A

PROJECT REPORT ON

COSTOMER SATISFACTION REGARDING

“THE SUTEX CO-OP.BANK”

FACULTY GUIDE BANK GUIDE MS.MEGHA GOHEL MR.P.D MAKHANIA ASSISTANT PROFESSOR BRANCH MANAGER

SUBMITED BY ANKIT CHAMPAKLAL SONI ENROLLMENT NO: 118050592010

General information:

1.Industry profile

2.Company profile

3.Product profile 4.swot analysis

1.Industry profile

1.Industry profile:

The Development Of Banking Is An Inevitable Precondition For The Healthy And Rapid Development Of The National Economic Structure.

Today One Cannot Imagine The Business World Without Banking Institutions. Banking Is As Important As Blood In The Human Body

Banking In India Originated In The Last Decades Of The 18th Century. The Oldest Bank In Existence In India Is The State Bank Of India, Which Originated In The Bank Of Calcutta In June 1806.

Central Banking Is The Responsibility Of The Reserve Bank Of India, Which In 1935 Formally Took Over These Responsibilities From The Imperial Bank Of India, Relating It To Commercial Banking Functions.

After India’s Independence In 1947, The Reserve Bank Government Nationalized The Six Next Largest In 1980.

2.Company profile

2.Company profile:

The Co-Operative Banks In India Started Functioning Almost 100 Years Ago

Co-Operative Banks In India Are Registered Under The Co-Operative Societies Act. The Co-Operative Bank Is Also Regulated By The RBI. They Are Governed By The Banking Regulations Act 1949 And Banking Laws (Co-Operative Societies) Act, 1965.

The sutex co-op. bank Was Started On15th May,1972 With 270 Members And 10,000 Shares Of Share Capital Amounting To Rs. 5,23,315/- In The Ground Floor Of The Surat Textile Market.

The Bank Changes Its Name To "The Sutex Co-Operative Bank Ltd." And Was Registered In Multi State Co-Operative Act-1984 In February 8, 1999

First Branch Of The Bank Was Established On 27th July, 1986 At Station Road, Mavani Tower. It Was Inaugurated By A Great Sage Revered Ghanshyam Charan Swamiji Of Swaminarayan Temple

Awards•This Bank Has Got The Award Of TEXTILE UP-GRADATION FUND – MINISTRY Of Textile.•Bank Stood 6th In India And 3rd In Gujarat Among Co-operative Banks In Year 2008-09.

Vision & MissionVision2015 :The Bank Aims To Double Its Business In Next 5 Years. Expansion Plan Is There For Opening Of 3 More Branches In Prime Locations Of The City. Main Focus Is To Cover The Areas Which Are Not Covered By Adequate Banking Facilities. 

The Adoption Of All Modern Technologies For Better Service Will Be Priority Of The Bank In Future. The Environment Of All The Branches Will Match An International Standard. 

3.PRODUCT PROFILE (MAJOR PRODUCTS)

1. SAVINGS A/C:2. CURRENT A/C:3. FIXED DEPOSIT:4. OVERDRAFT:5. Locker Facility:6. NEFT:7. 24*7 ATM:8. RTGS:

4. SWOT ANALYSIS OF THE BANK

STRENGTHS OF BANKGood Quality Customer Serve & Management.

Quick And Efficient Banking Services.

Branches Are Spread In All Over City.

Trained Staff

Presently All The Branches Are Computerized.

Customer Satisfaction And Security

Bank’s System Is Totally Based On Professional Approach

Important Strength Of The Bank Is That, Having Only Male Employees. Likewise Bank Is Having The Benefits Of Strong Man Power To Work.

Weakneses Of Bank

• Relatively It Should Follow The Rules Of The Co-operative Society. So This Type Of Bank Appreciated Up To The Limited Purposes.

Opportunities For Bank

• As Far As Opportunity Matters Concerns, The Sutex Bank Has To. Developed Net-banking Because Bank Do Not Has Its Own Website

• Second Point Is That, Bank Should Establish Out Of Surat Also.

Threats To Bank

•Major Threats Of These Banks Are The Rules And Regulations Of The Rbi.

•Another, Competition Regarding Rate Of Interest.

PART 2 ___PRIMARY STUDY

5. Introduction Of Study

6. Research Methodology

7. Data Analysis & Interpretation

8. Result & Findings

9. Limitation Of The Study

10. Conclusion/Suggestion

5. Introduction Of Study

5.1.What Is Customer Satisfaction?Customer Satisfaction Refers To How Satisfied Customers Are With The Products Or ServicesThey Receive From A Particular Bank. The Level Of Satisfaction Is Determined Not Only ByThe Quality And Type Of Customer Experience But Also By The Customer’s Expectations

1.A Customer’s Satisfaction Is Determined By Their Evaluation Of How Well Their Expectations Are Met. (Fornell, Johnson, Anderson, Jaueng & Bryant, 1996)

2.From The Organizations Perspective, Customer Retention, Repeat Purchases, And Profitability Are Indicators Of Having Achieved Customer Satisfaction. ( Chakrapani, 1998; Johnson, 2001).

Words of Wisdom from Mahatma Gandhi

“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it.He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”

Why customer satisfaction is important?Increased Sales And ProfitsIf you Listen, They Will Come…Again and Againincreased goodwill in market etc….

5.2. Objective of Study To Know The Customer Satisfaction Level And Their Perception Regarding Sutex Co-Op.Bank..To Know The Customer Awareness Regarding The Bank’s Products. To Know The Level Of Interest Of Customer Regarding The Different Schemes Of Bank. To Know The Preference Of Customer Regarding The Extra Services. To Know The Problems Of Customer Regarding Ban

5.3Problem StatementThe Customer Satisfaction Is Very Important For Management. So Customer Are Satisfied With The Expection Or Not By Considering This Research.

5.4 Benefits Of Customer Satisfaction StudyCustomer Satisfaction Surveys Can Produce Positive, Neutral Or Negative Results. If Planned Properly And Administered, They Will Usually Produce A Number Of Important Benefits, Such As-

1. It Gives Management An Indication Of General Levels Of Satisfaction In A Company. Surveys Also Indicate Specific Areas Of Satisfaction Or Dissatisfaction As Compared To Customer Services And Particular Group Of Customer.

2. Customer Satisfaction Surveys Are A Useful Way To Determine Certain Training Needs. How To Maintain Relationship With Customer

6. Research Methodology6.1 Research DesignThe Research Design Used For This Study Is Of The Descriptive Type. Descriptive Research Studies Are Those Studies Which Are Concerned With Describing The Characteristics Of A Particular Individual Or A Group. 6.2 Data Sources

Primary Data

Personal InvestigationObservation MethodInformation From CorrespondentsInformation From Superiors Of The Organization

Secondary Data Published Sources Such As Journals, Government Reports, Newspapers. And Magazines Etc

Unpublished Sources Such As Bank’s Internal Reports Prepare By Them Given To Their Analyst & Trainees For Investigation

Websites Www.Sutexbank.In

6.3 sampling size: And total sample size is 100 customers.

6.4 Data Collection Method

A structured Questionnaire is used. Questionnaire was designed in such a manner that it would facilitate the respondents to reveal maximum information. The questionnaire has 15 Questions. The scales are like very satisfied, satisfied, dissatisfied, very dissatisfide.

7. Data Analysis & Interpretation

Response No. of

Respondents% age of Respondents

Less Than 1 Year 12 %12

Less Than 2 Years 18 %18

Less Than 3 Years 40 %40

More Than 3 Years 30 %30

Total 100 100%

1. For How Long You Are Part Of The Sutex Co-Op. Bank?

less than 1 year less than 2 years less than 3 years more than 4 years0

5

10

15

20

25

30

35

40

45

1218

40

30

Interpretation:From The Above Chart It Is Clear That Majority Of The Respondents Are Part Of Sutex Co-Op. Bank From Less Than 3 Years I.E. 40%; 30% Of The Respondents Are Part Of Sutex Co-Op. Bank From More Than 3 Years; 18% Of The Respondents Are Part Of Sutex Co-Op. Bank From Less Than 2 Years And Remaining 12% Respondents Are Part Of Sutex Co-Op Bank From Less Than 1 Year

Response No. of

Respondents

% age of

Respondents

Image 25 %25

Extra Services 30 %30

Services 20 %20

All Of Above 25 %25

Total 100 %100

2. What Are Reasons That Attract You To Be A Customer Of The bank?

image extra services services all of the above0

5

10

15

20

25

30

35

2530

2025

Interpretation:From The Above Chart It Is Clear That Majority Of The Respondents I.E. 30% Are Become Part Of Sutex Bank Because Of Its Extra Services; 25% Because Of Its Image; 25% Because Of All The Three Factorsand Rest Because Of Its Services.

Response No. of

Respondent

s

% age of

Respondents

Current 40 %40

Savings 20 %20

Loan A/C 15 %15

Demat 25 %25

Total 100 %100

3. What Kind Of Account Do You Maintain In This Bank?

current savings loan a/c demat0

5

10

15

20

25

30

35

40

45

40

2015

25

Interpretation:From The Above Chart It Is Clear That Majority Of The Respondents Are Maintain In This Bank Current A/C I.E.40% ; 25% Are Maintain In This Bank Demat A/C, 20% Saving A/C, And Remaining 15% Loan A/C Maintain In This Bank.

Response No. of

Respondents

% age of

Respondents

Always 28 %28

Often 25 %25

Sometimes 17 %17

Never 30 %30

Total 100 %100

4. Do You Always Get Prompt Service Whenever You Visit The Branch?

always often sometimes never0

5

10

15

20

25

30

35

2825

17

30

Interpretation:From The Above Chart It Is Clear That 30% Of The Respondent Said Never Get Prompt Service Whenever We Visit The Branch, 28% Of The Respondent Said Always Get Prompt Service Whenever We Visit The Branch, 25% Of The Respondent Said Often Get Promptservices, 30% Of The Respondent Said Sometimes Get Prompt Service.

Response No. of

Respondents

% age of

Respondents

Strongly Agree 50 %50

Agree 20 %20

Disagree 12 %12

Strongly Disagree 18 %18

Total 100 %100

5. Do You Agree That Minimum Account Limit Is Not High And Easy To Maintain?

strongly agree agree disagree strongly disagree0

10

20

30

40

50

60

50

2012

18

Interpretation: From The Above Chart It Is Clear That 50% Of The Respondent Strongly agree That Minimum Account Limit Is Not High And Easy To Maintain , 20% Of The Respondent Only Agree That Minimum Account Limit Is Not High And Easy To Maintain , 18% Of The Respondent Strongly Disagree That Minimum Account Limit Is Not High And Easy To Maintain And Remaining 12% Of The Respondent Disagree That Minimum Account Limit Is Not High And Easy To Maintain

Response No. of

Respondents

% age of

Respondents

Never 10 %10

1-5 Times 20 %20

5-10 Times 15 %15

10 Or More Times 55 %55

Total 100 %100

6. Approximately How Often Do You Contact The Branch By Telephone In A Year ?

never 1-5 times 5-10 times 10 or more times0

10

20

30

40

50

60

1020

15

55

Interpretation:From The Above Chart It Is Clear That 55% Of The Respondent Contact The Branch By Telephone In A Year More Than 10 Times, 20% Of The Respondent 1 To 5 Times , 15% Of The Respondent 5 To 10 Times , 10% Of The Respondent Never Contact The Branch By Telephone In A year

Response No. of

Respondents

% age of

Respondents

Very Satisfied 40 %40

Satisfied 20 %20

Somewhat Satisfied

25 %25

Dissatisfied 15 %15

Total 100 %100

7. How Satisfied Are You With The Services Provided By The Bank?

very satisfide satisfide somewhat satisfide dissatisfide05

1015202530354045

40

2025

15

Interpretation:From The Above Chart It Is Clear That 40% Of The Respondent Very Satisfied With The Services Provided By The Bank , 25% Of The Respondent Somewhat Satisfied With The Services Provided By The Bank , 20% Of The Respondent Satisfied With The Services Provided By The Bank And Remaing 15% Of The Respondent Dissatisfied With The Services Provided By The Bank.

Hypothesis

•H0: customer satisfaction is independent from minimum account limit is not high and easy to maintain H1: customer satisfaction is dependent on minimum account limit is not high and easy to maintain

•H0: customer satisfaction is independent from prompt service. H1: customer satisfaction is dependent on prompt service.

•H0: Customer Satisfaction Is Independent From Attract The Bank H1: customer satisfaction is dependent on Attract the bank.

•H0: customer satisfaction is independent from Telephone contact with branch. H1: customer satisfaction is dependent on Telephone contact with branch

•H0: customer satisfaction is independent from using service H1: customer satisfaction is dependent on using service .

Variables Job satisfaction Chi square value (p value)

account limit Customer satisfaction .042

prompt service Customer satisfaction .114

Attract The Bank Customer satisfaction .005

Telephone contact with branch Customer satisfaction .045

using service Customer satisfaction .140

Test analysis (Chi square test)

•According to chi square value 0.042<0.05 so it means Ho is rejected which show that customer satisfaction is dependent on account limit is not high and easy to maintain. In this bank according to analysis the account limit is satisfide for customer

•According to chi square value 0.114>0.05 so it means Ho is accepted which show that customer satisfaction is independent from prompt service.

•According to chi square value 0.005<0.05 so it means Ho is rejected which show that customer satisfaction is dependent on Attract the bank .

• According to chi square value 0.045<0.05 so it means Ho is rejected which show that customer satisfaction is dependent on Telephone contact with branch

•According to chi square value 0.140>0.05 so it means Ho is accepted which show that customer satisfaction is independent on using service

8. Result & Findings

Majority Of The Customers Are Satisfied With Sutex Co-Op Bank. Bank.

Majority Of The Customers Are Aware Of Services And Extra Services Offered By Sutex Co Op.Bank. But Not All The Services.

The Majority Of The Customers Found Services Of The Bank Are Average.

Majority Of The Respondents Are Found The Bank Is Average In Maintaining The Good Customer Relationship.

The Respondent Said That They Are Facing The Problem Of Timeliness And Rest Are Facing Problem Of Customer Relationship And Infrastructure

The Perception Of The Majority Of The Customer Regarding The Bank Is Good Because Majority Of The Customers Are Satisfied With The Bank And They Also Recommend The Products Of The Bank.

The Most Preferable Extra Service Is Atm’s And The Less Preferable Services Is O/D Facilities

The Majority Of Customers Are More Interested In Current A/C And Demat A/C.

9. Limitation Of The Study

•Data Collected Is Based On Questionnaire.

• The Number Of Customers Are More, So Sample Size Is Limited By 100.

• The Information Collected By The Observation Method Is Very Limited.

• The Result Would Be Varying According To The Individuals As Well As Time

•Some Respondents Hesitated To Give The Actual Situation; They Feared That Management Would Take Any Action Against Them

•The Findings And Conclusions Are Based On Knowledge And Experience Of. The Respondents Sometime May Subject To Bias

10. Conclusion/Suggestion

In The Bank Most Of Customers Are Satisfied With All The Facilities Provided By Bank. But There Are Some Customers Also Who Are Not Satisfied With The Bank. Bank Should Try To Convert Unsatisfied Customers In To Satisfied Customers. Because If Customer Is Not Satisfied Than He Is Not Come In Bank.We Are All Know Customer Is King In The Market And We Should Try Customer Maximum Satisfied With Service Provided By Bank. We Are Focused On “Customer Comes First”. So Bank Should Try To Satisfy His Customer Because “Customer Is King In The Market”. According To Research It Is Clear That The Most Of Customers Are Satisfied With Service Provided By Bank.

But some customers are dissatisfied also for them some Suggestions are as follows:► The Bank Should Make Some Efforts To Improving Good Relationship. With Customer

► The Bank Should Enhance Their Services According To The Needs Of. The Customer

► The Bank Makes Its Procedures Less Time Consuming.

► The Bank Should Make Effort To Aware The Customers About Their All The Extra Services.