A comparative study of Manipur Rural Bank (MRB)

A Project Report Presentation on

“A comparative study on Customer’s perception towards Manipur Rural Bank (MRB) and its services

w.r.t. other Commercial Banks in Manipur”

Presented By:-

Kh. Santosh SinghRoll No. 203rd SemesterMIMS, MU

Under the guidance of:-

Maibam Akendra SinghSr. Manager, P&DManipur Rural BankHead Office, Keishampat

Contents:

1. Objectives

2. Methodology

3. Limitations

4. Data Interpretation

5. SWOT Analysis

6. Findings7. Recommendations8. Conclusion

Objectives:

To study Customer’s Perception towards the MRB and its services To find out the SWOT Analysis for MRB w.r.t. other Commercial Banks in ManipurTo find out the segment of our population focused by the MRB

Methodology:

Research Type :

Sampling Method :

Sample Size :

Data Collection Method :

Sampling Area :

Statistical Tool :

Exploratory Research

Non Probability Convenient Sampling

240 units

Primary Data Collection

Imphal (East, West), Thoubal & Bishnupur

Tables; Pie Chart; Bar Charts; Likert Scale

Limitations:

1. Survey is done only for those who has a bank account

2. One Questionnaire is concern with a single bank account

3. The answers given by the respondents are assumed to be True

4. Unequal number of respondent from each of the Other banks

5. Some parameters may have been missed

Data Interpretat

ions

Table 1. Awareness

Options No. of Respondent

YES 210NO 30

TOTAL 240

88%

13%

YES

NO

Table 1.1. MediumOptions No. of Respondent

Television 13

Newspaper 41

Billboard/Hoardings 27

Word of Mouth 110

Others 19

Total 210

10%

19%

12%50%

9%Television

Newspaper

Billboard

Word of Mouth

Others

Table 2. MRB account holder


YES 68

NO 142

Total 210

32%

68%

YesNo

Table 2.1. Other bank account holders

SBI

BOB

Axis Bank

PNBUBI

HDFC IOB

Allahabad

ICICIUCO CBI

0

20

40

60

80

100

120117

116

115 7

2 3 4 3 3

Table 3. Motivating Factor

For MRB a/c holders No. of respondents

Interest Rate Offered 0

Need for Security 8

Subsidized Schemes 42

Efficient Customer Service 14

Others, please specify 4

Total 68

For Other Bank a/c holders No. of respondents

Interest Rate Offered 2 (UBI)

Need for Security 99

Subsidized Schemes 0

Efficient Customer Service 58


Total 172

Need for

Secu-rity14%

Sub-si-

dized Schemes55%

Effi-cient Cus-

tomer Service

24%Others

7%

Motivating Factor

Interest Rate Of-fered1%

Need for

Secu-rity58%

Effi-cient Cus-

tomer Service

34%

Others8%

MRB

Other Banks

Table 4. Branch Location

For MRB a/c holders weightage No. of respondents Score

Highly Satisfied 5 8 40

Satisfied 4 29 116

Neutral 3 15 45

Dissatisfied 2 16 32

Highly Dissatisfied 1 0 0

Total 68 233

For Other a/c holders weightage No. of respondents Score


Satisfied 4 60 240

Neutral 3 27 81



Total 172 566

Branch Location

HD D N S HS

HD D N S HS

MRB Account Holders

Other Account Holders

68 136 204 272 340

172 344 516 688 860

233

566

Table 5. Employee/Staff Behaviour



Satisfied 4 39 156

Neutral 3 16 48

Dissatisfied 2 9 18


Total 68 242



Satisfied 4 74 296

Neutral 3 47 141



Total 172 605

Employee/Staff Behaviour

HD D N S HS

HD D N S HS

MRB Account Holders


68 136 204 272 340

172 344 516 688 860

242

605

Table 6. Infrastructure



Satisfied 4 16 64

Neutral 3 13 39



Total 68 169



Satisfied 4 89 356

Neutral 3 28 84


Highly Dissatisfied 1 1 (UBI) 1

Total 172 660

Infrastructure

HD D N S HS

HD D N S HS

MRB Account Holders


68 136 204 272 340

172 344 516 688 860

169

660

Table 7. Documentation Processing



Satisfied 4 39 156

Neutral 3 22 66

Dissatisfied 2 4 8


Total 68 245



Satisfied 4 70 280

Neutral 3 52 156



Total 172 574

Documentation Processing

HD D N S HS

HD D N S HS

MRB Account Holders


68 136 204 272 340

172 344 516 688 860

245

574

Table 8. Services provided



Satisfied 4 17 68

Neutral 3 19 57



Total 68 194



Satisfied 4 85 340

Neutral 3 42 126



Total 172 601

Services Provided

HD D N S HS

HD D N S HS

MRB Account Holders


68 136 204 272 340

172 344 516 688 860

194

601

Table 9. Overall performance



Satisfied 4 30 120

Neutral 3 7 21



Total 68 209



Satisfied 4 92 340

Neutral 3 42 126



Total 172 601

Overall Performance

HD D N S HS

HD D N S HS

MRB Account Holders


68 136 204 272 340

172 344 516 688 860

209

601

Ratings Analysis

Table 10. Brand


Excellent 5 0 0

Good 4 10 40

Neutral 3 17 51

Poor 2 29 58

Very Poor 1 12 12

Total 68 161


Excellent 5 21 105

Good 4 57 228

Neutral 3 59 177

Poor 2 35 70

Very Poor 1 0 0

Total 172 580

Brand

VP P N G E

MRB Account Holders


161

580

68 136 204 272 340

172 344 516 688 860

VP P N G E

Table 11. ATM Services


Excellent 5 0 0

Good 4 0 0

Average 3 34 102

Poor 2 21 42

Very Poor 1 13 13

Total 68 157


Excellent 5 33 165

Good 4 68 272

Average 3 35 105

Poor 2 31 62

Very Poor 1 5 5

Total 172 609

ATM Services

MRB Account Holders


157

609

VP P N G E

VP P N G E

68 136 204 272 340

172 344 516 688 860

Table 12. Mobile/Online Banking


Excellent 5 0 0

Good 4 0 0

Average 3 37 111

Poor 2 21 42

Very Poor 1 10 10

Total 68 163


Excellent 5 12 60

Good 4 51 204

Average 3 91 273

Poor 2 17 34

Very Poor 1 1 (Allahabad) 1

Total 172 572

Mobile & Online Banking

MRB Account Holders


163

572

VP P N G E

VP P N G E

68 136 204 272 340

172 344 516 688 860

Table 13. Customer Care/Helpline Services


Excellent 5 0 0

Good 4 0 0

Average 3 49 147

Poor 2 19 38

Very Poor 1 0 0

Total 68 185


Excellent 5 13 65

Good 4 41 164

Average 3 94 282

Poor 2 21 42

Very Poor 1 3 3

Total 172 556

Customer Care/Helpline Services

MRB Account Holders


185

556

VP P N G E

VP P N G E

68 136 204 272 340

172 344 516 688 860

Table 14. Cleanliness of Facilities


Excellent 5 0 0

Good 4 8 32

Average 3 8 24

Poor 2 38 76

Very Poor 1 14 14

Total 68 146


Excellent 5 33 165

Good 4 72 288

Average 3 44 132

Poor 2 21 42

Very Poor 1 2 2

Total 172 629

Cleanliness of Facilities

MRB Account Holders


146

629

VP P N G E

VP P N G E

68 136 204 272 340

172 344 516 688 860

Table 15. Subsidized Schemes


Excellent 5 7 35

Good 4 18 72

Average 3 37 111

Poor 2 6 12

Very Poor 1 0 0

Total 68 230


Excellent 5 0 0

Good 4 15 60

Average 3 95 285

Poor 2 48 96

Very Poor 1 14 14

Total 172 455

Subsidized Schemes

MRB Account Holders


230

455

VP P N G E

VP P N G E

68 136 204 272 340

172 344 516 688 860

Table 16. Easy Account Openings


Excellent 5 12 60

Good 4 19 76

Average 3 25 75

Poor 2 12 24

Very Poor 1 0 0

Total 68 235


Excellent 5 45 225

Good 4 70 280

Average 3 38 114

Poor 2 18 36

Very Poor 1 1 (UBI) 1

Total 172 656

Easy Account Openings

MRB Account Holders


235

656

VP P N G E

VP P N G E

68 136 204 272 340

172 344 516 688 860

Table 17. Queue


Excellent 5 12 60

Good 4 18 72

Average 3 30 90

Poor 2 8 16

Very Poor 1 0 0

Total 68 238


Excellent 5 15 75

Good 4 40 160

Average 3 60 180

Poor 2 36 72

Very Poor 1 21 21

Total 172 508

Queue

MRB Account Holders


238

508

VP P N G E

VP P N G E

68 136 204 272 340

172 344 516 688 860

Table 18. Targeted Population

For MRB a/c holders No. of respondents

Urban 18

Semi Urban 17

Rural 33

Total 68

For Other a/c holders No. of respondents

Urban 98

Semi Urban 39

Rural 35

Total 172

26%

25%

49%

MRB

57%23%

20%

Others

Urban

Semi Urban

Rural

Only For MRB Account HolderS

Table 19. First thought about MRB Options No. of Respondents

Quality Service 0

Wide Branch Network 31

Speedy Transactions 8

Easy Accessibility 18


Total 68

46%

18%

26%

10%Quality ServiceWide Branch NetworkSpeedy TransactionsEasy AccessibilityOthers

Table 20. Recommendations


Very Likely 5 11 55

Likely 4 41 164

Neither 3 11 33

Unlikely 2 2 4

Very Unlikely 1 3 3

Total 68 259

VU U N L VL

68 136 204 272 340259

Table 21. About the statement – “MRB is working for the wellbeing of the Rural and Semi-Urban people”


Strongly Agree 5 26 130

Agree 4 38 152

Neutral 3 0 0

Disagree 2 4 8

Strongly Disagree 1 0 0

Total 68 290

SD D N A SA

68 136 204 272 340290

Table 22. Drawbacks in Services


YES 19

NO 49

Total 68

28%

72%

YesNo

SWOT Analysis:

Subsidized SchemesQueue

Targeted Population

InfrastructureService QualityATM Services

Customer Care/Helpline

ServicesCleanliness

Account Holdings

Rural & Semi Urban Focus

RecommendationsSubsidized Schemes

BrandDrawbacks

Easy Account Openings

Overall Performance

STRENGTH WEAKNESS

OPPORTUNITIES THREATS

Findings:

Account holdings in MRB is very poor

A/c holders are mostly motivated because of the Subsidized Schemes provided by the Bank

Bank focus more on the Rural and Semi Urban sections of the societyInfrastructure of the Bank branches and Services provided are below Satisfactory level

Brand of the Bank is very poor

Lacks Modern amenities like ATM, Mobile & Online Banking, Helpline Services, etc.

Lacks Clean and Healthy environment within the Bank premises

Recommendations:

Need to increase Awareness level through more Advertisement

Need to improve the Infrastructure

Urgent need for bringing in the modern amenities

Need for maintaining a Cleaner and Healthy environment

Conclusion:

MRB somehow manages to provide all the basic Banking services but lacks Modern services

Even though it focuses primarily to the Rural and Semi Urban sections of the society with several Subsidized Schemes and Policies, insufficient and improper infrastructure with unclean work environment is unacceptable.Lastly, MRB is far lagging behind as compare with the other Central and Commercial banks in Manipur. So, improvements in Services and Facilities are highly necessary

A comparative study of Manipur Rural Bank (MRB)

Marketing

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