In this report all services of the SHREE RAJKOT DISTRICT CO-OPERATIVE BANK. Like loan facility, locker facility, fixed deposit facility and followed by other services provided by the bank have been analyzed and rehired with the help of primary data. We have tried our level best to include each and special features of SHREE RAJKOT DISTRICT CO-OPERATIVE BANK. in this report. Each part begins with an introduction section to know what actually does it means. The very first part of the report starts with the history of banking and followed by the company’s information and analysis of primary data.

1. A Project Report
ON
“Customer Satisfaction level towards the service provided by the
SHREE RAJKOT DISTRICT CO-OPERATIVE BANK”"
FOR
“SHREE RAJKOT DISTRICT CO-OPERATIVE BANK”
Submitted to
Marwadi Education Foundation’s Group of Institutions
In partial fulfillment of the requirement of the award for the degree of
Master of Business Administration
Under
Gujarat Technological University
Under the guidance of
Faculty Guide Company Guide
Mr. Niraj Vyas V.M. Sakhiya
(Branch Manager)
Submitted by
Priyank Patel
Enrolment No:. 138270592100
MBA Semester III
Marwadi Education Foundation’s Group of Institutions
MBA Program
Affiliated to Gujarat Technological University
Ahmedabad
July 2014

4. Preface
Practical training is the part of our study in MBA it is compulsory for each student
to take training and prepare the project report on that particular Company/Bank.
The training has been undergone for acquiring practical knowledge and
theoretical knowledge. It is essential to have practical as well as theoretical knowledge
for sustaining in the corporate world .Both are independent on each other. This will help
us in building the block which helps us to reach to the real corporate world.
Hence for the MBA students, GTU has included on special training subject in one
part of the syllabus of fulfillment of partial study of MBA. So I have undertaking the
training at” SHREE RAJKOT DISTRICT CO-OPERATIVE BANK”
I have prepared the report which include the analysis of the project undertaken in
the bank “Customer Satisfaction level towards the service provided by the
SHREERAJKOT DISTRICT CO-OPERATIVE BANK” and collected the information
related to it and also the basic information. I got all the information, which I wanted from
this company.

5. Acknowledgement
The preparation of the report is my own work, but I have taken help from many
persons. I am thankful to all those persons who helped me in completing this
report.
I express my deepest gratitude to the manager of “SHREE RAJKOT DISTRICT
CO-OPERATIVE BANK” and all the employee of the bank who provided all the
necessary information.
He gives me great pleasure in thanking V.M. Sakhiya who helped me out in my
work. Without him ever ready help, whole hearted guidance, never ending
encouragement and enthusiasm. It was difficult to bring this report to its present
form.
I would be failing my duty if I will not mention the officers and the employees of
the bank who have helped me in all ways and also thanks to my family, friends
who helped me directly or indirectly in this project.
A special thanks to my faculty guide Mr. Niraj Vyas who have helped me
throughout the project and guided me in a right direction also helped me
whenever I want.

6. Executive Summary
In this report all services of the SHREE RAJKOT DISTRICT CO-OPERATIVE BANK.
Like loan facility, locker facility, fixed deposit facility and followed by other services
provided by the bank have been analyzed and rehired with the help of primary data.
We have tried our level best to include each and special features of SHREE RAJKOT
DISTRICT CO-OPERATIVE BANK. in this report.
Each part begins with an introduction section to know what actually does it means.
The very first part of the report starts with history of banking and followed by company’s
information and analysis of primary data.
At the end of the report finding, suggestions, conclusion and bibliography is included
which helps to know that how the result has been evaluated

7. 4
Sr. No. Particulars
Part 1 General Information
1 Industry Overview 1
Overview Of Banking Sector 2
Definition of Bank 3
History Of Banking Industry 4
Indian Banking Structure 5
Types Of Bank 8
Definition Of Co-operative 12
Organizational structure co-operative bank 14
Economic Contribution Of Co-operative Bank In
India.
17
2 Company Overview 18
History and Development Of RDCB 19
Profile Of the Bank 20
Progress of RDC Bank 23
Organizational Structured 24
Objective Of RDCB 25
Mission Of The RDCB 25
Service Of The Bank 26
S.W.A.T analysis 28
Part-2 Research Work
3 Introduction of the Study 30
Background of the Study 30
Review of Literature 31
Statement of Problem 32
Objective of Study 32
Contribution & Learning from project 33
4 Research Methodology 34
Introduction 34
INDEX

8. 5
Research Design 34
Sampling Method 35
Sampling Size 35
Sources of Data 35
Data Collection Method 35
Data Collection Instrument 35
5 Analysis and Identification of Data 36
6 Findings 51
7 Suggestions and Conclusion 52
8 Limitation of the Study 54
9 Scope for Further Research 54
10 Bibliography 55
11 Annexures. 56

9. 6

10. 7
OVERVIEW OF BANKING SECTOR
In the economic development of a nation, Banks occupy in important place. Banking
institutions perform important part of the money market and are indispensable in a
modern developing society. Banking is the life blood of modern economic. It may truly
be said that modern commerce is so dependent upon banking that any cessation of
banking activity even for a few day, would completely paralysis the economic life of a
nation. From its original narrow scope and modest purpose of taking care of other
people’s money and lending a part of it. Banking has developed to such an extent that,
in countries likes England, France, and the U.S.A.
The importance of co-operative banking institutions in India has been considered
as the backbone of rural economy. At the industrial development of the country is taking
place banking services country is taking place banking services are also expanding and
efficiency of co-operative bank has a great impact on the performance of the bank in
various channels. Now a days co-operative activities of Gujarat is on the top and whole
economy co-operative activities are such as it not depend on any govt. rules and
regulations.

11. 8
DEFINATION OF BANKING
A bank company is defined as a company, which transacts the business of
banking in India. The banking regulation Act defines the business as banking by stating
the essential functions of the bank. It also states the various other businesses a banking
company may be engaged in and prohibits certain business to be performed by it.
The term “banking” is defined as “accepting”. For the purpose of lending of
investment of deposits of money from the public repayable on demand or otherwise and
withdraw by cheque, draft, order or otherwise.

12. 9
HISTORY OF BANKING INDUSTRY
Banking is as old as the authentic history and the origins of modern commercial
banking are traceable in ancient times. The New Testament mentions about the
activities of the money changers in the temples of Jerusalem. In ancient Greece around
2000B.C. the famous temples of Ephesus. Delphi and Olympia were used as
depositories for people’s surplus funds and these temples acted as the financial agents
until public confidence was destroyed by the spread of disbelief in the religion.
In Rome, the banks were called argent aril. Manchuria of coolly bistone. Some of
the banks carried business on their account and others were appointed by the
government to receive the taxes. They used to transact their business on similar lines
as those of the modern banks. People used to settle their accounts with their creditors
by giving a cheques or draft on the bank. If the creditor had also an account at the same
bank, the transfer of such money by a draft was known as prescribe and describer and
the draft was known as describer. This bank also received common in Rome. From loan
banks. The poor citizen used to receive without paying interest. Then lent money for a
period of three to four years on the security of land.
The beginning of English banking may correctly be attributed to London
goldsmiths. They used to receive their customers valuables and funds for safe custody
and issue receipts acknowledging the same.
Banking on European lines started in India, when two British managing agency
houses namely Ferguson and co. and Alexander and co. set up three banks. The first
joint stock bank was established in 1786 in the name of general bank of India. Later the
bank of Hindustan could continue only up to 1806 while the other two banks had failed
earlier. They came the era of “presidency banks” with the sanction of the British
parliament. The bank of Bengal was established in 1809 as the first presidency bank 1st
July 1935 RBI was setup. This is true not only in the case of India but also of other
countries.

13. 10
INDIAN BANKING STRUCTURE
Indian financial system
Banking and financial department
Reserve bank of India
Organized banking activities unorganized banking activities
Commercial development co-operative others
Banking banking banking
(1) Nationalize banks Postal saving banks
(2) Private banks NABARD National Housing Bank(HNB)
(3) Foreign banks (controller)
(A) National level (B)State level (A) National level (B) State level
-LIC, GIC, ICICI and regional -NCDC, NCVI
-IDBI, NSIC, IFCI level-SFCS, -NFSCD, NVCBF
-NHDC, NABARD -SIIC, SIDC
-EXIM BANK

14. 11
Co-operative banks urban banks Land development banks others
State co-operative bank urban co-op. bank (State Agri. And Rural Regional
Dist. Central co-0p. Commercial co-op. Development banks) Rural
Sub-dist. Banking unions mercantile banks State level Banks
Primary co-op. banks Others District level
Sub-district level
Primary level
The structure of the Indian banking system developed during the pre-
independence period was without any purposive control and direction. There were no
comprehensive banking laws except the bank charter Act. 1876 which regulated the
three presidency bank and the Indian companies Act, 1913 provided some safeguards
against bank failures.
In India the British government started a central bank called the Reserve bank of
India as a private sector in 1935. after independence, the new national government
nationalized it by passing the Reserve bank of India Act in 1949 has some provisions to
foster a sound and healthy banking system in India. To regulate the banking business
the Act vested enormous powers of supervision and control in the hands of the Reserve
bank of India.

15. 12
Reserve bank is the banker to the banks-commercial co-operative and regional
rural banks. This relationship is established once the name of a bank is included in the
second schedule to the Reserve bank of India Act, 1934. Such banks called the
scheduled banks are entitled to avail of the facilities of refinance from the Reserve
Bank.
Since 1966 the state co-operative banks have also been made eligible of inclusion
in the second schedule to the Act. The regional rural banks established since 1975 also
enjoy the status of scheduled banks. The public sector banks have been notified as
scheduled banks by the central government. The category of scheduled banks thus
includes.
 Commercial banks – Indian and foreign
 State co-operative banks
 Regional rural banks
A scheduled bank means a bank included in the second schedule to the Reserve Bank
of India Act, 1934. The reserve bank is empowered to include in the second schedule
the name of a bank which carries on the business of banking in India.
 It must have a paid-up capital and reserves of an aggregate value of not less
than Rs. 5 lacks.
 It must satisfy the Reserve bank that its affairs are not being conducted in a
manner detrimental to the interest of its depositors and
 It must be
o A state co-operative bank, or
o A company as defined in the companies Act, 1956, or
o An institution notified by the central government in this behalf, or
o A corporation or company incorporation by or under any law in force in
any place outside India.

16. 13
TYPES OF BANK
1.Regional rural bank
2. Nationalize bank
3. State bank group
4. Co-operative bank
5. Private bank
6. Foreign bank

17. 14
(1) Regional Rural Banks (RRB):
Regional rural banks are added in Indian banking since October 1975 the
government of India in term of the provision of the regional banks Act 1976 has
established these banks. The distinctive feature of regional rural banks is that
thought it is a separate body.
Corporate with the commercial bank which has sponsored the proposal to establish it.
The central government, while establishing a regional rural bank at the request of a
commercial bank, shall specify the local limits within which it shall operate. The regional
rural bank may establish its branches of agencies at any place within the notified area.
State bank of saurashtra sponsors regional rural banks in saurashtra.
(2) Nationalized Banks:
The Banking Regulation Act establishes it in July 1969 by nationalization of 14
major banks of India. The sent percent ownership of the bank is of government of
India.
(3) State Bank Group:
The state bank of India was established under the SBI Act, 1955. The subsidiary
banks under the state bank of India (subsidiary banks) Act 1959. The reserve bank
of India owns the state bank of India to a large extent and rest of the part is some
private ownership in the share capital of state bank of India. The state bank of India
owns the subsidiary banks.

18. 15
(4) Co-Operative Bank:
 State co-operative bank
State co-operative bank means the principal co-operative society in the state.
The primary objective of which is the financing other co-operative societies in the
state.
 Central/District co-operative banks
A central/District co-operative bank means the principal co-operative society in a
district. The primary objective of which is the financing of other co-operative in
that particular district.
 Primary/Urban co-operative banks
(5) Private Bank:
Primary objective of principal business of which the transaction is of banking
business and paid up share capital and reserve of which are not less than Rs.
1,00,000 and bye-laws of which do not permit admission of any other co-operative
society as a member.
 New private bank
These banks lead the market of Indian banking business in very short period.
Because of its variety of services and approach to handle customer, also
because of long working hours and seed of services. This is also registered
under the company Act 1956.

19. 16
(6) Foreign Bank:
Foreign bank means multi-countries bank, in case of India foreign banks are
such banks which open its branches office in India and their head office is outside of
India.

20. 17
DEFINITION OF CO-OPERATION
H. calvert define co-operation
“As a from organization, where in persons voluntarily associate together as human
beings, on a basis of equality for the promotion of the economic interest of the selves.”
According to C.R.Fay, 1904
“A co-operative society is an association for the purpose of joint trading, originating
among the weak, and conducted always an unselfish spirit on such terms that all who
are prepared to assume the duties of membership may share in its rewards in
proportion to the degree in which the make use of their association.”
Mr. Merrich M. T., 1933 defines
“Co-operation is the act of persons, voluntarily united for utilizing reciprocally their
mutual management to their own forces, resources or both under their common profit of
loss”

21. 18
The co-operative planning committee 1946 defines co-operation
“As a form of organization which propreotion voluntary associate together on a basis of
equality for the promotion of their economic interests.”
The co-operative banks have a history of almost 100 years. The Co-operative
banks are an important constituent of the Indian Financial System, judging by the role
assigned to them, the expectations they are supposed to fulfill, their number, and the
number of offices they operate. The co-operative movement originated in the West, but
the importance that such banks have assumed in India is rarely paralleled anywhere
else in the world. Their role in rural financing continues to be important even today, and
their business in the urban areas also has increased due to the sharp increase in the
Number of primary co-operative bank.
.
While the co-operative banks in rural areas mainly finance agricultural based
activities including farming, cattle, milk, hatchery, personal finance etc. along with some
small scale industries and self-employment driven activities, the co-operative banks in
urban areas mainly finance various categories of people for self-employment, industries,
small scale units, home finance, consumer finance, personal finance, etc. Some of the
co-operative banks are quite forward looking and have developed sufficient core
competencies to challenge state and private sector banks.

22. 19
ORGANIZATIONAL STRUCTURE OF CO-OPERATIVE BANKS
The co-operative banks have been established under the co-operative societies
Acts of different states. Hence the state governments regulate these banks. Only the
state co-operative banks have assessed to the reserve bank of India.
The co-operative banks have a three-tier set up. The state co-operative bank is
the apex institution in a state, while central district co-operative bank function at district
level and primary credit societies work at the village level. Co-operative banks function
within a given area. Their operations are restricted to a particular state in case of a state
Apex bank, a particular district in case of a district co-operative bank and to a local area
in case of a society. It proceeds on the principals of co-operation.
Organizational structure of co-operative banks
(1) Primary co-operative banks
(2) State co-operative banks
(3) District co-operative banks
.

23. 20
Co-operative Credit
Institution
Rural
Co-operative
Credit institution
Institution
Short Term
Structure
State
Co-operative
Banks
District central
Co-operative
Banks
Primary
Agricultural
Credit
Societies
Long Term
Structure
State
Co-operative
Agriculture & rural Dev. Bank
Primary cooperative agriculture &
Rural dev. Bank
Urban
Co-operative
Bank

24. 21
CLASSIFICATION OF BANKS IN INDIA
Banks in India can be broadly classified under two heads. They are as under:
Commercial Banks are classified as Nationalized Banks, State Bank Group,
Private sector Banks and Regional Banks. They have more contribution for an
overwhelming share of the banking business.
While co-operative banks also play an important role in mobilizing country’s
financial performance. The co-operative credit sector in India comprises rural Co-
operative credit institution and Urban Co-operative Banks. The Rural Co-operative
credit Institutions comprise of institutions such as State Co-operative Banks, District
central Co-operative Banks and primary agricultural credit societies.
Financial
Institution
Banking
Institution
Non-Banking
Institution
Scheduled
Commercial
Banks
Scheduled
Co-operative
Banks

25. 22
ECONOMIC CONTRIBUTION OF CO-OPERATIVE BANKS IN INDIA
The Co-operative movement in India, particularly co-operative banking is
one of the biggest sectors in the economy which plays an important role in national
agriculture production and income generation by way of more than 60% share in
agricultural credit disbursement.
With the advent of liberalization and globalization policy of Government of
India, it has become necessary to make co-operatives more competitive and market
oriented. The old vision of co-operatives as merely government sponsored
institutions or as individual driven organization would have to give way to a new
vision of co-operatives where in the co-operative become “competitive business
units” to play an active and effective role in economic welfare of its members. This
calls for creation and development of new type of co-operatives institutions and re-
engineering and re-innovation of existing co-operatives to meet the challenges of
new economic scenario.
This exponential growth of Cooperative Banks in India is attributed mainly
to their much better local reach, personal interaction with customers, and their ability
to catch the nerve of the local clientele.

26. 23

27. 24
HISTORY & DEVELOPMENT OF SHREE RAJKOT DISTRICT CO-
OPERATIVE BANK.
● Shree Rajkot district co-operative bank ltd. Established on 1st
October, 1959.
Then after it always get more and more achievements today.
● There are total 791 officers in 129 branches including main branch also among
them. More the 180 officers are being trained at Pune, Banglore and Lakhnow.
● They are sent for training according to the rotation of activity. This bank getting
license in 14th
September, 1994 for banking business from the reserve bank.
From the last 9 years they are getting first number for recovery get in all over
state. According to the rules of the government they are paying maximum
dividend from last 10 years.
● There are their own buildings in 50 branches and locker facility is available in
57 branches. Among total loans 82% loans are from priority sector. For the plant
of providing the credit card of the government; this bank is providing the loan of
1.52 lacks for production to the user of kisan credit card.
● Farmers are needs to the money for increasing their farm production at different
like seeds; new medicines; fertilizers and new technology. That all the loans are
provided by district co-operative banks, commercial and citizen banks.

28. 25
PROFILE OF THE BANK
Name of the Bank:
Rajkot District Co-operative Bank Ltd.
Year of Establishment:
1959
Address:
Shri Rajkot District Co-operative Bank Ltd.
“Jilla Bank Bhavan”
Kasturba Road
Rajkot – 360001
Phone no.:
(0281) 2231650-51-52-53
Fax no.:
(0281) 2223457

29. 26
Registration No.:
24940/1959
Website:
www.rdcbank.in
E-mail:
info@rdcbank.in
Form of Organization:
Co-operative Ltd.
Branches:
131 Branches + 1(H.O)
Chairmen:
Vitthalbhai Radadiya
Vice chairmen:
Ghanshyambhai Khatariya

30. 27
Managing Director:
Waghajibhai Boda
Board of Directors:
Shri Dr. Dayabhai Patel Shri Dineshbhai Bhuva
Shri Maganbhai Dhonia Shri Hardevsingh Jadeja
Shri Chhaganbhai Sojitra Shri Harjibhai Ajani
Shri Arvindbhai Tamadiya Shri Dr. Yagneshbhai Joshi
Shri Gordhanbhai Dhameliya Shri Rajendraprasad Ponkia
Shri Gajrajsingh Jadeja Shri Nanubhai V. Waghani
Shri Mohanbhai Kundariya Shri Bhanubhai Mehta
Shri Becharbhai Chadamiya Shri Kunvarjibhai Bavadiya
Shri Maganbhai Vadaviya Shri Laljibhai Savaliya
Shri Talshibhai Talpara Shri Jayantibhai Dhol
Shri M. J. Parmar Shri C. N. Tarpara (G. M.)

31. 28
PROGRESS OFSHREE RAJKOT DISTRICT CO-OPERATIVE BANK (RS.
In Crore)
Particulars 2008-2009 2009-2010 2010-2011 2011-2012 2012-2013
1)own funds 106.60 132.08 150.55 172.29 219.81
2)Deposits 600.32 723.60 871.72 1026.50 1181.70
3)Advance 296.35 419.95 514.20 548.24 688.16
4)Total business 896.67 1143.55 1385.92 1574.74 1869.86
5)Total investment 318.33 357.91 393.52 549.94 580.53
6)working funds 717.06 865.01 1049.76 1226.17 1425.68
7)Gross Profit 17.90 21.04 25.15 28.07 35.56
8)Total assets 717.06 865.01 1049.76 1226.17 1425.68
9)CRAR 26.25% 23.85% 20.76% 21.59% 21.87%
10) C/D Ratio 49.37% 58.04% 58.99% 53.41% 58.23%
11)Dividend 15% 15% 15% 15% 15%
12)Audit Class ”a” “a” “a” “a” “a”
The above table In the progress of the RDC bank Ltd. There is increasing trend
in own funds at 2008-2009 is 106.60 Crore from 219.81at 2012-2013 year. Deposits are
also increased by 155.2 Crore. Total investment are also increased 30.59 Crore.
The bank is continuously earning profit from the first year of its inception for the year
2012-2013. It is earn a profit increase of Rs.7.49 Crore. The bank is paying maximum
permissible dividend (15%) and receiving “A” class of audit for the above table.

32. 29
ORGANISATION STRUCTURE
Board of Director
Chairman
General Manager
Loan
Manager
Finance
Manager
Admini-
strator
Personal
Manager
Account
Manage
r
Deputy
Manager
Loans
Deputy
Manager
Branch
Deputy
Manager
Insurance
Deputy
Manager
Finance
Deputy
Manager
Audit
Manager
Senior
officer
Senior
officer
Junior
officer
Junior
officer
Clerk Clerk

33. 30
OBJECTIVE OF SHREE RAJKOT DISTRICT CO-OPERATIVE BANK
The Rajkot district co-operative bank is an agricultural bank and it is
also based on the development of farmers and agricultural development. And also
our economy is also based on development of villages. And the developments of
villages are connected with the development of farming.
So, the Rajkot District Co-operative Bank main objective is to develop
the farming nation and development of families which are living in villages. For the
speed of development, Rajkot District Co-operative Bank may try to increase the
development at farming field.
MISSION OF THE SHREE RAJKOT DISTRICT CO-OPERATIVE BANK
 To provide agriculture loans through the societies to farmer.
 To provide short term and middle term loans to farmer for business, housing
loan, and for purchasing of consumer durable goods and machinery.
 Providing loan on GOLD, NSC, KVP, LIC policy.
 Train staff to become more effective.

34. 31
SERVICES OF THE BANK
DEPOSITS:
Current Deposits
Fixed Deposits
Savings Deposits
Recurring Deposits
LOANS:
TERM LOANS:
Housing Loans
Business Loans
Vehicle Loans
Personal Loans
Professional Loans
Loan against NSC/KVP/LIC
CASH LOANS:
Loan to small scale
Other loan

35. 32
OTHER SERVICES
Locker System
Demand Draft
Our station cheque collection facilities
Loans against Gold Jewellary
AGRICULTURE LOANS
Middle term forming
Annual credit Plan
Self-credit plan
Self-help group linkage program

36. 33
SWOT ANALYSIS OF RDC BANK
1) STRENGTH
 Net NPA Zero since inception.
 Respectable ranking and position in Gujarat’s top Co-Operative banks
 Profitability and sound liquidity.
2) WEAKNESS
 Lack of modern management concepts
 Communication gap
 Lack of professional management
 Different co-operative act
3) OPPORTUNITY
 Strong deposit
 Maximum use of computerization
 Non-banking business increasing
4) THREATS
 Decreasing interest rate
 Risk on investment
 Government investment not provide security

37. 34

38. 35
Introduction of the Study:-
“All progress is born of inquiry. Doubt is often better then overconfidence, for it leads to
inquiry, and inquiry leads to inventions” with this context of which the significance of
research can well be understood.
Research methodology helps student to be in touch of market and get the experience of
fieldwork. It also gives necessary training in gathering, arranging and analyzing the
data, which required the technique for the collection of data appropriate to particular
problem in use of statistics questionnaires and controlled experimentation and in
recording evidence, sorting out it and interpreting it.
Background of the study:-
The banking industry has undergone a sea change after the first phase of economic
liberalization in 1991. The aim of this study is to analyze the performance of various
services taking place in SHREE RAJKOT DISTRICT CO-OPERATIVE BANK. The
banking industry is a very important part of Indian financial system and this study will
give us an opportunity to analyse the banking industry as a whole as well as the detail
of various aspects of bank’s fundaments. This study is done to see the people who are
associated with the bank for many years and know their opinion about the bank and
also the further suggestion which help the bank to expand more and grab the upcoming
opportunity.

39. 36
Literature Review:-
Invalid source specified.
The nature of banking services encourages customers to demand the highest possible
quality. In order to achieve this, it is essential to be very close to customers to capture
information on customer current and future needs, expectations and perceptions. The
main objective of this study was to examine the effect of service quality on customer
satisfaction. This study posits and develops an instrument of service quality, and
examines the relationship between perceived service quality and customer satisfaction
From various studies, SERVQUAL appears to be a consistent and reliable scale to
measure banking service quality, and provide a useful diagnostic role to play in
assessing and monitoring service quality in banks. The measurement of Banks’ service
quality has to be based on perceived quality. It is because service quality is intangible,
heterogeneous and its consumption and production occur in tandem (Lim and Tang,
2000). This research also drew conclusions and gave suggestions. The research results
are expected to provide guidance and reference for the management of commercial
banks in Jordan.
The results of this study indicated that service quality is an important antecedent of
customer satisfaction this result consistent with Five Middle Eastern Finance and
Economics - Issue 14 (2011) 69 dimensions of service quality have significant influence
on customer satisfaction. These dimensions include tangibles, reliability,
responsiveness, assurance, and empathy. Moreover, our findings show that service
quality is an important antecedent of customer satisfaction. This finding reinforces the
need for banks managers to place an emphasis on the five dimensions of service
quality.
.2 Review o

40. 37
Statement of Problem:-
A study on customer satisfaction level towards the service provided By Rajkot District
Co-operative Bank. ’’’’jkshhcch333333333
Objective of Study:-
- To know the various service provided by the bank.
- To find out the satisfaction level of Rajkot District Co-operative Bank customers.
- To understand various activities of Rajkot District Co-operative Bank.
- To have an overview about the Rajkot District Co-operative Bank.
- To know the purpose and ideology of bank.
- To get the suggestion from the customers.
- To analyze the overall banking service quality as perceived by the customers.
- To identify the mediating factor for Baking Service Quality.

41. 38
Contribution and learning from the project
When the training was started my role was to see all the activity which was carried in
the bank. In this I have studied the process of clearing, Fixed deposit etc. Also had a
look on how the employee coordinate with their customer and also what is the response
of the customer towards the employee.
During this time I have learned many things.
 How to answer the customer in a proper manner
 Learned that the employee know each employee every well
What is the need of the employee? So to avoid the communication gap between
the employee and customer.
 How to deal with the quarry of every customer
 How to handle some situation in a easy way.
 Also have a good communication between the employee and employee,
employee and manger,
 To be loyal about the work which have been allotted to them.

42. 39
Research Methodology
Introduction:-
“All progress is born of inquiry. Doubt is often better then overconfidence, for it leads to
inquiry, and inquiry leads to inventions” with this context of which the significance of
research can well be understood.
Research methodology helps student to be in touch of market and get the experience of
fieldwork. It also gives necessary training in gathering, arranging and analyzing the
data, which required the technique for the collection of data appropriate to particular
problem in use of statistics questionnaires and controlled experimentation and in
recording evidence, sorting out it and interpreting it.
Research Design:-
A research design is a blue print plan for study, used a guide in collecting and analyzing
the data. The research design that would be applied for this study is descriptive
research which involves gathering data that describe events and then organizes,
tabulates, depicts and describes the data. It used description as a tool to organize data
into patterns that emerge during this analysis.

43. 40
Sampling Method:-
The sampling method used to collect the sample will be convenient sampling method.
Sampling Size:-
In this research work the sample size is 100.
Sources of Data:-
Primary Data:-A questionnaire will be used to gather the primary data.
Data collection Method:-
The method to be used to collect the data is surveymethod which includes telephonic
survey as well as personnel survey.
Data Collection Instruments:-
The data collection instrument is well structured questionnaire.

44. 41
Analysis and Interpretation of Data
1) Name: - ___________________________________________
Gender:-
o Male
o Female
Age:-
o 20 - 30
o 31-40
o 41-50
o More than 51
Occupation: - ____________________________
1) Gender:-
Gender No.of a/c holder
Male 61
Female 39
61%
39%
Male
Female

45. 42
Analysis:-
From the Above Chart Male Are More in Number than Female. And Female Is 39% In
the Shree Rajkot District co-operative Bank inan Account and male is 61% Account In A
Shree Rajkot District Co-operative Bank.
2) Age:-
Age No.of a/c holder
20-30 40
31-40 33
41-50 16
More than 51 11
Analysis:-
From the above chart customer age who fall between 21-30 is highest i.e. 40%.and
those who fall between 31-40 is 33% and those who fall between 41-50 is 16% and
those whose age is more than 51 is 11%.
40%
33%
16%
11%
21-30
31-40
41-50
More than 51

46. 43
3) Occupations:-
Analysis:
from above chart we can easily say that the Shree Rajkot district co-operative bank
customer in a highest 37% is the business man and the 25% are farmer and 22% are
service employees and 13% are housewife and 2% are government job and 1% are
engineer are account in Shree Rajkot district co-operative bank bank.
37%
25%
13%
1%
2%
22%
Business
Farmer
Housewife
Engineer
Govt. Job
Service
Occupations No. of Customer
Business 37
Farmer 25
Housewife 13
Engineer 1
Government job 2
Service 22

47. 44
2) What kind of account do you maintain in this bank?
Current a/c 32
Saving a/c 39
Demat a/c 8
Fixed a/c 20
Analysis:-
we can see that the Shree Rajkot district co-operative bank customer are having 32%
current a/c and 40% saving a/c and 20% fixed a/c and 8% Demant a/c.
32%
40%
8%
20%
Current A/C
Saving A/C
Demat A/C
Fixed A/C

48. 45
3) Which of the following facilities is given more importance in your bank?
Loan 45
ATM 37
O/D 18
Analysis:-
From the above chart we see that Shree Rajkot district co-operative bank’s Loan
facilities is 45% and ATM facilities is 37% and o/d facilities is 18% are satisfied by the
customer.
45%
37%
18%
Loan
ATM
O/D

49. 46
4) What do you feel about overall service quality of your bank.
Average 32
Very Good 16
Excellent 15
Good 32
Poor 5
Analysis:-
From the above chart it can be said that about 32% are giving average service qualities
and16% are giving very good service qualities and 15% are giving good service
qualities and 32% are giving excellent service qualities and 5% are giving poor service
qualities.
32%
16%
15%
32%
5%
Average
Very good
Good
Excellent
Poor

50. 47
5) Do they charge unnecessarily for not maintain minimum balance in
your account?
Yes 48
No 52
Analysis:-
From the above chart we can consider that the 52% respondent think that the
bank charges more for the maintenance of the account
48%
52%
Yes
No

51. 48
6) Are you satisfied with the other facility provided by the Shree Rajkot District
Co-operative Bank?
Facility Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
Locker 46 54 0 0 0
Transfer 32 31 0 36 1
D.Dfacility 0 25 0 44 31
Demat 0 25 0 42 33
1) Locker Facilities:-
From the above chart in 54% customer are satisfied and 46% customer
are highly satisfied for locker facilities.
46%
54% Highly Satisfied
Satisfied

52. 49
2) Transfer Facilities :-
Analysis:-
We can say that 46% are satisfied with the transfer facility whereas 54% are no
satisfied.
46%
54% Highly Satisfied
Satisfied

53. 50
3) D.D facilities:-
Analysis:-
We can easily say that the 44% customer is dissatisfied and 31% customer is
strongly dissatisfied and 25% customer is satisfied in the d.d facilities.
25%
44%
31%
Satisfied
Dissatisfied
Strongly Dissatisfied

54. 51
4) Demat a/c Facilities :-
Analysis:-
From the above chart in a 42% customer are dissatisfied and 25% customer are
satisfied and 33% customer are strongly dissatisfied for Demat a/c facilities.
42%
25%
33%
Dissatisfied
Satisfied
Strongly Dissatisfied

55. 52
7) Have you taken any loan from Shree Rajkot District Co-operative Bank?
Yes 48
No 52
Analysis:-
From the above chart in a 60% customer are taken any loan and 40%
customer are don’t taken loan.
60%
40%
Yes
No

56. 53
8) If, yes which loan you have taken?
Car Loan 9
Agriculture Loan 15
Home Loan 26
Gold Loan 11
Do Not Take Loan 37
Analysis:-
From the above chart in a 60% customer are take a loan and 60% in a 43% customer
don’t taken a loan and 10% are car loan and 17% are agriculture loan and 30% are
home loan.
11%
9%
15%
27%
38% Gold Loan
Car Loan
Agriculture LOAN
Home Loan
Do not taken loan

57. 54
9) Since how long you are dealing with the Shree Rajkot District Co-operative
Bank.
Last 2 Year 24
Last 4 Year 24
Last 6 Year 26
Above 6 Year 25
Analysis:-
The customer who are dealing with bank are 24%,24%,27%and25% from last 2
year,4year,6year and above 6 year respectively.
24%
24%
27%
25%
Last 2 year
Last 4 year
Last 6 year
Last Above 6 Year

58. 55
10) Overall are you satisfied by the shree Rajkot District Co-operative Bank?
Criteria No, of Response
Highly satisfied 16
Satisfied 40
Neutral 3
Dissatisfied 30
Highly dissatisfied 11
Analysis:-
From the above chart we can easily say that Customer Satisfied Is 40% and Customer
Dissatisfied is 30%.And Customer are strongly satisfied is 16% and customer are
strongly Dissatisfied is 11% and 3% of Customer are neutral about the satisfaction.
40%
30%
16%
11%
3%
Satisfied
Dissatisfied
Strongly Satisfied
Strongly DisSatisfied
Neutral

59. 56
Findings
Like a traveller who after completing his long journey, researches his destination and
looks back at the area covered by him for recapitulating the important landmarks, he
can across; we desire to review various aspects of our studies and sum of the important
findings as per the department wise which are as under:
 Most of the customers are dealing with the bank for Last 6 years and more than 6
years.
 Majority of the customers use Saving Account in the bank.
 The most important factor that customer consider investing with the bank is
safety.
 Other important reasons are service, proximity and reputation respectively.
 Majority of the customers say that approx. 1 week of time is taken by the bank to
pass the loan.
 Apart from it more than 40% of customers are using saving account and most of
them are satisfied with the service.
 Over all we can say that most of the customers are satisfied with the services of
bank.
 One of the most important point is that new customers comes through the
recommendation of the existing customers.
 Bank is trying their best to expand their branches in other cities as well other
countries too.

60. 57
Suggestions and conclusion
Suggestion:-
As a student of MBA and according to our research work we came to know about some
important things which have enhanced our knowledge to great extent. From our point of
view all such things should be taken into consideration in Shree Rajkot district co-
operative bank All suggestions are purely based on our studies which are explained as
under:
 Many people want online demat facility from the bank and other such online
services, so bank should replace procedures with technological alternatives.
 Bank should also provide more ATM, Mobile Banking and Net Banking facilities
to their customers.
 It also requires more working hours compared to other co-operative banks which
can help to create positive impression in minds of people.
 People want more number of branches of shreeRajkot District Co-operative Bank
out of the Rajkot City, so some steps should be taken regarding the same.
 Banks’ loan schemes are attractive but the rate of interest should be reduced.
 Bank should make more efforts towards their marketing strategies.
 Bank should take customer satisfaction review periodically like private banks.
 Bank should conduct seminars and training programs for updating the knowledge
of the employees.

61. 58
Conclusion:-
A co-operative bank to survive in the market needs confidence from its members,
shareholders, customers and the whole society.
As this is an era of cut throat competition where the bank’s biggest competitors
are the commercial banks whose objective is after all to earn maximum profit where as
the objective of the co-operative bank is to fulfill its social responsibility as well as to
stand strongly in the market for maintaining its members’, shareholders’, customers’
confidence. Thus the objective of both the competitors are opposite from each other.
Furthermore, now a days, there is a trend in government to pull back its capital firm
public sector industry. As this time it is the duty of co-operative sector to take up the
responsibility of protecting people from the profiteers and exporters. This is the task of
public service and welfare and the bank has to go ahead very carefully. Then and then it
will survive in the global market with a good position.
The entire co-operative banking sector needs to make up plans for five or ten years and
it needs to decide on the basis of focus elements. Difficulties are there and they will
come in the future also in various forms. But facing them with the firm determination we
can go ahead. If mutual understanding exists among the co-operative banks, then all
the difficulties can be solved by united efforts.

62. 59
Limitation of the study
 Study was limited up toshree Rajkot District Co-operative Bank customers only,
 Time constraints have also become a major limitation.
 The sample was selected conveniently, so the response of customers’ was
dependent on their mood and situation.
Scope for further research
In this study, different services of Shree Rajkot district co-operative bank was taken
and analysis of the strengths of these bank was made with the help of various activities.
The scope of project was restricted to the customers of Rajkot city only. But there is a
huge scope for the bank to grab the upcoming opportunity which help the bank to
expand in a huge area. Due to this survey bank would come to know that what should
included in the bank to make it a customer based bank and also to rectify some of the
error that is seen.

63. 60
Bibliography
Journal:-
Anber Abraheem Shlash Mohammad, S. Y. (2011). Service Quality Perspectives and Customer
Satisfaction in Jordan. EuroJournals Publishing , 9-10.
N. Senthikumar, A. A. ( 2011). Impact of corporate social responsibility on customer.
Links:-
http://writing.wisc.edu/Handbook/ReviewofLiterature.html
http://faculty.mwsu.edu/psychology/Laura.Spiller/Experimental/sample_apa_style_litrevi
ew.pdf
http://www.rdcbank.in/

64. 61
Annexure
QUESTIONNAIRE to check Customer Satisfaction level toward the service provided by
the Shree Rajkot district co-operative Bank
Respected Sir/Madam,
I Priyank patel engaged in a study on topic named An
analysis on customer satisfaction level on service provided by RDC bank.Here it is to
analysis that is the customer satisfied with the service provider as well as service
provided by bank. So I request you to answer the question and answer will be
confidential and used it for achedemic purpose.
With Regards,
Priyank patel
1) Name: - ___________________________________________
Gender:-
o Male
o Female
Age:-
o Less than 20
o 20 to 30
o 30 to 40
o More than 40
Occupation: - ____________________________

65. 62
2) What kind of account do you maintain in this bank?
a) Current a/c
b) Saving a/c
c) Demat a/c
d) Fixed a/c
3) Which of the following facilities is given more importance in your bank?
(a)Loan facilities
(b) O/D facilities
(c) ATM facilities
4) What do you feel about overall service quality of your bank.
(a) Excellent
(b) Very good
(c) Good
(d) Average
(e) Poor
5) Do they charge unnecessarily for not maintain minimum balance in
your account?
(a) Yes
(b) No

66. 63
6) Are you satisfied with the other facility provided by the RDCB?
Facility Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
Locker
Transfer
D.D facility
Demat
7) Have you taken any loan from RDCB?
a) Yes
b) No
8) If, yes which loan you have taken?
a) Car Loan
b) Home Loan
c) Gold Loan
d) Agriculture Loan
9) Since how long you are dealing with the RDCB.
a) Last 2 year
b) Last 4 year
c) Last 6 year
d) Last 6 year above

67. 64
10) Overall are you satisfied by the RDCB?
a) Satisfied
b) Dissatisfied
c) Neutral
d) Strongly satisfied
e) Strongly dissatisfied