PROJECT REPORT

ON
“CUSTOMER SATISFACTION REGARDING
CONSUMER LOAN”

By : Akshay Grover
Enrollment No. 00190201815

Under the guidance of

Ms. Rineet kaur

SRI GURU TEGH BAHADUR INSTITUTE OF

MANAGEMENT&INFORMATION TECHNOLOGY
(Affiliated to GGSIP University Delhi)(2015-2018)
 DECLARATION

I hereby declare that the project report “CUSTOMER SATISFACTION

REGARDING CONSUMER LOAN” submitted by me to Guru Gobind Singh
Indraprastha University , Delhi in partial fulfillment of the requirement for the
award of degree of Bachelors Of Business Administration (Banking &
Insurance) is a record of bonafide project work carried out by me under the
guidance of Ms. Rineet kaur

I further declare that the work reported in this project has not been submitted and
will not be submitted, either in part or in full, for the award of other degree or
diploma in this institute or any other institute or university.

…………………………..
Place : Signature Of Candidate
Date : Akshay Grover
BBA(B&I)-5THSEM
Enrol. No. 00190201815
 CERTIFICATE

This is to certify that Akshay Grover student of Sri Guru Tegh Bahadur Institute
of Management & Information Technology of course BBA(B&I) Batch (2015-
2018), has completed her research work titled “Customer Satisfaction Regarding
Consumer Loan” under my guidance and supervision .The work submitted is
genuine and authentic.

.……………………………
Signature of Director
Prof. (Dr) Navneet Kaur

….…………………………
Signature of H.O.D
Ms. Bipasha Chaudhary

…...………………………
Signature of Guide
Ms. Rineet kaur

………………....…………
Place: Delhi Signature of Scholar
Date
 ACKNOWLEDGEMENT

With profound sense of gratitude and regard, I express my sincere thanks to

my guide and mentor Ms. Rineet kaur for her valuable guidance and the
confidence she instilled in me, that helped me in the successful completion
of this project report. Without her help, this project would have been a
distant affair, her thorough understanding of the subject and professional
guidance was indeed of immense help to me.

I am also greatly thankful to the faculty members of our institute who co-
operated with me and gave me their valuable time.

.………………………….
Signature of the scholar
Place: Delhi Akshay Grover
Date: Enrollment no.00190201815
 EXECUTIVE SUMMARY
Today, banks are an integral part of any country. These banks are
globally embracing technology in the areas of products and services. In our
developing country everything is changing very fast. In order to fulfill the
changing needs depository system was introduced in Indian market too.

The banks with their vast network occupy a very strategic position in
the financial system and have an important role to play in providing credit to
customers.

This report discusses various aspects related to consumer loan like the
procedure for availing loan, various documents required, eligibility criteria,
customer satisfaction regarding consumer loan schemes. It also covers
different types of frauds in the area of consumer finance. The subject has
been discussed with special emphasis on Punjab and Sind Bank.
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 INTRODUCTION

HISTORY
It was in the year 1908, when a humble idea to uplift the poorest of poor of
the land culminated in the birth of Punjab & Sind Bank with the far-sighted
vision of luminaries like Bhai Vir Singh, Sir Sunder Singh Majitha and
Sardar Tarlochan Singh. They enjoyed the highest respect with the people of
Punjab.

The bank was founded on the principle of social commitment to help the
weaker section of the society in their economic endeavours to raise their
standard of life.

Decades have gone by, even today Punjab & Sind Bank stands committed to
honor the social commitments of the founding fathers.

VISION & MISSION

Corporate Vision

We envision to emerge as a strong vibrant Bank through the implementation

of effective Risk Management and Internal Control Systems through
syncronization of the human, financial and technological resources.

Corporate Mission

To put in place the effective Risk Management and Internal Control

Systems.
To adopt and operationalise high-level technology standards.
To strive to achieve excellence in Customer Service.
To achieve the highest standards of transparency and accountability in the
conduct of banking business.
To adopt professional approach in effectively managing financial as well as
non-financial risks.
To maximize profitability and profits of the Bank with due compliance of
prudential guidelines.
To maximize competitive risk adjusted return on capital, through planned
reduction in the average cost of funds, increased yield on advances and
investments besides reduction in cost of operations.

MANAGEMENT

SARDAR R.P. SINGH, I.A.S SARDAR

G.S.MATTA
CHAIRMAN & MANAGING DIRECTOR
EXECUTIVE DIRECTOR

DIRECTORS

SHRI R. SADANANDAM (RBI NOMINEE DIRECTOR)

SARDAR AVTAR SINGH MANN (Officer's Director)
SARDAR MOHAN SINGH SEKHON (Workman Employee
Director)
MAJOR MISS KRISHNA MOHINI
SHRI HARCHARAN SINGH JOSH
SHRI UMESH KUMAR SHARMA
NON- OFFICIAL DIRECTORS
SHRI K.K. SHARMA
MRS. KAMAL MANN

BRANCH NETWORK
The corporate office of the bank is situated at Rajendra Place, New Delhi
with 19 zonal offices (as on 30.09.2004) scattered in various states
controlling the branches.

The Bank has a vast network of 813 branches and 76 extension counters (as
on 31.03.2006) spread all over India catering to the needs to all section of
society irrespective of their social and economic strata. These branches are
manned by a dedicated work force of 9778 personnel.

In line with the spirit of liberalisation, the Bank is laying special stress on
International Banking Divisions, Merchant Banking, Hire Purchase and
Leasing, Telebanking & Credit Card.

Deposit Accounts
You may open different type of accounts with us such as, savings accounts,
term deposits, current accounts including 'No Frills' Account etc with us.
You may open such accounts in the following stylesi)

i. Single
ii. Joint
iii. Joint (Either or Survivor)
iv. Joint (Former or Survivor)
v. Joint (Latter or Survivor)
vi. Or in any other style

The above may be opened by you with or without nomination facility. We

will explain the implications of the foregoing accounts as also the
nomination facilities at the time of opening of the account.

We will also inform you about liquid deposit facility, sweep account and
similar types of products offered by us and their implications and procedures
involved, at the time of opening of account.
'No Frills' Account
We will make available a basic banking 'No Frills' Account either with 'nil'
or very low minimum balances. The charges applicable for various services/
products in such an account will be indicated in a separate Tariff Schedule.
The nature and number of transactions in such accounts may be restricted,
which will be made known to you at the time of opening of the account in a
transparent manner.

Special Accounts
We will make our best efforts to make it easy and convenient for our special
customers like senior citizens, physically challenged persons and illiterate
persons to bank with us. This will include making convenient policies,
products and services for such applicants and customers.

We will inform the procedure for opening of the account and other terms and
conditions to blind /other physically challenged persons provided he/she
calls on the Bank personally along with a witness who is known to both such
person and the bank.

Normally no cheque book facility is provided to illiterate persons and blind

persons. However, to meet periodic repayment of retail loans, utility bills
etc. we will consider issuing of cheque book with safeguards to protect your
interest.

Dormant/ Inoperative Accounts

We will

a. tell you when you open your account, what period of inoperation of
the account would render your account being classified as dormant/
inoperative account. You will also be informed three months before
your account is classified as dormant, inoperative or treated as
unclaimed account and the consequences including the charges for
reactivation thereof as per the Tariff Schedule;
b. tell you the procedure to be followed if you want to activate the
account .

Closing Your Account

Under normal circumstances, we will not close your account
without giving you at least 30 days notice. Examples of
circumstances, which are not 'normal', include improper conduct of
account etc. In all such cases, you will be required to make
alternate arrangements for cheques already issued by you and
desist from issuing any fresh cheques on such account.

Clearing Cycle / Collection Services

We will

a. tell you about the clearing cycle for local instruments and the
outstation instruments including details such as when you can
withdraw money after lodging collection instruments and when you
will be entitled to earn delayed interest as per our Cheque Collection
Policy.
b. provide details, if we offer immediate credit for outstation cheques,
including the applicable terms and conditions, such as the limit up to
which instruments tendered by you can be credited, operating
accounts satisfactorily, etc.
c. proceed as per our cheque collection policy and provide all assistance
for you to obtain a duplicate cheque/instrument in case a cheque
instrument tendered by you is lost in transit
d. give the above information when you open your account and
whenever you ask us. If there is any change in our policy, the revised
policy will be displayed on our website and at all our branches.

Cash Transactions
We will accept cheques/ cash and dispense cash at counters wherever your
account is maintained. We will exchange soiled/mutilated notes and/ or
small coins at such of our branches as per RBI Directives.
For transactions above a specified amount we may require you to furnish
your PAN Number.

Safe Deposit Lockers

We will give you the complete details of the rules and the procedures
applicable for the safe deposit lockers and also safe deposit of valuables, in
case we offer the service.
Foreign Exchange Services
a. When you buy or sell foreign exchange, we will give you information
on the services, details of the exchange rate and other charges which
apply to foreign exchange transactions. If this is not possible, we will
tell you how these will be worked out.
b. If you want to transfer money abroad, we will tell you how to do this
and will give you:
i. A description of the services and how to use them;
ii. Details of when the money you have sent abroad should get
there and the reasons for delays, if any.
iii. The exchange rate applied when converting to the foreign
currency (if this is not possible at the time of the transaction, we
will let you know later what the rate is);
iv. Details of any commission or charges, which you will have to
pay and a warning that the person receiving the money may
also, have to pay the foreign bank's charges.
v. We will tell you if the information provided by you for making
a payment abroad is adequate or not. In case of any
discrepancies or incomplete documentation, we will advise you
immediately and assist you to rectify/complete the same.
vi. If money is transferred to your bank account from abroad, we
will tell you the original amount received and charges if any
levied. If the sender has agreed to pay all charges, we will not
take any charges when we pay the money into your account.
vii. We will guide you about regulatory requirements or conditions
relating to foreign exchange services offered by us as and when
requested by you.
viii. In case of delay beyond the day when the amount is due for
credit, you will be compensated (a) for any loss on account of
interest for due period beyond the due date and (b) also for
adverse movement of forex rate as per the compensation policy
of the bank.
ix. All certificates required to be issued under regulatory/statutory
instructions will be issued free of charge.
 OBJECTIVES OF THE STUDY

1. To study the procedure of availing Consumer Loan.

2. To study the customer satisfaction regarding Consumer Loan.

 3. To study Consumer Loan scheme offered by Punjab and Sind Bank.

4. To know different kinds of frauds pertaining to Consumer Loan.

SCOPE OF STUDY
There are four types of banks operating in India. These are:-
 Public sector banks
 Private sector banks
 International banks
 Co-operative banks

Under these categories there are a number of banks. For the purpose of this
project, we have chosen The Punjab and Sind Bank, which is a public sector
bank and provides many facilities to the customers.

RESEARCH METHODOLOGY

PROJECT DEFINITION
A loan is debt instrument that entails the redistribution of financial
assets over time, between the lender and the borrower. Acting as a provider
of loans is one of the principal task for financial institutions. Banks loans are
generally funded by deposits. This project is an attempt to study consumer
loans schemes offered by Punjab and Sind Bank and level of customer
satisfaction regarding these schemes.

RESEARCH DESIGN
A research design is a conceptual structure within which research is
conducted. A descriptive research study is done, which is concerned with
describing the characteristics of a particular individual or a group.

SAMPLE DESIGN
i. Population
To study the satisfaction of customers regarding consumer loans the
customers of Punjab and Sind Bank who have availed consumer loan
up to Rs. 5, 00,000 constitute my universe.
ii. Sample Size
Sample size for the study is 30 Consumer loan customers of the bank.
iii. Sampling Technique
In this study Judgment Sampling technique has been used to draw
sample from universe.

DATA COLLECTION DESIGN

i. Sources of Data
Both primary and secondary source of data has been used to collect
information.
  Primary data was collected of Punjab and Sind Bank, Palwal,
Haryana. The data explained about different products/services being
offered by their bank. Questionnaire was prepared to study the
customer’s satisfaction regarding Consumer Loans schemes offered
by the bank (questionnaire is attached as annexure and interpretation
is given).
 Secondary data was collected by making extensive use of the
internet. The data was also collected from various books, journals,
publications and annual report of the bank.

ii. Technique of Data Collection

Data was also collected by personally interviewing the customers of
the bank and through questionnaire.

DATA ANALYSIS AND INTERPRETATION

In order to extract meaningful information from the data, analysis of
the data was done. Analysis was done by using certain statistical tools like
bar graphs, pie-charts, percentage and from these analysis interpretations
were drawn.

CONCEPTUAL FRAMEWORK OF BANKS

BANKS

In modern age, banking constitutes the fundamental basis of economic

growth. Earlier the function of bank was restricted to accepting deposits and
advancing loans to the general public. But now the definition of bank has
changed. It refers to an institution that deals in money. Besides dealing in
money, banks these days perform various other functions like credit creation,
agency function, general service, etc. Banks can now be called the nerve-
centre of the country’s capital market, industrial as well as trading activities

ROLE OF COMMERCIAL BANKS

Banking system of an economy contributes a great deal in the process

of its economic development. The commercial banks play a significant role
in the economic development of the country. They collect idle savings of the
people and invest them into productive activities. Therefore they help in
accelerating the process of capital formation. Banks also take part in capital
markets by providing long term advances and finance to the industry,
agriculture, small scale industries, exporters, traders, etc. Commercial banks
provide service to the economically backward areas.

In ancient times the scope of banks was limited to the system which
involved the payment of an amount of money by draft and the demand of
money. The only function of the banks was to lend money and charge
something for the same. Now it does not refer only to a particular place of
lending and depositing money but it also acts as an agent which looks after
various financial problems of its customers.

FUNCTIONS OF MODERN BANKS

Commercial banks are involved in diversified activities and perform
varieties of functions like:

 Accepting deposits (saving bank deposits, current deposits, fixed

deposits)
 Advancing of loans (overdrafts, loans, cash credits, discounting bills)
  Agency services which the modern banks render to the individuals or
to the business institutions as an agent. Banks usually charge little
commission for providing these services.

 It also provides other services like issue of personal and commercial

letters of credit, help in the transactions of foreign exchange business.

BANKING IN THE HIGH TECH ENVIRONMENT

At a time when banking all over the world is undergoing a radical
transformation due to all pervasive use of information technology then it
must respond to the fast changing needs of the financial system and should
also become proactive and play the role of a “ Change Agent” and bring
about a “Skill Revolution” in the banking industry.

Change in Financial System

Financial markets throughout the world have witnessed changes

during the past two decades. Deregulation and liberalization in the financial
sector have stimulated financial innovations. Breathtaking developments in
the technology of telecommunications and electronic data processing have
further accelerated these changes. As a sequel to these changes the
difference between banking and non-banking institutions have become very
thin. In the changed millennium the functioning of the financial markets has
given rise to some concerns. There is a fear that the state of the financial
markets is now more risky than in the past. In a technologically integrated
world the chances of systematic risk increases and because of the intense
competition that the banks have to face, both as a result of the growth of the
non banking financial institutions as well as securitization , it is feared that
the quality of the bank loans may have suffered.

IT and Banking
The new technology has altered the traditional ways of doing
business. Customers can view accounts, get account statements, transfer
funds, purchase drafts by making just a few keypunches. Availability of
ATMs and plastic cards to a large extent avoid customers going to branch
premises for cash. The networks have helped to automate the funds transfer
thus resulting in a more efficient payment system. Today, the transactions of
all banks have been fully computerized and the banks have moved into the
direction of inter-branch and inter-bank connectivity. In effect the banking
industry is finding its use in five key areas:

 Convenience in product delivery and access.

 Managing productivity and performance.
 Product design.
 Adapting to market and customer needs.
 Access to customer markets.
For the Indian banking sector these developments are of real interest.

NEW CHALLENGES FACING BANKS

The functions of banks will increase under competitive pressure.
These may emanate from within the banking system as well as from non
banking institutions. A greater overlap in product coverage between
commercial banks and non-banking intermediaries will occur. Thus, both on
the liability and assets sides, banks will face increasing competition.
 Banks should be willing to offer products to savers, which are
competitive in terms of both price and service. On the lending sides the
effort of the corporate to seek directly from the market will also have an
impact on the asset distribution of banks. Competition will also compel
banks to keep the interest spread to minimum and this context bank can earn
enough for them only by reducing the proportion of non performing assets.
Banks will also have to pay attention to market segmentation and greater
specialization in different niches of the markets.

BANK PROFILE

History of the Bank

In 1908, luminaries like Bhai Vir Singh, Sir Sunder Singh Majithia
and Sardar Tarlochan Singh came up with the idea of establishing Punjab
and Sind Bank for the up-liftment of the weaker section of the society. The
bank was founded on the principle of social commitments to raise the
standard of living of the poor. It was started as a single branch in Hall
Bazaar, Amritsar. Decades have gone by; even today Punjab and Sind Bank
stands committed to honour the social commitments of the founding fathers.
To start with the bank had its branches in Gujranwala, Lahore, Rawalpindi
and Layalpur. The bank extended its helping hands to Punjabis. The bank
also contributed its rights to serve social cause. The bank helped many
educational institutes to come up. The bank also worked for growth of
Punjabi language and Punjabi culture.

The partition of the country in 1947 caused a heavy loss to the

Punjabis in general and Punjab and Sind Bank in particular. Out of the total
ten branches which the bank had in undivided Punjab, eight were in the area
now forming part of Pakistan. Only two branches namely registered office at
Amritsar and another branch at Ludhiana were in India. The head office of
the bank tried its best to recover the valuable from branches left in Pakistan
but unfortunately nothing substantial could be salvaged.

The period from 1968 to 1978 could truly be called a golden era of
Punjab and Sind Bank. This was a period of rapid growth and
achievements. In this decade, the bank achieved tremendous results in all
spheres banking. From a meager figure of Rs. 5.39 crores of deposit in 1968,
the bank touched the mark of Rs. 150.31 crore in 1975 in a single year and
number of branches increased to 356 besides six extension counters.

The bank continued unabated on its branch expansion programme and

in the year 1979 alone the bank opened 81 new branches. The bank opened
400th branch on 17th December 1976 at Amritsar, the city where the bank was
founded in 1908. The bank which was operation mainly in the state of
Punjab and in a small way in Delhi, Uttar Pradesh and Haryana, spread its

wings all over the country. The bank had also opened its branch in South
Hall, London in May 1977. This was a matter of pride for the institution that
it was amongst the first in private sector banks who were allowed by RBI to
open an office there. On 16th April 1980, the bank was nationalized along
with five other banks.

VISION AND MISSION

Corporate Vision
We envision to emerge as a strong vibrant Bank through the
implementation of effective Risk Management and Internal Control Systems
for making appreciable contribution to the needs of the economy in
agriculture, industrial as well as service sectors through synchronizations of
the human, financial and technological resources.

Corporate Mission
 To put in place the effective Risk Management and Internal Control
Systems.

 To adopt and operationalise high-level technology standards.

 To strive to achieve excellence in Customer Service.

 To achieve the highest standards of transparency and accountability in

the conduct of banking business.

 To adopt professional approach in effectively managing financial as

well as non-financial risks.

 To maximize profitability and profits of the Bank with due

compliance of prudential guidelines.

 To maximize competitive risk adjusted

Branch Network
The corporate office of the bank is located at Rajendra Palace, New
Delhi. There are a total of 19 Zonal Offices scattered all over India. The
bank has a vast network of 813 branches and 78 extension counters spread in
every nook and corner of the country. Five of the total branches are ISO
9001:2000. All the branches are manned by a dedicated workforce totaling
around 9778 personnel. Being a Punjab based bank, it expanded very rapidly
in Punjab with approximately 40% of the branches located within Punjab. In
line with the spirit of liberalization, the Bank is laying special stress on
International Banking Divisions, Merchant Banking, Hire Purchase and
Leasing, Telebanking & Credit Card.
 Total Branches – Ten Years at a Glance

SOURCE: - www.psbindia.com

Organization Chart

Executive Director

General Manager

Deputy General Manager

 Assistant General Manager

Chief Manager

Senior Manager

Manager

Officers

Clerks (Workmen and Staff)

Management of Punjab and Sind Bank

SHRI R.P. SINGH - Chairman & Managing Director

SHRI G S MATTA - Executive Director

DIRECTORS
SHRI N.S. VISHWANATHAN (CGM, Reserve Bank of India -
Mumbai)
SARDAR AVTAR SINGH MANN (Officer's Director)
SARDAR MOHAN SINGH SEKHON (Workman Employee
Director)
MAJOR MISS KRISHNA MOHINI
SHRI HARCHARAN SINGH JOSH
SHRI UMESH KUMAR SHARMA
 NON- OFFICIAL DIRECTORS
SHRI K.K. SHARMA
MRS. KAMAL MANN

GENERAL MANAGERS
SARDAR GAJINDER SINGH
SARDAR MANJIT SINGH
SARANG
SARDAR JASPAL SINGH
SARDAR DAVINDER SINGH
SARDAR G.S. VEDI
SARDAR UPKAR SINGH
SARDAR J. S. KATHURIA
SHRI R. L. SHARMA
(Posted at H. O.)
(Posted at Chandigarh, Local
H.O.)
(Posted at H.O.)
(Posted at H.O.)
(Posted at H.O.)
(Posted at H.O.)
(Posted at H.O.)
(CVO, New Delhi)

BALANCE SHEET 2015

( 000's are
omitted )
As on As on As on
CAPITAL & LIABILITIES
31/03/2015 31/03/2014 31/03/2013
CAPITAL 7430560 2,430,560 2,430,560
RESERVE & SURPLUS 4791310 1,973,002 2,235,371
DEPOSITS 169245806 14,170,657,9 13,64,20,316
BORROWINGS 1947 3,318,5 1,00,683
OTHER LIABILITIES AND PROVISIONS 8960756 11,031,833 89,26,983
TOTAL 190430379 157,175,159 15,01,13,913
ASSETS
CASH & BALANCES WITH RESERVE BANK
8336716 9,472,224 1,06,71,693
OF INDIA
BALANCES WITH BANKS & MONEY AT
13133936 7,374,930 45,93,267
CALL AND SHORT NOTICE
INVESTMENTS 69555984 70,815,764 6,77,65,937
ADVANCES 91074702 63,222,179 6,03,00,142
FIXED ASSETS 2842223 641,803 6,32,754
OTHER ASSETS 5486818 5,648,259 61,50,120
TOTAL 190430379 157,175,159 15,01,13,913
CONTINGENT LIABILITIES 28898009 20,644,016 1,83,48,507
BILLS FOR COLLECTION 5412000 4,782,039 4,784,994

PROFIT & LOSS 2015

Year ended Year ended Year ended

March 31,2015 March 31,2014 March 31,2013
INCOME
Interest Earned 12995549 12,485,831 1,27,85,011
Other Income 1509988 2,561,387 25,58,801
Total 14505537 15,047,218 1,53,43,812

EXPENDITURE
Interest Expanded 6689881 6,758,990 78,51,836
Operating Expenses 4829887 5,709,571 59,95,911
Provisions and Contingencies 1902518 3,289,290 14,07,208
Total 13422286 15,757,851 1,52,54,955

PROFIT/LOSS
Net Profit/Loss for the year 1083251 -710,633 88,857
Profit/Loss (-) brought forward -466122 244,511 3,13,318
Withdrawal from Investment Fluctuation 0
0 12,051
Reserve
Withdrawl from Leave Encashment Fund 0 0 25,000
Total 617129 -466,122 4,39,226

APPROPRIATIONS
TRANSFER TO:
Statutory Reserves 275000 0 30,000
General Reserve 96100
Capital Reserve (Investment) 10478 Nil Nil
Investment Fluctuation Reserve 110000 0 1,62,051
Deferred Tax Liability 11000 Nil Nil
Staff Welfare Fund 10000 0 2,664
Balance carried over to Balance Sheet 104551 -466,122 244,511
Total 617129 -466,122 4,39,226

Performance and Achievements

 The total business of the Bank was up by 26% as on 31, March 2006.

 The bank earned a Net Profit of Rs.108.32 Crore in the last fiscal
year.

 The total advances of bank were up by 40.53%.

 The total deposits of bank were up by 19.43%

 The total NPA’s were down from 8.11% to 2.43%.

  It is the first bank in Northern India to get ISO 9002 certification for
our selected branches.

 In the spirit of liberalization, the bank lays special stress on

international banking, merchant banking, hire purchase, leasing,
tele-banking and credit cards.

SERVICES OFFERED BY PUNJAB AND SIND BANK

EDUCATION LOAN

The high cost of education in premier institutions need no longer

stand between you and your career aspirations. While you plan your
education in world class universities, Punjab and Sind Bank takes care of all
the expenses.

The education loan scheme aims at providing financial support on

reasonable terms from the banking system to deserving/meritorious students
for pursuing their higher education in India and abroad. The main emphasis
is that every meritorious student, though poor is provided with an
opportunity to pursue education with the financial support from the banking
system with affordable terms & conditions. No deserving student is denied
an opportunity to pursue higher education for want of financial support.

In short, the scheme aims at providing financial assistance on reasonable

terms:

 To the poor and needy to undertake basic education.

 To the meritorious students to pursue higher/ professional/ technical

education.

The total amount of loan that you can avail is Rs. 7.5 lacs for studies in
India and Rs. 1.5 lacs for studies abroad.

Eligibility:

 Should be an Indian National.

 Should have secured admission to professional/ technical courses

through entrance test/ Merit Based selection process.

 Age above 18 years.

CONSUMER LOAN

Consumer loans help you to take care of your immediate requirements

without much of a hassle. The most attractive feature of the consumer loan is
that you do not have to give any kind of security to avail this loan. No
collaterals, only hypothecation of assets to be created. The maximum
amount of consumer loan for which you are eligible depends upon the net
salary you take home. Loans are repayable in Equal Monthly Installments
(EMIs).Loan tenure varies from 1 to 5 years.

Punjab and Sind Bank offers a broad range of consumer loans to meet
the customer’s specific needs and situations. Punjab and Sind Bank
consumer loans are hassle free, quickly approved and are on very attractive
interest rates. Consumer loans are given for the purpose of consumer
durables and vehicles.

Eligibility:

 Employees of central/state government or a public limited company

 Self employed professional.
 Age between 21 and 55 years.

HOME LOANS

Building our own home is one of the most important decisions that we
make in our life. It provides an impetus in our lifestyle and provides
financial security.

Punjab and Sind Bank offers home loan with appropriate Equated
Monthly Installments (EMIs) with regard to customer as well as home loan
executive. It is simple and quick in processing with easy payment terms and
interest rates are very attractive.

Eligibility:

 Qualified professionals and self employed persons having assured

source of income.

 Person employed in Central Government/ State Government

undertakings are covered under the scheme.

 An owner of an existing house/flat which is free from encumbrance

and can be mortgaged with bank.

AUTO LOANS

Punjab and Sind Bank auto loans are fast, cost efficient and user
friendly. Some of its features are:

 Simple and quick in processing

 Personalized services

 Easy terms of service

 Attractive interest rates

 Finance is available on all models and makes

Eligibility:

 Salaried individual

 Self employed/sole proprietor

 Partnership firm

 Private or public limited companies

TWO WHEELER LOANS

Punjab and Sind Bank offers two wheeler loans which are economical,
friendly and offer easy installment options. Under two wheeler loans only
scooter and motor cycles are financed. Finance is offered up to specified
percentage of the price of product and rest is paid as margin by borrower
himself. The loan can be repaid in a period ranging from 1 to 3 years.
Eligibility:

 Minimum 18 years of age and less than 60 years of age at the time of
completion of loan.

 Minimum gross income of Rs.3000 per month (in case of scooter) and
Rs. 4000 (in case of motor cycle)

SECOND HAND CAR LOANS

Punjab and Sind Bank offers a prompt, cost efficient and simple
second hand car loan scheme. The applicant should have an earning capacity
of Rs. 50,000 per annum. The repayment period ranges from 1 to 4 years.

Eligibility:

 Salaried individual

 Self employed/sole proprietor

 Partnership firm

 Private or public limited companies

FOREIGN EXCHANGE
 Preparing for an overseas trip for a first time or a seasonal traveler is
always full of anxiety and last minute chores to be tied up for the occasion.
And in the middle of it all is the task of arranging one’s foreign exchange,
which should come at a fair exchange rate and in the right denomination and
currency. Punjab and Sind Bank bouquet of services now covers foreign
exchange services too, that is almost like handling your boarding pass. The
bank has setup a special division that dedicatedly looks into monitoring and
dispersing the best exchange rate, arranging multiple choices of currencies
and traveler cheque.

Payment terms:

 All payments should be received in advance

 Payment against sale of currencies and traveler cheque can be

received in the form of cash or through banker’s cheque for draft
issued by the debit from customer’s bank account.

CONSUMER LOAN OFFERED BY PUNJAB AND

SIND BANK

CONSUMER LOAN
A loan is debt instrument that entails the redistribution of financial
assets over time, between the lender and the borrower. The borrower initially
receives an amount of money from the lender, which they pay back, usually
but not always in regular installments, to the lender. This service is generally
provided at a cost, referred to as interest on the debt.

Acting as a provider of loans is one of the principal task for financial

institutions. Bank loans are generally funded by deposits. For other
institutions issuing of debt contracts, such as bonds is a typical source of
funding.

Consumer loans is a loan that establishes consumer credit that is

granted for personal use, usually unsecured and based on the borrower’s
integrity and ability to pay. It helps you to take care of your immediate
requirements without much of a hassle. The most attractive feature of the
consumer loan is that you do not have to give any kind of security to avail
this loan. No collaterals, only hypothecation of assets to be created. The
maximum amount of consumer loan for which you are eligible depends upon
the net salary you take home. Loans are repayable in equal monthly
installments (EMIs). Loan tenure varies from 1 to 5 years.

Punjab and Sind Bank offers a broad range of consumer loans to meet
the customer’s specific needs and situations. Punjab and Sind Bank
consumer loans are hassle free, quickly approved and are on very attractive
interest rates. Consumer loans are given for the purpose of consumer
durables and vehicles.

ACTIVITY CHART OF BRANCH/CONSUMER

LOAN EXECUTIVE

Before giving loan to any party, there are some general steps to be taken by
bank. These are performed by consumer loan executive.

Marketing:

Punjab and Sind Bank use the following strategies to increase its
customers:

 Credit card operation

 Tie ups
  Identify various opportunities for promotional activities like carnivals,
advertisements

 Keeping track of competitors activities

 Market research and analysis

 Ensuring timely service to customers

Documentation:

It is imperative that loan documentation should be perfect. The branch

head loan executive is responsible for completion of documentation. The
documentation comprises mainly of:

Pre sanction stage:

It is prior step for sanctioning the loan. It requires various documents

and proof of the borrower. This stage encompasses mainly of following:

 Loan application along with photograph

 Income proof like salary certificates for employees and income tax
return for others

 Residence proof of the applicant like voter’s card, passport, driving

license, ration card etc

 Signature proof

 Copy of bank account statement for last six months

  Details of assets and liabilities of the applicant

 Opening of account and depositing the processing fee.

 Any other document as required therein for the loan proposal.

Post sanctions Documentation:

 Issuing the sanction letter

 Promissory note

 Hypothecation deed

 Original bill for purchase of asset

 Collection of administrative fees

 Preparation and approval of disbursement

 Other miscellaneous documents

Procedure of Availing Loan

 The person who intends to avail loan approaches the loan manager
and tells him the purpose of loan.

 The manager checks whether the person is account holder of their

bank or not. If that person is a account holder than the manager checks
his credit worthiness and if he is not a account holder than the banker
satisfies himself that why that person wants to avail loan from their
bank.

 If banker is satisfied he asks the person to fulfill all formalities.

 The person submits the required documents and the manager checks
the authenticity of the documents and after full satisfaction the banker
grants the loan.
Precautions:

 To make sure that the applicant will utilize the credit for the purchase
of consumer good only and not for any other personal purpose. For
this the name of the banker should be impeded as a financer in bill/
demand draft/cheque.

 To ensure that all the guidelines pertaining to know your customer

(KYC) are fulfilled.

 To verify personally that the asset purchased by the applicant is not

sold and proper insurance of the asset is done.

 To ensure that the installments are received regularly and the customer
is contacted personally in case of default.

 The documents submitted for availing the loan such as income tax
return, salary certificate etc. should be duly attested by gazzeted
officer/ manager.

 Bank has to make sure that the disposable income of the borrower
should not fall below the level i.e. 40% of gross income after paying
installment of loan.

 Identity and record of the borrower must be verified before

sanctioning the loan.

Prepayment charges

Prepayment charges are levied @ 1% on the outstanding balance.

Rate of Interest
 Rate of interest is very volatile aspect of consumer loans. Frequent
changes in the rate of interest are imperative looking to the emergence of
banks and other financial institutions into the consumer finance business.

Type of durables Rate of Interest

For new vehicle and consumer PLR-2.0% or 9% p.a. whichever
durables is higher
For old vehicles PLR or 11% whichever is higher
For overdue accounts PLR+4% = 15% at present

Reasons for Default

 Problems related to family, employment, death of earning member,

loss of income and mental problems.

 Lack of systematic professional, procedures and controls.

 False information, heavy borrowing, lack of information from bank,

intention of default, delay in payment of salary by the employer and
misutilization of funds.

 Poor customer service

 Careless attitude
Security

In consumer loan scheme no collaterals are required, only

hypothecation of asset to be created. In case of vehicles bank clause is to be
incorporated in RC/insurance policy.

Hypothecation (Hyp.):

It is a pledge of property as security for debt without transfer of

possession. When a person pledges a mortgage as collateral for a loan, it
refers to the right that a banker has to liquidate goods if you fail to service a
loan.

Repayment

Repayment is done normally in “Equated Monthly Installments”

(EMIs) comprising of Principal and Interest. However, as a special case,
half-yearly/quarterly installments may be fixed depending on the source of
income of the borrower. The bank must obtain post-dated cheques for
required EMIs in all the cases where loan installment from salary deduction
is not available. The repayment period ranges from 12 to 60 months.
Equated monthly installment (EMI):

The repayment of loan is through EMI which starts after the final
disbursement of the loan amount is made. The installment comprises of
interest as well as principal.

 Post-dated cheques for each installment at the time of disbursement

should be taken

 Repayment should not normally extend beyond the age of 65 years or

age of retirement in case of employees.
  Co-applicant’s age can also be taken into consideration while fixing
repayment plan in case the applicant’s age does not fall within the
scheme.

 For old vehicle repayment should be done within 36 months (but

before retirement age i.e. repayment period to coincide with date of
retirement)

Reporting

 A register of loans granted under manager’s discretionary power is

maintained in which each transaction related to loan is recorded.

 The branch manager is required to send a monthly statement of

progress under the scheme to their respective Zonal Manager on the
last day of each month.

 Queries (if any) are asked by the Zonal Manager and are solved by the
concerned person.

 Zonal Manager should send the consolidated statement to Head Office

on 7th of each month.

CONSUMER LOANS SCHEME OFFERED BY

PUNJAB AND SIND BANK

Consumer durables and Vehicles.

Purpose
Policemen, Teachers of Govt. Schools/Colleges, Central/
Eligibility State Govt. employees and PSUs employees

Quantum of Up to annual income, (Income of spouse can be

 clubbed.)
Loan
i. 10% of the cost of Vehicles
Margin ii. 10% for consumer durables

i. 72 EMIs for Vehicles

Repayment ii. 48 EMIs for consumer durables

No collaterals required only hypothecation of assets

Security created -with bank loan to be taken.

Assets to be insured
Insurance
Prime Lending Rate (PLR)
Interest
i. Rs. 100/- for consumer durables and two wheelers
Processing Fee
ii. Rs. 500/- for four wheelers.

PUNJAB AND SIND BANK SCHEME FOR

CONSUMER CREDIT FOR MARRIED COUPLES

General public as well as employees in Pvt. /Public

undertakings like Central/State Govt., Local bodies,
Eligibility PSUs, Universities recognized by UGC, large public
limited companies.

For purchase of Car, Motor cycle/scooter for personal use.

Purpose of
One vehicle per person, consumer durables.
Loan
Quantum of Amount of loan linked to income of the borrower (net of
Loan other repayment obligations)
 i. 20% on Vehicles
Margin ii. 10% on Consumer durables

i. 72 EMIs for Vehicles

Repayment ii. 48 EMIs for Consumer durables

i. PLR+0.50% p.a. where one of spouse is in service

Rate of
ii. PLR where both, husband & wife are in service.
interest
Hypothecation of assets to be created with bank loan
Security
Third party guarantee, but where both husband & wife are
in service- and avail a joint loan, then no guarantor
Guarantee
required.

Processing i. Rs. 100/- for two wheeler/consumer items.

fee ii. Rs. 500/- for four wheeler.

PUNJAB AND SIND BANK PERSONAL CLEAN

LOAN SCHEME UPTO Rs l Lac TO OFFICIALS OF
GOVT. & PSUs
Employees of Central/State Govt./PSUs/Local bodies
Universities recognized by U.G.C./Schools run by Govt.,
Eligibility
with confirmed service of more than 4 years, are eligible.
Minimum gross salary should be Rs. 5,000/- pm.

Quantum of i. For income Rs.5000- Rs. 9000 Max. loan Rs.

loan 50000
ii. For income Rs.9000- Rs.15000, Max. Rs.50,000

iii. For income above Rs.15, 000, Max. loan Rs.1 lac.
 iv. Rs.1 lac - Rs.2 lac for Govt. & PSU employees
only, having a minimum salary of Rs.15, 000 and
maintaining salary account with our bank.
Age limit 21 to 55 years
For purchase of consumer durables, consumption loan or
Purpose of
loan for any other personal use.
loan
Processing One time @ 2% of loan amount, at the time of sanction
Fee
i. For clean loan PLR+1%p.a.
Rate of
ii. For Consumer durables @ PLR
interest
EMIs by post dated cheques
Repayment
Third party guarantee acceptable to the bank.
Guarantee
i. Hyp. of Motor Vehicles/Consumer durables
Security ii. Personal (For clean loan)

Prepayment
Nominal fee of 2% of Outstanding balance
Charges
PUNJAB AND SIND BANK SPECIAL FESTIVAL
LOAN SCHEME FOR PUBLIC

Eligibility i. Scheme would cover the officials of state or central

Govt./PSUs/LocalBodies/Universities/colleges
recognized by UGC/Schools run by Govt. or local
bodies / Private-aided schools.
ii. Scheme would cover Doctors, Lawyers, Architects,
C.A’s, Engineers, etc.
iii. In case of salaried persons - confirmed service of
more than four years with no departmental or
criminal case pending against the employee. Age
limit should be 21 to 55 years. The minimum gross
salary Rs.5000/- per month. The income of the
 spouse (if employed) may be clubbed for availing
the loan.
iv. In case of self employed / professionals, the
applicant should be an I.T. payee.
v. In case of existing borrowers under other schemes,
the eligibility would be judged from the good past
track record of at least two years and the existing
borrower accounts are ‘Standard’ account and there
is no irregularity.

To meet special expenditure for festival celebration such as

Purpose of furnishing of house/shop/office, consumer goods, personal
credit expenditure.

Type of
Clean loan
credit
Maximum Rs. 1, 00,000/-
i. In case of salaried class -five times of the net carry
home salary.
Quantum of
ii. In case of professionals/self employed - 20% of the
credit
annual income as per IT return.
In case of existing borrowers under the scheme - 10% of
the loan/limit already sanctioned.
Processing
Nil
fee
Rate of
PLR
interest
No collaterals required. However, in case of existing
Security borrowers, the existing collateral, if any may be attached

The repayment programme to commensurate with income

of the borrowers, loan to be adjusted in 12 to 36 months in
Repayment monthly / quarterly / half yearly (in case of agriculturists)
installments

No third party guarantor required .However, guarantee of

Guarantee the spouse/major son to be obtained.
 Nil
Prepayment
Charges

PUNJAB AND SIND BANK SCHEME FOR

GRANTING CLEAN LOAN AND CONSUMER LOAN
TO CLUB EMPLOYEES

The Employees of reputed clubs in metropolitan/urban

centers having minimum confirmed service of seven years.
Age limit should be 21-55 years. The minimum gross
Eligibility
salary Rs.5000/- per month. The income of the spouse (if
employed) may be clubbed for availing the credit facility.

Purpose of For purchase of consumer items and for any personal use.
Credit
Five times the gross monthly salary of the employee
subject to ceiling as under: Personal Loan Consumer Loan
Quantum of
Officers Max. Rs.50000/- Max. Rs.80000/-Class IV Max.
credit
Rs.25000/- Max. Rs.25000/- employees
 15% of the cost of vehicles/consumer durables
Margin
Processing As per guidelines issued by Head Office
charges
i. Clean loan PLR +1% p.a.
Rate of
ii. Consumer loan PLR + 0.5% p.a.
interest
Clean loan Personal Consumer loan Hypothecation of
Security assets to be purchased with bank loan

i. Officers - Third party guarantee acceptable

ii. Bank Class IV Employees - Guarantee of other staff
Guarantee
member to be taken

The loan to be repaid in 36 EMIs including interest by

Repayment
deduction from the salary of the employees.

FRAUDS IN THE AREA OF CONSUMER FINANCE

 Loans were granted to persons without verifying their antecedents/

details. As a result, subsequently they were found to be non-existent.

 The documents submitted for availing the loans such as the deeds,
income tax returns, salary certificate etc. were found to be fake/
fictitious.

 The Chartered Accountant (C.A.) who had purportedly issued/

verified the documents were found to be non-existent themselves.

 Vehicle/consumer loans were obtained by submitting fake/ forged

invoices/ quotations and were misappropriated without creating
charge on the security.

 Assets are normally not purchased by applicant and money is utilized

for some other purpose.

 Sometime asset are purchased and these are sold in market

immediately after availing the loan.
 DATA ANALYSIS AND INTERPRETATION

Occupation
Table No. 1
Options Respons Percentag
es e
Salaried 15 50
Professional 12 40
Business 3 10
Total 30 100

Occupation

Graph No. 1
Interpretation:

The above Pie Chart indicates that 50% of the respondents belong to salaried
class while 40% of respondents are professional. Only 10% of respondent
belong to business class.

Annual Income

Table No. 2
Options Respons Percentag
es e
Below Rs. 50,000 3 10
Rs. 50,000 – Rs. 1,00,000 15 50
Rs. 1,00,000 – Rs. 5,00,000 9 30
Above Rs. 5,00,000 3 10
Total 30 100

Annual Income
 Graph No. 2

Interpretation:

The above Pie Chart shows that 50% of the respondents fall in the income
group of Rs. 50,000 – Rs. 1,00,000, 30% of the respondents fall in the
income group of Rs.1,00,00 – Rs. 5,00,000 and only 10% of respondents fall
in the income group above Rs. 5,00,000

Duration of Account with Punjab and Sind Bank

Table No. 3
Options Respons Percentag
es e
Less than 2 Years 7 23
3 to 5 Years 12 40
More than 5 Years 11 37
Total 30 100
 Duration of Account

Graph No. 3

40
40 37

35
30
23
25
20
15
10
5
0
1-2 Years 3-5 Years More than 5
Years

Interpretation:

The above graph depicts that 37% people have their account with Punjab
and Sind Bank for more than five years and only 23% people have their
account with Punjab and Sind Bank for less than 2 years.

Satisfaction Regarding Interest Rate

Table No. 4
Options Respons Percentag
es e
Yes 25 83
No 5 17
Total 30 100
 Satisfaction Regarding Interest Rate

Graph No. 4

100
83
80

60

40

17
20

0
Yes No

Interpretation:

The survey reveals that 83% respondents are satisfied with the interest rate
charged by bank and 17% respondents are not satisfied with the interest rate
charged by bank.

Satisfaction Regarding Processing Fee

Table No. 5
Options Respons Percentag
es e
Yes 28 93
 No 2 7
Total 30 100

Satisfaction Regarding Processing Fee

Graph No. 5

100 93

80

60

40

20
7
0
Yes No

Interpretation:

The above graph indicates that 93% of respondents are satisfied with the
processing fee charged by bank and 7% respondents are not satisfied with
processing fees.

Time Taken for Disbursement of Loan

Table No. 6
Options Respons Percentag
 es e
1 day 6 20
2 to 3 days 20 66
More than 3 days 4 14
Total 30 100

Time Taken for Disbursement of Loan

Graph No. 6

Interpretation:

The data reveals that more than 3 days were taken for disbursement of loan
of 14% respondents while 2 to 3 days were taken for 66% respondents. Only
20% respondents get their loan disbursed with in a day.

Proper solution of account related queries

 Table No. 7
Options Respons Percentag
es e
Yes 18 60
No 12 40
Total 30 100

Proper solution of account related queries

Graph No. 7

60
60

50
40
40

30

20

10

0
Yes No

Interpretation:

The above depicts that 60% of respondents queries are solved properly and
40% respondents feel that their queries are not solved properly.

Awareness Regarding Hidden Charges

Table No. 8
Options Respons Percentag
es e
Yes 16 53
No 14 47
Total 30 100

Awareness Regarding Hidden Charges

Graph No. 8

54
53

52

50

48
47

46

44
Yes No
Interpretation:

The above graph indicates that 53% of the respondents are sure that no
hidden charges are debited in their account and they are aware about these
charges.

Satisfaction Regarding Bank Services

Table No. 9
Options Respons Percentag
es e
Excellent 2 7
Very good 8 27
Good 15 50
Fair 5 16
Total 30 100

Satisfaction Regarding Bank Services

Graph No. 9
 50
50
45
40
35
30 27
25
20 16
15
10 7
5
0
Excellent Very Good Fair
Good

Interpretation:

The above graph indicates that 50% of the respondents feel that the services
provided by bank is good, 27% respondents feel that services are very good
and 7% respondents feel that services provided by bank is excellent.

Customer’s Perception Regarding Cross-Checking of

Information
Table No. 10
Options Respons Percentag
es e
Yes 9 30
No 21 70
Total 30 100

Customer’s Perception Regarding Cross-Checking of

 Information

Graph No. 10

70
70

60

50

40
30
30

20

10

0
Yes No

Interpretation:

The above chart depicts that 30% of the respondents feel that the
information provided by them for getting loan is being cross checked

Reason for Selecting Punjab and Sind Bank

Table No. 11
Options Respons Percentag
es e
Good service 18/30 60
Attractive schemes 21/30 70
Recommended by some person 10/30 33
You are an employee of Punjab and 12/30 40
Sind Bank
Near to your place 4/30 13
 Reason for Selecting Punjab and Sind Bank
Graph No. 11

70
70
60
60

50
40
40
33
30

20
13
10

0
Good Service Attractive Others PSB Employee Near to your
Schemes Recommendation Place

Interpretation:

The above bar graph shows that most of the customers have taken loan from
Punjab and Sind Bank due to quality of services provided by bank and due
attractive schemes.

Preference of Existing Customer for availing Loan in

Future
Table No. 12
Options Respons Percentag
es e
Yes 12 40
No 6 20
Can’t say 12 40
Total 30 100
 Preference of Existing Customer for availing Loan in Future

Graph No. 12

Interpretation:

The survey reveals that 40% of respondents will prefer Punjab and Sind
Bank for taking loan while 20% of respondents will not prefer Punjab and
Sind Bank.

Strongest Point of Punjab and Sind Bank

Table No. 13
Options Respons Percentag
es e
Efficient staff 18/30 60
Attractive schemes 21/30 70
Excellent customer service 14/30 46
 Branch ambience - -

Strongest Point of Punjab and Sind Bank

Graph No. 13

Interpretation:

The above bar graph reveals that the customers feel that the strongest point
of Punjab and Sind Bank are attractive schemes, efficient staff and good
customer service.

FINDINGS

 Most of the respondents are satisfied with the interest rate charged by
the bank which shows that interest rate of Punjab and Sind Bank is
quite reasonable as compared to other banks.
 All the respondents except two are satisfied with the processing fee as
they feel that it is less as compared to other banks.

 84% of the respondents are satisfied with the level of services

provided by bank but they feel that these services can still be made
better.

 Most of the people who have taken loan either belong to salaried class
or are professional.

 Most of the respondents have selected Punjab and Sind Bank for
availing loan either due to attractive schemes, good customer service
or due to the fact that they are an employee of Punjab and Sind Bank.

 Customer’s queries are not solved properly by the officials

 40% of the respondents say that next time when they want to avail
loan they will prefer Punjab and Sind Bank.

 Punjab and Sind Bank is popular among masses due to efficient staff,
attractive schemes and good customer service.

 Generally customers are not aware about hidden charges so they must
be given full information about these charges.

 Customers are not satisfied with branch ambience.

SUGGESTIONS

 Customers must be given full information about all the charges and
fees related to a particular scheme in detail.
  More young and energetic staff should be employed to manage the
work load.

 Punjab and Sind Bank should revise its schemes with special
reference to interest rate from time to time in order to attract new
customers.

 The efforts should be made to improve bank ambience and to

increase the speed of service.

 A customer grievances cell should be made functional and steps

should be taken to enhance speedy settlement of the compliant.

CONCLUSION

Punjab and Sind Bank is one of the most efficiently run financial
institution of India. The management of this institution is quiet content and
satisfied by the progress made by it since its humble beginning in 1908 at
Amritsar. Punjab and Sind Bank offers a broad range of consumer loans to
meet the customer’s specific needs and situations. This project is an attempt
to study consumer loans schemes offered by Punjab and Sind Bank and level
of customer satisfaction regarding these schemes.

This project throws light on procedure of availing consumer loan as

well as different kind of frauds pertaining to these loans. A questionnaire is
also incorporated to know the level of customer’s satisfaction regarding
these loans and evaluation has been done on the basis of responses retrieved
by customers of the bank.

After making research with the help of questionnaire and personal

interview it is found that customers are satisfied with the consumer loan
schemes offered by Punjab and Sind Bank. They are also contended with the
services provided by the bank but they feel that these can be made better. It
can be done by employing more young and energetic staff to manage the
work load. The customers are not aware about the hidden charges so they
must be given full information about all the fees and charges.

QUESTIONNAIRE

Name ___________________________
Age ___________________________

Gender ___________________________

1. Occupation:-
(a) Salaried
(b) Professional
(c) Business

2. Annual Income:-
(a) Below Rs. 50,000
(b) Rs. 50,000 to Rs. 1 lakh
(c) Rs. 1 lakh to Rs. 5 lakh
(d) Above Rs. 5 lakh

3. What is duration of your account with Punjab and Sind

Bank?
(a) 1 to 2 years
(b) 3 to 5 years
(c) More than 5 years

4. Are you satisfied with the interest rate charged by Punjab and
Sind Bank?
(a) Yes
(b) No

5. Are you satisfied with the processing fee charged by Punjab

and Sind Bank?
(a) Yes
(b) No
6. How much time was taken by Bank between submission of
application and disbursement of loan?
(a) 1day
(b) 2 to 3 days
(c) More than 3 days

7. Are queries related to your account being solved properly?

(a) Yes
(b) No

8. Are you sure that no hidden charges are debited in your

account?
(a) Yes
(b) No

If No than specify the kind of charges debited in your account

____________________________________________
____________________________________________

9. What do you think about the standard of services provided by

Punjab and Sind Bank?
(a) Excellent
(b) Very good
(c) Good
(d) Fair

10. At any point of time do you think that the information

Provided by you to bank is being cross-checked?
(a) Yes
(b) No

11. Why do you select Punjab and Sind Bank for availing of
 loan?
(a) Good service
(b) Attractive schemes
(c) Recommended by some person
(d) You are an employee of Punjab
and Sind Bank
(e) Near to your place

12. Next time when you want to avail loan would you avail it
from Punjab and Sind Bank?
(a) Yes
(b) No
(c) Can’t say

13. What according to you is the strongest point of Punjab and

Sind Bank?
(a) Efficient staff
(b) Attractive schemes
(c) Excellent customer service
(d) Branch ambience

(Thanks for your cooperation)