“customer relationship management on effective way of knowledge management for customer...

8/6/2019 CUSTOMER RELATIONSHIP MANAGEMENT ON EFFECTIVE WAY OF KNOWLEDGE MANAGEMENT FOR CUSTOMER SATI

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STUDENT DECLARATION

I am kartikey misrhra student of MBA here by declares that the project report titled

CUSTOMER RELATIONSHIP MANAGEMENT ON EFFECTIVE WAY OF

KNOWLEDGE MANAGEMENT FOR CUSTOMER SATISFACTION is completed and

submitted under the guidance of Mrs Arpita allen is myoriginal work.

The imperial finding in this report is based on the data collected by me. This project has not been

submitted to MIT Meerut for the purpose of compliance of any requirement of any

examination or degree.

KARTIKEY MISHRA

Roll No. 0929270018

MBA IV Semester

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ACKNOWLEDGEMENTS

I am also extremely grateful to Mrs arpita allen (Faculty, Management, MIT, Meerut) to

have given me this opportunity to work with him and gain valuable insights into the enticing

world of online share trading.

I am indebted to all staff members of PNB, New Delhi for their valuable support and

cooperation during the entire tenure of this project. Not to forget, all those who have kept my

spirits surging and helped me in delivering my best.

Kartikey mishra

MBA. IV Sem.

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INTRODUCTION

INTRODUCTION

Customer service has great significance in the banking industry. The banking system in

India today has perhaps the largest outreach for delivery of financial services and is also serving

as an important conduit for delivery of financial services. While the coverage has been

expanding day by day, the quality and content of dispension of customer service has come under

tremendous pressure mainly owing to the failure to handle the soaring demands and expectations

of the customers.

Banks are in the business of marketing their services. Amongst the various indicators of

Banks performance, the most crucial one is the level of satisfaction of its customers. A positive

and sympathetic disposition with a sincere desire to help accomplish his job, satisfies a customer.

The bank has a strong belief that a satisfied customer is the foremost factor in developing

business.

2. Meeting the legitimate aspirations of its customers will enable the bank to maintain its

image, create confidence and attract funds comparatively at low cost in a competitive

environment. Ensuring improvement in the customer service rendered by the banks has also

been the constant endeavour of RBI. This is evidenced by a series of studies conducted by

various committees such as the Talwar Committee, Goiporia Committee, Tarapore Committee

etc. to bring in improvement in performance and procedure involved in the dispension of hassle-

free customer service.

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In addition, RBI has been actively engaged in the review, examination and evaluation of

customer service in banks. It has constantly brought into sharp focus the inadequacy in banking

services available to the common person and the need to benchmark the current level of service,

review the progress periodically, enhance the timeliness and quality, rationalize the processes

taking into account technological developments, and suggest appropriate incentives to facilitate

change on an ongoing basis through instructions/guidelines. Various instructions issued in this

regard may be summed up as under:

i) Instructions issued on the basis of the various Working Groups/ Committees on

Customer Service in Banks.

ii) Instructions issued on the basis of Code of Banks Commitment to customers

(BCSBI Code)

iii) Instructions issued on the basis of Board approved policies on Customer Service

i.e.

a. Model Policy on Bank Deposits

b. Cheque Collection Policy

c. Compensation Policy of Bank

d. Grievance Redressal Policy

(iv) Other instructions:

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a. Opening/Operation of Deposit Accounts

. Levy of Service Charges

. Service at the Counters

d. Guidance to customers and Disclosure of information

. Operation of Accounts by Old & Incapacitated persons

f. Providing banking facilities to Visually Impaired Persons

g. Remittance

h. Cheque Drop Box facility

. Collection of instruments

Dishonour of Cheques Procedure thereof

k. Dealing with Complaints and Improving Customer Relations

. Erroneous Debits arising on fraudulent or other transactions

m. Extension of Safe Deposit Locker / Safe Custody Article Facility

n. Nomination Facility

o. Settlement of claims in respect of deceased depositor -Simplification

of procedure

. Customer Confidentiality Obligations

q. Financial Inclusion

. Miscellaneous

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BANKING OMBUDSMAN SCHEME 2006

5. RBI introduced Banking Ombudsman Scheme in 1995 to provide an expeditious and

inexpensive forum to bank customers for resolution of their complaints relating to banking

services. The scheme was revised in 2002 to cover Regional Rural Banks and to permit a

review of the Awards against the Banks by RBI. Scheme was further revised in 2006 with

much wider scope by including several new areas of customer complaints concerning

deficiency in banking services including Credit Accountds. Copy of Banking

Ombudsman Scheme 2006 is given as per Annexure A.

Compliance requirement where Awards are passed:

(i) Under Clause 12 (i) if a complaint is not settled by agreement within a period of one

month from the date of its receipt, the Banking Ombudsman would pass an Award or

reject the complaint. In case an Award is passed, its copy is sent to the complainant and

the Bank named in the complaint.

(ii) As per extant guidelines, on receipt of the Award passed by the Banking Ombudsman

in favour of the complainant, it should be properly examined to address issues, whether

human or systemic, leading to the complaint and consequently to the Award and

immediately thereafter, the Award passed should be submitted to Customer Accounte

Centre, Head Office along with the comments and recommendations of Circle Head

thereon, giving justification to accept or to go in for appeal against the Award.

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(iii) The status is to be placed to CMD on the Banks stand to accept the Award or to go for

an appeal.

a) Further, in case Circle Office considers that the Award passed is not based on

the full facts or is not acceptable to the Bank, the entire case is to be sent to

Customer Accounte Centre, Head Office along with justification for filing an

appeal so that the matter could be placed before CMD, who is the Competent

Authority to grant permission for filing an appeal with the Appellate Authority i.e.

Dy.Governor, RBI, Mumbai. The guidelines on the subject are reproduced

hereunder for ready reference.

In terms of Clause 12 (1) of Banking Ombudsman Scheme 2006, any person

aggrieved by an Award under the above clause or rejection of a complaint

for the reasons referred to in sub clauses (c) to (g) of clause 13, may within 30

days of the date of receipt of communication of award or rejection of

complaint, prefer an appeal before the Appellate Authority. The Bank can

appeal only with the prior sanction of their Chairman & Managing Director

or in his absence, Executive Director as per Clause 14 of the Banking

Ombudsman Scheme.

b) In case Circle Office is of the opinion that the Bank should not go for an appeal

against the Award pronounced by the Banking Ombudsman, a copy of the

Award along with justification/views of the Circle Office be forwarded to

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Customer Accounte Centre, Head Office, immediately after its receipt so that

the same could be placed before the CMD as the Competent Authority for

approval.

6. It is pertinent that all Awards passed by the Banking Ombudsman should be brought to

the notice of Customer Accounte Centre, Head Office for the following reasons:-

(a) Status of the cases filed with the Ombudsman and in particular, all the Awards are

required to be placed before the Customer Service Committee of the Board of the

Bank as per RBI directives.

(b) All the Awards remaining unimplemented for more than three months with the

reasons are required to be reported to the Board.

(c) Status of cases with Ombudsman is reviewed by RBI every quarter.

INTERNAL MACHINERY TO HANDLE CUSTOMER COMPLAINTS/ GRIEVANCES:

7. CUSTOMER SERVICE COMMITTEE OF THE BOARD

Board in its meeting held on 20th November, 2004 approved Constitution of Customer

Service Committee of the Board (CSCB). The meeting of the said Committee takes place once

in three months. Minutes of the meetings are placed to the Board only after the same have been

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confirmed by the concerned Committee. The above Committee is chaired by the Executive

Director and other Directors of the Bank are its members. The Committee is discharging the

following functions :

a) Oversee the functioning of the ad hoc committee of the Bank so long as it

operates including compliance of the recommendations of the Committee on

procedures and performance audit on public services (Tarapore Committee).

b) Initiating innovative measures for enhancing the quality of customer service and

improving the level of customer satisfaction for all categories of clientele at all

times.

c) Oversee and review/modify the initiatives taken by the Standing Committee on

Customer Service.

The decision of the Committee meetings are conveyed to the respective Circles, concerned

Divisions/Deptt. of HO for examining the issues/or taking necessary action in the identified areas

for improving the customer service and level of convenience of customers from time to time. It

is, therefore, emphasized that all Circle Heads/ concerned Divisions must comply with the

directives of the Committee expeditiously and report back to Customer Accounte Centre, HO

with the Action Taken Report on the respective issues to enable to place the matter before the

Customer Service Committee of the Board in its next meeting.

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8. STANDING COMMITTEE ON CUSTOMER SERVICE

In order to support broad-based improvement in customer service in relation to various

banking services, Standing Committee on Customer Service was constituted as per Reserve

Bank of India instructions conveyed vide Guidance Note dated 16.04.2005. This

Committee is chaired by the Executive Director and CGM/GMs of other Divisions are its

members. With a view to enable an independent feed back on the quality of customer

service rendered by our bank, two non-official members are included as members of the

said Committee for a period of one year. The meetings of the Committee are held on

quarterly basis. The Committee evaluates feed back on quality of customer service

received from various quarters. Besides this, Committee also reviews the feed back on

customer service, implementation of commitments in the Code of Banks Commitments to

Customers and complaints related to non-compliance thereof.

The Committee also ensures that all regulatory instructions regarding customer service are

followed by the bank. Towards this, the committee obtains necessary feed-back/

information from Circle Offices / Functional Heads of various Divisions at HO.

The Committee also considers unresolved complaints/grievances referred to it by

functional heads responsible for redressal and offer their advice.

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Besides, the Committee also evaluates the broad nature, source of complaints and suggests

for implementation of various steps/ measures for resolving the complaints as well as

preventive steps to ensure that these do not recur.

9. NODAL OFFICER AND OTHER DESIGNATED OFFICIALS TO HANDLE

COMPLAINTS AND GRIEVANCES

(i) Nodal Officer: Bank has appointed General Manager, Customer Accounte Centre, HO as

Nodal Officer at HO level who is responsible for implementation of customer service and

grievance redressal mechanism. Likewise, at Circle Offices, Circle Heads are the Nodal

Officers for the respective Circles and are responsible for implementation of customer

service and complaint handling for the branches under their administrative control.

(a) The names, addresses, email and contact number of Nodal Officers must be

prominently displayed on the Notice Board at the branches.

(b) As perOmbudsman Scheme 2006, Circle Heads are to appoint Nodal Officer for

their offices and inform the name of such Nodal Officer to the respective office of

the Banking Ombudsman under whose jurisdiction the Circle Office falls. The

Nodal Officer so appointed is responsible for representing the bank and furnishing

information to the Banking Ombudsman in respect of complaints filed against the

Bank. Circle Head must ensure that the names of the designated Nodal Officer

for the Banking Ombudsman Schemes have been informed to the Banking

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Ombudsman as well as to the State Level Banker Committee (SLBC) Convener

Bank.

(ii) Code Compliance Officer : Bank has adopted the BCSBIs Code of Banks

Commitments to customers. It has been placed on banks website www.pnbindia.com.

To ensure implementation of Code of Banks Commitment to Customers, bank shall have

a Code Compliance Officer at each of its controlling offices above the level of the branch

and at the Head Office. General Manager, Customer Accounte Centre has been appointed

as a Principal Code Compliance Officer at Head Office level.

Circle Head must ensure that an officer not below the rank of Scale-IV be designated as

Code Compliance Officer at theirs. The names, addresses, email and contact number of

Code Compliance Officer be displayed at the branches. Complaints relating to non-

compliance to the provisions of Code of Banks Commitments are lodged with the Code

Compliance Officer.

10. COMPLAINT REGISTRATION

A customer may lodge complaint either in writing or through e-mail if he is not satisfied

with the services provided by the bank. All complaints will be recorded by the bank in a

database. The database, along with the acknowledgement letter and other

correspondence will be preserved for at least three years for future reference.

Arrangements for receiving complaints and suggestions are given hereunder :

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(i) Written complaints

(a) Complaint forms have been provided at all branches and also available at banks

website www.pnbindia.com under section Complaints. Complaint form must be

given to the customer on demand by the Branch Manager.

(b) On submission of complaint, Branch Manager must give its acknowledgement to

the customer.

(c) Complaint Book in perforated form (Form 1013) is also available at all the

branches. It should be provided to the customer on demand if he intends to record

his grievances therein.

(ii) Complaints over telephone

(a) The complaint may be lodged with the Chief-Host/Nodal Officer in Circle Office

of the concerned branch or to the Branch Manager over telephone. The name and

telephone number of Chief-Host/Nodal Officer of the concerned branch are

displayed in the branches.

(b) The complaint received on telephone be handled with accounte and proper reply

should be given to the customer. This will prove helpful in establishing and

maintaining good relation with all concerned while enhancing image of the bank

in the eyes of public.

(c) Good manners on telephone go a long way in building up the image of caller and

that of his /her organisation.

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(iii) Customer Relationship Centre

(a) A complaint can also be reported to our Customer Relationship Centre on Toll

Free Number 1800 180 2222, accessible 24 hours from MTNL/BSNL landline

phones throughout India or 0124-2340000 a paid number, which is accessible

from landline as well as mobiles of any telecom operator.

(b) Circle Head must ensure that the designated officer at the Circle Office / Branch

Manager browse the site regularly to ascertain the status of complaints registered

against branches of their Circle, if any.

(c) The resolution against the complaints is to be updated in the respective column so

that the customer can be apprised about status of the complaint if he/she contacts

the Customer Relationship Centre subsequently.

(iv)Complaints through email

Customer can submit complaint through e-mail also. Circle Head to ensure that e-

mail addresses of the Nodal Officer and Code Compliance Officer have been

provided at the branches under their jurisdiction.

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11. EDUCATING THE COMPLAINANT

Nodal Officer of the concerned Circle Office shall inform the complainant about the

resolution/remedial action taken/banks views on the complaint. If the complainant

accepts it or fails to respond within 7 days, complaint would be closed.

In case the complainant rejects the remedial action taken/banks views, it would be

recorded and complainant would be informed the alternative recourses available to him :

(i) Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, 2nd Floor,

Sardar Patel Bhawan, Sansad Marg, New Delhi.

(ii) The Banking Ombudsmanhas 15 offices located mainly in State Capitals. Customer

may approach the Banking Ombudsman provided his written representation to the bank

has been rejected or he has not received any reply within a period of one month after the

bank has received his representation or the complainant is not satisfied with the reply

given to him by the bank. Name & address of the Banking Ombudsman of the area

concerned has been displayed on the Comprehensive Notice Board in all the branches.

(iii) The District Consumer Forum under Consumer Protection Act, 1985.

12. INTERACTION WITH CUSTOMERS

Some of the complaints arise on account of lack of awareness amongst customers about

the Bank services. The bank recognizes that customers

expectations/requirements/grievances can be better appreciated through personal

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interaction with customers by banks staff which also help the customers appreciate

banking services better. In view of this, following arrangements have been made :

(i) Personal Hearing

On 15th of every month (next working day in case 15th is a Saturday/holiday/closed

day); customer can meet the Branch Manager/Circle Head/Chairman & Managing

Director in their office from 3 pm to 5 pm for redressal of his grievances as well as

for offering suggestions.

(ii) Branch Level Customer Service Committees

Constitution of Customer Service Committees in all branches/Circle Offices with

greater involvement of customers, Senior Citizens / staff alike to study / discuss

complaints / suggestions, cases of delay, difficulties faced / reported by customers /

Members of Committee and evolve ways and means of improving customer service.

Date and time of meeting is to be displayed in advance in the Branch so that

customers from cross sections of society can attend the same.

The Customer Service Committee will meet at regular intervals and at least once in a

month preferably on a common date in all branches as decided by Circle Office.

(iii) Circle Head must ensure that:

(a) Customer Service Committee Meetings are being regularly held at branches and

minutes of the same are being obtained and monitored at their office and

necessary corrective action is being taken wherever necessary.

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(b) Further, the Incumbents/staff of branches which have received large number of

complaints in the past few months are being called to participate in the Monthly

Circle Level Customer Service Committee Meeting wherein the reasons for

complaints are analysed and appropriate preventive/corrective/reformative

measures are implemented to bring about improvement in the customer service.

(c) Branches/Circle Offices should also incorporate in the copy of minutes the

suggestions/ actions where decision is required to be taken at higher level in

order to improve customer service on continuous basis. Circle Office in turn

shall take up with the concerned Division at Head Office level for their

consideration.

(iv) Customer Relation Programmes

The system of Customer Relation Programme (Customer Meet) was introduced in

May 1985. Circle Offices are required to convene special meeting of customers

drawn from cross section of our clientele ensuring proper representation within the

city where the Circle Office is located, at least twice a year. It is important that

customer meet should be organized and customers of various branches be invited to

participate. The date, time and venue of this meet be displayed in the concerned

Branches of the Circle well in advance.

Further, as per the directives of the Customer Service Committee of the Board,

all Circle Heads should ensure that while organizing Customer Relations

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Programme every half year, wherever feasible, they should also invite

local/other directors (depending upon their availability).

13. SENSITIZING OPERATING STAFF ON HANDLING COMPLAINTS

Staff would be properly trained for handling complaints. We are dealing with people and

hence difference of opinion and area of disagreement can arise. With an open mind and a

smile on the face we shall endeavour to win the customers confidence. The Nodal

Officer shall ensure that internal machinery for handling complaints/grievances functions

smoothly and efficiently at all levels. Further, depending upon the nature of complaints

feed-back for training requirement of staff at various levels is given to Learning &

Knowledge Management Centre. On Location Training Programmes be organised in the

Branch with the help of Central Staff College/ Regional Staff Colleges/ Zonal Training

Centres.

14. COMPLAINTS RELATED TO MISBEHAVIOUR ZERO TOLERANCE

Under no circumstances, misbehavior of any degree by our staff members shall be

tolerated and firm and swift action should be taken to curb this tendency.

In terms of HRDD, HO Guidelines Dy.General Manager/Asst.General Manager posted at

Customer Accounte Centre have been designated as Disciplinary Authority for Officer in

JMG-I & MMG-II & III & AGM/Chief Manager for Workmen staff respectively in the

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cases emanating out of customer complaints relating to Retail Customers/all Education

Loan complaints.

15. NO QUEUE FACILITY FOR SENIOR CITIZENS

All the branches should make special arrangements to provide efficient counter service to

the pensioners, who are mostly senior citizens and display on the Notice Board NO

QUEUE FOR SENIOR CITIZENS so that Senior Citizens need not wait for their turn

by standing in the queue.

16. DISPLAY OF INFORMATION BY BANKS COMPREHENSIVE NOTICE

BOARD/INFORMATION BOOKLET

In compliance of RBI directives towards display of various key aspects i.e. interest rates,

service charges, minimum balance requirement, product information, time norms for

various banking transactions and Grievance Redressal Mechanism , Bank has designed a

uniform Notice Board at HO and the format of Comprehensive Notice Board has already

been circulated to all Circle Offices with instructions to ensure display at branches.

(i) NOTICE BOARD

Circle Office to ensure that:

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(a) The Comprehensive Notice Board has been displayed at a prominent place in

the branches under their jurisdiction.

(b) Display of Board is arranged in such a way that bottom of the Board is at the

height of not more than 4 feet from the ground so that no inconvenience is

caused to the customers in reading the same.

(c) The Comprehensive Notice Board is updated regularly whenever there is a

change in respect of the information already displayed on the following

points:

Date : Branch should indicate the date up to which the board has been

updated (in the place provided on the right side top corner of the

Notice Board).

A-7: Banks BPLR (Benchmark Prime Lending Rate)

and date.

B-1&3 Minimum balance requirement for SB and CA a/cs and

Charges for non-maintenance of minimum balance. Each branch

should mention the minimum balance required (based on the

category of branch Rural, Semi-Urban, Urban & Metro for S/B &

CA accounts).

C-2 Name & full address, telephone/ Fax no. and e-mail address of the

Circle Head should be given.

C-3 Name, Full address, Telephone number, e-mail address of

concerned Banking Ombudsman should be given.

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Apart from the above if there is any change in any other column, the

amendment may immediately be effected.

(ii)Information Booklets:

RBI also advised banks to provide details of important information on the Notice

Board in the Booklet form. The booklet contains information for guidance to the

customers in the form of Replaceable pages to facilitate copy and updation.

(a) The Booklet be kept at the May I Help You counter or with Second man

(Hall Incharge) easily accessible to the customers. One copy of the Booklet

should remain with the Incumbent Incharge.

(b) The language requirements (i.e. bilingual in Hindi speaking states and

trilingual in other states) may be taken into account.

(c) Copies of the information/ material contained in the booklet be made

available to the customers on request.

On receipt of revised instructions/ amendments in any of the document contained in

the above booklet, the concerned pages of the booklet be immediately updated/

replaced and requisite changes on the Comprehensive Notice Board also be

accountried out at the appropriate place.

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17. CLEANLINESS & UPKEEP OF PREMISES

It is necessary that office premises are well maintained and furniture/ fixtures are kept in

proper condition and adequate facilities are provided to make the customers waiting time

comfortable.

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PRIVATE SECTOR BANKS

Private banks are essentially comprised of two types: the old and the new. The old private

sector banks comprise those, which were operating before Banking Nationalization Act was

passed in 1969. On account of their small size, and regional operations, these banks were not

nationalized. These banks face intense rivalry from the new private banks and the foreign banks.

The banks that are included in this segment include: Bank of Madura Ltd. (now a part of

ALLAHABAD Bank), Bharat Overseas Bank Ltd., Bank of Rajasthan, Karnataka Bank Ltd.,

Lord Krishna Bank Ltd., The Catholic Syrian Bank Ltd., The Dhanalakshmi Bank Ltd., The

Federal Bank Ltd., The Jammu & Kashmir Bank Ltd., The Karur Vysya Bank Ltd., The Lakshmi

Vilas Bank Ltd., The Nedungadi Bank Ltd. and Vysya Bank. The new private sector banks were

established when the Banking Regulation Act was amended in 1993. Financial institutions

promoted several of these banks. After the initial licenses, the RBI has granted no more licenses.

These banks are gearing up to face the foreign banks by focusing on service and technology.

Currently, these banks are on an expansion spree, spreading into semi-urban areas and satellite

towns. The leading banks that are included in this segment include Bank of Punjab Ltd.,

Centurion Bank Ltd., Global Trust Bank Ltd., HDFC Bank Ltd., ALLAHABAD Banking

Corporation Ltd., IDBI Bank Ltd., IndusInd Bank Ltd. and UTI Bank Ltd.

FOREIGN BANKS

The operations of foreign banks, though similar to that of other commercial Indian banks,

are mainly confined to metropolitan areas. Foray of foreign banks depends on reciprocity,

economic and political bilateral relations. An inter-departmental committee has been set up to

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endorse applications for entry and expansion. Foreign banks, in the wake of the liberalization

era, are looking to expand and diversify. Some of the leading foreign banks that operate in India

are Citibank, Standard Chartered Grindlays Bank, Hong Kong Shanghai Banking Corporation,

Bank of America, Deutsche Bank, Development Bank of Singapore and Banque National De

Paris.

PUBLIC SECTOR BANKING AT A DISADVANTAGE

Functioning of Public Sector Banks (PSBs), which are yet to achieve computerization

across the board, is at a relative disadvantage when compared to the private sector, which is

offering state-of-the-art facilities such as ATMs, doorstep banking, banking on phone, and net

banking. PSBs also suffer from huge costs of labor and low levels of automation. At this rate, it

may not be long before new channels devised by private banks effectively surpass the number of

branch networks offered by the PSBs.

This apart, the problems which have assumed enormous proportion today as far as Public

Sector banks are concerned are ballooning NPA levels, declining margins, poor credit off-take,

high overheads, and lack of good quality assets. Banks are sticking to reliable borrowers for fear

of bad debts. In fact, banks largely invest in government securities, which have zero risk. With

GOI being the single largest borrower, the yields on these securities determine the interest rates.

The government aims to decrease its shareholding in PSBs to 33%, however, at the same

time it also wants to retain the controlling stake. This, it is feared, is not going to solve the

problems which PSBs are coping with now.

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COMPANY PROFILE

History

1895: PNB commenced its operations in Lahore. PNB has the distinction of being the first Indian

bank to have been started solely with Indian capital that has survived to the present. (The first

entirely Indian bank, the Oudh Commercial Bank, was established in 1881 in Faizabad, but

failed in 1958.) PNB's founders included several leaders of the Swadeshi movement such as Dyal

Singh Majithia and Lala HarKishen Lal, Lala Lalchand, Shri Kali Prosanna Roy, Shri E.C.

Jessawala, Shri Prabhu Dayal, Bakshi Jaishi Ram, and Lala Dholan Dass. Lala Lajpat Rai was

actively associated with the management of the Bank in its early years.

1904: PNB established branches in Karachi and Peshawar.

1940: PNB absorbed Bhagwan Dass Bank, a scheduled bank located in Delhi circle.

1947: Partition of India and Pakistan at Independence. PNB lost its premises in Lahore, but

continued to operate in Pakistan.

1951: PNB acquired the 39 branches of Bharat Bank (est. 1942), Bharat Bank became Bharat

Nidhi Ltd.

1960s: PNB amalgamated Indo Commercial Bank (est. 1933) in a rescue.

1961: PNB acquired Universal Bank of India.

1963: The Government of Burma nationalized PNB's branch in Rangoon (Yangon).

September 1965: After the Indo-Pak war the government of Pakistan seized all the offices in

Pakistan of Indian banks, including PNB's headoffice, which may have moved to Karachi. PNB

also had one or more branches in East Pakistan (Bangladesh).

1969: The Government of India (GOI) nationalized PNB and 13 other major commercial banks,

on July 19, 1969.

1976 or 1978: PNB opened a branch in London.

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1986: PNB acquired Hindustan Commercial Bank (est. 1943) in a rescue. The acquisition added

Hindustan's 142 branches to PNB's network.

1993: PNB acquired New Bank of India, which the GOI had nationalized in 1980.

1998: PNB set up a representative office in Almaty, Kazakhstan.

2003: PNB took over Nedungadi Bank, the oldest private sector bank in Kerala. Rao Bahadur

T.M. Appu Nedungadi, author of Kundalatha, one of the earliest novels in Malayalam, had

established the bank in 1899. It was incorporated in 1913, and in 1965 had acquired selected

assets and deposits of the Coimbatore National Bank. At the time of the merger with PNB,

Nedungadi Bank's shares had zero value, with the result that its shareholders received no

payment for their shares. PNB also opened a representative office in London.

2004: PNB established a branch in Kabul, Afghanistan. PNB also opened a representative office

in Shanghai. PNB established an alliance with Everest Bank in Nepal that permits migrants to

transfer funds easily between India and Everest Bank's 12 branches in Nepal.

2005: PNB opened a representative office in Dubai.

2007: PNB established PNBIL - Punjab National Bank (International) - in the UK, with two

offices, one in London, and one in South Hall, Middlesex. Since then it has opened a third

branch in Leicester, and is planning a fourth in Birmingham.

2008: PNB opened a branch in Hong Kong.

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With over 38 million satisfied customers and 4668 offices, PNB has continued to retain its

leadership position among the nationalized banks. The bank enjoys strong fundamentals, large

franchise value and good brand image. Besides being ranked as one of India's top service brands,

PNB has remained fully committed to its guiding principles of sound and prudent banking. Apart

from offering banking products, the bank has also entered the credit accountd & debit accountd

business; bullion business; life and non-life insurance business; Gold coins & asset management

business, etc.

Since its humble beginning in 1895 with the distinction of being the first Indian bank to have

been started with Indian capital, PNB has achieved significant growth in business which at the

end of March 2009 amounted to Rs 3,64,463 crore. Today, with assets of more than Rs 2,46,900

crore, PNB is ranked as the 3rd largest bank in the country (after SBI and ICICI Bank) and has

the 2nd largest network of branches (4668 including 238 extension counters and 3 overseas

offices).During the FY 2008-09, with 39% share of low cost deposits, the bank achieved a net

profit of Rs 3,091 crore, maintaining its number ONE position amongst nationalized banks. Bank

has a strong capital base with capital adequacy ratio as per Basel II at 14.03% with Tier I and

Tier II capital ratio at 8.98% and 5.05% respectively as on March09. As on March09, the Bank

has the Gross and Net NPA ratio of only 1.77% and 0.17% respectively. During the FY 2008-09,

its ratio of priority sector credit to adjusted net bank credit at 41.53% & agriculture credit to

adjusted net bank credit at 19.72% was also higher than the respective national goals of 40% &

18%.

PNB has always looked at technology as a key facilitator to provide better customer service and

ensured that its IT strategy follows the Business strategy so as to arrive at Best Fit. The

bank has made rapid strides in this direction. Alongwith the achievement of 100% branch

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computerization, one of the major achievements of the Bank is covering all the branches of the

Bank under Core Banking Solution (CBS), thus covering 100% of its business and providing

Anytime Anywhere banking facility to all customers including customers of more than 2000

rural branches. The bank has also been offering Internet banking services to the customers of

CBS branches like booking of tickets, payment of bills of utilities, purchase of airline tickets

etc.Towards developing a cost effective alternative channels of delivery, the bank with more than

2150 ATMs has the largest ATM network amongst Nationalised Banks.

With the help of advanced technology, the Bank has been a frontrunner in the industry so far as

the initiatives for Financial Inclusion is concerned. With its policy of inclusive growth in the

Indo-Gangetic belt, the Banks mission is Banking for Unbanked. The Bank has launched a

drive for biometric smart accountd based technology enabled Financial Inclusion with the help of

Business Correspondents/Business Facilitators (BC/BF) so as to reach out to the last mile

customer. The BC/BF will address the outreach issue while technology will provide cost

effective and transparent services. The Bank has started several innovative initiatives for

marginal groups like rickshaw pullers, vegetable vendors, diary farmers, construction workers,

etc. The Bank has already achieved 100% financial inclusion in 21,408 villages.

Backed by strong domestic performance, the bank is planning to realize its global aspirations. In

order to increase its international presence, the Bank continues its selective foray in international

markets with presence in Hongkong, Dubai, Kazakhstan, UK, Shanghai, Singapore, Kabul and

Norway. A second branch in Hongkong at Kowloon was opened in the first week of April09.

Bank is also in the process of establishing its presence in China, Bhutan, DIFC Dubai, Canada

and Singapore. The bank also has a joint venture with Everest Bank Ltd. (EBL), Nepal. Under

the long term vision, Bank proposes to start its operation in Fiji Island, Australia and Indonesia.

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Bank continues with its goal to become a household brand with global expertise.

Amongst Top 1000 Banks in the World, The Banker listed PNB at 250th place. Further, PNB is

at the 1166th position among 48 Indian firms making it to a list of the worlds biggest companies

compiled by the US magazine Forbes.

Financial Performance:

Punjab National Bank continues to maintain its frontline position in the Indian banking industry.

In particular, the bank has retained its NUMBER ONE position among the nationalized banks in

terms of number of branches, Deposit, Advances, total Business, operating and net profit in the

year 2008-09. The impressive operational and financial performance has been brought about by

Banks focus on customer based business with thrust on SME, Agriculture, more inclusive

approach to banking; better asset liability management; improved margin management, thrust on

recovery and increased efficiency in core operations of the Bank. The performance highlights of

the bank in terms of business and profit are shown below:

Parameters

Mar'07

Mar'08

Mar'09

CRAR

Operating Profit*

3617

4006

5744

26.02

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Net Profit*

1540

2049

3091

41.67

Deposit

139860

166457

209760

22.47

Advance

96597

119502

154703

26.55

Total Business

236456

285959

364463

24.15

(Rs.Crores)

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BOARD OF DIRECTORS

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Smt. Ravneet Kaur Govt. of India Nominee Director

Shri L.M.Fonseca

Reserve Bank of India Nominee

Director

Shri. S.R.Khurana Director rep. C.A. category

Shri P.K. Nayar Officer Employee Director

Shri Mohan Lal Bagga Workmen Employee Director

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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"

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Banking Technology Awards 2004

Runner up in 'Best IT Team of the Year Award 2005'

Jointly Adjudged by IBA, Finacle & TFCI

Money Outlook Award - 2004

Runner up in 'Best Bank (public Sector) of the year Award' -2005

Niryat Bandhu Gold Trophy

for excellence in export perforamnce for 3 consecutive years 2001, 2002 & 2003

by Federation of Indian Exporters Organization (FIEO)

21st Amongst Top 500 Companies

by the leading Financial Daily The Economic Times, June 2005

9th amongst India's Top 50 Most Trusted Service Brands

A.C Nielson Survey, The Economic Times Dec 2004

3rd Rank amongst Banking Sector in India

323rd Rank in the World

The Bankers' Almanac, January 2006

368 amongst Top 1000 Global Banks

The Banker, London July 2005

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Chairman & Managing Director

Sh. K. R. Kamath

CMD

Executive Directors

Sh. M.V.Tanksale

Executive Director

Sh. Nagesh Pydah

Executive DirectorSh. Mohan Vasanth Tanksale has joined as

Executive Director in Punjab National Bank.

Before joining the Punjab National Bank as

Executive Director, Sh. Tanksale was

working as General Manager in Union Bank

of India.

Sh. Tanksale is a Science Graduate and is

having professional qualification - CAIIB and

AICWA.

Sh. Nagesh Pydah has joined as Executive

Director, in Punjab National Bank. Before

joining the Bank as Executive Director, He

was working as General Manager in Bank of

India.

Sh. Nagesh Pydah, a Commerce Graduate, is

associated with Indian Institute of Bankers

and is a diploma holder in Financial Market

and Foreign Exchange from New York

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He joined Union Bank of India as Asstt.

Manager on 26.08.1974 in Gwalior.

He has 34 years experience in Loan

Monitoring, Planning, Research &

Development, Third Party Products and

International Banking etc.

Before joining the Bank as Executive

Director, Sh. Tanksale was working as

General Manger Transaction Banking in

Union Bank of India.

University.

After completing his short tenure at Bank of

America NT & SA, he joined Bank of India

as Probationary Officer in 1973.

Sh. Pydah has played an important role in

Field and Administrative Offices in

Corporate Banking, Foreign Exchange, Gold

and Diamond Banking, Planning, MIS and

Accountd Products etc. during his 36 years

tenure at Bank of India, which includes more

than 4 years posting at New York.

Directors

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Smt. Ravneet Kaur

Govt. of India Nominee

Director

Sh. L.M.Fonseca

Reserve Bank of India

Nominee Director

Sh. Gautam P. Khandelwal

Part-time Non-Official

Director

Sh. Vinod Kumar Mishra


Director

Sh. Mushtaq A Antulay


Director

Sh. Devinder Kumar Singla

Share Holder Director

Sh. G R

Sundaravadivel

Share Holder

Director

Sh. Tribhuwan

Nath Chaturvedi

Share Holder

Director

Sh. Mohinder Paul

Singh Workmen

Employees

Director

Sh. Pradeep Kumar

Officer Employee

Director

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C.R.M

Customer relationship management (CRM) consists of the processes a company uses to track

and organize its contacts with its current and prospective customers. CRM software is used to

support these processes; information about customers and customer interactions can be entered,

stored and accessed by employees in different company departments. Typical CRM goals are to

improve services provided to customers, and to use customer contact information for targeted

marketing.

While the term CRM generally refers to a software-based approach to handling customer

relationships, most CRM software vendors stress that a successful CRM effort requires a holistic

approach. CRM initiatives often fail because implementation was limited to software installation,

without providing the context, support and understanding for employees to learn, and take full

advantage of the information systems. CRM tools should be implemented "only after a well-

devised strategy and operational plan are put in place". CRM can be implemented without major

investments in software, but software is often necessary to explore the full benefits of a CRM

strategy. Other problems occur when failing to think of sales as the output of a process that itself

needs to be studied and taken into account when planning automation. From the outside,

customers interacting with a company perceive the business as a single entity, despite often

interacting with a number of employees in different roles and departments. CRM is a

combination of policies, processes, and strategies implemented by an organization to unify its

customer interactions and provide a means to track customer information. It involves the use of

technology in attracting new and profitable customers, while forming tighter bonds with existing

ones.

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CRM includes many aspects which relate directly to one another:

Front office operations Direct interaction with customers, e.g. face to face meetings,

phone calls, e-mail, online services etc.

Back office operations Operations that ultimately affect the activities of the front

office (e.g., billing, maintenance, planning, marketing, advertising, finance,

manufacturing, etc.)

Business relationships Interaction with other companies and partners, such as

suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups,

trade associations). This external network supports front and back office activities.

Analysis Key CRM data can be analyzed in order to plan target-marketing campaigns,

conceive business strategies, and judge the success of CRM activities (e.g., market share,

number and types of customers, revenue,profitability).

Proponents of CRM software claim that it doesn't only allow more effective ways of managing

customer relationships, but also more customer-centric ways of doing business. Executives often

cite the need for the proper tools as a barrier to delivering the experience their customers expect.

A 2009 study of over 860 corporate executives revealed only 39% believe that their employees

have tools and authority to solve customer problems.

Types/variations of CRM

There are several different approaches to CRM, with different software packages focusing on

different aspects. In general, Customer Service, Campaign Management and Sales Force

Automation (SFA) form the core of the system (with SFA being the most popular).

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Operational CRM

Operational CRM provides support to "front office" business processes, e.g. to sales, marketing

and service staff. Interactions with customers are generally stored in customers' contact histories,

and staff can retrieve customer information as necessary. The contact history provides staff

members with immediate access to important information on the customer (products owned,

prior support calls etc.), eliminating the need to individually obtain this information directly from

the customer. Reaching to the customer at right time at right place is preferable. Operational

CRM processes customer data for a variety of purposes:

Managing campaigns

Enterprise Marketing Automation

Sales Force Automation

Sales Management System

Analytical CRM

Analytical CRM analyzes customer data for a variety of purposes:

Designing and executing targeted marketing campaigns

Designing and executing campaigns, e.g. customer acquisition, cross-selling, up-selling,

addon-selling

Analyzing customer behavior in order to make decisions relating to products and services

(e.g.pricing, product development)

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Management information system (e.g. financial forecasting and customer profitability

analysis)

Analytical CRM generally makes heavy use ofdata mining and other techniques to produce

useful results for decision-making. It is at the analytical stage that the importance of fully

integrated CRM software becomes most apparent. Logically speaking, the more information

that the analytical software has available for analysis, the better its predictions and

recommendations will be.

Sales Intelligence CRM

Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool.

Features include alerts sent to sales staff regarding:

Cross-selling/Up-selling/Switch-selling opportunities

Customer drift

Sales performance

Customer trends

Customer margins

Customer alignment

Campaign Management

Campaign management combines elements of Operational and Analytical CRM. Campaign

management functions include:

Target groups formed from the client base according to selected criteria

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Strategy

Several CRM software packages are available, and they vary in their approach to CRM.

However, as mentioned above, CRM is not just a technology but rather a comprehensive,

customer-centric approach to an organization's philosophy of dealing with its customers. This

includes policies and processes, front-of-house customer service, employee training, marketing,

systems and information management. Hence, it is important that any CRM implementation

considerations stretch beyond technology toward the broader organizational requirements.

Implementation issues

Many CRM project "failures" are also related to data quality and availability. Data cleaning is a

major issue. If a company's CRM strategy is to track life-cycle revenues, costs, margins, and

interactions between individual customers, this must be reflected in all business processes. Data

must be extracted from multiple sources (e.g., departmental/divisional databases such as sales,

manufacturing, supply chain, logistics, finance, service etc.), which requires an integrated,

comprehensive system in place with well-defined structures and high data quality. Data from

other systems can be transferred to CRM systems using appropriate interfaces.

Because of the company-wide size and scope of many CRM implementations, significant pre-

planning is essential for smooth roll-out. This pre-planning involves a technical evaluation of the

data available and the technology employed in existing systems. This evaluation is critical to

determine the level of effort needed to integrate this data.

Equally critical is the human aspect of the implementation. A successful implementation requires

an understanding of the expectations and needs of the stakeholders involved. An executive

sponsor should also be obtained to provide high-level management representation of the CRM

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project. An effective tool for identifying technical and human factors before beginning a CRM

project is a pre-implementation checklist. A checklist can help ensure any potential problems are

identified early in the process.

Privacy and data security System

One of the primary functions of CRM software is to collect information about customers. When

gathering data as part of a CRM solution, a company must consider the desire for customer

privacy and data security, as well as the legislative and cultural norms. Some customers prefer

assurances that their data will not be shared with third parties without their prior consent and that

safeguards are in place to prevent illegal access by third parties.

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CRM in bank

Campaign Management

Banks need to identify customers, tailor products and services to meet their needs and sell these

products to them. CRM achieves this through Campaign Management by analyzing data to

evaluate customer profitability and designing comprehensive customer profiles in terms of

individual lifestyle preferences, income levels and

other related criteria. Based on profiles of their customer segments, personalized multichannel

marketing campaigns are launched.

It helps in maximizing the lifetime value of those relationships. Success of Campaign depends on

capturing following information from top 500 customers of every branch:

1. E-mail id for campaign through email.

2. Mobile number for campaign through SMS.

3. Correct address for campaign through direct mailer.

4. Six digit postal code for territory wise campaign.

5. Date of Birth for campaign to send birthday greetings.

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IDENTIFICATION OF PROSPECTIVE CUSTOMER

Before entering into any long term business relationship, the bank will identify the

prospective customer (and related parties, where applicable) by obtaining sufficient and

reliable information / documents to determine his/her identity, be it individual customers,

corporates and other legal entities or special name accounts (For example, an account in

the name and style of 'TVS Crossword' or 'Earthquake Relief Fund'). The updation of

customer identification data i.e., name, address, occupation, income/turnover, etc.,

alongwith photograph(s) be done at least once in five years in case of low risk category

customers and once in two years in case of high and medium risk category customers.

Following mandatory information shall be obtained based preferably on disclosures by

the customer himself / herself:

4.1 Natural Persons

For natural persons (i.e. living individuals who are other than artificial persons), the

following information should be obtained, where applicable:

1. Name alongwith father's / husband's name.

2. Local and Permanent Residential Address in full (Post Box No. shall not be

accepted)

3. Telephone numbers (landline and mobile), Fax number of Residence and Office,

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and E-mail address

4. Date and place of birth.

5. Nationality.

6. Natural identification mark

7. Sources of income and information about the moveable and immoveable assets.

8. Occupation, public position held and / or name and address of the office /

employer.

9. Credit facilities availed from PNB / other banks / institutions.

10. Family members (first kith and kin) and nature of their occupations.

11. An official personal identification number contained in an unexpired official

document (e.g. Passport, Identity Accountd, Driving License, PAN Accountd,

Voter's Identity Accountd etc.) which bears a photograph of the customer. OR

Identity Accountd issued by Reputed Companies (subject to satisfaction of the

Bank). OR

Letter from recognized Public Authority or Public Servant verifying the Identity

and address of the customer (subject to satisfaction of the Bank).

12. Type of account i.e. deposit or borrowal.

13. Signature

For one-off or occasional transaction where the amount of the single transaction does not

exceed a specified minimum monetary value, it might be sufficient to require and record

only name and address.

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Where the current address mentioned by a prospective customer in the account opening

form is different from the address mentioned in the document submitted by him / her, the

branch should conduct independent verification of address of the said prospective

customer by deputing an employee to the address provided by the applicant in the

account opening form. The said employee shall submit a certificate, as per the proforma

available at Annexure I, with regard to verification of correctness of the address and the

said certificate shall be attached with the account opening form. Out of pocket expenses

of Rs 50/- will be recovered either in cash from the said prospective customer or debited

to his / her account for which a letter of authority (as per proforma available at Annexure

II) should be obtained from the customer at the time of opening the account.

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4.2 Institutions

The relevant principles of customer identification for natural persons shall be equally

applicable to customer identification for all institutions. The term institution includes any

entity that is not a natural person.

4.3 Sole-Proprietorship / Partnership Firms

For sole proprietorship / partnership firms, following information shall be obtained:

i) Name of the firm

ii) Principal place of business operation

iii) a. Mailing address b. E-mail address

iv) Contact telephone (land line, mobile) and fax numbers

v) Copy of partnership deed.

vi) Official Identification Number (e.g. License issued by concerned department

under Shop & Establishment Act, Sales / Income Tax Authorities in the name of

the firm)

vii) Nature of business.

viii) Transaction profile e.g. how much transactions (amount wise) are likely to be

there in a given month / quarter / half year / year

ix) Details of credit facilities being availed from our bank/other banks/institutions

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x) Names and addresses of major suppliers and customers

xi) Details of branch offices, associates and nature of their business.

xii) Details and nature of foreign collaboration, if any.

Further, each partner of a partnership firm shall also be identified individually.

The reasonable steps should also be taken to verify the identity and reputation of any

agent/ representative / attorney who opens an account on behalf of a firm.

4.4 Corporates

In addition to the information required to be obtained from partnership firms as at above,

the following additional information should also be obtained in case of corporates.

i) Certified copy of the Certificate of Incorporation and Memorandum and Articles

of Association

ii) Certified copy of Certificate of Commencement of Business.

iii) Resolution of the Board of Directors authorizing opening of account and naming

the persons authorized to operate it.

iv) Identification of those who have authority to operate the account;

Where a company is effectively controlled by another company, an individual, small

group of individuals or a trust etc, the controller entity should also be subjected to

necessary KYC norms to the satisfaction of bank before accepting the applicant company

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as the customer of the bank.

In case of private limited companies, the Directors of the Company shall also be

identified individually as in case of a partnership firm.

4.5 Corporations

A corporation is a body corporate having come into existence through a specified Act /

Notification of the State / Central Govt. While opening an account of a corporation, the

following additional information should be obtained in addition to that required in case of

a partnership firm:

i) Copy of the notification of Act by virtue of which the corporation has come into

existence

ii) Memorandum and Articles of incorporation / relevant Rules / Regulations /

Schemes, if any

iii) Resolution of the governing body authorizing to corporation to open an account

with the bank and naming the persons authorized to operate it.

iv) Identification of those who have authority to operate the account

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Project Title:

Study of the Customer Relationship Management for Punjab National Bank.

Objective of project:

Primary objective:

To study the customer awareness & employee satisfaction about Punjab National Bank.

To enhance the business of Punjab national bank.

Secondary objectives

To analyze the customer behavior.

To find out the satisfaction level of the customers & employee.

To study the effect of event and promotion.

To make various suggestion on the improvement of the customer relationship.

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RESEARCH METHODOLOGY

Research methodology is away to systematically solve research problem. In it we study the

various step that are generally adopted by researcher in studying his research problem along with

logic behind them. It is necessary for a researcher to know not only the research

method/techniques but also the methodology. It may be noted, in the context of planning &

development that the significance of research lines in its quality and not in quantity. Researcher

should know how to apply particular research techniques, but they also need to know which of

these methods or techniques, are relevant and which are not, and what would they mean and

indicate and why?

Meaning of Research

Research is common parlance refers to a search for knowledge. In fact research is an act of

scientific investigation.

The project was divided in to the following steps.

To decide objective of the study

57

To decide research design &

application

To decide source of data collection

To decide from of data

collection

To organize & collect data

To process & analyze report

To prepare the research

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1.To decide objective of the Study:-

This step is also research problem. problem definition is the most critical part of the research

process. research problem definition involves specifying the information needed by management.

The main objective of the study are:

To study the awareness of Punjab national bank.

To find out the level of customer satisfaction with the offers, services offered by Punjab

National Bank.

2. To decide research design & application:-

Research design involves defining the research problem, determining how to collect the data and

from whom, establishing the way the data will be analyzed estimating costs and the preparation

of the research approach. For this study, descriptive research was selected.

3. To decide Source of data there are two source of data

Primary Data

Secondary Data

Primary data:-

Primary data is the original data collected specifically for the problem.

Reason for selecting primary data:-

In terms of primary data a questionnaire has been used to interview desire sample units that give

accurate and up to data information as well better to research problem.

Research approaches: - Primary data can be collected in five main ways: through Observation,

focus groups, surveys, behavioral data, and experiments.

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Mail questionnaire: - The mail questionnaire is the best way to reach people who would

not give personal interviews or whose responses might be biased or distorted by the

interviewers. Mail questionnaires require simple and clearly worded questions.

Telephone interview: - Telephone interviewing is the best method for gathering

information quickly; the interviewer is also able to clarify questions if respondents do not

understand them. The response rate is typically higher than in the case of mailed

questionnaires.

Personal interview: - Personal interviewing is the most versatile method. The

interviewer can ask more questions and record additional observations about the

respondent, such as dress and body language. Personal interviewing takes two forms. In

arranged interviews, respondents are contacted for an appointment, and often a small

payment or incentive is offered. Intercept interviews involve stopping people at a

shopping mall or busy street corner and requesting an interview.

Online interviews: - There is increased use of online methods. There are so many ways

to use the Net to do research. In this method, researcher can include a questionnaire on its

Web site and offer a people to answer the questionnaire.

4.To decide from of data collection:-

For this project survey method was selected which was accountried through person interview.

Because information from different customers was required.

5. To organize & collect data:-

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Once the researcher has formulated and development a research design including questionnaire

second thing he has to decide whether he has to collect the information. From all the targeted

customers. There can be two types of survey are possible.

Sample Survey

Census Survey

For this project sample Survey war chosen

Characteristics of the sample survey are:-

It is cheaper than census survey

It requires less time

It is economical

More detail information can be collected

Deciding the sample plan requires following decisions

Sample unit Who is to be surveyed

Sample

Sample is the true representation of the population by studying of the sample we can predict the

behavior of the population.

Sample Size: 10 Employee & 50 Customer

Method of Sampling:-

In this project, the survey was done within the market that means probabilistic convenience

Sampling was accountried out.

6. To process & analyze data:-

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After the data was collected it was tabulated, analyzed and interpreted to the conclusion reach.

Techniques Applied

Bar Chart:- A chart in which the length of the bar represents the amount of the item

associated with the bar.

Pie Chart:- A circle divided in to sections, such that each section represent the percentage

of the total area of a circle associates with one variable.

Types of Research

Along with this there may be 3 type of research methodology these are :-

They are

Exploratory Research

Descriptive Research

Casual Research

Our research is based on the exploratory research.

Exploratory Research

The objective of this research is to gather preliminary information that will help us to define

the problem and to suggest any hypothesis.

Which means first we have to define the problem and research objective? Then we have to

develop the research plan for collecting information. Now after collection data we have to

interpret those data for any suggestion,

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DATA ANALYSIS OF EMPLOYEE

1. Time being you joint PNB

0-5 [ ] 5-10 [ ] 15-25 [ ]

25 & Above [ ]

20%

40%

20%

10%10%

0 to 5 5 to 10 10 to 15 15 to 25 25 & above

Interpretations:

In the survey I find that more than employee 40% have time to joint in PNB 5 to 10 years.

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2: How long you have been on the present seat?

1-2 [ ] 2-5 [ ] 5- 10 [ ]

10 & above [ ]

20%

30%10%

20%

20%

0 to 5 1 to 2 2 to 5 5 to 10 10 & above

Interpretations:

In the survey I find that more than employee 30% have time to joint in PNB 2 to 5 years.

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3: Your present health status?

Satisfying [ ] Not Satisfying [ ]

80%

20%

Satisfying Not satisfying

Interpretations:

In the survey I find that more than 80% says satisfying.

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4: Do you feel satisfied with the working conditions within the branch?

Yes [ ] No [ ] To some extent [ ]

70%

20%

10%

Yes No To some extent

Interpretations:

In the survey I find that more than 70% says yes.

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6: Do you feel CBS system has affected your work efficiency?

Positively [ ] Negatively [ ] No Affect [ ]

70%

20%

10%

Positively Negatively No Affect

Interpretations:

In the survey I find that more than 70% says positively.

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7: Do CRM helps in maintaining long term relation with the customer?

Yes [ ] No [ ] Sometimes [ ]

60%30%

10%

Yes No Sometimes

Interpretations:

In the survey I find that more than 60% says Yes.

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8: Do you feel stressed due to customized banking activates? Give reason?

Agree [ ] Disagree [ ]

70%

30

Agree Disagree

Interpretations:

In the survey I find that more than 70% are agree.

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9: Are you satisfied with your family life vis a vis your job with the bank?


80%

20% 0%

Yes No Sometimes

Interpretations:


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10: Do you feel that you can perform better if made to work on a different seat?

Yes [ ] No [ ]

60%

40%

Yes No

Interpretations:


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DATA ANALYSIS OF CUSTOMER

Q-1: Type of account holder

Fixed Deposit A/c [ ] Saving fund A/c [ ]

Pension A/c [ ] Current A/c [ ]

Loan A/c [ ] Recurring deposit [ ]

Other

10%

20%

10%20%

10%

20%

10%

Fixed deposit Saving fund Pension Current

Loan Recurring Other

Interpretations:

In the survey I find that more than 20% customer says saving, current, recuring.

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Q-3: Are you satisfied with the services?

Yes [ ] No [ ]

60%

40%

Yes No

Interpretations:

In the survey I find that more 60% customer are satisfied with the services.

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Q-4: Do you find any problem while availing services?


30%

60%

10%

Yes No Sometimes

Interpretations:

In the survey I find that more 60% customer says no he not find any problem.

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Q-5: Do you have to visit the bank many number of times to get your problems solved?


50%40%

10%

Yes No Sometimes

Interpretations:

In the survey I find that more 50% customer says yes.

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Q-7: Would you like your other family member to open an A/c in this branch?

Yes [ ] No [ ]

90%

10%

Yes No

Interpretations:

In the survey I find that more 90% customer says yes.

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Q-8: How will you rate the behaviour of staff members of the bank?

Corpteous [ ] Indifferent [ ] Aggressive [ ]

30%

50%

20%

Corteous Indifferent Aggressive

Interpretations:

In the survey I find that more 50% customer says indifferent.

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Q-9: How will you classify the environment within the environment?

Cordial [ ] Stressful [ ]

60%

40%

Cordial Stressful

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FINDINGS

More than employee 40% have time to joint in PNB 5 to 10 years.

More than employee 30% have time to joint in PNB 2 to 5 years.

More than 80% says satisfying.

More than 70% says yes.

More than 80% says yes.

More than 70% says positively.

More than 60% says Yes.

More than 70% are agree.



More than 20% customer says saving, current, recuring.

More than 20% customer says Demand and RTGS.

More 60% customer are satisfied with the services.

More 60% customer says no he not find any problem.

More 50% customer says yes.

More 90% customer says yes.

More 50% customer says indifferent.

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CONCLUSION OF THE STUDY

The research work was successfully identifying by the studying the relationship management of

Punjab National Bank in Meerut. The conclusion can be drawn from this study may be:-

Punjab National Bank is Indias one of the leading Banking manufactures and also the

leader of the market both in terms of volume and revenue generated.

Taking the sale trend in to account PNB sold a record number 14,842 in. In 2007-08 it

record a turnover of INR 145,922 million which rose to 178,603 million in 2007-08

showing a growth of 20%.

Hence Punjab National Bank Limited has captured over all share of 46% in the banking

sector.

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Recommendation

To conclude, it can be said that Punjab National Bank has created its image in a very short period

in Meerut. It is attracting the customers with its good services. Most of the customer satisfied by

opening the Punjab National Bank account. This satisfaction can be concluded by the response of

customer in the questionnaires. Day by day Punjab National Bank is improving his reputation to

other Banking Company. The comparison chart and survey report in this training report can

recognize this.

There should be more staff having experience of Banking sector.

There should be more efficient planning for satisfying customer needs.

Attractive offers should be given time to time, to increase customers interests

There should be easy process of account servicing.

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QUESTIONNAIRE FOR EMPLOYEE

Name

Designation

Age group

Q-1: Time being you joint PNB

30-40 [ ] 45-60 [ ] 60 & above [ ]

Q-2: Date of placement in this branch?

Q-3: How long you have been on the present seat?

1-2 [ ] 2-5 [ ] 5- 10 [ ]

10 & above [ ]

Q-4: Your present health status?

Satisfying [ ] Not Satisfying [ ]

Q-5: Your present job includes activates:

i. ..

ii. ..

iii. ..

iv. ..

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v. ..

Q-6: Are you comfortable with work on seat?

FD

SF

Cash

Teller

Clarity

Credit

Others

Q-7: Do you feel satisfied with the working conditions within the branch?

Yes [ ] No [ ] To some extent [ ]

Q-8: Do you like interacting w

“customer relationship management on effective way of knowledge management for customer...

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