Akshu Full Project

CUSTOMER PERCEPTION SERVICES
CHAPTER -1 INTRODUCTION
FINANCE: The word finance comes from the Latin word Finis. Finance is regarded as the lifeblood of the business enterprises. This is because in the modern money oriented economy finance is one of the basic foundations of all kinds of economic activities. It provides access to all the sources being employed in manufacturing and merchandising activities. It has been rightly termed universal lubricant, which keeps enterprise dynamic. It is defined as issuance of distribution and purchase of liability and equity claims, issued for the purpose of generating revenue producing assets. IMPORTANCE OF FINANCE The finance functions are an essential and at the same time a very distinct segment of the overall managerial function. It is indispensable in any organization as it helps in:

Financial planning and successful promotion of an enterprises. Acquisition of funds as and when required at the minimum possible cost.
Proper use and allocation of the funds. Taking sound financial decision. Increasing the wealth of the investor and the nation. Promotion and mobilizing individual and corporate saving
This unique of finance given it an elevated status, which it deserves in the overall business functions. Hence efficient management of every business enterprise is closely linked with efficiency of its finance. Finance is the genesis of the entire business activity.
MLA ACADEMY OF HIGHER LEARNING

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CUSTOMER PERCEPTION SERVICES FORMS OF FINANCE The subject of all finance has been traditionally classified into two classes: 1) Public finance 2) Private finance Public finance deals with the requirements and disbursements of funds in the government institution like states, local self-government and central governments. Private finance is concerned with requirements, receipts and disbursements of funds in case of an individual, a profit seeking business organization and a non-profit organization. FINANCIAL MANAGEMENT Meaning Financial management deals with planning and control of financial operations to corporate enterprises. It is the specialized function directly associated with the top management. Definition According to Joseph and Massie financial management is the operational activity of a business that is responsible for obtaining and effectively utilizing the funds necessary for efficient operation. Financial management refers to all those managerial activities or efforts which are concerned with ascertainment of the finance, short term as well as long term needed by the firm, determination of the sources suitable under the given circumstances and collection of the funds in time, and control over the utilization of funds.

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CUSTOMER PERCEPTION SERVICES 1. RETAIL BANKING
Service with a Smile : Todays finicky banking customers will settle for nothing less. The customers has come to realize somewhat belatedly that he is the king. The customers choice of one entity over another as his principal bank is determined by considerations of service quality rather than any other factor. He wants competitive loan rates but at the same time also wants his loan or Credit cards application processed in double quick time.
He insists that he be promptly informed of changes in deposit rates and service charges and he bristles with customer rage, if his bank is slow redress any grievance he may have. He cherishes the convenience of impersonal net banking but during his occasional visit to the branch he also wants the comfort of personalized human interactions and facilities that makes his banking experience pleasurable in short he wants financial house that will more just clear his cheque and updates his pass book. He wants banks that cares and provides great services. So do banks meets these heightened expectations?. Is there a gap that exists between the
management perceptions and customer perception with reference to the services offered in Retail Banking?.
1.1
What is Retail Banking
Retail Banking is, however, quite board in nature it refers to dealing of commercial banks with individual customers, both on liabilities and assets sides of the balance sheet. Fixed, current or saving accounts on the liabilities side, and mortgages loans (e.g. personal, housing, vehicle , and educational) on the assets side, are the more important of the products offered by the banks. Related ancillary services includes credit cards or depository services. Today retail banking sector is characterized by three basic characteristics :MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES Multiple products (deposits, credit cards, insurance, investments and securities. Multiple channels of distribution (branch, internet) and. Multiple customer groups (consumer, small business and corporate).
1.2
Retail banking in India:
Retail banking in India is not a new phenomenon. It has always been prevalent in India in various forms. For the last few years it has become synonymous with mainstream banking for many banks.
The typical products offered in the Indian retail banking segment are housing loans, consumption loans for purchase of durables, vehicle loans, credit cards and educational loans. The loans are marked under attractive brand names of differentiate the products offered by different banks. As the report on trend and progress of the India 2010-2011.
It has shown that the loan values of these retail lending typically range between Rs.100 lakh. The loans are generally for duration of five to seven years with housing loans granted for a longer duration of 15 years. Credit card is another rapidly growing sub-segment of the product group. In recent past retail lending has turned out to be a key profit driver for banks with retail portfolio constituting 21.5% of total outstanding advances as on March 2011. Theoverall impairment of the retail loan portfolio work out much less then the gross NPA ratio for the entire loan portfolio. Within the retail segment, the housing, loans had the least gross asset impairment. In fact, retailing make ample business sense in the banking sector. While new generation private sector banks have been able to create a niche in this regards, the public sector banks have not lagged behind. Leveraging their MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES vast branch network and outreach, public sector banks have aggressively forayed to garner a larger slice of the retail pei. By international standards, however, there is still much scope for retail banking in India. After all, retail loans constitute less than seven percent of GDP in India.
Vis--vis about 35%for other Asian economics- South Korea (55%), Taiwan(52%), Malaysia (33%) and Thailand (18%). As retail banking in India is still growing form modest base, there is a likelihood that the growth numbers seem to get some what exaggerated. One, thus, thus has to exercise caution in interpreting the growth of retail banking in India.
1.3
Drivers of retail banking business in India
Some of the basic reasons which led to the retail banking growth are as follows :First economic prosperity and the consequent increasing power has given a fillip to a consumer boom. During the 10 years after 1992 India s economy grewat an average rate of 6.8% and continues to grow at almost the same rate-not many countries in the world match this performance
second changing consumer demographics indicate vast potential for growth in consumption both qualitatively and quantitatively. India is one of the countries having highest proportion (70%) of the population below 35 years of age (young population) and china mentioned Indian demographic advantage as an important positive factor for india.

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CUSTOMER PERCEPTION SERVICES Third technological factors played a major role. Convenience in the form of debit cards, internet and phone-banking, anywhere and anytime banking has attracted many new customers into the banking field. Technological innovations relating to increasing use of credit / debit cards, ATMs, direct debits and phone banking has contributed to the growth of retail banking.
Fourth the treasury income of the banks, which had strengthened the bottom lines of banks for the past few years, has been on the decline during the last few years. In such a scenario, retail business provides a good vehicle of profit maximization considering the fact that retails share in impaired assets is far lower than the overall bank loans and advances, retail loans have put comparatively less provisioning burden on bank apart from diversifying income streams.
Fifth decline in interest rates have also bottom lines of banks for the past few years, has been on the decline during the last contributed to the growth of retail credit by generating by demand for such credit.
Opportunities and challenges of retail banking in India Retail banking has immense opportunities in a growing economy like India. As the growth story gets unfolded in India. Retail banking is going to emerge major driver. How does the world view us? As already referred to the BRIC report, talking India as an economic super power; A.T.Kearney, a global management consulting firm, recently identified India as the second MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES most attractive retails destination of 30 emergent markets. The raise of the Indian middle class is an important contributory factor in this regard. The percentage of middle to high income Indian households is expected to continue rising. The younger population not only yields increasing purchasing power, but as far as acquiring personal debt is concerned, they are perhaps more comfortable than previous generations. Improving consumer purchasing power, coupled with more liberal attitudes toward personal debt, is contributing to Indias retail banking segment. Global investors are attracted to India because of the growing number of welleducated, English-speaking workers who are comfortable working in information technology. Indias IT work force will be augmented by a booming population of engineering students. Furthermore, Indias labor pool also serves as an expanding customer base for retail banking products and services. And network management challenges, whereby keeping these complex distributed network and applications operating properly in support of business objectives becomes essential. Specific challenges include ensuring that account transaction applications run efficiently between the branch offices and data centers.
But how competitive are the players?
The entry of new generation private sector banks has changed the entire scenario, earlier the household savings went into banks and the banks then lent out money to corporate. Now they need to sell banking. The retail segment, which has earlier ignored, is now the most important of the lot, with the banks jumping over one another to give out the loans. The consumer has never been so lucky with so many banks offering so many products to choose. With supply far exceeding demand it has it has been a race to the MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES bottom, with the banks under cutting one another. A lot of foreign banks have already burnt there fingers in the retailing game and have now decided to get out of a few retail segments completely.
About the foreign giants? In foreign banks have identified the wide opportunity but there are certain systematic risk involved in operating in the retail market for them.
Reasons for the change over from corporate banking to retail banking: The financial sector reforms undertaken by the government since the year 1991 have accelerated the process of disintermediation which was encouraged blue chip corporate to access cheaper funds to meet their working capital requirements directly from investors in India and abroad through capital market instruments and external commercial borrowing route thus by-passing banks. In the process most of the banks have experienced substantial reduction in interest spreads and drain on their profitability. The introduction of stringent asset classification, income
recognition and provisioning norms has resulted in growing of non performing assets (NPAS) in corporate loans which has affected the asset quality, profitability and capital adequacy of banks adversely. The risk involved incorporate loans are very high as corporate have to keep all their eggs in one basket. The risk involved in retail banking advances are comparatively less as well diversified as loan amounts are relatively small ranging from Rs. 5000 to Rs. 100 lakh and repayable normally in short period of 3 years except housing loans (where repayment period is long up to MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES 15 years in some cases) and from fixed sources of income like salaries. retail banking clients are generally loyal and tend not to change from one bank to another very often. The housing loans, which from the major chunk of retail lending and where NPAs are the least, carry risk weight of just 50% for capital adequacy purposes. This is likely to come down further as new basel capital Acco or (basel II) norms are put in place from the year 2006. This offere added incentive to banks for leanding to this retail segment as against corporate lending where capital consumption is higher. The greater amount of consumerism in the country with up swing in income levels of burgeoning middle class, which has propensity to consume to raise there standard of their living, is enlarging the retail markets. This market is growing 250% per year and boosting the demand for credit from households. The potential is huge as present penetration level is just over 2% in the country. Given the easy liquidity scenario in the country the growth retain this sector is likely to go up many fold in the years come. This offers great potential for banks to enlarge their loan books.
Impact of retail banking : The impact of retail banking is that, the customers have become the emperors in all banking activities, both on the asset side and the liabilities front. The sellers market has transformed into buyers market the customers have multiple of choices before them now for cherry picking products and services , which suites their life styles and tastes and financial requirements MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES as well. Banks go to there customers more often than the customers go to there banks.
Problems faced in retail banking Retail banking has all its attendant risks. It is highly sensitive banks go to move countinously. It is easy to enter, but difficult to get out. A systematic and a calculated approach is the pre-requisite for success in the long run Retail banking is being introduced with the concept of serving customer with better and innovative products with the latest technology and easy availability. It becomes so popular and widely acceptable that more and more customers had started to use it. Now it becomes a mass product. Customer data base have tremendously increased and it becomes difficult to manage them Todays competitive market customer has more than one options for his retail banking needs. Every bank is providing more or less similar kind of products. so an unsatisfied customer can easily switch over to another competitors bank. So banks need to be very careful in handling the customers. they have to continually improve their service standards Retail baking is so wide accepted by the customers as well as very aggressively promoted by the bankers that if the bankers do not take adequate care in distributing and MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES recovering advances, there are chances of increasing in NPAS in coming feature. And that would be an al arming situation.
Retail banking products portfolio
A. There are many products in retail banking like fixed deposit, savings account, current account, recurring account, NRI account, corporate salary account, free demat account, kids account , senior citizen scheme, cheque facilities, overdraft facilities , free demand draft facilities , locker facilities, cash credit facilities, etc. they are listed and explained as follows :
1. Fixed deposits:
The deposits with the bank for a period, which is specified at the time of making the deposit is known as fixed deposits. Such deposits are also known as FD or term deposits. A fixed deposits is repayable on the expiry of a specified period no. The rate of interest and other terms and conditions on which the banks accepted FD were regulated by the RBI, in section 21 and 35 A of the banking regulation act 1949. Each bank has prescribed their own rate of interest and has also permitted higher rates on deposits above a specified amount. RBI has also permitted the banks to formulate FD schemes specially meant for senior citizen with higher interest than normal.

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CUSTOMER PERCEPTION SERVICES 2. Saving account: saving bank account is meant for the people who wish to save a part of their current income to meet their future needs and they can also earn in interest on their savings. The rate of intrest payable on by the bank on deposits maintained in savings account is prescribed by RBI.
3. Current account : A current account is and running account , which may be operated upon any number of times during a working day. There is no restriction on the number and the amount of withdrawals from a current account . current account , suits the requirements of a big businessmen, joint stock companies , institutions , public authorities and public corporation etc.
4. Recurring deposits :
A variant of the saving bank account is the recurring deposit or cumulative deposit account introduced by banks in recent years. Here, a depositor is required to deposit an amount chosen by him. The rate of interest on the recurring deposit account is higher than as compared to the interest on the saving account. Banks open such accounts for compared to the interest on the saving account. Banks open such accounts for periods ranging from 1 to 10 years. The recurring deposit account can be opened by any number of persons, more than one person jointly or severally, by a guardian in the name of a minor and even by a minor MLA ACADEMY OF HIGHER LEARNING
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5. NRI Account:
NRI accounts are maintained by banks in rupees as well as in foreign currency. Four types of Rupee account can be open in the names of NRI: a. b. c. d. Non Resident Rupee Ordinary Account (NRO) Non Resident External Account (NRE) Non Resident ( Non Reportable Deposit Scheme ) ( NRNR) Non Resident ( special)Rupee Account Scheme ( NRSR)
Apart from this, foreign currency account is the account in foreign currency. The account can b e o p e n n o r ma l l y i n U S D o l l a r , P o u n d S t e r l i n g , E u r o . Th e a c c o un t s o f NR I s a r e I n d i a n millennium deposit, Resident foreign currency, housing finance scheme for NRI investment schemes.
6. Corporate Salary Account:
Corporate Salary account is a new product by certain private sector banks, foreign banks and r e c e n t l y b y s o me p u b l i c s e c t o r b a n k s a l s o . Un de r t h i s a c c o u n t s a l a r y i s d e p o s i te d i n t h e account of the employees by debiting the account of employer. The only thing required is the account number of the employees and the amount to be paid them as salary. In certain cases the minimum balance required is zero. All other facilities available in savings a/c is also available in corporate salary account.

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CUSTOMER PERCEPTION SERVICES 7. Demat Account:
Dematerialization is a process by which physical share certificates / securities are taken back by the company or registrar and destroyed ultimately. An equivalent number of shares are credited electronically to customers depository account. Just like saving/current account with a bank one can open a securities account with the depository through a depository participant. 8. Kids Account ( Minor Account ) :
Children are invited as customer by certain banks. Under this, Account is opened in the name of kids by parents or guardians. The features of kids account are free personalized cheque book which can be used as a gift cheque , internet banking , investment services etc.
9. Senior Citizenship Scheme:
Senior citizens can open an account and on that account they can get interest rate some what more than the normal rate of interest. This is due to some social responsibilities of banks towards aged persons whose earnings are mainly on the interest rate.
B. Loans and Advances:
The main business of the banking company is lending of funds to the constituents, mainly traders, business and industrial enterprises. The major portion of a banks funds is employed by way of loans and MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES advances, which is the most profitable employment of its funds. There are three main principles of bank lending that have been followed by the commercial banks and they are safety , liquidity, and profitability. Banks grant loans for different periods like short term, medium term, long term and also for different purpose.
1. Personal Loans : This is one of the major loans provided by the banks to the individuals. Th e r e t h e b o r r o we r c a n u s e f o r h i s / h e r p e r s o n a l p u r p o s e . Th i s ma y b e r e l a t e d t o h i s / h e r business purpose. The amount of loan is depended on the income of the borrower and his/her capacity to repay the loan.
2. Housing Loans: NHB is the wholly own subsidiary of the RBI which control and regulate wh o l e industry as per the
g u i d a n c e a n d i n f o r ma t i o n . Th e p u r p o s e o f l o a n i s ma i n l y f o r purchase, extension, renovation, and land development.
3. Education Loans: Loans are given for education in country as well as abroad.
4. Vehicle Loans: Loans are given for purchase of scooter, autorickshaw, car, bikes etc. Low interest rates, increasing income levels of people are the factors for growth in this sector. Even for second hand car finance is available.
5. Professional Loans : Loans are given to doctor, C.A, Architect, Engineer or Management Consultant. Here the loan repayment is normally done in the form of equated monthly. MLA ACADEMY OF HIGHER LEARNING
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6. Consumer Durable Loans: Under this, loans are given for acquisition of T.V, Cell phones, A.C, Washing Machines, Fridge and other items.
7.
Loans
a g a in s t
Shares
and
Securities :
Finance
a g a i n s t s h a r e s a r e g i v e n b y b a n k s f o r different uses. Now-adays finance against shares are given mostly in demat shares. A margin of 50% is normally accepted by the bank on market value. For these loans the documents required are normally DP notes, letter of continuing security, pledge form, power of attorney. This loan can be used for business or personal purpose.
Retail Banking Services
1. CREDIT CARDS: A credit card is an instrument, which provides
immediate credit facilities to its holder to avail a v a r i e t y o f g o o d s a n d s e r v i c e s a t t h e me r c h a n t o u t l e t s . I t i s m a d e o f p l a s t i c a n d h e n c e popularly called as Plastic Money. Such cards are issued by bank to persons with minimum income ranging between RS 50000 and RS 100000 per annum and are accepted by a variety of business establishments which are notified by the card issuing bank. Some banks insist on the cardholder being their customers while others do not. Few banks do not charge any fee for issuing credit cards while others impose an initial enrollment fee and annual fee also. If t h e a mo u n t i s n o t p a i d wi t h i n t h e t i me duration the bank charges a flat interest of
2 .5 % . Leading Indian Banks such as : SBI, BOB, Canara MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES Bank, ICICI, HDFC and a few foreign banks like CITIBANK, Standard Chartered etc are the important issuers of credit card in India.
2. DEBIT CARDS: It is a new product introduced in India by Citibank a
few years ago in association with master card. A debit card facilities purchases or payments by the card holder. It debits nationalized largest commercial banks with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a national leader of India, described the step as a masterstroke of political sagacity. within two weeks of the issue of the ordinance the parliament passed the banking companies (acquisition and transfer of undertaking) Bill, and it receiver the precedential approval on 9 august, 1969. A second of nationalization of 6 more commercial banks followed in 1980. The started reason for the nationalization was to give the government more control of credit delivery. With the second does of nationalization. The GOI controlled around 91% of the banking business of India. Later on , in the year 1993, the government merged new bank of India with Punjab national bank. It was the only merger between nationalized banks and resulted in there deduction of the number of nationalized banks from 20 to 19. After thus, until the 1990s, then nationalized banks grew at a pace of around 4% , closer to the average growth rate of the Indian economy. The nationalized banks were credit by some, including home minister p. Chidambaram to have helped the Indian economy with stand the global financial crisis 2010-2011.

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CUSTOMER PERCEPTION SERVICES Liberalization: In the early 1990s Narsimha rao government embarked on a policy of liberalization , licensing a small number of private banks . These came to be known as new generation these included global trust bank . this move, along with the rapid growth in the economy of India, revitalized the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of the bank namely, government banks, private banks and foreign banks. The next stage for Indian banking has been set up with the proposed relaxation in the norms for foreign direct investment. Banker s, till this time, were used to the 4-6-4 method (borrow at 4%; lend at all methods of working for traditional banks. All this led to the retail boom in India. People not just demanded more from their banks but also received more. Currently, banking in India is generally fairly nature in terms of supply, product range and reach- even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy , Indian banks are consider to have clean, strong and transparent balance sheets relative to other banks in comparable economics in its region. The reserve bank of India is an autonomous body , with the pressure from the government . the started policy of the bank on the Indian rupee is to manage volatility but without any fixed exchange rate and this has mostly has been true. With the growth in the Indian economy expected to be strong for quite some time especially in its services sector- the demand for banking services, especially retail banking , mortgage and investment services are expected to be strong . one may also expect M&As , takeovers and asset sales .

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CHAPTER - 2 RESEARCH DESIGN

STATEMENT OF THE PROBLEM. The research problem selected for the purpose of this dissertation is A STUDY ON CUSTOMER PER CEPTATION SERVICES PROVIDED TOWARDS INDIAN BANK. This is bring about the scenario of banking sectors in the recent development as how customers are comfortable in dealing in facilities of bank. Banks are most useful for the people which helps them in depositing, drawing, saving the money not only money but also gold ornaments etc.
OBJECTIVES. To know how the bank facilities are provided. To provide more information about locality of the bank branches. To ensure that they give loans with adequate documents. To develop the bank and good rapport with customers.
SCOPE OF THE STUDY. The study is extended to know employees/personnel in Indian bank. It also shows how staff in knowledgeable regarding question asked by customer.
SAMPLING DESIGN. The study has used Non- Probability sampling design. Non- probability sampling involves deliberate selection of a particular unit of the population for constituting a sample.

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DATA COLLECTION METHOD. A. Primary data: The primary data was collected by means of a survey. Questionnaire was prepared and customers of the bank were approached to fill up the questionnaire. The filled up information was later analyzed to obtain the required information. B. Secondary data: In order to have a proper understanding of the sector of retail banking, an in depth study was done from the various books, magazines, journals and articles written on the subject. Information was taken from the internet related to industry, company, competitors, etc.
STATISTICAL TOOL. 80 percentage of persons have been used various statistical tool for the analysis of data. Percentage analysis, and cross tabulation. PLAN OF ANALYSIS. The various statistical techniques are used for analysis such as graphs, charts, tables, for support and inferences are drawn accordingly.
OVERVIEW OF CHAPTER SCHEME. It includes chapter-1 INTRODUCTION RESEARCH DESIGN COMPANY PROFILE ANALYSIS & INTERPRETATION FINDINGS, SUGGESTION & CONCLUSION.

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LIMITATION OF STUDY. From the sample may not reflect the universe. The data limitation of study is time factor, due to time the detail study was made. Analysis is done based on assumption, that information provided by respondents is accurate & genuine

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CHAPTER 3 COMPANY PROFILE

Vision To emerge as the most preferred bank in the country in terms of brand, values, principles with core competences in fostering customer aspirations, to build high quality assets leveraging on the strong and vibrant technology platform in pursuit of excellence and customer delight and to become a major contributor to the stable economic growth of the nation.
Mission: To provide a secure, agile, dynamic and conducive banking
environment to customers with commitment to values and unshaken confidence, deploying the best technology, standards, processes and procedures where customer convenience is of significant importance and to increase the stake holders value.
FUNCTIONS OF INDIAN BANK: The deposits of rural and semi-urban total deposits and it also term loan deposits. Financing short-term loans for seasonal agricultural operations and for marketing of agricultural products. Providing cash credit loans to meet working capital requirement for processing and marketing of customer needs.

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CUSTOMER PERCEPTION SERVICES Advancing medium-term loan for development of agricultural infrastructure such as lift-irrigation, dairy, poultry, plant at Oviedo and small business etc That constitutes schematic leading. Advancing working capital loans to state level, national level, international level and also public sector undertaking. Supporting the primary agricultural credit societies under business development plans. To provide for remittances of funds by demand draft, mail transfer, ATM services and collection of cheques etc
PRESENT STATUS OF ORGANISATION DIRECTORS REPORT; The director say that they are very much pleasure to present their 41 annual report of the bank and audited financial statement for the year 2010-2011. Despite set back challenges that severely affected the Indian bank industry,
Indian bank ended the year 2010-2011 standing total proceeding after having succeeded in strengthening the financial viability.
FINANCIAL PERFORMANCE: The banks overall performance during financial year Net profit for 2010-11 crossed the Rs.1700 crore marks and was at Rs.1714.1 crore as compared to Rs.1555 crore for 2009-10, showing a growth of 10.2%.

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CUSTOMER PERCEPTION SERVICES SOURCES OF FUND THE BANKS MAIN SOURCES OF FUND FROM THE FOLLOWING: Owned funds Deposits and Borrowings
Total net income; During the year, total income of the Bank increased to Rs.10542.9 crore with a strong growth in interest income to the tune of Rs.9361.0 crore or 21.4 per cent. Net interest income registered a rise to Rs.4036 crore (27.7 per cent).
Deposits; Total Deposits grew by Rs.17, 576 crore to Rs.105, 804 crore, a growth of 19.9 per cent for the year 2010-11
Advances; Gross Advances were at Rs.75, 726 crore, registering an increase of Rs.13,068 crore (20.9 per cent) as on 31.3.2011.
Milestone: 1907: Established on 15 August 1932: Indian Bank opened a branch in Colombo. 1935: IB opened a branch in Jaffna. 1939: IB closed the Jaffna branch. 1940: IB opened a branch in Rangoon (Yangon). 1941: IB closed the Rangoon branch but opened branches in Singapore (where future branch manager KB Pisharody (1915
1998) started his career in the same year), and in Kuala Lumpur, Ipoh, MLA ACADEMY OF HIGHER LEARNING
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CUSTOMER PERCEPTION SERVICES and Penang. The rapid advance of the Japanese Army forced IB to close all its branches in Malaya and Singapore. 1942: IB closed the Colombo branch. Post-WWII: IB reopened its Malayan and Singapore branches. 1948: IB reopened its branch in Colombo. 1960s: IB acquired Mannargudi Bank (est. 1932) and Salem Bank (est. 1925). 1969: The Government of India nationalized 14 top banks, including Indian Bank. 1973: Indian Overseas Bank, Indian Bank and United Commercial Bank established United Asian Bank Berhad in which IOB held 16.67% of the paid up capital, as a result of a new banking law in Malaysia that prohibited foreign government banks from operating in the country. 1978: IB became a technical adviser to P T Bank Rama in Indonesia, the result of the merger of P T Bank Masyarakat and P T Bank Ramayana. 1980: IB, Bank of Baroda, and Union Bank of India established IUB International Finance, a licensed deposit taker in Hong Kong. Each of the three banks took an equal share in the joint venture. 1987: IB acquired Bank of Tanjore (Bank of Thanjavur) in Tamil Nadu in a rescue. 1998: Bank of Baroda bought out its partners in IUB Intl. Fin. in Hong Kong. Apparently this was a response to regulatory changes following Hong Kongs reversion. IUB became Bank of Baroda (Hong Kong), a restricted license bank. 2007: IB celebrated its centenary year.

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CUSTOMER PERCEPTION SERVICES REWARDS: Under the Chairmanship of Mr T M Bhasin, Indian Bank has received following Awards in 2010-11 :
Ranked first in profitability by the Financial Express and Ernst &Young Survey and the overall ranking as second amongst the Public Sector Banks
SKOCH Award for the Self Help Group initiatives Best OUTLOOK MONEY Award for Best Bank under the Educational Loan category
Amity Corporate Excellence Award for Best Customer Service CELENT Award for Benchmarking of Banks in India Best Banker Award for SHG Movement from the State Government of Tamilnadu
BOARD OF DIECTORS Chairman & Managing Director Director (Shareholder) Executive Director Nominee (Govt) Director (Workman Employee) Executive Director Nominee (RBI) Company Secretary Director (Shareholder) T M Bhasin Narendra Kumar Agrawal V Rama Gopal Shaktikanta Das M Jayanath Rajeev Rishi N Krishna Mohan A Ganesa Rathnam Sanjay Maken Chintaman Mahadeo Dixit Director(Part-time Nonofficial) Amarjit Chopra Butchi Rami Reddy MLA ACADEMY OF HIGHER LEARNING
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Organization structure:
Board of directors
Chairman and managing directors
Executive directors
General Manager
Deputy General Manager
Assistant general manager
Chief Manager
Senior manager
Manager
Assistant branch manager
Other staff people
Attenders

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CUSTOMER PERCEPTION SERVICES SERVICES PROVIDED BY INDAIAN BANK: Financial short term loan Financing of medium term loan Financing IBAGRI CARD KISSAN GOLD card KISSAN BUKE card MICRO CERDIT card Kcc plus Jana shree Loans: Home loan Banking loan Vehicle loan Mortgage loan Education loan Installment loans Jewel shop Other loans: Jala nidhi scheme:- existing hut, house, office, the loan amount maximum of Rs.100000 repayment of loan 2 yrs and interest is 9% Doctor plus scheme:- individual and partnership firms, the start nursing home, hospital, x-ray, labs etc,. The maximum amount is Rs. 5000000 maximum 10 yrs and interest is 9%. Personal banking Fixed deposit Current deposits Current savings bank deposits MLA ACADEMY OF HIGHER LEARNING
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CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

Table showing the age group of respondents. Table no 1
AGE GROUPS 10 20 20-30 30-40 40-50 Total
RESPONDENTS 8 36 12 24 80
PERCENTAGE 10% 45% 15% 30% 100%
Analysis : from the above table it is clear that 10% of respondents are of age from 10 to 20, 45% respondents are under age of 20 to 30, 15% are of 30 to 40 age, and 30% are of age group 40 to 50.

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Chart showing age group of respondent age group: Chart 1
% o f a g e g r o u p s
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
100%
45% 30% 10% 10 20 20-30 15% 30-40 age groups 40-50 Total
Interpretation: From the above graph it is clear that highest respondents are from the age group of 20 to 30 with 45%, and least of respondents are of age group 10 to 20, that is children.

Page 30
Table showing the gender of respondents: Table 2
GENDER Male Female Total
RESPONDENTS PERCENTAGE 48 32 80 60% 40% 100%
Analysis: From the above table, its clear that most of the respondents are male.

Page 31
Chart showing gender of respondents: Chart 2
r e s 100% p % 80% o n 60% o d 40% f e 20% n 0% t s
60% Male
40% Female gender
100% Total
Interpretation: From the above graph it is clear that most of the respondents are male and 40% are female.

Page 32
CUSTOMER PERCEPTION SERVICES Table showing the occupation of respondents. Table 3
OCCUPATION Employees Students House wife Total
RESPONDENTS 56 16 8 80
PERCENTAGE 70% 20% 10% 100%
Analysis : From the above table shows that 70% of respondents are employees, 20% respondents are students and 10% of respondents are house wife.

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Chart showing percentage of occupation respondents. Chart 3
r 100% e 90% s 80% p 70% % o 60% n 50% o d 40% f e 30% n 20% t 10% s 0%
70%
20% Employees Students
100% 10% House wife Total
occupation
Interpretation : From the above table shows that 70% of respondents are employees, 20% respondents are students and 10% of respondents are house wife.

Page 34
Table showing the courtesy level of employees. Table 4 COURTESY LEVEL RESPONDENTS 60 12 4 4 80 PERCENTAGE 75% 15% 5% 5% 100%
OF EMPLOYEES Good Very good Excellent Poor Total
Analysis : From the above table we can understand that 75% of courtesy level of employees is good, 15% of employees are very good, 5% of employees are excellent and 5% of employees are poor.

Page 35
Chart showing the courtesy level of respondents: Chart 4

r 100% e 90% s 80% p 70% % o 60% n 50% o d 40% f 30% e 20% n 10% t 0% s
75% good
15% very good
5% excellent
5% poor
100% total
courtesy level
Interpretation: From the above chart it is clear that courtesy level of the employees are good as per majority of the respondents that is 75%.

Page 36
Table showing respondents showing knowledge: Table 5 EMPLOYEES SOLVING YOUR QUESTIONS Good Very good RESPONDENTS 28 32 PERCENTAGE 35% 40%
Excellent Poor Total
12 8 80
15% 10% 100%
Analysis: The above table shows that employees solving the question to respondents are 35% is good, 40% are very good, 15% are excellent, 10% are poor.

Page 37
CUSTOMER PERCEPTION SERVICES Chart showing respondents knowledge: Chart 5
s o l v i n g
e m p l o y e e s
Total q u Poor e s t Excellent i o Very good n s Good 0
80 8 12 32 28 20 40 60 80 100
% of respondents
Interpretation: From the above graph it is clear that 32% respondents feel that bank staffs are knowledgeable.

Page 38
Table showing how fast the personnel are attending to responds: Table 6
EMPLOYEES SOLVING YOUR QUESTIONS Good Very good Excellent Poor Total 28 32 12 8 80 RESPONDENTS PERCENTAGE 35% 40% 15% 10% 100%
Analysis: From the above table , its clear 35% people responding are good. 40% of people are very good, 15% of people are excellent and 10% of people are poor.

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Chart showing how fast they respond: Chart 6
r e s p o n d i n g
Total a Poor b i l Excellent i t Very good y Good 0% 10% 15% 40% 35% 20% 40%
100%
60%
80%
100%
percentage
Interpretation: From the above table, its clear 35% people responding are good. 40% of people are very good, 15% of people are excellent and 10% of people are poor.

Page 40
Table showing the problems are being faced by respondents with regards to facilitates offered in the bank. Table 7
FREQUENT PROBLEM BY BANK ATM Demand draft Cheque Transaction time Total RESPONDENTS PERCENTAGE 44 4 8 24 80 55% 5% 10% 30% 100%
Analysis: From the above table 55% respondents frequent problems are facing in ATM, 5% comes demand draft, 10% during cheque and 30% of them during transaction time.

Page 41
Chart showing the problems are being faced with regards to facilities in bank. Chart 7
Total Transaction time Cheque Demand draft ATM 0%
100% 30%
10% 5% 55%
20%
40%
60%
80%
100%
Interpretation: From the above graph most of respondents are facing problems in ATMs.

Page 42
Table showing how many are comfortable in opening the accounts. Table 8
COMFORTABLE BANK ACCOUNTS Savings account Joint account Current account Total
IN RESPONDENTS PERCENTAGE 76 4 0 80 95% 5% 0% 100%
Analysis: From the above table, 95% are comfortable opening the saving accounts, 5% comes under in joint account and there is nil in current accounts.

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Chart showing how comfortable are opening the accounts: Chart 8
r 100% e 90% s 80% p 70% % o 60% n 50% o d 40% f e 30% 20% n 10% t 0% s
100% 95%
5% Savings account Joint account
0% Current account Total
accounts
Interpretation: From the above chart most of the respondents are satisfied in savings bank account. Respondents are not interested in current account.

Page 44
Table showing how facilities in branch/bank facility are comfortable. Table 9 COMFORT FACILITIES RESPONDENTS PERCENTAGE 48 4 8 20 80 60% 5% 10% 25% 100%
OFFERED BY BANK Seating arrangements AC Rest room Drinking water Total
Analysis: From the above table, 60% of seating arrangements are good, 5% comes under AC, 10% comes under rest room and 25% comes under drinking water.

Page 45
Chart showing facilities are good in branches. Chart 9
r 100% e 90% 80% p 70% 60% % o 50% n 40% 30% o d 20% 10% f e 0% n t s
100%
60%
5%
10%
25%
fecilities
Interpretation: From the above chart, 60% of respondents are comfortable with seating arrangements, 25% of respondents are satisfied with drinking water and few of them are satisfied with AC and rest room.

Page 46
Table showing the quality of ATM services provided. Table 10 QUALITY SERVICES Good Very good Excellent Poor Total OF ATM RESPONDENTS PERCENTAGE 36 16 20 8 80 45% 20% 25% 10% 100%
Analysis: From the above table, 45% of ATM services are good and, 20% comes under very good, 25% comes under excellent and 10% comes under poor.

Page 47
Chart showing in quality of ATM is provided: Chart 10
q u a l A i T t M y o f
Total Poor Excellent Very good Good 0% 25% 20% 45% 10%
100%
20%
40%
60%
80%
100%
percentage
Interpretation: From the above chart, 45% of respondents think quality of ATM is good and accessible. And some of them think it is excellent.

Page 48
Table showing debit card services are provided. Table 11
QUALITY OF DEBIT CARD SERVICES Good Very good Excellent Poor Total RESPONDENTS PERCENTAGE 12 20 44 4 80 15% 25% 55% 10% 100%
Analysis: From the above table, 15% of debit card is good, 25% comes under very good, 55% comes under excellent and 10% comes under poor.

Page 49
Chart showing how useful debit cards are provided. Chart 11
Good, 15% Total, 100%
Very good, 25% Excellent, 55%
Poor, 10%
Interpretation: From the above chart, respondents think that debit cards are very useful and easy. And 25% think debit cards are very good.

Page 50
Table showing credit card services are provided. Table 12 QUALITY OF CREDIT RESPONDENTS PERCENTAGE 20 20 12 28 80 25% 25% 15% 35% 100%
CARD SERVICES Good Very good Excellent Poor Total
Analysis: From above table, 25% are good, 25% comes under very good, 15% comes under excellent and 35% comes under poor.

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Chart showing how useful in credit cards: Chart 12

r 100% e 90% s 80% p 70% % o 60% n 50% o d 40% f e 30% n 20% t 10% s 0%
100%
25%
25%
35% 15%
Good
Very good Excellent usefullness
Poor
Total
Interpretation: From the above chart, respondents think that credit cards are not so useful than debit cards. Because credit cards incur more of interest.

Page 52
Table showing how fast they disbursing the loans. Table 13 RATING IN DISBURSING OF LOANS Good Very good Excellent Poor Total RESPONDENTS PERCENTAGE 28 20 0 32 80 35% 25% 0% 40% 100%
Analysis: From the above table, 35% of them are good, 25% comes under very good, there is nil in excellent and maturity is 40% of them are poor.

Page 53
Chart showing how fast the loans are processing to the responds. Chart 13
r 100% e 90% s 80% p 70% % o 60% n 50% o d 40% f e 30% n 20% t 10% s 0%
100% 35% 25% 0% Good Very good Excellent Poor Total 40%
loans processing to responds
Interpretation: From the above chart, respondents are not satisfied with fast loans. 40% are not satisfied with loans disbursing.

Page 54
Table showing the interest rates are being offered : Table 14
INTEREST
RATES RESPONDENTS PERCENTAGE 44 12 8 16 80 55% 15% 10% 20% 100%
OFFERED BY BANK Good Very good Excellent Poor Total
Analysis: From the above table, maturity 55% of them are satisfied, 15% comes under very good, 10% comes under excellent and 20% comes under poor.

Page 55
Chart showing interest rates being offered: Chart 14
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Good Very good Excellent Poor Total
Interpretation: From the above chart majority of the respondents satisfied interest rates

Page 56
Table showing uses of net banking facility are provided. Table 15
NET BANKING FACILITY USED BY CUSTOMERS Yes No Total RESPONDENTS PERCENTAGE 32 12 80 85% 15% 100%
Analysis: From the above table 85% of people are using net banking, only 15% of people are not using it.

Page 57
Chart showing how many of them is using the net banking facilities. Chart 15
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Total 15% 85% 100%
Interpretation: From the above graph, most of them use net banking facilities given by banks. Except 15% of respondents all other respondents use net banking facilities.

Page 58
CUSTOMER PERCEPTION SERVICES Table showing the quality of net banking facility is provided in banks. Table 16
QUALITY BANKING
OF
NET
FACILITY RESPONDENTS PERCENTAGE 52 12 4 12 80 65% 15% 10% 15% 100%
USED BY CUSTOMERS Good Very good Excellent Poor Total
Analysis: From the above table 65% of respondents think that net banking facilities are good, 15% comes under very good, 10% comes under excellent and 15% comes under poor.

Page 59
Chart showing net banking facility is offered. Chart-16
Total, 100%
Good, 65%
Poor, 15%
Very good, 15% Excellent, 10%
Interpretation: From the above graph, most of them like net banking facilities given by banks. Except 15% of respondents all other respondents like net banking facilities.

Page 60
CUSTOMER PERCEPTION SERVICES Table is showing more than one account. Table 17 CUSTOMERS HOLDING MORE RESPONDENTS PERCENTAGE 36 44 80 45% 55% 100%
THAN ONE ACCOUNT Yes No Total
Analysis: From the above table, 45% of people are opened more than one account, 55% of people are not opened.

Page 61
Chart showing more than one account: Chart 17
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No Total 45% 55% 100%
Interpretation: From the above chart, 55% of respondents have only one account and 45% of respondents have more than one account.

Page 62
Table showing banking sector is developed. Table 18 RATING IN
DEVELOPMENT OF BANKS Developed Developing Under-developed Total RESPONDENTS PERCENTAGE 28 36 12 80 35% 45% 15% 100%
Analysis: From the above table, 35% of people are saying the bank has developed, 45 % of people are saying that still bank is developing and 15% of people are saying that under developed.

Page 63
Chart showing bank sector is developed or under progress. Chart 18
r e s p % o n o d f e n t s
100% 80% 60% 40% 20% 0% 35% 45% 15% 100%
development
Interpretation: From the above chart, it shows that the bank is developing..45% respondents feel the bank is developing.

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FINDINGS
45% of the respondents fall under the age category of 20-30years. 60% of the respondents are males 40% are females. 70% are employees., 20% are students and 8% are house wife. Therefore 70% are educated. 40% are not interested in the loan. 75% of the respondents have rated the bank good with regard to the courtesy level of the banks personnel/ staff. 40%of the respondents have rated the bank good with regard to the bank staffs knowledge in answering/ solving the customers queries. 4 0 %o f t h e r e s p o n d e n t s h a v e r a t e d t h e b a n k g o o d w i t h r e g a r d t o t h e f a s t n e s s , t h e personnel show in responding/ attending to the customer. 5 5 % o f t h e r e s po n d e n t s h a v e r a t e d t h e b a n k g o o d wi t h r e g a r d t o t h e e a s i n e s s t h e customers found to open an account with the bank. MLA ACADEMY OF HIGHER LEARNING
Page 65
55% of the respondents have rated the bank, average, with regard to the promptness in keeping the customers informed of deposit rates/ service charges; whereas the management rates it to be very good which reveals a gap existing in this service between the two perspectives. 60% of the respondents have rated the bank very good with regard to the comfort facilities it offers. 45% of the respondents have rated the bank average with regard to the quality of the ATM services provided by the bank; whereas management rates it to be very good which again reveals a gap existing in between the two perspectives. 35% out of the few who have availed loan from any of the bank have rated the banks fastness in processing and disbursing loans to be good. 15% of the respondents have rated the bank average with regard to the interest rate currently being offered. The management has rated this as good which shows a slight gap existing and also that the interest rate offered by the bank is not much satisfactory to the customers.

Page 66
CUSTOMER PERCEPTION SERVICES 10% of the respondents who use the internet and mobile facilities have rated banks this facility to be average. The management has rated this as very good which shows a slight gap existing and also the dissatisfaction of the customers regarding this service. 85%of the respondents use the mobile and internet banking facility of the bank Interest rate offered by a bank is rated as the first attribute which a customer considers to choose a bank before going for a bank loan.

Page 67
SUGGESTIONS
50%of the respondents felt that the interest rates on loan were high and hence the interest rates may be reduced to attract more customers. Only 40% of the respondents being female, the bank can look forward to design few more schemes to attract the female customers. Since the respondents are unaware of the services provided through internet(15%) banking; initiatives, such as posting a list of services that are rendered to the customers inside th e bank premises, demo of the services in t h e b a n k w e b s i t e ; c a n b e done to ma k e the c u s t o me r s a wa r e , and use the
s e r v i c e s provided through ATM, internet and mobile banking of the bank.

Page 68
CONCLUSION:
Customers always look for more facilities and better interest rates when compared to other banks they have account with, so, through innovation and competitive pricing strategy the bank can foster business relationship with its customers. The gap analyzed can be minimized by better technology, customer service and also by creating awareness about the various services; thereby increasing the customers base. So as to retain the existing customers and to build up customers loyalty, customer relationship management should be given more importance.

Page 69
BIBLOGRAPHY.
Reference Law and practice of banking Recent trends in finance
Author & publications Appannaiah reddy, vijayendra. Internet, G-mail
Referred various projects of previous year.

Page 70
CUSTOMER PERCEPTION SERVICES Questionnaire on Customer perception services provided towards Indian bank. Please tick ( ) on the scale of 1-4 the number you feel is the most appropriate (1 being the least and 5 being the highest. Where 4=Excellent; 3=Very good ; 2=Good; ; 1=poor). 1. Name2. age3. sex4. occupation5. On a scale of 1-4 how do you rate the courtesy levels of your banks staff ? male( ) female( )
A. Poor ( ) c. Very good ( )
B. Good ( ) D .Excellent ( )
6. Rate as to how well knowledgeable you feel the bank staff is in answering/solving your questions ?
A. Poor ( ) c. very good ( )
B. Good ( ) D. Excellent ( )
7. Rate the aspect as to how fast the personnel are in responding/attending to you ? A. Poor ( ) C. Very good ( ) MLA ACADEMY OF HIGHER LEARNING
Page 71
B. Good ( ) D. Excellent ( )
8. What are the frequent problems are being faced by you with regards to facilities offered in bank ? A. ATM ( ) C. Cheque ( ) B. Demand draft ( ) D. Transaction time ( )
9. How comfortable are you in opening the following accounts ? A. Saving account ( ) C. Current account ( ) B. Joint account ( )
10.How do you rate your bank/branch facility in terms of the comfort facilities it offers with reference to ? B. Rest room ( ) D. Drinking water ( )
A. Seating Arrangements ( ) C. Ac ( )
11.How do you rate the quality of ATM services provided by the bank ? A. Poor ( ) C . Very good ( ) B. Good ( ) D. Excellent ( )
12.How do you rate the Debit card services offered by your bank ? A. Poor ( ) C. Very good ( ) B. Good ( ) D. Excellent ( )
13.How do you rate the Credit card services offered by your bank ? A. Poor ( ) C. Very good ( ) B. Good ( ) D. Excellent ( )

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CUSTOMER PERCEPTION SERVICES 14.Rate your bank as to how fast you feel it is in processing and disbursing loans ? A. Poor ( ) C. Very good ( ) B. Good ( ) D. Excellent ( )
15.Rate the interest rates currently being offered ? A. Poor ( ) C. very good ( ) B. Good ( ) D. Excellent ( )
16.Do you use the phone/net banking facility offered by your bank ? A. Yes ( ) B. No ( )
17. Rate the quality of the phone/net banking facility offered by your bank? A. Poor ( ) C. Very good ( ) B. Good ( ) D. Excellent ( )
18. Do you hold more than one account? A. Yes ( ) B. No ( )
19. Banking sector facilitated should it be developed? A. Developed ( ) C. Developing ( ) B. Under developed ( )

Page 73

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CUSTOMER PERCEPTION SERVICES

MLA ACADEMY OF HIGHER LEARNING

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES 1. RETAIL BANKING

What is Retail Banking

Retail banking in India:

Drivers of retail banking business in India

MLA ACADEMY OF HIGHER LEARNING

But how competitive are the players?

Retail banking products portfolio

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

6. Corporate Salary Account:

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES 7. Demat Account:

9. Senior Citizenship Scheme:

B. Loans and Advances:

g u i d a n c e a n d i n f o r ma t i o n . Th e p u r p o s e o f l o a n i s ma i n l y f o r purchase, extension, renovation, and land development.

CUSTOMER PERCEPTION SERVICES

Retail Banking Services

1. CREDIT CARDS: A credit card is an instrument, which provides

2. DEBIT CARDS: It is a new product introduced in India by Citibank a

MLA ACADEMY OF HIGHER LEARNING

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

CHAPTER - 2 RESEARCH DESIGN

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

CHAPTER 3 COMPANY PROFILE

Mission: To provide a secure, agile, dynamic and conducive banking

MLA ACADEMY OF HIGHER LEARNING

MLA ACADEMY OF HIGHER LEARNING

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

Chairman and managing directors

Deputy General Manager

Assistant general manager

Assistant branch manager

Other staff people

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

AGE GROUPS 10 20 20-30 30-40 40-50 Total

PERCENTAGE 10% 45% 15% 30% 100%

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

Chart showing age group of respondent age group: Chart 1

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

Table showing the gender of respondents: Table 2

GENDER Male Female Total

RESPONDENTS PERCENTAGE 48 32 80 60% 40% 100%

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES

Chart showing gender of respondents: Chart 2

r e s 100% p % 80% o n 60% o d 40% f e 20% n 0% t s

40% Female gender

MLA ACADEMY OF HIGHER LEARNING

CUSTOMER PERCEPTION SERVICES Table showing the occupation of respondents. Table 3