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Patiala Central cooperative bank project report 2010

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					COMPARATIVE STUDY OF THE CUSTOMER PERCEPTION

                    COOPERATIVE BANK & SBOP




   A training report submitted in partial fulfillment of the requirement for the degree of

   MASTERS OF BUSINESS ADMINISTRATION
                                   (2009-2011)
                                      Submitted by:
                           Name of Student: BUTTA SINGH

                                   MBA – II SEC C
                                    Roll No.: 5871




       SCHOOL OF MANAGEMENT STUDIES
      PUNJABI UNIVERSITY PATIALA
2
                                             PREFACE



       The Six Week Vocational Training Programme has been introduced by the Punjabi University

for an elaborate and practical study on selected topics related to Management from the company.

       An employee when joins the organization is just a raw individual, who does not posses the

desired level of skill and knowledge to produce the standard output. Also, the employees are required to

be up to date according to the technological changes. To achieve these objectives some kind of training

is required. In other words the organization need to maintain a viable and knowledgeable work force to

meet the current and future challenges. For this training is the only medium/method/weapon by which

organization can achieve the objectives. So training is a continuous process, which exist till the

organization sustains.

       The project work about the survey is a small piece of research work in various aspects of the

training. While carrying out I got opportunities to interact with employees at various levels and the

people which enhanced my practical knowledge and experience in regard to the topic.




                                                                                                      3
                                    ACKNOWLEDGEMENT



       Before we get into the thick of thing, I would like to say that it was a great pleasure & privilege

for me to have the opportunity of undertaking the training at Pta. Central Cooperative Bank, Daun

Kalan, Patiala for a period of 6 weeks as my MBA marketing training. I would like to thank the Bank

for providing me such an opportunity.

    To test the student’s academic knowledge in practical conditions of life, eight weeks summer

training has been included in the Masters of Business Administration (Marketing) course. I express my

gratitude to Summer Internship Coordinator Mr. Sandeep Virdi for allowing me to undergo summer

training in The Punjab State Cooperative Bank Ltd.

    I have the honor to express my sincere thanks to the management of the bank for providing me the

opportunity to pursue my training in their organization. I place on record my thanks to Mr. N. K.

Mahindru for giving me every sort of help and guidance.

    My summer training has added to my practical knowledge and build up my confidence. I thank once

again all the staff members of the bank with the active support of whom I was able to complete my

project report successfully. I am sure that the knowledge & information that I have gained during this

period would be of immense value for my growth in business world.




                                                                                    Butta Singh
                                                                                    MBA-II, Sem. III
                                                                                    Roll No. 5871




                                                                                                        4
                          TABLE OF CONTENTS


                                              Page No.

          LIST OF ABBREVIATIONS USED             6

          LIST OF FIGURES, TABLES, GRAPHS        7

          EXECUTIVE SUMMARY                      8

CHAPTER        NAME

   I      INTRODUCTION TO BANKING SECTOR        9-12

  II      COOPERATIVE BANKING                  13-40

  111     STATE BANK OF PATIALA                41-46

  1V      PROJECT OVERVIEW, RATIONALE,         47-48

          OBJECTIVES

  V       RESEARCH METHODOLOGY                 49-50

  V1      DATA ANALYSIS AND INTERPRETATION     51-64

  V11     FINDINGS, RECOMMENDATIONS,           65-69

          LIMITATIONS AND CONCLUSION

          BIBLIOGRAPHY                          70

          ANNEXURE                             71-73




                                                         5
                   LIST OF ABBREVATION USED


SCB:     State Cooperative Banks

SLDB:    State Land Development Banks

UCB:     Urban Cooperative Banks

CCB:     Central Cooperative Banks

CLDB:    Central Land Development Banks

PACS:    Primary Agricultural Credit Societies

PLDB:    Primary Land Development Banks

RRB:     Regional Rural Banks

Cop:     Cooperative

PSADB:   Punjab State Agricultural Development Bank

PSCB:    Punjab State Cooperative Bank

PADB:    Primary Cooperative Agricultural Development Bank

A/c:     Account

PAN:     Permanent Account Number

HUF:     Joint Hindu Family

FDR:     Fixed Deposit Receipt

SB:      Savings

RCC:     Revolving Cash Credit

NFS:     Non Farming Sector

CASS:    Cooperative Agricultural Savings Societies

SBOP:    State Bank of Patiala




                                                             6
      A. LIST OF FIGURES
                                                                Page No.
STRUCTURE OF INDIAN BANKING                                        13
STRUCTURE OF COOPERATIVE BANKING                                   17




      B. LIST OF TABLES
                                                                Page No.
DISTRICT CENTRAL COOPERATIVE BANKS                                 22
BRANCHES OF PATIALA CENTRAL COOPERATIVE BANK                       25
DEPOSIT AND INTEREST SCHEMES INTEREST RATES                      26-27
DIFFERENT LOAN SCHEMES OF COOPERATIVE BANKS                      33-39
TYPES OF LOANS BY SBOP                                             44
DEPOSIT AND LOAN RATE OF INTEREST SBOP                           45-46
LEVEL OF PREFERENCE


      C. LIST OF GRAPHS
                                                                Page No.
6.1    DEMOGRAPHIC ANALYSIS BASED ON OCCUPATION                    55
6.2    TYPE OF ACCOUNT                                             56
6.3    CUSTOMERS WHO HAVE TAKEN LOAN FROM THE BANK                 57
6.4    INFORMATION SOURCE OF SCHEMES AND SERVICES OF BANK          58
6.5    RATE OF INTEREST PREFERRED                                  58
6.6    APPRECIATION FOR BEING A GOOD CUSTOMER                      59
6.7    FUTURE PREFERABLE BANK (A) (B)                              60
6.8    MOTIVATIONAL FACTORS                                        61
6.9    INFLUENCE OF IMAGE OR BRAND OF THE BANK                     62
6.10 ESSENTIALITY OF COMPUTERIZED BANKING                          63
6.11 CUSTOMER DIFFER IN PERCEPTION FOR A GOVT. & PRIVATE BANK      64



                                                                         7
                                   EXECUTIVE SUMMARY

       The report contains introduction to Banks, which includes past, present and future of banks and

challenges for banking industry in future. Banks plays the most important role in providing various

banking services. Earlier the banks were engaged in accepting and lending money. But in the recent

past the scope of services provided by the banks has increased. The growing competition requires

prompt and efficient services to the customers at reasonable cost. These days bank aim to provide

maximum satisfaction to their customers. Next Part contains bank profile, Bank profile shows the Bank

status, Mission and Vision of PUNJAB STATE CO-OPERATIVE BANK AND THE PATIALA

CENTRAL CO-OPERATIVE BANK LTD. The main purpose of this Bank was to cater the rapidly

developing financial services sector. The Bank mainly deals in Deposits and Loans. This part also

contains the Bank profile of STATE BANK OF PATIALA, because the project is about the

comparison of the customer perception of the Cooperative Bank and State Bank of Patiala. Next Chapter

is about the Research Methodology, which includes justification about the topic selected, the objective

of the study, Scope of the study and sources of information (primary as well as secondary). It also

includes various limitations during the course of the project. Next part of this report is about the data

interpretations and its findings. Next are the Recommendations, the various proposals that the

Cooperative bank could apply for maintaining its position in the region and to face future challenges and

the suggestions for the improvement. Then there are the limitations and the conclusion of the study.




                                                                                                       8
                                             CHAPTER I



                          INTRODUCTION TO BANKING SECTOR

       A Bank is a financial institution licensed by a government. Its primary activities include

borrowing and lending money. Many other financial activities were allowed over time. For example

banks are important players in financial markets and offer financial services such as investment funds.

The level of government regulation of the banking industry varies widely, with countries




TYPES OF BANKS
Banks' activities can be divided into:-

Retail banking, dealing directly with individuals and small businesses;

Business banking, providing services to mid-market business; corporate banking, directed at large

business entities;

Private banking, providing wealth management services to high net worth individuals and families;

Investment banking, is relating to activities on the financial markets. Most banks are profit-making,

private enterprises. However, some are owned by government, or are non-profit organizations.

Central banks are normally government-owned and charged with quasi-regulatory responsibilities,

such as supervising commercial banks, or controlling the cash interest rate. They generally provide

liquidity to the banking system and act as the lender of last resort in event of a crisis.




                                                                                                     9
                                IMPORTANCE OF A BANK



 SAFETY OF MONEY:

  The money with the bank remains in safe custody there is always risk in keeping cash with one’s

  own self. It may be lost or stolen. Businessman likes to keep money with a bank to avoid risks of

  money the customer need not keep large some of money.

 IT CULTIVATES HABIT OF SAVING:

  Banks cultivates the habit of saving in the Bank on the one hand are safe and on the other earned

  interest for the depositor who prompted to safe and deposit money in their banks accounts.

 FINANCIAL HELP TO CUSTOMER:

  Banks allows overdraft facilities to their customer so whenever a customer needs money he can even

  withdraw more money then the balance in his account. Bank also grants loans and credit facilities to

  their customers.

 SAFE CUSTODY OF VALUABLE ARTICLES :

  Valuable articles deals security etc. can also be deposited in the bank for safe custody. Safe deposit

  vaults are provided by bank storing for these valuables.

 OTHER INFORMATION:

  By opening an account with a bank, the customers may also take advantages of various other

  services providing by the banks, such a purchase and sale of securities, travelers cheque etc.




                                                                                                     10
                                      BANKING IN INDIA



       Without having sound and effective banking system India cannot have healthy economy. The

banking system of India should not only be hassle free but it should be able to meet new challenges

posed by the technology and any other external and internal factors. Banking in India originated in the

last decades of the 18th century. The oldest bank in existence in India is the State Bank of India, a

government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank

in the country. Central banking is the responsibility of the Reserve Bank of India, which in 1935

formally took over these responsibilities from the then Imperial Bank of India, relegating it to

commercial banking functions. After India's independence in 1947, the Reserve Bank was nationalized

and given broader powers. In 1969 the government nationalized the 14 largest commercial banks; the

government nationalized the six next largest in 1980.

       Currently, India has 293 scheduled commercial banks (SCBs) - 27 public sector banks (that is

with the Government of India holding a stake), 30 private banks (these do not have government stake;

they may be publicly listed and traded on stock exchanges) and 40 foreign banks.

       The oldest bank in existence in India is the State Bank of India, which originated in the Bank of

Calcutta in June 1806, which almost immediately became the Bank of Bengal. This was one of the three

presidency banks, the other two being the Bank of Bombay and the Bank of Madras, all three of which

were established under charters from the British East India Company. For many years the Presidency

banks acted as quasi-central banks, as did their successors. The three banks merged in 1925 to form the

Imperial Bank of India, which, upon India's independence, became the State Bank of India




                                                                                                     11
                       STRUCTURE OF INDIAN BANKING


                            RESERVE BANK OF INDIA
                                    (RBI)




                           SCHEDULED BANKS IN INDIA




 COMMERCIAL BANKS                                   COOPERATIVE BANKS




                                        URBAN                   STATE
                                        COOPERATIVES (52)       COOPERATIVES (16)




REGIONAL      PRIVATE            PUBLIC         FOREIGN
RURAL         SECTOR             SECTOR         BANKS
BANKS (196)   BANKS (30)         BANKS (27)     (40)




                                          NATONALIZED       SBI AND ASSOCIATE
                                          BANKS (19)        BANKS (8)
     OLD                   NEW
     (22)                  (8)




                                                                                    12
                                           CHAPTER II

                      COOPERATIVE BANKING INTRODUCTION

       Cooperative banking is retail and commercial banking organized on a cooperative basis.

Cooperative banking institutions take deposits and lend money in most parts of the world. The

Cooperative banks have a history of almost 100 years. The Cooperative banks are an important

constituent of the Indian Financial System, judged by the role assigned to them, the expectations they

are supposed to fulfill, their number, and the number of offices they operate. The cooperative movement

originated in the West, but the importance that such banks have assumed in India is rarely paralleled

anywhere else in the world. Their role in rural financing continues to be important even today, and their

business in the urban areas also has increased phenomenally in recent years mainly due to the sharp

increase in the number of primary cooperative banks. While the cooperative banks in rural areas mainly

finance agricultural based activities including farming, cattle, milk, hatchery, personal finance etc. along

with some small scale industries and self-employment driven activities, the co-operative banks in urban

areas mainly finance various categories of people for self-employment, industries, small scale units,

home finance, consumer finance, personal finance, etc.



DEFINITION

A cooperative bank is a financial entity which belongs to its members, who are at the same time the

owners and the customers of their bank.




                                                                                                         13
                     ORIGIN OF COOPERATIVE BANKS IN INDIA



       The origins of the cooperative banking movement in India can be traced to the close of

nineteenth century when, inspired by the success of the experiments related to the cooperative

movement in Britain and the cooperative credit movement in Germany, such societies were set up in

India. They are the primary financiers of agricultural activities, some small-scale industries and self-

employed workers. The Anyonya Cooperative Bank in India is considered to have been the first

cooperative bank in Asia.

       Cooperative movement is quite well established in India. The first legislation on cooperation was

passed in 1904. In 1914 the Maclagen committee envisaged a three tier structure for cooperative banking

viz. Primary Agricultural Credit Societies (PACs) at the grass root level, Central Cooperative Banks

(CCBs) at the district level and State Cooperative Banks (SCBs) at state level or Apex Level. The first

urban cooperative bank in India was formed nearly 100 years back in Baroda.

       In the beginning of 20th century, availability of credit in India, more particularly in rural areas,

was almost absent. Agricultural and related activities were starved of organized, institutional credit. The

rural folk had to depend entirely on the money lenders, who lent often at usurious rates of interest.

       The cooperative banks arrived in India in the beginning of 20th Century as an official effort to

create a new type of institution based on the principles of cooperative organization and management,

suitable for problems peculiar to Indian conditions. These banks were conceived as substitutes for

money lenders, to provide timely and adequate short-term and long-term institutional credit at

reasonable rates of interest. In the formative stage Cooperative Banks were Urban Cooperative Societies

run on community basis and their lending activities were restricted to meeting the credit requirements of

their members. The concept of Urban Co-operative Bank was first spelt out by Mehta Bhansali

Committee in 1939 which defined on Urban Cooperative Bank. Provisions of Section 5 (CCV) of



                                                                                                        14
Banking Regulation Act, 1949 (as applicable to Co-operative Societies) defined an Urban Cooperative

Bank as a Primary Co-operative Bank other than a Primary Cooperative Society was made applicable in

1966.



FEATURES OF COOPERATIVE BANKS

       Cooperative Banks are organised and managed on the principal of co-operation, self-help, and

        mutual help. They function with the rule of "one member, one vote". Function on "no profit, no

        loss" basis.

       Cooperative banks, as a principle, do not pursue the goal of profit maximization.

       Cooperative bank performs all the main banking functions of deposit mobilization, supply of

        credit and provision of remittance facilities. Cooperative Banks provide limited banking products

        and are functionally specialists in agriculture related products. However, cooperative banks now

        provide housing loans also.

       Cooperative bank do banking business mainly in the agriculture and rural sector.

       Cooperative banks are perhaps the first government sponsored, government-supported, and

        government-subsidized financial agency in India. They get financial and other help from the

        Reserve Bank of India NABARD, central government and state governments.

       Cooperative Banks belong to the money market as well as to the capital market.

       Primary agricultural credit societies provide short term and medium term loans.

       Cooperative banks are financial intermediaries only partially. The sources of their funds

        (resources) are:

        (a) Central and state government,

        (b) The Reserve Bank of India and NABARD,

        (c) Other co-operative institutions,


                                                                                                      15
    (d) Ownership funds and,

    (e) Deposits or debenture issues.

   It is interesting to note that intra-sectoral flows of funds are much greater in cooperative banking

    than in commercial banking. Inter-bank deposits, borrowings, and credit from a significant part

    of assets and liabilities of cooperative banks. This means that intra-sectoral competition is absent

    and intra-sectoral integration is high for cooperative bank.

   Cooperative Banks are subject to CRR and liquidity requirements as other scheduled and non-

    scheduled banks are. However, their requirements are less than commercial banks.

   Since 1966 the lending and deposit rate of commercial banks have been directly regulated by the

    Reserve Bank of India.

                      STRUCTURE OF COOPERATIVE BANKING



                                              RBI



                                            NABARD




                 SCBs                         SLDBs                          UCBs


                 CCBs                         CLDBs


               PACS
                                     PLDBs              BRANCHES OF SLDBs




                                                                                                     16
SCBs:    State Cooperative Banks

SLDBs: State Land Development Banks

UCBs:     Urban Cooperative Banks

CCBs:     Central Cooperative Banks

CLDBs: Central Land Development Banks

PACS:     Primary Agricultural Credit Societies

PLDBs: Primary Land Development Banks




                             TYPES OF COOPERATIVE BANKS

1) STATE COOPERATIVE BANKS (SCBs)

        State cooperative banks are a federation of central cooperative banks and act as a watchdog of

the cooperative banking structure in the state. Its funds are obtained from share capital, deposits, loans

and overdrafts from the Reserve Bank of India. State cooperative banks lend money to central

cooperative banks and primary societies and not directly to farmers.

2) CENTRAL COOPERATIVE BANKS (CCBs)

        Central cooperative banks are the federations of primary credit societies in a district and are of

two types – those having a membership of primary societies only and those having a membership of

societies as well as individuals. The funds of the bank consist of share capital, deposits, loans and

overdrafts from state cooperative banks and joint stocks. These banks finance member societies within

the limits of the borrowing capacity of societies.

3) PRIMARY AGRICULTURAL CREDIT SOCIETIES (PACS)

        Cooperatives have played a major role in the supply of finance to agricultural sector for the

development of land, irrigation system and for its mechanization. The agricultural cooperative credit in

Punjab is divided into two sectors mainly, one dealing with short and medium-term credit and the other


                                                                                                       17
with the long-term credit. The long term credit is awarded from the Punjab State Cooperative Land

Mortgage Banks at the apex and the Primary Cooperative Land Mortgage Banks at district/tehsil level.

4) PRIMARY COOPERATIVE BANKS (PCBs)

   They are non-agricultural societies. These are of two types: Urban cooperative banks and Salary

earners’ societies. Development of PCBs is looked after by the RBI. The RBI and IDBI offer them

concessional refinance facility on a selected basis. They operate in urban and semi-urban areas. They

provide housing finance and loans and advances for various purposes such as petty trade and industry.



                       DIFFICULTIES FACED BY COOPERATIVE

                                      BANKS IN RURAL AREAS

1) Slow progress: The progress of co-operative banks is not up to the expectation and is slow when

comparing other type of banks because of many restrictions on their operations.

2) Limited scope of investment: The main objective of co-operative banks is to provide credit facilities

to the poor people i.e., to small and marginal farmers and other weaker sections. They were originally

having limited scope to invest their surplus funds freely.

3) Delay in decision making: The co-operative banks directly or indirectly by various agencies i.e.,

NABARD, RBI. Thus it takes long time to take decision on some important issues. This, in turn affects

the progress of co-operative banks.

4) Lack of training facilities: Generally the staff of co-operative banks is urban oriented and they may

not know the problems and conditions of rural areas. Lack of training facility concerning these areas

also affects the growth of co-operative banks.

5) Poor recovery rate: The recovery performance of the co-operative banks is not up to the mark. the

reason for poor recovery of loans and mounting overdue are; inadequate supervision and follow up

action to assess the end use of credit by co-operative banks due to inadequate staff in banks, poor


                                                                                                        18
Identification of beneficiaries, inadequate generation of output and income by the beneficiaries, poor

marketing facilities.

6) Lack of local participation: Rural co-operative banks have not received sufficient local

participation. The cooperative banks have been thrust upon the rural people from above without

involving local people in its operation and management. In this connection, it is suggested that

knowledgeable persons in the rural areas need be associated with the management of co-operative

banks.

7) Lack of co-ordination: There is lack of proper co-ordination between co-operative banks and other

institutional financing agencies like commercial banks and RRBs. Also, there is inadequate co-

ordination between co-operative banks and other developmental agencies operating in rural areas. This

has hampered the progress of co-operative banks.

8) Poor development of rural areas: In spite of several efforts made during the course o development

plans to promote the development of rural areas, it has not taken place in a significant way. The areas, at

present lack economic infra- structures like; facilities of marketing storage and distribution of inputs.

Besides, social infrastructure like; schools, medical facilities. As a result, co-operative banks find it

extremely difficult to operate in such areas.




                                                                                                        19
          THE PUNJAB STATE COOPERATIVE BANK LTD., Chandigarh



       The Punjab State Cooperative Bank was established at Shimla in the year 1949 at Apex of three

tier short term Cooperative Credit structure as a principle financing institution of the cooperative

movement in Punjab. In 1951 its Head Office was shifted to Jalandhar from where it moved in 1963 to

its present building at Chandigarh. In the cooperative Banking structure, the position of the Punjab State

Cooperative Bank is extremely important as the whole credit system revolves around it. It has 3

Divisional Offices at Amritsar, Bhatinda and Jalandhar. It has 19 branches and 3 extensions counters

operating in the city of Chandigarh. Besides this, there are 20 District Central Cooperative Banks having

805 branches and 23 extension counters in the State of Punjab affiliated with it. The bank was

established to help to provide timely and adequate flow of credit to the farmers for agriculture and allied

activities through PACS.



OBJECTS :

The objects for which the Bank is established are as under :-

1. To serve as a balancing center for cooperative societies (herein called the society/societies) in the

   State of Punjab registered under the Act for the time being in force.

2. To promote the economic interest of the members of the Bank and Cooperative Societies in the State

   in accordance with cooperative principles and to facilitate the development and funding of any

   Cooperative Society registered under the said Act.

3. To establish and support or aid in the establishment of and support to association, institutions, funds,

   trusts and convenience designed to benefit the employees or ex-employees of the Bank or the



                                                                                                        20
   dependents or connections of such persons to grant pensions and allowances and make payment

   toward insurance.

4. To provide long term loan for the maximum period of 15 years to the individuals, Coop. House

   Building Societies and members of Group Housing Societies for purchase of house or construction

   thereof by enrolling members/nominal members.

5. To adopt such measures as are conducive to the spread of cooperative education and training.

6. To promote and develop Cooperative Societies in the State.



ORGANISATIONAL STRUCTURE

The bank operates in the city of Chandigarh having 19 branches and 3 extension counters. It has 3

Divisional Offices in Punjab at Amritsar, Jalandhar & Bathinda. The organizational structure is as

under:-

Divisional Offices: 1. Amritsar 2. Jalandhar 3. Bathinda

                               1. District Central Cooperative Banks


          1. Amritsar                1. Jalhadhar               1. Bathinda
          2. Tarntarn                2. Hoshiarpur              2. Fazilka
          3. Gurdaspur               3. Kapurthala              3. Faridkot
          4. Ferozpur                4. Ludhiana                4. Mansa
          5. Moga                    5. Nawan Shahar            5. Muktsar
          6. Patiala                 6. Sangrur
          7. Ropar
          8. Fathegrah Sahib




                                                                                                  21
COOPERATIVE CREDIT POLICY 2001-2006

The Cooperative Credit Institutions are distinctively structured to provide for short-term and long-term

credit needs of the farmers in the State. The Punjab State Cooperative Bank (PSCB) and its constituent

20 Central Cooperative Banks (CCBs) and 4000 Primary Agricultural Cooperative Service Societies

(PACS) direct and deliver short-term production credit to the farmers. The Punjab State Cooperative

Agricultural Development Bank (PSADB) and its constituent 84 Primary Cooperative Agricultural

Development Banks (PADBs) cater to long term credit needs of the farmer. These institutions are

committed to promote and sustain economic interests of their members and customers in keeping with

the principals of self-help, self-responsibility and self-administration. They facilitate development of

their members by providing easy, timely, cost-effective and quality services.




       THE PATIALA CENTRAL CO-OPERATIVE BANK LTD., PATIALA

                                       BRIEF HISTORY: -



   The Patiala Central Cop. Bank ltd., Patiala was registered on 29-09-1949 under the Cooperative

  Societies Act, 1912. The Bank is presently working in 59 year.

  Name of the Society: - The Patiala Central Cooperative Bank Ltd. Registration No & Date: -

  No.772, 28th Sept. 1949.

  Area of Operation: - As per bye-law no. 3, the Area of operation of the Bank shall extend over

  Patiala District.



                                                                                                     22
  Object of the Bank: - As per bye-law no. 4, the object of the Bank is supposed to facilitate the

operation of the affiliated Cooperative Societies by:-

      Providing banking & credit facilities to its members, as convenient & easy terms are possible.

      Encouraging thrift & saving amongst its members by offering suitable facilities.

      Making arrangements for supervision and inspection of its affiliated cooperative Societies.

      Undertaking such measures as are conductive to the spread of cooperative education and

       training.



                                             RESOURCES

             The bank resources is collection of share capital, strengthening of its owned funds, by

topping deposits from the public and borrowings from NABARD, Punjab State Cooperative Bank

Ltd., Chandigarh.

       The Patiala Central Cooperative Bank is having 43 branches under it at different places related

with it. The whole process of the branches is under the control of it.

       The names of the branches and year of their establishment are given in the following table.




                                                                                                         23
             BRANCHES OF PATIALA CENTRAL COOPERATIVE BANK


1.   Pta Main Branch    01-08-1977       23. Agoul             12-10-1978

2.   Babarpur           22-09-1972       24. New Anaj Mandi    01-05-1970

3.   Bhadson            06-02-1968       25. Top Khanna Mor    15-03-1976

4.   Banur              01-04-1968       26. Patran            18-08-1968

5.   Dakala             27-10-1970       27. Rakhra            04-01-1986

6.   Dandrala Dhindsa   09-03-1978       28. Rajpura           04-05-1956

7.   Devigarh           01-10-1970       29. Samana            08-06-1960

8.   Gajju Majra        19-10-1978       30. Sanaur            01-07-1973

9.   Galwatti           19-09-1972       31. Shambhu Kalan     12-10-1978

10. Gajewas             13-10-1977       32. Shatrana          12-10-1978

11. Ghanaur             07-12-1970       33. Tohra             18-02-1980

12. Galzarpura          17-10-1978       34. Mandouli          08-11-1990

13. Jand Mangouli       07-10-1977       35. Ghagga            29-10-1987

14. Kamalpur            13-10-1978       36. Basantpura        14-11-1987

15. Khera Gajju         20-03-1979       37. Balbehra          01-05-1989

16. Lang                20-10-1977       38. Daun Kalan        04-07-1996

17. Massingan           21-10-1978       39. B.N. Khalsa Pta   13-06-1997

18. Nabha               01-06-1957       40. Bhunerheri        01-10-1997

19. Nabha(E)            05-02-1986       41. Sultanpur         30-04-1998

20. Arya Samaj          04-02-1986       42. Pabri             23-05-1998

21. Gurbax Colony       04-02-1986       43. Chappar           25-03-2004

22. Bhupindra Colony    08-02-1972



                                                                       24
                          DEPOSIT SCHEMES INTEREST RATES



                 Interest Rates on Deposits with effect from 16th Nov, 2009

                          Interest Rates on Deposits with effect from 6%

            Period                     Below Rs.1.00 Cr.            Rs.1.00 Cr. & above
       7 Days to 14 Days                     2.50%                         2.50%
       15 days to 45 days                    3.00%                         2.75%
      46 Days to 90 Days                     4.00%                         3.00%
      91 Days to 179 Days                    5.00%                         3.75%
         180 to <1 year                      5.50%                         5.00%
       1 year to < 2 years                    6.5%                           6%
       2 year to < 5 years                     7%                            6%
       5 years and above                     7.25%                           6%
  *Interest Rate @ 0.50% over and above these rates to the Senior Citizens will be
  admissible on single Fixed Deposit Receipt of Rs.5000/- and above for one year and
  above.




                             LOAN SCHEMES INTEREST RATES


                   Interest Rates on Loans with effect from 16th Nov, 2009

                           Interest Rates on Loans with effect from 6%

            Loan Scheme                                        Rate of interest
Personal Loan Scheme                                                 13%
Non Farm Sector Loan Scheme (NFS)             Up to Rs.0.50 Lac 11.50% Above Rs.0.50 Lac 12%
Consumer Durable Loan                                                13%
Vehicle Loan Scheme                                                  11%
Second hand Vehicle Loan Scheme                                      12%
Urban Housing Scheme                                                 10%
Cash Credit Facility to Traders                                      13%



                                                                                               25
     Revolving Cash Credit to Farmers (RCC)                                  11%
     Two Wheeler Loan to Farmers                                             11%
     Rural Housing Scheme                                                    10%
     Mini Dairy Scheme                                                     10.50%
     Commercial Dairy Development Scheme                                     10%
     Cooperative Education Loan Scheme                                      7.25%
   children of poor farmers, Dalits, BC, etc.
     Loan against Rental Income Scheme                                       13%
     Dairy Loan Scheme to purchase a Cow                                     10%
     Loan against Property                                                   14%
     Loan scheme for Earnest Money                 As fixed by the bank.
     Mai Bhago Istri Shakti Scheme                 PACS to members 10.75% CCB to PACS 9.25%
     Bhai Lalo Sehkari Kirt Shakti Scheme          PACS to members 11.50% CCB to PACS 9.50%




Different Deposit and Loan Schemes Offered by the bank

The Bank is offering various schemes of deposit and loans .These can be studied under the two different

headings separately as following.



                              I. Different types of Deposit Accounts



   1. Saving Bank A/c

A Saving Bank A/c can be opened with an initial deposit of Rs.500/- without Cheque Book facility and

Rs.1000/-with Cheque Book facility.

Eligible categories to open SB A/c:

 1. Any individuals

 2. Joint A/c with others in the form of 'either or Survivor', 'Former or Survivor', and 'joint' etc.



                                                                                                        26
 3. Joint Hindu family (HUF)

 4. Coop Societies, Clubs, Societies, Associations etc.

   The intending customer should visit the bank to fill in A/c opening forms with complete particulars

such as parentage, occupation, address, latest two passport size photographs, residence such as copies of

Voter card, Passport, Telephone/Electricity bill etc. and PAN or form No.60. The accounts are required

to be introduced properly by the existing account holder of the bank or any person known to the bank.

Only 30 withdrawals are allowed per half year for a saving Bank A/c exceeding which service charges

are levied by the bank.

   A minimum balance of Rs.500/- (without Cheque Book) and Rs.1000/- (with Cheque Book) has to

be maintained in the account, otherwise services charges are levied on monthly Basis.

   At the time of opening the account, pass book is issued to the customer, which needs to be

accompanied every time when payment is drawn through a withdrawals form. Maximum limit of

withdrawal form is Rs.2000/- with passbook. Nomination facility is also in these accounts. A depositor

or depositors can nominate one Person only.



   2. Current A/c

   A Current A/c can be opened with the initial deposit of Rs.5000/-. It can be opened in the name of

individual, a Sole Proprietary Concern partnership firm, club, Religious Institution, Association Govt. /

Semi Govt. Dept., Local Bodies. As usual, all prospective applicants need to fill in the Account opening

forms wherein following documents are required to be attached:

 1. Sole Proprietary Concern - Declaration of Sole Proprietorship

 2. Partnership firm - Partnership Deed duly attested

 3. Clubs, Schools, Societies, Association.

 4. 1. Certificate of Registration



                                                                                                      27
     2. Copy of Bye Laws.

     3. Memorandum of Association, if any.

     4. Resolution of Board of Directors.

 5. Limited Companies, Pvt. Ltd. Companies

 6. Trusts

     1. Instrument or Document of Trust

     2. Resolution

     3. Certification of registration.

          All Current A/c need to be introduced properly from another current account A/c holder only.

Staff members are not allowed to introduce a Current A/c.

A minimum balance of Rs.5000/- has to be maintained.

   Recent Passport size photographs of the operator/s need to be affixed on the AOF. All payment is

made by Cheques only. There is no restriction on the number of withdrawals unlike that in SB A/c Pass

Book is issued at the time of opening of account. Statement of account can also be got issued.



   3. Recurring Deposit A/c

   A Recurring Deposit A/c can be opened with a certain initial deposit wherein a Depositor needs to

deposit money by way of monthly installments over stipulated period. The period may be 2, 24, 36, 48,

60 month etc. On the expiry of the period, the accumulated amount along with interest is paid in lump

sum. All individuals, jointly with others minors, blind/illiterate person etc. can open the A/c. Rate of

interest on Recurring Deposits for various periods will be the rate applicable on term deposit for that

period.

Minimum monthly installment of the A/c is Rs.100/-

Maximum period is 10 years.



                                                                                                     28
The intending customer should fill in A/c opening form with complete particulars such as parentage,

occupation, address etc. Two passport size photographs are required to be affixed along with furnishing

of residence proof such as copies of ration card, Voter card, Passport, Telephone/Electricity bill etc. and

PAN or Form No.60. The account is required to be introduce properly by the existing A/c holder of the

bank of any person know to the bank. On the expiry of the stipulated period, accumulated amount is paid

to the customer.



   4. Term Deposit A/c

Term Deposit is a deposit received by the bank for a specific fixed period which is withdraw able after

expiry of said period.

Eligible categories to open Term Deposit A/c


      Individual

      Joint A/c with other in the form of Either or Survivor , Former or Survivor, any one or survivor

       jointly etc.

      Minors

      Illiterate persons

      Blind person

      Joint Hindu Family (HUF)

      Coop. Dept, Clubs, Societies, Associations etc.

   The intending customer should fill A/c opening form with complete particulars such as parentage,

occupation, address etc. Two passport size photographs are required to be affixed along with furnishing

of residence proof such as copies of Voter Card, Passport, Telephone/ Electricity bill etc and PAN or

Form No.60. The account is required to be introduced properly by the existing A/c holder of the bank or




                                                                                                        29
any person known to the bank. A minimum of Rs.1000/- can be placed in a term deposit. Minimum &

maximum period for which the amount is place in a term deposit are fixed by the bank from time to

time.

   In a fixed deposit A/c, it usually ranges from 7 days to 120 months whereas in Long Term Deposit,

The minimum period is 12 months. Rate of interest is fixed by the bank from time to time, keeping in

view the market trends. Interest on Fixed Deposit can be fixed quarterly, half yearly or yearly etc. But in

Long term deposit it is cumulative with quarterly rests with the result that is paid only on maturity.

After opening the account in Computer, FDR is issued to the customer.

   A TDS is to be deducted at source as per Income Tax Act. The mode of operation should be clearly

mentioned while opening the A/c. Term deposit A/c can also be opened with Cheques drawn on the

same branch or other banks. After getting proper discharge on the back side of the FDR from the

depositor payment can be made on due date. For payment before due date, The FDR has to be

discharged on the back side by all the operators. FDRs can be renewed on due date by mentioning the

period for which they are to be renewed on the back side. TDS is deducted if interest is Rs.10000/- and

more in a financial year prohibition for payment in cash – The payment of FDR is prohibited to be made

in each if the amount of the FDR along with interest exceeds Rs.20,000/- . So usually the payment of

FDR should be made either by way of Bank Draft/ Pay order or through an a/c.



   5. Saving Bank-No frill A/c

   The No Frill A/c can be opened by any person without furnishing any resident proof or any proper

introduction. The A/c Can be opened with a minimum amount of Rs.10 /- only. In such accounts, the

Balance should not exceed Rs.50000/- otherwise, it will become an ordinary SB A/c. No cheque book is

allowed to be issued to the customer. The condition of maintaining any minimum balance in this A/c is

waived off.



                                                                                                        30
   6. Lockers A/c

   Lockers of four different sizes viz. small, medium, large and extra large are available in the bank

which can be hired by any prospective customer for safe custody of their articles. A prospective

customers who wants to hire a locker, has to fill in embossing form and specimen signature card. For

getting a locker, the locker hire must open a SB A/c with the bank so that annual lock rent can be

charged by debiting that A/c. He has to keep a lien or minimum balance in that account depending upon

the size of the locker hired. The annual rates of Locker rent and the lien are as follows.

Term Deposit for Locker

A minimum of Rs.10000/- has to be placed in Term Deposit by a locker hirer as per RBI guidelines.

Nomination must for Individual Locker Holders

A Single locker holder must nominate someone in his locker A/c to receive the articles lying in his

locker after his death.




                                                                                                      31
                     Loans Schemes of Cooperative Bank for Punjab

1. Revolving Cash Credit to Farmers (RCC)

      Beneficiary            Any individual farmer holding the agricultural land.
      Purpose                Credit facility for meeting out socio-economic needs.
      Loan Limit             Maximum amount Rs.6.00 Lac. Subject to Rs.1.00 Lac / acre
      Margin                 No margin money required
      Rate of Int.           11%
      Repayment Period       Renewable on annual basis
      Collateral Security    Agriculture Land valuing at 150% of the loan amount.



2. Non Farm Sector Loan Scheme (NFS)

      Beneficiary           Individual, Sole Prop., Firm, Coop. Societies or a Company.
      Purpose               For the establishment of cottage, tiny and SSI unit.
      Loan Limit            Maximum amount up-to Rs.25.00 Lac at CCB Level.
      Rate of Int.          Up to Rs.0.50 Lac 11.50% Above Rs.0.50 Lac 12.00%
      Margin                Minimum 10%
      Repayment Period      Maximum 5 to 7 Years.
      Collateral Security   Immovable Properties for the value of 150% of the amount.
      Installment           Rs.2225.00 for 5 years.



3. Personal Loan Scheme

      Beneficiary           Employees of Punjab Govt., PSU, Boards, Corporations etc.
      Purpose               Credit Facility for meeting out socio-economic needs.
      Loan Limit            12 times of gross monthly salary or Rs.2.00, whichever is less.
      Rate of Int.          13%
      Margin                No Margin required.
      Repayment Period      Maximum 5 years.
      Collateral Security   Two Good Sureties as per satisfaction of the bank.
      Installment           Rs.2276.00 for 5 years.


                                                                                              32
4. Consumer Durable Loan

       Beneficiary           Individual salary earners and non salary earners.
       Purpose               For the purchase of consumer durables.
       Loan Limit            Maximum amount up-to Rs.1.00 Lac.
       Rate of Int.          13%
       Margin                25%
       Repayment Period      Maximum 5 years.
       Collateral Security   Two Good Sureties as per satisfaction of the bank.
       Installment           Rs.2276.00 for 5 years.



5. Two Wheeler Loan to Farmers

       Beneficiary           An agriculturist having land in his own name/family member.
       Purpose               For the purchase of new two wheelers.
       Loan Limit            Maximum amount up-to Rs.0.50 Lac.
       Rate of Int.          11.00%
       Margin                15%
       Repayment Period      Maximum 5 years.
       Collateral Security   Two Good Sureties as per satisfaction of the bank.
       Installment           Rs.1087.00 for 5 years.



6. Cash Credit Facility to Traders

       Beneficiary           Individual, Sole Prop., Firm, Coop. Societies or a Company.
       Purpose               For meeting working capital requirement of business.
       Loan Limit            Maximum amount up-to Rs.25.00 Lac.
       Rate of Int.          13%
       Margin                25%
       Repayment Period      Renewable on annual basis.
       Collateral Security   Immovable Properties for the value of 150% of the amount.




                                                                                           33
7. Vehicle Loan Scheme

      Beneficiary           Individual, Firm, HUF, Trust, Coop. Societies or a Company.
      Purpose               For the purchase of new vehicle for business and personal use.
      Loan Limit            Maximum amount up-to Rs.10.00 Lac or 80% of cost of
                            vehicle.
      Rate of Int.          11%
      Margin                20%
      Repayment Period      Maximum 5 years.
      Collateral Security   Two Good Sureties as per satisfaction of the bank besides the
                            hypothecation of the vehicle.
      Installment           Rs.2174.00 for 5 years



8. Second hand Vehicle Loan Scheme

      Beneficiary           Individual, Sole Prop., Professionals and Partnership Firm.
      Purpose               For the purchase of second hand vehicle should be not more
                            than 3 years.
      Loan Limit            Maximum amount up-to Rs.5 Lac or 75% of cost of Vehicle.
      Rate of Int.          12%
      Margin                25%
      Repayment Period      Maximum 5 years.
      Collateral Security   Two Good Sureties as per satisfaction of the bank besides the
                            Hypothecation of the vehicle.
      Installment           Rs.2225.00 for 5 years.



9. Rural Housing Scheme

      Beneficiary           Individual and Members of Coop. Housing Societies.
      Purpose               Purchase of built up house, construction of new house, repairs
                            / Renovation and addition of existing house in rural areas.
      Loan Limit            Maximum amount up-to Rs.15.00 Lac.



                                                                                             34
      Rate of Int.          10%
      Margin                15%
      Repayment Period      Maximum 15 years.
      Collateral Security   Agricultural land for the value of 100% of the loan amount
                            besides the Mort - gage of house to be financed by the bank.
      Installment           Rs.1074.00 for 15 years.



10. Urban Housing Scheme

      Beneficiary           Individual and Members of Coop. Housing Societies.
      Purpose               Purchase of built up house or flat, construction of new house,
                            repairs/Renovation and addition of existing house in urban
                            areas.
      Loan Limit            Maximum amount up-to Rs.25.00 Lac.
      Rate of Int.          10%
      Margin                25%
      Repayment Period      Maximum 15 years.
      Collateral Security   First mortgage of House Property to be financed by the bank.
      Installment           Rs.1074.00 for 5 years.



11. Mini Dairy Scheme

      Beneficiary           Members of Coop. Milk Producers Society/ PACS.
      Purpose               Purchase of up to 25 milk cattle.
      Loan Limit            Maximum amount up-to Rs.5.00 Lac.
      Rate of Int.          10.50%
      Margin                15%
      Repayment Period      Maximum 5 years.
      Collateral Security   Mortgage of landed property value of 150% of the loan
                            amount.
      Installment           Rs.2150.00 for 5 years.




                                                                                             35
12. Commercial Dairy Development Scheme

      Beneficiary           Any Individual, Partnership Firm, corporate body and any
                            other Co - operative organization.
      Purpose               To increase the income of milk producers by helping them to
                            purchase High yielding milk cattle equipments.
      Loan Limit            Maximum amount up-to Rs.25.00 Lac.
      Rate of Int.          10%
      Margin                15%
      Repayment Period      Maximum 5 years.
      Collateral Security   Mortgage of landed property value of 150% of the loan
                            amount.
      Installment           Rs.2125 for 5 years.



13. Education Loan Scheme

      Beneficiary           Salaried employees of Coop. banks, Punjab Govt. /
                            Chandigarh Administration and its boards & Corporation
      Purpose               To provide financial assistance to deserving and meritorious
                            student for Pursuing higher studies in India or abroad.
      Loan Limit            Maximum amount up-to Rs.10.00 Lac.
      Rate of Int.          9%
      Margin                No Margin required.
      Repayment Period      The installment will start after completion of course.
                            Maximum 5 years.
      Collateral Security   Mortgage of landed property value of 150% of the loan
                            amount. For the loan up to Rs.5.00 Lac, no Immovable
                            security is required. If the loaner is the employee of Punjab
                            Govt. or Coop. Dept.
      Installment           Rs.2076.00 for 5 years.




                                                                                            36
14. Cooperative Education Loan Scheme Children of Poor farmers, Dalits, BC, etc.

      Beneficiary      Children of poor farmers, Dalits, BC, and other poor sections.
      Purpose          To provide financial assistance to deserving and meritorious students
                       for Pursuing higher studies in India or abroad.
      Loan Limit       Maximum amount up-to Rs.10.00 Lac.
      Rate of Int.     7.25%
      Margin           No Margin required.
      Repayment        The installment will start after completion of course. Maximum 5
      Period           years.
      Collateral       Mortgage of landed property value of 100% of the loan amount.
      Security
      Installment      Rs.1992 for 5 years.



16. Dairy Loan Scheme to purchase a Cow

      Beneficiary               Members of Coop. Milk Producers Society.
      Purpose                   Purchase of a cow.
      Loan Limit                Maximum amount up-to Rs.0.50 Lac.
      Rate of Int.              10.5%
      Margin                    10%
      Repayment Period          Maximum 5 years.
      Collateral Security       Two Good Sureties as per satisfaction of the bank.
      Installment               Rs.1075.00 for 5 years.




17. Loan against Property

      Beneficiary               Any Individual.
      Purpose                   To offer instant solutions relating to socio-economic needs
                                and business needs such as children’s higher education,
                                Travel, daughter’s marriage Medical emergencies etc.


                                                                                               37
      Loan Limit            Maximum amount up-to Rs.25.00 Lac.
      Rate of Int.          14%
      Margin                No Margin required.
      Repayment Period      Maximum 6 years.
      Collateral Security   Mortgage landed property value of 200% of the loan mount.
      Installment           Rs.2061 for 6 years.




19. Mai Bhago Istri Shakti Scheme

      Beneficiary             Any women beneficiaries’ member of the PACS.
      Purpose                 To establish the micro or small business in rural areas.
      Loan Limit              Rs.25000 through PACS.
      Rate of Int.            PACS to members           10.75%
                              CCB to PACS                9.25%
      Repayment Period        Maximum 5 years.
      Collateral Security     One good Surety having landed property.
      Installment             Rs.541.00 for 5 years.




20. Bhai Lalo Sehkari Kirt Shakti Scheme

      Beneficiary             Any men/women beneficiaries’ member of the PACS.
      Purpose                 To establish the micro or small business in rural areas.
      Loan Limit              Rs.25000 through PACS.
      Rate of Int.            PACS to members           11.50%
                              CCB to PACS                9.50%
      Repayment Period        Maximum 5 years.
      Collateral Security     One good Surety having landed property.
      Installment             Rs.550.00 for 5 years.




                                                                                         38
                             BRANCH: DAUN KALAN PTA. CCB


         The branch was established in June 1996 for serving the people living in the village and the

nearby villages. It is situated by the side of Shri Guru Teg Bahadur Public School and in front of the

Village Gurudwara Sahib. There are only two banks serving in the village and the near by villages. The

other one is State Bank of Patiala.

The Organization Structure of the bank includes the staff of 5 members. Details of them are given

below.

Branch Manager: Mr. N.K. Mahindru

Cashier: Mrs. Mamta Sharma

Clerk: Mr. Naveen Kumar

Peon: Mrs. Surjeet Kaur

Security Guard: Mr. Bhag Singh

Contact Number: 0175-2660236

Cooperative Societies

There are five cooperative societies which are linked with the bank:

   1. Daun Kalan CASS Ltd.


   2. Daun Khurd CASS Ltd.


   3. Janherian CASS Ltd.


   4. Dhreri Jattan CASS Ltd.


   5. Kauli CASS Ltd.




                                                                                                         39
The Bank is, currently, having the following number of Loans Account and the Deposit Account in the

branch. The name and number of respective account number is given below:

                           Name & Number of
Loans                                                Deposit Accounts
Vehicle loan – 29                                     Current Account - 2
Two wheeler loan – 140                                Savings Account - 2728
Mini-dairy loan - 26                                 Fixed Deposit - 64
Personal loan – 40                                   Long Term Deposit – 503
Self help group – 20                                 Recurring Deposit - 11
Non Salary Earners– 76
C.C Fertilizer – 5
C.C. Goods - 4
SRY - 39
Mai Bhago Loan - 25
House Building Loan – 43
Loan to Individual -14
NFA - 48
Sb. Socities – 9




                                                                                                  40
                                          CHAPTER III

                    INTRODUCTION TO STATE BANK OF PATIALA


An Associate Bank of the State Bank of India, State Bank of Patiala (SBP) was established in 1917 by

Late His Highness Bhupinder Singh, the Maharaja of erstwhile Patiala state. SBP started its operations

from one branch called 'Chowk Fort', in Patiala. During the time of the establishment, the state owned

Bank was known as Patiala State Bank. It was set up for the purpose of promoting the growth of

agriculture, trade and industry.


       Patiala State Bank was renamed State Bank of Patiala on 1 April 1960, when it became a wholly

owned undertaking of the Government of Punjab. On that day, SBP became a subsidiary of the State

Bank of India (SBI). Since it was renamed, SBP has grown significantly in terms of its size and the

volume of business. It is now one of the prominent Banks of India. Another milestone in the history of

SBP was the computerization of all its branches on 24 January 2003. With this development, the Bank

became India's first fully computerized Public Sector Bank. The bank is principally engaged in the

provision of commercial and retail banking services to the individuals and business customers. The bank

offers a range of services to the including personal banking, agriculture and rural banking.


Branches and ATM Services

       The business of State Bank of Patiala has grown manifold since its establishment. Recent records

say that State Bank of Patiala is networked by its 830 service outlets. There are as many as 750 branches

of SBP, spread across the major cities of India, out of which, the majority of branches are located in its

home State, Haryana, Himachal Pradesh, Rajasthan, Jammu & Kashmir, Delhi and Chandigarh. The

Bank provides easy access to money to its customers through its ATMs spread over 16 states of India.




                                                                                                       41
STATE BANK SERVICES:

   State Bank of Patiala offers various types of services to its clients. SBP shares its ATM network with

other State Bank group members, so this means that the bank's customers have access to the more than

7000 State Bank Group ATMs across the country. Some of the services offered by the bank consist of:


      NRI Services
      Govt. Business
      Personal Banking
      Internet Banking
      SME & Corporate Banking
      Agriculture & Rural Banking


State bank Patiala loans
State Bank of Patiala is a prominent subsidiary of State Bank of India. Headquartered in Patiala, Punjab,

SBP offers a range of innovative products and services for the individual clients, agricultural businesses,

non resident Indians, corporate clients and small and medium enterprises. State Bank of Patiala loans are

obviously one of the best credit products that are available in Indian market.


State Bank of Patiala loans are recognized for attractive interest rates and flexible repayment terms. The

convenient terms and conditions associated with these loans truly make them admired credit options

among borrowers. State Bank of Patiala loans can be categorized into the following:


   1) State Bank of Patiala loans – Personal Banking

   2) State Bank of Patiala Loans – Agricultural and Rural Banking

   3) State Bank of Patiala loans – SME and Corporate Banking

   4) State Bank of Patiala loans – NRI Banking


                                                                                                        42
PERSONAL BANKING:

Under the Personal Banking services offered by State Bank of Punjab, various types of loans are given

to customers, so that they can take care of all their monetary needs without any hassles.

TYPES OF LOANS

1. Personal Loan                       8.   Loan Against LIC/ SBI-Life Products
2. Rent                                9.   Loan For Rural Housings
3. Loan to Pensioners                  10   Loan Against Term Deposits
4. Realty                              11. Home Loan Scheme
5. Loan Against RBI Relief Bonds 12. Car Loan
6. Two Wheeler Loan                    13. Loan For Earnest Money
7. Loan Against Gold Ornaments         14. Career Loan




                                                                                                    43
                       DEPOSIT ACCOUNTS RATE OF INTEREST

NATURE                     RATE OF INTEREST                   MINIMUM BALANCE
                           NORMAL      SENIOR CITIZEN         Rural  Semi     Urban
                                                                     Urban
ACCOUNT
1. Savings Bank A/c
A. Domestic
a. with cheque book        3.50        3.50                   500             1000   1000
facility
b. without cheque book     3.50        3.50                   250             500    500
facility
c. No Frills Account       3.50        3.50                   0               0      0
B. Non-Resident
a. NRO                     3.50        3.50                   Same as domestic deposits

b. NRE                     3.50        3.50


2. Term Deposit
A. Domestic                            Rate of Interest (w.e.f. 01.01.2010)
Term Deposits (All maturities)         Below Rs.1 Corer
7 to 14 days                           2.50#
15 to 45 days                          2.75
46 to 90 days                          4.00
91 days to 180 days                    5.00
181 days to < 1 year                   5.75
1 year to 2 years                      6.75
> 2 years to < 3 years                 6.75
3 years to < 5 years                   7.00
5 years to < 8 years                   7.25
8 years to 10 years                    7.50




                                                                                            44
                           RATES OF INTEREST OF LOANS

                              RATE OF INTEREST (w.e.f. 06.07.2009)           PROCESSING
                                                                              CHARGES
LOANS
1. Housing Loan      Upto Rs      More than    Above Rs.       Above Rs.
                     30 Lac       Rs.30 Lac    Lakhs Upto      Lac
                                               Rs. Lac
Floating Category
Upto 5 years           8.75%         9.75%           -               -

More than 5 yrs. &     9.00%        10.00%           -               -
upto 15 years
More than 15-25        9.25%        10.25%           -               -       0.50% Max.
yrs                                                                            10,000/-
Fixed Category
Upto 5 years          12.75%        12.75%           -

More than 5 yrs. &    12.75%        12.75%           -                       0.50% Max.
upto 10 years                                                                  10,000/-
More than 10yrs        N.A.           N.A.         N.A
2. Personal Loan      14.50%           -             -               -         1.10%
scheme
3. Vehicle Loan
a) Two Wheeler        14.00%           -             -               -         1.10%
Loans
b) Three Wheel         N.A.
Loans
c) Car Loan          Upto 3 yrs >3 to 5 yrs.    > 5 to 7 yrs
For New Cars          11.00%         11.25        11.50%             -         0.50%
 For Old Cars        14.25%         14.50%        14.50%             -         0.50%
4. Educational       Upto Rs. 4.00 lakhs       Rs.4.00 lakhs upto 20 lakhs
Loans
                     11.25%                                13.00%




                                                                                          45
Agriculture and Rural Banking

1. Finance against warehouse receipt issued by National Bulk Handling Corporation Ltd. (NBHC)

2. Loans granted under tie-up arrangement with Milkfed Punjab & Haryana Dairy Development

   Corporation Ltd., Haryana.

3. Establishment of dairy unit of 02 milch animals under schedule caste sub plan in the state of Punjab.

4. Finance to Farmers under KIisan Card and Golden Card Schemes.

5. Financing Commercial Dairy units

6. Indirect loans given through Primary Agricultural Cooperative Society (PACS)/ Farmer Service

   Society (FSS)/ Large sized Adivasi/Agricultural Multipurpose Society (LAMPS)

7. Loans to self help Groups

8. Tractor Loans


Introduction to State Bank of Patiala, Branch – Daun Kalan

It was established in 1992 and situated in the village Daun Kalan, Patiala by the side of village

Gurudwara Sahib and in front of the Cooperative Bank.

Organizational Structure of the Branch includes:

Branch Manager: Mr. Rajesh Kant

Head Cashier: 1

Cashier cum Clerk: 3

Subordinate Staff: 3




                                                                                                      46
                                          CHAPTER IV

                                               Project

            Comparative Study of the Customer Perception of the
                       Cooperative Bank and SBOP


                                       Project Overview

       In today competitive environment where corporate are constantly searching for ways to keep a

float and sustain the market share, they have to find newer and better ways to satisfy the customer needs.

To run any organization successfully the management needs to think always for the betterment of their

service and product, every time there is a chance of improvement in the functioning of every

organization specially when we talk about the banking sector in past there is very less or no competition

in the market and the banks has no pressure to provide better facilities to the peoples but in recent years

the competition is increased due to the entry of the private banks and other money lending units.

Considering this the state cooperative banks need to be more careful and needs to take such steps which

favors hem to stay ahead in the market. This has always been the motto of Cooperative Banks and in

order to achieve this, I was entrusted in the dual task of doing a comparison of customer perception

analysis of the Cooperative bank branch and the SBOP branch in the village Daun Kalan, Patiala.




                                                                                                        47
RATIONALE OF THE STUDY

       Banking operations are becoming increasingly customer dictated. The ability of banks to offer

clients access to several markets for different classes of financial instruments has become a valuable

competitive edge. By going with the topic they can identify their own strengths and weaknesses, where

they stand in comparison to their competitors, chart out path future progress and improvement. This

comparison helps to promote an increased focus on customer outcomes and stimulate improvements in

the work practices and processes used within the bank and outside. With better understanding of

customers' perceptions, banks can determine the actions required to meet the customers' needs.




OBJECTIVES OF THE STUDY

1   To have a comparison between the Customer Perception of the Village Daun Kalan Branches of

    Patiala Central Cooperative Bank and State Bank of Patiala.

2   To compare the different factors of the banks which influence the customer perception.

3   To study and understand the factors which motivate the customers while going for Banking Services


4   To understand and compare the level of Advertisement impact on customers followed by the both

    banks


5   To study that if customer prefers the computerized banking or not.


6   To compare that if there is influence of image or brand of the bank on the customer


7   To have a comparison that if the customer is differing in his perception for a Government oriented

    bank and private Bank.




                                                                                                   48
                                           CHAPTER V

                                 RESEARCH METHODOLOGY



Research Problem

         Comparison of the customer perception of the Cooperative Bank and State Bank of Patiala.



Research Design

         Research Design is exploratory and descriptive which helps me to explore the factors influencing

the perception of the customers and to describe the gap between the banks at various levels.



Sampling Design

         The study aimed to survey 100 samples from the village Daun Kalan and near by villages, who

are the customers, visiting in the banks. 50 respondents are of the customers of the Cooperative Bank

and the other 50 are the customers of the SBOP. Sampling Design was such to have a comparison of the

Customer Perception of the both banks. The respondents were selected on the basis of convenience

sampling.



Data Collection:

         Both primary and secondary data have been collected for meeting the objectives of the current

study.

         For the purpose of the collection of the primary data, personal interview of the respondents

was conducted. An unbiased, undisguised structured questionnaire was prepared which was

administered to the respondent for the purpose of getting the information. With the reference of certain

previously carried studies, certain statements for getting out the customer perception were formulated


                                                                                                         49
and these were clubbed together to formulate the questionnaire having two parts: First part was having

10 general questions in addition to the demographic details and the second part dealt with the 10

elements of the bank showing the customer level of preference.

   For the purpose of secondary data, secondary sources of information like magazines, newspapers,

journals; studies conducted in past etc. have been referred. The main sources of secondary data in the

study

   1. Banks’ Detail Books

   2. Websites

   3. Books



Analysis Techniques

        The questionnaire is having the alternative choices. Questions having alternative choices have

been analyzed by taking percentages and by the use of Likert scaling.



Scope of the study

        The scope of the study is limited to the customers visiting to the Daun Kalan branch of the

Patiala Central Cooperative bank and the customer visiting to the village branch of State Bank of

Patiala. Present study has been restricted to time period from June 2010 to July 2010.




                                                                                                   50
                                          CHAPTER IX


                       DATA ANALYSIS AND INTERPRETATION


                    6.1 Demographic Analysis of the Customers based on occupation




Analysis and Interpretation - Out of the respondent customers of Cooperative Bank and SBOP

Majority is of farmers. Cooperative bank has more farmer customers in comparison with SBOP because

it is mainly a rural bank. It doesn’t mean that it has less percentage of customers of the businessman and

salaried employees. Businessman and the salaried employees are more among the respondents of the

SBOP. Other customers are students or housewives.




                                                                                                       51
Questions:


                                            6.2 Type of account




              70%
              60%
              50%
              40%                                                                   Cooperative
              30%
                                                                                    SBOP
              20%
              10%
               0%
                        Savings        FD          Both         Other




Analysis and Interpretation – The comparison of the type of accounts which the respondents are

having in their respective banks, have little difference. The respondent customers of Cooperative Bank

are having Savings, Fixed Deposit Accounts. Comparatively Savings percentage is more and FD

percentage is less in SBO. Perhaps the rate of interest offered can be the reason of this minor difference.




                                                                                                         52
            6.3 No of Respondents who have ever taken any loan from the bank




Analysis and Interpretation – Majority of the respondents of the Cooperative Bank have taken loan

from the bank. On the other side of there is approx equal number of customers of the SBOP have taken

loan and who have not. They only are having deposit account in the bank. The reason may be the

Cooperative Bank as a main rural lending bank.




                                                                                                 53
                6.4 Information source of the schemes and services of the bank




Analysis and Interpretation - Data shows that Majority of the respondents from the Cooperative Bank

and SBOP respectively, come to know about the schemes and services of the bank by visiting

personally. Cooperative Bank is lacking in its advertisement in comparison to SBOP. Word of Mouth is

also an information source. Reason may be interpreted that branches of the bank do not pay much heed

to advertisement and also the customers prefer to visit the bank personally for the detail of banking

services offered.




                                                                                                  54
                             6.5 Type of rate of interest preferred




Analysis and Interpretation – Most of the customers of Cooperative Bank are from agricultural

background so that half yearly rate of interest is preferred, because of their crop cycle. Salaried

employee and businessmen prefer to pay monthly Rate of interest. Yearly rate of interest is not

offered by SBOP.




                                                                                                55
                             6.6 Appreciation for being a good Customer




Analysis and Interpretation – Less number of the respondents from the Cooperative Bank says that

they have a received positive appreciation from the bank for being a good customer, while the majority

denies it. Looking at the data of SBOP respondents the percentage is however opposite, Majority is

favoring. There is set procedure in the bank that if you are a good customer as you timely pay your

installments and interest, you will get some rebate in the percentage of the interest but there is no such

procedure in Cooperative Bank.




                                                                                                       56
                                  6.7 (A) Future Preferable bank




                                  6.7 (B) Future Preferable bank




Analysis and Interpretation - By the experience near about half of the respondents of the Cooperative

bank say that they will also stick to the same bank for same requirement in future, while other majority

wants to shift to SBOP and some other bank. The data analysis of SBOP shows that most of respondents

want to remain with SBOP. While other want to go for Cooperative Bank and to shift for some other

bank. The reason may be the requirement of the customer, schemes offered, rate of interest offered and

also the personal attachment.



                                                                                                     57
                                      6.8 Motivational Factors




Analysis and Interpretation - From the survey it was found that motivational factor, for opting for the

banking service, of the most of the respondents of Cooperative bank is Schemes offered by the bank

while other factors are like rate of interest, popularity etc. Data interpretation of the SBOP shows that

maximum percentage is with rate of interest, while other factors are schemes and popularity. Almost

equal number considers these all factors in both of the banks.




                                                                                                      58
                 6.9 Influence of image or brand of the bank on the customers




Analysis and Interpretation – Majority of the respondents from SBOP and Cooperative bank agree

that image or name of the bank has its influence on customers. Customers consider the brand of the bank

while going for the banking. It can be interpreted that it might influence the decision of the customers

and prospects.




                                                                                                     59
                            6.10 Essentiality of computerized Banking




Analysis and Interpretation – Major part of the respondents from the cooperative bank agree and

strongly agree to the need of computerized system in the bank. By the response of SBOP customers,

majority of response agree and strongly agree to that computerized system is essential for modern

banking. Cooperative Bank is still using the manual books for accounts instead of computerized banking

as it is in SBOP.




                                                                                                   60
         6.11 Customer differs in his perception for a Government Bank & private bank




Analysis and Interpretation – More than half of the respondents from the cooperative bank agree that

customer differ in his perception for a govt. bank and private bank. From the response of SBOP

customers, it may be interpreted majority also agree to it. The reason may be interpreted as the customer

feel that there is a genuine difference between a Govt. oriented bank and a private bank regarding the

services, rate of interest, infrastructure and other factors.




                                                                                                      61
                                     Level of Preference



Range
10 Statements and 50 respondents of each bank
Score
Max. Score = 5*50 = 250 (strongly agree)
Avg. Score = 3*50 = 150 (neutral)
Min. Score = 1*50 = 50 (strongly disagree)




  Sr. No    Basis of Comparison                                     Scores

                                                           Cooperative       SBOP

  1         Schemes Offered                                   193            186
  2         Rate of Interest                                  177            186
  3         Loan Passing & Repayment                          182            179
  4         Flexibility of Schemes                            158            170
  5         Transparency                                      154            170
  6         Number of Staff                                   118            194
  7         Customer Dealing                                  149            179
  8         Bank Environment                                  123            202
  9         Advertisement                                     119            194
  10        Bank Image                                        153            182




                                                                                    62
Analysis and Interpretation
  1. Schemes Offered: There is favorable response for the schemes offered by both of the banks.

     However it is more in case of Cooperative Bank because it is established for mainly the rural and

     agriculture services. So the village customer is more satisfied with the schemes offered by this

     bank.

  2. Rate of Interest: Rate of Interest is also generating favorable response in both of the banks.

     However it is less favorable in case of Cooperative Bank. May be the customer feels that the rate

     of interest is less charged or the structure of rate of interest is more convenient in the SBOP.

  3. Loan Passing and repayment: Survey shows that the loan passing and the repayment process is

     generating almost equal response in both of the banks. This process is favorable in both of the

     banks. May be the banks are adopting such a procedure where customer feels minimum

     harassment.

  4. Flexibility of Schemes: Data analysis shows that SBOP customers are more favorable to the

     flexibility of schemes which they avail than in case of Cooperative bank.

  5. Transparency: Research shows that both banks are having more than average response

     regarding the statement. But there is gap in the customer preference in both of the banks. SBOP

     is having more favorable response than Cooperative bank.

  6. Number of Staff: Data analysis shows that the scoring of the Cooperative Bank respondents is

     much low than the average response but it is much higher in SBOP. Reason is that the

     Cooperative Bank is only having 3 staff members including branch manager for the service of

     customers. On the other side the number is seven in case of SBOP.

  7. Customer Dealing: Cooperative Bank is also lacking in the customer dealing in comparison to

     SBOP, as scored by the respondents. The reason may be interpreted as the staff of the



                                                                                                        63
   cooperative bank is less trained in comparison with the SBOP. Moreover the manual working,

   due to lack of computerized system, also affects the customer dealing.

8. Bank Environment: Survey analysis shows Customer is negatively scoring the banking

   environment in the cooperative bank because of less infrastructure facilities, the shortage of staff,

   the non-availability of computerized system, the staff behavior. SBOP is having positive score in

   this respect because of all the above stated factors and a fully air conditioned branch.

9. Advertisement: Survey analysis shows that majority of the respondents from the cooperative

   bank disagree with the advertisement campaign of the bank because most of the customers come

   to know about the schemes by the bank through their personal visit. The score given is the clear

   evidence of it. The respondents of the SBOP are favorable to the advertisement by the bank.

10. Bank Image: Cooperative has been given average score regarding its bank image while it is

   favorable in case of SBOP. The reason may be concluded the scam did by the previous branch

   manager of Cooperative Bank. The last branch manager has been accused of manipulating

   certain amount of loan. This had its influence on the bank image.




                                                                                                     64
                                     CHAPTER VII


                                FINDINGS OF THE STUDY


1. Majority of the customers of the cooperative bank and SBOP belong to agricultural background.

1. The percentage of different accounts having the customers of the two banks is relatively same.

2. The percentage of respondents who have taken loan from Cooperative is more in comparison

   with SBOP.

3. This is shown by the research that personal visit of customers is the main source of information

   for knowing the bank schemes.

4. Most of the customers of the Cooperative Bank prefer to pay half yearly interest rate, while the

   salaried employees prefer to pay the interest monthly, this is also same in the case of SBOP.

5. Majority of the respondents do not respondents in Cooperative Bank do not receive any

   appreciation for being a good customer. But things are opposite in case of SBOP.

6. About the Future Bank Service, Majority of the respondents of the customers of SBOP want to

   stick with SBOP as in comparison with the Cooperative Bank.

7. Analysis shows that Schemes offered by the banks is the main motivational factor for the

   respondents of Cooperative Bank and the interest rate is the main motivational factor in case of

   SBOP.

8. Majority of the both respondents from the both admits that image or name or brand of the bank

   do influence the customer.

9. Essentiality of computerized banking is agreed by the respondents of the both banks.

10. Majority of respondents from both the banks agree that whether it is a Government Bank or

   Private Bank, customer perception is differing about the both type of banks.




                                                                                                    65
11. The comparison between the schemes offered by the both banks reveals that Schemes offered by

   Cooperative Bank, being a rural lending bank, are little bit more preferred than SBOP.

12. The comparison between the interest rate offered by the both banks shows that interest rates of

   SBOP are little bit more attractive than the Cooperative Bank.

13. The customers’ perception about the loan passing and its repayment process is almost same in

   the both of the banks.

14. Flexibility of schemes offered and transparency of the customer related processes is more

   satisfactory in the SBOP in comparison with Cooperative Bank.

15. The branch of the Cooperative Bank is lacking in its staff number. While the branch of SBOP is

   having sufficient number of staff members according to perception of its customers.

16. Customer service and dealing is also far behind the point in the Cooperative bank as it is

   satisfactory in SBOP.

17. Customers do not agree with the Cooperative bank environment. Comparatively, SBOP branch

   has a fully satisfied environment according to the perception of the customer.

18. Mainly Cooperative Bank is lacking in advertisement at local level. On the other side SBOP

   advertisement campaign makes agree its customers.

19. The bank image of Cooperative Bank is little bit lacking in comparison with SBOP, as going

   with the response of the customers.




                                                                                                66
                   RECOMMENDATION AND SUGGESTIONS



1. More mass awareness campaigns should be organized in order to enhance market share of bank.

   So Bank should concentrate on its advertisement itself.

2. Bank should refocus on its interest rate as responded by people. Periodic review of the interest

   rate should be done.

3. There should be computerized system in the bank as it will reduce the time wastage of manual

   work and will lead to the better performance of the bank.

4. Training of the employees should be there to meet the needs of the time.

5. Proper posting of the staff should be done.

6. Customer’s satisfaction must be the top priority of the bank.

7. Maximum practical exposure should be provided to the job trainees so that they may handle the

   various enquiries of customer effectively.

8. Communication gap within the bank and with the head-office should be reduced.

9. Infrastructure facilities should be provided to the branch of Cooperative Bank, as it is catering to

   the 5-6 near by villages.

10. Banks is also advised to have proper internal control measures for monitoring its functions and

   transactions.




                                                                                                    67
LIMITATIONS OF THE STUDY



    1   Some respondents were hesitant in providing complete information.

    2 The findings of this study are based on the expressed opinion of the respondents.
    3   Difficulty was faced in getting the responses to various questions because the customers could

        not devote enough time to us and the communication problem was there.

    4   This study only relates to one organization, so conclusions drawn may not be finding its utility in

        all the other banks.

5   Even the employees of the bank hesitated to give the complete & accurate data.




                                                                                                        68
   CONCLUSION

       The project was undertaken to analyze and compare the customer perception of the two banks

one is Cooperative Bank and other is State Bank of Patiala. The study concludes that Cooperative Bank,

which was established for mainly for the service of rural sector, still is not on the line to its goal. It is

lacking at various elements, particularly at the branch levels, which reveals the edge of other public and

private sector banks over the Cooperative bank, the lines at which the bank is lacking behind.

Indiscipline and lack of commitment in these banks make people’s trust in the cooperative sector a

casualty.

       Some of the co-operative banks are quite forward looking and have developed sufficient core

competencies to challenge state and private sector banks. But there is shortage of staff in some of the

cooperative banks and the traditional manual banking which is affecting the business and customer

services. People are still unaware of the services provided by the Cooperative Banks due to lack of

advertisement.

       There is a need to analyze and pick up early warning signals. A change is needed today in the

cooperative banks which is built on confidence in human capital - the most important of all resources -

in commitment, creativity and innovation brought about by proactive management, membership and

employees. The ability to capture knowledge and wisdom gives cooperative banks their competitive

advantage. A prerequisite is that participants from all parts of a cooperative organization know and

understand its purpose, core values and visions.

       In this way, by keeping in mind the certain shortcomings, appropriate measures to overcome

them should be adopted. So that the real purpose of the Cooperative bank must be realized with a

competitive advantage and the gap between the customer perception of the Cooperative Bank and the

other private and public sector bank, i.e. SBOP can be reduced.



                                                                                                          69
                                          BIBLIOGRAPHY

a. Books:
    i. Kainth Gursharan Singh(1996),” Dynamics of Cooperatives in Punjab”; Indian Cooperative
          Review, Vol. XXXVII, No.1,pp. 38-52
    ii.         Kothari C.R.(2007), “Research Methodology”; revised second edition; pages 71-76, 84-85,
                100-102


b. Web Pages:
    i. http://pbcooperatives.gov.in/PSCB.htm
    ii. http://www.pscb.in/index.php?mod=interest_rate&opt=Deposit
    iii. http://www.pscb.in/index.php?mod=interest_rate&opt=Loans
    iv. http://pbcooperatives.gov.in/pscb_achievements.htm
    v. http://www.pscb.in/index.php
    vi. http://www.nabard.org/citizen.asp




                                                                                                    70
ANNEXURE




           71
                                           Questionnaire

Dear respondent,
        I would be extremely thankful if you spare some time to answer the following questions. All the
facts disclosed by you will be used for academic purpose only.


Personal details:
   a. Name: ______________________________
   b. Age:       _____
   c. Gender:            Male              Female
   d. Occupation: Farmer             Businessman             Salaried Employee            Other


____________________________________________________________________________________

1. Which type of account do you have? Please tick.                  SB             FD      Both     Other

2. Have you taken ever any loan from this bank?                                    Yes                No

3. How do you come to know about the schemes and services of the bank?

   Personal Visit               Advertisement                          Word of Mouth               Other

4. Which type of rate of interest do you prefer, offered?     Yearly        Half yearly           Monthly

5. Do you avail any appreciation from bank for being a good customer?              Yes                No

6. In future service of which bank will you prefer?

SBOP              Cooperative          Stick to same             some other

7. What factors motivate you while going for a particular banking service?

 Interest rate           Schemes & terms               Popularity of bank        All              Other

8. Do you agree that image or brand of the bank has its influence on the customers?

Agree               Disagree




                                                                                                          72
9. Do you think that computerized Banking is the essential of modern banks?

    Strongly Disagree               Somewhat Disagree                     Neutral
    Somewhat Agree                  Strongly Agree

10. Do you think that customer differ in his perception for a Government Bank & private bank?

    Strongly Disagree               Somewhat Disagree                     Neutral
    Somewhat Agree                  Strongly Agree

11. Indicate your level of preference for the following statements regarding the bank.


   Schemes Offered

Strongly Disagree Somewhat Disagree           Neutral      Somewhat Agree           Strongly Agree


   Interest Rate Offered

Strongly Disagree Somewhat Disagree           Neutral      Somewhat Agree           Strongly Agree


   Loan Passing & Repayment Process

Strongly Disagree Somewhat Disagree           Neutral      Somewhat Agree           Strongly Agree


   Flexibility of Schemes

Strongly Disagree Somewhat Disagree           Neutral      Somewhat Agree           Strongly Agree


   Transparency of the process

Strongly Disagree Somewhat Disagree           Neutral      Somewhat Agree           Strongly Agree



   Number of Staff Members

Strongly Disagree Somewhat Disagree           Neutral      Somewhat Agree           Strongly Agree



                                                                                                     73
   Customer Dealing

Strongly Disagree Somewhat Disagree   Neutral   Somewhat Agree   Strongly Agree


   Bank environment

Strongly Disagree Somewhat Disagree   Neutral   Somewhat Agree   Strongly Agree


   Advertisement

Strongly Disagree Somewhat Disagree   Neutral   Somewhat Agree   Strongly Agree


   Bank Image

Strongly Disagree Somewhat Disagree   Neutral   Somewhat Agree   Strongly Agree




                             Thanks for Your Cooperation




                                                                                  74

				
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