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A PROJECT REPORT
ON
A STUDY ON CUSTOMER SATISFACTION OF SBI
Submitted in partial fulfillment of requirement for the degreeof
MBA-I SEM.
IN
MARKETING/ FINANCE/ HUMAN RESOURCES
UNDER THE SUPERVISION OF SUBMITTED BY
MR. ANIL VISHWAKARMA AADIL KHAN
TO
DEPARMTNE OF MANAGEMENT STUDIES
SWAMI VIVEKANAND UNIVERSITY, SAGAR (M.P.)
DECEMBER 2!"
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CERTIFICATE
This is to certify that Report entitled A STUDY ON CUSTOMER
SATISFACTION ON SBI which is submitted by AADIL KHAN in partial
fulfillment of the requirement for the award of degree MBA. from SVN ni!ersity
Sagar is a record of the candidate own wor" carried out my Super!ision. The matter
embodied in this report is original has not been submitted for the award of any other
degree
#ate Mentor Name
AADIL KHAN$
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DECLERATION
This is to certify that Report ent!t"e# A STUDY ON CUSTOMER
SATISFACTION ON SBI which is submitted by me in partial fulfillment of
the requirement for the award of degree MBA from SVN ni!ersity Sagar
%omprises only my original wor" and due ac"nowledgement has been made in
the te&t to all other material used.
NAM' () T*' ST#'NT
A++R(V,'# B- ( AADIL KHAN)
............................................
*.(.# / #'AN $
S0AM, V,V'1ANAN# N,V'RS,T- SA2AR
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PREFACE
+reparing a pro3ect of this nature is an arduous tas" and , was fortunate
enough to get support from a large number o persons. , wish to e&press my deep
sense of gratitude to all those who generously helped in successful completion
of this report by sharing their in!aluable time and "nowledge.
,t is my proud and pri!ilege to e&press my deep regards to Respected
*(# #r. +ramesh 2autam4 *ead of #epartment of Business Management4
S0AM, V,V'1ANAN# N,V'RS,T- SA2AR for allowing me to underta"e
this pro3ect., feel e&tremely e&hilarated to ha!e completed this pro3ect under the able
and inspiring guidance of Miss +riyan"a chourasia he rendered me all possible
help me guidance while re!iewing the manuscript in finali5ing the report.
, also e&tend my deep regards to my teachers 4 family members 4 friends
and all those whose encouragement has infused courage in me to complete to
wor" successfully.
AADIL KHAN
MBA I SEM.
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ACKNOWLEDGEMENT
+reparing a pro3ect of this nature is an arduous tas" and , was fortunate
enough to get support from a large number o persons. , wish to e&press my deep
sense of gratitude to all those who generously helped in successful completion
of this report by sharing their in!aluable time and "nowledge.
,t is my proud and pri!ilege to e&press my deep regards to Respected4
*ead of #epartment #r.+ramesh 2autam4 #epartment of Business Management4 S0AM, V,V'1ANAN# N,V'RS,T- SA2AR for allowing me to
underta"e this pro3ect.
, feel e&tremely e&hilarated to ha!e completed this pro3ect under the able
and inspiring guidance of *e rendered me all possible help me guidance while
re!iewing the manuscript in finali5ing the report.
, also e&tend my deep regards to my teachers4 family members 4 friendsand all those whose encouragement has infused courage in me to complete to
wor" successfully.
AADIL KHAN
MBA I SEM.
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CONTENTS
S.NO. PAGE
COVER PAGE
PREFACE
DECLARATION
CERTIFICATE
CHAPTER -! INTRODUCTION
HISTORY
AWARDS
RECORINISED BANKCHAPTER-2 RATIONALE OF THE STUDY
SCOPE OF THE WORK
CHAPTER-# OBJECTIVE OF THE STUDY
CHAPTER-" LITERATURE REVIEW
CHAPTER-$ RESEARCH METHODOLOGY
CHAPTER-% DATA INTERPETATION
CHAPTER-& RESULT AND FINDINDS
CHAPTER-' LIMITATION
CHAPTER- SUGGESTION
CHAPTER-! CONCLUSION
BIBLIOGRAPHY
UESTIONNAIRE
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INTRODUCTION
STATE BANK OF INDIA
The origin of the S*+* B+ 0 I1+goes bac" to the first decade of the nineteenth century
with the establishment of the Ban" of %alcutta in %alcutta on 6 7une 89:;. Three years later
the ban" recei!ed its charter and was re April 89?:$ and the Ban" of Madras 8
7uly 89?@$ followed the Ban" of Bengal. These three ban"s remained at the ape& of modern
ban"ing in ,ndia till their amalgamation as the ,mperial Ban" of ,ndia on 6 7anuary 8=68.
+rimarily Anglo
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E5*+64578*
The establishment of the Ban" of Bengal mar"ed the ad!ent of limited liability4 3oint
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B:555
The business of the ban"s was initially confined to discounting of bills of e&change or other
negotiable pri!ate securities4 "eeping cash accounts and recei!ing deposits and issuing and
circulating cash notes. Coans were restricted to Rs.one la"h and the period of accommodation
confined to three months only. The security for such loans was public securities4 commonly
called %ompanys +aper4 bullion4 treasure4 plate4 3ewels4 or goods not of a perishable nature
and no interest could be charged beyond a rate of twel!e per cent. Coans against goods li"e
opium4 indigo4 salt woollens4 cotton4 cotton piece goods4 mule twist and sil" goods were also
granted but such finance by way of cash credits gained momentum only from the third decade
of the nineteenth century. All commodities4 including tea4 sugar and 3ute4 which began to be
financed later4 were either pledged or hypothecated to the ban". #emand promissory notes
were signed by the borrower in fa!our of the guarantor4 which was in turn endorsed to the
ban". Cending against shares of the ban"s or on the mortgage of houses4 land or other real
property was4 howe!er4 forbidden.
,ndians were the principal borrowers against deposit of %ompanys paper4 while the business
of discounts on pri!ate as well as salary bills was almost the e&clusi!e monopoly of
indi!iduals 'uropeans and their partnership firms. But the main function of the three ban"s4
as far as the go!ernment was concerned4 was to help the latter raise loans from time to time
and also pro!ide a degree of stability to the prices of go!ernment securities.
O41 B+ 0 B3+4
M+
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A ma3or change in the conditions of operation of the Ban"s of Bengal4 Bombay and Madras
occurred after 89;:. 0ith the passing of the +aper %urrency Act of 89;84 the right of note
issue of the presidency ban"s was abolished and the 2o!ernment of ,ndia assumed from 8
March 89;6 the sole power of issuing paper currency within British ,ndia. The tas" of
management and circulation of the new currency notes was conferred on the presidency
ban"s and the 2o!ernment undertoo" to transfer the Treasury balances to the ban"s at places
where the ban"s would open branches. None of the three ban"s had till then any branches
e&cept the sole attempt and that too a short
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balances promised to the presidency ban"s at only their head offices were to be lodged. The
2o!ernment could lend to the presidency ban"s from such Reser!e Treasuries but the latter
could loo" upon them more as a fa!our than as a right.
B+ 0 M+19+5
The decision of the 2o!ernment to "eep the surplus balances in Reser!e Treasuries outside
the normal control of the presidency ban"s and the connected decision not to guarantee
minimum go!ernment balances at new places where branches were to be opened effecti!ely
chec"ed the growth of new branches after 89;. The pace of e&pansion witnessed in the
pre!ious decade fell sharply although4 in the case of the Ban" of Madras4 it continued on amodest scale as the profits of that ban" were mainly deri!ed from trade dispersed among a
number of port towns and inland centres of the presidency.
,ndia witnessed rapid commercialisation in the last quarter of the nineteenth century as its
railway networ" e&panded to co!er all the ma3or regions of the country. New irrigation
networ"s in Madras4 +un3ab and Sind accelerated the process of con!ersion of subsistence
crops into cash crops4 a portion of which found its way into the foreign mar"ets. Tea and
coffee plantations transformed large areas of the eastern Terais4 the hills of Assam and the
Nilgiris into regions of estate agriculture par e&cellence. All these resulted in the e&pansion of
,ndias international trade more than si&
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e&cluded from any business in!ol!ing foreign e&change. Not only was such business
considered ris"y for these ban"s4 which held go!ernment deposits4 it was also feared that
these ban"s en3oying go!ernment patronage would offer unfair competition to the e&change
ban"s which had by then arri!ed in ,ndia. This e&clusion continued till the creation of the
Reser!e Ban" of ,ndia in 8=@>.
B+ 0 B86+>
P951=> B+5 0 B3+4
The +residency Ban"s of Bengal4 Bombay and Madras with their : branches were merged in
8=68 to form the ,mperial Ban" of ,ndia. The triad had been transformed into a monolith and
a giant among ,ndian commercial ban"s had emerged. The new ban" too" on the triple role of
a commercial ban"4 a ban"ers ban" and a ban"er to the go!ernment.
But this creation was preceded by years of deliberations on the need for a State Ban" of
,ndia. 0hat e!entually emerged was a half
ended the quasi
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against authorised securities. The management of the ban" clearing houses also continued
with it at many places where the Reser!e Ban" did not ha!e offices. The ban" was also the
biggest tendered at the Treasury bill auctions conducted by the Reser!e Ban" on behalf of the
2o!ernment.
The establishment of the Reser!e Ban" simultaneously saw important amendments being
made to the constitution of the ,mperial Ban" con!erting it into a purely commercial ban".
The earlier restrictions on its business were remo!ed and the ban" was permitted to underta"e
foreign e&change business and e&ecutor and trustee business for the first time.
I8;9+4 B+
The ,mperial Ban" during the three and a half decades of its e&istence recorded an impressi!e
growth in terms of offices4 reser!es4 deposits4 in!estments and ad!ances4 the increases in
some cases amounting to more than si&
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S*+8; 0 I8;9+4 B+ 0 I1+
0hen ,ndia attained freedom4 the ,mperial Ban" had a capital base including reser!es$ of
Rs.88.9> crores4 deposits and ad!ances of Rs.6>.8? crores and Rs.6.=? crores respecti!ely
and a networ" of 86 branches and more than 6:: sub offices e&tending all o!er the country.
F95* F? Y+9 P4+
,n 8=>84 when the )irst )i!e -ear +lan was launched4 the de!elopment of rural ,ndia was
gi!en the highest priority. The commercial ban"s of the country including the ,mperial Ban"
of ,ndia had till then confined their operations to the urban sector and were not equipped to
respond to the emergent needs of economic regeneration of the rural areas. ,n order4
therefore4 to ser!e the economy in general and the rural sector in particular4 the All ,ndia
Rural %redit Sur!ey %ommittee recommended the creation of a state> and the State Ban" of ,ndia was constituted on 8 7uly 8=>>. More than a quarter of the
resources of the ,ndian ban"ing system thus passed under the direct control of the State.
Cater4 the State Ban" of ,ndia Subsidiary Ban"s$ Act was passed in 8=>=4 enabling the State
Ban" of ,ndia to ta"e o!er eight former State
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ban"ing because we touch the li!es of people anywhere in many ways. SB, commitment to
nation6=: ATMs on the ATM Networ". These ATMs are located in
868 centers spread across the length and breadth of the country4 thereby creating a truly
national networ" of ATMs with an unparalleled reach. Value added ser!ices li"e ATM locator4
payment of fees for college students4 multilingual screens4 !oice o!er and drawl of cash
ad!ance by SB, credit card holders ha!e been introduced.
INTERNET BANKING (INB)@ This on branches4
co!ering >>> centers are e&tending ,NB ser!ice to their customers. All functionalities other
than %ash and %learing ha!e been e&tended to indi!idual retail customers. A separate ,nternet
Ban"ing Module for %orporate customers has been launched and a!ailable at 8@:> branches.
Bul" upload of data for %orporate4 ,nter
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SEFT@ SB, has launched the Special 'lectronic )und Transfer S')T$ Scheme of RB,4 to
facilitate efficient and e&peditious ,nter
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SB, has bagged
the awards for
IMost +referred
Ban"J and IMostpreferred brandJ
for home Coan inCNBC A++
%onsumer
Awards in
August 6::
SBI is placedat 70th in Top1000 BanksSurvey byBankerMagazine, July007, !up "ro#107 last year$
SBI is placedat 70th in Top1000 Banks
Survey byBankerMagazine, July007, !up "ro#107 last year$
SBI ranked %thin the&cono#ics
Ti#es Market'ap (ist, !up"ro# )0 lastyear$
SBI ranked %thin the
&cono#icsTi#es Market'ap (ist, !up"ro# )0 lastyear$
Today, SBI*SBI'+ is the-o.1
syndicator o"do#estic debtin AsiaPacifcREGION.
Today, SBI*SBI'+ is the-o.1
syndicator o"do#estic debtin AsiaPacifcREGION.
-o.1 in#ergers /
+cuisitioneals !21eals o" 3S 415.6bn$
.
-o.1 in#ergers /
+cuisitioneals !21eals o" 3S 415.6bn$
.
The onlyIndian Bank
to nd aplace in theFortuneGlobal )00(ist
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SBI is No 1provider oAGRIFinance andNo. 1 inredit!in"in# oRs $.%& lacs
S'GS
SBI is No 1provider oAGRIFinance andNo. 1 inredit!in"in# oRs $.%& lacsS'GS
SBI is #arket(eader innancingSSIs 8ith a#arket shareo" 59
SBI is #arket(eader innancingSSIs 8ith a#arket shareo" 59
Readersdi#est (a)*+ GoldenA,ard orbein#a-on# tet,o -ost
trustedban"s inIndia
Readersdi#est (a)*+ GoldenA,ard orbein#a-on# tet,o -osttrusted
ban"s inIndia
p gradation of
ratings by citi
groupG Morgan
Stanley
MoodysDs S/+
p gradation of
ratings by citi
groupG Morgan
Stanley
MoodysDs S/+
@rd in the
E=8=
T85 brand
'quity Ran"ing
Top >: most
trusted ser!ice
brands in the
ser!ice sector
@rd in the
E=8=
T85 brand
'quity Ran"ing
Top >: most
trusted ser!ice
brands in the
ser!ice sector
B:555
S*+1+91 7+5
A+911 the
Best Ban"er of
the -ear Award
to Shri (.+.Bhatt
for his initiati!e
to reenergi5e theBan"
B:555
S*+1+91 7+5
A+911 the
Best Ban"er of
the -ear Award
to Shri (.+.Bhatt
for his initiati!e
to reenergi5e the
Ban"
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NN IBNnet8ork 16 hasselected shri.:..Bhatt asIndian o" the ;earBusiness 007"or sho8ing ho8
a public sectorbehe#oth can
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RATIONAL OF THE STUDY
The study is global in scope4 since many of the ris"s in!ol!ed are global or regional in nature.
)or this study4 stress is defined as a situation where pri!ate sector proponents ha!e e&ited4 or
are contemplating e&it from a pro3ect. ,nformation on stress was deri!ed from the 0orld
Ban"s +ri!ate +articipation in ,nfrastructure ++,$ dataset4 which was used as the source for
much of the data used in the estimation. This global dataset contains pro3ect
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OBJECTIVE OF STUDY
The main ob3ecti!e of this pro3ect is concerned with getting the opinion of people
regarding mutual funds and what they feel about a!ailing the ser!ices of financial
ad!isors.
, ha!e tried to e&plore the general opinion about mutual funds. ,t also co!ers whyG why
not in!estors are a!ailing the ser!ices of financial ad!isors.
Along with it a brief introduction to ,ndiaDs largest financial intermediary4 SB, has been
gi!en and it is shown that how they operate in mutual fund department
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LITERATURE REVIEW
LITERATURE REVIEW-
%ustomer satisfaction is an important theoretical as well as practical issue for most mar"eters
and consumer researchers 8:$. %ustomer satisfaction can be considered the essence of
success in todayDs highly competiti!e world of business. Thus the significance of customer
satisfaction and customer retention in strategy de!elopment for a mar"et oriented and
customer focused firm can not be o!erstated. %onsequently4 customer satisfaction is
increasingly becoming a corporate goal as more and more companies stri!e for quality intheir product and ser!ices 88$. %ustomer satisfaction is the feeling or attitude of a customer
towards a product or ser!ices after it has been used and is generally described as a full
meeting of oneDs e&pectations 86$. %ustomer satisfaction is a ma3or outcome of mar"eting
acti!ity whereby it ser!es as a lin" between the !arious stages of consumer buying beha!ior.
)or instance4 if customers are satisfied with particular ser!ice offering after its use4 then they
are li"ely to engage in repeat purchase and try line e&tensions 8@$.A study conducted by
Ce!esque and Mc#ougall 8?$ confirmed and reinforced the idea that unsatisfactory customer
ser!ice leads to a drop in customer satisfaction and willingness to recommend the ser!ice to a
friend. This would in turn lead to an increase in the rate of switching by customers.
There can be potentially many antecedents of customer satisfaction as the dimensions
underlying satisfaction 3udgment are global rather than specific 8>$. *owe!er4 some argue
that customers de!elop norms for product performance based on general product e&periences4
and these4 rather than e&pectations from a brandDs performance4 determine the confirmation
Gdisconfirmation process 8;$. More recent wor" has argued that in addition to the cogniti!e
components4 satisfaction 3udgments are also dependent upon affecti!e components as both
coe&ist and ma"e independent contributions to the satisfaction 3udgments 8$.
Researchers ha!e established some of the "ey antecedents of customer satisfaction in retail
ban"ing with respect to customer satisfaction in the competiti!e world of business as well as
the "ey antecedents to the formation of o!erall customer satisfaction 89$. The bottom line is
that organi5ations will always be attenti!e to ma&imi5ing profits and their success will be
determined by how they manage customer relationships. Mar"eting has ta"en some initial
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steps to place the customer at the center of its efforts4 such as information sharing in customer
ser!ice channels4 sales force automation and target mar"et segmentation. %ustomer
profitability management requires a multi
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RESEARCH METHODOLOGY
According to 2reen and Tall IA research design is the specification of the methods and
procedures for acquiring the information needed. ,t is the o!erall operational pattern or
framewor" of the pro3ect that stipulates which information is to be collected4 from where it is
to be collected and by what proceduresJ
This research process based on primary data analysis and secondary data analysis will be
clearly defined to meet the ob3ecti!es of the study.
, chose the primary sources to get the data. A questionnaire was designed in
accordance with our mentor in Shirts. , chose a sample of about @: corporate
customers
, collected some data from the secondary sources li"e published %ompany documents4
internet etc.
R5+9=7 D53
IA research design is the arrangement of conditions for collections and analysis of data in a
manner that aims to combine rele!ance to the research purpose with economy in proceduresJ.
,t is a descripti!e cross sectional design .,t is the conceptual structure with in which research
is conductedK it constitutes the blueprint for the collection4 measurement and analysis of data.
,t is needed because it facilitates the smooth sailing of the !arious research operations4
thereby ma"ing research as efficient as possible yielding ma&imal information with minimal
e&penditure of effort4 time and money.
,n the preliminary stage4 my research stage constituted of e&ploratory study by which it is
clear that the e&istence of the problem is ob!ious .So4 , can directly head for the conclusi!eresearch.
S+8;43 P4+
ISampling planJ is a distinct phase of research process. ,n this stage , ha!e to determine who
is to be sampled4 how large should be the needed sample and how sampling unit is to be
selected.
P;:4+*
,n my research4 , ha!e defined my population as a complete set of customers of Sagar %ity.
S+8;4 S:9?>
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As compared to census study4 a sample study has been conducted by us because ofE
0ide range of population4 it was impossible to co!er the whole population
Time and money constraints.
S+8;4 U*,n this sur!ey , too" the list of customers from the dealers of Shirts
S+8;43 T=7:
Sampling technique implies the method of choosing the sample items4 the two methods of
selecting sample areE
+robability method.
Non people
attempted all the questions. (ther ;> not in!esting in M)s attempted only 6 questions.
. S+8;4 D53
#ata has been presented with the help of bar graph4 pie charts4 line graphs etc.
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DATA INTERPRETATION
D839+;7= ;904 0 *7 =:5*895
T+64 "."(+) D839+;7=5
8. 2ender
Male ;=.=H
)emale @:.8H
2raph ?.?a$
,NT'R+R'TAT,(N
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Table ?.?b$ < Marital status
Married $.'
nmarried "'.$
(ther .&
2raph ?.?b$
,NT'R+R'TAT,(N< There are >:.9H married and ?9.>H unmarried respondent in my study.
Table ?.?c$
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Rs8::::
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?>> years 88.=H
Abo!e >> years ?.>H
2raph ?.?d$
,NT'R+R'TAT,(N< There is @6.9H4 6.:H4 [email protected].=H4?.>H respondent whose age are
below 6> years46> years4@> years4?>> years and abo!e >> years respecti!ely.
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Table ?.?e$
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2raph ?.?f$
,NT'R+R'TAT,(N< There are ?.=H4 ?>.;H4 6>.6H4 8.;H4 66.H respondent whose
occupation is *ome ma"er4 ser!ice self employed4 retired and student respecti!ely in my
study.
Table 9a$
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S+*50+=* 4?45 N:869 0 =:5*89 ;9=*+3
#issatisfied 6>H
Satisfied >:H
Mi&ed 6>H
2raph 9a$
,NT'R+R'TAT,(N< There are 6>H4 >:H and 6>H respondent who is #issatisfied4 satisfied
and mi&ed respecti!ely in SB,.
Table 9b$HSatisfied ?:H
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Mi&ed 6>H
2raph 9b$
,NT'R+R'TAT,(N< There are @>H4 ?:H4 6>H customers who is #issatisfied4 Satisfied and
mi&ed respecti!ely from the ser!ice of +un3ab National Ban".
Table 9c$
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2raph 9d$
,NT'R+R'TAT,(N< There are >.9H4 ;.?H and 8.;H customers of ,%,%, ban" who is
#issatisfied4 Satisfied and mi&ed respecti!ely by the ser!ice pro!ided by the ban". 0e can
say that the customer satisfaction in the ,%,%, ban" is much.
Table 9e$
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2raph 9e$
,NT'R+R'TAT,(N< There are 8;.;H4 ;@.@H4 and 6:.:H customers from *#)% ban" who
is #issatisfied4 Satisfied and mi&ed respecti!ely by the ser!ice of the ban".
Table 9f$
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2raph 9f$
,NT'R+R'TAT,(N< There is all o!er 6@.:H4 >=.:H and 89.:H customers from the ,ndian
ban"s who are dissatisfied4 satisfied and mi&ed respecti!ely by the ser!ice of ban"s.
The abo!e interpretation shows that the customer satisfaction le!el in +ri!ate sector ban"s ismuch compared to +ublic sector ban"s.
RESULT AND FINDINGS
At the sur!ey conducted upon 6:: people4 8@> are already mutual fund in!estors or are
interested to in!est in future and the remaining ;> are not interested in it. So there is
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enough scope for the ad!isors to con!ert those ;> participants into in!estors through their
con!incing power and great communication s"ills.
Now4 when those ;> people were as"ed about the reason of not in!esting in mutual funds4
then most of the people held their ignorance responsible for that. They lac"ed "nowledge
and information about the mutual funds. 0hereas 3ust 8: people en3oyed in!esting in
other option. )or 89 people4 the benefits arousing from these in!estments were not
enough to dri!e them for in!estment in M)s and 86 people e&pressed no trust o!er the
fund managersD decision. Again the financial ad!isors can tap upon these people by
educating them about mutual funds.
(ut of the 8@> persons who already ha!e in!ested in mutual fundsG are interested to
in!est4 only 89H ha!e sound "nowledge of M)s4 @?H people are aware of only the
schemes in which they ha!e in!ested. 6H possess partial "nowledge whereas 68H
stands nowhere in "nowledge about M)s.
@@ participants buy forms directly from the AM%s4 69 from bro"ers only4 >> from bro"ers
and sub
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fa!ored portfolio re!iew and in!estment recommendation4 followed by planning to
achie!e long term goals4 managing assets in retirement and access to specialists in area
such as ta& planning.
?6 participants regarded asset allocation as the ma3or reason for going for financial
ad!isors. @ of them needed them to e&plain them the !arious in!estment options
a!ailable.@@ of them wanted to ma"e sure that they were sa!ing enough to meet their
financial goals. 0hile 3ust 6@ ga!e the reason< lac" of time.
0hen as"ed about one reason for not a!ailing the ser!ices of financial ad!isors4 about >@
of them pointed the ad!isors as e&pensi!e. ?@ of them wished to be in control of their own
assets.68 of them said that they find it difficult to get trustworthy ad!isors. 0hereas 89 of
them said they ha!e access to all the necessary resources required.
LIMITATION
Time limitation.
Research has been done only at Sagar .
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Some of the persons were not so responsi!e.
+ossibility of error in data collection.
SUGGESTION
The most !ital problem spotted is of ignorance. ,n!estors should be made aware of the
benefits. Nobody will in!est until and unless he is fully con!inced. ,n!estors should be
made to reali5e that ignorance is no longer bliss and what they are losing by not in!esting.
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Mutual funds offer a lot of benefit which no other single option could offer. But most of
the people are not e!en aware of what actually a mutual fund isL They only see it as 3ust
another in!estment option. So the ad!isors should try to change their mindsets. Thead!isors should target for more and more young in!estors. -oung in!estors as well as
persons at the height of their career would li"e to go for ad!isors due to lac" of e&pertise
and time.
The ad!isors may try to highlight some of the !alue added benefits of M)s such as ta&
benefit4 rupee cost a!eraging4 and systematic transfer plan4 rebalancing etc. these benefits
are not offered by other options singlehandedly. So these are enough to dri!e the in!estors
towards mutual funds. ,n!estors could also try to increase the spectrum of ser!ices
offered.
Now the most important reason for not a!ailing the ser!ices of ad!isors was spotted was
being e&pensi!e. The ad!isors should try to charge a nominal fee at the beginning. But if
not possible then they could go for offering more ser!ices and benefits at the e&isting rate.
They should also maintain their decency and follow the code of ethics so that the
in!estors could trust upon them. Thus the ad!isors should try to attract more and more
persons and turn them into in!estors and finally their clients.
CONCLUSION
'!ery person does not ha!e all s"ills. Some are good at someplace but fail at another place.
So we do wor" in area where we ha!e core competence.
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www.mutualfundsindia.com
www.!alueresearchonline.com
www.moneycontrol.com
www.morningstar.com
www.yahoofinance.com
www.SB,.com
www.rediffmoney.com
J:9+45 O*79 R09=5
The 'conomic Times
Business Standard
The Telegraph
Business ,ndia
)act sheet and statements of !arious fund houses.
UESTIONNAIRE
Name of %ustomer Mobile No.
Name of the ban" and type of account
+lease answer the questions and tic" at the place that matches your opinion.A$ Mobile Ban"ing b$ Tele Ban"ing.
http://www.mutualfundsindia.com/http://www.valueresearchonline.com/http://www.moneycontrol.com/http://www.morningstar.com/http://www.yahoofinance.com/http://www.rediffmoney.com/http://www.mutualfundsindia.com/http://www.valueresearchonline.com/http://www.moneycontrol.com/http://www.morningstar.com/http://www.yahoofinance.com/http://www.rediffmoney.com/ -
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*ow would you describe your !iews about %ustomer Ser!ice Representati!esL +lease tic" in
The appropriate column.
8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied$4 specify
the Reason if not using the ser!ice
%all answering time
)lawlessGcorrect operations.
nderstanding and replying queries correctly
%ommunication s"illsGpositi!e approach
2eneral assessment about the ser!ice
B9+=7 B+3
*ow would you describe your !iews about Branch Ban"ingL +lease tic" in the appropriate
column.
8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied$
B7+?9 0 *7 5*+00
Time ta"en to process the transaction
W93 H:952eneral assessment about the ser!ices pro!ided by the branch
I*9* B+3
*ow would you describe your !iews about ,nternet Ban"ing ser!icesL +lease tic" in the
appropriate column.
8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied$4 specify
the reason if not using the ser!ice.
+age setupGMenu flow
'ase of useGna!igation
Speed of page loading
Variety of transactionsG9+4 +55558* +6:* *7 59?=
ATM Ban"ing
*ow would you describe your !iews about ATM Ban"ing ser!icesL +lease tic" in the
appropriate column.
8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied.
R+5 0 * :53 *7 59?=
ATM networ" distribution
%ontinuous ser!ice
Variety of transactions
'asy of screen use
2eneral assessment about the ser!ice
T7 ?9+44 ;9= 0 =:5*89 9+31 098 31 * 5+*50+=*9> 74 ;3 +
+==:* +> 0 0? 6+5
Scale 8
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Cess than Rs8:::: Rs8:::: years ?>> years
Abo!e >> years
>. 'ducation
Secondary *igher secondary
ndergraduate 2raduate
+ost 2raduate
;. (ccupation
*ome ma"er Ser!ice
Self employed Retired
Students