AMITY SCHOOL OF

INSURANCE, BANKING
AND
ACTURIAL SCIENCE

A SUMMER INTERNSHIP
PROJECT REPORT ON
CUSTOMER SATISFACTION OF
SAVING ACCOUNT HOLDERS
OF PUNJAB NATIONAL BANK

SUBMITTED BY

SUBMITTED TO

CERTIFICATE

This is to certify that Mr. Anmol Sethi has completed under my supervision his research
project report on A STUDY ON CUSTOMER SATISFACTION OF SAVING BANK
ACCOUNT HOLDERS OF PUNJAB NATIONAL BANK .

The work embodied in this project is original and is of standard expected of an MBA student
nad has not been submitted in the part or full to this or any other university for the award of
any degree or diploma. He has completed all the requirements of the guidelines for the
Research Project Report and the work is fit for the evaluation

SENIOR MANAGER

TABLE OF CONTENTS

CHAPTER
NUMBER
1

SECTION

1.1
2
3
3.1
3.2
4
4.1
4.2
4.2.1
4.2.2
4.2.3
4.2.4
4.2.5
5

6
6.1
7
8

CONTENT
INTRODUCTION
INTRODUCTION
OF THE TOPIC
LITERATURE
REVIEW
OBJECTIVE OF
THE STUDY
NEED OF STUDY
SCOPE OF STUDY
RESEARCH
METHADOLOGY
RESEARCH
DESIGN
SAMPLE DESIGN
AREA OF
RESEARCH
TARGET
POPULATION
SAMPLE FRAME
SAMPLING UNIT
SAMPLING
METHOD
DATA
COLLECTION
METHOD
DATA ANALYSIS
TOOLS
DATA ANALYSIS
FINDINGS
SUGGESTIONS

9
10
APPENDIX

CONCLUSIONS
REFRENCES AND
BIBLIOGRAPHY
QUESTIONNAIRE

PUNJAB NATIONAL BANK

MISSION

To be a leading global bank with pan India footprints and become a household brand in the
indo gigantic plains providing entire range of financial products and services under one roof.

VISION

Banking for unbanked

CHAPTER 1INTRODUCTION ABOUT

BANK
PUNJAB NATIONAL BANK

Punjab national bank is an Indian based bank located in New Delhi . it was
founded in 1894 under the strong existence of Lala Lajpat Rai with more than
120 years of strong existence and 6081 total branches all over India including 5
foreign branches and 6940 ATMS till march 2014.punjab national bank serving
more than 8.9 crores esteemed customers. Punjab national bank is one the third
largest bank among ICICI bank ,Bank of Baroda and State bank of India has
continued to provide prudent and trustworthy banking services to its esteemed
customers .the bank enjoys the strong fundamentals, large franchise value and
good brand image. To meet the growing expectations of the people the bank
offers various different products and services.

PNB has a banking subsidiary in the UK, as well as branches in Hong Kong, Dubai and
Kabul. It has representative offices in Kazakhstan, Dubai, Shanghai ,Norway and Australia.

Punjab national bank has various subsidiaries and joint ventures as the bank is third largest
public sector bank in Indian. Punjab national bank has various subsidiaries and joint ventures
in India with various companies and its own subsidiaries.

SERIAL NUMBER

NAME OF THE
ENTITY

COUNTRY

PROPOTION OF
OWNERSHIP

PNB GILTS LTD

INDIA

74%

PNB HOUSING
FINANCE LTD

INDIA

51%

PNB INVESTMENT
FINANCE LTD
PNB INSURANCE
BROKING LTD

INDIA

100%

INDIA

81%

PNB GILLS LIMITEDPNB gills ltd a subsidiary of the bank is engaged in the business of trading in government
securities ,treasury bills, and non SLR investments. it is also engaged in dealing with Money
market instruments and mutual funds. The company is listed at NSE and BSE.

PNB HOUSING FINANCE LIMITED-

PNB housing finance is engaged in providing the loans for purchase ,construction and up
gradation of dwelling unit. The company provides loans for construction or purchase of house
/flat od development authorities and properties and also from private builders and renovation
and repairs.
PNB INVESTMENT SERVICES LIMITEDPNB investment services limited is a wholly owned subsidiary has been set up by the bank
for carrying out Merchant Banking Business. it provides services for project appraisal, loan
syndication, debt replacement to execute IPOS/FPOS.It is registered with SEBI as category
1 merchant banker.
HISTORY OF PUNJAB NATIONAL BANK
In the annals of Indian History , the last decade of ninetenthh century has a special place .it
was during this period that a reawakening of India began and the nationalist fervour started
asserting itself. The bank was a part the swadeshi movement. It was owned by the Indian
people and would worked for the Indian people specially at a time when Indian capital was
being used to run English banks and companies the profits accuring from which went entirely
to the Britishers, whilst Indians had to contend themselves with small interest on their own
capital.
The bank opened for business on 12th April ,1895. The first board seven directors comprised
of S Dayal Singh, Lala Lalchand, Kali Pros
anna Roy,eminent Bengali pleader,Lala Harkishan Lal,EC Jessa Wala ,Lala Prabhu
Daya,Bakshi Jaishree ram and Lala Dholan das .thus the Bengali, parse and a sikh and a few
hindu joined hands in a purely national and cosmoplitian spirit to find this bank which opens
its door to the public on 12th april,1895.they went about it with a Missionary Zeal.S. Dayal
Singh was the first chairman, Lala Har Kishan lal, the first secretary to the board and Shree
Bulaki Ram Shastri Barister at Lahore, was appointed manager.
A Maiden dividend of 4% was declared after only seven months of operations. Lala lajpat Rai
was the first to open an account with the bank which was housed in the building opposite to
Arya samaj mandir in Anarkali in Lahore. His younger brother joined the bank as a manager.
Authorised total capital of the bank was Rs. 2lacs, the working capital was Rs. 20,000. It had
total staff strength of nine and total monthly salary amounted to Rs. 320.
The first branch outside Lahore was opened in Ravalpindi 1900. The bank made slow but
steady progress the first decade of their existence. Lala Lajpat Rai joined the board of
directors soon after in 1913, the banking industry in India was hit by severe crisis forming the
failures of Peoples Bank of India founded by Lala Harkishan Lal. As many as some lead
banks failed in the crisis Punjab National Bank survived. The years 1946-1936 were turbulent
loss ridden onces for the banking industry the world over. It was during this period that the
Jaliawala Bagh committee account was opened in a bank which in a decade that followed was
operated by Mahatma Gandhi and Pt. Jawahar Lal Nehru. The five years from 1941-1946
were the once of unprecended growth from a modest base of 71 the number of branches

increased to 272. The deposits grew from 10 crore to 62 crore on 31st march, 1947 the bank
officials decided to leave Lahore and transfer the registered office of the Bank to Delhi and
permission for transfer was obtained from the Lahore High court June 29,1947.
In 1951 the Bank took over the assets and liabilities of Bharat Bank Limited and became the
second largest bank in the private sector. In 1962 it amalgamated into commercial bank with
it. From its dwindled deposits for Rs. 43 crores in 1949 it rose to cross to Rs. 355 crore
marked by july 1969. Its number of offices had increased to 569 and advances from Rs. 19
crore in 1949 to Rs.243 crores by July 1969 when it was nationalised.

The government of India nationalised PNB and 13 other major banks on 19 July 1969.
In 1978 PNB opened a branch in London.
In 1986 the Reserve Bank of India required PNB to transfer its London branch to SBI.
In that same year PNB acquired Hindustan commercial Bank. The acquisition added
Hindustans 142 branches to PNB networks.
In 1993 PNB acquired new Bank of India.
In 2003 PNB took over Nedumgadi Bank, the oldest private sector bank in Calcutta.
In 2004 PNB established a branch inKabul, Afghanistan a representative in Shanghai
and other in Dubai.
PN B representative office in Shanghai and another in Dubai. PNB also established an
alliance with Everest Bank in Nepal that permits migrants to transfer funds easily
between Inida and Everests 12 branches in Nepal currently PNB owns 20% of
Everests Bank.
In January 2009 PNB established a representative office Oslo, Norway.
In September 2011, PNB opened a representative office in Sydney, Australia.
In December 2012, PNB signed an agreement with US based life insurance company
Metlife to acquire 30% stake in Metlife, Indian affiliate Metlife limited the company
would be renamed as PNB Metlife India Limited and PNB would sell Metlifes
products in its branches.

CURRENT SCENARIO OF THE BANK

Total business of the bank reached to Rs 800666 crore as against Rs 700356 crore in
March 2013 showing a y-o-y of 14.3%
Deposits of the bank rose to Rs 451397 crore as on 31.03.2014 from Rs391560 as on
31.03.2013 exhibiting y-o-y growth of 15.3%
CASA deposits increased to Rs 172872 crore as on March 14 from Rs 153344 crore in
March 13 recording a growth of 12.7%.Domestic CASA share has improved to 41.3%
from 40.9%in March 13.
Its was an increased focus on saving deposits and a successful campign was organised
during the year with active participation of employees resulting an increase in saving
deposits to Rs 141371 crore showing a growth of 14.5% .current deposits rise by
5.4% to Rs 31499 crore

 Advances of the bank stood at Rs 349269 at the end of march 14 as against Rs308796
crore at the end of March 13 showing a growth rate of 13.1%.
Credit deposits ratio works out to be 77.38% as an march 14.
As on March 14 gross NPA stood as Rs 18880 crore with a Gross NPA ratio of 5.25%
As on March 14 Net NPA stood at Rs 9917 cr
ore with a net NPA ratio of 2.85%
Provision Coverage ratio stood at Rs 59.07%.
Total Domestic branches has been rose to 6200
Total business crosses 8 Laks cores
Operating profit for FY 2014 above Rs 11300 cores
Net Interest Margin 3.44%
Net interest income for FY grows by 8.7%
Business
Domestic CASA
share
Operating profit
Net Interest Margin
Book value share

Rs 800666 cr
41.3%

14.3%

Rs 11384 cr
3.44%

4.4%
7.7%

Rs 952.50

7.7%

Net Interest margin for FY14 is 3.44%

Return on assets stood at .64% for FY14
Cost of deposit stood at 6.14% for Q4FY14 and 45.06% for FY 14
CRAR of the bank as per as basel 3 was 11.52%
Retail loans outstanding grew by 24.1%on y-o-y basis basis to reach Rs 38864 crore
at the end March 14 as against Rs 31310 crore in corresponding period last year.
Outstanding agriculture advances reached Rs53053 crores.
49.82 lakhs KISAN CREDIT CARDS were issued till march 31st 2014.
Under Financial inclusion plan bank has coverd aal villages with population over
2000as allocated by SLBC for providing banking services during FY2014.
Bank has opened 100.53 laks BSBDA accounts and 2.01 lakhs General credit cards
were issued.
Recently Cash deposit machines have been installed in the branches providing a self
service terminal where customers can deposits the cash which get credited to their
account on real time basis.
Self service Pass book printer terminals have been installed in the branches and e
lobbies which help the customers to get the passbooks updated at their convenience
Punjab National Bank has been awarded with the GOLDEN PEACOCK BUSINESS
EXCELLENCE AWARD 2014.
PNB bank has also awarded with the ANNUAL SOCIAL BANKINHG
EXCELLENCE AWARD 2014.
PNB bank has also awarded with the VIGILANCE EXCELLENCE AWARD IN
2014.

CHAPTER 2INTRODUCTION OF TOPIC

CUSTOMER SATISFACTION
It has become very important for the banks to understand the customer needs and
requirements so that they can serve customers properly. though majority of customers are
satisfied with their banks service still bank needs to focus on customer experience across the
banking channels. it is very important for the banks to gauges the how the customer perceives
the quality of interactions with their banks across the dimensions like products, channels and
customer transactions .
Customer satisfaction a term frequently used in marketing is a measure of how products and
services supplied by the company meet or surpass customer expectations. Customer
satisfaction is defined as the number of customers or the percentage of customers whose
reported experience with a firm ,its products and its services exceeds specific satisfaction
goals.
Customer satisfaction provides a leading indicator of customer expectations , perceptions
and loyalty. Customer satisfaction tells how the customer thinks to buy products by its own
perceptions and expectations .It is most important indicator by which data is collected in most
perspective manner and most frequently indicators of market perceptions. Customer
satisfaction is the most ambiguous and abstract concept and the actual manifestations of the
state of satisfaction will vary from person to person and product service to product services.
The sate of sati sfaction depends on a number of both psychological and physical variables
which correlate with the satisfaction behaviours such as return and recommended rate. The
level of satisfaction can also vary depending on the other options the customer may have and
other products against which the customer can compare the organizations services.

SAVINGS ACCOUNT
Savings Account is the account maintained by Indian financial institutions that pay intrest.
These accounts let customers set aside their portion of their liquid assets while earning a
monetary return. The interest rates vary as per as the amount of money deposited in the
saving bank account, scheme opted, and its maturity range .it is also subject to the current
trend of banking policies.
Punjab National bank have diversified themselves into many fields and also diversified
themselves their savings account departments into many fields. Punjab National Bank have
different types of savings account which caters all including each and every indivisual to
meet the expectations of the customers .they have diversified their savings accounts into a
broad acco unts that gives customers to cater their needs according to their needs and
preferences.

Various Saving Accounts that has been offered by the bank is as follows
Saving Deposit General Account
PNB Premium Saving Account

PNB prudent Sweep

Total Freedom Salary Account
High End Salary Account
Family Suraksha Bachat khatha
PNB Junior SF Account
PNB Vidyarthi SF Account
Basic Saving Bank deposit Account (BSBDA)
PNB Rakshak Scheme
PNB Shikshak Sweep Scheme
PNB Shikshak Overdraft Scheme
Scheme for P
roviding Overdraft Facility to Pensioners

Various Above Accounts are served by the bank to their customers to cater their needs and
expectations according to their requirements. Punjab National Bank have wide variety of
Accounts and other services that they provide to their customers including Current Account,
Fixed Deposits ,Recurring Deposits, Credit Schemes, Capital Gain Account Schemes ,
Other services such as Retail Banking , personal Banking , social banking , Agriculture
banking, Corporate Banking, International Banking, International Banking etc are served by
the bank to their services to cater the needs of customers.
With the current change in the functional orientation of banks the purpose of banking is
redefined. The main driven for this change is changing the customer needs and expectations.
Customers in todays modern India want no longer queues to wait and their precious time in
banking transactions.. This change in attitude of the people have changed with change in
technology as more and more technology is advanced erather than opting for older
technology. with the emergence of universal banking banks aims to provide all banking
products and services offering under one roof and in one hands of the customer. With the
emergence of globalization and technology advancement the banking industry whether
private or public sector banks had one under drastic change to prove themselves the leaders
of banking industry and to be one of the mot successful banks among others in this
competitive environment..

LITERATURE REVIEW
Customer Satisfaction is one of the most important and essensitial elements of customer
retention, customer loyalty, product/ service repurchase. The art and science of customer
satisfaction involves strategically focusing on creating and reinforcing pleasurable experince.
So it is all important aspect in terms of customer satisfaction.
According to oliver 1980 Customer satisfaction is defined as fully meeting the expectations
of customers and feeling and attitude of customer towards a product or service after it has
been experienced.
According to Crosby and Stephens Customer satisfaction includes three important
dimensions namely satisfactory dimensions with the personnel, satisfaction with the
organization and satisfaction with the core service or product which ultimately results in good
customer experience.
Customer Satisfaction : A study of Bank Customer Retention In New zealand , Authors
David Cohnen, Christopher Gan, Hua Hwa, Au Yong and Esther Choong (March 2006)
Customer Retention is an important element of banking strategy in today increasingly
competitive environment. Bank management must identify and improve upon the factors that
can limit customer defection. This include performance of the employee and willingness to
solve the problems, level of knowledge and friendliness, communication skills, selling skills
among others. Furthermost the customer defection can also be limit and reduced ny reduction
rates of the bank, policies and location of the branches.
There are many arguments that can be carefully considered the factors that might increased
customer retention rates. Several studied have been emphasized the significance of the
customer retention in the banking industry. However there are little effort to investiogate the
factors that might lead to customer retention.
Customer Satisfaction can be achieved by promoting the strengths, by focusing to improve
weaknesses and by monitoring for possible future improvements.
Customer Satisfaction elements can be prescribed as A perfect product, Delivered by caring,
friendly person in a timely fashion with changing environment and the support of an effective
problem resolution solution.

CHAPTER 3OBJECTIVE OF THE STUDY

As this Study is based on Customer Satisfaction with reference to other factors that affect
customer satisfaction my objective to carry out this study is To study the Customer
Expectations from Saving Bank Account of Punjab National Bank. This study also helps us to
analyse that how much customers are satisfied with the services of Punjab National Bank and
it will give an idea what rae the factors that will affect the customer expectations.

NEED OF STUDY
To analyse the expectations of customers.
To give an brief idea of how bank can achieve the level of satisfaction of customers.
To analyse the customer loyalty in terms of customer satisfaction.

SCOPE OF STUDY
To Analyse the Customer level index in terms of customer satisfaction to test how
much customers are satisfied with the services of Punjab National Bnak.
To Study the areas of improvement within the services of Punjab National Bank.
This Study will also help us to know that how much customers are awared of
services of Punjab National Bank.

CHAPTER 4
RESEARCH METHODOLOGY

Marketing research is the systematic and objective identification, collection, analysis, dissemination
and use of information for the purpose of assisting management in decision making related to the
identification and solution of problems in marketing. Marketing Research is the collection and
analysis of data from a sample of individuals or organizations related to their characteristics,
behaviour, attitudes, opinions or possessions. It includes all forms of research such as consumer and
industrial survey, psychological investigations, observations and panel studies.
It can be defined as the means of acquiring information to assist in the making of marketing
decisions under uncertainty.
It is the systematic and objective search for, and analysis of, information relevant to the
identification and solution of any problem in the field of marketing.
Marketing Research is the systematic design, collection, analysis and reporting of data and
findings relevant to a specific marketing situation facing the company.
Marketing research is often partitioned into two sets of categorical pairs, either by target market or
segment market.

Consumer marketing research, and

Business-to-business (B2B) marketing research

Or, alternatively, by methodological approach:

Qualitative marketing research, and

Quantitative marketing research

PURPOSE OF MARKETING RESEARCH

The main purpose of marketing research is to provide information, which will facilitate the
identification of a problem situation, and to assist in arriving at the best possible decisions when such
situations are encountered. The market research analysts provide this information to the company.
Research analysts are concerned with the potential sales of a product or service. They analyze
statistical data on past sales to predict future sales. They gather data on competitors and analyze
prices, sales, and methods of marketing and distribution. Like economists, market research analysts
devise methods and procedures for obtaining the data they need. They often design telephone,
personal, or mail interview surveys to assess consumer preferences. After compiling the data, market
research analysts evaluate it and make recommendations to their client or employer based upon their
findings. They provide a companys management with information needed to make decisions on the
promotion, distribution, and design and pricing of products or servi

RESEARCH DESIGN
Before examine the research design it is important to be clear about the role and importance
of research design , we need to understand what type of research design fits within the
process of research wiz framing the question to finally the analyzing the data. Basically there
are two types of research design namely Exploratory research design and Descriptive
research design.
It gives an detailed idea of how to carry out the research process in an systematic manner and
in most effective and efficient manner. It basically involves that how to collect the data and
how to employed various tools on our research topic. It is a blueprint of whole research
process to be carried out in an systematic manner.
Research Assumption provides the opinion upon which the researcher builds the
methodology that is used in his/her research. Therefore it is important that researcher builds
the philosophical approach and position that is being adopted in the research. This could be
differently from researcher to researcher.. the researcher belief and understandings would
affect the study and research design and also influences the world as whole.
Research can be shown as a continuum with the objectivism at one end subjectivism at the
other end. Objectivism assumes that the researcher and the area being researched are
independent. This means that the researcher has the ability and capability to study the area of
research independently without being influenced by his own views. Researcher that follows
the objectivism assumption are mainly concerned with the positivist approach which was
mainly used for historically natural sciences such as biology and physics.

SAMPLE DESIGN

Sample Design is a road map or a framework that serves as aprimary step or a basis for
selection of a sample to be surveyed as a sample design. It affects our study of research and
our sample too. Basically sample design involves two essential aspects namely Sampling and
Estimation
Sampling Method refers to rules and procedures by which some elements of population are
included in the sample. Some common sampling methods are simple random sampling,
stratified sampling method, convenience sdampling method and quota sampling method.
Estimation refers to the estimation process for calculating the sample statistics is called the
estimator. Different sampling method use different estimators.

AREA OF RESEARCH
My Area of research process is Punjab National Bank, Bikhaji Cama Palace, New Delhi.

TARGET POPULATION
Customers of Punjab National Bank, Bikhaji Cama Palace.

SAMPLING UNIT
A Sampling unit is one of the units into which an aggregate is divided for the purpose of
sampling, each unit is regarded as individual and indivisible when the selection is made.
In this study a single respondent of Punajb National Bank is regarded as sampling unit.

SAMPLE SIZE
In this study the sample size is 203 respondents.

SAMPLING METHOD
Sampling Methods refers to the way that observations are selected from a population to be
selected in an sample for a sample survey Sampling Methods are of various types such as
Probability sampling method and Non Probability Sampling Method.
In this study Non probability sampling method is used namely convenience sampling method
is used as it is according to my convenience and ease of access. A convineince sampling
method is used according to researcher ease of access as the cost and time required to do non
probability sampling method is quite less as compared to probability sampling method.
I have chosen CONVINIENCE SAMPLING METHOD according to my ease of access.

CHAPTER 5
DATA COLLECTION METHOD

METHOD OF DATA COLLECTION FROM PRIMARY SOURCES

For Conducting the study of Customer Satisfaction and for collecting the primary data for the
study a questionnaire was designed to have the responses of customer satisfaction from the
respondents and was filled by the respondents of Punjab National Bank and then fresh data
have been analysed for this study.
A Structured questionnaire was designed to have the responses from the respondents aboutr
their satisfaction about the saving bank services of Punjab National Bank and then collected
data have been analysed through excel.

METHOD OF DATA COLLECTION FROM SECONDARY SOURCES

The other information was gathered of the Punjab National Bank from the various sources
such as books, journals , newspapers , internet etc.

CHAPTER 6
DATA ANALYSIS TOOLS

Structured Questionnaire have been used as a tool for data analysis.

Questionnaire is an inexpensive way to gather the data from a potentially large number of
people and respondents. Often they are only feasible to reach to a large number of reviewers
large enough to allow statistically analysis of the results. A well designed questionnaire that is
used efficiently can gather the information on both the overall performance of test system as
well as information on overall performance of test systems. If the questionnaire includes
demographic information on participants they can be used to correlate the performance with
the test system among the different group of users.

DEMOGRAPHIC INFORMATION

GENDER
MALE

143

FEMALE

60

TOTAL

203

PERCENTAGE OF MALE AND FEMALE IN SAMPLE POPULATION

MALE

FEMALE

3rd Qtr

30%

70%

INTERPRETATION
From the above graph we can observe the distribution of males and females in our sample.
We can observe that there is majority of males rather than females in our sample as there are
143 males in our sample 58 females in our sample. The above frequencies corresponds to
70%males and 30%females in our sample that are the customers of Punjab National Bank.

AGE GROUP

BELOW 30
69
30-40

65

40-50

36

50&ABOVE

35

AGE GROUP
BELOW 30

30-40

40-50

17%

50&ABOVE

34%

18%
32%

INTERPRETATION
Out of 203 respondents surveyed 69 (34%) people belong to the age group less than 30 and
much similar to age group of 30-040 as there are 65 (34%) respondents from that age grou.
Others remaining belong to age group of 40-50 and 50 &above as shown in above pie chart.

OCCUPATION
SALRIED
BUSINESSMAN
PROFESSIONAL
HOUSEWIFE
OTHERS

122
44
15
4
18

OCCUPATION
140
120
100
80
60

122

40
20
0

OCCUPATION
44
15

18

INTERPRETATION
As above graph shows that most of the respondents belong to salaried category as there are
122 respondents from that category. Housewife is the category which is least in terms of
people surveyed and 44 respondents belong to business class and 15 respondents are belong
to professional category and 18 included in others which means people are from various
occupation who cater banking services of Punjab National Bankl.

INCOME
<200000
200000-400000
400000-500000
ABOVE 500000

53
55
50
45

INCOME PER ANNUM

<200000

200000-400000

22%

400000-500000

ABOVE 500000

26%

25%
27%

INTERPRETATION
From the above data we can observe that there is not much difference between income pattern
of the population as we can see that 27% of the respondents have income between 200000400000, 25% of respondents have income between 400000-500000, 26% respondents have
more than 500000 and lastly 22% respondents are below 200000 income per annum.

ACCOUNT HOLDERS OF PUNJAB NATIONAL BANK

SAVING BANK ACCOUNT
YES
NO

199
4

ACCOUNT HOLDERS OF PNB

YES

NO

1%

99%

INTERPRETATION
A s this project is related to Customer Satisfaction and Sample surveyed is Customers of
Punjab National Bank so on whole majority of people seem to have Punjab National Saving
Bank Account as 99% of the respondents have saving Bank Account of Punjab National Bank
and remaining 1 % are others who does not have Punjab national bank saving account but
they are related to Punjab National Bank in any other way.

PROCEDURE TO OPEN THE ACCOUNT

DIFFICULT TO OPEN THE ACCOUNT
NOT DIFFICULT TO OPEN THE
ACCOUNT

58
145
203

TOTAL

OPENING OF ACCOUNT
YES IT WAS DIFICULT

NO IT IS NOT DIFFICULT

29%

71%

INTERPRETATION
As first step towards banking is to open the account, so out of 203 respondents surveyed 71%
feel that the procedure that bank follows to open the account was not so difficult as compared
to those respondents which is around 29% feel that the account opening procedure was
difficult as compared to other banks also.

AWARNESS OF DIFFERENT TYPES OF SAVING BANK ACCOUNT

88
YES
33
NO
82
CANNOT SAY

AWARNESS
YES

NO

CANNOT SAY

40%

43%

16%

INTERPRETATION
W e can observe that most of the respondents know about different types of saving bank
account that is offered by the bank but on the other hand many people didnt know about the
different types of saving bank account that is being offered by the bank. Also people only
knows about basic saving bank account that is offered by all the banks. But Punjab National
Bank is offering 12 types of different saving bank account for their customers

PROMPT SERVICE BY THE BANK

74
ALWAYS
97
OFTEN
21
SOMETIMES
5
RARELY
6
NEVER

SERVICE DELIVERY
ALWAYS

OFTEN

10%

SOMETIMES

RARELY

NEVER

2% 3%
36%

48%

INTERPRETATION
Fron the above Pie Chart we can see that service delivery by the bank is not highly acceptable
by the respondents as 48% respondents are from often category and 36% are from always
category. Respondents from rare category are less and are similar to never category.

CHARGING UNNECESSARILY AMOUNT

36
YES THEY CHARGED
65
NO THEY DONT
102
NOT AWARE

UNNECESSARY AMOUNT
YES

NO

NOT AWARE

18%
50%
32%

INTERPTRETATION
Out of 203 respondents 50% of the respondents are not aware that bank charges or cuts
unnecessary amount from their account, this shows that respondents are least interested in
checking the pass book when required and 32% of respondents feel that bank does not charge
unnecessary amount from their account.

SATISFACTION WITH FINANCIA;L TRANSACTIONS

60
VERY SATISFIED
130
SATISFIED
13
NEVER SATISFIED

SATISFACTION WITH FINANCIAL TRANSACTIONS

VERY SATISFIED

SATISFIED

NEVER SATISFIED

6%
30%

64%

INTERPRETATION
Out of all the respondents surveyed we can analyse that many of the respondents are satisfied
with services being offered by the bank as there are 64% respondents that are satisfied and
remaining 30 % are much more satisfied then the expected satisfaction.

Bank should take into account 6% respondents who are not satisfied with the services being
offered by the bank.

USING ALTERNATE SERVICES OTHER THEN PNB

160
YES
40
NO
3
CANNOT SAY

ALTERNATE SRVICES OTHER THEN PNB

YES

NO

CANNOT SAY

1%
22%

77%

INTERPRETATION
Majority of the respondents use services of the other banks as compared to the Punjab
National Bank as there are 77% respondents who use other services offered by the other
banks as compared to this bank.

FACED THE PROBLEMS WITH THE SERVICES OF PUNJAB NATIONAL BANK

36
ONCE
127
1-5 TIMES
14
5-10 TIMES
3
ABOVE 10 TIMES
22
NEVER

PROBLEM FACED
ONCE

1-5 TIMES

ABOVE 10 TIMES

NEVER

7%

1%

11%

5-10 TIMES

18%

63%

INTERPRETATION
From the above pie chart we can analyse that there are much more chances of problem in
services of the bank as 63% respondents is having problems 1-5 times outside or within the
bank and 7% respondents have major problems in the services of Punjab National Bank. Also
1 % respondents are there who have problem again and again in the services of the bank.

RESOLVING PROBLEMS WITH REFFRENCE TOI TIME CONSTRAINTS

34
IMMEDIATELY RESOLVED
103
WITHIN 24 HOIURS
48
WITHIN 48 HOURS
13
WITHIN A WEEK
5
MORE THAN A WEEK

RESOLVING PROBLEMS WITHIN TIME CONSTRAINTS

IMMEDIATELY

WITHIN 24 HOURS

WITHIN WEEK

MORE THAN A WEEK

6% 2% 17%
24%

51%

INTERPRETATION

WITHIN 48 HOURS

According to the survey conducted 51% respondents are there whose problems have been
solved within 24 hours and 24% are there whose problems have been resolved within 48
hours and 2% are there whose problems have been resolved by the bank in a week or more
than a week.

OFFERING COMPETITIVE INTEREST RATE RELATED TO PNB BANK

187
YES
NO
TOTAL

16
203

COMPETITIVE INTEREST RATE

YES

NO

20%

80%

INTERPRETATION
187 respondents said that they are aware that their bank offers competitive interest rate as
compared to other banks and 16 respondents feels that bank does not offer competitive
interest rate as compared to other banks.

SATISFACTION OF ONLINE BANKING

156
YES
22
NO
25
CANNOT SAY

SATISFACTION OF ONLINE BANKING

YES

NO

CANNOT SAY

12%
11%

77%

INTERPRETATION
From the sample of 203 77% of respondents are satisfied with services related to online
banking but on other hand 11% of respondents are not at all satisfied with services of online
banking and around 12% of respondents cant say about online banking services.

SERVICE QUALITY OF THE BANK

40
EXCELLENT
99
VERY GOOD
59
GOOD
5
DISSATISFIED

SERVICE QUALITY OF PNB BANK

EXCELLENT

VERY GOOD

2%

GOOD

DISSATISFIED

20%

29%

49%

INTERPRETATION
Service Quality is a compassion of performance with expectations. If service quality would
be as per as customer requirement then customer will be delightful. As seen above in the pie
chart 49% respondents feel that service quality of the PNB is very good but on the other hand
2% respondents feel that service quality is not up to the mark.

CUSTOMER SERVICE REPRESENTATIVE

VERY SATISFIED

65

SATISFIED

75

UNSATISFACTORY

45

VERY UNSATISFACTORY

18

NO OF RESPONDENTS

80
70
60
50
40
30
20
10
0

Axis Title

INTERPRETATION
Out of 203 respondents most of the people were satisfied with the customer representative of
the bank which includes their knowledge about the banking services, politeness, courtliness,
resolving the problems and

CHAPTER7FINDINGS BASED ON ABOVE

DATA

FOLLOWING ARE THE FINDINGS THAT HAVE BEEN ANALYSED

FROM THE ABOVE DATA AND QUESTIONNAIRE SURVEYED
Population of Males is 70% as compared to females who are only 30%.
Out of 210 respondents surveyed 34% are below 30 , 32% are between 30-40, 17%
are between 40-50 and 18% respondents which can be refereed as Senior Citizens are
above 50.
Majority of the respondents are from salaried class background whereas 44
respondents are from business class family, 15 respondents belongs to professional
category and only few numbers of housewife have been surveyed in this survey, also
18 respondents belongs to other occupation category.
In terms of Income per Annum 26% respondents are those who have annual income of
less than 200000, 27% respondents are those income between 200000-400000, also

22% and 25% respondents are there who have their annual income above 500000 and
others remaining have between 400000-500000.
In reference with the Account Holders of Punjab National Bank 99% respondents
have account in PNB and remaining others avail the services of Punjab National
Bank.
The bank tried to cater all the services as required by the customers.
The procedure to open the account was not as difficult as 71% respondents feel that
service given by PNB was not so complicated but on other hand 29% respondents are
there who feel that it is difficult to open the account with PNB as compared to other
banks.
43% respondents are there who are aware about different types of saving bank
account given by the PNB and 43 % respondents are not aware about this different
savings bank account.16% of respondents didnt know about the different types of
savings bank account.
48% respondents feel that they got service delivered as according to their expectations
quite often and 36% are very satisfied with the service delivered by the bank, also
10% respondents feel that they got sometimes service according to their expectations.
In terns of unnecessary amount majority of the respondents are not awared that bank
cuts unnecessary amount from their account for services related to their bank account
and only 18% are aware of cutting unnecessary amount from their bank account.
Respondents are satisfied with financial and non financial transactions that are done
by the bank but on other hand 13 respondents have given very low rating in terms of
satisfaction with their financial transactions.
77% respondents use other bank services as compared to the Punjab National Bank
and only 22% respondents use only Punjab National Bank as relared to their banking
services.
63% respondents have faced problems most of the time and 18% respondents have
faced problem only once but on other hand 7% respondents who have faced frequent
problems related to the services of PNB and only 1 % respondents are not satisfied
with the services as they have faced problems more than 10 times.
Resolving problems is a bone of any organization so around 51% respondents feel
that their problems have been solves within 24 hours around 28% have felt that their
problems have been solved within 48 hours.
80% of respondents aware that their bank gives competitive interest rate and 20 %
respondents do not about competitive interest rate.
77% respondents are satisfied with the online banking services of PNB and 11 % are
not satisfied as related to online banking services and 12% respondents do not aware
or have found difficult to rate online banking.
Service Quality of Punjab National Bank- 49% respondents feel that service quality of
PNB is very good and is up to the mark of their expectations , also 20% feel that it is
above expected level of service quality i.e Excellent in service quality and 29% feel
that it is good in terms of service quality and 2% respondents are very dissatisfied
with service quality of PNB.

CHAPTER8SUGGESTIONS

FOLLOWING ARE THE SUGGESTIONS

Awareness about the different types saving bank account should be raised among the
people so that they can know that PNB is offering different types of saving bank
account.
Advertisement of Bank can be made through television and through local media so
that they can much more aware about the different types of services offered by the
bank.
Service Stations should be raised among the branches so that waiting time can be
reduced to improve the service quality of the bank.
Customer Representative can be recruit for the branches to solve the problems of
people immediately so that they can feel that service is up to the mark to their
expectations.
Documentation should be made as easy as possible to reduce the account opening
time.

 Mobile Application can be a very good source to increase the awareness of other
banking services offered by the bank.
Other benefits with Saving bank account can be introduced so that customer should
feel that their service is up to the mark.
Although the cash deposit machines should be increased or should be install in every
branches so that waiting time can be reduced.
Automated teller machines should be install in local languages also so that backward
class of people also able to deposit or withdraw the money.
Digital experience should be given to the customers so that customers can configure
their services as much as possible. peer to peer payment system can be a tool for the
bank for having better customer experience and having delightful customers.

CHAPTER 9CONCLUSIONS

From the study of Customer Satisfaction of saving bank account holders of Punjab National
Bank it has been that Customers have different point of view about the bank. Majority of the
customers that has been surveyed through questionnaire are satisfied with services of the
bank but on other side average number of customers are dissatisfied with services related
online banking. Banks should focus on customer experience which leads to the better
customer satisfaction so that customer should be delightful with the services which in turn
leads to the profitability of the bank. Bank should focus on customer experience rather than
increasing the customer so that they can improve customer experience which in turn leads to
customer satisfaction. On the whole customers of Punjab National Bank are satisfied with
their services but there is a need to improve customer experience so that they can achieve
delightful customer experience which can leads to increase in the profitability of the bank.

CHAPTER 10-

REFERENCES
AND
BIBLIOGRAPHY

WWW. GOOGLE.COM
WWW.PNB.CO.IN
WWW.BANKERSADDA.COM
WWW.BUSINESSTANDARD.COM

APPENDIX

QUESTIONNAIRE FOR SURVEY

A STUDY ON CUSTOMER SATISFACTION OF SAVING BANK ACCOUNT
HOLDER OF PNB BANK
QUESTAINNAIRE FOR CUSTOMER SATISFACTION IN BANKS

1 .NAME
2. PLACE:
3. GENDER:

A .MALE (

B.FEMALE (

4. AGE:
A. BELOW 30 ( )
)
D. 50&ABOVE ( )

B. 30-40 (

C. 40-50 (

5. OCCUPATION:
A.

SALRIED

( )

B.

BUSINESSMAN

C.

PROFESSIONAL (

( )
)

D. HOUSEWIFE

E.

( )

OTHERS

6 .INCOME
A. <200000 (

B.

200000-400000

400000-500000

D. ABOVE 500000

7. Do you have Punjab National Bank Savings bank account?

A. YES
B. NO

(
(

)
)

8. Do your bank cater all your banking services?

A. YES

B. NO

)
)

9. Do you think the procedure to open the account was difficult?

A. YES TO A CERTAIN EXTENT (
B. NO IT IS NOT DIFICULT (

10. Do you know different types of bank account offered by the bank ?
A. YES (
B. NO

)
)

C. CANNOT SAY

11. Do you always get prompt service whenever you visit the branch?

A. ALWAYS (

B. OFTEN (

C. SOMETIMES (

D. RARELY (

E. NEVER (

12. Do they charge unnecessarily amount for not maintaining the minimum
balance?
A. YES (
B, NO (

)
)

C. NOT AWARE (

13. Are you satisfied with the financial transactions of your bank?
A. VERY SATISFIED ( )
B. SATISFIED ( )
C. NEVER SATISFIED

( )

14. Do you use service of your alternative bank?

A. YES (

B. NO (

C. CANNOT SAY (

15. Does your bank offer competitive service charge?

A. YES (
B. NO

C. CANNOT SAY (

16. Are you satisfied with the current services offered by the bank?
A. YES (
B. NO (

)
)

C. CANNOT SAY (

17. How many times you have faced the problem related to the bank?
A. ONCE (

B. 1-5 TIMES (

C. 5- 10 TIMES (

D. ABOVE 10 TIMES (
E. NEVER (

18. How quickly the banking problems solved by your bank ?

A. IMMEDIATELY (

B. WITHIN 24 HOURS (

C. WITHIN 48 HOURS ( )
D. WITHIN A WEEK ( )
E. MORE THAN A WEEK (

19. Do your bank offer competitive interest rate ?

A. YES ( )
B. NO ( )

20. Are you satisfied with the services related to online banking ?
A. YES (

B. NO (

C. CANNOT SAY (

21. Service Quality of your bank is

A. EXCELEENT (

B.VERY GOOD

C. GOOD (
D. DISATISFIED

(
)
(

22. Please rate your customer service representative in the following areas:
PLEASE MARK THE FOLLOWING THE PARTICUALRS
PARTICULARS

POLITE,
COURTEOUS
AND
PROFESSIONA
L
SPOKE
CLEARLY AND
UNDERSTANBL
Y
KNOWLADGE
ABOUT MY
QUE3RIES
RESOLVING
THE
PROBLEMS

VERY
SATISFACTORY

SATISFACTORY

UNSATISFACT
ORY

VERY
UNSATISFACT
ORY