 The responses of a total of fifty individuals to the survey were

compiled to provide the conclusions of the research that was

conducted for the survey.

55
4.2 Data analysis Results of the Survey:-

Q.1. Type of Bank’s you are holding saving account with - ?

1. Nationalized / co-operative
2. Private
3. Multinational

Figure. 1

Interpretation : The overwhelming majority of people who took part

in our study kept their personal banking links with establishments
that were a part of the monetary system of the nation as a whole.
The graph that comes after this one demonstrates that almost two
thirds of people have established long-term links with banks that are
controlled by their respective governments.

56
Q.2. How would you rate your experience with your current bankers
?
1. Excellent
2. Good
3. Fair
4. Poor

Figure 2

Interpretation : It turned out that all of these customers who had

accounts with their previous financial institutions were content with
the way that things had been organised in the past in their favour.
This was the case since all of these customers had accounts with
57
their previous financial institutions. This was the situation given that
each of these consumers still had accounts with their prior places of
financial employment. The vast majority of them said that their
whole experience was either extraordinary or much above average
in all respects, and they felt that this characterised their entire
journey.

58
Q.3 Which of these factors influenced your decision to open an
account with your current bank ?
1. Facilities provided by the Bank
2. Recommendation by friend / relatives
3. Advertisement
4. Brand

Factors to Open an Account

Facilities provided by the
70% 65% Bank
60% Recommendation by
50% friend / relatives
40% Advertisement
30%
20% 15% Brand
10% 10% 10%
0%

Factors

Figure. 3
Interpretation : Because a client's financial performance and
behaviour are highly reliant on the bank he is having and the
services to him, the customer picks his bank after doing a
significant amount of inquiry and research. A bank is more than
simply an entity for exchanging currency; it also fulfils other
functions and delivers significant benefits to its consumers.
According to the results of our poll, the customer should have a

59
significant amount of attention on each of the following criteria. The
accompanying graph, which illustrates the requirements of the
client, serves as proof of this proposition. While over 65 percent of
individuals seek for amenities, the availability of such facilities is a
significant factor in selecting a bank. The modern consumer is very
conscientious and focuses primarily on the advantages and benefits
that accrue to him rather than any other factor. Although he is
willing to spend money on these amenities, convenience is the
primary consideration for him.

60
Q. 4 Do you presently hold a Debit Card ?
1. Yes
2. No

NO

Figure- 4

Interpretation : According to the findings of a research that we

carried out, out of every 50 customers, one quarter of them do not
make use of debit cards. Now is the time to make sure that the
clients are aware of the conveniences that are accessible to them
when they use their debit cards, since this is the period when it is
most important for them to be aware of these things. Along with
their debit card, the bank could also provide other enticing
incentives, such as the ability to use a debit card to purchase movie

61
tickets and an increase in the discount rate on purchases made
using a debit card from around 10 percent to approximately 20
percent. Both of these examples are examples of ways that the
bank could make using their debit card more appealing. If a client's
debit card from a certain bank comes with extra incentives like
these, the customer is far more inclined to create an account with
that particular bank.

62
Q. 5 How do you rate PNB w.r.t other banks ?
1. 25
2. 50
3. 75
4. 100
5. 222

PNB
ICICI
SBI
PNB
CITI BANK

Figure- 5

Interpretation : Based on the chart that was just shown, we can

deduce that out of a total of fifty customers, only 22 percent had
their account with PNB, while 25 percent had it with ICICI, 35
percent had it with SBI, 10 percent had it with PNB, and 8 percent
had it with CITI BANK. With the assistance of the chart, we are able
to observe that the Punjab National Bank has a significant distance

63
to go in order to get integrated into the customers' way of life. They
have to outperform their rivals by providing more services than their
rivals do, and they have to expand the scope of their offerings by
allowing customers to use their debit cards in the automated teller
machines of any bank.

64
Q.6 How important is the banking facilities for you ?

NOT VERY
AVERA
SERVICES IMPOR IMPORT
GE
TANT ANT
A.T.M Y
PHONE
Y
BANKING
LOCKER
Y
FACILITIES
CASH/CHEQU
Y
E PICK UP
INSURANCE Y
FACILITIES
WITH
YOUR Y

ACCOUNT
BANKING
Y
HOURS
DISCOUNT IN
RESTAURANT
Y
& SHOPPING
MALLS
FREE DRAFT/ Y
PAY ORDER Y
365 DAYS
BRANCH Y
BANKING

65
 Services and Customer’s needs

Interpretation : Before we go into the banking and account

opening procedures, let's have a look at the requirements and
demands of the client via the following table of information.
People have compiled a list of their criteria and marked the
following table with the significance they assign to each of those
requirements. Insurance and discount policies don't seem to have
much of an impact on customers, which is why services like
automated teller machines and telephone banking have been at the
top of the list when it comes to identifying and satisfying client
needs.

Q.7 How long have you been banking with them ?

1. Less than 1 year
2. 1-2 year
3. 3 year and above

66
 less than1 yr.
3yrs and
above 20%
25%

1-2 yrs.
55%

Figure. 6
Interpretation: It was discovered that out of a sample of fifty
people, fifty-five percent of those people had a bank account that
they had been using for one or two years, twenty percent of those
people had been using their bank account for less than a year, and
twenty-five percent of those people had been using their bank
account for three years or longer in their current bank. This
discovery was made after it was found that fifty-five percent of those
people had a bank account that they had been using for one or two
years. This was found out when it was discovered that fifty-five
percent of those persons had a bank account that they had been
using for either one or two years. This led to the revelation of this
fact. This was based on the finding that fifty-five percent of those
persons had a bank account that they had been using for either one

67
or two years. This conclusion was reached as a result of this
finding. As a consequence of this discovery, the aforementioned
conclusion was arrived at. As a direct consequence of this, the
overwhelming majority of them had accounts that had been set up
during the previous year or two.

68
Q. 8 Does your bank charges you on the transaction that you do on
the Debit Card ?

1. Yes
2. No

22

28

Yes No

Interpretation: It was discovered that out of the fifty samples that

were collected, approximately twenty-eight of them stated that their
bank charges for the debit card, whereas the remaining twenty-two
of them claimed that the bank does not charge for the debit card.
This was discovered after it was discovered that approximately
twenty-eight of them had stated that their bank charges for the debit
card. The fact that around twenty-eight of them had claimed that
their bank charges for the debit card led to the discovery of this fact.
This information came to light after the revelation that about twenty-
eight of them had stated that their bank charged for the use of their
debit card. After it was discovered that around twenty-eight of them

69
had said that their bank charged them for the usage of their debit
card, this information was brought to light. This was exposed when
it was revealed that just one of the fifty samples that were obtained
for the investigation tested positive for the substance that was in
question. These samples were taken as part of the inquiry. This
turned out to be an important discovery. In light of what has
occurred, this interpretation is the one that should have been
utilised from the beginning of this process.

70
 Q .9 How much do you use ATM ?

a) Daily

b) Monthly

c) Weekly

Interpretation : According to the findings of the study, just ten

percent of customers who answered the survey about their banking
habits reported using automated teller machines on a daily basis
(ATMs). The comments and suggestions collected from customers
are consistent with these findings, which makes complete and utter
sense in light of all that has been learned. On the other hand, sixty
percent of those customers do so on a weekly basis, while just thirty
percent do so on a monthly basis.

71
Q.10 Would you be interested in opening an account with the
Punjab National Bank ?

1. Yes

2. No

Interpretation : The Punjab National Bank maintains branches in

each of India's seven most populous and cosmopolitan cities,
including New Delhi, Mumbai, Calcutta, Chennai, Bangalore,
Hyderabad, and Ahmedabad. These cities are listed in alphabetical
order. It also has branches in tiny towns in both urban and rural
regions, so it can serve customers wherever. PNB is continually
focused on extending its operations overseas and, to this day, has
recognised many rising economies in other countries. More than 87
million prestigious clients are now being served by Punjab National
Bank.

72
PNB, which is one of the major nationalised banks, has made it a
priority to continue offering banking services that are both
responsible and reliable to its consumers. The Bank benefits from
solid foundations, a substantial franchise value, and a positive
brand image. The bank provides a diverse selection of goods and
services in order to maintain its competitive edge in the face of
more challenging market circumstances and to satisfy the rising
expectations of the population.

73
 CHAPTER -5
FINDINGS AND RECOMMENDATIONS

In the course of my study, I came to the realisation that clients

choose Punjab National Bank not just due to the ease of the whole
banking experience as a whole, but also as a status symbol. This
was my main takeaway from my investigation. I feel obligated to
acknowledge that my time spent working at Punjab National Bank
has provided me with a fantastic learning opportunity. This is
something that has awoken a significant amount of interest inside
me. In particular, I came across this fresh piece of knowledge when
I was working on the project that was assigned to me. It was
something that I picked up along the road. The fact that a consumer
has an account with Punjab National Bank is seen as a mark of
distinction for that customer, and the bank owes it to those
customers to do everything it can to live up to their commitments
and maintain their confidence in the bank. The fact that a consumer
has an account with Punjab National Bank is seen as a mark of
distinction for that customer. The fact that a client maintains an
account with Punjab National Bank is seen as a distinguishing
feature for that consumer in the eyes of Punjab National Bank. In
the viewpoint of Punjab National Bank, a customer's unique selling
point is the fact that they have an account with the financial

74
institution. This identifies the customer as being loyal to Punjab
National Bank.

For Punjab National Bank to be able to maintain wonderful

relationships with its clientele, it is necessary for the bank to provide
its customers with dependable "After Sale" services. As a
consequence of this, customers will have the opportunity to raise
the amount of faith that they place in the firm, which will, in turn,
inspire the Punjab National Bank to attract an even greater number
of new customers.

 Facilities for the clients like as automated teller machines, online

banking, phone banking, and so on are highly significant and
vital in today's society.
 PNB maintains a sizable share of the market's overall customer
base.
 The use of debit cards is preferred by the vast majority of
customers.
 22 percent of the people in the samples have an account with
the PNB.
 When selecting on a bank, customers give priority to financial
services..

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