operation managemt project

8/9/2019 Operation Managemt Project

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JaipuriaINSTITUTE

OF

MANAGEMENT LUCKNOW

PROJECT reportON

SERVICE QUALITY PROVIDED BYSTATE BANK OF INDIA

Submitted BY:-1.) RAVI VERMA (PGDM-123)2.) SATISH KUMAR (PGDM-

137) 3.) SHREY SHARMA (PGDM-150)

4.) SUNNY ANAND (PGDM-161)


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Introduction

Background

The State Bank of India is the oldest and largest bank in India, withmore than $250 billion (USD) in assets. It is the second-largestbank in the world in number of branches; it opened its 10,000 th

branch in 2008. The bank has 84 international branches located in32 countries and approximately 8,500 ATMs. Additionally, SBI hascontrolling or complete interest in a number of affiliate banks,resulting in the availability of banking services at more than 14,600branches and nearly 10,000 ATMs. SBI traces its heritage to the1806 formation of the Bank of Calcutta. The bank was renamed theBank of Bengal in 1809 and operated as one of the three premier"presidency" banks (the presidency banks had the exclusive rightsto manage and circulate currency and were provided capital to

establish branch networks). In 1921, the government consolidatedthe three presidency banks into the Imperial Bank of India. TheImperial Bank of India continued until 1955, when India's centralbank, the Reserve Bank of India, acquired the majority interest inthe bank and changed its name to the State Bank of India (SBI).In1959, the Indian government passed the State Bank of India Act,resulting in the acquisition (majority shareholding) of eight state-affiliated banks and the creation of the State Bank of India Group

(SBI Group). The SBI itself is now majority owned by the Indiangovernment, which purchased the shares held by the Reserve Bankof India.

Evolution of SBI


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The origin of the State Bank of India goes back to the first decadeof the nineteenth century with the establishment of the Bank ofCalcutta in Calcutta on 2 June 1806.Three years later the bankreceived its charter and was re-designed as the Bank of Bengal (2

January 1809). A unique institution, it was the first joint-stock bankof British India sponsored by the Government of Bengal. The Bankof Bombay (15 April 1840) and the Bank of Madras (1 July 1843)followed the Bank of Bengal. These three banks remained at theapex of modern banking in India till their amalgamation as theImperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came

into existence either as a result of the compulsions of imperialfinance or by the felt needs of local European commerce and werenot imposed from outside in an arbitrary manner to modernizeIndia's economy. Their evolution was, however, shaped by ideasculled from similar developments in Europe and England, and wasinfluenced by changes occurring in the structure of both the localtrading environment and those in the relations of the Indianeconomy to the economy of Europe and the global economic

framework.

Establishment

The establishment of the Bank of Bengal marked the advent oflimited liability, joint-stock banking in India. So was the associatedinnovation in banking, viz. the decision to allow the Bank of Bengalto issue notes, which would be accepted for payment of publicrevenues within a restricted geographical area. This right of noteissue was very valuable not only for the Bank of Bengal but also itstwo siblings, the Banks of Bombay and Madras. It meant anaccretion to the capital of the banks, a capital on which theproprietors did not have to pay any interest. The concept of deposit


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banking was also an innovation because the practice of acceptingmoney for safekeeping (and in some cases, even investment onbehalf of the clients) by the indigenous bankers had not spread as ageneral habit in most parts of India. But, for a long time, and

especially up to the time that the three presidency banks had a rightof note issue, bank notes and government balances made up thebulk of the ingestible resources of the banks.

The three banks were governed by royal charters, which wererevised from time to time. Each charter provided for a share capital,four-fifth of which were privately subscribed and the rest owned bythe provincial government. The members of the board of directors,

which managed the affairs of each bank, were mostly proprietarydirectors representing the large European managing agency housesin India. The rest were government nominees, invariably civilservants, one of whom was elected as the president of the board.

PROJECT REPORT

Problem Statement

To study the consumer perception regarding the service qualityprovided by State Bank of India.

Customer SatisfactionCustomer satisfaction, a business term, is a measure of howproducts and services supplied by a company meet or surpasscustomer expectation. It is seen as a key performance indicatorwithin business and is part of the four perspectives of a Balanced


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Scorecard. In a competitive marketplace where businessescompete for customers, customer satisfaction is seen as a keydifferentiator and increasingly has become a key element ofbusiness strategy.

Measuring Customer Satisfaction

Organizations are increasingly interested in retaining existingcustomers while targeting non-customers; measuring customersatisfaction provides an indication of how successful theorganization is at providing products and/or services to themarketplace. Customer satisfaction is an ambiguous and abstract

concept and the actual manifestation of the state of satisfaction willvary from person to person and product/service to product/service.The state of satisfaction depends on a number of bothpsychological and physical variables which correlate withsatisfaction behaviors such as return and recommend rate. Thelevel of satisfaction can also vary depending on other options thecustomer may have and other products against which the customercan compare the organization's products.

Because satisfaction is basically a psychological state, care shouldbe taken in the effort of quantitative measurement, although a largequantity of research in this area has recently been developed. Workdone by Berry, Brodeur between 1990 and 1998 defined ten'Quality Values' which influence satisfaction behavior, furtherexpanded by Berry in 2002 and known as the ten domains ofsatisfaction. These ten domains of satisfaction include: Quality,Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-

departmental Teamwork, Front line Service Behaviors, Commitmentto the Customer and Innovation. These factors are emphasized forcontinuous improvement and organizational change measurementand are most often utilized to develop the architecture forsatisfaction measurement as an integrated model. Work done byParasuraman, Zeithaml and Berry between 1985 and 1988 provides


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the basis for the measurement of customer satisfaction with aservice by using the gap between the customer's expectation ofperformance and their perceived experience of performance. Thisprovides the measurer with a satisfaction "gap" which is objective

and quantitative in nature. Work done by Cronin and Taylor proposethe "confirmation/disconfirmation" theory of combining the "gap"described by Parasuraman, Zeithaml and Berry as two differentmeasures (perception and expectation of performance) into a singlemeasurement of performance according to expectation. Accordingto Garbrand, customer satisfaction equals perception ofperformance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey witha set of statements using a Likert Technique or scale. The customeris asked to evaluate each statement and in term of their perceptionand expectation of the performance of the organization beingmeasured.

More than a decade ago, Parasuraman, Zeithaml and Berry (1988,1991) conducted extensive studies in different industries and

developed the SERVQUAL instrument: a 22-item scale with a set ofservice quality dimensions to quantify a customers assessment of acompanys service quality. Five key dimensions of service quality reliability, responsiveness, assurance, empathy and tangibles have been identified and form the foundation on which a lot of otherstudies on service quality have been built. SERVQUAL is widelyrecognized and used, and it is regarded as applicable to a numberof industries, including the banking industry (Yavas, Bilgin,Shemuell, 1997). However, SERVQUAL has been subject to certain

criticisms, including vagueness in the definition of expectations, itsdubious applicability in some industries (Teas, 1993), the need forexpectation measurement (Cronin and Tayer, 1992, 1994), andSERVQUALs dimensionality (Carman, 1990). Moreover, thetraditional service quality dimensions cannot directly apply to some


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new services provide by banks like Internet banking, because itrepresents a different and unique service delivery process.

SERVQUAL

The SERVQUAL instrument has been the predominant methodused to measure consumers perceptions of service quality. It hasfive generic dimensions or factors that are stated as follows:-

(1) Tangibles: Physical facilities, equipment and appearance ofpersonnel;

(2) Reliability: Ability to perform the promised service dependablyand accurately;

(3) Responsiveness: Willingness to help customers and provideprompt service;

(4) Assurance (including competence, courtesy, credibility andsecurity): Knowledge and courtesy of employees and their ability to

inspire trust and confidence;

(5) Empathy (including access, communication, understanding thecustomer): Caring and Individualized attention that the firm providesto its customers;

Service quality has been shown to be a significant predictor ofbehavioral intentions, e.g. likelihood of recommending, repeat

purchase, switching, and complaining (Bitner, 1990). Woodside,Frey and Daly (1989) found that there is a significant correlationbetween service quality and repurchase behavior in the health careindustry. Findings from Dabholkar (1996) indicate that customersfeelings correlate positively with the intention to use. In light of thesefindings, the present study investigates the relationship between


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service quality, customer satisfaction and future consumptionbehavior.

SERVQUAL Findings

Tangibles

* Excellent banks will have modern-looking equipments.

* The physical facilities at excellent banks will be visually appealing.

* Employees at excellent banks will be neat in appearance.

* Materials (e.g., brochures or statements) associated with theservice will be visually appealing in an excellent bank.

Reliability

* When excellent banks promise to do something by a certain time,they will do so.

* When customers have a problem, excellent banks show a sincereinterest in solving it.

* Excellent banks will perform the service right the first time.

* Excellent banks will provide their services at the time they promiseto do so.

* Excellent banks insist on error free records.

Responsiveness


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* Employees of excellent banks will tell customers exactly whenservice will be

performed.

* Employees of excellent banks will give prompt service tocustomers.

* Employees of excellent banks are always willing to helpcustomers.

* Employees of excellent banks are never too busy to respond tocustomer requests.

Assurance

* The behavior of employees of excellent banks will instill confidencein customers.

* Customers of excellent banks will feel safe in their transactions.

* Employees of excellent banks are consistently courteous withcustomers.

* Employees of excellent banks are having the knowledge toanswer customer questions.

Empathy

* Excellent banks will give customers individual attention.

* Excellent banks will have operating hours convenient to all theircustomers.


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* Excellent banks will have employees who give customers personalattention.

* Employees of excellent banks will understand the specific needsof their customers.

Research Design

Target Population

The target population was the people who avail banking services

from different banks. The research was conducted under asampling frame of people studying or working in Jaipuria Institute ofManagement who were already availing the banking services fromdifferent banks and specially State Bank of India.

Sampling Design

The sampling design adopted was convenience and quota of non

probabilistic in which we got filled questionnaire from 25respondents out of which 20 were State Bank of Indias customerand the rest 5 were the customers of other banks. Thus the samplesize was 25. Eligible respondents were adults over the age of 18.The quota that we had taken was on the basis of the Net MonthlyIncome of their respective households.

Questionnaire Formulation

The scaling technique used in the questionnaire was the Non-Comparative Scaling technique. Under Itemized Rating we used theLikert Scale where we asked the questions for which therespondents would had to answer on the scale of 1 to 5, 1 beingstrongly disagree and 5 being strongly agree, and also for the


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satisfaction level of the customers 1 being totally dissatisfied and 5being totally satisfied.

Reliability

For the complete study, 30 responses were generated using thepilot tested questionnaire, but only 25 completely filledquestionnaires were retrieved. The reliability of the completely filledquestionnaires was tested using the correlation technique and itcame out to be 0.39.

Data Collection

For the complete survey, respondents were chosen in such a waythat the responses can be analyzed on each other. We choserespondents mainly from State Bank of India keeping in mind aboutthe Quota of the Net Monthly Income of the house hold. Weconducted interviews for the customers who visited the bank. Forthe responses of the other banks customer, we interviewed them

through laddering questions about not being a customer of the StateBank of India.

Findings

Dimension-wise Analysis

Tangibility: The data in Table-1 brings to light the perception of theState Bank of India with its respective customers on tangibles. Thedata reveals that the modern scenario of SBI is changing. Thesedays the bank is concentrating on the ambience and other facilitieswhich all make customers feel more friendly and find it a


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comfortable place. All the customers interviewed has on an averageawarded 91.2% weight age to tangibles.Reliability: The analysis of reliability dimension of service qualityshows an impressive figure. SBI figure shows that the name of the

bank is considered reliable to the customers. The customers rateState Bank of India 90.4% when it comes to reliability and it wasobvious also as State Bank of India is one of the best bank andmore over a government enterprise.

Responsiveness: The data in Table-3 brings to light thatresponsiveness pattern of the customers of SBI is not as good asthat of other banks customers. The perpetual difference on said

dimensions between SBI and other banks is wide (0.60). Theelement wise analysis of this dimension shows that SBI is fallingbelow the perceptions of their customers on employees providingprompt services.

Assurance: The perceptual difference between SBI and other bankscustomer is very low. The respondents of SBI have givenappreciable rating to the assurance dimension to the bank. The

element wise analysis shows that SBI is exceeding the perceptionsof their customers as far as trust worthiness and feeling safe intransacting with the bank is concerned.

Empathy: The data analysis of Table-5 discloses the fact that bankssuch as SBI stand away from their customers regarding delivery ofquality services. There exists a wide gap between the perceptionsof banks such as SBI and their customers as is evident from thehigh mean difference (1.05).


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Table 1S

No. SERVQUAL Dimension Mean1 Proper lighting, ambience and seating arrangements available 4.6

2

Proper arrangements for heat, ventilation and air conditioning

made 4.6

3

The bank provides facilities of having a saving account, ATM-

cum-debit card facility 4.5

Tangibility (1+2+3)

13.7Maximum 15

Table 2

S No. SERVQUAL Dimension Mean

1 The name of the bank is reliable 4.6

2 The services are worth availing 4.4

3 The product (Bank Services) is tested by users 4.4

4

The bank is updating the web sites about the latest

services for the knowledge of the customers 3.9

5 Proper ethic advertisements 4

6 Briefed about all the various types of services 4.2

7

How satisfied are you with how your telephone enquiries

were dealt with 4.1

8 The rate of interest which is charged is suitable 3.7

9 How easy was it to find information on the latest services 3.7

10

How satisfied are you with the availability of the

Complaint Register 3.7

Reliability (1+2+3+4+5+6+7+8+9+10) 40.7

Maximum 45

Table 3


1 The feed back of the customer is taken care of 4.1


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2 The bank has taken a proper survey about the product 4.2

3 Followed the policy of Customer is King 4.2

4

How satisfied are you with the ease of contacting the

person you needed 4.1

5

How satisfied are you with the time taken to respond to

telephone enquiries 4.1

6


written /postal enquiries 3.7

Responsiveness (1+2+3+4+5+6) 24.4

Maximum 30

Table 4


1 The financial institutions (Bank) is legal 4.42 Proper assistance in filling the form and other formalities 4.6

3

The marketing executive is properly trained for the

purpose to help the customers 4.3

4 Properly welcomed by the employee 4.5

5 Assistants have proper product knowledge 4.2

6 You will recommend other people about the bank 4.4

7

How satisfied are you with the clarity of information or

advice provided 4

8

How easy was it to understand and complete the

application form 4.4

9

How satisfied are you with the relevant knowledge of the

staff you dealt directly with

3.9

10

How satisfied are you with the way problems were

resolved 3.9

11

How satisfied are you with the speed in which the

service/product was delivered 3.9

Assurance (1+2+3+4+5+6+7+8+9+10+11) 46.5Maximum 55


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Table 5


1 You will be a loyal customer of this bank life time 4.5

2

You feel that you are cheated and would like to shift to

other bank 4.5

3 How satisfied are you with the courtesy of the staff 4.3

4 How satisfied are you with the help fullness of the staff 4.2

5

How satisfied are you that the staff showed interest in you

as an individual / treated you as a valued customer 4

6

How satisfied are you with the way problems were

resolved 4.2

7

How satisfied are you with the general behavior of the

staff members 4.2

Empathy (1+2+3+4+5+6+7) 29.9Maximum 35

State Bank of India

Factors Mean STD. Deviation

Tangibles 4.56 0.03

Reliability 4.07 0.32Responsiveness 4.07 0.17

Assurance 4.23 0.31

Empathy 4.27 1.05

Aggregate 4.24 0.38


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3.8

3.9

4

4.1

4.2

4.3

4.4

4.5

4.6

1 2 3 4 5

Serie

Other Banks

Factors Mean

Tangibles 4.42

Reliability 4.08

Responsiveness 4.63

Assurance 4.02

Empathy 4.86Aggregate 4.40


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Aggregate Customer Satisfaction Level score of SBI is 4.30 which

indicate a good performance where good is considered in between

4.00 to 4.50.

Moreover, SBI has established a strong position in terms of

Tangibles & Reliability, indicating that customers of SBI are very

much reliable on the services it provides. Overall the customers

have expressed positive perception in terms of assurance,

responsiveness, and empathy also.

Conclusion & Recommendations

The banking sector in India is undergoing major changes due tocompetition and the advent of technology. The customer is lookingfor better quality services which enhance his/her satisfaction.

From the above analyses, it is evident that SBI has many positivefeatures and the customers are mostly satisfied with the servicesoffered. In spite of this fact, it has been observed that manycustomers are not aware of all sort facilities provided by SBI.

Though this study cant provide conclusive evidence to determineparticular courses of action and further research will be required to

provide conclusive evidence. But the management of SBI shouldconsider the findings and take all necessary steps for furtherresearch and if they think that the customers of SBI arehomogeneous in their choice and preferences, they may considerthe following recommendations to gain more customer base and


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achieve more customer satisfaction along with maintaining existingcustomers delights

The Management of SBI should conduct more product &services awareness campaign.

They should increase the level of providing personal attentionto individual customers.

In delivery of quality service in banks, what matters is speed,

accuracy, promptness, reliability, individualized attention, etc.Better results can be achieved through proper use of relevantbanking technology. These are the areas where our banks arestill lagging behind. Still as observed SBI is using a lot of paperfiles instead of computer files.

The SBI Management should critically evaluate the deviation inmeans in order to create balance in all dimensions of customer

satisfaction measurement tools.

The customer satisfaction in terms of service quality is a relationalmarketing paradigm. The relationships are mostly viewed from theperspective of the firm providing services. For service firm in thiscase the banks, building strong relationship is important forimproving customer satisfaction through service quality.

Banks should continually assess and reassess how customersperceive bank services so as to know whether the bank meets orexceeds or is below the expectations of their customers. Such anappraisal, however, is a tedious task because customer service iscomplex in nature and dynamic in action. Moreover, it can vary


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greatly from one branch to another. Also, what is 'good service'today may become 'indifferent service' tomorrow and 'bad service'the next day. Frequent customer surveys, therefore, throw light onratification and refinement which will go a long way to improve the

service quality in banks.

Only for State Bank of India Responses

Income Group

Frequency

Percen

t

Valid

Percent

Cumulative

Percent

Valid


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Occupation

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Govt. 8 40.0 40.0 40.0Ltd. Co 4 20.0 20.0 60.0

Private 5 25.0 25.0 85.0

Own Business 3 15.0 15.0 100.0

Total20 100.0 100.0

For State Bank of India

Sr No. Choice Criteria Yes %age No %age Total

1. Trusted Bank 18 90.0 2 10.0 20 / 100%2. Low Rate of Interest 14 70.0 6 30.0 20 / 100%

3. Word of Mouth 13 65.0 7 35.0 20 / 100%4. Time Taken to serve

customer

6 30.0 14 70.0 20 / 100%

5. Employee Attitude 12 60.0 8 40.0 20 / 100%

6. Transparent Transaction 16 80.0 4 20.0 20 / 100%

For Other Banks

Sr No. Choice Criteria Yes %age No %age Total

1. Trusted Bank 2 40.0 3 60.0 5 / 100%2. Low Rate of Interest 1 20.0 4 80.0 5 / 100%

3. Word of Mouth 4 80.0 1 20.0 5 / 100%


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4. Time Taken to avail loan 5 100.0 0 0 5 / 100%

5. Employee Attitude 4 80.0 1 20.0 5 / 100%6. Transparent Transaction 1 20.0 4 80.0 5 / 100%

Customers Feedback


1

Proper lighting, ambience and seating arrangements

available 4.6

2

Proper arrangements for heat, ventilation and air

conditioning made 4.6

3

The bank along with loan provides additional facilities of

having a saving account, ATM-cum-debit card facility 4.5

Tangibility (1+2+3) 13.7

Maximum 15

Customers Feedback:

The common customers feedback was that the ambience andother facilities of SBI have changed a lot, with the due passage oftime. No problem with these facilities and one have to keep allthese update to be in competition too.


1 The name of the bank is reliable 4.6

2 The services are worth availing 4.4

3 The product (Bank Services) is tested by users 4.4

4

The bank is updating the web sites about the latestservices for the knowledge of the customers 3.9

5 Proper ethic advertisements 4


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6 Briefed about all the various types of services 4.2

7

How satisfied are you with how your telephone enquirieswere dealt with 4.1

8 The rate of interest which is charged is suitable 3.7

9 How easy was it to find information on the latest services 3.7

10How satisfied are you with the availability of theComplaint Register 3.7

Reliability (1+2+3+4+5+6+7+8+9+10) 40.7Maximum 45

Customers Feedback:

About the reliability quotient almost all the customers gave afeedback that as SBI is a government body, and has beenfunctioning for such a long time there is no question on its beingreliable.

Updating of websites (3.9) many of the customers were notaccessing internet for the purpose of banking and all so many gavea Neutral feedback.

When it is about the interest rate (3.7) no body wishes to pay a highrate of interest on loan and also many were having a problem that

when RBI reduces rates there is no automatic reduction in interestrates.

Finding information on scheme is easy but when some bodypersonally assists and explains everything it becomes very easy tounderstand.

About complaint register (3.7) many responses were that it is not

visible as it should be in and around customer area only. Some toldthat there was an open feedback box so if one writes any thing badthe officials will tear it and no actions will be taken.


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Table 3


1 The feed back of the customer is taken care of 4.1

2The bank has taken a proper survey about theproduct/service 4.2

3 Followed the policy of Customer is King 4.2

4

How satisfied are you with the ease of contacting the

person you needed 4.1

5


telephone enquiries 4.1

6


written /postal enquiries 3.7

Responsiveness (1+2+3+4+5+6) 24.4

Maximum 30

Customers Feedback:

About postal enquires many customers had never tried it soawarded it a neutral mark.


1 The financial institutions (Bank) is legal 4.4

2 Proper assistance in filling the form and other formalities 4.6

3

The marketing executive is properly trained for thepurpose to help the customers 4.3

4 Properly welcomed by the employee 4.5

5 Assistants have proper product knowledge 4.2

6 You will recommend other people about the bank 4.4

7

How satisfied are you with the clarity of information oradvice provided 4

8

How easy was it to understand and complete theapplication form 4.4

9

How satisfied are you with the relevant knowledge of thestaff you dealt directly with 3.9

10

How satisfied are you with the way problems wereresolved 3.9

11

How satisfied are you with the speed in which theservice/product was delivered 3.9

Assurance (1+2+3+4+5+6+7+8+9+10+11) 46.5Maximum 55


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Customers Feedback:

About the knowledge of the staff a few customers were complaining

that the bank officials on one go are not explaining all therequirements which causes wastage of time and money.


1 You will be a loyal customer of this bank life time 4.5

2You feel that you are cheated and would like to shift toother bank 4.5

3 How satisfied are you with the courtesy of the staff 4.3

4 How satisfied are you with the help fullness of the staff 4.2

5

How satisfied are you that the staff showed interest in youas an individual / treated you as a valued customer 4

6How satisfied are you with the way problems wereresolved 4.2

7

How satisfied are you with the general behavior of thestaff members 4.2

Empathy (1+2+3+4+5+6+7) 29.9

Maximum 35

Customer Feedback:

When it is regarding the loyalty, being a word of mouth, and goodtraits of personality of the staff almost all of the customers awardedgood marks to the survey of SBI.

QUESTIONNAIRE


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This questionnaire is designed only for an academic project survey;information being provided by you will be kept confidential and willbe used only for the project purpose.

Gender

Male

FemaleAge Below 20 20 30 30 40 40 50 Above 50Marital Status Single Married Spouse working Yes NoFamily Structure Nuclear JointMonthly Income


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How satisfied are you with the clarity of information oradvice provided

1 2 3 4 5

How satisfied are you with the time taken to respond totelephone enquiries

1 2 3 4 5

How satisfied are you with how your telephone enquirieswere dealt with

1 2 3 4 5

How satisfied are you with the time taken to respond towritten /postal enquiries

1 2 3 4 5

How easy was it to find information on various Schemes 1 2 3 4 5

How easy was it to understand and complete the applicationform

1 2 3 4 5

How satisfied are you with the relevant knowledge of thestaff you dealt directly with

1 2 3 4 5

How satisfied are you with the courtesy of the staff 1 2 3 4 5How satisfied are you with the help fullness of the staff 1 2 3 4 5

How satisfied are you that the staff showed interest in youas an individual / treated you as a valued customer

1 2 3 4 5

How satisfied are you with the way problems were resolved 1 2 3 4 5How satisfied are you overall with the service you received 1 2 3 4 5

How satisfied are you with the speed in which theservice/product was delivered

1 2 3 4 5

How satisfied are you with the availability of the ComplaintRegister

1 2 3 4 5

How satisfied are you with the general behavior of the staffmembers

1 2 3 4 5

4. Do you visited any other bank for opening an account before opening it in yourcurrent bank?

Yes NoMention your Bank _____________________________________________

If Yes Which bank/s

ICICI Bank Syndicate Bank United Bank of India HDFC bank Bank of Baroda Union Bank of India IDBI Bank Punjab National Bank Central Bank of India State Bank of India Others (Please Specify) ________________________________________

5. Why you chose your particular Bank?

Trusted Bank Word of mouth Employee attitude Transparent transactions

6. Rank the following products an the scale 1 101 Best Facility 10 Worst Facility


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Personal banking

ATM facility

Credit Card facility

Car Loan

Personal LoanEducation Loan

Housing LoanMortgaged Loan

Small Medium Enterprises Credit

Insurance Products

Thank You for your co-operation

operation managemt project

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