01INTRODUCTION 1.1 Back ground of study This project is focused on the research that we conducted to obtain information regarding specific problem or situation that face by selected company. Hence I selected people’s banks to conduct my research. At present, there is the problem in the filed of banking industry. That problem is decreasing the growth rate deposits. Practically I can not cover the whole bank in order to conduct my research regarding above stated problem. So for that I have selected? Badulla district for my research, I used questionnaire as a data collection method. Under methodology, it further discusses. After the next point I described that how the approach of the problem under that it provides the information regarding how I identified problems, samples selection & so on. Then after this project provides so information regarding the limitation & weakness that I faced report it provides the conclusions regarding the overall research. At the analysis part in order to understand the relationship of each variable I have used SPSS soft ware package. 1.2 Importance of research The importance of this research can be classified in to two parties. There are, peoples bank customers From the survey finding people’s bank also can improve there current situation, the reasons I identified as for why Page | 1
Transcript
01 INTRODUCTION
1.1 Back ground of study
This project is focused on the research that we conducted to obtain information regarding specific problem or situation that face by selected company. Hence I selected people’s banks to conduct my research. At present, there is the problem in the filed of banking industry. That problem is decreasing the growth rate deposits. Practically I can not cover the whole bank in order to conduct my research regarding above stated problem. So for that I have selected? Badulla district for my research, I used questionnaire as a data collection method. Under methodology, it further discusses.
After the next point I described that how the approach of the problem under that it provides the information regarding how I identified problems, samples selection & so on. Then after this project provides so information regarding the limitation & weakness that I faced report it provides the conclusions regarding the overall research.
At the analysis part in order to understand the relationship of each variable I have used SPSS soft ware package.
1.2 Importance of research
The importance of this research can be classified in to two parties. There are,
peoples bank customers
From the survey finding people’s bank also can improve there current situation, the reasons I identified as for why deposits are been reduced can analysis by the peoples bank of it self. After that they can improve they current situation by introducing new programmers as per the recommendations that I referred. Further the research identified that peoples bank has lot of limitations when compared to other banks. So to improve their current situation, they can identified in what areas that their can take necessary steps to improve their current situation.
If the peoples bank take necessary steps to improve their current situation, out of that the customers also can get benefits. Then the improvement is happening as per the customers need and wants. This research helps out me in various ways from that I take lot of experience as to how to do a research, how to move with peoples, and expectation of general public towards banking situation. Further I have been able to
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identify how a marketer should address to customers mind in a way that they can retain their customers and so on. The reasons of reducing the growth rate of deposits help me to identifying the banking situation in our country.
1.3 Identify the research problems
The identification of research problems is necessary to have proper identification of information needed. Unless research project is unlikely to have any value in our research identification of research problems was find the reason for decreasing the growth rate of deposits in the view of peoples bank.
In order to identify this problem I discussed with staff in the head office of the peoples bank. As they mentioned to us the total amount of deposits has increased, but the problem was the growth rate of deposits is decreasing when compare to the last year deposits growth rate. This problem is not only effect to the people’s bank, and also all commercial bank such as BOC, commercial, sampath, seylan, HNB, also had to face this situation currently.
According to that they have provided to me (which are secondary data) there was incensement of deposits growth rate about 11.4%in 2007. But when it comes to the 2008, there was only 4.7% amount increases the deposits of peoples bank. This is the major source for identification of my research problem.
1.4 Conceptual frame work
Defining the problem, despite appearances is not easy. Problems can generally be solved in many ways. Identification of research problem will depend on the dependent variables & independent variables. The problem of my research problem “finds the reasons of growth rate of deposits with special reference to the people’s bank”. The research problem l ways becomes depended variable. There fore in my research process depend variable was my research problem. The independent variables are that effect for the formation of research problem in this reasons income of respondents, inflation rate, interest rate, respondents saving habits & image of the bank such variable be classified as an independent variable.
The behavior & nature of those independent variables will make the changes on dependant variable that is research problem.
For gather the information I have conducted a survey method which is systematic collection. Analysis and interpretation of information about some aspect of study, I gather information by using 150 questioners. At last of my survey I was able to understand the nature of the dependant & independent variables.
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In this research the selected area was Badulla district & there were 1128486 deposit holders of peoples bank & based on the customer based of each branch I selected my sample size it limited to the 150 respondents.
Finally the gathered information should be analyzed &interpret in order to have a conclusions & provide the necessary information. For the analysis purpose I used different type of charts & graphs with considering relationship of each variable. And also to have this relationship I used the SPSS soft ware for finalized the results.
1.5 Survey methodology
1.5.1 Questionnaire method
This is the one of the quantitative method which is used to gather the information. Here the object is to set specific questions that responding can answer. And also here information based on the question regarding their behaviors intentions, attitude, awareness, motivation, demographic & life cycle style characteristics. In my, questions help us to identify the saving habits towards the bands image current situation of the bank & every factor that they are considering when saving their money.ihe methods answer Questions such as
Do you have any saving accounts? Why you select that bank account? What are the factors you consider when selecting accounting for savings? Is there any difference between current monthly deposit and past monthly
deposit?
1.5.2. Sample
The research focused only on Badulla District and hopes to get the information from respondents who are representing the Badulla district. As I have no enough time to cover the all district of sri lanka. I had to limit to badulla district .based on those results we came to the conclusion regarding my research problem.
1.5.2.1Selection of sample
In badulla district there are many branches of people’s bank. But there I selected my samples using only 05 branches due to there was lack of time & it makes difficulties to access other area. Identify the saving habits of people. Therefore who have income, school students & children did not consider when I gather information. And this report & all details which are included in here are representing the people who engage with saving task only.
Branches sample sizePage | 3
Muthiyangana Branch 30
Badulla 30
Hali Ela 30
Atampitiya 30
Passara 30
150
1.5.3 The way of analyzing data
The data which are gathered by the questionnaires have to be analyst in order to identify the solution for the research problem. For the analyzing purpose I have used the SPSS method to understand the relationship between the data gathered .Finally, the relationship of the data is shown by charts & graphic.
1.6 Limitation of the research
Time constraints
This is the main limitation that I have to face in conducting research .according to our research problem identification, it is a widely topic. But we have to select only one area to gathered information. Because there was no time and limitation of especially in order to identify the research problems and it is nature had to spend more time.
Respondent’s privacy (unwillingness)
The findings that I found may not be accurate due to respondent’s unwillingness to provide accurate information. They may intestinally provide inaccurate answers to provide socially acceptable answers. Especially when I ask as to how many times they transact with the bank they may hide the reason that they come for pawning, but mentioned the reasons of depositing money.
Sample limitation
In my sample there were only 150 respondents. In here, I could not gather sufficient information regarding the children saving accounts. Decreasing growth rate of deposits in people’s bank in my research problem, to find out the reasons as to why it happened. So I selected badulla district. This I identify as our weakness because I can not cover the entire branches situation in the country.
02 LITERATURE REVIEW
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2.1 Introduction
Literature reviews are written occasionally in the humanities, but mostly in the sciences and social sciences; in experiment and lab reports, they constitute a section of the paper. Sometimes a literature review is written as a paper in itself.
2.2 peoples Bank
2.2.1 Vision & Mission
Our Vision
“To be the Bank of the aspiring People of Sri Lanka: empowering people to become value creating, competitive and self-reliant.”
Our Mission
For our Customers
To take pride in providing an excellent service in the most caring, responsive and professional manner.
For our Owners
To generate benefits for the national economy whilst being independent and commercially viable.
For our Employees
To create opportunities for our employees to benefit from their high performance by becoming value creating, skilled, self confident and professional individuals who are also team players
For Society
To support empowerment and sustainable development by contributing to the upliftment of education, culture and environment island wide.
Harvest Special Savings Account Isuru Udana Sisu Udana YES Jana Jaya Vanitha Vasana Parinatha People's Bank MAX Vandana Guru Setha Suwa Sevana
2.2.2.1.2 Long Products
A comprehensive Housing Loan Scheme - Jaya Nivasa Consumer Durables from Selected Reputed Companies Waidyasiri Loans Suwa Sevana Loan Scheme for Health Sector Employees Guru Setha Loan Scheme for Teachers Big Buy Scheme for Govt. / Corp/ Statutory Board Employees Loan/ Over draft against deposits Videshika - Loan scheme for Employees Abroad Business Loans - Tourism/ Commercial Loans - Vanitha Vasana Swarna Pradeepa
2.2.2.1.3 Current Account
Personal Accounts - Individual Personal Accounts - Joint Business Accounts - Sole Proprietorship/ Partnership/ Limited Liability
MAX" Super Fixed Deposit (Minimum Deposit 250,000/-)
Period Period At Maturity % Monthly %
MAX - 3 36 Months 10.0 9.0
MAX - 4 48 Months 10.5 9.5
MAX - 5 60 Months 12.0 10.5
2.2.3.2 Savings Products
Product NameProposed
Rate %
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Jana Jaya 4.25
Jana Jaya (Minors) 4.75
Vanitha Vasana 4.25
Yes Future Stars Account(Balance up to Rs.24,999/-)
(Balance up to Rs.25, 000/-to Rs.49,999/-)
(If balance is Rs.50,000/- or above)
4.00
5.00
6.00
Guru Setha 4.25
Suwa Sevana 4.25
Isuru Udana 6.00
Sisu Udana 6.00
YES Account (Balance up to Rs.24,999/-)
(If balance is Rs.25,000/- or above, this rate is increased by 1% )
4.00
5.00
Pranama 4.25
ISA 5.00
ISA (Minors) 5.00
Vandana 4.00
Ran Setha 4.00
Senehasa 4.50
Thilina 4.50
Sunami Savings 4.00
Harvest (Balance up to Rs.10,000/-)
Balance Rs.10,000/- & above
4.00
5.00
Swarna Prasada 4.00
All Minors' Savings 5.00
Samurdhi Savings 4.25
Normal Savings 4.00
Parinatha -Balance up to Rs.4,999/-
Balance Over Rs.5,000/- & above
6.00
7.00
Savings (Co-op) 4.75
Non-Branded Savings / Three Wheeler Entrepreneurs Savings 4.00
Extended Savings 4.50
2.2.3.3Up Front Values
Up front values in respect of Negotiable Savings Certificates, Non Transferable Savings Certificates and Certificates of Deposits are as follows:
Phase 3 6 12 24 36 48 60
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Value Months Months Months Months Months Months Months
Rs. 5% 5.25% 6.5% 7% 7.5% 7.5% 7.5%
100000 98766 97443 93897 87720 81633 76924 72728
10000 9877 9745 9390 8772 8164 7693 7273
5000 4939 4873 4695 4386 4082 3847 3637
1000 988 975 939 878 817 770 728
500 494 488 470 439 409 385 364
250 247 244 235 220 204 193 182
100 99 98 94 88 82 77 73
2.2.3.4 Interest rates for Foreign Currency Deposits
.
Savings
Currency Rate % p.a.
US Dollars (US$) 2.25
GB Pounds (GBP) 3.25
Euro (EUR) 2.25
Swiss Frank (CHF) 0.40
Australian Dollars (AUD) 3.00
Singapore Dollars (SGD) 0.50
Canadian Dollars (CAD) 2.00
03 RESEARCH METHODOLOGIES
3.1 Introduction
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Some important factors in research methodology include validity of research data, Ethics and the reliability of measures most of your work is finished by the time you finish the analysis of data.
3.2 Method of data collection
Source of data can be classified in to two. Those are Primary data, Secondary data
Primary data collected through questionnaire & interview customers. To obtains seconray data library material such as books, magazines, company report.
3.3Structure of the questionnaire
The questionnaire is divided into two parts. Those are Personal information & Research information.
There are 10 questions include in the questionnaire to collect the data. Those are
Research information.
3.4 Method of data presentation and analysis
The description statistic techniques were used for data analysis. Statistic techniques were used to discover of summaries the samples.
04 DATA PRESENTATION & ANALYSIS
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4.1 Introduction
This chapter presents the finding & discussion derived from the analysis of data in this study. The data from the questionnaire & the other primary data were used for the analysis.
4.2 Personal information
4.2.1 Gender composition
Table 4.1 Gender composition
NO of customer
Percentage
Male 68 45.33%
Female 82 54.67%
Most customers were male. Table 4.1 shows that, within the sample 68 customers were male. It represents 45.33% of the sample. According to the Table 4.1 there are 82 females. It represents 54.67% of the sample.
Figure 4.1 Gender composition
Male Female0
10
20
30
40
50
60
70
80
90
4.2.2 Age
In the questionnaire age was divided in to five scale .the following table shows the age of customers.
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Table 4.2 Age
Age No of customers Percentage
18-24 Years 11 7.33%
25-30 Years 21 14%
31-40 Years 51 34%
41-50 Years 36 24%
Above 50 Years 31 20.67%
Total 150 100%
Figure 4.1 Age
18-24 Years 25-30 Years 31-40 Years 41-50 Years Above 50 Years
0
10
20
30
40
50
60
Table 4.2 shows that, most of customers age is 41-40 years. It is 51 customers of the sample. It represents 34% of the sample.36 customers are 41-50 years. It percentage value is 24%.11 customers are within 18-24 years. It represents 7.33% of the sample. 14% and 20.67% of customers represent under the age category of 25-30 years and over 50 years.
4.2.3 Civil status
Table 5.3 Civil status
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Figure 4.3 Civil status
Unmarried Married0
10
20
30
40
50
60
70
80
90
100
The following table 4.3 shows civil status of sample. Out of 150 samples, 42%samples were unmarried and 58% of samples were married.
4.2.4 Education Qualification
Table 4.4 Education Qualification
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Civil status Frequency Percentage
Unmarried 63 42%
Married 87 58%
Total 150 100%
Figure 4.4 Education Qualification
Up to year 11 G.C.E. O/L G.C.E. A/L Graduate Other higher qualification
0
10
20
30
40
50
60
70
In the above table presents education qualification. That 02 of samples were found in the category of up to year 11 and 22 found to be G.C.E. O/L. 62 &41 were G.C.E. A/L, graduates respectively. 23 were other higher qualification.
\
4.2.5 Income
Table 4.5 Income
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Education Qualification Frequency Percentage
Up to year 11 02 1.3%G.C.E. O/L 22 14.7%G.C.E. A/L 62 41.3%Graduate 41 27.3%Other higher qualification 23 15.4%Total 150 100%
Income was categories in to four classes. 24.6% customer represents the income below Rs 10000.35.4% & 23.3% customer represents the income range Rs 10000-20000& Rs 20000-30000 respectively. 16.7% represent above Rs 5000.
Based on my 150 samples, 32 respondents represented resonance that are have savings accounts in both people’s bank and other banks. It was 21.33% from the total sample size. Only 48.67% represent the people bank that has saving account in the people’s bank only. It was 73 respondents. This shows us many respondents use the saving accounts equally in other banks & people bank.
Table 4.6
Figure 4.5
49%
30%
21%
Peoples bankOther bankBoth ( people bank& other)
04 If other or both specify the bank?
In this question 46 respondents noted down their saving account have in BOC. It was 30.7% from total amount. The next higher amount was 19.3% that respondent
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No of customers Percentage
Peoples bank 73 48.67%
Other bank 45 30%
Both ( people bank& other) 32 21.33%
belongs to who are having saving accounts in sampath bank. And 22 NSB, This results emphasized us that many of people conduct their transactions most of the have with sampath bank, NSB& BOC.
Table 4.7
No of customer Percentage
HNB 13 8.6%
Commercial 15 10%
Sampath 29 19.3%
Seylan 11 7.3%
HSBC 05 3.3%
NDB 09 6%
NSB 22 14.6%
BOC 46 30.7%
Total 150 10099.8
Figure 4.7
HNB
Commercial
Sampath
Seyla
nHSB
CNDB
NSB BOC05
101520253035404550
03. Types of people’s bank account?
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In the questions I tried to collect the data regarding the people’s bank saving accounts type. That mean questions the respondents who has saving account in the people’s bank, what saving account they selected to deposit their money. Those collected data can be shown as follows;
In here we tried to that what the reasons to select other bank instead of people’s bank. In here I could identify some reasons like, customer service, technology, and quick service. Those of data can be shown as following.
Table 4.9
No of customers
percentage
New technology 05 3.33%Quick service/efficiency 06 4%availability 03 2%Culture / life style 05 3.33%Attractive atmosphere 28 18.68%High competition 43 28.67%Various products 20 13.33%benefits 26 17.33%Customer service 14 9.33%
Figure 4.9
New te
chnology
Quick se
rvice/
efficie
ncy
avail
abilit
y
Culture
/ life
style
Attractive
atmosp
here
High co
mpetition
Various p
roducts
benefi
ts
Customer
servic
e0
5
10
15
20
25
30
35
40
45
50
By considering all information, most of the respondents tend to other banks because of high competition of other banks. A next higher amount is Attractive atmosphere (18.63%)
05.why you select the people’s bank?
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Though my research of responses of respondents, I determine the conclusion regarding the image of people’s bank in their customer’s mind. Many of respondents transact with the people’s bank. View of respondent’s regarding the people’s bank, were different .some of them are as follows;
High government security Availability Culture and style of bank is match for sri lankan Easy to deal with the staff due to no language problems One of the oldest banks in sri lanka Many facilities provider
Nowdays, because o untruthful practices of some private investment institute, people attract in to government banks. This is also because a new reasons for increase the people’s bank in customer’s mind. The trust of the bank has come from since it has
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opened. The factor was high availability. In badulla district there many branches. Whenever customers go out from their home, they can contact with the bank. Bank culture and its style are suitable for any person in sri lanka. Because, staffs who are in people’s bank are very simple and easy to deal.
06. Savings amount per month
We included these questions in order to collect the data regarding the saving amount per month. Collected information is shown as follows;
Table 4.11
No of customers percentage
<2000 50 33.3%
2001-5000 37 24.8%
5001-20000 23 15.3%
20001-50000 26 17.3%
>50001 14 9.3%
total 150 100
Figure 4.11
<2000 2001-5000
5001-20000
20001-50000
>500010
10
20
30
40
50
60
To collect the data relevant to the savings amount I used five savaging amount categories. The majority of the respondents represent the less than 2000 category. It represents 50 respondents & has 33.3% value. Second major category is 2000-5000.it has 24.8% value out of the respondents &it represents 37respondents.third
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category is 5000-20000catergaries.23 respondents are included that and it has 15.3% value.26 respondents relevant to the 20000-50000 categories and it have 17.3% value. More than 50000 categories represents by the minimum respondents.14 respondents are in included above details can be stated that most people that I interviewed to collect data deposit about 2000 per month.
07 Factors that consider when deposit money?
I included this question in order to gather the information regarding the factors that consider when deciding the deposit money. Here I used income, inflation, interest rate & as a habit as the factors. Following graph is provided collected data relevant to that area.
Table 4.12
No of customers
Percentage
Income 67 44.8%
Inflation 20 13.3%
As a habit 28 18.6%
Interest rate 35 23.3%
Figure 4.12
Income Inflation As a habit
Interest rate
01020304050607080
When consider all the respondents, I collected regarding that, income is the main factor that people consider when deciding the deposit money. According to I details it represents44.8% out of the total responses. The second factor is interest rate. Out the total respondents it represents 13.3% value. “As a habit” is the third factor & it is 18.6% value. And also 13.3% value represents the Inflation so the main point is when deciding the deposit money majority of the people consider rate as the main factors.
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08. What is your main purpose of transact with the bank?
Table 4.13
No of customers
Percentage
Saving money 38 25.3%
Withdraw money 52 34.6%
Loans 32 21.5%
Pawning 07 4.6%
Other 21 14%
Figure 4.13
Saving money
Withdraw money
Loans Pawning Other0
10
20
30
40
50
60
Today’s there are more facilities other than saving. Customer can do with banks. But here what I want to measure is amount of people who come to the bank for the saving purpose about 38 respondents came for saving purpose. But many of respondents do the withdrawals than saving. There were respondents which 52 represent the purpose of withdraw. It was32 &28 represents came for the loans advance purposes.
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09. How many time you visit the bank above for reason?
Through this, question I hoped to identify that how many tines he or she visit to bank under 4 purposes. Not only people’s bank respondents, this question I gave to other bank respondents also. Those are shown as following.
Table 4.14
Figure 4.14
Saving money
Withdraw money
Loans Pawning Other0
5
10
15
20
25
30
35
40
Frequency <2Frequency 3 to 5Frequency >6
10 Is there any difference between current monthly deposit & past monthly deposit?
Table 4.15
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Frequency
<2 3 to 5 >6
Saving money 24 12 2
Withdraw money 5 11 36
Loans 28 4 -
Pawning 1 6 -
Other 10 9 3
No of customers Percentage
Yes 96 54%
No 54 36%
Figure 4.15
Yes No0
20
40
60
80
100
120
96 respondents said that there is no difference between their current deposit and past deposit. But 54 respondents said that they change their monthly deposit amount. It is 36%
11. Is it increased or decreased?
As we know current sri lankan economic environment has negative situation specially inflation rate is rapidly increasing there fore the portion for saving by income is also decreasing .in this questions many respondents says that there is a different between the deposit amount with considering to the last year deposits amount .that is a increase for 184 respondents. As a percentage of the sample it is a 56.8%.
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Table 4.16
No of customers
Percentage
Increase 82 54.67%
decrease 68 45.33
Figure 4.16
Increase decrease0
10
20
30
40
50
60
70
80
90
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05 CONCLUSIONS AND RECOMMENDATION
5.1 Conclusions
From this research I found lots of issues as to why the growth rate of deposits are being reduced in the banking system and some other important issues on the depositors has concerned.
Most of the respondents maintain their accounts in at least two types of banks. when considering the people’s bank, most of the respondents have accounts such as ”Jaya Sri”, ”Yes”, ”Wanitha Wasana”, Government security and availability of branches are the main reasons for a person to move towards the other banks. more than half of the respondents deposits amount has been decreased due to reasons such as ,cost of living ,property investments, interest rate and availability of other financial information. One of the salient points that I identified is that’ nearly half of the respondents transact with the bank to withdraw their money.
When analyzing about the monthly depositing amount, majority of the respondents deposits an amount below Rs.20000 and such amount get varied for reasons such as, monthly income, inflation, and interest rate .at the end, people’s bank should increase their performances in areas such as use of technological tings, customer service, product customization & service efficiency. In which the bank can increase the growth of rate.
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5.2 Recommendation
After finalized the all information I gathered, pointed out there is a law growth rate in the saving amount& saving habits, in order to overcome this situation following things can be recommended for increase the saving habits of customer in peoples bank.
Quick service & customer care;
Staff in bank should offer the quick & efficiency service to the customers. And staff should know validity of good customer care & they should aware of its benefits. Well trained staff will ensure that customers are dealt with correctly. All staff should be reminded greeting customer politely. This will promote a positive experience as customer will have a good first impression. And also staff should be well trained, polite, smart appearance & able to build a good rapport with customers. All transaction should be quick so that minimized the queue. Because, most of time as I can see in the bank. There is a long queue. That elicits that less efficiency of process. Today business environment & life of people become very busy. Therefore, customers are dislike to have inefficiency service. Bank should get effort to provide quick & high customer service, so that retain existing customers & abstract new customers.
Increase the use of new technology to customer;
With considering to the other banks people’s bank also engages in new & high technology. For instance, they also have online payment & deposits system. But the problem here is their customers are not aware that bank has superior technology. Therefore bank should promote their service with highlighting use of new technology. And also palm top banking will increase the customer convinces
Increased the amount of ATM island wide
The Automatic Tailor Machines are situated only each branch of peoples’ bank. Due to this reason customer do not nor have 24/7 service within the bank. And there is a long queue near the ATM because.
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Increase the high competition
There should be a high competition within the any organization. Then only they can win the market & their objectives. But with consideration of completion level of peoples bank, their in low level, when compare to other banks. Peoples bank should increase their completion within the bank industry. Then they can offer the high & quality service to their customers. And also these amount of savings accounts do not sufficient enough for face the current situation. So they should introduce &promote new & existing saving accounts & their benefits.
Attractive & physical atmosphere
The external & internal physical environment of bank should be very attractive. When customers are coming to bank, there should be a situation to refresh their mind with entering in to the bank. Such situation will make calm & relax environment to the busy customers.
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Questionnaire
PART 01
Personnel Details
1. Gender
Male Female
2. Age
18-24 Years
25-30 Years
31-40 Years
41-50 Years
Above 50 Years
3. Education Qualification
4. Monthly income
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Up to year 11
G.C.E. O/L
G.C.E. A/L
Graduate
Other higher qualification
Below Rs 10000
Rs 10000-20000
Rs 20000-30000
Above Rs 300000
PART 02
Research Information
5. Do you have any savings accounts?
Peoples bank
Other bank
6. If other or both specify the bank?
HNB
Commercial
Sampath
Seylan
HSBC
NDB
NSB
BOC
7. Types of people’s bank account?
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YES
Wanitha Wasana
Jana Jaya
Parinatha
Fixed Deposit
Current Account
8 Why you select that bank account?
New technology
Quick service/efficiency
availability
Culture / life style
Attractive atmosphere
High competition
Various products
benefits
Customer service
9 Why you select the people’s bank?
Government security
Interest rate
Trust
Attitudes
Availability
Culture
language
10 Savings amount per month
<2000
2001-5000
5001-20000
20001-50000
>50001
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11 Factors that consider when deposit money?
Income
Inflation
As a habit
Interest rate
12. What is your main purpose of transact with the bank?
Saving money
Withdraw money
Loans
Pawning
Other
13. How many time you visit the bank above for reason?
Day <2
Days 3 to 5
Days >6
14 Is there any difference between current monthly deposit & past monthly deposit?
