Punjab National Bank of India , the first Indian bank started only with Indian capital, was nationalized

in July 1969 and currently the bank has become a front-line banking institution in India with 4525Offices including 432 Extension Counters. The corporate office of the bank is at New Delhi. Punjab National Bank of India has set up representative offices at Almaty (Kazakhistan), Shanghai (China) and in London and a full fledged Branch in Kabul (Afghanistan).Punjab National Bank with 4497 offices and the largest nationalized bank is serving its 3.5 crore customers with the following wide variety of banking services: Corporate banking Personal banking Industrial finance Agricultural finance Financing of trade International banking Punjab National Bank has been ranked 38th amongst top 500companies by The Economic Times. PNB has earned 9th position among top 50 trusted brands in India. Punjab National Bank India maintains relationship with more than 200leading international banks worldwide. PNB India has Rupee Drawing Arrangements with 15 exchange companies in UAE and 1 in Singapore. 2.1.1 HISTORY OF THE BANK Punjab National Bank (PNB) was registered on May 19, 1894 under the Indian Companies Act with its office in Anarkali Bazaar Lahore. The Bank is the second largest government-owned commercial bank in India with about 4,500 branches across 764 cities. It serves over 37million customers. The bank has been ranked 248th biggest bank in the world by Bankers Almanac, London. The bank's total assets for financial year 2007 were about US$60 billion. PNB has a banking subsidiary in the UK, as well as branches in Hong Kong and Kabul, and representative offices in Almaty, Dubai, Oslo, and Shanghai. 1895: PNB commenced its operations in Lahore. PNB has the distinction of being the first Indian bank to have been started solely with Indian capital that has survived to the present. (Thefirst entirely Indian bank, the Ouch Commercial Bank, was established in 1881 in Faizabad, but failed in 1958.) PNB'sfounders included several leaders of the Swadeshi movementsuch as Dyal Singh Majithia and Lala HarKishen Lal, [1] LalaLalchand, Shri Kali Prosanna Roy, Shri E.C. Jessawala, Shri Prabhu Dayal, Bakshi Jaishi Ram, and Lala Dholan Dass. LalaLajpat Rai was actively associated with the management of the Bank in its early years.

 1904: PNB established branches in Karachi and Peshawar. 1940: PNB absorbed Bhagwan Dass Bank, a scheduled bank located in Delhi circle. 1947: Partition of India and Pakistan at Independence. PNB lost its premises in Lahore, but continued to operate in Pakistan. 1951: PNB acquired the 39 branches of Bharat Bank (est. 1942);Bharat Bank became Bharat Nidhi Ltd. 1961: PNB acquired Universal Bank of India. 1963: The Government of Burma nationalized PNB's branch in Rangoon (Yangon). September 1965: After the Indo-Pak war the government of Pakistan seized all the offices in Pakistan of Indian banks, including PNB's head office, which may have moved to Karachi.PNB also had one or more branches in East Pakistan(Bangladesh). 1960s: PNB amalgamated Indo Commercial Bank (est. 1933) in a rescue. 1969: The Government of India (GOI) nationalized PNB and 13other major commercial banks, on July 19, 1969. 1976 or 1978: PNB opened a branch in London. 1986 The Reserve Bank of India required PNB to transfer its London branch to State Bank of India after the branch was involved in a fraud scandal. 1986: PNB acquired Hindustan Commercial Bank (est. 1943) in are sue. The acquisition added Hindustan's 142 branches to PNB's network. 1993: PNB acquired New Bank of India, which the GOI had nationalized in 1980. 1998: PNB set up a representative office in Almaty, Kazakhstan. 2003: PNB took over Nedungadi Bank, the oldest private sector bank in Kerala. Rao Bahadur T.M. Appu Nedungadi, author of Kundalatha, one of the earliest novels in Malayalam, had established the bank in 1899. It was incorporated in 1913, and in 1965 had acquired selected assets and deposits of the Coimbatore National Bank. At the time of the merger with PNB, Nedungadi Bank's shares had zero value, with the result that its shareholders received no payment for their shares.PNB also opened a representative office in London.

2004: PNB established a branch in Kabul, Afghanistan.PNB also opened a representative office in Shanghai.PNB established an alliance with Everest Bank in Nepal that permits migrants to transfer funds easily between India and Everest Bank's 12 branches in Nepal. 2005: PNB opened a representative office in Dubai. 2007: PNB established PNBIL - Punjab National Bank(International) - in the UK, with two offices, one in London, and one in South Hall. Since then it has opened a third branch in Leicester, and is planning a fourth in Birmingham. Gatin Gupta became Chairmen of Punjab National Bank. 2008: PNB opened a branch in Hong Kong. 2009: PNB opened a representative office in Oslo, Norway. 2.1.2 ACHIEVEMENTS Punjab National Bank announced its Q1FY2010 results on 29 J u l y 2 0 0 9 , d e l i v e r i n g 6 2 % y - o - y g r o w t h i n n e t p r o f i t s t o Rs832 crore (Rs512cr), substantially ahead of expectations on account of large treasury gains, apart from healthy operating performance. W hile the banks deposit growth was reasonably robust at 4 . 4 % s e q u e n t i a l l y a n d 2 6 . 5 % y - o - y , u n l i k e t h e p e e r s i t s growth in advances also remained strong at 38% y-o-y. In spite of being at the forefront of PLR cuts, the bank posteda healthy growth in Net Interest Income (NII) of 29% y-o-y. Other Income surged 113% y-o-y, driven by strong treasury gains of Rs355 crore during the quarter in line with industry trends, even as Fee income was also robust at 45% y-o-y, on the back of strong balance sheet growth. Operating expenses were higher than expected on account of Rs150 crore of provisions for imminent wage hikes. Gross and Net NPA ratios remained stable sequentially at 1.8% and 0.2%, with the bank not adopting the guidelines of treating floating provisions as part of tier 2 capital instead of adjusting against NPAs on express permission from the RBI. 2.2 VISION AND MISSION Vision To evolve and position the bank as a world class, progressive, cost effective and customer friendly institution providing comprehensive financial and related services.

Integrating frontiers of technology and serving various segments of society especially weaker section. Commited to excellence in serving the public and alsoexcelling in corporate values Mission To provide excellent professional services and improve itsposition as a leader in financial and related services. Build and maintain a team of motivated workforce with highwork ethos. Use latest technology aimed at customer satisfaction and actas an effective catalyst for socio economic development

Build and maintain a team of motivated workforce with highwork ethos. Use latest technology aimed at customer satisfaction and actas an effective catalyst for socio economic development. 2.3 VALUES AND ETHICS Bonding and Integrity Ethical conduct Periodic disclosure Confidentiality and fair dealing Compliance with rules and regulations 2.4 PRODUCTS AND SERVICESSavings Fund Account Total Freedom Salary Account, PNB PrudentSweep, PNB Vidyarthi SF Account, PNB Mitra SF Account Current Account PNB Vaibhav, PNB Gaurav, PNB Smart Roamer Fixed Deposit Schemes Spectrum Fixed Deposit Scheme, AnupamAccount, Mahabachat Schemes, Multi Benefit Deposit Scheme Credit Schemes Flexible Housing Loan, Car Finance,Personal Loan, Credit Cards Social Banking Mahila Udyam Nidhi Scheme, Krishi Card, PNBFarmers Welfare Trust

Corporate Banking Gold Card scheme for exporters, EXIM finance Business Sector PNB Karigar credit card, PNB Kushal Udhami, PNB Pragati Udhami, PNB Vikas Udhami Apart from these, and the PNB also offers locker facilities, seniorcitizens schemes, PPF schemes and various E-services. 2.5 AWARDS AND DISTINCTIONS Ranked among top 50 companies by the leading financial daily, Economic Times. Ranked as 323rd biggest bank in the world by Bankers Almanac(January 2006), London. Earned 9th place among India's Most Trusted top 50 service brands in Economic TimesA.C Nielson Survey. Included in the top 1000 banks in the world according to The Banker, London. Golden Peacock Award for Excellence in Corporate Governance -2005 by Institute of Directors. FICCI's Rural Development Award for Excellence in Rural Development 2005 2.6 ORGANIZATIONAL STRUCTURE HEAD OFFICE7, BHIKAJI CAMA PLACE, NEWDELHI-66REGIONAL OFFICES (48) ZONAL OFFICES (25) BRANCHES (4525)

4.1 CONSUMER RESEARCH IN DIFFERENT DISCIPLINES A considerable body of literature exists on consumption, consumer behavior and consumer decision making process .Most of the consumer research focused on adopter categories, habits ,attitudes and intentions rather that on actually measuring the satisfaction level with the service. 4.1.1 CONSUMER SATISFACTION PROCESS The paramount goal of marketing is to understand the customer and to influence buying behavior .The process can be depicted as follows:Need recognition- realization of the difference between the desired and the current situation that serves as a trigger for entire process. Search for information. Pre purchase alternative evaluation. Consumption (utilization of the procured option)