Exploring Web 3.0 Growth marketing: Navigating the Future of the Internet
Customer Satisfaction towards J&K Bank by Ishfaq Ahmed Reshi
1. A Summer Training Project Report
On
“Customer Satisfaction Survey of J&K Bank”
Lovely Professional University
In the partial fulfillment of the requirement for the award of
“Master of Business Administration”
Lovely Professional University
Submitted by:
Ishfaq Ahmed Reshi
University Roll No.:- A25
DEPARTMENT OF MANAGEMENT
LOVELY PROFESSIONAL UNIVERSITY
JALANDHAR NEW DELHI GT ROAD
PHAGWARA PUNJAB
1
2. ACKNOWLEDGEMENT
(In the name of Allah, the most Beneficent and the most Merciful)
A successful project is the result of team work and co-ordination that includes not only the group
of developers who put forth the ideas, logic and efforts but also guide them. So at the completion
of the project, I feel obliged to extent my gratitude towards all those made valuable contribution
throughout my training period.
I express my thanks to all those associated with this project including customers at J&K Bank
who shared their opinions and experiences through which I received the important information
required for the successful completion of the project.
I deem it to be profound privilege to express my deep sense of gratitude and profound personal
regards to esteem in charge of Marketing Department Mr. Mushtaq Ahmad Khan, whose
impeccable guidance, critical analysis, constant encouragement and unparalleled execution of the
essential requisites during the entire course of the study are beyond reach of my formal words.
In addition, I wish to convey my deep sense of gratitude towards
Mr. Hakeem Abid for his constant support and guidance at any time I needed.
I would like to record my deepest sense of gratitude to my parents, and friends for their
continuous support who helped me for making this project a success.
2
3. DECLARATION
I hereby declare that this project report titled “CUSTOMER SATISFATION TOWARDS
J&K BANK” has been done all by me under the valuable guidance of my guides in the partial
fulfillment for the award of the degree of Masters in Business Administration from Lovely
Professional University.
I also declare that this project is the result of my own efforts and has not been submitted in part
or full towards any other degree.
Ishfaq Ahmed Reshi
Registration Number: 11205770
Master of business administration
Lovely Professional University
Phagwara, Punjab
3
4. EXECUTIVE SUMMARY
In few years JAMMU & KASHMIR BANK financial services has emerged as a tool for ensuring
one’s financial well-being. Customer is considered to be a king .The customer of the present day
dictates the terms and conditions through which his needs are to be fulfilled. Banking industry,
which is one of the measure financial service providers in the economy, draws the attention of
many with regard to the customer services.
In this context a study has been conducted with the J&K bank to measure the satisfaction level of
customers. This report gives a brief about the history and functioning of J&K bank and the
relationship with its customers. It also attempts to analyze the behavior and perception of
customers about the facilities provided by the bank. While dealing with customers of the bank
most of them showed a satisfactory approach towards the different services and facilities
provided by the bank.
This project gave me a great learning experience and at the same time it gave me enough scope
to check the satisfaction level of customers of the J&K bank for this research I have taken a
sample size of 260 and Out of those respondents, 224 respondents are satisfied with the services
provided by bank. Out of these 260 respondents, 205 respondents also think that J&K bank
products cater all their banking needs, out of these 260 respondents, 130 respondents are availing
the services of J&K bank because of its better quality services. , 124 respondents thinks that the
services of J&K bank is good than other banks. Out of 260 respondents, 203 respondents are
satisfied with the cooperation of J&K bank employees in giving information about the services
and products of the bank I hope the research findings and conclusions will be of use.
4
5. S.no
Title of contents
Page no.
1.
Introduction to the Indian Banking System
06
2.
Introduction to the Company
07-19
3.
SWOT Analysis of J&K Bank
20-21
4.
Introduction to the Topic
22-25
5.
Literature Review
26-30
6.
Research methodology
31-32
7.
Data Analysis and Interpretation
33-47
8.
Findings,Sugesstions And Recommendations
48-49
9.
Bibliography
50-51
10.
Annexure
52-58
5
6. INTRODUCTION TO THE INDIAN BANKING SYSTEM1
The Indian Banking system has a large geographic and functional coverage. Presently the total
asset size of the Indian banking sector is US$ 270 billion with a branch network exceeding
66,000 branches across the country. Revenues of the banking sector have grown at 6 per cent
CAGR over the past few years to reach a size of US$ 15 billion. While commercial banks cater
to short and medium term financing requirements, national level and state level financial
institutions meet longer-term requirements. This distinction is getting blurred with commercial
banks extending project finance. The total disbursements of the financial institutions in 2001
were US$ 14 billion.
BANKING
Banks are the institutions where those who have some savings can keep their money in the form
of deposits & those who need money borrow money on payment of interest with certain
conditions that assure recovery of the borrowed money. The rate of interest charged by the bank
from its borrower is usually higher than what it pays to the depositor.
In addition to the safe money keeping of depositor and money lending to the borrower a bank
also helps people in many kinds of money transactions. In brief the main functions of bank are:1. Receiving money from the depositors
2. Lending money on demand
3. Transferring money from one place to another
4. Receiving payment for public utility services such as telephone bills, house tax etc
5. Renting safe deposits locker for safe custody of valuables
6. Helping travelers and tourist by providing travelers cheques and foreign currency etc.
1
Available at www.prakritiindia.co.in url http://www.prakritiindia.co.in/aboutindia/htm/financialsector.htm
Viewed on 03/06/2013
6
7. Introduction to the Company 2
Table: 1:-Company at a glance
The Jammu and Kashmir Bank Limited
Founded
1938
Headquarters
M.A Road Srinagar, J&K
Number of locations
691 branches/offices ATM = 613
Area served
Mostly J & K
Industry
Financial, Commercial banks
Revenue
6,620.53 cr
Employees
More than 10000
Website
http://www.jkbank.net/
2
Available at www.iloveindia.com url http://www.iloveindia.com/finance/bank/private-banks/jammu-andkashmir-bank.html
viewed on 03/06/2013
7
8. HISTORY OF J&K BANK3
The Jammu & Kashmir Bank was founded on October 1, 1938 under letters
patent issued by the Maharaja of Jammu and Kashmir, Hari Singh. The Maharaja
invited
eminent
Kashmiri
investors
to
become
founding
directors
and
shareholders of the bank, the most notable of which were Abdul Aziz Mantoo,
Pesten Gee and the Bhaghat Famil y, all of whom acquired major shareholdings.
The Bank commenced business on July 4, 1939 and was considered the first of
its nature and composition as a State owned bank in the country. The Bank was
established as a semi-State Bank with participation in capital by State and the
public under the control of State Government. The bank had to face serious
problems at the time of independence when out of its total often branches two
branches of Muzaffarabad, Rawalakot and Mirpur fell to the other side of the
line of control (now Pakistan-administered Kashmir) along with cash and other
assets.Following the extension of Central laws to the state of Jammu & Kashmir,
the bank was defined as a government company as per the provisions of Indian
companies act 1956. Mushtaq Ahmed is the new CEO& Chairman of J&K bank.
It was in the year 1971 that Jammu and Kashmir Bank was granted the status of
a 'Scheduled Bank'. Five years later, it was declared as "A" Class Bank, by the
Reserve Bank of India (RBI). As the years passed on, the bank started achieving
more and more success. Today, it boosts of more than 691 branches across the
country. It was onl y recentl y that Jammu and Kashmir Bank became a billion
dollar company. Governed by the Companies Act and Banking Regulation Act of
India, it is regulated by RBI and SEBI. It finds a listing on the National Stock
Exchange (NSE) and Bombay Stock Exchange (BSE) as well.
Awards and Recognitions of J&K Bank
Europe Business Assembly Awards, London4
3
Available at www.iloveindia.com url http://www.iloveindia.com/finance/bank/private-banks/jammu-andkashmir-bank.html
Viewed on 03/06/2013
8
9. The Bank bagged the prestigious ‘Best Enterprise’ award from Europe Business Assembly
(EBA) in London. The Socrates Committee of EBA also awarded the Chairman and CEO - Mr.
Mushtaq Ahmad with ‘Manager of the Year’ medal and a special statue.
FE India’s Best Banks Award-2012-135
The Bank was ranked as No. 1 in ‘Best Old Private Sector Bank’ category in the survey
conducted across the banking industry. In terms of ‘Profitability’, the Bank stands 3rd in the
overall banking industry while as 1ST in the category of ‘Old private sector banks’. The Award
is the recognition of the Bank's strong fundamentals and dynamic growth model.
India Human Capital Awards 20126
For its leadership role in the human resource management practices, J&K Bank was conferred
with HR Leadership Award in the second India Human Capital Awards 2012. The award is the
recognition of Bank’s strategic and iconic position as a role model for professionalism and
management excellence in the banking industry.
IPE HRM Congress Awards7
The Bank has been conferred with the prestigious HR Leadership Award at IPE HRM Congress
Awards organized under the aegis of APHC Asia Pacific HRM Congress 2012.
Dun & Bradstreet Banking Awards8
J&K Bank was awarded the Best Bank in the prestigious 'Dun & Bradstreet
(D&B) - Polaris software Banking Awards 2011 in the category for "Rural
Reach - Private Sector"
4
Available at:- m.risingkashmir.in url http://m.risingkashmir.in/news/jk-bank-gets-%E2%80%98bestenterprise%E2%80%99-award-from-eba-45406.aspx#.UfpWCNJHKuk
5
Available at:- www.jagranjosh.com url http://www.jagranjosh.com/current-affairs/jammu-and-kashmirwon-fe-indias-best-bank-award-201213-1364899875-1
6
Available at:- www.greaterkashmir.com url http://www.greaterkashmir.com/news/2012/Dec/19/j-kbank-bags-hr-leadership-award-41.asp
7
www.greaterkashmir.com url http://www.greaterkashmir.com/news/2012/Sep/15/jk-bank-bags-hrleadership-award-31.asp
Viewed on 04/06/2013
8
Available at :- rk.dzinternational.com url http://rk.dzinternational.com/news/jk-bank-awarded-best-pvtsector-bank-794.aspx
9
10. FE India's best banks Award9
The Bank won the prestigious Financial Express Best Banks Award in the Old Private Sector
Banks Category for Scaling up its business and strengthening the balance sheet for the year
ended March 2011. The Award is the recognition of the Bank's innovative approach towards the
business, both within and outside J&K.
J&K Bank’s Annual Report 2008-09 10
J&K Bank’s Annual Report 2008-09 has won three awards at the prestigious
LACP 2009 Vision Awards – the world’s largest award programme for Annual
Reports, organized by California-based League of American Communications
Professionals (LACP), USA. The LACP is a forum within the public relations
industry that facilitates discussion of best-in-class practices in public relations
and recognizes exemplary communication capabilities at a global level. The
awards received include – Rank 73 on the top hundred lists of annual reports
from around the world, Platinum Award in the Commercial Banks – Up to
$10billon annual revenue from the Asia Pacific Region and Silver Award for
Most Creative Report across all sectors from the Asia Pacific Region.
9
Available at :- www.jagranjosh.com url http://www.jagranjosh.com/current-affairs/jammu-and-kashmirwon-fe-indias-best-bank-award-201213-1364899875-1
10
Available at:- www.statetimes.in url http://www.statetimes.in/news/jk-bank-annual-report-wins-three-visionawards/
Viewed on 04/06/2013
10
11. Organizational Profile of Jammu And Kashmir Bank 11
1. Despite government holding 53% of equit y shares, still its private sector
bank.
2. It is
Government Company under Indian companies Act 1956.
3. It is an operational exclusivit y a virtual monopol y in J&K and functional
distinctiveness- government owned private bank.
4. It is a sole banker of the Government of J&K.
5.It is
the
onl y private
sector
bank
designated
as
agent
of
RBI
for
banking business.
6. It carries out banking business of the Central Government in J&K.
7. It collects
taxes
pertaining to Central Board of Direct Taxes
in J&K.
INFRASTRUCTURE: Global Standards of J&K Bank 12
1. It is the fastest growing bank with 691 branches across the country.
2. 98% of the business of J&K bank is computerized.
3. An ywhere banking
Tele- Banking and SWIFT are facilities available in J&K
bank.
4. Internet banking, SMS and mobile banking is provided by
J&K Bank.
5. ATMs connected globall y to all Master- Card networked ATMs.
6. Mobile ATM services are available-first of its kind in Northern India.
7. J&K bank Global access Debit Cards: Cirrus and Maestro enabled.
8. Credit cards are also available.
9. It is live on RTGS S ystem of RBI
10. It has Electronic Fund Transfer (EFT) S ystem available.
11
Available at www.iloveindia.com url http://www.iloveindia.com/finance/bank/private-banks/jammu-andkashmir-bank.html
12
Available at www.docstoc.com url http://www.docstoc.com/docs/119362503/Management-andperformance-of-JandK-Bank
Viewed on 09/06/2013
11
12. Performance at a glance 13
1. The aggregate business of the Bank crossed yet another milestone mark and
stood at Rs.1, 03,421.03 Crores at the end of FY 2012-13. The total business of
the Bank increased by Rs. 16,996.71 Crores from the previous year’s figure of
Rs. 86,424.32 Crores, registering a growth of 19.67%.
2. The total deposits of the Bank have grown by Rs. 10,873.72 Crores from Rs.
53,346.90 Crores, as on 31st March, 2012, to Rs. 46,220.62Crores, as on 31st
March, 2013, registering a growth of 20.38%.CASA deposits of the Bank at Rs.
25,191 Crores constituted 39.23% of total deposits of the Bank.
3. Cost of deposits for current FY stood at 6.87%.
4. The Bank continued its prudent approach in expanding qualit y credit assets in
line with its policy on Credit Risk Management. The net advances of the Bank
increased by Rs. 6,122.99 Crores from Rs. 33,077.42 Crores, as on 31st March,
2012, to Rs. 39,200.41 Crores, as on 31st March, 2013, a growth of 18.51%.
5. Yield on advances for the current FY improved to 12.59%, compared to
12.12% for FY 2011-12.
6. Priorit y sector advances (Gross) stood at Rs. 11,591.58 Crores, as on 31st
March, 2013.
7. The Bank’s performance in the recovery of NPAs during the year continued to
be good. The Bank effected cumulative cash recovery; up gradation of NPAs and
technical write-off of Rs. 327.83 Crores, compared to Rs. 316.91 Crores in the
previous year.
8. Investment portfolio of the bank increased by Rs. 4,116.74 Crores
From Rs. 21,624.32 Crores, as on 31st March, 2012, to Rs. 25,741.06
Crores, as on 31st March, 2013.
13
Available at 16anna.accordfintech.com url
http://16anna.accordfintech.com/CompanyProfile/DirectorsReports.aspx?id=23&FinCode=132209
Viewed on 11/06/2013
12
13. Insurance Business 14
The Bank’s income reached Rs. 37.41 Crores from the Insurance
Business. In life insurance, the Bank mobilized business of Rs. 63.44
Crores and in non-life segment, business of Rs. 92.88 Crores was
Mobilized during the year.
Meaning of Logo of J&K Bank15:The new identity for J&K Bank is a visual representation of the banks philosophy and business
strategy. The three colored squares represent the three regions of J&K namely Jammu, Kashmir
and Ladakh. The counter form created by the interactions of the squares is a falcon with
outstretched wings-a symbol of power and empowerment.
Green signifies Growth and Renewal
Blue conveys Stability and Unity.
Red Represent Energy and Power
The synergy between the three regions propels the bank towards new horizons. All these
attributes are integrated and assimilated in the white counter-form.
14
Available at 16anna.accordfintech.com url
http://16anna.accordfintech.com/CompanyProfile/DirectorsReports.aspx?id=23&FinCode=132209
15
Available at www.jkbank.net url http://www.jkbank.net/newwid.php
Viewed on 11/06/2013
13
14. Channels of Distribution 16
The Jammu & Kashmir Bank is today one of the fastest growing banks in India with a network
of 691 branches/offices spread across the country offering world class banking products/services
to its customers. Today, the Bank has a status of value driven organization and is always working
towards building trust with Shareholders, Employees, Customers, Borrowers, Regulators and
other diverse Stakeholders, for which it has adopted a strategy directed to developing a sound
foundation of relationship and trust aimed at achieving excellence, which of course, comes from
the womb of good Corporate Governance. J&K Bank is managed by an independent and highly
qualified Board following best globally accepted practices, transparent disclosures and
empowerment of shareholders, besides ensuring to meet shareholders’ aspirations and societal
expectations following the principles of management's executive freedom to drive the bank
forward without undue restraints but within the framework of effective accountability
During FY 2012-13, 70 new branches were established and 12 Extension Counters were
upgraded into full-fledged Branches, thereby taking the number of branches to 691, as on 31st
March, 2013, spread over 20 states and one union territory. The area-wise breakup of the branch
network (excluding extension counters/mobile branches and Service branches), as at the end of
FY 2012-13 is as under:
Table 2:Area
Branches
Metro
39
Urban
184
Semi urban
136
Rural
332
Total
691
16
Available at economictimes.indiatimes.com url http://economictimes.indiatimes.com/jammu-&-kashmirbank-ltd/directorsreport/companyid-8611.cms
Viewed 13/06/2013
14
15. Products/Services offered by J&K Bank 17
1. Saving Bank Deposits
A. Deluxe Savings Account
B.General Savings Account
C.Deluxe Salary Account
D.General Salary Account
Bank also offers a basic no frills savings account “SB UJALA” for inclusion of economically
disadvantaged sections of society.
2. Term deposits
A. Millennium Deposits Scheme
B.Flexi Deposits Scheme
C.Fix ed Deposits Scheme
D.Child Care Scheme
E.Cash Certificates
F.uper Earner Deposits Scheme
G.Recurring Deposits Scheme
H.Recurring plus Account
I.smart Saver Scheme
J.Depositors Pension Scheme
3. Value added schemes
A. Tax Saver Term Deposit Scheme
B.Mehendi Deposit Certificate
C.Daily Deposit Saving Scheme
17
Available at http://www.jkbank.net
15
16. 4. Gift cheque scheme
5. Current accounts
A. Platinum Current Account
B.Gold Current Account
C.Premium Plus
D.Current Account
E.Premium Current Account
F.Basic Current Account
6. Loans
A. Housing Loan Scheme
B.Education Loan Scheme
C.Car Loan Scheme
D.Car Loan for Used Car
E.Commercial Vehicle Finance
F.Commercial Vehicle Finance (Used Vehicles)
G.Two Wheeler Finance
7. Other Finances
A. Consumer Loan.
B.Consumption Loan.
C.Personal Loan to Pensioners Mortgage
D.Loan for Trade & Service Sector
E.Loans against Mortgage of Immovable Propert y
F.Fair Price Shop Scheme
8. Specialized Finance Schemes
A. Help Tourism (For Kashmir valley only)
B.All Purpose AgriTerm Loan
C.Fruit Advances Scheme (Apple)
D.Zafran Finance
16
17. E.Roshni Financing Scheme
F.Craft Development Finance
G. Dastakar Finance
H.Giri Finance Scheme
I.Khatamband Craftsmen Finance
J.Commercial Premises Finance
K.Laptop/PC Finance
9. CREDIT CARDS
A.Global Access Card
B.Empowerment Credit Cards
10. Types of Cards
A.Blue Empowerment Card
B.Silver Empowerment Card
C.Gold Empowerment Card
11. INSURANCE
The Bank diversified its operations when it ventured into the insurance
business, both life and non-life segments.
A. Life Insurance Segment
PNB MetLife India Insurance
B.Non Life Insurance Segment
Bajaj Allianz General Insurance Co. Ltd.
17
18. REGISTERED OFFICE
M A Road
Srinagar 190 001
Jammu & Kashmir
CORPORATE HEADQUARTERS
M A Road
Srinagar 190 001
Jammu & Kashmir
www.jkbank.net
MISSION OF THE BANK 18
The mission of J&K bank is two-fold: To provide the people of J&K
international qualit y financial service and solutions and to be a super-specialist
bank in the rest of the country. The two together will make us the most
profitable Bank in the country.
Since J&K bank is going to complete 75 years of its existence in 2013.
Therefore, to commemorate the platinum jubilee of its existence, it has
announced some ambitious plans of expansion as well as future Business Plans
achievements.
VISION OF THE BANK 19
1. To catalyze economic transportation and catalyze on growth.
2. To engender and catalyze economic transportation of Jammu and Kashmir and catalyze from
the growth induced financial prosperity thus engineered.
3. To make Jammu and Kashmir most prosperous state in the country.
18
19
Available at www.jkbank.net url http://www.jkbank.net/history.php
Available at www.jkbank.net url http://www.jkbank.net/history.php
18
19. HIGHLIGHTS20
1. The fastest growing bank with 691 branches across the country.
2. Over 98% of the business computerized
3. Internet banking, SMS are provided by bank to their customers
4. Mobile banking to be launched.
5. Anywhere banking, telebanking and swift banking provided.
6. ATMs connected globally to all master networked ATMs.
7. Mobile ATM services available first of its kind in northern India.
8. JK Bank global access debit card cirrus and maestro enabled.
9. Credit card
20
Available at www.docstoc.com url http://www.docstoc.com/docs/119362503/Management-andperformance-of-JandK-Bank
Viewed on 16/06/2013
19
20. SWOT ANALYSIS OF J&K BANK
The term SWOT is the acronym made up of four words viz, Strengths, Weaknesses,
Opportunities and Threats. The first two variables are internal to an organization whereas the last
two are external.
SRENGTHS
1. Good reputation, excellent growth and customer loyalt y and trust.
2. A listed company on BSE and NSE with four decades of uninterrupted
profitabilit y and dividend payments.
3. Wide network of branches across the state and country
4. World class banking services like Telebanking and excellent ATM network.
5. Innovative in products and services supported in latest technology.
6. Best practices in corporate governance.
7. The bank has also branches in far areas of the J &K state.
8. The bank plays a proactive role in the development of J&K econom y.
WEAKNESS
1. Lesser promotions and advertisement of bank and its products within and
outside state.
2. Bank doesn’t have any branch outside India to enter global market.
3. The credit card facilities are not available on some online shopping stores.
OPPORTUNITIES
1. The bank can have tie ups with national and international financial institutions to offer new
and upgraded services and products.
2. The bank enjoys very well customer loyalty. It can diversify its business so as not to lose the
customers to the competing rivals.
20
21. 3. The historical activities of the state such as carpet industry, dastakar finance, Khatamband
schemes and many other activities of historical importance are not still fully covered by J&K
Bank.
4. The bank can introduce sale of gold coins to make more profits.
THREATS
1. High level of competition from the other national banks particularl y within
and outside J &K state.
2. Policies regarding interest rate have to be flexible to compete with other
banks in this stiff competition.
3. Technological changes in the banking sector on changing rapidl y. The need of
the hour is that the bank should have innovation in the products and services
and keep itself updated with latest technologies.
4. Customer friendly services and products should be given priorit y as other
banks are posing stiff competition by offering new customers tuned products and
services to attract customers of other banks.
5. Labor problems because of the disturbances in the state which results in
strikes and tense conditions.
21
22. INTRODUCTION TO TOPIC
Customer satisfaction Customer satisfaction , a term frequentl y used in
marketing, is a measure of how products and services supplied by a company
meet or surpass customer expectation. Customer satisfaction is defined as "the
number 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, customer satisfaction is seen as a key differentiator and
increasingl y has become a key element of business strategy.
"Within organizations, customer 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 profitabilit y. These metrics quantify an important dynamic. When a brand
has loyal customers, it gains positive word-of-mouth marketing, which is both
free and highl y effective.
Therefore, it is essential for businesses to effectivel y manage customer
satisfaction. To be able do this, firms need reliable and representative measures
of satisfaction.
"In researching satisfaction, firms generall y 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 realit y falls
short, they will be disappointed and will likel y rate their experience as 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.
22
23. The importance of customer satisfaction diminishes when a firm has increased
bargaining power .
Customer Satisfaction Process - Five Steps:1. Understanding Customer Expectations
a. How customer’s “wants and needs”, customer’s standards and expectations, are incorporated
into our promises to customers to not only make a sale, but achieve high Customer Satisfaction
(repetitive business)?
B. We must know what our customers expect from us. We must work with our customers to
precisely learn their expectations
C. Customer Expectations differ by region by country
2. Promises to Customers
A.Set promises that can be kept
B.Aim to exceed expectations rather than to meet them
C.Delight customers by surprising them (Surprise is something not promised, 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 experiences certain
level of “Customer Satisfaction”
23
24. D.Occasionally 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.Tickets is worked on. Customer problems are eventually solved
G.Depending on how the Problem Resolution is handled customer experiences certain level of
“Customer Satisfaction”
H.How ongoing work towards better Customer Satisfaction is communicated to organization
(development, sales, etc)?
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).
5. Customer Satisfaction Surveys and Metrics
A. Customer Satisfaction Surveys
B.Event Driven Surveys
C.Internal Indicators of Customer Satisfaction
24
25. D.Tickets Resolved Within Objectives
E.Tickets Overdue
F.Resolve Time
G.Response Time
H.How Survey results are communicated to organization?
I.Corrective actions.
25
26. Literature review
The review of the literature is related to customer satisfaction towards banks. Following are the
reviews of different authors and researchers
M.Malhotra and Arora. (1999) have conducted a research on “customer satisfaction of public
and private sector banks”, and found that the customer satisfaction in the public banks
and the private, with the purpose of helping
banking managements to formulate
marketing strategies to attract customers towards them. The exploratory study was done
by collecting data from the clients of Amritsar, Ludhiana, and Chandigarh. Twenty
attributes
were
taken
into
consideration
for
measuring
the
level
of
satisfaction/dissatisfaction. The study found that there are six factors, in order of their
importance are routine operation factor, price factor, situation factor, environmental
factor, technology factor, interactive factor .similarly for customers of private sector , the
factors found to be important are staff factor, routine operation factor, service factor,
environmental factors, technology factor, interactive factor and promotional factor.
Moreover factor wise average scores of these factors reveals that there is significant
difference between the satisfaction level of the customers of public and the private sector
banks. The latter are found to be more satisfied. few strategies suggested by the authors
to improve service quality are proper training of the staff, conducting market surveys
periodically, personalizing the service ,avoiding long queues, having well lit, ventilated
and clean surroundings.
M.Mohamed Siddik & DR Selvachandra (2011), have conducted a research on “customer
satisfaction towards banking services of icici bank”, and found that that majority of the
respondents preferred their branches because of quality of service. Convenience and
popularity of branch were given subsequent preference. there has been quite positive
opinion registered with regard to the common problem encountered by the customers in
the banks, relating to that is delay in service in the branches, customers were dissatisfied
with the services rendered by the staffs, and dissatisfied with the delay in loan sanctions,
at the outset of the proportion of the problems are relatively meager. Therefore they
26
27. suggested that banks should provide sufficient training programmes to mitigate the above
probes.
Mishra j.k and jain M(2006-2007) have conducted a research on “customer satisfaction: a
study of nationalized and private banks”‘ and analyzes that satisfaction of the customers
is an invaluable asset for the modern organizations, providing unmatched competitive
edge, it helps in building long term relationship as well as brand equity. the best approach
to customer retention is to deliver high level of customer satisfaction that result in strong
customer loyalty.
Jyoti Agarwal (2012) have conducted a research on “customer satisfaction in Indian banking
services “and found that the banking sector in India is undergoing major changes due to
competition and the advent of technology. The customer is looking for better quality
services which enhance his/her satisfaction. This study derives its basis from various
research findings and is also in line with empirical findings with respect to customer
satisfaction by other researchers. To sum up, the results of the study leads that The
customer satisfaction in terms of service quality is a relational marketing paradigm. The
relationships are mostly viewed from the perspective of the firm providing services. For
service firm in our case the banks, buildings strong relationship is important for
improving customer satisfaction through service quality. Customer service must watch
with marketing efforts, otherwise a customer would remain a disatisfied soul and all
marketing efforts will go down the drain. Public sector banks like SBI fall much below
the perceptions of their customers on all dimensions of service quality. Private Banks
such as icici banks are exceeding the perceptions of their customers on all dimensions of
service quality
Dr Naveen Kumar and dr. v.k gangal (2011) have conducted a research on “customer
satisfaction in new generation banks “and found that the majority of India’s banks are not
very diversified in terms of the products and services they offer. One strategic focus that
banks can implement to remain competitive would be to retain as many customers as
27
28. possible. And customer retention is possible through customer satisfaction only. thus;
customer ‘satisfaction is the key of success in today’s competitive era.
Anber Abraheem Shlash and Shireen Yaseen (2011) have conducted a research on
“customer satisfaction in commercial banks working in Jordon” and found
out that this research was to examine the level of Customer satisfaction of commercial
bank working in Jordan. Customer satisfaction was measured by a nine item adapted
from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers
of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID
(Acity of Jordan ). Multiple regression analysis was employed to test the customer
satisfaction. The results of this study indicated that service quality is an important
antecedent of customer satisfaction. It is apparent from the present study that managers
and decision makers in Jordanian commercial banks to seek and improve the elements of
service quality that make the most significant contributions on customer satisfaction.
Deepti Kanojia, D.R. Yadav (2012) have conducted a research on “customer satisfaction in
commercial banks”, and found out that The Indian Banking Industry has undergone
radical changes due to liberalization and globalization measures undertaken since 1991.
Today, Indian Banking Industry is one of the largest industry in the world. There has
been a great surge in efficient customer services. A highly satisfied and delighted
customer is a very vital and non-financial asset for the banks in the emerging IT era. The
curtsey, accuracy and speed are like a crown factors for a bank. Based on the responses of
100 customers of Punjab National Bank operating in the Meerut district of Uttar Pradesh
has been taken into consideration. The survey was conducted in Meerut district.
Puja khatri and yukti Ahuja (2008) have conducted a research on “customer satisfaction in
public sector and private sector banks of India”, and found out that the Indian banking sector
has witnessed heightened competition with so many banks coming up with all their potential
and using their global strength to their advantage in order to establish themselves in the market.
Private bank seem to have satisfied its customers with good services and they have been
successful in retaining its customers by providing better facilities than public sector banks, but
28
29. still private banks need to go long way to become customer’s first preference. Private banks
need to concentrate more on their credit facilities and insurance service since customers do not
have a very good opinion about these facilities being offered by private banks. While as public
banks need to improve their service quality to stay in the race.
R.k uppal (2009) have conducted a research on “customer service and customer satisfaction in
Indian commercial banks” and found out that in the emerging competitive environment
and IT era with little or no distinction in the product offering. It is speed of rendering
service that sets apart one bank from another. Prompt service is equated with quality
service. Time is a major factor which affects the quality and reputation of the banks’banks are providing quick service and that is why they are becoming more
popular.Hence,it is vey essential that all bank groups should put in place the right kind of
systems to further cut down on service time and render instantaneous service to the
customers. Only such banks will satisfy the customers ‘expectations and tend to service
in the rat race for market shares in the days to come.
Vimi jham and kaleem mohd khan,(2008) have conducted a research on “customer
satisfaction in the Indian banking sector” and found that customer satisfaction variables
which lead to relationship building, and developing a conceptual framework of
relationship marketing practices in Indian banks by capturing the perspectives of
customers with respect to their satisfaction with various services. It also sought to
identify whether demographics have a role to play in customer satisfaction. The three
relation dimensions, namely traditional services, multi channel banking and internal
marketing, which lead to customer satisfaction, were identified through factor analysis. A
repeated measure of annova was run on the relationship dimensions to assess significant
difference in the level of satisfaction of the customer. A perceptual map was created
using the factor scores of each of the five banks which helped identify how each bank
was positioned in the customer’s minds. Reporting on the different satisfaction levels of
the customers, the findings suggest that while private banks have been able to attract the
younger customers with higher educational levels, who are comfortable with multi
29
30. channel banking, the customers of the national bank are older and more satisfied with the
traditional facilities.
Ernst and young survey(2011) have conducted a research on “customer satisfaction towards
retail banking” and found that more than 20,500 global retail banking
customers including 1,000 respondents from india,was surveyed. The
survey aimed to identify the driving factor of customer satisfaction and
relationship with their banks. Majority of the retail customers of Indian
of Indian banking sector are satisfied with the banking system,
according to the survey. The positive attitude showed by the banks in
handling the global financial melt-down of 2008, has increased the trust
of the people in the banking system of the country. As per the survey,
75% of the retail banking customers in India said that their trust in the
banking industry grew in 2010.”Indian has the highest level of trust and
satisfaction in their banking industry.
30
31. Research methodology
In management research, research methodology is a systematic approach to achieve the research
objective. It is a guideline to a researcher for conducting whole research. It is a pre planned rules and
regulations which helps in saving time, cost, and researcher labor to conduct the research. It helps the
researcher in minimizing the errors in research.
Primary Objective of the study
1. To study the satisfaction level of customers towards the services offered by J&K Bank.
2. To study the existing relationship between the J&K bank and its customer.
Secondary Objectives of the study
3. To analyze the behavior and perception of customers about the services and facilities provided
by the bank.
4. To provide broad guidelines and suggestions to the company for the improvement of
company relationship and their satisfaction level.
Sources of data collection
Two types of data were taken into consideration i.e., primary and secondary data. But major
emphasis was given on gathering primary data. The secondary data was used only to
supplement the primary data and to make things clear.
Secondary Data:Some books, previous project reports and annual report of the bank for some topic like
Introduction to the topic and also referred some websites has been consulted.
Primary Data:The primary data was collected through questionnaire and analysis was done on the basis of
response received from the customers.
31
32. Statistical Tool
The tool for obtaining the information was questionnaire.
Sampling
Convenient sampling has been used for collection of the data.
Sample size
Because of the various constraints imposed on our project work, especially time and cost, the
sample size was limited to 260.
Collection procedure
The responses were recorded directly onto each questionnaire.
Tools of analysis:
The data has been analyzed through various statistical tools and techniques. The tools used are tables
and column charts.
32
33. Data Analysis and Interpretation
ta
Q1. How long have you been dealing with bank?
Table 3
Dealing
with Less than 1-year
year
1-5 years
5-10 years
bank
More
than
10
years
Frequency
18
63
84
95
How long have you been dealing
with bank?
95
18
63
Less than 1 year
1-5 years
05-10 years
84
Fig 1
More than 10 years
Respondent dealing with bank
Analysis
The above chart (Figure 2) shows majority of the respondents are dealing with bank from more
)
than 10 years. As it is indicated in the chart that out of 260 respondents about 95 respondents are
dealing with bank from more than 10 years while as 84 respondents are dealing with bank from
5-10 years and 63 respondents are dealing with bank from 1 years and 18 respondents are
10
1-5
dealing with bank less than 1 year. This shows that majority of respondents are dealing with
bank from more than 10 years.
33
34. Q2. Which services do you avail from J&K bank?
Table 4
Services availing Saving
bank Current
bank Loans
from bank
account
account
Frequency
218
69
Fixed deposits
13
18
Which services do you avail from j&k
bank?
13
18
Saving bank account
69
Current account
218
Loans
Fixed deposits
Fig 2 Services availing from bank.
Analysis
The above chart (Figure 3) shows that majority of respondents having savings bank account. As
)
it is indicated in the chart out of 260 respondents 218 having saving bank account while 69
having current account, 13 having loans and 18 having fixed deposits. This shows that majority
of respondents having savings bank account.
34
35. Q3. Which add on services do you avail from the bank?
Table 5
Add on services
Debit car
card
Sms-alert
E-banking
banking
Frequency
232
50
55
Which add on services do you avail from
the bank?
55
50
232
Debit card
Sms alert
E-Banking
Fig 3 Add on services availing from bank
Analysis
The above chart (Figure 4) shows that majority of respondents availing debit card services. As it
)
is indicated in the chart out of 260 respondents 232 are availing debit card services, 55 are
availing e-banking services while 50 are availing sms alert services. This shows that majority of
banking
respondents availing debit card services from the bank.
35
36. Q4. Are you satisfied with the services provided by the b
bank?
Table 6
Customer Satisfied
Yes
No
To some extent
224
05
31
with the services
Frequency
Are you satisfied with the services
provided by the bank?
5
31
Yes
No
224
To some extent
Fig 4 Customers satisfied with the services
Analysis
The above chart (Figure 5) shows that majority of respondents are satisfied with the
5)
services provided by the bank. As it is indicated in the chart out of 260 respondents 224 are
satisfied, while 31 are satisfied to some extent and 5 respondents are not satisfied with the
services provided by the bank. This shows that majority of respondents are satisfied with the
services of the bank.
36
37. Q5. You are availing the services of J&K bank because of its?
Table 7
Availing the services Better service quality
Less service charges
of J&K bank because
Frequency
Strong
branch
network
130
44
86
You are availing the services of j&k
bank because of its?
0
86
130
Better service quality
Less service charges
Strong branch network
44
Fig 5 customers availing services of J&K bank because..
Analysis
The above chart (Figure 6) shows that majority of respondents availing services of J&K bank
)
due to better service quality. As it is indicated in the chart out of 260 respondents 130 are
availing the services due to better service quality, 86 availing services due to strong branch
he
network, while as 44 are availing services because of less service charges. This shows that
majority of respondents are availing the services of the bank du to its better service quality.
due
37
38. Q6.Being a customer of J&K bank do you avail the services from other banks as well?
Table 8
Customers
availing Yes
No
Intending to avail
178
10
services from other
banks
Frequency
72
Being a customer of J&K bank do you
avail the services from other banks as
well?
10
72
YES
NO
178
Intending to avail
Fig 6 Customer availing services from other banks.
Analysis
The above chart (Figure 6) shows that majority of respondents are not availing the services from
other banks. As it is indicated in the chart out of 260 respondents 178 are not availing the
services from other banks, 72 are availing the services from other banks while as 10 respondents
om
are intending to avail the services of other banks in future. This shows that majority of
respondents are not availing the services of other banks.
38
39. Q7. Comparing the services of other banks the services of J&K bank are?
vices
Table 9
Comparing
the Excellent
Good
Average
124
38
services of J&K bank
with other banks
Frequency
98
comparing the services of other banks
the services of J&K bank are?
0
38
98
EXCELLENT
GOOD
124
AVERAGE
Fig 7 Comparing the services of J&K bank with others.
Analysis
The above chart (Figure 8) shows that majority of respondents thinks that the services of J&K
)
bank is good as compared to other banks. As it is indicated in the chart out of 260 respondents
124 thinks that services of J&K bank is good from other banks, 98 thinks that services of J&K
bank is excellent while as 38 thinks that J&K bank provide average services from other banks.
This shows that majority of respondents thinks that J&K bank provides good services to its
customers as compared to other banks.
39
40. Q8. DO you think the products of J&K bank cater to all your banking needs?
bank
Table 10
The products of J&K Yes
No
To some extent
0
55
bank cater all banking
needs
Frequency
205
DO you think the products of j&k bank
cater to all your banking needs?
55
0
YES
NO
205
TO SOME EXTENT
Fig 8 J&K bank products cater all banking needs to its customers.
Analysis
The above chart (Figure 9) shows that majority of respondents thinks that J&K bank products
)
cater their banking needs. As it is indicated in the chart out of 260 respondents 205 thinks that
J&K bank caters all their banking needs, 55 thinks that the products of J&K bank cater their
needs to some extent. This shows that majority of respondents thinks that J&K bank products
ome
cater all their banking needs.
40
41. Q9. Are the employees of J&K bank cooperative and helpful in giving information about
services of J&K bank?
Tabl 11
Employees of J&K Yes
No
To some extent
11
46
bank are cooperative
Frequency
203
Are the employees of J&K bank cooperative
and helpful in giving information about
services of J&K bank?
11
46
YES
NO
203
TO SOME EXTENT
Fig 9 J&K bank employees are cooperative towards its customers.
Analysis:The above chart (Figure 10) shows that majority of respondents are satisfied with the employees
)
of J&K bank. As it is indicated in the chart out of 260 respondents 203 are satisfied with the
employees of J&K bank in giving information about the services and products of the bank, 46
are satisfied to some extent and 11 respondents are not satisfied with the employees of J&K
bank. This shows that majority of respondents are satisfied with the employees of J&K bank.
41
42. Q10. Are you satisfied with the complaint redressal mechanism of J&K bank?
Table 12
Satisfied
with Yes
complaint
No
To some extent
10
73
redressal
mechanism
Frequency
177
Are you satisfied with the complaint redressal
mechanism of J&K bank?
73
YES
177
10
NO
TO SOME EXTENT
Fig 10 Satisfied with the complaint redressal mechanism of J&K bank
Analysis:The above chart (Figure 11) shows that majority of respondents are satisfied with the complaint
)
redressal mechanism of J&K bank. As it is indicated in the chart out of 260 respondents 177 are
satisfied with the complaint redressal mechanism, 73 are satisfied to some extent and 10
respondents are not satisfied with the complaint readressal mechanism of J&K bank. This shows
that majority of respondents are satisfied with the complaint redressal mechanism of J&K bank.
42
43. Q11. How do you rate the security of your transaction through J&K bank?
Table 13
Security
transactions
of Excellent
Good
Average
150
22
through
J&K bank
Frequency
88
How do you rate the security of
your transaction through J&K
bank?
0
22
88
Excellent
Good
150
Average
Fig 11 Security of transactions through J&K bank
Analysis
The above chart (Figure 11) shows that majority of respondents are satisfied with the security of
transactions through J&K bank. As it is indicated in the chart out of 260 respondents 150 thinks
&K
that security of transactions through J&K bank is good, 88 respondents thinks that it is excellent
while as 22 respondents thinks that security of transactions through J&K bank is average. This
shows that majority of the customers thinks that J&K bank is having good secur system of
security
transactions for its customers.
43
44. Q12. Are you satisfied with the time taken by J&K bank in each successful transaction?
Table 14
Satisfied
with
time Yes
taken
in
No
To some extent
each
9
58
successful transaction
Frequency
193
Are you satisfied with the time
taken by jandk bank in each
successful transaction?
58
9
Yes
193
No
To some extent
Fig 12 Customers satisfied with time taken in each successful transaction.
Analysis
The above chart (Figure 13) shows that majority of respondents are satisfied with the time taken
)
in each successful transaction. As it is indicated in the chart out of 260 respon
respondents 193 are
satisfied, 58 are satisfied to some extent and 9 respondents are not satisfied with the time taken
by bank in each successful transaction. This shows that majority of the customers are satisfied
with the time taken by bank in each successful transaction.
44
45. Q13. Taking into consideration your recent experience with jandk bank the quality of
services you received was?
Table 15
Recent
Very good
Satisfactory
Average
Poor
105
137
16
2
experience with
J&K bank
Frequency
Taking into consideration your
recent experience with jandk bank
the quality of services you received
was?
16 2
105
Very good
Satisfactory
137
Average
Poor
Fig 13 Customers recent experience with J&K bank.
Analysis:The above chart (Figure 14) shows that majority of respondents thinks that their recent
)
experience with the bank is satisfactory. As it is indicated in the chart out of 260 respondents 137
having satisfactory recent experience with the bank, 105 having very good, 16 having average
factory
and 2 respondents having poor recent experience with the bank. This shows that majority of the
customers are satisfied with the recent experience with the J&K bank.
45
46. Q14. Would you like to continue your relation with jandk bank?
Table 16
Continued relation with J&K Yes
No
bank
Frequency
260
0
Would you like to continue your relation
with jandk bank?
0
Yes
No
260
Fig 14 Continue relation with the J&K bank
bank.
Analysis:The above chart (Figure 15) shows that majority of respondents are continuing their relation with
)
J&K bank. As it is indicated in the chart out of 260 respondents all the customers are continuing
their relation with J&K bank.
46
47. Q15. Will you recommend your bank to your friends and relatives?
Table 17
Recommending J&K Definitely
Probably
May or may not be
76
46
bank to friends and
relatives
Frequency
138
Will you recommend your bank to your
friends and relatives?
0
0
46
138
Definitely
Probably
76
May or may not be
Fig 15 Customers recommending J&K to their friends and relatives.
Analysis
The above chart (Figure 16) shows that majority of respondents recommend J&K bank to their
)
friends and relatives. As it is indicated in the chart out of 260 respondents 138 will definitely
recommend J&K bank to their friends and relatives, 76 will probably recommend and 46
respondents may or may not recommend J&K bank to their friends and relatives. This s
shows that
majority of the customers will recommend J&K bank to their friends and relatives.
47
48. Findings, Suggestions and
Recommendations
FINDINGS
1. Out of 260 respondents, 95 respondents are dealing with bank from more than 10 years.
2. Out of 260 respondents, 218 respondents having savings bank account.
3. Out of 260 respondents, 232 respondents are availing debit card services from the bank.
4. Out of 260 respondents, 224 respondents are satisfied with the services provided by bank.
5. Out of 260 respondents, 130 respondents are availing the services of J&K bank because of its
better quality services.
6. Out of 260 respondents, 178 respondents are not availing the services of other banks.
7. Out of 260 respondents, 124 respondents thinks that the services of J&K bank is good than
other banks.
8. Out of 260 respondents, 205 respondents think that J&K bank products cater all their banking
needs.
9. Out of 260 respondents, 203 respondents are satisfied with the cooperation of J&K bank
employees in giving information about the services and products of the bank.
10. Out of 260 respondents, 177 respondents are satisfied with the complaint redressal
mechanism of J&K bank.
11. Out of 260 respondents, 193 respondents are satisfied with the time taken by bank in each
successful transaction.
12. Out of 260 respondents, 137 respondents feel satisfactory with their recent experience with
the bank.
13. Out of 260 respondents, all the respondents like to continue their relation with the bank.
48
49. 14. Out of 260 respondents, 130 respondents will definitely recommend J&K bank to their
friends and relatives.
Suggestions and Recommendations
In the light of the findings of the study the following are made for
improvement of the customer service in J&K Bank:
1. J&K bank should improve their services which would lead better results and
client’s satisfaction.
2. The bank should open more branches and ATMs so that the customers do not
face an y problem.
3. The bank should also open more branches as well as ATMs outside the state
so that the customer’s doesn’t feel any inconvenience.
4. The bank should decrease the quarterly charges on savings account.
5. Bank should make sure that each and every customer using online banking
facilities should be notified with e-alerts on each and every transaction.
6. Internet banking should try to reduce the complexit y of online banking
features.
7. Keeping in view the progress and growth of J&K bank its management should
reduce interest rates on house & education loans to make a bank customer
attractive.
8. The bank should give more attention towards the societ y under CSR.
9. There should be proper information about the product/ services
10. More efforts should be made by the employees to give maximum attention to their
customers. The approach of the employees should be such that sense of belongingness should be
created among the customers.
49
50. BIBLOGRAPHY
1. Books:A. Kotler, Phillip (2003), Marketing Management, 9th Ed. New Jersey:
Pearson Education.
B. Etzel, M. J., Walker, B.J & Stanton, W.J (2001), Marketing: 12thEd.
New
York:
The
McGraw-Hill Companies, Inc., 2001.
2. Websites:http://www.jkbank.net
http://www.greaterkashmir.com
http://www.risingkashmir.com
http://www.economictimes.com
References
1.M.Malhotra and arora (1999),Customer satisfaction of public and private sector banks,
abhigyan, vol,17,no.3,pp.19-30.
2. Mr. Siddik & dr.selvachandra (2011) A study on customer satisfaction towards banking
services of icici bank in Chennai city, IJEMR-Sept. 2011-vol. 1 issue 4.
3. Mishra j.k and Jain M (2006-2007) Constituent dimensions of customer
satisfaction.Banks’.prajnan.35 (4), 390-398.
4. Jyoti Agarwal (2012)”customer satisfaction in Indian banking services” (A study in Aligarh
district) international journal of computing and business research (IJCBR) ISSN (online):22296166 volume 3 issue 1 January 2012, pp.1-14.
5. Mr. Kumar and Mr.gangal (2011), Customer satisfaction in new generation banks out
international referred research journalVol-11, issue-4, oct.2011, pp.177-186.
50
52. The Jammu & Kashmir Bank Ltd
A study on Customer Satisfaction Survey of Jammu and Kashmir Bank. I am collecting this data
for my dissertation Purpose only. The information that I will get from this data will not be
provided to any other organization and will be kept confidential. This is for my research work
only.
Q1. Personal detail
Name:
Gender:
M
F
Occupation:
Address:
Q 2. How long have you been dealing with bank.
A. Less than 1 year
B. 1-5 years
C. 5-10 years
D. More than 10 years.
Q3. Which services do you avail from J&K bank.
A. Saving bank account
B. Current account
52
53. C. Loans
D. Fixed deposits
Q4. Which add on services do you avail from the bank.
A. Debit card
B. SMS alerts
C. E-banking
Q5. Are you satisfied with the services provided by the bank.
A. Yes
B. No
C. To some extend
Q6. You are availing the services of J&K bank because of its.
A. Better service quality
B. Less service charges
C. Strong branch network
Q7.(a) Being a customer of J&K bank do you avail the services from other banks as well.
A. Yes
B. No
C. Intending to avail
(b) Comparing the services of other banks, the services of J&K bank are
53
54. A. Excellent
B. Good
C. Average
Q8. Do you think the products of J&K bank cater to all your banking needs
A. Yes
B. No
C. To some extent
Q9. Are the employees of J&K bank cooperative & helpful in giving information about
services of J&K bank.
A. Yes
B. No
C. To some extent
Q10. Are you satisfied with the complaint redresssal mechanismof J&K bank.
A. Yes
B. No
C. To some extent
Q11. How do you rate the security of your transactions through J&K bank.
A. Excellent
B. Good
C. Average
54
55. Q12. Are you satisfied with the time taken by J&K bank in each successful transaction.
A. Yes
B. No
C. To some extent
Q13. Taking into consideration your recent experience with J&K bank the quality of
services you received was.
A. Very good
B. Satisfactory
C. Average
Q14. Would you like to continue your relation with J&K bank.
A. Yes
B. No
Q15. Will you recommend your bank to your friends & relatives.
A. Definitely
B. Probably
C. May or may not
Q16. Any suggestions or recommendations:
55
57. Mr.Mushtaq Ahmad.
DIRECTORS
TABLE 18.
Mr.Hari Narayan lyer
Mr. M.L.Shahdad
Mr. Vikrant Kuthaila
Prof. Nissar Ali
Mr. A.M.Matto
Mr. R.K.Gupta
Mr. Nihal. C.Garware
EXECUTIVE PRESIDENTS.
TABLE 19.
Mushtaq Ahmad
Parvez Ahmed
Om Prakash Sharma
Abdul Hamid Banday
PRESIDENTS.
TABLE 20
Vagish Chander
Shafat Ahmad Banday
Meera Jamwal
R.K. Shah
Surjeet Singh
Abdul Rauf Bhat
57
58. Abdul Rashid
Surinder Krishen Bhat
Mohammad Syed Wani
Nayeem-Ullah
VICE PRESIDENTS:
Table 21
Suman Durswal
Sohan Singh Billawria
Nishi Baru
Mohammad Ibrahim Wani
Abdul Rashid Sheigan
Ghulam Mohammad Sadiq
Viqar-ul-Mulk Nazki
Arvind Gupta
Naqi Hussain
Ashok Kumar Pandita
Mohammad Sultan Kaboo
Rakesh Gandotra
Arun Gandotra
Ghulam Nabi Teli
Sunil Gupta
Rajni Saraf
Gurcharan Singh
Mukhtar Ahmad
Mohammad Maqbool Lone
Aftab Ahmad Qazi
Chetan Paljor
Mohammad Younis Patoo
Ashok Kumar Koul
Mushtaq Ahmad Mir
Nazir Ahmad Bhat
Mohammad Ashraf Zargar
Ashraf Ali
Shafat Hussain
58
