1

“A STUDY OF THE CUSTOMER’S SATISFACTION ON BANKING

SERVICES PROVIDED BY THANE BHARAT SAHKARI BANK.”

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

Master of Management Studies

(University of Mumbai)

2021-2023 Batch

Name of the Student: SHREYA SHRIPATI CHAVAN

Roll Number: C09

SUBMITTED TO:

DR. V. N. BEDEKAR INSTITUTE OF MANAGEMENT STUDIES, THANE

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DECLARATION BY THE CANDIDATE

This is to certify project report A STUDY ON THE CUSTOMER’S

SATISFACTION OF BANKING SERVICES PROVIDED BY THANE
BHARAT SAHKARI BANK. entitled which is submitted by me in partial
fulfillment of the requirement for the award of Master of Management Studies,
(University of Mumbai) Dr. V.N. Bedkar Institute of Management Studies, comprises
of my original work and due acknowledgment has been made in the text to all other
material used.

Wherever references have been made to intellectual properties of any individual /

Institution / Government / Private / Public Bodies / Universities, research paper, text
books, reference books, research monographs, archives of newspapers, corporate,
individuals, business / Government and any other source of intellectual properties
viz., speeches, quotations, conference proceedings, extracts from the website, working
paper, seminal work all, they have been clearly indicated, duly acknowledged and
included in the Bibliography.

_________________________________

Date & Signature of Candidate

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CERTIFICATE BY THE GUIDE

This is to certify that project report entitled A STUDY ON THE CUSTOMER’S

SATISFACTION OF BANKING SERVICES PROVIDED BY THANE
BHARAT SAHKARI BANK. . which is submitted by SHREYA SHRIPATI
CHAVAN in partial fulfillment of the requirement for the award of Master of
Management Studies,(University of Mumbai) Dr. V.N. Bedekar Institute of
Management Studies, is a record of the candidate’s own work carried out by her under
my guidance. The matter embodied in this report is original and due acknowledgment
has been made in the text to all other material used.

Authorised signatory:

Date:
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TABLE OF CONTENTS

Sr. Topic Pg. No.

No.
1 Executive Summary 7
2 Objectives of the study 8
3 Industry Analysis
3.1 Size of the industry
3.2 Major players of the industry
3.3 Market share of the industry 9-15
3.4 Industry financial
3.5 Challenges faced by the industry
4 About the company
4.1 Genesis of the company
4.2 Products and services
4.3 Position in the industry 16-19
4.4 Challenges faces by the company
4.5 SWOT Analysis
5 On the job training
5.1 Key result area
5.2 Objectives of the study 20-21
5.3 Work responsibilities assigned
5.4 Project execution methodology
5.5 Technical /Managerial skills gained

6 Research on challenges faced by the company

7.1 Data collected from primary sources
7.2 Data collected from secondary sources 45-52
7.3 Review of literature
7.4 Data Analysis
7 Result and recommendations
8.1 Results/Findings/Learning
8.2 Limitations and future scope 53-55
8.3 Suggestions
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8.4 Bibliography
9 Annexure 56-57
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EXECUTIVE SUMMARY

The Internship was done for the period of two months i.e.,the internship was done to
get overall Banking operations knowledge.

The task carried out were passbook printing, EKYC of customers performing
transactions,ABB transactions,NEFT and RTGS.This internship taught how the
activities carried out in banks.While working in the bank it was observed that all the
customers are not using the green banking services provided by bank.

The study is conducted on the consumer satisfaction towards the services rendered by
TBSB. TBSB is an bank and financial services statutory body. They have 31 branches
spread over the Thane.

So it was decided to study the quality of services provided by Thane Bharat Sahakari
Bank to its customers.In this competitive and fast changing era, it becomes imperative
for a bank to satisfy the needs of the customer. The banks are spending a lot of the
time and energy to frame policies about customer satisfaction. The study would stand
as a sincere attempt to evaluate customer satisfaction of TBSB bank.
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3.INDUSTRY ANALYSIS

3.1 SIZE OF THE INDUSTRY

The cooperative banking industry plays a vital role raising economically weak
sections of the country cooperative banks started with the main role of helping the
poor by giving financial help at less rate of interest all these banks are governed by
the RBI over the years these banks have been facing problematic situation but they all
manage to stay firm There are nearly 8.5 lakh cooperative banks in the country. There
are 1539 urban cooperative Banks and 97006 rural banks. The combined assets of the
banks are nearly 17- 18 lakh crore. The deposit base of the urban cooperative banks as
of 2020 March was 5 lakh crore. Also, their cash reserves increased by 7.9%. The
investments of the bank were.₹1.62 lakh crore.

MAJOR PLAYERS IN THE MARKET

1. Saraswat bank:-

Saraswat bank was formed in the year 1918 and today it is the top most cooperative
bank in the country it is spread in almost 6 states and have headquarters situated in
Mumbai this bank claims the gross profit of 651.69 Rs crore in the FY 2020 in the
pandemic situation.

2. Cosmos Bank:-

Cosmos bank is the first bank to open currency chest with the permission from the
RBI . this bank was able to present some of the best figures in the capitalization of
market and the profits. This bank was established in Pune in 1906. The bank has 140
branches

3. SVC bank:-

SHAMRAO VITTHAL cooperative bank was established in the year54 1906 in

Maharashtra SVC bank is considered as 3rd largest cooperative bank The bank has a
total of 198 branches. The bank has a total of 198 branches. The bank revenue of
150.21 crore the bank has business over and above Rs. 263 crore.
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4. Bharat Cooperative Bank

This bank was started by some young people having a group named BILLAWAR
Association. They had sold the shares for Rs 10 to establish a bank to provide services
to low-income group people. After this, the bank got a license a year later. It has a
revenue of 1092.86 crores. It does business of Rs. 32.80 crores.

5. Punjab and Maharashtra Cooperative Bank Ltd :-

The bank was established on 13 February 1984. It has a specialty that offers 12 hours
of service to its customers from possible branches. They also have their branches open
on Sundays and National holidays. They had made business in 2021 of Rs 130 billion.

6. Abhyudaya cooperative bank:-

Abhudaya bank was the first bank to start its operation in 1964 after India’s
independence it was started by the EWS labourer of PAREL and SEWRI in Mumbai
with its first investment of Rs. 5000 only it has 111 branches operating in
Maharashtra in 2014-15 it won “Best IT enabled cooperative bank award”

7. NKGSB Cooperative Bank :-

This bank was established on 26 September 1917. This bank was earlier known as
North Kanara Gaud Saraswat Brahmin. The bank was established by SHANTARAM
Mangesh Kulkarni. The bank began its operations as a cooperative credit society and
then got a banking license. The bank has a revenue of 790.81 crores.

8. The Ahmadabad Mercantile Cooperative Bank:-

AMCO bank was formed in the year 1966 today they have 34 branches and their
main aim is to focus on fast and accurate service they have total authorized capital of
20 CR and the profit of 40.06 CR till march 2021.

9. TJSB SAHAKARI Bank:-

TJSB bank was established in 1972. At that time the name of the Bank was THANE
JILHA SAHAKARI Bank Ltd. Now it is one of the leading cooperative banks. In
2021 the total business was Rs. 163 crores in Fiscal.
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CHALLENGES FACED BY BANKING INDUSTRY

1. The cooperative banking sector are facing very difficult challenges which have
stopped their capacity to allow smooth flow of credit.

a. Less ability to utilize resources

b. Low stage of recovery

c. Huge transaction of costs

d. No fluctuation in rate of interest structure for long time

2. Losses in rural branches

Most of the rural branches work with high overheads and operate at a loss. This is
because of the prevalence of the barter system in many parts of the country yet.

3. Due to cooperative administration, there is increasing government interference

in day-to-day regulation of cooperative banks some of their applications are

a. By appointing the board of director

b. Compile control by in the bank c. Interference of appointed director by the

government

4. The cooperative banks are not able to form their policies regarding investment that

include their surplus resources because of some regulations.

5. Approval from RBI is mandate for any new branch opening these banks are

supposed to submit their application of new opening of branch to RBI via NABARD

6. Globalization has resulted in increased competition for Indian Banks from foreign
banks. These banks are large. This helps them to give better and more varied services
to the customers. So banks need to keep on upgrading them to be able to compete
better with them.

7. Nonperforming assets are the assets that do not generate any value. When
customers do not repay the principal amount and interest for a certain period.
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Chapter 4 ABOUT THE COMPANY

4.1 GENESIS OF THE COMPANY

The Thane Bharat Sahakari Bank Ltd., established in 1979, is one of the leading Co-
operative Banks in Thane district. Since the date of inception, the Bank has grown by
leaps & bounds with 30 branches, spread over Mumbai, Thane, Raigad and Pune
districts. Two enthusiastic persons, viz. Dr.V.N.Bedekar and Mr.M.Y.Gokhale, along
with many such like minded senior social workers, came up with an idea of having
one more Co-operative Bank for Thane city and district.

After completing preliminary formalities, the Bank was registered with District Co-
operative Registrar on 25th September 1978. Subsequently, the first General Body
Meeting of the Bank was held on 28th October 1978 and in that Meeting, a Team of
first Board of Directors was elected. Dr.V.N.Bedekar was elected as the Chairman
and Mr.M.Y.Gokhale as Vice Chairman.The relative Reserve Bank of India (RBI)
Licence for opening the Bank was obtained on 19th April 1979 and on the auspicious
day of ‘Akshaya Tritiya’, on 29th April 1979, the Bank was inaugurated at the hands
of noted Economist of that era, Dr.V.M.Dandekar. The Bank started functioning at
spacious premises at ‘Shatataraka’, with its Administrative Office and the first Branch
viz. Main Branch. The Bank was awarded status of ‘Scheduled Bank’ on 8th March
2003.The Bank participates in many social events in Thane city, like “Nav Varsha
Shobha Yatra” (Nandi songs of which were famous / popular) on the eve of Gudhi
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Padwa and also contributes to many social events through donations, ads and, even on
few occasions it sponsors some social programme.

The Bank is well equipped in the area of mechanization / computerization of its

services through 30 ATM's, Mobile Banking, RTGS, NEFT etc.It will be interesting
to note that, initially the Bank was named as the “Bharat Sahakari Bank” Ltd., Thane.
Subsequently, the name was changed to the “Thane Bharat Sahakari Bank” Ltd. to
avoid confusion in the minds of the people, as two other banks, styled as “Bharat Co-
operative Bank” and “Bharat Sahakari Bank” were also functioning at the time. Thus,
the transformation in the name from “Bharat Sahakari Bank Ltd”. Thane to “Thane
Bharat Sahakari Bank Ltd”, took place.

In the year 2003-04, the Bank celebrated Silver Jubilee Year. A Souvenir was
published in the Silver Jubilee year, highlighting various milestones achieved by the
Bank during its journey of 25 years.

BANK'S CORE VALUES

1. Transparency:
The bank believes in creating transparency by adopting honest and fair business
practices. This makes them one of the preferred stakeholders.
2. Trust :
The bank believes that their wealth is their customers. They believe in creating long-
term relationships with their customers.
3. Customer Services :
They believe in providing customer satisfaction by adding new techniques and value
addition to ensure that customers are satisfied in the best possible manner.

LOCATIONAL AND OPERATIONAL DETAILS

Thane Bharat Sahakari Bank has 31 branches in 1 state / union territory of India. The
Thane Bharat Sahakari Bank Limited Branches across the India.
1. Branches in Maharashtra
 TBSB Bhandup
 TBSB Ghatkoper west
 TBSB Ghatkoper east
2. Mumbai Suburban
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 Airoli
3. Pune
4. Raigad(2 Branches)
 TBSB New panvel
 TBSB Pen Raigad
5. Thane district(17 Branches)
 TBSB Back offfice
 TBSB Badlapur
 TBSB Chanadanwadi
 TBSB Chendani koliwada
 TBSB Dombiwali
 TBSB Ghodbunder
 TBSB Kalayan
 TBSB Kalawa
 TBSB Lokmanya nagar
 TBSB Rutu park
 TBSB Main
 TBSB Pokhran
 TBSB RTGS Head office
 TBSB Shapur
 TBSB Shivai nagar
 TBSB Shree nagar
 TBSB Thane east
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BANK FINANCIALS :
Performance of last 5 years.

PRODUCTS AND SERVICES

 SAVINGS ACCOUNT
Saving Bank Account can be opened by Individual and Society ( non-business
entity ) with multiple services and with minimum balance of ₹1000/- with
Adhara and PAN Card. Minimum 700 without cheque book and 1200 with
cheque book.
1.Steps:
a. Fill the savings account form and submit the xerox copies of Aadhar card pan card
and address proof along with the form
b. provide the original documents at the time of account opening for verification
purpose
c. Deposit the minimum amount required for account opening
d. Complete the E-KY C process
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e. After the EKYC is done duly filled form along with all documents and KYC are
send to head
office and after the period of 3-4 days account becomes operative.

 CURRENT ACCOUNT
Current account can be opened with minimum balance of ₹2500/- by Individual for
business purpose, HUF
[Hindu Undivided Family] , Proprietorship / Partnership Firms / Public or Private
companies, LLP, Trust etc.
Documents required are:-
a) Sole Proprietor- Aadhar card,
a. Pan card
b. Address proof
c. Business Address Proof
d. Visit report
e. Stamp of his Company
b) Partnership
a. Partnership Deed
b. Documents of 2 to 3 Partners.10

 DEPOSITS
1. Fixed Deposit
Deposit period is below 1 year
Payment mode : on maturity customer can take the value either by pay order or
directly credit to his account
Minimum amount: ₹1000/-
Loan against FD : Allowed(Additional 1% interest will be applicable on loan A/c)
In case of Premature deposit withdrawal 1%interest penalty will be charged
(Additional 0.50% is applicable for Sr. Citizen on all types of deposits excluding tax
saving deposits)
2. Recurring Deposit
Deposit period is for minimum 1 year and maximum for 10 years
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Payment mode : on maturity customer can take the value either by pay order or
directly credit to his account Minimum amount: ₹1000/-
Loan against FD : Allowed (Additional 1% interest will be applicable on loan A/c)
In case of Premature deposit withdrawal 1%interest penalty will be charged
(Additional 0.50% is applicable for Sr. Citizen on all types of deposits excluding tax
saving deposits)
SERVICES PROVIDED BY TBSB :

 Statement on email facility

 Register for Green Banking through e statement.

 E statement facility furnishes the account statement of customer on their
registered email Id. Customers can visit to nearest branch to avail this facility.

 Email Alerts for Financial Transactions

 Email facility is an application to broadcast emails to registered email id of

customers for financial as well as non-financial transactions like SMS
broadcasting messaging system.
 Savings/Current/CC/OD Account holder can avail this facility.

 SMS Banking

Short Messaging Services (SMS) is a convenient way to access financial information

because it is easy to use and messages can be sent and read anytime, anywhere.

Advantages of using the SMS banking service :

 Information related to your Account, anywhere

 Monitoring of the Account / Card
 Prevention of card abuse
 Additional safety of the transactions

 Mobile Banking

Salient Features of Mobile Banking

 24×7 availability
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 Instant Inter-bank fund transfer

 Confirmation of debit & credit
 Saves time
 Simple & user friendly operation
 Safe & secure
 Easily adaptable for financial inclusions & merchant transactions.

 ATM(Automated Teller Machine)

ATM stands for Automated Teller Machine which is a self-service banking outlet.
You can withdraw money, check your balance, or even transfer funds at an ATM.
Different banks provide their ATM services by installing cash machines in different
parts.he simple basic unit helps you to check your bank account balance, withdraw
money, get a mini account statement, change your ATM PIN, or receive bank account
updates. There are other complex units that provide facilities for cheque or cash
deposits as well as a line of credit.
Functions of ATM

 Cash withdrawals.
 Cheque deposits.
 Transfer of funds.
 Account balance check.
 Provide other banking services such as bill payments, mobile recharges
 Authenticate customers using bank cards and PIN s.
 Securely process transactions through encrypted communication channels.

 Thane Bharat Ru Pay Platinum Debit Card:

Ru Pay issues debit cards in three variants - Ru Pay Classic, Ru Pay Platinum and Ru
Pay Select.Classic is the standard basic Ru Pay-branded card which offers minimum
features such as various merchant offers in categories like dining, travel, pharmacy,
lifestyle, cosmetics, retails, shopping, and jewelry. It does not offer benefits such as
airport lounge access. Platinum is Ru Pay's middle tier offering, providing all the
features of Classic, plus more offers and benefits such as airport lounge access,
comprehensive insurance coverage of up to ₹2,00,000 and various other merchant
offers.
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SWOT Analysis of Thane Bharat Sahakari Bank Ltd.

SWOT Analysis is a method used to identify and analyse the Strengths, Weaknesses,
Opportunities and Threats of a company which helps to develop strategic goals.

The following is the SWOT Analysis of Thane Bharat Sahakari Bank Ltd.

STRENGTH

a) More interest rate on FD.

b) More than 25years Experience hence, Expert in this field.

c) Profits increasing over the years .

WEAKNESS

a) Old strategies

b) Advertising is very less as compared to major players.

c) Ignorance Marketing.

OPPORTUNITY

a) Expansion

b) Installation of ATM's. Can be done more

c) Small enterprise banking improved urban retail banking

THREAT

a) Highly competitive environment.

b) Increasing modernization

c) Economic Slowdown
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5.ON THE JOB TRAINING

5.1 KEY RESULT AREAS

OBJECTIVES OF THE STUDY

 To assess the level of customer satisfaction of the quality of service provided

by the TBSB bank.

➢ To find out the major problems faced by the customer while using online banking
services

➢ To know about the satisfaction level of customer towards different banking

services like traditional services and e banking online banking services provided
by Thane Bharat Sahakari Bank

➢ To study the existing processes of the bank.

5.2 WORK RESPONSIBILITIES ASSIGNED

The internship commenced in the month of May. At the start of the internship, I was
introduced to cheque numbering and how the clearing process is being carried out.
During the initial days, I was introduced to how their software works. They showed
me how the numbering process is carried out by using their software OMNI.

During Internship period I was taught how the passbook was printed. the task of
printing a passbook was also assigned to me. Also, it was taught how there are various
options for printing various types of books

For e.g.-

a. Savings A/c Small

b. Savings A/c Big

c. Loan A/c

d. Current/OD/CC A/c
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They also showed me how the NEFT RTGS transactions are carried out, how to deal
with SMS banking, and DEBIT / CREDIT card creation which is mentioned below.
While interacting with the customers I found out that the customers were not using the
different Green banking services provided by bank like mobile banking app of the
bank. So, I decided to come up with this project.

5.3 PROJECT EXECUTION METHODOLOGY

Software which is used

1. Omni software

Following are the heads

1. Savings A/c : 1150

2. Savings Flexi A/c:1151

3. Current A/c : 1100

4. Cash Credit : 2442 / 2423 / 2443

5. Overdraft A/c: 102

6. SOD A/c : 2411 / 2410

 Cheque book printing:

It is used to pay some amount to another party. The one who has the cheque book is
called Drawer. He fills all the details like whom to pay, date, amount and signs it. The
one who receives the cheque is the drawee.

The cheque has some details:-

It has 17 digits at the bottom which indicates,

1. First 5 numbers indicate cheque number.

2. The further 9 digits represent MICR code. This consists of the first 3 digits which

represent Area code. The next 3 digits are bank code and the last 3 digits are Bank
Branch code.
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3. Finally the last 2 digits are called instrument number which indicate:-

• 10- Saving A/c cheque

• 11 and 13- Current A/c cheque

• 28- Demand Draft

• 12- Pay Order20

Here is the Cheque book System of Thane Bharat Sahakari Bank:-

1. Saving A/c- there are no charges for 1st 45 cheque s. Then bank takes ₹ 3 for every
cheque in financial year.

2. Current A/c- For current A/c cheque ₹3 with addition of service charges for every
cheque.

For Additional Cheque Book Company takes ₹5 plus service charges for every
cheque

Before cheque clearing the backside bottom of the cheque is numbered with the 15-
digit ECS number of the customer.

 ABB TRANSACTIONS

1. All the ABB Transactions are done in every branch of the bank to save the time of
customer to reach at his home branch for every service.

2. Before accepting and giving stamp of transfer check the balance of the customer
who is going to Dr if the balance is insufficient then don’t accept the cheque

3. Do not disclose the balance of account to any third party individual .

4. ABB Transactions should be done on the same day as per the instrument date.

 DUPLICATE PASS BOOK

Duplicate Passbook ₹ 100/- per Passbook for CA/SB/RD/Lakhpati.

Cancellation / Revalidation 12. Charges for excess Debit entries in SB A/c ₹ 200/-
p.a. (Other than ATM entries if Cash withdrawal entries exceeds 60 p.a.)

3. Duplicate passbook is issued with 3 months entries

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 ONLINE BANK STATEMENT

1. Bank statement is issued by bank on customer’s request

2. Bank statement can be given in hard copy or by mail as per requirement by the
customer

3. For hard copy per page ₹59 and by email total ₹59 charged

4. Customers can also get bank statement if they avail the mobile banking system
provided by the bank.

 PAY ORDER SYSTEM

This means bank makes payment on behalf of their customers. Bank is being provided
by the instruction from the customer to pay on his/ her behalf to the opposite party.
Pay order is printed in advance by the bank. Its validity is for 3 months after issuing
pay order.

Thane Bharat Sahakari bank has following charges:-

a. Up to ₹10000 –₹15 service charges.

b. Above ₹10000- ₹1 per thousand (max ₹1500 + service charges.)

In case of Issue of Duplicate Pay order:-

a. Revalidation of Pay order- ₹50 per pay order + service Charges

b. Cancellation of Pay order- ₹50 per Pay order + service.

 NEFT & RTGS TRANSACTIONS

1. Any Branch Banking NEFT & RTGS are not done by the branch

2. All NEFT & RTGS above ₹10,00,000/- Should be done with proper intimation to
bank

3. Customer can also use the internet banking to do NEFT & RTGS Transactions

4. After the NEFT is done all the filled form of NEFT are kept for almost 10 years
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5. While Posting the NEFT RTGS Transactions remove all the special characters &
symbols from beneficiary address.

6. For NEFT 1902 Head is used and for RTGS 1900.

 E-KY C OF CUSTOMER

Open Internet Explorer> Go to E-KY C website > Login with proper credentials >
Master KYC> EKYC updating> enter Aadhar number of customers > select thumb
impression> authenticate > print details > save EKYC.

 ATM CARD APPLICATION USING OMNI SOFTWARE

1. Login and Access Omani Software.

2. Enter Applicant's Personal Information.

3. Verify Applicant's Bank Account.

4. Upload Documents (ID proof, address proof, photos).

5. Review Application for Completeness.

6. Approve Application (if criteria met).

7. Generate Card Production Request.

8. Monitor Card Production.

9. Track Dispatch and Delivery.

10. Notify Applicant of Card Status.

11. Assist with Card Activation.

12. Maintain Records in Omani Software.

13. Generate Reports as Needed.

TECHNICAL / MANAGERIAL SKILLS GAINED

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A) When supporting customers with their transactions, such as making deposits and
withdrawals from accounts, interpersonal and communication skills were enhanced.

B) Gained a deeper understanding of the banking and financial industry, including its
operations, products, and services.

C) I have developed a deeper understanding of ethical considerations in banking and

finance.

D) gained insights into the professional conduct and etiquette expected in the banking
sector.

Technical skills:-

 Learning about the system was made possible by working on the OMNI software.

 Familiarity with banking software OMNI and systems is essential. often learn to
use specialized software for account management, loan processing, and customer
relationship management.

 I also acquired knowledge about how to handle TBSB mobile application.

 Learning about electronic funds transfer systems and processes, including NEFT
and RTGS, can be part of the internship experience.

 As banking services become more digital, gain experience with online banking
platforms, mobile apps, and digital payment systems.
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REVIEW OF LITERATURE

In view of Bhattachargee (2006) “Services may be defined as the production of

essentially intangible benefits and experience, either alone or as part of a tangible
product through some form of exchange, with the intention of satisfying the needs,
wants and desires of the customers.

According to Kotler, Armstrong, Saunders & Wong (2008) “A service may be defined
as any activity or help that one party can offer to another which is essentially
intangible and does not result in the ownership of anything.”

In words of Chatterjee (2011) “Services are those economic activities that produce
value and provide benefits for customers at specific times and places as a result of
bringing about a desired change in or on behalf of the recipient of the service.” All
these definitions define the meaning of service as intangible activity.

According to Prasanta & Biranchi (2009) from the perspective of the customers’,
service quality is classified into two parts viz. sought quality and perceived quality,
where the sought quality means customers expectations and perceived quality means
customers perceptions. Sought quality is the level of quality, customers explicitly or
implicitly demand and expect from their service providers.

Nandhini. P. V (2016), explains that internet banking provides better understanding of

the customers and their attitudes towards technology. The study is mainly based on
primary data through issuing questionnaires to 200 respondents who reside in
Coimbatore. The tools used are simple percentage analysis and chi-square analysis
from the study, it is conducted that banker adapt new technology to satisfy their
customers and also to change the way of services for attracting customers.

Koorses & Kavitha (2016), indicates that the banking sector is the dominant sector
which is considered as the key to savings for the local public and for the government,
a source of GDP. The study conducted is based on secondary data. The tools used in
the study include trend and compound Annual Growth Rate (AGR). The study states
that E-Banking is both a boon and bane and the banking sector can overcome all the
challenges in the years to come.
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Vandana Tandon Khanna & Neha Gupta (2015) The study shows the factors such as
Technology acceptability, safety, availability, user friendliness and accessibility
highly depends on the demographic profile of the population size. Most of marketing
decision in terms of enhancing the effectiveness of delivery channels can be taken by
considering these factors. Unyathanakorn et. al. in their work focused on factors that
affect customer satisfaction with respect to online banking services provided by
commercial banks.

Gupta, A., & Dev, S. (2012) Opined satisfaction of customer is dependent on variable
then independent variable. These dependent variables largely depend on service
quality, ambience, involvement, accessibility and financial factors of the bank.
According to the findings of the research. The impact of nearness of bank and
financial factors on customer satisfaction is not up to the mark

Sharma,N.(2012).Research suggests that satisfactions in rural customers are quite

satisfied in-banking services. So, in order to improve the tendency to use e-banking
channels in rural areas the use of local languages during dealings should be promoted
as well as publicized.

Ganguli, S., & Roy, S. K. (2011) Research opined that in fast driven technology world
banks should adopt the technology which can lead to customer satisfaction and
loyalty. Keeping this in mind they researched on four dimensions like customer
service,technology security and information quality, technology convenience, and
technology usage easiness and reliability. On the other hand they found the positive
relation between technology convenience and customer satisfaction.

Mishra A, (2008) stated that customer satisfaction majorly depends on the provision
of an approach for the manager so that higher customer satisfaction for the future
could be obtained by the bank. Also in his research he used the demo graphical
characteristics of the customers to know about the satisfaction level of the customers.
 25

RESEARCH METHODOLOGY
The research of the project has been a mix of primary as well as secondary research
the data of the project has been collected through the following sources.

DATA COLLECTION FROM PRIMARY SOURCES

Primary data is basically is a first-hand data which was collected in the bank while
talking with the employees & regular customers in some cases I got responses from
their side and then on the basis of my experiences The data was filled out with the
assistance of staff who helped me with my questions about online banking services.
Survey was conducted based on questionnaires prepared .

DATA COLLECTED FROM SECONDARY SOURCES

Secondary data is second hand data. It is the data which is gathered or collected by
someone else before and presently used by further research work. For secondary data
the website of Thane Bharat Sahakari bank was the major source. So basically, my
research is based on primary data which was collected by circulating questionnaire
among Customers and the staff.

DATA ANALYSIS AND INTERPRETATION

This chapter deals with data analysis and interpretation. Data had been collected using
questionnaire.Questionnaire had been distributed to customers.Sample had been
collected using convenient sampling technique.All the 32 respondents are selected as
per convenience.This chapter is an attempt to analyse the response of people using
banking services.This study also helps to find out the perception of customers towards
all banking services.
 26

DATA INTERPRETATION:

1.GENDER

DATA INTERPRETATION:

The above pie chart indicates the gender of respondents. Majority of respondent are
female.

2.AGE

DATA INTERPRETATION:

Among the respondents, 58.1% belong to the age group of 20-30,35.5% are belong to
the age group of 30-40 and remaining are above 50 years.
 27

4. How long have you been a customer of Thane Bharat Sahakari Bank?

DATA INTERPRETATION:

From the above pie chart we can observe for how much time they are customers of
Thane Bharat Sahakari Bank.Here for less than 1year there is 51.6% and 32.3% shows
they are for more than 1 to 6 years as a customer.More than 10 years is 12.9%.

5.How satisfied are you with the overall banking services provided by Thane Bharat
Sahakari Bank?
 28

DATA INTERPRETATION

It appears that the majority of the customers are Satisfied with the bank's services they
are 38.7% with a 35.5% number indicating they are "Satisfied" and a few selecting
"Neutral." There are no responses indicating dissatisfaction in this set of responses.
This suggests that, based on the provided feedback, the bank has a high level of
customer satisfaction among the respondents.

5. How satisfied are you with overall banking services provided by Thane Bharat
Sahkari Bank?

DATA INTERPRETATION:

It appears that the majority of the customers are either "Very Satisfied" or "Satisfied"
with the overall banking services provided by Thane Bharat Sahakari Bank. There are
also some respondents who have a "Neutral" opinion. There are no responses
indicating dissatisfaction in this set of responses. This suggests that, based on the
provided feedback, the bank has a high level of overall customer satisfaction among
the respondents.
 29

6.Please rate these aspects of bank services from 1 to 5, with 1 being poor and 5 being
great:
Customer Service:

DATA INTERPRETATION:
In summary, the majority of respondents seem to have a positive perception of the
bank's customer service, with the most common rating being 4, indicating a generally
good level of satisfaction. However, there is also some variation in responses, with a
small number of respondents expressing higher levels of satisfaction (5) and a few
indicating lower satisfaction (2). Overall, the data suggests that the bank's customer
service is perceived positively by most respondents.
7.Mobile Banking service :
 30

DATA INTERPRETATION:

In summary, the data suggests a mixed perception of the bank's mobile banking
service. While the majority of respondents rated it as 4, indicating a generally good
level of satisfaction, there are also some respondents who expressed higher levels of
satisfaction (5) and a few who indicated lower satisfaction (2 and 1). It is worth noting
that there is room for improvement, especially for those who rated the service lower.

8.Online Banking

DATA INTERPRETATION:
In summary, the data suggests that the majority of respondents have a positive
perception of the bank's online banking service, with the most common rating being 4,
indicating a generally good level of satisfaction. Additionally, there are some
respondents who expressed higher levels of satisfaction (5) and a few who indicated
lower satisfaction (2 and 1). Overall, the bank's online banking service appears to
have a relatively high level of customer satisfaction among the respondents, but there
is room for improvement for those who rated it lower.
 31

9.ATM Services:

DATA INTERPRETATION:
In summary, the data suggests that the majority of respondents have a positive
perception of the bank's ATM service, with the most common rating being 4,
indicating a generally good level of satisfaction. Additionally, there are a significant
number of respondents who expressed higher levels of satisfaction (5) with the ATM
service. There are a few respondents who rated it lower (1 and 3), but overall, the
ATM service appears to have a relatively high level of customer satisfaction among
the respondents.
11.Have you encountered any issues or challenges with our banking services? If yes,
please describe:

DATA INTERPRETATION:
The majority of respondents (23 out of 29) indicated that they have not encountered
any issues or challenges with the bank's services which is 56.3%. However, there are
a few specific mentions of issues related to online banking, website problems,
 32

passbook printing, net banking, and increasing compilation. These isolated issues are
mentioned by only a small number of respondents, suggesting that they might be
relatively uncommon or specific to certain situations. Overall, it appears that the
majority of customers have a smooth experience with the bank's services, while a few
have encountered isolated issues.

10.How satisfied are you with ease of managing your accounts with Thane Bharat
Sahkari Bank?

DATA INTERPRETATION:
The majority of respondents 71.9% indicated that they "Agree" with the ease of
managing their accounts with the bank. There are 25% respondents who selected
"Neutral," indicating a relatively neutral opinion, and 1 respondent who chose
"Disagree," suggesting that they are not satisfied with the ease of managing their
accounts.Overall, it appears that a significant portion of the respondents are satisfied
with the ease of managing their accounts with Thane Bharat Sahakari Bank, as they
either "Agree" or are "Neutral" in their responses. However, there is a small minority
who expressed dissatisfaction with this aspect.
 33

11.Are you satisfied with the range of banking products and account options
available to you?

DATA INTERPRETATION:
The majority of respondents (15 out of 29)which is 40.6% indicated that they are
"Very Satisfied" with the range of banking products and account options available to
them. Additionally,46.9% respondents selected "Satisfied," indicating a generally
positive opinion. There are 9.4%respondents who chose "Neutral," suggesting a
relatively neutral opinion, and 1 respondent who expressed being "Very
Dissatisfied."Overall, it appears that a significant portion of the respondents are either
"Very Satisfied" or "Satisfied" with the range of banking products and account
options offered by Thane Bharat Sahakari Bank. However, there are a few who have a
more neutral or negative opinion in this regard.
 34

12.What areas do you think need improvement in our banking services?

DATA INTERPRETATION:
Customers have provided feedback indicating several areas where improvement is
needed in Thane Bharat Sahakari Bank's services. These areas include the handling of
online applications, a need for unspecified improvements in the Thane area, the
absence of passbook printing services inside the bank, a desire for enhancements in
"green banking" without specific details, and concerns related to customer service.
Additionally, there were mentions of issues with ATM services, mobile banking, cash
withdrawal time, and a suggestion for more conversational banking. These areas of
improvement collectively highlight the importance of enhancing the bank's services to
meet customer expectations and deliver a more seamless banking experience.

13.Would you recommend Thane Bharat Sahakari Bank to others?

 35

DATA INTERPRETATION:
The majority of respondents (20 out of 33) 56.3% indicated that they would
recommend the bank to others, expressing a positive sentiment. However, there were
also 37.5% respondents who were unsure or had a more cautious "Maybe" response.
Additionally,6.3% respondents explicitly stated that they would not recommend the
bank to others.In summary, most respondents are open to recommending Thane
Bharat Sahakari Bank to others, but there are some who either have reservations or
would not make such a recommendation.
 36

RESULTS AND RECOMMENDATIONS

FINDINGS
 The majority of customers are generally satisfied with the bank's services,
including overall banking services, the range of banking products, and account
options.

 There are few customers who are not likely satisfied with their banking services.

 Majority of customers are using online banking services.

 Passbook printing services are not available inside the bank, which
inconveniences customers, especially senior citizens.

 Some customers mentioned issues related to ATM services, though specifics were
not provided.
 37

SUGGESTIONS:

 For Customer Service Excellence Implement regular customer service training

programs for staff to improve communication and problem-solving skills.

 Establish clear guidelines for resolving customer queries and complaints

promptly and effectively.Collect feedback from customers after each interaction
to monitor and improve service quality.

 Introduce passbook printing services within the bank premises to provide

customers, particularly senior citizens, with easy access to this essential banking
feature.

 Ensure that passbook printing machines are readily available and in working
condition.

 Explore ways to enhance communication and engagement with customers

through various channels, including social media, email, and in-branch
interactions.

 Provide customers with opportunities to provide feedback and suggestions, and

actively seek their input on service improvements.

 Evaluate the cash withdrawal process to identify bottlenecks and streamline it for
faster transactions.Consider implementing advanced ATM features that allow
quicker and more convenient cash withdrawals.
 38

CONCLUSION:

 In conclusion, Thane Bharat Sahakari Bank stands at a favorable juncture, with

the majority of its customers expressing satisfaction with its services. While the
bank has earned praise for its overall offerings and product range, it is equally
crucial to acknowledge areas identified by customers as needing improvement.

 These include refining online application processes, addressing the absence of

passbook printing services within branches, enhancing customer service quality,
optimizing ATM services, and improving the mobile banking experience. In
response to these valuable insights, the bank is encouraged to proactively invest
in staff training, digital service enhancements, and sustainability initiatives.

 By prioritizing customer feedback and aligning its efforts with customer-centric

values, Thane Bharat Sahakari Bank can cultivate a stronger bond with its
clientele, boost satisfaction, and position itself as a bank that continually strives
to exceed expectations in the ever-evolving landscape of banking services.
 39

REFERENCE AND BIBLOGRAPHY:

 Ganguli, S., & Roy, S. K. (2011). Generic technology-based service quality

dimension sin banking: Impact on customer satisfaction and loyalty. International
Journal of Bank Marketing, 29(2), 168-189.

 Kumar T S and Vinothini V (2020) “A STUDY ON CUSTOMER

SATISFACTION TOWARDS BANKING SERVICES OF INDUSIND BANK
IN VADALUR TOWN” JETIR April 2020, Volume 7, Issue 4

 A.P.P. Perera, H. P. (2018). Impact of Internet Banking Service Quality on

Customer Satisfaction: An Empirical Investigation of Customers in Sri Lanka.
International Journal of Management, IT & Engineering, 22.

 Nandhini. P. V (2016), explains that internet banking provides better

understanding of the customers and their attitudes towards technology.

 Rahaman, M. M., Abdullah, M and Ataur (2011). Measuring Service Quality

using SERVQUAL Model: A Study on PCB s (Private Commercial Banks) in
Bangladesh, Business Management Dynamics, 05-11. 

 Seth, Deshmukh, Vrat (2004). Service quality models: A Review, International

Journal of Quality and Reliability Management Vol. 22, 915-923.

 https://tbsbl.com/

 www.wikipedia.org
 40

ANNEXURE

QUESTIONNAIRE

1. Gender

 Male
 Female

2.Age

 20-30
 30-40
 50 and above

3.How long have you been a customer of Thane Bharat Sahakari Bank?
 Less than 1 year
 1-6 years
 More than 10 years

4. How satisfied are you with the overall banking service provided by Thane Bharat
Sahakari Bank?
 Very satisfied
 Satisfied
 Neutral
 Dissatisfied

5. Please rate these aspects of bank service from 1 to 5,with 1 being poor and 5 being
great:
Customer Service:

 1

 2
 41

 3

Mobile Banking service:

 1

 2

 3

 4

 5

Online Banking:

 1

 2

 3

 4

 5

ATM accessibility:

 1

 2

 3

 4

 5
 42

6. Have you encountered any issue or challenges with our banking sevices?If yes
please describe:

7. How satisfied are you with the ease of managing your accounts with Thane Bharat
Sahakari Bank ?

 Agree

 Disagree

 Neutral

8. Are you satisfied with the range of banking products and account options available
to you?

 Very satisfied

 Satisfied

 Neutral

 Dissatisfied

 Very dissatisfied

 Disagree

9. What areas do you think need improvement in our banking services?

Ans-

10.Would you recommend Thane Bharat Sahakari Bank to others?

 Yes

 No
 43

 Maybe