A

PROJECT REPORT
on
SATISFACTION LEVEL OF CUSTOMERS TOWARDS
J&K BANK

Maqsudan Campus

{Affiliated to Punjab Technical University, Jalandhar}

Project submitted in the partial fulfillment of degree of BBA under Punjab technical
university Jalandhar.

Submitted to

Submitted by

Ms,Shivani Gagneja

Sameer Gowhar

Asst.prof in CTIMIT
( Jalandhar)

BBA 5thsem
94372450683

ACKNOWLEDGEMET
1

Expression of feelings by words makes them less significant when it comes to make
statement of gratitude
As it often happens that words run out when you are really thankful and sincere to express
your feeling of gratitude towards someone but mentioning nothing is more off sense. It gives
us immense pleasure to acknowledge gratefully the debt of all the persons who directly or
indirectly helped me for completion of this work.
First of all, I wish to express my deep sense of gratitude to Mr. Bashir Ahmed wani
(Executive and Process head)

for giving me an opportunity and encouragement while

carrying out project entitled Analysis of products and services provided by j&k bank
Lastly, no words are enough to express my heartiest gratitude to my parents whose blessings
are inspiration in the foundation of my work.

SAMEER GOWHAR

Student Declaration
2

I am Sameer Gowhar this project report Satisfaction level of cutomers towards J&K bank
is my original work and have not been submitted in any form as a part of any other
project.Information derived from the published and unpublished work of other has been
acknowledgement in the list references in given in the bibliography.

____________
Sameer Gowhar

PROJECT GUIDE

This to certify that Sameer Gowhar is the student of our institution .He has done the summer
training project titled Satisfaction level of customers towards J&K bank under my guidance.

______________
Shivani Gagneja

TABLE OF CONTENTS

Sr.No

CHAPTER

Page No

EXECUTIVE SUMMARY

7_9

INTRODUCTION

11_31

1
2
OBJECTIVES

33

3
RESEARCH METHODOLOGY

34_37

DATA ANAYSIS AND INTERPRETATION

39_49

4
5
FINDINGS

51

SUGGESTIONS

52

CONCLUSION

53

LIMITATION

55

6
7
8
9
56
10
11

BIBLIOGRAPHY
ANNEXURE

CHAPTER : 1

EXECUTIVE SUMMARY

The banking industry is the backbone of any monetized economy. The stage of
development of this industry is a good reflection of the development of the economy.
The banking industry in India is governed by Banking Regulation Act of India, 1949. Since
1949, this sector has undergone phenomenal reforms due to the efforts and the vision of the
policymakers. The first phase of reform began with nationalization of the 14 banks in 1969.
At this stage, priority sectors were identified and banking support was given to them. The
second phase was the nationalization of 6 more banks in 1980. However, what can be
considered as a breakthrough in banking services was the entry to private sector banks which
was initiated in 1993. Eight new banks entered the market at this stage with art technology
and a brought with them a new wave of professionalism. It was at this time that India was
introduced to the concept of Debit and Credit cards; e-transfer of funds, ATM. The Indian
banking Industry is growing. Every bank is trying to have good client base. Every bank is
providing lot of facilities to its customer e.g. iMobile banking, touch screen banking facility
Banks in India can be categorized into non-scheduled banks and scheduled banks.
Scheduled banks constitute of commercial banks and co-operative banks. There are about
67,000 branches of Scheduled banks spread across India. During the first phase of financial
reforms, there was a nationalization of 14 major banks in 1969. This crucial step led to a shift
from Class banking to Mass banking. Since then the growth of the banking industry in
India has been a continuous process.
As far as the present scenario is concerned the banking industry is in a transition phase. The
Public Sector Banks (PSBs), which are the foundation of the Indian Banking system account
for more than 78 per cent of total banking industry assets. Unfortunately they are burdened
with excessive Non Performing assets (NPAs), massive manpower and lack of modern
technology
On the other hand the Private Sector Banks in India are witnessing immense progress. They
are leaders in Internet banking, mobile banking, phone banking, ATMs. . On the other hand
the Public Sector Banks are still facing the problem of unhappy employees. There has been a
decrease of 20 percent in the employee strength of the private sector in the wake of the
Voluntary Retirement Schemes (VRS). As far as foreign banks are concerned they are likely
to succeed in India.

CHART SHOWING INDIAN BANKING SYSTEM

Central Bank & Monetary AuthorityRBIApex Banking Institutions

APEX BANKING INSTITUTION

IDBI

EXIM

NABARD

Commercial
Banks

Public
sector
banks

HB

BANK

BANKING
INSTITUTIONS

Regional Rural
Banks

National Housing
Bank

Co-operation
Bank
State Cooperative Bank

Private
Sector
Banks

Central Distt. Cooperative Bank

State
Banks

Nationalized
Banks
Subsidiary
Companies

State Bank
of India

Subsidiary
banks

Indian
Banks

Foreign
Banks

Old
Banks

New
Banks

Primary Credit
Societies

Local
Banks

TYPES OF BANKS

ACCORDING
TO
OWNERSHIP

ACCORDING
TO
LAW

PUBLIC
SECTOR
BANKS

ACCORDING
TO
FUNCTION

PRIVATE
SECTOR
BANKS
COOPERATIVE
BANKS

COMMERCIAL
BANK

EXCHANGE
BANK

SCHEDULED
BANKS

NONSCHEDULED
BANKS

INDUSTRIAL
BANK

SAVING
BANK

AGRICULTURE
BANK

CENTRAL
BANK

CHAPTER : 2

10

INTRODUCTION
INTRODUCTION OF J&K BANK

The Jammu and Kashmir Bank Limited was incorporated on 1st October 1938 and
commenced business on 4th July 1939 at Kashmir (India). The bank was started by the
Government of Jammu and Kashmir. The bank is the 1st state owned bank in the country.
According to the extended Central laws of the state, the J&K bank was defined as a
government company as per the provisions of Indian companies act 1956. In the year 1971
the bank received the status of scheduled bank. It was declared as A class bank by RBI in
1976.
The new identity for J&K Bank is a visual representation of the Banks philosophy and
business strategy. The three colored squares represent the regions of Jammu, Kashmir and
Ladakh. The counter-form created by the interaction of the squares is a falcon with
outstretched wings a symbol of power and empowerment. The synergy between the three
regions propels the bank towards new horizons. Green signifies growth and renewal, blue
conveys stability and unity, and red represents energy and power. All these attributes are
integrated and assimilated in the white counter-form.
The Jammu and Kashmir bank is governed by the Companies Act and Banking
Regulation Act of India.
The bank is regulated by the Reserve Bank of India and SEBI.
The bank is listed on National Stock Exchange (NSE) and Bombay Stock Exchange
(BSE)
Rated as P1+by Standard and Poor CRISIL connoting highest degree of safety
Unique characteristics: one of a kind

The bank is a private sector bank despite of government holding 53 percent of equity

Plan and non plan funds, tax and non tax revenues routed through the bank.

It is the only private sector bank designated as agent of RBI for banking.

Carries out banking business of the central government.

Collects taxes pertaining to Central Board of Direct Taxes in J&K

11

The landmark achievements in the diversification of the banks include the sponsoring of two
Regional Rural Banks viz. Kamraz Rural Bank and Jammu Rural Bank ; permission for
dealing in foreign Exchange. The bank has been in responding to the need for technology
adaptation in meeting its commitment to the customers and offers the best services and a wide
range of products. The bank is investing in a big way in information technology; installation
of ATMs at Residency Road (Kashmir), Gandhi Nagar (Jammu), Ahmadabad and Mera Road
(Mumbai) and at other important centers; introduction of EFT and E-mail services
substantiate this fact. The tele-banking facility and anywhere banking facility provided by the
bank has been extended many branches. The bank is in the process of connecting its branches
through VSAT and lease lines up to the number of 85.A new concept of customer facility
Touch Screen kiosks shall be installed at many branches of the bank.

J&K BANK- MUTUAL FUND TIE UPS

The J&K bank has entered into tie ups with reputed Asset Management Companies (AMCs)
for the distribution of MUTUAL FUND products. Mutual funds have become an attractive
proposition for investors in the current context and for J&K bank it will be a good investment
option to the have in our product portfolio. This shall be an important step towards converting
the bank branch into a financial supermarket addressing all the financial needs of the
customers thus helping the bank retain the customers within its fold. The AMCs with which
the bank has entered into an arrangement are: UTI, Kotak, and Reliance Mutual Fund.

RECOGNITION AND AWARDS

The Bank recently won the prestigious Asian Banking Award 2005 for its Development
Project Financing Programme', contributing significantly to the development of tourism
industry of the J&K State. The award was presented by the Under Secretary Finance,
Philippines, at a glittering Gala Dinner award function held at Manila, Philippines on June
17, 2005.
The annual Asian banking awards recognize and honour Asian banks for outstanding,
innovative and world-class products and programmes implemented during the previous year.
It is the most respected and premier banking awards programme in Asia Pacific region.
12

It is worth mentioning that the Bank has won the Asian Banking Award consecutively for the
second year. Last year, the Bank won the award for Customer Convenience Programmes and
was also given runners up certificate for its project Motivating Employees for Better
Performance' under operational efficiency programme' category.
The Bank was ranked fifth among the top ten Asian banks and 762nd among top 1000 World
banks. A renowned business journal "Business Today ranked JK Bank among 25 top
investor friendly companies in India, the only bank in the whole Indian Banking industry,
which has been ranked in the magazine among first 10 Investor Friendly Companies. The
Bank for the second consecutive year was ranked Best Private Sector Bank in Financial
Express/Ernest and Young combined Survey for the year 2002-03 released recently. Bank was
awarded Shiromani Award' for outstanding achievements in the field of banking and
commitment to national progress and human welfare during the year under report. The Bank
has figured among 24 Indian companies in Forbes Global - 100 best under a billion Asia's
Rising Companies', listed by Forbes magazine in its issue dated November 01 2006. The
publication has commended J&K Bank for representing economic dynamism' in the region,
sustained growth in all spheres and an excellent track record of rewarding its shareholders.

13

ANALYSIS OF PRODUCTS AND SERVICES OF J&K BANK

J&K BANK PERSONAL LOAN
Purpose
To meet all kinds of personal needs e.g. marriage, family functions etc
Eligibility
o Permanent employees of State, Central governments, autonomous bodies, corporate,
public& private sector undertakings having minimum of 3 years confirmed service.
Loan amount
30 months gross salary or Rs. 7 lacs whichever is less
Documents required
Passport size photograph
Latest salary slip and Form 16(for salaried individuals)
For Self-employed individuals and Professionals
IT returns for the last two financial years,
Proof of Professional Qualification: Copy of highest professional degree held
Proof of official address (shop and establishment certificate/Telephone bill)
Margin &Security
NIL
Interest rates
Salaried employees of State/Central government - 15.50%
Professionals and businessmen

- 16.50%

Repayment period
84 monthly installments or remaining period of service whichever is less.

14

J&K BANK HOUSING LOAN

Purpose
To provide loan for construction, renovation, purchase of readymade house, purchase of land
Eligibility
Employees of Govt., Semi-Govt. Dept., Civic Bodies, PSU's with minimum 5 years
service.
Reputed Businessmen with minimum 5 years standing.
Professionals & Self employed like Doctors, Engineers, CAs, Advocates with
minimum 5 years standing
Loan amount
For Construction /Purchase 60 months net salary or 75.00 Lacs whichever is lower.
For repairs/renovation 20 months net salary, subject to a maximum of Rs.10.00 Lacs.
For purchase of land: 20 months net salary/income subject to maximum of Rs.5 Lacs
within J&K and Rs10.00 Lacs outside J&K.
Documents required
Passport size photograph.
Proof of residence. (This applies only to new or non-bank customers, and could be
either a PAN identity card, voter identification card or passport)
Bank account Statement or passbook, for the last six months
For employees or people in service, you also need to provide.
Salary certificate and other information, if any, about your repayment capacity.
Form 16 or a copy of the Income Tax Returns for the last 2 years
For self employed and other IT assesses.
IT returns for the last 3 years Receipts of advance tax paid.
Any other information about your repayment capacity.
In addition to the above mandatory documents, you are also required to furnish one or
more of the following documents wherever applicable.
Letter of allotment from the housing board or society.
Security
Primary: Mortgage of the house Property to be purchased / constructed.
15

 Collateral: Third party Guarantee of one person, or assignment of LIC Policies,

pledge of Govt. securities etc.
Margin
15% for construction/purchase of building house flat.
20% for renovation/purchase of land.
Interest rates
Repayment
period
Up to 5 yrs
Above5 up to 10
Above 10 up to
15 yrs
Above 15 up to
20 yrs

Floating Rate of interest

Fixed Rate of interest

Up to Rs.20

Above Rs.20

Up to Rs.20

Above Rs.20

lacs
10.75%
11.25%

lacs
12.75%
13.50%

lacs
11.50%
12.50%

lacs
13.75%
14.50%

12.25%

13.75%

XXX

XXX

12.50%

14.25%

XXX

XXX

Repayment
For construction of new house 20 years including 9 months moratorium in equal
monthly installments.
For addition / Renovation 7 years including 2 months moratorium in equal monthly
Installments

16

J&K BANK CAR LOAN

Purpose
Finance under this scheme shall be available to purchase new car (any make or model)
Eligibility
Employees of Government / Semi Government., Civic Bodies, PSU's / Individual /
Proprietorship Concerns / Firms / Limited Companies known to the Bank.
Net annual income should not be less than Rs.60, 000 per annum. The applicant
(individuals) should have a valid driving license in his/her own name.
The employees of the State Govt/Semi Govt. Departments/Other Organizations
should have a minimum of 5 years active service in the organization/department.
Quantum of loan
24 months net monthly income/salary subject to maximum finance of Rs 10.00 lacs.
Documents

Application form

Photograph
Proof of bank account continuity
One income proof for the last two years (ITR, Form 16, salary slip)
One proof of identity (driving license / voters' identity card / passport / PAN card /
photo credit card / photo ration card)
One proof of residence (laminated driving license / voters' identity card / photo ration
card / passport /utility bills for the last 3 months / company ID - limited company or
government / PAN

card)

17

Security
Primary: Hypothecation of vehicle Financed.
Collateral: Third party guarantee of one person.
However, no Third Party Guarantee is required in respect of government employees drawing
salary through the bank and maintaining account with us or where drawing and disbursing
authorities undertake deduction of required monthly installments from their salaries.
In respect of others like professionals, businessmen etc. guarantee of one person good for the
amount is obtained along with an affidavit to the effect that the prospective borrower is not
defaulter with any bank/ branch of the bank.
Interest rates
Up to Rs.4.00 lacs

12.50%

Above Rs.4.00 lacs 13.50%

Repayment
Within 7years
Car Loan for Used Cars
Purpose
The finance under this scheme shall be available for purchase of: An old car / jeep
(not more than 5 years old). (Any make or model)
Eligibility
Permanent employees of Government/Semi-Government Undertakings, Autonomous
bodies, Public Sector Undertakings, Private Companies or reputed establishments.
Professionals or self employed individuals, Proprietorship Concerns. Partnership
Firms, Private /Public Ltd Co.

18

Age Criteria
Salaried Individual:
The applicant should be at least 21 years old at the time of application, and below 58
years of age at the time of maturity of the loan.
For institutions, where retirement age is 60 years, the upper age limit shall be 60
years.
Self- Employed Individual At least 3 years in business.
Partnership Firm should have been in existence for at least 3 years.
Private/Public Ltd Co. Limited Companies should have been in existence for at least 3
years.
Maximum Loan Amount
2.5 times of the net annual income or 15 lacs, whichever is lower. If married, the spouse's
income also considered provided the spouse guarantees the loan. Loan amount for used
vehicles shall be subject to a maximum limit of Rs. 15 lacs.
Documents
Application form
Photograph
Proof of bank account continuity
One income proof for the last two years (ITR, Form 16, salary slip)
One proof of identity (driving license / voters' identity card / passport / PAN card /
photo credit card / photo ration card)
One proof of residence (laminated driving license / voters' identity card / photo ration
card / passport /utility bills for the last 3 months / company ID - limited company or
government / PAN

card)

Security
Primary: Hypothecation of vehicle to be purchased.

19

Collateral: No third party guarantee required in respect of employees drawing salary through
our branches & where letter of undertaking from employer is available. Third Party
Guarantee of two persons for all other applicants. Third Party Guarantee may be waived off
in case of existing account holders having good reputation. Instead Post Dated Cheques may
be accepted.

Margin
25% for vehicles having age less than 3 years
30% for vehicles having age of 3 years and above up to 5 years.

Interest rates
Up to 4 years 14.75%
Above 4 years 15.50%

Repayment Period
Maximum repayment period of 72 months for vehicles having age less than 3 years.
Maximum repayment period of 48 months for vehicles having age of 3 years & above
5 years.

20

J&K BANK EDUCATIONAL LOAN

Purpose
To provide finance for education
Loan amount
Loan up toRs.7.50 Lacs is provided for studies in India.
Loan up to Rs.15.00 Lacs is provided for studies abroad.
Courses Financed
Graduate / P.G Courses in: Medicine, Surgery, Engineering, Hotel Management,
Design, Architecture, Bio-chemistry, Agriculture, Veterinary etc.
P.G Courses in: Business Management, Chartered or Cost Accounting, Company
Secretary Ship.
Eligibility
Student should be an Indian national; the student should have passed the qualifying
examination for admission to the courses& should have secured admission to
professional/technical courses.
Employed person intending to ,improve their educational qualification and/or receive
training in modern technology in India or abroad can also be assisted under this
scheme provided training offers prospects of better placement.
Documents required
Completed Education Loan Application Form.
Mark sheets of last qualifying examination
Proof of admission scholarship, studentship etc

21

 Schedule of expenses for the specified course

2 passport size photographs
Borrower's Bank account statement for the last six months
Income tax assessment order, of last 2 year
Proof of Income (i.e. Salary slips/ Form 16 etc)

Margin
For loans up to Rs. 4 lacs - nil
For loans above Rs. 4 lacs Studies in India - 5% Studies abroad - 15%

Security
Primary: Personal guarantee of borrower.
Collateral: security equal to amount of loan.

Repayment
Course period + 1 year or 6 months after getting job, whichever is earlier. The loan is to be
repaid in 5 to 7 years after commencement of repayment. If the student is not able to
complete the course within the scheduled time, extension of time for completion of course
may be permitted for a maximum of two years.

22

SOME OTHER SPECIALISED FINANCE SCHEMES

OF J&K BANK
APPLE SCHEME

ROSHNI FINANCING SCHEME

Objective
-

To provide finance to occupants desirous of acquiring freehold rights of the land

under their occupation, as per the SRO-64 dated 5th March 2007, issued by Govt of
Jammu & Kashmir.

LOAN FOR TRADE&SERVICE

Purpose
To provide hassle free working capital finance to the borrowers.
Nature of facility
Cash Credit or overdraft
Eligibility
23

Retail and wholesale traders and other business enterprises, with a satisfactory track
record of 3 years.

J&K BANK DASTAKAR FINANCE:Objective

To promote trade, industry and to preserve the tradition arts and crafts of the state devised a
scheme aimed at the financial needs of the artisan community aptly called J & K Bank
dastakar finance.
Purpose
To make the credit hassle free no third party \collateral guarantee is required.
Nature of facility
The disbursement is phased in quarterly installments and aligned to the status of work in
progress [WIP].

J&K BANK ALL PURPOSE AGRI TERM LOAN:Objective

The objective has been to provide easy finance to needy farmers through regular channels
of finance and to wean them away from the exploitative circle created by the non banking
intermediaries.
Purpose
The product aims to cater to the needs of the small farmers within very little land holdings
in the rural and semi urban areas of the J & K State.
Nature of facility
This product is available for farmers of cereal crops and vegetables, orchids. It is also
available for unemployed rural youth for setting up of small dairy, poultry units, in
purchase of seeds, pesticides, fertilizers, plough and farm machines.

J&K BANK KHATAMBAND FINANCE:Objective

24

Khatamband craft is a specialized scheme that provides employment to few thousand

people living in the J & K State. A specialized scheme was customized to the people
according to the needs of the Khatamband craftsmen.
Purpose
To cater to the needs of khatamband craftsmen.
Nature of facility
The finance is provided as a revolving facility, eligible for enhancement every year on
the basis on the turn-over. The product has been intentionally targeted at crafts men aged
between 18-55 years, no collateral security is asked for and the documentation process
has been kept simple

JK BANK ZAFRAN FINANCE:With a view of preserving this prized spice, JK Bank tailored a specific product named JK
Bank Zafran Finance.
Purpose
Its purpose is to provide adequate ,timely and need based finance to Saffron growers.
The scheme is for all saffron growers, especially the smaller and Marginal ones including
even the contract farmers engaging in or intending to start its cultivation.
Nature of facility
The quantum of finance is to proportionate to the land holding of a grower. The product
also provides an additional finance for post harvest and packaging. The disbursement is
done in two phases; 60 % in the first year and 40 % in the second ,when the growers are
in need of funds.
Repayment
The repayment of the advance is scheduled within four year growing cycle of saffron.

25

OTHER FACILITIES AT THE J&K BANK Ltd:

o Automatic Teller Machines.
o Locker Facility.
o Mobile ATM Service.
o The J&K Bank Credit Cards.
o The J&K Bank Global Access Debit Cards.
o

SMS Banking

Anywhere banking facility

The J&K bank is the only bank in India which provides Amaranth Yatra Tickets
to pilgrim

Competitors

STATE BANK OF INDIA

State Bank of India (SBI) was nationalized in July 1955 under the SBI Act of 1955. The State
Bank of India is the Indias largest commercial bank. The State Bank of India, the countrys
oldest Bank and is today going through a momentous phase of Change and Transformation
the two hundred year old Public sector behemoth is today stirring out of its Public Sector
legacy and moving with an agility to give the Private and Foreign Banks a run for their
money.
The Bank is forging ahead with cutting edge technology and innovative new banking models,
to expand its Rural Banking base. It is the only Indian bank to feature in the Fortune 500 list.

26

With about 8500 of its own 10000 branches and another 5100 branches of its Associate Banks
already networked, today it offers the largest banking network to the Indian customer. The
Bank is also in the process of providing complete payment solution to its clientele with its
over 8500 ATMs, and other electronic channels such as Internet banking, debit cards, mobile
banking, etc.

\With four national level Apex Training Colleges and 54 learning Centers spread all over the
country the Bank is continuously engaged in skill enhancement of its employees. Some of the
training programmes are attended by bankers from banks in other countries.

PUNJAB NATIONAL BANK

Punjab National Bank (PNB) was registered on May 19, 1894 under the Indian Companies
Act with its office in Anarkali Bazaar Lahore. The Bank, founded by Dyal Singh Majithia and
Lala Harkishen Lal is the second largest government-owned commercial bank in India and is
serving more than 3.5 crore customers through 4540 offices including 421 extensions
counters. PNB offers wide variety of banking services which include corporate banking,
personal banking, industrial banking, finance for trade and international banking. PNB is one
among 300 global companies and seven Indian companies which are expected to emerge as
challengers to worlds leading blue chip companies. The bank features at 1308 position
among Forbes Global 2000 list of global giants and fast growing companies. At the same time
bank is also conscious of its social responsibilities by financing agriculture and small scale
industries.
Bank has been focusing on expanding its operations outside India and has identified some of
emerging economies which offer large business potential. Bank has set up representative
offices ay Almaty, Kazakhstan, SHANGHAI, China and London.
27

Bank has also launched the concept of Anytime, Anywhere banking. PNB has recently
introduced online utility bill payment. Another step taken by PNB is the launch of
Debit/ATM card. The card can be used to withdraw cash at more than 25000 ATM where the
maestro logo is displayed.

ICICI BANK

ICICI Bank - Industrial Credit and Investment Corporation of India is India's largest private
sector bank in market capitalization and second largest overall in terms of assets. ICICI Bank
has total assets of about USD 100 Billion (end-Mar 2008), a network of over 1308 branches
and offices, about 3950, and 24 million customers (as of end July 2007) and has over 33,000
employees.
The 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
the UK, Canada and Russia, offshore banking units in Singapore and Bahrain, an advisory
branch in Dubai, branches in Sri Lanka, Hong Kong and Belgium, and rep offices in the US,
China, United Arab Emirates, Bangladesh, South Africa, Indonesia, Thailand and Malaysia
particular, the bank is targeting the NRI (Non Resident Indian). In 2008 ICICI launched
iMobile a comprehensive mobile banking solution. iMobile is considered to be a
breakthrough in the innovation in Indian banking which allows a customer to do all possible
transactions through a GPRS enabled mobile phone.

28

HDFC BANK

HDFC Bank is one amongst the firsts of the new generation; tech-savvy commercial bank of
India was incorporated in August 1994 after the Reserve bank of India allowed setting up of
Banks in the private sector. The Bank was promoted by the Housing Development Finance
Corporation Limited a premier housing finance company (set up in 1977) of India. Net Profit
for the year ended March 31, 2006 was Rs. 1,141 corers. Results of the latest quarter ended
June 2007, indicate that the bank continues to grow in a steady manner. HDFC was promoted
with initial share capital of Rs.100 million.
Business Objectives
The primary objective of HDFC is to enhance residential housing stock in the country
through the provision of housing finance in a systematic and professional manner, and to
promote home ownership. Another objective is to increase the flow of resources to the
housing sector by integrating the housing finance sector with the overall domestic financial
markets.
Organizational Goals:a)

Develop close relationships with individual households

b)

Maintain its position as the premier housing finance institution in the country
29

c)

Transform ideas into viable and creative solutions

d)

Provide consistently high returns to shareholders

SWOT ANALYSIS
The term SWOT is the acronym made up of four words viz, Strengths, Weaknesses,
opportunities and Threats. The first two variables are internal to an organization whereas the
last two are external. The value of SWOT analysis cannot be over emphasized. It is rightly
said winners recognize their limitations but focus on their strengths; losers recognize their
strength but focus on their limitations.

SWOT Analysis
________________________________________________________________
__

Internal Environment

External

Environment
____________________
____________________
30

Strengths

Weaknesses

Opportunities

Threats

Internal factors
Strength:
Strength is defined as something which is positive, good or such other characteristics that
give to the company an edge in the competitive market. The Bank has one unique source of
strength which if cultivated carefully, can be virtually impregnable its roots are in the state,
and as such it shares with the people of Jammu and Kashmir a kinship, and empathy for the
cause of the states progress, which no outside bank ever can. The J&K Bank also performs
the leaders role in the J&K. As a leader the Bank continued to discharge its Lead Bank
responsibility in 8 out of 14 districts of J&K State satisfactorily.

Weaknesses:A weakness refers to something which one lacks. It is something which restricts
us to move forward. While doing my summer training in the J&K Bank I found the following
weaknesses;
(i) There is less competent staff at lower level.
(ii) Weak competitive capability because of lack of lesser advertisement budget.
(iii) Labour problems because of militancy in the state which results in strikes and tense
conditions.
(iv) The activities of Branch managers are not effectively monitored.

External factors
Opportunities:
Opportunities are entirely external concerning the business environment. Opportunities do
not come very frequently and therefore, the management must exploit them to the maximum
extent without any delay. Each opportunity should be analyzed in terms of its profitability.
The opportunities analyzed by me for the J&K Bank are;

31

(i)

There is agriculture market which is still fully not trapped by the J& K
Bank .There are a lot of schemes regarding agriculture such as post harvest
, preservation scheme and many other schemes

(2)

The historical activities of the state such as carpet industry, dastakar

finance, khatamband schemes and many other activities of historical importance

are not still fully covered by J&K Bank
Threats:
With every opportunity, there also goes alongside certain threats which may adversely affect
the profitability and competitive capability of an enterprise. The threats analyzed are;
(i)

Competitors like HDFC Bank, Central Co-operative Bank, ICICI Bank etc.
may enter in the field to provide finance facility.

There may be change in the policies of the state government.

CHAPTER : 3
32

OBJECTIVES

To check the customer satisfaction level towards j&k bank.

To know the perception of consumer towards J& K bank and its product and services
To know customers relationship management strategies by J&K bank

33

RESEARCH METHODOLOGY

Research means a search for knowledge or gain some new knowledge and
methodology can properly refer to the theoretical analysis of the methods
appropriate to a field of study or to the body of methods and principles particular to
a branch of knowledge. A Research methodology has a specified framework for
collecting the data in an effective manner. Research methodology means a
"defining a problem, defining the research objectives, developing the research plan,
collecting the information, analyzing the information and presentation of findings."
Such framework is called Research Design".

PROCESS OF RESEARCH :A)Defining the problem

B) Developing the research plan
C) Collection of Data
D) Analysis and Interpretation of Data
E) Presentation of findings
A) Defining the problem and research objectives
My research problem is to study the customer satisfaction of people in j&k bank.
34

B) Developing the Research Plan

The development of research plan has following steps:
1. Data source
2. Research approach
3. Research instrument
4. Sampling plan
i) Sample unit
ii) Sample size
iii) Contact methods
6. Questionnaire Design

(1) Data Source: The researcher can get two types of data:
a) Primary Data:- a data which did not exist earlier and is being collected by the researcher
first time for its specific objectives. In other words, direct personal interview is conducted
with the help of questionnaire.
b) Secondary data:- Any data which have been collected earlier for containing past or
recent past information like bank's brochures, some purpose are the secondary data. Indirect
collection of data from sources annual publication, books etc.
Secondary sources used are:
Text books
Internet sites
Newspaper articles

Broachers

(2) Research Approach :Survey is best suited for descriptive and analytical research. Survey are undertaken to learn
about people's knowledge, beliefs, preferences, satisfaction and so on and to measure these
magnitudes in the general public.

35

(3) Research instrument

Questionnaire:
Questionnaire (also known as self-administered survey) is a type of statistical survey handed
out in paper form usually to a specific demographic to gather information in order to provide

better service or goods. A document that contains a set of questions that has been
specially formulated as a means of collecting information and surveying opinions, etc on a
specified subject or theme, etc .A questionnaire was constructed for my survey.

4. Sampling plan:
Sample is a group of few items which represents the population or universe from where it has
been taken. The sampling plan calls for three decisions;
a) Sample unit
b) Sample size : 100 customers
c) contact methods

a) Sample unit :The target population must be defined that has to be sampled. It is necessary so
as to develop a sample frame so that everyone in the target population has an
equal chance of being sampled. I have completed my survey in j&k bank branch
Sadiq abad cluster 1 in anantnag zone.
b) Sample size : - how many people have to be surveyed?
Generally, large sample size gives morereliable results than small samples. The
sample consisted of 100 customers.
C) Contact methods :-

36

Once the sampling plan has been determined the Questionnaire is how the
subject should be contracted i.e. by telephone interview, personal interview,
observation, mail etc. here, in my survey, I have contacted the respondents
through personal interviews.
(5) There are 10 questions in my questionnaire and I asked all these questions
from 100 customers.
(c) Collecting the information
After this, I have collected the information from the respondents with the help of
Questionnaire.

(d) Data Analysis and Interpretation

The next step is to extract the pertinent findings from the collected data have tabulated the
collected data and developed frequency distributions.

e) Presentations of findings

37

LIMITATIONS
The sample size and other parameters were selected accordingly so as to finish the
work within the given time frame.
The information given by the respondents might be biased because some of them
might not be interested to give correct information.
Some of the respondents of the survey were unwilling to share information.
The research was carried out on in-house customers. i.e. within the branch in the
small city of Anantnag.
the response may vary by including the respondents from other branches in other
areas as well

38

CHAPTER : 4
39

DATA ANALYSIS
Banks operating in Anantnag J&K:There are a number of banks operating in the Anantnag District of J&K state which includes
J&K Bank, SBI, Canara Bank, Cooperative Bank, Punjab National Bank, HDFC Bank etc.
The J&K Bank is among the most prominent bank with 29 branches in the town and one
zonal office. The SBI has 5 branches; PNB, Cooperative and Kamaraz Rural Bank are having
4 branches each, Canara bank has 3 and HDFC Bank has 1 branch.
Branch wise comparison
J&K

SBI

PNB

Cooperativ

Canar

KRB

HDF

Total

Bank
58

10

e
8

a
6

C
2

100

40

Name of Banks and No of Branches

Operating in District J&K Bank
6

SBI

PNB
Cooperative
Bank
Canara Bank

8
8

58

HDFC

10

Kamaraz
Rural Bank

1.Which account you are having in J&K bank ?

Current

Saving

a/c

a/c

15%

60%

Fixed deposit
a/c

10%

41

Demat

Joint bank

a/c

a/c

10%

5%

no of accounts

current

saving

fixed deposit

demat

joint bank a/c

2)Q Is J&K Bank providing 24 hour atm services in J&K State

Agree

20%

Disagree

Neutral

Strongly agree

10%

5%

45%

42

Strongly disagree

20%

ATM services

agree
disagree
neutral
strongly agree
strongly disagree

INTERPRETATION:
From the survey it was found amongst 100 respondents.in this statement 40% of the
Respondants are strongly agreed to this point that j&k bank Is providing 24 hour Atm
Services to the customers and 35% of the respondants are disgreed to this statement.

3)Q

Is J&K bank having good relation with its customers

Agree

Disagree

95%

5%

43

Customers relations

agree
Customers relations

dis Agree

INTERPRETATION

From the survey it was found amongst 100 respondents.in this statement 95% of the
Respondants are strongly agreed to this point that j&k bank Is having good relation
With its customers and 5% of the respondants are disagreed with this statement.

4)Q Are you satisfied with customer complaint management of

Extremely
satisfied

Satisfied

55%

20%

Neither
satisfied nor
dissatisfied
10%

44

J&K bank

Dissatisfied

Extremely
dissatisfied

5%

10%

extremely dissatisfied

dissatisfied

customer satisfaction

neither satisfied nor dissatisfied

satisfied

extremely satisfied

INTERPRETATION :
From the survey it was found amongst 100 respondents.74% of respondants are totally
satisfied with the services provided by j&k bank.3 % are somewhat satisfied and 8% of
Respondants are dissatisfied whereas 15% are very satisfied with the customer complaint
Management of j&k bank.

Q Do you think J&K bank will lead always in Jammu and Kashmir State
1 . yes
2. No

95%
5%

45

services

Yes
No

INTERPRETATION :

From the survey it was found amongst 100 respondents.95% of respondants said that the
J&k bank is providing very fast services to its customers and 5% are not agreed to this
Statement.

6)Q: Is J&K bank providing beneficial products to its customers

1.yes

90%

2.No

10%

46

products of j&k bank

yes

No

INTERPRETATION :
From the survey it was found amongst 100 respondents.90% of customers say that
J&k bank is providing beneficial products to its customers and 10% say that the products
Are not beneficial to them.

7)Q : Do you think J&K bank has very good customer services in all branches
1.Agree

85%
15%

47

2. Disagree

customer services in all branches

agree

disagree

INTERPRETATION :
From the survey it was found amongst 100 respondents.85% of customers say that j&k
Bank is providing very good customer services in all branches and 15% are not agreed
With this statement.
.

8)Q Are you satisfied with the security arrangements

to its customers
48

provided by J&K bank

1.satisfied

94%

2dissatisfied

6%

security arrangements2
security arrangements1

satisfied

dissatisfied

INTERPRETATION :
From the survey it was found amongst 100 respondents.94% of customers say that they
Are satisfied with security arrangements of j&k bank and 6% say that security aarrangements
are not so good in j&k bank.
.

9)Q Is J&K bank providing international quality and financial solutions to its
customers?

49

Strongly
Agree
45%

Agree

Neither agree Disagree

Strongly

25%

nor disagree
5%

disagree
15%

10%

financial services

strongly agree
agree
neither agree nor disagree
disagree
strongly disagree

INTERPRETATION :

From the survey it was found amongst 100 respondents.65% of customers say that j&k
Bank provides international quality and financial solutions to its customers.20% agree,11%
Are dissatisfied and 4% are on the statement that jk bank is not providing quality and
financial solutions to its customers.
.

50

10)Q Overall, how satisfied are you with J&K

Extremely
satisfied

Satisfied

55%

20%

Neither
satisfied nor
dissatisfied
10%

bank products

Dissatisfied

Extremely
dissatisfied

5%

10%

INTERPRETATION :

From the survey it was found amongst 100 respondants.45% of respondents are highly
satisfied with the products given by j&k bank and 32% respondents are very satisfied .5%
and 7% of respondents are highly unsatisfied with the products given by j&k bank.

FINDINGS
51

 Respondants are strongly agreed to this point that J&K bank Is providing 24
hour AtmServices to the customers.
Mostly the people of Jammu and Kashmir are having savings account in
J&K bank .In a survey 90% of the respondants responsed that they are having
savings account in J&K bank .
Almost all the people of J&K are having good relations with J&K bank
And people of Jammu & Kashmir are fully satisfied with the customer
complaint management of J&K bank.

It is clear from the response of the respondants that J&K bank is providing
beneficial products and a quality services to its customers and this is the reason
that J&K bank is the leading bank in J&K.
From the survey 85% people of J&K agree with this statement that J&K bank
has same customer services in all branches and are fully satisfied with the
Security arrangements of J&K of bank.

J&K bank provides international quality and people are totally satisfied with
the products and services provided by J&K bank.

SUGGESTION
52

1. Though the J & K bank is providing 24 hours ATM facility but it should install more
more ATMs in the valley. The no. of ATMs should be increased.
2.J&K Bank should make more easy procedure for saving accounts.
3. The bank should standardize its services at all branches so that consumer feels
convenient in visiting any of its branches.
4

.They should concentrate on effective complaint management.

5. They should strengthen their security arrangements.

53

CONCLUSION

Though the conclusion of whole project is that the customers are fully satisfied with J&K
Bank .Jammu and Kashmir bank is the leader bank in Jammu and Kashmir state . It is
tonly private sector bank designated as agent of RBI for banking. The bank is a private
sector bank despite of government holding 53 percent of equity.J&K bank always tries
To provide better service to be always as a leader bank in Jammu and Kashmir .J&K
bank is using a great technology machines to provide systematic services and solutions to
its customers.

54

CHAPTER: 5

55

BIBLIOGRAPHY
1.www.google.com
2.www.jkbank.net
3.www.wikipedia.com

ANNEXURE
56

QUESTIONNIARE

1.which account you are having in J&k Bank

1.Current a/c
2.Saving a/c

3.Fixed Deposit A/c

4.Demat a/c
5 Joint bank a/c

2)Q do you think J&K Bank will lead always in Jammu and Kashmir state
1 . yes
2. No

3)Q

Is J&k Bank providing 24 hour atm services in J&K

1.agree
2.disagree
3.neutral
4.strongly agree
5.strongly disagree

4)Q Is J&K

Bank having a good relation with its customers

a.Agree.......................
57

b.Disagree....................

5)Q how much

you are satisfied with customer complaint management of

J&K Bank
1.Extremely Satisfied
2.Satisfied
3.Neither Satisfied Nor
Dissatisfied
4 .Dissatisfied
5.Extremely Dissatisfied

6)Q .Do you think J&K

Bank is very fast in providing services to

its

customers :
1.yes
2.No

7)Q : is J&k

bank having a very good customer services in all branches

1.Agree
2. Disagree

8)Q are you satisfied with the security arrangements

its customers

58

provided by J&k bank to

1.satisfied
2dissatisfied

9) Q Is J&K Bank providing international quality and financial solutions to its

customers

a. Strongly Agree

b. Agree
c.Neither Agree Nor Disagree
d. Disagree
e Strongly Disagree

10)Q Overall, how satisfied are you with J&K Bank products
a. Extremely Satisfied
b. Satisfied
c. Neither Satisfied Nor Dissatisfied
d. Dissatisfied
e. Extremely Dissatisfied

59

60