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The banking section will navigate through all the aspects of the
Banking System in India. It will discuss upon the matters with the birth
The banker of all banks, Reserve Bank of India (RBI), the Indian Banks
Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO,
etc. has been well defined under three separate heads with one page
past has been well explained under three different heads namely:
The first deals with the history part since the dawn of banking system
in India. Government took major step in the 1969 to put the banking
India. The last but not the least explains about the scheduled and
unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 lays
along with a list of scheduled commercial banks are given on this page.
1.1.1 HISTORY OF BANKING IN INDIA
hassle free but it should be able to meet new challenges posed by the
For the past three decades India's banking system has several
even to the remote corners of the country. This is one of the main
The government's regular policy for Indian bank since 1969 has paid
India.
Not long ago, an account holder had to wait for hours at the bank
counters for getting a draft or for withdrawing his own money. Today,
he has a choice. Gone are days when the most efficient bank
From 1786 till today, the journey of Indian Banking System can be
Phase I
The General Bank of India was set up in the year 1786. Next came
Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and
Bank of Mysore were set up. Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also
with The Banking Companies Act, 1949 which was later changed to
Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23
of 1965). Reserve Bank of India was vested with extensive powers for
Phase II
carried out. It was the effort of the then Prime Minister of India, Mrs.
nationalized.
carried out in 1980 with seven more banks. This step brought 80% of
crore.
After the nationalization of banks, the branches of the public sector
institutions.
Phase III
This phase has introduced many more products and facilities in the
The country is flooded with foreign banks and their ATM stations.
money.
flexible exchange rate regime, the foreign reserves are high, the capital
account is not yet fully convertible, and banks and their customers
1934. RBI in turn includes only those banks in this schedule which
satisfy the criteria laid down vide section 42 (6) (a) of the Act.
As on 30th June, 1999, there were 300 scheduled banks in India having
nationalized banks (19), foreign banks (45), private sector banks (32),
under the State Bank of India Act, 1955 (23 of 1955), a subsidiary bank
as defined in the State Bank of India (Subsidiary Banks) Act, 1959 (38
any other bank being a bank included in the Second Schedule to the
Reserve Bank of India Act, 1934 (2 of 1934), but does not include a co-
operative bank".
• Andhra Bank
• Allahabad Bank
• Bank of Baroda
• Bank of India
• Bank of Maharashtra
• Canara Bank
• Dena Bank
• Indian Bank
• Syndicate Bank
• UCO Bank
• Vijaya Bank
Sector):
With years, banks are also adding services to their customers. The
provided by banks have become more easy and convenient. The past
This section of banking deals with the latest discovery in the banking
BANK ACCOUNT
The most common and first service of the banking sector. There are
Trusts, etc.
major banks in the public and private sector has faciliated their
of bank account online has saved both the cost of operation for
PLASTIC MONEY
are encouraging people to use credit card. The concept of credit card
was used in 1950 with the launch of charge cards in USA by Diners
Club and American Express. Credit card however became more popular
Credit cards are financial instruments, which can be used more than
once to borrow money or buy products and services on credit. Basically
LOANS
apply in loan market. The following loans are given by almost all the
• Personal Loan
• Home Loan
25,000 to 10, 00,000 depending upon the profile of person applying for
the loan. SBI, ICICI, HDFC, HSBC are some of the leading banks which
Almost all the banks have jumped into the market of car loan which is
also sometimes termed as auto loan. It is one of the fast moving financial
products of banks. Car loan / auto loan are sanctioned to the extent of
85% upon the ex-showroom price of the car with some simple paper
involved in it.
Home loan is the latest craze in the banking sector with the
demand of 'house for all'. The RBI has also liberalised the interest rates
middle class people. Almost all banks are dealing in home loan. Again
equipment.
MONEY TRANSFER
Beside lending and depositing money, banks also carry money from
It has been only a couple of years that banks have jumped into the
market grew 9.3% from 2003 to 2004 i.e. from US$213 bn. to US$233
bn. in 2004. Economists say that the market of money transfer will
the market.
Given the competitive market, banking will (and to a great extent
reality with new-age banks such as YES Bank, and others too adopting
environment will soon lead to its saturation and what will ultimately be
1.2.1 OVERVIEW
If one were to say that the future of banking in India is bright, it would
future (the trend is visible in the current scenario too) which is bound
to confuse the customer more than ever unless she spends hours
failure) of any bank would depend not only on tapping the untapped
India has witness to a sea change in the way banking is done in the
past more than two decades. Since 1991, the Reserve Bank of India
institution.
banks that manage their risks effectively. The banks with proper risk
way of lower regulatory capital charge, but would also add value to the
Punjab National Bank of India, the first Indian bank started only
with Indian capital, was nationalized in July 1969 and currently the
Punjab National Bank with 4497 offices and the largest nationalized
bank is serving its 3.5 crore customers with the following wide variety
of banking services:
• Corporate banking
• Personal banking
• Industrial finance
• Agricultural finance
• Financing of trade
• International banking
Punjab National Bank has been ranked 38th amongst top 500
Punjab National Bank India maintains relationship with more than 200
leading international banks world wide. PNB India has Rupee Drawing
Punjab National Bank (PNB) was registered on May 19, 1894 under
the Indian Companies Act with its office in Anarkali Bazaar Lahore. The
India with about 4,500 branches across 764 cities. It serves over 37
million customers. The bank has been ranked 248th biggest bank in
the world by 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 and Kabul, and
solely with Indian capital that has survived to the present. (The
Lalchand, Shri Kali Prosanna Roy, Shri E.C. Jessawala, Shri Prabhu
Dayal, Bakshi Jaishi Ram, and Lala Dholan Dass. Lala Lajpat Rai
early years.
Rangoon (Yangon).
(Bangladesh).
rescue.
network.
• 1993: PNB acquired New Bank of India, which the GOI had
nationalized in 1980.
• 2003: PNB took over Nedungadi Bank, the oldest private sector
2.1.2 ACHIEVEMENTS
• Punjab National Bank announced its Q1FY2010 results on 29
performance.
1.8% and 0.2%, with the bank not adopting the guidelines of
Vision
Mission
work ethos.
• Periodic disclosure
Roamer
Business Sector - PNB Karigar credit card, PNB Kushal Udhami, PNB
Economic Times.
Banker, London.
Development – 2005
2.6 ORGANIZATIONAL STRUCTURE
HEAD OFFICE
BRANCHS (4525)
SWOT ANALYSIS
Strength
Weakness
Opportunities
Threats
STRENGTH
Wide network
Brand image
WEAKNESS
Casual behaviour
OPPORTUNITIES
Globalization
THREATS
and questionnaires
DEFINITIONS:
his/her expectation.
business
There are many factors which lead in high levels of customer
satisfaction including.
Products and services which are customer focused and hence provide
likely to appreciate the goods and services that they buy if they are
made to feel special. This occurs when they feel that the products and
services that they buy have been specially produced for them or for
customer wants. We need to know what our customers expect from the
Expressed
Implied
written down n the contract and agreed upon by both parties for
measurable.
Implied Customer Expectations are not written or spoken but are the
the spot.
expectations.
Product quality
Premium Outflow
Return on Investment
Services
Responsiveness and ability to resolve complaints and reject
reports.
as:
Market research
Telephonic interviews
Personal visits
Warranty records
Informal discussions
Satisfaction surveys
the customer satisfaction. The survey are not marketing tools but an
better?
Survey forms should be easy to fill out with minimum amount of time
1 to 10. For repeated surveys, you could provide the rating that was
Space should always be provided for the customers own opinions this
give a weighting factor, again on a rating scale of say, 1 to 10, for each
entire process.
remnants)
objectives and in the process bringing more and more customers into
more customers friendly the Bank should come out with Charter of its
was prepared. This document was made in consultation with the users
its officials and staff. This Code for customers not only explains our
This is not a legal document creating rights and obligations. The Code
services rendered by the Bank and feel free to comment on this Code.
We intend to bring it out in many Regional Languages in subsequent
years.
business hours.
branches.
in individual capacity) and all safe deposit locker hirers (i.e. individual
hirers).
Display interest rates for various deposit schemes from time to time.
CHAPTER 5
5.1 STATEMENT OF THE PROBLEM
The market is more aware and realistic about investment and returns
in particular.
This study is limited to the consumers with in New Delhi city. The study
whether the existing products or services the are offering are really
customers.
expected service.
characteristics.
Such studies may involve the collection of data and the creation of a
internal information. Yet many firms that have such data files do not
provide.
Descriptive studies may or may not have the potential for drawing
why an event has occurred or why the variables interact the way they
do.
5.6 SAMPLE METHOD
Researcher have the freedom to choose whomever they find, thus the
Sample size denotes the number of elements selected for the study.
For the present study, 100 respondents were selected at random. All
universe.
respondents.
Further, coding and analysis was done for each question’s response to
reach into findings, suggestions and finally to the conclusion about the
topic.
PRIMARY DATA
Primary data are those collected by the investigator himself for the
first time and thus they are original in character, they are collected for
a particular purpose.
Secondary data are those, which have already been collected by some
other persons for their purpose and published. Secondary data are
Two types of secondary data were collected for the preparation of the
project work:
Although the study was carried out with extreme enthusiasm and
research viz,
1. Time Constraints:
The time stipulated for the project to be completed is less and thus
there are chances that some information might have been left out,
however due care is taken to include all the relevant information
needed.
2. Sample size:
Due to time constraints the sample size was relatively small and would
3. Accuracy:
schedule, and collection of data was very difficult. Therefore, the study
RESPONDENTS
3. Fixed Deposits 4 4%
4. Loans 3 3%
5. Others 6 6%
Graph - 6.1
Classification based on nature of A/Cs
Analysis: Above table shows that 78% respondents have Saving A/Cs,
and 9% have Current A/Cs and rest of the respondents have 13% share
of other A/Cs in total (which includes fixed deposits, loans, and other
products)
Saving A/Cs which means the bank deposits are enriching as Saving
RESPONDENTS RESPONDENTS
1. Satisfied 89 89%
Graph - 6.2
Classification based on satisfaction level of respondents
100 89
No. of
50
respondents
11
0
Analysis: From the above table it could be inferred that 89% of the
offered by PNB. Presently the bank offers varieties of services and the
TABLE 6.3
1. EXCELLENT 05 5%
2. VERY GOOD 09 9%
3. GOOD 76 76%
4. AVERAGE 06 6%
5. POOR 04 4%
645 9
76
rated them as ‘very good’, and 05% of them have rated as excellent
TABLE 6.4
1. Brand name 56 1
2. Customer service 30 2
3. Interest 12 3
4. Others 2 4
Graph - 6.4
M otive behind the Selecting of PNB
56
60
50
40 30
No. of
30
respondents
20 12
10 2
0
Motives
Analysis: This table show the strengths and weaknesses of the brand,
making is done. From this table we can infer that consumers give more
which they are investing and the returns they are getting.
TABLE 6.5
RESPONDENTS OF
RESPONDENTS
1. Recommended 92 92%
2. Not 08 8%
recommended
others.
others.
TABLE 6.6
CONSUMERS WILLINGNESS TO SHIFT THEIR A/Cs TO
OTHER BANKS
RESPONDENTS OF
RESPONDENTS
1. Shift 8 8%
Graph - 6.6
Classification based on the willingness of respondents to shift
their A/Cs to other banks
PNB should try to bring their new product and services to the attention
attributes.
PNB should ask for their consumer feedback to know whether the
product of the bank. If they are dissatisfied, then the reasons for
future.
The PNB brand name has earned a lot of goodwill and enjoys high
products to consumers.
satisfied.
Majority of the people find banking important in their life, so PNB
CONCLUSION:
The project entitled “A STUDY TO UNDERSTAND THE CUSTOMER
SATISFACTION AT PNB” has helped me in studying satisfaction
about services and products offered to consumers.
Since the opening up of the banking sector, private banks are in the
fray each one trying to cover more market share than the other.
Yet, PNB is far behind SBI. PNB must also be alert what with Private
Banks (ICICI, HDFC) breathing down its neck.
I am sure the bank will find my findings relevant and I sincerely hope it
uses my suggestions enlisted, which I hope will take them miles ahead
of competition.
In short, I would like to say that the very act of the concerned
management at PNB in giving me the job of critically examining
consumer satisfaction towards financial products and services of the
company is a step in their continual mission of making all round
improvements as a means of progress.
I am sure the bank has a very bright future to look forward to and will
be a trailblazer in its own right.