CHAPTER 1- INTRODUCTION

1
1.1 TOPIC:- CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in marketing. It is a measure of how products

and services supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as The no. of customers, or percentage of total customers, whose
reported experience with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals. In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive market place where businesses compete for customers,
customers satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.

Within organizations, customers satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers expectations. Furthermore,
when these ratings dip, they warn of problems that can affect sales and
profitabilityThese metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word-of-mouth marketing, which is both free and highly
effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be

able do this, firms need reliable and representative measures of satisfaction.

In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be disappointed
and will likely rate their experience and less than satisfying. For this reason a luxury resort
for example, might receive a lower satisfaction rating than a budget motel-even though its
facilities and service would be deemed superior in absolute terms.
The importancecof customer satisfaction diminishes when a firm has increased bargaining
power.

2
 For example, cellphone plan providers, such as AT&T and Verizon, participate in an
industry that is an oligopoly, where only a few suppliers of a certain product or service exist.
As such, many cellphone plan contracts have a lot of fine print with provisions that they
would never get away if there were, say, 100 cellphone plan providers, because customer
satisfaction would be far too low, and customers would easily have the option of leaving for
a better contract offer.

There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms. This literature is sammarized by Mittal and Frennea(2010). They
summarize the outcomes in terms of customer behaviours, immediate finanicial outcomes
suchas sales and revenues, and long term outcomes based on the stock market.

Customer satisfaction provides a leading indicator of cnsumer purchase intentions and

loyalty.
Customer satisfaction data are among the most frequently collected indicators of market
preceptions. Their principle use is two fold.

1. Within organizations, the collection, analysis and dissemination of these data send a
messege about the importance of tending to customers and ensuring that they have a positive
ecperience with the companys goods and services.
2. Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firms customerss will
make futher purchases in the future. Much research has focused on the relationship between
customer satisfaction and retention. Studies indicate that the ramifications of satisfaction
are most strongly realized at the extremes.

Research also shows that a majority of the firms invest in measuring, monitoring and
disseminating customer satisfaction information; in fact, these authors found that customer
satisfaction research is one of the most widely conducting marketing reasearch activities in
the firms.

3
 CUSTOMER SATISFACTION PROCESS-5 STEPS

1. Understanding Customer Expectation

(a) How customers wants and needs, customers standard and expectations are incorporated
into our promises to customers to not only make a sale but achieve high customer
satisfaction.
(b) We must know what our customers expect from me. We must work with our customers to
precisely learn their expectation.
(c) Customer expectation differ by region by country.

2. Promises To Customers
(a) Set promises that can be kept.
(b) Aim to exceed expectation rather than to meet them.
(c) Delight customers by surprising them(surprise is something not promise yet delivered).

3. Execution
(a) Products and services are provided to customers.
(b) Customers had certain expectations before products/services were delivered.
(c) Depending if these expectations were met not met or exceeded customer experience certain
level of
Customer satisfaction.
(d) Occassionally there are problems with products/services provided.
(e) A problem can be fixed during the initial call or a visit (first contact resolution) or a ticket is
opened.
(f) Depending on how the problem resolution is handled customer experiences certain level of
Customer satisfaction.
4. Ongoing dialog with a customer
(a) Executive meetings.
(b) User group meetings.
(c) Other meetings. How feedback received from a customer (current customer satisfaction)
is communicated to market stapilisation scheme (MSS).

4
5. Customer satisfaction surveys and metrics
(a) Customer satisfaction surveys.
(b) Event driven surveys.
(c) Internal indicators of customer satisfaction.
(d) Tickets resolved within objectives.
(e) Tickets overdue.

5
1.2 COMPANY PROFILE

6
RURAL REGIONAL BANK

Rural Regional banks are local level banking organizations in different states of India. They
have been created with a view to serve primarily the rural areas of India with basic banking
and financial services. However, RRBs may have branches set up for urban operations and
their area of operation may include urban areas too. Regional Rural banks were established
under the provisions of an Ordinanace passed on 26 September 1975 and the RRB Act 1976
to provide sufficient banking and credit facility for agriculture and other rural sectors. These
were set on the recommendations of the Narasimham Working group during the tenure of
Indira Gandhis government with a view to include rural areas into economic mainstream
since that time about 70% of the Indian Population was of Rural Orientation. The
development process of RRBs started on 2 October 1975 with the forming of the first RRB,
the Prathama bank. Also on 2 October 1976 five regional rural banks were set up with a
total authorized capital of Rs. 100 crore ($10 Million) which later augmented to 500 crore
($50Million). The regional rural Bank were owned by the Central government, the State
government and the Sponsor bank who held shares in the ratios are as follows:-
Central Government - 50%,
State Government 15% and
Sponsor Bank 35%.

Reserve Bank of India had laid down ceilings on the rate of interest to be charged by these
RRBs. However from August 1996 the RRBs have been granted freedom to fix rates of
interest, which is usually in the range of 14% - 18% for advances. Subsequently to review
of the financial status of RRBs by the Union Finance Minister in August, 2009, it was felt
that a large number of RRBs had a low Capital to Risk weighted Assets Ratio (CRAR). A
committee was therefore constituted in September, 2009 under the Chairmanship of K.C.
chakrabarty, Deputy Governor, RBI to analyze the financials of the RRBs and to suggest
measures including re-capitalization to bring the CRAR of RRBs to at least 9%. The Head
office of an RRB normally had three to seven departments.

7
 The following is the decision making hierarchy of officials in a Regional Rural Bank:-
Board of Directors-
Chairman and Managing Directors
General Manager
Chief manager/ Regional

Managers
Senior Manager
Manager
Officer/ Assistant Manager
Assistants

The main purpose of RRBs is to mobilize the financial resources from rural/ semi-urban
areas and grant loans and advances mostly to small and marginal farmers, agricultural
laborers and rural artisans. The area of operation of RRBs is limited to the area as notified
by Government of India covering one or more districts in the state.

FUNCTIONS:-

RRBs also perform a variety of different functions-

Providing banking facilities to rural and semi-urban areas.

Carrying out government operations like disbursement of wages of MGNREGA workers,
distribution of pensions etc.
Providing Para-Banking facilities like locker facilities, debit and credit cards etc.

8
AMALGAMATION EDIT:-

RRBs are going through a process of amalgamation and consolidation. 25 RRBs 9Out of 82
RRBs) have been amalgamated in January 2013 into 10 RRBs. This counts 67 RRBs till 1st
week of June 2013. On 31st March 2006, there were 133 RRBs 9Post mergers) covering 525
districts with a network of 14,494 branches. All RRBs were originally conceived as low
cost institutions having a rural ethos, local feel and pro poor focus. However, within a very
short time, most banks were making loss. The original assumptions as to the low cost nature
of these institutions were belied. This may be again amalgamated in near future. At present
there are 56 RRBs in India.

J&K GRAMEEN BANK

J&K Grameen bank (JKGB) was established on 30th June 2009 after the amalgamation of
two erstwhile RRBs viz. Jammu Rural Bank (JRB) and Kamraz rural Bank (KRB) in
accordance with the GOI notification dated 30th June 2009 issued under sub-section 23 A
of the RRB Act, 1976 (21 of 1976) as a joint venture of Government of India, Government
of J&K and the Jammu and Kashmir Bank Ltd. (Sponsor Bank) wit6h its head office at
Narwal, Jammu. The bank has authorized capital of Rs. 5 crore and issued, subscribed and
paid up capital of Rs. 2 crore, comprising of 2 lacs shares of Rs. 100/each. The focus of the
Bank is increasing its outreach by opening more branches in unbanked areas to avail them
with the facilities of the bank. The area of operation of the bank is extended to 11 Districts,
besides some parts of District Srinagar and Ganderbal of J&K State. The network of the
bank consists of two Regional offices, Six area Offices and 215 branches with 3 Extension
counters and is engaged in providing credit with in its area of operation in the districts of
Baramulla, Kupwara, Kargil, Leh, Poonch, Jammu, Kathua, Ganderbal,

Rajouri, Srinagar, Samba, Kishtwar and Bandipora. J&K Grameen Bank has 2nd largest
network of branches in the state after J&K bank. JKGB is the only RRB to be sponsored by
a private bank i.e. J&K bank.

9
FOCUS:

Increasing outreach by opening more branches in unbanked areas.

Making further headway toward micro financing and Financial inclusion.
Remittance from abroad through Western Union Money Transfer services.
Dedicate services for overall development of people of J&K.

PHILOSOPHY OF LOGO

The Tree is representative of a typical rural ambience. A large Tree is considered as focal
point of socio-economic development in the village under the shade of which all important
decisions related to the development of village are taken. The tree also signifies a symbol
of providing shade, shelter, nutrition etc to all without any discrimination. It is an all
encompassing and towering existence that the symbol portrays to depict.

BOARD OF DIRECTORS

S.NO NAME DESIGNATION/ REPRESENTING INSTITUTION

ADDRESS

1. Vagish Chander Chairman J&K Grameen bank.

2. Mr. S.k Bhat President J&K Bank, Corporate

Headquarters
M.A Road Srinagar.
(J&K bank-Sponsor
bank).

3. Sh. Nayeem-ullah President J&K Bank, Corporate

headquarters
(S&C/R&C) M.A Road Srinagar.
(J&K Bank-Sponsor
bank).

4. Mr. Ramesh Chander Deputy General Manager Reserve Bank of India

5. Mr. S.S Bhatoa Deputy General Manager NABARD

10
 6. Mr. Shafiq Ahmed Raina Director Rural development State Govt.
(IAS) Jammu

7. Mr. Showkat Aijaz Director Finance

Special Secretary to Govt., State Govt.
Finance department, New
Secretariat, J&K.

ORGANIZATIONAL STRUCTURE

HEAD OFFICE

1. Vagish Chander Chairman

2. Gurcharan Singh General Manager

3. Ghulam Nabi Teli General Manager

4. Arvind Singh Ishar Chief of Audit & Inspection

AREA OFFICES

1. Sarvesh Kohli Area Manager Jammu

2. K.L Sharma Area Manager Samba/Kathua

3. R.S Sumbria Area Manager Rajouri/Poonch

4. Mehraj-ud-dini Sheikh Area Manager Bandipora/Ganderbal/Srinagar/

Leh/Kargil

5. Rafiq Ahmed Shah Area Manager Baramulla

6. Abdul Khaliq malik Area Manager Kupwara

11
CHAPTER 2

OBJECTIVES

12
 OBJECTIVES OF THE STUDY:

The objectives of the study are as under:-

1. To know the customer satisfaction level towards services of J&K Grameen Bank.

2. To know the problems presently faced by the customers of J&K Grameen Bank.

3. To know the reasons for preferring J&K Grameen Bank.

4. To understand the expectations and requirements of the customers of J&K Grameen Bank.

13
CHAPTER 3:-
RESEARCH METHODOLOGY

3.1:- RESEARCH DESIGN

3.2:- SAMPLE PLAN
3.3:- RESEARCH INSTRUMENT
3.4:- DATA COLLECTION
TECHNIQUES
3.5:- DATA PRESENTATION

14
 Research Methodology

Research Methodology is a way to systematically solve the research problem. The Research
Methodology includes the various methods and techniques for conducting a Research.
Marketing Research is the systematic design, collection, analysis and reporting of data and
finding relevant solution to a specific marketing situation or problem.
Research is thus an original contribution to the existing stock of knowledge making for its
advancement. The purpose of Research is to discover answers to the Questions through the
application of scientific procedures. A specified framework for collecting data in an
effective manner is called Research Design.

3.1 RESEARCH DESIGN: -

Research design is the plan, structure and strategy of investigation conceived so as to obtain
answers to research can be called fact oriented; it may be defining hypothesis, It may
suggest new opportunities, such that we had carried exploratory research that covers the
survey of individuals with interview.

The research design used in this project is Descriptive Research.

1 Descriptive Research: - A type of conclusive research, which has as its major objective the
description of something-usually market characteristics or functions. In other words
descriptive research is a research where in researcher has no control over variable. He just
presents the picture, which has already studied.

3.2 SAMPLING PLAN:

Sample Size = 100 Customers

Sample Area = J&K GRAMEEN BANK- TALAB

TILLO,BOHRI

Duration = One (1) Month.

15
Sampling Techniques :-

The sampling technique used in survey is convenience sampling which is a non- probability
sampling technique. Convenience sampling attempts to obtain a sample of convenient
elements. The selection units are left primarily to the interviewer. Convenience sampling is
least expensive and least time consuming of all the sampling techniques. The sampling units
are accessible, easy to measure, and cooperative.

3.3 Research Instrument

Close-ended questionnaire is used as research instrument in this project.

3.4 Data Collection Techniques

Information was collected from both Secondary and Primary data.

Secondary sources- Secondary data is that, which has already been collected by someone
else, which already had been passed through the statistical process. Secondary data was
collected through magazines, websites, newspapers and journals.

Primary sources- Primary data is that, which is collected fresh and for the first time, and
thus happen to be original in character. Primary data was collected by conducting surveys
through questionnaire, which includes close-ended questions.

3.5 DATA PRESENTATION

After collecting data through questionnaire and analyzing the data through various statistical
tools and technique the next step is to preset the data by using tools of presentation like
figure, bar graphs, tables and pie charts.
Data has been represented by the ways of bar graphs, tables and pie charts.

16
 CHAPTER 4

DATA ANALYSIS
AND
INTERPRETATION

17
 1. How long you have been banking with J&K Grameen Bank:

S.No. Options No. of Respondents % Age of Respondents

a) 1 year 25 25 %
b) 2 years 15 15%
c) 3 years 07 07%
d) More than 3 years 53 53%
Total 100 100%

60

50

40

30

20

10

0
1 Year 2 Years 3 Years More than 3 Years

Interpretation:
Majority of the respondents have been banking with J&k Grameen bank for more than 3
years while as minimum no. of respondents have been banking with J&K Grameen bank
upto 3 years.

18
 2. Types of facilities availed:

S.No. Options No. of Respondents % Age of Respondents

a) Saving bank deposits 35 35%
b) Term deposit 16 16%
c) Value added scheme 19 19%
d) Current account 24 24%
e) All of the above 06 06%
Total 100 100%

Interpretation:
Majority of the respondents have availed saving bank deposits facility in the bank and
minimum no. of the respondents have availed all the facilities.

19
3. Reason for choosing J&K Grameen Bank:

S.No. Options No. of Respondents % Age of Respondents

a) High Rate of Interest 14 14%
b) Easy Installments 45 45%
c) Simple Procedures & 10 10%
Formalities
d) Bank Provide such deposit 12 12%
scheme that appeal to masses
e) All of the above 9 9%
f) Other 10 10%
Total 100 100%

Interpretation:
Majority of the respondents has choosen J&K Grameen bank for easy installments while
as there is a mix response of customers towards other facilities & services.

20
4. Do you feel that the procedure to open an account with the bank was
difficult:

S.No. Options No. of Respondents % Age of Respondents

a) No 50 50%
b) Cant say 20 20%
c) Yes 30 30%
Total 100 100%

Interpretation:
Majority of the respondents feel that the procedure to open an account with the bank
was not difficult while as the minimum no. of respondents cannot say anything regarding
this.

21
 5. Any type of problem you faced while processing papers of loan:

S.No. Options No. of Respondents % Age of Respondents

a) Non-co-operation of staff 23 23%
b) Inadequate knowledge of 3 3%
employees
c) Corruption 3 3%
d) Too much legal formalities 48 48%
e) All of the above 1 1%
f) Any other 22 22%
Total 100 100%

Interpretation:
Majority of the respondents faced problems while processing papers of loan due to too
much legal formalities while as minimum no. of respondents faced all of the above
problems.

22
 6. Time taken to clear the cheque:

S.No. Options No. of Respondents % Age of Respondents

a) Less than 10 minutes 40 40%
b) 10-20 minutes 35 35%
c) 20-30 minutes 20 20%
d) More than 30 minutes 5 5%
Total 100 100%

Interpretation:
Maximum no. of the respondents said that less than 10 minutes are taken to clear the cheque.
The above graph also shows that there is a good percentage of customers which says that
time taken to clear the cheque is between 10-20 mins./20-30 mins. A very low percentage
shows that time taken is more than 30 mins.

23
7. Service efficiency is increased due to computerization:

S.No. Options No. of Respondents % Age of Respondents

a) No 1 1%
b) Cant say 4 4%
c) Yes 95 95%
Total 100 100%

Interpretation:
A very good percentage of the respondents said that the service efficiency has increased due
to computerization.

24
 8. Satisfaction with respect to Home finance Loan service provided by
the bank:

S.No. Options No. of Respondents % Age of Respondents

a) Highly Dissatisfied 0 0%
b) Dissatisfied 0 0%
c) Neither satisfied nor 10 10%
dissatisfied
d) Highly Satisfied 50 50%
e) Satisfied 40 40%
Total 100 100%

Interpretation:
Majority of the respondents are highly satisfied with the Home finance loan service provided
by the bank and a low percentage of respondents are neither satisfied nor dissatisfied with
this service. No respondent is dissatisfied / highly dissatisfied with this service.

25
9. Satisfaction with respect to Automobile finance Loan service provided
by the bank:

S.No. Options No. of Respondents % Age of Respondents

a) Highly Dissatisfied 0 0%
b) Dissatisfied 0 0%
c) Neither satisfied nor 5 5%
dissatisfied
d) Highly Satisfied 45 45%
e) Satisfied 50 50%
Total 100 100%

Interpretation:
Majority of the respondents are satisfied with the Automobile finance loan service provided
by the bank. No respondent is dissatisfied / highly dissatisfied with this service.

26
 10. Behavior of staff towards adequate attention on complaints:

S.No. Options No. of Respondents % Age of Respondents

a) Strongly Disagree 0 0%
b) Disagree 0 0%
c) Neither disagree nor Agree 10 10%
d) Agree 40 40%
e) Strongly Agree 50 50%
Total 100 100%

Interpretation:
Majority of the respondents strongly agree/ agree that the behavior of staff is adequate for
attending the complaints. No respondent disagree/ strongly disagree about the adequate
behavior of the staff for attending the complaints.

27
11. Behavior of staff in treating customer with respect:

S.No. Options No. of Respondents % Age of Respondents

a) Strongly Disagree 0 0%
b) Disagree 0 0%
c) Neither disagree nor Agree 30 30%
d) Agree 50 50%
e) Strongly Agree 20 20%
Total 100 100%

Interpretation:
Majority of the respondents agree that the behavior of staff is respectful in treating the
customers. No respondent disagree/ strongly disagree about the respectful behavior of the
staff for treating the customers.

28
 12. Overall facilities provided by bank:

S.No. Options No. of Respondents % Age of Respondents

a) Very bad 0 0%
b) Bad 5 5%
c) Average 60 60%
d) Good 30 30%
e) Very Good 5 5%
Total 100 100%

Interpretation:
Majority of the respondents gave neither good nor bad response for the overall facilities
provided by the bank and a very low percentage of the respondents said that the overall
facilities provided by the bank are bad.

29
Chapter 5

Findings.

30
FINDINGS:
Findings of the study are as under:-

1. During the survey majority of the respondents have been banking with J&k
Grameen bank for more than 3 years while as minimum no. of respondents have
been banking with J&K Grameen bank upto 3 years.

2. Majority of the respondents have availed saving bank deposits facility in the bank
and minimum no. of the respondents have availed all the facilities.

3. Majority of the respondents faced problems while processing papers of loan due
to too much legal formalities.

4. A very good percentage of the respondents said that the service efficiency has
increased due to computerization.

5. Maximum no. of the respondents said that less than 10 minutes are taken to clear the
cheque.

6. Majority of the respondents are satisfied with the Automobile finance loan service
provided by the bank.

7. Near about half of the respondents strongly agreed that the behavior of staff is
adequate for attending the complaints.

8. During the survey maximum of the respondents preferred J&K Grameeen Bank for
easy installments.

9. Near about half of the respondents agreed that the behavior of staff is respectful
in treating the customers.

10. Majority of the respondents gave average response for the overall facilities provided
by the bank.

31
 Chapter 6.

LIMITATIONS

32
LIMITATIONS OF STUDY

During the course of research, I had to face number of problems of wider dimensions and
magnitude. Some of which were out of my control. However, I tried my level best to bring
out authentic and meaningful research work. Some of the limitations that came in my way
are as follows:

1. The research topic is of the nature that it has to be completed within a month as per the
requirements of status governing course.

2. A large number of predetermined customers were not ready to fill the questionnaire. I had
to make a repeat attempts to convince them.

3. Because of lack of interest, habitual sloth and in difference - pretty good number of
respondents filled the questionnaires just for the sake of filling them and not caring for the
authenticity of the information provided.

4. Since the study relates to customer satisfaction with regard to the services provided by
the J&K Grameen Bank, the respondents themselves sometimes appeared to be confused
and uncertain about their answers and state of mind. However an utmost care has been
exercised in checking such type of indifferent and unsuitable attitude of respondents.

33
 Chapter 7.

CONCLUSIONS &
RECOMMENDTIONS

34
CONCLUSION:-

By conducting a detailed study and systematic research, we conclude that J&K Grameen
bank is a big bank in Indian banking industry. It still has certain drawbacks that could only
be corrected by doing proper researches and surveys and taking effective steps.

Customer is the king in the present day banking. Today the customer services preference
keep on changing at a rapid speed and their demands. The aim of the bankers is to make the
customers comfortable and happy to achieve their targets. The customers of the J&K
Grameen Bank responded that their satisfaction in providing overall facilities to the
customers is average. There are a number of problems hindering the smooth delivery of the
banking service. Besides, in the loan operations the delays of the loan approval is the
problem.

Therefore, the bank should handle its customers so well to achieve its organizational aims.
Finally, it is worthy to affirm that customers are the key for any business organizations.

35
RECOMMENDTIONS:-
Recommendations of the study are as under:-

1. J&K Gameen Bank is one of the oldest bank of the country and is regarded as the
reputed bank. After going through my research I would like to recommend following
things:

2. J&K Grameen Bank must take some steps to cut short legal formalities so that the
customers may not face problems while processing papers of loan.

3. J&K Grameen Bank should take effective steps for early clearance of cheques of the
customers.

4. J&K Grameen Bank should take effective steps to improve the overall facilities
provide to the customers.

5. J&K Grameen Bank should keep on maintaining good customer relations by treating
customers with respect and giving adequate attention on their complaints if any.

6. Customer awareness programme is required so that more people should get attracted
towards various services provided by the bank.

7. J&K Grameen Bank must take feedbacks of customers regarding various services
provided by the bank.

36
BIBLIOGRAPHY

37
 BIBLIOGRAPHY

REFERENCE BOOKS:

1. Shashi K. Gupta, 2008 Human Resource Management

2. Dale Yoder, 2007 Personnel Management

3. Edwin B. Flippo, 1984 Human Resource Management

4. C.R. KOTHARI., 2004 Research Methodology Methods & techniques

WEBSITES:

1} http://www.google.co.in/search

2} http://en.wikipedia.org/wiki/Research

38
Annexure

39
 QUESTIONNAIRE

Customer satisfaction in J&K Grameen Bank

I Shivani Puri of B.B.A Part-2nd under class roll no 07 Is under taking my summer
internship entitled Customer Satisfaction A case study of J&K Grameen Bank Zonal
office, Jammu for award of B.B.A degree from Govt. S.P.M.R. College of Commerce
affiliated with University of Jammu.
In view of this, I am conducting a survey towards Customer Satisfaction of the J&K
Grameen Bank zonal office.
The contents of this questionnaire are only for academic purposes and information provided
by you will be kept confidential.

Demographic Information:
Name of the customer:_________________, Occupation:_____________________
Age:__________, Sex:_______________, Marital status:_______________________

General Information:
1. How long you have been banking with J&K Grameen Bank:
a) 1 year b) 2 years
c) 3 years d) More than 3 years

2. Reason for choosing J&K Grameen Bank:

a) High rate of interest. b) Easy installments. c) Simple procedures & formalities.
d) Bank provides such deposits scheme that appeal to masses.
e) All of the above. f) Other.

40
 3. Types of facilities availed:
a) Saving bank deposits. b) Term deposit. c) Value added schemes.
d) Current a/c e) All of the above.

4. Do you feel that the procedure to open an account with the bank was difficult:
a) No. b) Cant Say. c) Yes.

5. Are you aware of the following loan services provided by the bank:
a) Home finance b) Education finance c) Automobile finance.
d) Loan for pensioners e) Loan for durable goods. f) Not aware.
If aware, then degree of satisfaction
Pick ( ) 4, 3, 2, 1, and 0 against the appropriate box where 0= Highly dissatisfied, 1=
Dissatisfied , 2= neither satisfied nor dissatisfied, 3= satisfied, 4= Highly Satisfied.

S.No Options 0 1 2 3 4
a) Home finance
b) Education finance
c) Automobile finance
d) Loan for pensioners
e) Loan for durable goods

6. Any type of problem you faced while processing papers of loan:

a) Non- co-operation of staff. b) Inadequate knowledge of employees c) Corruption
d) Too much legal formalities e) All of the above f) Any other.

7. Time taken to clear the cheque:

a) Less than 10 mins. b) 10-20 mins. c) 20-30 mins.
d) More than 30 mins.

8. Do you feel that J&K Grameen bank is technologically up to date;

a) No b) Cant Say c) Yes.

41
 9. Overall Facilities Provided by bank:

Very Bad Bad Average Good Very Good

10. Behavior of Staff:

Pick ( ) 4, 3, 2, 1, and 0 against the appropriate box where 0= Strongly disagree,
1=Disagree, 2= neither disagree nor agree, 3= Agree, 4= Strongly agree.

S.No Options 0 1 2 3 4
a) Treat customer with respect.
b) Promptly follow with respect.
c) Adequate attention on complaints

d) Make effective use of time.

11. Service efficiency is increased due to computerization:

a) No b) Cant say c) Yes

12. In case of complaints response of Branch Head:

a) Immediately looks into the matter b) Take time c) Ignorance
d) Do not accept customers view point e) Any other.

13. Bank provides you with gifts like calendars/ diaries on New Year:
a) No b) Not aware about gifts c) Yes.

Any recommendations/ suggestions:

Thanks for the cooperation

42