PROJECT REPORT

ON

A COMPARATIVE STUDY OF
CONSUMER PREFERENCES OF
PRIVATE VS PUBLIC SECTOR BANKS

Pt. Naki Ram Sharma Govt. College, Rohtak

In Partial Fulfillment for the requirement for the award of degree

of

Bachelor of Business Administration

session : 2015-18

Submitted to: Submitted by:

Mrs. Meenakshi Yatharth
BBA Deptt. Roll.no. 2964
BBA-6th Sem.

PT. N.R.S. GOVT. COLLEGE, ROHTAK

AFFILIATED TO
MAHARISHI DAYANAND UNIVERSITY, ROHTAK

1
 INDEX

Page No.

1. Acknowledgement

2. Executive Summary 1

3. Objectives of the study 2

4. Introduction to the topic 3-9

5. Profile of the organisation 10-17

6. Research methodology 18-20

7. Reasons for choosing a bank 21-22

8. Analysis & Interpretation 23-38

9. Conclusions

Summary Findings and Suggestions 39-42

ANNEXURE

* Questionnaire

* Bibiography

2
 ACKNOWLEDGEMENT

Preservation, inspiration and motivation have always played a key role in the
success of any venture. In the present world of competition and success, project is like a
Bridge between theoretical and practical working, willingly I prepared this particular
Project. First of all I would like to thank the supreme power, the almighty god, who is
obviously the one who has always guided me to work on the right path of my life. I
would at the outset to thank Mrs. Meenakshi for granting me permission under take the
project “Attitudinal survey of plastic money”.

At last I am heartily all of those persons who help me in completion of

my project in direct or indirect way.

YATHART
H

3
 EXECUTIVE SUMMARY

In this research project, the customer base of private & public sector banks has been

studied and analysed. The prime objective was to study consumer behaviour towards

these two sectors of banks. Different factors that effect customer’s preferences while

selecting a bank like have been analysed.

In this study, Descriptive Research Design has been used. The engraved data has been

collected from both primary as well as secondary sources.

Primary Source includes questionnaire & Secondary sources include Internet, Banking

Journals & publications.

The sample universe consisted of banks customers and the sample population consists of

200 customers of private & public sector banks.

The analysis of the study depicts the priority list of the factors that are most significant to

the customers for selecting either private or public bank.

It has been analysed & found that for Private banks reputation of banks, speedy &

efficient services are the priority factors for customers while for public banks

convenience is the main factor that effects customer’s priority for selection of the bank.

And accordingly suggestions have been given for improving upon those factors which act

as a limitation for that sector bank.

4
 OBJECTIVES

 To study customer base of private & public sector bank.

 To know the preferences of customers regarding Public & Private sector banks.

 To study factors affecting preferences of customers while selecting a bank.

5
INTRODUCTION

TO

THE TOPIC

6
 BANKING INDUSTRY

Due to increase in awareness and literacy ratio, the customer of today has become more

learned about the risks, costs and returns associated with various financial services . As

such it is presumed that the customers, these days are highly conscious while selecting

a bank which carries out their financial activities. The customers who have put their hard

earned savings in to banks and considered them absolute heavens of security are highly

concerned about the money they have invested in the banks.

Banking has become very fluid over past few years, which makes it extremely difficult to

say which is the best or which is the safest.

Banks in India, like many others countries of the world, are subject to a host of control

measures of the Central Bank (RBI). Apart from the selective control of credit exercised

by the RBI, it controls the volume of credit in a quantitative way so as to influence the

total volume of bank credit.

7
There has been almost an explosion in the operations of Commercial Banks (CB'S)

during a little more than two decades of the Post Nationalization period. The

Nationalization of 14 major banks in 1969 and 6 in 1980 divert their attention from class

banking to mass banking and concentrate their efforts on priority sector. The RBI has

set up a high-powered committee to review the norms for allowing entry of new private

sector banks in 1998. The main emphasis is on to encouraging the entry of new banking

institutions in order to increase credit flow and competition in the sector to provide

efficient financial services.

RBI has also allowed NBFC's (Non Banking Financial Companies) to convert themselves

in to banks subject to their fulfilling criteria. The RBI has set a minimum net worth of Rs.

500 Crores for NHFC's seeking to convert themselves in to Banks.

8
 WHAT IS A BANK?

In simple words, bank refers to an institution that deals in money. This institution accepts

deposits from the people and gives loans to those who are in need. Besides dealing in

money, banks these days perform various other functions such as credit creation, agency

job and general service. Bank, therefore is such an institution which accepts deposits

from the people, gives loans, creates and undertakes agency work.

Banking is the mirror reflection of an economy. The performance of any economy to a

large extent, is dependent on the performance of banks. A competitive banking system

requires privatisation of banks so that the full benefits of competition can accure to the

economy.

9
 DEFINITION OF BANK

According to Whitehead,

"A bank is defined as an institution which collects surplus funds from the public,

safeguards them, and makes them available to the true owner when required, but also

lends sums not required by their true owner to those who are in need of funds and can

provide security."

10
11
 PROFILE OF

THE

ORGANISATION

TYPES OF BANKS

(A) Classification on the basis of ownership banks are of the following types:

12
(1) Public Sector Banks

Public sector banks are those banks which are owned by the government. The

government runs these banks. In India, 20 banks were nationalised in 1969 and 1980. All

these banks now belong to the public sector category. Social welfare is their principal

objective.

(2) Private Sector Banks

These are those Banks which are owned and run by the private sector Like ICICI

Bank belongs to this category. An individual has control over these banks in proportion to

the shares of the banks held by him.

(3) Cooperative Banks

Cooperative banks are those banks which are jointly run by a group of individuals

having equal share in these banks. The affairs of the bank are managed by its share

holders.

(B) Classification according to law

Banks are classified in to the following two categories on the basis of Reserve

Bank Act, 1934.

(1) Scheduled Banks

These are the banks having paid up capital of at least Rs 5 lacs. These are like a

joint stock company or a cooperative organisation.

(2) Non Scheduled Banks

13
 These banks are not mentioned in the second schedule of Reserve Bank. Paid up

capital of banks is less than Rs 5 lacs.

(C) Classification according to function

On the basis of their functions, banks are classified as under :

(1) Commercial Banks

These banks make short loans to the public and business establishments, and keep

their deposits with them. Credit creations are the principal function of these banks.

Punjab National Bank, Oriental Bank of Commerce and Allahabad Bank are examples.

* Foreign Exchange Bank

Foreign exchange banks are those banks which offer credit only for

foreign trade and imports of the country and these banks deal in foreign exchange.

(2) Industrial Banks

Industrial Banks are those banks which offer long term and medium term loans to

the industries and also work for their development industrial Bank of India, Industrial

Finance Corporation, State Finance Corporation are examples.

(3) Agricultural Banks

Agricultural banks are those banks that give credit to agricultural sector of the

economy. Short period loans are given to the farmers for the purchase of seeds, fertilizers

14
and other inputs. Long period loans are given for making permanent improvement on

land.

* Saving Banks

The principal function of these banks is to collect small savings across the

Country and put them to the productive use. In India, Post Office Departments functions

as saving banks.

* Central Bank

Central bank is the apex bank of the banking system of the country. It issues

currency notes and acts as banker’s bank. It controls credit and regulates the banking

system of the country. The Reserve Bank of India is the Central Bank of India.

15
 ORGANISATION AND STRUCTURE OF BANKS

Banks are named after their way of functioning whether they have

one office or more offices , whether they are controlled by a holding

company or by individuals and family members etc . If a bank has only one

office in which all its business operations are carried on, then it is called as

the Unit Bank . On the contrary, Branch Banking is so because a simple

bank is engaged in the banking business through the operation of two or

more branches, located at different places. Group banking occurs when the

operations of two or more banks are controlled by a holding company. The

chain banking system is named after the controlling of two or more banks by

an induvidual member of the family of other closely associated persons.

UNIT BANKING

This system of banking is prevalent in the United States Of America.

The growth of unit banking severally restricted by the government of

USA for the fear of monopoly and, there fore they are not allowed to spread

out their branches. The Unit Banks generally operate in small towns and

cities and thus named as country banks and city banks respectively.

BRANCH BANKING

The branch banking is the back bone of the banking operations in

many countries. A branch banking system is one where a bank have an

enormous number of banks all over the country or an area, including a

16
number of banks in the same city or town. The branches have their head

offices in a principal city.

GROUP BANKING

It is exclusive feature of the banking systems of the United States of

America though a few other countries have also started following this

method in recent times. The establishment of holding companies to control

simultaneously two or more separately chartered banks is called the 'Group

Banking System.

CHAIN BANKING

This is also specific feature of the banking system of the United States

of America. Under this system, an individual or a group of individuals

control two or more banks, and in this respect it differs from group banking

where the control is exercised by a holding company.

MIXED BANKING

When a commercial bank grants loans for the short term and long

term periods to trade, industry and commerce etc, it is called mixed banking

functions In India, the banking systems is called the mixed banking.

CORRESPONDING BANKING

Under this system, the banks maintain a correspondent relationship

with one another , and there by earn a number of facilities and hence can

serve their customers better than if each were working alone. It has the

combined advantage of both of the unit and branch banking systems.

17
 INTRODUCTION TO COMMERCIAL BANKING

Commercial banks are joint stock companies dealing in money and credit.

A commercial bank may be defined as a financial institution that accepts

chequeable deposits of money from the public and also uses the money with

it for lending. The most distinctive function of a commercial bank is that it

accepts deposits called ' demand deposits ' from the public which are

chequable, i.e.with drawable by means of cheques, Acceptance of chequable

deposits alone , how ever, does give it the status of a bank. Its another

essential function is to make use of these deposits for lending to others.

Commercial banks usually give short term loans and advances .

They occupy a dominant place in the money market. The commercial banks

in India are governed by the Indian Banking Regulation Act 1949 Brought

up to date to include additional rules thereto. Under the law , commercial

banks are not supposed to do any other business, excepts banking.

In India, However, there is a mixed banking system. At present there

are 20 Nationalised banks plus the STATE BANK OF INDIA and 7

subsidiaries constituting public sector banking which controls overs 90

percent of the banking business in the country.

18
 FUNCTIONS OF COMMERCIAL BANKS

Functions of commercial banks can be divided in to two parts :

(A) Primary Functions

(B) Secondary Functions

Primary Functions

Commercial banks perform mainly two primary functions.

(1) Accepting Of Deposits

A bank accepts deposits from the public. People can deposit their cash

balances in either of the following accounts as per their convenience.

* fixed or time deposit account

* current or demand account

* saving deposit account

* home sage saving account

* recutting deposit account.

(2) Advancing Of Loans

Another primary function of the commercial banks is to advance

loans. A certain part of the cash received by the banks as deposits is kept in

the reserve and the rest is given as loan. Bank advances following types of

loans :

* Cash credit

* Overdrafts

* Loans and advances

19
* Discounting of the bill exchange

* Investment in government securities

* Credit Creation

(B) Secondary Functions

Besides the primary functions, banks also perform many secondary

functions such as agency functions and general utility services.

Agency Functions

Banks act as agents to their customers in different ways:

Collection and payment of various items

Purchase and sale of securities

Trustee and executor

Remitting of money

Purchase and sale of foreign exchange

Letter of references

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(3) General Utility Services

Commercial banks also provide certain services of general utility to

the society :

Locker Facilities

Travellers Cheque and Letters of Credit

Business Information and Statistics

Help in Transportation of Goods

21
BANKS IN INDIA

PUBLIC SECTOR BANKS PRIVATE SECTOR BANKS

Allahabad Bank Bank of Madurai

Andhra Bank Bank of Punjab
Bank of Baroda Bank of Rajasthan
Bank of India Bharat Overseas Bank
Bank of Maharashtra Catholic Syrian Bank
Canara Bank Centurian Bank
Central Bank of India City Union Bank
Dena bank Dhanalakshmi Bank
Indian Bank Federal Bank
Indian Overseas Bank Global Trust Bank
National Bank HDFC Bank
Oriental Bank of Commerce ICICI Bank
Punjab and Sind Bank IDBI Bank
Punjab National Bank Indusind Bank
State Bank of Bikaner and Jaipur UTI Bank
State Bank of Hyderabad Vysya Bank
State Bank of India
State Bank of Indore
Syndicate Bank
UCO Bank
United Bank of India
Vijay Bank

22
 RESEARCH

METHODOLOGY

23
1. STATEMENT OF THE PROBLEM

The customer base of private & public sector banks has been comparatively

analysed to know what are the preferences of customers and what factors

actually effect them while selecting a bank for themselves.

2. REVIEW OF THE LITERATURE

Reviewing of literature is done from journals, newspaper & various

magazines and articles related to banks.

3. RESEARCH DESIGN

The research design used is Descriptive.

4. DATA COLLECTION

In dealing with any real life problems it is often found that data at hand

are inadequate and hence it becomes necessary to collect the data which is

appropriate.

There are two ways of collecting data:

A. Primary Data

B. Secondary Data

PRIMARY DATA: The primary data has been collected by questionnaire

which is filled by various customers of private and public banks.

24
THE QUESTIONNAIRE

The questionnaire is prepared after having personal discussion with

bank officials concerned to the quality of advances made by them and

facilities provided to the investors . For conducting the customer survey,

two hundred questionnaires have been got filled from the customers of the

public and private banks. The questionnaires were got filled up by

personally visiting the bank premises.

For selection criteria, those banks are selected having maximum

number of branches in respective cities.

SECONDARY DATA: The secondary data has been collected by

Publications of banks, report on trend and progress in banking.

5. SAMPLE UNIVERSE

The universe for data collection is considered to be the Bank’s Customers.

6. SAMPLE POPULATION

The sample population includes customers of private & public sector bank.

7. SAMPLE SIZE

The sample size is 200 respondents.

8. ANALYSIS OF DATA

After the data has been collected it is analysed by the help of various

Statistical tools like tables & pie charts, which provide a quick view

25
of the preferences of the customers i.e. the value assigned by each customer

to different factors has been analysed.

9. INTERPRETATION OF DATA

After analysis it is interpreted that there are a number of factors which effect

customers preferences for the choice of the bank i.e. whether to go for

private or public banks.

Due to competition and several investment opportunities available to

The customer, he is quite selective while choosing a Bank which carries out

its financial activities.

26
 REASONS FOR CHOOSING A BANK

1. Convenient Location

Convenient location is one of the important reasons for choosing a

Bank Customer always want a bank in his\her easy reach so that he can

easily deposit or withdraw the amount whenever he wants it.

2. Efficient and Speedy Services

Now a days, every body is short of time. Every customer wants that

his work should be done in lesser time. So he prefers the bank which gives

him efficient and speedy service not wasting the customer's time.

3. Acquaintance with the Bank Officials

Customer usually prefers the bank to which he is known to the bank

officials. Customers usually thinks that if he is known to officials, then his

work will be done in a right manner and in less time.

4. Longer Working Hours

The customer of today needs his bank for activities which transcend

the conventional money transmissions and the normal working hours. A

bank providing him more or longer working hours is preferred.

5. Reputation of Bank

Reputation\goodwill is earned through sheer hard work and years of

27
excellence in service. Customers generally prefer a bank having long time

experience and good reputation.

6. Customers Are Valued Here

Customer, now days are quite conscious about his prestige. He usually

chooses a bank which gives him due importance.

7. Offers Innovative Services

Due to competition, a bank providing various innovating services to

its customers is generally preferred.

Other Reasons

1 Best saving rates

2 Less rate of interest charged

3 Less commission for collecting dues

4 Family \ Relatives recommendations

5 Age factor

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 ANALYSIS

&

INTERPRETATION

29
The responses have been analysed with the help of percentages and

the results have been presented in forms of tables . The various terms

used in the table are as follows:

VALUE (Val):

The term value represents the importance the customers are attached

to each criterion.

FREQUENCY (Freq):

The term frequency refers to the number of people responding to a

particular value.

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 TABLE 1

CONVENIENT LOCATION

Public Sector Customers Private Sector Customers

Val Freq Percentage Val Freq Percentage

1 18 18 1 2 2
2 18 18 2 2 2
3 4 4 3 4 4
4 1 1 0 92 92
0 59 59 - - -
TOTAL 100 100 TOTAL 100 100

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 INTERPRETATION OF TABLE 1

Table I shows that convenient location seems to hold somewhat

important position so far as public sector bank customers are concerned. 18

percent rank it as the most important factor and 18 percent rank it is as the

second most important criterion influencing choice of a bank whereas about

92 percent of private customers have not assigned any significance to the

convenient location . Since the public sector banks (PUBS hereafter)

have a wide net work of branches located at every nook and corner of the

country the customers have a very convenient access to them.

This can be the reason why 4 percent of the PUBS customers

considered it to be an important criterion for choosing their bank. On the

other hand, private banks have a very few branches in selected cities .

Therefore convenient location as a reason for choosing a bank miss ruled

out by most of these bank customers.

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 TABLE II

EFFICIENT AND SPEEDY SERVICE

Public Sector Customers Private Sector Customers

Val Freq Percentage Value Freq Percentage

1 1 1 1 64 64
2 7 7 2 5 5
3 1 1 3 5 5
0 91 91 0 26 26
TOTAL 100 100 100 100

33
 INTERPRETATION OF TABLE II

Efficient and Speedy Service

Table II reveals that efficient and speedy service seem to be one of the

most important reason for choosing a bank in case of private bank

customers. 64 percent of the customers have ranked it as the most

important reasons.

In case of public sector banks, the position is quite the opposite. 91

percent of the customers have not attached any significance to this factor.

Efficient and speedy service is the hallmark of new established private

sector banks. This is because these banks have the latest state of the art

technology introduced in their systems. The customer of today wants quick,

hassle free banking services.

Since PVTBS provide the customers the efficient and quick services,

a large number of private bank customers have chosen their banks for this

reason. Many of the PUBS on the other hand are still conducting their

operations manually. Service delays are common feature in these banks.

34
 TABLE III

ACQUAINTANCE WITH THE BANK OFFICIALS

Public Sector Customers Private Sector Customers

Val Freq Percentage Val Freq Percentage

1 32 32 1 10 10
2 8 8 2 5 5
3 3 3 0 85 85
4 2 2 - - -
0 55 55 - - -
TOTAL 100 100 TOTAL 100 100

35
 INTERPRETATION OF TABLE III

Table III reveals very interesting results. 32 percent of the public

sector bank customers say that they have chosen their bank primarily

because they are known to the officials of the bank. PUBS have a large work

force having associations in the society at large. And thus, resulting in their

associates having accounts in their banks.

Acquaintance with the bank officials is one of the most important

reasons for the public sector bank customers while choosing a bank.

However, the state of affairs is quite the opposite in case of private sector

banks where personal acquaintance do not seem to be important in selecting

a bank. Hence, 85 percent of these customers have not attached any

importance to this reason. Only 10 percent of the customers consider it to be

a reason while choosing a bank.

36
 TABLE IV

LONGER WORKING HOURS

Public Sector Customers Private Sector Customers

Val Freq Percentage Val Freq Percentage

2 1 1 1 15 15
3 1 1 2 12 12
0 98 98 3 7 7
- - - 4 6 6
- - - 0 60 60
TOTAL 100 100 TOTAL 100 100

37
 INTERPRETATION OF TABLE IV

Longer Working Hours

The customer of today needs his bank for activities which transcend

the conventional money transmissions and the normal working hours. Any

time, any where banking is the key word. PVTBS emphasize a lot-on

providing their customers with longer extended working hours. Therefore,

40 percent of these customer have attached significantly importance to this

reason for choosing their bank as revealed by the Table IV.

PUBS provide service to its customers normally up to noon

(LunchBreak) However, PVTBS provide services till evening. Therefore,

PUBS customers have not attached any significance to this criterion. 98

percent of the customer have not attached any importance to this reason.

38
 TABLE V

REPUTATION OF BANK

Public Sector Customers Private Sector Customers

Val Freq Percentage Val Freq Percentage

- - - 1 8 8
2 2 2 2 10 10
3 2 2 3 5 5
4 1 1 4 3 3
0 95 95 5 2 2
- - - 0 72 72
TOTAL 100 100 TOTAL 100 100

39
 INTERPRETATION OF TABLE V

Reputation of Banks

Reputation \ Goodwill is earned through sheer hard work and years of

excellence in service . As far as customer service is concerned, the PVTBS

have left no stone un turned to provide their customers with the best

available. Work culture is quite good in PVTBS. This is the reason why

many of PVTBS customers attached significance to this criterion while

choosing their banks as shown by Table V.

That is why, 18 percent of the customers of PVTBS give importance

to this reason while selecting a bank. But on the other hand, only 5 percent

of the PUBS customers give significance to this criterion.95 percent of the

customers have not attached any significance to this criterion.

40
 TABLE VI

CUSTOMER ARE VALUED HERE

Public Sector Customers Private Sector Customers

Val Freq Percentage Val Freq Percantage

2 4 4 1 14 14
3 1 1 2 16 16
4 1 1 3 6 6
0 94 94 4 2 2
- - - 0 72 72
TOTAL 100 100 TOTAL 100 100

41
 INTERPRETATION OF TABLE VI

Customers Are Valued Here

Each and every person wants some importance from other person.

Every customer wants a respect from the employees of bank. While

selecting a bank, customer prefers that bank in which his emotions are being

taken care of.

As far as this criterion is concerned private sector bank customers

have been significance to it. According to PVTBS, 16 percent of the

customers gave importance it to as the second most important criterion while

14 percent rank it as the first most important criterion. In case of PUBS, 94

percent of the customer have not attached any importance to this criterion.

42
 TABLE VII

OFFERS INNOVATIVE SERVICES

Public Sector Customers Private Sector Customers

Val Freq Percentage Val Freq Percentage

0 100 100 1 6 6
- - - 2 17 17
- - - 3 3 3
- - - 4 2 2
- - - 0 72 72
TOTAL 100 100 TOTAL 100 100

43
 INTERPRETATION OF TABLE VII

Offers Innovative Services

Customers prefer to invest in those banks which offer\ provide them

innovative services.

According to PUBS, 100 percent of the customers have not attached

any significance to this criterion whereas in case of PTVBS, 17 percent of

them ranked it as the second most important criterion. Overall, 28 percent of

the customers have attached importance to it and 72 percent have not

attached any significance to this criterion.

44
 ANALYSIS OF ANOTHER FACTORS

Near To Place of Work

Every customer wants his bank to be near to his place of work so that

he can easily make the deposits of withdraw the amount when ever he gets

free time.

Since the public sector banks have a wide net work of branches

located at every nook and corner of the country , the customers have a very

convenient access to them. According to PUBS customers, 20 percent of

them rank it as the first most important criterion while 25 percent of them

rank it as second most important. While 97 percent of the PVTBS

customers have not attached any importance to this criterion.

Analysis of Secondary Factors

All the above mentioned reasons are the primary one whereas

Secondary reasons like rate of interest and age factor also play a significant

role in the selection of the bank.

Almost all the PUBS and PVTBS give equal rate of interest on deposits to

its customers but PVTBS charge more rate of interest on loans.

Therefore, more customers prefer to take loans from PUBS. Age

45
factor is also an important reason for selecting bank. Old people do not

believe on PVTBS , so they prefer to invest in PUBS whereas young people

prefer to invest in PVTBS because of its speedy service.

FINDINGS,

CONCLUSIONS

&

46
 SUGGESTIONS

FINDINGS

The above analysis reveals the following reasons, which influence

the choice pattern of public, private bank customers . The various factors

have been arranged in chronological order as per the significance attached

to each factor by the customers.

Publilc Sector Customers Private Sector Customers

Near to place of work Efficient and speed service

Convenient location Customers are valued here

Acquaintance with the bank Reputed Bank

Longer Working Hours

47
 CONCLUSIONS

* It is evident from the above findings that the various factors chosen by

the PUBS customers point towards a common attribute, ie

convenience.

* The enormous reach of the PUBS have facilitated the masses an

easier access to banking services. The results in case of PUBS are

quite as expected.

* The PUBS have maintained the state of affairs with its customers in

very easy manner .

* The other factors like speediness of service, reputation of a Bank

and mechanisation etc . Including efficiency and personalised service

have not figured any where in their choices.

* On the other hand, the efficiency and speedy service of the PVTBS

along with the fact that the customer are valued here are the reasons

why most of the PTVBS customer have chose their banks.

* Reputation is another reason leading to the choice of PVTBS by the

48
 customers.

* In the case of PVTBS longer working hours is an important factor

which has influenced the customer choice.

* However, conveniences do not find any rank in the priority list of

PVTBS by the customers.

* Surprisingly, a few factors like family / relatives recommendations,

age factor and best saving rates, etc. which were expected to be of

significance while choosing a PTVBS did not rank on the priority list

of these customers.

49
 SUGGESTIONS

* PUBS must try to improve their work culture.

* Longer hour services should be increased in PUBS so that customers

can take benefit of its services for more time.

* PVTBS must try to recruit more employees as it has a lot of work

burden other wise its efficient and speedy services will be badly

affected.

* There should be more computerization in PUBS to facilitate its

customers

* PVTBS must open more branches in the cities for the convenience

and easy reach of its customers.

* More deposit schemes should be there and facility of loans should be

provided to the customers .

* There should be more beneficial schemes for the farmers and other

people living in rural areas to their requirements.

50
51