This document appears to be a research paper on the perception of corporate customers towards the services of J&K Bank. It includes an introduction to J&K Bank that discusses the bank's history, vision, mission, philosophy and unique characteristics such as being the only private sector bank designated as an agent of RBI. It also discusses the bank's support services including Anywhere Banking, Internet Banking and SMS Banking. The paper seems to be analyzing customer satisfaction towards J&K Bank's services through primary research and a questionnaire.
HDFC Bank was one of the first private sector banks established in India in 1994. It has grown to become one of the largest banks in India with over 1,400 branches and 3,295 ATMs across 528 cities. HDFC Bank offers a wide range of banking products and services to both retail and corporate customers through its wholesale and retail banking divisions. It has achieved numerous awards and recognition for its financial performance, innovation, and customer service.
SIP PROJECT ON ICICI BANK BY :- GAURAV BHUTGaurav Bhut
The banking industry in India has a long history dating back to indigenous bankers in ancient times who provided loans and credit. After independence, the Reserve Bank of India was established in 1935 to regulate the banking sector. Several public sector banks were nationalized in 1969 to expand access to credit. The banking industry is now regulated under the Banking Regulation Act of 1949. ICICI Bank was established in 1994 and helped pioneer private sector banking in India. It has since grown to become one of the largest private sector banks in the country.
The document provides background information on National Commerce and Credit Bank Ltd (NCCBL) in Bangladesh. It discusses NCCBL's history, organizational structure, products/services, branches, board of directors, and financial performance. During his internship at NCCBL's Banani branch, the author helped with various general banking activities like opening accounts, processing payments/deposits, providing account balances and closures. He also assisted with other administrative tasks such as file/document arrangement. The objective of the internship was to gain practical banking experience and apply academic knowledge.
This project was done by me under cheif marketing manager of J&K bank,the study was conducted by me in both rular and urban areas of srinagar to kmow consumer perception towards products and services of J&KBANK
This document provides a summary of Axis Bank, including its history, organization, markets, and products/services. Some key points:
- Axis Bank was established in 1994 as one of the first new private sector banks in India after reforms allowed private banks.
- It has over 4,000 branches and 12,000+ ATMs across India and 7 international offices.
- The bank offers a wide range of personal, corporate, SME, and investment banking products and services.
- Axis Bank aims to be a preferred financial solutions provider through customer focus, empowered employees, and technology.
The document provides an overview of the banking system in India. It discusses the history and nationalization of banks in India. There are currently 88 scheduled commercial banks in India, including 27 public sector banks, 31 private banks, and 38 foreign banks. The document then examines three specific banks - The Jammu & Kashmir Bank Limited, Kotak Mahindra Bank, and The Saraswat Co-operative Bank Limited - comparing their account types, services, and operating policies. Both public and private sector banks in India have grown in recent decades and contributed significantly to the Indian economy.
HDFC Bank was one of the first private sector banks established in India in 1994. It has grown to become one of the largest banks in India with over 1,400 branches and 3,295 ATMs across 528 cities. HDFC Bank offers a wide range of banking products and services to both retail and corporate customers through its wholesale and retail banking divisions. It has achieved numerous awards and recognition for its financial performance, innovation, and customer service.
SIP PROJECT ON ICICI BANK BY :- GAURAV BHUTGaurav Bhut
The banking industry in India has a long history dating back to indigenous bankers in ancient times who provided loans and credit. After independence, the Reserve Bank of India was established in 1935 to regulate the banking sector. Several public sector banks were nationalized in 1969 to expand access to credit. The banking industry is now regulated under the Banking Regulation Act of 1949. ICICI Bank was established in 1994 and helped pioneer private sector banking in India. It has since grown to become one of the largest private sector banks in the country.
The document provides background information on National Commerce and Credit Bank Ltd (NCCBL) in Bangladesh. It discusses NCCBL's history, organizational structure, products/services, branches, board of directors, and financial performance. During his internship at NCCBL's Banani branch, the author helped with various general banking activities like opening accounts, processing payments/deposits, providing account balances and closures. He also assisted with other administrative tasks such as file/document arrangement. The objective of the internship was to gain practical banking experience and apply academic knowledge.
This project was done by me under cheif marketing manager of J&K bank,the study was conducted by me in both rular and urban areas of srinagar to kmow consumer perception towards products and services of J&KBANK
This document provides a summary of Axis Bank, including its history, organization, markets, and products/services. Some key points:
- Axis Bank was established in 1994 as one of the first new private sector banks in India after reforms allowed private banks.
- It has over 4,000 branches and 12,000+ ATMs across India and 7 international offices.
- The bank offers a wide range of personal, corporate, SME, and investment banking products and services.
- Axis Bank aims to be a preferred financial solutions provider through customer focus, empowered employees, and technology.
The document provides an overview of the banking system in India. It discusses the history and nationalization of banks in India. There are currently 88 scheduled commercial banks in India, including 27 public sector banks, 31 private banks, and 38 foreign banks. The document then examines three specific banks - The Jammu & Kashmir Bank Limited, Kotak Mahindra Bank, and The Saraswat Co-operative Bank Limited - comparing their account types, services, and operating policies. Both public and private sector banks in India have grown in recent decades and contributed significantly to the Indian economy.
Commercial banks occupy a dominant position in the money market and form the largest component of any country's banking structure. They are the oldest, largest, and fastest growing financial institutions in India. Commercial banks play a major role in economic growth by mobilizing savings, providing short-term loans and credit, and facilitating trade and business activity through services like checking accounts and lending. They act as reservoirs that collect savings from households and allocate those funds as loans to businesses and individuals for productive investment and use.
Avinash sharma final project axis bank-2015Avinash Sharma
This document provides an overview of Axis Bank, one of India's largest private sector banks. It discusses Axis Bank's origins from UTI Bank in 1994, its prominent shareholders and subsidiaries. The summary also outlines Axis Bank's business activities, distribution network of over 2,300 branches across India, and status as one of the most profitable banking franchises in the country.
This document discusses the introduction and growth of internet banking. It begins with an overview of information technology and how technological developments led to the evolution of internet banking. It describes how information technology transformed the banking sector by allowing banks to offer new digital services and connect with customers remotely through online and mobile banking. The document then discusses some of the key benefits that technology provided banks, such as increased productivity, cost efficiencies, and the ability to develop customized products and services for different customer segments. Finally, it explains how information technology freed banks from physical branch constraints and created new opportunities to build closer relationships with customers.
- The document is an internship report submitted by Uwineza Ernest, who completed an internship at COPEDU LTD in Rwamagana, Rwanda from August 1st to September 9th, 2016. It provides background on COPEDU LTD, including their mission, vision, objectives, products, and services. It then describes the student's job responsibilities in customer service and loan services during the internship. Finally, it discusses three key learning experiences: the student's first day, dealing with a difficult customer situation, and what to do when tasks were complete.
Bank of Baroda is an Indian state-owned bank headquartered in Vadodara, Gujarat. It was founded in 1908 by Maharaja Sayajirao Gaekwad III of Baroda. In 1969, it was nationalized along with 13 other major commercial banks. Today, it has a presence in 22 countries across 5,481 branches. The bank's key functions include accepting deposits, lending funds, and providing other banking and financial services. It has over 55,000 employees serving over 82 million customers globally. Bank of Baroda remains committed to serving customers and augmenting stakeholder value through concern, care and competence.
Axis Bank is one of India's largest private sector banks established in 1994. It has over 1,900 branches across India and overseas in Singapore, Hong Kong, Shanghai, and Dubai. Axis Bank offers a wide range of banking products including consumer banking, corporate banking, investment banking, wealth management, and insurance. It has over 40,000 employees and total assets of over $54 billion as of 2012. Axis Bank aims to provide best-in-class and technology enabled banking services to both retail and corporate customers.
The document provides an overview of a project report on customer satisfaction at ICICI Bank. It includes an acknowledgements section, table of contents, and sections on the history of banking in India, banking structure in India, ICICI Bank, products and customer segments, research methodology, efforts to ensure customer satisfaction, data analysis, and conclusions.
The report examines customer satisfaction at ICICI Bank through research methods like questionnaires and data analysis. It also provides a comparative analysis of ICICI Bank against other major banks like SBI. The conclusions provide suggestions to further improve customer satisfaction based on the findings of the research.
Axis Bank was the first new private sector bank established in India in 1994. It is jointly owned by UTI, LIC, GIC and other PSU insurance companies. As of 2010, Axis Bank had over 1,000 branches across India and one of the largest ATM networks in the country. It offers a wide range of banking products and services including investment banking, corporate banking, retail banking, private banking, investment management, mortgage loans, and credit cards. Axis Bank has seen steady growth over the last few years and aims to differentiate itself from other large private banks through its business strategy.
A Research Study on Consumer Satisfaction of Private Banking SectorMinaxi Gosai
The document is a research study report on consumer satisfaction with private banking in India. It includes a literature review on the importance and objectives of the study. It then outlines the research methodology used which was a survey method with 100 questionnaires. The findings section shows that most consumers have bank accounts, prefer private banks like HDFC, ICICI and Axis, are satisfied with services, many use online banking and feel it provides benefits. Overall consumers have high trust in their bank and would recommend it to others.
The document provides background information on e-banking in India. It discusses:
1) The evolution of e-banking, from early distance banking services in the 1980s to the first online internet banking services in 1994.
2) The pre-e-banking scenario in India, where traditional banking involved limited information available only at physical branches.
3) How increased competition from private banks in the 1990s forced public sector banks to adopt technology and computerize operations.
“Customer satisfaction in public sector banks”AssassinCG
This document provides an introduction and background on a project report about customer satisfaction in public sector banks in India. It discusses the history and emergence of public sector banks in India through nationalization in the 1950s and 1980s. It also discusses the objectives and role of public sector banks before and after economic reforms in the early 1990s. The document outlines the chapters that will be covered in the project report, including the introduction, literature review, research methodology, data analysis, findings, and conclusions.
This document provides an overview of State Bank of India (SBI), including its history, operations, subsidiaries, competitors, and awards. Some key points:
- SBI is India's largest bank by assets and has a network of over 17,000 branches across India and 180 international offices.
- It has roots dating back to 1806 and was formed by the merger and nationalization of various state-associated banks.
- In addition to traditional banking, SBI has numerous non-banking subsidiaries and five associate banks that operate under the SBI brand.
- Major competitors in the public sector space include Punjab National Bank and major private sector competitors include HDFC Bank.
- SBI has received
Luận Văn Nâng Cao Chất Lượng Dịch Vụ Cho Vay Khách Hàng Cá Nhân Tại Ngân Hàng Thương Mại Cổ Phần Ngoại Thương Việt Nam - Chi Nhánh Huế đã chia sẻ đến cho các bạn nguồn tài liệu hoàn toàn hữu ích đáng để xem và tham khảo. Nếu như các bạn có nhu cầu cần tải bài mẫu này hãy nhắn tin nhanh qua zalo/telegram : 0973.287.149 để được hỗ trợ tải nhé.
This document provides a project report submitted to Savitribai Phule Pune University on "A Financial Approach Towards Performance of Various Services of Axis Bank Ltd". The report was submitted to the Department of MBA at SRES College of Engineering in Kopargaon, India in partial fulfillment of an MBA degree. The report discusses Axis Bank's financial services, account types, operations processes, and analyzes customer feedback to evaluate the bank's performance. Overall, the report finds that Axis Bank's financial position is good with opportunities to improve liquidity and increase customer relationships. It provides suggestions such as maintaining solvency and decreasing account costs.
Study on Working Capital Management at PNBProjects Kart
The prime objective of any business is to maximize the value of the company and to maximize the wealth of its shareholders. Working capital management has its own role to play in attaining this goal. Working capital is the funds required for day to day working in a business concern. The working capital management involves deciding upon the amount and composition of current assets and how to finance those assets. There should be a proper trade off between risk and profitability in each decision relating to it. This project work has been undertaken to know the procedures involved in the working capital management in PUNJAB NATIONAL BANK. An attempt is made to study the factors contributing towards working capital and the sources on which the company is depending for funds. The research study was also conducted to derive working capital ratios, to know the performance and efficiency of working capital management and to know the kind of policy adopted in this part of the management. For analyzing the factors and conditions influencing working capital tables and graphs were drawn based on the study. pubjab national bank mba project, summer internship 2017, project reprot, punjab national bank pdf, risk, project report pdf, project report, customer satisfaction in punjab national bank
Chapter 1 Indian banking introduction newNayan Vaghela
Meaning & Definition of Bank, Portfolio Management, Role of Banking Sector in Economic Development, Constituents of Banking System in India, Functional Classification of Banks
This document is a project report submitted by Shruti Mathur for her Bachelor of Management Studies degree. The report covers various topics related to internet banking in India including a history of banking in India, features and role of internet banking, products and services offered by Indian banks, risks involved, pros and cons of internet banking, challenges for banks and regulators, impact of e-transactions, uses of computers in banks, credit card frauds, banks' control of online banking, a case study on State Bank of India, and the future of banking. The report contains references, a bibliography, and questionnaires used for primary data collection.
Bank of Baroda (BoB) is one of the largest public sector banks in India with over 5000 branches globally. It was founded in 1908 in Baroda, Gujarat by the Maharaja of Baroda. Over the years, BoB has expanded both within India and internationally. In 1969, it was nationalized along with 13 other major banks. Today, BoB offers a wide range of banking products and services to corporate and retail customers. It has received several awards recognizing its leadership and customer service. BoB has a strong presence both within India and globally across over 20 countries.
CSIT Internship Final Year Report (Android Developer)Manish Tuladhar
The document provides an internship report on the development of the Runlow mobile application. It discusses:
1) The Runlow app provides ridesharing, delivery, and tour booking services in Colombo, Sri Lanka. Users can request rides and drivers near them will be alerted.
2) The intern worked as a junior Android developer at Tejobindu Solutions on the Runlow project for 3 months. Their role included developing modules for the backend and frontend interfaces.
3) The report covers requirements collection, system analysis, design, implementation, and testing of the Runlow app. It discusses functional and non-functional requirements, data modeling, development tools and methodology used.
This document appears to be a student project report on loan and advance management at Gopinath Patil Parsik Janata Sahakari Bank Ltd. It includes an acknowledgement section thanking the bank for allowing the project. It also contains chapters on the banking industry and company profile, describing the history and operations of the bank. The core chapters analyze the bank's loan and advance policies and procedures, types of loans offered, financial performance, and methods for loan recovery. Tables and graphs display interest rates and loan disbursement trends over recent years.
1) The document discusses customers' perceptions of service quality at Life Insurance Corporation of India (LIC).
2) It summarizes a study that refined the five dimensions of service quality from previous literature to a seven-factor model for measuring customers' perceptions of service quality at LIC.
3) The seven factors are: Proficiency; Media and presentations; Physical and ethical excellence; Service delivery process and purpose; Security and dynamic operations; Credibility; and Functionality. The study found that three of these factors - Proficiency, Physical and ethical excellence, and Functionality - had a significant impact on customers' overall evaluation of LIC's service quality.
Perception of customers towards services & products ofShwetanshu Gupta
The document discusses a study on customer perception of J&K Bank's products and services. It provides an introduction to J&K Bank and outlines its vision, mission, products/services. The study used a questionnaire to collect data from 37 customers on factors like reliability, responsiveness, assurance and compliance. The results found positive associations between customer perception and most factors. It was also found that marital status impacts perception of tangibility. Suggestions for improving unmarried and female customer perception are provided. Limitations and scope for future research are also discussed.
Commercial banks occupy a dominant position in the money market and form the largest component of any country's banking structure. They are the oldest, largest, and fastest growing financial institutions in India. Commercial banks play a major role in economic growth by mobilizing savings, providing short-term loans and credit, and facilitating trade and business activity through services like checking accounts and lending. They act as reservoirs that collect savings from households and allocate those funds as loans to businesses and individuals for productive investment and use.
Avinash sharma final project axis bank-2015Avinash Sharma
This document provides an overview of Axis Bank, one of India's largest private sector banks. It discusses Axis Bank's origins from UTI Bank in 1994, its prominent shareholders and subsidiaries. The summary also outlines Axis Bank's business activities, distribution network of over 2,300 branches across India, and status as one of the most profitable banking franchises in the country.
This document discusses the introduction and growth of internet banking. It begins with an overview of information technology and how technological developments led to the evolution of internet banking. It describes how information technology transformed the banking sector by allowing banks to offer new digital services and connect with customers remotely through online and mobile banking. The document then discusses some of the key benefits that technology provided banks, such as increased productivity, cost efficiencies, and the ability to develop customized products and services for different customer segments. Finally, it explains how information technology freed banks from physical branch constraints and created new opportunities to build closer relationships with customers.
- The document is an internship report submitted by Uwineza Ernest, who completed an internship at COPEDU LTD in Rwamagana, Rwanda from August 1st to September 9th, 2016. It provides background on COPEDU LTD, including their mission, vision, objectives, products, and services. It then describes the student's job responsibilities in customer service and loan services during the internship. Finally, it discusses three key learning experiences: the student's first day, dealing with a difficult customer situation, and what to do when tasks were complete.
Bank of Baroda is an Indian state-owned bank headquartered in Vadodara, Gujarat. It was founded in 1908 by Maharaja Sayajirao Gaekwad III of Baroda. In 1969, it was nationalized along with 13 other major commercial banks. Today, it has a presence in 22 countries across 5,481 branches. The bank's key functions include accepting deposits, lending funds, and providing other banking and financial services. It has over 55,000 employees serving over 82 million customers globally. Bank of Baroda remains committed to serving customers and augmenting stakeholder value through concern, care and competence.
Axis Bank is one of India's largest private sector banks established in 1994. It has over 1,900 branches across India and overseas in Singapore, Hong Kong, Shanghai, and Dubai. Axis Bank offers a wide range of banking products including consumer banking, corporate banking, investment banking, wealth management, and insurance. It has over 40,000 employees and total assets of over $54 billion as of 2012. Axis Bank aims to provide best-in-class and technology enabled banking services to both retail and corporate customers.
The document provides an overview of a project report on customer satisfaction at ICICI Bank. It includes an acknowledgements section, table of contents, and sections on the history of banking in India, banking structure in India, ICICI Bank, products and customer segments, research methodology, efforts to ensure customer satisfaction, data analysis, and conclusions.
The report examines customer satisfaction at ICICI Bank through research methods like questionnaires and data analysis. It also provides a comparative analysis of ICICI Bank against other major banks like SBI. The conclusions provide suggestions to further improve customer satisfaction based on the findings of the research.
Axis Bank was the first new private sector bank established in India in 1994. It is jointly owned by UTI, LIC, GIC and other PSU insurance companies. As of 2010, Axis Bank had over 1,000 branches across India and one of the largest ATM networks in the country. It offers a wide range of banking products and services including investment banking, corporate banking, retail banking, private banking, investment management, mortgage loans, and credit cards. Axis Bank has seen steady growth over the last few years and aims to differentiate itself from other large private banks through its business strategy.
A Research Study on Consumer Satisfaction of Private Banking SectorMinaxi Gosai
The document is a research study report on consumer satisfaction with private banking in India. It includes a literature review on the importance and objectives of the study. It then outlines the research methodology used which was a survey method with 100 questionnaires. The findings section shows that most consumers have bank accounts, prefer private banks like HDFC, ICICI and Axis, are satisfied with services, many use online banking and feel it provides benefits. Overall consumers have high trust in their bank and would recommend it to others.
The document provides background information on e-banking in India. It discusses:
1) The evolution of e-banking, from early distance banking services in the 1980s to the first online internet banking services in 1994.
2) The pre-e-banking scenario in India, where traditional banking involved limited information available only at physical branches.
3) How increased competition from private banks in the 1990s forced public sector banks to adopt technology and computerize operations.
“Customer satisfaction in public sector banks”AssassinCG
This document provides an introduction and background on a project report about customer satisfaction in public sector banks in India. It discusses the history and emergence of public sector banks in India through nationalization in the 1950s and 1980s. It also discusses the objectives and role of public sector banks before and after economic reforms in the early 1990s. The document outlines the chapters that will be covered in the project report, including the introduction, literature review, research methodology, data analysis, findings, and conclusions.
This document provides an overview of State Bank of India (SBI), including its history, operations, subsidiaries, competitors, and awards. Some key points:
- SBI is India's largest bank by assets and has a network of over 17,000 branches across India and 180 international offices.
- It has roots dating back to 1806 and was formed by the merger and nationalization of various state-associated banks.
- In addition to traditional banking, SBI has numerous non-banking subsidiaries and five associate banks that operate under the SBI brand.
- Major competitors in the public sector space include Punjab National Bank and major private sector competitors include HDFC Bank.
- SBI has received
Luận Văn Nâng Cao Chất Lượng Dịch Vụ Cho Vay Khách Hàng Cá Nhân Tại Ngân Hàng Thương Mại Cổ Phần Ngoại Thương Việt Nam - Chi Nhánh Huế đã chia sẻ đến cho các bạn nguồn tài liệu hoàn toàn hữu ích đáng để xem và tham khảo. Nếu như các bạn có nhu cầu cần tải bài mẫu này hãy nhắn tin nhanh qua zalo/telegram : 0973.287.149 để được hỗ trợ tải nhé.
This document provides a project report submitted to Savitribai Phule Pune University on "A Financial Approach Towards Performance of Various Services of Axis Bank Ltd". The report was submitted to the Department of MBA at SRES College of Engineering in Kopargaon, India in partial fulfillment of an MBA degree. The report discusses Axis Bank's financial services, account types, operations processes, and analyzes customer feedback to evaluate the bank's performance. Overall, the report finds that Axis Bank's financial position is good with opportunities to improve liquidity and increase customer relationships. It provides suggestions such as maintaining solvency and decreasing account costs.
Study on Working Capital Management at PNBProjects Kart
The prime objective of any business is to maximize the value of the company and to maximize the wealth of its shareholders. Working capital management has its own role to play in attaining this goal. Working capital is the funds required for day to day working in a business concern. The working capital management involves deciding upon the amount and composition of current assets and how to finance those assets. There should be a proper trade off between risk and profitability in each decision relating to it. This project work has been undertaken to know the procedures involved in the working capital management in PUNJAB NATIONAL BANK. An attempt is made to study the factors contributing towards working capital and the sources on which the company is depending for funds. The research study was also conducted to derive working capital ratios, to know the performance and efficiency of working capital management and to know the kind of policy adopted in this part of the management. For analyzing the factors and conditions influencing working capital tables and graphs were drawn based on the study. pubjab national bank mba project, summer internship 2017, project reprot, punjab national bank pdf, risk, project report pdf, project report, customer satisfaction in punjab national bank
Chapter 1 Indian banking introduction newNayan Vaghela
Meaning & Definition of Bank, Portfolio Management, Role of Banking Sector in Economic Development, Constituents of Banking System in India, Functional Classification of Banks
This document is a project report submitted by Shruti Mathur for her Bachelor of Management Studies degree. The report covers various topics related to internet banking in India including a history of banking in India, features and role of internet banking, products and services offered by Indian banks, risks involved, pros and cons of internet banking, challenges for banks and regulators, impact of e-transactions, uses of computers in banks, credit card frauds, banks' control of online banking, a case study on State Bank of India, and the future of banking. The report contains references, a bibliography, and questionnaires used for primary data collection.
Bank of Baroda (BoB) is one of the largest public sector banks in India with over 5000 branches globally. It was founded in 1908 in Baroda, Gujarat by the Maharaja of Baroda. Over the years, BoB has expanded both within India and internationally. In 1969, it was nationalized along with 13 other major banks. Today, BoB offers a wide range of banking products and services to corporate and retail customers. It has received several awards recognizing its leadership and customer service. BoB has a strong presence both within India and globally across over 20 countries.
CSIT Internship Final Year Report (Android Developer)Manish Tuladhar
The document provides an internship report on the development of the Runlow mobile application. It discusses:
1) The Runlow app provides ridesharing, delivery, and tour booking services in Colombo, Sri Lanka. Users can request rides and drivers near them will be alerted.
2) The intern worked as a junior Android developer at Tejobindu Solutions on the Runlow project for 3 months. Their role included developing modules for the backend and frontend interfaces.
3) The report covers requirements collection, system analysis, design, implementation, and testing of the Runlow app. It discusses functional and non-functional requirements, data modeling, development tools and methodology used.
This document appears to be a student project report on loan and advance management at Gopinath Patil Parsik Janata Sahakari Bank Ltd. It includes an acknowledgement section thanking the bank for allowing the project. It also contains chapters on the banking industry and company profile, describing the history and operations of the bank. The core chapters analyze the bank's loan and advance policies and procedures, types of loans offered, financial performance, and methods for loan recovery. Tables and graphs display interest rates and loan disbursement trends over recent years.
1) The document discusses customers' perceptions of service quality at Life Insurance Corporation of India (LIC).
2) It summarizes a study that refined the five dimensions of service quality from previous literature to a seven-factor model for measuring customers' perceptions of service quality at LIC.
3) The seven factors are: Proficiency; Media and presentations; Physical and ethical excellence; Service delivery process and purpose; Security and dynamic operations; Credibility; and Functionality. The study found that three of these factors - Proficiency, Physical and ethical excellence, and Functionality - had a significant impact on customers' overall evaluation of LIC's service quality.
Perception of customers towards services & products ofShwetanshu Gupta
The document discusses a study on customer perception of J&K Bank's products and services. It provides an introduction to J&K Bank and outlines its vision, mission, products/services. The study used a questionnaire to collect data from 37 customers on factors like reliability, responsiveness, assurance and compliance. The results found positive associations between customer perception and most factors. It was also found that marital status impacts perception of tangibility. Suggestions for improving unmarried and female customer perception are provided. Limitations and scope for future research are also discussed.
El documento presenta el método Servperf para medir la calidad en la prestación de servicios. Describe las cinco dimensiones del modelo (tangibles, fiabilidad, capacidad de respuesta, seguridad y empatía) y los elementos que componen cada una. Además, explica los pasos metodológicos para aplicar el método, incluyendo la identificación de clientes, encuentros de servicio y realización de encuestas. Finalmente, resume brevemente un caso práctico de aplicación del método en un restaurante.
A study on customer satisfaction for fastrack watchesBella Meraki
Fastrack is one of the leading wrist watch brand in India, Fastrack was launched in 1998. The brand was aimed at the youth segment (15-25 years of age). The brand was promoted with the slogan "Cool Watches from Titan‖ Fastrack has an established brand image for quality, price and ranges of style it offers. However it is often found that customers have still certain issues with this brand, one of the issue is that the service after sales is not good. Customer often find it difficult to repair the watch or change the strap, dial etc. most of the retail stores doesn‘t keep spare parts reason being that Fastrack watches style changes at a faster rate, hence customers are forced to go with domestic brands straps which doesn‘t even suit the watch. Another issue is that all varieties of the brand is not available in all retail store, the customers are forced for online shopping to get their desired watches.
This document discusses the SERVQUAL model, which is a framework for measuring service quality. It was developed in the 1980s and measures service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. The document explains the five gaps in service quality as identified by the SERVQUAL model and provides examples. It also discusses criticisms of the model and how organizations can use it to measure customer expectations and perceptions over time to improve service quality.
Customer Satisfaction towards J&K Bank by Ishfaq Ahmed ReshiAshu Reshi
This document provides an overview and summary of a summer training project report on a customer satisfaction survey of J&K Bank. It begins with an acknowledgment section thanking various individuals who provided guidance and support. It then includes a declaration stating that the project was the author's original work. The executive summary provides high-level details about the project, including that it surveyed 260 J&K Bank customers to analyze their satisfaction levels and perceptions of the bank's services. It mentions that most customers showed satisfaction with the bank's services and facilities. It also includes several key findings from the data analysis section of the full report. The document concludes with a table of contents that outlines the various sections and sub-sections included in the full project report
This document contains information about a project completed by Owais Farooq on J&K Bank. It includes a declaration that the project was completed under the supervision of Reena Nanda and submitted to Punjab Technical University to fulfill requirements for a Bachelor of Business Administration degree. It also includes an acknowledgement thanking Reena Nanda for her guidance throughout the project.
Sources Used By J&K Bank in Recruitment ProcessAamir Sufi
This document provides information about a project report on the recruitment sources used by J&K Bank in Jammu and Kashmir, India. It includes sections on the history of J&K Bank, services provided by the bank, sources of recruitment, recruitment methods, constraints to recruitment, objectives and methodology of the study, analysis and findings. J&K Bank was established in 1938 and today has over 500 branches across India. It provides various banking and financial services and uses different sources and methods for recruitment like referrals, job portals, campus placements etc. The project aims to analyze the recruitment sources and process of J&K Bank.
This document is a project report submitted by Chetna Arya to J&K Bank Ltd. for her Bachelor's degree. It discusses working capital management at J&K Bank, including analyzing current assets, current liabilities, various capital ratios, and the MPBF (Maximum Permissible Bank Finance) method for determining working capital needs. The report provides an overview of J&K Bank, including its history, mission, vision, services, and financial performance over several years.
This document appears to be a student project report on analyzing working capital in the banking sector, specifically focusing on Jammu & Kashmir Bank. It includes an introduction to the bank, outlining its history and operations. Several chapters are proposed to cover conceptual discussions of working capital, the financials and analysis of working capital at J&K Bank through ratio analysis, funds flow analysis and budgeting. Case studies on working capital management at the bank are also mentioned. The objective is to understand how working capital is managed in corporate banking.
Project financing involves using project debt and equity to finance long-term infrastructure and industrial projects. It uses a complex structure with multiple equity investors and banks providing loans secured by the project's assets and cash flows. A special purpose entity is typically created to shield other sponsor assets from project failure. Project finance is commonly used in industries like mining, transportation, telecommunications and utilities. The presentation then discusses the history and operations of J&K Bank, including its products, mission, vision and financial performance over time.
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NEW AGE FINANCIAL PRODUCTS & THEIR ROLE IN TRANSFORMING MODERN BANKINGRADHIKA GUPTA
This document is a dissertation submitted to the University of Jammu for a Master's degree in Business Administration. It discusses new age financial products and their role in transforming modern banking. The dissertation provides an overview of Jammu and Kashmir Bank, including its history, products, services, brand identity, CSR activities, and SWOT analysis. It finds that new products like ATMs, credit/debit cards, e-banking, and SMS banking have significantly changed customer behaviors and the way banking is conducted.
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barriers and use case study of mobile internet for the age group above 40-- A...Shwetanshu Gupta
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barriers and use case study for mobile internet for the age group above 40- A...Shwetanshu Gupta
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"Does Foreign Direct Investment Negatively Affect Preservation of Culture in the Global South? Case Studies in Thailand and Cambodia."
Do elements of globalization, such as Foreign Direct Investment (FDI), negatively affect the ability of countries in the Global South to preserve their culture? This research aims to answer this question by employing a cross-sectional comparative case study analysis utilizing methods of difference. Thailand and Cambodia are compared as they are in the same region and have a similar culture. The metric of difference between Thailand and Cambodia is their ability to preserve their culture. This ability is operationalized by their respective attitudes towards FDI; Thailand imposes stringent regulations and limitations on FDI while Cambodia does not hesitate to accept most FDI and imposes fewer limitations. The evidence from this study suggests that FDI from globally influential countries with high gross domestic products (GDPs) (e.g. China, U.S.) challenges the ability of countries with lower GDPs (e.g. Cambodia) to protect their culture. Furthermore, the ability, or lack thereof, of the receiving countries to protect their culture is amplified by the existence and implementation of restrictive FDI policies imposed by their governments.
My study abroad in Bali, Indonesia, inspired this research topic as I noticed how globalization is changing the culture of its people. I learned their language and way of life which helped me understand the beauty and importance of cultural preservation. I believe we could all benefit from learning new perspectives as they could help us ideate solutions to contemporary issues and empathize with others.
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NIM is calculated as the difference between interest income earned and interest expenses paid, divided by interest-earning assets.
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TEST BANK Principles of cost accounting 17th edition edward j vanderbeck maria r mitchell.docx
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In a tight labour market, job-seekers gain bargaining power and leverage it into greater job quality—at least, that’s the conventional wisdom.
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University of North Carolina at Charlotte degree offer diploma Transcripttscdzuip
办理美国UNCC毕业证书制作北卡大学夏洛特分校假文凭定制Q微168899991做UNCC留信网教留服认证海牙认证改UNCC成绩单GPA做UNCC假学位证假文凭高仿毕业证GRE代考如何申请北卡罗莱纳大学夏洛特分校University of North Carolina at Charlotte degree offer diploma Transcript
Economic Risk Factor Update: June 2024 [SlideShare]Commonwealth
May’s reports showed signs of continued economic growth, said Sam Millette, director, fixed income, in his latest Economic Risk Factor Update.
For more market updates, subscribe to The Independent Market Observer at https://blog.commonwealth.com/independent-market-observer.
Independent Study - College of Wooster Research (2023-2024) FDI, Culture, Glo...AntoniaOwensDetwiler
"Does Foreign Direct Investment Negatively Affect Preservation of Culture in the Global South? Case Studies in Thailand and Cambodia."
Do elements of globalization, such as Foreign Direct Investment (FDI), negatively affect the ability of countries in the Global South to preserve their culture? This research aims to answer this question by employing a cross-sectional comparative case study analysis utilizing methods of difference. Thailand and Cambodia are compared as they are in the same region and have a similar culture. The metric of difference between Thailand and Cambodia is their ability to preserve their culture. This ability is operationalized by their respective attitudes towards FDI; Thailand imposes stringent regulations and limitations on FDI while Cambodia does not hesitate to accept most FDI and imposes fewer limitations. The evidence from this study suggests that FDI from globally influential countries with high gross domestic products (GDPs) (e.g. China, U.S.) challenges the ability of countries with lower GDPs (e.g. Cambodia) to protect their culture. Furthermore, the ability, or lack thereof, of the receiving countries to protect their culture is amplified by the existence and implementation of restrictive FDI policies imposed by their governments.
My study abroad in Bali, Indonesia, inspired this research topic as I noticed how globalization is changing the culture of its people. I learned their language and way of life which helped me understand the beauty and importance of cultural preservation. I believe we could all benefit from learning new perspectives as they could help us ideate solutions to contemporary issues and empathize with others.
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1. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 1
THE BUSINESS SCHOOL
COURSE: MBA (208)
SUBJECT: ADVANCED RESEARCH METHODOLOGY
TOPIC: “PERCEPTION OF CORPORATE CUSTOMERS
TOWARDS SERVICES OF J&K BANK”
SUBMITTED TO: SUBMITTED BY:
DR. VINAY CHAUHAN SHWETANSHU GUPTA (49)
SIDHARTH GUPTA (50)
SHIVANI GUPTA (46)
SUSHANT GUPTA (47)
2. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 2
DECLARATION
We undersigned hereby declare that this report entitled “ENTREPRENEURIAL
INTENTIONS ON THE BASIS OF DEMOGRAPHICS” conducted under the supervision of
The Business School), Jammu University. The empiricalDr.Vinay Chauhan, Faculty (
findings in this report are based on the data collected by us and we will claim no right to own or
change or transform or publish this data as it stands the personal property of the institute. The
work is humbly submitted to The Business School, Jammu University for purely academic
purpose.
SHWETANSHU GUPTA (49)
SIDHARTH GUPTA (50)
SHIVANI GUPTA (46)
SUSHANT GUPTA (47)
3. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 3
ACKNOWLEDGEMENT
Completing a task is never one man’s effort. It is often the result of invaluable contribution
of number of individuals.
Acknowledging anyone in mere words is very difficult job.
My first and foremost thanks and obeisance to the supreme divine who ameliorated us with
relentless grace bestowed upon us all the time.
We owe immense heartfelt gratitude to our Prof. Dr. Vinay Chauhan to whom we are deeply
indebted for his valuable guidance, help, patience and encouragement without which this work
would have never come to fruition.
We are equally thankful to our parents for their unequivocal support throughout, as always, for
which our mere expressions of thanks likewise doesn‟t suffice.
We would like to express our sincere thanks to our seniors and friends for their generous
cooperation and friendly support and especially to Ms Shipra Gupta, Ph.D. Scholar, Commerce
department, University of Jammu.
Further, we would like to thank each and every one who provided a sort of camaraderie and help
during our research work.
4. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 4
LIST OF CONTENTS
S.NO CONTENTS PAGE.NO
1 ABSTRACT 7
2 INTRODUCTION TO JK BANK 8
3 PERCEPTION AND CUSTOMER
SATISFACTION
24
4 REVIEW OF LITERATURE & RESEARCH
METHODOLOGY
30
5 DATA ANALYSIS & INTERPRETATION 40
6 SUGGESTIONS AND RECOMMENDATIONS 49
7 LIMITATIONS OF RESEARCH 50
8 FUTURE SCOPE 51
8 QUESTIONNAIRE 52
9 REFERENCES 56
5. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 5
LIST OF TABLES
SNO NAME OF TABLE PAGE
NO.
1 PROFILE OF RESPONDENTS 41
2 HYPOTHESES OF STUDY 42
3 CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
RELIABILITY AND PERCEPTION OF CUSTOMERS TOWARDS
PRODUCTS AND SERVICES OF J&K BANK
43
4 CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
RELIABILITY AND PERCEPTION OF CUSTOMERS TOWARDS
PRODUCTS AND SERVICES OF J&K BANK
44
5 CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
ASSURANCE AND PERCEPTION OF CUSTOMERS TOWARDS
PRODUCTS AND SERVICES OF J&K BANK
45
6 CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
COMPLIANCE AND PERCEPTION OF CUSTOMERS TOWARDS
PRODUCTS AND SERVICES OF J&K BANK
46
7 OUTPUTS FROM T-TEST 47
8 OUTPUTS FROM T-TEST 48
6. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 6
LIST OF FIGURES
SNO NAME OF TABLE PAGE
NO.
1 ORGANIZATION OF STRUCTURE 23
2 RELATION BETWEEN SERVICE QUALITY AND PERCEPTION 27
3 HYPOTHESES RESEARCH MODEL 31
7. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 7
ABSTRACT
The banking sector in India has always been considered as a premiere service sector. It has
gone through various reforms in the last couple of decades. Constant efforts have been made
to better the services and their quality delivered to the customers. Customers also have left
the traditional ways of banking. The essence of banking has moved far above from just
keeping safe the money. The heightened competition and versatility in the services provided
by banks has made both the corporate and the retail clients to become more choice-based
and product-oriented towards the banks. It has led customers to turn less ‗loyal„towards a
particular bank. This paper tries to analyze customer satisfaction in the Indian banking sector
towards the various services offered to them. A case study of Jammu & Kashmir Bank (J&K
Bank) was undertaken to analyze various dimensions of services and its impact on the
customer satisfaction. A questionnaire was devised to get responses from customers of the
bank for their loyalty about the services of the bank and the chances of their defection.
KEYWORDS:
CUSTOMER SATISFACTION, PERCEPTION, J&K BANK, SERVICES,
8. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 8
Chapter I
Introduction to J and K bank
9. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 9
BREIF HISTORY OF J&K BANK
The Jammu and 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 Family, 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. In 1971, the Bank acquired the status of a scheduled bank and was declared as an
A-Class bank by the Reserve Bank of India in 1976.The bank had to face serious problems at the
time of independence when out of its total of ten 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 Chairman and CEO of
Jammu & Kashmir Bank. However the State Govt. came to its rescue with the assistance of
Rs6.00 Lacks to meet the claims thereafter, the bank overcame its difficulties and kept growing.
Following the extension of Central laws to the state of Jammu & Kashmir, the bank was defined
as a govt. company as per the provisions of Indian Companies Act 1956. The bank had its first
full time chairman in 1971, following social Central measures in banks .The year 1971 was a
turning point for the bank on conferment of scheduled bank status and witnessed remarkable
progress in all the vital fields of operations. The bank was declared as "A" Class Bank by
Reserve Bank of India in 1976. In recognition of dominant role and exalted performance,
Reserve bank of India appointed the bank as its agent for performing the general banking
business of the Central Govt. especially in maintaining currency chests and collection of taxes.
10. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 10
UNIQUE CHARACTERISTICS & SERVICES
J&K Bank carries out banking business of the Central Government. Inspite of a government
equity holding of 53 per cent, Jammu & Kashmir Bank (J&K Bank) is regarded as a private
sector bank .J&K Bank is the one and only banker and lender of last resort to the Government of
J&K. Plan and non-plan funds, taxes and non-tax revenues are routed through the J&K Bank
J&K Bank claims the distinction of being the only private sector bank that has been designated
as agent of RBI for banking The services of J&K Bank are utilized for the purposes of disbursing
the salaries of Government officials. J&K Bank collects taxes pertaining to Central Board of
Direct Taxes, in Jammu & Kashmir.
Unique features that differentiate J&K Bank depository from other broking firms are as follows:-
3-in-1 Account which integrates
J&K Bank demat account
J&K Bank savings account
Online investment account (Trading Account)
Convenience
The 3-in-1 account integrates banking, broking and demat accounts. When customers place buy
or sell order with J&K Bank depository, the system checks the funds and shares available in
their bank and demat account respectively and executes the trade on the exchange online. The
bank account and the demat account is automatically debited or credited. This enables
DEMAT
ACCOUNT
BANK
ACCOUNT
TRADING
ACCOUNT
11. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 11
customers to trade in shares without going through the hassles of tracking settlement cycles,
writing cheques and Transfer Instructions, chasing his/her broker for cheques or Transfer
Instructions etc.
Speed
Customers can get the latest quotes of scripts and this enables them to place an order
immediately.
Control
Customer gets an order confirmation instantly. This ensures that one has indeed placed an order
at the price one wanted to. Thus, one has complete control over his order.
VISION OF THE BANK
The Bank's vision is “To catalyze economic transformation and capitalize on growth”. The
bank aspires to make Jammu and Kashmir the most prosperous state in the country, by helping
create a new financial architecture for the J&K economy, at the center of which will be the J&K
Bank. The Bank is committed to achieve healthy growth in profitability and simultaneously to
remain consistent with the Bank's risk appetite and at the same time ensuring the highest levels
of ethical standards, professional integrity and regulatory compliance.
MISSION OF THE BANK
The company‟s mission is two-fold: To provide the people of J&K international quality financial
services and solutions and to be a super-specialist bank in the rest of the country. The two
together will make it the most profitable bank in the country.
PHILOSOPHY:
The Bank‟s Corporate Governance philosophy is woven around its total commitment to the
ethical practices in the conduct of its business, while striving in the constant quest to grow with
profits and enhance shareholders value and align the interests of the Stakeholders and Society
through adoption of best international practices and standards. The Corporate Governance
policies of your Bank recognize the accountability of the Board vis-à-vis its various constituents
12. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 12
including customers, shareholders, investors, employees, Government and regulatory authorities
and societal responsibilities as a corporate citizen.
J&K Bank is committed to the best and transparent corporate governance practices. It believes
that proper corporate governance practices leads to effective management and control of
business, which in turn provides best value to all its stakeholders through highly motivated
personnel, visionary leadership, respect for people and society, innovation and sound fiscal
discipline.
Your Directors have immense pleasure in presenting the 67th Annual Report on the business and
operations of your Bank together with the audited accounts for the year ended March 31.2011,
RECOGNITION AND AWARDS
The Bank won the prestigious Asian Banking Award – 2005 for its „Development Project
Financing Programme, contributing significantly to the development of tourism industry of the
J&K State. The award was presented by the Under Secretary Finance, Philippines, at a glittering
Gala Dinner award function held at Manila, Philippines on June 17, 2005. The annual Asian
banking awards recognize and honor Asian banks for outstanding, innovative and world-class
products and programs implemented during the previous year. It is the most respected and
premier banking awards program in Asia Pacific region. It is worth mentioning that the Bank has
won the Asian Banking Award consecutively for the two years. Before this, the Bank had won
the award for Customer Convenience Programmes and was also given runners up certificate for
its project „Motivating Employees for Better Performance' under „Operational Efficiency
Programme' category. The Bank was ranked fifth among the top ten Asian banks and 762nd
among top 1000 World banks. A renowned business journal "Business Today” ranked JK Bank
among 25 top investor friendly companies in India, the only bank in the whole Indian Banking
industry, which has been ranked in the magazine among first 10 Investor Friendly Companies.
The Bank for the second consecutive year was ranked Best Private Sector Bank in Financial
Express/ Ernest and Young combined Survey for the year 2002-03 released recently. Bank was
awarded „Shiromani Award' for outstanding achievements in the field of banking and
commitment to national progress and human welfare during the year under report. The Bank has
figured among 24 Indian companies in Forbes Global - 100 best „under a billion Asia's Rising
13. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 13
Companies', listed by Forbes magazine in its issue dated November 01 2006. The publication has
commended J&K Bank for representing economic dynamism in the region, sustained growth in
all spheres and an excellent track record of rewarding its shareholders.
BANKS NEW IDENTITY
The new identity of the J&K Bank is a visual representation of the Bank‟s philosophy
and business strategy. The three colored squares represent the three regions of the state viz,
Jammu, Kashmir and Ladakh. The counter-form created by the interaction of the squares is a
falcon with outstretched wings – a symbol of power, speed and empowerment. The synergy
between the three regions propels the bank towards new horizons. Green signifies growth and
renewal, blue conveys stability and unity, and red represents energy and power. All these
attributes are integrated and assimilated in the white counter-form.
SUPPORT SERVICES
Technology application has remained the thrust area of the Bank for last many years with an objective to
offer state of the art world class Banking facilities to its customers. The Bank continued to leverage
information technology as a strategic tool for its business operations, to gain competitive edge in
customer service as well as improving productivity and efficiency. The Bank‟s IT strategy emphasizes
enhanced level of customer services through 24x7 availability, multi-channel Banking and cost efficiency
through optimal use of electronic channels, wider market reach and opportunities for cross-selling. The
Bank‟s focus is on harnessing technology for integrating diverse products and services. Keeping this in
view, the Bank continued to widen the scope of multiple delivery channels such as ATM installations,
Anywhere Banking, Internet Banking and SMS Banking at more & more centres.
Anywhere Banking Features
14. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 14
Power to Access to your accounts across our branch network.
The facilities include Cash Deposit/Withdrawal and transfer.
Outstation Cheque collection.
Internet Banking/Features
Available for both Retail and Corporate users.
SMS Banking
Statement of Accounts.
Funds Transfer.
Submit the filled form at your branch for creation of your Internet banking user
Corporate/Retail Internet Banking
Both corporate and retail clients can access their accounts anytime and from any location via the World
Wide Web. Presently following services are available to the corporate clients:
Access/view of accounts
Transfer of Funds between self linked accounts maintained with our bank.
Transfer of Funds from their own accounts to external accounts (e.g. Vendor payment)
Transfer of Funds from external to own accounts (e.g. dealer collection).
Transfers of Bulk upload.
Transfer to non J & K Bank account holders through RBI NEFT/RTGS.
Transfer of non-standard bills.
Utility bill payments.
Ecommerce facility for JK Bank Ebanking customers
J & K Bank Secure Payment Gateway, to provide ecommerce facility to the ebanking customers.
Tie up with M/S Avenues India Pvt. Ltd. (Ccavenue) and M/S BillDesk, for extending ecommerce
facility to the ebanking customers.
The facility shall be available to only such ebanking users, which have been enabled by the Bank for
Bill Payment facility.
ebanking users intending to purchase goods online through the Ccavenue shopping site shall be
required to:
15. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 15
Logon to the Master Merchant‟s (M/S Avenues India Pvt. Ltd.) website
http://world.ccavenue.com/content/clients.jsp.,
Select the item to be purchased
Select ebanking as the mode of payment.
Select the J & K Bank and the system will take the user to the J & K Bank‟s ebanking site prompting
him to enter his ebanking user-id and password.
After entering the Bank‟s ebanking site the customer will be able to pay the amount of bill by debit to
its own account.
M/S BillDesk - is a useful service that provides customers a single point of contact for all your
payment needs. Our customer can pay bills and make other payments online. Instead of writing a
cheque each time, now our customers can use any device connected to the Internet (computer, kiosk,
etc) and make payments with the click of a mouse. In effect, through BillDesk customers can now
make All Payments at a Single Location.
e-Payment of Tax for
JK Bank Ebanking customers
NSDL (National Securities Depository Ltd.), the first and largest depository in India, established in
August 1996 and promoted by institutions of national stature responsible for economic development
of the country has since established a national infrastructure of international standards that handles
most of the securities held and settled in dematerialised form in the Indian capital market.
Tax Information Network (TIN), a repository of nationwide tax related information, has been
established by National Securities Depository Limited on behalf of Income Tax Department of India
(ITD).
Although India had a vibrant capital market which is more than a century old, the paper-based
settlement of trades caused substantial problems like bad delivery and delayed transfer of title till
recently.
e-Payment facilitates payment of direct taxes online by taxpayers. To avail of this facility the
taxpayer is required to have a net-banking account with any of the banks certified by NSDL,CBDT
and RBI for collection of Direct TAX. J&K Bank has been added to the list.Also, e-payment of
Indirect Tax for J&K State Govt. has been added to our services.
SMS Banking
Be in touch with your account on the move Features
16. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 16
Balance Enquiry
Transaction enquiry
Cheque Status Enquiry
ATM Services Features
A network of more than 325 ATMs deployed across the country.
Accepting Maestro / Cirrus / Mastercard / VISA / NFS atm / debit / credit cards.
Debit Cards Features
Pin Based -Maestro / Cirrus Debit Card
Provides online access to savings or current account.
Accepted at all Domestic as Well as International MasterCard™, Maestro™, Cirrus™ Enabled
ATM's and Point Of Sale locations.
Accepted at National Financial Switch (NFS) ATM's.
No Transaction Fee at JK Bank ATM's
No Transaction Fee on purchases
Credit Cards Features
20-50 day Credit Free Period
Revolving Credit Facility on paying of minimum payment due in the same billing period.
Hassle free credit facility at competitive rate of interest.
Cash Withdrawal Facility upto 20% of total credit limit.
Loyalty programme
MasterCard® SecureCode™ enbaled Credit Cards.J&K Bank lets you shop securely online with your
J&K Bank MasterCard Credit Card. This service through a simple checkout process, confirms your
identity when you make purchases on the Internet
To use the facility, you would:
Connect to the Internet and shop online using your J&K Bank Credit Card.
You don't need any special software to use MasterCard SecureCode.
Using this facility is as easy as using a PIN for ATM transactions.
Grievance Nodal Officer for Credit Cards
Mr. Parvez Ahmad
17. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 17
0194-2486427
grievance.creditcards@jkbmail.com
Card Issuing and Acquiring Department; Corporate Headquarters J&K Bank
Most Important Terms and Conditions (JK Bank Credit Card)
One Time Password(OTP) for IVR transactions: Effective January 1, 2011, as mandated by Reserve
Bank of India (RBI), Credit-Card-issuing Banks in India have introduced an additional measure of
security for IVR transactions (Interactive Voice Response transactions are those transactions which are
made over the phone where certain Credit-Card details are to be entered into an automated system in
order to make payment to a merchant for the purchase of goods/services) through their Credit Cards – the
OTP (One Time Password) generation.
What is an OTP?
An OTP is a six-digit code, valid for a limited period from the time of placing a request for it. You will
need to obtain an OTP before every IVR payment transaction.
How to obtain an OTP?
You can obtain the OTP by visiting http://www.jkbank.net/jksip.php and logging in to J&K Bank Secure
Internet Payment. A link Pre OTP is available for generating the OTP which would be emailed to your
registered email. Alternatively, the OTP can be displayed on the screen by clicking on the small check
box provided for the purpose.
How to use the OTP?
The OTP is required at the time of making payment on the IVR, where you will be prompted to enter it
along with the other details like your credit-card number, card expiry date and CVV number.
Merchant Acquiring/ Features
All types of Visa & MasterCard based cards Accepted
Quick Merchant Payment
Merchant Helpdesk and Onsite Support.
Competitive Commission Rates
18. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 18
No hidden Charges
Basic Information
Depository: A depository is like a bank where securities are held in electronic (dematerialized) form.
Dematerialization: It is the process of converting the securities held in physical form (certificates) to an
equivalent number of securities in electronic form and crediting the same to the investor's demat account.
Dematted securities do not have any certificate numbers or distinctive numbers and are dealt only in
quantity i.e. the securities are replaceable
Stock Broking through INVESTMART an initiative of ILFS: You can avail the facility of buying and
selling of shares under single roof. It integrates your Broker, DP and Bank on a single platform.You may
open a trading account by opening a Demat account with J&K BANK, SAVING ACCOUNT with J&K
BANK and Stock Broking Account by filling Investor Registration form of INVESTMART an initiative
of ILFS and our business patner for providing broking services.For further queries you may contact the
DP branches of J&K Bank
Depository Participant of NSDL and CDSL: In our country there are two central depositories -
National Securities Depositories Limited (NSDL) and Central Depository Services Limited (CDSL).J&K
BANK is Depository Participant of both NSDL and CDSL.
Under the Depositories Act, investors can avail of the services of the depositories through Depository
Participants (DPs) such as J&K BANK. DPs are like bank branches wherein shares in physical forms
need to be deposited for converting the same to electronic (demat) form.
Market transaction: When securities are transferred from a beneficiary account of an investor to a
clearing member account of a broker for ensuring delivery of securities on a stock exchange, then it is a
market transaction.
Off-market transactions: When securities are transferred from the beneficiary account of one investor to
that of another, and the transaction does not get routed to the stock exchange, it is an off-market
transaction.
Rematerialisation (Remat)
It is the process of conversion of securities from electronic to physical form
Third party service of Mutual Funds
19. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 19
J&K Bank has entered into tie-ups with reputed Asset Management Companies for distribution of Mutual
Fund products.
Mutual Fund industry is one of the fastest growing segments in financial services in India. Over the years,
banks in India have emerged as the biggest distributors of financial products. This has helped the banks to
capture and retain their huge client base and simultaneously adding a steady stream of fee based income.
Mutual Funds have become an attractive proposition for investors in the current context and for J&K
Bank it will be a good investment option to have in our product portfolio. This shall be an important step
towards converting the bank branch into a financial supermarket addressing all the financial needs of the
customers thus helping the bank retain the customers within its fold.
Moreover the branch can augment its fee based income the Bank aims to match to industry standards.
The AMCs with which the Bank has entered into an arrangement are: UTI, Kotak and Reliance Mutual
Fund. The Bank shall undertake distribution of their current schemes as well as NFO (New Fund Offer) as
and when the AMC comes up with the same.
Insurance Services -Life Insurance
MetLife India Insurance Company Limited (MetLife) is an affiliate of MetLife, Inc. and was incorporated
as a joint venture between MetLife International Holdings, Inc., The Jammu and Kashmir Bank, M.
Pallonji and Co. Private Limited and other private investors.
MetLife is one of the fastest growing life insurance companies in the country. It serves its customers by
offering a range of innovative products to individuals and group customers at more than 600 locations
through its bank partners and company-owned offices. MetLife has more than 32,000 Financial Advisors,
who help customers achieve peace of mind across the length and breadth of the country.
MetLife, Inc., through its affiliates, reaches more than 70 million customers in the Americas, Asia Pacific
and Europe. Affiliated companies, outside of India, include the number one life insurer in the United
States (based on life insurance in force), with over 140 years of experience and relationships with more
than 90 of the top one hundred FORTUNE 500® companies. The MetLife companies offer life insurance,
annuities, automobile and home insurance, retail banking and other financial services to individuals, as
well as group insurance, reinsurance and retirement and savings products and services to corporations and
other institutions.
20. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 20
The bank is also Corporate Agent of MetLife and is marketing its products through its strong branch
network. Visit the Metlife Website for the details on products
PRODUCT RANGE OF THE COMPANY
Loans
Housing Loan Scheme: Quantum of loan
For Construction /Purchase 60 months net salary or 75.00 Lacs whichever is lower. For repairs/renovation
20 months net salary, subject to a maximum of 10.00 Lacs.
For purchase of land: 20 months net salary/income subject to maximum of 5 Lacs within J&K and 10.00
Lacs outside J&K.
Also as an incentive for small borrowers, the loans upto 1.5 Lacs granted for repairs/renovations of
existing houses would now be secured by third party guarantee of two persons or such other security as is
deemed appropriate by the Bank.
Insurance
Life Insurance Segment/ Metlife India Insurance
MetLife India Insurance Company Limited (MetLife) is an affiliate of MetLife, Inc. and was incorporated
as a joint venture between MetLife International Holdings, Inc., The Jammu and Kashmir Bank, M.
Pallonji and Co. Private Limited and other private investors.
MetLife is one of the fastest growing life insurance companies in the country. It serves its customers by
offering a range of innovative products to individuals and group customers at more than 600 locations
through its bank partners and company-owned offices. MetLife has more than 32,000 Financial Advisors,
who help customers achieve peace of mind across the length and breadth of the country.
MetLife, Inc., through its affiliates, reaches more than 70 million customers in the Americas, Asia Pacific
and Europe. Affiliated companies, outside of India, include the number one life insurer in the United
States (based on life insurance in force), with over 140 years of experience and relationships with more
than 90 of the top one hundred FORTUNE 500® companies. The MetLife companies offer life insurance,
annuities, automobile and home insurance, retail banking and other financial services to individuals, as
well as group insurance, reinsurance and retirement and savings products and services to corporations and
other institutions.
21. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 21
The bank is also Corporate Agent of MetLife and is marketing its products through its strong branch
network.
Tax Products/Planning
Tax Products & Planning (Tax Saver Term Deposit Scheme)
Purpose: To enable our customers to place long term deposits to earn higher rate of interest and also to
avail the tax benefits under section 80C of Income Tax Act, 1961.
Savings & Deposits
Savings Bank Deposit Scheme
Salient Features
Account can be opened with a minimum initial deposit of 100/- to 500/-
Convenient and easy to operate account to save time and money.
Suitable for irregular income group No time bar on depositing or withdrawing money.
Who can open this Account?
A person in his/her name.
More than one person in their joint names.
Minor through guardian or himself if above 10 years of age.
Illiterate persons.
Blind persons. - Associations, clubs, Societies, Trusts, etc.
Facilities
Anywhere banking facility.
ATM/Debit card.
Telebanking facility.
Cheque book facility
Cards
Global Access Card
Salient Features
Pin Based -Maestro / Cirrus Debit Card
Provides online access to savings or current account.
22. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 22
Accepted at all Domestic as Well as International MasterCard™, Maestro™, Cirrus™ Enabled
ATM's and Point Of Sale locations.
Accepted at National Financial Switch (NFS) ATM's.
No Transaction Fee at JK Bank ATM's
No Transaction Fee on purchases
Mutual Funds
J&K Bank has entered into tie-ups with reputed Asset Management Companies for distribution of Mutual
Fund products.
Mutual Fund industry is one of the fastest growing segments in financial services in India. Over the years,
banks in India have emerged as the biggest distributors of financial products. This has helped the banks to
capture and retain their huge client base and simultaneously adding a steady stream of fee based income.
Mutual Funds have become an attractive proposition for investors in the current context and for J&K
Bank it will be a good investment option to have in our product portfolio. This shall be an important step
towards converting the bank branch into a financial supermarket addressing all the financial needs of the
customers thus helping the bank retain the customers within its fold.
Moreover the branch can augment its fee based income the Bank aims to match to industry standards.
The AMCs with which the Bank has entered into an arrangement are: UTI, Kotak and Reliance Mutual
Fund. The Bank shall undertake distribution of their current schemes as well as NFO (New Fund Offer) as
and when the AMC comes up with the same.
Non Resident Banking
A deposit plan that provides standard banking facilities such as Cheque book, provision for nomination
and other remittance facilities and also allows repatriation of entire funds.
23. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 23
ORGANIZATION STRUCTURE OF THE COMPANY
24. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 24
Chapter II
Meaning of perception and customer
satisfaction
25. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 25
MEANING OF PERCEPTION:
Perception
Perception is the ability to pick out something through the different senses. It can be through
seeing, hearing, smelling or touching. The sensory stimulus of the body system consciously
registers an activity or event in the human memory. Perception depends on complex functions of
the nervous system, but subjectively seems mostly effortless because this processing happens
outside conscious awareness.
Factors affecting perception
(a) The Perceiver: When an individual looks at the target and attempts to interprete what he /
she sees. Such interpretation is heavily influenced by personal characteristics of the individual
perceiver. The characteristics of perceiver include person‟s needs. Past experience, habits,
personality, values, attitudes etc.
For example: – a negative attitude person interprets negative results and further makes negative
perception.
(b) The Perceived (object): Characteristics of the target, which has been, observed also affects
the individual‟s perception. The physical attributes, appearance and behaviour of other persons in
the situation also influences the perception. Physical attributes of the person means age, height,
weight, gender etc.
Loud people are easily noticeable in a group in comparison to the quite ones. Motion sound, size
and other attributes of a target also affect the perception of an individual.
Object which is perceived is not observed in isolation, the relationship of a target with its
background also influences perception. Person, objects or events that are similar to each other
also tend to be grouped together. Greater the similarity, the greater is the probability that we will
tend to perceive them as a common group.
(c) The Situation: The physical, social and organizational setting of the situation also
influences individual‟s perception. The situation in which we see objects or events is important.
The elements in the surrounding environment influence our perception. For example: - hearing a
26. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 26
subordinate calling his / her boss by his / her name may be perceived quite differently when
observed in an office as opposed to an evening social reception.
PERCEPTION AND CUSTOMER SATISFACTION
Those who buy the goods or services provided by companies are customers. In other words, a
customer is a stakeholder of an organization who provides payment in exchange for the offer
provided to him by the organization with the aim of fulfilling a need and to maximise
satisfaction. Sometimes the term customer and consumer are confusing. A customer can be a
consumer, but a consumer may not necessarily be a customer. Another author explained this
difference. I.e. a customer is the person who does the buying of the products and the consumer is
the person who ultimately consumes the product (Solomon, 2009, p. 34.)
When a consumer/customer is contented with either the product or services it is termed
satisfaction. Satisfaction can also be a person‟s feelings of pleasure or disappointment that results
from comparing a product‟s perceived performance or outcome with their expectations (Kotler &
Keller, 2009, p. 789). As a matter of fact, satisfaction could be the pleasure derived by someone
from the consumption of goods or services offered by another person or group of people; or it
can be the state of being happy with a situation. Satisfaction varies from one person to another
because it is utility. “One man‟s meal is another man‟s poison,” an old adage stated describing
utility; thus highlighting the fact that it is sometimes very difficult to satisfy everybody or to
determine satisfaction among group of individuals.
Client happiness, which is a sign of customer satisfaction, is and has always been the
most essential thing for any organization. Customer satisfaction is defined by one author as “the
consumer‟s response to the evaluation of the perceived discrepancy between prior expectations
and the actual performance of the product or service as perceived after its consumption” (Tse &
Wilton, 1988, p. 204) hence considering satisfaction as an overall post-purchase evaluation by
the consumer” (Fornell, 1992, p. 11). Some authors stated that there is no specific definition of
customer satisfaction, and after their studies of several definitions they defined customer
satisfaction as “customer satisfaction is identified by a response (cognitive or affective) that
pertains to a particular focus (i.e. a purchase experience and/or the associated product) and
occurs at a certain time (i.e. post-purchase, post-consumption)”. (Giese & Cote, 2000, p. 15) This
definition is supported by some other authors, who think that consumer‟s level of satisfaction is
27. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 27
determined by his or her cumulative experience at the point of contact with the supplier
(Sureshchander et al., 2002, p. 364). It is factual that, there is no specific definition of customer
satisfaction since as the years passes, different authors come up with different definitions.
Customer satisfaction has also been defined by another author as the extent to which a product‟s
perceived performance matches a buyer‟s expectations (Kotler et al., 2002, p. 8). According to
Schiffman & Karun (2004) Customer satisfaction is defined as “the individual‟s perception of
the performance of the products or services in relation to his or her expectations” (Schiffman &
Karun 2004, p. 14). In a nutshell, customer satisfaction could be the pleasure obtained from
consuming an offer.
Measuring customer satisfaction could be very difficult at times because it is an attempt to
measure human feelings. It was for this reason that some existing researcher presented that “the
simplest way to know how customers feel, and what they want is to ask them” this applied to the
informal measures (Levy, 2009, p. 6; NBRI, 2009).
Since customer satisfaction has been considered to be based on the customer‟s experience on a
particular service encounter, (Cronin & Taylor, 1992) it is in line with the fact that service
28. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 28
quality is a determinant of customer satisfaction, because service quality comes from outcome of
the services from service providers in organizations.
Another author stated in his theory that “definitions of consumer satisfaction relate to a specific
transaction (the difference between predicted service and perceived service) in contrast with
„attitudes‟, which are more enduring and less situational-oriented,” (Lewis, 1993, p. 4-12) This is
in line with the idea of Zeithaml et al (2006, p. 106-107).
Regarding the relationship between customer satisfaction and service quality, Oliver (1993) first
suggested that service quality would be antecedent to customer satisfaction regardless of whether
these constructs were cumulative or transaction-specific. Some researchers have found empirical
supports for the view of the point mentioned above (Anderson & Sullivan, 1993; Fornell et al
1996; Spreng & Macky 1996); where customer satisfaction came as a result of service quality.
In relating customer satisfaction and service quality, researchers have been more precise about
the meaning and measurements of satisfaction and service quality. Satisfaction and service
quality have certain things in common, but satisfaction generally is a broader concept, whereas
service quality focuses specifically on dimensions of service. (Wilson et al., 2008, p. 78).
Although it is stated that other factors such as price and product quality can affect customer
satisfaction, perceived service quality is a component of customer satisfaction (Zeithaml et al.
2006, p. 106-107). This theory complies with the idea of Wilson et al. (2008) and has been
confirmed by the definition of customer satisfaction presented by other researchers.
The above figure shows the relationship between customer satisfaction and service quality. The
author presented a situation that service quality is a focused evaluation that reflects the
customer‟s perception of reliability, assurance, responsiveness, empathy and tangibility while
satisfaction is more inclusive and it is influenced by perceptions of service quality, product
quality and price, also situational factors and personal factors. (Wilson, 2008, p. 78)
It has been proven from past researches on service quality and customer satisfaction that
Customer satisfaction and service quality are related from their definitions to their relationships
with other aspects in business. Some authors have agreed to the fact that service quality
determines customer satisfaction. Parasuraman et al., (1985) in their study, proposed that when
perceived service quality is high, then it will lead to increase in customer satisfaction. Some
29. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 29
other authors did comprehend with the idea brought up by Parasuraman (1995) and they
acknowledged that “Customer satisfaction is based upon the level of service quality that is
provided by the service providers” (Saravana & Rao, 2007, p. 436, Lee et al., 2000, p. 226).
Looking into (figure 1), relating it to these authors‟ views, it is evident that definition of
customer satisfaction involves predicted and perceived service; since service quality acted as one
of the factors that influence satisfaction. More evidence of this relationship has been proven by
past researches.
30. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 30
Chapter III
Review of literature and Research
Methodology
31. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 31
PROPOSED MODEL AND REVIEW OF LITERATURE
Our conceptual model is demonstrated in Figure 1. This model starts with SERVQUAL
measurement scale, consisting of six dimensional structures: tangibles, reliability,
responsiveness, assurance, and empathy, and compliance dimensions to measure J&K bank
service quality. Furthermore, a conceptual model of the relationship between service quality and
customer satisfaction (Figure 1) is developed based on the literature and hypotheses are explore
The SERVQUAL model has provided a comprehensive conceptualization of service quality with
an instrument to measure perceived service quality. This method has been very popular with
academics and researchers to assess the customer perception of service quality for a variety of
service industries. The five dimensions of service quality include:
Tangibles (appearance of physical components);
Reliability (dependability of service provider and accuracy of performance);
Responsiveness (promptness and helpfulness);
Assurance (knowledge and courtesy of employees and their ability to inspire trust and
confidence)
This is a generic model and instrument for all service encounters. In fact, a number of
researchers and academics have recently studied the conceptualization and measurement
approach used for developing the SERVQUAL scale in different industries. Dabholkar et al.
(1996) suggested that service quality is multi- level and multi- dimensional. They found that
32. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 32
quality of service is directly influenced by the customer‟s perceptions of performance levels, and
the customers‟ personal characteristic are important in assessing the value, but not quality. Angur
et al. (1999) suggested that the SERVQUAL scale is multidimensional and is able to provide
more diagnostic information due to its greater variability across banks than the SERVPERF
scale.
Although the SERVQUAL model has greatly contributed to the literature on service quality it
has been criticized. Generally, critics have questioned the multidimensional nature of the
instrument, measurement scales, psychometric properties, and the feasibility of SERVQUAL as a
framework in measuring service quality. Carman (1990) says that the SERVQUAL needed to be
customized by adding items or changing the wording of items. The dimensions stability of
SERVQUAL was unclear, not completely generic, and not sufficient to meet service quality
measurement needs. Babakus and Boller (1992) revealed that the SERVQUAL model appears to
suffer from a number of methodological and measurement flaws. The five dimensions of
SERVQUAL failed to construct a service quality measurement and the SERVQUAL is uni
dimensional rather than a five-dimensional construct. They further suggested that the
dimensionality of service quality may depend on the type of industry being studied. Cronin and
Taylor (1992) suggest that the SERVPERF scale explains more variation in service quality than
does SERVQUAL and the SERVQUAL is uni-dimensional. Teas (1993) revealed that the P-E
model indicates a number of problems of the conceptual and operational definitions of the
expectations and the revised expectations (E *) components of the model.
In retail banking, Newman (2001) suggested that the SERVQUAL model does not
appear to be the holistic model and doubted the value of SERVQUAL as a measure of service
quality. In commercial banks, Jabnoun and Al-Tamimi (2003) explained that the dimensions
found were different from the original SERVQUAL dimensions, and there were problems with
these as there were some overlaps. Cui et al. (2003) revealed that SERVQUAL and SERVPERF
were not uni-dimensional. Confirmatory factor analysis revealed that the measurement scale
lacked validity with samples from different cultures.
To date, there have been a few empirical studies regarding the dimension of service
quality in banking. Al-Tamimi and Al-Amiri (2003) modified the five SERVQUAL dimensions
to measure service quality. They found that reliability was the most important dimension on their
instrument.
33. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 33
Even though a number of methodological issues have been debated and are
controversial, the preponderance of research has been strongly influenced by the conceptual
model of service quality proposed by Parasuraman et al. (1985), and subsequently
operationalized and refined by the same authors. This articulation of the service quality construct
and its associated SERVQUAL measure has spawned hundreds of studies across the industries.
Karatape et al. (2005) suggested that service quality measures developed in one culture may
capture service quality sentiments in another culture.
In the service literature, Oliver (1980) explained that customer satisfaction entails the full
meeting of customer expectation of the products and services. If the perceived performance
matches or even exceeds customers‟ expectations of services, they are satisfied. If it does not,
they are dissatisfied (de Wulf, 2003). In the real world, unsatisfied customers tend to create
negative word-of-mouth and convey their negative impression to other customers (Lewis, 1991;
Newman, 2001; Caruana, 2002). These positive and negative word-of-mouth communications
are very useful.
Previous research has identified various factors that determine customer satisfaction in the retail
banking sector in the USA and Europe. To satisfy customers, Greek Cypriot bank in Turkey used
service quality to achieve customer satisfaction. The SERVQUAL dimensions were explanatory
variables in predicting customer satisfaction and the reliability dimension had highest impact on
overall customer satisfaction (Arasly et al., 2005a). This study was consistent with Othman and
Owen (2001) who suggested that there is a strong link between SERVQUAL and customer
satisfaction. Fast and efficient service; friendliness of bank personnel; confidentiality of bank;
speed of transaction are as the key criteria which they has satisfied by the banks (Haron et al.,
1994). Finding from college students in Bahrain, indicated that young customers places more
emphasis on factors like a bank‟s reputation, friendliness of bank personnel, convenient location,
24-hours ATM, and availability of parking space in selecting their banks (Almossawi, 2001).
The bank‟s ability to deliver these benefits on an on-going basis probably influences the level of
customer satisfaction. Banks have provided innovative methods of satisfying customers, such as
internet banking and online system, telephone and call center.
According to Levesque and McDougall (1996), convenience and competitiveness of the bank are
two important factors which are likely to influence the overall satisfaction levels of a customer.
34. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 34
In the services literature, strong emphasis is placed on the importance of service quality
perceptions and the relationship between service quality and customer satisfaction (Cronin and
Taylor, 1992; Taylor and Baker, 1994). Some researchers and academics described that customer
satisfaction is an antecedent of service quality (Parasuraman et al., 1985, 1988, 1991, 1994;
Carman, 1990; Bitner, 1990), and others have counterargued that the service quality as an
antecedent of customer satisfaction (Cronin and Taylor, 1992, 1994; Bolton and Drew, 1991;
Anderson and Sullivan, 1993) and that service quality is not equivalent to satisfaction (Oliver,
1980). The current research from retail banking sector in UAE, indicated that service quality
dimensions appear to be linked to customer satisfaction, where core and relational dimensions of
service quality are causal antecedents of customer satisfaction (Jamal and Naser, 2002).
However, there is very little empirical research demonstrating the importance of service quality
dimensions in determining customer satisfaction (Fisk et al., 1993; Levesque and McDougall,
1996). In a recent study, Levesque and McDougall (1996) found that the performance of the
service provider on core and relational dimensions of services was an important driver for
customer satisfaction in retail banking. Bitner et al. (1994) and Anderson et al. (1994) also point
to this link by suggesting that improved service quality will provide significant impact of
customer satisfaction. The causal relationship between service quality and customer satisfaction
is the subject of great academic debated and no consensus has been reached (Bahia et al., 2000).
Nevertheless, from a theoretical point of view the researchers and academics have established the
conceptual definition of customer satisfaction. Then, we develop a set of hypothesis, service
quality are positively related to customer satisfaction.
SERVQUAL SCALE:
The SERVQUAL scale includes five dimensions: tangibles, reliability, responsiveness, assurance
and empathy. Within each dimension are several items measured on a five-point scale from
strongly agree to strongly disagree.
SERVQUAL QUESTIONS:
Likert scale was used to measure the responses provided by the respondents and the Likert
format items were presented with 5-point scales, where:
35. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 35
„1‟ = Strongly Disagree, 2‟ = Disagree, „3‟ = Indifferent, 4‟ = Agree and 5‟ = Strongly
Agree.
RESEARCH METHODOLOGY
Research Methodology is a way to systematically solve the research problem. The Research
Methodology includes the various methods and techniques for conducting a Research.
“D. Slesinger and M.Stephenson in the encyclopedia of Social Sciences define Research as “the
manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or
verify knowledge, whether that knowledge aids in construction of theory or in the practice of an
art”.
Research is a careful investigation or inquiry especially through search for new facts in branch of
knowledge: market research specifies the information. Required to address these issues: designs
the method for collecting information: manage and implements the data collection process
analyses the results and communicates the finding and their implications.Research problem is the
one which requires a researcher to find out the best solution for the given problem that is to find
out the course of action, the action the objectives can be obtained optimally in the context of a
given environment.
RESEARCH PROBLEM
To find the Customer‟s Perception toward various products and services of J&K bank.
SOURCE OF INFORMATION
Since this research is related to the customer‟s perception, so the important sources of
information are customers themselves.
SAMPLE DESIGN
The sample size that was studied in this project is 40.
Method of sampling – Convenience sampling
INSTRUMENT OF DATA COLLECTION:
36. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 36
The objectives of the project are such that both primary and secondary data is required to achieve
them. So both primary and secondary data was used for the project. The mode of collecting
primary data is questionnaire mode and sources of secondary data are research work already
done & websites.
PRIMARY DATA:
The primary data was collected to measure the perception of corporate customer towards
services and products of J&K Bank. The primary data was collected by means of direct
personal interview method through structured questionnaire and analysis was done on the basis
of response received from the customers. The source for the primary data was a questionnaire.
The questionnaire is the most popular and useful method for the collecting survey data and helps
in analysing the information from the framed questions to get the real picture of the subject. The
questionnaire has been designed in such a manner that the customer‟s perception level can be
measured and consumer can enter his/her responses easily. The questionnaire that was used for
the collection of the research data contained 10 questions. Out of which, 9 questions were closed
question based on options and 1 open end question.
The questions used in the questionnaire contained information and details about the bank like
Details of the person interacted about product/service being utilized
Customer‟s current level of knowledge regarding bank product
Customer‟s preferences about the product which they would rate higher than other
product and
Customer‟s media preference or the way in which they would like the product to be
advertised or promoted
SECONDARY DATA:
The secondary data used in the research was collected from
The Jammu and Kashmir bank‟s magazines.
Websites.
37. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 37
IMPORTANCE OF RESEARCH METHODOLOGY
Whenever a scientific problem is to be solved there are several important steps to follow. The
problem must be stated clearly, including any simplifying assumptions. Then develop a
mathematical statement of the problem. This process may involve use of one or more
mathematical procedures. Frequently, more advanced text books or review articles will be
needed to learn about the techniques and procedures. Next, the results have to be interpreted to
arrive at a decision. This will require experience and an understanding of the situation in which
the problem is embedded.
NEED OF THE STUDY
In the current trend, customer satisfaction plays a major role in all parts of the service. This
research work is used to predict the over-all customer satisfaction and dissatisfaction with J&K
bank services. This study helps to identify the customers‟ perception and satisfaction of J&K
bank products and services.
Very less work has been done in this field especially regarding products and services of J&K
bank.
OBJECTIVES OF THE STUDY
Every study has a particular goal. A study without objectives cannot reach the
destination. Our project work is also directed to some particular targets and the main
objectives of the study are as bellow:
To study the customer perception towards various products and services of J&K Bank,
which is a subject of customer perception towards various services and products.
To study the major factors responsible for their satisfaction.
To make bank employees aware about the customer problems and give
suggestions to solve them so that the Bank can retain and maintain the loyal
customers.
HYPOTHESES OF STUDY:
38. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 38
Perception of corporate customers towards various services and products offered by J&K
bank is a by- product of customer satisfaction level which depends on the services offered
by bank. Various indicators of satisfaction level include:
Tangibility
Reliability
Responsiveness
Assurance
Compliance
TABLE 1: HYPOTHESES OF STUDY
SNO OBJECTIVE HYPOTHSES TEST
1 To identify the
perception of
corporate
customers on the
basis of gender and
marital status
towards products
and services of
J&K bank.
Demographic
profile wise
(gender, marital
status) customer
differs with regard
to perception
towards J&K
bank.
T-test
39. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 39
2 The objective is to
study the impact
factor of
tangibility,
reliability,
responsiveness,
assurance and
compliance on the
perception of
corporate
customers towards
products and
services of J&K
bank.
The perception of
corporate
customers towards
products and
services of J&K
bank is
significantly
predicted by
tangibility,
reliability,
assurance,
responsiveness and
compliance.
COORELATION
40. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 40
Chapter IV
Data analysis and interpretation
41. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 41
HYPOTHESES TESTING
TABLE 1: PROFILE OF RESPONDENTS
S.NO PARTICULARS DESCRIPTION FREQUENCIES PERCENTAGE
(%)
PIE-CHARTS
1 Gender Male
Female
Total
23
14
37
54.1
45.9
100.0
2 Age Below 35 years
35-45 years
Above 45 years
Total
23
9
5
37
62.2
24.3
13.5
100.0
3 Marital Status Married
Unmarried
Total
20
17
37
62.2
37.8
100.0
4 Education Illiterate
Secondary
Graduate
Total
11
7
19
37
29.7
18.9
51.4
100.0
5 Amount of loan
availed
Upto 5 lakhs
5-10 lakhs
Above 10 lakhs
Total
16
9
12
37
43.2
18.9
51.4
100.0
42. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 42
Table 8 above shows that male customers of J&K bank are 54.1% while females are 45.9%.
customers in the age group below 35 years are 62.2%, 35-45 years are 24.3%, and above 45
years are 13.5%, 62.2% of customers are married while 37.8% are unmarried. 29.7% of
customers are illiterate, 18.9% are secondary educated while 51.4 % are graduate. 43.2% of
customers have availed a loan of up to 5 lakhs, 18.9% in between 5-10 lakhs and 51.4% above
10 lakhs.
TABLE 2: CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
RELIABILITY AND PERCEPTION OF CUSTOMERS TOWARDS PRODUCTS AND
SERVICES OF J&K BANK
S.NO R1 R2 R3 R4 R5 R6 R7
R1
Pearson Correlation 1
R2
Pearson Correlation 0.12** 1
R3
Pearson Correlation 0.04** 0.32** 1
R4
Pearson Correlation 0.37** 0.48** 0.31** 1
R5
Pearson Correlation 0.16** 0.25** 0.16** 0.20** 1
R6
Pearson Correlation 0.08** 0.49** 0.49** 0.73** 0.13* 1
R7
Pearson Correlation 0.48** 0.37** 0.48** 0.50** 0.08 0.40* 1
*Correlation is significant at 5% level of significance
** Correlation is significant at 1% level of significance
Table 2 shows the results of the correlation between 7 items of reliability and the perception of
customers towards the products and services provided by J&K Bank. The item-wise value of
Pearson correlation coefficient with perception is 0.48 (J&K Bank keeps its records accurately),
43. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 43
0.37 (J&K Bank employees provide services at the promised rates), 0.48 (J&K Bank offers wide
range of products and services), 0.50 (J&K bank keeps your information confidential), 0.08
(J&K Bank involves hidden policies) and 0.40 (J&K bank account is safe). Thus the hypothesis
“There is a positive association between reliability and perception towards J&K Bank’s
products and services”.
TABLE 3: CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
RESPONSIVENESS AND PERCEPTION OF CUSTOMERS TOWARDS PRODUCTS
AND SERVICES OF J&K BANK
S.NO RE1 RE2 RE3 RE4 RE5 RE6
RE1
Pearson Correlation 1
RE2
Pearson Correlation 0.37** 1
RE3
Pearson Correlation 0.22** 0.17** 1
RE4
Pearson Correlation 0.18* 0.31** 0.31** 1
RE5
Pearson Correlation 0.15** 0.27** 0.36** 0.29** 1
RE6
Pearson Correlation 0.88** 0.59** 0.56** 0.63** 0.13* 1
*Correlation is significant at 5% level of significance
** Correlation is significant at 1% level of significance
Table 3 shows the results of the correlation between 6 items of responsiveness and the perception
of customers towards the products and services provided by J&K Bank. The item-wise value of
Pearson correlation coefficient with perception is 0.88 (Employees of J&K Bank are always
willing to help customers), 0.59 (When you have problems, J&K Bank is able to solve
44. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 44
problems), 0.56 (Employees of J&K Bank respond to customers request promptly), 0.63 (J&K
bank provides efficient services), 0.13 (J&K Bank provides you knowledge about the available
schemes). Thus the hypothesis “There is a positive association between responsiveness and
perception towards J&K Bank’s products and services”.
TABLE 4: CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
ASSURANCE AND PERCEPTION OF CUSTOMERS TOWARDS PRODUCTS AND
SERVICES OF J&K BANK
S.NO A1 A2 A3 A4 A5 A6
A1
Pearson Correlation 1
A2
Pearson Correlation 0.715** 1
A3
Pearson Correlation 0.414* .621** 1
A4
Pearson Correlation .312 0.375* .527** 1
A5
Pearson Correlation 0.098 0.210 .580** .612** 1
A6
Pearson Correlation 0.57 0.236 .527** .838** .781** 1
*Correlation is significant at 5% level of significance
** Correlation is significant at 1% level of significance
Table 4 shows the results of the correlation between 6 items of ASSURANCE and the perception
of customers towards the products and services provided by J&K Bank. The item-wise value of
Pearson correlation coefficient with perception is 0.57 (J&K bank don‟t fully assures about the
rate of interest), 0.236 (customers aren‟t satisfied with the rate of interest charged by J&K bank),
45. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 45
0.527 (J&K bank provides assurance about the provisions of product and services), 0.838 (J&K
bank employees are knowledgeable), 0.781 (J&K bank provides financial advice). Thus the
hypothesis “There is a positive association between assurance and perception towards J&K
Bank’s products and services”.
TABLE 5: CORRELATION COEFFICIENT RELATIONSHIP BETWEEN
COMPLIANCE AND PERCEPTION OF CUSTOMERS TOWARDS PRODUCTS AND
SERVICES OF J&K BANK
S.NO C1 C2 C3 C4 C5 C6 C7
C1
Pearson Correlation 1
C2
Pearson Correlation 0.693** 1
C3
Pearson Correlation 0.703* .681** 1
C4
Pearson Correlation .690** 0.617** .633** 1
C5
Pearson Correlation 0.266 0.702** .535** .473** 1
C6
Pearson Correlation 0.593** 0.765** .646** .577** .619** 1
C7
Pearson Correlation 0.259 0.6.0** .423** .325* .850** .479**
1
*Correlation is significant at 5% level of significance
** Correlation is significant at 1% level of significance
Table 5 shows the results of the correlation between 7 items of compliance and the perception of
customers towards the products and services provided by J&K Bank. The item-wise value of
46. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 46
Pearson correlation coefficient with perception is 0.259 (J&K bank don‟t Follow its policy), 0.6
(customers repay loan in time), 0.423 (customers follow rules and regulations of the bank), 0.325
(J&K bank is competent), 0.479 (J&K bank follows social responsibility). Thus the hypothesis
“There is a positive association between compliance and perception towards J&K Bank’s
products and services”.
TABLE 6: OUTPUTS FROM T-TEST
S.NO STATEMENTS DESCRIPTION MEAN T-VALUE P (significance
value)
T1 J&K Bank provides
you visually
appealing materials
associated with
services
Married
Unmarried
2.70
2.41
0.70
0.73
.002
T2 J&K Bank offers
speedy and efficient
transactions
Married
Unmarried
2.75
3.18
-1.21
-1.23
0.067
T3 J&K Bank has
convenient opening
business hours
Married
Unmarried
3.10
2.76
1.21
1.26
0.004
T4 J&K Bank offerings
(products/services)
are adequate to meet
your needs
Married
Unmarried
2.60
2.14
0.52
0.52
0.065
T5 J&K Bank
products/services are
attractive than its
competitors
Married
Unmarried
3.35
2.71
1.70
1.71
0.078
T6 J&K Bank provides
all the services
(money transfers,
insurance, savings,
Married
Unmarried
3.25
2.88
1.14
1.16
0.000
47. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 47
etc.)
T7 You are satisfied
with the tangibility
of products and
services
Married
Unmarried
3.95
3.12
2.40
2.42
0.064
Table 6 shows the marital status-wise mean difference in perception of customers for the items
of tangibility. Significant mean difference of perception between married and unmarried was
reported for 3 items of tangibility namely, J&K Bank provides you visually appealing materials
associated with services (.002), J&K Bank has convenient opening business hours (0.004), J&K Bank
provides all the services like, money transfers, insurance, savings, etc. (0.000) as the p value was less than
0.05. Moreover, insignificant mean difference of perception between male and female was reported as the
p-value for the other 4 items was more than 0.05, J&K Bank offers speedy and efficient transactions
(0.067), J&K Bank offerings (products/services) are adequate to meet your needs (0.065), J&K Bank
products/services are attractive than its competitors (0.078) and You are satisfied with the tangibility of
products and services (0.064). Thus the hypothesis “Marital status wise mean difference exists with
regard to the perception of tangibility of products and services of J&K Bank” stands partially accepted.
TABLE 7: OUTPUTS FROM T-TEST
S.NO STATEMENTS DESCRIPTION MEAN T-VALUE P (significance
value)
T1 J&K Bank provides
you visually
appealing materials
associated with
services
Male
Female
3.70
2.51
0.30
0.53
.001
T2 J&K Bank offers
speedy and efficient
transactions
Male
Female
4.35
2.18
0.21
0.23
0.004
T3 J&K Bank has
convenient opening
business hours
Male
Female
4.10
2.76
0.25
0.23
0.004
48. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 48
T4 J&K Bank offerings
(products/services)
are adequate to meet
your needs
Male
Female
2.60
4.14
0.62
0.22
0.000
T5 J&K Bank
products/services are
attractive than its
competitors
Male
Female
3.45
4.71
0.50
0.71
0.000
T6 J&K Bank provides
all the services
(money transfers,
insurance, savings,
etc.)
Male
Female
4.25
2.28
1.14
1.16
0.000
T7 You are satisfied
with the tangibility
of products and
services
Male
Female
3.85
4.32
2.40
2.42
0.032
Table 7 shows the gender-wise mean difference in perception of customers for the items of
tangibility. Significant mean difference of perception between male and female was reported for
7 items of tangibility namely, J&K Bank provides you visually appealing materials associated with
services (.001), J&K Bank has convenient opening business hours (0.004), J&K Bank provides all the
services like, money transfers, insurance, savings, etc. (0.004), J&K Bank offers speedy and efficient
transactions (0.000), J&K Bank offerings (products/services) are adequate to meet your needs (0.000),
J&K Bank products/services are attractive than its competitors (0.000) and You are satisfied with the
tangibility of products and services (0.032) as the p value was less than 0.05.. Thus the hypothesis
“Gender-wise mean difference exists with regard to the perception of tangibility of products and
services of J&K Bank” stands accepted.
:
49. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 49
Chapter v
Suggestions
50. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 50
SUGGESTIONS TO THE BANK:
Bank should educate its customers about its terms and conditions clearly. Bank shouldn‟t
involve any hidden policy while dealing with customers.
J&K bank should follow its policies in a strict manner.
Perception of married customers towards tangibility of products is good, while that of
unmarried customers is low. J&K bank should make its products and services more
appealing to its unmarried customers as they are the active spenders.
Perception of male customers towards products and services of J&K bank is good, while
that of female customers, in comparison to male customers isn‟t so significant. Thus J&K
should offer more services and products that appeal to female customers.
J&K bank should establish single window operating system. Customers feel
inconvenience while going through lengthy procedures of bank.
LIMITATION OF THE RESEARCH
Every research is limited by its imagination is true, but we definitely have some limitations on
this research. The limitations are as follows:
The study was restricted to J&K bank customers only.
The study is restricted to corporate customers residing in Jammu region only.
Considering the size of population that we have, the sample size that we have taken is
very small.
Time factor was one of big limiting factor.
Data given by the respondents are limited to their own attitude, perception, knowledge,
feeling and awareness. So generalization of this research work isn‟t possible.
Due to human behavior, element of subjectivity is present.
51. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 51
FUTURE SCOPE:
This research work can be extended by taking into consideration larger sample size, so
that results can be generalised.
Other banks can be included (HDFC,ICICI, PNB etc.)
Perception of private bank customer and public bank customer could also be compared.
Perception of bank employees towards banks and services could also be included.
Perception of customers residing outside J&K and using J&K bank services could be
taken into consideration.
53. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 53
QUESTIONNAIRE
NOTE: You are requested to fill in the relevant blanks. The information collected would be
used for research purposes only.
PART 1
GENERAL INFORMATION
1 NAME OF THE CUSTOMER………………………………………………..
2 AGE: Below 35 years/ 35-45 years/ Above 45 years
3 GENDER: MALE/ FEMALE
4 MARITAL STATUS: MARRIED/ UNMARRIED
5 EDUCATION STATUS: Illiterate/ Secondary/ Graduate/ Any other
6 AMOUNT OF LOAN BORROWED: UPTO Rs. 5 lakh/ 5 lakh-10 lakh/ Above 10 lakh
PART 2
SPECIFIC INFORMATION
This part attempts to seek information on the degree of your satisfaction level with 5 options
namely 1, 2, 3, 4, 5 where 1= strongly disagree, 2= disagree, 3= indifferent, 4= agree, 5= strongly
agree.
SNO. STATEMENTS 1 2 3 4 5
A. TANGIBILITY
54. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 54
T1 J&K bank provides you visually appealing
materials associated with
Services
1 2 3 4 5
T2 J&K bank offers speedy and efficient
transactions
1 2 3 4 5
T3 J&K Bank has convenient opening business
hours
1 2 3 4 5
T4 J&K bank offerings (products/services) are
adequate to meet your needs
1 2 3 4 5
T5 J&K bank Products/services are attractive than
its competitors
1 2 3 4 5
T6 J&K Bank provides all the services (money
transfer, insurance, savings etc.)
1 2 3 4 5
T7 You are satisfied with the tangibility of
products and services
1 2 3 4 5
B. RELIABILITY
R1 J&K Bank keeps its records accurately 1 2 3 4 5
R2 J&K bank employees provide services at the
promised time
1 2 3 4 5
R3 J&K bank offers wide range of products and
services provided
1 2 3 4 5
R4 J&K bank keeps your information confidential 1 2 3 4 5
R5 J&K bank involves hidden policy 1 2 3 4 5
R6 J&K bank account is safe 1 2 3 4 5
R7 J&K bank is reliable 1 2 3 4 5
C. RESPONSIVENESS
RE1 Employees of J&K bank are always willing to
help
customers
1 2 3 4 5
RE2 When you have problems, J&K bank is able to 1 2 3 4 5
55. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 55
solve
problem and cooperate
RE3 Employees of J&K bank respond to customer
request promptly
1 2 3 4 5
RE4 J&K bank provides efficient counter service 1 2 3 4 5
RE5 J&K bank provides you knowledge about the
available schemes
1 2 3 4 5
RE6 You are satisfied with responsiveness of
employees of J&K bank
1 2 3 4 5
D. COMPLIANCE
C1 J&K bank follow its policies 1 2 3 4 5
C2 You make loan repayment on time 1 2 3 4 5
C3 You follow the rules and regulations of the
bank
1 2 3 4 5
C4 Provision of free interest loans 1 2 3 4 5
C5 J&K bank is competent than any other bank 1 2 3 4 5
C6 J&K bank follows social responsibility 1 2 3 4 5
C7 J&K bank is fully compliance 1 2 3 4 5
E. ASSURANCE
A1 J&K bank makes you fully assured about the
rate of interest
1 2 3 4 5
A2 You are satisfied with the rate of interest
charges by J&K bank
1 2 3 4 5
A3 J&K bank makes you assured about the
provision of products and services
1 2 3 4 5
A4 J&K bank employees are knowledgeable 1 2 3 4 5
A5 J&K bank provides financial advice 1 2 3 4 5
A6 J&K bank product and services are fully
assured
1 2 3 4 5
57. PERCEPTION OF CORPORATE CUSTOMERS TOWARDS SERVICES OF J&K BANK Page 57
REFERENCES:
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http://www.jkbank.net/nri.php