1 INTRODUCTION

1.1 Back ground of study

This project is focused on the research that we conducted to obtain information

regarding specific problem or situation that face by selected company. Hence I
selected people’s banks to conduct my research. At present, there is the problem in
the filed of banking industry. That problem is decreasing the growth rate deposits.
Practically I can not cover the whole bank in order to conduct my research regarding
above stated problem. So for that I have selected? Badulla district for my research, I
used questionnaire as a data collection method. Under methodology, it further
discusses.

After the next point I described that how the approach of the problem under that it
provides the information regarding how I identified problems, samples selection & so
on. Then after this project provides so information regarding the limitation &
weakness that I faced report it provides the conclusions regarding the overall
research.

At the analysis part in order to understand the relationship of each variable I have
used SPSS soft ware package.

1.2 Importance of research

The importance of this research can be classified in to two parties. There are,

 peoples bank
 customers

From the survey finding people’s bank also can improve there current situation, the
reasons I identified as for why deposits are been reduced can analysis by the
peoples bank of it self. After that they can improve they current situation by
introducing new programmers as per the recommendations that I referred. Further
the research identified that peoples bank has lot of limitations when compared to
other banks. So to improve their current situation, they can identified in what areas
that their can take necessary steps to improve their current situation.

If the peoples bank take necessary steps to improve their current situation, out of that
the customers also can get benefits. Then the improvement is happening as per the
customers need and wants. This research helps out me in various ways from that I
take lot of experience as to how to do a research, how to move with peoples, and
expectation of general public towards banking situation. Further I have been able to
identify how a marketer should address to customers mind in a way that they can

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 retain their customers and so on. The reasons of reducing the growth rate of deposits
help me to identifying the banking situation in our country.

1.2 Identify the research problems

The identification of research problems is necessary to have proper identification of

information needed. Unless research project is unlikely to have any value in our
research identification of research problems was find the reason for decreasing the
growth rate of deposits in the view of peoples bank.

In order to identify this problem I discussed with staff in the head office of the peoples
bank. As they mentioned to us the total amount of deposits has increased, but the
problem was the growth rate of deposits is decreasing when compare to the last year
deposits growth rate. This problem is not only effect to the people’s bank, and also all
commercial bank such as BOC, commercial, sampath, seylan, HNB, also had to face
this situation currently.

According to that they have provided to me (which are secondary data) there was
incensement of deposits growth rate about 11.4%in 2007. But when it comes to the
2008, there was only 4.7% amount increases the deposits of peoples bank. This is
the major source for identification of my research problem.

1.3 Conceptual frame work

Defining the problem, despite appearances is not easy. Problems can generally be
solved in many ways. Identification of research problem will depend on the
dependent variables & independent variables. The problem of my research problem
“finds the reasons of growth rate of deposits with special reference to the people’s
bank”. The research problem l ways becomes depended variable. There fore in my
research process depend variable was my research problem. The independent
variables are that effect for the formation of research problem in this reasons income
of respondents, inflation rate, interest rate, respondents saving habits & image of the
bank such variable be classified as an independent variable.

The behavior & nature of those independent variables will make the changes on
dependant variable that is research problem.

For gather the information I have conducted a survey method which is systematic
collection. Analysis and interpretation of information about some aspect of study, I
gather information by using 150 questioners. At last of my survey I was able to
understand the nature of the dependant & independent variables.

In this research the selected area was Badulla district & there were 1128486 deposit
holders of peoples bank & based on the customer based of each branch I selected
my sample size it limited to the 150 respondents.

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 Finally the gathered information should be analyzed &interpret in order to have a
conclusions & provide the necessary information. For the analysis purpose I used
different type of charts & graphs with considering relationship of each variable. And
also to have this relationship I used the SPSS soft ware for finalized the results.

1.4 Survey methodology

1.5.1 Questionnaire method

This is the one of the quantitative method which is used to gather the information.
Here the object is to set specific questions that responding can answer. And also
here information based on the question regarding their behaviors intentions, attitude,
awareness, motivation, demographic & life cycle style characteristics. In my,
questions help us to identify the saving habits towards the bands image current
situation of the bank & every factor that they are considering when saving their
money.ihe methods answer Questions such as

• Do you have any saving accounts?

• Why you select that bank account?
• What are the factors you consider when selecting accounting for savings?
• Is there any difference between current monthly deposit and past monthly
deposit?

1.5.2. Sample

The research focused only on Badulla District and hopes to get the information from
respondents who are representing the Badulla district. As I have no enough time to
cover the all district of sri lanka. I had to limit to badulla district .based on those
results we came to the conclusion regarding my research problem.

1.5.2.1Selection of sample

In badulla district there are many branches of people’s bank. But there I selected my
samples using only 05 branches due to there was lack of time & it makes difficulties
to access other area. Identify the saving habits of people. Therefore who have
income, school students & children did not consider when I gather information. And
this report & all details which are included in here are representing the people who
engage with saving task only.

Branches sample size

Muthiyangana Branch 30

Badulla 30

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 Hali Ela 30

Atampitiya 30

Passara 30

150

1.5.3 The way of analyzing data

The data which are gathered by the questionnaires have to be analyst in order to
identify the solution for the research problem. For the analyzing purpose I have used
the SPSS method to understand the relationship between the data gathered .Finally,
the relationship of the data is shown by charts & graphic.

1.6 Limitation of the research

• Time constraints

This is the main limitation that I have to face in conducting research

.according to our research problem identification, it is a widely topic. But we
have to select only one area to gathered information. Because there was no
time and limitation of especially in order to identify the research problems and
it is nature had to spend more time.

• Respondent’s privacy (unwillingness)

The findings that I found may not be accurate due to respondent’s

unwillingness to provide accurate information. They may intestinally provide
inaccurate answers to provide socially acceptable answers. Especially when I
ask as to how many times they transact with the bank they may hide the
reason that they come for pawning, but mentioned the reasons of depositing
money.

• Sample limitation

In my sample there were only 150 respondents. In here, I could not gather
sufficient information regarding the children saving accounts. Decreasing
growth rate of deposits in people’s bank in my research problem, to find out
the reasons as to why it happened. So I selected badulla district. This I
identify as our weakness because I can not cover the entire branches
situation in the country.

1 LITERATURE REVIEW

2.1 Introduction

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Literature reviews are written occasionally in the humanities, but mostly in the
sciences and social sciences; in experiment and lab reports, they constitute a section
of the paper. Sometimes a literature review is written as a paper in itself.

2.2 peoples Bank

2.2.1 Vision & Mission

Our Vision
“To be the Bank of the aspiring People of Sri Lanka: empowering
people to become value creating, competitive and self-reliant.”

Our Mission
 For our Customers

To take pride in providing an excellent service in the most caring, responsive

and professional manner.

 For our Owners

To generate benefits for the national economy whilst being independent and
commercially viable.

 For our Employees

To create opportunities for our employees to benefit from their high

performance by becoming value creating, skilled, self confident and
professional individuals who are also team players

 For Society

To support empowerment and sustainable development by contributing to the

upliftment of education, culture and environment island wide.

2.2.2 Product and service

2.2.2.1 PERSONAL BANKING

➢
➢ 2.2.2.1.1 Saving product Limited Liability Companies
➢ Statutory Bodies
 Harvest Special Savings Account
 Isuru Udana
 Sisu Udana

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  YES
 Jana Jaya
 Vanitha Vasana
 Parinatha
 People's Bank MAX
 Vandana
 Guru Setha
 Suwa Sevana

2.2.2.1.2 Long Products

 A comprehensive Housing Loan Scheme - Jaya Nivasa

 Consumer Durables from Selected Reputed Companies
 Waidyasiri Loans
 Suwa Sevana Loan Scheme for Health Sector Employees
 Guru Setha Loan Scheme for Teachers
 Big Buy Scheme for Govt. / Corp/ Statutory Board Employees
 Loan/ Over draft against deposits
 Videshika - Loan scheme for Employees Abroad
 Business Loans - Tourism/ Commercial
 Loans - Vanitha Vasana
 Swarna Pradeepa

2.2.2.1.3 Current Account

 Personal Accounts - Individual

 Personal Accounts - Joint
 Business Accounts - Sole Proprietorship/ Partnership/ Limited Liability
Companies / Statutory Bodies.

2.2.2.1.4 Fixed deposits

 1 Month
 Months
 6 Months
 12 Months
 24 Months
 Certificates of Deposit
 Negotiable Savings Certificates
 Non-transferable Savings Certificates
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2.2.2.1 CORPORATE BANKING

 Cash Management Services

 Working Capital Finance / Overdrafts
 Trade Finance
I. Issuance of Documentary Credit
II. Import/Export Loans
III. Shipping Guarantees
IV. Export DC advising & confirmation
V. Export bill negotiation / discounting
VI. Avalization of bills
VII. Import/export collections
 Money Market Loans
 Commercial Papers
 Foreign Currency Financing for Exporters
 Issuance of Bank Guarantees
 Project Financing / Syndicated Loans
 Money Market Loans
 Commercial Papers
 Foreign Currency Financing for Exporters
 Issuance of Bank Guarantees
 Project Financing / Syndicated Loans

2.2.2.3. TREASURY SERVICE

 Foreign Exchange
 Government Securities
I. Treasury Bills, Treasury Bonds, Central Bank Securities,
II. Sri Lanka Development Bonds, Sri Lanka Sovereign Bonds
 Repurchase and Reverse Repurchase Agreements
 Money Market Borrowings and Lending

2.2.2 Deposit Rate

2.2.3.1 Fixed / Term Deposit Products

 Days Call Deposits( Minimum Deposit Rs.50,000/- )

Up to Rs.10M 7.0% p.a.

Above Rs.10M 7.0% p.a.

 Fixed Deposits (Minimum deposit Rs. 5,000/-)

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 Period At Maturity p.a. Monthly p.a.
1 Month 07.00% -
3 Months 07.00% -
6 Months 08.50% -
12 Months 09.50% 08.75%
24 Months 09.75% 08.75%
36 months 10.75% -
48 months 11.75% -
60 months 12.75% -

 Parinatha Interest Rates (Minimum Deposit Rs.100,000/-)

Period At Maturity Monthly

12 Months 11.50% 10.75%
24 Months 11.75% 10.25%

MAX" Super Fixed Deposit (Minimum Deposit 250,000/-)

Period Period At Maturity % Monthly %

MAX - 3 36 Months 10.0 9.0

MAX - 4 48 Months 10.5 9.5

MAX - 5 60 Months 12.0 10.5

2.2.3.2 Savings Products

Proposed
Product Name
Rate %
Jana Jaya 4.25
Jana Jaya (Minors) 4.75
Vanitha Vasana 4.25
Yes Future Stars Account(Balance up to Rs.24,999/-) 4.00
(Balance up to Rs.25, 000/-to Rs.49,999/-) 5.00
(If balance is Rs.50,000/- or above) 6.00
Guru Setha 4.25
Suwa Sevana 4.25
Isuru Udana 6.00
Sisu Udana 6.00
YES Account (Balance up to Rs.24,999/-) 4.00

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(If balance is Rs.25,000/- or above, this rate is increased by 1% ) 5.00
Pranama 4.25
ISA 5.00
ISA (Minors) 5.00
Vandana 4.00
Ran Setha 4.00
Senehasa 4.50
Thilina 4.50
Sunami Savings 4.00
Harvest (Balance up to Rs.10,000/-) 4.00
Balance Rs.10,000/- & above 5.00
Swarna Prasada 4.00
All Minors' Savings 5.00
Samurdhi Savings 4.25
Normal Savings 4.00

Parinatha -Balance up to Rs.4,999/- 6.00

Balance Over Rs.5,000/- & above 7.00
Savings (Co-op) 4.75
Non-Branded Savings / Three Wheeler Entrepreneurs Savings 4.00
Extended Savings 4.50

2.2.3.3Up Front Values

Up front values in respect of Negotiable Savings Certificates, Non Transferable
Savings Certificates and Certificates of Deposits are as follows:
Phase 3 6 12 24 36 48 60
Value Months Months Months Months Months Months Months
Rs. 5% 5.25% 6.5% 7% 7.5% 7.5% 7.5%
100000 98766 97443 93897 87720 81633 76924 72728
10000 9877 9745 9390 8772 8164 7693 7273
5000 4939 4873 4695 4386 4082 3847 3637
1000 988 975 939 878 817 770 728
500 494 488 470 439 409 385 364
250 247 244 235 220 204 193 182
100 99 98 94 88 82 77 73

2.2.3.4 Interest rates for Foreign Currency Deposits

.
 Savings

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 Currency Rate % p.a.
US Dollars (US$) 2.25
GB Pounds (GBP) 3.25
Euro (EUR) 2.25
Swiss Frank (CHF) 0.40
Australian Dollars (AUD) 3.00
Singapore Dollars (SGD) 0.50
Canadian Dollars (CAD) 2.00

1 RESEARCH METHODOLOGIES

3.1 Introduction

Some important factors in research methodology include validity of research data,

Ethics and the reliability of measures most of your work is finished by the time you
finish the analysis of data.

3.2 Method of data collection

Source of data can be classified in to two. Those are Primary data, Secondary data

Primary data collected through questionnaire & interview customers. To obtains

seconray data library material such as books, magazines, company report.

3.3Structure of the questionnaire

The questionnaire is divided into two parts. Those are Personal information &
Research information.

There are 10 questions include in the questionnaire to collect the data. Those are
Research information.

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3.4 Method of data presentation and analysis

The description statistic techniques were used for data analysis. Statistic techniques
were used to discover of summaries the samples.

04 DATA PRESENTATION & ANALYSIS

4.1 Introduction

This chapter presents the finding & discussion derived from the analysis of data in
this study. The data from the questionnaire & the other primary data were used for
the analysis.

4.2 Personal information

4.2.1 Gender composition

Table 4.1 Gender composition

NO of Percentage
customer

Male 68 45.33%

Female 82 54.67%

Most customers were male. Table 4.1 shows that, within the sample 68 customers
were male. It represents 45.33% of the sample. According to the Table 4.1 there are
82 females. It represents 54.67% of the sample.
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Figure 4.1 Gender composition

4.2.2 Age

In the questionnaire age was divided in to five scale .the following table shows the
age of customers.

Table 4.2 Age

Age No of customers Percentage

18-24 Years 11 7.33%

25-30 Years 21 14%

31-40 Years 51 34%

41-50 Years 36 24%

Above 50 Years 31 20.67%

Total 150 100%

Figure 4.1 Age

Table 4.2 shows that, most of customers age is 41-40 years. It is 51 customers of the
sample. It represents 34% of the sample.36 customers are 41-50 years. It
percentage value is 24%.11 customers are within 18-24 years. It represents 7.33% of
the sample. 14% and 20.67% of customers represent under the age category of 25-
30 years and over 50 years.

4.2.3 Civil status

Table 5.3 Civil status

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 Civil status Frequency Percentage

Unmarried 63 42%
Married 87 58%
Total 150 100%

Figure 4.3 Civil status

The following table 4.3 shows civil status of sample. Out of 150 samples,
42%samples were unmarried and 58% of samples were married.

4.2.4 Education Qualification

Table 4.4 Education Qualification

Education Qualification Frequency Percentage

Up to year 11 02 1.3%

G.C.E. O/L 22 14.7%

G.C.E. A/L 62 41.3%

Graduate 41 27.3%

Other higher qualification 23 15.4%

Total 144 100%

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Figure 4.4 Education Qualification

In the above table presents education qualification. That 02 of samples were found
in the category of up to year 11 and 22 found to be G.C.E. O/L. 62 &41 were G.C.E.
A/L, graduates respectively. 23 were other higher qualification.

4.2.5 Income

Table 4.5 Income

Income range Frequency Percentage

Below Rs 10000 37 24.6%

Rs 10000-20000 53 35.4%

Rs 20000-30000 35 23.3%

Above Rs 300000 25 16.7%

Total 150 100%

Figure 4.5 Income range

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Income was categories in to four classes. 24.6% customer represents the income
below Rs 10000.35.4% & 23.3% customer represents the income range Rs 10000-
20000& Rs 20000-30000 respectively. 16.7% represent above Rs 5000.

4.3 Research information

01. Do you have any savings accounts?

Based on my 150 samples, 32 respondents represented resonance that are have

savings accounts in both people’s bank and other banks. It was 21.33% from the
total sample size. Only 48.67% represent the people bank that has saving account in
the people’s bank only. It was 73 respondents. This shows us many respondents use
the saving accounts equally in other banks & people bank.

Table 4.6

No of customers Percentage

Peoples bank 73 48.67%

Other bank 45 30%

Both ( people bank& other) 32 21.33%

Figure 4.5

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2 If other or both specify the bank?

In this question 46 respondents noted down their saving account have in BOC. It was
30.7% from total amount. The next higher amount was 19.3% that respondent
belongs to who are having saving accounts in sampath bank. And 22 NSB, This
results emphasized us that many of people conduct their transactions most of the
have with sampath bank, NSB& BOC.

Table 4.7

No of customer Percentage

HNB 13 8.6%

Commercial 15 10%

Sampath 29 19.3%

Seylan 11 7.3%

HSBC 05 3.3%

NDB 09 6%

NSB 22 14.6%

BOC 46 30.7%

Total 150 100%

Figure 4.7

03. Types of people’s bank account?

In the questions I tried to collect the data regarding the people’s bank saving
accounts type. That mean questions the respondents who has saving account in the
people’s bank, what saving account they selected to deposit their money. Those
collected data can be shown as follows;

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Table 4.8

No of customers percentage

YES 84 21.33%

Wanitha Wasana 19 12.67%

Jana Jaya 33 22%

Parinatha 14 9.33%

Fixed Deposit 10 6.67%

Current Account 42 28%

Figure 4.8

04. Why you select that bank account?

In here we tried to that what the reasons to select other bank instead of people’s
bank. In here I could identify some reasons like, customer service, technology, and
quick service. Those of data can be shown as following.

Table 4.9

No of
percentage
customers

New technology 05 3.33%

Quick service/efficiency 06 4%
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 availability 03 2%

Culture / life style 05 3.33%

Attractive atmosphere 28 18.68%

High competition 43 28.67%

Various products 20 13.33%

benefits 26 17.33%

Customer service 14 9.33%

Figure 4.9

By considering all information, most of the respondents tend to other banks because
of high competition of other banks. A next higher amount is Attractive atmosphere
(18.63%)

05.why you select the people’s bank?

Though my research of responses of respondents, I determine the conclusion

regarding the image of people’s bank in their customer’s mind. Many of respondents
transact with the people’s bank. View of respondent’s regarding the people’s bank,
were different .some of them are as follows;

 High government security

 Availability
 Culture and style of bank is match for sri lankan
 Easy to deal with the staff due to no language problems
 One of the oldest banks in sri lanka
 Many facilities provider

Table 4.10

No of
percentage
customers

Government security 45 30%

Interest rate 32 21.33%

Trust 43 28.67%

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 Attitudes 10 6.67%

Availability 11 7.33%

Culture 04 2.67%

language 05 3.33%

Figure 4.10

Nowdays, because o untruthful practices of some private investment institute, people

attract in to government banks. This is also because a new reasons for increase the
people’s bank in customer’s mind. The trust of the bank has come from since it has
opened. The factor was high availability. In badulla district there many branches.
Whenever customers go out from their home, they can contact with the bank. Bank
culture and its style are suitable for any person in sri lanka. Because, staffs who are
in people’s bank are very simple and easy to deal.

06. Savings amount per month

We included these questions in order to collect the data regarding the saving amount
per month. Collected information is shown as follows;

Table 4.11

No of customers percentage

<2000 50 33.3%

2001-5000 37 24.8%

5001-20000 23 15.3%

20001-50000 26 17.3%

>50001 14 9.3%

total 150 100.00%

Figure 4.11

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To collect the data relevant to the savings amount I used five savaging amount
categories. The majority of the respondents represent the less than 2000 category. It
represents 50 respondents & has 33.3% value. Second major category is 2000-
5000.it has 24.8% value out of the respondents &it represents 37respondents.third
category is 5000-20000catergaries.23 respondents are included that and it has
15.3% value.26 respondents relevant to the 20000-50000 categories and it have
17.3% value. More than 50000 categories represents by the minimum
respondents.14 respondents are in included above details can be stated that most
people that I interviewed to collect data deposit about 2000 per month.

07 Factors that consider when deposit money?

I included this question in order to gather the information regarding the factors that
consider when deciding the deposit money. Here I used income, inflation, interest
rate & as a habit as the factors. Following graph is provided collected data relevant to
that area.

Table 4.12

No of Percentage
customers

Income 67 44.8%

Inflation 20 13.3%

As a habit 28 18.6%

Interest rate 35 23.3%

Figure 4.12

When consider all the respondents, I collected regarding that, income is the main
factor that people consider when deciding the deposit money. According to I details it
represents44.8% out of the total responses. The second factor is interest rate. Out
the total respondents it represents 13.3% value. “As a habit” is the third factor & it is
18.6% value. And also 13.3% value represents the Inflation so the main point is when
deciding the deposit money majority of the people consider rate as the main factors.

08. What is your main purpose of transact with the bank?

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Table 4.13

No of
Percentage
customers

Saving money 38 25.3%

Withdraw money 52 34.6%

Loans 32 21.5%

Pawning 07 4.6%

Other 21 14%

Figure 4.13

Today’s there are more facilities other than saving. Customer can do with banks. But
here what I want to measure is amount of people who come to the bank for the
saving purpose about 38 respondents came for saving purpose. But many of
respondents do the withdrawals than saving. There were respondents which 52
represent the purpose of withdraw. It was32 &28 represents came for the loans
advance purposes.

09. How many time you visit the bank above for reason?

Through this, question I hoped to identify that how many tines he or she visit to bank
under 4 purposes. Not only people’s bank respondents, this question I gave to other
bank respondents also. Those are shown as following.

Table 4.14

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 Frequency

<2 3 to 5 >6

Saving money 24 12 2

Withdraw money 5 11 36

Loans 28 4 -

Pawning 1 6 -

Other 10 9 3

Figure 4.14

10 Is there any difference between current monthly deposit & past monthly
deposit?

Table 4.15

No of customers Percentage

Yes 96 54%

No 54 36%

Figure 4.15

96 respondents said that there is no difference between their current deposit and
past deposit. But 54 respondents said that they change their monthly deposit
amount. It is 36%

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11. Is it increased or decreased?

As we know current sri lankan economic environment has negative situation specially
inflation rate is rapidly increasing there fore the portion for saving by income is also
decreasing .in this questions many respondents says that there is a different between
the deposit amount with considering to the last year deposits amount .that is a
increase for 184 respondents. As a percentage of the sample it is a 56.8%.

Table 4.16

No of
Percentage
customers

Increase 82 54.67%

decrease 68 45.33

Figure 4.16

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 05 CONCLUSIONS AND RECOMMENDATION

5.1 Conclusions

From this research I found lots of issues as to why the growth rate of deposits are
being reduced in the banking system and some other important issues on the
depositors has concerned.

Most of the respondents maintain their accounts in at least two types of banks. when
considering the people’s bank, most of the respondents have accounts such as ”Jaya
Sri”, ”Yes”, ”Wanitha Wasana”, Government security and availability of branches are
the main reasons for a person to move towards the other banks. more than half of
the respondents deposits amount has been decreased due to reasons such as ,cost
of living ,property investments, interest rate and availability of other financial
information. One of the salient points that I identified is that’ nearly half of the
respondents transact with the bank to withdraw their money.

When analyzing about the monthly depositing amount, majority of the respondents
deposits an amount below Rs.20000 and such amount get varied for reasons such
as, monthly income, inflation, and interest rate .at the end, people’s bank should
increase their performances in areas such as use of technological tings, customer
service, product customization & service efficiency. In which the bank can increase
the growth of rate.

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5.2 Recommendation

After finalized the all information I gathered, pointed out there is a law growth rate in
the saving amount& saving habits, in order to overcome this situation following things
can be recommended for increase the saving habits of customer in peoples bank.

 Quick service & customer care;

Staff in bank should offer the quick & efficiency service to the customers. And staff
should know validity of good customer care & they should aware of its benefits. Well
trained staff will ensure that customers are dealt with correctly. All staff should be
reminded greeting customer politely. This will promote a positive experience as
customer will have a good first impression. And also staff should be well trained,
polite, smart appearance & able to build a good rapport with customers. All
transaction should be quick so that minimized the queue. Because, most of time as I
can see in the bank. There is a long queue. That elicits that less efficiency of
process. Today business environment & life of people become very busy. Therefore,
customers are dislike to have inefficiency service. Bank should get effort to provide
quick & high customer service, so that retain existing customers & abstract new
customers.

 Increase the use of new technology to customer;

With considering to the other banks people’s bank also engages in new & high
technology. For instance, they also have online payment & deposits system. But the
problem here is their customers are not aware that bank has superior technology.
Therefore bank should promote their service with highlighting use of new technology.
And also palm top banking will increase the customer convinces

 Increased the amount of ATM island wide

The Automatic Tailor Machines are situated only each branch of peoples’ bank. Due
to this reason customer do not nor have 24/7 service within the bank. And there is a
long queue near the ATM because.

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  Increase the high competition

There should be a high competition within the any organization. Then only they can
win the market & their objectives. But with consideration of completion level of
peoples bank, their in low level, when compare to other banks. Peoples bank should
increase their completion within the bank industry. Then they can offer the high &
quality service to their customers. And also these amount of savings accounts do not
sufficient enough for face the current situation. So they should introduce &promote
new & existing saving accounts & their benefits.

 Attractive & physical atmosphere

The external & internal physical environment of bank should be very attractive. When
customers are coming to bank, there should be a situation to refresh their mind with
entering in to the bank. Such situation will make calm & relax environment to the
busy customers.

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 Questionnaire

PART 01

Personnel Details

1. Gender

Male Female

2. Age
18-24 Years

25-30 Years

31-40 Years

41-50 Years

Above 50 Years

Up to year 11 3. Education Qualification

G.C.E. O/L

G.C.E. A/L

Graduate

Other higher qualification 4. Monthly income

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 Below Rs 10000

Rs 10000-20000

Rs 20000-30000

Above Rs 300000 PART 02

Research Information

5. Do you have any savings accounts?

Peoples bank

Other bank

6. If other or both specify the bank?

HNB

Commercial

Sampath

Seylan

HSBC

NDB

NSB

BOC

7. Types of people’s bank account?

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 YES

Wanitha Wasana

Jana Jaya

Parinatha

Fixed Deposit

Current Account

8 Why you select that bank account?

New technology

Quick service/efficiency

availability

Culture / life style

Attractive atmosphere

High competition

Various products

benefits

Customer service

9 Why you select the people’s bank?

Government security

Interest rate

Trust

Attitudes

Availability

Culture

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 language

10 Savings amount per month

<2000

2001-5000

5001-20000

20001-50000

>50001

11 Factors that consider when deposit money?

Income

Inflation

As a habit

Interest rate

12. What is your main purpose of transact with the bank?

Saving money

Withdraw money

Loans

Pawning

Other

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13. How many time you visit the bank above for reason?

Day <2

Days 3 to 5

Days >6

14 Is there any difference between current monthly deposit & past monthly deposit?

Yes

No

15 Is it increased or decreased?

Increase

Decrease

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