Index

1. INTRODUCTION
2. COMPANY PROFILE
3. RESEARCH METHODOLOGY
4. DATA ANALYSIS AND INTERPRETATION
5. RESULTS, CONCLUSIONS AND SUGGESTION
6. BIBLIOGRAPHY
7. QUESTIONNAIRE

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INTRODUCTION
Satisfaction is a person’s feelings of pleasure (or) is appointment resulting from
comparing a products, perceived performance in relation to his (or) her expectation.
Satisfaction is a function of perceived performance and expectations. If the
performance falls short of expectation, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the performance
exceeds expectations, the customer is highly satisfied (or) delighted.

Customer satisfaction is both a goal and a marketing tool. Companies that achieve
high customer satisfaction ratings make sure that their target market knows it.

Actual performance by the firm

Customer Satisfaction = ---------------------------------
Customer Expectations

CUSTOMER & HIS IMPORTANCE :-

The essence of the marketing concept is that organizations must adopt customer
oriented features and focus their attention of building programs, offering and
strategies that satisfy customer needs and wants. Many organizations maintain their
focus on operations or product or sales efforts and thereby ; get dislocated by
mistaking the means for the end. Successful marketing involves companywide
transformations in attitude beliefs and perceptions of the people in how they view
the customer. Deep commitment to the customer is what distinguishes successful
marketers from Laggards.

The excellent companies really close to their customers, other companies top about it,
excellent companies really close to their customers, other companies to about it,
excellent companies do it’. The companies, which show extra ordinary concern for
the customer, include. American express, Mc donalds, Citibank, IBM who go to the
smallest dealers also “Never forget the customer’s attitude is the hull mark of their
service strategy.
Hence Customers are :-

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1. The most important people in any business.
2. They are not dependent of a business, But business is dependent on them.
3. They are not an interruption to own work, they are the purpose of it.
4. They are doing us favor when they come in, we are not doing them favor by
serving them.
5. They are part of our business, they are not outsiders.
6. They are not just statistic. The customers are human beings with flesh and
blood having feelings and emotions.
7. People come to us with their needs and wants. It is our job to fulfill them.
8. They are the lifeblood of every business without whom the door of the
business would have been closed.
9. Non customer functions in particular must be made customer oriented.
Customer needs and requirements should be tracked on regular basis.

II. CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends upon the offer performance in
relation to the buyer’s expectations. Customer satisfaction can be defined as :-
Satisfaction is the level of a person’s felt state resulting from comparing a product’s
perceived performance in relation to the person’s expectation’s satisfaction level is a
function of the different between perceived performance and expectations some of the
successful business firms are aiming for total Customer Satisfaction which increase
customer loyalty towards the product or service offered by the firm.

III. IMPORTANCE OF CUSTOMER SATISFACTION

MISSION AND PURPOSE OF BUSINESS:

The need to satisfy customer for achieving success in any commercial enterprise is so
obvious, one wonder if there is any need to establish the importance of customer
satisfaction. However one often finds that what should be obvious everyone also
needs to be explained and establish.

3
The income of commercial enterprise is derived from the payment received for the
products and services supplied to its external customers. If there are no customers,
there is no income, there is no business. In other words, customers are the sole
reason for the existence of commercial establishments, as the function is extremely
important for the success of the organization, the senior management as well as the
leaders of other departments or Divisions should also realize the importance of
customers to the organization and for its growth. It is therefore no surprise that Peter
Drucket, the renowned management guru said “ to satisfy the customer is the mission
and purpose of every business :.

IV. CUSTOMER SATISFACTION PROCESS

Companies seeking to win in today’s market must track their customer’s expectations
perceived company performance and customer satisfaction not only for them but for
their competitions as well.
Brand loyalty and Customers satisfaction on the other hand are almost synonymous
and their impact on market share is statistically varifiable. The relationship between
market share profitability as well as profitability and share holder value creation have
been the subject of considerable research over the years and the linkages have been
proven many times.

4
Customer satisfaction and Business Results

Licensing to Brands
Voice of the customer

Service Quality

Service Quality Customer Customer

Satisfaction Retention
Product Quality

Competitive
Innovation Growth Rate Market Share

Shareholder Profitability
Value Creation
It has been found that some customers are, by native tendency, more likely to move
while others are not. Therefore even for some level of satisfaction or dissatisfaction,
some customer will remain with the brand they are loyal to while others will switch.
Simply because they are more prone to taking risks and more easily susceptible to the
blandishments of competitors and inherently more fickle. This can be represented in
four way matrix as given below.

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High 1. Safe Customer Habitual Switches

Satisfaction with 3. The Patient ones Highrise

Production
Low
Customer Classification by Satisfaction and Mobility

1. The Safe Customers are those who are satisfied and not likely to move.
2. The habitual switches are happy and still likely to switch.
3. The patient ones will stay on regardless but should not be taken for
granted. Their satisfaction can be improved profitably as they are
inherently less likely to switch..

Today’s customers are global and have high degree of need for congrition,
recognition, approval and respect. So many companies believe that customer
satisfaction can make the company more profitable to some extent as
 It as a more process aimed at enhancing customer share.
 It builds goodwill in the market, which in turn generates additional traffic to
the outlet.
 It is a real experience and a rich insight is to customer’s min to hit the bull’s
eye with carefully designed marketing strategies
 A highly effective technique is to keep of buying habits, intentions, self image,
spending patterns, customer develops a sense of belonging in then and a soft
corner for the company itself.
 Higher customer retention index, customer lifetime value, loyalty and
satisfaction level increase transactions with the same customers again and
again.
 A highly effective system of communication helps in developing positive
attitude in customer mind about the company its offerings.
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WHAT MARKETING SHOULD DO
 Companies should establish a separate relationship market to prepare,
implement and monitor their relationship marketing program.
 Company should not rely totally on technical people but employ relationship
managers who well equipped with marketing Communication and
interpersonal skills.
 An integrated marketing system is a pre-requisite for building relationship
with customers.
 Companies should continuously search for value building approaches through
a system of quality management review process, etc., because only by
exceeding customer expectations, marketers can build a value laden
relationship with customers.
 As said before to satisfy a customer and to retain customer relationship
marketing is important.

Methods of Tracking and Measuring Customer Satisfaction

The various methods generally adopted to track customer satisfaction are :
a) Complaint & Suggestion system
b) Customer satisfaction survey
c) Ghost Shopping
d) Lost Customer analysis

a) Complaint & Suggestion system

A Customer’ centered organization would make it easy for its Customers to deliver
suggestion and complaints. Some customer centered companies – P & G, General
Electric, Whirlpool established “Customer hot lines” with toll free 800 telephone
numbers to maximize the ease with which customers can enquire make suggestion, or
complaints. Their information flows provides these companies with many good ideas
and enable them to act more rapidly to resolve problems.

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b) Customer satisfaction surveys
A company must not conclude that it can get a full picture of customer satisfaction
and dissatisfaction by simply relaying on a complaint and suggestion system. Studies
show that customer are dissatisfied with one out of every four purchases and less than
5% of dissatisfied customers will complaint customer may feel that their complaints
are minor, and they will be made to feel stupid or that no remedy will be offered.
Most customers will by less or switch the supplier than complaint. The result is that
the company has needlessly lost customers.
Therefore, companies can’t use complaint level as a measure of customer
satisfaction. Responsive companies obtain a direct measure of customer satisfaction
by conducting periodic surveys. They send questionnaire or make telephone calls to
random sample of their recent customers to find out how they feel about various
aspects of the company’s performance.
Customer satisfaction can be measure in a number of ways. It can be measured
directly by asking “indicate how satisfied you are with service” on the following
scale, highly dissatisfied, indifferent satisfied, highly satisfied (Directly reported
satisfaction). Respondents can be asked as well as to rate how much they expected of
a certain attribute and also much. They experienced (desired dissatisfaction) still
another method to ask respondents to list any problems they had with the offer and to
list any improvements they could suggest (Problem analysis) finally, companies could
ask respondents to rate various elements of the offer in items of the importance of the
each of and how were the organization performed each element (important
performance ratings). Its last method helps the company to know if it is under
performing on important elements and over performing on relatively unimportant
elements.

C) Ghost shopping
Another useful way to gather a picture of customers satisfaction is to hire persons to
pose as potential buyers to report their finds on strong and weak points they
experienced in buying the company’s and competitors products.

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d). Lost Customer Analysis
Companies should contact who stopped buying or who have switch to another
supplier to learn why this happened. When IBM loses a customer, they amount
through effort or learn where they failed is their price too high, their service deficient
their products unreliable and so on. Not only it is important to conduct exit interviews
but also to monitor the customer loss rate, which if its increasing clearly indicated
that the company is failing to satisfy customers.

Some cautions in Measuring Customers Satisfaction

When customers rate their satisfaction with an element of the company’s performance
say delivery, we need to recognize that customers will vary in how they define food
delivery ; it could mean early delivery on time ; delivery order completeness, and so
on. Yet if the company had to sell out every element in detail customers would face
huge questionnaire.
Companies should also note that managers and sales persons could manipulate their
ratings on customer satisfaction. They can be especially nice to customers just before
the survey. They can also try excluding unhappy customer form being included in the
survey.
Some customers may want to express high dissatisfaction in order to receive more
concession.

E. Lost Customer Analysis.

Companies should contact who stopped buying or who have switch to other supplier
to learn why this happened. When IBM loses a customer, they amount through effort
or learn where they failed is their price too high, their service deficient their products
unreliable and so on. Not only it is important to conduct exit interviews but also to
monitor the customer loss rate, which if its increasing clearly indicated that the
company is failing to satisfy customer.

Some caution in Measuring Customers Satisfaction

When customers rate their satisfaction with an element of the company’s performance
say delivery, we need to recognize that customers will vary in how they define food

9
delivery; it could mean early delivery on time; delivery order completeness and so on.
Yet if the company had to sell out very element in detail customers would face huge
questionnaire.
Companies should also note that managers and sales persons could manipulate their
ratings on customer satisfaction. They can be especially nice to customers just before
the survey. They can also try excluding unhappy customers from being included in
the survey. Some customers may want to express high dissatisfaction in order to
receive more concession.

Observation on customer satisfaction

1. Customer satisfaction will be lower in industries where the industry offers
a homogenous product to a heterogenous market. On the other hand.
Industries that supply a high quality homogenous product to homogenous
market will register high satisfaction.
2. Customer satisfaction is lower an industries where repeal buyer faces high
switching costs. They have to but from the supplier even through their
satisfaction is low.
3. Industries which depend upon repeat business generally, create a higher
level of customer satisfaction.
4. As the company increase its market share customer satisfaction call fall.
This is because more customers with heterogeneous demands are drawn
into buying a fairly homogenous product.

Post Product Behavior

After purchasing the product the customer will experience some level of satisfaction
or dissatisfaction. The customer will engage in post purchase actions and product
uses of interest to the marketers. The marketers job does not end when the product is
bought but continue into the post purchase period. The buyer’s satisfaction is
function of the closeness between the buyer’s product expectations the customer buts
the product again and talks favorably or unfavorably about the product to others.

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Customers from their expectations on the basis of received. Messages from sellers,
friends and other information sources. If the seller exaggerates the benefits,
consumers will experience disconfirmed expectations, which lead to dissatisfaction.
The larger the gap between expectations and performance, the greater the consumer’s
dissatisfaction.

Post Purchase Action

The Customer’s satisfaction or dissatisfaction with the product will influence
subsequent behavior. If the customer is satisfied, he or she will exhibit a higher
probability of purchasing the product main. The satisfied customer will also tend to
say good things about the brand to others. Marketers lay ‘or best advertisements is
the satisfied customer :.
A dissatisfied consumer responds differently. The dissatisfied consumer will try to
reduce the dissolvance because a human being strives to establish internal harmony “
consistency or congruity among his opinions, knowledge and values.

Marketers should be aware of the full range of ways consumers handle

dissatisfaction. Consumers have a choice between taking and not taking any action.
If the former, they can take public action or private action. If the former, they can
take public action or private action. If the former, they can take public action or
private action. Public action includes complaining to the company going to lawyer or
complaining to other groups that might help the buyer gets satisfaction. Such as a
business private or government agencies or the buyer might simply stop buying the
product or warn friends. In all these cases the seller losses in having done a poor job
of satisfaction to the customer.

System for complaints handling & service recovery

Studies of Customer dissatisfaction show that customer are dissatisfied with their
purchases about 25% of the time. But surprising finding is that only about 5%
complain. The other 95% either feels that it is not worth the effort to complain or that
they don’t know how to whom to complain.

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Of the 5% of customers who complain, only about 50% report a satisfactory problem
resolution. Yet they need to resolve a customer problem in a satisfactory manner is
critical where as on average a satisfied customers tells three people about a good
product experience dissatisfied customer groups to people. If each of them tells still
other people the number of exposed to bad work of mouth may grow exponentially

The Banking Regulation Act, 1949 and the RESERVE BANK OF INDIA
ACT, 1934, mainly govern banking in India. The RBI and the Government of India
exercise control over banks from the opening of banks to their winding up by virtue of
the powers conferred under these statutes. All the regulatory provisions are not
uniformly applicable to all Banks. The applicability of the provisions of these Acts to
a Bank depends on its Constitution that is whether it is a Statutory Corporation,
Banking Company or a Co-operative society.

ORIGIN OF BANK:

The word “Bank” itself is derived from the word “Bancus” or “Banque” that is
bench. The early Bankers, the JEWS in Lombardy, transacted their Business on
benches in the market place. Banking existed in India in one from or the other from
times immemorial. Accepting deposits for the purpose of lending was basically
traditional function of the Banks. Money changing business gained momentum in
Mogul Period. However, with the entry of English Agency Houses, indigenous
Banking and money changing business started declining in the country. However the
English Agency Houses also failed as they combined Banking with trading. Among
the earliest Banks established in India were Bank of Bengal, Bank of Madras known
as “Presidency Banks”. All the three banks were amalgamated to form Imperial Bank
of India which was subsequently converted in to SBI with the intention to extend
introduction of New product of PNB Bank on large scale, more particularly rural and
semi-urban area and the diverse public purpose. During 1959, SBI (Subsidiary Banks)
Act was passed by which various state level banks were made as its subsidiaries.

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The other elements of banking sector namely Commercial banks had its origin
in sixties to nineteenth century. All the banks except Allah bad Bank, which was
established under European Management in 1865, had to close down for various
reasons. During Swadeshi Movement, numbers of banks with Indian Management
were established. The series of bank crises during 1913-1971 and 1931-1938, wiped
out many weak units particularly on account of faulty management policies.

WHAT IS BANK?

A Bank is an institution that performs three basic functions:-

1). It accepts and safeguards deposits of money from customers.

2). It permits money to be withdrawn or transferred from one account to another.
3). It lends the surplus of deposited money to customers who wish to borrow.

WHAT IS BANKING?

Banking is defined in section 5(b) of the Banking Regulation Act as the

acceptance of deposits of money from the public for the purpose of lending or
investment. Such deposits may be repayable on demand or otherwise and withdrawal
by cheque, draft, order and otherwise.

In India it is necessary to have a License from the Reserve Bank under section
22 of the Banking Regulation Act for commencing or carrying on the business of
Banking.

THE ROLE OF BANKS:

Banks provide a range of services to satisfy the financial needs of all types of
customers, from the smallest personal account holder to the largest company. These
services can be grouped under following: -

1). Deposits: -

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Deposits are the funds that customer leave in their account, which are for
'current' money that is not intended to be saved, or fixed deposits or saving account
which are money that will not be required immediately. 2). Lending: -

Lending to all sectors of the economy. Banks lend directly to borrowers and
indirectly through buying open-market securities, issued by government and Private
agencies.
3). Money Transmission: -

Enables customers to make payments without having to carry around large sums
of cash by proving the cheque facilities since it is a convenient method of setting
debts.
4). Financial and advisory services: -

Financial Services are; collection of cheque's, bills, hundies and other

instruments (inland and foreign) for their depositors, issue of performance and
financial guarantees; Provision of remittance facilities by issue of drafts, mail transfer
and telegraphic transfers, provision of facilities of safe custody of deeds and securities
and safe deposits vaults, purchase and sale of securities for their constituents,
provision of special investment services as underwriters and bankers for new issues of
securities to the public.
5). Foreign Services: -

Foreign services of the banks include traveler’s cheques and currency services,
they also make international payments.

Today the commercial banking system in India may be distinguished into: Public
Sector Banks
a. State Bank of India and its associate banks called the State Bank group
b. 20 nationalised banks
c. Regional Rural Banks mainly sponsored by Public Sector Banks

Private Sector Banks

a. Old generation private banks
b. New generation private banks
c. Foreign banks in India

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d. Scheduled Co-operative Banks
e. Non-scheduled Banks

CO-OPERATIVE SECTOR:

The co-operative banking sector has been developed in the country to the
supplement the village moneylender. The co-operative banking sector in India is
divided into 4 components

a. State Co-operative Banks

b. Central Co-operative Banks
c. Primary Agriculture Credit Societies
d. Land Development Banks
e. Urban Co-operative Banks
f. Primary Agricultural Development Banks
g. Primary Land Development Banks
h. State Land Development Banks

TYPES OF BANKS:

1. Central Bank: - A Central bank acts as the controlling institution in the banking
and the financial system in the country. It functions as controller of credit,
banker’s bank and also enjoys the monopoly of issuing currency on behalf of the
government. It is known as ‘Reserve Bank of India’.
2. Commercial Bank: - A Commercial bank is an institution that operates for
profit. It accepts deposits from the general public and extends loans to the
households, the firms and the government.
3. Development Bank: - A Development bank is a hybrid institution, which
combines in itself the functions of a finance corporation and a development
corporation. As financial corporation these banks act in providing medium-term
assistance to business under-takings in the form of loans, underwriting and
investment. They also act as a catalytic agent in promoting balanced and viable
development by assuming promotional role of discovering project ideas,

15
undertaking feasibility studies, providing, technical, financial, and managerial
assistance for the implementation of project.
4. Co-Operative Bank: - The main business of Co-operative banks is to provide
finance to agriculture. They aim at developing a system of credit facilities to
rural areas and therefore, the need of rural credit is fulfilled by the co-operative
banks. Long-term loan is provided to the farmers for purchase of land or for the
improvement on land, while short-term loans help them in purchasing
implements, fertilizers and seeds etc.
5. Social Banking: - Social Banking could broadly be described as the extension
of introduction of New product of PNB Bank to customer groups who would not
be served by banks guided by commercial consideration alone.
6. Rural Banking: - a set of financial institution engaged in financing of rural
sector is termed as rural banking. The regional rural bank have been set up with
a view to developing the rural economy by providing for the purpose of
development
7. agricultures, trade, commerce and industry and other productive activities in the
rural areas.

8. Foreign exchange banks: - These banks finance mostly to the foreign trade of
country. Their main function is to discount, accept and collect the foreign bill of
exchange. They also buy and sell foreign currencies and help businessmen to
convert their money in to any foreign currency they needed.
9. Saving Banks: - these banks perform the useful services of collecting small
savings. Commercial banks also run “saving bank” to mobilize the savings of
men of small means. The idea of saving bank is to encourage and discourage
hoardings.
10. Export-Import Banks: - these banks have been established for the purpose of
financing foreign trade. They concentrate their working on medium and long
term financing. Normally Exim bank helps in encouraging exports of
engineering and capital goods from the country.
11. Indigenous bankers: - it has an important place in the rural economy of the
country. Indigenous bankers are those persons and firms, which accept the
deposits, provide loans and deal in deshi hundis.

16
12. Investment banking: - investment banks are those which assist business
corporations and govt. bodies to raise funds for their long term capital
requirement through the sale of share, stocks and bonds. They purchase entire
issue of new securities of the business corporation or of govt. bodies and reissue
them for public subscription at a higher price. Hence these banks operate as
underwriter of the issue of the securities.
13. Merchant banking: - the concept of merchant banking is a recent development
in the history of Indian banking. The state bank of India took the initiative to
open a merchant banking division in 1972. Merchant bank perform the variety
of function such as acting as issue houses, acceptance houses, financial brokers,
trustees, giving investment advice to individual, managing trust funds etc.

17
INTRODUCTION OF PNB BANK:

1.1. INTRODUCTION OF PUNJAB

NATIONAL BANK

Punjab National Bank (PNB) (BSE: 532461), is a state-

owned financial services company located in New Delhi,
India. It was registered on May 19, 1894 under the Indian
Companies Act with its office in Anarkali Bazaar Lahore.
Today, the Bank is the second largest government-owned
commercial bank in India with about 5000 branches across
764 cities. It serves over 37 million customers. The bank has
been ranked 248th biggest bank in the world by the Bankers
Almanac, London. The bank's total assets for financial year
2007 were about US$60 billion. PNB has a banking
subsidiary in the UK, as well as branches in Hong Kong,
Dubai and Kabul, and representative offices in Almaty,
Dubai, Oslo, and Shanghai.

Punjab National Bank is one of the Big Four Banks of India,

along with ICICI Bank, State Bank of India and Canara Bank
.

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1.2. MEANING AND DEFINITION OF BANK:

MEANING OF BANK:

A bank is a financial intermediary that accepts deposits and

channels those deposits into lending activities, either directly
or through capital markets. A bank connects customers with
capital deficits to customers with capital surpluses.

Banking is generally a highly regulated industry, and

government restrictions on financial activities by banks have
varied over time and location. The current set of global bank
capital standards are called Basel II. In some countries such
as Germany, banks have historically owned major stakes in
industrial corporations while in other countries such as the
United States banks are prohibited from owning non-
financial companies. In Japan, banks are usually the nexus of
a cross-share holding entity known as the keiretsu. In Iceland
banks had very light regulation prior to the 2008 collapse.

The oldest bank still in existence is Monte dei Paschi di

Siena, headquartered in Siena, Italy, which has been
operating continuously since 1472.
DEFINITION OF BANK:

Banking can be defined as -

19
An institution which accepts deposits, makes business loans,
and offers related services. Commercial banks also allow for
a variety of deposit accounts, such as checking, savings, and
time deposit. These institutions are run to make a profit and
owned by a group of individuals, yet some may be members
of the Federal Reserve System. While commercial banks
offer services to individuals, they are primarily concerned
with receiving deposits and lending to businesses.

1.3. HISTORY OF PUNJAB NATIONAL

BANK

Punjab National Bank was established in the year 1895 found by

Punjab Kesari Shri Lala Lajpat Rai at Lahore (now in Pakistan) as
a joint stock company. After the partition in 1947, the bank grew
steadily with its presence at the important centers and
metropolitan cities of the country and emerged as one of the big
five Indian banks during pre-nationalized period.
The bank was nationalized in 1969 along with 13 other
banks. Subsequently, in 1993 it took over the New Bank of
India, another bank that was nationalized in 1980. In 2003
the Nedungadi Bank Ltd., a south based private sector bank
also
merged the bank. Thus the bank, which previously had its
main business area around the Indo-Gangetic belt and major
metros, could ensure its remarkable presence in the entire
country.

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Presently, it is the second largest bank of the country
rendering a wide variety of banking services
(corporate/personal/industrial finance/agriculture
finance/financing of trade and commerce/international
banking). It has a broad clientele base like Multi National
Corporation, Indian Conglomerates,medium/small industrial
units and NRI’s. As a bank with global standard, it was
ranked 416th among the biggest bank in the world by the
banker’s Almanac in 2002.The bank is member of the
SWITY (society for Worldwide International Financial
Telecommunication) and has strong correspondent
relationship with the leading international banks. Continued
financial sector reforms led to greater alignment of financial
sector to the competition business environment.
Operational and supervisory practices in the sector have been
progressively matching international standards. In the
process Indian banking system is becoming increasingly
mature in terms of transformation of business process and
risk management. The head office of the Bank is at, Bhikaji
Cama Place, New Delhi.

The bank also has subsidiaries like PNB Gilts Ltd., PNB
Housing Finance Ltd.,PNB Capital Services Ltd., PNB
Assets Management Co .Ltd.

1.3.1. VISION AND MISSION OF PUNJAB

NATIONAL BANK

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VISION
“To evolve and position the Bank as a world class
progressive cost effective and customer friendly institution
providing comprehensive financial and related services;
integrating frontiers of technology and serving various
segments of society especially the weaker section;
committed to excellence in serving the public and also
excellence in serving the public and also excelling in
corporate values.”

MISSION
“To provide excellent professional services and improve its
position as a leader in the field of financial and related
services; build and maintain a team of motivated and
committed workforce with high work ethos; use latest
technology aimed at customer satisfaction and act as an
effective catalyst for socio-economic development”

1.3.2. LOGO OF PUNJAB NATIONAL BANK

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Established in 1895 at Lahore, then undivided India, Punjab
National Bank (PNB) has the distinction of being the first
Indian bank to have been started solely with Indian capital.
The bank was nationalized in July 1969 along with 13 other
banks. From its modest beginning, the bank has grown in
size and stature to become a front-line banking institution in
India at present. It has more than 4000 branches and over
400 extension counters. Strong correspondent banking
relationship, which it maintains with over 200 leading
international banks all over the world, enhances its
capabilities to handle transactions worldwide. More than 50
renowned international banks maintain their Rupee Accounts
with PNB.

With its presence virtually in all the important centers of the

country, PNB offers a wide variety of banking services
which include corporate and personal banking, industrial
finance, agricultural finance, financing of trade and
international banking. The large presence and vast resource
base have helped the bank to build strong links with trade
and industry. At the same time, the bank has been conscious
of its social responsibilities by financing agriculture and
allied activities and small-scale industries.

23
The bank is committed to maintaining the highest standards
of service and will be covering more offices under this
quality movement titled 'Alliance with Quality'

24
1.4. PRODUCTS OFFERED BY PUNJAB
NATIONAL BANK

Presently, it is the second largest bank of the country

rendering a wide variety of banking services:

 CENTRALISED BANKING SOLUTION (CBS)

CBS, an inter-branch networking and data-sharing platform

helps to operate account from any city in India having CBS
networked branches. Changing status from Customer of the
Branch’ to ‘Customer of the Bank’, presently, there are over
2,616 CBS networked brandies in 820 cites.

 NRI’S & TOURISTS

Currency exchange services are being provided by our

Exchange Bureau’s spread throughout the country.

 ONLINE TAX PAYMENT

PNB provides the facility of online payment of service tax,

excise duty, DGFT, custom duty & all charges under MCA.

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 CASH MANAGEMENT SERVICE (CMS)

PNB’s CMS facilitates management of receivables and

payments in technology driven environment, ensuring
availability of funds at reduced cost, helping reconciliation at
multi location accounts besides providing customized MIS.

 MUTUAL FUNDS & INSURANCE

The bank has tied-up with Principal Financial Group for

providing Mutual Funds and Insurance services & also tied
up for distribution & marketing of UTI Mutual Funds.

 NRI SERVICES

NRE, FCNR, RFC, NRO Deposit a/c investment

Management & Housing Loan facilities for NRI’s.

 FOREIGN EXCHANGE

PNB has 150 branches authorized for handling foreign

exchange business and these branches have been provided
with SWIFT connectivity to ensure faster realisation of
funds.

 e-MONEYINDIA

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Send money to the loved ones in India through PNB’s e-
Money India service. Draft delivery across 4,038 locations
and Bank Credit to over 2,500 branches in India.

 ONLINE RAILWAY RESERVATION/AIR TICKET

BOOKING
Say goodbye to long queues. PNB offers online booking &
information through IRCTC payment gateway. Just click and
travel comfortably.

 DEPOSITORY SERVICE

PNB Depository service provides the facility of having

shares & securities in Demat form & executes transactions of
sales & purchase hassle free electronically.

 LOCKERS

Now, customer can relax with assurance of having your

locker at the PNB branch nearest to their home.

 CUSTOMER CARE FACILITY

All the banking queries and problems are just a call away!
PNB presents 24 hr. customer care facility.

 PNB GOLD COIN

27
PNB gives opportunity to dazzle the well wishers, patrons,
partners and acquaintances with the mystical charisma of
PNB’s 999.9 fineness pure 24-carat gold coins and to convey
the true value of treasured relationship. Enjoy guarantee of
purity & weight of hallmarked gold coins.

 ELECTRONIC CLEARING SERViCE (ECS) &

ELECTRONIC FUNDS TRANSFER (EFT)

Avail ECS for quick movement of funds in a paperless mode

& EFT to ensure an expeditious transfer of funds by using
electronic media.

 WEALTH MANAGEMENT SERVICE

PNB provides customized financial advisory services for

individuals that includes Mutual Funds, insurance,
Retirement Planning, Tax planning, & Debt Management to
customers for wealth maximization.

 ONLINE BILL PAYMENT

No more queues to pay your bills. Now pay telephone,

mobile,electricity, insurance & several other bills 24 hours,
365 days,from the desktop

28
.

1.5. SERVICES PROVIDED BY PUNJAB

NATIONAL BANK

Punjab National Bank offers financial solutions and services

in an array of sectors. All these services that are offered keep
pace with the changing market trends in order to fulfill the
needs and preferences of the customers. Some of the well
known sectors on which the main functions of the bank are
based are:

 Personal Banking
 Corporate Banking
 Agriculture finance services
 Industrial finance services
 Trade financial services
 International banking services

PNB also has commercial relationship with more than 200

prestigious international banks across the globe. It has the
provisions of Rupee Drawing Arrangements with around 15

29
exchange companies in the UAE and 1 in Singapore.

In case of the personal banking segment, the bank offers

customized solutions to take care of almost all financial
needs of the customers. Some of the well known services
that are offered in the bank are:

 Savings Fund Account

 Fixed Deposit scheme
 Current account
 Loan services

Punjab National Bank is also a well known name in housing

loan benefits. The bank offers both short term and long term
loans. The rates are also affordable and can be paid within a
particular time. The housing loans are given for a number of
purposes such as:

 Construction of a building
 Purchase of a new house or a flat
 Purchase of flat or house on a First Power of Attorney basis
 For the purpose of repair or renovation of a house or a
building

The PNB Housing Finance sanctions around 80% of the cost

of the project. However, the maximum amount is around Rs

30
50 lakh. The maximum loan amount for the purpose of
renovation and repair is Rs 5 lakh. In most cases, the loan is
available for a period between 5 and 20 years before one
becomes 65 years of age. The interest of the loan is based on
the reducing balance and the principal amount of the loan is
also based on the repaying capability of the borrower.

1.6. LOAN FACILITIES PROVIDED BY

PUNJAB NATIONAL BANK

 CAR LOAN/2 WHEELER LOAN

Drive dream car/bike home. PNB gives loan for the purchase
of new/old car, van or jeep, new bike at very attractive
interest rates with a convenient repayment period.

 LOAN AGAINST JEWELLERY

Loan against Gold & Jewellery for individuals/business

enterprises, both for business & personal needs.

 TRADERS LOAN

31
Maximize business turnover with PNB traders loan with
minimum paper work and attractive rate of interest, for
whole sellers, dealers, distributors, individuals, firms,
registered cooperative societies & companies. Loans also
available for purchase of shop /showroom.

 HOUSING LOAN

Bring own dream home to life. Avail ‘flexi’ housing loan

and have the advantage of substantial savings on the interest
component. Insurance cover for home loan borrowers
available.

 PERSONAL LOANS

A scheme to meet all types of personal needs, for

permanent/confirmed employees/Defence Personnel and
Professionally Qualified Doctors.

 CORPORATE LOANS
Corporate can expand & diversify with user friendly
Corporate Loans Products Working Capital, Term Loan,
Bank Guarantee, Letter of Credit & others.

 EDUCATIONAL LOAN

32
Avail “Sarvottam Shiksha & Vidyalakshyapurti” schemes
for studies In India & abroad and ensure a great career for
child.

 PNB GRAMIN CHIKITSAK

Scheme for financing qualified medical practitioners for

setting up clinics in rural areas at concessional rate of
interest.

 LOAN TO PENSIONERS

PNB values the traditions of India by giving special benefits

to the senior citizens.

 LOANS TO WOMEN

PNB’s “Mahila Sashaktikaran Abhiyaan” & “Mahila

Samridhi Yojana” give special benefits to women customers
that help in building their confidence & self-esteem.

1.7. CURRENT SCENARIO OF PUNJAB

NATIONAL BANK

With its presence virtually in all the important centres of the

country, Punjab National Bank offers a wide variety of

33
banking services which include corporate and personal
banking, industrial finance, agricultural finance, financing of
trade and international banking. Among the clients of the
Bank are Indian conglomerates, medium and small industrial
units, exporters, non-resident Indians and multinational
companies. The large presence and vast resource base have
helped the Bank to build strong links with trade and industry.

Punjab National Bank is serving over 3.5 crore customers

through 4062 branches and 447 extension counters - largest
amongst Nationalized Banks. The Bank was recently ranked
21st amongst top 500 companies by the leading financial
daily, Economic Times. PNB's attempts at providing best
customer service has earned it 9th place among Indias Most
Trusted top 50 service brands in Economic TimesA.C
Nielson Survey. PNB is also ranked 368 amongst the top
1000 banks in the world according to "The Banker" London.

At the same time, the bank has been conscious of its social
responsibilities by financing agriculture and allied activities
and small scale industries (SSI). Considering the importance
of small scale industries bank has established 31 specialised
branches to finance exclusively such industries.

Strong correspondent banking relationship which Punjab

National Bank maintains with over 200 leading international
banks all over the world enhances its capabilities to handle
transactions world-\vide. Besides, bank has Rupee Drawing

34
Arrangements with 15 exchange companies in the Gulf and
one in Singapore. Bank is a member of the SWIFT and over
150 branches of the bank are connected through its
computer-based terminal at Mumbai. with its state-ofart
dealing rooms and well-trained dealers, the bank offers
efficient forex dealing operations in India.

The bank has been focussing on expanding its operations

outside India and has identified some of the emerging
economies which offer large business potential. Bank has set
up representative offices at Almaty: Kazakhistan, Shanghai:
China and in London. Besides, Bank has opened a full
fledged Branch in Kabul, Afghanistan. Keeping in tune with
changing times and to provide its customers more efficient
and speedy service, the Bank has taken major initiative in the
field of computerization. All the Branches of the Bank have
been computerized. The Bank has also launched aggressively
the concept of "Any Time, Any Where Banking" through the
introduction of Centralized Banking Solution (CBS) and
over 2000 offices have already been brought under its ambit.

PNB also offers Internet Banking services in the country for

Corporates as wen as individuals. Internet Banking services
are available through all Branches of the Bank networked
under CBS. Providing 24 hours, 365 days banking right from
the PC of the user, Internet Banking offers world class
banking facilities like anytime, anywhere access to account,
complete details of transactions, and statement of account,
online information of deposits, loans overdraft account etc.
35
PNB has recently introduced Online Payment Facility for
railway reservation through IRCTC Payment Gateway
Project and Online Utility Bill Payment Services which
allows Internet Banking account holders to pay their
telephone, mobile, electricity, insurance and other bills
anytime from anywhere from their desktop.

Another step taken by PNB in meeting the changing

aspirations of its clientele is the launch of its Debit card,
which is also an ATM card. It enables the card holder to buy
goods and services at over 99270 merchant establishments
across the country. Besides, the card can be used to withdraw
cash at more than 11000 ATMs, where the 'Maestro' logo is
displayed, apart from the PNB's over 600 ATMs and tie up
arrangements with other Banks.

36
1.8. GROWTH AND DEVELOPMENT OF
PUNJAB NATIONAL BANK

To evolve and position the bank as a world class,

progressive, cost-effective and customer friendly institution
providing comprehensive financial and related services:
integrating frontiers of technology and serving various
segment of society especially the weaker section of the
society: committed to excellence in serving the public and
also excelling in the corporate values.

Corporate excellence emanate from good corporate

governance exercised by adopting standard of transparency,
accountability, professionalism, social responsiveness, and
ethical business practices with this in view, the has been
making efforts for adopting the best practices. The bank
commitment towards corporate governance is to bestow
greater transparency and openness in the management and to
ensure best performance by staff atall the levels to maximize
the operational efficiency. Adopting the corporate
governance as a work ethos, the bank is committed to
enhancing the stakeholders value.

37
1.9. FUTURE PLANS OF PUNJAB NATIONAL
BANK

To provide excellent professional services and improve its

position as a leader in the field of finance and related service,
build and maintain a team of motivated and committed
workforce with high work ethos; uses latest technology
aimed at customer satisfaction and act as effective catalyst
for socio-economic development.

The bank is committed to its corporate mission to provide

excellent professional services and improve its position as
leader in the field of financial and related services, build,
maintain a team of motivation and committed workforce
with high work ethos, use latest technology, aimed at
customers and act as an effective catalyst of socio-economic
development.

Punjab National Bank has focused quite a bit in rural areas,

which is actually needed for our country. Their ATMs are
given the facility of English, National Language Hindi and
the local language of the state. They also provide mobile top-
up facility.

38
39
1.10. SWOT ANALYSIS

STRENGTHS

 Brand name of Punjab National Bank (PNB) is established

over the years.
 Single window clearance - a single employee provides wide
variety of facilities to the borrower, minimizing the hassle of
wastage of time.
 Appraisal techniques are used.
 Specialized software's are big assets.
 There is no penalty for prepayment from borrowers own
service.

WEAKNESSES

 High interest rates as compared to other housing finance

institutions.
 Top management takes large amount of time to approve high
value seeking loan borrowers. No publicity.
 No marketing managers work, only through dsa's (direct
sales agent).
 People are not aware of wide variety of schemes offered by
the company; tend to think the company as only providing
home loans.
 There is the shortage of staff at almost all branches which

40
does not ensure easy addressable of the customers problems.
 Delegation of authority and responsibility is not proper.

OPPORTUNITIES

 Special rates of interest are offered during exhibitions.

 Special rates of interest can be introduced for employees of
PSU'S & reputed national or multinational companies'
 Product life cycle is to be reviewed.
 The growing category of the builders ensure that good, high
value & qualitative projects, providing them home loans with
the new and innovative schemes can lead to over all
development of the company.

THREATS

 The competition in market is very high due to the private

players.
 The rates of interest of other players are quite low.
 Innovative schemes with horne loan from other players.
 The processing process is quite slow which leads to low
housing finance.

A fraud case involving 32 cases worth Rs.3 crores at the one

branch of PNB Housing Finance Limited in year 2002 leads
decreasing brand name.

41
RESEARCH METHODOLOGY

OBJECTIVE OF THE STUDY

There are mainly two objectives namely.

(a) Primary objective.
(b) Secondary objective.

a) Primary objective
To study the level of satisfaction experienced by the customers of PNB Bank

b) Secondary objective
1. To find out the factors that would increase the efficiency of the services.
2. To know the problems confronted by the customers.
3. To know the viewpoint of the customer.

4. To obtain suggestions from customers.

5. To know customers' new requirements.

The research approach for this study was conclusive research. Conclusive
research is designed to help executives to choose among various possible alternatives
to make a viable business decision. Further this research on satisfaction was of
descriptive type, which is an offshoot of conclusive research. The problem for this
research was non-operating in nature i.e. special situation peculiar to particular
company's marketing department. The data both primary and secondary data, the
source was one hundred respondents.

For the proper analysis of data simple statistical techniques such as percentage were
use. It helped in making more accurate generalization from the data available. The
data, which was collected from a sample of respondents.

42
Sources of information

The sources of information were dual. The primary data were gathered from
customers who filled the questionnaires and provide me necessary information
required for the research. They gave me all the relevant information pertaining to
research work.

The bank's records constitute the secondary data together with the books on the
subject by different authors for the study on particular issues.

TYPES OF STUDY

The study conducted is a conclusive descriptive statistical study. Conclusive

because after conducting the study, the researcher comes to a decision that is precise
and rational. The study is descriptive because it is in the descriptive study, that the
data is collected for a definite purpose and here the purpose is definite i.e. the data is
collected, to find out the satisfaction of the customers with the services. The study is
statistical because throughout the study all the similar samples are selected and
grouped together. All the similar responses are taken together as one and their
percentages are calculated.

Thus, this, conclusive descriptive statistical study is the best study for this
purpose as it provides the necessary information which is utilized to arrive at a
concrete decision.
PERIOD OF THE STUDY

The period of study was 40 days

But in our study secondary data of before 2-3 year is also used.

43
AREA OF THE STUDY

The area of our study is marketing and in marketing study on customer satisfaction of
customer of PNB Bank. Since the survey was limited to BHOPAL I have done survey
only in Bhopal.
SAMPLE DESIGN

Under the secondary source for the study both the internal & external data
have been used. As the study is restricted to PNB Bank, Bhopal, information’s from
these sources have been gathered pertaining only to the respected branch and its head
office, Bhopal.

Another method adopted for interpretation of data collected from primary sources,
comprehensive questionnaires has been developed; interviews have been conducted
with the help of these structured questionnaires.

Under this survey, a sample size of 100 questionnaires was set for the purpose
of the study there were predefined questions and 01 was for suggestion purpose. And
this survey is conducted in the Bhopal region. Where the questionnaires are to be
filled as per the opinion given by the walk-in customers only.

To understand the nature and dimension of customer satisfaction, the study

was undertaken and the data were collected both from primary and secondary source.

44
TOOLS OF ANALYSIS

To know the response, I have used the questionnaire method in sample survey.
If one wish to find what people thinks or knows, the logical procedure is to ask them.
This has led marketing researchers to use the questionnaire technique for collecting
data more than any other method.

In this method questionnaire were distributed to the respondents and they were
asked to answer questions in the questionnaire. The questionnaires were structured
non-disguised questionnaire because the questions, which the questionnaire contained,
were arranged in a specific order besides every question asked was logical for the
study; no question can be termed as irrelevant.

The questionnaire, were non-disguised because the questionnaire were

constructed so that the objective is clear to the respondent. The respondents were
aware of the objective. They knew why they were asked to fill the questionnaire.
The main tool used to gain basic information regarding market position was
questionnaire. The questionnaire was prepared on the basis of 4p's of marketing mix.
The main Objective while preparing the questionnaire was to extract the customer's
thinking that has derived from the bank. I selected both methods of distributing
questionnaires and personally asking questions, although later method had involved a
lot of time and cost.
As I have already stated that the customer survey contain two parts, the first part of
the questionnaire was democratic data about their name, sex, monthly income,
occupation, type of account. Second part of the questionnaire invited the basic
information regarding their familiarity with the bank, and 4p's of the marketing mix.
On the other hand the real stress was on customer requirement. The questionnaire
dealt with the democratic details and second part consisted with the consumer's
familiarity towards the ‘PNB BANK' and quality and negative aspects.

The questions were arranged in logical order and finally distributed /approached
among the target audience. I tried my level best to frame questions in simple as
possible. So that respondents would phase no difficulty in answering the questions.
The structure of the questions -
45
1. Multiple choice questions
2. Dichotomous questions
3. Open ended questions

In multiple-choice questions, the respondents were given 3-4 alternatives and they
were required to tick any one of them e.g.
How do you rate the branch in overall working?
a. Excellent b. Good
c. Normal d. Worst
In dichotomous questions, the respondents were given two alternatives, generally
“Yes" or " No" e.g.
Do you think A.T.M is necessary for this branch?
a. Yes b. No

In the ended question, respondents were free to answer in their own words no
alternative was given e.g.

Suggestions for additional facilities required in this branch.

………………………………………………………………………

57

46
LIMITATIONS

During the whole project, I faced certain limitations which are as follows:-
 Some respondents were not frank and original enough to provide adequate
answer to me, but anyhow this problem was overcome by means. I rejected
incomplete, invalid and dull answered questionnaire and took into account
only genuine and clearly answered questionnaires.
 In the questionnaire neither the opened question nor the descriptive question
were enforced because the customer were not capable of answering as well as
enough time to think of those. Hence the questionnaire had to be restricted to
be multiple choice and dichomous, rating and ranking questions only.
 Another limitation was that the scope of my research was limited to a
particular branch of PNB Bank only i.e. Hamidia Road But that could not term
as a serious one because in that branch, I contacted customers from all
different income level peoples.
 Looking towards time and cost constrain, only walk-in customers are
interviewed during the survey.
 The research could take only a small sample size of hundred for the study. But
for understanding the satisfaction level of customer, this sample size is enough
looking towards time constrains and cost.

47
SIGNIFICANCE OF THE STUDY

Scope of this project can be classified into two groups: -

Personal Scope: - This project report helped me to put into practice the theories and
techniques and present them in a substantial way.
The long process of preparing a project like this enabled me to develop my skills of
observations, conversations, communication and interpretation.
There were certain areas where I had to make so many decisions and thus it has
improved my skill knowledge. This project report was significant for me because of
all above factors.

Organizational Scope: - This project report also helps the organization also in
meeting their objectives and goals of customer satisfaction.

It provides adequate information about the customers’ choices needs and wants with
the bank.

And hence by providing the customers needs and additional facilities and by
discharging the good services to the customers the organization can easily fulfill the
objective of the firm and can stay in the business in the long run.

48
DATA ANALYSIS & INTERPRETATION

Q.1 Do you have any account with PNB Bank?

Table no. 5.1

Options % of respondents
Yes 92%
No 8%

100%
90%
80%
70%
60%
50% Yes
40% No
30%
20%
10%
0%
% of respondents

Graph no.V.1

Interpretation:
Most of the respondents had their accounts in bank

49
Q.2 Beside this do you have account in any other branch of PNB Bank?

Table No.5.2
Options % of respondents
M. P. Nagar 2%
New Market 6%
Ibrahimpura 4%
No Other branch 88%

Graph No.V.2

]
Interpretation:
Most of the respondents have their accounts in only PNB Bank.

50
Q.3 Your opinion about the location of this branch.

Table No.5.3
Options % of respondents
Approachable 88%
General 8%

Graph No.V.3

Interpretation:
Most of the respondents feel that the location is reachable.

51
Q.4 Are you satisfied with the service, which is provided by bank working
staff?

Table No.5.4
Options % of respondents
Satisfied 96%
Not Satisfied 4%

Graph No. V.4

Interpretation:
97% of the respondents are satisfied with the services provided by the employee.

52
Q.5 Are you aware about the introduction of New product of PNB Bank that
are provided by the bank?

Table No.5.5
Options % of respondents
Yes 78%
No 22%

80%
70%
60%
50%
40% Yes
30% No
20%
10%
0%
% of respondents

Graph No.V.5

Interpretation:
Most of the customers are aware about the introduction of New product of PNB Bank
by the bank.

53
Q.6 Any guidelines/help provided by the bank in any difficult situation?

Table No.5.6
Options % of respondents
Yes 70%
No 30%

Graph No.V.6

Interpretation:
70% of respondents said that they got help/guideline by the bank in difficult situation.

54
Q.7 How is the behavior of employees with the customers?

Table No.5.7
Options % of respondents
Excellent 84%
Good 12%
General 4%
Worst 0%

Graph No.V.7

Interpretation:
Most of the respondents feel that the behavior of employee is excellent.

55
Q.8 Please give the opinion about the environment of the Branch?

Table No.5.8
Options % of respondents
Legend 12%
Good 74%
General 14%
Disturbing 0%

Graph no.V.8

Interpretation:
Most of the respondents feel that the internal facilities and environment is pleasant.

56
Q.9 Display of information on the notice board.

Table No.5.9
Options % of respondents
Regular 84%
Irregular 16%
Never Updated 0%

Graph No.V.9

Interpretation:
Most of the respondents said that the bank schemes and information are easily
available on notice board.

57
Q.10 Is there any need for separate enquiry counter in this Branch?

Table No. 5.10

Options % of respondents
Yes 66%
No 34%

Graph No.V.10

Interpretation:
66% of the respondents said that separate enquiry counter is necessary.

58
Q.11 Are the employees of the branch have complete knowledge of bank
schemes?

Table No.5.11
Options % of respondents
Yes 96%
No 4%

Graph No.V.11

Interpretation:
96% of the respondents said that bank employees have complete knowledge of the
scheme available.

59
Q.12 Why have you opened the account in the particular branch?

Table No.5.12
Options % of respondents
Self Awareness 22%
Costumer Awareness 26%
Rate Of Interest 14%
Nearness to destination 38%

Graph No.V.12

Interpretation:
The respondents have different reasons for opening their accounts in this branch.

60
Q.13 Would you like to encourage someone to open account in this branch?

Table No.5.13
Options % of respondents
Yes 86%
No 14%

90%
80%
70%
60%
50%
Yes
40% No
30%
20%
10%
0%
% of respondents

Graph No.V.13

Interpretation:
76% of the respondents want to encourage others to open account in this branch.

61
Q.14 Please tell about working hours of the branch.

Table No.5.14
Options % of respondents
Need to be Increase 4%
No Change 96%
Need to be Decrease 0%

Graph No.V.14

Interpretation:
96% respondents want no change in banking hours.

62
Q.16 Do you think that employees of branch are cohesive with computers?

Table No.5.16
Options % of respondents
Yes 96%
No 4%

Graph No.V.16

Interpretation:
96% of the respondents said that working staff is cohesive with the computers.

63
CHAPTER – VI
OBSERVATIONS &
FINDINGS

64
RESULTS & FINDINGS

1. The geographical location of PNB Bank is suitable, because it is studied that

the location is approachable by most of the existing customers and there were
very few banks are present in that particular area i.e. Hamidia Road area, and
as this area is considered to be the sub-urban area of the city, most of the large
educational institutions with large and certain hotels are situated in that area,
therefore there is a great chance for increasing the business of the branch by
approaching these bodies.

2. The present customers of the bank are mainly belongs to average income
group and mostly are the State Government employees, so it is observed that
the corpus of the bank can be increase by targeting the high income groups
and businesspersons of that area.

3. The infrastructure of the bank is not up to the mark, as the bank is in the State
capital and there were number of nationalized and private banks which
contribute the heavy competitions in the banking sector. So as to stay in the
business and to make profits, it is very necessary to renovate the present
infrastructure and by providing a cozy atmosphere and best facilities the bank
can excel in its business.

Training and Development of the staff is needed to upgrade their working skills and to
motivate their working spirit. This leads to a good working culture and maintain the
team spirit among the staff.

65
CONCLUSIONS

The banking sector in India has contributed richly to the widening and
diversification of the industrial structure in our country. The banking sector, which
has expanded with its wide-ranging influence on the economic life of the nation, is
expected to continue to perform a key role in the coming years as well.
As in the increasing competition it is required to be a winner in the
competitive environment, and it is of equal importance is the need to prepare all
employees to understand the emerging needs and effectively meet the demands made
on them by increasing competition arise a desire for excellence.
After the survey and talking to many customers it is found that, in PNB Bank has
some merits as well as some demerits which leads to the problem of dissatisfaction of
the customer and which is mainly due to the under mentioned factors: -
 Lack of space
 Unplanned interiors
 Lack of basic facilities
 Parking facility
 Training & development required

1. Lack of space The space in which the current PNB Bank is very congested.
And it needs to be shifted or renovated.
2. Unplanned interiors: due to the lack of space the interiors of the Hamida
branch looks shabby and interior design is not systematic, which leads to kiosk
in the bank.

1. Lack of basic facilities: The branch needs some basic facilities such as
a. Proper sitting arrangements.
b. Token display system.
c. Proper ventilation.

2. Parking facility: The branch lacks in the proper parking facility for vehicles.

66
3. Training and development: The training and development of required
motivating the staff to work in a team, witch leads in productive results.

SATISFACTORY FACTORS

This branch is catering a large part of the population of sub-urban Bhopal, and it
is very hard to cater such a huge customer in a small bank, but the overall rating
as per the survey is found good and approachable for most of the customers but with
compared to other branches of PNB Bank in Bhopal this branch needs renovation and
up gradation, so as to eradicate the dissatisfaction part of the customer.

67
SUGGESTIONS

There are many suggestions given by the customers during the survey, but
some suggestions are observed very necessary to follow, which are under mentioned:
-
 Operational area of the bank is very congested, as the area itself is very less.
 Single window system should be implemented.
 Drinking water should be available inside the bank itself and which should be
clearly visible by each customer.
 Token display system should be provided.
 Sitting arrangements should be upgraded.
 Interior of the bank needs renovation. Currently looks very shabby.
 Parking facility should be provided.

68
PERSONAL SUGGESTIONS

After the survey, I would like to share my personal view about the branch, as it is
studied that most of the customers are satisfied with the branch, but some factors are
there which leads dissatisfaction among the customers. It is obvious that there are
some loopholes while running such a large organization. But by implementing some
facilities and factors we can reduce or can be omit the level of dissatisfaction. Those
factors and facilities are as follows: -
1. Renovation of the infrastructure, to make it more spacious.
2. Hygienic water dispenser to be provided inside the bank premises.
3. Air condition should be fitted.
4. Sitting arrangement should be changed.
5. Parking should be provided.
6. Single window system should be introduced.
7. Token display board must be fitted with the buzzer.
8. Every staff of the branch should know the working of computer.
9. Aggressive marketing approach should be there among the staff.
10. ATM facility should be provided.

69
BIBLIOGRAPHY

 Chabbra, T.N. (2003):’Marketing Management’ Dhanpat Rai & Co. (Pvt) Ltd.,
New Delhi.
 Chawala A.S. Indian banking Towards 21 centuary deep &deep publication.
 Kotler, Philip (1996): ‘Marketing Management’ Analysis, Planning,
Implementation & Control. 8th edition, Prentice Hall of India, New Delhi.
 Kothari C.R., ‘Research Methodology’ Wishwa Prakashan.
 Saxena Rajan Marketing ManagementTatamc Graw-Hill Publishing Company
Limited New Delhi.

70
QUESTIONNAIRE

Q.1 Do you have any account with PNB Bank?

Options
Yes
No
Q.2 Beside this do you have account in any other branch of PNB Bank?

Options
M. P. Nagar
New Market
Ibrahimpura
No Other branch

Q.3 Your opinion about the location of this branch.

Options
Approachable
General

Q.4 Are you satisfied with the service, which is provided by bank working staff?
Options
Satisfied
Not Satisfied

Q.5 Are you aware about the introduction of New product of PNB Bank that
are provided by the bank?

Options
Yes

71
No

Q.6 Any guidelines/help provided by the bank in any difficult situation?

Table No.5.6
Options
Yes
No

Q.7 How is the behavior of employees with the customers?

Options
Excellent
Good
General
Worst

Q.8 Please give the opinion about the environment of the Branch?

Options
Legend
Good
General
Disturbing

Q.9 Display of information on the notice board.

Options
Regular
Irregular
Never Updated
Q.10 Is there any need for separate enquiry counter in this Branch?

72
Options % of respondents
Yes 66%
No 34%

Q.11 Are the employees of the branch have complete knowledge of bank schemes?
Options
Yes
No

Q.12 Why have you opened the account in the particular branch?

Options
Self Awareness
Costumer Awareness
Rate Of Interest
Nearness to destination

Q.13 Would you like to encourage someone to open account in this branch?
Options
Yes
No

Q.14 Please tell about working hours of the branch.

Options
Need to be Increase
No Change
Need to be Decrease

Q.16 Do you think that employees of branch are cohesive with computers?

73
Options
Yes
No

74