Findings And Conclusions

The analysis of the data using cross tabs and regression analysis has
helped in coming up with certain findings. The findings include both positive and
negative aspects of the bank. The study was mainly focused on the customers who visit
the bank at least once in a month. Study was on the customer care, cheque facility, ATM
facility and its influence on the satisfaction on the retail customers of the bank. So the
analysis was done in order to draw a conclusion with relation to that aspect. The
findings are broadly classified in to the following categories:

Finding with relation to customer visit.

Findings with relation to use retail account services.

Findings with relation to customer care.

Finding with relation to customer visit

Customers who visit the bank regularly are the most important segment
of customers. These customers always keep direct contact with the bank. They know
the day today working of the bank. They can easily find out the efficiency of the bank by
evaluating their work. The bank by keeping good relation with those customers can
maintain the existing customers and add new customers. Each and every employee of
the bank should always keep good relation with him or her. From the manager to the
watchman must give good care for this segment of customers. Retail banking require
good customer care for success. Customer should never feel neglected. For this the
profile of the customers who visit the bank on a regular basis is to be known.
The total number of customer surveyed in this study is 300. Findings of
the study show that most of the customers visit the bank either monthly or weekly. Out
of these weekly visitors most of them are daily visitors. When the visitor were divided in
to current account holders and savings account holders, it showed that majority of the
current account holder visit weekly and most among them visited the bank daily. Among
the savings account holder majority visited monthly. When the number of visitors where
seen, the number of current account holders and that of saving account holders were

almost same. At the same time, if we see the number of monthly visitors, it is the saving
account holders who visit the most. This shows that there is an equal importance for
both current account holders and saving account holders among those visit the bank.
If we see the age group of the SB account holders visiting the bank we
can see that the modal class of people are of the age group 51-60. People when
become old they find more time in coming to bank. The youngsters visit the bank rarely.
This shows the influence of todays fast life. Since the youngsters are leading a fast life
they dont wish to wait for the transaction, they want to get their money as fast as
possible. So they depend on ATM. The best ways to maintain such customers are to
provide the best ATM facility.
The income group of above 10000 visits the bank maximum. The bank
also has almost equal number of customer from the category 1000-5000 and 500110000. But from the income group below 1000 the visitors are very less. The reason
behind this low number may be due to the position of the bank. The bank situates at the
most commercially developed area and the people living in and around this area are
always earning sufficient income the customer in this income group is low.
Finding with relation to retail account services
The services provided are varied. The pervious chapter shows the various
types of services provided by the bank to their retail account holders. There are
customers who make use of the bank services with out even visiting the bank. Since the
customers under this study are only those who visit the bank atleast once in month the
services the study are also limited to that. The services that are taken in to
consideration are cheque book facility, ATM facility and debit card facility. The study has
also tried to find the correlation between the usage of these facilities and the overall
satisfaction level of customers.
Out of the customers surveyed 42% of them use the facility always, 49%
use it sometimes and rest of them never uses it. This is when we take both current
account holders and saving account holders. Generally current account holders use the
cheque facility maximum, in order to know it more clearly the usage rate where seen

among current account holders and saving account holders. When the current account
holders where only taken it shows that 57% always use it, 34% use it sometimes and
rest of them never use it. Among the saving account holders, 34% always use it, 56%
use it some times and rest of them never use it. So a considerable amount of customer
uses the cheque between both types of account holders. This means for maintaining the
customer satisfaction the bank should provide this service at its best. The bank should
always try to minimize the transaction time and avoid making the customers wait. The
study shows that out of the total customers surveyed nearly half of the customers
sometimes face the problem of waiting, 12% of them always face this problem and rest
of them never face it. When we see about this problem separately among current
account holders and savings account holders, we can see that 12% of the savings
account holders always find the problem of waiting, nearly half of them some times find
the same problem and rest of them never find it. Among the current account holders
also findings are almost same. Half of them sometimes find the problem of waiting, 10%
of them find it always and rest never find the problem. So it shows that above half of the
customer find the problem of waiting. The previous paragraphs that a good percentage
of people do visit the bank and among them more than 50% find the problem of waiting.
The bank should give due consideration to this fact, because it has a good influence on
the over all customer satisfaction of he customer.
ATM facility
ATM is one of the modern technical services provided by the bank for their
retail account services. With this facility the customer can withdraw his money from the
ATM using the ATM card provided by the bank. This helps the customer to get his
money whenever he wants. If he has the card with him he need not carry money with
him. Almost all the bank in the country provides this facility. Since the service is fully
based on computer technology it has the risk of failure. Many times the machines
become defective and creates problem for the customers. For those customers who
always depend on this will have great dissatisfaction with this. This can have a negative
impact on the banks goodwill.

When the customers where surveyed, it showed that more than half of
the customer dont use the ATM facility. 30% of them use the facility sometimes and rest
of them always use of them. But when we study the current account holders and saving
account holders, current account holders use the facility less. When we see the usage
rate among the saving account holders 46% never use the ATM facility, 37% use the
facility sometimes and 17% 0f them always use it. This shows that only half of the
customers among both current account and saving account holders use the ATM facility.
The above paragraphs shows that a good amount of customers are interested in using
cheque.
Another fact that is found in the study is that among the ATM users, the
facility has good influence. Out of the ATM users half of them has never faced any
problem with the ATM, more than one third of them sometimes face the problem and
rest of them always face the problem. The customers who fully depend on the ATM may
rarely come to the bank for direct dealing.
Use of debit cards
The study with regards to the use of debit card shows that very little
customers use the debit card facility of the bank. About 85 % of the customers never
used debit card facility, 10% of them use this facility sometimes and only 4% of them
use it always. Even though the bank provides the facility the study shows that it is not
that popular among the customers. Another reason behind this reduced use of debit
card facility could be the spending pattern of the customers. The bank has good amount
of customers who are common man. They dont go for huge purchase regularly, so they
dont feel any problem in carrying cash with them.
Finding in relation to customer relation
Retail banking deals with individual customers and these customers
always keep direct contact with the banks. Most of the customers do over the counter
transactions. So it is the duty of the bank to take care of the customers who comes to
the bank for transactions. They should not be left uncared. The bank should see that

they get their transactions done with in a minimum time. Whenever they do their enquiry
it should be given proper attention. They should get their doubts cleared. For meeting
the customers needs and to make them feel satisfied the bank employees have an
important role. It is the employees behaviors that will make the customers feel
comfortable.
The study on customer care shows that above 75% of the customers
agree that the do keep good relation with the employees. About 16% of the customers
do not keep much relation and the rest of them never keep any relation with the
employees. It is a good indication that the bank keeps good relation with the customers.
At the same time the bank should see that the rest 25% should also feel the same. The
importance of such relation is also known from the study. It shows that there is an
association between the overall satisfaction and the employee-customer relation.
When the customers where asked about the behavior of the employees,
3% of them always find it improper, 24% of them sometimes feel it improper and rest of
them never finds it improper. This is again a good sign of keeping good relation with the
customers, but at the same time it is not a good sign that there are customers who finds
the behavior of the bank employees improper. This will affect the good will of the bank.
Other findings
Apart from the above categories there are certain other findings from this
study. More than two third of the customers never had a desire to start an account in
other banks, more than 30% of them had the desire sometimes and rest of them always
had the desire. This shows that nearly 35% of the customers have an internal
motivation to start an account in other banks.
When willingness of the customers to suggest the banks name to others
where asked, it showed the same result. More than 60% where always willing, 30% of
them felt it sometimes and the rest never felt it. When the views of the customers on the
offers provided by other banks where asked, nearly half of them said that they do get
excited and attracted by the offers. Even though most of the customers are satisfied by
the banks service the bank has not yet made the customers feel delight. A study was
also made on the customers sense of security. It showed that the bank has been able

provide this feeling to about 80% of the customers. But here also there is a 5%
customer who never had a sense of security.
The customer saving habits where also enquired. Half of the customers
say that they have developed saving habits after starting account in the bank. One of
the important aims behind encouraging customers to start an account is to develop this
saving habit, because this increases the capital formation in the country. About 20% 0f
the customers never felt it, and rest of them sometimes feel it. The saving habit is a
factor, which has relatively good association with the overall satisfaction.
Conclusion
The study conducted on the retail account services has its own limitations.
It cannot make a conclusion on the whole retail services because the study was limited
to certain areas only. By standing with in the limitations the study can give certain
conclusions. Firstly it should be agreed that Union Bank of India is a bank, which is
trying at its best to provide its retail services in order to satisfy their customer needs.
The bank has a good will in the minds of the majority of its customers. Even after facing
a good competition from the various foreign and private banks this bank has succeeded
in meeting the needs of its customers at its best. But the competition is so high that it is
becoming more and more difficult to maintain its existing customers. When other banks
come with many new schemes to the customer delight UBI must also bring more
exciting schemes to avoid the shift of the existing customers and to add new customers.
Along with the satisfaction of a majority of the customers, there is a
considerable amount of customers who are facing dissatisfaction. They face
dissatisfaction in the key areas of retail banking. The bank should keep an on these key
areas in order to get the full satisfaction of the customers. Many of the customers had
compared the banks services with that of other banks when they gave their open views.
Only about 60% of the customers feel fully satisfied with banks services.
Another thing is with relation to the usage of many of the service. The
customers are either not interested in using it or they are ignorant about its advantages.
There should enough effort s from the bank to make the customers aware of its

usefulness and make them feel comfortable in using the facility. This is mainly in case of
ATMs. The bank should see to it that the customers are aware of all the services and
they should feel confident in making use of these facilities. Many times the customers
feel excited by the offers of other banks because they are ignorant about the same
service provided by their banks.
As a whole, bank has been able to provide customer satisfaction up to a
considerable level. At the same time the bank should try a little hard to increase this
level and maintain the level of satisfaction. This is so important, because the level of
competition is increasing day by day. Each and every step of the bank should be to
provide customer delight. More than providing mere satisfaction now the aim should be
to provide customer delight.

CHAPTER 5
Suggestions and Recommendations.
The best way to meet the customer satisfaction is to hear their
suggestions. The following are some of the complaints, views and suggestions of the
customers.
Complaints

Bank takes long time for transaction.

Bank does not in maintain good customer relation.

Problems related to ATM should be corrected as fast as possible.

There is lack of enough staffs.

Delay in receiving ATM card and its pin.

Demand draft charges are high.

Cash counter is very slow.

There is a lack of spirit in the employees to serve he customers.

Bank will not understand even if good suggestions are given.

Delay in issuing cheque book.

Takes long time to deal with outstation cheque.

Low number of ATM centers.

These are some of the common complaints that many of the customers have regarding
the bank. Along with the complaints the customers have given certain suggestions for
improvement. They are as follows.

Start a new counter for dealing transactions of higher amount.

More ATM centers should be started.

Increase the number of employees.

Employees should be trained for keeping good customer relation.

Keep youngsters as counter staffs.

Start home banking.

Staffs should be prohibited from attending personal calls during duty time.

Introduce the services provided by new generation banks.

Apart from the suggestion of the customers the findings of the study suggests certain
important things.

The bank should create a good awareness in the customers about all its
services. It should also build confidence in the customers to use those facilities
and encourage them to maximum utilize those facilities.

The bank should understand the key services used by the customers and should
provide impeccable service in that area.

As far as ATM facility is concerned, many people face problems of unavailability

of enough machines and also face technical problems in the available machines.
This is can be avoided by installing new machines. There should be a regular
maintenance of the machine. A telephone should be provided along with the ATM
machine, which is connected to the nearest bank. This will help the customer to
inform the bank about the problem at its minimum time.

The problem of delay in getting the transaction done over the counter could be
met by providing additional counter for the same. As one of the customer
suggested there can be a separate counter for amounts beyond a certain limit.

Opening a counter exclusively for customer enquiry and customer care can
develop customer relation. For this, more trained employees should be appointed
in the branch exclusively for building customer relation.

Bank can go for home service for those customers who are old and weak.

CHAPTER 6
Limitations
The lack of sufficient time and the difficulty in accessing all type of
customers has brought certain limitations in the study. These limitations have reduced
the study to a certain area only. So the study has not brought out the customer
satisfaction for all the retail account services. Retail account services provided by the
bank are various. In order to study the customer satisfaction all these services need
more time. So in order to avoid the time constraints the study is limited to three main
areas. The main areas studied are over the counter transaction, ATM facility and
customer care. The following are some of the limitations of the study.

The study has not brought out the customer satisfaction in relation to the
services like demat account and e-banking. Where as these facility has its own
importance in this era of computer. Demat has it own important in those who are
interested in business and share market.
The study has included only those customers who visited the bank regularly. Many
people who visit the bank very rarely use the service of ATM. The views of such
customers are not included in the study.