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A PROJECT REPORT
ON
CUSTOMER SATISFACTION
Conducted at
PUNJAB NATIONAL BANK
SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION Under the guidance of Submitted to : Submitted by: Miss. SAPNA ARORA HEENA AGGARWAL Assistant Professor Roll No. 9011 Batch : 2009- 2011
J.C.D Institute of Business Management, Sirsa Affiliated to Kurukshetra University, Kurukshetra Institute of Business Management Jan Nayak Ch. Devi Lal Vidyapeeth
Post Box 81, Barnala Road, Sirsa, Haryana - 125055
Phone: 01666-238101/02/03/04, Fax: 01666-238100,
GUIDE CERTIFICATE
Certified that Mr. HEENA AGGARWAL, Class Roll No. 9011, University Roll
No …………… student of M.B.A. in the I.B.M., J.C.D. Vidyapeeth, Sirsa has
successfully completed the Summer Training Report entitled " CUSTOMER
SATISFACTION " under my guidance towards the partial fulfillment of his
M.B.A. degree.
Miss. Sapna Arora Dr. Shashi Kapur
(Project Guide) (Director)
J.C.D., I.B.M. J.C.D. I.B.M.
DECLARATION
I hereby declare that the project “CUSTOMER SATISFACTIONDemat
Account of Angel Broking” is original and bonafied work done by me.
The project is being submitted in partial fulfillment requirements for the award degree of
Master of Business Administration, Kurukshetra University, kurukshetra.
The contents of this project are based on the field work and analysis done by me during
my tenure at PUNJAB NATIONAL BANK, FARIDABAD.
(Heena Aggarwal)
CONTENTS
**1. COMPANY PROFILE
- INTODUCTION OF PROJECT
- LITERATURE REVIEW
- RESEARCH DESIGN**
- **ANALYSIS AND INTERPRETATION
- OBSERVATION AND FINDINGS
- BIBLOGRAPHY**
- Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms.
- New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991.
SCHEDULED COMMERCIAL BANKS IN INDIA
The commercial banking structure in India consists of:
- Scheduled Commercial Banks in India
- Unscheduled Banks in India Scheduled Banks in India constitute those banks which have been included in the Second Schedule of Reserve Bank of India (RBI) Act, 1934. RBI in turn includes only those banks in this schedule which satisfy the criteria laid down vide section 42 (6) (a) of the Act. As on 30th June, 1999, there were 300 scheduled banks in India having a total network of 64,918 branches. The scheduled commercial banks in India comprise of State bank of India and its associates (8), nationalized banks (19), foreign banks (45), private sector banks (32), co-operative banks and regional rural banks. "Scheduled banks in India" means the State Bank of India constituted under the State Bank of India Act, 1955 (23 of 1955), a subsidiary bank as defined in the State Bank of India (Subsidiary Banks) Act, 1959 (38 of 1959), a corresponding new bank constituted under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970 (5 of 1970), or under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1980 (40 of 1980), or any other bank being a bank included in the Second Schedule to the Reserve Bank of India Act, 1934 (2 of 1934), but does not include a co-operative bank". "Non-scheduled bank in India" means a banking company as defined in clause (c) of section 5 of the Banking Regulation Act, 1949 (10 of 1949), which is not a scheduled bank".
The following are the Scheduled Banks in India (Public Sector):
- State Bank of India
- State Bank of Bikaner and Jaipur
- State Bank of Hyderabad
- State Bank of Indore
- State Bank of Mysore
- State Bank of Saurashtra
- State Bank of Travancore
- Andhra Bank
- Allahabad Bank
- Bank of Baroda
- Bank of India
- Bank of Maharashtra
- Canara Bank
- Central Bank of India
- Corporation Bank
- Dena Bank
The following are the Scheduled Banks in India (Private Sector):
- ING Vysya Bank Ltd
- Axis Bank Ltd
- Indusind Bank Ltd
- ICICI Bank Ltd
- South Indian Bank
- HDFC Bank Ltd
- Centurion Bank Ltd
- Bank of Punjab Ltd
- IDBI Bank Ltd The following are the Scheduled Foreign Banks in India:
- American Express Bank Ltd.
- ANZ Gridlays Bank Plc.
- Bank of America NT & SA
- Bank of Tokyo Ltd.
- Banquc Nationale de Paris
- Barclays Bank Plc
- Citi Bank N.C.
- International banking Punjab National Bank has been ranked 38th amongst top 500 companies by The Economic Times. PNB has earned 9th position among top 50 trusted brands in India. Punjab National Bank India maintains relationship with more than 200 leading international banks world wide. PNB India has Rupee Drawing Arrangements with 15 exchange companies in UAE and 1 in Singapore.
HISTORY OF THE BANK
Punjab National Bank (PNB) was registered on May 19, 1894 under the Indian Companies Act with its office in Anarkali Bazaar Lahore. The Bank is the second largest government-owned commercial bank in India with about 4,500 branches across 764 cities. It serves over 37 million customers. The bank has been ranked 248th biggest bank in the world by Bankers Almanac, London. The bank's total assets for financial year 2007 were about US$60 billion. PNB has a banking subsidiary in the UK, as well as branches in Hong Kong and Kabul, and representative offices in Almaty, Dubai, Oslo, and Shanghai.
- 1895: PNB commenced its operations in Lahore. PNB has the distinction of being the first Indian bank to have been started solely with Indian capital that has survived to the present. (The first entirely Indian bank, the Ouch Commercial Bank, was established in 1881 in Faizabad, but failed in 1958.) PNB's founders included several leaders of the Swadeshi movement such as Dyal Singh Majithia and Lala HarKishen Lal,[1]^ Lala Lalchand, Shri Kali Prosanna Roy, Shri E.C. Jessawala, Shri Prabhu Dayal, Bakshi Jaishi Ram, and Lala Dholan Dass. Lala Lajpat Rai was actively associated with the management of the Bank in its early years.
- 1904: PNB established branches in Karachi and Peshawar.
- 1940: PNB absorbed Bhagwan Dass Bank, a scheduled bank located in Delhi circle.
- 1947: Partition of India and Pakistan at Independence. PNB lost its premises in Lahore, but continued to operate in Pakistan.
- 1951: PNB acquired the 39 branches of Bharat Bank (est. 1942); Bharat Bank became Bharat Nidhi Ltd.
- 1961: PNB acquired Universal Bank of India.
- 1963: The Government of Burma nationalized PNB's branch in Rangoon (Yangon).
- September 1965: After the Indo-Pak war the government of Pakistan seized all the offices in Pakistan of Indian banks, including PNB's head office, which may have moved to Karachi. PNB also had one or more branches in East Pakistan (Bangladesh).
- 1960s: PNB amalgamated Indo Commercial Bank (est. 1933) in a rescue.
- 1969: The Government of India (GOI) nationalized PNB and 13 other major commercial banks, on July 19, 1969.
- 1976 or 1978: PNB opened a branch in London.
- 1986 The Reserve Bank of India required PNB to transfer its London branch to State Bank of India after the branch was involved in a fraud scandal.
- 1986: PNB acquired Hindustan Commercial Bank (est. 1943) in a rescue. The acquisition added Hindustan's 142 branches to PNB's network.
- 1993: PNB acquired New Bank of India, which the GOI had nationalized in 1980.
- 1998: PNB set up a representative office in Almaty, Kazakhstan.
- 2003: PNB took over Nedungadi Bank, the oldest private sector bank in Kerala. Rao Bahadur T.M. Appu Nedungadi, author of Kundalatha, one of the earliest novels in Malayalam, had established the bank in 1899. It was incorporated in 1913, and in 1965 had acquired selected assets and deposits of the Coimbatore National Bank. At the time of the merger with PNB, Nedungadi Bank's shares had zero value, with the result that its shareholders received no payment for their shares PNB also opened a representative office in London.
- 2004: PNB established a branch in Kabul, Afghanistan. PNB also opened a representative office in Shanghai. PNB established an alliance with Everest Bank in Nepal that permits migrants to transfer funds easily between India and Everest Bank's 12 branches in Nepal.
- 2005: PNB opened a representative office in Dubai.
tier 2 capital instead of adjusting against NPAs on express permission from the RBI.
VISION AND MISSION
Vision
- To evolve and position the bank as a world class, progressive, cost effective and customer friendly institution providing comprehensive financial and related services.
- Integrating frontiers of technology and serving various segments of society especially weaker section.
- Commited to excellence in serving the public and also excelling in corporate values
Mission
- To provide excellent professional services and improve its position as a leader in financial and related services.
- Build and maintain a team of motivated workforce with high work ethos.
- Use latest technology aimed at customer satisfaction and act as an effective catalyst for socio economic development.
VALUES AND ETHICS
- Bonding and Integrity
- Ethical conduct
- Periodic disclosure
- Confidentiality and fair dealing
- Compliance with rules and regulation
PRODUCTS AND SERVICES
- Total Freedom Salary Account
- PNB Prudent Sweep,
- PNB Vidyarthi SF Account,
- PNB Mitra SF
- PNB Vaibhav,
- PNB Gaurav,
- PNB Smart Roamer
- Spectrum Fixed Deposit Scheme,
- Anupam Account,
- Mahabachat Schemes,
- Multi Benefit Deposit
- Flexible Housing Loan,
- Car Finance,
- Personal Loan,
- Credit Cards
- Mahila Udyam Nidhi Scheme,
- Krishi Card,
- PNB Farmers Welfare Trust
- Gold Card scheme for exporters,
- EXIM finance
- PNB Karigar credit card,
Let’s analyze SWOT in order to know as to where the company stands
SWOT ANALYSIS
STRENGTH
Wide network Large number of customers Fast adaptability to technology Brand image
WEAKNESS
Casual behaviour
Corruption and red tapism Slow decision making due to large hierarchy High gross NPA
OPPORTUNITIES
Home to home banking services Diversification towards other fields Globalization
THREATS
