ONTHEJOBTRANI

NGREPORT
ON
CUSTOMERSATI
SFACTI
ONTOWARDKCCBANK

HI
MACHALPRADESHUNI
VERSI
TYSHI
MLA

SUBMI
TTEDTO:
KUSUM LATA SUBMI
TTEDBY:
AMBI
KA

(
HEADOFDEPARTMENT) CLASSROLLNO:
-2027

LECT.OFMBA UNI
VERSI
TYROLLNO:
-

200520180180002

1
 GOVT.COLLEGEDHALI
ARA

PREFACE

The successfulcompleti
on of t hi
s project was a uni que
experi
ence for me because by v i
sit
ing many pl ace and
i
nteracti
ngvari
ousperson,Iachi
evedabet terknowledgeabout
Banking.TheexperiencewhichIgai nedbydoi ngt hi
spr oj
ect
wasessent i
alatt
histurni
ngpointofmycar r
iert
hisprojectis
beingsubmitt
edwhichcontentdetail
edanalysisoftheresearch
undertakenbyme.

Ther esearchprovi
desanopportuni
tytothestudentt
odevote
his/herskil
lsknowledgeandcompetenci
esrequi
redduri
ngthe
technicalsessi
on.

Ther
esear
chi
sont
het
opi
c“Kangr
aCo-
oper
ati
veBank”

2
 MBA4ndSemester
GOVT.COLLEGEDHALIARA

ACKNOWLEDGEMENT

Itaket hisoppor tunitytoextendmysi ncerethankst o

HIMACHALPRADESHUNI VERSI TYandTheKangr aCent ralCo-
oper ativeBankLi mi t
edf oroff
er ingauniquepl at
form exposur e
andgar nerknowl edgei nthefieldofBanki ng&Fi nance, Fir
stof
al
l, myhear t
feltgrati
tudetomypr oj
ectguideMr .SANDEEP
SINGHRANA, BranchManageratTheKangr aCent ralCo-
oper ativeBankLi mi t
edatPr agpurf orhav i
ngmademywi nt
er
i
nt ernshiptrainingagr eatlearningexperiencebygi vingmehi s
guidance, insightandencour agementwhi chactedasa
count inuoussour ceofsuppor tf ormedur i
ngthisent ir
eperiod.I
woul dal soli
ket ot hankstoMr .GAURAVSOODofTheKangr a
Cent ralCo-oper ati
veBankatPr agpurforherhelpandgui dance
i
nsal esandal l mycol l
eaguesf oet hei
rsincerecooper ati
ve,

3
wit
houtwhichthesuccessoft
hisproj
ectwould,
nothadbeen
possi
ble.Iwoul
dalsoli
ketoThanksprofKUSUM LATA(HODOF
MBADEPRATMENT).

Pl
ace:
PRAGPURDi
stt
.Kangr
a

4
5
CERTI
FICATE

6
 DECLARATI
ON
IAMBI
KAdoher
ebydecl
aret
hatt
hepr
ojectwor
kent
it
leon
t
he“Kangr
aCo-
oper
ati
veBank i
nIndi
a”Hi
machali
sthe
or
igi
nal
wor
kdonebyme.

Thi
s pr
oject r
epor
t pr
esent
ed as a par
ti
alf
ulf
il
lment
r
equi
rementf
ort
he degr
ee of Bachel
ors of Busi
ness
admi
nist
rat
ion.

MBA4thsemest
er

7
GOVT.COLLEGEDHALI
ARA

8
T
I
 CONTENTS

1.
INTRODUCTION 7-25
2.
REVIEW OFLITERATURE 26- 28
3.
RESERCH METHDOLOGY 29-33
4.
OJECTIVEOFTHESTUDY 34-44
5.
CONCLUSION RECOMMENDATI
ON 45- 46

10
11
 I
NTRODUCTI
ON

HI
STORY

TheKangr aCooper ati

veBankLt d.st artedi
nav eryhumbl ewayas
asmal lThr i
ft
/CreditSocietyinMar ch, 1960byaf ewfri
endsof
Dist
t.Kangr aofHi machal t
ohelpoutt hepeopleofHimachal
resi
dingi nDelhitoupl i
ftthei
reconomi cconditi
onsandt i
deov er
thefinancialhardships.Dedicati
on, sinceri
tyandhonestyoft hese
member s/associat
esbr oughtr i
chfruitsandt hi
sThrif
t/Credit
Societygrewupi nt
oabi gsocietywi t
hintwelveyearsafterit
s
12
format ionandsuccessf ul r
unni ngwasconv ertedi ntoapr imary
urbanCooper ati
veBanki n1972byRBIandwasper mittedt ocar r
y
outbanki ngact ivit
iesi ncludingaccept anceofdeposi tsf r
om
public( non-member s)byopeni ngt heirSav i
ng, Cur rentandRD
A/c’s.Twent yt hreey earst heref rom inJune1995i twasgr anted
alicenset ocar ryoutt hebanki ngbusi nessbyt heReser veBankof
India.Ther eaf t
er,i
twasgr antedl icenset oopenbr anchesand
consequent l
ysi xmor ebr ancheswer eaddedi nFebr uary ,May ,
December1996, June1998, Oct ober2008andt hel astonei nJuly
2009.I nmay1970i tpurchasedPahar ganjbuildingand
reconst ructedt hesamei n1993.I noct ober,
1997i tpur chasedt he
presentpr emi sesatJanakpur itosetupadmi nistr
at i
veandHO.
Cent ralaccount sandPer sonnel depar tmentar ef unct i
oni ngf r
om
thisbui l
ding.I thasaboar dmeet i
ngr oom.Onebr anchal so
funct i
onher e.Themai nbr anchal ongwi thit
sser vi
cebr anch,
arbitrati
onandr ecov erydepar tmenti ssituatedi nitsownt hree
storiedbui ldingatPahar ganj.Itpur chasedanot herBui ldingi n
Apr i
l 2008AtJagat pur iwher eitsoneoft heexist i
ngBr ancheshas
alreadybeenf unctioning.

Banki ngbusi nesshasdonewonder sf orthewor ldeconomy .Thesi mpl e

l
ooki ngmet hodofaccept ingmoneydeposi tsf r
om sav ersandt henl ending
thesamemoneyt obor rower s,banki ngact ivityencour agest hef l
owofmoney
topr oduct i
veuseandi nv estment s.Thi sintur nal l
owst heeconomyt ogr ow.
Intheabsenceofbanki ngbusi ness, sav i
ngswoul dsitidleinourhomes, t
he
entrepr eneurswoul dnotbei naposi tiontor aiset hemoney ,ordinarypeopl e
dreami ngforanewcarorhousewoul dnotbeabl etopur chasecar sor
houses.Thegov ernmentofI ndiast artedthecooper ativemov ementofI ndia
i
n1904.Thent hegov ernmentt herefor edecidedt odev elopt hecooper at
ives
asthei nsti
tuti
onal agencyt otackl ethepr obl em ofusur yandr ural
i
ndebt edness,whichhasbecomeacur seforpopul ati
on.I nsuchasi tuation
cooper at
ivebanksoper ateasabal anci ngCent re.Atpr esentt herear esev eral
cooper at
ivebankswhi char eper formi ngmul tipur posef unctionsoff i
nanci al,
admi nistrati
ve,supervisor yanddev elopmenti nnat ureofexpansi onand
devel opmentofcooper ativecredi tsy stem.I nbr ief,t
hecooper ativebanks
havet oactasaf r
iend, philosopherandgui det oent i
recooper ativest ructure.
Thest udyisbasedonsomesuccessf ulco-opbanksi nDel hi(India).The
studyoft hebank‟sper formanceal ongwi tht hel endingpr act i
cespr ov idedt o
13
 thecustomersisherewit
hundertaken.Thecustomerhastakenmor ethan
onetypeofloanfrom thebanks.Moreovertheysuggest
edthatthebank
shouldadoptthel
atesttechnol
ogyoft hebanki
nglikeATMs,int
ernet/onl
ine
banki
ng, cr
edi
tcardsetc.soastobr i
ngthebankatparwi t
htheprivat
esector
banks.

“
ACooper
ati
vebank,
asi
tsnamei
ndi
cat
esi
sani
nst
it
uti
on

consi
sti
ngofanumberofi
ndi
vi
dual
swhoj
oint
oget
hert
opool
thei
rsur
plus

sav
ingsf
ort
hepur
poseofel
i
minat
ingt
hepr
ofi
tsoft
hebanker
sormoney

l
ender
swi
thav
iewt
odi
str
ibut
ingt
hesameamongstt
hedeposi
tor
sand

bor
rower
s.”

Nat
ivepopul
ati
oni
smai
nlyf
ocusedbyt
hesebanksandot
herf
ocusi
smi
ddl
e

i
ncomegr
ouppopul
ati
onoft
her
egi
on.

Or
gani
zat
ionPr
ofi
l
e:

TheKangr
aCooper
ati
veBankLt
d.st
art
edwi
thasmal
lCr
edi
tSoci
etyi
n

Mar
ch,
1960byagr
oupofpeopl
eofDi
str
ictKangr
a,Hi
machal
Pradesh

t
o hel
p outt
he Hi
machal
ipeopl
eresi
ding i
n Del
hit
orai
se t
hei
r

economi
ccondi
ti
onsandt
ideov
ert
hef
inanci
alhar
dshi
ps.Thr
ought
he

commi
tmentshownbyt
hemember
sandassoci
atest
heKCBgr
ewup

i
ntobi
gsoci
etywi
thi
naspanoft
wel
vey
ear
saf
teri
tsf
ormat
ionandi
t

wasconv
ert
edi
ntoapr
imar
yur
banCooper
ati
veBanki
n1972byRBI

and was per

missi
blet
o car
ry out banki
ng act
ivi
ti
es i
ncl
udi
ng

accept
anceofdeposi
tsf
rom publ
i
c

14
 (
non-
member
s)byopeni
ngt
hei
rSav
ing,
Cur
rentandRDA/
c’s.:
Twent
y

t
hreey
ear
sther
efr
om i
nJune1995i
twasgr
ant
edal
i
censet
ocar
ry

outt
hebanki
ngbusi
nessbyt
heReser
veBankofI
ndi
a:

Subsequent
ly,Bank was gr
ant
ed l
i
cense t
o open br
anches and

consequent
lyei
ghtmor
ebr
ancheswer
eadded i
n Febr
uar
y,May
,

December1996,
June

1998,Oct
ober2008,Jul
y2009,Apr
il2014andt
hel
astonei
nJul
y
2014.

PROMOTER

KCC i
sIndi
a'
spr
emi
erhousi
ngf
inancecompanyandenj
oysan
i
mpeccabl
etr
ackr
ecor
dinI
ndi
aaswel
lasi
nint
ernat
ional
mar
ket
s.
,t
heCor
por
ati
onhasmai
ntai
nedaconsi
stentandheal
thygr
owt
h
i
nit
soper
ati
onst
oremai
nthemar
ketl
eaderi
nmor
tgages.I
ts
out
standi
ngl
oanpor
tfol
i
ocov
erswel
l
.ov
erami
l
li
ondwel
l
inguni
ts.
KCChasdev
elopedsi
gni
fi
cantexper
ti
sei
nret
ail
mor
tgagel
oanst
o
di
ff
erentmar
ketsegment
sandal
sohasal
argecor
por
atecl
i
ent
basef
ori
tshousi
ngr
elat
edcr
edi
tfaci
l
iti
es.Wi
thi
tsexper
iencei
n
15
t
he f
inanci
al mar
ket
s, a st
rong mar
ket r
eput
ati
on, l
arge
shar
ehol
derbaseanduni
queconsumerf
ranchi
se,
KCCwasi
deal
l
y
posi
ti
onedt
opr
omot
eabanki
ntheI
ndi
anenv
ironment
.

MI
SSI
ON

KCCBank’
sbeganoper
ati
onsi
n1995wi
thasi
mpl
emi
ssi
ont
obe
aWor
ldCl
assI
ndi
anBank.Wer
eal
i
zedt
hatonl
yasi
ngl
e-mi
nded
f
ocusonpr
oductqual
i
tyandser
viceexcel
l
encewoul
dhel
pusget
t
her
e.Today
,thebanki
sont
hewayt
owar
dst
hatgoal
.Iti
s
ext
remel
ygr
ati
fyi
ngt
hati
tsef
for
tst
owar
dspr
ovi
dingcust
omer
conv
eni
ence hav
e been appr
eci
ated bot
h nat
ional
l
y and
i
nter
nat
ional
l
y.

.Thebank’
sai
mist
obui
l
dasoundcust
omerf
ranchi
seacr
oss
di
sti
nctbusi
nessessoas t
obet
hepr
efer
redpr
ovi
derof
banki
ng ser
vices i
nthe ni
che segment
sthatt
he bank
oper
atesi
nandt
oachi
eveheal
thygr
owt
hinpr
ofi
tabi
l
ity
,
consi
stentwi
tht
hebank’
sri
skappet
it
e.

BUSI
NESSES

KCC Bank of
fer
s a wi
de r
ange of commer
cial and
16
 t
ransact
ionalbanki
ng ser
vices and t
reasur
y pr
oduct
sto
whol
esal
e and r
etai
lcust
omer
s.The bank has t
hree key
busi
nesssegment
s:

WHOLESALEBANKI
NGSERVI
CES

The Bank'
s t
arget mar
ket r
anges f
rom l
arge, bl
ue-
chi
p
manuf
act
uri
ngcompani
esi
ntheI
ndi
ancor
por
atet
osmal
l&mi
d-
si
zedcor
por
ateandagr
i-
basedbusi
nesses.Fort
hesecust
omer
s,
t
heBankpr
ovi
desawi
der
angeofcommer
cialandt
ransact
ional
banki
ngser
vices,
incl
udi
ngwor
kingcapi
tal
finance,
tradeser
vices,
t
ransact
ionalser
vices,
cashmanagement
,et
c.Thebanki
sal
soa
l
eadi
ng pr
ovi
derofst
ruct
ured sol
uti
ons,whi
ch combi
ne cash
managementser
viceswi
thv
endorand di
str
ibut
orf
inancef
or
f
aci
l
itat
ingsuper
iorsuppl
ychai
nmanagementf
ori
tscor
por
ate
cust
omer
s.Basedoni
tssuper
iorpr
oductdel
i
ver
y/ser
vicel
evel
s
andst
rongcust
omeror
ient
ati
on,t
heBankhasmadesi
gni
fi
cant
i
nroadsi
ntot
hebanki
ngconsor
ti
aofanumberofl
eadi
ngI
ndi
an
cor
por
atei
ncl
udi
ngmul
ti
nat
ional
s,compani
esf
rom t
hedomest
ic
busi
ness houses and pr
ime publ
i
c sect
orcompani
es.I
tis
r
ecogni
zed as a l
eadi
ng pr
ovi
derofcash managementand
t
ransact
ionalbanki
ngsol
uti
onst
ocor
por
atecust
omer
s,mut
ual
f
unds,
stockexchangemember
sandbanks.

17
 RETAI
LBANKI
NGSERVI
CES

Theobj
ect
iveoft
heRet
ailBanki
stopr
ovi
dei
tst
argetmar
ket
cust
omer
saf
ull
rangeoff
inanci
alpr
oduct
sandbanki
ngser
vices,
gi
vi
ngt
hecust
omeraone-
stopwi
ndow f
oral
lhi
s/herbanki
ng
r
equi
rement
s.Thepr
oduct
sar
ebackedbywor
ld-
classser
vice
and del
i
ver
ed t
othe cust
omer
sthr
ough t
he gr
owi
ng br
anch
net
wor
k,aswel
last
hrough al
ter
nat
ivedel
i
ver
ychannel
sli
ke
ATMs,
PhoneBanki
ng,
NetBanki
ngandMobi
l
eBanki
ng.

TheKCCBankPr
efer
redpr
ogr
am f
orhi
ghnetwor
thi
ndi
vi
dual
s,
t
he KCC Bank Pl
us and t
he I
nvest
mentAdv
isor
y Ser
vices
pr
ogr
ams hav
e been desi
gned keepi
ng i
n mi
nd needs of
cust
omer
swhoseekdi
sti
nctf
inanci
alsol
uti
ons,i
nfor
mat
ionand
adv
iceonv
ari
ousi
nvest
mentav
enues.TheBankal
sohasawi
de
ar
rayofr
etai
lloanpr
oduct
sincl
udi
ngAut
oLoans,Loansagai
nst
mar
ket
abl
e secur
it
ies,Per
sonalLoans and Loans f
orTwo-
wheel
ers.I
tisal
soal
eadi
ngpr
ovi
derofDeposi
tor
yPar
ti
cipant
(
DP)ser
vices f
orr
etai
lcust
omer
s,pr
ovi
ding cust
omer
sthe
f
aci
l
ityt
ohol
dthei
rinv
est
ment
sinel
ect
roni
cfor
m.

18
 Tr
easur
y
Withint hi
sbusi ness,t he bankhast hree mai n productar eas-
Foreign
ExchangeandDer i
vatives,LocalCur rencyMoneyMar ket&Debt
Secur i
ti
es,andEqui t
ies.Wi tht heliberali
zati
onoft hef inancial
mar ketsi n India,cor porate need mor e sophi st
icated r i
sk
managementi nformat ion,adv iceandpr oductstructures.These
andf i
nepricingonv arioust reasuryproduct sareprov i
dedt hrough
the bank's Treasuryt eam.To compl ywi th st
at ut
oryr eserve
requirements,thebanki sr equi r
edt ohol d ofi t sdeposi tsin
governmentsecur i
ti
es.TheTr easurybusi nessisr esponsiblefor
managi ngthereturnsandmar ketr i
skont hisinvestmentpor tfol
io.

GROWTH

KCC Banki
say
ounganddy
nami
cbank,wi
thay
out
hfuland
ent
husi
ast
ict
eam det
ermi
ned t
o accompl
i
sh t
he v
isi
on of
becomi
ngawor
ld-
classI
ndi
anbank.Ourbusi
nessphi
l
osophyi
s
based on f
our cor
eval
ues -Cust
omer Focus,Oper
ati
onal
Excel
l
ence,Pr
oductLeader
shi
pandPeopl
e.Webel
i
evet
hatt
he
ul
ti
mat
eident
it
yand success ofourbank wi
l
lresi
de i
nthe
except
ionalqual
i
tyofourpeopl
eandt
hei
rext
raor
dinar
yef
for
ts.
For t
hisr
eason,we ar
e commi
tt
ed t
o hi
ri
ng,dev
elopi
ng,
mot
ivat
ing and r
etai
ning t
he bestpeopl
eint
he i
ndust
ry.
Our
mi
ssi
on i
sto be "
a Wor
ld Cl
ass I
ndi
an Bank"
,benchmar
king
our
sel
vesagai
nsti
nter
nat
ionalst
andar
dsandbestpr
act
icesi
n

19
t
erms of pr
oduct of
fer
ings,t
echnol
ogy
,ser
vice l
evel
s,r
isk
managementandaudi
t&compl
i
ance.Theobj
ect
ivei
stobui
l
d
soundcust
omerf
ranchi
sesacr
ossdi
sti
nctbusi
nessessoast
o
beapr
efer
redpr
ovi
derofbanki
ngser
vicesf
ort
argetr
etai
land
whol
esal
ecust
omersegment
s,andt
oachi
eveaheal
thygr
owt
hin
pr
ofi
tabi
l
ity
,consi
stentWi
tht
he Bank'
sri
sk appet
it
e.We ar
e
commi
tt
edt
odot
hiswhi
l
eensur
ingt
hehi
ghestl
evel
sofet
hical
st
andar
ds,pr
ofessi
onali
ntegr
it
y,cor
por
ate gov
ernance and
r
egul
ator
y compl
i
ance.
Ourbusi
ness st
rat
egy emphasi
zes t
he
f
oll
owi
ng:

I
ncr
easeourmar
ketshar
einI
ndi
a’
sexpandi
ngbanki
ngand
f
inanci
alser
vicesi
ndust
rybyf
oll
owi
ngadi
sci
pli
nedgr
owt
h
st
rat
egyf
ocusi
ngonqual
i
tyandnotonquant
it
yanddel
i
ver
inghi
gh
qual
i
tycust
omerser
vice.

Dev
elopi
nnov
ati
vepr
oduct
sandser
vicest
hatat
tractourt
arget
ed
cust
omer
sandaddr
essi
nef
fi
cienci
esi
ntheI
ndi
anf
inanci
alsect
or.
Cont
inuet
odev
eloppr
oduct
sandser
vicest
hat

r
educeourcostoff
unds.Focusonhi
ghear
nings

gr
owt
hwi
thl
owv
olat
il
it
y.

HUMANRESOURCES

20
TheBankcont
inuedt
ofocusont
rai
ningi
tsempl
oyees,bot
hon-
t
hej
obaswel
last
hrought
rai
ningpr
ogr
amsconduct
edbyi
nter
nal
andext
ernalf
acul
ty.TheBankhasconsi
stent
ly bel
i
evedt
hat
br
oaderempl
oyeeowner
shi
pofi
tsshar
eshasaposi
ti
vei
mpact
oni
tsper
for
manceand empl
oyeemot
ivat
ion.KCC Bankl
i
sts
‘
peopl
e’asoneofi
tsst
atedcor
eval
ues.TheBankbel
i
evesi
n
empower
ing i
ts empl
oyees and const
ant
ly t
akes v
ari
ous
measur
est
oachi
evet
his.

Management:-
Sh.
JAGDISHSAPIYAHon'
bl
e
Chai
rmanoftheBank

Seni
orbanki
ngpr
ofessi
onal
swi
thsubst
ant
ialexper
iencei
nIndi
a
andabr
oadheadv
ari
ousbusi
nessesandf
unct
ionsandr
epor
tto
t
heManagi
ngDi
rect
or.Gi
vent
hepr
ofessi
onalexper
ti
seoft
he
managementt
eam and t
he ov
eral
lfocus on r
ecr
uit
ing and
r
etai
ningt
hebestt
alenti
nthei
ndust
ry,t
hebankbel
i
evest
hati
ts
peopl
ear
easi
gni
fi
cantcompet
it
ivest
rengt
h.

TECHNOLOGY

KCC BankLt
d.oper
atesi
nahi
ghl
yaut
omat
edenv
ironmenti
n
t
ermsofi
nfor
mat
iont
echnol
ogyandcommuni
cat
ionsy
stems.Al
l
t
hebank'
sbr
ancheshav
eonl
i
neconnect
ivi
ty,whi
chenabl
est
he
bankt
oof
ferspeedyf
undst
ransf
erf
aci
l
iti
est
oit
scust
omer
s.
Mul
ti
-br
anchaccessi
sal
sopr
ovi
dedt
oret
ailcust
omer
sthr
ough
21
 t
hebr
anchnet
wor
kandAut
omat
edTel
l
erMachi
nes(
ATMs)
.The
Bankhasmadesubst
ant
ialef
for
tsandi
nvest
ment
sinacqui
ri
ng
t
he best t
echnol
ogy av
ail
abl
e i
nter
nat
ional
l
y,t
o bui
l
d t
he
i
nfr
ast
ruct
uref
orawor
ldcl
assbank.TheBank'
sbusi
nessi
s
suppor
tedbyscal
abl
eandr
obustsy
stemswhi
chensur
ethatour
cl
i
ent
sal
way
sgett
hef
inestser
vicesweof
fer
.TheBankhas
pr
ior
it
izedi
tsengagementi
ntechnol
ogyandt
hei
nter
netasone
ofi
tskeygoal
sandhasal
readymadesi
gni
fi
cantpr
ogr
essi
nweb-
enabl
i
ngi
tscor
ebusi
nesses.I
neachofi
tsbusi
nesses,t
heBank
hassucceededi
nlev
eragi
ngi
tsmar
ketposi
ti
on,exper
ti
seand
t
echnol
ogyt
ocr
eat
eacompet
it
iveadv
ant
ageandbui
l
dmar
ket
shar
e.
KCCBANKLTD.BUSI
NESSSTRATEGYEMPHASI
ZESTHE
FOLLOWI
NG:

I
ncr
easemar
ketshar
einI
ndi
a’
sexpandi
ngbanki
ngandf
inanci
al
ser
vices i
ndust
ry byf
oll
owi
ngadi
sci
pli
nedgr
owt
hst
rat
egy
f
ocusi
ngonqual
i
tyandnotonquant
it
yanddel
i
ver
inghi
ghqual
i
ty
cust
omerser
vice.Lev
erageourt
echnol
ogypl
atf
orm andopen
scal
eabl
esy
stemst
odel
i
vermor
epr
oduct
stomor
ecust
omer
s
andt
ocont
roloper
ati
ngcost
s.Mai
ntai
ncur
renthi
ghst
andar
ds
f
or asset qual
i
ty t
hrough di
sci
pli
ned cr
edi
t r
isk
management
.Dev
elope i
nnov
ati
ve pr
oduct
s and ser
vices t
hat
at
tr
actt
het
arget
edcust
omer
sandaddr
essi
nef
fi
cienci
esi
nthe

22
I
ndi
anf
inanci
alsect
or.Cont
inuet
odev
eloppr
oduct
sandser
vices
t
hatr
educebank’
scostoff
unds.Focusonhi
ghear
ningsgr
owt
h
wi
thl
owv
olat
il
it
y.

PRODUCTSCOPE:

KCCBankLt
d.of
fer
sabunchofpr
oduct
sandser
vicest
omeet
t
he ev
eryneed oft
he peopl
e.The companycar
es f
orbot
h,
i
ndi
vi
dual
s as wel
l as cor
por
ate and smal
l and medi
um
ent
erpr
ises.Fori
ndi
vi
dual
s,t
hecompanyhasar
angeaccount
s,
i
nvest
ment
,andpensi
onscheme,di
ff
erentt
ypesofl
oansand
car
dst
hatassi
stt
hecust
omer
s.Thecust
omer
scanchooset
he
sui
tabl
eonef
rom ar
angeofpr
oduct
swhi
chwi
l
lsui
tthei
rli
fe-
st
ageandneeds.Foror
gani
zat
ionst
hecompanyhasahostof
cust
omi
zed sol
uti
ons t
hat r
ange f
rom f
unded ser
vices,
23
Nonf
undedser
vices,Val
ueaddi
ti
onser
vices,Mut
ualf
undet
c.
Theseaf
for
dabl
epl
ansapar
tfr
om pr
ovi
dingl
ongt
ermv
aluet
o
t
heempl
oyeeshel
pinenhanci
nggoodwi
l
loft
hecompany
.The
pr
oduct
soft
hecompanyar
ecat
egor
izedi
ntov
ari
oussect
ions
whi
char
easf
oll
ows:

• Account
sanddeposi
ts.
• Loans.
• I
nvest
ment
sandI
nsur
ance.
• For
exandpay
mentser
vices.
• Car
ds.
• Cust
omercent
er

24
 Loans
• Personal Loans
• HomeLoans
• TwoWheel erLoans
• NewCarLoans33333
• UsedCarLoans
• OverdraftagainstCar
• ExpressLoans
• Loanagai nstSecur it
ies
• Loanagai nstPr oper ty
• Commer cialVehi cleFinance
• Wor ki
ngCapi t
al Finance
• ConstructionEqui pmentFinance
B.I
nvest
ment
s&I
nsur
ance
• MutualFunds
• I
nsurance
• Bonds
• Fi
nancialPlanni
ng
• KnowledgeCent r
e
• Equi
ti
es&Der i
vati
ves
• MudraGol dBar

C.For
exSer
vices
• TradeFinance
• Traveler
’sCheques
• ForeignCurr
encyCash
• ForeignCurr
encyDraf
ts
• ForeignCurr
encyChequeDeposi
ts
21
27
D.AccessYourBank-OneVi
ew
• I
nstaAlert
s
• MobileBanki
ng
• ATM
• PhoneBanking
• BranchNetwork

E.Car
ds
• Si
lverCreditCar d
• GoldCreditCar d
• Woman' sGol dCr editCar
d
• Pl
atinum plusCr editCard
• Ti
tanium CreditCar d
• Val
uepl usCr editCar d
• HealthplusCr editCard
• KCCBankI deaSi l
verCard
• KCCBankI deaGol dCar d

1.WHOLESALEBANKI
NGSERVI
CES
• FundedSer v
ices
• NonFundedSer vices
• ValueAddedSer vi
ces
• I
nternetBanking
• Cleari
ngSub-Member shi
p
• RTGS–submember ship
• FundTr ansf
er

22
 • ATM Ti e-ups
• Co rporat eSalarya/c
• T axCol lection
• F i
nanci alInstit
uti
ons
• Mu t ualFunds
• S tockBr oker s
• Insur anceCompani es
2.NRIBANKI NGSERVI CES
• R upeeSav inga/ c
• R upeeCur renta/c
• R upeeFi xedDeposi t
s
• F or eignCur r
encyDeposi
ts
• Ac count sf orReturni
ngI
ndi
ans
• Pa ymentSer v
ices
• Ne tSaf e
• B il
l Pay
• Inst aPay
• Di rectPay
• Vi saMoney
• On li
neDonat i
on
• R emi tt
ances

QUALI
TYPOLI
CY

SECURITY:Thebankpr
ovi
deslongt
ermfinanci
alsecuri
tyt
o
thei
rpol
icy
.Thebankdoesthi
sbyoff
eri
nglifei
nsuranceand
pensi
onproduct
s.

TRUST:Thebankappreci
atesthetr
ustpl
acedbythei
rpol
i
cy
hol
dersi
nthebank.Hence,itwil
lai
mtomanagetheir
i
nvest
mentsverycar
efull
yandl i
veuptot
histr
ust
.

29
 I
NNOVATION:Recogni
zingthedif
ferentneedsofourcustomers,t
he
bankof
fer
sarangeofinnov
ativ
epr oductstomeettheseneeds.
SWOTANALYSI
S
STRENGTH

1.Thebi
ggestst
rengt
hofBanki
sDi
rectBanki
ngchannel
s.As
Directbankingchannelssavestimeandmoneybot hasa
customerdoes notneed t o go to bank f
orany kind of
tr
ansacti
on exceptcash withdr
awaland cash deposi
ts al
l
otherthi
ngsaredonesi t
ti
nganywher
ei nthewor
ld.
2.Allservi
cesorpr oductsofKCC Bankar eavai
l
ablethrough
dir
ectbankingchannels.
3.Fr
eeATM,NetBanki
ng,Mobi
l
eBanki
ng,PhoneBanki
ngand
24hour
sser
vices.
4.Ver
yeasyt
oaccessanduse.
5.Ahi
ghl
yper
sonal
i
zedser
vicespr
ovi
dedbyt
hebank.
6.KCC’
sDi
rectBanki
ngchannel
spr
ovi
der
ealt
imeandaccur
ate
i
nfor
mat
ion.

WEAKNESS:

1.Unawar
enessaboutal
lDi
rectBanki
ngChannel
sduet
o
l
essadv ert
isement
.
2.Otherpri
vatebankshavestar
teddi
rectbanki
ngchannel
s
i
tmayputsomecompet i
ti
ontoKCCBanki nnearf
utur
e.
3.Resist
ancetoChange.
4.Oneshoul
dhav
etheknowl
edgeoft
heoper
ati
onsoft
he
comput
ersandofcour
set
heI
nter
net
.

THREATS 1.Cent
ral
i
zedbanki
ngmakeseasyf
orKCC Bankt
o
31
 provi
deservi
cestocust
omers.
2.Hugemarketofshar
ehol
der
s.

1.Vul
ner
abl
etor
eact
iveat
tackbycompet
it
ors.
2.At
tacksofwebhacker
s.
3.Lackof i
nfr
ast
ruct
ure i
n r
ural ar
eas coul
d const
rai
n
i
nvest
ment.
4.Hi
ghv
olume/l
owcostmar
keti
sint
ensel
ycompet
it
ive.

32
 REVI
EW
OF
LI
TERATURE

33
Var
iousexami
nat
ionsdi
rect
edandnumer
ousr
ecommendat
ionswer
elookedt
oacqui
re

adequacyt
hewor
kingandt
asksofmoneyr
elat
edest
abl
i
shment
s.

Nar
simham Boar
d (
1991) under
scor
ed on capi
tal suf
fi
ciency and l
i
qui
dit
y,

PadamanabhanAdv
isor
ygr
oup(
1995)pr
oposedCAMELr
ati
ng(
aspr
opor
ti
ons)t
o

assessbudget
aryandoper
ati
onalpr
oduct
ivi
ty,
Tar
apor
eCounci
l(1997)di
scussedNon

-
per
for
mingr
esour
cesandr
esour
cequal
i
ty,
KannanPanel(
1998)opi
nedaboutwor
king

capi
talandl
oani
ngst
rat
egi
es,Baselcounci
l(1998andov
erhaul
edi
n2001)pr
escr
ibed

capi
tal
ampl
enessst
andar
dsandhazar
dadmi
nist
rat
ionmeasur
es.

KapoorBoar
doft
rust
ees(
1998)suggest
edf
orcr
edi
tconv
eyancef
ramewor
kandcr
edi
t

cer
ti
fi
cat
ion and Ver
ma Adv
isor
y gr
oup (
1999) pr
escr
ibed sev
en par
amet
ers

(
propor
ti
ons)t
ojudgemoneyr
elat
edexecut
ionandaf
ewdi
ff
erentcounci
l
sconst
it
uted

byHol
dBankofI
ndi
atogetchangest
hemanagi
nganaccountsegmentbyunder
li
ning

ont
hechangei
nthebudget
arywel
l
bei
ngoft
hebanks.Speci
ali
stspr
oposeddi
ff
erent

dev
icesandst
rat
egi
esf
orsuccessf
uli
nvest
igat
ionandunder
standi
ngoft
hemoney

r
elat
edandoper
ati
onal
par
tsoft
hemonet
aryest
abl
i
shment
spar
ti
cul
arl
ybanks.

ROLEOFBANKI
NG

Co-
opBankspl
aysav
eryi
mpor
tantr
olei
nIndi
aduet
odi
sti
nct
ivechar
act
erof

bank. Thesebanks,gi
veadmi
nist
rat
iont
othei
rcl
i
entatal
owercostand
34
admi
nist
rat
ionwi
thoutabuseofi
t'
scl
i
ent
.Ithaspi
ckedupi
tssi
gni
fi
canceby

t
hedut
iesr
elegat
edt
othem andt
hedesi
rest
heyshoul
dsat
isf
y,t
hei
rnumber
,

andt
hequant
it
yofwor
kpl
aces,
theywor
k.

I
npr
ovi
nci
alt
err
it
ori
es,
ast
hef
armi
ngandr
elat
edexer
cisesar
econcer
ned,
the

cr
edi
tsuppl
ywasl
acki
ngandcashmoney
lender
swoul
dmi
suset
hedest
it
ute

i
ndi
vi
dual
sinr
ust
iczonesgi
vi
ngt
hem adv
ancesathi
gherr
ates.I
nthi
sway
,

Coagentbanksact
ivat
est
oresandf
urni
shagr
ari
anandcount
rycr
edi
twi
tha

mor
eext
ensi
veef
for
tandgi
vei
nst
it
uti
onal
credi
ttot
heagr
icul
tur
ist
s.These

bankgi
vei
nst
rumentt
odi
ff
erenti
mpr
ovementpl
ans,
especi
all
ysponsor
shi
p

basedpl
ansf
orpoor
.

Agr
icul
tur
albasedact
ivi
ti
esl
argel
yfi
nancedbyCo-
oper
ati
vebanksi
nrur
alar
eas

ar
easbel
ow:

·Far
ming

·Per
sonal
finance

·Mi
l
k

·Hat
cher
y

·Cat
tl
e

Ur
banar
easf
inanci
ngact
ivi
ti
esbyt e:
hesebanksar

35
Sel
f-
busi
ness

Smal
lscal
eindust
ri
es

Homef
unds

NEED,SCOPE&
RESEARCH
METHODOLOG
RESEARCHMETHODOLOGY

I
ntr
oduct
ionandmeani
ng

Research methodol
ogy is way t o systematical
ly solv
et he
resear
ch problem.The r esearch methodology incl
udes t he
vari
ousmet hodsandt echniquesforconducti
ngar esearch.D.
Sali
ngerand M.St ephenson inthe encyclopedia ofsoci al
36
sci
encesdefineresear
chas“ themanipulat
ion thi
ngs,concepts
orver
ifyknowledge,whethert
hatknowledgeaidsinconstr
uction
oft
heoryorinthepracti
ceofanart”
Researchisacar eulinvesti
gati
onori nqui
ryespeci al
lythr
ough
searchfornew factsinbr anchofknowl edge:mar ketresearch
specif
iesinf
ormati
on.Requi r
edtoaddr esstheseissues:designs
themet hodforcoll
ectinginfor
mat i
on:manageandi mpl
ement s
the dat a coll
ecti
ng pr ocess anal yses t he result
s and
communi cat
esthefindi
ngandt heiri
mpl i
cat
ions.

RESEARCHOBJECTI
VESANDSCOPEOF

RESEARCH
PROJECTPROBLEM DEFI
NATI
ON:

Per
sonalBankerwer
ewi
thgoodbackgr
oundhumanbei
ngand
t
hrough r
igor
ous pr
ocess ofr
ecr
uit
mentbutst
il
lnotabl
eto
per
for
m upt
otheexpect
ati
onl
evelofcompany
,HRi
snotabl
eto

37
sor
toutt
hepr
obl
em whyt
heper
for
mancei
snotcomi
ngev
en
af
tergi
vi
ngt
hef
ullmar
ket
ingandoper
ati
onalsuppor
t.Sot
her
eis
needt
ost
udyt
hecust
omer
sper
cept
ionandat
ti
tudet
owar
dst
he
v
ari
ouspr
oduct
sandser
vicespr
ovi
dedbyt
hebank.

RESEARCH:-I
tmeanssear
chf
orf
act
s,answer
stoquest
ionsand
sol
uti
onstopr
obl
ems.

RESEARCHDESI
GN:

Resear
ch desi
gn const
it
utes t
he bl
ue pr
intf
ort
he col
l
ect
ion,
measur
ementandanal
ysi
sofdat
a.Thepr
esentst
udyseekst
o
i
dent
if
ytheper
cept
ionofconsumer
sonKCCBanki
nKangr
a.The
r
esear
chdesi
gni
sexpl
orat
oryi
nnat
ure.Ther
esear
chhasbeen
conduct
ed on user
s wi
thi
n Kangr
a.Fort
he sel
ect
ion oft
he
sampl
e,conv
eni
entsampl
i
ng met
hod was adopt
ed and an
at
tempthasbeenmadet
oincl
udeal
ltheagegr
oupsandgender
wi
thi
ndi
ff
erentoccupat
ion.

Ty
peofResear
ch

Thepr
esentst
udywi
l
ladoptt
heexpl
orat
oryappr
oachwher
ein,
t
her
eisaneedt
ogat
herl
argeamountofi
nfor
mat
ionbef
ore
maki
ngaconcl
usi
on.
38
DEVELOPI
NGTHERESEARCHPLAN:
Thedat
afort
hisr
esear
chpr
ojecthasbeencol
l
ect
edt
hroughsel
f
Admi
nist
rat
ion.Duet
oti
mel
i
mit
ati
onandot
herconst
rai
ntsdi
rect
per
sonal
int
erv
iewmet
hodi
sused.Ast
ruct
uredquest
ionnai
rewas
f
ramedasi
tisl
esst
imeconsumi
ng,
gener
atesspeci
fi
candt
othe
poi
nti
nfor
mat
ion,
easi
ert
otabul
ateandi
nter
pret
.Mor
eov
er
r
espondent
spr
efert
ogi
vedi
rectanswer
s.
SAMPLI
NGPLAN:Si
ncei
tisnotpossi
blet
ost
udywhol
euni
ver
se,
i
tbecomesnecessar
ytot
akesampl
efr
om t
heuni
ver
set
oknow
abouti
tschar
act
eri
sti
cs.
Sampl
i
ngUni
ts:
Dif
fer
entpr
ofessi
onal
s.Char
ter
edAccount
ant
s,
TaxConsul
tant
s,Lawy
ers,
Busi
nessMan,
Prof
essi
onal
sand
St
udent
sofKangr
a.

• Sampl
eTechni
que:
Random Sampl
i
ng.
• Cont
actMet
hod:
Per
sonal
Int
erv
iew.

SAMPLE SI
ZE: My sampl
e si
ze f
or t
his pr
oject was 50
r
espondent
s.Si
nce i
twas notpossi
blet
o cov
ert
he whol
e
uni
ver
sei
ntheav
ail
abl
eti
meper
iod,i
twasnecessar
yformet
o
t
akeasampl
esi
zeof50r
espondent
s.

DATACOLLECTI
ONI
NSTRUMENTDEVELOPMENT:Themodeof

39
col
l
ect
ion ofdat
awi
l
lbebased on Sur
veyMet
hod and Fi
eld
Act
ivi
ty.Pr
imar
ydat
acol
l
ect
ionwi
l
lbaseonper
sonali
nter
view.I
hav
epr
epar
edt
hequest
ionnai
reaccor
dingt
othenecessi
tyoft
he
dat
atobecol
l
ect
ed.

OBJECTI
VE
OFSTUDY

40
 OBJECTI
VESOFTHESTUDY

Theobj
ect
ivebehi
ndt
heconduct
ingpr
ojectexer
cisewast
oget

usef
uli
nsi
ghtaboutt
hebanki
ng sect
or.Ihav
epr
epar
ed t
his

r
epor
twi
thsomespeci
fi
cobj
ect
ives.Thepr
imar
yobj
ect
iveofour

st
udyi
stoanal
yzet
heef
fi
ci
encyandef
fect
ivenessbyt
hekcc

bank.Theobj
ect
iveofourst
udyi
sasunder
:
41
 PRI
MARYOBJECTI
VES:

.
Tost
udyt
hecust
omer
sper
cept
ionaboutKCCBank.
.
Tomeasur
etheawar
enessl
evel
ofpeopl
eregar
ding
di
rectbanki
ngchannel
s,pr
oduct
sof
fer
edbyKCC
bank.
.
Tost
udybr
andi
mageoft
hebank.
.
Toi
ncr
easet
hebusi
nessoft
hebank.

SECONDARYOBJECTI
VES:
.
Toev
aluat
etheov
eral
lsat
isf
act
ionl
evel
ofcust
omer
s
r
egar
dingser
vicesandpr
oduct
sof
fer
edbyt
hebank.
.
Toacqui
renewcust
omerbyconvi
ncingthem andtopromot
e
t
hebenef
it
sof t hosewhi
chareprovidedbythebank.
.
Tof
indt
hedi
ff
erentwayofconv
inci
ngcust
omer
s.
.
Toassesst
hecust
omercont
ri
but
iont
owar
dst
hegr
owt
h
oft
hebank(
int
ermsofr
ecommendat
ionsf
orchanges
andi
mpr
ovement
s).
.
Todet
ermi
net
heneedandpur
poseofaper
sonal
banker

42
Objecti
ve/Pur
poseofKi
san
CreditCar
dScheme
1.Transacti
on costt othe banks isr educed 2.
Reduct
ionintheworkLoadofruralbranches
3.Incr
easeinbanks'busi
ness
4.Simpli
fi
cati
onofdocumentat i
on
5.Noneedf orrepeat
edappraisalandprocessingof
loanpapers
6.Quick&easydisbursementprocedure
7.Busi
nessr
eachget
simpr
oved
8.I
mprovedrecycl
ingoffunds
9.Bet
terr
elat
ionshipswi
thcustomer
s.

I
-Oansandadv ancesshal
lbenormall
yfundedfrom cust
omers•
deposit
sofaper manent nat ur
e.andnotoutofshor t
-t
erm
temporaryfundsofbor r
owingsfrom otherbanksort hr
ough
short
-t
erm moneymar ketoper
ati
ons

Theaggr egateoutstandingloansandadv ances(excludi

hg
loans adv ances cov er
ed hy speci fi
c count er fi
nance
arrangement )shalldispersed accor
ding tot he fol
l
ow
guideli
nes( subj
ectt oitem abov ewher ebyofl endi
ngt o
smal lj
ndustrysect
or

Spr
eads ov
ercostfunds on loans and adv
ances and
commissi
onsandf
eesonothert
ransact
ions

shoul
dbe Wit
hlher at
ingofthebor
rower
,quul
i
1Yor
r
ikkandt
hepr
evai
l
ingmar
ketconditi
ons-

43
 Credi
tri
skevaluat
ionwil
lincludeanaccur ateapprai
salOfri
skin
anycredi
texposureishi ghlymat terinvo!
vtng and
qual
it
ati
vejudgments,
Thef inancialstat
ement soft
heborrower
donotalwaysprovi
deacompl et
epi ct
ureoftheborrower

CASHDEPARTMENT
Cashi st hemostv olati
l
eandl iqui
dCur r
entAssetofBank' s
BalanceSheetand such i tdemandsspeci alat t
ention of
Effi
cientManagement .CashDepartmentplay
s paramountr ole
i
ncr eatinggoodper cepti
onamongt he-
customersaboutt he
servi
cesofabank.Cashi n-
charge.i
deall
yaseniorleveloff
icer
with di r
ect experi
ence i n cash management shal l be
responsiblei
nperfor
mi nggoodcashmanagement ,goodCash
Managementconst it
utesthefol
lowing

Recei
ptofCash
Befor
er eceivi
ngcashf rom deposi torsinPay -
in-Sl
ip/Cr edi
t
Vouchertheconcer nedcashof fici
al(s)shall
;
Ver i
fy/checkt he(a)Titl
eofAccount ,(b)A/ CNumber ,(
c)
Amounti nWor dsandFi gures.( d)Bat e,etc.wr i
tt
enPayi n
Sli
p/Cr editVouchersWi thther ecordsofcomput erprogr
am
andshal l
satisf
yont heircorrectnessandgenui neness.
2.Carefull
ycheekandCountt heCur rencyNotes
3.Wr i
tedowndenomi nation
4.Affi
xCashRecei vedstamp
5.Makeentryofparti
cular
softheCashReceived
6.Veri
fyent
riesIparti
cular
sofPay -i
n-Sl
i
pCr edi
tVoucher
wit
hthoseoft hesheetRecei
vi
ngRegist
er
7.KeepCashintheDrawerofCashCount
erunderl
ockandkey
(wi
thi
nCount
erl
i
mit
)dur
ingt
ransact
ionhot
lr
s.

CREDI
TDEPARTMENT
Funct
ionsoCredi
iAdmi
nist
rati
onDepar
tment

44
Basi
cpr
inci
plesofLoans&Adv
ances:

•AggregateloansandadvancesshlillexceedtheBank•snet
wor
thorOf

•customersdepositwhicheverislower(excludingloansand
adv
ancescov
eredbyspeci
fi
ccount
er•
fi
nancear
rangement
s).

•WithintheaggregatelimtlofloansandadvancesasinIabove
ofl
endi
ngwil
lbcsmal lindust
rysect ori
naccor dancewith
prescri
bednor
msoi lhegov ernmentt heCentralBanki nter
ms
Oft hebanksobjectivesWi thtot hecommer cialsectorNo
term loans wil
l be appl oved t he commer cval sector
,
Excepti
ons wi
llbe r are and willr equir
e approvalOft he
Executi
vecommittee.

•Alllendingwillbeadequatelysecuredwithacceptablesecurity
and margi
n requwent
ent as l
aid down by t
he Head
oi
lmeeer
edi
tcommitt
ee.

•Thebankshallnotincuranyuncoveredforeignexchange
r
isk(
cur
rencyexposur
e)i
nthel
endi
ngoff
unds.

•The Bankshallnotincuranyriskofexposure in respect

ofnnmatched rat
es ofInter
estoff undi
ng ofl oans and
advancesbeyondofoutst
andingl
oansandAdvances

45
 •End.Useofworkingcapitalfacilitieswillcloselymonitored
toensurel
endi
ngusedf
ort
hepur
posef
orwhi
cht
heywer
e
advanced,

•CountryinloansandadvancesWillheaccuratelyidentified
andshallbeWi t
hinthecount
r yl
imi
tsi
fanyapprovedf ort
he
bank.Thesamet reat
mentwillbegi
ventocount
rynskansing
outofconti
ngentli
abi
li
ti
esrel
atmgtoLet
ter
sofcreditand
Duti
es&Responsi
bil
i
tiesofaCust
omerSer
vice
Represent
ati
ve

A cust omer seni ce inter

act
s wi th a company •
s
customer sto
provi
det hem widinfor
mationtoaddressinqui
ri
esr egar
dingproduct
s
andsen• i
ces.Inadditi
on.t
heydeal wi
thandhelpr esoneany
customercompl aintsFori
nstance.acustomerrepresent
ati
v emay
assi
sy oui nopenmganaccountorhel pyoutoresolaproblem i
fyou
cannotaccessy ourCUSTOMERSERVI CEDEPARTMENT
Customerser vicei sani mpottant
.butbr oadconcepti nthe
banking i ndust r
y.I n essence; hanks ar e servi
ce-based
businesses.somostol 'theiractivi
ti
esinvol v
eelement sof
servi
ce.WI I
iI
et heydo sel lbanki
ng and f i
nancialproduct
s•
thereis of t
en l it
tl
et angibl
e productv ar
iation among thei
r
offer
ingsCust omerser vicemanager sgener all
ydealdi r
ectl
y
withservicei ssues,butsev eralothercommonbanki ngJobs
i
nv ol
veser vi
ce.

Tel
l
er
Anc»
li
enunderappreci
atedelementofabank'
sser v
iceisthel
ev el
offl
i
endli
ness and helpful
ness off
ered by fr
ontline ser
vice
empl
oyees.Tel
let
sessential
lyserveasthe"face"ofIll
ebankt o
46
 regularcust omers.They
't
et heonesvi
sitor
stypical
l
yi nteractwit
h
formut inc checki
ng and savings t
ransact
ions.Thus,ser v
ice-
oriented.helpful
peoplei
nt heserol
es
greatly affects a bank's customer servi
ce perfotujunce and
reputatiotv
Per
sonal
Banker
s
For customer s wi th morei nvolvi
ng banki
ng needs.personal
bankersusual lyent erthe pi
cture.Bunkersgeneral
lymeetwi th
ct1Stonwrsi nt
erestedinsetti
ngupnew necount sorgetti
ngmor e
i
nf or
mat i
ononbanki ngproducts.TheyalsohandlemanyOft he
i
ssuesOfpr oblemscust omershav e,
suchasunexpectedhankfees
ort ransacti
on er r
ors.Banks do onen hav e customerser vi
ce
nunngerst hatstepi nt vdealwi t
hthemostsi gni
fi
cantcustomer
servi
ceconcet ns.

Loans
The l
oon Otf i
nance side bankshasit
sown custometservi
ce
si
tuat
ionsandprocessesas
wit
h appli
cat
ions.Dur i
ng nud the l
oan appr
ovalpr
ocess.
member
s of
a banks l
oan di
vi
si
on communi
cat
e wi
tht
he
cust
orneraboutany paper
wor
krequi
remeut
s€ They al
so
updht
eThem ont
hei
rloanst
atus.Loanof
fi
cer
sandser
vtce
empl
oyeesul
so f
iel
dloanpay
mentand ser
vici
ng quest
ions
f
rom exi
sti
ngl
oancust
omer
s.
Self
-Servi
ceIronical
ly
.onear eainwhi chbank• ustotnerserv
iceis
assessedisi ni
tsprovisionofself
-servicebunkingtoolsIntheearly
2IStcentury.customer sareoft
enmor eeoncc•medwi thbanking
eff
ici
encythanI bepersonalir
edin-branchexpenence, Online
bankingtools.i
ncludi
ngt heabil
it
yt omov emoneybet ween
accountsandt opaybi l
lsonli
ne.
examples,ATMS mobi le hanksOf t
en
cust
omer slookingforself
-serviceopportunit
ies
47
2.COMMERCE&MANAGEMENT
Branches spr ead t hrough the stat e ofHi machalPr adesh.
Therear e85br anchesofal lbankswhi char eser v:
ngint he
urbanar easoft hest ate.250br anchesar eser vinginthesemi
urbanar easand1331br anchesar eser vi
ngi nt heruralareas
ofthest ate.Inor dert otutf
ilthedemandofl ongt erm credit.
theHi machalPr adeshst atecooper ati
v eagr icultur
eandr ur al
developmentbankpl ayinimpor tantr oe.Ont heot herhand,
Kangrapr i
mar ycooper ati
veagr i
cultureandr uraldev el
opment
bankwhi chisl ocatedi nDhar amshal apr ovidesmedi um and
l
ong t erm f inancialassi stance foragr i
cultur e and all
ied
acti
viti
esWi t
hi t
s16br anchesi n3Di stt'
snamel yKangra,Una,
Hami rpur.Therear e
5ur
banco-
oper
ati
vebankseat
ingt
othecr
edi
tneedst
o
t
hei
rmember
sint
heur
banar
easofHi
machal
Pradesh,
Asf orasther uralshortt
erm credi
tco-operati
vesar e
concertedtherei sanapexst atecooperat
ivebankand2di st
.
centralcooperativebanksfinanci
ngintheconcemed
distr
ict
soft heirfuncti
oningareas.TheHimachal Pradesh
stateco-operativebankistheapexbankwhi chalso
dischargesitsco-operati
veroleasdistr
ictcentralco-
operati
v ebanki n6Di t
ti
es.
Shi
mla,
Kinnaur
,andSi
rmourr
espect
ivel
y-

Whati
sPersonal
Acci
dent
I
nsur
anceScheme(PAI
S)for
KCCHolder
s?
PersonalAcci
dentInsuranceScheme(PAIS)
i
sanacci dentinsuranceschemeespecial
ly
designedforKCChol der
s.NABARDhas,i n
48
consultat
ion witht he representat
ives of
i
nsur ancecompanies,bankersandGov t
.of
I
ndia, f i
nali
sed t he Per sonal Accident
Insurance
Scheme f or KCC hol ders, for unifor
m
i
mpl ement at
ion by banks throughoutt he
count r
y.I
twasi ntr
oducedon14June2001.
Itcoversri
skofKCChol dersagai nst
:

•Deat
h(or
)
•Per
manentDi
sabi
l
ity
Death( withi
n12mont hsoftheaccident
)
or per manent disabili
ty shoul
d be
resulti
ng f rom accidents caused by
external,
viol
entandvisibl
emeans.
I
tgi v
esf oll
owingri
skcov er
s:

1.
Deathduetoacci dent(
within12mont hsof
theacci
dent)causedbyout war
d, v
iol
ent
andvisi
ble means: Rs50,000
2.
Permanenttotaldisabi
l
ity
: Rs.
50,OOO

49
50
CONCLUSI
ONS
AND

51
RECOMENDATI
O
N

CONCLUSI
ONSANDRECOMENDATI
ON

KCCBank,t
hebanki
ngar
m ofKCCi
sexpect
edt
ogoonst
ream.The
bank al
ready has good numberofempl
oyees on boar
d and i
s
r
ecr
uit
ingper
sonalbankerheav
il
ytot
aket
heheadcountt
omany
mor
e.I
tis on t
he br
im ofi
ncr
easi
ng i
ts cust
omer
sthr
ough i
ts
at
tract
iveschemesandof
fer
.

Thepr
ojectoppor
tuni
ti
espr
ovi
dedwasmar
ketsegment
ati
onand
52
t
o know t
heper
cept
ionofpr
ospect
ivecust
omer
sinpot
ent
ial
geogr
aphi
call
ocat
ion and conv
inci
ng t
hem t
o at
tractmor
e
cust
omer
ssot
hatnewbusi
nessoppor
tuni
ti
esoft
hebankcanbe
expl
ored.Thr
ought
hispr
oject
,itcoul
dbeconcl
udedt
hatpeopl
e
ar
enotmuchawar
eaboutt
hev
ari
ouspr
oduct
soft
hebankand
manyoft
hem noti
nter
est
edt
oopenanaccount
,toi
nvestmoney
atal
l
.Maj
ori
tyofpeopl
ehav
emor
efai
thi
npubl
i
csect
orbanksas
compar
etopr
ivat
ebanks.Pr
ofessi
onal
sandbusi
nessmanar
e
mor
eat
tract
edt
owar
dst
hepr
oduct
sandser
vicespr
ovi
dedbyt
he
KCC bank as compar
eto peopl
ein ser
vices and st
udent
s.
Ser
viceswasconsi
der
edasunsoughtgoodwhi
chr
equi
rehar
d
cor
e sel
l
ing,buti
n changi
ng t
rend i
nincome and peopl
e
becomi
ngf
inanci
all
yli
ter
ate,t
hedemandf
orbanki
ngsect
ori
s
i
ncr
easi
ngdaybyday
.
So,
atl
astt
heconcl
usi
oni
sthatt
her
eist
oughcompet
it
ionahead
f
ort
hecompanyf
rom i
tsmaj
orcompet
it
orsi
nthebanki
ngsect
or.
Lastbutnott
hel
eastIwoul
dli
ket
othankKCCBankf
orgi
vi
ngme
anoppor
tuni
tyt
owor
kint
hef
iel
dofMar
ket
ingandOper
ati
on.I
hopet
hecompanyf
indsmyanal
ysi
srel
evant
.

53
 RECOMMENDATI
ON

Fi
nal
l
ysomer
ecommendat
ionsf
ort
hecompanyar
easf
oll
ows:
-

• To makepeopl
eawar
eaboutt
hebenef
itofbecomi
nga
54
 cust
omer
ofKCCBank,
fol
l
owi
ngact
ivi
ti
esofadv
ert
isementshoul
dbe
donet
hrough

1.Pr
intMedi
a. 2.Hoar
ding&Banner
s.
3.Stal
lsinTradeFares4.Di
str
ibut
ion ofl
eaf
let
s cont
aini
ng
detai
lsinf
ormation.

Ot
herf
aci
l
iti
esmustbepr
ovi
det
othecust
omer
:
• Thebankshouldpr
ovi
del
ifeti
mev al
idATM car
dtoalli
ts
cust
omers.
• Mini
mum balancef
orsav
ingsaccountshoul
dbereduced
f
rom Rs 5000 t
o Rs 1000,so t
hatpeopl
e who ar
e not
f
inanci
all
y st
rong enough can mai
ntai
n t
hei
r account
55
 pr
oper
ly.
• The company should pr
ovide a pass book t
o alli
ts
customers.
• Makepeopl eunder
standaboutthevari
ousbenefi
tsofi
ts
product
s.
• Companyshoul
dor
gani
zet
hepr
ogr
am i
nthesoci
ety
,sot
hat
peopl
e wi
l
lbe awar
e aboutt
he company and di
ff
erent
pr
oduct
soft
hebank.
• Companyshoul
dopenmor
ebr
anchesi
ndi
ff
erentci
ty.

56
57
58