ADIL KHAN SBI.doc

8/10/2019 ADIL KHAN SBI.doc

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A PROJECT REPORT

ON

A STUDY ON CUSTOMER SATISFACTION OF SBI

Submitted in partial fulfillment of requirement for the degreeof

MBA-I SEM.

IN

MARKETING/ FINANCE/ HUMAN RESOURCES

UNDER THE SUPERVISION OF SUBMITTED BY

MR. ANIL VISHWAKARMA AADIL KHAN

TO

DEPARMTNE OF MANAGEMENT STUDIES

SWAMI VIVEKANAND UNIVERSITY, SAGAR (M.P.)

DECEMBER 2!"


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CERTIFICATE

This is to certify that Report entitled A STUDY ON CUSTOMER

SATISFACTION ON SBI which is submitted by AADIL KHAN in partial

fulfillment of the requirement for the award of degree MBA. from SVN ni!ersity

Sagar is a record of the candidate own wor" carried out my Super!ision. The matter

embodied in this report is original has not been submitted for the award of any other

degree

#ate Mentor Name

AADIL KHAN$


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DECLERATION

This is to certify that Report ent!t"e# A STUDY ON CUSTOMER

SATISFACTION ON SBI which is submitted by me in partial fulfillment of

the requirement for the award of degree MBA from SVN ni!ersity Sagar

%omprises only my original wor" and due ac"nowledgement has been made in

the te&t to all other material used.

NAM' () T*' ST#'NT

A++R(V,'# B- ( AADIL KHAN)

............................................

*.(.# / #'AN $

S0AM, V,V'1ANAN# N,V'RS,T- SA2AR


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PREFACE

+reparing a pro3ect of this nature is an arduous tas" and , was fortunate

enough to get support from a large number o persons. , wish to e&press my deep

sense of gratitude to all those who generously helped in successful completion

of this report by sharing their in!aluable time and "nowledge.

,t is my proud and pri!ilege to e&press my deep regards to Respected

*(# #r. +ramesh 2autam4 *ead of #epartment of Business Management4

S0AM, V,V'1ANAN# N,V'RS,T- SA2AR for allowing me to underta"e

this pro3ect., feel e&tremely e&hilarated to ha!e completed this pro3ect under the able

and inspiring guidance of Miss +riyan"a chourasia he rendered me all possible

help me guidance while re!iewing the manuscript in finali5ing the report.

, also e&tend my deep regards to my teachers 4 family members 4 friends

and all those whose encouragement has infused courage in me to complete to

wor" successfully.

AADIL KHAN

MBA I SEM.


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ACKNOWLEDGEMENT

+reparing a pro3ect of this nature is an arduous tas" and , was fortunate

enough to get support from a large number o persons. , wish to e&press my deep

sense of gratitude to all those who generously helped in successful completion

of this report by sharing their in!aluable time and "nowledge.

,t is my proud and pri!ilege to e&press my deep regards to Respected4

*ead of #epartment #r.+ramesh 2autam4 #epartment of Business Management4 S0AM, V,V'1ANAN# N,V'RS,T- SA2AR for allowing me to

underta"e this pro3ect.

, feel e&tremely e&hilarated to ha!e completed this pro3ect under the able

and inspiring guidance of *e rendered me all possible help me guidance while

re!iewing the manuscript in finali5ing the report.

, also e&tend my deep regards to my teachers4 family members 4 friendsand all those whose encouragement has infused courage in me to complete to

wor" successfully.

AADIL KHAN

MBA I SEM.


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CONTENTS

S.NO. PAGE

COVER PAGE

PREFACE

DECLARATION

CERTIFICATE

CHAPTER -! INTRODUCTION

HISTORY

AWARDS

RECORINISED BANKCHAPTER-2 RATIONALE OF THE STUDY

SCOPE OF THE WORK

CHAPTER-# OBJECTIVE OF THE STUDY

CHAPTER-" LITERATURE REVIEW

CHAPTER-$ RESEARCH METHODOLOGY

CHAPTER-% DATA INTERPETATION

CHAPTER-& RESULT AND FINDINDS

CHAPTER-' LIMITATION

CHAPTER- SUGGESTION

CHAPTER-! CONCLUSION

BIBLIOGRAPHY

UESTIONNAIRE


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INTRODUCTION

STATE BANK OF INDIA

The origin of the S*+* B+ 0 I1+goes bac" to the first decade of the nineteenth century

with the establishment of the Ban" of %alcutta in %alcutta on 6 7une 89:;. Three years later

the ban" recei!ed its charter and was re April 89?:$ and the Ban" of Madras 8

7uly 89?@$ followed the Ban" of Bengal. These three ban"s remained at the ape& of modern

ban"ing in ,ndia till their amalgamation as the ,mperial Ban" of ,ndia on 6 7anuary 8=68.

+rimarily Anglo


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E5*+64578*

The establishment of the Ban" of Bengal mar"ed the ad!ent of limited liability4 3oint


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B:555

The business of the ban"s was initially confined to discounting of bills of e&change or other

negotiable pri!ate securities4 "eeping cash accounts and recei!ing deposits and issuing and

circulating cash notes. Coans were restricted to Rs.one la"h and the period of accommodation

confined to three months only. The security for such loans was public securities4 commonly

called %ompanys +aper4 bullion4 treasure4 plate4 3ewels4 or goods not of a perishable nature

and no interest could be charged beyond a rate of twel!e per cent. Coans against goods li"e

opium4 indigo4 salt woollens4 cotton4 cotton piece goods4 mule twist and sil" goods were also

granted but such finance by way of cash credits gained momentum only from the third decade

of the nineteenth century. All commodities4 including tea4 sugar and 3ute4 which began to be

financed later4 were either pledged or hypothecated to the ban". #emand promissory notes

were signed by the borrower in fa!our of the guarantor4 which was in turn endorsed to the

ban". Cending against shares of the ban"s or on the mortgage of houses4 land or other real

property was4 howe!er4 forbidden.

,ndians were the principal borrowers against deposit of %ompanys paper4 while the business

of discounts on pri!ate as well as salary bills was almost the e&clusi!e monopoly of

indi!iduals 'uropeans and their partnership firms. But the main function of the three ban"s4

as far as the go!ernment was concerned4 was to help the latter raise loans from time to time

and also pro!ide a degree of stability to the prices of go!ernment securities.

O41 B+ 0 B3+4

M+


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A ma3or change in the conditions of operation of the Ban"s of Bengal4 Bombay and Madras

occurred after 89;:. 0ith the passing of the +aper %urrency Act of 89;84 the right of note

issue of the presidency ban"s was abolished and the 2o!ernment of ,ndia assumed from 8

March 89;6 the sole power of issuing paper currency within British ,ndia. The tas" of

management and circulation of the new currency notes was conferred on the presidency

ban"s and the 2o!ernment undertoo" to transfer the Treasury balances to the ban"s at places

where the ban"s would open branches. None of the three ban"s had till then any branches

e&cept the sole attempt and that too a short


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balances promised to the presidency ban"s at only their head offices were to be lodged. The

2o!ernment could lend to the presidency ban"s from such Reser!e Treasuries but the latter

could loo" upon them more as a fa!our than as a right.

B+ 0 M+19+5

The decision of the 2o!ernment to "eep the surplus balances in Reser!e Treasuries outside

the normal control of the presidency ban"s and the connected decision not to guarantee

minimum go!ernment balances at new places where branches were to be opened effecti!ely

chec"ed the growth of new branches after 89;. The pace of e&pansion witnessed in the

pre!ious decade fell sharply although4 in the case of the Ban" of Madras4 it continued on amodest scale as the profits of that ban" were mainly deri!ed from trade dispersed among a

number of port towns and inland centres of the presidency.

,ndia witnessed rapid commercialisation in the last quarter of the nineteenth century as its

railway networ" e&panded to co!er all the ma3or regions of the country. New irrigation

networ"s in Madras4 +un3ab and Sind accelerated the process of con!ersion of subsistence

crops into cash crops4 a portion of which found its way into the foreign mar"ets. Tea and

coffee plantations transformed large areas of the eastern Terais4 the hills of Assam and the

Nilgiris into regions of estate agriculture par e&cellence. All these resulted in the e&pansion of

,ndias international trade more than si&


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e&cluded from any business in!ol!ing foreign e&change. Not only was such business

considered ris"y for these ban"s4 which held go!ernment deposits4 it was also feared that

these ban"s en3oying go!ernment patronage would offer unfair competition to the e&change

ban"s which had by then arri!ed in ,ndia. This e&clusion continued till the creation of the

Reser!e Ban" of ,ndia in 8=@>.

B+ 0 B86+>

P951=> B+5 0 B3+4

The +residency Ban"s of Bengal4 Bombay and Madras with their : branches were merged in

8=68 to form the ,mperial Ban" of ,ndia. The triad had been transformed into a monolith and

a giant among ,ndian commercial ban"s had emerged. The new ban" too" on the triple role of

a commercial ban"4 a ban"ers ban" and a ban"er to the go!ernment.

But this creation was preceded by years of deliberations on the need for a State Ban" of

,ndia. 0hat e!entually emerged was a half

ended the quasi


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against authorised securities. The management of the ban" clearing houses also continued

with it at many places where the Reser!e Ban" did not ha!e offices. The ban" was also the

biggest tendered at the Treasury bill auctions conducted by the Reser!e Ban" on behalf of the

2o!ernment.

The establishment of the Reser!e Ban" simultaneously saw important amendments being

made to the constitution of the ,mperial Ban" con!erting it into a purely commercial ban".

The earlier restrictions on its business were remo!ed and the ban" was permitted to underta"e

foreign e&change business and e&ecutor and trustee business for the first time.

I8;9+4 B+

The ,mperial Ban" during the three and a half decades of its e&istence recorded an impressi!e

growth in terms of offices4 reser!es4 deposits4 in!estments and ad!ances4 the increases in

some cases amounting to more than si&


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S*+8; 0 I8;9+4 B+ 0 I1+

0hen ,ndia attained freedom4 the ,mperial Ban" had a capital base including reser!es$ of

Rs.88.9> crores4 deposits and ad!ances of Rs.6>.8? crores and Rs.6.=? crores respecti!ely

and a networ" of 86 branches and more than 6:: sub offices e&tending all o!er the country.

F95* F? Y+9 P4+

,n 8=>84 when the )irst )i!e -ear +lan was launched4 the de!elopment of rural ,ndia was

gi!en the highest priority. The commercial ban"s of the country including the ,mperial Ban"

of ,ndia had till then confined their operations to the urban sector and were not equipped to

respond to the emergent needs of economic regeneration of the rural areas. ,n order4

therefore4 to ser!e the economy in general and the rural sector in particular4 the All ,ndia

Rural %redit Sur!ey %ommittee recommended the creation of a state> and the State Ban" of ,ndia was constituted on 8 7uly 8=>>. More than a quarter of the

resources of the ,ndian ban"ing system thus passed under the direct control of the State.

Cater4 the State Ban" of ,ndia Subsidiary Ban"s$ Act was passed in 8=>=4 enabling the State

Ban" of ,ndia to ta"e o!er eight former State


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ban"ing because we touch the li!es of people anywhere in many ways. SB, commitment to

nation6=: ATMs on the ATM Networ". These ATMs are located in

868 centers spread across the length and breadth of the country4 thereby creating a truly

national networ" of ATMs with an unparalleled reach. Value added ser!ices li"e ATM locator4

payment of fees for college students4 multilingual screens4 !oice o!er and drawl of cash

ad!ance by SB, credit card holders ha!e been introduced.

INTERNET BANKING (INB)@ This on branches4

co!ering >>> centers are e&tending ,NB ser!ice to their customers. All functionalities other

than %ash and %learing ha!e been e&tended to indi!idual retail customers. A separate ,nternet

Ban"ing Module for %orporate customers has been launched and a!ailable at 8@:> branches.

Bul" upload of data for %orporate4 ,nter


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SEFT@ SB, has launched the Special 'lectronic )und Transfer S')T$ Scheme of RB,4 to

facilitate efficient and e&peditious ,nter


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SB, has bagged

the awards for

IMost +referred

Ban"J and IMostpreferred brandJ

for home Coan inCNBC A++

%onsumer

Awards in

August 6::

SBI is placedat 70th in Top1000 BanksSurvey byBankerMagazine, July007, !up "ro#107 last year$

SBI is placedat 70th in Top1000 Banks

Survey byBankerMagazine, July007, !up "ro#107 last year$

SBI ranked %thin the&cono#ics

Ti#es Market'ap (ist, !up"ro# )0 lastyear$

SBI ranked %thin the

&cono#icsTi#es Market'ap (ist, !up"ro# )0 lastyear$

Today, SBI*SBI'+ is the-o.1

syndicator o"do#estic debtin AsiaPacifcREGION.

Today, SBI*SBI'+ is the-o.1

syndicator o"do#estic debtin AsiaPacifcREGION.

-o.1 in#ergers /

+cuisitioneals !21eals o" 3S 415.6bn$

.

-o.1 in#ergers /

+cuisitioneals !21eals o" 3S 415.6bn$

.

The onlyIndian Bank

to nd aplace in theFortuneGlobal )00(ist


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SBI is No 1provider oAGRIFinance andNo. 1 inredit!in"in# oRs $.%& lacs

S'GS

SBI is No 1provider oAGRIFinance andNo. 1 inredit!in"in# oRs $.%& lacsS'GS

SBI is #arket(eader innancingSSIs 8ith a#arket shareo" 59

SBI is #arket(eader innancingSSIs 8ith a#arket shareo" 59

Readersdi#est (a)*+ GoldenA,ard orbein#a-on# tet,o -ost

trustedban"s inIndia

Readersdi#est (a)*+ GoldenA,ard orbein#a-on# tet,o -osttrusted

ban"s inIndia

p gradation of

ratings by citi

groupG Morgan

Stanley

MoodysDs S/+

p gradation of

ratings by citi

groupG Morgan

Stanley

MoodysDs S/+

@rd in the

E=8=

T85 brand

'quity Ran"ing

Top >: most

trusted ser!ice

brands in the

ser!ice sector

@rd in the

E=8=

T85 brand

'quity Ran"ing

Top >: most

trusted ser!ice

brands in the

ser!ice sector

B:555

S*+1+91 7+5

A+911 the

Best Ban"er of

the -ear Award

to Shri (.+.Bhatt

for his initiati!e

to reenergi5e theBan"

B:555

S*+1+91 7+5

A+911 the

Best Ban"er of

the -ear Award

to Shri (.+.Bhatt

for his initiati!e

to reenergi5e the

Ban"


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NN IBNnet8ork 16 hasselected shri.:..Bhatt asIndian o" the ;earBusiness 007"or sho8ing ho8

a public sectorbehe#oth can


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RATIONAL OF THE STUDY

The study is global in scope4 since many of the ris"s in!ol!ed are global or regional in nature.

)or this study4 stress is defined as a situation where pri!ate sector proponents ha!e e&ited4 or

are contemplating e&it from a pro3ect. ,nformation on stress was deri!ed from the 0orld

Ban"s +ri!ate +articipation in ,nfrastructure ++,$ dataset4 which was used as the source for

much of the data used in the estimation. This global dataset contains pro3ect


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OBJECTIVE OF STUDY

The main ob3ecti!e of this pro3ect is concerned with getting the opinion of people

regarding mutual funds and what they feel about a!ailing the ser!ices of financial

ad!isors.

, ha!e tried to e&plore the general opinion about mutual funds. ,t also co!ers whyG why

not in!estors are a!ailing the ser!ices of financial ad!isors.

Along with it a brief introduction to ,ndiaDs largest financial intermediary4 SB, has been

gi!en and it is shown that how they operate in mutual fund department


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LITERATURE REVIEW

LITERATURE REVIEW-

%ustomer satisfaction is an important theoretical as well as practical issue for most mar"eters

and consumer researchers 8:$. %ustomer satisfaction can be considered the essence of

success in todayDs highly competiti!e world of business. Thus the significance of customer

satisfaction and customer retention in strategy de!elopment for a mar"et oriented and

customer focused firm can not be o!erstated. %onsequently4 customer satisfaction is

increasingly becoming a corporate goal as more and more companies stri!e for quality intheir product and ser!ices 88$. %ustomer satisfaction is the feeling or attitude of a customer

towards a product or ser!ices after it has been used and is generally described as a full

meeting of oneDs e&pectations 86$. %ustomer satisfaction is a ma3or outcome of mar"eting

acti!ity whereby it ser!es as a lin" between the !arious stages of consumer buying beha!ior.

)or instance4 if customers are satisfied with particular ser!ice offering after its use4 then they

are li"ely to engage in repeat purchase and try line e&tensions 8@$.A study conducted by

Ce!esque and Mc#ougall 8?$ confirmed and reinforced the idea that unsatisfactory customer

ser!ice leads to a drop in customer satisfaction and willingness to recommend the ser!ice to a

friend. This would in turn lead to an increase in the rate of switching by customers.

There can be potentially many antecedents of customer satisfaction as the dimensions

underlying satisfaction 3udgment are global rather than specific 8>$. *owe!er4 some argue

that customers de!elop norms for product performance based on general product e&periences4

and these4 rather than e&pectations from a brandDs performance4 determine the confirmation

Gdisconfirmation process 8;$. More recent wor" has argued that in addition to the cogniti!e

components4 satisfaction 3udgments are also dependent upon affecti!e components as both

coe&ist and ma"e independent contributions to the satisfaction 3udgments 8$.

Researchers ha!e established some of the "ey antecedents of customer satisfaction in retail

ban"ing with respect to customer satisfaction in the competiti!e world of business as well as

the "ey antecedents to the formation of o!erall customer satisfaction 89$. The bottom line is

that organi5ations will always be attenti!e to ma&imi5ing profits and their success will be

determined by how they manage customer relationships. Mar"eting has ta"en some initial


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steps to place the customer at the center of its efforts4 such as information sharing in customer

ser!ice channels4 sales force automation and target mar"et segmentation. %ustomer

profitability management requires a multi


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RESEARCH METHODOLOGY

According to 2reen and Tall IA research design is the specification of the methods and

procedures for acquiring the information needed. ,t is the o!erall operational pattern or

framewor" of the pro3ect that stipulates which information is to be collected4 from where it is

to be collected and by what proceduresJ

This research process based on primary data analysis and secondary data analysis will be

clearly defined to meet the ob3ecti!es of the study.

, chose the primary sources to get the data. A questionnaire was designed in

accordance with our mentor in Shirts. , chose a sample of about @: corporate

customers

, collected some data from the secondary sources li"e published %ompany documents4

internet etc.

R5+9=7 D53

IA research design is the arrangement of conditions for collections and analysis of data in a

manner that aims to combine rele!ance to the research purpose with economy in proceduresJ.

,t is a descripti!e cross sectional design .,t is the conceptual structure with in which research

is conductedK it constitutes the blueprint for the collection4 measurement and analysis of data.

,t is needed because it facilitates the smooth sailing of the !arious research operations4

thereby ma"ing research as efficient as possible yielding ma&imal information with minimal

e&penditure of effort4 time and money.

,n the preliminary stage4 my research stage constituted of e&ploratory study by which it is

clear that the e&istence of the problem is ob!ious .So4 , can directly head for the conclusi!eresearch.

S+8;43 P4+

ISampling planJ is a distinct phase of research process. ,n this stage , ha!e to determine who

is to be sampled4 how large should be the needed sample and how sampling unit is to be

selected.

P;:4+*

,n my research4 , ha!e defined my population as a complete set of customers of Sagar %ity.

S+8;4 S:9?>


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As compared to census study4 a sample study has been conducted by us because ofE

0ide range of population4 it was impossible to co!er the whole population

Time and money constraints.

S+8;4 U*,n this sur!ey , too" the list of customers from the dealers of Shirts

S+8;43 T=7:

Sampling technique implies the method of choosing the sample items4 the two methods of

selecting sample areE

+robability method.

Non people

attempted all the questions. (ther ;> not in!esting in M)s attempted only 6 questions.

. S+8;4 D53

#ata has been presented with the help of bar graph4 pie charts4 line graphs etc.


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DATA INTERPRETATION

D839+;7= ;904 0 *7 =:5*895

T+64 "."(+) D839+;7=5

8. 2ender

Male ;=.=H

)emale @:.8H

2raph ?.?a$

,NT'R+R'TAT,(N


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Table ?.?b$ < Marital status

Married $.'

nmarried "'.$

(ther .&

2raph ?.?b$

,NT'R+R'TAT,(N< There are >:.9H married and ?9.>H unmarried respondent in my study.

Table ?.?c$


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Rs8::::


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?>> years 88.=H

Abo!e >> years ?.>H

2raph ?.?d$

,NT'R+R'TAT,(N< There is @6.9H4 6.:H4 [email protected].=H4?.>H respondent whose age are

below 6> years46> years4@> years4?>> years and abo!e >> years respecti!ely.


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Table ?.?e$


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2raph ?.?f$

,NT'R+R'TAT,(N< There are ?.=H4 ?>.;H4 6>.6H4 8.;H4 66.H respondent whose

occupation is *ome ma"er4 ser!ice self employed4 retired and student respecti!ely in my

study.

Table 9a$


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S+*50+=* 4?45 N:869 0 =:5*89 ;9=*+3

#issatisfied 6>H

Satisfied >:H

Mi&ed 6>H

2raph 9a$

,NT'R+R'TAT,(N< There are 6>H4 >:H and 6>H respondent who is #issatisfied4 satisfied

and mi&ed respecti!ely in SB,.

Table 9b$HSatisfied ?:H


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Mi&ed 6>H

2raph 9b$

,NT'R+R'TAT,(N< There are @>H4 ?:H4 6>H customers who is #issatisfied4 Satisfied and

mi&ed respecti!ely from the ser!ice of +un3ab National Ban".

Table 9c$


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2raph 9d$

,NT'R+R'TAT,(N< There are >.9H4 ;.?H and 8.;H customers of ,%,%, ban" who is

#issatisfied4 Satisfied and mi&ed respecti!ely by the ser!ice pro!ided by the ban". 0e can

say that the customer satisfaction in the ,%,%, ban" is much.

Table 9e$


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2raph 9e$

,NT'R+R'TAT,(N< There are 8;.;H4 ;@.@H4 and 6:.:H customers from *#)% ban" who

is #issatisfied4 Satisfied and mi&ed respecti!ely by the ser!ice of the ban".

Table 9f$


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2raph 9f$

,NT'R+R'TAT,(N< There is all o!er 6@.:H4 >=.:H and 89.:H customers from the ,ndian

ban"s who are dissatisfied4 satisfied and mi&ed respecti!ely by the ser!ice of ban"s.

The abo!e interpretation shows that the customer satisfaction le!el in +ri!ate sector ban"s ismuch compared to +ublic sector ban"s.

RESULT AND FINDINGS

At the sur!ey conducted upon 6:: people4 8@> are already mutual fund in!estors or are

interested to in!est in future and the remaining ;> are not interested in it. So there is


38/45

enough scope for the ad!isors to con!ert those ;> participants into in!estors through their

con!incing power and great communication s"ills.

Now4 when those ;> people were as"ed about the reason of not in!esting in mutual funds4

then most of the people held their ignorance responsible for that. They lac"ed "nowledge

and information about the mutual funds. 0hereas 3ust 8: people en3oyed in!esting in

other option. )or 89 people4 the benefits arousing from these in!estments were not

enough to dri!e them for in!estment in M)s and 86 people e&pressed no trust o!er the

fund managersD decision. Again the financial ad!isors can tap upon these people by

educating them about mutual funds.

(ut of the 8@> persons who already ha!e in!ested in mutual fundsG are interested to

in!est4 only 89H ha!e sound "nowledge of M)s4 @?H people are aware of only the

schemes in which they ha!e in!ested. 6H possess partial "nowledge whereas 68H

stands nowhere in "nowledge about M)s.

@@ participants buy forms directly from the AM%s4 69 from bro"ers only4 >> from bro"ers

and sub


39/45

fa!ored portfolio re!iew and in!estment recommendation4 followed by planning to

achie!e long term goals4 managing assets in retirement and access to specialists in area

such as ta& planning.

?6 participants regarded asset allocation as the ma3or reason for going for financial

ad!isors. @ of them needed them to e&plain them the !arious in!estment options

a!ailable.@@ of them wanted to ma"e sure that they were sa!ing enough to meet their

financial goals. 0hile 3ust 6@ ga!e the reason< lac" of time.

0hen as"ed about one reason for not a!ailing the ser!ices of financial ad!isors4 about >@

of them pointed the ad!isors as e&pensi!e. ?@ of them wished to be in control of their own

assets.68 of them said that they find it difficult to get trustworthy ad!isors. 0hereas 89 of

them said they ha!e access to all the necessary resources required.

LIMITATION

Time limitation.

Research has been done only at Sagar .


40/45

Some of the persons were not so responsi!e.

+ossibility of error in data collection.

SUGGESTION

The most !ital problem spotted is of ignorance. ,n!estors should be made aware of the

benefits. Nobody will in!est until and unless he is fully con!inced. ,n!estors should be

made to reali5e that ignorance is no longer bliss and what they are losing by not in!esting.


41/45

Mutual funds offer a lot of benefit which no other single option could offer. But most of

the people are not e!en aware of what actually a mutual fund isL They only see it as 3ust

another in!estment option. So the ad!isors should try to change their mindsets. Thead!isors should target for more and more young in!estors. -oung in!estors as well as

persons at the height of their career would li"e to go for ad!isors due to lac" of e&pertise

and time.

The ad!isors may try to highlight some of the !alue added benefits of M)s such as ta&

benefit4 rupee cost a!eraging4 and systematic transfer plan4 rebalancing etc. these benefits

are not offered by other options singlehandedly. So these are enough to dri!e the in!estors

towards mutual funds. ,n!estors could also try to increase the spectrum of ser!ices

offered.

Now the most important reason for not a!ailing the ser!ices of ad!isors was spotted was

being e&pensi!e. The ad!isors should try to charge a nominal fee at the beginning. But if

not possible then they could go for offering more ser!ices and benefits at the e&isting rate.

They should also maintain their decency and follow the code of ethics so that the

in!estors could trust upon them. Thus the ad!isors should try to attract more and more

persons and turn them into in!estors and finally their clients.

CONCLUSION

'!ery person does not ha!e all s"ills. Some are good at someplace but fail at another place.

So we do wor" in area where we ha!e core competence.


42/45


43/45

www.mutualfundsindia.com

www.!alueresearchonline.com

www.moneycontrol.com

www.morningstar.com

www.yahoofinance.com

www.SB,.com

www.rediffmoney.com

J:9+45 O*79 R09=5

The 'conomic Times

Business Standard

The Telegraph

Business ,ndia

)act sheet and statements of !arious fund houses.

UESTIONNAIRE

Name of %ustomer Mobile No.

Name of the ban" and type of account

+lease answer the questions and tic" at the place that matches your opinion.A$ Mobile Ban"ing b$ Tele Ban"ing.
http://www.mutualfundsindia.com/http://www.valueresearchonline.com/http://www.moneycontrol.com/http://www.morningstar.com/http://www.yahoofinance.com/http://www.rediffmoney.com/http://www.mutualfundsindia.com/http://www.valueresearchonline.com/http://www.moneycontrol.com/http://www.morningstar.com/http://www.yahoofinance.com/http://www.rediffmoney.com/


44/45

*ow would you describe your !iews about %ustomer Ser!ice Representati!esL +lease tic" in

The appropriate column.

8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied$4 specify

the Reason if not using the ser!ice

%all answering time

)lawlessGcorrect operations.

nderstanding and replying queries correctly

%ommunication s"illsGpositi!e approach

2eneral assessment about the ser!ice

B9+=7 B+3

*ow would you describe your !iews about Branch Ban"ingL +lease tic" in the appropriate

column.

8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied$

B7+?9 0 *7 5*+00

Time ta"en to process the transaction

W93 H:952eneral assessment about the ser!ices pro!ided by the branch

I*9* B+3

*ow would you describe your !iews about ,nternet Ban"ing ser!icesL +lease tic" in the

appropriate column.

8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied$4 specify

the reason if not using the ser!ice.

+age setupGMenu flow

'ase of useGna!igation

Speed of page loading

Variety of transactionsG9+4 +55558* +6:* *7 59?=

ATM Ban"ing

*ow would you describe your !iews about ATM Ban"ing ser!icesL +lease tic" in the

appropriate column.

8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied.

R+5 0 * :53 *7 59?=

ATM networ" distribution

%ontinuous ser!ice

Variety of transactions

'asy of screen use

2eneral assessment about the ser!ice

T7 ?9+44 ;9= 0 =:5*89 9+31 098 31 * 5+*50+=*9> 74 ;3 +

+==:* +> 0 0? 6+5

Scale 8


45/45

Cess than Rs8:::: Rs8:::: years ?>> years

Abo!e >> years

>. 'ducation

Secondary *igher secondary

ndergraduate 2raduate

+ost 2raduate

;. (ccupation

*ome ma"er Ser!ice

Self employed Retired

Students

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