Customer Satisfaction of Rajkot Dist Coop Bank

PROJECT REPORT

ON

“CUSTOMER SATISFACTION SURVEY WITH REFERENCE TO

RAJKOT DISTRICT CO-OPERATIVE BANK LTD.

SUBMITTED BY: GUIDED BY:

1.

HEAD OFFICE

SHREE RAJKOT DISTRICTCO-OPERATIVE BANK

RAJKOT

DECLARATION

2.

The objective of the training undertaken is to get specialized knowledge in the specialized

field, which further sharpen the skill and add practicality in the specialization.

This work has not been previously submitted to any other university for any other

examination

DATE: SIGNATURE (student)

PLACE:

I,____________________ Student of ________________hereby declare that the project

work presented in this report is my contribution and has been carried out under

supervision of Professor _________________________ of

___________________________________

3.

CERTIFICATE

This is to certify that Mr. _____________________ has satisfactorily completed the project

work entitled “Customer Satisfaction survey with reference to Rajkot Dist. Cooperative

Bank” Based on the declaration made by the candidate and my association as a guide for

carrying out this work, I recommended this project report for evaluation as a part of the MBA

program of _____________________.

Place: __ _______________

Date: (Prof. ____________)

4.

PREFACE

I know that training is for the development and enhancement of the knowledge in particular

field. It can never be possible to make a mark in today’s competitive era only with theoretical

knowledge when industries are developing at global level, practical knowledge of

administration and management of business is very important. Hence, practical study is of

great importance to M.B.A. student.

With a view to expand the boundaries of thinking, I have undergone training at RAJKOT

DISTRICT CO-OPERATIVE BANK LTD. I have made a deliberate to collect the required

information and fulfill training objective.

5.

ACKNOWLEDGEMENT

To acknowledge is very great way to show your gratitude towards the persons who have

contributed in your success in one or other way.

I find words inadequate to express my gratitude to the company’s Deputy Branch Manager

Mr. R.V.PANARA for providing me an opportunity to carry out my training as such a well

reputed and leading banking company Shri Rajkot District Co-operative Bank Ltd.

At the very outset of the training I deem it is my pious duty to express my sincere thanks also

to company’s Branch Manager Mr. B.M.Sangani for his continuous guidance and supervision

and support during the training period.

I would like to thank PROF.______________________who has guided me for my project

work and provided encouragement through out my training period.


PLACE:

6.

EXECUTIVE SUMMARY

“Experience is the best teacher”. This saying has played a said the industry visit as a

part of the curriculum of the MBA program. This visit & consequent report on the student

took practically visit the industry & study real Business area.

This practical training in the MBA program develops the feeling of awareness among

the students of management studies. Along with theoretical knowledge this training has

imparted the complete education of practical world, which is the value addition in our course.

To fulfill these objectives an industrial visit & project report have becomes an important

part of the MBA program. This is to have a practical out look of the managerial aspect &

witness the function of management in real business.

I have tried my best to meet the requirement by producing report that is highly

illustrative and clearly explaining concepts that I have learnt during the training period. I have

also paid enough attention to revising and refining the discussion of major concepts customer

satisfaction in RDCBank. This project really has enhanced my practical knowledge of the

different management areas, which will be very much fruitful for me in future.


PLACE:

7.

CONTENT

Sr. No. Topic Page No.1 Introduction of Banking

Early history of banking 09The origin of word “Bank” 11Type of Bank 12

2 Introduction of Rajkot Dist. Co. Op. BankHighlights 16Board of Director 19Accomplishment of RDBC Bank 21Important designation 22Organization Chart 23SWOT Analysis 24Main fund inflow 25Fund Outflow 26Credit management 28Time wise bifurcation of advances 31Security wise bifurcation of advances 31Process of Credit 32

3 Research Methodology Problem statement and objective 40Sample design 41Research design 42

4 Data Interpretation &Analysis 43 5 Findings 766 Suggestion 787 Conclusion 798 Bibliography 809 Abbreviation 8110 Questionnaire 82

8.

Chapter – 1 INTRODUCTION OF BANKING

EARLY HISTORY OF BANKING

As early as 2000 B.C., the Babylonians has developed a banking system. There is

evidence to show the temples of Babylon were used as banks. After a period of time, there

was a spread of irreligion, which soon destroyed the public sense of security in depositing

money and valuable in temples. The priests were longer acting as financial agents. The

Romans did minute regulations, as to conduct private banking and to create confidence in it.

Loan banks were also common in Rome. From these the poor citizens received loans without

paying interest, against security of land for 3 or 4 years.

During the early periods, although private individuals mostly did the banking business,

many countries established public banks either for the purpose of facilitating commerce or to

serve the government.

However, upon the revival of civilization, growing necessity forced the issued in the

middle of the 12th century and banks were established at Venice and Genoa. The Bank of

Venice established in 1157 is supposed to be the most ancient bank. Originally, it was not a

bank in the modern sense, during simply an office for the transfer of the public debt.

10.

Again the origin of modern banking may be traced to the money dealers in Florence,

who received money on deposit, and were lenders of money in the 14th century and also in

1349, the business of banking was carried on by drapers of Barcelona.

In India, as early as the Vedic Period, banking, in most crude from existed. The books

of Manu contain references regarding deposits, pledges, policy of loans, and rate of interest.

True, the banking in those days largely mint money lending and they did not know the

complicated mechanism of modern banking.

This is true not only in the case of India but also of other countries. Although, the

business of banking is as old as authentic history, banking institutions have since than

changed in character and content very much. They have developed from a few simple

operation involving the satisfaction of a few individual wants to the complicated mechanism

of modern banking, involving the satisfaction of capital slowly seeking employment and thus

providing the very life blood of commerce.

11.

THE ORIGIN OF WORD ‘BANK’

The word ‘Bank’ itself derived from the word ‘bancus’ or ‘banque’ that is a French. There

were others of the opinion that the word ‘Bank’ is originally derived from the German word

‘back’ meaning joint for which was Italianised into ‘banco’.

STATUS WISE BIFURCATION OF BANKS

Scheduled Banks.

Non-Scheduled Banks.

Scheduled Bank

In first schedule, Government of India notifies the Primary Banks, which are licensed and

whose demand and time liability are not less than 50 crores in 1987.

Government of India notifies the Primary banks, which are licensed and whose demand and

time liability are not less than 100 crores can only qualify to be included in the second

schedule since 1993.

A bank becomes scheduled when it fulfils the followings:’ A’ grade rating from RBI Demand

and Time Liability over 100 Crores

Satisfy the RBI guidelines related to CRR and SLR As per the norms Priority Sector wise

lending Benefits of Being a Scheduled co-operative are described below: RBI would provide

Rediscounting facility at nominal rate. RBI gives remittance facility at par. The demerit of

being a scheduled co-operative bank is that the bank will not get 0.5% subsidy from RBI.

12.

The conferment of scheduled status on the banks has certain advantages like refinance

facility, directly industrial finance from Reserve Bank of India, avail of Reserve Bank of India

Remittance facility scheme, accept deposits from local bodies, quasi-government

organization, religious, and charitable institutions, guarantees and cheques issued by Banks

are accepted by Government Departments. At the same time, it casts greater responsibility on

the banks in the maintenance of books of accounts and submission of returns.

Non-Scheduled Bank

The banks, which are not applicable as per the criteria of Scheduled Banks, are called as a

Non-scheduled Banks. These are very small banks.

TYPES OF BANKS

Reserve Bank of India

Nationalize Bank

State Bank Group

Co-operative Bank

Private Bank

Foreign Bank

RESERVE BANK OF INDIA

The Hilton-young commission, appointed in 1926 has recommended the necessity of centrally

empowered institution to have effective control over currency and financial transaction in the

country. Accordingly, the Government had then passed Reserve Bank of India Act, 1934 and

13.

established the Reserve Bank of India with effect from 1st April 1935. The principal aim

behind this was to organize proper control over the currency management in the interest of

country benefits and to maintain financial stability. With this, the RBI mainly looks after the

following important functions:

To keep effective control over creation of credits and currency supply

To control the Banking transactions of Central and State Governments

To act as Central administered Authority of all other Banks in the Country.

To organize control over Foreign Currency Transaction

To assist for improvement in financial aspects of the country

Nationalize Banks

The Banking Company Act establishes it in July 1969 by nationalization of 14 major banks of

India. The sent percent ownership of the bank is of government of India.

State Bank Group

The State Bank of India was established under the State Bank of India Act, 1955, the

subsidiary banks under the State Bank of India (subsidiary Banks) Act, 1959. The Reserve

Bank of India owns the State Bank of India, to a large extent, and rest of the part is some

private ownership in the share capital of State Bank of India. The State Bank of India owns

the subsidiary Banks.

14.

Old Private Banks

These banks are registered under Company Act, 1956. Basic difference between co-operative

banks and private banks is its aim. Co-operative banks work for its member and private banks

work for earn profit.

New Private Banks

These banks lead the market of Indian banking business in very short period, because of its

variety of services and approach to handle customer, also because of long working hours and

speed of services. This is also registered under the Company Act, 1956.

Foreign Banks

Foreign Bank means multi-countries bank. In case of India Foreign Banks are such Banks, which open

its branch office in India and their head office is outside of India.

Regional Rural Banks (RRB)

Regional Rural Banks are added in Indian Banking since October 1975. The Government of

India in terms of the provision of the Regional Rural Bank Act 1976 has established these

banks. The distinctive feature of Regional Rural Bank is that through it is a separate body

corporate with the Commercial Bank, which has sponsored the proposal to establish it. The

Central Government, while establishing a Regional Rural Bank at the request of a

Commercial Bank, shall specify the local limits within which it shall operate. The Regional

Rural Bank may establish its branches or agencies at any place within the notified area.

State Bank of Saurashtra sponsors Regional Rural Banks in Saurashtra.

15.

Co-operative Banks

State Co-operative Banks

State Co-operative Bank means the principal Co-operative society in the state. The primary

objective of which is the financing other co-operative societies in the state.

Central / District Co-operative Banks

Central / District co-operative Bank means the principal co-operative society in a district, the

primary objective of which is the financing of other co-operative in that particular district.

Primary / Urban Co-operative Banks

The primary objective of principal business of which the transaction is of banking business and paid

up share capital and reserve of which are not less than rupees 100,000 and bye-laws of which do

not permit admission of any other co-operative society as a member.

16.

Chapter – 2Rajkot Dist. Cooperative Bank

RDCB - The Small Man’s Big Bank

SHRI RAJKOT DISTRICT CO-OPERATIVE BANK LTD. RAJKOT

HIGHLIGHT

(As on 31/03/2010)

Bank was registered in1959 and has commenced working in 1960.

Bank is holding business license No. RPCD – AHM –5 –C DT 14/9/1994.

Bank having 131 branches in the district.

Bank having 67 its own Branch building including head office.

72 branches having its own Safe Deposit Lockers facilities (including H.O.)

Bank having 1000+ employees as on DT. 31/03/2010

All 127 Branches + Head office are fully computerized.

Last 32 years bank is obtaining Audit class “A”.

The total deposit Rs.889.53 crores, which consist 61.67% low cost deposit.

Bank having share capital of Rs.30.71 Crores, reserve fund and other fund Rs.140.90

crores.

Total investment is Rs.471.03 crores (with building furniture& computer).

Bank has obtained loans of 317.99 crores.

Total advances o/s are Rs.731/-crores.

Bank is earning profit since its beginning .As on 31st march, 2010 after enough

provisioning the net profit was of Rs.13.50 crores.

Bank is paying maximum dividend according to provision of the act, since last 15 years.

17.

Capital risk adequacy ratio s on 31-03-2010 is 11.72%.

Since last 30 year bank is maintaining first rank in Gujarat state for the recovery

performance. as on 30th June, 2010 recovery was 99.90%.

Rate of interest on deposit are between 5% to 9.00 %.

As on year ending 2010 there is non-performance Assets were Rs.18.16 crores thus gross

NPA 2.48% and net NPA is 0.39% of total advances.

As per prudential norm bank has made provision of Rs.28.99 Crores against the

requirement Rs. 24.38 Crores for NPA principal and interest.

Bank has introduced a group P.A. insurance policy to cover the risk of Rs.1.50 lakhs for

regular loanee member of the society. Bank has paid Rs.158 lakhs out of total premium of

Rs.219 lakhs.

Bank has started to provide the medical benefit scheme for PACS member from

Dt.22/6/04 and end of this year total paid RS.24, 87,400/- to 458 kidney, stone, cancer,

brain hamrage, paralysis, heard attack patient as social obligation of bank.

Bank always doing preplanning for better recovery. Bank is arrange regular meeting at

taluka level place for the proper planning, in the presence of branch manager, inspector,

zonal officer Dy.manager, manager, local director and secretaries of the society. Rajkot

district bifurcated in five zone headed with DY. Manager zonal. Every possible effort are

mad for better and in the time 100% recovery

Bank has received five time in a raw the “best performance award” for the better

performance in the all aspect of the working at the state level along with the shield,

certificate of merits and cash prize from NABARD .

As per NABARD and G.O.I. guidelines bank has issued 1.77 Lakhs Kisan credit card.

18.

Bank is first in India for launching “Smart Kisan Credit Card” from year 2004-05 as a

addition facility to K.C.C. holder.

Total priority sector loan outstanding of Rs.603.06 Crores as on 31/3/10

Bank has issued 1,276-swarojgar credit card under NABARD’S Scheme.

There are 1,053 SHGs & SB A/c with bank branches. and bank has sanctioned loan of Rs.

0.53 Crores for 166 SHGs.

Bank is awarded for S.H.G. linkages programme for Two years.

This bank is first to launch “mahalaxami self help credit card” scheme for the members of

self help group with the motto to getting loan smoothly from the bank.

19.

BOARD OF DIRECTORS 2010

Shri Vitthalbhai Radadiya (chairman Shri)

Shri Ghanshyambhai Khattariya (Vice Chairman Shri)

Shri Vadhajibhai Boda (managing Director)

Shri Maganbhai Ghoniya(Director Shri)

Shri Dayabhai Patel(Director Shri)

Shri Arvindbhai Tagadiya(Director Shri)

Shri Chhaganbhai Sojitra(Director Shri)

Shri Gordhanbhai Ghameliya(Director Shri)

Shri Dineshbhai Bhuva(Director Shri)

Shri Hardevbhai Jadeja(Director Shri)

Shri Lalitbhai Radadiya(Director Shri)

Shri Jerambhai Patel(Director Shri)

Shri Pravinbhai Raiyni (Director Shri)

Shri Mahamad Pirjada(Director Shri)

Shri Harjibhai Ajani(Director Shri)

Shri yagneshbhai Joshi(Director Shri)

Shri Dr.balubhai Aradva(Director Shri)

Shri Nanubhai v.vaghani(Director Shri)

Shri Harichandrasinh Jadeja(Director Shri)

Shri Mansukhbhai Bhut(Director Shri)

Shri Hadabhai Radravadiya(Director Shri)

Shri B.C. Sakhiya(Director Shri)

Shri C.N.Tarapara(General manager )

COSIDERABLE POINT

o During last ten year bank has raised deposit Rs. 515 corers to Rs. 1455 Corers.

20.

o Bank having Rs. 10.1 Crore fund for shareholder, which has reached upto Rs.30.71

Crore within 10 years time span.

o Bank have Rs. 50.81 Crore reserve which has reached Rs.140.9 Crore. By doing this

bank makes very Strong financial condition.

o This bank has got “Best performance award” and prize last five year by prime

minister and finance minister.

o First bank in India, which gives credit at 5.5% on KCC and after paying tax liability of

Rs.335 lacs although net, profit Rs.775 lacs.

o Bank has also got “Decade award” and prize by state co-operative bank and by doing

99.90% Recovery bank has got first position in the state it maintains last 13 year. This

is the first bank in agriculture development bank in state.

o Bank has given KCC and smart card facility for all farmers.

o All farmers and employees got shield of personal accident assurance policy amount of

Rs. 1,50,000.

o The group member of linkage self help group can get easily credit so that bank has

start plan of “Mahalaxmi Self Help Credit Card”

o Bank also helpful in different disease likes cancer, heart attack, brain hemorrhage, by

fulfill all terms and condition.

o Bank has commercial building located in a pose area in Rajkot. any KCC holder can

stay in guest house by paying Rs.10.

o Locker facility available for 24 hours and 365 days, you can get loan of rs.100000

against gold ornament from 10 am to 10 p.m

21.

o Enhancing non-banking facility by tied up with ING VYASYA and

IFFCO TOKIO GENERAL INSURANCE CO. for getting personal life insurance and

Home insurance

o All branches have been fully computerized.

o According to RBI, bank has net NPA of 0.39 % only.

ACCOMPLISHMENT OF RDCBANK

Continuously get audit class “A” still to 31 year

For the last 13 years, 15% dividend distribute according to maximum limit of

regulation.

Continuously get “best performance award” still to last five year.

“Decade award” from apex bank (state co-operative bank) for best recovery.

NABARD gives title of “pioneer Bank”

Agriculture affiliate credit gave very liberal and very quick and 100% crop credit

by kissan credit card.

Among Banks total credit 84% for priority sector 41% for small farmers and

financial backward class.

FREQUENT CREDIT PLAN

22.

All type of credit for agriculture and agriculture development.

Credit against L.I.C/N.S.C/K.V.P AND Ornament

Credit for home loan and home renovation.

Credit for educational propose and small business.

Consumers credit for two-wheeler and home appliances.

IMPORTANT DESIGNATION

Chairman Shri: Shri Vithalbhai Radadiya

Vice Chairman Shri: Shri Ghashyambhai Khatariya

General Manager: Shri C.N. Tarapara

Managing director: Shri vaghajibhai Boda

ORGANIZATION CHART OF RDCBANK

23.

Interpretation: Organization chart of RDCBank clearly shows that it is fully systematic

as well as departmental. The specify works has been performed

according line organization. Here we can see that the flow of authority

moves up to down and responsibility moves down to up. So the

organization operate by different department

SWOT ANALYSIS

24.

General Manager

Addi. General Manager

Administration Finance Accounts Personnel Loans

Depu.admi’on Depu.finance Depu.account Depu.per’nel Depu.per’nel

Clerk Clerk ClerkClerkClerk

Strengths

Quality Based service

Reliable Consumers

Loyal Employees

Highly Trained Employees

High Commercial Building locate in reputed area

Powerful management

Employees always ready to carry challenges

Weaknesses

Weak Updating of the Web site

NIL presence outside Gujarat.

Opportunities

To explore untapped geographical areas in Gujarat.

Threats

Competitors

Unawareness of rural people

25.

MAIN FUND INFLOW (SOURCES OF FUNDS)

Owned deposit

The owned funds consisting of paid capital of the bank, reserve fund, and other reserves.

Deposits

It is sum of current deposits, fixed deposits, saving deposits, special saving deposits,

NRI deposits, inoperative deposits, etc. It is the main Cash Inflow for any institution.

Borrowings

The borrowed funds consisting of borrowings from other banks (as per some writer

deposits of various types is also part of borrowed funds), debentures offered to public, etc.

Others

Increase in current liabilities, reduction in debtors, fund from operations like net

income, depreciation, and reserves, less payment to creditors, reduction in advances,

reduction in inventories, reduction in cash, sold marketable securities, etc.

26.

MAIN FUND OUTFLOW (FUNDS USED)

CRR (Cash Reserve Ratio) with Reserve Bank Of India

The capacity of credits creation of bank is depending upon their cash flow received. To

restrict this credit creation, the reserve bank of India has directed their terms. In case of

scheduled banks and sec.18 of banking regulation act are required to maintain the cash reserve

ratio @ 6.00% and non-scheduled bank @ 3% of their demand and time liability amounts

separately. The scheduled banks are required to deposit the cash reserve ratio amount with

Reserve Bank of India while the non-scheduled banks are required to maintain separate

account for this. The Reserve Bank of India is also empowered to raise the cash reserve ratio

up to 15% only in respect of scheduled banks. It is maintained reported to RBI every

fortnight.

Demand and time liability:

Time liability is related with time like, fixed deposits

Demand liability is related with the demand like, Current deposits, inoperative deposit, and

matured fixed deposits

SLR (Statutory Liquidity Ratio)

The cash flow for regular banking transactions mainly depends upon deposit received in the

bank. The reserve bank of India therefore puts some restrictions on utilization of these

27.

amounts. The scheduled and non-scheduled banks are required to deposit 25% amount of their

demand and time liability amount in the security approved by reserve bank of India. These

securities are converted into cash and therefore they are termed as ‘liquid assets’ and 25%

amount termed as ‘liquid ratio’. The reserve bank of India is empowered to raise this liquidity

ratio from 25% to 40%. It is maintained average fortnight and reported to RBI.

Loanable Fund

Credit deposit ratio is not more than 70%.

Loanable funds means amount of money, which is applicable for lending. Three main factors

own fund, deposits, and borrowings decide it. Advances can never be more than loanable

fund.

Loanable fund is a total of:

75% of own funds

70% of deposits

100% of borrowings

Others

Purchase of fixed assets, purchase of marketable securities, addition to advances, addition to

inventories, payment to creditors, payment of dividend, etc...

28.

MEANING OF CREDIT

The word ‘credit’ is actually derived from the Latin word ‘Credere’. ‘Credere’ means to have

trust or faith. Thus ‘credit’ is directly related with trust. That is why State Ford stated that

‘Credit is nothing more than that of trust’. By this we can say that credit is a tool that is

resulted by the complete mutual trust/faith.

‘Credit creation implies a situation when a bank may receive interest simply by permitting

customer to overdraw their accounts or by purchasing securities and paying for them its own

cheque or bank may pay amount to borrower or directly to seller of goods whom against

borrower get amount’.

CREDIT MANAGEMENT

Credit management means the total process of lending start from inquiry from potential

borrower to recover the lending amount from borrower. Whenever my study is concern, credit

management in sense of banking sector is the set of activities like Except application, loan

appraisal, Shakh posting, monitoring, recovery, NPA management, etc.

FORMS OF CREDIT/ADVANCES

29.

Loan/term loan

In case of a loan a specified amount is sanctioned by the banker to the customer, who

may either draw the amount in case immediately or may like the amount to be credited to his

current account. But legally it is presumed that he has withdrawn the amount from the bank

and deposited it in his current account. He is required to pay interest on the full amount from

the date of sanction. A loan may be repayable in installments or in lump sum.

Cash credit

Cash credit is the main method of lending in India and accounts for above 70% of

total bank credit. Under the system, the banker specifies the limit, called the cash credit limit

for each customer, up to which the customer is permitted to borrower against the security of

tangible assets or guarantees. The customer withdraws from his cash credit account as and

when requires the funds and deposits any amount of money, which he finds surplus with him

on any day. The cash credit amount is thus an active and running account to which deposits

and withdrawals may be affected frequently. The customer is required to provide tangible

assets as security to cover the amount borrowed from the banker. The borrower is charged

interest on the actual amount utilized by borrower and for the period actually utilized only.

Overdrafts

When a current amount holder is permitted by the banker to draw more than what

stands to his credit, such an advance is called an overdraft. The banker may take some

30.

collateral security or may grant such advance on the personal security of the borrower. The

customer is permitted to withdraw the amount as and when he needs it and to repay it by

means of deposit in his account as and when it is feasible for him. Interest is charged on the

exact amount overdrawn by the customer and for the period of its actual utilization

Bills Purchase

The Banker credits customer’s account with the amount of the bill after deduction his

charges. As the demand bills are repayable on demand and there is no maturity, the banker is

entitled to demand their payment immediately on presentation before of drawee. Their

practice adopted in the case of demand bills, is known as purchase of the bills.

Bills Discount

In case of bills discounting, a bank credits the amount of the bill to the drawer’s account

before the realization of the bill and thus lends its funds to him after deduction his charges.

The bills purchased and bills discounted by a bank are, therefore, shown in its balance sheet

as part of loans and advances. In case of a bill maturing after a period of time maximum for

180 days in RDCB, the banker retains the bill for that period and realizes the amount of bill

from the drawee on its due date. This practice is called discounting of the bill.

Bank Guarantee

It is a contract to perform the promise or discharge the liability of a third person in

31.

case of his default. In case of guarantee, Bank is taking responsibility to pay the amount to

seller if buyer will not pay amount in time.

32.

TIME WISE BIFURCATION OF ADVANCES

- Short-term Finance : Up to 26 months

- Medium-term Finance : 26 to 66 months

- Long-term Finance : Above 66 months

SECURITY WISE BIFURCATION OF ADVANCES

Secured Finance / Advances:

Secured Advances are those advances, which provide absolute safety to the Banker by means

of a charge, created on the tangible assets of the borrower in favor of the Banker. In such

cases, the Banker gets certain rights in the tangible assets over which a charge is created. A

Secured Loan or Advance means a loan or advance made on the security of assets, the market

value of which is not at any time less than the amount of such loan or advance.

Unsecured Finance / Advances:

Unsecured Loan or Advance means a loan or advance, which are not secured, this types of

advances is not preferable for any banking institutions.

33.

PROCESS OF CREDIT

Inward application

A customer seeking an advance is required to submit an appropriate application form. There

are different types of application forms for different types of advances available. The

information furnished in the application covers, inter alias, the following: name and address of

the borrower and his establishment, the details of borrower’s business, the nature and amount

of security offered. The application form has to be supported by various ancillary statements

like the financial statements and financial projections of the firm. A separate inquiry

department is set under the loan department. Here, different types of application forms are

available and collect process charge from borrower; application is accepted and entered into

computer.

Shakh report

This is one of the strangest facility of RDCB compare with other co-operative banks in Rajkot

district because of its computerization. This facility provides bank to total ‘kundali’ of the

borrower related to dealing with bank not only as a borrower but also as partner, as a director

also as a guarantor and same detail of the guarantor also and also about all the types of loans,

which are already paid up, which are overdue, which are running and also about past

performance of particular.

34.

Advocate report

Bank through its legal department’s staff in two matters prepares advocate report mostly,

which are given below:

In case of land and building loan

Before equitable of immovable property as a security

When the bank prepares advocate report, bank charges some amount from borrower.

Branch turn over report

This report mostly prepare in case of cash credit review/renew, is also known as a branch turn

over report. This report presents:

Performance of borrower with the branch in previous year

Debit-credit transaction of borrower,

Submission of stock statement,

Payment of interest

Last outstanding balance

Processing of application/loan report

The application is processed by the clerical staff and checked and passed by senior loan

officer and monitoring by loan manager. The preliminary involves an examination of the

following factors:

Ability, integrity, and experience of the borrower in the particular business

General prospects of the borrower’s business

35.

Purpose of advance

Requirement of the borrower and its reasonableness

Adequacy of the margin

Provision of security

Period of payment

And prepare the appraisal report for committee approval

Inspection report

Before presenting appraisal report against the committee, bank sends his field

officer/inspection officer to on site inspection. The situation which created by borrower by

providing information of his business to bank is it fact or not? After the inspection report, this

application is ready for putting against the loan committee of the bank. Inspection varies

according to the various loans. For e.g.

In case of cash credit he personally visits the business site and verifies the original

books of accounts with that of submitted books of accounts. He verifies the real stock with the

stock mentioned if any difference is found it is clearly mentioned in the report.

In case of housing loan inspection officer visits the place and check whether the

building is really in existence or not, whether the construction is as per the statical figure

provided to him and plan is as per sanctioned by the municipal corporation.

Committee approval and terms and conditions

Once the application is duly processed, it is put for sanction to the appropriate authority.

Here appropriate authority means various loan committees, standing committee and board of

36.

directors. Loan manager is a sanctioning authority only in case of review of cash credit

facility. Types of committee and its lending powers are given below:

If appropriate authority gives sanction, along with the sanction of advance the bank

specifies the terms and conditions applicable to the advance. These usually cover the

followings:

The amount of loan or maximum limit of the advances

The nature of the advances

The period for which advance is valid

The rate of interest applicable to the advance

The primary security to be charged

The insurance of the security

The detail of collateral security, if any, to be provided

The margin to be maintain

Other restrictions or obligations on the part of the borrower

37.

Name Of Committee

1.Board of directors

2. Standing committee

3. Reconsideration committee

4. Loan committee (Rs.500001 to 1000000)

5. Loan committee (Rs.300001 to 500000)

6. Loan sub-committee/1 (Rs.150001 to 300000)

7. Loan sub-committee/2 (Rs.75001 to 150000)

8. Loan sub-committee/3 (Up to Rs.75000)

9. Loan sub-committee/4 (Up to Rs.5,000)

10. Committee for loan against immovable property/1 (Rs.2,50,001 to 5,00,000)

11. Committee for loan against immovable property/2 (Rs.1,50,001 to 2,50,000)

12. Committee for loan against immovable property/3 (Rs.25,001 to 1,50,000)

13. Committee for loan against immovable property/4 (Up to Rs.25,000)

14. Recovery committee/1 (more than Rs.3,00,000)

15. Recovery committee/2 (Rs.1,50001 to 3,00,000)

16. Recovery committee/3 (Up to Rs.1,50,000)

38.

It is common banking practice to incorporate important terms and conditions on a stamped

security document to be executed by the borrower. Rate of stamp duties are given follows:

Demand promissory note : Rs. 1

Letter of guarantee : Rs. 60

*Agreement letter Up to 5,00,000 : Rs. 50

(Letter of lien) Above 5,00,000 : Rs. 2/thousand

Letter of pledge : Rs. 50

Letter of continuity : Rs. 50

Agreement letter for Cash credit/Overdraft

Up to 5,00,000 : Rs. 110

Above 5,00,000 : Rs. 2/thousand

Maximum limit of stamp duty is Rs. 2,00,000

*Agreement letter is in case of vehicle loan, security loan, bills purchase, bills discounting,

guarantee, education loan, etc.

Equitable Mortgage And Equitable Extension

When the loan is sanctioned with condition that to put the real document as a mortgage in

security (prime/collateral), it is must that to make the equitable mortgage of the property.

Some time a property which given in mortgage by borrower is already put before the bank in

case of other loan as a security at that time equitable mortgage is already done by party so

there is no need of equitable mortgage again but the equitable extension is only needed.

Equitable mortgage on non-judicial stamp paper

39.

Amount of sanctioned loan loan of non-judicial stamp paper for equitable mortgage

Up to 15,00,000 1/2% of sanctioned loan

Above 15,00,000 1% of sanctioned loan OR Rs. 1,00,000

(Whichever is less)

Make/sign document

This application is now in the document department, document department take signature of

loanee and guarantors in specimen card and also on the sanction letter to seat beside and

verify all the documents. Types of documents are discussed in each type of loan separately.

This process is last for borrower, after this loan is sanctioned. No formality is remaining at the

borrower side.

Open account

Now loan is sanctioned, all formalities are completed. So bank is giving your amount of loan

either by credited in your account or pay the amount to the party, whose quotation is provided

by borrower to bank. Bank opens your account with himself to get the actual transaction

between bank and borrower.

Insurance posting

40.

It is must for loanee to insure the property or equipment, which is hypothecated with the bank

against loan as a security. This policy is assigned in favor of bank, which is also required. In

case of immovable property or new purchase of machinery, equipment, etc. insurance of same

amount and in case of old machinery, goods stock, etc. twice of the price insurance is needed.

In case of education loan, the life insurance of student is required. Shakh department is

posting it in borrower’s account.

Record department – filing

Now total process is over and whole documents are need filing for bank record. Record

department does this work. Record department file the documents and store it to proper place.

41.

Chapter – 3 Research Methodology

PROBLEM STATEMENT

As there are hundreds of customers of R.D.C.BANK.LTD. So it becomes compulsory

to know their level of satisfaction.

And company can also have idea about the improvement, which is to be brought in

company’s service.

RESEARCH OBJECTIVE

To check out the customer’s satisfaction level about the account they are using.

To improve the Banking as well as management queries where the customer are not

satisfied.

To find out the loopholes where the bank is lacking behind in financial aspects.

42.

SAMPLING DESIGN

Sampling design is one of the most important aspects where the design must be appropriate in

order to have the desired result. Sampling design includes various aspect and they are as

follows:

Sampling Area : RAJKOT DISTRICT

Sample Population : EXISTING CUSTOMER

Sample Size : 150

( According to my convenience )

Sample design : Exploratory Data

Methods:

The method used in the research (survey) is of convenience type as we are unaware about the

results. It can be either of the side. It is under area of Rajkot under which we have to conduct

the research.

The research is based on convenient sampling. In which we made strata according to the

customers and Account and then are selected according to my convenience.

43.

RESEARCH DESIGN

Research : Conclusive

Data Source : Primary data

Research Method : Survey Method

Research Technique : Questionnaire

Type of Questionnaire : Structured

Type of Questions : Closed & Open ended Questions

No of Questions : 19

Place : RAJKOT DISTRICT

Data Collection

Primary Data : First hand information will be used thorough Questionnaire survey which

are considered under primary data.

Secondary Data : As for the pictures and the graph it had been under the Banking

related magazines and while for the financial information it was founded from the Annual

Report 2009-2010.

44.

Chapter – 4Data Analysis and Interpretation

TO MEASURE SATISFACTION LEVEL OF THE RDCBANK CUSTOMER.

Demographic Profile: Age:

Group of Age Respondents

less than 30 year 32

30-35 year 20

35-45year 30

more than 45 year 18

Total 100

Group Of Age

32

20

30

18

less than 30 year

30-35 year

35-45year

more than 45 year

Findings:- From the survey we have found out that the proportion of less the 30 year is

32%and 30%of 35-45 Age group people along with RDCBank

45.

Recommendation: here we can see the proportion of less than 30 year is high compare to all

so, bank have introduce the special scheme for who lying under 30 year because it is help full

to attract mid adult.

Gender:

FINDINGS : here we can see that proportion of female is very less compare to male so, male

accountholder significantly deal with bank.

RECOMANDATION: figure of male and female very disturb it is not shows balance

between them so; banks have introduced some special scheme for women, which is attractive

for women.

46.

Occupation:

Occupation wise Bifurcation

18

12

2224 24

0

5

10

15

20

25

30

Student Profession Business Employed Other

Occupation

Re

spo

nd

en

ts Student

Profession

Business

Employed

Other

FINDINGS: in this question 24 respondents employed which is first highest and than second

highest business people and also 24 respondents are lying in miscellaneous.

RECOMANDATION: Student, Porfession, Business, Employed&Other so in other 24

respondents are including among them most of the farmer, shepherd& small worker who are

taking avail of Smart Kissan Credit Card, Farmers Club And Medium term agriculture and

those all are occupied in ruler area so bank have lives day to day content and inform to them

Occupation Respondents

Student 18

Profession 12

Business 22

Employed 24

Other 24

47.

by regularly corresponding the new introduce scheme. And also regularly doing arrangement

of seminar as well meeting, which is helpful to remove ambiguity.

Monthly Income:

Monthly Income

15

48

28

9

0

10

20

30

40

50

60

lessthan7500

7501-12500 12501-20000

More than20000

Income Margine

inco

me

less than7500

7501-12500

12501-20000

More than 20000

FINDINGS: the chart of monthly income clearly shows that most of the customer are

including in 7501-12500 slab. It is almost near by 50% follows by 12501-20000.

RECOMANDATION: Here we can suggest that most of the customer of bank is comes from

middle class.so, bank should always target the middle class. By introducing attractive scheme,

Monthly income Responses

less than7500 15

7501-12500 48

12501-20000 28

More than 20000 09

48.

subsidy at lower cost, credit at low rate. By doing these activity it is directly helpful to

expanding the market share.

(1) Since how long you are using this Bank?

Year Respondent0-3 year 123-6 year 426-9 year 25more than 9 year 21

12

42

25 21

05

1015202530354045

Number of Respondent

0-3 year3-6 year6-9 year morethan 9year

year

Attechment with bank

0-3 year

3-6 year

6-9 year

more than 9 year

Interpretation: as we have seen that the Graphical representation clearly shows that 12

customers with bank till to less than 3 year,42 customer with bank till to

less than 6 year,25 customer with bank till to less than 9 year and 21

customers with bank more than 9 year.

49.

(2) View according to preference after considering Overall performance under given bank.

Interpretation: Consideration of the allover performance of give bank .we can see that

response of the existence customer clearly specify that people along with

bank satisfied through the performance of the bank because 41

respondents gave positive response toward RDCBank.

Name of bank Responses

ICICI 10

HDFC 15

RDCB 41

AXIS BANK 15

KOTAK MAHINDRA 6

NAGARIK SAHAKARI BANK 13

Miscellenious banks

1015

41

15

613

05

1015202530354045

ICIC

I

HD

FC

RD

CB

AX

IS

KO

TAK

MA

HIN

DR

A

NA

GA

RIK

SA

HA

KA

RI

BA

NK

Name of bank

Re

spo

ns

e

50.

(3)Which of the following type of Account do you use?

Scheme Level of Satisfaction

Low Medium High

Current Acco. 6 7 5

Saving Acco. 14 24 23

Fixed Deposit 5 6 10

Question: Dose there any relation between different account which introduce by bank

and Level of satisfaction?

NULL HYPOTHYSIS:

= There is no relation between scheme and satisfaction level

=There is direct relation between scheme and satisfaction level

Observed Data:

Scheme Level of Satisfaction Total

Low Medium High

Current Acco. 6 7 5 18

Saving Acco. 14 24 23 61

Fixed Deposit 5 6 10 21

Total 25 37 38 100

Expected Data:


51.

Low Medium High

Current Acco. 4.5 6.66 6.84 18

Saving Acco. 15.25 22.57 23.18 61

Fixed Deposit 5.25 7.77 7.98 21

Total 25 37 38 100

=0.5+0.0173573+0.49497+0.102459+. 001397756

+0.0126190+0.40320+0.811328+0.09

=2.1316

Significance level -- 5% and Degree of

freedom =(R-1)(C-1)

= (3-1) (3-1)

= 4

So, rejected the null hypothesis

Interpretation: here we can interpret that no relation between the schemes introduce by

the bank and level of satisfaction because it prove by the testing so, null

hypothesis reject.

52.

ANOVA ANALYSIS

Which of the following type of Account do you use?

NULL HYPOTHESIS: there is no significance different between the account and

satisfaction level

Two Way Classifications:


Low Medium High

Current Acco. 6 7 5 18

Saving Acco. 14 24 23 61

Fixed Deposit 5 6 10 21

Total 25 37 38 100

= 36+49+25+-----------------36+100 = 1572

= 3438

= 4486


Low Medium High

Current Acco.

6 7 5

Saving Acco. 14 24 23

Fixed Deposit

5 6 10

53.

Corrector Factor =

= = 1111.11

SST(total sum of square)=

= 1572-1111.11 = 460.88

SSR(Sum of Squares Between Row)= -

=

= 1146-1111.11 = 34.89

SSC(Sum of Squares between Columns)=

= 384.2233SSE(Sum of Squares between Residuals)= SST-SSR-SSC = 460.68-34.89-384.2233 = 41.5667

Sources Degree of Freedom

Sum of Squares Means of Squares Variance

SSR h-1=3-1=2

34.89

SSC K-1=3-1=2

384.2233

SSE (h-1)(k-1)=4 41.5667

SST n-1=8 460.88

Between rows (account)

54.

Table value, 5% significance level and (2,4) degree of freedom F=6.9443 so

table value is more than calculate value so we conclude that the account scheme of

satisfaction do not differ significantly.

Between Columns (satisfaction level)

18.4905 Table value, 5% significance level and (2,4) degree of freedom F=6.9443

so table value is less than calculated values so we conclude that satisfaction level of account scheme

do not differ significantly.

(4) Which service are regularly use?

55.

Service Responses

Current&saving Deposit 38

Recurring Deposit 14

Term Deposit 19

Demand Draft Facility 19

Out Station Cheque Facility 5

Letter of Credit 5

Interpretation: Among the existence customer most of them are regularly use service

current & saving Deposit service in terms of percentage 38% and it

follow by Demand Draft Facility & Term Deposit.

(5)Reason for using above service: -

56.

Different Service

55

14

19

19 38

Current&saving Deposit

Recurring Deposit

Term Deposit

Demand Draft Facility

Out Station ChequeFacility

Letter of Credit

Interpretation: reason for using the service most appropriate reason behind convenient

than Availability than bank charges and rate of interest so we can says

that people are use the banking service according to convenient so bank

charge, rate of interest and availability which is least concern.

Reason for using service responseBank Charges 19Rate of Interest 18Convenient 35Availability 28

57.

Reason for Using Service

19 18

3528

0

5

10

15

20

25

30

35

40

Bank Charges Rate of Interest Convenient Availability

Reason

Re

spo

nse

s

(6) Are you investing excess money in fixed deposit?

Responses RespondentYes 76No 24

Interpretation: Here we can interpret that among 100 customer 76 percent are invest

money in fixed deposit. So fixed deposit account is the best option to invest

the money. we also interpret that people where satisfied with rate for fixed

deposit.

58.

User of Fixed Deposit

Yes, 76

No, 24

(7) If yes then in which scheme you have avail of?

Interpretation: Among 100 Respondents 76 Respondent are interesting to invest money in

fixed deposit and 23 people are invest in between 1 to 3 Year9.00%.in

terms of percentage

= 30.2632%

Time wise rate of interest Respondents15-45 days rate 5.00% 3

46-90 days rate 5.50% 8 91-179 days rate 7.00% 10

180-1year rate 7.50% 18 Between 1 to 3 year 9.00% 23

3-5 year rate 9.50% 10 5-10 year rate 10.10% 4

Total 76

59.

Fixed Deposit Scheme

3

810

18

23

10

4

0

5

10

15

20

25

15-4

5da

ys r

ate

91

-179

B

etw

een

5-

10 y

ear

Rate of Interest

Re

spo

nd

en

t

15-45 days rate5.00%

46-90days rate 5.50%

91-179days rate 7.00%

180-1yearrate 7.50%

Between 1to 3 year 9.00%

3-5 yearrate 9.50%

5-10 yearrate 10.10%

(8) Have you use any kind facility of Credit?

Yes [65] No [35]

Interpretation: Here 65 customers are take benefit of credit facility and 35 people are

refused. most of credit taker are farmer, small worker, and small

businessman.

60.

User Of Credit Facility

yes65%

No35%

(9) If yes then which kind of facility are you use?(credit facility)

Vehicle loan [18]

Bank overdraft [08]

Cash Credit [14]

Bill of Payment [10]

Bank Guarantee [15]

Interpretation: 65 respondent are take avail of credit facility 18 customer take credit for

vehicle loan,15 take bank guarantee,14 cash credit and 8 bank overdraft.

61.

User of Credit Facility

1510

148

18

02468

101214161820

Vehicle loan

Bank

overdraft

Cash Credit

Bill of

Payment

BankGuarantee

Type of Credit

Cre

dit

ho

lde

r

(10) Are you take subsidy from RDCBank?

Yes [56] No [44]

Interpretation: 56 customers take subsidy from bank.

62.

Subsidyholder

56

44 Yes

No

(11) If yes than specify which facility of subsidy are take? ( Subsidy)

Type of Subsidy Subsidy holder

Medium term Agriculture Loan. 4

Annual Credit Plan 10

Self Employment Credit Card 16

Self Help Group-Bank Linkage Programme 12

Farmers Club 4

Smart Kissan Credit Card 10

63.

Type of Subsidy

4

10

1612

4

10

Mediumterm Agriculture Loan.

Annual CreditPlan

SelfEmployment Credit Card

Self HelpGroup-Bank LinkageProgramme

FarmersClub

SmartKissan Credit Card

(12) Level of satisfaction according your Bank charges: -

Opinion about Bank Charges

Level of SatisfactionLow Medium High

Low 5 6 8Moderate 8 20 31High 11 6 5

Question: Dose there any relation between opinion about bank charges and

Level of satisfaction?

NULL HYPOTHYSIS:

= There is no relation between Bank Charges and satisfaction level

=There is direct relation between Bank Charges and satisfaction level

Observed Data:

Opinion about

Bank Charges

Level of Satisfaction Total

Low Medium High

Low 05 06 08 19

Moderate 08 20 31 59

High 11 06 05 22

Total 24 32 44 100

Expected Data:


64.

Opinion about

Bank Charges

Low Medium High

Low 4.56 6.08 8.36 19

Moderate 14.16 18.88 25.96 59

High 5.28 7.04 9.68 22

Total 24 32 44 100

= 0.042456+.001053+0.01550+2.679774+0.066440+0.978489+6.19667+0.1536

=2.2625

Significance level -- 5% and Degree of freedom =(R-1) (C-1)

= (3-1) (3-1)

= 4


Interpretation: here we can interpret that bank charges, which is significantly, impact on

satisfaction level because it prove by the testing so, null hypothesis

65.

reject. we can also says that when the customer select the bank at that

time bank charges consider.

66.

(13) Level of satisfaction according to your Account

Scheme Option Level of Satisfaction

Low Medium High

Inadequate 7 6 5

Convenient 7 20 35

More Convenient

5 5 10

Question: Dose there any relation between Scheme and Level of satisfaction?

NULL HYPOTHYSIS:

= There is no relation between Scheme option and satisfaction level

=There is direct relation between Scheme option and satisfaction level

Observed Data:

Scheme Option Level of Satisfaction Total

Low Medium High

Inadequate 07 06 05 18

Convenient 07 20 35 62

More Convenient 05 05 10 20

Total 19 31 50 100

Expected Data:

67.

Scheme Option Level of Satisfaction Total

Low Medium High

Inadequate 3.42 5.58 9 18

Convenient 11.78 19.22 31 62

More Convenient 3.8 6.2 10 20

Total 19 31 50 100

= 3.74748+0.0316129+1.7778+1.9396+0.03154+0.1290+0.3789+0.232270

=8.2683

Significance level -- 5% and Degree of freedom =(R-

1) (C-1)

= (3-1) (3-1)

= 4


Interpretation: here we can interpret that there relation between Scheme opinion and

levels of satisfaction because it proves by the testing so, null hypothesis reject.so, concluded

that the scheme opinion gives positive which direct helpful to satisfaction.

68.

(14)Opinion about Availability, service& Response of Employees

Opinion about Availability, service& Response of Employees

Level of Satisfaction

Low Medium High

Excellent 6 5 9

Good 8 22 17

Moderate 5 6 5

Poor 6 6 5

Question: Dose the availability, Service&Response of Employees Could impact on Level of

Satisfaction

NULL HYPOTHYSIS:

= The availability, Service & Response of Employees Could not impact on Level of

Satisfaction

= The availability, Service & Response of Employees Could impact on Level of

Satisfaction

69.

Observed Data:

Expected Data:Opinion about Availability,

service& Response of

Employees


Low Medium High

Excellent 06 05 09 20

Good 08 22 17 47


Poor 06 06 05 17

Total 25 39 36 100

Opinion about Availability,


Employees


Low Medium High

Excellent 06 05 09 20

Good 08 22 17 47


Poor 06 06 05 17

Total 25 39 36 100

70.

=0.2+0.3590+0.45+1.1968+0.7348+.0004+0.25+0.0092+0.10028+0.7206+0.05986+0.2050

=4.2859

Significance level -- 5% and Degree of freedom =(R-1) (C-1)

= (4-1) (3-1)

= 6


Interpretation: here we can interpret The availability, Service & Response of Employees

Could impact on Level of Satisfaction. So, we can conclued that availability, service and reply

of employees and level of satisfaction direct positive relation.

71.

(15) Are you satisfied with available service of Banking?

Yes [76] No [24]

Interpretation: After tanking 100 sample surveys we can conclude that 76 customer give

positive reply for banking service. So more than 75% customer satisfied

and they will continue with

72.

Satisfaction Responnse for Banking service

76

24

Yes

No

(16) Have you used the locker facility?

Yes [30] No [70]

Interpretation: Here we clearly see that very less customer are uses the locker facilities it

is near by 30 percentages .So bank have necessarily inform to customer for

use the facility.

73.

Locker User

Yes30%

No70%

(17) Are you satisfied with RDCBank?

Yes [80] No [20]

Interpretation: 80Out of 100 give favorable response toward RDCBank After considering

the overall performance, facility, service, and different schemes.so, existing

most of customer are satisfied.20% are not satisfied with the bank so those

customer may go other bank.

74.

Satisfaction toward RDCBank

Yes80%

No20%

(18) Mention problems faced by you from RDCBank Services: -

Customer define the problems most them facing the problem of

Absence of core banking facility

Absence of ATM facility.

Absence of E-banking facility

It is just available in Rajkot district area.

Procedure for cheque clearance is very time taking process.

So, we can conclude that most of customer want to facility of ATM, core banking

facility, e banking facility but it is might be not possible because the most of the branches

are situated in Rajkot district rural area where not available facility of inter net and it is very

costly so, it may burden for the bank which inversely impact on profit.

75.

(19) Will you continue with RDCBank? `

Yes [74] No [26]

Bank Selection

74

26

0 10 20 30 40 50 60 70 80

Yes

No

Cus

tom

er R

eply

Respondent

Yes No

Interpretation: 74 customers will continue with bank and 26 customer’s moves to other

bank. Among 26 Customer refused most of them want to join with

bank of Baroda, Punjab National bank, State Bank of India and unit trust

bank of India.

76.

Chapter – 5

Findings

From the survey I have found out that mid adult people significantly deal with banks

According to sex-68% are mail and 22% are female deal with bank.

Students, farmers, employed, profession people are the regular customers of the bank.

Qualification level of existing customer most of them graduate and higher secondary.

The existing customer most of them come from meddle class or laying under 7501 to

12500 proportional approximately 50%.

Most of respondent have using this bank less then six year.

The quality of different services meeting the customer’s requirement nobody was in

opinion of filling bed quality this shows that the quality of RDC Bank services is up to

the mark.

Customers also satisfied with bank performance after considering overall

performance.

Most of customers have a saving account with moderate satisfaction.

Current and saving deposit, recurring deposit and terms deposit they are regularly use

but current and saving deposit most frequently using service.

Bank charges, rate of interest, availability and convenient these are the major causes

for using the service but convenient most frequently reply of 35 out of 100.

On the basis of survey I found that 76% are interesting to invest in fixed deposit.

76% customers are fully satisfied in term of service and 24% give negative response.

77.

Almost all customers getting their complains properly handed by the company no way

in negative opinion or having bad experience.

78.

Chapter – 6 Suggestion

When the survey was conducted it was also asked for any suggestion for improvement

for RDC Bank models. I have found out some suggestion for the bank through survey.

They are as follow.

The bank should focus more on its bank charges strategy for its loyal and regular as

well as other customers. Bank charges rate should be competitive and economic.

No doubt most of the customers are happy with the banking services but still some of

them of the customers are not satisfied with the banking services. Thus and immediate

action is required to find the causes for such event and appropriate action should be

taken.

The company should send their sales executive person in personal to meet the

customers and take their reviews and make the customers aware about recent

development in service and other policy change. In this way they even influence the

decision of the customers to reuse the service. This will also provide the company with

the specific needs of the customers and so they can make improvement in the service.

This will also lead to batter customer relationship and loyalty of the customers.

There is an immediate need of improvement the complaint handling system. System

of the bank, regular feedback from the customers, regular conduct the survey from the

customers will again help them to take strategic decision.

79.

Chapter – 7 Conclusion

After conducting the survey for RDC Bank and staying with this bank for a period of 8

weeks I concluded that it is almost the highly developing bank with great potential. Account

depart is operate well but still there is a requirement of skill full staff.

Quality wise its services are well accepted. This is one of the most advantageous and

prestigious achievements of RDC Bank.

Through the survey done, I have found that models which are their in the market of

RDC Bank are giving best service to with customer and also have good amount of market

share in Rajkot district.

If we take out and average most of customers are satisfied with the overall

performance of RDC Bank as practical knowledge has got large difference in compare to

theoretical here the scenario total different.

I felt that my purpose of training have been solved as I was given well support and

guide lines without hesitation from employees and they shows keen interest in my work. That

ultimately resulted in to well managed and real research study.

80.

Chapter – 8 Bibliography

Sites

www.capitaline.com

www.investopedia.com

www.wikipedia.com

www.themanagementor.com

www.planwere.com

www.rdcbank.in

Magazines

Business world

RBI bulletin

Books

Financial Management – I M Pandey

Human Resources Management – Ahwathappa

Marketing Management – Kotler & Kelvin

Business statistics -- S.P.Gupta&M.P.Gupta

Annual Reports: RCBank Report 2009-2010

81.

http://www.planwere.com/

http://www.themanagementor.com/

http://www.wikipedia.com/

http://www.investopedia.com/

http://www.capitaline.com/

Chapter – 09 Abbreviation

K.P.V.- Kissan Vikas Patra

K.C.C- Kissan Credit Card.

PACS- Primary Agriculture Society

NSC.- National Saving Certificates

JPA-Janta Personal Accident Policy.

SLR-statutory Liquidity Rate.

82.

Chapter – 10 Questionnaire

TO MEASURE SATISFACTION LEVEL OF THE RDC BANK CUSTOMER IN RAJKOT DISTRICT REGION.

Demographic Profile

Name: _______________________________ Age: Less than 30 Year 30-35 Year 36-45 Year More Than 45 Year

Sex: Male Female

Occupation: Student Profession Business Employed Other If other then mentioned it ___________________

Qualification: Up to 10th Standard Up to 12th Standard Graduation Post Graduation

Monthly Income:

Less than 7500 7501 – 12500

12501 – 20000 More than20000

83.

(1) Since how long you are using this Bank?

0-3 Year 3-6 Year

6-9 Year More than 9 Year

(2) Give your view according to preference after considering

Overall performance under give bank.

ICICI

HDFC

RDCB

UTI

KOTAK MAHINDRA

NAGARIK SAHAKARI BANK

(3) Which of the following type of Account do you use?


Low Medium High

Current Acco.

Saving Acco.

Fixed Deposit

84.

(4) Which service are regularly use?

Current & Saving Deposits

Recurring Deposits

Term Deposits

Demand draft facility

Out station cheque collection facility

Letter of credit facility

(5) Reason for using above service: -

Bank Charges Rate of Interest

Convenient Availability

If other then clarify it. ______________________

(6) Are you invest excess money in fixed deposit?

Yes No

(7) If yes then in which scheme you have avail of?

15-45 days rate 5.00%

46-90 days rate 5.50%

91-179 days rate 7.00%

180-1year rate 7.50%

Between 1 to 3 year 9.00%

85.

3-5 year rate 9.50%

5-10 year rate 10.10%

(8) Have you use any kind facility of Credit?

Yes No

(9) If yes then which kind of facility are you use?

Vehicle loan

Bank overdraft

Cash Credit

Bill of Payment

Bank Guarantee

Other

If other then clarify it .

(10) Are you take subsidy from RDCBank?

Yes

No

(11) If yes than specify which facility of subsidy are take?

Medium term Agriculture Loan.

Annual Credit Plan

Self Employment Credit Card

Self Help Group-Bank Linkage Programme

86.

Farmers Club

Smart Kissan Credit Card

(12) Level of satisfaction according your Bank charges: -

Opinion about Bank

Charges


Low Medium High

Low

Moderate

High

(13) Level of satisfaction according to your Account

Scheme Option Level of Satisfaction

Low Medium High

Inadequate

Convenient

More

Convenient

87.

(14) Opinion about Availability, service& Response of Employees

Opinion about Availability,


Employees


Low Medium High

Excellent

Good

Moderate

Poor

(15) Are you satisfied with available service of Banking?

Yes [ ] No [ ]

(16) Have you used the locker facility?

Yes No

(17) Are you satisfied with RDCBank?

Yes No

(18) Mention problems faced by you from RDCBank Services: -

88.

___________________________________________________________________________

___________________________________________________________________

(19) Will you continue with RDCBank?

Yes No

If No, then which Bank will you choose? __________________

89.

Customer Satisfaction of Rajkot Dist Coop Bank

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