SURVEY PROJECT REPORT ON

THE CONSUMER’S PREFERENCES FOR

PUBLIC&PRIVATE SECTOR BANKS

Submitted in partial fulfilment of the requirement for Two

Year
POST GRADUATE DIPLOMA IN MANAGEMENT
(RETAIL MANAGEMENT)
(2009-11)
Under the Supervision of Submitted by
Mr. Sandeep singh Manoj kr. mishra
(Sr. Reader) (PGRM /03/14)

SESSION: 2009-2011
SCHOOL OF MANAGEMENT SCIENCES
KHUSHIPUR, VARANASI
DECLARATION
 DECLARATION

I hereby declare that the information presented here is correct to the best
of my knowledge.s
The study undertaken as a part of the course curriculum of MBA full
time program of school of management science and that following the
documented project report titled “Consumer preferences public and
private sector bank”.
All the data provided has been authentic as for as the source of data is
concerned.

PLACE
DATE SIGNATURE
ACKNOWLEDGEMENT
 ACKNOWLEDGEMENT
I feel a great pleasure in acknowledging all the people who have helped me
in making this report possible and who have guided me from time to time
concerning preparation of this report without whose support this would not
have been possible.

I would firstly like to thank our Director Sir, Prof. P. N. Jha who has
always been the source of inspiration and have inspired us to do the things
in the possible way. He has given me the opportunity to explore some
practical knowledge through this field survey report.

I would also like to thank my mentor Mr.Sandeep singh(Sr.Reader) for

encouraging me to accomplish this field survey work. She has not only
guided me in preparation of this report but has always been showing the
right path for my development. I am also grateful to all the staff members
for their valuable guidance, keen interest and encouragement at various
stages of my analysis

Last but not least I am thankful to my parents and friends without whose
inspiration encouragement and suggestions this would not have been possible
and all the respondents who have helped by filling up my survey
questionnaire without which this would not have been possible.

MANOJ KUMAR MISHRA

PREFACE
 PREFACE

To develop good skills one should have vast practical exposure along with
the theoretical knowledge. Field Survey Project make the students fully
aware with the intricacies and usefulness of survey or research in the field
of management and also offers a real exposure of the various attributes
associated with the field survey.

As a part of the academic syllabus of the two year Post Graduation

Diploma course in Management (Retail management), we get the opportunity
to conduct a field survey on a topic which is specific to business
management or a social problem under the guidance of a faculty member.
This project is completely based on Primary Data.

The main objective of my study is to find out the services provided by

public and private banks in Varanasi. For that I have conducted a survey
based on primary data. This report has been made in an effort to
summarize all the valuable information gathered by various respondents.
According to my topic I have to conduct this survey among the youth.
That’s why I included the persons between the age of 18 to 45. This
research has been done with a view to analyze the consumers’ preference
among various internet service providers. It will serve the needs of the
existing and prospective customers of the industry .
CONTENTS
 CONTENTS

• Introduction

 History
 Banking origin
 Definition
 Economic function
 Banking channels
 Bank crisis
 Profitability
 Distribution network

• Project topic
• Objective of the project
• Analysis
• Finding
• Conclusion
• Suggestion
• Limitation
 • Bibliography
• Annexure

INTRODUCTION
BANK is a financial organization licensed by a Government Its primary activities include providing
financial services to customers while enriching its investors. Many financial activities were allowed over
time. For example banks are important players in financial markets and offer financial services such as
investment funds. In some countries such as Germany banks have historically owned major stakes in
industrial corporations while in other countries such as the united state banks are prohibited from owning
non-financial companies. In Japan banks are usually the nexus of a cross-share holding entity known as
the Jaibatsu. In France bank insurance is prevalent, as most banks offer insurance services (and now real
estate services) to their clients.

The level of government regulation of the banking industry varies widely, with countries such as Iceland,
having relatively light regulation of the banking sector, and countries such as China having a wide variety
of regulations but no systematic process that can be followed typical of a communist system

Origin of the word

Silver drachma coin from Trapezes, 4th century BC

The name bank derives from the Italian word banco "desk/bench", used during the Renaissance by
Jewish Florentine bankers, who used to make their transactions above a desk covered by a green
tablecloth.[2] However, there are traces of banking activity even in ancient times.

In fact, the word traces its origins back to the Ancient Roman Empire, where moneylenders would set up
their stalls in the middle of enclosed courtyards called macula on a long bench called a bancu, from which
the words banc and bank are derived. As a moneychanger, the merchant at the bancu did not so much
invest money as merely convert the foreign currency into the only legal tender in Rome—that of the
Imperial Mint.
The earliest evidence of money-changing activity is depicted on a silver drachma coin from ancient
Hellenic colony Trapezes on the Black Sea, modern Trabzon, c. 350–325 BC, presented in
the British Museum in London. The coin shows a banker's table (trapeze) laden with coins, a pun on the
name of the city.In fact, even today in Modern Greek the word Trapeze (Τράπεζα) means both a table
and a bank.

Definition

Cathay Bank in Boston's Chinatown

The definition of a bank varies from country to country.

Under English common law, a banker is defined as a person who carries on the business of banking,
which is specified as:

 conducting current accounts for his customers

 paying cheques drawn on him, and
 collecting cheques for his customers.

 "banking business" means the business of receiving money on current or deposit account, paying
and collecting cheques drawn by or paid in by customers, the making of advances to customers, and
includes such other business as the Authority may prescribe for the purposes of this Act.

 "banking business" means the business of either or both of the following:

1. receiving from the general public money on current, deposit, savings or other similar
account repayable on demand or within less than [3 months] ... or with a period of call or notice
of less than that period;
 2. paying or collecting cheques drawn by or paid in by customers]

Suburban branch bank

Wider commercial role

The commercial role of banks is not limited to banking, and includes:

 issue of banknotes (promissory notes issued by a banker and payable to bearer on demand)
 processing of payments by way of telegraphic transfer, EFTPOS, internet banking or other means
 issuing bank drafts and bank cheques
 accepting money on term deposit
 lending money by way of overdraft, instalment loan or otherwise
 providing documentary and standby letters of credit (trade finance), guarantees, performance
bonds, securities underwriting commitments and other forms of off-balance sheet exposures
 safekeeping of documents and other items in safe deposit boxes
 currency exchange
 acting as a 'financial supermarket' for the sale, distribution or brokerage, with or without advice, of
insurance, unit trusts and similar financial products.
Economic functions
The economic functions of banks include:

1. issue of money, in the form of banknotes and current accounts subject to cheque or
payment at the customer's order. These claims on banks can act as money because they are
negotiable and/or repayable on demand, and hence valued at par. They are effectively
transferable by mere delivery, in the case of banknotes, or by drawing a cheque that the payee
may bank or cash.
2. netting and settlement of payments – banks act as both collection and paying agents for
customers, participating in interbank clearing and settlement systems to collect, present, be
presented with, and pay payment instruments. This enables banks to economise on reserves
held for settlement of payments, since inward and outward payments offset each other. It also
enables the offsetting of payment flows between geographical areas, reducing the cost of
settlement between them.
3. credit intermediation – banks borrow and lend back-to-back on their own account as
middle men.
4. credit quality improvement – banks lend money to ordinary commercial and personal
borrowers (ordinary credit quality), but are high quality borrowers. The improvement comes from
diversification of the bank's assets and capital which provides a buffer to absorb losses without
defaulting on its obligations. However, banknotes and deposits are generally unsecured; if the
bank gets into difficulty and pledges assets as security, to raise the funding it needs to continue
to operate, this puts the note holders and depositors in an economically subordinated position.

5. maturity transformation – banks borrow more on demand debt and short term debt, but
provide more long term loans. In other words, they borrow short and lend long. With a stronger
credit quality than most other borrowers, banks can do this by aggregating issues (e.g. accepting
deposits and issuing banknotes) and redemptions (e.g. withdrawals and redemptions of
banknotes), maintaining reserves of cash, investing in marketable securities that can be readily
converted to cash if needed, and raising replacement funding as needed from various sources
(e.g. wholesale cash markets and securities markets).

Law of banking
Banking law is based on a contractual analysis of the relationship between the bank (defined above) and
the customer—defined as any entity for which the bank agrees to conduct an account.

The law implies rights and obligations into this relationship as follows:
 1. The bank account balance is the financial position between the bank and the customer:
when the account is in credit, the bank owes the balance to the customer; when the account is
overdrawn, the customer owes the balance to the bank.
2. The bank agrees to pay the customer's cheques up to the amount standing to the credit
of the customer's account, plus any agreed overdraft limit.
3. The bank may not pay from the customer's account without a mandate from the
customer, e.g. a cheque drawn by the customer.
4. The bank agrees to promptly collect the cheques deposited to the customer's account as
the customer's agent, and to credit the proceeds to the customer's account.
5. The bank has a right to combine the customer's accounts, since each account is just an
aspect of the same credit relationship.

6. The bank has a lien on cheques deposited to the customer's account, to the extent that
the customer is indebted to the bank.
7. The bank must not disclose details of transactions through the customer's account—
unless the customer consents, there is a public duty to disclose, the bank's interests require it, or
the law demands it.
8. The bank must not close a customer's account without reasonable notice, since cheques
are outstanding in the ordinary course of business for several days.

These implied contractual terms may be modified by express agreement between the customer and the
bank. The statutes and regulations in force within a particular jurisdiction may also modify the above
terms and/or create new rights, obligations or limitations relevant to the bank-customer relationship.

Banking channels
Banks offer many different channels to access their banking and other services:

 A branch, banking centre or financial centre is a retail location where a bank or financial institution
offers a wide array of face-to-face service to its customers.
 ATM is a computerised telecommunications device that provides a financial institution's
customers a method of financial transactions in a public space without the need for a human clerk or
bank teller. Most banks now have more ATMs than branches, and ATMs are providing a wider range
of services to a wider range of users. For example in Hong Kong, most ATMs enable anyone to
deposit cash to any customer of the bank's account by feeding in the notes and entering the account
number to be credited. Also, most ATMs enable card holders from other banks to get their account
balance and withdraw cash, even if the card is issued by a foreign bank.
  Mail is part of the postal system which itself is a system wherein written documents typically
enclosed in envelopes, and also small packages containing other matter, are delivered to destinations
around the world. This can be used to deposit cheques and to send orders to the bank to pay money
to third parties. Banks also normally use mail to deliver periodic account statements to customers.
 Telephone banking is a service provided by a financial institution which allows its customers to
perform transactions over the telephone. This normally includes bill payments for bills from major
billers (e.g. for electricity).
 Online banking is a term used for performing transactions, payments etc. over the Internet
through a bank, credit union or building society's secure website.
 Mobile banking is a method of using one's mobile phone to conduct simple banking transactions
by remotely linking into a banking network.


Banks in the economy

Size of global banking industry
Worldwide assets of the largest 1,000 banks grew 16.3% in 2006/2007 to reach a record $74.2 trillion.
This follows a 5.4% increase in the previous year. EU banks held the largest share, 53%, up from 43% a
decade earlier. The growth in Europe’s share was mostly at the expense of Japanese banks, whose
share more than halved during this period from 21% to 10%. The share of US banks remained relatively
stable at around 14%. Most of the remainder was from other Asian and European countries.

The United States has the most banks in the world in terms of institutions (7,540 at the end of 2005) and
possibly branches (75,000). This is an indicator of the geography and regulatory structure of the USA,
resulting in a large number of small to medium-sized institutions in its banking system. As of Nov 2009,
China's top 4 banks have in excess of 67,000 branches with an additional 140 smaller banks with an
undetermined number of branches. Japan had 129 banks and 12,000 branches. In 2004, Germany,
France, and Italy each had more than 30,000 branches—more than double the 15,000 branches in the
UK.

Bank crisis
Banks are susceptible to many forms of risk which have triggered occasional systemic crises. These
include liquidity risk (where many depositors may request withdrawals beyond available funds), credit
risk (the chance that those who owe money to the bank will not repay it), and interest rate risk (the
possibility that the bank will become unprofitable, if rising interest rates force it to pay relatively more on
its deposits than it receives on its loans).
Banking crises have developed many times throughout history, when one or more risks have materialized
for a banking sector as a whole. Prominent examples include the bank run that occurred during the Great
Depression, the U.S. Savings and Loan crisis in the 1980s and early 1990s, the Japanese banking crisis
during the 1990s, and the subprime mortgage crisis in the 2000s. Usually, the governments bail out the
bank through rescue plan or individual public intervention

Profitability
A bank generates a profit from the differential between the level of interest it pays for deposits and other
sources of funds, and the level of interest it charges in its lending activities. This difference is referred to
as the spread between the cost of funds and the loan interest rate. Historically, profitability from lending
activities has been cyclical and dependent on the needs and strengths of loan customers. In recent
history, investors have demanded a more stable revenue stream and banks have therefore placed more
emphasis on transaction fees, primarily loan fees but also including service charges on an array of
deposit activities and ancillary services (international banking, foreign exchange, insurance,
investments, wire transfers, etc.). Lending activities, however, still provide the bulk of a commercial bank's
income.

In the past 20 years American banks have taken many measures to ensure that they remain profitable
while responding to increasingly changing market conditions. First, this includes theGramm-Leach-Bliley
Act, which allows banks again to merge with investment and insurance houses. Merging banking,
investment, and insurance functions allows traditional banks to respond to increasing consumer demands
for "one-stop shopping" by enabling cross-selling of products (which, the banks hope, will also increase
profitability). Second, they have expanded the use of risk-based pricing from business lending to
consumer lending, which means charging higher interest rates to those customers that are considered to
be a higher credit risk and thus increased chance of default on loans. This helps to offset the losses from
bad loans, lowers the price of loans to those who have better credit histories, and offers credit products to
high risk customers who would otherwise been denied credit. Third, they have sought to increase the
methods of payment processing available to the general public and business clients. These products
include debit cards, prepaid cards, smart cards, and credit cards. They make it easier for consumers to
conveniently make transactions and smooth their consumption over time (in some countries with
underdeveloped financial systems, it is still common to deal strictly in cash, including carrying suitcases
filled with cash to purchase a home). However, with convenience of easy credit, there is also increased
risk that consumers will mismanage their financial resources and accumulate excessive debt. Banks
make money from card products through interest payments and fees charged to consumers
and transaction fees to companies that accept the cards. Helps in making profit and economic
development as a whole.
TOPIC
“Comparative study of Consumer preferences
for public and private sector banks”
Over view of major
players
CONSUMER PREFER’S MAJOR PLAYER OF BANK
SERVICE PROVIDER IN VARANASI

I found that following are the major player of bank

service provider in Varanasi city.
. STATE BANK OF INDIA
. PUNJAB NATIONAL BANK
. HDFC BANK
. ICICI BANK
. OTHER’S
 STATE BANK OF INDIA

Type Public (BSE, NSE:SBI) & (LSE:SBID)

Founded Kolkata, 1806 (as Bank of Calcutta)

Headquarters Corporate Centre,

Madam Cama Road,
Mumbai 400 021 India

Key people Om Prakash Bhatt, Chairman

Industry Banking
Insurance
Capital Markets

Revenue ▲ Rs. 1,135.36 billion (2009) (US$ 24.57 billion)[1]

Net income ▲ Rs. 109.98 billion (2009) (US$ 2.38 billion)[1]

Total assets ▲ Rs. 11,880.60 billion (2009) (US$ 257.18 billion)[1]

Total equity ▲ Rs. 659.12 billion (2009) (US$ 14.26 billion)[1]

Employees 205,896

Website Official
 State Bank of India

(SBI) is the largest bank in India. The bank traces its ancestry back through the Imperial Bank of
India to the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank in
the Indian Subcontinent. The Government of India nationalised the Imperial Bank of India in 1955,
with the Reserve Bank of India taking a 60% stake, and renamed it the State Bank of India. In 2008,
the Government took over the stake held by the Reserve Bank of India.

SBI provides a range of banking products through its vast network in India and overseas, including
products aimed at NRIs. The State Bank Group, with over 16000 branches, has the largest branch
network in India. With an asset base of $250 billion and $195 billion in deposits, it is a regional
banking behemoth. It has a market share among Indian commercial banks of about 20% in deposits
and advances, and SBI accounts for almost one-fifth of the nation’s loans.

SBI has tried to reduce its over-staffing through computerizing operations and Golden
handshake schemes that led to a flight of its best and brightest managers. These managers took the
retirement allowances and then went on the become senior managers at new private sector banks.

The State bank of India is 29th most reputable company in the world according to Forbes.State
Bank of India is one of the Big Four Banks of India with ICICI Bank, Axis Bank and HDFC Bank.
International presence

State Bank of India (SBI), Mumbai Main Branch India's largest bank, in Mumbai. The government of India is the
largest shareholder in SBI.

The bank has 92 branches, agencies or offices in 32 countries. It has branches of the parent
in Colombo, Dhaka, Frankfurt, Hong Kong,Johannesburg, London and environs, Los
Angeles, Male in the Maldives, Muscat, New York, Osaka, Sydney, and Tokyo. It has offshore
banking units in the Bahamas, Bahrain, and Singapore, and representative offices
in Bhutan and Cape Town.

SBI operates several foreign subsidiaries or affiliates. In 1990 it established an offshore bank, State
Bank of India (Mauritius). It has two subsidiaries in North America, State Bank of India (California),
and State Bank of India (Canada). In 1982, the bank established its California subsidiary, named
State Bank of India (California), which now has eight branches - seven branches in the state of
California and one in Washington DC which was recently opened on 23rd November, 2009.
In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo-Nigerian Merchant
Bank and received permission in 2002 to commence retail banking. It now has five branches in
Nigeria.In Nepal SBI owns 50% of Nepal SBI Bank, which has branches throughout the country. In
Moscow SBI owns 60% of Commercial Bank of India, with Canara Bank owning the rest.
In Indonesia it owns 76% of PT Bank Indo Monex.

State Bank of India already has a branch in Shanghai and plans to open one up in Tianjin .
History

The roots of the State Bank of India rest in the first decade of 19th century, when the Bank of
Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The Bank of Bengal
and two other Presidency banks, namely, the Bank of Bombay (incorporated on 15 April 1840) and
the Bank of Madras(incorporated on 1 July 1843). All three Presidency banks were incorporated
as joint stock companies, and were the result of the royal charters. These three banks received the
exclusive right to issue paper currency in 1861 with the Paper Currency Act, a right they retained
until the formation of the Reserve Bank of India. The Presidency banks amalgamated on 27 January
1921, and the reorganized banking entity took as its name Imperial Bank of India. The Imperial Bank
of India continued to remain a joint stock company.

Pursuant to the provisions of the State Bank of India Act (1955), the Reserve Bank of India, which
is India's central bank, acquired a controlling interest in the Imperial Bank of India. On 30 April 1955
the Imperial Bank of India became the State Bank of India. The Govt. of India recently acquired the
Reserve Bank of India's stake in SBI so as to remove any conflict of interest because the RBI is the
country's banking regulatory authority.

Offices of the Bank of Bengal

In 1959 the Government passed the State Bank of India (Subsidiary Banks) Act, enabling the State
Bank of India to take over eight former State-associated banks as its subsidiaries. On Sept 13,
2008, State Bank of Saurashtra, one of its Associate Banks, merged with State Bank of India.

SBI has acquired local banks in rescues. For instance, in 1985, it acquired Bank of Cochin in Kerala,
which had 120 branches. SBI was the acquirer as its affiliate, State Bank of Travancore, already had
an extensive network in Kerala.
Associate banks
There are six associate banks that fall under SBI, and together these six banks constitute the State
Bank Group. All use the same logo of a blue keyhole and all the associates use the "State Bank of"
name followed by the regional headquarters' name. Originally, the then seven banks that became
the associate banks belonged to princely states until the government nationalized them between
October, 1959 and May, 1960. The acquisition of State Bank of Indore will help SBI add 470
branches to its existing network of 11,448. Also, following the acquisition, SBI’s total assets will inch
very close to the Rs 10-lakh crore mark. Total assets of SBI and the State Bank of Indore stood at
Rs 998,119 crore as on March 2009.

The Subsidiaries of SBI till date

 State Bank of Indore

 State Bank of Bikaner & Jaipur
 State Bank of Hyderabad
 State Bank of Mysore
 State Bank of Patiala
 State Bank of Travancore

Growth
State Bank of India has often acted as guarantor to the Indian Government, most notably
during Chandra Shekhar's tenure as Prime Minister of India. With 11,448 branches and a further
6500+ associate bank branches, the SBI has extensive coverage. State Bank of India has
electronically networked all of its branches under Core Banking System (CBS). The bank has one of
the largest ATM networks in the region, with more than 9000 ATMs across India. In recent years, the
bank has sought to expand its overseas operations by buying foreign banks. It is the only Indian
bank to feature in the top 100 world banks in theFortune Global 500 rating and various other ranking
ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment Corporation of India)
is India's largest private sector bank by market and second largest overall in terms of assets. Bank
has total assets of Rs. 3,793.01 billion (US$ 75 billion) at March 31, 2009 and profit after tax Rs. 37.58
billion for the year ended March 31, 2009.[1] The Bank also has a network of 1,640+ branches (as on
February 11, 2010) and about 4,721 ATMs in India and presence in 18 countries, as well as some 24
million customers (at the end of July 2007). ICICI Bank offers a wide range of banking products and
financial services to corporate and retail customers through a variety of delivery channels and specialised
subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital
and asset management. (These data are dynamic.) ICICI Bank is also the largest issuer of credit cards in
India.[2]. ICICI Bank has got its equity shares listed on the stock exchanges
at Kolkata and Vadodara, Mumbai and the National Stock Exchange of India Limited, and itsADRs on
the New York Stock Exchange (NYSE). The Bank is expanding in overseas markets and has the largest
international balance sheet among Indian banks. ICICI Bank now has wholly-owned subsidiaries,
branches and representatives offices in 18 countries, including an offshore unit in Mumbai. This includes
wholly owned subsidiaries in Canada, Russia and the UK (the subsidiary through which the Heave
savings brand[3] is operated), offshore banking units in Bahrain and Singapore, an advisory branch in
Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative offices in Bangladesh, China,
Malaysia, Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank is
targeting the NRI (Non-Resident Indian) population in particular.

ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total income to Rs.
9,712.31 crore in Q2 September 2008 over Q2 September 2007. The bank's current and savings account
(CASA) ratio increased to 30% in 2008 from 25% in 2007.[4][5]

ICICI Bank is one of the Big Four Banks of India with State Bank of India, Axis Bank and HDFC Bank.
ICICI Bank HQ at BKC Mumbai

History of ICICI

 1955: The Industrial Credit and Investment Corporation of India Limited (ICICI) was incorporated
at the initiative of World Bank, the Government of India and representatives of Indian industry, with
the objective of creating a development financial institution for providing medium-term and long-term
project financing to Indian businesses.
 1994: ICICI established Banking Corporation as a banking subsidiary. Formerly Industrial Credit
and Investment Corporation of India. Later, ICICI Banking Corporation was renamed as 'ICICI Bank
Limited'. ICICI founded a separate legal entity, ICICI Bank, to undertake normal banking operations -
taking deposits, credit cards, car loans etc.
 2001: ICICI acquired Bank of Madura (est. 1943). Bank of Madura was a Chattier bank, and had
acquired Chettinad Mercantile Bank (est. 1933) and Illanji Bank (established 1904) in the 1960s.
 2002: The Boards of Directors of ICICI and ICICI Bank approved the reverse merger of
ICICI, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, into ICICI Bank.
After receiving all necessary regulatory approvals, ICICI integrated the group's financing and banking
operations, both wholesale and retail, into a single entity. At the same time, ICICI started its
international expansion by opening representative offices in New York and London. In India, ICICI
Bank bought the Shimla and Darjeeling branches that Standard Chartered Bank had inherited when it
acquired Grindlays Bank.
 2003: ICICI opened subsidiaries in Canada and the United Kingdom (UK), and in the UK it
established an alliance with Lloyds TSB. It also opened an Offshore Banking Unit (OBU) in Singapore
and representative offices in Dubai and Shanghai.
 2004: ICICI opened a representative office in Bangladesh to tap the extensive trade between that
country, India and South Africa.
  2005: ICICI acquired Investitsionno-Kreditny Bank (IKB), a Russia bank with about US$4mn in
assets, head office in Balabanovo in the Kaluga region, and with a branch in Moscow. ICICI renamed
the bank ICICI Bank Eurasia. Also, ICICI established a branch in Dubai International Financial Centre
and in Hong Kong.
 2006: ICICI Bank UK opened a branch in Antwerp, in Belgium. ICICI opened representative
offices in Bangkok, Jakarta, and Kuala Lumpur.
 2007: ICICI amalgamated Sangli Bank, which was headquartered in Sangli,
in Maharashtra State, and which had 158 branches in Maharashtra and another 31
in Karnataka State. Sangli Bank had been founded in 1916 and was particularly strong in rural areas.
With respect to the international sphere, ICICI also received permission from the government
of Qatar to open a branch in Doha. Also, ICICI Bank Eurasia opened a second branch, this time in St.
Petersburg.

Controversy

.ICICI Bank has been in focus in recent years because of alleged harassment of customers by its
recovery agents. Listed below are some of the related news links:

 RBI warns ICICI Bank for coercive methods to recover loans

 ICICI Bank on huge car recovery scam in Goa - ICICI Bank invest in car-jackers to recover loans
in Goa. A half an hour investigative report on CNN-IBN's 30 Minutes. The under cover report was
executed by CNN-IBN's Special Investigations Team from Mumbai, led by Ruksh Chatterji
 A father while talking to Times of India, alleged that "ICICI Bank recovery agents visited his house
and threatened his family. And his son Nikhil consumed poison because of the tension".
 C.L.N Murthy, a scientist with the Hyderabad-based Indian Institute of Chemical Technology, was
allegedly tortured by recovery agents of ICICI Bank after he defaulted on his loan.“They humiliated
me no end. They ripped my shirt, shaved my moustache, cut my hair and gave electric shocks on my
chest and even spat on my face" adds Murthy.
 In a landmark case, Allahabad High Court had ordered registration of an FIR against ICICI Bank's
branch manager, President, Chairman and Managing Director on a complaint of 75-year-old widow
Prakash Kaur. She had complained that “goondas” were sent by the bank to harass her and forcibly
took away her truck.[32] [33] When the Supreme Court wanted to know about the procedure adopted by
the Bank, ICICI Bank counsel said notice would be sent to a defaulter asking him either to pay the
instalments or hand over the vehicle purchased on loan, failing which the agents would be asked to
seize it. When the Bench pointed out that recovery or seizure could be done only legally, ICICI Bank
counsel said, "If we have to go through the legal process it would be difficult to recover the
instalments as there are millions of defaulters".
 An 18-year-old boy was allegedly kidnapped and detained at the Pune branch of ICICI Bank
 There have been several other minor legal cases accusing harassment by ICICI Bank
 A consumer court imposed a joint penalty of Rs. 25 lakh on ICICI Bank and American Express
Bank for making unsolicited calls.
 HDFC Bank Ltd.

Type Public (BSE: 500180,NYSE: HDB)

Founded 1994

Founder(s) Mr Deepak Parekh of HDFC

Headquarters Mumbai, India

Key people Mr. Aditya Puri, Managing Director

Mr. Harish Engineer, Executive Director

Industry Banking

Insurance

Capital Markets and allied industries

Products Financial services[1]

Revenue ▲ Rs. 197.5 billion (2009)[2]

Net income ▲ Rs. 2.24 billion (2009)

Total assets ▲ Rs. 1.8 trillion (2009)

Employees 52,687 (2009)

Website www.hdfcbank.com
HDFC Bank Ltd. (BSE: 500180, NYSE: HDB) is a incorporated in August 1994, after
the Reserve Bank of India allowed establishing private sector banks. The Bank was promoted by
the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of
India. HDFC Bank has 1,412 branches and over 3,295 ATMs, in 528 cities in India, and all branches of
the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total assets of
INR 1006.82 billion.For the fiscal year 2008-09, the bank has reported net profit of Rs.2,244.9 crore, up
41% from the previous fiscal. Total annual earnings of the bank increased by 58% reaching at
Rs.19,622.8 crore in 2008-09.

History
HDFC Bank was incorporated in the year of 1994 by Housing Development Finance Corporation Limited
(HDFC), India's premier housing finance company. It was among the first companies to receive an 'in
principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. The Bank
commenced its operations as a Scheduled Commercial Bank in January 1995 with the help of RBI's
liberalization policies.

In 2008 HDFC Bank acquired Centurion Bank of Punjab taking its total branches to more than 1,000. The
amalgamated bank emerged with a strong deposit base of around Rs. 1, 22,000 crore and net advances
of around Rs. 89,000 crore. The balance sheet size of the combined entity is over Rs. 1, 63,000 crore.
The amalgamation added significant value to HDFC Bank in terms of increased branch network,
geographic reach, and customer base, and a bigger pool of skilled manpower.

Business Focus
HDFC Bank deals with three key business segments - Wholesale Banking Services, Retail Banking
Services, and Treasury. It has entered the banking consortia of over 50 corporate for providing working
capital finance, trade services, corporate finance and merchant banking. It is also providing sophisticated
product structures in areas of foreign exchange and derivatives, money markets and debt trading and
equity research.
Wholesale Banking Services
The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate
to small & mid-sized corporate and agri-based businesses. For these customers, the Bank provides a
wide range of commercial and transactional banking services, including working capital finance, trade
services, transactional services, cash management, etc. The bank is also a leading provider of structured
solutions, which combine cash management services with vendor and distributor finance for facilitating
superior supply chain management for its corporate customers. HDFC Bank has made significant inroads
into the banking consortia of a number of leading Indian corporate including multinationals, companies
from the domestic business houses and prime public sector companies. It is recognised as a leading
provider of cash management and transactional banking solutions to corporate customers, mutual funds,
stock exchange members and banks.

Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of financial products
and banking services, giving the customer a one-stop window for all his/her banking requirements. The
products are backed by world-class service and delivered to customers through the growing branch
network, as well as through alternative delivery channels like ATMs, Phone Banking, Net Banking and
Mobile Banking.

HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA
(VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank launched its credit card
business in late 2001. By March 2009, the bank had a total card base (debit and credit cards) of over 13
million. The Bank is also one of the leading players in the “merchant acquiring” business with over 70,000
Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant establishments. The Bank is
well positioned as a leader in various net based B2C opportunities including a wide range of internet
banking services for Fixed Deposits, Loans, Bill Payments, etc.

Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank has an network of 1,725 branches spread in 771
cities across India. All branches are linked on an online real-time basis. Customers in over 500 locations
are also serviced through Telephone Banking. The Bank has a presence in all major industrial and
commercial centres across the country. The Bank also has 3,898 networked ATMs across these cities.
Moreover, HDFC Bank's ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholder

Punjab National Bank

 Type Public (BSE, NSE:PNB)

Founded Lahore, 1895

Headquarters New Delhi, India

Industry Banking

Insurance

Capital Markets and allied industries

Products Loans, credit cards, savings, investment vehicles,

insurance etc.

Revenue USD 2.32 billion (2005)

Website www.pnbindia.c

Punjab National Bank (PNB), was registered on May 19, 1894 under the Indian
Companies Act with its office in Anarkali Bazaar Lahore. The Bank is the second largest government-
owned commercial bank in India with about 4,904 branches across 764 cities. It serves over 37 million
customers. The bank has been ranked 248th biggest bank in the world by Bankers Almanac, London.

The bank's total assets for financial year 2007 were about US$60 billion. PNB has a banking subsidiary
in the UK, as well as branches in Hong Kong, Dubai and Kabul, and representative offices
in Almaty, Dubai, Oslo, and Shanghai.
HISTORY

 1895: PNB commenced its operations in Lahore. PNB has the distinction of being the first Indian bank
to have been started solely with Indian capital that has survived to the present. (The first entirely
Indian bank, the Oudh Commercial Bank, was established in 1881 inFaizabad, but failed in 1958.)
PNB's founders included several leaders of the Swadeshi movement such as Dyal Singh Majithia and
Lala HarKishen Lal,[1] Lala Lalchand, Shri Kali Prosanna Roy, Shri E.C. Jessawala, Shri Prabhu
Dayal, Bakshi Jaishi Ram, and Lala Dholan Dass. Lala Lajpat Rai was actively associated with the
management of the Bank in its early years.
 1904: PNB established branches in Karachi and Peshawar.
 1940: PNB absorbed Bhagwan Dass Bank, a scheduled bank located in Delhi circle.
 1947: Partition of India and Pakistan at Independence. PNB lost its premises in Lahore, but continued
to operate in Pakistan.
 1951: PNB acquired the 39 branches of Bharat Bank (est. 1942); Bharat Bank became Bharat Nidhi
Ltd.
 1961: PNB acquired Universal Bank of India.
 1963: The Government of Burma nationalized PNB's branch in Rangoon (Yangon).
 September 1965: After the Indo-Pak war the government of Pakistan seized all the offices in Pakistan
of Indian banks, including PNB's head office, which may have moved to Karachi. PNB also had one
or more branches in East Pakistan (Bangladesh).
 1960s: PNB amalgamated Indo Commercial Bank (est. 1933) in a rescue.
 1969: The Government of India (GOI) nationalized PNB and 13 other major commercial banks, on
July 19, 1969.
 1976 or 1978: PNB opened a branch in London.
 1986 The Reserve Bank of India required PNB to transfer its London branch to State Bank of
India after the branch was involved in a fraud scandal.
 Hindustan's 142 branches to PNB's network.
 1986: PNB acquired Hindustan Commercial Bank (est. 1943) in a rescue. The acquisition added
1993: PNB acquired New Bank of India, which the GOI had nationalized in 1980.
 1998: PNB set up a representative office in Amity, Kazakhstan.
 2003: PNB took over Nedungadi Bank, the oldest private sector bank in Kerala. At the time of the
merger with PNB, Nedungadi Bank's shares had zero value, with the result that its shareholders
received no payment for their shares.

PNB also opened a representative office in London.

.2004: PNB established a branch in Kabul, Afghanistan.PNB also opened a representative office
in Shanghai.PNB established an alliance with Everest Bank in Nepal that permits migrants to transfer
funds easily between India and Everest Bank's 12 branches in Nepal.

2005: PNB opened a representative office in Dubai.

2007: PNB established PNBIL - Punjab National Bank (International) - in the UK, with two offices, one
in London, and one in South Hall. Since then it has opened a third branch in Leicester, and is
planning a fourth in Birmingham.

2008: PNB opened a branch in Hong Kong.

2009: PNB opened a representative office in Oslo, Norway, and a second branch in Hong Kong, this
in Kowloon.

2010: PNB received permission to upgrade its representative office in the Dubai International
Financial Centre to a branch
RESEARCH
OBJECTIVES
 OBJECTIVES
Primary Objective- The main objective of this study is
Which banks to consumer prefer public or private sector
banks.

Secondary Objective-

1:To find out how many people prefer private or public

sector banks for maintaining their accounts.

2:To analyze reason for preferring either public sector or

private sector bank.

3:To compare service provided by public sector or private

sector banks.

4:To come up with concrete suggestions in order to

improve the banking services provided to the customers.
5:To find out the real situation of public and private sector
banks.
 RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY:

Siginificance of research: This project presents a view about the

most preference in Varanasi city.

Research design: To know about the present condition or status

regarding particular item or group of item descriptive research is
conducted. The descriptive study describes the state as it exists at
present.

Data collection method: In the field survey project I am using

the primary data collection method. Because it provides more scope for
getting required information. I am using questionnaire method to collect
the data.
Universe of study: The universe is entire group of item. Taken
item that researcher wants to study and generalize. My universe was all
the bank service holder of Varanasi.

Sample unit: The sample unit is the basic unit containing the
elements of the population to be sampled. My sample unit is account
holder.
Sampling techniques: As the universe is quite large. So a
relatively small group of individuals are selected for representing the
whole universe. I follow non-probabilistic convince sampling for my
survey.

Sample tools: Sample size refers to number of person to be

conducted survey. I have selected the sample size of 120.

Statical tools: Bar-Diagram, tables, pie-chart.

ANALYSIS & INTERPRETATION
Q1: In which bank you have an account?

private
Category Public sector sector
Response 80 40
% 66.66 33.33

response

,private sector
33% ,40

,public sector
67% ,80

Interpretation:-: According to survey maximum person given the response for

public sector bank, In 120 account holders 67% have an account public sector
banks & 33% have an private sector banks.
 Q2: Out of different public sector & private sector bank, In which bank
you have an account?

category SBI PNB ICICI HDFC EXIS

Responses 54 26 18 12 10
% 45 22 15 10 8

Responses

EXIS
8%
HDFC
10%
SBI
ICICI 45%
15%

PNB
22%

Interpretation: A peoples of overall about in 120 Account holders, maximum

40% players from SBI, 20% PNB, 15%ICICI, 10% HDFC & 15% OTHER.
Q3:Are you satisfied with kind of services provided from this bank?

Highly partially partially highly

banks Category agree agree agree neutral disagree Disagree disagree
private response 10 8 4 4 12 4 2
% 15 20 10 10 30 10 5
public response 16 16 8 4 24 4 8
% 20 20 10 5 30 5 10

category public private

agree 40 18
% 50 45

h ig h ly d is a g re e

D is a g re e

p a rt ia lly d is a g re e p u b lic % 100

p u b l i c r e s p 90
onse
n e u tra l 80
p riva t e % 70
%, 50
p a rt ia lly a g re e p r i v a t e r e s p60o n s e
%
50
agree
a g re e 40 %, 45

30

20 agree, 40
H ig h ly a g re e
10 agree, 18
0
0 10 20 30 40 public private

Interpretation:- In public bank, in 80 respondent 50% agreeable but

private bank in 40 respondent, 45% agreeable from providing services of
bank.
 Q4: Are you getting withdraw the money very easily?

banks
Highly partially partially Highly
Category agree agree agree neutral disagree disagree disagree
Public Response 40 8 12 8 4 8
% 50 10 15 10 5 10
private Response 12 10 4 2 6 2 2
% 30 25 10 5 15 5 5

category public private

agree 60 26
% 75 65

100%
30 10 5
5
8 0% 15
25 2 75
12 4 80
5 65
2 70
6 0% 60
6 p r iv a te % 60
10
50 15 p r iv a te Re s p o n s e 50
10
4 0% 5
Pu b lic % 40 agree
10
Pu b lic Re s p o n s e 30 %
10 26
2 0% 8 20
40 12 2
8 4
10 %
8
0% 0
agree
Hig h ly p a r tially p a rtia lly Hig h ly public
agree a g re e d is a g r e e d is a g r e e priv ate

Interpretation: In this question respondent highly agreeable for getting to

easily withdrawn from public sector bank in compression to private bank,
public bank respondent satisfaction level 75% in 80 & private sector 66% in
40.
Q5: Are you deposited the money very easily from this bank?

banks Highly partially partially Highly

Category agree Agree agree neutral disagree disagree disagree
Public Response 32 16 4 4 8 12 4
% 40 20 5 5 10 15 5
private Response 12 4 8 2 6 6 2
% 30 10 20 5 15 15 5

category public private

agree 52 24
% 65 60

H i g h l y d i sa g r e e
4
5
2
5

d i sa g r e e
12

15

15
6
p a r ti a l l y d i sa g r e e
10

15
8

n e u tr a l
4
5
2
5

100%
20

p a r ti a l l y a g r e e
4
5
8

90%
80% 65
70% 60
a g re e
16

20

10
4

60% %
50% agree
32

40

12

40% H ig h ly a g re e 30
30% 52
20% 24
10% 0 20 40 60 80 100 120
0%
public private

P u b lic R e s p o nPsueb lic %p riva t e R e s p o np sriva

e te %

Interpretation: deposited the money very easily most of the people

given response to public sector bank in compression to private bank.
Q6: Does this bank provide ATM services?

Banks
Category Yes No
public Response 64 16
% 80 20
private Response 20 20
% 50 50

16

50
64
public Response
50 20 public %
20 private Response
private %

80
20

Interpretation: From in this question maximum 80% public bank

Account holder given responses about provides the ATM but private
bank give the response 50%.
Q7: Are you feeling very well withdraw the money from ATM?

Highly partially
Category agree agree agree

Response 84 24 12

% 70 20 10

Response

partially agree
10%
agree
highly agree
20%
agree
highly agree partially agree
70%

Interpretation: According to in this question all over people given

the response only agreeable &most of person felling well, withdraw
from ATM.
Q8:Are you facing the problems withdraw the money hand
to hand?

Category Yes No Some time

response 72 12 36

% 60 10 30

response

No
10%

Yes
Some time No
Yes 30% Some time
60%

Interpretation: maximum people given the response for problems facing hand
to hand withdrawn public or private both.
Q9: Do you agree, in this bank behaviour of employee is
normal?
banks Highly partially partially Highly
Category agree Agree agree neutral disagree disagree disagree
Public Response 12 16 4 4 12 12 20
% 15 20 5 5 15 15 25
private Response 16 4 4 2 6 6 2
% 40 10 10 5 15 15 5
category public private
agree 32 24
% 40 60

40 40

35

30

25 25
60
P u b lic R e s p o n s e
60
20 20 20
P u b lic %
50
16 16
40 15 15 1 51 5 1 51 5 p riva te R e s p o n s e
40 12 12 12
32
10 10 p riva te %
a g re e 10
30 24
%
6 6
20
5 4 45 4 45 5 5
2 2
10 0
H ig h lya g re ep a rtia lly
n e u t rap al rt iadllyis a g reHeig h ly
0
p u b lic p riva t e a g re e a g re e d is a g re e d is a g re e

Interpretation: Mostly respondent are agreeable to behaviour of

employee in private sector in compression to public sector bank.
Q10: E- banking service is needed in this time, Are you agree ?

banks Highly partially partially Highly

Category agree Agree agree neutral disagree disagree disagree
Public Response 24 16 12 4 8 8 8
% 30 20 15 5 10 10 10
private Response 16 4 4 2 4 6 4
% 40 10 10 5 10 15 10

category public private

agree 52 24
% 65 60

100%
10 10 5 10 10
80% 40 15
4
4 p riva t e %
60% 16 2 4 4
6 p riva t e R e s p o n s e
20
15
40% 5 10 10 P u b lic %
30 10 P u b lic R e s p o n s e
20% 16 12 4 8 8
24 8
0%
ree

al

ree
utr
ree
ag

ag

ree
ne
gre

e
ag

gre
dis

ag
ya
hly

isa

dis
l
rtia
Hig

yd

hly
pa

l
rtia

Hig
pa

65
60

70 52

60

50
24 a g re e
40
%
30

20

10

0
p u b lic p riva t e
Interpretation: E-banking services response agreeable side is 65%
and 35% is disagreeable from public sector respondent, response in
80 people & 60%, and 40% respondent given the response in 40
people.

Q11:Have you satisfied, which you are getting interest facility from this bank?

banks Highly partially partially Highly

Category agree Agree agree neutral disagree disagree disagree
Public Response 20 8 8 4 16 16 8
% 25 10 10 5 20 20 10
private Response 8 4 4 2 6 12 4
% 20 10 10 5 15 30 10

category public private

agree 36 16
% 45 40

100%
20 10 10 5 15 10
80% 30 50
45
8 6 45
60% 4 4 2 4 40
40 36
12
25 20 35
40% 10 10 5 10
30
20 a g re e
25
20% %
20 8 8 4 16 8 20 16
16
15
0%
10
H ig h ly a g re e p a r t ia llyn e u t ra lp a rt ia llyd is a g re eH ig h ly
a g re e a g re e d is a g re e d is a g r e5e
0
P u b lic R e s p o Pn su eb lic %p riva t e R e s p opnriva
s e te % p u b lic p riva t e
 Interpretation: maximum no of consumer dissatisfied getting
interest from bank because bank given the interest minimum &
taken the maximum.

12: Private bank provides interest more than public sector bank Do you
agree?

banks Highly partially partially Highly

Category agree Agree agree neutral disagree disagree disagree
Public Response 24 4 8 4 20 12 8
% 30 5 10 5 25 15 10
private Response 6 12 4 4 6 4 4
% 15 30 10 10 15 10 10

category public Private

agree 36 24
% 45 60

80
60
70 1 5
60
60 6 15
private % 50 45
50 6 private Res pon s e 36
40 3 0 40
30 10 P ublic %
30 25
10 4 10 P ublic R es pons e 30 24
20 4 10 15 4
12 10 10
10 2 4 20 4 20
Interpretation: most
5
4
of the private
12 8 5
4 8
0
banks are provides interest facility 10
ee

more than public sector banks.

l

e
tra

0
e

re

ree
r

ee
re

re
ag

ag

p u b li c p r iva t e
ne
ag

gr
ag

ag
dis
isa
ly

dis
ly
gh

yd
tia

ly

a g re e 36 24
Hi

gh
l
pa

tia

Hi
r
pa

% 45 60
INTERPRETATION: Public sector minimum account holders agreeable
side but private given aresponse maximum that private sector give
to the interest more than public sector.

Q13:Public sector bank provides the education loan very easily, rather than
private sector bank, Are you agree ?

banks Highly partially partially Highly

Category agree Agree agree neutral disagree disagree disagree
Public Response 28 12 8 4 12 8 8
% 35 15 10 5 15 10 10
private Response 8 10 2 2 6 6 6
% 20 25 5 5 15 15 15
category public private
agree 48 20
% 60 50

Highly disagree 8 10 6 15
20 50
pr iv ate
disagree 8 10 6 15

agr e e partially disagree 12 15 6 15 Public Response

% neutral 4525 Public %

partially agree 8 1025 private Response

48 60
pub lic private %
agree 12 15 10 25

Highly agree 28 35 8 20
0 50 1 00 1 50
0 50 100
Interpretation: according to my survey public sector
provided loan very easily rather than private sector.

Q14: Public sector bank provides housing loan very easily & low rate of
interest rather than private bank, are you agree?

banks Highly partially partially Highly

Category agree Agree agree neutral disagree disagree disagree
Public Response 20 8 16 4 8 12 12
% 25 10 20 5 10 15 15
private Response 12 10 2 2 2 4 8
% 30 25 5 5 5 10 20

category public private

agree 44 24
% 55 60

20 120
5 10
% 55 100
25 30 H ig h ly d is a g re e
private

80
8 d is a g re e
4 55

R e sp o n se 22
%

2 p a rtia lly d i s a g re e
60
60 agree
10
12 n e u tra l 40

11 55 p a rtia lly a g re e 20 44
% 5 1 0
20 a g re e 24

10 0
25 H ig h ly a g re e public private
Public

12
8 12
R e sp o n se 4 16
8 20
Interpretation: most of the people given the response agreeable
about public sector bank provides housing loan very easily & low
rate of interest rather than private sector bank.

FINDINGS
 FINDINGS

1:There are 40 % people have an account in SBI,20% in

PNB,15% in ICICI, 10% in HDFC &15% in other.

2. I found that maximum people want to open account in public

banks.

3. I also found that mostly businessman and private sector

working people prefer to private banks.

4.Maximum facilities are provided by private banks.

5.The banking process like billing, withdrawing, depositing in

public banks are very slow.
6.Private banks are very good in updating their customers
regarding new services and facilities.

7.Mostly government employees are the customers of public

banks.

8.Mostly account holder of public banks are some cases highly

dissatisfied and another cases satisfied with the process of
giving housing& education loans, updating new services etc wit
their respective banks.

9. Private Banks gives more emphasis on customer relationship

management as compare to public banks.

10. People feel more security in public banks as compare to

private banks.
CONCLUSION
 Conclusion

 Bank is a financial organization licensed by

a government. Its primary activities include providing
financial services to customers while enriching its
investors. Many financial activities were allowed over
time. "banking business" means the business of
receiving money on current or deposit account, paying
and collecting cheques drawn by or paid in by
customers, the making of advances to customers, and
includes such other business as the Authority may
prescribe for the purposes of this Act.
.After observing the questionnaire I came to this point that
most preferred banks are public sectors.approximately
67% or above peoples are the customers of public sector
banks because people trust the public sector banks.
SUGGESTIONS
 SUGGESTIONS

. Private sectors banks should improve their image in the eyes of

government employees.

. Private Banks should launch some direct marketing process for

their existing as well as non-existing customers.

. Public sectors banks should also improve their facilities to

overcome the customer’s problem.

. Every sector banks should do some extra things for the

uneducated people also.
LIMITATIONS
 LIMITATION
. As the time was less for the survey so some selected places were
Covered

. The main difficulty was language problem, as the questionnaire was in

English so some people were not able to understand the question.

. Few people did not have time to fill the questionnaire.

. Few people were not responding as I expected from them, they were
Reaching as the survey is conducted for false purpose.

.Few people were not a completely attentioninig the questionnaire and

generally fill up the options.
BIBLIOGRAPHY
 BIBILOGRAPHY

Books:

.Research methodology ( Methods and Techniques)- C R Kothari.

. Research methodology in social sciences P C Tripathi.

Websites:

.www.sbi.com
.www.icici.com
.www.hdfcbank.com
.www.pnbindia.com

SEARCH ENGINE:
.www.google.com

ANNEXURE
 QUESTIONNAIRE
Dear Respondents,
The aim of this questionnaire is to survey the consumer’s preferences for public
sector & private sector bank. The questionnaire is entirely voluntary and the information will
be used for a report. So, kindly take your time to answer the questionnaire. Your participation
in this survey is greatly appreciated.
PERSONAL DETAILS
1. Name: ………………………………………… 2. Age: …………………………………….
3. Gender: Male Female
4.Address:
……………………………………………………………………………………………………
…………………………….
……………………………………………………………………………………………………
…………………………………
5. Occupation:…………………………………………………
6. Monthly Income:
a) Below 10,000 ( ) (b) 10,000-50,000 ( ) (c) Above 50,000 ( )
7.Contact No: …………………………………

Q-1. In which bank. you have an account ?

(a) Public sector bank ( ) (b) Private sector bank ( )
(c) Both ( )
Q-2. Out of different public sector& private sector bank, in which bank you have an account?
(a) SBI ( ) (b) PNB ( ) (c) ICICI ( ) (d) HDFC ( ) (d) OTHER
( )
You choose and given his response, Which is given below according to the
number:
(1) FOR Highly agree, (2) FOR Agree, (3) FOR Partially agree, (4) FOR Neutral
(5) FOR Partially disagree, (6) FOR Disagree, (7) Highly Disagree CONTI…….
Q-3. Are you satisfied with kind of services provided from this bank ?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7) (
)
Q-4. Are you getting a withdraw the money very easily from this bank?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7) ( )
Q-5. Are you deposited the money very easily from this bank ?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7) ( )
Q-6. Does this bank provide the ATM services ?
(a) Yes ( ) (b) No ( )

Q-7. Are you feeling very well withdraw the money from ATM?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7)
( )
Q-8. Are you facing the problem withdraw the money hand to hand ?
(a) YES ( ) (b) NO ( ) (c) SOME TIME
Q-9. Do you agree, in this bank behaviour of employee is normal ?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7) (
)
Q-10. E-banking service is needed for this time, Are you agree ?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7)
( )
Q-11. Have you satisfied, which you are getting interest facility from this bank?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7)
( )
Q-12. private bank provides the interest on the F.D, more than public sector bank, Are you
agree?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7)
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Q-13. Public sector bank provides the education loan very easily, rather than private sector bank
Are you agree?
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Q-14. Public sector bank provides housing loan very easily & low rate of interest rather than
private bank, Are you agree ?
(1) ( ) (2) ( ) (3) ( ) (4) ( ) (5) ( ) (6) ( ) (7)
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Q-15.Would you give any suggestion for this bank?
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Manoj Kumar mishra
……………………………. RM/03/14
(Signature & Date) E-mail Id : manoj3434@rediffmail.com
: manojm197@gmail.com
...........THANK YOU..............