“Comparative study of Customer Perception :Cooperative Bank & SBOP"

An Effort By : Butta SinghRoll No. 5871MBA-II ‘C’

School Of Management Studies, Patiala

Summer Training Project

Punjab State Cooperative Bank: 1949Branches: 19Divisional Offices: 1. Amritsar 2. Jalandhar 3. Bathinda Patiala Central Cooperative Bank Ltd.Branches: 43

Services:Different types of loans for rural, agriculture,

commercial finance

State Bank Of PatialaAssociate Bank of State Bank of India established in 1917Maharaja Bhupinder SinghBranches: About 750 in India

Services include:1.Personal Banking2.Agricultural & Rural Banking

Project: Comparative study of Customer Perception of Cooperative Bank & SBOP

Review of LiteratureRationale of the Study: Banking operations

are increasingly becoming customer oriented.

Objectives of the Study To have a comparison of the customer

perception of the both banks. To compare different factors influencing

customer perceptionTo understand the motivational factors while

going for banking service.To study the influence of image or brand on

customers.

Research Methodology1. Research Design: Exploratory and Descriptive

2. Sampling Design:a. Sample: Customers visiting to banksb. Sample Size: 50 samples from Cooperative

Bank & 50 samples from SBOP. Total 100 in number.

c. Sampling Technique: Convenience Sampling

Continued…3. Data Collection: a. Primary Data b. Secondary Data

4. Analysis Techniques: Questionnaires having alternate choices

have been analyzed by taking percentage and using Likert scale.

5. Scope of the study

Data Analysis1. Demographic Analysis based on Occupation

0

0.2

0.4

0.6

Farmer Businessman

Salaried Employee

Other

Cooperative 0.54 0.2 0.24 0.02

SBOP 0.38 0.32 0.26 0.04

2. Information Source of the schemes and services of the bank

0%10%20%30%40%50%60%

Personal Visit

Advertisement

Word of Mouth

Other

Cooperative 56% 14% 26% 4%

SBOP 42% 30% 22% 6%

3. Type of Rate of Interest Preferred

0%10%20%30%40%50%60%70%

Yearly Half Yearly MonthlyCooperative 6% 50% 44%

SBOP 0 38% 62%

4. Appreciation by bank for being a good customer

0%

20%

40%

60%

80%

Yes NoCooperative 36% 64%

SBOP 74% 26%

5. Customer differ in his perception for a Govt. Bank & Private Bank

0%10%20%30%40%50%

Strongly Disagree

Somewhat Disagree

Neutral Somewhat Agree

Strongly Agree

Cooperative 0% 12% 34% 46% 8%

SBOP 0% 16% 30% 42% 12%

Sr. No

Basis of Comparison SCORES

Cooperative SBOP

1. Schemes Offered 193 1862. Rate of Interest 177 1863. Loan Passing & repayment 182 1794. Flexibility of Schemes 158 1705. Transparency 154 1706. Number of Staff 118 1947. Customer Dealing 149 1798. Bank Environment 123 2029. Advertisement 119 19410. Bank Image 153 182

Range:10 Statements and 50 respondents of each bankScoreMax. Score=5* 50 = 250 (Strongly Agree)Avg. Score=3*50 = 150 (Neutral)Min. Score=1*50 = 50 (Strongly Disagree)

Level of Preference

Findings of the StudyAgricultural background.Personal Visit is the main source of informationHalf yearly rate of interest.Cooperative Bank mostly do not give any

appreciation for being a good customer, But SBOP do by giving some rebate in interest rate or by other means

Motivational Factor is Schemes offered by the Cooperative Bank and Rate of interest in case of SBOP.

Continued…Majority of the respondents admits that

image or brand, Govt. Bank and private Bank do influence their perception.

The branch of Cooperative Bank is lacking behind the SBOP due to shortage of staff, customer service, Bank environment etc.

Cooperative Bank is lacking in advertisement at local level.

There is somewhat disagreement regarding the bank image of the cooperative bank.

Recommendations & Suggestions

Top PriorityRefocusPosting & trainingComputerized BankingCommunication gapInfrastructure facilitiesAdvertisementInternal Control

Limitations of the Study

Expressed opinionHesitationTime ConstraintsApplicabilityEmployees hesitation

Personal Learning

Conclusion