5000o Metropolitan 5000

4. Documents required for opening the account

Application (AOF) and Specimen signatures Address proof as per KYC norms Photos Introduction In case of Company Memorandum & Articles of Association, Certificate of Incorporation, Board resolution, etc.. Related documents in case of HUF, Trust, Firms etc

5. Nomination Facility Available to eligible persons as per rules

6. Additional facilities 100% integrated and computerized Network of more than 5000 Service Outlets across the country to provide seamless banking transactions. Wide Network of ATMs at your service 24 hours a day. Free internet banking ATM Cum Debit card Fast remittance of funds through NEFT/RTGS Acceptance of standing instructions Collection of cheques

Oriental Bank of Commerce

A PROFILE:-

Established on 19th Feb' 1943 in Lahore, Oriental Bank of Commerce (OBC) is one of the public sector banks in India. Its modest beginning is creditable to its founder Late Rai Bahadur Lala Sohan Lal, the first Chairman of the OBC. Within four years of coming into existence, the country partitioned, the Bank shifted its Registered Office from Lahore to Amritsar. The Oriental Bank of Commerce was nationalized on 15th April 1980, and paved its way to count amongst the strongest banks in India.

OBC has a network of 530 branches and 505 ATM's spread throughout India, out of which 490 branches offer centralized banking solutions. With High Capital Adequacy Ratio, Oriental Bank of Commerce is known be a consistent profit-making bank. It offers various services and products, like current/ savings account, general loans, educational loans, agricultural loans, etc, for the benefit of customers. For its effective services, the National Institute of Bank Management (NIBM) rated OBC Bank as "Customer Friendly" Bank.

OBC India Grameen Project

OBC's Grameen Project aims to reduce poverty & to identify the reasons which are responsible for the failure or success. OBC is implementing a Grameen Project in Dehradun District (UP) and Hanumangarh District (Rajasthan). This Scheme has a unique feature of disbursing small loans, ranging from Rs. 75 onwards. The OBC has various Agriculture Loan Schemes for farmers, such as, Composite Credit Scheme for Agricultural Leading, Overdraft Facility to Farmers, Advance against Warehouse Receipts to Farmers & Purchase of Land for Agriculture Purposes, Agriculture Clinic & Agriculture Business Centers.

Comprehensive Village Development Programme

On 13 April 1997 at the occasion of Baisakhi, OBC launched another unique scheme, 'The Comprehensive Village Development Programme' in three villages of Punjab. After the success of this scheme in these villages, the Bank extended the programme to more villages. Today, it covers 10 villages in Punjab, 4 in Haryana and 1 in Rajasthan. This programme focuses on providing a comprehensive and integrated package, which offers finance to the villagers.

Special Services For Women

Oriental Bank of Commerce has also implemented 14 point action plan for

strengthening the credit delivery to women. Under this scheme bank provide various loans to women, such as, Oriented Mahila Vikas Yojana, Scheme for Professional & self Employed Women, Scheme for Beauty Parlor/ Boutiques/ Saloons/Tailoring, Scheme for Financing Working Women, etc.

Head Office OrientalBankofCommerce HarshaBhawan,

E-BlockConnaughtPlace NewDelhi-110001 URL: www.obcindia.com

Our Vision

 

To be a sound all India, customer centric, efficient retail bank with contemporary size, technology and human capital; endeavouring to enrich lives across all sections of society; and committed to upholding the highest standards of corporate governance.

Our Mission

To provide the finest banking services by upgrading human capital and infusing advanced technology, thereby achieving total customer satisfaction; and being reckoned as the “Best Bank” in the Industry on all efficiency parameters.

To enhance shareholders’ wealth by ensuring sound growth of business and make valuable contributions to national economic growth

SERVICES:-

DEPOSITS

Current Accounts

Minimum deposits.

   

In Rural /Semi Urban branches

In Urban /Metropolitan branches

Rs. 250 Rs. 500    

Saving Accounts:-

Minimum deposits

In Rural /Semi Urban branches

In Urban / Metropolitanbranches

Without Cheque Book Facility

Rs. 50 Rs. 100

With Cheque Book Facility

Rs. 100 Rs. 200

FOR SENIORS CITIZENS AND PENSIONERS

Without Cheque Book Facility

Rs. 20 Rs. 20

With Cheque Book Facility

Rs. 250 Rs. 250

Interest Rates on Deposits

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

Credit Cards Social Banking – Mahila Udyam Nidhi Scheme, Krishi Card, OBC

Farmers Welfare Trust Corporate Banking - Gold Card scheme for exporters,

EXIM finance

Maturity period (Buckets)

Term Deposits less than Rs. 15 Lacs

Term Deposits of Rs. 15 Lacs and above but less than Rs.1Crore

Term Deposits of Rs. 1 Crore to Rs. 10 Crore

7 days to 14 days 3.00% 3.00% 3.00%

15 days to 30 days 4.50% 4.50% 4.50%

31 days to 45 days 5.00% 5.00% 5.00%

46 days to 90 days 5.75% 5.75% 5.75%

91days to 179 days 6.50% 6.50% 9.00%

180 days to 269 days

7.25% 7.25% 9.00%

270 days to less than 1 Year

7.50% 7.50% 9.00%

1 Year to 499 days 9.00% 9.00% 10.00%**

500 days 9.25% 9.25% 9.25%

501 days to less than 2 years

9.00% 9.00% 10.00%**

2 Year to 999 Days

9.00% 9.00% 8.50%

1000 Days 8.75% 8.75% 8.75%1001 Days to less than 3 year 9.00% 9.00% 8.50%

3 Years to less than 5 Years

8.50% 8.50% 8.50%

5 Years to 10 years 8.50% 8.50% 8.50%

Business Sector - OBC Karigar credit card, OBC Kushal Udhami,OBC

Pragati Udhami, OBC Vikas Udhami

LOANS

Banks in India with the way of development have become easy to apply in loan market. The following loans are given by almost all the banks in the country:

Personal Loan

Car Loan or Auto Loan

Loan against Shares

Home Loan

Education Loan or Student Loan

Internet Banking

Oriental Bank’s e-Banking Services have been launched to maximize the customer satisfaction. The Oriental Bank’s e-Banking Services are available to all the customers of bank branches. The authorized customers can view their various accounts Anytime (24*7) and Anywhere

Facilites offered

Online Balance Inquiry

View transactions Statement of Account – For a given period, range of Cheque .no &

Amount

Cheque Status Inquiry Clearing Instruments Inquiry

Stop Payment of Cheques Funds Transfer to own accounts Min. Amount : 1000 per transaction Max.Amount : 5,000 per transaction Per day Maximum Rs.25,000

DMAT Account

DEPOSITORY SERVICES

Dematerialisation Rematerialisation Settlement of trades

Transmission of securities MOBILE ALERTS:  

SMS alert for debits/credit in demat accounts registered for SMS facility. This service is offered free of cost

AWARDS AND DISTINCTIONS

Ranked among top 50 companies by the leading financial daily, Economic Times. Ranked as 323rd biggest bank in the world by Bankers Almanac (January 2006), London.

Earned 9th place among India's Most Trusted top 50 service brands in Economic Times- A.C Nielson Survey.

Included in the top 1000 banks in the world according to The Banker, London.

Objectives of the Study

This study has been conducted with a variety of important objectives in mind.

The following provides us with the chief objectives that have tried to achieve

through the study. The extent to which these objectives have been met could

judged from the conclusions and suggestions, which appear in the later of this

study.

The Chief Objectives of this study are:

1. To draw the comparative analysis of Punjab National bank Vs Oriental Bank Of Commerce.

2. To examine the various services offered by the PNB & OBC.

3. To know about the problems faced by the customers of PNB & OBC.

4. To analyses the services which are most popular amongst customers .

5. To study about views & suggestion of local area people regarding the services of PNB & OBC.

6. To appraise the credit facilities of PNB & OBC.

7. To offer some suitable suggestions in improving the design of the services.

RESEARCH METHODOLOGY

Research is an art of scientific investigation. In other word research is a scientific and systematic search for pertinent information on a specific topic. The logic behind taking research methodology into consideration is that one can have knowledge about the method and procedure adopted for achievement of objectives of the project. With the adoption of this others can evaluate the results also. Its main aim is to keep the researchers on the right track. The methodology adopted for studying the objectives was surveying the bank

account holders of Malout city. So keeping in view the nature of requirements of the study to collect all the relevant information regarding the comparison of PNB & OBC banks, direct personal interview method with structured questionnaire was adopted for the collection of primary data. Secondary data has been collected through the various magazines and newspapers and by surfing on Internet.

SAMPLE DESIGN:- A sample design is a definite plan for obtaining a sample from a given population. It refers to the techniques or the procedure the researcher would adopt in selecting items for the sample. Sample design may as well lay down the number of items to be included in the sample i.e., the size of the sample. Sample design is determined before data are collected. Here I select the population as sample in my sample design. The selected respondents should be as representatives of the total population.

Respondents:- The persons holding bank account of Malout city were taken into consideration

DATA COLLECTION

Data was collected by using main two methods i.e primary data and secondary data.

PRIMARY DATA

Primary data is the data which is used or collected for first time and it is not used by anyone in the past. There are number of sources of primary data from

which the information can be collected. I choose the following resources for my research.

QUESTIONNAIRE:- This method of data collection is quite popular, particular in case of big enquiries. Here in my research I set 15 questions and request the respondents to answer these questions with correct information.

RESPONDENTS:- Respondents helps in creation of more accurate idea about our research. I personally meet the respondents inside and outside the banks.

SECONDARY DATA

Secondary data is the data which is available in readymade form and which is already used by people for some purposes. There may be various sources of secondary data such as-newspapers, magazines, journals, books, reports, documents and other published information.

BANKS ANNUAL REPORTS:-

Banks issues there annual reports to get the people informed with the profitability and growth of the bank. Thes annual reports helps us a lot to get the latest data and other relate information for our research. It tells us about the increase or decrease in profits and other facilities.

JOURNALS AND PUBLICATIONS OF DIFFERENT BANKS :-

I also take into consideration the journals and publications issued by the bank at different times. I comes to know about the Branches, ATM, locations and other useful information.

MANUALS AND BROACHERS OF BANKS:-

I take the help of bank staff and other people who gives us deep information and data which may not be available at anywhere. They give me their full cooperation.

INTERNET:-

I also take into consideration the internet facility with which I collect lot of latest information.

SAMPLE PLAN :

SAMPLE SIZE:-

Keeping in mind all the constraints the size of the sample of the study was selected as 100.

SAMPLING UNIT:-

Punjab national Bank & Oriental Bank of Commerce ,Branch in Malout city. Due to nature of study, I also visited various different customers to collect the data.

SAMPLING TECHNIQUE:-

Stratified convenient sampling All customers were take into consideration. Research was conducted on clear assumptions that the respondents would give frank and fair answers in a pragmatic way and without any bias.

SAMPLING DESCRIPTION:-

In order to understand the nature and characteristics of various respondents in this study, the information was collected and analyzed according to their socio economic background which included the characteristic of their respondents like education, age marital status. This description shows that respondents included in this survey belong to different backgrounds and this turn increase the scope of the study.

Personal data of respondents

PERSONAL DETAIL

Particulars %age of Respondent

20-30 years 36%30-40 years 28%40-50 years 20%50-60 years 16%

36%

28%

20%

16%

AGE

20-30 years30-40 years40-50 years50-60 years

Analysis & Interpretation: From the above study I find that nobody is below 20 age and 20% respondents are between 20-30 age group, 50% respondents are between 30-40 age group, 20% respondents is between 40-50 age group and 10% respondents are between 50-60 age group.

GenderParticulars No of Respondent %age

Male 84 84%Female 16 16%Total 100 100

84%

16%

GenderMale Female

Profession of the respondents:-

Profession No. of respondentsSalaried 21Businessman 28Student 32Others 19

Salaried; 21

Businessman ; 28Student ; 32

Others ; 19

Profession of the respondents

SalariedBusinessman Student Others

HIGHEST EDUCATIONAL QUALIFICATION:-

Particulars No of Respondent % ageMatric 11 11Senior Secondary 14 14Graduate 46 46Post graduate 29 29Total 100 100

Matric; 11

Senior Secondary; 14

Graduate; 46

Post graduate; 29

EDUCATIONAL QUALIFICATION

MatricSenior SecondaryGraduatePost graduate

Analysis: This analysis shows that out of 100 respondent, 46% respondents are graduate & professional, 36% respondents are post graduate, 14% respondents are senior secondary and 2% respondents are of Matric category.

Interpretation: From the above data I conclude that most of respondents are Graduates & professional degree holders.

DATA COLLECTION: Data was collected using two main methtod

LIMITATIONS OF THE STUDY

Due to constraints of time and resources, the study Is likely to suffer from certain limitations. Some of these are mentioned here under so that the findings of the study may be understood in a proper perspective.

The limitations of the study are: Some of the respondents of the survey were unwilling to share information.

The information given by the respondents might be biased because some of them might not be interested to give correct information.

The officials of the bank supported me a lot, but did not havesufficient time to make the points more clear.

The research work is effected by time & cost constraints.

The research work is contained data only of Malout city.

This is the study of only 100 customers.

DATA ANALYSIS & INTERPETATION

Data collection is the systematic recording of information; data analysis involves working to uncover patterns and trends in data sets; data interpretation involves explaining those patterns and trends.

(In research) the phase of a study that includes classifying, coding, and tabulating information needed to perform quantitative or qualitative analyses according to the research design and appropriate to the data. Data analysis follows collection of information and precedes its interpretation or application.

Analysis of Data collected

1. The respondents were asked about which bank’s services they Are availing.

Table1: Name of bank’s which services the respondents are availing.

Banks No. of respondents Percent %Punjab national bank

52 52%

Oriental bank of commerce

34 34%

Both 14 14%

Graph 1:

Punjab na-tional bank;

52Oriental bank of commerc;

34

Others ; 14

No.of customers of Banks

Punjab national bankOriental bank of commercOthers

INTERTRETATION:-It was found that most of the respondents are availing services of Punjab National Bank while those of the Oriental bank of commerce less as compare to Punjab national bank & 14% customers are availing services from both the banks.

2. The respondents were Asked about that which bank they will give

priority.

Table2: Prior banks of the respondents

Bank Priority of customers

Percentage%

PNB 61 61%OBC 39 39%

61%

39%

Priority of customers

PNBOBC

Analysis :-From above graph seems that 61% customers gives priority to PNB & 39% customers gives priority to OBC bank.

Interpretation : From the above graph, it is seen that Punjab national is the most preferred bank as compared to Oriental bank of commerce.

Comparison: No.of customers of PNB & OBC banks.

Bank Customers in %PNB 61%OBC 39%Total 100%

The above comparison shows that the major number of Customer have their a/c with PNB bank.

3. The aim to ask this question was to know about the time period from the respondents are availing banking services from their bank.

Table:3

Time No. of respondents 0-1 year 271-3 years 123-5 years 22More then 5 years 39

0-1 year; 27

1-3 years; 12

3-5 years ; 22

More then 5 years; 39

0-1 year1-3 years3-5 years More then 5 years

Analysis :-From above graph seems that 27% customers have their account in their bank from last 0- 1years,22% have it from 3-5 years,39% have it from more then 5 years & 12% have their account in their bank from last 1-3 years.

Interpretation : From the above graph, it is seen that most of the customers have their account in their bank from last more then 5 years

Comparison : time period from the respondents are availing services from their particular banks.

Time perioud PNB% OBC%0-1 year 30% 23%1-3 year 13% 10%3-5 year 22% 21%More then 5 years 34% 46%Total 100% 100%

The table shows that PNB is attracting new customers.But the OBC bank have mostly loyal customers.

4. The aim to ask this question was to know the reasons for their preference in their particuler banks :-

Table: 4

Services No. of respondents Percentage%Quick services 41 41%Customer- relationship

27 27%

Location of branch 11 11%Reliability 21 21%

Quick services;

41

Customer- rela-tionship; 27

Location of branch; 11

Reliability ; 21

Reasons for prefrence

Quick servicesCustomer- relationshipLocation of branchReliability

Analysis :- The above graph shows that 27% customers choose their bank for good customer relationship,41% for quick services,21% for reliability & 11% for location of bank branch.

Inpretation: By analyzing this graph, we can conclude that most of the people is influenced by the quick services of the bank and location is given less preference than others.

Comparison: Reasons for the preference of the customers for availing services from their particuler banks.

Reasons PNB OBC

Quick Services 48% 31%

Location of bank branch

8% 15%

Customer relationship 31% 21%

Reliability 13% 33%

Total 100% 100%

The table shows that the customers avail services for the quick services of bank & the customers of OBC services for the reliability of bank.

5. The respondents were asked about the facilities they were availing

from their particular banks :-

Table 5.1 Number of people availing facilities form their banks

Services No. of users Percentage%Savings account 58 58%Current account 20 20%FDR’s 10 10%Loans 15 15%Credit card 7 7%

Savings account; 58

Current account; 20

FDR’s; 10

Loans ; 15

Credit card ; 7

Services availed by respondents

Savings accountCurrent accountFDR’sLoans Credit card

Analysis :-From above graph seems that 58% people have their saving acoount in their bank,15% have taken loan,20% have their current account & 10% have fixed deposit recipts.

Interpretation: From the above graph, it was found that was availed by most of the people have their saving account in their bank.Credit card are used by a very small class of people.

Comparison : comparison between Diff. kind of services availed by the customers of both banks.

Services PNB OBCSavings a/c 51% 43%Current a/c 20% 20%FDR’s 6% 15%Loan 15% 15%Credit card 8% 5%Total 100% 100%

The comparison shows that saving a/c is the service which is most the bank customers availed from their banks .the customers of OBC have more FDR’s then customers of PNB & credit card are more used by the customers of PNB then OBC bank.

6. The respondents were asked that if they are usins E – Banking service or not.

Table 6.Response No. of respondents %Yes 53 53%No 47 47%

Yes ; 53No ; 47

Response for use of e-banking service

Yes No

Analysis:The graph shows that 53% of people uses e-banking services & 47% of people don’t uses them.

Interpretation : By analyzing this graph, we can conclude that a big no. of respondents are using e- banking services.

Comparison :Comparison on the basis of use of e-banking services.

Responses PNB OBC

Yes 59% 44%

No 41% 56%

Total 100% 100%

The e-banking services of PNB bank are more famous between their customers.

1. The purpose of this question is to know the time which bank take to make the account operational of the customers. Table7.

Time No. of respondentsSame day 70Within three days 23Within one week 7Within two weeks 0

Same day; 70

Within three days; 23

Within one week; 7

No. of respondents

Same dayWithin three daysWithin one weekWithin two weeks

Analysis: From this above Graph, we can conclude that 70% customers respond that their bank makes the a/c operational on the same day,23% tells that it takes the time of three days,7% in one week & 0% in two weeks.

Comparison:comparison on the basis of consumption of time in making the a/c operational.

Time consumption PNB OBCSame day 74 64Within three days 18 31Within one week 8 5

Within two weeks 0 0Total 100 100

The data shows that the PNB is less time consuming then OBC.

2. The aim to ask this question was to know regarding the cooporation of staff of their service provider bank.

Table 8.

Response No. of respondents %Co-operative 45 45%More co-operative 20 20%Less co-operative 24 24%No co-operation 11 11%

Co-operative45%

More co-operative20%

Less co-opera-tive24%

No co-operation11%

Co-operative More co-operative Less co-operative No co-operation

Analysis: From this above Graph, we can conclude that 45% of respondents says that their bank staff is co-operative,20% says that their bank staff is more co-operative ,24%says that the staff is less co-operative & 11% says that there is no co-operation between the staff & customers.

Comparison :comparison on the basis of co-operation of the bank staff.

Responses PNB OBC

Co-operative 52% 33%

More co-operative 25% 13%

Less co-operative 15% 38%

No co-operation 8% 15%

Total 100% 100%

The above table shows that the staff ofg PNB bank is more co-operative then OBC bank. The employees of OBC bank are less co-operative.

3. The purpose of this question is to know Whether their Bank informs them regarding their new services.

Table 9.

Yes; 74

No; 26

YesNo

Analysis: From this above Graph, we can conclude that the 74% says says that their bank inform them regarding their new introduced services & 26% of the customers says that their bank don’t inform them about this.

Comparison :Comparison on the basis of that wheather the banks inform their customers regarding their new introduced services.

The data shows that PNB is more informative in nature then OBC.

4.

The aim to ask this question was to know wheather the respondents

Responses No.of respondents %Yes 74 74%No 26 26%

Responses PNB OBC

Yes 77% 69%

No 23% 31%

Total 100% 100%

have availed any loan from their bank or not.

Table 10.

Response No.of respondents %

Yes 15 15%

No 85 85%

Yes; 15

No ; 85

YesNo

Analysis: The graph shows that 15% of the respondents have availed loan from bank & 85% of the people have not availed it from their bank.

Interpretation : From the above graph we can conclude that a less no. of bank customers have taken loan from their banks.

Comparison :comparison on the basis of the loan availed by the number of customers of PNB & OBC.

Response of respondents

PNB OBC

Yes 15% 15%

No 85% 85%

Total 100% 100%

The above data shows that the number of respondents are same that have availed loan from their banks.

11. The aim to ask this question was to know the reasons for the

respondends have not taken loan from their banks.

Table11.

Reasons No. of respondents High rate of intrest 5High processing fees 8Too many formalities 15Taken from other bank 22No need 35

High rate of in-trest

High processing fees

Too many formalities

Taken from other bank

No need0

10

20

30

40

High rate of intrest; 5

High process-ing fees;

8

Too many formalities;

15

Taken from other bank;

22

No need; 35

Reasons for not taking loans

Analysis: The graph shows that 35% of customers have not need to take loan,22% customers have taken it from other bank or fnancal institutions,15% people have not taken it due to too many formalities of their banks,8% have not taken it due to high processing fees & 5% due to high rate of interest.

Comparison :comparison on the basis of reasons for not availing the loan.

Reasons PNB OBC

High rate of interest 6 6

High processing fees 8 12

Too many formalities 11 27

Taken from other bank 35 12

No need 40 43

Total 100 100

The above comparison shows that the rate of interest have sane effect on the customers,the OBC bank have too many formalities& high processing fees so the customers have not availed the loan from that bank.

12. The aim to ask this question was to know whether the respondents

faces any problem with their particular bank.

Table 12.Response No. of responses %

Yes 19 19%

No 61 61%

Sometimes 20 20%

Yes No Sometimes

0

10

20

30

40

50

60

70

Yes; 19

No; 61

Sometimes; 20

Analysis: The graph shows that 61% of customers haven’t face any problem with their bank ,20% customers face problems sometimes & 19% says that they have face problem with their bank.

Comparison:Comparison on the basis of that have the problems faced by customers of both banks or not.

Responses PNB OBC

Yes 8% 35%

No 72% 44%

Sometimes 20% 21%

Total 100% 100%

The above data shows that the customers of OBC have faced more problems then the customers of PNB bank.

13. The aim to ask this question was to know what type of the problems faces by the respondents regarding the services provided them by their preferred bank .

Time consuption; 16

Too many formalities; 5

Less co-opera-tion; 11

others; 7

Time consuptionToo many formalitiesLess co-operationothers

Problems faced by customers

No. of responses

Time consuption 16

Too many formalities 5

Less co-operation 11

Others 7

Analysis: The graph shows that 41.02%of customers have the problem of time consumption,12.82% have problem with too many formalities of banks,11% with less co-operation of bank staff & 17.94% with other type of problems.

Interpretation : From the above graph we can conclude that most of the customers have the problem of ime consumption, & the second most problem is too many formalities of banks.

Comparison : comparison on the basis of diff. types of problems faced by the customers .

Problems faced by customers

PNB OBC

Time consumption 41% 41%

Too many formalities 18% 9%

Less co-operation 17% 36%

Less no. of branches 0% 0%

Other(s) 24% 13%

Total 100% 100%

From the above data we can canckude that time consumption is the major problem with both the banks.the OBC have a problem of less co-operation.the pnb bank have the second major problem like location of ATM booths,too many formalities etc.

14. The respondents were asked that in future would they like to shift from the present banks:-

Table 14

Response No. of responses %Yes 22 22%No 65 65%Can’t say 13 13%

Yes; 22

No; 65

Can't say; 13

Customers ready to shift from present bank.

YesNoCan't say

Analysis: From this above Graph, we can conclude that the number of respondents ready to shift from their present bank is 22% while 65% customers seems to be satisfied from their bank and 13% customers havn’t any opinion regarding this .

Comparison :Respondents want to change the service provider bank in future.

Responses PNB OBC Yes 6% 46%No 79% 44%Can’t say 15% 10%Total 100% 100%

FINDINGS OF THE STUDY

After conducting the study I have find out the findings given below:

A major number of respondents have their account with Punjab National Bank.

Major number of respondents of my study have their account with their bank from last five years & more.

Majority of the respondents whether in PNB or in OBC bank have savings account with their banks.the second most used service is current account by the customers.

The customers of PNB like their bank for the quick services of the bank & the customers of OBC have reliability in their bank.

The e- banking services are used by the customers of PNB are more then OBC bank’s customers.

The data shows that the bank make the account operational on the same day.

The study shows that the bank staff of PNB is more co-operative then the staff of Oriental bank of Commerce.

The PNB bank informs their customers regarding the new introduced services so they can avail them.

The FDR’s of the OBC bank are more favourite between the customers of OBC bank.

Same no. of respondents have availed loan from both the banks PNB & OBC.

The banks have high processing fees,too many formalities are the reasons for not availing the loan from their particular banks.

Number of problem faced by the people is more in OBC bank.

People are more satisfied form the Punjab National Bank due to their better services provided by them in terms of speedy transactions fully computerized facilities good investment Advisory services, efficient and co- operative staff.

People want a change in the behavior of the staff of the Oriental Bank of Commerce.

Majority of respondents at PNB do not want to shift from their present bank.

From the above study it is clear that PNB is providing betterservices than OBC bank.

Major number of respondents of OBC bank said that the bankemployees never pay any attention to them.

From the above study is clear that the banks do not organize any customer meets. All the 100% respondents said that their bank does not organize and customer's meets to resolve their problems.

Recommendations

Bank staff should be customer friendly and highly motivated to serve the normal customer.

As far as possible, banks should reduce its documentationprocess while providing loans.

The banks have to imrove their credit card services.

There is a need of change in the bhaviour of the staff of OBC bank to provide better services.

Quick services should be provided in OBC bank to get the new customers.

More ATM coverage should be provided for the convenience of the customers.

Customer care services should be provided by banks.

Banks should increase the rate of interest on saving account.

Banks should provide loan at the lower interest rate and education loans should be given with ease without much documentation.

The OBC bank should improve their information services so the customers can know about the new services of bank.

More ATM coverage should be provided for the convenience of the customers.

The branch should promote cooperation and coordination among employees which help them in efficient working.

CONCLUSION

There is a hard competition in the banking sector of India .The customers of

banks expect not only the safety of money but also best ways to invest that

money which need needs to be fulfilled. Banks need to have a better outlook

towards to actually what customers are requiring.Both the banks PNB & OBC

have a good number of customers with them but the Punjab national bank have

more customers then oriental bank commerce.

The study shows that the customers in the present scenario began to use

internet banking for fast transactions & fast transfer of money but in this PNB

is providing his service to more number of customers then OBC bank. The

customers of banks have some problems like too many formalities of

banks,time consumotion,less no. of ATM booths etc. But the main problem is

less co-operation of the bank staff to their customers mainly in OBC. The

banks have to need of advertisement if their other facilities like credit

cards,loans facilities,FDR’s etc to improve the no. of Customers of these

services.

BIBLIOGRAPHY

BOOKS:

Kothari C.R. (1990) Research Methodology: Method and Techniques; Wishva Prakashan, New Delhi.

“Banking in India” by P.N.Varshney

“Indian financial System & Commercial Banking” by Khan Masood Ahmed

WEBSITES:

www.pnbindia.com

www.rbi.org.in

www.knowledgestom.com

www.obc.com

BROACHERS & PAMPHLETS

Broachers and pamphlets of PNB & OBC Banks.

QUESTIONNAIRE

Dear customer,

I am Ashish Joshi is a student of MIMIT Malout. I am undergoing the project entitled named“Comparative Study of Punjab National Bank Vs Oriental Bank of Commerce” So by filling this questionnaire please help me in completing my project.

Name………………………Age………….EducationalQualification………

Address……………………………Gender(M/F)……….Mob………………

Q1. What is your occupation?

(a) Salaried (b) Businessman (c) Student (d) Other

Q2. From which bank services you are availing banking services?

(a) Punjab National Bank ( b) Oriental Bank of commerce (c) Both

Q3. Which is your prior bank?

(a) Punjab National Bank ( b) Oriental Bank of commerce

Q4. How long you are availing banking services from your bank?

(a) 0-1 Year (b) 1-3 Years (c) 3-5 Years (d) More than 5 Years

Q5. Why do you Prefer services of this particular bank?

(a) Quick services (b) Location of bank branch (c) Customer

relationship (d) Reliability

Q6. Which kind of service you are availing from your particular Bank?

(a) Saving account (b) Current account (c) FDR (d) Loans (e)

Credit card

Q7. Are you using E-banking services ?

(a) Yes (B) No

Q8. How much time your Bank Take to get your account operational ?

(a) Same day (b) Within three days (c) Within one week (d) Within

two weeks

Q9. Is the staff of your bank are co-operative?

(a) Co-operative (b) More co-operative (c) Less co-operative

(d) No-co-operation

Q10. Whether your Bank informs you regarding their new services?

(a) Yes (b) No

Q11. Have you availed any loan from your bank ?

(a) Yes (b) No

Q12. If no then why ?

(a) Higher rate of interest (b) High processing fees (c) Too many

(b) formalities

(d) Taken from other bank (e) No need

Q13. Did you ever faced any problem with the services of your particular

bank?

(a) Yes ( b) No (c) Sometimes

Q14. What are the problems faced by you with your Bank?

(a) Time consumption (b) Too many formalities (c) Less co-operation

(d) Less no of branches (e) Other

Q15. In future do you want to change your bank?

(a ) Yes (b) No (c) Can’t say

Q16. Any suggestion……………………………………………………..

………………………………………………………………………

Thanks for your valuable time given to us. I assure you that the information

provided by you will remain confidential. Thanks for your kind co-

operation.