A

Project Report

On

“Analysis of the difference between Services perception and expectation of

Account holders based on Survey”

For

Sarvodaya Sahakari Bank Ltd

Submitted to

S. R. Luthra Institute of Management, Surat.

In partial fulfillment of the requirement of the award for the degree of

Master of Business Administration
Under

Gujarat Technological University

Under the guidance of

Faculty Mentor: Bank Guide:

Dr. Ranjan J Sabhaya Mr. Dinesh Bhimani

SRLIM. Branch Manager

Submitted by

Jeneesh D Modi

Enrolment No-117500592106

S. R. Luthra Institute of Management

MBA Program

Affiliated to Gujarat Technological University, Ahmadabad, July 2012

1
 INSTITUTE’S CERTIFICATE

“I Certified that this summer internship report titled “Analysis of the

difference between Services perception and expectation of Account holders of

based on Survey” is the bona fide work of “JENEESH D MODI”
(Enrollment No.117500592106), who carried out the research under my
supervision. We also certify further, that to the best of my knowledge
the work reported herein does not form part of any other project report
or dissertation on the basis of which a degree or award was conferred
on an earlier occasion on this or any candidate.

Faculty Mentor In-charge Director

Dr. Ranjan J Sabhaya Dr. J.M. KAPADIA

2
 PREFERENCE

With the great pleasure, I take this opportunity to write this project report on
“Analysis of Sarvodaya Sahakari Bank ltd’s Services perception and
expectation of Account holders based on Survey”

In present era, Management and implications are approaching almost every

field concern with business in very significant manner. As management
students it has tremendously for us to utilize our management knowledge in
practical way.

Indian is the one of the fastest growing Economies in the world. Service
sector is one of the key industries which have contributed to large extent in
overall development of country’s economy. Indian Banking Sector growing
rapidly and will significant share of service industry of India.

I have completed my project training at Sarvodaya Sahakari Bank ltd (SSB).

This project provides thorough information of “Account Holders of SSB’s
Expectations towards their Bank services”. I have taken simple sampling
method for my survey. I have taken simple size of 300 unites. The data used
in this report is collected from various sources like staff member of SSB and
their website. During my project work period I have found that bank has
tremendous new opportunity in the Surat city and have started to make
distingue them self from other’s as one of Service Brand. My Finding &
suggestion also based on analysis done by me during project work period.

3
 ACKNOWLEDGEMENT

I am extremely grateful to my friends and well-wishers for help me out to

prepare this project successfully and their encouragement for this regard.

I want to express my gratitude to my Guru, Teachers, Professors of M S

University and Luthra Institute and my bank manager of SSB Mr. Dinesh
Bhimani who has directly or indirectly helped me to prepare this project and
for their constant motivation and encouragement to mould me into a
researcher in management.

I would like to put on paper the dedication to the spirit of my life, my mother,
Pritiben, for her constant and priceless motivation during my project time, in
spite of her unawareness of my study and its objectives.

I have to say thanks for continuous support and encouragement from my

family as a whole. I sincerely acknowledge and appreciate their valuable co-
operation. I have received a great deal of help, contribution, and advice from
many people. I am thankful to all of them. Like most of the text-cum-reference
books, this project is also influenced by a numbers of works of various
researches and different literature reviews. As far as possible, I have tried to
acknowledge all of them.

Specially, I would like to thank my Mentor Dr Ranjan j Sabhaya, who gave

me full of support for this project and provided extensive comments on this
regard. Hence, I am filing very proved to perform on their guidance.

Thank you.
Jeneesh Modi

4
 DECLARATION

I am Modi Jeneesh Dhananajay, Student of 2ed semester MBA, S. R. Luthra

Institute of Management; Gujarat Technological University; declare that this
project has been prepared By myself with the help of my mentor Dr. Ranjan j
Sabhaya. I have done this project in the guidance of my mentor. She has
given full of support to me as well as my project work. This report is verified by
my guide with their best of knowledge.

In the project, all the material and data are taken from authentic sources,
relevant reference books and other relevant software which helpful to convey
the conclusion which has been derived with the help of first hand data
collection(survey) which being input for the research.

This report generated by me and its purpose is just learning the different
objectives of management and the principles of the same in practical. The
data, information, conclusion whole is just for study purpose, it has not any
kind of relevance to any individual which they suppose to find. Hence, the
outcome will make compulsion to nobody.

Place: Surat city.

Date: 03/8/2012

Modi Jeneesh Dhananjay.

Student.

5
 EXECUTIVE SUMMARY

This training report has been made with the objective to study factor that is
most important for the SSB’s account holders for the service quality. This
report contains the detail about Banking services and one of them Sarvodaya
Sahakari Bank ltd’s performance.

Basically Indian is growing country and there is huge opportunity for growing
Service industry and high growth rate. The Financial environment, their history
and growth makes this project report distingue. The performance of bank and
the detail information of bank’s services facilitate to identify how competitive
itself to run in this service market. Even It’s proved them self only by
establishing goal of “creating brand image of Sarvodaya Sahakari Bank (SSB)
in financial era in Surat, Gujarat and their after India in upcoming years.

The findings and suggestion really helps where bank is lacking from their
services in Account Holder’s Mind. In this project report, it has tried the best to
present the past and present scenario of Banking industry and even
Sarvodaya Sahakari Bank’s (SSB) history and Glimpse at the Glance.

Overall it is very helpful to Bank for their Analyses of Account Holders’

expectation and their preference. Though this project report Management of
Sarvodaya Sahakari Bank (SSB) can improve their performance and their
service quality very effectively.

6
 LIST OF TABLE AND CHARTS

TABLE &
CHART TITLE PAGE NO.
CHART NO

1 Pleasant & Attractive Décor 55

2 Experience at the time of Approaching loan 56

Account Holder's Knowledge regarding Various

3 57
Bank services

4.1 & 4.2 Overall satisfaction level 58

5 Account Holder's solution of their problem 59

6 Bank's Brand image 61

7 ATM facility and Customer's requirement 62

8 Locker Facility 63

9 Account Holders’ expectation for online services 64

Account Holders’ expectation for Time period of

10 68
the Bank

11 & 11.1 Clean & well cared Facility 69

11.2 Efficient, no wait service 70

11.3 No long line ups at counter 71

11.4 Availability of information brochures 71

11.5 Pleasant & attractive décor 72

11.6 Automatic bank machines in convenient locations 72

7
 CONTENTS

CHAPTER PAGE
PARTICULAR
NO NO
Part:1 Basic Information
INTRODUCTION OF BANKING INDUSTRY 12-20
1.1) Introduction 12
Global Environment of Bank Sector. 12
1.2) Restructuring the financial institution in Global economy 13
1.2) Need of financial institution in Global economy 14
1
1.4) Role of Banks and other financial institution in Global 13
Economy
Indian Bank Sector: History, Growth, Reform. 15
1.5) Position of Indian Banking sector at Post Independence 16
1.6) At the time of Nationalization 18
1.7) At the time of Liberalization 20
SARVODAYA SAHAKARI BANK LTD’s PROFILE
22-34
About Sarvodaya Sahakari Bank ltd (SSB).
2.1) Board of Directors of SSB 22
23
2.2) Branches and Location of SSB
24
2.3) Glimpses at the Glance
Sarvodaya Sahakari Bank’s (SSB) Services.
25
2.4) Personal Loan
2 26
2.5) New Vehicle Loan
28
2.6) Home Loan
29
2.7) Property Mortgage Loan
30
2.8) O.D Facility
32
2.9) C.C Facility
33
2.10) Machinery Loan
33
2.11) Loan against security
34
2.12) Different Deposit Skims

8
 Part:2 Research work

INTRODUCTION TO THE RESEARCH 38-49

3.1) Literature Review 38
3 3.2) Problem statement and Formulation 47
3.3) Objective of the Study 47
3.4) Scope of the Study 48
3.5) significance of the study 49
RESEARCH METHODOLOGY 52-53
4.1) research design 52
4 4.2) Collection of data 52
4.3) Sampling Design and size 53
4.4) Data collection instrument 53
4.5) Processing and analyzing collected data 53
5 DATA ANALYSIS AND INTERPRETATION 55 - 72

6 RESULT AND FINDING 74- 75

7 LIMITATIONS OF THE STUDY 77

8 CONCLUSIONS AND SUGGESTIONS 79- 80
BIBLIOGRAPHY
-
ANNEXURE

9
 CHAPTER: 1
INTRODUCTION OF BANKING INDUSTRY

10
1.1) Introduction
Modern management sciences philosophy considers customer satisfaction
as a baseline standard of performance and a possible standard of
excellence for any business organization. Moreover, customer satisfaction
measurement provides a sense of achievement and accomplishment for all
employees involved in any stage of the customer service process. In this way,
satisfaction measurement motivates people to perform and achieve higher
levels of productivity. To reinforce customer orientation on a day-to- day
basis, a growing number of companies choose customer satisfaction
as their main performance indicator.

It is almost impossible, however, to keep an entire Bank permanently

motivated by a notion as abstract and intangible as customer satisfaction.
Therefore, customer satisfaction must be translated into a number of
measurable parameters directly linked to people’s job.

In other words factors that people can understand. The aim of this
project is to present an original customer satisfaction survey conducted in
the Sarvodaya Sahakari Bank Ltd.
The objectives of the customer satisfaction survey are focused on the
assessment of the critical satisfaction dimensions and the determination of
customer groups with distinctive preferences and expectations. In particular,
the purpose of this application consists of a set of the most important
queries expressed by the managers of the Sarvodaya Sahakari Bank Ltd.

GLOBAL ENVIRONMENT OF BANK SECTOR

1.2) Restructuring the financial institution in global economy

During the 1980s, governments began to retreat from regulation of the
financial services industry. The retreat promises to be just as dramatic and
enduring as developments during the worldwide depression of the 1930s.
Although pressures for re-regulation have emerged, especially in the United
11
States, international competitive forces are accelerating the movement toward
less governmental intrusion; The Great Depression gave rise to the corporate
state and an almost universal increase in the size and scope of governmental
involvement in economic affairs and in other aspects of our lives. For much of
the past 50 years, governments have either owned or regulated all financial
institutions that provided intermediary services. Elaborate regulatory systems,
based on permission and denial approaches to administrative law, were
expected to rule on which products or services could be offered, where they
could be offered, and what prices or interest rates could be paid or charged to
customers.

At least in the United States, there was little in the way of due process in the
financial regulatory system. Regulatory agencies have operated as executive
authorities that were largely immune from the discipline of the checks and
balances inherent in a political system built on a framework of separation of
powers. The costs associated with burden of proof were borne by the
regulated, not the regulators. When a financial institution wanted to offer a
new product or service, expand its market area, or combine with another
institution, the regulators required it to bear the costs of demonstrating that
the benefits outweighed the costs. In other words, “If you have to ask, the
answer is no.”

1.3) Need of financial institution in the global economy

The process by which countries’ economies become increasingly interwoven
and affected by each other. This happens with the increased flow of goods
(trade), foreign direct investment, money (finance), and/or people (migration).
Globalization is not new, but the speed, depth, and scope of the changes,
aided by technology, is new, as is the enormous power of International
Financial Institutions (IFIs) and global trade groups such as the World Trade
Organization (WTO) to set the rules of the global economy. Collective name
for World Bank Group and the International Monetary Fund (IMF), institutions
established in 1944 at Breton Woods, New Hampshire, USA, to assist with
reconstruction and revitalization after World War II.

12
1.4) Role of Banks and financial institution in the economy
Money lending in one form or the other has evolved along with the history of
the mankind. Even in the ancient times there are references to the
moneylenders. Shakespeare also referred to ‘Shylocks’ who made
unreasonable demands in case the loans were not repaid in time along with
interest. Indian history is also replete with the instances referring to
indigenous money lenders, Sahukars and Zamindars involved in the business
of money lending by mortgaging the landed property of the borrowers.

Towards the beginning of the twenty-first century, with the onset of modern
industry in the country, the need for government regulated banking system
was felt. The British government began to pay attention towards the need for
an organized banking sector in the country and Reserve Bank of India was set
up to regulate the formal banking sector in the country. But the growth of
modern banking remained slow mainly due to lack of surplus capital in the
Indian economic system at that point of time. Modern banking institutions
came up only in big cities and industrial centers. The rural areas, representing
vast majority of Indian society, remained dependent on the indigenous money
lenders for their credit needs.

Independence of the country heralded a new era in the growth of modern

banking. Many new commercial banks came up in various parts of the
country. As the modern banking network grew, the government began to
realize that the banking sector was catering only to the needs of the well-to-do
and the capitalists. The interests of the poorer sections as well as those of the
common man were being ignored.

In 1969, Indian government took a historic decision to nationalize 14 biggest

private commercial banks. A few more were nationalized after a couple of
years. This resulted in transferring the ownership of these banks to the State
and the Reserve Bank of India could then issue directions to these banks to

13
fund the national programmers, the rural sector, the plan priorities and the
priority sector at differential rate of interest. This resulted in providing fillip the
banking facilities to the rural areas, to the
under-privileged and the downtrodden. It also
resulted in financial inclusion of all categories of
Finance is the life blood
people in almost all the regions of the country.
of trade, commerce and

However, after almost two decades of bank industry. Now-a-days,

nationalization some new issues became banking sector acts as the

contextual. The service standards of the public backbone of modern

sector banks began to decline. Their profitability business. Development of

came down and the efficiency of the staff any country mainly

became suspect. Non-performing assets of depends upon the

these banks began to rise. The wheel of time banking system.

had turned a full circle by early nineties and the
The term bank is derived
government after the introduction of structural
from the French
and economic reforms in the financial sector,
word Banco which means
allowed the setting up of new banks in the
a Bench or Money
private sector.
exchange table. In olden

The new generation private banks have now days, European money

established themselves in the system and have lenders or money

set new standards of service and efficiency. changers used to display
These banks have also given tough but healthy (show) coins of different
competition to the public sector banks. countries in big heaps
(quantity) on benches or
INDIAN BANK SECTOR: HISTORY, tables for the purpose of
lending or exchanging. A
GROWTH AND REFORM
Banking in India originated in the last decades of thebank is
18th century.aThefinancial
first
banks were The General Bank of India, which started institution which
in 1786, and Bank ofdeals
with The oldest
Hindustan, which started in 1790; both are now defunct. deposits
bank in and
advancesin theand
existence in India is the State Bank of India, which originated Bank ofother
Calcutta in June 1806, which almost immediately becamerelated
the Bankservices.
of Bengal. It
receives
This was one of the three presidency banks, the other money
two being the Bank offrom
those who want to save in
14
the form of deposits and
it lends money to those
Bombay and the Bank of Madras, all three of which were established under
charters from the British East India Company. For many years the Presidency
banks acted as quasi-central banks, as did their successors. The three banks
merged in 1921 to form the Imperial Bank of India, which, upon India's
independence, became the State Bank of India in 1955.

Merchants in [Calcutta] established the Union Bank in 1839, but it failed in

1848 as a consequence of the economic crisis of 1848-49. The Allahabad
Bank, established in 1865 and still functioning today, is the oldest Joint Stock
bank in India.(Joint Stock Bank: A company that issues stock and requires
shareholders to be held liable for the company's debt) It was not the first
though. That honor belongs to the Bank of Upper India, which was
established in 1863, and which survived until 1913, when it failed, with some
of its assets and liabilities being transferred to the Alliance Bank of Simla.

Foreign banks too started to app, particularly in Calcutta, in the 1860s.

The Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860, and
another in Bombay in 1862; branches in Madras and Pondicherry, then a
French colony, followed, established itself in Bengal in 1869. Calcutta was the
most active trading port in India, mainly due to the trade of the British Empire,
and so became a banking center.

The first entirely Indian joint stock bank was the Oudh Commercial Bank,
established in 1881 in Faidabad. It failed in 1958. The next was the Punjab
National Bank, established in Lahore in 1895, which has survived to the
present and is now one of the largest banks in India.

Around the turn of the 20th Century, the Indian economy was passing through
a relative period of stability. Around five decades had elapsed since the Indian
Mutiny, and the social, industrial and other infrastructure had improved.
Indians had established small banks, most of which served particular ethnic
and religious communities.

The presidency banks dominated banking in India but there were also some
exchange banks and a number of Indian joint stock banks. All these banks
operated in different segments of the economy. The exchange banks, mostly
owned by Europeans, concentrated on financing foreign trade. Indian joint
15
stock banks were generally undercapitalized and lacked the experience and
maturity to compete with the presidency and exchange banks. This
segmentation let Lord Curzon to observe, "In respect of banking it seems we
are behind the times. We are like some old fashioned sailing ship, divided by
solid wooden bulkheads into separate and cumbersome compartments."

The period between 1906 and 1911, saw the establishment of banks inspired
by the Swadeshi movement. The Swadeshi movement inspired local
businessmen and political figures to found banks of and for the Indian
community. A number of banks established then have survived to the present
such as Bank of India, Corporation Bank, Indian Bank, Bank of
Baroda, Canara Bank and Central Bank of India.

The fervor of Swadeshi movement lead to establishing of many private banks

in Dakshina Kannada and Udupi district which were unified earlier and known
by the name South Canara (South Kanara ) district. Four nationalized banks
started in this district and also a leading private sector bank. Hence undivided
Dakshina Kannada district is known as "Cradle of Indian Banking".

During the First World War (1914–1918) through the end of the Second World
War (1939–1945), and two years thereafter until the independence of India
were challenging for Indian banking. The years of the First World War were
turbulent, and it took its toll with banks simply collapsing despite the Indian
economy gaining indirect boost due to war-related economic activities.

1.5) Position of Indian Banking Sector at Post Independence

The partition of India in 1947 adversely impacted the economies

of Punjab and West Bengal, paralyzing banking activities for months.
India's independence marked the end of a regime of the Laissez-faire for the
Indian banking. The Government of India initiated measures to play an active
role in the economic life of the nation, and the Industrial Policy Resolution
adopted by the government in 1948 envisaged a mixed economy. This
resulted into greater involvement of the state in different segments of the

16
economy including banking and finance. The major steps to regulate banking

included:

 The Reserve Bank of India, India's central banking authority, was

established in April 1934, but was nationalized on January 1, 1949 under
the terms of the Reserve Bank of India Act, 1948 (RBI, 2005b).
 In 1949, the Banking Regulation Act was enacted which empowered the
Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in
India".
 The Banking Regulation Act also provided that no new bank or branch of
an existing bank could be opened without a license from the RBI, and no
two banks could have common directors.

1.6) At the time of Nationalization

Despite the provisions, control and regulations of Reserve Bank of India,

banks in India except the State Bank of India or SBI, continued to be owned
and operated by private persons. By the 1960s, the Indian banking industry
had become an important tool to facilitate the development of the Indian
economy. At the same time, it had emerged as a large employer, and a
debate had ensued about the nationalization of the banking industry. Indira
Gandhi, then Prime Minister of India, expressed the intention of
the Government of India in the annual conference of the All India Congress
Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The
meeting received the paper with enthusiasm.

Thereafter, her move was swift and sudden. The Government of India issued
an ordinance ('Banking Companies (Acquisition and Transfer of Undertakings)
Ordinance, 1969') and nationalized the 14 largest commercial banks with
17
effect from the midnight of July 19, 1969. These banks contained 85 percent
of bank deposits in the country. Jayaprakash Narayan, a national leader of
India, described the step as a "masterstroke of political sagacity." Within two
weeks of the issue of the ordinance, the Parliament passed the Banking
Companies (Acquisition and Transfer of Undertaking) Bill, and it received
the presidential approval on 9
August 1969.

A second dose of nationalization

of 6 more commercial banks
followed in 1980. The stated
reason for the nationalization
was to give the government
more control of credit delivery.
With the second dose of
nationalization, the Government
of India controlled around 91%
of the banking business of India.
Later on, in the year 1993, the
government merged New Bank of India with Punjab National Bank. It was the
only merger between nationalized banks and resulted in the reduction of the
number of nationalized banks from 20 to 19. After this, until the 1990s, the
nationalized banks grew at a pace of around 4%, closer to the average growth
rate of the Indian economy.

1.7) At the time of Liberalization

The IT revolution had a great impact in the Indian banking system. The use of
computers had led to introduction of online banking in India. The use of the
modern innovation and computerization of the banking sector of India has
increased many folds after the economic liberalization of 1991 as the
country's banking sector has been exposed to the world's market. The Indian
banks were finding it difficult to compete with the international banks in terms
of the customer service without the use of the information technology and
computers. The RBI in 1984 formed Committee on Mechanization in the
Banking Industry (1984) whose chairman was Dr C Rangarajan, Deputy
18
Governor, Reserve Bank of India. The major recommendations of this
committee were introducing MICR Technology in all the banks in the
metropolis in India. This provided use of standardized cheque forms and
encoders.

Committee for proposing Legislation on Electronic Funds Transfer and other

Electronic Payments (1995) emphasized on EFT system. Electronic banking
refers to doing banking by using technologies like computers, internet and
networking, MICR, EFT so as to increase efficiency, quick service,
productivity and transparency in the transaction.

Apart from the above mentioned innovations the banks have been selling the
third party products like Mutual Funds, insurances to its clients. Total numbers
of ATMs installed in India by various banks as on end March 2005 is 17,642.
The New Private Sector Banks in India is having the largest numbers of ATMs
which is full off site ATM is highest for the SBI and its subsidiaries and then it
is followed by New Private Banks, Nationalized banks and Foreign banks.
While on site is highest for the nationalized banks of India.

BANK GROUP NUMBER OF ON SITE OFF SITE TOTAL

BRANCHES ATM ATM ATM
NATIONALISED BANKS 33627 3205 1567 4772
STATE BANK OF INDIA 13661 1548 3672 5220
OLD PRIVATE SECTOR 4511 800 441 1241
BANKS
NEW PRIVATE SECTOR 1685 1883 3729 5612
BANKS
FOREIGN BANKS 242 218 579 797

19
 CHAPTER 2:
SARVODAYA SAHAKARI BANK LTD’s
PROFILE

20
 ABOUT SARVODAYA SAHAKARI BANK LTD

Established in the year 1982 with an authorized Share Capital of Rs. 25.00
lacs and the paid up Share Capital of Rs. 4.00 lacs The Sarvodaya Sahakari
Bank Ltd., Surat is rightly bracketed as one of the leading and top-most co-op.
banks of the city.

From a small rental place into the centrally air-conditioned well equipped
premises, Bank had leapfrogged in the year 1991. To meet with the high-tech
demand of the time, Bank got fully computerized in the year 1993 and
gratified the inhabitants of the City with its efficient services. Thereafter many
Banks took a leaf out of it and got themselves computerized.

To serve the larger number of people, the Bank kept on opening its branches.
At present Bank is having network of 7 (Seven) branches across Surat City.

To compete and meet with the demand of time, in Feb’08, Bank started
implementation of CBS facility at the Head Office, so that its customers can
avail better facilities. In a short span of 1 year, it linked-up all its branches with
CBS. To ease the burden of its customers and to offer them better services,
Bank has also initiated Mobile (SMS) banking services. It also desires to offer
off Site ATM services in the different areas too. Bank has also installed
‘KIOSK’ at all the branches so as to get the account information for its
customers. Above that the Bank is to provide Internet Banking facility to its
customers shortly after completion of certain required procedures.

Realizing the fact of difficulty in the survival only on the income out of the
Banking business, the Bank has entered into the Life Insurance field with the
help of “Kotak Mahindra Old Life Insurance Ltd.” on its foundation day (i.e.
08TH May 2008) to expand and flourish. Moreover the Bank is already at
work of protecting the assets & valuables of its customers through the
General Insurance Policy in affiliation with ICICI Lombard General Insurance
Co. Ltd. and is earning handsome commission from its non-banking business.

21
2.1) Board of Directors
NAME DESIGNATION

Prafulchandra A .Shah Chairman

Rameshchandra J. Reshamwala Vice Chairman

Dr. Jainabad B .Bhakta Managing Director

Dr. Kanubhai G. Mavani Managing Director

Dr. Bharatbhai N. Shah Managing Director

Madhusudan N. Katargamwala Managing Director

Kanubhai H. Shah Managing Director

Rajendra N. Chokhawala Managing Director

Dr. Nanubhai D. Harkhani Managing Director

Mahendra R. Kajiwala Managing Director

Kirit G. Gandhi Managing Director

Vipinbhai N. Shah Expert Director

Utpalbhai C. Choksi Expert Director

2.2) Bank Branch Detail:

Sr. Branch Name Address ATM Locker

1 Head Office : (Varachha 'Shrinidhi', Khand Bazar, Yes No

Road) Varachha Road, Surat – 395006

2 Ring Road (Khatodara) Centre Point Building, Yes No

Branch Nr.Kadiwala School, Ring Road,
Khatodara, Surat - 395003

3 Ved Road Branch Ramji Chambers, Ramji Nagar, Yes Yes

Opp. Nani Bahucharaji temple,
Ved Road, Surat - 395004

4 Athwalines Branch M-25, Sargam Shopping Centre, Yes Yes

Parle Point, Surat

22
5 Puna-Kumbhari Branch N J Complex, Puna - Kumbharia Yes Yes
Road, Magob, Surat

6 Textile Market Branch L-G/ 259-262, Adarsh Textile Yes No

Market - I Opp. Textile Market,
Ring Road, Surat

7 Bamroli Pandesara Plot No-B/34-35 ,Jalaram Nagar, Yes Yes

Branch Piyush Point Char Rasta, Gujarat
Housing Board Main Road,
Pandesara Surat-394221

2.3) Glimpses at a glance

 The Bank became the FIRST of its kind in the South Gujarat & second in
the State of Gujarat by providing the ATM Facility to its customers SINCE
1996.
 The Bank was the first Co-op. Bank in Gujarat to offer the VAT (View
Account Terminal) facility at all its branches.
 It was the FIRST Co-op. Bank to get the approval for sanction of Term
Loans under TUF Scheme.
 By “The National Federation of Co-op Credit Society “(Delhi), the Bank got
the Second position in the year 1998 & 99 at the national level for getting
Class – “A “Audit & for being the non-controversial Bank”.
 It also acquired the FIRST position in the district for the Best services at
the competition staged by the “Surat Jilla Sahakari Sangh” in the year
2001-02.
 Further in the year 2008-09, Bank secured the 2nd prize for the stunning
performance in the entire south Gujarat at the function of “Toppers Award”
organized by “South Gujarat Bank’s Association”.
 It is the ONLY Bank in the Surat City to cater to the needs of huge nose of
flood Victims in the year 2006.
 It is also affiliated with some Charitable Institutions for a Good cause of
serving persons economically weak.

23
 SARVODAYA SAHAKARI BANK LTD’S SERVICE

 Loan

Sarvodaya Bank basically provides different types of loans for facilitating their
Account holder. The different types of loans are as under.

 Personal Loan  C.C Facility

 New Vehicle Loan  Machinery Loan
 Home Loan  Customer Durables Loan
 Property Mortgage Loan  Loan against Securities
 O.D Facility
Now we will see the bank Criteria regarding loan and their process as per
Sarvodaya bank’s declaration. The eligibility criteria, bank’s rate, other
charges, Methodology for application are given as under.

2.4) PERSONAL LOAN

1. Eligibility Criteria:

Any salaried person or Professionals or self Employed is eligible for

bank loan. The purpose considered are, social cause or small repairs of
property or Child education etc. Loan granted up-to 5 times of the net monthly
income of the applicant/s or Rs.1 lacs whichever is less. Bank requires
minimum of two personal guarantees having income/asset expectable to the
Bank.

Effective Rate of Interest: 14 % * Processing Charges: Nil

Pre-payment Charges: Nil

Share Money Contribution: 5 % of the Loan Sanctioned.

Tenure For Repayment: Maximum up-to 40 months.

2. How to Apply: An application in Bank’s Prescribed Form duly filled up

having been affixed with the Photographs of the applicant/s and
guarantors along with their signatures to be supported by the papers /
documents detailed as under.

24
For the Applicant/s:

 Photo I.D.  Residential Address Proof

 Income Proof.
 Proof of Immovable Property if owned by the applicant.
 Bank A/c Statement for the last six months.
 Statement of A/c for Loan/ Advance facility availed from other Bank/ F.I
 A letter of undertaking from the employer to deduct of EMI from salary
in case of salaried person if agreed by their Employers.

For the Guarantors:

 Photo I.D.  Proof of Immovable Property

 Income Proof. if owned in their name.
 Residential Address Proof
2.5) VEHICLE LOAN

1. Eligibility Criteria:

Any salaried persons/Professionals - Self Employed/Businessman

CAN APPLY FOR Vehicle loan at Sarvodaya Bank at any branch or Main
office. The condition is only for the purpose of purchase of New Vehicle for
personal usage not other than that. Loan amount will depend upon the
repaying capacity of the applicant and the worth of the personal guarantees
offered.

2. For application under “Quick Disposal Scheme:

Particular Partition Amount (Rs)

Two Wheelers 50000/-
Maximum Loan Vehicle
Amount Four Wheelers 500000/-
Vehicle

25
3. Personal Guarantee having income/asset expectable to the Bank:

Two Wheelers Vehicle At least One

Person.

Four Wheelers Vehicle At least Two

Persons

Rate of Interest: For Two Wheelers Loan 13%

For Four Wheelers Loan 12 %.

Processing Charges: For Two Wheelers Loan Rs. 100/-

For Four Wheelers Loan Rs. 500/-

Tenure For Repayment: For Two Wheelers Loan Max. 24 Month

For Four Wheelers Loan Max. 48 Month

Pre-payment Charges For Two Wheelers Loan Nil

For Four Wheelers Loan Nil

Share Money Contribution 2.5 % of the Loan Sanctioned.

4. How To Apply:
An application in Bank’s Prescribed Form duly filled up having been affixed
with the Photographs of the applicant/s and guarantors along with their
signatures to be supported by the papers / documents detailed as under.

For the Applicant/s:

 Income Proof.  Copy of Driving License.

 Copy of I.T Pan Card.
 Residential Address Proof
 Proof of Residential Property owned by the applicant / member of the
family.
 Bank A/c Statement for the last six months.

26
  Statement of A/c for Loan / Advance facility availed from other Bank /
F.I
For the Guarantors:
 Photo I.D.  Income Proof.
 Residential Address Proof
 Proof of Immovable Property if owned in their name.

2.6) HOME LOAN

1. Eligibility Criteria:

Any person having sufficient repaying capacity, for the purpose of

Purchase or Construct a House Property and residence within the District –
Surat are eligible for the Home loan at Sarvodaya bank. For Loan maximum
up to 85 % of the Purchase Cost as per Sale Agreement or Cost of
Construction as per Construction Agreement in case new Construction or
Valuation by the approved velour of the Bank whichever is less. Loan amount
will depend upon the repaying capacity of the applicant and the worth of the
personal guarantees offered.

1. Personal Guarantee: of at least two persons having income / asset

expectable to the Bank.

2. Primary Security: Mortgage of the House Property.

3. Rate of Interest Floating Scheme: 10 %. (Shall be changed if required

by the bank after a Period of 2 years)

4. Rate of Interest Fixed Scheme: 11 %.

5. Interest Scheme once selected at the time of disbursement can’t be

changed afterwards.

6. Processing Charges: Minimum Rs. 250/- Or 0.50 % of the Sanctioned

Amount out of which Rs.250/- to be deposited at the time of submission of
the loan application.

7. Pre-Payment Charges: Nil

8. Share Money Contribution: 2.5 % of the Loan Sanctioned.

27
9. Tenure For Repayment: Maximum 180 Months, depending upon the age
of the applicant/ co-applicants.

10. How to Apply: An application in Bank’s Prescribed Form duly filled up

having been affixed with the Photographs of the applicant/s and
guarantors along with their signatures to be supported by the papers /
documents detailed as under.

For the Applicant/s:

 Income Proof.  Copy of I.T Pan Card.
 Present Residential Address Proof.
 Copy of Sale Agreement in case of purchase of house property.

In case of construction:

 A copy of Construction agreement.

 A copy of sale-deed of the land.
 A copy of approved plan along with the permission granted by S.M.C.
 Bank A/c Statement for the last six months.
 Statement of A/c for Loan / Advance facility availed from other Bank /
F.I.
For the Guarantors:
 Photo I.D.  Income Proof.
 Residential Address Proof
 Proof of Immovable Property if owned in their name.

2.7) PROPERTY MORTGAGE LOAN

1. Eligibility Criteria:
For the purpose of Business bank can approve loan maximum up to 50
% Valuation of the property by the Bank’s approved velour. Property offered
for mortgage requires Titles Clearance certificate from Bank’s approved
advocate (This requires before disbursement of loan). Loan amount will
depend upon the repaying capacity and nature of business of the applicant
and the worth of the personal guarantees offered.

28
2. Personal Guarantee: of at least two persons having income-asset
expectable to the Bank.

3. Primary Security: Mortgage of the Property offered.

4. Rate of Interest: 13 %

5. Processing Charges: At the prevailing rates of the Bank from time to

time.

6. Pre-Payment Charges: Nil

7. Share Money Contribution: 2.5 % of the Loan Sanctioned.

8. Tenure for Repayment: Maximum 60 Months.

9. How to Apply: An application in Bank’s Prescribed Form duly filled up

having been affixed with the Photographs of the applicant/s and
guarantors along with their signatures to be supported by the papers /
documents detailed as under.

For the Applicant/s:

 Income Proof.  Original Title deeds of the
 Proof regarding Registrations Property to be mortgaged at
of the business. the time of mortgage.
 Proof regarding place of  Bank A/c Statement for the
business. last six months.
 Copy of I.T. Pan Card of the  Statement of A/c for Loan /
applicant/s. Advance facility availed from
 Residential Address Proof of other Bank / F.I.
the applicant/s.
For the Guarantors:

 Photo I.D.  Income Proof.

 Residential Address Proof
 Proof of Immovable Property if owned in their name.

2.8) OVER DRAFT FACILITY

1. Eligibility Criteria:

29
 For the purpose of Business bank can approve loan maximum up to 50
% Valuation of the property by the Bank’s approved velour. Property offered
for mortgage requires Titles Clearance certificate from Bank’s approved
advocate (This requires before disbursement of loan). Amount of Credit
Facility will depend upon the nature of business of the applicant and the worth
of the personal guarantees offered.

Personal Guarantee: at least two persons having income / asset expectable

to the Bank

Primary Security: Mortgage of the Property offered.

Rate of Interest: 14 %.

Processing Charges: At the prevailing rates of the Bank from time to time.

Pre-Payment Charges: Nil

Share Money Contribution: 2.5 % of the Loan Sanctioned.

Renewal: Limit required to be renewed every year.

Tenure for Repayment: This limit will be reduced @ 20 % every year at the
time of renewal and required to be satisfied in full on or before 5 years.

2. How to Apply:

For the Applicant/s:

 Income Proof.  Original Title deeds of the
 Proof regarding Registrations Property to be mortgaged at
of the business. the time of mortgage.
 Proof regarding place of  Bank A/c Statement for the
business. last six months.
 Copy of I.T. Pan Card of the  Statement of A/c for Loan /
applicant/s. Advance facility availed from
 Residential Address Proof of other Bank / F.I.
the applicant/s.
For the Guarantors:
 Photo I.D.  Income Proof.
 Residential Address Proof
 Proof of Immovable Property if owned in their name.
30
2.9) CASH CREDIT FACILITY

1. Eligibility Criteria:
For the purpose of Business bank can approve maximum credit up to
20 % the annual sales Turnover by the Bank’s approved velour. (Own
contribution @ 5 % of the C.C. Limit sanctioned is required). Amount of Credit
Facility will depend upon the nature of business of the applicant, offering of
collateral security and the worth of the personal guarantees.

3. Personal Guarantee: of at least two persons having income / asset

expectable to the Bank.

4. Primary Security: Hypothecation of Stock & Book debts (i.e. not more
than 60 days.)

5. Collateral Security: Not required for Limit below Rs. 2.00 lacs.

6. Drawing Power: 65 % of the Paid stock Plus Book debts for not more
than 60 days on submission of the stock – book debt statements every
month (i.e .D.P. will not exceed the sanction limit).

7. Rate of Interest: 11.50 %

8. Processing Charges: At the prevailing rates of the Bank from time to

time.

9. Pre-Payment Charges: Nil

10. Share Money Contribution: 2.5 % of the Limit Sanctioned.

11. Renewal: Limit required to be renewed every year.

Tenure for Repayment: This limit will be reduced @ 20 % every year at the
time of renewal and required to be satisfied in full on or before 5 years .

How to Apply:

For the Applicant/s:

 Income Proof.

31
  Proof regarding Registrations  Copy of I.T. Pan Card of the
of the business. applicant/s.
 Proof regarding place of  Residential Address Proof of
business. the applicant/s.
 Original Title deeds of the Property to be mortgaged at the time of
mortgage.
 Bank A/c Statement for the last six months.
 Statement of A/c for Loan / Advance facility availed from other Bank /
F.I.

For the Guarantors:

 Photo I.D.  Income Proof.
 Residential Address Proof
 Proof of Immovable Property if owned in their name.

2.10) MACHINERY LOAN

1. Eligibility Criteria:

For purchase of new machinery for the purpose of Business, Bank can
allowed Maximum Loan facility @ 75 % of the Cost of machinery. Amount of
Loan will depend upon the repaying capacity, Nature of business, offering of
collateral security and the worth of the personal guarantees.

Personal Guarantee: of at least two persons having income / asset

expectable to the Bank.

Primary Security: Hypothecation of Machinery.

Collateral Security: Not required for Limit below Rs. 2.00 lacs.

Rate of Interest: 12.00 %

Processing Charges: At the prevailing rates of the Bank from time to time.

Pre-Payment Charges: Nil

Share Money Contribution: 2.5 % of the Limit Sanctioned.

Renewal: Limit required to be renewed every year.

32
Tenure For Repayment: Loan to be repaid in maximum 60 EMI.
How To Apply: Same as Methodology of C.C facility.

2.11) loan against security

Sr. Types of Loan Maximum Limit Rate of Interest *

1 Against pledge NSC/KVP 80% of Face Value 10%
2 Against Assignment of LIC 90% Of Surrender 10%
Policy Value
3 Against Non-cum. RBI/UTI 70% face value 10%
Bond
4 Against pledge of Gold Rs.9500 per every 10 11%
ornament Gms.
5 Against FDR 90% of FD Amount FD Rate + 1%

2.12) Various Deposit Schemes:

FIXED DEPOSIT SCHEMES FLEXI DEPOSIT

 Minimum Rs.10000/- Thereafter
Sr. Period(Days) Rate of
In Multiplication of Rs.1000/-
Interest
 Maximum Period Up To 5
1. 30 to 45 4.50%
Years.
2. 46 to 90 5.50%
 1% Less Of Above Interest
3. 91 to 180 6.50%
Rate.
4. 181 to 365 7.50%
 Withdraw able before maturity
5. 366 to 730 9.00%
in parts in multiplication of Rs.
6. 731 to 1095 9.50%
1000/- as and when needed
7. 1096 to 1825 10.00%
without charging penal interest.
8. Above 1826 9.00%

33
GOLDEN MONTHLY INCOME PLAN (GMIP)
Get monthly interest by investing in this scheme. Facility to get monthly
interest credit to savings account with our bank or get cheque for monthly
interest in advance for the entire tenure of deposit.

RECURRING DEPOSIT

Sr. Months Amount Rate Maturity Amount

(Rs)
1. 12 100 9.00% 1260.00
2. 24 100 9.50% 2651.00
3. 36 100 10.00% 4208.00
4. 48 100 10.00% 5911.00
5. 60 100 10.00% 7791.00

REINVESTMENT DEPOSIT SCHEME

In this scheme customer will get interest RE-INVESTED on deposit amount.

Minimum period of deposit would be 15 months & above.

 Mobile Banking:
Mobile banking (also known as M-Banking) is a term used for performing,
account transactions, credit applications, balance checks payments, and other
banking transactions through a mobile device such as a mobile phone or
Personal Digital Assistant (PDA). The earliest mobile banking services were
offered over SMS, a service known as SMS banking.

Mobile Banking Service over Application/Wireless Application Protocol

(WAP)

The service is available on java enabled /Android mobile phones (with or

without GPRS) where the user is required to download the application on to
the mobile handset. The service can also be availed via WAP on all phones
(java/non java) with GPRS connection.

34
The following functionalities are available:

 Funds transfer. (within and outside the bank)

 Interbank Mobile Payment Services. (IMPS)

 Enquiry services. (Balance enquiry/ Mini statement)

 Cheque book request.

 Demat Enquiry Service.

 Bill Payment (Utility bills, credit cards, Insurance premium), Donations,

Subscriptions

 Mobile Top up.

Business Rules:

All Current/ Savings Bank Account holders in P segment are eligible.

Transaction limit per customer per day is Rs.50,000/- with a calendar
month limit of Rs.2,50,000/- All customers can avail the Service irrespective
of their telecom service provider. The Service is free of charge. SMS/GPRS
cost will be borne by the customer.

Mobile Banking Service over SMS:

The service is available on all phones (java/non java) with/without GPRS

connection. No need to download the application. Ordinary SMS charges are
applicable.

The following functionalities are available:

• Enquiry Services (Balance • IMPS- Mobile to Mobile

Enquiry/Mini Statement) Transfer
• Mobile Top up • Change MPIN

 Stamp Franking:
Franking (or "franks") are any and all devices or markings such as postage
stamps (including those pre-printed on postal stationery), printed or stamped
impressions, coding, labels, manuscript writings (including "privilege"

35
signatures), and/or any other authorized form of markings affixed or applied to
mails to qualify them to be post ally serviced.

36
 CHAPTER: 3

INTRODUCTION TO THE RESEARCH

37
3.1) Literature Review
Defining and measuring quality in services might be difficult due to the
intangible nature of the service offering. The researches on service quality
have been carried out within the framework of widely accepted service quality
servqual instrument since then; many researchers have used the 22-items
scale to study service quality in different sectors of the service industry
including financial institutions…
The service quality model was derived from the magnitude and directions of
five gaps as follows:
Gap 1 (Understanding): the difference between customer expectations and
management perceptions of customer expectations
Gap 2 (Service Standards): the difference between service quality
specifications and management perceptions of consumer expectations.
Gap 3 (Service Performance): the difference between service quality
specifications and the service actually delivered.
Gap 4 (Communications): the difference between service delivery and what
is communicated about the service to customers.
Gap 5 (Service Quality): The difference between customer expectation of
service quality and customer perception of the organization’s performance

Quality is the keyword for survival of organizations in the global economy.

Organizations are undergoing a shift from a production-led philosophy to a
customer-focused approach. Competitiveness of a firm in the post-liberalized
era is determined by the way it delivers customer service. Quality is the
keyword for survival of organizations in the global economy. Organizations
are undergoing a shift from a production-led philosophy to a customer-
focused approach. Competitiveness of a firm in the post-liberalized era is
determined by the way it delivers customer service.

I have collected the three different repots which somewhere related with the
Banking and Service sector which really gives good conclusions. This was
very helpful to me for the decision making and analysis of my research. The
findings and their conclusion has been included here for more reference and

38
their source also been included in the Bibliography in the part of literature
review.

Customer Satisfaction, Perceived Service Quality and Mediating Role of

Perceived Value: (2012) (page No: 17, 18, 19, 20) (worded by Saif Ullah
Malik) ” Regression and correlations analysis The results of testing mediating
model using a stepwise regression analysis are shown in Table 4. In this
model testing, independent variable in Step 1 was then followed by
entering, mediating variable in Step 2. An examination of multicollinearity
in the coefficients table shows that the tolerance values for the relationship
between the independent variable (i.e. perceived service quality) and the
dependent variable (i.e., customer satisfaction) were 0.986., indicating the
variables were not affected by multicollinearity problem. The outcomes of
testing hypotheses in two Steps: Step 1 showed that relationship between
perceived value and perceived service quality are significantly correlated with
customer satisfaction (β=.306, p<0.001), therefore H1 supported.”

Measuring Service Quality in Retail Banking Sector in Context of

Gujarat: (2012) (Page No: 43) (worded by parmita Mehta): “When
compared with customers’ expectations, reliability dimension of service quality
shows the highest shortfall considering all banks together and the dimension
of assurance shows the smallest gap. The type of account is the
demographic variable in the given context that could be used to profile the two
segments. Responsiveness is the most important dimension in influencing
overall quality perception, overall customer satisfaction, likelihood for
recommendation and loyalty intention. The tangible is the second most
important dimension in influencing the above constructs.”

Determining the gap between customer Expectation and perception In

retail Banking: (2012) (Page No: 26) (worded by Ganesh P and Dr. R
Nandagopal) “The study confirms that there is significant gap between the
customers expected service and perceived service level in retail banking
across all service quality dimensions, which leads to dissatisfaction and non-
committal approach towards the service provider. A customer is not just
money in the cash register. He is a human being with feelings and deserves
39
to be treated with respect. Any business without a focus on customer
satisfaction is at the mercy of the market. Without loyal customers eventually
a competitor will satisfy those desires and your customer retention rate will
decrease.”

Customer perception on service quality in banking sector: with special

reference to Indian private banks in Moradabad region: (2012) (Page No:
600, 601, 602) (worded by Vibhor jain, Dr.Sonia Gupta, Smrita Jain)
“There is an urgent need for the banking services to reaffirm themselves in
view of the cutthroat competition, which is close on the anvil. The banks shall
have to reorient themselves in terms of the customer service parameters to
instill the concept of quality service in the mind of the customer and therefore
the growth. Strategically speaking, the banks in the private sector should
focus more on improving the infrastructure. The infrastructure not only
involves the information technology input in the branches but also the physical
evidence, internal environment and layout. This is due to the fact that recently
like in other services, in banking also the internal ambience of the
organization has a positive impact on the customers. The customers trust the
public sector banks. These banks have existed in the market for a longer
period than the private sector banks. The reliability factor is a positive factor
for these banks. They should position themselves in the market on the basis
of this dimension and promote themselves aggressively. This will not only
help them survive the present onslaught from private sector banks, but also
be competitive in the market. The Private sector Banks should be improved in
such point of view the growing needs of the customers are evident from the
wide array of services being offered by the banks like insurance, mutual
funds, depository services, etc. According to Reserve Bank of India, the
voluminous increase of 14,85,643 crores in the retail financing schemes of the
various banks indicates the varied needs of the customers, in which the
private sector banks have emerged as the significant players. This in turn
points towards the degree of readiness, which these banks are demonstrating
towards the customers and their needs. Besides this, these banks should
follow the strategy of differentiation of service offers from one another. Last
but not the least, the customer base of the public sector banks is very big as

40
compared to the private sector banks, therefore it is important to retain them
with the banks. It becomes imperative for the private sector banks to train
their employees to treat the customers with empathy. This can give the
required leading edge and finally the competitive advantage over the public
sector banks. The study indicates that the responsiveness is a most critical
factor. The private sector banks like HDFC & ICICI Bank have emerged as the
leading bankers. It is more so due to the fact that they have proven to be
more responsive to the customers’ needs. However, in order to be more
successful in the market, the private sector banks shall have to be more
innovative in terms of the product offers to the customers and compete
aggressively in the market. The other aspect however, which needs to be
strategized is the reliability. As indicated by the study, the private sector
HDFC bank leads in reliability when compared to the other private sector
banks. Therefore, these banks should make relevant strategies for gaining
reliability….”

Customer’s perception of service quality of State Bank of India - A

Factor Analysis: (2011) (Page No: 24) (Dr. Mrs. G. Santhiyavalli) “Service
quality should be used as a strategic tool to get a competitive advantage over
the competitors. With the increasing levels of globalization of the Indian
banking industry, and adoption of universal banks, the competition in the
banking industry has intensified. Any where’ and ‘any time banking now
become a reality .Recognition of service quality now acts as a competitive
weapon. Analysis of gap score reveals that in State Bank of India ‘Empathy’
has maximum average score of 3.240 among other four dimensions. The
factor analysis clearly indicates that among five dimensions ‘Reliability’,
‘Responsiveness’, ‘Empathy’ and ‘Tangibility’ are the major factors
responsible for customer satisfaction which stood at 90 percent regarding the
services provided by State Bank of India. Thus based on the percent level of
customer satisfaction, the State Bank of India has scope to improve the
quality of the service rendered to its customers to ensure their loyalty.”

Service Quality Perception and Customers’ Satisfaction in Internet

Banking Service: A Case Study of Public and Private Sector Banks:

41
(2011) (page No: 63) (Dr. Vijay M. Kumbhar) “In the modern banking service
internet banking is one of the convenient banking services. It provides wider
benefits to the customers. All banks were not providing quality internet
banking services. Our study indicates that, overall service quality and
customer satisfaction in internet banking services is approximate same.
However, dimension wise service quality was differed by type of banks. The
second hypothesis of this study has been tested using correlation test. Here
spearman’s rho non-parametric correlation test was performed to understand
correlation between each of service quality dimensions and overall customer
satisfaction in Internet banking. As per SPSS 19.0 user manual multiple
correlation test is useful to assess relation between multiple independent
variable and one dependent variable. Therefore, we have performed
spearman’s rho non-parametric correlation test and result shows that there
was a significant relationship between all dimensions and overall customer
satisfaction, it leads to accept null hypothesis The present research evidence
that most of internet banking users were male (81.2%), with a age group
between 25 to 35 (34.7%), 36 to 50 years (34.8%), graduates (49.5%), post
graduates (41.1%), Businessman (36.4%), employees (31.6%). Income wise
data shows that there most of users were belongs to middle income group.
About 56.45% users were from annual income group of Rs 3 to 8 lacs;
18.30% were from annual income group of more than 8 lacs and remaining
was from annual income group of below than Rs. 3 lacs. This data indicates
that reject null and accept alternative hypothesis – 1 i.e. Alt: All types of
customers are not using internet banking services i.e. male and female; semi
literate and highly literate; belongs to all professions; belongs to low and high
income group

Service Quality Attributes Affecting Customer Satisfaction in Banking

Sector of India: (2010) (page No: 97) (worded by Uma Sankar Mishra,
Jyoti Ranjan Das, Sanjib Pattnaik, Ayasa Kanta Mohanty) “Delivering
superior service quality appears to be a prerequisite for success of any
service firms. As electronic banking becomes more prevalent, now-a-days
customers are evaluating banks based more on their “high-touch” factors than
on their “high-tech” factors in most of the developing economy like India. The

42
operationalization of customer satisfaction in banking sector is somewhat
hazy, and it should be operationalized along the same dimensions that
constitute service quality. In this context, two proposed structural equation
models (SEMs) show the relationship between customer satisfaction on bank
services and the attributes of the perceived service quality. The proposed
models identify service quality attributes to improve, with the aim of offering
bank services characterized by higher levels of quality…..”

Analysis of service quality gap and customers ‘satisfaction in private

banks: (2010) (page no: 1 to 17) (worded by Dr. S.P. Singh, Ms. Sunayna
Khurana) “The results of Gap 5 analyses showed that customers’ perception
for private banks in Hissar District was lower than their expectations. In
attributes like “Bank staff giving customers best interest at heart”, “Personal
attention given” , “Friendliness and courtesy of Bank staff”, “When My Bank
promises to do something by a certain time, it will do so”, “Individual attention
given by Bank staff” ,the service quality gap were high (more than -1.00). The
bigger is the gap the greater the need to improve the level of service quality.
The study also found that male customers are dissatisfied with attributes like
“Bank staff giving customers’ best interest at heart”, on the other side females
are dissatisfied with other attributes as “Personal attention given by bank
employees”. This means that banks have to give more importance to such
attributes and must take steps to reduce the service quality gap. The study
noted that perception &expectation of males & females related to 15 attributes
of service quality are same. This explains that these fifteen attributes are of
importance for both group of customers (male & female).Related to overall
satisfaction with the banks services; it was also found that male customers
are little more satisfied than female customers as the mean value of
satisfaction level of male (3.43) is more than the mean value of satisfaction
level of female customers (3.33). The study also revealed that there is no
significant difference between the Satisfaction level of male & female
customer related to Overall satisfaction, Personal Contacts of bank
employees and Quality of Banking Services. This means that bank customers
whether they are male or females are just satisfied with services of private
banks. They have more expectations with banks. Therefore the Private Banks
43
Table 4: Hypothesis testing- h2, h3, h4, analysis of service quality gap and
customers’ satisfaction in private banks18should adopt measures to reduce
the service quality gaps specially related to attributes likes “Bank staff giving
customers best interest at heart”, “Personal attention given” , “Friendliness
and courtesy of Bank staff”, “When My Bank promises to do something by
ascertain time, it will do so” and “Individual attention given by Bank staff”.

Service Quality Delivery and Its Impact on Customer Satisfaction in the

Banking Sector in Malaysia (2010) (page no: 402, 403) (worded by
Jayaraman Munusamy, Shankar Chelliah and Hor Wai Mun)
“Undoubtedly, no business can exist without customers. In the philosophical
words of Peppers and Rogers “The only value your company will ever create
is the value that comes from customers—the ones you have now and the
ones you will have in the future. This is absolutely true. Customer value is an
asset to the organization. Hence, in order to maintain the customer, the
organization needs to ensure that the right products and services, supported
by the right promotion and making it available at the right time for the
customers. While quality service and merchandise are essential in today’s
competitive market, it is equally important that a customer experiences the
"Wow Effect" that only superior customer service can deliver. A business that
caters to their customers` needs will inevitably gain the loyalty of their
customers, thus resulting in repeat business as well as potential referrals.
Consequently, it is imperative that businesses get to know their customers.
Establishing a professional relationship with customers empowers us with
the knowledge of what our customers need. When a business focuses on
delivering what is of value to their customers, this will generate the potential
for repeat business as well. The feedbacks from the survey is a testament to
the customer satisfaction hypothesis most definitely, there exists a positive
relationship between reliability with customer satisfaction. Similarly, the other
attributes, such as; assurances, tangibles, empathy and responsiveness all
have positive relationship with customer satisfaction. It is far more difficult to
measure the level of performance and satisfaction when it comes to the
intangible expectations. One of the ways to help obtain loyal customers is by
having products and services that are so good that there is very little chance

44
that the customer requirements will not be met. Of course, one of the
difficulties in understanding the true customer requirements is that the
customer can and will change them without notice or excuse. Having a good
recovery process for a dissatisfy customer is a very important and necessary
process for any service organization.

Banking Services and its Barrier: (2007) (Page No: 57) Worded By
(Thorsten Beck, Asli Demirguc-Kunt and Maria Soledad Martinez Peria)
“This paper is the first effort to systematically document the existence of
barriers to banking services. Using surveys of 193 banks in 58 countries, our
data show significant variation in barriers to banking across countries.
Though not without limitations, we think that this effort is important in
identifying and understanding the channels through which financial exclusion
works. Barriers like high minimum deposit balances, minimum loan amounts
and fees can lead to exclusion by making these products unaffordable for
large shares of the population.

As a first attempt at capturing quantitative measures of cross-country

differences in barriers to banking along the dimensions of physical access,
affordability and eligibility, this paper is complementary to other efforts to
collect data on access to financial services at the aggregate, firm- and
household levels. We are still very much in the beginning of this work and
richer data sources and in-depth analysis are needed to improve our
understanding of access and its impact on economic outcomes.”

Report for E-Banking Service and Customer Review: (2007) (page No:
74) Worded By (Dr. Himani Sharma)“Regarding bankers’ perspectives on e-
banking activities of customers, the study reveals that there is not much
awareness in Indian customers regarding use of e- banking services. But, the
guidance and persuasion by bankers does promote the use of such services
amongst the customers. There is greater incidence of e- banking usage
among the middle age men (30 to 50 years of age); and women customers
use such services much less frequently. Occupation-wise, the professionals,
followed by business class, make more use of e-banking services. Bankers
are satisfied regarding the retention rate and access rate of e-banking
45
customers and they are also satisfied with switch over rate of customers from
traditional banking to e-banking. Regarding impact of e-banking, the study
indicates that e-banking helps in improving the relationship between bankers
and customers. The bankers expressed confidence that such bonds would
bring improvement in the overall performance of banks. The willingness to
use the e-Banking is directly related to the frequency of usage. There
should be seminars/workshops/talks on the healthy usage of e- Banking,
especially for those who are ATM or computer illiterates.”

Brief report on SMME’s measure of satisfaction with banking services:

(2008) (page no: 1 to 4) worded by (Professor N Biekpe) “The findings
strongly indicate that SMMEs’ are generally not happy with the core services
they receive from their banks. However, when asked whether they will
consider changing their banks they were very reluctant to do so because they
felt that the situation will be similar in other competing banks. The main worry
to SMMEs is bank charges and advice services provided by their banks.
…….”
Report for which field Bank’s Service should be Focused: Operation or
Marketing: (2009) (page No: 45) Worded By (Ankita
Singh)“The project opportunities provided was market segmentation and iden
tifying prospective customers in potential geographical location
and convincing them to attract more customers so that new business
opportunities of the bank can be explored. Through this project, it could be
concluded that people are not much aware about the various products and
services of the bank and many of them not interested to open an account, to
invest money at all. The conclusion is that there is tough competition ahead
for the company from its major competitors in the banking sector.”

Customer Satisfaction measurement in private bank sector: ( 2005)

(page No: 143) Worded By (Robert Rele)“The presented customer
satisfaction survey took place in two different branches of the Commercial
Bank of India in the area of the city of Pune. I have found that in bank
sector has a lot opportunity because of a lot of dissatisfaction and grievance

46
has been evaluated by statistical tool. The progress of Banking environment
will be high rezone behind this is not only it is related the financial
management but also a lot of improvement is expected by their customer for
the bank services. A more detailed presentation is presented
below…………” Measuring Service Quality: Study on Private commercial
Bank in India and Bangladesh: (2002) (page No: 46) Worded By (Mohammad
Mizenure Rahaman)The research on measuring service quality has focused
primarily on how to meet or exceed the external customer’s expectations,
and has viewed service quality as a measure of how the delivered service
levels equalize consumer’s expectations. This study measuring service
quality of PCBs in Bangladesh and even India mainly studied on client
expectation and perception about the services on different five dimensions.
There are several interesting conclusion and research implications drawn
from these results. One of the primary causes of service quality design
failure is the lack of understanding of the evolving need and preferences of
targeted customers……”

3.2) Problem Statement and Formulation

It is very first and most important step in the applied research process
because poorly defined problem will not generate useful results. Poorly
defined problem cause confusion and do not allow to develop a good
Research Design.

The selected basic problem is to study, - Determine the deference of SSB’s

perceived services and Account Holders’ expected services for SSB.

Many banks are far from the advantageous position because of scrawny
ability to identify the gaps between the customer expectations and
perception of service o f bank. If they are not able to identify those gaps
effectively any banks will not sustain in the stiff competition.

It is very fact and practical that if Account Holders are not satisfied with what
they received from their bank representatives, grievance will increases and

47
even negative outcome will arise. So, this problem should deeply checked by
doing research work on it.

If it has done so, than it will very beneficial to the account holders and even
management of the SSB. Hence, it should be very clear that the problem is to
analyze the gap between the service perception and account holders’
expectations. A result of this analysis gives very clear idea to management of
SSB regarding the correct way and significance of the Bank services.

3.3) Objective of the study

Objective is divided in two parts, primary and secondary. It suggests the clear
objective of this project report.

1. Primary Objective:
 To analyze the financial sector with the help of SSB bank as one of the
financial intermediately.
 To study the SSB’s functions as whole.
 To implement and to get experience about the Research Methodology
as the beginner in this field.

2. Secondary Objective:
 To analyze the impact of service quality and customer satisfaction of
SSB.
 To find the most important dimensions of service quality that
affect customer satisfaction of SSB.
 To identify the solution regarding grievance of Account Holder of
SSB.

3.4) Scope of the Study

The scope of the study is limited to Surat city and the study is
undertaken through Cluster Sampling Method.

48
3.5) Significance of the Study

1. To the Reader:

Better Understand the quality of any bank’s services:

This report is very help full to the entire individual including the SSB’s account
holders is judge the any bank’s services though important criteria pot rat in
this report. Any individual can easily clears their opinions and dilemma of any
bank’s services.

2. To the Management of SSB:

Study will enable SSB to better understand their Account Holders:

A thorough survey and interpretation will provide deep insights into every
account holders’ expectations and the SSB will understand them in a much
better way. SSB can identify the grievance of their account holders and can
improve SSB’s drawbacks very easily to remove the prevailing grievance
easily.

Study will allow SSB to design service method according to Account

Holders’ requirements:

To study this report, SSB can do better management which favors to their
account Holders. The Study will helps to the management of SSB to improve
the Service standard as per all kind of account holders’ expectation. The Gap
of Management perception and account holders’ expectation will become low
by implementing this study.

3. To the researcher:

This project will clear the knowledge of various Bank services:

At the end of this project, my knowledge regarding bank services will

increases and even clear the banking service and methods.

49
It gives sufficient experience for conducting research methodology:

By completing the research on the mention dilemma, I as a fresh researcher

can get idea regarding how to do research. The methodology and important
criterion been known to me. This gives me better experience regarding the
research and implementation. In this way it helps me to upgrading the skills of
research in myself.

50
 CHAPTER 4

RESEARCH METHODOLOGY

51
4.1) Research Design

I am putting my research plan on the paper to make clear and transparent

investigation for above stated problem. This plan is as under:

I am planning to conduct the formal research within the time frame on summer
training and within SSB’s office hours. To justify my research question I am
planning to collect the relevant data from different sources like, SSB‘s office
record, magazines, Business statistics books, relevant software and even
from different professionals.

I am planning to use primary data by questionnaire with the help of

communication study. To fill up the questionnaire I have decided to go with
simple random sampling. I am going to take 300 all types of account holders
of SSB out of 1lack 20 thousand account holders. (Population) hence it should
be clear that entire variable is in my control which suggests experimental
design.

My objective is to identify the problem which really makes impact to other

variables like services method, quality e t c. I want to study the gap between
the perceived service of SSB and expected service of account holder of SSB.
Meaning is to analysis what is the factor which influence to SSB service? This
objective is based on causal study.

The results and findings which I will derive from the end of this research it will
influence to all the population of SSB. Hence my aim is to go with statistical
study. By reading up to here I should to clear that this research will based on
field condition.

4.2) Collection of Data

1. Primary Data:
All the people from different profession were personally visited and
interviewed. They were being the main source of the primary data for this
research. The method of collection of primary data was direct personal
interview through structured questionnaire.

52
2. Secondary Data:
It was collected from internal sources. The secondary data was
collected on the basis of SSB’s office file, official records, and newspapers.
Also from reference book of research and business statistic, magazine and
last management preserved information.

4.3) Sample Design and size

It was convenient for me to go with the sampling. This technique not only
busts the speed of data collection but also create accuracy of the result. I
have taken 300 as a sample sizes out of 1 lack 20 thousand all type of
account Holders. To fill up the questionnaire I have made a plan, in which I
will divide 300 questionnaires in the part of approx 45 for each branch of SSB,
to get the view of all branch which situated at different location.

4.4) Data collection instrument

As I decided to collect data through Primary data collection, I have selected

the Simple Survey method for collection of Primary Data. In the Survey
method, I have selected Personal Survey for his data collection. For the
collection of required Primary data, I have prepared the Questionnaire,
which is enclosed at the end of the report. The Questionnaire includes
question such as multiple choice questions. As per research design I have
decided to collect 300 all type of account holders of SSB from 1 lack 20
thousand population.

4.5) Processing and analyzing the collected data

When I complete my field survey, I processed the collected data and analyze
it in a systematic manner so that I can easily derive results from it. In order to
derive meaningful outcomes from data, I have formed the data in tables and
then use various Statistical tools and interpret the data as it is shown in the
chapter of findings and analysis of data.

53
 CHAPTER: 5
DATE ANALYSIS AND INTERPRETATION

54
Q1: Account holders’ experience regarding SSB’s internal ambiance:

(Table 1)

Particular Good Having Personal Not attentive Unexpected negative

Environment Attention one feeling
Account 30 75 140 55
Holder

Pleasant & attractive decor

14%
Very Satisfied
46% Satisfied
22%
Neutral

Dissatisfied

18%

(Chat 1)

Interpretation:

As seen in the above table, 47% account holders have Grievance that the
Bank representatives are not giving individual attention to them which they
expected from the bank representatives. On other hand, only 10% Customer
are in fewer of the Bank services. It’s not gives much attention to result which
derived from the Account Holder’s survey. It shows the dark line to
management for their performance. There are only 25% account holders
which are satisfied with the services. Hence, management has to take very
rapid action to control this situation.

55
Q2. Experience of Account Holders, when they approach for the any
kind of loan towards SSB.

Particular Flexible Tedious Depend on Time Consuming

amount of lone
Account 43 77 110 70
Holder
(Table 2)

Time Consuming 70

Depend on amount of lone 110

Tedious 77

Flexible 43

0 20 40 60 80 100 120
Flexible Tedious Depend on amount of lone Time Consuming

(Chat 2)

Interpretation:

As seen in the above table, out of 300 accounts holder 70 has given negative
opinion which very problematic for bank because this may affect to the Bank
credit policy.110 Account Holders has gives the diplomatic answers, which
shows the red signal to the management because they may shift to the
negative perception. 7 Account Holders has given negative opinion for the
Credit policy. This Shows that 26% Account Holders are not willing to
approach to bank for credit.

56
Q3. Account holders’ knowledge regarding various services of bank.

Particular E- ATM M- Insurance Lockers Stamp Kiosk

Banking Services Banking Franking
Male 46 46 62 14 13 12 15

Female 28 50 21 10 30 0 13

Total 74 96 83 24 43 12 28

(Table 3)

Account Holder's Knowledge regarding Various Bank services

120
100
80 96
60 83
74
40 Male
20 43
24 12 28 Female
0
Total

(Chart 3)

Interpretation:

Sarvodaya Sahakari Bank has been fail to spread the knowledge regarding
the stamp Franking, Insurance facility locker facility, and Kiosk facility. The
Account Holders are not much aware regarding those facilities which have
been provided by the bank. The lowest and shocking result is that only 4%
Account Holders knows about Stamp Franking. And in the case of female
candidate 0% awareness are counted. Knowledge of ATM services is highest
in Account holders.

57
 Q4. Satisfaction level of Account Holders towards the lending officer:
Particular Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Friendly and courteous manner 45 51 60 78 66
Knowledge of bank's products & 64 59 70 66 41
Services
Willingness to listen and respond 30 46 46 56 122
to your need
Fast and efficient service 22 18 23 96 141

Recognition of you as valued 46 50 70 77 61

customer
Available to customers when 77 65 70 65 23
needed
Offer of other services or 25 23 68 61 100
alternative means to meet your
needs
(Table 4)

Overall satisfaction level Friendly and courteous

manner

Knowledge of bank's
products & Services
8%
14%
Willingness to listen and
respond to your need

25% Fast and efficient service

21%
Recognition of you as
valued customer

Available to customers
15% 10%
when needed
7%
Offer of other services or
alternative means to meet
your needs

(Chart 4.1)

58
 160
141
140
122
120
96 100
100
78 77 77
80 66 64 7066 70 70
61 65 65
68
61
60 59 56
60 51 4646 4650
45 41
40 30
221823 23 2523
20
0

Very Satisfied Satisfied Neutral

Dissatisfied Very Dissatisfied

(Chart 4.2)

Interpretation:

As seen in 1st pie chart, we can say that as compare to satisfactory level
dissatisfaction level is high in all the criteria of the analysis. Bank
representatives are not at all attentive towards their customers. They are not
proving as fast services as customer wants, that’s why the customers have
highest dissatisfaction in this area. One positive outcome is that bank
representatives are regular in service, because we can see that highest
satisfaction level is here always available to customers when needed. All over
performance is very negative for SSB bank, which shows red alert for the
management.

59
Q5. How fast the Account holders’ problem has been solved:

Particular Immediately Within 24 Within 3-5 More than

hours business days 1month

Account 56 63 75 106
Holder
(Table 5)

Account Holder's solution of their

problem
Immediately
19%
35%
Within 24 hours

21% within 3-5 business

days

More than 1month

25%

(Chart 5)

Interpretation:

Here, It is clearly seen that the solution for the account holder’s problem is
very slow. This can become the reason for account holders’ grievances for
dissatisfaction. If this process been revised, it will very beneficial for bank to
solve or to decrease the grievance’s level which we have found in other
cases.

60
Q6. Bank’s band image as internal design:

Particular Well Designed Convenient very crowed Distinctive image

Account 78 59 124 39
Holders
(Table 6)

Bank's Brand image

convinount
20%
28%

Non-
convinount

nutral
52%

(Chart 6)

Interpretation:

In today’s competitive market, bank sector has been created their own
distinguish brand image. As comparing the globalized market, SSB’s layout
and image has not put much significance towards their account holders and
other potential customer. As the qualitative services, SSB have to focus on
their lay out to make distinctive image and to fight with other nationalized bank
and other financial institutions.

61
Q7: ATM facility and account holders’ expectation:

Particular convenient Non-convenient neutral

ATM facility and Customer's 83 154 61

requirement
(Table 7)

180

160

140

120

100

80
154
60

40 83
61
20

convinount Non-convinount nutral

ATM facility and Customer's requirment

(Chart 7)

Interpretation:

There are only 7 ATM Machines in allover Surat city. Hence, as seen in the
graph account holders are not-convenient to use ATM facility due to fewer
machines provided by the bank. To remove this grievance, bank should
establish more and more number of ATM machines in Surat city at different
locations.

62
Q8. Requirement of locker facility:

Particular Availability (%) Requirement (%)

Locker Facility
at different 54.62 84.59
branch
(Table 8)

90
80 84.59
70
60
50 54.62
40
30
20
10
0

Availability (%) Requirement (%)

(Chart 8)

Interpretation:

As seen in this graph it is identify that as per Account holders’ requirement

bank has not provided locker facility. Bank has not fulfilled the demand of their
account holders. As we have seen earlier out of 7 existing branch only 4
branches has locker room. To facilitate their account holder bank should give
locker facility at every branch.

63
 Q9. Account holders’ expectations from their Bank for giving online
service:

Age of Respondent (%)

Respondent
up to 30 30 to 40 40 to 50 50 to 60 60 above
Completely Trust 46 41 37 21 2
Somewhat 28 32 24 35 29
Dubious 12 10 8 16 20
Not at All 14 17 31 28 51
(Table 9)

60

50

40

30

20

10

up to 30 30 to 40 40 to 50 50 to 60 60 above

Age of Respondent (%)

(Chart 9)

Interpretation:

As per analysis, I can say that the respondent whose age is up to 30, that
have high trust on the online banking but as age increases the level of trust
has been decreased. The level of in acceptance the online service has been
increased as age increases. Dubious for online services has been increase
tremendously after the age of 40. Here, we can see that at the earlier age,
dubious is again high for online service. Filling of uncertainty is going up and
down at all the age but lowest uncertainty has been found at again the age of
40 and highest level is at the age of 50.

64
  Dubious for online services has been increase tremendously after the age
of 40. Here, we can see that at the earlier age, dubious is again high for
online service.
 Filling of uncertainty is going up and down at all the age but lowest
uncertainty has been found at again the age of 40 and highest level is at
the age of 50.

Parametric Test:

H0 = There is no significance relationship between age group and

respondent preference.

Answer: (Annova test)

Respondent Age of Respondent (%)

up to 30 30 to 40 40 to 50 50 to 60 60 above Total
Completely Trust 46 41 37 21 2 147
Somewhat 28 32 24 35 29 148
Dubious 12 10 8 16 20 66
Not at All 14 17 31 28 51 141

( )
C.F =

= 12600
( ) ( ) ( ) ( )
SSBR = + + +

= 4321.8+4205+871.2+3976.2
= 13374.2-12600

= 774.2
SST= [2116+1681+1369+441+4+784+1024+576+1225+841+144+100+

64+256+400+196+289+961+784+2601]-[12600] =15836-12600 =3236

65
 Annova Table
Source Sum Sequence DOF Mean Sequence F
Between row 774.2 3 259.06
2.09
Residual 2461.8 20 123.09
Total 3236 23 3 F cal

Significance level: 5

DOF [High 20] = 123.09

[Low 3]= 258.06
F tab = F cal
There is no significant relationship between age group and
respondent preference, so
H0 = Hypothesis should be rejected.

66
Q10. Account holders’ requirement, at which time bank should open:

Respondent
Expected Starting Time (%)

Gender At 8 AM At 9 AM At 10.30 AM At 11 AM

Male 15.4 69.1 5.4 10.1

Female 9.4 57.4 25.7 7.5

(Table 10)

70
60
50
40 Male
30
Female
20
10
0

At 8 AM At 9 AM At 10.30 AM At 11 AM

(Chart 10)
[Actual Time: 10.30 A.M]
Interpretation:

As seen in above graph, it is very clear that Account Holders are not finding
the convenient timings of Bank which they are implementing currently. It is
clear analysis that, Account holder of SSB want to start their bank’s working
hour from 9 A.M. Even Female respondent has also rated for 9 A.M. So, it is
suggested to change the SSB’s working Hours 10.30 A.M to 9 A.M.

67
Q11. Satisfaction level towards branch facility:

Particular Very Satisfied Neutral Dissati Very

Satisfied sfied Dissatisfie
d
Clean & well cared 150 59 16 25 51
facilities
Efficient, no wait 17 25 63 119 76
service
No long line ups at 28 26 38 56 152
counter
Availability of 33 186 45 11 25
information
brochures
Pleasant & 31 46 38 99 86
attractive decor
Automatic bank 30 10 120 80 60
machines in
convenient
locations

(Table 11)

Clean & well cared Interpretation:

facilities
Bank has to improve their
Very Satisfied
Clean and well cared facility
Satisfied
in such a way, which shows
Neutral
0% Dissatisfaction. There
should not any kind of scope
for any grievance because
this factor affects a lot in the
17%
Account Holder’s mind
negatively in indirect
8% manner. Here, 17% Account
50%
Holders are very dissatisfied
5% and 8% are near to that
level. It is good that 50%
20% Account holder are very
satisfied with this careful
ambiance
(Chart 11.1)

68
 Efficient, no wait No long line ups
service at counter
Very Satisfied
Very Satisfied
Satisfied Satisfied
Neutral Neutral
Dissatisfied Dissatisfied
Very Dissatisfied Very Dissatisfied

6% 9%
8%
25% 9%

21% 13%
50%

40% 19%

(Chart 11.2) & (Chart 11.3)

Interpretation:

Banking Sector and Time Management has a lot of direct connection. Hence,
it should be noted that there should not be any kind of waste of time at the
Service delivery to own Account Holders. It is very unfair outcome which
shows that 25% account holders has rated as very dissatisfaction in terms of
effective service delivery without any wastage of time. Usually Account
Holders are running with short of time and analyses shows that only 6%
people are with full of satisfaction. Bank has to increase the ratio as soon as
possible by improve the staff efficiency and their availability.

69
 90
Availability of
80
information
70
brochures
8% 60
11%
4% 50

15% 40

30 Ye
s
62% 20

10

0
Very Satisfied
Satisfied Male Female

Neutral Knowledge for Home

Dissatisfied
services for…

(Chart 11.4) & (Chart 11.5)

Interpretation:

This finding is comparatively better than others. Availability of information as

brochures is very important for well communication to own account Holders.
Here, 11% account Holders are very satisfied with the level of this facility and
62% people are satisfied. Bank has to try a little best to remove the
dissatisfaction level of Account Holders by improving a standard and medium
of Communication. It should not be ignored that there is 8% account holders
who has rated as highly dissatisfied and 4% as dissatisfied. In another bar
chart, it has been discover that availability of awareness is very low in female
Account Holders. Hence, Bank has to put more importance on those to
facilitate them in bettor way.

70
 Pleasant & attractive decor

Very Satisfied
10%
29% Satisfied
15% Neutral

Dissatisfied
13%
Very Dissatisfied
33%

(Chart 11.6)

Interpretation:

In today’s environment it is too important to serve your Account Holders the

services physically as well as emotionally. Here, analysis shows that only
10% account Holders are fully satisfied with the pleasant & attractive
décor.33% customers are dissatisfied with the internal layout and facilitative
design. As seen above 29% Account Holders are full of dissatisfaction with
this factor. Management of SSB has to put the focus on the interior design of
the bank and their different branches. To overcome this barrier, SSB should
definitely improve their layout and convert the neutral customer in satisfied
one.

71
 Automatic bank machines in
convenient locations
20% 10%
3%
Very Satisfied

Satisfied

Neutral

Dissatisfied
27% 40%
Very Dissatisfied

(Chart 11.7)

Interpretation:

Here, we have mention that there are only 7 ATM machines in Surat city.
Hence, the result is in front of us that 27% Account holders are very
dissatisfied with the location of the ATM. The 7 ATM machines are located on
site but there are not any off site machine available to facilitate the account
Holders. Hence, only 10% Account Holders are satisfied. So, this outcome is
very disappointing for bank management.

72
 CHAPTER: 6

RESULT AND FINDING

73
 From Research Study on “Analyze the Sarvodaya Sahakari Bank ltd’s
Services perception and expectation of Account holders based
Survey” following findings has been acquired:

1. As per analysis on the bank décor and pleasant environment, Bank has
not convenient and good design. Hence 46% of Account Holders are
dissatisfied with this regarded. Hence, bank’s perception regarding internal
interior needs to be change.
2. The methodology of loan process is based on the amount of loan. Hence,
the output suggests that the accountholders, who wants negligible amount
of loan, are ignored.
3. From the female candidate, I have found that they have not much
knowledge of different bank services as compare to male accountholder.
Some facilities like particular stamp franking, kiosk facilities are not even
known by both gender.
4. When Accountholder does procedure for sanctioning the loan, I have
found the followings:
A. 14% Accountholders are satisfied with friendly courteous services.
B. 21% Accountholders are satisfied with knowledge of bank’s products &
services.
C. 10% Accountholders are satisfied with willingness to listen and respond
to accountholders need.
D. 15% Accountholders are satisfied with treatment as the valued
customer.
E. 7% Accountholders are satisfied with fast and efficient services.
F. 25% Accountholders are satisfied with bank’s representative’s
regularity
5. When accountholders goes to the bank for solution of the query, only 19%
accountholder’s problems are solved immediately, and 35%
accountholder’s has to wait for more than 1month. So, problem solving
procedure is very slow.

74
6. Bank’s internal layout is not convenient for the day to day procedure
because 52% accountholder has rated as non-convenient layout for day to
day operation.
7. ATM machines are not placed as convenient to account holders. There are
only 7 ATM machine on the site.
8. There requirement is of 84.56% locker facility but availability is only
54.62%.
9. SSB’s Young Account holders go with the online Banking but as age
increases the trust level decreases.
10. SSB’s actual time to open the bank is 10.30 AM but majority of Account
Holders want to operate the bank at 9A.M including Male and Female
Account Holders.
11. Overall satisfaction level is not satisfactory as per account Holders.
Services like clean and well cared environment, effective services, line ups
at counter, attractive décor are considered for the satisfaction level but
SSB has not successfully overcome all this criteria.

75
 CHAPTER: 7
LIMITATION OF STUDY

76
Limitation of the Study

 Time Restriction

The foremost limitation is Time Restriction. Time provided to carry out entire
Project Report is less. So as a result I as a researcher am not able to take
more sample size.

 Improper response from Respondents

Some time respondents are in hurry. As a result they give response without
applying proper thought. As far as multiple choice questions are concerned,
respondents sometimes tick mark any option without proper attention.

 Unwillingness of Respondents

Unwillingness of respondents in filling up the questionnaire is another big

limitation. This unwillingness comes out due to lack of time with respondents.

 Possibility of wrong interpretation and unreliable results

As mentioned earlier, respondents sometimes give improper response. My

study is purely based on the views expressed by respondents. So it is likely
that my study will not give so accurate and reliable results.

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 CHAPTER: 8
CONCLUSION AND SUGGESTIONS

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Conclusion:

The Banking sector in India is undergoing major changes due to competition

and the advent of technology. The customer is looking for better quality and
services which can provide him/her with satisfaction. This would help in
enhancing the relationship between the two, and thus aid decision makers in
banks to identify the major factors that determine satisfaction. But it should be
noted that satisfaction is one of the key point for the identifying the difference
between perceptions of SSB services which they deliver to their account
holders and expectations of the services from bank and their representatives.

In the analysis, I can conclude that SSB has to give equal impotence to their
services and their lockout. Today’s competitive world it is too impotent that
how someone is server them self. This criterion also plays a vital positive role
in the mind of their account holders. It was identified that SSB’s account
holders are not fully satisfied with the lockout of the bank ambiance.

In some area of SSB services, I also identified that management has to

improve the quality of that area such as ATM facility, methodology of loan
service, locker facility etc. SSB’s times also not convenient for their account
holders. Another important area is information and its awareness. Female
account holders are lacking with this field.

Overall, SSB is doing progress and at growth stage, so this analysis defiantly
helps to the management for better direction.

Suggestions:

Creative suggestions always give benefit to the organization in one or another

way. From the study of ― “Analysis the Sarvodaya Sahakari Bank ltd’s
Services perception and expectation of Account holders based on
Survey” and from findings and data interpretation, researcher wants to
suggest following matters:

 Sarvodaya Sahakari Bank Ltd (SSB) has less brand awareness in the
service sector in Surat city so if SSB can create good brand awareness in
the sector, then it can have significant number of satisfied account holders.

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 SSB should give more importance to their female account holders reason
behind is prevailing less SSB service knowledge.

 SSB should also give more priority to those respondents who even apply
for negligible credit. Importance of those respondents should be same as
those who have applied for significant amount of credit.

 It was discovered by research that bank should open for service at 9.00
A.M rather than 10.30 A.M. this change will really helpful to their account
holders and will definably increases the credit.

 Loan procedure should be flexible and also not time consuming. By

analysis it was identified that loan procedure is not flexible.

 SSB has to open locker at each branch because there is huge demand for
locker facility in market and bank is fail to fulfill that demand.

 Bank has to establish more and more ATM machines in the Surat city at
different locations.

 SSB has to work on the lockout factor such as Clean & well cared
facilities, Efficient, no wait service, No long line ups at counter, Pleasant &
attractive décor.

 SSB has to solve the account holders’ problems within 3 to 5 working days
because most of the respondent has shared a negative opinion.

 SSB‘s services are its Core Advantage. So presentation of a Strength and

overcoming of a Weakness will surely turn the tables in SSB‘s favor.

80
BIBLIOGRAPHY

81
BOOKS:

1. Richard L Levin / David Rubin (2010) (5th edition) (Pearson Education)

Business for Management. Page No: 157-128
2. Donald R Cooper & Pamela S Schindler. (2010) (9th Indian edition)
(McGraw-Hill) Business Research Methods. Page No: 162 to 219
3. C. R. Kothari. (2010) (6th Indian edition) (McGraw-Hill) Research
methodology. Page No: 241,242
4. Ken Black (2010) (8th Indian edition) (Wiley-India) Business Statistics.
Page No: 285
5. Naresh K Malhotra (2010) (5th Indian edition) (Pearson education)
Marketing Research. Page No: 134
6. Dipak Kumar Bhattacharyya (2009) (2ed Indian edition) (Excel Book)
Research Methodology. Page No: 256, 257
7. Russell & Taylor (2009) (6th edition) (Wiley-India) Operation
Management. Page No: 117 to 215
8. S. K. Sharma (2009) (6th edition) (Excel Book) Operation Research. Page
No: 235, 367,439.
9. Vishwanath S. R. (2009) (2ed edition) (Response Book) Corporate
Finance. Page No: 238, 246
10. Levin and Rubin (2009) (7th edition) (Wiley-India) Business Statistics.
Page No: 305

OTHER REFERENCE:

1. (E-banking and satisfaction) (p.n: 21) (24/7/2012)

http://siteresources.worldbank.org/southasiaext/resources/223546126962045
5636/6907251284569649355/completereportsarhousingfinanceoctober2010.
pdf

2. (report on customers of nationalized bank) (24/7/2012)

http://www.publishingindia.com/Uploads/SampleArticles/NJRIM-Sample-
Article.pdf

3. (Banking services for everyone?) (p.n: 11) (24/7/2012)

82
 http://wwws.worldbank.org/servlet/WDSContentServer/WDSP/IB/2006/12/05/
000016406_20061205153435/Rendered/PDF/wps4079.pdf

4. (HDFC bank and customer satisfaction) (p.n: 15 to 22) (24/7/2012)

http://www.scribd.com/doc/18003104/A-PROJECT-REPORT-ON-HDFC-
BANK-submiited-by-Ankita-singh#

5. (banking sector and satisfaction level) (p.n: 35) (24/7/2012)

http://www.dss.dpem.tuc.gr/pdf/Customer%20satisfaction%20measurement%
20in%20the%20private%20bank%20sector.pdf

6. (Bank and service.....) (p.n: 21, 25) (24/7/2012)

http://bmdynamics.com/issue_pdf/bmd11011.pdf

7. (banking services and customer satisfaction) (p.n: 13) (24/7/2012)

http://fic.wharton.upenn.edu/fic/papers/97/zenios.pdf

8. (Brief report on SMME’s measure of satisfaction with banking

services) (p.n: 1 to 4) (25/7/2012)

http://www.africagrowth.com/july08bankservices.pdf

9. (Service Quality Delivery and Its Impact on Customer Satisfaction in the

Banking Sector in Malaysia) (p.n: 402, 403) (25/7/2012)

http://www.ijimt.org/papers/71-M461.pdf

10. (25/7/2012) (ANALYSIS OF SERVICE QUALITY GAP AND

CUSTOMERS’SATISFACTION IN PRIVATE BANKS) (p.n: 1to 18)

http://www.gkvharidwar.org/journals/gbr_7/Chapter_2.pdf

11. (CUSTOMER PERCEPTION ON SERVICE QUALITY IN BANKING

SECTOR: WITH SPECIAL REFERENCE TO INDIAN PRIVATE BANKS
IN MORADABAD REGION.) (p.n: 600, 601, 602) (26/7/2012)

http://www.mairec.org/IJRFM/Feb2012/450.pdf

83
12. (Measuring Service Quality in Retail Banking Sector in Context of
Gujarat) (p.n: 41, 42, 43) (26/7/2012)

http://www.aims-international.org/aims9/aims9cd/pdf/P9455-
Final.pdf

13. (Role of Banking and Financial Institution) (18/6/2012)

Http://www.competitionmaster.com/articledetail.aspx?ID=41e9ef66-3271-
418d-b344-09f76d6f59a1

14. (Globalization) (18/6/2012)

Http://www.justassociates.org/Global%20Economy%20Definitions.pdf

15. (Restructuring the financial Institution) (18/6/2012)

http://www.cato.org/pubs/journal/cj10n2/cj10n2-3.pdf

16. (financial Report, Bank services) (25/6/2012)

http://www.sarvodayabank.com/aboutbank.html

84
 ANNEXURE
QUESTIONNAIRE
Sarvodaya Sahakari Bank ltd
Declaration: This questionnaire has been prepared for the purpose of the research work.
Hence, all the information which been ask to you are treated as confidential and it will not been
use other than this. This form will be help full to me for project work and hence it is very
important for me. So, it is request that you please fill this form sincerely and with full of attention.
So, that it’s gives real scenario of their study.

Account Holders’ Name:

___________________________________________________________

Gender: M F Age: _________ Occupation: __________________

How long you have account with this Sarvodaya Sahakari Bank: ___________

Q1. When you visit a Sarvodaya Sahakari Bank, how you feel?
Good Environment Having Personal Attention Not attentive one
unexpected negative filling

Q2. What you feel about the procedure of getting loan which the Bank Follows?
Flexible Tedious Depend on amount on lone Time Consuming

Q3. How many services you know which bank has provided to their customer?
E- Banking ATM Services M-Banking Insurance Lockers Stamp
franking kiosk

Q4. In terms of the service you received from the lending officer(s), how satisfied were you with
the following?
Particular Very Satisfied Satisfied Neutral Dissatisfied Very
Dissatisfied
Friendly and courteous manner
Knowledge of bank's products &
Services
Willingness to listen and respond
to your need
Fast and efficient service
Recognition of you as valued
customer
Available to customers when
needed
Offer of other services or
alternative means to meet your
needs

Q5. How quickly were your banking problems and issues addressed by the bank staff?

Immediately Within 24 hours within 3-5 business days More than 1month

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 Q6. How you feel about your Bank’s internal layout?
Well Designed Convenient very crowed Distinctive image

Q7. How does bank’s representative gives response to you when you required?
Familiar Supportive Normal Negative

Q8. Do you know that Bank gives Home services for any withdrawal or Deposit?
Yes No

Q9. SSB’s ATM locations are convenient for you to get easy operation? Yes No

Q10 . Do you required for SSB’s Mutual Funds? Yes No

Q11 . Do you require that SSB’s provides the Looker Facility at all the branches?
Yes No

Q12 . Do you trust, if SSB operates only online?

Completely Somewhat Dubious Not at All

Q13. Do you think Human Control is important for SSB’s banking relation?
Completely Somewhat Unsure Not at All

Q14. When you think about any Banks, what comes first in your mind?
Personalized Services Wide Branch Net work Computerized Services Core
Banking

Q15. Which services do you visit in 1 month a most?

Particular I never use >1 month 1 to 3 3 to 8 8 to 12 Over 12

this services times times times times
Visit the Bank
Branch
Telephone Banking
Online Banking

Q16. Mention your feelings regarding over all services Quality of You SSB’s Bank
Excellent Very Good Average Poor

Q17. Does SSB offer Competitive Service Charges? Yes No

Q18. Which Facility has been given more importance in your Bank?
Loan Facility O/D Facility ATM Facility Online Banking
Other______________

Q19. As per your requirement, at which time bank should open for their services?
At 8 A.M At 9 A.M At 10.30 A.M At 11 A.M

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 Q20. How satisfied were you with the following aspects of the branch facility?

Particular Very Satisfied Neutral Dissatisfied Very

Satisfied Dissatisfied
Clean & well cared facilities
Efficient, no wait service
No long line ups at counter

Availability of information
brochures
Pleasant & attractive decor
Automatic bank machines in
convenient locations

I am very thankful to you for your cooperation

Thank you

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