SUMMER TRAINING REPORT

ON

“A STUDY ON CUSTOMER SATISFACTION”

AT

“PUNJAB AND SIND BANK”

Submitted to Maharishi Dayanand University, Rohtak in the partial fulfilment for

the award of Degree of
Bachelor in Business Administration (Computer Aided Management)

Session (2021-2024)

SUBMITTED TO:- SUBMITTED BY:-

The Controller of Examination. Prashant Sharma
M.D. University, Rohtak BBA(CAM),5th sem
Registration no.:- 2111031341

D.A.V INSTITUTE OF MANAGEMENT

N.H- 3, FARIDABAD – 121001 (HARYANA)

 CERTIFICATE OF INTERNSHIP

Date: 10.06.2023

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. Prashant sharma from DAV Institute of Management, DAVIM, has successfully

completed his internship from (June 10, 2023 - July 31, 2023) with Punjab and sind bank.

During this internship, Prashant sharma demonstrated a strong commitment to learning and development,

contributing significantly to our training initiatives. They exhibited dedication,

professionalism, and a strong work ethic throughout their tenure with our organization.

He was very much interested to learn about the training and development technique and how to manage

development process of the employees , how the HR department contribute in company growth. he was

willing to put his best efforts and get in to the depth of the subject to understand it better.

His association with us was very fruitful and we wish her all the best in his future:

Best Regards,

Manager –Human Resource Dpt Punjab and Sind Bank

 DECLARATION

I PRASHANT, Registration no. 2111031341 student of BBA(CAM) 5TH Semester (2021-2024)

at D.A.V. Institute Of Management, Nit Faridabad hereby declare that , this training report under

the PUNJAB AND SIND BANK is the record of my original work under the guidance.

( PRASHANT )
 ACKNOWLEDGEMENT

The success and final outcomes of this Training required a lot of guidance and assistance from

many people and I am extremely to have got this all along the completion of my Training . All

that I have done is only due to such supervision and assistance and I would not forget to thank

them .

I would like to express my gratitude to Mrs. NEHA SHARMA, my faculty guide for her kind

mentorship and guidance in assisting me with my final Training . Her academics inputs provided

me with insights that were invaluable for completing this Training.

I owe my deep gratitude to our Training guide at PUNJAB AND SIND BANK association who

took keen interest on our Training work and guided us all along, till the completion of our

Training work by providing all necessary information for developing a good system.

PRASHANT
 PREFACE

As a part of the BBA(CAM) curriculum and to gain practical knowledge in the field of

BANKING, I have made a project report on “A STUDY ON CUSTOMER SATISFACTION IN

PUNJAB AND SIND BANK “. The basic objective behind doing this project report is to get

knowledge of accounting and various tools of accounting.

In this project report I have included retail banking, regulation of retail banking, future,

opportunities, and challenges.

The successful completion of this project was a unique experience for me, and I achieved a

better knowledge about the A STUDY ON CUSTOMER SATISFACTION IN PUNJAB AND

SIND BANK. The experience which I got by doing this project was essential to my future.
 TABLE OF CONTENTS
SR. NO. PARTICULARS PAGE NO.

1 Title Page I
2 Certificate II
3 Preface III
4 Acknowledgement IV
5 Declaration V
6 Executive Summary VI-VII
7 CHAPTER I 1-36
• Introduction 2-15
▪ Profile of the organization
▪ SWOT analysis
• Objectives and Scope 16
• Review of Literature 17-33
• Research Methodology 34-15
• Limitations 36
8 CHAPTER II 37-49
• Analysis and Interpretation of Data 38-49
9 CHAPTER III 50-53
• Findings 51
• Suggestions and Recommendations 52
• Conclusion 53
10 CHAPTER IV 54-57
• Bibliography 55
• Annexure 56-57

VIII
 CHAPTER - I
INTRODUCTION

1
 INTRODUCTION

Customer satisfaction refers to how well you, as a product or service provider, fulfil the needs and
expectations of your customers. This applies to any interactions before and after the sale as well as
during it. The following customer satisfaction definition comes from Cambridge Dictionary:

“A measure of how happy customers feel when they do business with a company.”

Seems simple enough, right? But the problem comes down to measuring customer satisfaction. It’s not
enough to assume that a customer is satisfied because they leave with a smile on their face and don’t
complain about you online. Some people might just be polite.

How can you measure customer satisfaction?

The fact that the above definition uses the word “measure” highlights the importance of measuring
customer satisfaction empirically. This is typically done using customer satisfaction surveys to gather
your customers’ opinions on the different aspects of your service. You can also factor in other metrics
like customer retention and loyalty to make assumptions about customer satisfaction.

By measuring customer satisfaction in this way, you can identify your weaknesses and figure out how
to improve your service in order to increase customer satisfaction levels.

Why is customer satisfaction so important?

It’s much easier to forget about a customer as soon as they leave your store or click away from your
website. So why should we take the time to follow up with our customers and focus on their
satisfaction levels? Here are some of the key reasons why measuring customer satisfaction and striving
to improve it are so important.

Maximize customer lifetime value

Many businesses underestimate the cost of acquiring a new customer. It is much more cost-effective to
invest in retaining existing customers rather than constantly chasing new ones. If you focus on
customer satisfaction, then those that buy from you are much more likely to buy from you again.

2
This increases the lifetime value of that customer, i.e., the amount they spend with you over their
entire lifetime. When customers keep coming back to buy from you, your return on investment from
their customer acquisition cost increases. The bottom line is: satisfied customers are more loyal and
loyal customers are more profitable for your business.

Minimize customer churn

Customer churn refers to those customers that stop buying from you, whether that’s after their first
purchase or after several years of being a loyal customer. Customer churn can be very costly for your
business because it means you need to go back to focusing on getting new customers. As mentioned
above, a satisfied customer is more likely to remain loyal, therefore decreasing customer churn.

Positive brand exposure

Word of mouth is important to any business. Disgruntled customers will go online and complain about
your business or its products, they’ll write negative reviews, and they’ll recommend your competitors
over you. By improving your customer satisfaction, you not only avoid this, but you also benefit from
positive word of mouth. Satisfied customers will recommend you to friends and family, talk positively
about you online, and, hopefully, write positive reviews on places like Google, Facebook, and Yelp.

Increase revenue

All businesses want to increase their revenue and grow their business, but they might not always have
the resources to invest in actively growing it. Once you’ve got your customer satisfaction strategy
right, it becomes an effective way to grow your business and its revenue passively.

While you focus on improving other areas of your business, satisfied customers keep coming back to
buy from you and they keep recommending you to their peers or writing positive reviews online. This
keeps a steady and, hopefully, increasing revenue stream coming in without you having to constantly
work on it. Of course, customer satisfaction is something you should review on a regular basis to
ensure you’re still hitting the nail on the head.

3
 PROFILE OF THE ORGANISATION

PUNJAB AND SIND BANK

INTRODUCTION
Punjab and Sind Bank was incorporated on June 24, 1908 with the name The Punjab and Sind Bank
Ltd in Amritsar, Punjab. The Bank was established by Bhai Vir Singh, Sir Sunder Singh Majitha and
Sardar Tarlochan Singh. The Bank was founded on the principle of social commitment to help the
weaker section of the society in their economic endeavors to raise their standard of life.

It was in the year 1908, when a humble idea to uplift the poorest of poor of the land culminated in the
birth of Punjab & Sind Bank with the far-sighted vision of luminaries like Bhai Vir Singh, Sir Sunder
Singh Majitha and Sardar Tarlochan Singh. They enjoyed the highest respect with the people of
Punjab.The bank was founded on the principle of social commitment to help the weaker section of the
society in their economic endeavours to raise their standard of life.

The Bank made special tie-up arrangements for Non Life insurance business with Bajaj Allianz
General Insurance Company and Life Insurance business arrangements with Aviva Life Insurance
4
Company India Pvt Ltd for providing their valued customers all the insurance related services under
one roof.

In the annual Business Today-KPMG survey of Best Banks in India 2008, the Bank was ranked
number one in the list of Small Sized Best Banks in India. In June 24, 2010, the first CBS branch was
rolled-out. In February 24, 2010, the Bank signed a 10-year contract with IT major Wipro Ltd for
comprehensive IT outsourcing services for the Bank. In December 2010, Punjab and Sind Bank came
out with the public issue of 4,00,00,000 equity shares aggregating to Rs 470.82 crore. The fund
proceeds would be utilised for business expansion. At the same time, the bank plans to increase their
branch network from 920 to 1,000 by the end of March 2011.

HISTORY OF PUNJAB AND SIND BANK

The Bank was incorporated as ‘The Punjab and Sind Bank Limited’ on June 24, 1908, with its
registered office situated at Hall Bazar, Amritsar, Punjab, India. The Bank is one of the six banks
which were nationalized on April 15, 1980. The Bank was constituted as a ‘corresponding new bank’
on April 15, 1980, as defined under Section 2(b) of the Bank Acquisition Act. The central and
administrative office of the Bank at the time of constitution under the Bank Acquisition Act was
situated at B-45/47, Connaught Place, New Delhi 110 001. For details in relation to the Bank’s
activities, services, products, market of each segment, its growth, technology, market, managerial
competence, standing with reference to prominent competitors, The Bank currently has only one
shareholder, i.e. the President of India, acting through the Ministry of Finance, GoI.

VISION & MISSION STATEMENT OF THE BANK

VISION OF THE BANK

To emerge as a techno savvy vibrant Public Sector Bank with Pan India presence aspiring to meet
expectations of all stake holders
5
MISSION OF THE BANK
➢ To provide excellent customer service through innovative products and services for different
segments of customers using state of the art technology.
➢ To dedicate ourselves wholeheartedly for “Sarva Jana Hitai Sarva Jana Sukhai”

~ www.wikipedia.org

PRODUCTS AND SERVICES

➢ Digital Banking
Digital Services

Retail Internet Banking

Corporate Internet Banking

Mobile Banking

IMPS/USSD

Jan Dhan Darshak

RTGS/NEFT

Unified Payment Interface(UPI)

BBPS

POS (Point of Sale)

Bharat QR Code

BHIM/Aadhaar Pay

Aadhaar Seeding

SMS Banking

➢ ATM/Debit Card
6
 RuPay Prepaid Card

PSB Cards

ATM/Debit Card & Charges

Offers

RuPay Insurance Program

Card Safety Measures

Card Block / Hotlisting

Dos & Don'ts

Debit Card Green PIN Facility

RuPay Campaign Showcase

➢ Online Payment

Excise and Service Tax

Direct tax/Income tax

CST/DVAT Payment

Commericial Taxes ,Gove of Tamilnadu

Donation

Bill payment

Debit Freeze Account

PRODUCT AND SCHEMES

➢ Operative Accounts

Current Account
7
 Saving Account

PSB Premier Current Account

PSB Premier Saving Account

➢ Government Schemes

Public Provident Fund(PPF)

Pension Account

Senior Citizen Scheme

SukanayaSamriddhi Scheme

National Pension Scheme

NPS Contribution

➢ Service Charges

Service Charges & Fee

Loan and Advances

Service charge on Priority Sector

Retail Loan Processing Charges

RETAIL LOAN

➢ Apply Retail Loan

PSB Apna Ghar

PSB Apna Ghar Top Up

8
 PSB Apna Vahan

PSB Education Loan

PSB Excellence-Education Loan

PSB Skill Education Loan

PSB Commercial Vehicle

PSB Personal Loan

PSB Doctors Special

PSB Sukhmoney Scheme for Senior Citizens

PSB SB OD

PSB Mortgage

PSB Vyapar

PSB SME liquid Plus

PSB Kisan Home Loan

PSB Contractor Plus

PSB Gold Loan

➢ PSB Term Deposits

PSB Fixed Deposits

PSB Recurring Deposit Account

PSB Tax Saver

➢ Priority Sector

Fee & Service Charges

9
 Schemes

➢ Interest Rate

Deposit

Advance

➢ Other

Fair Practice Code

Locker Scheme

Non Fund Based Products & Services

Debt Restructuring

Timelines for Credit Decisions

Base Rate & BPLR

Check List for Loan applications

Apply for locker online

INTERNATIONAL BANKING
It is well spread out in India and one overseas Branch. Bank has also arrangements with
correspondents at various important overseas locations, which will ensure extending to all our NRI
customers rich banking experience. We understand your needs and value your patronage and would
request you to invest your surplus funds in the various products offered by our Bank.

➢ Product and Services

NRI Schemes

Facilities for Residents

Non Fund Business Products

10
 Export/Import Services

FOREX Treasury

Gold Card Scheme

A/C Opening Form

➢ Forex Branches
Authorized Dealer Branches

IBDs

SWIFT Branches

➢ Interest Rates and Service Charges

FOREX Daily Rate Card

Forex Interest Rates

Forex Service Charges

Wolfsberg AML Questionnaire

US Patriot Act

W-8BEN- E2018

MSME
MSME BANKING MSME stands for Micro, Small and Medium Enterprise. An “enterprises” means
an Industrial undertaking or a business concern or any other establishment, by whatever name called,
engaged in the manufacture or production of goods pertaining to any industry specified in the First
Schedule to the Industries (Development and Regulation) Act 1951 or employing plant and machinery
in the process of value addition to the final product having a distinct name or character or use or
engaged in providing or rendering of any service or services.

11
➢ MSME Schemes & Codes

Apply SME/MUDRA Loan

Code of Commitment

MSME Policy

OTS Scheme

Tracking Loan Application Status

Framework for Revival and Rehabilitation

Loan Application Forms for MUDRA & MSME

Products for MSME

Mudra (PMMY)

Stand Up India Scheme

MSME Specialized Branches

➢ Interest Rates & Service Charges

Int. Rates & service charges

Presence in MSME cluster

➢ Others
MSME customer satisfaction survey

People Trained in RSETIs

Rehabilitation - Data in Progress

Branch Level Customer Meets

Grievance Redressal

Nodal officer for Complaints

List of activities

12
 Quarterly Data on MSME loan applications

SOCIAL BANKING

➢ PM Yojana
Atal Pension Yojana

Suraksha Bandhan Yojana

PM National Relief Fund

Pradhan Mantri Jan Dhan Yojna (PMJDY)

Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY)

Pradhan Mantri Suraksha Bima Yojana (PMSBY)

➢ Government Schemes
Financial Inclusion

FLCC

Sovereign Gold Bond Scheme

Open your NPS Account On-Line

➢ Others
Unclaimed Deposit

13
 SWOT ANALYSIS
SWOT assumes that strengths and weaknesses are frequently internal, while opportunities and
threats are more commonly external. The name is an acronym for the four parameters the
technique examines:

Strengths: characteristics of the business or project that give it an advantage over others.
Weaknesses: characteristics that place the business or project at a disadvantage relative to
others.
Opportunities: elements in the environment that the business or project could exploit to its
advantage.
Threats: elements in the environment that could cause trouble for the business or project.

The degree to which the internal environment of the firm matches with the external environment
is expressed by the concept of strategic fit. Identification of SWOTs is important because they
can inform later steps in planning to achieve the objective. First, decision-makers should
consider whether the objective is attainable, given the SWOTs. If the objective is not attainable,
they must select a different objective and repeat the process.

Factors affecting SWOT Analysis

Internal factors are viewed as strengths or weaknesses depending upon their effect on the
organization's objectives. What may represent strengths with respect to one objective may be
weaknesses (distractions, competition) for another objective. The factors may
include personnel, finance, manufacturing capabilities, and all of the marketing mix's 4Ps.

External factors include macroeconomics, technological change, legislation, and sociocultural

changes, as well as changes in the marketplace. Results are often presented in the form of
a matrix.

14
 SWOT ANALYSIS OF PUNJAB AND SIND BANK

STRENGTH
• Right strategy for right product

• Good place to work

• Schemes for rural sector

• Active in various Government schemes facilitation

• Superior customer service

• Has around 1000 branches across India and 400 branches in India

WEAKNESS
• Less penetration in the urban areas

• Inadequate advertising and branding as compared to other banks

• Processes and system working.

OPPORTUNITY
• Small scale business banking across India

• Expansion in other countries for international banking

• Installation of more ATM’s and better customers services

• New specialist applications.

THREATS
• Economic crisis and economic fluctuations

• Highly competitive environment

• Stringent Banking Norms by the RBI and the Government

15
 OBJECTIVES OF THE STUDY

➢ To study the recent trends in retail banking.

➢ To understand Optimization of retail banking channels.
➢ To suggest strategies for improvement in Customer Service.
➢ To understand the concept, features and evolution of Banking, traditional and digital/ E-
Banking.
➢ To identify various e-banking services offered by Indian banks
➢ To study and analyse the progress made by Indian banks in adoption of technology in the
banking
➢ To study the shift of Punjab and Sind bank from traditional to modern banking. To study the
challenges faced by Indian banks in adoption of technology in the banking sector.
➢ To understand the response, views and understanding of the customers of Punjab and Sind
Bank and also the population in general about the digital banking.

16
 LITERATURE REVIEW

A literature review provides an overview and a critical evaluation of a body of literature relating to a
research topic or a research problem. It analyses a body of literature in order to classify it by themes or
categories, rather than simply discussing individual works one after the other.

A literature review often forms part of a larger research project such as within a thesis, or it may be an
independent written work, such as a synthesis written paper.

PURPOSE OF A LITERATURE REVIEW

A literature review situates our topic in relation to previous researches and illuminates a spot for our
research. It accomplishes several goals

• Provides background for topic using previous research.

• Shows we are familiar with previous, relevant research.

• Evaluates the depth and breadth of the research with regards to our topic.

• Determines relating questions or aspects of our topic in need of research.

In our research the main source of information has been the questionnaire filled up by the respondents
as well as the internet.

The topic of our research “A STUDY ON RETAIL BANKING & CUSTOMER SATISFACTION IN
PUNJAB AND SIND BANK” has not been published earlier.

The internet, questionnaire served by us to the respondents, website of particular banks have been the
major source of information. Few worth literatures have been very valuable. The facts and figures
have provided in books and have been very helpful to us.

Indian Banking industry is one of the most technologically advanced industries with vast networks of
branches empowered by strong banking systems, their wide range of product and effective distribution

17
channel capabilities. However, regulatory, structural and technological factors are significantly
changing the banking environment throughout the world.
One of the most important factors that is motivating the growth of the Indian banking institutions is
the liberalization. The financial sector reforms in India were designed to infuse greater competitive
vitality in the banking system. To achieve this objective, the “Narasimhan Committee” was formed.

The Narasimhan Committee report suggested wide ranging reforms for the Indian banking sector in
1992, including the important one to introduce internationally accepted banking practices so as to
enable Indian banks to achieve service excellence.

The Committee recommended a liberal policy towards the entry norms of private sector banks and
foreign banks into the Indian banking sector. The Interest rate structure has been deregulated to a great
extent and banks have been given a great degree of freedom in determining their rate structure for
deposits and advances, as well as their other product range. Banking has also become more
competitive in respect of branch network.

The end result is that market power is getting shifted from banks to their customers. Financial
liberalization has led to intense competitive pressures, and retail banks are consequently directing their
strategies towards increasing customer satisfaction and loyalty through improved service quality. With
such a high potential in the Indian banking industry, all leading banks are looking ahead to establish
themselves as the most preferred bank by the customers and this can only happen when they are able
to differentiate themselves on the basis of service quality being offered by their competitors.

Retail Banking has immense opportunities in a growing economy like India. As the growth story
further unfolds in India, retail banking is going to emerge a major driver of economic growth. A.T.
Kearney, a global management consulting firm, recently identified India as the second most attractive
retail distribution center of 30 emergent markets.

The future overview of the industry in terms of asset size, number of financial cardholders and various
other important features. The future forecast discussed the prospects of different arms of banking
Industry, including rural banking by bank assurance, financial cards, mobile banking, role of
technology in retail banking, pension fund and future course of action or strategies for Banking.

18
 RETAIL BANKING

General characteristics of retail banking markets

The supply side of retail banking markets shows common features that are typical for
banking markets in general. The main difference between retail banking and other banking
fields is the fragmented demand side of the first, comprising individual consumers and small
enterprises.

In the following, the characteristics of the supply and demand sides of the market will thus
be discussed separately.

The demandside of retail banking markets is, as would be expected, fragmented. Bank
customers are often faced with information asymmetry, i.e. lack of full information about the
products and services on offer and hence cannot make meaningful comparisons. Moreover,
there are numerous barriers to customer mobility (e.g. tying and bundling of products,
switching costs such as closure charges, etc.) that result in a certain reluctance to switch
suppliers, hence making price competition less efficient.

REGULATION OF RETAIL BANKING

Across the EEA, competition authorities are increasingly turning their attention to banking markets.
Competition authorities in both Iceland and Norway have dealt with several cases involving retail
banking markets over the years.14 It is by now firmly established that EEA competition l a w applies
to the banking sector.

One tool of prudential regulation is entry regulation by means of bank license requirements. This is ex
plainable by the rules on own fundsadequacy. However, the promotion
of stability and the avoidance of asystemic crisis cannot justify all occurring entry restrictions. Suchres

19
trictions may also be used by governments to prevent foreign entries or takeovers and thus impede
effective competition.

Another regulatory issue that also affects market entry concerns specific rules on the ownership and
activity of certain types of banks such as savings banks and co-operative banks.

The Authority scrutinizes advantages provided to certain financialinstitutions by means of State aid
control in order to ensure a level playing field for all market participants and to enhance undistorted
competition.

In particular, the Authority ensures that public and private in

situations operate under similar conditions by removing unlimited state guarantees or fiscal
advantages favoring particular banks and by applying the so -called Market Economy
Investor Principle (MEIP).

FUTURE OF RETAIL BANKING

➢ The accelerated retail growth has been on a historically low base

➢ Penetration continues to be significantly low compared to global bench marks
➢ Share of retail credit expected to grow from 22% to 36%
➢ Retail credit expected to grow to Rs.575,000 crs by 2010 at an annual growth rate of
25%
➢ Dramatic changes expected in the credit portfolio of Banks in the next5 years
➢ Housing will continue to be the biggest growth segment, followed byAuto loans
➢ Banks need to expand and diversify by focussing on non urbansegment as well as
varied income and demographic groups
➢ Rural areas offer tremendous potential too which needs to be exploited

OPPORTUNITIES AND CHALLENGES OF RETAIL BANKING

20
Opportunities and Challenges of Retail Banking in India Commercial Banking throughout the world
has been undergoing a major transformation. Traditional banks in India have been exposed to strong
external pressures, which have been brought about by the influence of world wide globalization and
unceasing technological development.

The question is: Will banks be able to survive and grow in the market of financial service providers or
will they gradually get extinguished under the influence of these pressures ?

The following are the challenges which are posing

● threats to all banks

● Technological Revolution

● Disintermediation and Securitization

● Product and Service Proliferation

● Multiple technology based delivery channels

● Rising Competitions

● Increasing Deregulations

● Rising Funding costs and shrinking spreads

● Consolidation and geographic expansion

● Globalization of banking Increasing Risk of Failure In the face of these challenges, the options
before the banks are

●Watch their customers leaving the bank because of

● no change in their strategies Copy the new entrants and market leaders' products and delivery
channels and struggle to maintain

● market shares, Or Rebuild with focus on customers with innovative products, improved processes,
modern technology, competitive range of delivery channels and focusing services on the best
customers
21
 ~ Retail Banking (By Indian Institute of Banking and Finance)

EVOLUTION OF BANKING

The concept of Banking in India dates back to the first half of 18th century. The first bank that was
established in the country was The General Bank of India founded in 1786. After that came the State
Bank of India in Kolkata in 1806 which was then known as The Bank of Bengal. The operations of all
the banks in India are controlled by the Reserve Bank of India. All the Indian banks are governed by
the RBI or Reserve Bank of India. This governing body took over the reasonability of formally
regulating the Indian banks in 1935.

The Reserve Bank of India was announced as the official Central Banking Authority for the smooth
supervision of the banking industry in India. Banks in India are classified into 2 broad categories
namely, public sector banks and Private sector banks. The banking scenario in India has already
gained momentum, with the domestic and international banks gathering pace. All the banks in India
are following the 'cost', determined by revenue minus profit model. This means that all the resources
should be used efficiently to improve the productivity and ensure a win-win situation. To survive in
the long run, it is essential to focus on cost saving. Previously, banks focused on the 'revenue' model
which is equal to cost plus profit. Post the banking reforms, banks shifted their approach to the 'profit'
model, which meant that banks aimed at higher profit maximization. Thereafter, the Government of
India issued a law and nationalized the 14 largest business banks with effect from the midnight of July
19, 1969. A second dose of nationalization came when 6 more commercial banks followed in 1980.
With this second dose of nationalization, the Government of India controlled around 91% of the
banking business of India.

The banking industry handles finances in a country including cash and credit. Banks are the
institutional bodies that accept deposits and grant credit to the entities and play a major role in
maintaining the economic stature of a country. Given their importance in the economy, banks are kept
under strict regulation in most of the countries. In India, the Reserve Bank of India (RBI) is the apex
banking institution that regulates the monetary policy in the country.

22
CLASSIFICATION OF BANKS IN INDIA
Banks are classified into classified into four categories –

• Commercial Banks
• Small Finance Banks
• Payments Banks
• Co-operative Banks

Commercial Banks can be further classified into public sector banks, private sector banks, foreign
banks and Regional Rural Banks (RRB). On the other hand, cooperative banks are classified into
urban and rural. Apart from these, a fairly new addition to the structure is payments bank.

~ www.moneycontrol.com

23
• COMMERCIAL BANKS
Commercial Banks are regulated under the Banking Regulation Act, 1949 and their business model is
designed to make profit. Their primary function is to accept deposits and grant loans to the general
public, corporate and government. Commercial banks can be divided into:

Public Sector Banks Private Sector Banks

Foreign Banks Regional Rural Banks

A. Public Sector Banks

These are the nationalised banks and account for more than 75 per cent of the total banking business in
the country. Majority of stakes in these banks are held by the government. In terms of volume, SBI is
st
the largest public sector bank in India and after its merger with its 5 associate banks (as on 1 April

2017) it has got a position among the top 50 banks of the world. There are a total of 20 nationalised
banks in the country namely below:

24
State Bank of India Bank of India Allahabad Bank

Bank of Maharashtra Canara Bank Indian Overseas Bank

Punjab & Sind Bank Punjab National Bank Syndicate Bank

Corporation Bank Andhra Bank UCO Bank

Bank of Baroda Union Bank of India United Bank of India

Vijaya Bank Dena Bank Indian Bank

Oriental Bank of
Central Bank of India
Commerce

B. Private Sector Banks

These include banks in which major stake or equity is held by private shareholders. All the banking
rules and regulations laid down by the RBI will be applicable on private sector banks as well. Given
below is the list of private-sector banks in India.

HDFC Bank ICICI Bank Axis Bank

YES Bank IndusInd Bank Kotak Mahindra Bank

DCB Bank Bandhan Bank IDFC Bank

25
 Tamil Nadu Mercantile
City Union Bank Bank Nainital Bank

Jammu and Kashmir

Catholic Syrian Bank Federal Bank
Bank

Karnataka Bank Dhan Laxmi Bank South Indian Bank

Lakshmi Vilas Bank RBL Bank Karur Vysya Bank

IDBI Bank

C. Foreign Banks in India

List of Foreign Banks in India

Australia and New Zealand Westpac Banking

National Australia Bank
Banking Group Ltd. Corporation

Bank of Bahrain & Kuwait

AB Bank Ltd. Sonali Bank Ltd.
BSC

Industrial & Commercial

Bank of Nova Scotia BNP Paribas
Bank of China Ltd.

Credit Agricole Corporate & Deutsche Bank

Societe Generale
Investment Bank

HSBC Bank PT Bank Maybank Indonesia

Mizuho Bank Ltd.
TBK

26
 Sumitomo Mitsui Banking Cooperatieve Rabobank
MUFG Bank, Ltd.
Corporation U.A.

Qatar National Bank

Doha Bank Q.P.S.C JSC VTB Bank
(Q.P.S.C.)

Sberbank United Overseas Bank Ltd FirstRand Bank Ltd

Shinhan Bank Woori Bank KEB Hana Bank

Industrial Bank of Korea Bank of Ceylon Credit Suisse A.G

Krung Thai Bank Public Co. Abu Dhabi Commercial

CTBC Bank Co., Ltd.
Ltd. Bank Ltd.

Mashreq Bank PSC First Abu Dhabi Bank PJSC Emirates Bank NBD

Standard Chartered Bank The Royal Bank of Scotland

Barclays Bank Plc.
plc

American Express Banking

Citibank
Corporation Bank of America

J.P. Morgan Chase Bank

Kookmin Bank SBM Bank (India) Limited
N.A

DBS Bank India Limited

D. Regional Rural Banks

These are also scheduled commercial banks but they are established with the main objective of
providing credit to weaker sections of the society like agricultural labourers, marginal farmers and
small enterprises. They usually operate at regional levels in different states of India and may have
branches in selected urban areas as well. Other important functions carried out by RRBs include-

27
 • Providing banking and financial services to rural and semi-urban areas
• Government operations like disbursement of wages of MGNREGA workers, distribution of
pensions, etc.
• Para-Banking facilities like debit cards, credit cards and locker facilities

• SMALL FINANCE BANKS

This is a niche banking segment in the country and is aimed to provide financial inclusion to sections
of the society that are not served by other banks. The main customers of small finance banks include
micro industries, small and marginal farmers, unorganized sector entities and small business units.
These are licensed under Section 22 of the Banking Regulation Act, 1949 and are governed by the
provisions of RBI Act, 1934 and FEMA.

Au Small Finance Bank Ltd. Capital Small Finance Bank Ltd.

Fincare Small Finance Bank Ltd. Equitas Small Finance Bank Ltd.

ESAF Small Finance Bank Ltd. Suryoday Small Finance Bank Ltd.

Ujjivan Small Finance Bank Ltd. Utkarsh Small Finance Bank Ltd.

North East Small Finance Bank Ltd. Jana Small Finance Bank Ltd.

• PAYMENTS BANK

28
 This is a relatively new model of bank in the Indian Banking industry. It was conceptualised by the RBI and
is allowed to accept a restricted deposit. The amount is currently limited to Rs. 1 Lakh per customer. They
also offer services like ATM cards, debit cards, net-banking and mobile-banking.

• CO-OPERATIVE BANKS

Co-operative banks are registered under the Cooperative Societies Act, 1912 and they are run by an
elected managing committee. These work on no-profit no-loss basis and mainly serve entrepreneurs,
small businesses, industries and self-employment in urban areas. In rural areas, they mainly finance
agriculture-based activities like farming, livestock and hatcheries.

Urban Co-operative Banks State Co-operative Banks

• URBAN CO-OPERATIVE BANKS

Urban Co-operative Banks refer to the primary cooperative banks located in urban and semi-urban
areas. These banks essentially lent to small borrowers and businesses centered around communities,
localities work place groups.
According to the RBI, on 31st March, 2003 there were 2,104 Urban Co-operative Banks of which 56
were scheduled banks. About 79% of these are located in five states, – Andhra Pradesh, Gujarat,
Karnataka, Maharashtra and Tamil Nadu.

• STATE CO-OPERATIVE BANKS

A State Cooperative Bank is a federation of the central cooperative bank which acts as custodian of the
cooperative banking structure in the State.

Banks can also be classified on the basis of Scheduled and Non-Scheduled Banks. It is essential for
every individual to check if they are holding their savings or deposit account with a Scheduled Bank or
Non-Scheduled Bank. Scheduled Banks are also covered under the depositor insurance program of
Deposit Insurance and Credit Guarantee Corporation (DICGC), which is beneficial for all the account
holders holding a savings and fixed / recurring deposit account. Under DICGC, bank deposits of up to
29
Rs 1 lakh, including the fixed, savings, current and recurring deposits, per depositor per bank in the
event of bank failure are insured.

• SCHEDULED BANKS

Scheduled banks are covered under the 2nd Schedule of the Reserve Bank of India Act, 1934. To
qualify as a scheduled bank, the bank should conform to the following conditions:

• A bank that has a paid-up capital of Rs. 5 Lakh and above qualifies for the schedule bank
category
• A bank requires to satisfy the central bank that its affairs are not carried out in a way that
causes harm to the interest of the depositors
• A bank should be a corporation rather than a sole-proprietorship or partnership firm.

• NON-SCHEDULED BANKS

Non-scheduled banks refer to the local area banks which are not listed in the Second Schedule of
Reserve Bank of India. Non-Scheduled Banks are also required to maintain the cash reserve
requirement, not with the RBI, but with them.

IMPACT OF TECHNOLOGY IN BANKING SECTOR

The information technology has revolutionized aspects for our life. The world at large is entering into
the ‘NET AGE’, internet or simply ‘NET’ is an interconnection of computer communication networks
covering the whole world. The relationship between IT and Banking is fundamentally high because of
which it is expected to reduce costs and facilitate customized products. The advent of information
technology to every aspect of human life and business has been so obvious that it does not need to be
accentuated more. Information technology has been of great essence in banking system. Today both
public and private sector banks are trying to rapidly transform itself from traditional banking to
relationship banking by establishing direct relationship with customers through the introduction of IT
in banking known as “DIGITAL BANKING”.
30
 INDIAN BANKING SYSTEM RBI RECORDS FOR BANKS IN INDIA
There are currently 27 public sector banks in India out of which 19 are nationalised banks and 6 are
SBI and its associate banks, and rest two are IDBI bank and Bhartiya Mahila Bank, which are
categorised as other public sector banks. There is total 93 commercial banks in india. The number of
private banks is 21 and total number of foreign banks with branches in India are 27 and representative
offices in India are 20. The number of regional banks is around 25. According to RBI data at the end
of march 2015 the total value of transactions recorded on the mobile banking platform in the industry
stood at “16913.99 crore”.

Reserve bank of India the reserve bank of India is India’s central banking institution, which controls
the monetary policy of the Indian rupee. It commenced its operations on 1 April 1935 during the
British rule in accordance with the provisions of the reserve bank of India act, 1934. The original share
capital was divided into shares of 100 each fully paid, which were initially owned entirely by private
shareholders.

Following India’s independence on 15 august 1947, the RBI was nationalized on 1 January 1949. The
rbi plays an important part in the development strategy of the government of India. It is a member
bank of the Asian clearing union. The general superintendence and direction of the RBI is entrusted
with the 21-member central board of directors: the governor, 4 deputy governors, 2 finance ministry
representatives, 10 government-nominated directors to represent important elements from India’s
economy, and 4 directors to represent local boards headquartered at Mumbai, Kolkata, Chennai and
new Delhi.

each of these local boards consists of 5 members who represent regional interests, and the interests of
co-operative and indigenous banks. The bank is also active in promoting financial inclusion policy and
is a leading member of the alliance for financial inclusion (affi).

31
 Public Sector
Banks

Private Sector
Banks
Commercial
Banks
Scheduled Foreign
Bank Co-operative Sector Banks
RBI
unscheduled Banks Regional
Bank Sector Banks

PERFORMANCE OF INDIAN BANKING INDUSTRY

Global economy continued to remain in doldrums in the past year. During the year gone by, central
bankers across the globe other than the US, resorted to monetary easing measures to boost the
economy. However, the global economy continued to remain fragile with the second largest economy
China witnessing a huge slowdown. Even crude prices continued to slide sharply on oversupply issues
and this has further weighed down on global recovery.

The International Monetary Fund lowered its global growth forecast to 3.4% in 2016. In light of the
continued weakness, the European Central Bank and Bank of Japan have decided to extend their
quantitative easing programs. The Indian economy has been on a relatively sound footing, registering
the fastest growth in FY15. However, problems such as a weak investment climate and tepid earnings
growth continue to plague the economy.

The banking sector, being the barometer of the economy, is reflective of the weak macro-economic
variables. The Indian banking system continued to battle falling asset quality issues and the need to
maintain capital adequacy in the light of piling bad loans. The banking sector recorded slowdown in
balance sheet growth for the fourth year in a row in FY15.

The slowdown was on account of sluggish credit offtake that slipped to single-digits during the year.
But on the back of controlled operating expenses, the sector managed to post incremental profits
32
during the year. However, profitability remained depressed with the Return on assets continuing to
linger below 1% during the year. The ownership in the banking sector remained predominantly in the
public sector despite a gradual decline in their share in recent years.

Public sector banks accounted for 72.1% of total banking sector assets. In terms of profits, the share of
private banks surpassed that of PSBs. In FY15, PSBs had a share of 42.1% in overall profits. Since the
start of 2015, RBI has reduced interest rates by 1.25%. Although banks have reduced base rates but
not to the same extent. For the full transmission of rates, the RBI has asked banks to follow the
marginal cost of funds while setting the base rate.

In order to prevent banks from liberally restructuring assets to avoid slippages, the RBI has made all
assets restructured from 1st April 2015 to be treated at par with NPAs as far as provisioning is
concerned. This means that the provisioning in case of the restructured assets will increase from 5% to
15%.

~ www.marketresearch.com

33
 RESEARCH METHODOLOGY

Research methodology is a methodology for collecting all sorts of information & data pertaining to
the subject in question. The objective is to examine all the issues involved & conduct situational
analysis. The methodology includes the overall research design, sampling procedure & fieldwork
done & finally the analysis procedure. The methodology used in the study consistent of sample
survey using both primary & secondary data.

Research is a process of systematic inquiry that entails collection of data; documentation of critical
information; and analysis and interpretation of that data/information, in accordance withsuitable
methodologies set by specific professional fields and academic disciplines.

TYPE OF RESEARCH
Pure research, also called as the fundamental or the theoretical research. Is basic and original. Done to
improve understanding. Helps in getting knowledge without thinking formally of implementing it in
practice based on the honesty, and integrity of the researcher for discovering the truth.

SAMPLE SIZE & METHOD OF SELECTING SIZE

Sampling is a process used in statistical analysis in which a predetermined number of observations

are taken from a larger population. The methodology used to sample from a largerpopulation
depends on the type of analysis being performed.

Exploratory research: It is the process of investigating a problem that has not been studied or
thoroughly investigated in the past. Exploratory type of research is usually conducted to have a
better understanding of the existing problem, but usually doesn't lead to a conclusive result.

Descriptive research: It is used to describe characteristics of a population or phenomenon being

studied. It does not answer questions about how/when/why the characteristics occurred. Rather it
addresses the "what" question.
34
I performed exploratory research where I randomly selected the people and questioned them
directly pertaining to the research objective.

COLLECTION OF DATA:

The data can be collected from primary and secondary sources. The basic premises of my study is
primary data. Convenient sample that was representative of the target market was chosen, the
respondents were contacted personally and the instrument used for collecting data is questionnaire.

Statistical Data can be classified into two categories

1) Primary Sources

2) Secondary Sources

Primary Data: Primary data is collected by using the questionnaire method.

Secondary Data: The Main sources of Secondary data are combination of information from the
internet and books of the related topic.

Sample Size: - Sample of 50 people was taken into study, and their data was collected.

Sampling Technique: - To study the Project, a Simple Random Sampling technique is used.

Results/Outcome: The results of this study will give us a clear conception and understanding of
digital banking. Hence at the end of the project I would be able to clearly define the following,
Traditional Banking and Digital banking its concepts, features and the growth that digital banking has
on the former.

The various concepts of digital banking products and services introduced by Punjab and Sind bank.

The shift of customer base towards using e-banking for their daily banking transactions from
traditional banking services with the help of graphs, charts.

SCOPE OF THE STUDY

The scope of the study is limited to the clients who used to visit the office

35
 LIMITATIONS OF THE STUDY

➢ The project is carried out in VIKAS PURI, so the entire analysis is based on the
information, data and customer response that were accumulated there.
➢ The number of customers who participated in the analysis was less then equal to 150 of
which majority were men and very few women who are integral part of the customer of
various banks.
➢ The customers were reluctant to answer the questionnaires based on banks, Punjab and
Sind bank and digital banking.
➢ The duration for the project was 1 month, so the data collected, and the analysis made
thereof is not comprehensive.

36
 CHAPTER II
ANALYSIS AND INTERPRETATION

37
 Profile of respondents
Respondents were the customers of PUNJAB AND SIND BANK (Vikas Puri ) of age group
21-65 years.

How was the Branch experience?

1. Is the branch timings (09:00 am to 3:00 pm from Monday to Saturday) are

convenient?

TABLE 1

Parameter In Number In Percentage

Very Good 45 90

Good 5 10

Satisfactory 0 0

Could be better 0 0

Total 50 100

BRANCH EXPERIENCE
Very Good Good Satisfactory Could be better

10%0%

90%

Interpretation
The purpose of this question is to know the whether the bank timings are
convenient for the custom 90% of respondents says that bank timings are
customer, very good and 10% of respondent replied that timings are good. None
of the customers have any problem with respect to tim ings.

Inference
As 90% responded very well, it seems high number are happy, with bank
timings.

38
 2. Is the branch atmosphere & layout being very friendly?

TABLE 2

Parameter In Number In Percentage

Very Good 40 80

Good 7 14

Satisfactory 2 4

Could be better 1 2

BRANCH ATMOSPHERE
Very Good Good Satisfactory Could be better

4% 2%

14%

80%

Interpretation
80% were of the respondent says that branch atmosphere is very good, 14% were
of the respondent replied that branch ambience is good while 4% says that it is
satisfactory & just 1% replied that it could be better.

Inference
As 80% of respondents say branch atmosphere is very good, so not too many
respondents like the branch ambience.

39
 3. Is the Branch was clean and well maintained?

TABLE 3

Parameter In Number In Percentage

Very Good 40 80

Good 7 14

Satisfactory 2 4

Could be better 1 2

BRANCH MAINTENANCE
Very Good Good Satisfactory Could be better

4% 2%

14%

80%

Interpretation
80% were of the respondent says that branch cleanness is very good, 14% were
of the replied that branch cleanness is good while 4% says that it is satisfactory
& just 1% replied that it could be better.

Inference
As 80% of respondents say branch cleanness is very good, so not too many
respondents like the branch cleanness.

40
How did you find our Branch personnel?

4. Is the Branch personnel have listened to you patiently and have been able to respond
to your queries and clarifications?

TABLE 4

Parameter In Number In Percentage

Very Good 38 76

Good 7 14

Satisfactory 3 6

Could be better 2 4

BRANCH PERSONNEL
Very Good Good Satisfactory Could be better

4%
6%

14%

76%

Interpretation
76% of respondent says that branch personnel listened patiently& have been able to respond
to their queries, 14% of respondents replied that it is good. While only 6% of respondent says
that it is satisfactory and 4% replied that it could be better.

Inference
As only 76% of respondent says that branch personnel listens patiently and have been able to
respond to queries and clarifications, so not too many respondents are satisfied.

41
 5. Is the Branch personnel have been very helpful and courteous?

TABLE 5

Parameter In Number In Percentage

Very Good 37 74

Good 8 16

Satisfactory 3 6

Could be better 2 4

BRANCH PERSONNEL
Very Good Good Satisfactory Could be better

4%
6%

16%

74%

Interpretation
74% of respondent says that branch personnel have been very helpful and courteous, 16% of
respondents replied that it is good. While only 6% of respondent says that it is satisfactory
and 4% replied that it could be better.

Inference
As only 74% of respondent says branch personnel have been very helpful and courteous, so
not too many respondents are satisfied.

42
 6. Is the branch personnel have done a “Need Analysis” & “Risk Assessment” before
recommending any investment option?

TABLE 6

Parameter In Number In Percentage

Very Good 36 72

Good 10 20

Satisfactory 3 6

Could be better 1 2

RISK ASSESSMENT
Very Good Good Satisfactory Could be better

6% 2%

20%

72%

Interpretation
72% of the respondent says that risk assessment before recommending any investment is very
good, 20% of respondents replied that it is good, 6% of respondent says that it satisfactory
and only 2% replied it could be better.

Inference
As only 72% of respondent says that branch personnel does a “Need Analysis” & “Risk
Assessment” before recommending any investment option, so not too many respondents have
positive response.

43
 7. Are the branch personnel being aware of Product and Services and
responded to your queries?

Table: 7
Parameter In Number In Percentage

Very Good 43 86

Good 3 6

Satisfactory 3 6

Could be better 1 2

PRODUCT & SERVICES

Very Good Good Satisfactory Could be better

6% 2%
6%

86%

Interpretation
86% respondent says that branch personnel responded to their queries and is very good, 6%
says to be good & 6% satisfactory. Only 2% said it could be better.

Inference
As 86% of respondent says that branch personnel were aware of Product and Services and
responded to customer queries, so not too many respondents are satisfied.

Customer’s opinion of transacting in Branches.

44
 8. Is the waiting time at the Teller Counter was minimal?

Table: 8
Parameter In Number In Percentage

Very Good 40 80

Good 5 10

Satisfactory 1 2

Could be better 4 8

TELLER COUNTER
Very Good Good Satisfactory Could be better

8%
2%
10%

80%

Interpretation
80% of respondent says that waiting time is minimum at teller counter and it is very good,
10% of respondent replied that it is good, 8% it’s satisfactory and 2% said it could be better.

Inference
As 80% of respondent says that waiting time at teller counter was minimal, not too many
were satisfied with transaction.

45
 9. Is the transactions done by us have been smooth & error free?

Table: 9
Parameter In Number In Percentage

Very Good 45 90

Good 5 10

Satisfactory 0 0

Could be better 0 0

SMOOTH & ERROR FREE

Very Good Good Satisfactory Could be better

10% 0%

90%

Interpretation
90% of respective says that transactions are smooth and error free, 10% of respondent replied
that transactions are good. None of the customers have any problem with respect to timings.

Inference
As 90% responded very well, it seems high number are happy with the banking transactions.

46
 10. Is PUNJAB AND SIND Bank looks into the feedback provided by you and takes
necessary action if required?

Table: 10

Parameter In Number In Percentage

Very Good 41 82

Good 5 10

Satisfactory 2 4

Could be better 2 4

ACTION & FEEDBACK

Very Good Good Satisfactory Could be better

4% 4%
10%

82%

Interpretation

82% of respondent responded that Bank looks into the feedback & is very good, 10% said its
good, 4% said it’s satisfactory and 4% said it could be better.

Inference

As 82% of respondent says Punjab & Sind bank looks into the feedback provided by
customer and takes necessary action if required, not too many were satisfied with transaction.

47
 11. Is the information in the Bank Statement clear, easy to understand and adequate?
Table: 11

Parameter In Number In Percentage

Very Good 39 78

Good 6 12

Satisfactory 5 10

Could be better 0 0

INFORMATIPON IN BANK STATEMENT

Very Good Good Satisfactory Could be better

10% 0%

12%

78%

Interpretation
78% of the respondent says that information in bank statement is clear, easy & adequate and
is very good, 12% of respondent replied that it is good, 10% said it is satisfactory.

Inference
As 78% of respondent says that information in the Bank Statement is clear, easy to
understand and adequate or not, not too many were satisfied with the bank statement.

48
 12. Will you recommend PUNJAB AND SIND Bank to your friends and relatives?

Table: 12
Parameter In Number In Percentage

Most Definitely 45 90

Yes 4 8

May Be 1 2

No 0 0

RECOMMENDATION OF P&S BANK

Most Definitely Yes May Be No

0%
2%
8%

90%

Interpretation
90% of respondent says that they will most definitely recommend PUNJAB AND SIND
BANK to their friends & relatives, 8% of respondent says yes. Only 2% said may be.

Inference
As 90% of respondent says that they will definitely recommend PUNJAB AND SIND BANK
to their families & friends, maximum number of respondents replied positive.

49
CHAPTER-IV

FINDINGS
AND
CONCLUSIONS

50
 FINDINGS

• Customers were satisfied from the quick response and good customer relationship.
• Customers found employee of PUNJAB AND SIND BANK very helpful and
cooperative.
• Customers are more influenced for taking loan from PUNJAB AND SIND BANK
because of trust, customers have on the bank.
• As 90% of respondent says that they will definitely recommend PUNJAB AND SIND
BANK to their families & friends, maximum number of respondents replied positive.
• Majority of customers responded that Bank investigates the feedback & is very good.
It looks into the feedback provided by customer and takes necessary action if
required, not too many were satisfied with transaction.
• A majority of respondent says that branch personnel were aware of Product and
Services and responded to customer queries, so not too many respondents are
satisfied.

51
 SUGGESTIONS & RECOMMENDATIONS

• Manage the information that’s vital to the digital banking. For banks to create new
sources of value, they need to understand the data that makes up their customers code
halos of value each individual’s unique virtual identity.
• They should act strategically providing a cohesive, cross-channel experience requires
an enterprise-wide approach.
• Banks should also ensure that online banking is safe and secure for financial
transaction similar to the traditional banking.
• Banks should also organize seminar and conferences to educate the customers
regarding uses of online banking as well as security and privacy of their accounts.
• To sum up, opportunities in banking are immense but the only need is to explore
them.
• There should be a separate section to deal with the customer queries and other
responses.

52
 CONCLUSIONS

The project aims to study the retail banking operations of PUNJAB AND SIND
BANK. The study was very fruitful, it yielded the desired results, helped me
understand the retail banking. The study also helps in what are the customer
opinions towards operations of bank & its various product and services. Any
serious discussion of the future of the retail banking industry eventually raises a
basic question: will future customers still need retail banks? The answer, it turns
out, depends on banks themselves. With technology and non -blank businesses
providing new options for safeguarding and managing their finances, customers
will continue to depend on banks only as long as banks can provide service and
value that cannot be found anywhere else.

The need to become highly customer focused has forced the slow -moving public
sector banks to adopt a fast -track approach. T

The Indian banking has finally worked up to the competitive new Indian market
and is addressing the relevant issues multifarious challen ges of globalization.
Banks that employ perceived to be futuristic and proactive players capable
multifarious requirements of the large customer’s base.

Dynamics of to take on IT solutions of meeting the are the PUNJAB AND SIND
BANK has a great opportunity to increase their market potential in the present
market situation.

Banking in India is supportive, technically advance and vigorous. In a country like India there
is need for providing better services to customers. Banks must be concerned about the
attitudes of customers with regard to acceptance of online banking. The importance of
security for acceptance of internet banking is a very important issue and it was found that
people have weak understanding of internet banking, although they are aware about risk. The
study shows that customers are more reluctant to new technologies that might contain little
risk. Hence, banks should design the website to address and trust issues as well.

53
CHAPTER - IV

BIBLIOGRAPHY
AND
ANNEXURES

54
 BIBLOGRAPHY

BOOKS
• Retail Banking (By Indian Institute of Banking and Finance)

• Macmillan Retail Management (By Bajaj Tulsi Shrivastva)

• Kotler Philip, marketing management, (Pearson education, 12th edition)
• Malhotra K. Naresh, marketing research (An applied orientation), Research design,
(Prentice hall of India pvt. 5th edition)
• Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing
Integrated customer Focus across the Firm” (4th Edition)
• M.K. Rampal: Service Marketing

WEB REFERENCES

https://psbindia.com/

www.rbi.org.in

www.google.com

www.wikipedia.org

www.moneycontrol.com

www.marketresearch.com

55
 ANNEXURE
QUESTIONNAIRE

PUNJAB AND SIND BANK

Name: -

Contact details: -

How frequently do you visit the bank (in a month):-

We would like to know about your experience of banking with us. Please tick as
appropriate.

How was the Branch experience?

1. Is the branch timings (09:00 am to 3:00 pm from Monday to Saturday) are

convenient?

a) Very Good b) Good c) Satisfactory d) Could be better

2. Is the branch atmosphere & layout is very friendly?

a) Very Good b) Good c) Satisfactory d) Could be better

3. Is the Branch being clean and well maintained?

a) Very Good b) Good c) Satisfactory d) Could be Better

How did you find our Branch personnel?

4. Is the Branch personnel have listened to you patiently and have been able to respond
to your queries and clarifications?

a) Very Good b) Good c) Satisfactory d) Could be better

56
 5. Is the Branch personnel have been very helpful and courteous?

a) Very Good b) Good c) Satisfactory d) Could be better

6. Is the branch personnel have done a ‘Need Analyses’ & ‘Risk Assessment’ before
recommending any investment option?

a) Very Good b) Good c) Satisfactory d) Could be better

7. Is the branch personnel were aware of Product and Services and responded to your
queries?

a) Very Good b) Good c) Satisfactory d) Could be better

How was your experience of transacting in our Branches?

8. Is the waiting time at the Teller Counter was minimal?

a) Very Good b) Good c) Satisfactory d) Could be better

9. Is the transactions done by us have been smooth & error free?

a) Very Good b) Good c) Satisfactory d) Could be better

10. Is Punjab and Sind bank looks into the feedback provided by you and takes necessary
action if required?

a) Very Good b) Good c) Satisfactory d) Could be better

11. Is the information in the Bank Statement clear, easy to understand and adequate?

a) Very Good b) Good c) Satisfactory d) Could be better

12. Will you recommend PUNJAB AND SIND BANK to your friends and relatives?

a) Most Definitely b) Yes c) May be d) No Thank You

57
58