vikram mba

8/10/2019 Vikram Mba

http://slidepdf.com/reader/full/vikram-mba 1/49



2

DECLARATION

I hereby declare that I have carried out Summer Training Project on the topic entitled

“Consumer’s Perception on KCC Bank” in Branch Office CHARRI.

I further declare that this project work is based on my original work and no part of this project

has been published or submitted to anybody.

(VIKRAM CHAUDHARY)



3

CERTIFICATE

This is to certify that Mr. VIKRAM CHAUDHARYof M.B.A. 3rd

semester bearing university

roll number – 1309169 has completed his summer training project under my guidance.

Project Guide

(Dr. N.N SHARMA)



4

ACKNOWLEDGEMENT

I, VIKRAM CHAUDHARY MBA Student in SCHOOL OF BUSINESS

MANAGEMENT,DOABA GROUP OF COLLEGE MOHALI is highly grateful to

all those who guided me in completing this project.

First of all, I would like to pay my heartiest thanks to entire family of KCC BANK especially

Mr. KS MAKOTIA, Branch manager, who provided me such a wonderful opportunity to do

Summer Training and provided their valuable suggestions in understanding the work of Research

Project.

Last but not the least, I would like to thanks all faculties of school of business management,

who gave me the useful tips and suggestions regarding project.

Words can never express the deep sense of gratitude, I feel for KCC BANK employees, who has

been a constant source of inspiration and encouragement for me.

VIKRAM CHAUDHARY



5

PREFACE

The present era is undoubtedly a management era. Management is an important function in any

organization. A management is one of the most important fields which are widely used in every

stage of life. The effective management can be achieved only by effective management training

and developing skill to understand the organizational level this project work is a part of the

course of MBA and was done at KCC Consumer Perceptions.

This project is prepared on the basis of awareness of KCC Consumer Perceptions in market andunderstanding the requirement of proper guidance to customers.

KCC offers loans for homes-for buying or constructing your home, refinance a Consumer

Perception availed from other institutions or even to extend or improve your existing home. This

project helps me to better understanding of market and financial products and their benefits.

Now I am feeling the great pleasure in delivering this project because of a better skill of handling

the situation and customer understanding



6

TABLE OF CONTENTS

Sr. No Title Page No

Acknowledgement

Preface

Executive summary

4

5

7-8

1 Introduction

1.1 Company profile

1.2 Mission

1.3 Treasury

1.4 Work place transformation

1.5 Technology

1.6 Personal banking services

1.7 Swot analysis

9-32

2 Review of literature 33-37

2.1 Consumer perception of KCC bank

2.2 Learning from the study

3 3.1Research Methodology

3.2Objectives of study

37-41

4 Analysis and interpretation 42-54

5 Conclusions and recommendations 55-57

6 Annuxure-1 58-62



7

7 Bibliography 63

EXECUTIVE SUMMARY

I have done my Summer Internship Project from “KCC BANK CHARRI”. During my Summer

Internship Project; I implemented many concepts of marketing and finance in the real life

situation.

This project work helped me to apply theoretical knowledge into practical aspects on collected

data which was a worthy experience and during the discussion with company guide I realized

that how important the project report is for the company and me. I also realized how teamwork,

goal orientation and managing interpersonal relationships are integral part of professional life;

therefore this will definitely help me to develop qualities required for executive. In addition, I

understood products of my company and its targeted customers. Also I got information what are

the basic categories of bank products.

The customers who were not aware about the scheme say that KCC bank should improve their

promotional area through different media like T.V. radio. Print media, PR and through IMC

(Integrated Marketing Approach) and most of them votes for IMC. More than 80% of the

customers were satisfied with location and condition of the Bank and more than 50% were

satisfied with the process of disbursement, but maximum of the customers were dissatisfied with

the behavior of the employees, they give suggestions to that the KCC Bank employees should

change and improve their behavior towards their customers, from my findings I found that this

behavior of employees is due to daily routine work load from which they got stressed. I

recommend the bank to change the location of the employees from one branch to another and

give them more and more incentives and also to employ more employees from which work load

gets less and the employees will not feel any pressure and they will not feel any stress. Most of

the customers choose KCC Bank because of simple procedures and more number of branches



8

and the interest rates regarding their business was suitable according to them. Most of the

customers rank good about KCC bank.

The main purpose of this project work is to analyze the customer relationship management

services provided by the KCC bank and to check the level of satisfaction, towards this service,

among the customers. Consumer perception has become challenging issue for every financial

institution as every organization is trying to provide services superior to the competitors.

We did our research at the KCC bank, branch Charri and the information we received there,

along with the secondary research, helped us in strengthening our knowledge base regarding the

topic.

A questionnaire was chosen as a data gathering tool because given the time and cost restraints,

this proved to be the most effective method. Each of us verbally administered the questionnaireto the customers and recorded the responses.

In general customers give the following suggestions like customized products, more number of

counters, improvement in employee behavior, provision of new schemes, use of IT and to

improve the promotional area. Most of the customers were satisfied with the overall services of

the bank and today‟s scenar io they recommend to choose KCC bank.



9

COMPANY PROFILE

The Kangra Cooperative Bank Ltd. started in a very humble way as a small Thrift/Credit Society

in March, 1960 by a few friends of Distt. Kangra of Himachal to help out the people of Himachal

residing in Delhi to uplift their economic conditions and tide over the financial hardships.

Dedication, sincerity and honesty of these members/associates brought rich fruits and this

Thrift/Credit Society grew up into a big society within twelve years after its formation and

successful running was converted into a primary urban Cooperative Bank in 1972 by RBI and

was permitted to carry out banking activities including acceptance of deposits from public (non-

members) by opening their Saving, Current and RD A/c‟s. Twenty three years there from in

June 1995 it was granted a license to carry out the banking business by the Reserve Bank of

India. Thereafter, it was granted license to open branches and consequently six more branches

were added in February, May, December 1996, June 1998 ,October 2008 and the last one in July

2009. In May 1970 it purchased Paharganj building and reconstructed the same in 1993. In

October, 1997 it purchased the present premises at Janakpuri to set up administrative and HO.

Central accounts and Personnel department are functioning from this building. It has a board

meeting room. One branch also functions here. The main branch along with its service branch,

arbitration and recovery department is situated in its own three storied building at Paharganj. It

purchased another Building in April 2008 At Jagatpuri where it‟s one of the existing Branches

has already been functioning.



10

KCC is India's premier housing finance company and enjoys an impeccable track record in India

as well as in international markets. , the Corporation has maintained a consistent and healthy

growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio

covers well.

Over a million dwelling units. KCC has developed significant expertise in retail mortgage loans

to different market segments and also has a large corporate client base for its housing related

credit facilities. With its experience in the financial markets, a strong market reputation, large

shareholder base and unique consumer franchise, KCC was ideally positioned to promote a bank

in the Indian environment.

MISSION

KCC Bank‟s began operations in 1995 with a simple mission to be a World Class Indian Bank.

We realized that only a single-minded focus on product quality and service excellence wouldhelp us get there. Today, the bank is on the way towards that goal. It is extremely gratifying that

its efforts towards providing customer convenience have been appreciated both nationally and

internationally.

The bank‟s aim is to build a sound customer franchise across distinct businesses so as to

be the preferred provider of banking services in the niche segments that the bank

operates in and to achieve healthy growth in profitability, consistent with the bank‟s risk

appetite.

BUSINESSES



11

KCC Bank offers a wide range of commercial and transactional banking services and treasury

products to wholesale and retail customers. The bank has three key business segments:

WHOLE SALE BANKING SERVICES

The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian

corporate to small & mid-sized corporate and agri-based businesses. For these customers, the

Bank provides a wide range of commercial and transactional banking services, including

working capital finance, trade services, transactional services, cash management, etc. The bank is

also a leading provider of structured solutions, which combine cash management services with

vendor and distributor finance for facilitating superior supply chain management for its corporate

customers. Based on its superior product delivery / service levels and strong customer

orientation, the Bank has made significant inroads into the banking consortia of a number of

leading Indian corporate including multinationals, companies from the domestic business houses

and prime public sector companies. It is recognized as a leading provider of cash management

and transactional banking solutions to corporate customers, mutual funds, stock exchange

members and banks.

RETAIL BANKING SERVICES

The objective of the Retail Bank is to provide its target market customers a full range of financial

products and banking services, giving the customer a one-stop window for all his/her banking

requirements. The products are backed by world-class service and delivered to the customers

through the growing branch network, as well as through alternative delivery channels like

ATMs, Phone Banking, Net Banking and Mobile Banking.

The KCC Bank Preferred program for high net worth individuals, the KCC Bank Plus and the

Investment Advisory Services programs have been designed keeping in mind needs of customers

who seek distinct financial solutions, information and advice on various investment avenues. The

Bank also has a wide array of retail loan products including Auto Loans, Loans against

marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading provider



12

of Depository Participant (DP) services for retail customers, providing customers the facility to

hold their investments in electronic form.

CAPITAL STRUCTURE:

Financial Position as on 31st March 2013

Figures in lacks

Share Capital 210.22

Funds 55991.25

Deposits 520067.41

Investment 327835.94

Loan 242158.32

Profit 2926.82

Working Capital 625966.00

Treasury

Within this business, the bank has three main product areas - Foreign Exchange and Derivatives,

Local Currency Money Market & Debt Securities, and Equities. With the liberalization of the

financial markets in India, corporate need more sophisticated risk management information,

advice and product structures. These and fine pricing on various treasury products are provided

through the bank's Treasury team. To comply with statutory reserve requirements, the bank is



13

required to hold 25% of its deposits in government securities. The Treasury business is

responsible for managing the returns and market risk on this investment portfolio.

GROWTH

KCC Bank is a young and dynamic bank, with a youthful and enthusiastic team determined to

accomplish the vision of becoming a world-class Indian bank . Our business philosophy is

based on four core values - Customer Focus, Operational Excellence, Product Leadership

and People. We believe that the ultimate identity and success of our bank will reside in the

exceptional quality of our people and their extraordinary efforts. For this reason, we are

committed to hiring, developing, and motivating and retaining the best people in the industry.

Our mission is to be "a World Class Indian Bank", benchmarking ourselves against international

standards and best practices in terms of product offerings, technology, service levels, risk

management and audit & compliance. The objective is to build sound customer franchises across

distinct businesses so as to be a preferred provider of banking services for target retail and

wholesale customer segments, and to achieve a healthy growth in profitability, consistent With

the Bank's risk appetite. We are committed to do this while ensuring the highest levels of ethical

standards, professional integrity, corporate governance and regulatory compliance.Our business

strategy emphasizes the following:

Increase our market share in India‟s expanding banking and financial services industry by

following a disciplined growth strategy focusing on quality and not on quantity and delivering

high quality customer service.

Leverage our technology platform and open scaleable systems to deliver more products to

more customers and to control operating costs.

Maintain our current high standards for asset quality through disciplined credit risk

management.



14

Develop innovative products and services that attract our targeted customers and address

inefficiencies in the Indian financial sector.

Continue to develop products and services that reduce our cost of funds.

HUMAN RESOURCES

The Bank continued to focus on training its employees, both on-the-job as well as through

training programs conducted by internal and external faculty. The Bank has consistently

believed that broader employee ownership of its shares has a positive impact on its performance

and employee motivation. KCC Bank lists „people‟ as one of its stated core values. The Bank believes in empowering its employees and constantly takes various measures to achieve this.

Managing Director

Sh. Hans Raj Chauhan

PersonalDetails

Email: [email protected]

Office:+911892224969

Date of Birth : 15th September 1962

PresentAssignment (since27.4.2013)

ManagingDirector

TheKangraCentralCooperativeBankLimited

Dharamshala, H.P.

mailto:[email protected]

mailto:[email protected]



15

Permanent Address

VPO Sural (Tai) Teh. Pangi, Distt. Chamba (H.P.)



16

Board of director

Sr.

No.

Name of

the

Designation Address Contact No.

1. Shri

Jagdish

Sepahia

Chairman Vill Jagrup Nagar PO Alampur Teh

Jaisinghpur Distt. Kangra (H.P.)

+ 91 98163

15666

2 Shri

Karan

Singh

Pathania

Vice

Chairman

Village Bain Attarian P.O. Kandrori, Tehsil

Indora Distt. Kangra (H.P.)

+ 91 98053

66394

3 Shri Ajit

Paul

Mahajan

Director VPO Dohab, Tehsil Shahpur Distt. Kangra

(H.P.)

+ 91 94184

89605

4 Shri

GurcharanSingh

Thakur

Director Village Harmittan P.O. Nehran Pukhar Tehsil

Dehra, Distt. Kangra (H.P.)

+ 91 98162

58935

5 Shri

Joginder

Singh

Guleria

Director VPO Dehra, Tehsil Dehra Distt. Kangra (H.P.) + 91 94180

85733

6 Smt.

Prem Lata

Thakur

Director VPO Bhutti Colony, Tehsil & Distt. Kullu

(H.P.)

+ 91 98160

02221

7 Shri Rasil Director VPO Kale Amb, Teh and distt Hamirpur (H.P.) + 91 94180



17

Singh

Mankotia

76361

8 Shri

KarnailSingh

Rana

Director Village Kandi, P.O. Bhugnara Tehsil

Nurpur,Distt. Kangra (H.P.)

+ 91 94181

22286

9 Shri Jaid

Nath

Sharma

Director Village Hatli, P.O.Galore, Tehsil Nadaun,

Distt. Hamirpur (H.P.)

+ 91 94180

90816

10 Shri

Ramesh

Chand

Bhatia

Director Village Amtrar,P.O. Suneher Tehsil & Distt.

Kangra (H.P.)

+ 91 98162

50324

11 Shri

Ranjeet

Singh

Rana

Director Village Bhilla,P.O. Bachhwai Tehsil Palampur,

Distt. Kangra (H.P.)

+ 91 98163

40135

12 Shri

Amrit Lal

Bhardwaj

Director Village & P.O. Dehlan, Tehsil & Distt. Una

(H.P.)

+ 91 98160

31863

13 Shri

Davinder

Kumar

Director VPO Charara, Tehsil Bangana, Distt. Una

(H.P.)

+ 91 98166

44040



18

TECHNOLOGY

KCC Bank Ltd. operates in a highly automated environment in terms of information technology

and communication systems. All the bank's branches have online connectivity, which enables the

bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines

(ATMs). The Bank has made substantial efforts and investments in acquiring the best technology

available internationally, to build the infrastructure for a world class bank. The Bank's business

is supported by scalable and robust systems which ensure that our clients always get the finest

services we offer. The Bank has prioritized its engagement in technology and the internet as one

of its key goals and has already made significant progress in web-enabling its core businesses. In

each of its businesses, the Bank has succeeded in leveraging its market position, expertise and

technology to create a competitive advantage and build market share.

KCC Bank Ltd. business strategy emphasizes the following:

Increase market share in India‟s expanding banking and financial services industry by

following a disciplined growth strategy focusing on quality and not on quantity and delivering

high quality customer service. Leverage our technology platform and open scaleable systems to

deliver more products to more customers and to control operating costs. Maintain current high

standards for asset quality through disciplined credit risk management.Develope innovative

products and services that attract the targeted customers and address inefficiencies in the Indian

financial sector. Continue to develop products and services that reduce bank‟s cost of funds.

Focus on high earnings growth with low volatility.

2.2 PRODUCT SCOPE:

KCC Bank Ltd. offers a bunch of products and services to meet the every need of the people.

The company cares for both, individuals as well as corporate and small and medium enterprises.

For individuals, the company has a range accounts, investment, and pension scheme, different

types of loans and cards that assist the customers. The customers can choose the suitable one

from a range of products which will suit their life-stage and needs. For organizations the

company has a host of customized solutions that range from funded services, Non-funded



19

services, Value addition services, Mutual fund etc. These affordable plans apart from providing

long term value to the employees help in enhancing goodwill of the company. The products of

the company are categorized into various sections which are as follows:

Accounts and deposits.

Loans.

Investments and Insurance.

Forex and payment services.

Cards.

Customer center.

PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING SERVICES

A. Accounts & Deposits

Savings Account

Regular Savings Account

Savings Plus Account

Savings Max Account

Senior Citizens Account

Institutional Savings Account

Regular Salary Account

Pension Saving Bank Account

Family Savings Account

Kisan No Frills Savings Account



20

Current Account

Plus Current Account

Trade Current Account

Premium Current Account

Regular Current Account

Max Current Account

Fixed Deposit

Regular Fixed Deposit

Super Saver Account

Sweep-in Account

Recurring Deposit

Demat Account

Safe Deposit Locker

B. Loans

Personal Loans

Home Loans

Two Wheeler Loans

New Car Loans 33333

Used Car Loans

Overdraft against Car

Express Loans

Loan against Securities

Loan against Property

Commercial Vehicle Finance

Working Capital Finance

Construction Equipment Finance



21

C. Investments & Insurance

Mutual Funds

Insurance

Bonds

Financial Planning

Knowledge Centre

E. Payment Services

Net Safe

Prepaid Refill

Bill Pay

Direct Pay

E-Monies Electronic Funds Transfer

Excise & Service Tax Payment

F. Access Your Bank - One View

Mobile Banking

ATM

Phone Banking

Branch Network

2. WHOLESALE BANKING SERVICES

Funded Services

Non Funded Services

Value Added Services

Internet Banking

Clearing Sub-Membership

RTGS – sub membership

Fund Transfer

ATM Tie-ups

Tax Collection



22

Financial Institutions

Mutual Funds

Stock Brokers

Insurance Companies

3. NRI BANKING SERVICES

Rupee Saving a/c

Rupee Current a/c

Rupee Fixed Deposits

Foreign Currency Deposits

Accounts for Returning Indians

MILESTONES IN THE HISTORY

KCC Bank began its operations in 1960 with a simple mission to be a "World-class Indian

Bank". They realized that only a single-minded focus on product quality and service excellence

would help us get there. Today, they are proud to say that they are well on our way towards that

goal. It is extremely gratifying that their efforts towards providing customer convenience have

been appreciated both nationally and internationally.

QUALITY POLICY

SECURITY: The bank provides long term financial security to their policy. The bank does this

by offering life insurance and pension products.

TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it will

aim to manage their investments very carefully and live up to this trust.



23

INNOVATION: Recognizing the different needs of our customers, the bank offers a range of

innovative products to meet these needs.

SWOT ANALYSIS

STRENGTH

1. The biggest strength of Bank is Direct Banking channels. As Direct banking channels

saves time and money both as a customer does not need to go to bank for any kind of

transaction except cash withdrawal and cash deposits all other things are done sitting

anywhere in the world.

2. All services or products of KCC Bank are available through direct banking channels.

3. Free ATM, Net Banking, Mobile Banking, Phone Banking and 24 hours services.

4. Very easy to access and use.

WEAKNESS:

1. Unawareness about all Direct Banking Channels due to less advertisement.

2. Other private banks have started direct banking channels it may put some competition

to KCC Bank in near future.

3. Resistance to Change.

4. One should have the knowledge of the operations of the computers and of course the

Internet.

OPPURTUNITIES:

1. Centralized banking makes easy for KCC Bank to provide services to customers.

2. Huge market of shareholders.

THREATS:

1. Vulnerable to reactive attack by competitors.

2. Attacks of web hackers.

3. Lack of infrastructure in rural areas could constrain investment



24

Consumer’s Perceptions On KCC Bank

At KCC Bank, I was assigned with the topic as “Consumers Perceptions on KCC Bank” for my

project work. I joined the company as a Personal Banker. The selection of the topic was to know

how the company generates business through them.

Personal Banker is those sources of a company who have their own relations and personal

contacts among common public that they use to generate business through.

1.2 REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in India. The Personal Banker

are one of the most powerful, efficient and effective channel through which the company sales its

various types of financial products and company takes operational work also. It is really difficult

to convince customers and sell a single product and accomplish operational work.

Satisfied customers are central to optimal performance and financial returns. In many places in

the world, business organizations have been elevating the role of the customer to that of a key

stakeholder over the past twenty years. Customers are viewed as a group whose satisfaction with

the enterprise must be incorporated in strategic planning efforts. Forward-looking companies are

finding value in directly measuring and tracking customer satisfaction as an important strategic

success indicator. Evidence is mounting that placing a high priority on customer satisfaction is

critical to improved organizational performance in a global marketplace.



25

With better understanding of customers' perceptions, companies can determine the actions

required to meet the customers' needs. They can identify their own strengths and weaknesses,

where they stand in comparison to their competitors, chart out path future progress and

improvement. Customer satisfaction measurement helps to promote an increased focus on

customer outcomes and stimulate improvements in the work practices and processes used within

the company.

When buyers are powerful, the health and strength of the company's relationship with its

customers – its most critical economic asset – is its best predictor of the future. Assets on the

balance sheet – basically assets of production – are good predictors only when buyers are weak.

So it is no wonder that the relationship between those assets and future income is becoming more

and more tenuous. As buyers become empowered, sellers have no choice but to adapt. Focusing

on competition has its place, but with buyer power on the rise, it is more important to pay

attention to the customer.

Customer satisfaction is quite a complex issue and there is a lot of debate and confusion about

what exactly is required and how to go about it. This study is an attempt to review the necessary

requirements, and discuss the steps that need to be taken in order to measure and track customer

satisfaction.

IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the customer‟s perceptions

about the different products of the bank, and to know about operational process. how these

products can attract them and how the company can generate maximum profit by convincing

them through personal banker and to better understand customer requirement and to understand

operational methodology.

LEARNING FROM THE STUDY:



26

The process of bank related transaction, bank related various terms, work environment of KCC

Bank. Different products and services provided by the bank. Customer perception about the

different product and the brand image of the bank. What are the problems faced by customer on

daily basis. How to communicate with the customers. Different techniques of dealing with the

customers. How to convince and convert a customer into a real customer.

The literature available in the field under reference is very limited in nature and scope. The

literature obtained by investigation in the form of reports of the committees. Commissions

working groups established by the Union Government and RBI, the Research studies/articles

of researchers/ bank officials/ economists and the comments of economic analysts and news is

reviewed here in this section:

Patel and sayed (1980) of the National Institute of Banking Management made a Valuableanalysis of performance and prospects of RRBs. They also gave a comparativePicture of

performance in deposits, branch expansion and credit deployment of the cooperative banks,

commercial banks and RRBs in a specified area. This was an eye opener for many researcher

engaged in this field of rural credit.

Financial express, (1986) published a study on RRBs viability, which was conducted by

Agriculture Finance Corporation in 1986 .The study revealed that viability of RRBs was

essentially dependent upon the fund management strategy, margin between resources mobility

and their deployment and on the control exercised on current and future costs with advances. The

proportion of the establishment costs to total cost and expansion of branches were the critical

factors, which affected their viability. The study further concluded that RRBs incurred losses due

to defects in their systems and as such, there was need to rectify these and make them viable. The

main suggestions of the study included improvement in infrastructure facilities and opening of

branches by commercial banks in such areas where RRBs were already in operation. However

the main limitation of the study was that its generalizations were based on the study of the

gramin bank kangra.

RENDIL. (1988) conducted a study on RRBs taking a sample of 48 beneficiaries ofrural artisans

in various district of kashmir under J&K Bank. In this study, it was concluded that the



28

RESEARCH METHODOLOGY

Introduction and meaning

Research methodology is way to systematically solve the research problem. The researchmethodology includes the various methods and techniques for conducting a research. D.

Salinger and M. Stephenson in the encyclopedia of social sciences define research as “the

manipulation o things, concepts or verify knowledge, whether that knowledge aids in

construction of theory or in the practice of an art”

Research is a careful investigation or inquiry especially through search for new facts in branch of

knowledge: market research specifies information. Required to address these issues: designs the

method for collecting information: manage and implements the data collecting process analyses

the results and communicates the finding and their implications.

RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT

PROBLEM DEFINATION:

Personal Banker were with good background human being and through rigorous process of

recruitment but still not able to perform up to the expectation level of company, HR is not able to

sort out the problem why the performance is not coming even after giving the full marketing and

operational support. So there is need to study the customers perception and attitude towards the

various products and services provided by the bank.

RESEARCH: - It means search for facts, answers to questions and solutions to problems.



29

RESEARCH DESIGN:

Research design constitutes the blue print for the collection, measurement and analysis of data.

The present study seeks to identify the perception of consumers on KCC Bank in Kangra. The

research design is exploratory in nature. The research has been conducted on users withinKangra. For the selection of the sample, convenient sampling method was adopted and an

attempt has been made to include all the age groups and gender within different occupation.

Type of Research

The present study will adopt the exploratory approach wherein, there is a need to gather large

amount of information before making a conclusion.

DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration. Due to time

limitation and other constraints direct personal interview method is used. A structured

questionnaire was framed as it is less time consuming, generates specific and to the point

information, easier to tabulate and interpret. Moreover respondents prefer to give direct answers.

COLLECTION OF DATA:

1: SECONDARY DATA: It was collected from internal sources. The secondary data was

collected on the basis of organizational file, official records, news papers, magazines,

management books, preserved information in the company‟s database and website of the

company.

2: PRIMARY DATA: All the people from different profession were personally visited and

interviewed. They were the main source of Primary data. The method of collection of primary

data was direct personal interview through a structured questionnaire.

SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary to

take sample from the universe to know about its characteristics.



30

Sampling Units: Different professionals. Chartered Accountants, Tax Consultants, Lawyers,

Business Man, Professionals and Students of Kangra.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.

SAMPLE SIZE: My sample size for this project was 50 respondents. Since it was not possible

to cover the whole universe in the available time period, it was necessary for me to take a sample

size of 50 respondents.

DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data

will be based on Survey Method and Field Activity. Primary data collection will base on

personal interview. I have prepared the questionnaire according to the necessity of the data to be

collected.

LIMITATIONS OF THE STUDY

It is said, “nothing is perfect” and there would be few shortcoming in this project also. Sincere

efforts have been made to eliminate discrepancies as far as possible but few would haveremained due to limitation of the study.

Time seemed to be our most limited resource. To conduct a comprehensive research project in a

6 week period is very difficult.

The absence of appropriate funding limited the extent of our study. With additional financial

resources, the scope of our study could have been enlarged, resulting in a more representative

study.

Interview bias could not be avoided as in case of many surveys open ended questions involve the

use of probing techniques that increase interview bias. However, as our study did not use many

open ended questions, the extent of the bias was reduced.

It was not possible to understand thoroughly about the different marketing aspects of the

Financial Consultant within 45 days. As stipend, money was not given it was difficult to



31

continue the project work. All the work was limited in some limited areas of Kangra so the

findings should not be generalized. The area of research was Kangra and it was too vast an area

to cover within 45 days.

OBJECTIVES OF THE STUDY

The objective behind the conducting project exercise was to get useful insight about the banking

sector. I have prepared this report with some specific objectives. The primary objective of our

study is to analyze the efficiency and effectiveness by the kcc bank. The objective of our study

is as under:

PRIMARY OBJECTIVES:

To study the origination structure of KCC bank.

To study the customers perception about KCC Bank.

To measure the awareness level of people regarding direct banking channels, products

offered by KCC bank.

To study the KCC employee behavior toward customer.

SECONDARY OBJECTIVES:

To evaluate the overall satisfaction level of customers regarding services and products

offered by the bank.

To acquire new customer by convincing them and to promote the benefits of those which

are provided by the bank?

To find the different way of convincing customers.

To assess the customer contribution towards the growth of the bank (in terms of

recommendations for changes and improvements).

To determine the need and purpose of a personal banker



32

QUESTION WITH ANALYSIS AND INTERPRETATION:

A questionnaire was used as the primary source of data collection and the detailed question wise

analysis of the data is given below:-

Q.1 Your Occupation?

Category No. of Respondents Percentage

Business 14 28

Profession 12 24

Service 18 36

Students 6 12



34

Interpretation From above response it can be seen that

34% respondents have account with KCC bank.

66% respondents have account with others bank.

Q.3. Why you want to open an account in bank ?


Efficient service 24 48

Convenient location 14 28

Acquaintance 8 16

Others 4 8



35


• From the survey we came to know that 48% people prefer services of the bank foropening the account.

• About 28% people open account in the bank for the convenient location.

• 26% people open account because of acquaintance with the bank officers

• only 8% people open account because of other reason.

Q.4. Do you want to open an account with KCC bank ?


Yes 12 24

No 21 42



36

Not Idea 17 34


24% respondents want to open an account in KCC bank.

42% respondents does not want to open an account in KCC bank.

34% respondents are already customers of KCC bank.

Q.5. what is your perception about different products/services provided by

KCC bank?


Lucrative 24 48

Not Lucrative 21 42

No Idea 5 10



37

Interpretation From above response it can be seen that.

48% respondent‟s perception about different products is lucrative.

42% respondent‟s perception about different products is not lucrative.

10% respondent‟s have no idea.

Q.6.Are you aware that the KCC bank provides you free phone banking & net

banking services.


Yes 32 64

No 18 36



38


64% respondents are aware of it.

36% respondents are not aware of it.

Q.7. Are you aware of different terms and conditions which are very much

essential to maintain an account at KCC Bank?


Yes 17 34

No 33 66



39


34% respondents are familiar with different terms and conditions which are very much

essential to maintain account with the bank.

66% respondents have no idea about it.

Q.8. Is the staff of KCC bank is co-operative?


Yes 34 68

No 11 22

No Idea 5 10

34%

66%

0%

10%

20%

30%

40%

50%

60%

70%

YES NO

%AGE

%AGE



40


68% respondents believe that staff of KCC bank is co-operative.

22% respondents believe that staff of KCC bank is not co-operative.

10% respondents have no idea.

Q.9. Do you think that KCC bank provides innovative products and superior

services?


Yes 37 74

No 13 26



42


76% respondents want to attach with KCC bank.

24% respondents don‟t want to attach with KCC bank.



43

CONCLUSIONS AND RECOMENDATION

CONCLUSIONS:

KCC Bank, the banking arm of KCC is expected to go on stream. The bank already has good

number of employees on board and is recruiting personal banker heavily to take the headcount to

many more. It is on the brim of increasing its customers through its attractive schemes and offer.

The project opportunities provided was market segmentation and to know the perception of

prospective customers in potential geographical location and convincing them to attract more

customers so that new business opportunities of the bank can be explored. Through this project,

it could be concluded that people are not much aware about the various products of the bank and

many of them not interested to open an account, to invest money at all. Majority of people have

more faith in public sector banks as compare to private banks. Professionals and businessman are

more attracted towards the products and services provided by the KCC bank as compare to

people in services and students. Services was considered as unsought good which require hard

core selling, but in changing trend in income and people becoming financially literate, the

demand for banking sector is increasing day by day.

So, at last the conclusion is that there is tough competition ahead for the company from its major

competitors in the banking sector. Last but not the least I would like to thank KCC Bank for

giving me an opportunity to work in the field of Marketing and Operation. I hope the companyfinds my analysis relevant.



44

RECOMMENDATION

Finally some recommendations for the company are as follows:-

To make people aware about the benefit of becoming a customer of KCC Bank,

following activities of advertisement should be done through

1. Print Media. 2. Hoarding & Banners.

3. Stalls in Trade Fares 4. Distribution of leaflets containing details information.

Other facilities must be providing to the customer:

The bank should provide life time valid ATM card to all its customers.

Minimum balance for savings account should be reduced from Rs 500 to Rs 300, so that

people who are not financially strong enough can maintain their account properly.

The company should provide a pass book to all its customers.

Make people understand about the various benefits of its products.

Company should organize the program in the society, so that people will be aware about

the company and different products of the bank.

Company should open more branches in different cities.

LIMITATIONS

Every work has its own limitation. Limitations are extent to which the process should not

exceed. Limitations of this project are:

The project was constrained by time limit of two months.

Mindset of people may vary depending upon their age, gender, income etc.

Getting appointment from the concern person was very difficult.

People mind set about the survey was obstacles in acquiring complete Respondents were

very busy in their schedule. So it was very time consuming for information & positive

interaction, them to answer all the questions properly.



45

ANNEXURE

1. QUESTIONNAIRE

Dear Sir/Madam”

Name______________________

Address: ____________________________

Contact No _________________( O)_____________ (M)______________

City: _________Pin: ____________State: _____________

I am a student of “ Govt. P.G. College, Dharamshala´ presently doing a project on” Consumers

Perception on KCC Bank” I request you to kindly fill the questionnaire below and Assure you

that the data generated shall be kept confidential.

1. Your Age: ____________________



46

2. Education Qualification.

Undergraduate

Graduate

Postgraduate

3. Marital Status .

1 Married

2 Single

4. Number Of year’s Are You in Kangra.

1. Less than five year’s

2. More than five year’s

5. Occupation.

1. Business

2. Profession

3. Service

4. Student

(Please mention below the type of business/profession you are in incase of service please

mention your organization name and designation)

6. Your annual household income.

1. < than 2 lack

2. between 2 to 5 lack

3. between 5 to 8 lack



47

4. > than 8 lack

7. From which bank you have account?

1. KCC

2. Others

8. Why you want to open an account in bank ?

1. Efficient Service

2. Convenient location

3. Acquaintance

4. Others

9. What is your perception about different products and services offered by KCC Bank?

1. Lucrative

2. Not lucrative

3. No idea

10. Do you want to open an savings account with KCC Bank?

Yes

No

11. Are you aware of that KCC Bank provide you free phone banking & net banking

services. If you open a new savings account with KCC bank?

Yes

No

12. Are you aware of different terms and conditions which are very much essential tomaintain an account at KCC Bank?

Yes

No



48

13. Is the staff of KCC bank is co-operative?

Yes

No

14. Do you think that KCC bank provides innovative products and superior services?

Yes

No

15 If you get opportunity in future would you like to be attached with KCC bank?

Yes

No

Date:

Place: Signature

Thank You



BIBLIOGRAPHY

S.NO AUTHOR’S NAME: NAME OF THE BOOK

1. PHILIP KOTLER Marketing Management

(10th

Edition),

2. V.S.RAMASWAMY Marketing Management

(3rd

Edition),

3. C.R.KOTHARY Research Methodology

(2nd

Edition),

4. S.P.KASANDE Research methodology

(3rd Edition),

NEWS PAPERS: Times of India

Financial Express

WEB REFERENCES

http:www.kccb.com/consumer perception_rshn.htm

http:[email protected]/profile/paper.htm

http:www.faculty.rsu.edu/history/mgtfayol.html

http:www.mr-guide.com/data/G510.htm

http:www.sancharnet.com/lo_index.htm

vikram mba

Documents