A

PROJECT REPORT
ON
“A Study on Satisfaction Level of
Customer in Kangra Bank”

Submitted to Govt. Sidharth Degree College Nadaun

in the partial fulfillment of
“Bachelor of Business Administration”
SESSION: 2022-2025
Under the guidance of
MR. PARVINDER KUMAR
Submitted By
KHUSHBOO.
Roll No. – 5220610016
SIDHARTH GOVT. UTKRISHT COLLEGE NADAUN
 DECLARATION
I, Khushboo, a BBA student (batch 2022-2025) at, Sidharth Govt. Utkrisht College
Nadaun, hereby declares that the project title “Satisfaction Level of Customer in
Kangra Bank” is my original work and has not been submitted previously for the
award any Degree, Diploma, Fellowship, or other similar titles.

KHUSHBOO

6th semester

Roll no. 5220610016

SIDHARTH GOVT. UTKRISHT COLLEGE NADAUN

 SIDHARTH GOVT. UTKRISHT COLLEGE NADAUN

ACKNOWLEDGEMENT

I take immense pleasure in expressing my gratitude to all those who have

supported and encouraged me in completing this project. I extend my sincere
thanks to Dr. Anil Kumar Gautam, Principal of Sidharth Govt. Utkrisht College
Nadaun, for providing me with this opportunity. I am deeply grateful to my
project guide, Mr. Parvinder Kumar, for his continuous guidance and invaluable
suggestions throughout the study. A special thanks to Mrs. Kalpana Chadda,
Project Coordinator, for her constructive feedback and encouragement. Finally, I
express my heartfelt appreciation to my family, friends, and the customers of
Kangra Bank, whose cooperation made this research possible.

KHUSHBOO

6th semester

Roll no. 5220610016

SIDHARTH GOVT. UTKRISHT COLLEGE NADAUN

 INDEX
Chapter no. Title Page No.

Chapter 1: INTRODUCTION

Introduction

Significance of the cooperative sector

Vision and mission

Chapter 2: LITERATURE REVIEW

Chapter 3: RESEARCH DESIGN

Research problem
 Research Methodology

Objective of study

Chapter 4: DATA ANALYSIS AND

INTERPRETATION

Chapter 5: FINDING, SUGGESTIONS AND

CONCLUSION

Chapter 6: BIBILOGRAPHY AND ANNEXURE

Chapter 7: QUESTIONNAIRE

Chapter 8: QUESTIONNAIRE
CHAPTER-1

INTRODUCTION

INTRODUCTION
Customer satisfaction is a key determinant of success in the banking industry. KKC Bank, being a
reputed financial institution, aims to offer quality services to its customers. This study evaluates
customers' satisfaction levels by analyzing their experiences with banking services, customer
support, and digital banking facilities.
Customer satisfaction is a critical factor in the banking industry, as it directly impacts customer
retention, loyalty, and the overall reputation of a financial institution. Banks must continuously
enhance their services to meet customer expectations in today's competitive market. KKC Bank,
being a reputed financial institution, aims to deliver high-quality banking services to ensure
customer satisfaction.

This study evaluates customers' satisfaction levels by analyzing their experiences with various
banking services, including customer support, digital banking facilities, and overall service
efficiency. The research will provide insights into customer expectations, identify key areas for
improvement, and suggest measures to enhance the banking experience at KKC Bank.

HISTORY BACKGROUND OF KANGRA BANK

The historical background of Kangra Cooperative Bank is closely linked to the development of
the cooperative banking movement in India and the specific financial needs of the people in
Himachal Pradesh. The Bank was established with the aim of empowering underserved
communities and providing financial services to rural and urban populations.

The Kangra Cooperative Bank, established in 1920, plays a crucial role in the cooperative
banking sector of Himachal Pradesh. It was founded to support the financial needs of farmers,
small businesses, and rural communities.

Highlights of Kangra Banks' History: -

Year of Establishment: - 17th March 1920.
Inspired by the cooperative Movement (Cooperative Societies Act, 1912)
Focus on Financial Inclusion and Rural Development.
Support of Agriculture, small Enterprises, and Rural Banking
Kangra Bank, officially known as the Kangra Cooperative Bank, is one of the leading
cooperative banks in the Indian state of Himachal Pradesh. Established in 1960, it was created
to provide financial services to the people of the Kangra district, particularly focusing on helping
the agricultural community and small-scale businesses.

KKC Bank was established with the vision of providing comprehensive financial services to
individuals, businesses, and corporate clients. Since its inception, the bank has expanded its
network, offering a wide range of banking products such as savings and current accounts, loans,
investment options, and digital banking solutions.

satisfaction remains a key area of focus, as competition in the banking sector Over the years,
KKC Bank has embraced technological advancements, launching mobile and internet banking
platforms to enhance customer convenience. The bank has built a reputation for excellent
customer service, secure transactions, and a strong commitment to financial inclusion. Despite
its successes, the customer continues to grow. This study aims to evaluate how well KKC Bank
meets customer expectations and where improvements can be made

The term "Kangra Bank" can refer to two distinct cooperative banks in India:

1. The Kangra Central Co-operative Bank Ltd. (KCCB):

 o Establishment: Founded on March 17, 1920, KCCB has a rich history of serving
the financial needs of its community.

o Expansion: Over the years, KCCB expanded by merging with several banking
unions:

 Indore Banking Union in January 1956, leading to the opening of the

Nurpur branch.
 Palampur Banking Union in January 1957, resulting in the Palampur
branch.
 Nanaon Banking Union in October 1958, leading to the Hamirpur branch.

o Challenges: Post-partition in 1947, KCCB faced significant losses amounting to

₹10.64 lakhs.

o Services: KCCB offers a range of financial products and services, including various
deposit schemes, diverse loan products, and additional services to enhance
customer experience.

2. The Kangra Co-operative Bank Ltd.:

 o Establishment: This bank began as a small thrift and credit society in March
1960, founded by a group of friends from the Kangra district of Himachal
Pradesh. Their primary aim was to assist people from Himachal Pradesh residing
in Delhi to overcome financial hardships.

o Evolution: The society's dedication led to its transformation into a primary urban
cooperative bank in 1972, authorized by the Reserve Bank of India (RBI) to
accept public deposits.

Background and History:

The Kangra Bank was founded with the mission of promoting economic and social development
in the region. The state of Himachal Pradesh, known for its hilly terrain, has historically faced
challenges in accessing formal banking services, particularly in remote rural areas. The bank was
envisioned to address these gaps and to provide credit facilities to farmers, artisans, and small
businesses.

The founding of the bank was largely inspired by the cooperative movement, which sought to
empower communities by pooling resources and offering financial services that were otherwise
inaccessible. Kangra Bank became one of the early cooperatives in Himachal Pradesh, and its
success laid the foundation for the growth of similar banks in the region.

Financial Inclusion: The bank’s primary aim has been to serve the rural population, offering
credit and financial services to people who might not have access to conventional banks.
Support for Agriculture: Since its inception, Kangra Bank has had a strong focus on supporting
the agricultural sector by providing loans for farming, livestock, and agricultural projects.

Cooperative Development: It operates on a cooperative model, meaning that the bank is

owned and controlled by its members, which has enabled it to focus on local needs and
development.

Growth and Expansion:

Over the decades, the bank grew its network of branches, expanding its reach across Himachal
Pradesh. It diversified its offerings, not just limiting itself to agricultural loans but also offering
personal loans, home loans, and various types of deposit products. In the modern era, the bank
has also embraced technology, offering online banking services to cater to a wider population.

Importance in Regional Development:

Kangra Bank played a pivotal role in regional economic development by acting as a financial
backbone for the local economy. Farmers and small entrepreneurs relied heavily on the bank
for their credit needs. It provided essential funding during critical periods, such as for sowing
crops, purchasing farming equipment, or dealing with emergencies.

The bank has also been involved in other development projects, often working in tandem with
government initiatives to improve rural infrastructure, education, and healthcare.

HIGHLIGHT OF HISTORICAL BACKGROUND

 YEAR OF ESTABLISHMENT:
Kangra Cooperative Bank was established on 17-03-1920. Its primary goal was to provide
affordable financial assistance to local affordable financial assistance to local farmers, small
traders, and individuals with limited resources.
  INSPIRED BY THE COOPERATIVE MOVEMENT:
The Cooperative Banking movement in India began in 1904 with the enactment of the
“Cooperative Credit Societies Act”, designed to address the exploitation of farmers by
moneylenders. In 1912, the Cooperative Societies Act further strengthened the framework for
Cooperative institutions. This movement inspired the establishment of cooperative banks
across the country, including in Himachal Pradesh, where Kangra Cooperative Bank became a
prominent institution.

 ECONOMIC LANDSCAPE OF KANGRA REGION:

The Kangra Region, predominantly agriculture, relied heavily on farming, animal husbandry,
and handicrafts for livelihood. Before the bank’s establishment, local farmers and small
business owners often depended on informal moneylenders who charged exorbitant interest
rates. The bank was founded to provide an alternative, offering affordable and reliable credit
facilities.

 BASED INITIATIVES COMMUNITY:

 GRADUAL EXPANSION:
Starting as a small cooperative bank society, Kangra Cooperative Bank expanded over
the years to serve a large customer base. It diversified its services, addressing not just
credit needs but also savings, fixed deposits, and other financial products tailored to the
region’s socio-economic requirements.

 ROLE IN HIMACHAL PARDESH DEVELOPMENT: -

The bank has played a significant role in promoting the economic development of Himachal
Pradesh by supporting small-scale industries, agriculture activities, and self-help groups. It has
also contributed to improving financial literacy and fostering a culture of saving among the local
population.

Kangra Cooperative Bank (KCB) has played a significant role in the socio-economic
development of Himachal Pradesh, contributing to various areas like agriculture, rural
development, financial inclusion, and community empowerment. Below are the key roles of the
bank in the development of the state:

1. Promoting Agricultural Development: -

Agriculture forms the backbone of Himachal Pradesh’s economy, and Kangra Cooperative Bank
has played a crucial role in enhancing agricultural productivity through:

 Providing Agricultural Loans: The bank offers loans for crops, farm machinery,
irrigation, and dairy farming. This financial support helps farmers improve productivity,
adopt modern farming techniques, and increase their income.

 Supporting Farm Mechanization: By providing loans for the purchase of

machinery, the bank has facilitated the mechanization of agriculture, improving
efficiency and reducing labor costs.

2. Financial Inclusion: -

Kangra Cooperative Bank has worked towards improving access to banking services, particularly
for those in rural and remote areas of Himachal Pradesh:
  Branch Network Expansion: The bank has established numerous branches,
including in remote areas, ensuring that even the most isolated communities can access
banking services.

 Microfinance and Self-Help Groups (SHGs ): The bank has provided micro-
loans to SHGs, especially women’s groups, helping them start small businesses and
improving financial inclusion.

 Promotion of Digital Banking: The introduction of ATMs and digital banking

services has made banking more accessible, even in the rural parts of the state.

3. Empowering Rural Communities: -

Through its various financial products, the bank has empowered rural communities, especially
women and small entrepreneurs:

 Micro-loans for Women: By providing financial support to women in rural

areas, the bank has promoted women’s empowerment, helping them set up income-
generating activities and improve their livelihoods.

 Loans for Small Businesses: The bank supports small-scale industries and local
entrepreneurs, encouraging the development of the rural economy.

4. Rural Development Projects: -

The bank plays an active role in funding infrastructure and community development projects in
rural areas, such as:
  Irrigation and Water Conservation: KCB has been involved in funding
irrigation projects to improve water availability for farmers, thereby boosting
agricultural productivity.

 Rural Infrastructure: The bank has contributed to improving rural infrastructure,

such as roads, transportation, and market access, which helps farmers get better prices
for their produce.

5. Supporting Dairy and Livestock Farming: -

Dairy and livestock farming are important sectors in Himachal Pradesh, and KCB has supported
them through:

 Dairy Loans: The bank offers loans to farmers for setting up dairy farms, purchasing
livestock, and improving livestock management practices, providing a steady source of
income for rural households.

6. Community Upliftment: -

Kangra Cooperative Bank’s support for community-driven projects has helped uplift the
standard of living of the marginalized and disadvantaged sections of society:

 Empowering Farmers and Rural Communities : The bank's initiatives

have directly benefited farmers and rural communities by providing them with financial
tools to improve their productivity and income.

 Social Welfare: The bank participates in various social welfare initiatives aimed at
improving the living standards of rural populations.
7. Economic Impact: -

The bank’s activities have contributed significantly to the economic development of Himachal
Pradesh:

 Job Creation: By promoting rural businesses and supporting agricultural activities,

the bank has contributed to job creation, especially in the agricultural and small
enterprise sectors.

 Poverty Alleviation: Through financial inclusion and supporting income-

generating activities, KCB has played a part in reducing poverty in the state’s rural areas.

8. Capacity Building and Financial Literacy: -

Kangra Cooperative Bank conducts training programs and workshops to increase financial
literacy among rural populations, teaching them about savings, loans, and responsible financial
management. These programs help enhance the financial awareness of people, especially in
remote areas, contributing to a more financially literate society.

9. Disaster Relief and Support: -

In times of natural calamities, such as floods or droughts, Kangra Cooperative Bank has
provided financial support to the affected communities, offering relief loans and funding
reconstruction efforts.

SIGNIFICANCE IN THE COOPERATIVE SECTOR

Kangra Cooperative Bank is a testament to the success of the cooperative banking model in
India. Its commitment to mutual benefit, transparency, and inclusive growth has made it a vital
financial institution in the region. Over time, it has adapted to changing economic conditions,
embracing technology and modern banking practices while staying true to its cooperative roots.
This historical foundation has enabled Kangra Cooperative Bank to evolve into a trusted partner
for economic empowerment and regional development.

Kangra Bank is a leading cooperative financial institution that bridges the gap between urban
and rural banking. It provides financial assistance to marginalized communities and supports
regional economic growth.

INTRODUCTION TO KANGRA COOPERATIVE

The cooperative banking sector in India holds a unique place in the country’s financial
ecosystem, serving as a bridge between formal banking institutions and the underprivileged
sections of society. Among these, the Kangra Cooperative Bank stands out as empowering rural
and semi-urban communities. The bank was founded with the primary aim of promoting
financial inclusion, fostering mutual support, and enhancing the socio-economic well-being of
its members.

VISION AND MISSION: - The Kangra Cooperative Bank emerged in

the picturesque region of Himachal Pradesh, drawing inspiration from the rich tradition of
cooperation and collective growth that characterizes the state's people. It operates on the
principles of cooperative banking, where the bank's ownership, management, and benefits are
shared among its members. This unique model ensures that the bank serves not only as a
financial institution but also as a community-driven entity focused on addressing local
challenges and supporting the aspirations of its stakeholders.

The vision of the Kangra Cooperative Bank is to create an inclusive financial ecosystem that
bridges the gap between urban and rural economies, enabling all sections of society to access
affordable banking services. Its mission is centered around providing reliable, transparent, and
customer-centric banking solutions while adhering to the core values of integrity, cooperation,
and mutual benefit.

The bank envisions itself as a catalyst for economic development, particularly in rural areas, by
offering affordable credit facilities, encouraging saving habits, and supporting small-scale
enterprises. By adhering to its cooperative principles, the bank fosters a sense of ownership and
accountability among its members, creating a sustainable and participatory financial
environment.

Vision: -
To create an inclusive financial ecosystem, ensuring financial accessibility to all sections of
society. The vision of a bank describes its long-term aspirations and the ultimate goal it aims to
achieve in the future. Regarding customer satisfaction, KCC Bank's vision might focus on
becoming a leading cooperative bank that provides seamless, innovative, and customer-
friendly banking solutions.

 Example:-
"To be the most trusted and customer-centric cooperative bank, ensuring financial
inclusion and superior banking experiences for all."

🔹 Impact on Customer Satisfaction:

 Encourages a long-term commitment to quality service.

 Helps align banking innovations with customer needs.
 Builds trust and reliability among customers.

Mission: -
To provide customer-centric banking solutions while promoting integrity, cooperation, and
transparency. The mission statement outlines the specific actions and strategies the bank will
implement to fulfill its vision. It focuses on day-to-day operations, customer service, and
business ethics.

 Example
"To provide affordable, transparent, and customer-friendly banking services, using
technology and a customer-first approach to enhance financial well-being."

🔹 Impact on Customer Satisfaction:

 Defines how the bank interacts with customers daily.

 Ensures the availability of efficient and user-friendly banking services.
 Drives efforts to improve customer experience through digital banking, faster services, and
better grievance redressal.

HISTORICAL BACKGROUND: -
The cooperative movement in India gained momentum in the early 20 th century as a response
to the exploitative practices of moneylenders and the lack of credit facilities for farmers and
small businesses. Kangra, a region known for its agrarian economic and small-scale industries,
faced similar challenges. The need for a reliable financial institution that could address the
specific needs of the local population led to the establishment of the Kangra Cooperative Bank.

Initially starting as, a small cooperative society, the bank gradually expanded its operations and
transformed into a full-fledged cooperative bank. Over the decades, it has grown in terms of
both membership and financial strength, establishing itself as a trusted institution in the region.

ORGANIZATION STRUCTURE: -
The Kangra Cooperative Bank operates under the governance of a democratically elected board
of directors, representing its members. This participatory approach ensures that the bank’s
policies and decisions align with the interests of its stakeholders. The bank follows a
transparent and accountable management framework, with a focus on maintaining financial
stability and operational efficiency.

The organizational structure of the bank includes various departments responsible for key
functions such as credit disbursement, customer service, risk management, and digital banking,
the staff members are trained to uphold the values of the cooperative movement while
delivering professional and customer-friendly services.

SERVICES AND PRODUCTS: -

One of the key strengths of the Kangra Cooperative Bank is its diverse range of financial
products and services tailored to meet the unique needs of its customers. The bank offers
savings accounts with attractive interest rates and minimal charges, encouraging individuals to
cultivate the habit of saving. These accounts are designed to cater to both urban and rural
customers, providing flexibility and accessibility.
 Saving Account: -
The bank offers savings accounts with attractive interest rates and minimal charges,
encouraging individuals to cultivate the habit of saving. These accounts are designed to cater to
both urban and rural customers, providing flexibility and accessibility.

 Loan facilities: -
A major focus of the bank is on providing affordable credit facilities to farmers, small
businesses, self-help groups, and individuals. The loans are designed to support various
purposes, including agriculture, education, housing, and business expansion. The bank’s
customer-centric approach ensures that the loan application process is simple and efficient.

 Fixed Deposits and Recurring Deposits: -

The bank provides fixed deposit and recurring deposit schemes with recurring deposit schemes
with competitive interest rates, offering customers a safe and rewarding investment option.

 Digital Banking Services: -

In recent years, the Kangra Cooperative Bank has embraced digital transformation to enhance
its service delivery. Online banking, mobile banking, and ATM services are now integral to its
operations, providing the customer with convenient access to their accounts and transaction.

 Agricultural and Rural Development

Schemes: -
Recognizing the importance of agriculture in the regional economy, the bank has introduced
specialized schemes to support farmers. These include crop loans, equipment financing, and
insurance services, aimed at improving agricultural productivity and resilience.

PERSONAL BANKING SERVICES: -

Accounts & Deposits

 Savings Account
 Regular Savings Account
 Savings Plus Account
 Savings Max Account
 Senior Citizens Account
 No Frills Account
 Institutional Savings Account
 Payroll Salary Account
 Classic Salary Account
 Regular Salary Account
 Premium Salary Account
 Defense Salary Account
 Kid's Advantage Account
 Pension Saving Bank Account
 Family Savings Account
 Kisan No Frills Savings Account
 Kisan Club Savings Account
Current Account

 Plus, Current Account

 Trade Current Account
 Premium Current Account
 Regular Current Account
 Apex Current Account
 Max Current Account
 Reimbursement Current Account

Fixed Deposit

 Regular Fixed Deposit

 Super Saver Account
 Sweep-in
 Account Recurring
 Deposit Demat
 Account
 Safe Deposit Locker

Loans

 Personal Loans
 Home Loans
  Two Wheeler Loans
 New Car Loans 33333
 Used Car Loans
 Overdraſt against Car
 Express Loans
 Loan against Securities
 Loan against Property
 Commercial Vehicle Finance
 Working Capital Finance
 Construction Equipment Finance

Investments & Insurance

 Mutual Funds
 Insurance
 Bonds
 Financial Planning
 Knowledge Centre
 Equities & Derivatives
 Mudra Gold Bar

Forex Services

 Trade Finance
 Traveler’s Cheque
 Foreign Currency Cash
  Foreign Currency Dra ſts
 Foreign Currency Cheque Deposits
 Foreign Currency Remittances
 Forex Plus Card

Payment Services

 Net Safe
 Prepaid Refill
 Bill Pay
 Direct Pay
 Visa Money Transfer
 E-Monies Electronic Funds Transfer
 Excise & Service Tax Payment

Access Your Bank - One View

 Instant Alerts
 Mobile Banking
 ATM
 Phone Banking
 Branch Network

Cards

 Silver Credit Card

 Gold Credit Card
 Woman's Gold Credit Card
 Platinum Plus Credit Card
  Titanium Credit Card
 Value Plus Credit Card
 Health Plus Credit Card
 KCC Bank Idea Silver Card
 KCC Bank Idea Gold Card

WHOLESALE BANKING SERVICES

 Funded Services
 Non Funded Services
 Value Added Services
 Internet Banking
 Clearing Sub-Membership
 RTGS – sub membership
 Fund Transfer

ATM Tie-ups
 Corporate Salary a/c
 Tax Collection
 Financial Institutions
 Mutual Funds
 Stock Brokers
 Insurance Companies

NRI BANKING SERVICES

 Rupee Saving a/c
 Rupee Current a/c
  Rupee Fixed Deposits
 Foreign Currency Deposits
 Accounts for Returning Indians
 Payment Services
 Net Safe
 Bill Pay
 Insta Pay
 Direct Pay
 Visa Money
 Online Donation
 Remittances

Role in Socio-Economic Development

The Kangra Cooperative Bank plays a pivotal role in driving socio-economic development in the region.
By providing affordable credit and promoting savings, the bank empowers individuals and communities
to achieve financial stability and self-reliance. Its initiatives have had a significant impact in several
areas:

1. Empowering Small Businesses: -

The bank’s support for micro, small, and medium enterprises (MSMEs) has contributed to job creation
and economic growth. Many local entrepreneurs have benefited from bank loans, which have enabled
them to establish and expand their businesses.

2. Promoting women's Empowerment: -

Through its targeted schemes for help groups and women entrepreneurs, the bank has encouraged
women to participate in economic activities and improve their financial independence.

3. Enhancing Agriculture Productivity: -

By providing timely credit and resources to farmers, the bank has played a crucial role in enhancing
agricultural productivity and ensuring food security in the region.

4. Supporting Education and Housing: -

The banks' education loans have enabled many students to pursue higher education, while its housing

loans have helped families achieve the dream of owning a home .

5. Fostering Financial Literacy: -

The bank actively conducts financial literacy programs to educate people about the benefits of banking
and the importance of financial planning and technological advancements. However, the bank also has
numerous opportunities.

CHALLENGES AND OPPORTUNITIES: -

Like any financial institution, the Kangra Cooperative Bank faces several challenges, including
competition from commercial banks, regulatory compliance, and the need to adapt to strengthen its
position and expand its reach.

By leveraging technology, enhancing customer service, and exploring innovative financial products, the
bank can continue to meet the evolving needs of its customers. Additionally, its strong community
connections and cooperative ethos provide a solid foundation for sustained growth.

SWOT ANALYSIS

 STRENGTH:
  The biggest strength of the Bank is Direct Banking channels. As Direct banking channels
save me money as a customer does not need to go to the bank for any kind of
transition except cash withdrawals and cash deposits all other things are done using
anywhere in the world.
 All services or products of KCC Bank are available through direct banking channels.
 Free ATM, Net Banking, Mobile Banking, Phone Banking, and 24-hour services.
 Very easy to access and use.
 A highly personalized service provided by the bank.
 KCC’s Direct Banking channels provide real and accurate information.

 WEAKNESS:
 Other private banks have started direct banking channels which may put some competition
to KCC Bank soon.
 Resistance to Change.
 One should know the operations of computers and of course the Internet

 OPPORTUNITIES:
 Centralized banking makes it easy for KCC Bank to provide

services to customers.

 A huge market of shareholders.

 THREATS
 Centralized banking makes it easy for KCC Bank to provide
services to customers.
 Huge market of shareholders.
 Vulnerable to reactive by competitors.
 Awakes of web hackers.
 Lack of infrastructure in rural areas could constrain investment.
 High volume / low-cost market is intensely competitive.
 CHAPTER-2
Literature Review
LITERATURE REVIEW
Kangra Central Cooperative Bank (KCCB), established in 1920, is a pivotal financial institution in
Himachal Pradesh, India. It plays a crucial role in providing financial services to the rural
population, thereby contributing to the state's economic development.

 Financial Performance Analysis (2004-2024): A study published

in MANTHAN: Journal of Commerce and Management examined KCCB's financial
performance over a decade. The research utilized financial ratios to assess profitability,
liquidity, and solvency. The findings indicated that the bank's overall performance
improved during the study period, with notable changes in liquidity and profitability
trends.

 Comparative Study with Himachal Pradesh State

Cooperative Bank: Research comparing KCCB with the Himachal Pradesh State
Cooperative Bank focused on shareholders' funds, deposit mobilization, and advances.
The study concluded that while both banks showed growth, KCCB demonstrated
consistent performance, particularly in deposit growth, with an average annual increase
of approximately 15%.

 Comprehensive Analysis of Financial Health: A research paper

provided an in-depth analysis of KCCB's financial health, resources, assets, and
operational performance. The study highlighted the bank's resource management and
operational efficiency, contributing to its financial stability.

Retail Asset Portfolio

An analysis of KCCB's retail asset portfolio examined its lending practices over six years. The
study assessed the bank's approach to consumer lending, portfolio diversification, and risk
management strategies. The findings offered insights into the bank's retail banking operations
and customer engagement.

Consumer Perceptions

A project report focused on consumer perceptions of KCCB explored customer satisfaction,

service quality, and the bank's reputation. The study aimed to understand consumer attitudes
toward the bank's products and services, providing valuable feedback for strategic
improvements.

Comparative Financial Performance (2017-2024)

A recent study compared the financial performance of KCCB with Himachal Gramin Bank (HGB)
from 2017 to 2024. The analysis covered various financial parameters, including deposit
growth, borrowing, shareholders' funds, advances, and net profit. The study found that while
both banks exhibited growth, HGB demonstrated more robust and consistent performance
across several indicators.

Financial report of cooperative

society’s
 CHAPTER—3
Objective of study

Objective of study

 To measure the satisfaction level of customers and factors affecting customer

satisfaction.
 To understand customer needs, and expectations and analyze the quality of banking
services.

RESEARCH
Methodology
 RESEARCH PROBLEM
Customer satisfaction is key in the banking industry, influencing customer retention, brand
loyalty, and overall business success. KKC Bank faces increasing competition from traditional
and digital banking services, making it crucial to understand how well its services meet
customer expectations. However, limited research exists on the specific factors that drive
customer satisfaction in KKC Bank, including service quality, responsiveness, digital banking
experience, and problem resolution. Identifying these factors can help KKC Bank improve its
services and enhance customer loyalty.

customer satisfaction is a key determinant of organizational success in the banking sector. This
study identifies the factors influencing Kangra Bank, including:

Issues to Explore in the Research Problem:

1. Impact of Service Quality on Customer

Satisfaction in KKC Bank
Problem Statement: Service quality is a major determinant of customer satisfaction in the banking
sector. If customers perceive poor service in aspects such as responsiveness, reliability, and assurance,
they may switch to competitors. This study aims to evaluate how service quality affects customer
satisfaction in KKC Bank and identify areas for improvement.

2. The Role of Digital Banking in Customer

Satisfaction at KKC Bank
Problem Statement: With the rise of digital banking, customer expectations have shifted. Many
customers prefer mobile and internet banking over traditional services. This study explores
whether KKC Bank’s digital banking services meet customer expectations and what
improvements are needed to enhance user satisfaction.
3. Customer Satisfaction and Loyalty: A Case
Study of KKC Bank
Problem Statement: Customer satisfaction directly influences customer loyalty, which affects a
bank's long-term profitability. If customers are not satisfied, they may not stay loyal to KKC
Bank. This research examines the link between customer satisfaction and loyalty, identifying
key drivers of retention.

4. Effectiveness of Complaint Handling and Its

Impact on Customer Satisfaction in KKC Bank

Problem Statement: Handling customer complaints efficiently is crucial for maintaining

satisfaction. Poor complaint resolution may lead to negative customer experiences. This study
evaluates how well KKC Bank resolves customer complaints and its impact on overall
satisfaction.

5. Factors Affecting Customer Satisfaction in

Loan and Credit Services at KKC Bank

Problem Statement: Many customers rely on banks for loans and credit services. However,
lengthy processes, high interest rates, and poor communication can lead to dissatisfaction. This
study examines how loan processing, interest rates, and customer service impact customer
satisfaction.
6. Customer Satisfaction in Rural vs. Urban
Branches of KKC Bank

Problem Statement: Customers in rural and urban areas may have different expectations and
experiences with banking services. This research aims to compare satisfaction levels in different
branches of KKC Bank and identify service gaps.

7. Impact of Employee Behavior and

Communication on Customer Satisfaction in
KKC Bank
Problem Statement: Employee behavior, politeness, and effective communication significantly
impact customer satisfaction. This study explores how frontline staff behavior influences
customer experience at KKC Bank.

Points Affecting Customer Satisfaction

 Service Quality (speed, efficiency, professionalism).

 Staff Behavior (courtesy, responsiveness, problem-solving ability).
 Banking Facilities (ATM services, mobile banking, internet banking).
 Interest Rates & Charges (loan interest, account maintenance charges).
 Complaint Resolution (how quickly and effectively the bank resolves).
 Branch Infrastructure (cleanliness, seating, parking, ease of access).
RESEARCH METHODOLOGY

 What is Research Methodology?

Research methodology is a way of explaining how a researcher intends to carry out their
research. It is a logical, systematic plan to resolve a Research problem.

A way of systematically solving the research problem by logically adopting various steps.

 Methods of Research Methodology

A. Primary Data Collection (Direct

Customer Input)

1. Survey (Questionnaire-Based Data Collection)

 A structured questionnaire will be used to gather responses from
customers.

 Format: Multiple choice, Likert scale (1-5 ratings), and open-ended

questions.

 Survey Channels:
o Online (Google Forms, WhatsApp, email).

o Offline (Physical copies at bank branches).

 Key Areas Covered in the Survey:
 o Banking Services (Account opening, deposits, withdrawals,
loans).

o Digital Banking Experience (Mobile banking, net

banking).

o Employee Behavior & Responsiveness

(Friendliness, professionalism, problem resolution).

o Transaction Efficiency (Speed, accuracy, security).

o Overall Satisfaction & Willingness to

Recommend.

2. Personal Interviews (Qualitative Data Collection)

 Conduct semi-structured interviews with selected customers.

 Gather detailed opinions on satisfaction, complaints, and suggestions.

3. Focus Group Discussions (FGDs)

 Small group discussions (6-10 customers per group) to

explore opinions in detail.
 Helps uncover customer expectations and areas needing improvement.

4. Observation Method

 Observe customer interactions at bank branches.

 Evaluate response times, staff professionalism, and customer
engagement.
B. Secondary Data Collection

1. Bank’s Internal Reports:

o Customer complaint records.
o Feedback from previous surveys.
o Branch-wise customer service performance reports.

2. Industry Benchmarking:
o Compare customer satisfaction levels with other cooperative banks.

3. Previous Research Studies:

o Review studies on customer satisfaction in the banking sector.

4. Sampling Methodology
A. Target Population

 Customers of Kangra Cooperative Bank, including:

o Savings & Current Account Holders
o Loan Customers (Personal, Business, Agricultural)
o Digital Banking Users
o Senior Citizens & Rural Customers

B. Sampling Technique

 Stratified Random Sampling:

o Ensures balanced responses from different customer groups.

 Quota Sampling:
 o Set quotas for each branch or customer type to ensure
representation.

B. S
C. sample Size Determination

 Minimum 100 for statistical reliability.

 Larger sample sizes provide more accurate results.

5. Data Analysis Techniques

A. Quantitative Analysis (Survey Data)

 Descriptive Statistics:
o Mean, median, mode, percentage analysis.

 Inferential Statistics:
o Regression Analysis.
o Correlation Analysis (relationship between service quality &
satisfaction).

 Customer Satisfaction Index (CSI):

o Measures overall satisfaction on a scale.

B. Qualitative Analysis (Interviews & FGDs)

 Thematic Analysis: Identify recurring themes from open-ended

responses.
 Word Cloud Analysis: Identify frequently mentioned concerns.
Chapter- 4

Data analysis and interpretation

1: - Which of the following services do you use at FEM

Kangra Bank?

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