Compare Govt and Private Bank

Title
“CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR

AND PRIVATE SECTOR BANKS ”
Dissertation submitted in partial fulfillment of the requirements for the

award of the two year full time degree of
POST GRADUATE DIPLOMA IN MANAGEMENT
By
Ruman Khan
ROLL.NO. GM17141
Under the guidance of
Dr. Parul Yadav
Associate Professor
G L BAJAJ INSTITUTE OF MANAGEMENT AND RESEARCH GREATER

NOIDA
2017-2019
DECLARATION BY THE STUDENT
I hereby declare that “Consumer Perception On The Services Of Public Sector And
Private Sector Banks ” is the result of the project work carried out by me under the
guidance of Name of the Guide in partial fulfillment for the award of two year full
time degree of POST GRADUATE DIPLOMA IN MANAGEMENT from G L Bajaj
Institute of Management and Research, Greater Noida.
I also declare that this project is the outcome of my own efforts and that it has not
been submitted to any other university or Institute for the award of any other
degree or Diploma or Certificate.
Place: Greater Noida Name : Ruman Khan
Date: 07/01/2019 Roll No: GM17141
2
CERTIFICATE
Date:
This is to certify that the dissertation titled “Consumer Perception On The Services
Of Public Sector And Private Sector Banks” is an original work of
Mr./Ms.Ruman Khan; bearing Roll Number GM17141 and is being submitted in

partial fulfillment for the award of two year full time degree of POST GRADUATE
DIPLOMA IN MANAGEMENT from G L Bajaj Institute of Management and Research,
Greater Noida.
The report has not been submitted earlier either to this University /Institution for
the fulfillment of the requirement of a course of study
SIGNATURE OF GUIDE SIGNATURE OF DIRECTOR GENERAL
DATE: DATE:
3
TABLE OF CONTENT
CONTENT PAGE NO.
Acknowledgement 5-6
Preface 7-8
Introduction 9-16
Research Objectives 17-18
Research Methodology and 19-20

Design
Data Analysis and 21-55

Interpretation
Litrature Review 56-62
Limitation 63
Suggestion 64
Conclusions 65-66
Annexure 67-68
4
ACKNOWLEDGEMENT
Research work is a combine effort, so one should thank who have helped in making
this report effective and purposeful. Hence, I would thank all people who have been
instrumental in helping me to prepare this report.
It is a great pleasure for me to be assigned this topic. First of all, I would like to
thank God who showered his blessings upon me in each and every step. I am
immensely grateful to ‘’Director General’’ for providing us available opportunity to
prove our skills and shoulder the responsibilities .I am highly grateful to him for his
consistent guidance and inspiration. I would also like to extend my whole hearted
gratitude towards my Survey Mentor Associate prof. Dr. Parul yadav faculty
member, SMS for his valuable support, guidance and encouragement.
I would like to thank all my teacher, staff members, and Library members for their
valuable advice and guidance which help me to make this report effective,
interesting and purposeful.
I especially wish to thank all my respondents and my friends for their valuable
support unless completing this report would not have been possible.
5
PREFACE
The Indian banking industry is passing through an exciting growth phase. The surge
in the real economy, which has grown at over 8% in the past three fiscals, has
provided significant growth opportunities for the sector.
The rising personal incomes of the population have provided banks numerous
opportunities for product development and distribution innovations.
India has a robust banking structure characterized by three major bank groups, viz.,
Public Sector Banks, Private Sector Banks and Foreign Banks, and a large network
of branches.
Basic objective of any business is to maximize profit. Energy industrial or service

oriented operation runs itself for the accomplishment of smooth return with least
expenditure. For this purpose in this highly competitive world it becomes very
important for the product or services to sell it with fighting the existing conditions.
Today companies work is a war zone of rapidly changing competition technological

advancements and other policies which keeps on changing by the regulatory
authorities, so to run business successfully and profitably it is essential that company
must keep re-examining their strategies through continuous market studies.
A questionnaire was carefully prepared and thereafter an extensive survey

was conducted in different parts of DELHI NCR Data and results obtained from this
survey has been carefully analyzed and incorporated in this report suggestions based on
this survey.
6
ABOUT BANK
A bank is a financial institution that accepts deposits and channels those deposits
into lending activities. Banks primarily provide financial services to customers while
enriching investors. Government restrictions on financial activities by banks vary
over time and location. Banks are important players in financial markets and offer
services such as investment funds and loans.
The bank is broadly classifies in two sector public sector bank and private sector
bank. Public sector banks are those banks run under the control of government and
their prime motive is the welfare of the general public. Whereas private sector banks
are those banks run by the private individuals and their prime motive is to earn
profits.
Public Sector bank means any Government Sector Bank/Institute that goes
public... means that issues it Share to general public. It also has a greater share of
government (more than 50%) so that the main motto of social Welfare other than
Maximizing Profit remains.
Whereas Private Sector Banks are those Banks where the Management is
controlled by Private individuals and Government does not have any say in the
management of these Banks. Maximizing profit is the basic motto.
State bank of India, Punjab national bank, bank of Baroda comes in public
sector bank and those are banks leading public sector bank. Axis bank, HDFC bank
and ICIC bank comes in private sector bank and those are leading private sector
bank.
7
HDFC BANK
Housing Development Finance Corporation Limited,
more popularly known as HDFC Bank Ltd, was
established in the year 1994, as a part of the
liberalization of the Indian Banking Industry by
Reserve Bank of India (RBI).
It was one of the first banks to receive an 'in principle
approval from RBI, for setting up a bank in the private
sector. The bank was incorporated with the name
'HDFC Bank Limited', with its registered office in
Mumbai.
The following year, it started its operations as a
Scheduled Commercial Bank. Today, the bank boasts
of as many as 1412 branches and over 3275 ATMs
across India.
At present, HDFC Bank boasts of an authorized
capital of Rs 550 crore (Rs5.5 billion), of this the paid-
up amount is Rs 424.6 crore (Rs.4.2 billion).
Capital Structure
At present, HDFC Bank boasts of an authorized capital of Rs 550 crore(Rs5.5
billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of
equity share, the HDFC Group holds 19.4%.
PRDUCT &SERVICES
 PERSONAL BANKIG
 NRI BANKING
8
ICICI BANK
ICICI Bank started as a wholly owned subsidiary of
ICICI Limited, an Indian financial institution, in 1994.
ICICI Bank is India's second-largest bank with total

assets of Rs. 3,562.28 billion (US$ 77 billion) at
December 31, 2009 and profit after tax Rs. 30.19 billion
(US$ 648.8 million) for the nine months ended
December 31, 2009.
The Bank has a network of 1,675 branches and about

4,883 ATMs in India and presence in 18 countries.
ICICI Bank offers a wide range of banking products and

financial services to corporate and retail customers
through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of
investment banking, life and non-life insurance, venture
capital and asset management.
The Bank currently has subsidiaries in the Uni

ICICI Bank has a wide network both in Indian and abroad. In India alone, the bank
has 1,420 branches and about 4,644 ATMs. Talking about foreign countries, ICICI
Bank has made its presence felt in 18 countries –
PRODUCT&SERVICES
 PERSONAL BANKIG
 NRI BANKING
 BUSINESS BANKING
9
AXIS BANK
Axis Bank was the first of the new private
banks to have begun operations in 1994, after
the Government of India allowed new private
banks to be established.
The Bank was promoted jointly by the

Administrator of the specified undertaking of
the Unit Trust of India (UTI - I), Life Insurance
Corporation of India (LIC) and General
Insurance Corporation of India (GIC) and other
four PSU insurance companies, i.e. National
Insurance Company Ltd., The New India
Assurance Company Ltd., The Oriental
Insurance Company Ltd. and United India
Insurance Company Ltd.
The Bank today is capitalized to the extent of Rs. 403.63 crores with the public
holding (other than promoters and GDRs) at 53.72%.
The Bank's Registered Office is at Ahmadabad and its Central Office is located at
Mumbai. The Bank has a very wide network of more than 896 branches and
Extension Counters (as on 31st December 2009).
The Bank has a network of over 4055 ATMs (as on 31st December 2009) providing
24 hrs a day banking convenience to its customers. This is one of the largest ATM
networks in the country. The Bank has strengths in both retail and corporate
banking and is committed to adopting the best industry practices internationally in
order to achieve excellence.
10
BANK OF BARODA
Bank of Baroda is one of the most prominent
banks in India, having its total assets as Rs. 1,
43,146 Crores as on 31st of March 2007.
The bank was founded by Maharaja Sayajirao

Gaekwad III (also known as Shrimant Gopalrao
Gaekwad), the then Maharaja of Baroda on
20th of July 1908 with a paid capital of Rs. 10
Lacs. From its introduction in a small building
of Baroda,
The bank has come a long way to achieve its

current position as one of the most important
banks in India. On 19th of July 1969, Bank of
Baroda was nationalized by the Government of India along with 13 other
commercial banks.
Financial Details
As of March 2007, the bank had total deposits worth Rs. 1,24,915 Crores while it
had a total number of 2956 branches located worldwide as on April 2009, out of
which 626 were located in Metro cities, 524 in Urban areas, 642 in Semi-Urban
locations, 1092 in Rural areas and 72 were located outside India. The bank has 10
Zonal Offices and 43 Regional Offices which help it control its operations nationally.
11
STATE BANK OF INDIA
The evolution of State Bank of India can be traced
back to the first decade of the 19th century.
It began with the establishment of the Bank of

Calcutta in Calcutta, on 2 June 1806. The bank was
redesigned as the Bank of Bengal, three years later,
on 2 January 1809.
It was the first ever joint-stock bank of the British

India, established under the sponsorship of the
Government of Bengal. Subsequently, the Bank of
Bombay (established on 15 April 1840) and the Bank
of Madras (established on 1 July 1843) followed the
Bank of Bengal.
These three banks dominated the modern banking scenario in India, until when
they were amalgamated to form the Imperial Bank of The corporate center of SBI is
located in Mumbai. In order to cater to different functions, there are several other
establishments in and outside Mumbai, apart from the corporate center.
The bank boasts of having as many as 14 local head offices and 57 Zonal Offices,
located at major cities throughout India. It is recorded that SBI has about 10000
branches, well networked to cater to its customers throughout India.
The eight banking subsidiaries are:
 State Bank of Bikaner and Jaipur (SBBJ)

 State Bank of Hyderabad (SBH)
 State Bank of India (SBI)
 State Bank of Indore (SBIR)
 State Bank of Mysore (SBM)
 State Bank of Patiala (SBP)
 State Bank of Saurashtra (SBS)
 State Bank of Travancore (SBT)
12
Punjab National Bank
Punjab National Bank (PNB) is the second
largest government-owned commercial
bank in India. Having more than 3.5 crore
customer, Punjab National Bank has one
of the largest branch networks in India.
The bank's assets for financial year 2007

were about US$60 billion.
Products and Services

Savings Fund Account - Total Freedom
Salary Account, PNB Prudent Sweep,
PNB Vidyarthi SF Account, PNB Mitra

SF
Account Current Account - PNB
Vaibhav, PNB Gaurav, PNB Smart Roamer.
Fixed Deposit Schemes - Spectrum Fixed Deposit Scheme, Anupam Account,

Mahabachat Schemes, Multi Benefit Deposit
Scheme Credit Schemes - Flexible Housing Loan, Car Finance, Personal Loan,
Credit Cards
Social Banking - Mahila Udyam Nidhi Scheme, Krishi Card, PNB Farmers Welfare
Trust
Corporate Banking - Gold Card scheme for exporters, EXIM finance.
13
RESEARCH OBJECTIVE
Objective
 To study different type of financial product offered by the bank.

 To Study and compare satisfaction level customers in public sectors
banks as well as private sector banks
 To study the expectation and problem of public sector and private sector
banks in new era of banking
14
RESEARCH METHODOLOGY
PROBLEM : CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC

SECTOR BANKS AND PRIVATE SECTOR BANKS IN DELHI NCR
TYPE OF RESEARCH: DESCRIPTIVE AND CONCLUSIVE TYPE OF

RESEARCH
DATA COLLECTED:
PRIMARY SOURCE: THE RESEARCH IS DONE BY QUESTIONNAIRE

FILLED THROUGH CUSTOMER OF DIFFERENT BANKS.
SECONDERY SOURCE: THE SECONDRY DATA COLLECTED BY BANKS

PERSONAL WEBSITE & WWW.GOOGLE.COM.
SAMPLE UNIT: CUSTOMER OF DIFFERENT BANKS IN GOMTI NAGAR,

LUCKNOW
SAMPLING TECHNIQUE: RANDOM SAMPLING
SAMPLE SIZE: 120 CUSTOMERS
DATA ANALYSIS TECHNIQUE AND TOOLS:
BAR GRAPH, PIE CHARTS, PYRAMID GRAPH, CONE GRAPH &

CYLINDER GRAPH
15
DATA ANALYSIS AND INTERPRETATION
Question-1) In which Bank /Banks sector you have your account?
OPTION NO. OF RESPONDENT

PUBLIC SECTOR BANK 60
PRIVATE SECTOR BANK 60
60
60
PUBLIC BANK PRIVATE BANK
INTERPRETATION
The above pie graph shoes that there are 60 respondents in private sector bank and
60 respondents in public sector bank.
16
2) In which Bank/ Banks do you have account?
OPTION NO. OF RESPONDENT

SBI 20
PNB 20
BOB 20
ICICI 20
HDFC 20
AXIS BANK 20
20 20
20 20
20 20
SBI PNB BOB HDFC ICICI AXIS
INTERPRETATION
The above pie chart shoes that 20 respondent of each bank .The bank SBI,
PNB & BOB comes in public sector bank and ICICI, HDFC, & AXIS BANK comes
in private sector bank.
17
3) From how long do you have account in your bank?
PRIVATE BANK NO.OF RESPONDENT

LESS THEN 2YEARS 30
2 TO 5YEARS 22
5 TO 10 YEARS 7
MORN THEN 10 YEARS 1
30
30 PRIVATE BANK
25 22
20
NO.OF 15
RESPONDENT
10 7
5
1
0
Less then 2 2 to 5 year 5 to 10 year More then
year 10 year
18
PUBLIC BANK NO.OF RESPONDENT
LESS THEN 2YEARS 14
2 TO 5YEARS 23
5 TO 10 YEARS 16
MORN THEN 10 YEARS 7
25 23 PUBLIC BANK
20
16
14
NO.OF 15
RESPONDENT
10 7
0
Less then 2 2 to 5 year 5 to 10 year More then 10
year year
INTERPRETATION
The above both graph shoes the timing of the account ,In private sector 30
respondent has less then 2 years a/c,22 has 2to5 years a/c 7has 5to 10 years a/c and1
have more then 1years a/c.
While In public sector 14 respondent has less then 2 years a/c,23 has 2to5 years a/c
16has 5to 10 years a/c and7 have more then 10years a/c.
19
4) Which type of account do you have?
PRIVATE BANK
ACCOUNT TYPE NO.OF RESPONDENT
CURRENT ACCOUNT 15
SAVING ACCOUNT 32
OTHER 13
13
15
PRIVATE BANK
Current account
saving account
other
32
20
PUBLIC BANK
ACCOUNT TYPE NO.OF RESPONDENT
CURRENT ACCOUNT 12
SAVING ACCOUNT 42
OTHER 6
PUBLIC BANK
6
12
Current account
saving account
other
42
INTERPRETATION
The above graph shoes that how many respondent have which type account. In
private sector bank 32 respondents has saving a/c, 15 has current a/c and 13has other
type a/c.
While in public sector bank 42 respondents has saving a/c, 12 has current a/c and 6
has other type a/c.
21
5) How much you are satisfied with the timing & number of working
hours, provided by your bank?
PRIVATE NO. OF TOTAL AVG.SATISFACTIO

BANK RESPONDENT SATISFACTION N LEVEL
LEVEL
ICICI 20 70 3.5
HDFC 20 68 3.4
AXIS 20 72 3.6
3.6
3.6 PRIVATE BANK
3.55
3.5
3.5
AVG.SATISFICTIO
3.45
N LEVEL 3.4
3.4
3.35
3.3
ICICI AXIS HDFC
22
PUBLIC NO. OF TOTAL AVG.SATISFACTIO
LEVEL
SBI 20 68 3.4
PNB 20 80 4.0
BOB 20 72 3.6
23
BANKS AVG. SATISFACTION
LEVEL
PRIVATE SECTER BANK 3.5
PUBLIC SECTERBANK 3.66
AVG.SATISFICTION LEVEL
3.5
3.66
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above graph represents the satisfaction level of timing and working hour
provided by the bank.
The avg. satisfaction level of public bank is morn then to private bank to words
timing and no. of working hours provided by bank.
PNB and Axis bank to high satisfied towards timing and working hour.
24
6) How do you rate the deposits & withdraw activity of your bank?

LEVEL
ICICI 20 61 3.05
HDFC 20 67 3.35
AXIS 20 72 3.6
3.6
PRIVATE BANK
3.6
3.5
3.35
3.4
3.3
AVG.SATISFICTIO3.2
3.05
N LEVEL 3.1
3
2.9
2.8
2.7
ICICI AXIS HDFC
25
LEVEL
SBI 20 69 3.45
PNB 20 74 3.7
BOB 20 54 2.7
4 3.7 PUBLIC BANK

3.45
3.5
3 2.7
2.5
AVG.
SATISFICTION 2
LEVEL
1.5
0.5
0
SBI PNB BOB
26
LEVEL
3.28
3.33
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above chart represents the deposit and withdrawal activity of the bank.
Above pie chart private bank‘s avg. satisfaction level more than public bank.
In private bank Axis bank and public bank PNB bank morn satisfied to other bank
towards deposit and withdraws activity of the bank.
27
7) How do you rate the customer care unit of your bank?

LEVEL
ICICI 20 62 3.1
HDFC 20 67 3.35
AXIS 20 72 3.6
3.6 PRIVATE BANK

3.6
3.5
3.35
3.4
3.3
AVG. SATIS
3.2 3.1
FICTION LAVEL
3.1
3
2.9
2.8
ICICI AXIS HDFC
28
LEVEL
SBI 20 65 3.25
PNB 20 72 3.6
BOB 20 66 3.3
3.6
PUBLIC BANK
3.6
3.5
3.4
AVG. 3.3
SATISFICTION3.3 3.25
LEVAL
3.2
3.1
3
SBI PNB BOB
29
LEVEL
3.35
3.38
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above pie graph shoes that avg. satisfaction level of customer care unit provide
by the bank.
The facilities of customer care unit public bank are more then to private bank.
In private bank Axis bank provide better customer care unit while in public bank
PNB bank provide better customer care unit.
30
8) How do you rate the different type variety of financial product
offered by your bank?

LEVEL
ICICI 20 51 2.55
HDFC 20 64 3.2
AXIS 20 61 3.05
3.5
PRIVATE BANK
3.2
3.05
3
2.55
2.5
2
AVG.SATISFICTIO
N LAVEL
1.5
0.5
0
ICICI AXIS HDFC
31
LEVEL
SBI 20 65 3.25
PNB 20 73 3.65
BOB 20 58 2.9
PUBLIC BANK
4
3.65
3.5 3.25
3 2.9
2.5
AVG.
SATISFICTION 2
LEVAL
1.5
0.5
0
SBI PNB BOB
32
LEVEL
AVG.SATISFICTION LEVAL
2.93
3.26 PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above pie graph represents that different type of financial product offered by the
bank.
In term of financial product offered by the bank, public sector more then to private
sector.
In private sector HDFC bank and public sector PNB bank are more satisfied in term
of financial product offer by the bank.
33
9) How do you rate the query handling of your bank?

LEVEL
ICICI 20 66 3.3
HDFC 20 66 3.3
AXIS 20 72 3.6
PRIVATE BANK
3.6
3.6
3.5
AVG. 3.4
SATISFICTION 3.3 3.3
LAVAL 3.3
3.2
3.1
ICICI AXIS HDFC
34
LEVEL
SBI 20 71 3.55
PNB 20 67 3.35
BOB 20 61 3.05
PUBLIC BANK
3.55
3.6
3.35
3.4
AVG.
LEVAL
3
2.8
SBI PNB BOB
35
LEVEL
AVG. SATISFICTION LAVEL
3.32
3.4
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above pie chart shoes that the respondent of private sector bank are more
satisfied to public sector bank.
The respondent of private sector Axis bank and public sector SBI bank are more
satisfied to other.
36
10) Are you satisfied with the paper work &other formalities before
loan sanction?

LEVEL
ICICI 20 70 3.5
HDFC 20 60 3.0
AXIS 20 67 3.35
3.5 PRIVATE BANK

3.5
3.35
3.4
3.3
3.2
AVG.SATISFICTION
3.1 3
LEVEL
3
2.9
2.8
2.7
ICICI AXIS HDFC
37
LEVEL
SBI 20 66 3.3
PNB 20 67 3.35
BOB 20 59 2.95
PUBLIC BANK
3.35
3.4 3.3
3.3
3.2
3.1
AVG.SATISFICTIO
N LEVEL 3 2.95
2.9
2.8
2.7
SBI PNB BOB
38
LEVEL
3.2
3.28
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above pie graph shoes that satisfaction level of paper work &other formalities
before lone sanction.
The respondent of private sector bank is more then to public sector bank.
ICICI bank & PNB bank customer more satisfied to other respective bank.
39
11) How do you rate the loan facilities provided by your bank?

LEVEL
ICICI 20 60 3.0
HDFC 20 72 3.6
AXIS 20 66 3.3
PRIVATE BANK
3.3
3.2
AVG.SATISFICTIO 3.1 3.3

N LEVEL 3.2
3
3
2.9
2.8
ICICI AXIS HDFC
40
LEVEL
SBI 20 62 3.1
PNB 20 64 3.2
BOB 20 64 3.2
PUBLIC BANK
3.2
3.18
3.16
3.14
AVG.
3.2 3.2
SATISFICTION 3.12
LEVEL
3.1
3.08 3.1
3.06
3.04
SBI PNB BOB
41
LEVEL
AVG. SATISFICTION LEVEL
3.17
3.27
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above graph shoes that the loan facilities provide by the bank.
The respondent of private sector bank is more satisfied to public sector bank in term
of provided loan facilities.
In private sector bank respondent of Axis bank and public sector PNB & BOB both
are satisfied to other bank in term of loan facilities.
42
12) How do you rate the ATM services provided by your bank?

LEVEL
ICICI 20 58 2.9
HDFC 20 60 3.0
AXIS 20 53 2.65
PRIVATE BANK
3
3 2.9
2.8
AVG.SATISFICTIO 2.65
N LEVEL
2.6
2.4
ICICI AXIS HDFC
43
LEVEL
SBI 20 68 3.4
PNB 20 70 3.5
BOB 20 62 3.15
PUBLIC BANK
3.5
3.5
3.4
3.4
3.3
AVG.SATISFICTIO 3.15
3.2
N LEVEL
3.1
2.9
SBI PNB BOB
44
LEVEL
2.85

PRIVATE SECTOR BANK
INTERPRETATION
The above graph shoes that the ATM services provided by bank.
The respondent of public sector bank is more satisfied to private sector bank in term
of ATM services.
In private sector bank respondent of HDFC bank and public sector PNB are more
satisfied to other bank in term of ATM services.
45
13) How do you rate the behavior of employees of your
bank?

LEVEL
ICICI 20 71 3.55
HDFC 20 65 3.25
AXIS 20 73 3.65
PRIVATE BANK
3.65
3.7
3.55
3.6
3.5
AVG. 3.4
SATISFICTION 3.25
LEVEL 3.3
3.2
3.1
3
ICICI AXIS HDFC
46
LEVEL
SBI 20 62 3.1
PNB 20 67 3.35
BOB 20 69 3.45
PUBLIC BANK
3.45
3.5
3.35
3.4
3.3
AVG.
SATISFICTION 3.2
3.1
LEVEL
3.1
2.9
SBI PNB BOB
47
LEVEL
3.3
3.48
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above graph shoes that the satisfaction level of the employees of bank.
The respondent of private sector bank is more satisfied to public sector bank.
In private sector respondent of Axis bank and public sector bank BOB bank more
satisfied to other bank.
48
14) How do you rate the locations & number of branches of your
bank in Lucknow?

LEVEL
ICICI 20 49 2.45
HDFC 20 59 2.95
AXIS 20 66 3.3
PRIVATE BANK
3.3
3.5 2.95
3 2.45
2.5
AVG.SATIFICTION 2
LEVEL 1.5
1
0.5
0
ICICI AXIS HDFC
49
LEVEL
SBI 20 72 3.6
PNB 20 76 3.8
BOB 20 61 3.05
PRIVATE BANK
3.8
4 3.6
3.5 3.05
3
2.5
AVG.SATISFICTIO
2
N LEVEL
1.5
1
0.5
0
SBI PNB BOB
50
LEVEL
2.9

PRIVATE SECTOR BANK
INTERPRETATION
The above graph represents the location and no. of branches in locution.
Public sector bank has more branches comparison to private sector bank according
to respondent’s avg.satisfaction level.
In public bank PNB bank and private bank Axis bank’s respondent more satisfied to
other bank towards bank location and branches.
51
15) Rank, in which areas your bank should improve its services?
PRIVATE WORKING TIMING FACILITIES OTHER

BANKS CULTURE
ICICI 9 5 4 2
HDFC 2 4 9 5
AXIS BANK 8 4 7 1
10 9 PRIVATE BANK 9
8
8 7
6 5 5
NO. OF ICICI
4 4 4
RESPONDENT AXIS
4
2 2
HDFC
2 1
0
working timing facilities other
culture
52
PUBLIC WORKING TIMING FACILITIES OTHER
BANKS CULTURE
SBI 8 7 3 2
PNB 10 5 4 1
BOB 3 7 8 2
10
PUBLIC BANK
10
8 8
8 7 7
6 5 SBI
NO OF
4
RESPONDENT PNB
4 3 3
2 2 BOB
2 1
0
working timing facilities other
culture
INTERPRETATION
The above graph shoes that which areas bank should improve there its services.
The above graph represents the working culture, timing facilities and other things in
public and private bank.
53
16) How do you rate the hidden charges applied by your bank?

LEVEL
ICICI 20 57 2.85
HDFC 20 69 3.45
AXIS 20 56 2.8
PRIVATE BANK
3.45
3.5
2.85 2.8
3
2.5
AVG. 2
SATISFICTION
LEVEL 1.5
1
0.5
0
ICICI AXIS HDFC
54
LEVEL
SBI 20 70 3.05
PNB 20 70 3.05
BOB 20 58 2.9
PUBLIC BANK
3.05 3.05
3.05
2.95
AVG.SATISFICTIO 2.9
N LEVEL
2.9
2.85
2.8
SBI PNB BOB
55
LEVEL
3
3.03
PUBLIC SECTOR BANK
PRIVATE SECTOR BANK
INTERPRETATION
The above pie chart shoes that hidden charge applied by the bank.
In above chart private sector bank applied more hidden charge to public sector bank.
56
17) What is your overall satisfaction rating with your Bank
services?

LEVEL
ICICI 20 70 3.5
HDFC 20 71 3.55
AXIS 20 65 3.25
PRIVATE BANK
3.6 3.55
3.5
3.5
3.4
AVG.SATISFICTIO
N LEVEL 3.25
3.3
3.2
3.1
ICICI AXIS HDFC
57
LEVEL
SBI 20 70 3.5
PNB 20 74 3.7
BOB 20 66 3.3
PUBLIC BANK
3.7
3.7
3.6 3.5
3.5
AVG.
LEVEL
3.3
3.2
3.1
SBI PNB BOB
58
LEVEL
3.43
PRIVATE SECTOR BANK
INTERPRETATION
The above graph shoes that the overall satisfaction level of the customer.
In above chart public sector bank customer more satisfied to private sector bank.
PNB and HDFC bank customer more satisfied towards banking system.
59
18) If you want to open a new account, which sector bank would you
prefer?
BANKS OPEN NEW ACCOUNT

PRIVATE SECTER BANK 48
PUBLIC SECTERBANK 72
72
80
70
60 48
50
40
30
20
10
0
PUBLIC SECTOR BANK PRIVATE SECTOR BANK
INTERPRETATION
The above chart represents the no. of respondent who willing the open on his/her
account in public and private bank.
The no. of respondent in public sector bank is 72 it means 60%.and the no. of
respondent of private sector are 48. It means 40% are will the open his /her account
in this bank.
60
LITERATURE REVIEW
public and private sector banks and their study shows that quality gap between
expectations A study on of
consumers and perceptions of service delivered is highest in public sector banks and
lowest in
private sector banks Another study found out that public sector banks are better than
private
sector banks. Other studies and their findings are given below
Sachin Mittal & Rajnish Jain(2013)-This paper is basically a literature review of

banking industry and
effect of IT based services on customer satisfaction. The study highlights customer

satisfaction
levels among young customers in banking industry. A survey indicates the gaps
between
customer’s expectations and perception with respect to IT based banking services.

Findings
indicated need to improve the IT based services for enhancing customer satisfaction
Kumbhar, Vijay (2014)- It examined the relationship between the demographics and
customers’
satisfaction in internet banking,. It also found out relationship between service

quality and
customers’ satisfaction as well as satisfaction in internet banking service provided

by the public
61
sector bank and private sector banks. The study found out that overall satisfaction of
employees,
businessmen and professionals are higher in internet banking service. Also it was
found that there is
significant difference in the customers’ perception in internet banking services

provided by the public and
privates sector banks. Kailash M(2015)- The paper compares public and private
sector banks in
Vijayawada city using SERVQUAL model. The findings revealed that private sector
banks have good
services to customers and they retained customers by providing better facilities. The
study finds out
importance of new products and services for banks for retaining customers.
The studies mentioned above clearly points out to the importance of having a
structured study on
this where banks in different categories are compared with respect to the service
quality aspect which will
help them to find out their core competencies and to capitalize on them and at the
same time find out the
areas where they can improve. This is the major aim of my thesis
62
LIMITATIONS
 Number of respondents was 120, so the survey does not

represent the whole Delhi Ncr.
 Limited time period.
 Problem in communicating with the respondents.
 Limited knowledge about the subject work as a hindrance in
analyzing the report.
63
SUGGESTIONS
 In private bank should improve your timing and no. of working hours.
 In public sector bank BOB should improve your working culture because it’s
working culture very low.
 In public bank respondent is less satisfied to paper work and other facilities of
before loan sanction so it improve your loan sanction facilities and should less
the paper work and other facilities.
 Private sector bank have less then branches and lack of location so its improve
there no. of branches and location.
 Private sector bank should improve their customer care unit and use mostly in
Hindi language.
 Query handling activity is low the public sector bank so it should improve.
64
CONCLUSIONS
 Factor affecting the choice of bank.
 Public sector bank customers are satisfied towards timing and working
hours of their bank.
 Customer care facilities better is public sector bank.
65
BIBLIOGRAPHY
 Research Methodology (Methods and Techniques) – C.R. KOTHARI

 www.bank of baroda.com
 www.sbi.com
 www.hdfc.com
 www.axisbank.com
 www.icici.com
 www.pnb.com
 www.google.com
66
QUESTIONNAIRE
SUBJECT: CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR BANKS

AND PRIVATE SECTOR BANKS IN DELHI NCR
Please provide your kind support in filling up the questionnaire.

Please mark ( √ ) where applicable:
Personal Information:
Age group(in years): (1) under 25 (2) 25 – 35 (2) 35 – 45 (3) above 45
Sex: Male Female
Occupation:……………………………………………………………………………………………....
Contact No. …………………………………………………………………………………………………
Income: monthly (in thousands) (1) less then 10 (2) 10-- 20 (3) 20-30
(4) Morn then 30
Address: ………………………………………………………………………………………………………………………………… …………………

1) In which bank sector you have your account?
⁮ PRIVATE BANK ⁮ PUBLIC BANK
2) In which Bank/ Banks do you have account?
⁮ ICICI ⁮ HDFC ⁮ AXIS BANK ⁮ SBI ⁮ BOB ⁮ PNB
3) From how long do you have account in your bank?
⁮ Less than 2 years ⁮ 2 to 5 years ⁮ 5 to 10 years ⁮ More than 10 years
4) Which type of account do you have?
⁮ Current Account ⁮ Saving Account ⁮ ⁮ Any other ……………………………
SCALE OF RATING: - 1= HIGHLY DISSATISFIED 2=DISSATISFIED 3=AVERAGE 4=SATISFIED

5=HIGHLY SATISFIED
5) How much you are satisfied with the timing & number of working hours, provided by your bank?
67
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
6) How do you rate the deposits & withdraw activity of your bank?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
7) How do you rate the customer care unit of your bank?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
8) How do you rate the different type variety of financial product offered by your bank?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
9) How do you rate the query handling of your bank?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
10) Are you satisfied with the paper work &other formalities before loan sanction?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
11) How do you rate the loan facilities provided by your bank?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
12) How do you rate the ATM services provided by your bank?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
13) How do you rate the behavior of employees of your bank?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
14) How do you rate the locations & number of branches of your bank in Lucknow?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
15) Rank, in which areas your bank should improve its services?
⁮ Working culture ⁮ Timings ⁮ Facilities ⁮ Any other ……………………..
16) How do you rate the hidden charges applied by your bank?
⁮ No such offers ⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
17) What is your overall satisfaction rating with your Bank services?
⁮ 1 ⁮ 2 ⁮ 3 ⁮ 4 ⁮ 5
18) If you want to open a new account, which sector bank would you prefer?
⁮ Public ⁮ Private
68

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Title

“CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC SECTOR

Dissertation submitted in partial fulfillment of the requirements for the

POST GRADUATE DIPLOMA IN MANAGEMENT

Under the guidance of

Dr. Parul Yadav

G L BAJAJ INSTITUTE OF MANAGEMENT AND RESEARCH GREATER

Place: Greater Noida Name : Ruman Khan

Date: 07/01/2019 Roll No: GM17141

Mr./Ms.Ruman Khan; bearing Roll Number GM17141 and is being submitted in

SIGNATURE OF GUIDE SIGNATURE OF DIRECTOR GENERAL

CONTENT PAGE NO.

Research Objectives 17-18

Research Methodology and 19-20

Data Analysis and 21-55

Litrature Review 56-62

Basic objective of any business is to maximize profit. Energy industrial or service

Today companies work is a war zone of rapidly changing competition technological

A questionnaire was carefully prepared and thereafter an extensive survey

ICICI Bank is India's second-largest bank with total

The Bank has a network of 1,675 branches and about

ICICI Bank offers a wide range of banking products and

The Bank currently has subsidiaries in the Uni

The Bank was promoted jointly by the

The bank was founded by Maharaja Sayajirao

The bank has come a long way to achieve its

It began with the establishment of the Bank of

It was the first ever joint-stock bank of the British

The eight banking subsidiaries are:

 State Bank of Bikaner and Jaipur (SBBJ)

The bank's assets for financial year 2007

Products and Services

PNB Vidyarthi SF Account, PNB Mitra

Fixed Deposit Schemes - Spectrum Fixed Deposit Scheme, Anupam Account,

Corporate Banking - Gold Card scheme for exporters, EXIM finance.

 To study different type of financial product offered by the bank.

PROBLEM : CUSTOMER PERCEPTION ON THE SERVICES OF PUBLIC

TYPE OF RESEARCH: DESCRIPTIVE AND CONCLUSIVE TYPE OF

PRIMARY SOURCE: THE RESEARCH IS DONE BY QUESTIONNAIRE

SECONDERY SOURCE: THE SECONDRY DATA COLLECTED BY BANKS

SAMPLE UNIT: CUSTOMER OF DIFFERENT BANKS IN GOMTI NAGAR,

SAMPLING TECHNIQUE: RANDOM SAMPLING

SAMPLE SIZE: 120 CUSTOMERS

DATA ANALYSIS TECHNIQUE AND TOOLS:

BAR GRAPH, PIE CHARTS, PYRAMID GRAPH, CONE GRAPH &

Question-1) In which Bank /Banks sector you have your account?

OPTION NO. OF RESPONDENT

PUBLIC BANK PRIVATE BANK

OPTION NO. OF RESPONDENT

SBI PNB BOB HDFC ICICI AXIS

PRIVATE BANK NO.OF RESPONDENT

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

4 3.7 PUBLIC BANK

PRIVATE NO. OF TOTAL AVG.SATISFACTIO

3.6 PRIVATE BANK

PRIVATE NO. OF TOTAL AVG.SATISFACTIO