CHAPTER – 1

INTRODUCTION TO THE INDUSTRY

1
I am working as a intern in a small scale manufacturing firm. This firm comes under the small scale
industries which are categorized by the Micro, Small & Medium Enterprises Development Act, 2006. The
act categorizes totally different scale of industries on the idea of investment in plant & machinery just in
case} of producing industries and on the idea of investment in instrumentation in case of service sector
industries. producing enterprises throughout that investment in plant & machineries does not exceed Rs.
25.00 lakhs and repair sector industries throughout that investment in instrumentality does not exceed Rs.
10.00 lakhs are termed as tiny scale enterprises.(New Horizon india, 2017)

1.1 Importance of Small Scale Industries:

SSIs are the backbone of the world economy and this is the main reason why even governments are
providing various financial benefits for encouraging more and more MSMEs to flourish. •Enlargement and
development of small-scale industries will go an extended approach in securing wider distribution of
economic activities within the country (money matters, 2012). Existence of small-scale industries is must as:

• Partner in nation building: Education, good health, etc. are most significant for a country to
flourish exponentially. As SSIs give varied job opportunities to numerous categories of
individuals, they're not solely paying them their salaries however conjointly sanctioning them to
enhance their life-style, causing their kids to colleges to realize education UN agency can become
partners within the nation building in time to come back and providing them with smart and
healthful food.
• Customized Products: rather than generic product already gift within the market, you would like
to supply some style of custom-built product to your customers, then little players will come back
to your rescue. (Shiya, 2015)
• Employment to native people: MNCs and massive corporates sometimes recruit extremely
effective and expert personnel from everywhere the world as they require to realize bigger
numbers but, SSIs recruit extra and extra native people as they have to create relations instead of
merely generating numbers. If the relations are sensible, the worker remains loyal to the
corporate and treats the company’s property, company’ profits & losses as his own. using native
people instils confidence among the employees that ultimately can increase their productivity
inside the semi-permanent.(Reddy, 2011)
• Creation of jobs: within the era wherever larger corporates and MNCs are moving additional and
additional towards automation and mechanization, SSIs that still cannot afford such high-end
technologies, look for to recruit additional and additional folks into their labour intensive

2
 • industries. Now the days companies decrease their employees due to increased level of
automation and robots replacing humans.Whereas, even nowadays myriads of SSIs are labour
intensive and supply earning to several expert, semi-skilled & unskilled employees.
• Discipline into the industry: these days there has been inflated trend of massive corporates taking
care of their customers. Some huge players have even setup altogether completely different
department only for the client care. Even conglomerates ar aware that if they begin ignoring
customers and just specialize in maximizing profits, then those customers can ultimately shift to
smaller players.Due to existence of smaller players into the market, larger corporations conduct
their businesses with needed discipline. (joshi, 2011)
• Small-scale industries will give employment opportunities to an oversized section of individuals
who don't have any dependable supply of financial gain.The downside of state is incredibly acute
within the country currently a-days, particularly among educated youths, and it's seriously
participating the eye of the governments each at the Centre and within the States
• Development of small-scale industries will give some way out of this distressing scenario created
by widespread state. Production of tiny articles of everyday use with the assistance of tiny
machines can provide employment opportunities to several folks with restricted capital resources.
• These industries have immense and unlimited scope in Bharat. The tiny industries play an
important half in our economic life and square measure destined to require a bigger share in our
financial system within the years to come back. (Kumar, 2011)

1.2 Various Types of small-scale industries:

There are several sorts of small-scale industries in Bharat. The manufacture of footwear, glassware, cutlery,
match, pottery, metal business, etc. is some of the typical small-scale industries. There is demand for such
goods both in the urban and rural areas.(gyan, 2016)

1.3 Problems and difficulties:

They small-scale industries is facing several problems. They must be resolved if we wish them to prosper
and create their due contribution to the economic progress of the country. It has to be recognized that they
lack many things, which make for efficiency in production. They are poorly equipped, they lack sufficient
funds, raw materials, and marketing facilities needed for expansion and development of this type of industry.
(Singhal, 2013)

• Non-availability of electrical provide outside the geographical area is additionally effectively

retarding the expansion and progress of our little industries.

3
 • Another problem is in relation to promoting facilities. It is desired that the govt should
organize promoting facilities for the product of small-scale industries.
 There is not any reason to believe that the small-scale industries cannot survive within the
face of keen competition with massive industries .because In many cases, large-scale
industries and small scale industries are of a complementary character. Some very little
industries end up semi-finished product, those are finished by large industries. They
additionally manufacture machinery elements and therefore provide a number of the
indispensable desires of huge industries. (Malhotra , 2014)

1.4 BHULLAR GEARS & MECH. WORKS

This firm is small scale manufacturing firm and is established in 1999 by Mukhtiar Singh Bhullar in the
field of manufacturing and repairing the gears and related machinery parts.

MANAGEMENT:Mukhtiar Singh is the owner and manager in the firm & takes care of every activity of
the firm.

MARKETING:

The firm has domestic customers from Delhi , Mumbai, Jammu and Kashmir, Punjab and Haryana .

TURNOVER:

Turnover of the firm is 10-11 lakh p.a.

SERVICES

Firm is working in two areas, first is manufacturing and second is repairing of products.

Manufacturing:
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  All type of industrial gear cutting
 Lath work
 Shaper work
 Slotting work

Services:

 Reduction gear box repairs repair of gears

 And all type job work

1.5 MISSION

To develop as strong and self-sustaining credit enterprise and to play a big role in the development of
business sector, the firm will provide the highest quality end products to customers, while striving to make
them the leaders in their respective industries.

1.6 VISION

To become a strong competitor in manufacturing industries

1.7 Firm Information:

BHULLAR GEAR & MECH. WORKS

Rajpura branch

Address:

Near Dashmesh Dharam Kanda , Kalka road ,On Rajpura-Patiala highway, NH 64, Rajpura, Punjab 140401

Firm manager: Mukhtiar Singh

Contact: 9814053911

1.8 Type of internship, job required, stipend or incentive offered, business generated

TYPE OF INTERNSHIP:

I worked as assistant accountant in this firm under the guidance of Mukhtiar Singh.

JOB REQUIRED:

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I was supposed to record all the transactions of business and i maintained the day book and also made bills
to the customers.

STIPEND OFFERED:

Not applicable.

BUSINESS GENERATED TILL NOW

Made bills & maintained day wise record register and prepare ledger.

6
1.9 DIARY OF INTERNSHIP TASKS

Date of start of Internship – 1st, January, 2018.

Week 1 (1– 6 January)

1st January: officially met everyone on work place and Just took an overview of the work.

2nd January: Gain little bit knowledge about work done. Made me to observe the work of accountant only.

3rd January: taught me how to record transactions manually and I record three transactions in daily
record book first time.

4th January: I learned how to deal with customers and record their order. And also how to handle their
queries.

5th January: Record four transactions of repair work in daily book.

6th January: record 3 transactions .Make two bills & Prepare ledger for this week manually in book.

Week 2(8-13 January)

8th January: met with workers and take little bit knowledge of machinery used there and learn how to
operate that, because no accountant work is there on this day.

9th January: record three transactions and handle walk-in customers .

10th January: record four transactions only in whole day .

11th January: observe how to fill electricity bill online of the firm and record one transaction in day book.

12th January: field work .went Mohali with the owner to bring their semi-finished material.

13th January: record eight transactions and make one bill and prepare ledger for this week.

Week 3(15-20 January)

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15th January: maintain daily record book with recording 2 transaction of repair work.

16th January: record 4 transactions and receive cheque payment from one debtor.

17th January: field work .went to Rajpura to small firm for collecting our material which was given to
them for some work.

18th January: record one transaction and observe the work done by labour .

19th January: took knowledge about the products of the firm and their GST rate along with maintaining
record book.

20th January: prepare ledger from the daily book for this week.

Week 4(22-27 January)

22nd January: record transactions in record book and make calculations of payments.

23rd January: maintain record book and contact to customers through emails for informing them that their
order is ready.

24th January: maintains record book with recording four transaction of repair work.

25th January: record 9 transactions and handle 2 customers and make payments for the petty
expenditures.

26th January:REPUBLIC DAY’s holiday

27th January: prepare ledger from daily record book for this week.

Week 5(29th jan-3rd February)

29th January: record five transactions in day book. Make one bil .

30th January: field work .went to local customers to collect payments with superior.

31st January: prepare ledger of this month and make calculations of every account of ledger.

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1stFebruary: record two transactions of selling one product and make one bill.

2ndFebruary: prepare my internship report as their no work for me on this day.

3rdFebruary: just make two bills on this day.

Week6(5-10 February)

5th February : record three transactions and handle one customer.

6th February : No accounts work was there for me . I prepare my questionnaire for the internship report
with the help of my superior.

7th February : observe the work of account as I was not provided any work.

8th February : maintain record book.

9th February : prepare payrolls of the workers.

10th February : prepare ledger of this week and record two transactions.

Week7(12-17February)

12th February : maintain daily record book.

13th February : record one transaction in whole day and spend some time in my internship report

14thFebruary : Field work .went Mohali with owner to bring our material was given for some work

15th February : fill electricity bill of the firm online under the supervision of accountant.

16th February : record three transactions and handle five customers on telephone.

17th February : prepare ledger of this week and make one bill.

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 Week 8 (19-24 February)

19th February : record two transactions and make three bills to customers.

20th February :Collect two cheque payments from customers.

21st February: maintain day book and make calculations of accounts also.

22nd February : Field work. Went Ludhiana to buy raw material with owner.

23rd February: Record twelve transactions in day book.

24thFebruary : prepare ledger for this week.

Week 9 (26 February-3 march)

26th February : handle two walk-in customers and make one cheque payment.

27th February : Record six transactions, five of repair work and one of sale.

28th February : Calculations of payments and receipts is done by me under the guidance of superior.

1st march: maintain record book and work done given by superior.

2nd march: HOLI’s holiday

3rd march: prepare ledger as well as this week and re check the last month’s ledger.

Week10 (5_ 10 march)

5th march: observes the work of labour as there was no work allotted to me.

6th march: make three bills and maintain accounts of customers.

7th march:record two transactions in record book.

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8th march:maintains record book.

9th march:prepare payrolls of workers.

10th march:prepare ledger of this week from day book.

Week 11 (12 -17march)

12th march: record three transactions and make one bill.

13th march: record nine transactions and make one bill.

14th march: maintain petty cash book by recording all petty transactions.

15th march: pay electricity bill through cheque of the firm.

16th march: record transactions and make cheque payments .

17th march: prepare ledger of this week . and make one bill.

Week 12 (19 – 24 march)

19th march: make cheque payments to the suppliers.

20th march: record transactions and handle customers.

21st march: make two bills and maintain day book.

22nd march: field work .went to Mohali with owner to bring our semi-finished material.

23rd march: make two bills and collect cheque payments from customers.

24th march: prepare ledger of this week from day book.

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1.10 EXPERIENCE OBTAINED:

I did my internship at Bhullar Gears & Mech. Works, Rajpura for 4 months from 1st Jan. 2018 to 30th April
2018. I was an assistant accountant intern here. My experience as an intern covered areas within accounts.
My goal of the internship in accounts department was to apply knowledge acquires in the classroom to the
real world situations, as well as gain skills.

Overall it was a good experience on going to the firm on the first day and getting familiarize to the corporate
world for the first time. Week one was overall an introductory week where I was taught various things that
were going to help me during my internship. Learned new things like how to handle customers .i learned
how to pay bills online.

I came to know that how is actually work done in account office , as I was doing very less work because in
which firm I was working is a very small scale firm so their accounts work is also very less. I make ledger at
the end of every week. I learned communication skills because I went on field work and met different people
for business purposes. I little bit learn about mechanical work along with the accountancy as I learn how to
operate machines there in my free time. My overall experience was good as I learn so many things.

Moreover, I had conducted survey on my topic ‘COMPARATIVE STUDY OF CUSTOMER

SATISFACTION IN PUBLIC AND PRIVATE SECTOR BANKS IN RAJPURA CITY (BANK OF
BARODA AND INDUSIND BANK) it was a unique experience. I was able to get practical knowledge.
Surveys were mainly conducted to gather information about the opinions of the customers. Through these
surveys conducted, I got to polish my analytical skills, communication skills.

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 CHAPTER – 2

INTRODUCTION TO THE PROJECT TOPIC

COMPARATIVE STUDY ON CUSTOMER SATISFACTION IN PUBLIC AND

PRIVATE SECTOR BANKS IN RAJPURA CITY (BANK OF BARODA AND
INDUSIND BANK)

2.1 INTRODUCTION
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The commercial banks in India comprise of both Public sector as well as private sector banks. There are total
21 Public sector and 21 private sector banks are functioning in the country presently. In today’s competitive
environment relationship marketing is critical to banking corporate success. Banking is a client bound
services business and Indian banks have started realising that business depends on client service and also the
satisfaction of the client . This is compelling them to improve customer service and build relationships with
customers. (Ramana , 2011)

Commercial Banks in Bharat are categorised into five different groups according to their ownership and/or
nature of operation:

 State Bank of India and its Associates

 Nationalised Banks
 Private Sector Banks
 Foreign Banks
 Regional Rural Banks.(www.rbi.org.in)

But in this study we will focus only on public and private banks.

2.2 What is customer Satisfaction?

It is a business term, is a measure of how products and services supplied by a company meet or surpass
customer expectation. It is seen as a key performance indicator within business. In a competitive
marketplace wherever businesses contend for patrons, client satisfaction is seen as a key somebody and
progressively has become a key component of business strategy.

The word "satisfied" itself had sort of numerous meanings, which can be split into the broad themes of
contentment/happiness, relief, achieving aims and happy with outcome and so the incontrovertible".(MS.
Pallvi Gupta, Aug 2013)

2.3Why customer satisfaction?

Deregulation, liberalization and globalization have produced intense competition in banking industry
resulting into declining margins in traditional businesses, increased cost pressures and greater risks. Market
positioning, cost of intermediation and service delivery are likely to be determinants of the efficiency of
banks with respect to their competitiveness.(Kapadia, 2012) In the changed environment creating new
customers and retaining the existing ones have become difficult tasks for banks. To meet the competition,
creating satisfaction of customers has become primary objective of each bank .Firstly the concept of

14
customer satisfaction was only limited to books and journals. Since economic reform banking has undergone
drastic changes, facing intense competition in the market. With the entry of recent generation tech-savvy
non-public banks and therefore the growth of operations of foreign banks, the banking sector has become too
competitive to ignore client satisfaction.

Today's customer is not going to settle on anything less than his/her expectations.(Malik, 2012) Therefore, it
is evident that banks must aware themselves about what customer wants and what not. Customer service is
one integral part of any facet of banking and it defines future of any banking organization. In banking sector,
the whole range of activity and generation of income swivels around the customer. From a very comfortable
and peaceful environment, now the Indian banking sector is characterized by stiff competition for the
customer satisfaction and profit war between different banking groups i.e. ( Private Bank vs. Nationalized
Bank ).

Public and private bank sector includes following banks in India

Public-Sector Banks

 Allahabad Bank
 Andhra Bank
 Bank of Baroda
 Bank of India
 Bank of Maharashtra
 Canara Bank
 Central Bank of India
 Corporation Bank
 Dena Bank
 Indian Bank
 Indian Overseas Bank
 IDBI Bank
 Oriental Bank of Commerce
 Punjab and Sind Bank
 Punjab National Bank
 State Bank of India
 Syndicate Bank
 UCO Bank
 Union Bank of India

15
  United Bank of India
 Vijaya Bank

Private-Sector Banks

 Axis Bank
 Bandhan Bank
 Catholic Syrian Bank
 City Union Bank
 DCB Bank
 Dhanlaxmi Bank
 Federal Bank
 HDFC Bank
 ICICI Bank
 IndusInd Bank
 IDFC Bank
 Jammu and Kashmir Bank
 Karnataka Bank
 Karur Vysya Bank
 Kotak Mahindra Bank
 Lakshmi Vilas Bank
 Nainital Bank
 RBL Bank
 South Indian Bank
 Tamilnadu Mercantile Bank Limited
 YES Bank
(www.rbi.org.in)

For this study the focusing region is Rajpura, Punjab. And there in Rajpura following banks are
providing their facilities. For the comparison I choose Indusind bank from private sector and Bank
of Baroda from public sector.

 Allahabad Bank
 Andhra Bank
 Axis Bank

16
  Bank Of Baroda (BOB)
 Bank of Maharashtra
 Canara Bank
 Central Bank Of India
 Corporation Bank
 HDFC Bank
 IDBI Bank Ltd
 Indian Overseas Bank (IOB)
 Indusind Bank Ltd (IBL
 Oriental Bank of Commerce
 Punjab and Sind Bank (PSB
 Punjab National Bank (PNB)
 State Bank of India (SBI
 UCO Bank
 Union Bank of India
 Vijaya Bank
 Yes bank
(http://www.discoveredindia.com/punjab/banks/city-rajpura)

For the comparison I choose Indusind bank from private sector and Bank of Baroda from public
sector.

2.4 BANK OF BARODA

• Type : Public
• Traded as : BSE: 532134

NSE: BANKBARODA

CNX Nifty Constituent

• Industry: Banking, Financial services

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• Founded: 20 July 1908; 109 years ago
• Founder: Maharaja H. H. Sir Sayajirao Gaekwad
• Headquarters: Vadodara, Gujarat, India
• Number of locations : 5481 branch banks (2017)
• Area served : Worldwide
• Key people : Ravi Venkatesan (Chairman)

P. S. Jayakumar (Managing Director & CEO

Bharat Dangar (Director)

• Products :Consumer banking

Corporate banking

Credit cards

Finance and insurance

Investment banking

Mortgage loans

Private banking

Private equity

Wealth management

• Revenue : Decrease ₹42,199.92 crore (US$6.5 billion) (2017)

• Operating income : Increase ₹10,975.07 crore (US$1.7 billion) (2017)
• Net income: Increase ₹1,383.14 crore (US$210 million) (2017)
• Total assets: Increase ₹694,875.42 crore (US$110 billion) (2017)
• Owner : Government of India
• Number of employees : Increase 52,420 (2017)
• Capital ratio: 13.17% (2016)[1]
• Website www.bankofbaroda.com

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2.5 INDUSIND BANK

• Type: private
• Traded as : NSE: INDUSINDBK
BSE: 532187
CNX Nifty Constituent
• Industry: Banking Financial services
• Founder: S. P. Hinduja
• Founded : 17 April ,1994
• Headquarters : Mumbai, Maharashtra, India.
• Key people : R.Seshasayee (Chairman)

Romesh Sobti (MD & CEO)

• Products: Credit cards

Consumer banking,

Corporate banking

Finance and Insurance

Mortgage loans

Private banking

Wealth management,

Investment banking

• Revenue : Increase₹18,577.16 crore (US$2.8 billion) (2017)

• Operating income : Increase ₹5,451.01 crore (US$830 million) (2017)
• Net income : Increase ₹2,867.89 crore (US$440 million) (2017)
• Total assets: Increase₹178,648.41 crore (US$27 billion) (2017)
• Owner : Hinduja Group
• Number of employees : 25,314 (2017)
• Capital ratio 15.31%
• Website www.indusind.com
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2.6 SERVICES PROVIDED BY THE BANKS:

A bank’s job is to provide customers with financial services that help people better manage their lives. As
technology advances and competition increases, banks are offering different types of services to stay current
and attract customers.

Whether you're opening your 1st checking account or have managed a bank account for years, it helps to
grasp the various kinds of banking services obtainable. This ensures you get the most out of your current
financial institution. Deciding which services are most important can lead you to the bank that best fits your
needs.

Different Types of Services

Individual Banking—Banks typically offer a variety of services to assist individuals in managing their
finances, including:

 Checking accounts
 Savings accounts
 Debit & credit cards
 Insurance
 Wealth management

Business Banking—Most banks supply monetary services for business house owners who ought to
differentiate skilled and private finances. Different types of business banking services include:

 Business loans
 Checking accounts
 Savings accounts
 Debit and credit cards
 Merchant services (credit card process, reconciliation and covering and check collection)
 Cash management (payroll services and deposit services, etc.)

Digital Banking—The ability to manage your finances online from your pc, tablet, or smartphone is
changing into additional and additional vital to consumers. Banks will typically offer digital banking
services that include:

20
  Online, mobile, and tablet banking
 Mobile check deposit
 Text alerts
 E Statements
 Online bill pay

Loans—Loans are a common banking service offered, and they come in all shapes and sizes. Some
common types of loans that banks provide include:

 Personal loans
 Home equity loans
 Home equity lines of credit
 Home loans
 Business loans
(https://localfirstbank.com)

2.7 SIGNIFICANCE OF STUDY:

With the phenomenal increase in the country's population and the increased demand for banking services;
speed, service quality and customer satisfaction are going to be key differentiators for each bank's future
success. Thus, it's imperative for banks to induce useful feedback on their actual response time and
customers. service quality perceptions of retail banking, that in turn will facilitate them take positive steps to
stay up a competitive edge.. (Nagabhushanam, 2014)

2.8 OBJECTIVE OF THE STUDY

 The target of this study is to match the general public sector bank(Bank of Baroda) and private sector
bank(Indusind Bank) in terms of customer satisfaction in Rajpura city
 To find out the parameters on which a customer decides with which bank he wants to be associated
with.

21
 CHAPTER- 3

RESEARCH METHODOLOGY

22
This project work is an attempt of exploratory and descriptive research, based on secondary data published
in Journals, Internet and Articles. As well as Primary Information collected from clients and public by the
way of questionnaires. Data is based on research from 150 people who gave their viewpoint through
questionnaires. The research methods have been designed to fit the main objective sof the study this research
is done between the public sector banks and private sector banks located in Rajpura city.

3.1 RESEARCH DESIGN:

Here, Exploratory Research is used as investigation is mainly concerned with determining the positive and
negative returns in both equity and mutual funds. Exploratory Research is generally carried out by the
following sources of information:-

1. Study of secondary sources

2. Discussion with individuals

3. Data collection

4. Data analysis and data interpretation. (Malik, 2012)

3.2 SAMPLE AND DATA COLLECTION:

The survey will be conducted in the context of banking services. half of the data will be Collected from the
customers coming to the firm and rest will be collected from the public through a questionnaire.

3.3 RESEARCH INSTRUMENTS USED:

Questionnaire is used to collect the qualitative information.

Sampling size: 150 respondents

Sampling unit; I will target working people and students.

Sampling procedure: Random sampling is done.

3.4 SOURCES OF INFORMATION:

The study is based on primary as well as secondary data.

a) Collecting Primary Data

23
Primary data are collected through the responses of the customers through questionnaire which specially
prepared for this study. The questionnaire contained questions regarding the general and socio-economic
characteristics of the respondents such as age, educational qualification, etc. and also about their reason for
choosing their bank. A sample size of 100 respondents is taken for detailed study because it is not possible to
cover the whole universe consisting of all the customers. Among these 150 respondents some respondents
were selected from public and another respondents were selected from clients of the firm in which I was
working Primary data also included information collected by personal interaction with people.

b) Secondary Source

This data is collected by someone else for the purpose of solving the problem being investigates. It includes
various newspapers, magazines, internet etc.

3.5 SCOPE OF STUDY:

 The study covers the introduction of banking industry.

 The study includes the comparison between public and private banks on the basis of their service
quality.

3.6 APPLICATION OF STUDY:

 The study helps the investor to compare services of public and private sector banks.
 The reader can have thorough knowledge about banking industry and bank services..
 One can easily choose the best option for investment.

3.7 STATISTICAL TECHNIQUES:

The collected data were scrutinized. The scrutinized data were analysed and meaningful conclusion were
arrived by constructing tables and by using statistical techniques like percentage ,pie chart, column chart
and bar chart . Simple table were constructed for analysing the general information of the sample. Two-Way
table were constructed for the comparative analysis and to know the relationship between two factors.
(MS.Pallvi Gupta, 2013 Aug.)

24
 CHAPTER -4

LITERATURE REVIEW

25
Dr. Malik G.( Jan. –March 2012), in their study titled, “A COMPARATIVE STUDY ON THE
CUSTOMER SATISFACTION AND SERVICE QUALITY AMONG THE PUBLIC AND PRIVATE
BANKS IN INDIA” observed that Private sector banks are ahead than the public sector banks in every
aspect like customer satisfaction, good staff, better technology, and awareness in customers about banking
facilities. And public sectors banks has need to improve a lot in these areas like staff training , technology,
better schemes etc.

GUPTA P., MISHRA C. M. and RAHMAN T.(August 2013) conducted a study,” A COMPARATIVE
STUDY ON CUSTOMER SATISFACTION IN INDIAN PUBLIC SECTOR AND PRIVATE SECTOR
BANKS (WITH SPECIAL REFERENCE TO DELHI AND NCR REGION), regarding the parameters on
which a customer decides that which bank will be good for investment . And this study also focuses on the
satisfaction level of banks on services provided by them. Author finds that the personal sector Banks are
triple-crown in achieving a satisfying relationship with customers but public sector banks got to improve lots
during this space.Also pvt. Bank’s employees are more keen to satisfy their customers than public bank’s
employees.

Nautiyal G. and Tanushree(2015), in their study titled,” A COMPARATIVE STUDY OF CUSTOMER

SATISFACTION IN PUBLIC AND PRIVATE SECTOR BANKS USING SERVQUAL MODEL”, had
attempted to understand impact of service quality on customer satisfaction in public as well as private sector
banks as well as to determine if there is a difference in customer satisfaction between the two sectors. They
found that Public bank managers should work on, how employees dress, promotional schemes offered by the
bank and the use of technologically up-to-date equipment by the bank are given due attention. And in private
Banks employees should be trained in their functional areas. And SBI is also not good in complaint redressal
area.

DR. SNEHALKUMAR H MISTRY (July 2013), in their thesis, worked on,” MEASURING CUSTOMER
SATISFACTION IN BANKING SECTOR: WITH SPECIAL REFERENCE TO BANKS OF SURAT
CITY”, is to identify the factors affecting customer satisfaction in Banks and analyse their effects on the
level of customer satisfaction through SERVQUQL model. Through this study it was found that the pvt.
banks are succeeding but still both pvt. & public banks should focus on the personalised services given by
them to customers by train their employees.

Gupta V. P. and Aggarwal P.K. (June 2013), conducted a study titled,” COMPARATIVE STUDY
CUSTOMER SATISFACTION IN PUBLIC AND PRIVATE SECTOR BANKS IN INDIA (A CASE
STUDY OF MEERUT REGION OF U.P.), To determine the perceptions of customers regarding the service
quality in banks and compare their perceptions in public and private banks. The study revealed that the
26
private banks are exceeding the perceptions of their customers on all dimensions of service quality than the
public bank. And bank managers should take such decisions to improve their services quality.

GILL H. S. & ARORA S.(6, December 2013) , conducted the “Study of Customer Satisfaction: A
Comparison of Public and Private Banks” is to get an insight view of factors affecting customer's satisfaction
level through of a pre-tested, well-structured questionnaire they found that Public banks compare to private
banks have more customer faith in their style of banking. Private Banks on the other hand satisfies customers
by giving better technology and more options of investments.

Kapadia K., in their study titled,”A COMPARATIVE STUDY OF CUSTOMER SATISFACTION

TOWARDS BANKING SERVICES PROVIDED BY PUBLIC SECTOR BANKS AND PRIVATE
SECTOR BANKS IN SOUTH MUMBAI” tried To analyse the satisfaction level of customers with respect
to various services provided by banks.& To compare the public sector banks and private sector banks in
terms of customer satisfaction and service quality. And they found that Customers of private banks are more
satisfied than the public banks because pvt. Banks provides more services and provides in better manner than
the public banks.

Dr. Jyoti Agarwal (1 January 2012), a research article titled ,”CUSTOMER SATISFACTION IN
INDIAN BANKING SERVICES (A STUDY IN ALIGARH DISTRICT)” this article is comparative article
between the SBI & ICICI bank related to service quality level. And the study showed that Public sector
banks like SBI fall much below the perceptions of their customers on all dimensions of service quality.
Private Banks like ICICI bank are extraordinary the perceptions of their customers on all dimensions of
service quality

M.E. Doddaraju (2013), in their study titled,”A Study on Customer Satisfaction towards Public and Private
Sector Banking Services (with Special Reference to Anantapur District of Andhra Pradesh)”, tried to know
within which service quality dimension the bank is playing well and within which dimension it wants
improvement. What they found is that the Satisfaction level with regard to the PSU courtesy shown by bank
staff at the counter is very lowTherefore, the banks ought to pay special attention to “Human Resource
Development” by giving timely coaching to the staff to conduct themselves higher. & PSU are lacking in
these skills so different ways to attract customers must be done like advertisement, workshops, and sales
promotion activities.

Krupa B. Bhatt.(20/01/2012), in her study titled ,”A Comparative Study of SBI and ICICI Banking
Services with Special Reference to Customers’ Preferences of Gujarat State” focused on to understand that
how far the customers of SBI and ICICI are satisfied with the services provided by their bank. In this study,

27
after considering all the essential services the customers have opined the overall satisfaction level also, SBI
customers are satisfied mostly but ICICI customer are appreciably satisfied with their bank. There is a
considerable difference in their satisfaction level.

Dr. N. Kumar & Dr. V.K.Gangal (4, Oct. 2011), studied the case ,”CUSTOMER SATISFACTION IN
NEW GENERATION BANKS (A CASE STUDY OF HDFC BANK)”, to know the certain parameters of
customer satisfaction on their perceptions. Case study showed the most important categories (Managing
Account and Handing the Enquiries) bank performance is miserable and has totally failed to come true on
the expectations of customers. Regarding the quality of staff, the bank is in good position and something to
cheer. the customers feel satisfy and also praised the efforts of bank staff but The bank is failed to maintain
the privacy of transactions which is utmost requirement of bank.

Puja Khatri & yukti Ahuja, in their study titled,”COMPARATIVE STUDY OF CUSTOMER
SATISFACTION IN INDIAN PUBLIC SECTOR AND PRIVATE SECTOR BANKS”, tried to explore the
dimensions of customer perceived service quality in the context of the Indian retail banking industry. Study
revealed that Private Banks seem to have satisfied its customers with good services and they have been
successful in retaining its customers by providing better facilities than Public sector Banks. But, still Private
Banks need to go a long way to become customer’s first preference. Public sector banks enjoy the trust of
the customers, which they have been leveraging to stay in the race however they need to improve their
service quality by improving their physical facility, infrastructure and giving proper soft skill trainings to
their employees. The efforts have to be made in the direction of enhancing.

Dr. M. Nagabhushanam, conducted a study on customer service quality in banks in India, to find out the
gap between the customer’s expectations related to services and in actual what are they getting from banks.
The conclusion is Public sector banks always known for the trust they have developed between the
customers and there are advisable to associate more with the updated technology. Foreign banks keep
themselves ahead in all told the aspects, concentrating on service quality.

D.V. H. V. Reddy and Dr. D.V. Ramana, held a study titled ,”A STUDY ON CUSTOMER
SATISFACTION WITH SERVICE OF BANKS,”To assess the performance of the banks based on customer
satisfaction, service quality, and other related factors & To identify the key factors which influence the
performance other than customer satisfaction and service quality. The results give a detailed picture about
the performance with respect to each factor, which means that along with customer satisfaction and service
quality, attitude of the bank employee in serving the customers, care and concern, physical facilities
available in the bank and promptness in attending the customer needs. Results show that the nationalized
banks have received almost equal satisfactory response when compared with the private and public sector
banks.

28
Gauba, Ritika (02-7-2016), held a study named,”Customer satisfaction in the banking sector a comparative
study of SBI and HDFC”, mainly focused on services of 2 leading banks. What result showed is Non
cooperative employee attitude and mismanaged online banking/ ATMs were the front runner causes of
customer dissatisfaction in SBI. Frequently propellent bank employees with incomplete product information
and poor follow-ups on complaints has LED to discontent among HDFC customers. Absence of any proper
grievance redressal mechanism is a cause of concern for the customers of both the banks.

Surabhi Singh & Renu arora (02 oct 2017), tried a study named ,’ A Comparative Study of Banking
Services and client Satisfaction publicly, non-public and Foreign Banks”, to grasp the customers’ perception
of quality of services, each group action primarily based and IT enabled in terms of its constituent factors
publicly sector, non-public sector and foreign banks.The study shows that the customers of nationalized
banks weren’t glad with the employee behaviour and infrastructure, while respondents of private and foreign
banks were not satisfied with high charges, accessibility and communication.

Mary Sujatha S (21/01/2014) , in the study titled,”A comparative study on the customer satisfaction in
private sector and public sector banks with reference to Chennai city,” tried to find out the weak points of
banks ,which are the use of internet and mobile banking has become a vital one. It is necessary that the
banks, both public sector and private sector, must create greater awareness among their customers for the use
of funds transfer technology for easy transfer of funds and how payments via internet is made very easy and
convenient. Banks focus should be on query handling and employees training more.

Vimi Jham & Kaleem Mohd Khan (March, 2008 ) , in their study ,”Customer Satisfaction in the Indian
Banking Sector” , aimed at identifying customer satisfaction variables which lead to relationship building,
and developing a conceptual framework of relationship marketing practices in Indian banks and Study shows
that the private banks have been able to attract the younger customers with higher educational levels, who
are comfortable with multi-channel banking, the customers of the national bank are older and more satisfied
with the traditional facilities.

Aayushi Gupta, Santosh Dev (2012), in the study ,”Client satisfaction in Indian banks: an empirical study”,
tried to identify the satisfaction level by 28 items questionnaire and analysis of questionnaire suggests that
there are five factors driving customer satisfaction: “service quality”, “ambience/hygiene”, “client
participation/involvement”, “accessibility” and “financial”. Subsequent multiple correlation analysis
disclosed that “service quality”, “ambience and hygiene”, and “client participation and involvement” in this
order are the most important factors impacting customer satisfaction.

29
 CHAPTER -5

DATA ANALYSIS & INTERPRETATION

30
5.1 DEMOGRAPHICAL DATA

The demographic profile of the any region customer can help banks to create their Marketing strategy. Let us
have look at demographic profile of people residing in Rajpura city.

Gender NO. OF RESPONDENTS Percentage (%)

male 117 78
female 33 22
150 100
Table 1 (gender of the respondents)

Gender

33

male

female

117

Figure 1 (gender of the respondents)

INTERPRETATION:

The above table and figure shows the no. of male and female respondents’ responses about customer
satisfaction level in the bank of Baroda and Indusind bank. Out of the 150 respondents, males are 117 and
females are 33 who gave information about their experience of banking services.

31
 AGE NO. OF RESPONDENTS PERCENTAGE (%)
18-25 years 7 4.7
26-30 years 22 14.7
31-40 years 31 20.7
41-50 years 72 48.0
51-60 years 18 12.0
Above 60 years 0 0.0
150 100.0
Table 2 (Age of Respondents)

Age of respondents
18 7
22

18-25 years
26-30 years
31-40 years
41-50 years
51-60 years
Above 60 years

31

72

Figure2 (age of respondents)

INTERPRETATION:

The above table and figure shows the age of respondents in the different age groups. In the 18-25 years age
group there are 7 respondents, in 26-30 years group 22 respondents, in 31-40 years group 31 respondents, in
41-50 years group 72 respondents, and in 51-60 age group 18 respondents are there. It shows that there are
more no. of matured respondents who are able to judge the performance of bank in better way. In first age
group in which most of the students are covered is very less , reason may be youngsters prefer online
banking than the branch banking or physical banking.

32
 QUALIFICATION NO. OF RESPONDENTS PERCEMTAGE (%)
Illiterate 0 0
High school 93 62
Degree 37 24.7
Master’s degree 7 4.7
Others (specify) 13 8.7

150 100

Table 3 (qualification of respondents)

Qualification
13
7

37

Illiterate
High school
Degree
Master’s degree
Others (specify)

93

Figure 3 (qualification of respondents)

INTERPRETATION:

Above figure shows the qualification of the respondents. There are higher no of high school respondents
with 93 and then followed by graduation with 37 and there is no illiterate respondent. This shows that
respondents are literate enough and must have analytical skills to analyse the banking services.

33
 MARITAL STATUS NO. OF RESPONDENTS PERCENTAGE (%)

Married 113 75.3

Unmarried 28 18.7
Widowed 9 6
Divorced 0 0
total 150 100
Table 4 (marital status of the respondents)

NO. OF RESPONDENTS
9
28

Married
Unmarried
Widowed
Divorced

113

Figure 4 (marital status of the respondents)

INTERPRETATION:

Above table and figure shows the marital status of the respondents. In which 75.3 % respondents are
married, 18.7 % are single and 6 %are widowed. More no are of married respondents in this survey.

34
 PROFESSION NO. OF RESPONDENTS PERCENTAGE (%)
Govt. employee 45 30
Private employee 17 11.3
Business 71 47.3
Student 4 2.7
House wife 13 8.7
Self employed 0 0
Others (specify) 0 0
150 100
Table 5 (profession of the respondents)

Profession
13
4
45

Govt. employee
Private employee
Business
Student
House wife
Self employed
Others (specify)

17
71

Figure 5 (profession of the respondents)

INTERPRETATION:

As above figure shows that more no. of respondents are businessman by profession (47.3%) and followed by
govt. employees (30%) and private employees (11.3%). And house wife and students are in very less no.

35
 5.2 QUESTIONS ASKED FROM THE CUSTOMERS

Do you think that your bank caters all your banking needs?
Percentage
NO. of respondents
(%)
Indusind
Bank of Baroda Indusind bank BOB
bank
Yes 70 74 93.33 98.67
No 5 1 6.67 1.33
75 75 100 100
Table 6 (Do you think that your bank caters all your banking needs?)

Do you think that your bank caters all your

banking needs ?

Indusind bank
No
Yes
Bank of Baroda
74

0
10
20
30 70
40
50
60
70
80

Figure 6 (Do you think that your bank caters all your banking needs?)

INTERPRETATION:

The above table and figure shows the satisfaction level of the customers on the basis of services providing
by their bank i.e. Bank of Baroda and Indusind bank . 93.33% customers of Baroda bank are satisfied with
all the services but Indusind banks customers are more satisfied with 98.67 %.. so it feels that the private
bank is ahead than the private bank in providing the satisfactory services.

36
 What kind of Account do you maintain?
No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank

Current account 12 47 16 62.67

Savings account 63 15 84 20
Loan account 0 0 0 0
Demat account 0 0 0 0
Credit account 0 13 0 17.33
75 75 100 100
Table 7 (What kind of Account do you maintain?)

What kind of account do you maintain ?

No. of respondents 13
Indusind Bank No. of respondents Bank of Baroda
Credit account 0

0
Demat account 0

0
Loan account 0

15
Savings account 63

47
Current account 12

Figure 7 (What kind of Account do you maintain?)

INTERPRETATION:
The table shows the type of account maintain by the customers in their banks. Bank of Baroda have more
customers of savings account with 84%, reason may the trust over the bank . and the Indusind bank have
more customers of currents accounts with 62.67% , because private Banks provide more facilities to the
current account holder .

37
 Which of the following facility is given more importance in your bank?

No. of respondents Percentage (%)

Indusind
Bnnk of Baroda Indusind Bank BOB
Bank
Loan facility 49 53 65.33 70.67
O/D facility 0 4 0 5.3
ATM facility 26 18 34.67 24
75 75 100 100
Table 8 (Which of the following facility is given more importance in your bank?)

Which of the following facility is given more

importance in your bank ?

Loan facility
60 49 26 53 O/D facility
50 18 ATM facility
40
30
20
0
10 4
0
Bnnk of Baroda
Indusind Bank

Figure 8 (Which of the following facility is given more importance in your bank?)

INTERPRETATION:

Above table and figure shows that BOB bank is focusing on providing loan and ATM services . Indusind
bank is focus on o/d facility also with 5.3%, loan facility with 70.67% and ATM facility with 24% . it
shows that in these services private bank is ahead than the BOB .

38
 Does your bank have core banking facility for the customers?

No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank
Yes 71 75 94.67
100
No 4 0 5.33
0
75 75 100
100
Table 9 (Does your bank have core banking facility for the customers)

Does your bank have core banking facility for

the customer?
80 75
71
70

60 No. of respondents Bank of

Baroda
50 No. of respondents Indusind
Bank
40

30

20

10
4
0
0
Yes No

Figure 9 (Does your bank have core banking facility for the customers)

INTERPRETATION:
Above table shows the satisfaction on core services of the bank. Customers of Indusind banks are more
satisfied than the BOB’s customers with 100%. And BOB is left behind with 5% . it shows private banks are
on top .

39
 Do they charge unnecessarily for not maintain minimum balance in your account?

No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank
Yes 25 65 34 86.67
No 50 10 66 13.33
75 75 100
100
Table 10 (Do they charge unnecessarily for not maintain minimum balance in your account)

do ther charge unnecessarily for not maintain-

ing minimum balance in your account?
No. of respondents Bank of Baroda No. of respondents Indusind Bank

65

50

25

10

Yes No

Figure 10 (Do they charge unnecessarily for not maintain minimum balance in your account)

INTERPRETATION;

Above tables shows the customers who are not happy with the unnecessarily charges of the banks for not
maintain minimum balance in the account. Customers of Indusind bank are less happy with this because of
penalty of not maintain minimum balance is more in this bank than the BOB. Here BOB is ahead with their
happy customers with 86% and Indusind bank’s with 13%

40
 What do you feel about overall service quality of your bank?
No. of respondents Percentage (%)
Indusind
Bank of Baroda Indusind Bank BOB
Bank
Poor 0 0 0 0
Average 53 2 70.7 2.7
Good 9 18 12 24
Very good 10 34 13.3 45.3
Excellent 3 21 4 28
75 75 100 100
Table 11(What do you feel about overall service quality of your bank)

what do you feel about overall service quality

of your bank?
No. of respondents Bank of Baroda No. of respondents Indusind Bank

53

34

21
18

9 10

2 3
0 0
Poor Average Good Very good Excellent

Figure 11(What do you feel about overall service quality of your bank)

INTERPRETATION:

Above table shows the overall ratings of service quality of banks. BOB gets 53 votes for average ,9 for good,
10 for very good and 3 for excellent quality. On the other hand with leading Indusind bank got 18 for good,
34 for very good and 21 foe excellent service quality.

41
 Would you recommend this bank to your friends, relatives, associates?

NO. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB Bank

Yes 70 72 93.3 96

No 5 3 6.7 4

75 75 100 100
Table12 (Would you recommend this bank to your friends, relatives, associates)

would you recomment this bank to your

friends, relativrs, associates?
Yes No

70 72

5 3

Bank of Baroda Indusind Bank

Figure 12 (Would you recommend this bank to your friends, relatives, associates)

INTERPRETATION:
The above figure shows that 93.3% of customers are happy with their bank and they would recommend to
others also. And taking lead Indusind Banks’s satisfied customers with 96% recommend their bank to
others .

What do you think of your bank what comes first in your mind?
42
 No. of respondents Percentage (%)
Indusind
Bank of Baroda Indusind Bank BOB
Bank
Personalised
25 31 33.3 41.3333333
services
Wide branch
4 5 5.3 6.66666667
network
Customer services 7 10 9.3 13.3333333
Computerised
5 20 6.7 26.6666667
banking
Core banking 34 9 45.3 12
75 75 100 100
Table 13 (What do you think of your bank what comes first in your mind)

what do you think of your bank what comes

first in your mind?
9
Core banking 34

20
Computerised banking 5 No. of respondents Indusind Bank
No. of respondents Bank of
Baroda
10
Customer services 7

5
Wide branch network 4

31
Personalised services 25

0 5 10 15 20 25 30 35

Figure 13 (What do you think of your bank what comes first in your mind)

INTERPRETATION:
Above table shows that the customers of BOB prefers core banking(45.3%) and followed by personalised
services (33.3%) of bank. On the other side private bank’s customers prefer personalised services first
(41.33%) and computerised banking (26.67%). It shows that private bank has more computerised banking
than the public banks.

43
 The bank overall appearance is neat and orderly:
NO. of respondents Percentage (%)
Indusind
Bank of Baroda Indusind Bank BOB
Bank
Yes 69 75 92 100
No 6 0 8 0
75 75 100 100

Table 14 (The bank overall appearance is neat and orderly)

the bank overall apperence is neat and orderly:

80 75
69
70

60

50 Yes
No
40

30

20

10 6
0
0
Bank of Baroda Indusind Bank

Figure 14 (The bank overall appearance is neat and orderly)

INTERPRETATION:
Above table and figure shows the satisfaction of customers on banks neat and orderliness. And customers of
BOB are 92% satisfied and customers of Indusind bank’s are 1000% satisfied in this . and again Indusind
bank is ahead than BOB.

44
 The bank has sufficient and comfortable sitting arrangement?

NO. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank

Yes 10 73 13.3 97.3

No 65 2 86.7 2.7

75 75 100 100
Table 15 (The bank has sufficient and comfortable sitting arrangement)

the bank has sufficient and comfertable sitting

arrangement?
Yes No
73
65

10
2
Bank of Baroda Indusind Bank

Figure 15 (The bank has sufficient and comfortable sitting arrangement)

INTERPRETATION:
The above table and figure shows the customer’s satisfaction on infrastructure of the banks . tables tells that
Indusind bank’s customers are satisfied with sitting arrangement of the bank with 97.3%.and BOB don’t
have proper siting arrangement according to the customers reviews, bank has just 13.3% satisfied customers
in this.

45
 The bank has sufficient staff customer representative for your needs?

NO. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank

Yes 46 70 61.3 93.3

No 29 5 38.7 6.7

75 75 100 100
Table 16 (The bank has sufficient staff customer representative for your needs)

the bank as sufficient staff customer repre-

sentative for your neends?

5
Indusind Bank No
70
Yes

29
Bank of Baroda
46

0 10 20 30 40 50 60 70

Figure 16 (The bank has sufficient staff customer representative for your needs)

INTERPRETATION:
Above table is showing that the customers are satisfied or not with the no. of customer representative staff of
the bank . out of 100% of BOB’s customers 61.3% are satisfied with no. of bank staff. And 93.3% of
Indusind bank’s customers are satisfied out of 100%.

46
 The bank has convenient working hours and is located at convenient locations to serve you?
NO. of respondents Percentage (%)

Bank of Baroda Indusind Bank BOB INDUSIND Bank

Yes 39 49 52 65.3
No 36 26 48 34.7
75 75 100 100
Table 17 (the bank has convenient working hours and is located at convenient locations to serve)

the bank has convenient working hours and is

located at convenient locations to serve you ?
60
49
50
39
40 36

30 26

20

10

0
Bank of Baroda Indusind Bank

Yes No

Figure 17 (the bank has convenient working hours and is located at convenient locations to serve)

INTERPRETATION:

Above table is about working hours and location of the bank. For BOB out of 75 customers 39 customers are
satisfied and 36 are not satisfied with this. On the other hand Indusind bank out of 75 customers 49 are
satisfied and 48 are not satisfied with the banks location and working hours, mostly with the working hours.

47
How would you describe your views about Customer Service Representative?
Call answering time Flawless
Correct Operation
Understanding and reply in queries correctly
Communication skills
positive approach

No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank
Highly satisfied 0 12 0 16
Satisfied 13 47 17.3 62.7
Neutral 60 15 80 20
Dissatisfied 2 1 2.7 1.3
Highly dissatisfied 0 0 0 0
75 100 75 100
Table 18 (would you describe your views about Customer Service Representative)

how would you describe your views about

customers service representative ?
0
Highly dissatisfied 0

1 No. of respondents Indusind Bank

Dissatisfied 2
No. of respondents Bank of
Baroda
15
Neutral 60

47
Satisfied 13

12
Highly satisfied 0

0 10 20 30 40 50 60

Figure 18 (would you describe your views about Customer Service Representative)

48
INTERPRETATION:
This table shows the acceptance of bank representative with in the customers on the basis of their
communication, their response to customer’s needs, their behaviour etc. according to the above table and
figure. Out of 75 BOB customers 60 feels neutral, 13 feels satisfied and 2 are dissatisfied with the staff. And
out of 5 customers of Indusind bank 47 are satisfied,12 are highly satisfied and 15 are neutral and 1 is not
satisfied with the bank’s staff. But overall private bank is ahead in staff’s performance.

49
 How would you describe your views about Branch Banking?
Behaviour of the staff
Time taken to process the transaction
Working Hours
General assessment about the services provided by the branch

No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank

Highly satisfied 0 29 0 38.7

Satisfied 31 42 41.3 56
Neutral 41 3 54.7 4
Dissatisfied 3 1 4 1.3
Highly dissatisfied 0 0 0 0
75 100 100 75
Table 19 (How would you describe your views about Branch Banking)

how would you describe your views about

branch banking ?
42 41
45
40
35 31
29
30
25 No. of respondents Bnk of Baroda
20 No. of respondents Indusind Bank
15
10 3 3
5 0 1 0 0
0
l
d

ed
d

ed
ra
fie
fie

sfi
ut

sfi
tis
tis

Ne

ati

ati
Sa
sa

ss

iss
ly

Di

d
gh

ly
Hi

gh
Hi

Figure 19 (How would you describe your views about Branch Banking)

INTERPRETATION:

50
Table is about customer’s views about branch banking. According to the survey customers of BOB 31 are
satisfied, 41 are neutral and 3 are dissatisfied, out of 75 respondents with the services of the branch. And in
Indusind bank, out of 75 customers 29 are highly satisfied, 42 are satisfied, 3 are neutral and 1 is dissatisfied
with branch banking system of the bank.

How would you describe your views about ATM Banking Services

51
 ATM network
Distribution
Continuous service
Variety of transactions
Easy of screen use
General assessment about the service.

No. of respondents Percentage (%)

Bank of Baroda Indusind Bank Public Private
Highly satisfied 3 9 4 12
Satisfied 38 43 50.7 57.3
Neutral 34 23 45.3 30.7
Dissatisfied 0 0 0 0
Highly dissatisfied 0 0 0 0
75 75 100 100
Table 20 (views about ATM Banking Services)

how would you describe your views about ATM

banking services?
0
Highly dissatisfied 0

0 No. of respondents Indusind Bank

Dissatisfied 0
No. of respondents Bank of
Baroda
23
Neutral 34

43
Satisfied 38

9
Highly satisfied 3

0 5 10 15 20 25 30 35 40 45

Figure 20 (views about ATM Banking Services)

INTERPRETATION:
52
Above table is about customer’s views about ATM banking of their banks. According to the BOB’s
customer their bank’s ATM services gets 38 satisfied responses, 3 highly satisfied and 34 neutral responses
out 75. On the other hand Indusind banks gets 9 highly satisfied, 43 satisfied and 23 neutral responses. Both
banks does not any dissatisfied response.

How frequently do you use the following banking services per month?
Branch Banking
53
 ATM
Internet Banking
Tele Phone banking
Mobile banking

No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank
Nil times 2 1 2.7 1.3
1-3 times 13 11 17.3 14.7
3-8 times 28 15 37.3 20
8-12 times 22 20 29.3 26.7
Over 12 times 10 28 13.3 37.3
75 75 100 100
Table 21 (frequently use of the banking services per month)

how frequently do you use the banking services

per month?
30 28 28

25
22
20 No. of respondents Bank of
20
Baroda
15 No. of respondents Indusind Bank
15 13
11
10
10

5
2
1
0
Nil times 1-3 times 3-8 times 8-12 times Over 12
times

Figure 21 (frequently use of the banking services per month)

INTERPRETATION:

54
The above figure shows the frequency of usage of banking services in customers. BOB’s customer use
services maximum 3-8 times and 8-12 times in a month . on the other side Indusind banks customers use
services for 8-12 times and over 12 times in a month . which shows that private Banks’s customers are more
active.

Satisfaction levels regarding the various Services Quality Dimensions:

Bank has up - to - date equipment & technology
55
Location of the Bank
Sufficient number of ATM machines
Cash counting machines
Counter partitions in bank and its branches
The employees approach
Guide signs indicating as to which counters are offering which services
Telephone Banking Services
Clear instructions
Mobile Banking services
Prepaid Mobile Recharge
SMS alerts about specific information to the bank services / new products
Transactions status
Expensive
ATM Services Satisfied Dissatisfied
Promptness of card delivery
Number of Transactions
The quality of notes (currency)
Conveniently located
Internet banking Services
Account information and balance enquiry
E- payments
Account to Account transfer
Due instalment enquiry

No. of respondents Percentage (%)

Indusind
Bank Of Baroda Indusind Bank BOB
Bank
Extremely
0 14 0 18.7
satisfied
Satisfied 47 37 62.7 49.3
Neutral 20 24 26.7 32
Dissatisfied 8 0 10.7 0
Extremely
0 0 0 0
dissatisfied
75 75 100 100
Table 22 (Satisfaction levels regarding the various Services Quality Dimensions)

56
 satisfaction level regarding the various service
quality dimensions ;
47
50
45
37
40
35 No. of respondents bank of
baroda
30 24 No. of respondents indusind bank
25 20
20 14
15
8
10
5 0 0 0 0
0
Extremely Satisfied Neutral Dissatisfied Extremely
satisfied dissatisfied

Figure 22 (Satisfaction levels regarding the various Services Quality Dimensions)

INTERPRETATION:
This figure shows the satisfaction level of customers regarding the several service quality dimensions.
Satisfactions of BOB’s customers are as 47 are satisfied, 20 are neutral and 8 customers are dissatisfied out
of 75 customers. And customers of Indusind bank , 14 are extremely satisfied , 37 are satisfied, 24 are
neutral and no one is dissatisfied from the service dimensions of their bank.

57
 Are you satisfied with the overall technological services of your bank?
No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind bank BOB
bank

Yes 63 72 84 96
No 7 0 9.3 0
Cannot say 5 3 6.7 4
75 75 100 100
Table 23(satisfaction with the overall technological services of your bank)

72
80 63
70
60
50
40
30 Yes
7 No
20
10 0
0
bank of baroda indusind bank

are you satisfied with the overall technological

services of your bank ?

Figure 23(satisfaction with the overall technological services of your bank)

INTERPRETATION:

Above chart shows the customer’s views on technology of banks. 84% customers of BOB are satisfied on
this basis and 96% customers of Indusind Banks’s are satisfied with their bank’s technology. As a result
private bank is on the top.

58
 Your overall opinion about this survey.
No. of respondents Percentage (%)

Indusind
Bank of Baroda Indusind Bank BOB
Bank

Satisfactory 39 42 52 56
Not satisfactory 0 0 0 0

Looking forward
36 33 48 44
for results

75 75 100 100
Table 24 (Your overall opinion about this survey)

your overall opinion about this survey?

45 42
39
40 36
33
35
30 No. of respondents Bank of-
Baroda
25 No. of respondents Indusind Bnk
20
15
10
5 0 0
0
Satisfactory Not satisfactory Looking forward
for results

Table 24 (Your overall opinion about this survey)

INTERPRETATION:
This chart is about the customer’s opinion about survey conducted. 52% of BOB’S customer are satisfied
and 48% are looking forward for the results that which bank will win. On the other hand,56% customers of
Indusind bank are satisfied with survey and 44% are waiting for the results.

CHAPTER 6

59
 FINDINGS

 In fulfilment of all the needs of the customers, Indusind bank is in lead with the difference of 5.34%
from the Bank of Baroda.
 In maintaining the accounts, Bank of Baroda is ahead in maintaining more savings account than the
Indusind bank with the difference of 64%. On the other side , Indusind bank is ahead in maintaining
current account and credit account with the difference of 46.67%, 17.33% respectively with BOB.
 In giving more facilities like loan, O/D, and ATM services, Indusind bank got more responses than
the BOB with approx. 5%.
 In providing the core services, again Indusind bank is in lead with 5.33% from BOB.
 Banks are charging to customers for not maintain minimum balance in the accounts, private banks
are charging 500 rupees per month as penalty and public banks are charging 250 rupees per month.
And according to the survey public bank is in lead for less amount of penalty. So Bank of Baroda is
better than Indusind bank.
 According to the study, in overall service quality of the banks Indusind bank took lead with majority
of customer satisfaction then BOB. And get more no, of responses in excellent and less no. of
responses in dissatisfaction.
 Both banks are good enough that their customers can recommend their bank to others. But according
to the survey Indusind bank is in lead with very small difference i.e. 2.7%.
 Indusind bank is better than in the personalised services and computerised banking. And Bank of
Baroda is also better in personalised banking and core banking. Both banks get almost equal
responses.
 On the basis of infrastructure, cleanliness, working system Indusind bank is better than the BOB.
Indusind bank is in lead with the difference of 8% in cleanliness and with 84% in infrastructure or
sitting arrangement.
 Customer handling staff is less in the BOB than the Indusind bank.
As Indusind bank has more staff than BOB as well has more satisfied customers on the basis of staff
behaviour, communication and for hearing the problems. BOB is not good in this category.
 If we talk about the working hours of banks than both banks got equal responses because they have
same working hours and if we talk about convenient location both banks in centre of the city . So
both banks are equally good on this point.
 On the basis of the branch baking majority of the responses are in the favour of Indusind bank.

60
 BOB is also providing ATM services but less than Indusind bank and users of Indusind bank are
using more ATM facility than BOB.
 If we are talking about overall service dimensions of service quality, then again Indusind bank is
winner because it is in lead with 18.7% to the BOB.

Both banks are performing well and customers are satisfied to a certain limit .but still Bank of
Baroda is not equal to the Indusind bank. Still there are some weak points of BOB which should be
overcome to surpass the Indusind bank and this justifies the first objective of the study.

Customers attracts towards their banks because of quality services provided by their banks like good
staff, good infrastructure, core services , location and different schemes provided by banks according
to the customers of banks and this justifies the second objective of the study.

CHAPTER-7

LIMITATIONS

61
 The data provided by the respondents may not be 100 % correct.
 Questionnaire used as the only instrument of the primary data.
 The research is confined to certain area of Rajpura city.
 Only two banks are covered BANK OF BARODA from public banks and INDUSIND BANK from
private banks.
 Some of the persons are not so responsive.
 The sample size of 150 respondents of private and public sector banks can in no way be
Considered representative of the population. But due to the lesser time I was not able to cover more
respondents.
 Lack of customers’ interest to fill up Questionnaire.
 Customers past experience may also affect his present preference.
 Customer preferences and opinions are supposed to change from time to time.

CHAPTER-8

SUGGESTIONS
62
If the following suggestions are followed by banks, it can increase customers’ satisfaction.

• Staff should be pleased to assist. Training programs regarding customer interaction should be
held for staff and there must be surprise checking of the staff that they are doing well or not.
• Staff should be increase in the public banks for customer handling.
• Staff should make aware the customer about all functions of the bank.
• Technology should be update in public banks.
• Customers should be provided with account statements regularly.
• Account should be handled carefully.
• Customers’ instructions should be carried out carefully.
• Complaint should be handled then and there.
• There should be a personal touch between the customers and staff. This is not happening because
of changing duties of the staff in their different branches.
• Unnecessary charges should be decreased by both public and private banks.
• Working hours should be adjusted for working people , because they cannot leave their
workplace to come to bank .

CHAPTER-9

CONCLUSION

63
In this study an attempt has been made to compare the public sector bank (BANK OF BARODA), private
sector bank(INDUSIND BANK on the basis of customer satisfaction on their services provided to
customers.

After doing the research, I want to conclude that people prefers INDUSIND BANK more BOB for banking
services. As private banks are coming daily in our country with new technology, schemes and structure so
most of the population prefers private banks for their services. It is true that younger population preference is
changing and they prefer more private banks because of services and facilities provided by private banks.
The interest rates in govt. and privates are almost same but services of govt. banks are not up to the mark.
The appearance of banks also becomes very important for the present generation and private banks put their
complete efforts on this, which is lacking in govt. bank (BOB). At last I can only say that INDUSIND
BANK enjoys leading position in customer satisfaction area.

64
 WEBSITES

www.importantindia.com/25535/small-scale-industry-ssi-meaning-importance-and-ideas/

www.importantindia.com/21926/small-scale-industries-role-importance-types-problems-and-solutions/

www.scribd.com/doc/26556623/Customer-satisfaction-in-Banks

www.shodhganga.inflibnet.ac.in/handle/10603/143834

www.emeraldinsight.com/doi/abs/10.1108/01409171211238839

www.iimb.ac.in/publications/review/march2008/customer-satisfaction

www.academia.edu/10861702/
A_Study_on_Customer_s_Satisfaction_towards_Banking_Services_of_State_Bank_of_India_in_Kanyakum
ari_District

www.shodhganga.inflibnet.ac.in/handle/10603/17704

www.tandfonline.com/doi/abs/10.1080/09765239.2011.11884936

www.slideshare.net/AssassinCG/customer-satisfaction-in-public-sector-banks

link.springer.com/chapter/10.1007/978-1-4471-4600-1_45

www.slideshare.net/MinaxiGosai/questionnaire-for-the-private-banking-sector

www.scribd.com/doc/75872388/Sample-Questionnaire-on-CustomerSatisfaction-in-Bank

dohabank.qa/customer-satisfaction-questionnaire/

www.discoveredindia.com/punjab/banks/city-rajpura

www.accountlearning.com/imortant-role-small-scale-industries-indian-economy

rbl.org.in/scripts/publicationsview.aspx?id-13075

65
 REFERENCES

AGGARWAL,J.(2012),CUSTOMER SATISFACTION IN INDIAN BANKING SERVICES,

INTERNATIONAL JOURNAL OF COMPUTNGAND BUSINESS RESEARCH,14.

GYAN,(2016,22), SMALL SCALE INDUSTRIES- ROLE , IMPORTANCE , TYPES, PROBLEMS AND

SOLUTIONS, INDIA.

JOSHI, A. (2011,62),SHORT ESSAY ON THE IMPOTANCE OF COTTAGE INDUSTRIES IN INDIA,

PRESERVE ARTICLES, INDIA

MS. PALLAVI GUPTA,D.C. (AUG2013), A COMPARATIVE STUDY ON CUSTOMER

SATISFACTION IN INDIAN PUBLIC . INTERNATIONAL JOURNAL OF SOCIAL SCIENCE AND
INTERDISCIPLINARY RESEARCH ….ISSN 2277-3630

NAGABHUSHANAM,D.M. (2014), A STUDY OF CUSTOMER SERVICE QUALITY OF BANKS IN

INDIA ,.

RAMANA, D.H. (2011),A STUDY OF CUSTOMER SATISFACTION WITH SERVICE OF BANKS.

TIRUPTI:ABHINAV

RAMANA D.H. (2013), A STUDY ON CUSTOMER SATISFACTION WITH SERVICES OF BANKS .

NATIONAL MONTHLY REFFERED JOURNAL OF RESEARCH IN COMMERCE AND
MANAGEMENT, VOLUME NO.2, ISSUNE NO.7,53

REDDY, P. (2011, JAN.15), WHAT ARE THE FUNCTIONS OF NATIONAL SMALL INDUSTRIES
CORPORATION LTD. PRESERVE ARTICLES.

SHIYA.(2015,JUNE.22), IMPORTANCE OF SMALL SCALE AND COTTAGE INDUSTRIES IN

INDIA , PRESERVE ARTICLES , INDIA

SINGHAL, N. (2013) PROBLEMS FACED BY SMALL SCALE INDUSTRIES IN INDIA , IMPOTANT

INDIA.

KUMAR, C. (2011,115),WHAT IS THE ROLE AND IMPORTANCE OF SMALL SCALE NDUSTRY IN

INDIA? PESERVE ARTICLES.INDIA.

KAPADIA, K.(2012), A COMPARATIVE STUDY OF CUSTOMER SATISFACTION, TACTFUL

MANAGEMENT RESEARCH JOURNAL.

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MALHOTRA,S.(2014), PROBLEMS FACED BY SMALL SCALE INDUSTRIES IN INDIA , SHARE
ESSAY.

MALIK,G. (2012), A COMPARATIVE STUDY ON CUSTOMER UTILITY AND CUETOMER

SATISFACTION AMONG PRIVATE AND PUBLIC BANKS IN INDIA, PACIFIC BUSINESS REVIEW
INTERNATIONAL JOURNAL.

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 ANNEXURE I
QUESTIONNAIRE

A survey On Customer Satisfaction In Banking Services

 Name :

 Name of your Bank:

 Gender

o Male

o Female

 Age

o 18 - 25 years

o 26 - 30 years

o 31 – 40 years

o 41 – 50 years

o 51 – 60 years

o Above 60 years

 Education

o Illiterate

o High school

o Intermediate

o Degree

o Masters Degree

68
 o Others (please specify)_______________

 Marital Status

o Married

o Un married

o widowed

o Divorced

 Profession

o Govt. Employee

o Private Employee

o Business

o Self Employed

o Student

o House Wife

o Others (please specify) ____________

1. Do you think that your bank caters all your banking needs?

o Yes

o No

2. What kind of account do you maintain in this bank?

o Current

o Savings

o Loan a/c

o DEmat

69
 o Credit card

3. Which of the following facilities is given more importance in your bank

o Loan facilities

o O/D facilities

o ATM facilities

4. Does your bank have core banking facility for the customers

o Yes

o No

5. Do they charge unnecessarily for not maintain minimum balance in your account

o Yes

o No

6. What do you feel about overall service quality of your bank.

o Excellent

o very good

o good

o average

o poor

7. Would you recommend this bank to your friends, relatives, associates

o Yes

o No

8. When do you think of your bank what comes first in your mind

o Personalised service

70
 o Wide branch network

o Customer service

o computerised banking

o Core banking

9. Your over all opinion about this survey

o Satisfactory

o not satisfactory

o looking forward for result

10. The bank overall appearance is neat and orderly:

o Yes

o No

11. The bank has sufficient and comfortable seating arrangements:

o Yes

o No

12. The branch has sufficient staff - Customer Representatives & Tellers for your needs:

o Yes

o No

13. The branches have convenient working hours and are located at convenient locations to serve
you:

o Yes

o No

14. How would describe your views about Customer Service Representative?

 Call answering time Flawless

71
 Correct Operation

 Understanding and reply in queries correctly

 Communication skills

 positive approach

o Satisfied

o Highly Satisfied

o Neutral

o Dissatisfied

o Highly Dissatisfied

15. How would describe your views about Branch Banking?

 Behaviour of the staff

 Time taken to process the transaction

 Working Hours

 General assessment about the services provided by the branch

o Satisfied

o Highly Satisfied

o Neutral

o Dissatisfied

o Highly Dissatisfied

16. How would describe your views about ATM Banking Services

 ATM network

 Distribution

 Continuous service

72
 Variety of transactions

 Easy of screen use

 General assessment about the service.

o Satisfied

o Highly Satisfied

o Neutral

o Dissatisfied

o Highly Dissatisfied

17. How frequently do you use the following banking services per month?

 Branch Banking

 ATM

 Internet Banking

 Tele Phone banking

 Mobile banking

o Nil times

o 1to3 times

o 3to 8 times

o 8to 12 times

o over 12 times

18. Satisfaction levels regarding the various Services Quality Dimensions:

 Bank has up - to - date equipment & technology

73
 Location of the Bank

 Sufficient number of ATM machines

 Cash counting machines

 Counter partitions in bank and its branches

 The employees approach

 Guide signs indicating as to which counters are offering which services

 Telephone Banking Services

 Clear instructions

 Mobile Banking services

 Prepaid Mobile Recharge

 SMS alerts about specific information to the bank services / new products

 Transactions status

 expensive

 ATM Services Satisfied Dissatisfied

 Promptness of card delivery

 Number of Transactions

 The quality of notes (currency)

 Conveniently located

 Internet banking Services

 Account information and balance enquiry

 E- payments

 Account to Account transfer

 Due instalment enquiry

74
 o Satisfied

o Extremely Satisfied

o Neutral

o Dissatisfied

o Extremely Dissatisfied

19. Are you satisfied with the overall technological services of your bank?

o Yes

o No

o Can Not Say

Signature of the customer

75
76