Need for better customer services in Valsad district co-operative Bank

MULTI -DISCIPLINARY ACTION PROJECT REPORT
On
‘NEED FOR BETTER CUSTOMER SERVICESS IN VALSAD DISTRICT CENTRAL
COOPERATIVE BANK’
At
Institute Code: 716
GIDC RAJJU SHROFF ROFEL INSTITUTE OF MANAGEMENT STUDIES
Under the Guidance of
Prof.Dr.Aabha S. Shingvi
Professor
In partial fulfilment of the requirement of the award of the degree of
Master of Business Administration (MBA)
Offered By
Gujarat Technological University
Ahmedabad
Prepared By:
Group No:-1
MBA (Semester-III)
September 2020

STUDENT DECLARATION
I hereby declare that the multidisciplinary action project report titled “ NEED FOR BETTER
CUSTOMER SERICES IN VALSAD DISTRICT COOPERATIVE BANK” is a result of my
own work and my indebtedness towards work publications, references, if any, have been duly
acknowledged. If I am found guilty of copying from any other report or published information and
showing as my original work, or extending plagiarism limit, I understand that I shall be liable and
punishable by the university, which may include ‘ fail’ in examination or any other punishment that
university may decide.
Enrolment No. Name
197160592064 Singh Anjali Kumari Vijay Singh
197160592067
Tiwari Kajal Ranjeet
197160592068
Tiwari Urvashi
197160592065
Singh Juhi
197160592021
KhalifaJainab
Place: Vapi Date: - 14 Oct 2020

ACKNOWLEDGEMENT
A project report is never effectively finished without the direction by the fitting individual. So now
it's ideal chance to offer our true thanks towards each one of the individuals who have helped us to
finish the project.
This report causes us in understanding the general working of the business. We are appreciative to
Chairman of VDC BANK for giving us important recommendation over the span of the undertaking.
I might want to thank to our organization in control Director DR. KEDAR SHUKLA and staff control
Prof.Dr.Aabha S. Singhvi who offer us a chance to do this Multidisciplinary Action Project.
We are likewise appreciative to the whole personnel of GRIMS establishment for allowing us the
chance to chip away at this task. It was an extraordinary learning experience for us and we could
really place practically speaking, getting the hang of, procuring in the homerooms and we are likewise
appreciative to the staff individuals from VDC BANK for the guidance and proposal, without whom
this undertaking would not be effective work. Last yet not the least; We might want to value our folks
who have consistently roused us straightforwardly and in a roundabout way to accomplish our work
with most extreme commitment.

INDEX
Ch. no. Topic Pg.
no.
1 Introduction of Banking Industry 1
1.1 History of Indian banking 2
1.2 Structure of Banking system 4
1.3 Classification of banks 5
1.4 Types of commercial bank 5
1.5 Co-operative bank 6
2 Introduction of VDC bank 8
2.1 Company profile 9
2.2 Introduction of VDC Bank 9
2.3 Products of VDC Bank 9
2.4 Vision and mission 9
2.5 Competitive Scenario 10
2.6 Promoters 10
2.7 Marketing Channels 10
3 Background of the study 12
3.1 SWOT analysis 13
Phase-1 Diagnosis phase 14
Problem faced by VDC Bank 14
Objective 14
Road map 14
Phase-2 Design and analysis phase 15
Data analysis and interpretation 16
Finding 44
Phase-3 Implementation phase 45
Bibliography 47

CHAPTER 1
INTRODUCTION
TO
BANKING INDUSTRY
1

HISTORY OF BANKING INDUSTRY
Present daybanking in India launched in the latest decade of the eighteenth century. Among the
indispensable banks were the Bank of Hindustan, which was set up in 1770 and sold in 1829-32; and
the general bank of India, set up in 1786 up till nowincompetent in 1791.
The utmost and the most seasoned bank which is as yet in presence is the State Bank of India. It
began and began working in the Bank of Calcutta in mid-june1806.In 1809; it was given new name as
the Bank of Bengal. This was one of the three banks recognized by an managementcommand, the
additionaldual were the Bank of Bombay in 1840and the Bank of Madras
in1843.Thethreebanksweremultipartin1921toformtheImperialBankofIndia,whichupon India's
autonomy, turned into the State Bank of India in 1955.
The Merger of three administration bank and framing magnificent bank of India is done under the
Gorwala board of trustees.
Bank of Calcutta (1806)
Bank of Bombay (1840)
Bank of Madras (1843)
2
Imperial bank of India (1921)
And then converted into SBI (1955)
S

For a long time the administration bank shad acted as semi national banks, as their replacements,
entitle ReserveBank of India was set up in 1935. Under the Reserve Bank of India Act,1934.
In 1960, the State Bank of India was given control of 7 state-related banks under the State Bank of
India (Subsidiary Banks) Act, 1959.These are as of now called its accomplice banks. They are
according to the accompanying:-
1) State bank of Hyderabad
2) State bank of Patiala
3) State bank of Travancore
4) State bank of Mysore
5) State bank of Bikaner and Jaipur
6) State bank of Saurashtra
7) State bank of Indore
First consolidation of SBI with State bank of Saurashtra was held in 2008. Later in 2010, State Bank
of Indore was converged with SBI.
On first April 2017 a super consolidation declared by the Modi Government where 5 partners of SBI
and BhartiyaMahila Bank get converged into SBI. Furthermore, it becomes the top biggest Public
area bank in India.
In 1969 the Indian government state-owned 14 momentous private banks, one of the huge banks was
Bank of India. In 1980, 6 more private banks were state-owned. These state-owned banks are most of
loan specialists in the Indian economy. They rule the financial area in light of their enormous size and
wide spread networks.
3

STRUCTURE OF BANKING SYSTEM IN INDIA
Banking structure in India is totally headed by the RBI, India has no public bank before the plan of
RBI. The RBI is known as an exceptional cash related and a monetary master in dealing with the
monetary pieces in India. It's generally called spare bank has it handles all the hold of the large
number of business banks.
The monetary pieces of India is requested into 2 division as showed up in the underneath plot.
Chart No. 1.1 Banking segment inIndia
4

CLASSIFICATION OF BANKS IN INDIA
1. COMMERCIAL BANKS
Business banks are organized under the Banking Regulation Act, 1949 and their plan of action is
expected to make advantage. Their essential limit is to perceive stores and grant credits to the overall
people, corporate and government. Business banks can be distributed into-
1. PUBLIC SECTOR
BANK
2. PRIVATE SECTOR
BANK
3. FOREIGN BANKS 4. REGIONAL RURAL
BANKS
5

2. CO-OPERATIVEBANK
Co-usable banks are enlisted compelled act, 1912 and previously they are constrained by a picked
managing board anyway according to new principles gave in June 2020 Co-employable bank is
furthermore run under the norms and rules of RBI. These work on no-advantage no hardship premise
and overwhelmingly serve business visionaries, free endeavors ventures and autonomous work in
metropolitan locales. In natural domains, they basically cash agribusiness based activities like
developing, trained creatures and hatching offices.
1. urban Co-
operativeBank
2. State Co-operative
Bank
URBAN CO-OPERATIVE BANK
Metropolitan co-usable banks allude to the essential agreeable banks situated in metropolitan and
semi-metropolitan territories. These banks basically loaned to little borrowers and organizations based
on networks, areas work place gatherings.
As per the RBI, on 31st walk, 2003 there were 2,104 metropolitan co-employable banks of which 56
were planned banks. About 79% of these are situated in 5 states-Andhra Pradesh, Gujarat, Karnataka,
Maharashtra, and Tamil Nadu.
STATE CO-OPERATIVE BANKS
A state obliging bank is a social event of the focal charming bank which goes about as watchman of
the lovely money related structure in the state. Banks can in like way be portrayed subject to booked
and non-masterminded banks. It is fundamental.
For each person tobeware of the remote possibility that they are holding their sparing or store account
with a booked bank or non-masterminded bank. Orchestrated banks are also covered under the
examiner's security program of store affirmation and credit ensure affiliation (DICGC), which is
beneficial for all the record holders holding a spare saves and
fixed/recurringdepositsaccount.UnderDICGC,bankdepositsofuptoRs.1lakh,including the fixed,
venture assets, current and rehashing stores, per givers per bank if there should be an occurrence of
bank frustration are safeguarded.

6
A) SCHEDULED BANKS
Arranged banks are covered under the second schedule of the Reserve Bank of India Act,1934, the
bank ought to adapt to the going with conditions:
A bank that has a settled up capital of Rs. 5 lakh or more meets all prerequisites for the plan bank
class.
A bank needs to satisfy the public bank that its issues are not done with the end goal that makes hurt
the premium of the benefactors.
A bank should be an organization rather than a sole-proprietorship or association firm.
B) NON-SCHEDULED BANK
Non-planned banks elude to the nearby are a banks which are not recorded in these Cond timetable of
Reserve Bank of India. Non-Scheduled Banks are additionally needed to keep up the money save
necessity, not with the RBI, but rather withthem.
Ex:- Money banks, Sahukars and so forth

CHAPTER 2
INTRODUCTIONOF
VDC BANK
8

2.1 Company Profile:-
Established 1965
Chairman Shree Jayantibhai Patel
Email info@vdcbank.in
No. of employee 5
Objective Provide quality Services to the customers
2.2 Introduction of VDC Bank
Valsad District Co-activity Bank Ltd. (VDC Bank) has showed up in the year 1965 and was before late bit
of Surat District Central Co-activity Bank Ltd., before the advancement of Gujarat state in 1961 and
Valsad as a District. VDC keep cash with branch strength of 40 is having preferred position of working in
prosperous locale of South Gujarat viz. Valsad, Navsari, and Dang District with a branch in UT as well.
2.3 Products/ServicesofVDC Bank
Recent account, Hoard account, Duration deposits, periodicdeposits ,advance products (
Agricultural and non-agricultural loans etc).
2.4 Vision and Missionof VDC Bank
VISION:-
 Bank’s main vision is to become first in customer gratification. The adoption of all
recent technology for better, fast and squired service will be priority of the bank in
future.
MISSION:-
 Bank’s mission is to becomea schedule bank and to create
supremeoccupationprospect to the people.
9

2.5 Competitive Scenario of VDC Bank:-VDC Bank are in competition with
alteredsecluded and municipaldivision bank like HDFC Bank, Axis bank, Yes Bank, SBI
etc.
2.6 Promoters of VDC Bank
 MF
 FII
 Other Institutions etc.
2.7 Marketing Channels:-The subsequent are the publicizingnetwork of VDC bank
1) Industrialist Network
2) Staffsof Sugar Factory
3) Through Customers etc.
10

VISITED VDC BANK WITH GROUP MEMBERS
11

CHAPTER:-3
BACKGROUND OF THE STUDY
12

SWOT ANALYSIS
STRENGTHS:-
 The bank has an ethical procedurewhich shields it from placing assets into
associations drew in with arms trade, innate planning, oil subsidiary extraction, etc.
The ethical methodology is fundamental for the banks constitution.
 The bank offers an arrangement of merchandizing banking administrations, for
instance, up-to-date records, contracts, advancements, Master cards, adventures, etc.
 The bank obliges a wide customer base including individuals, accountdirectors,
communal customers, etc.
WEAKNESS:-
 Enormous quantities of customers of this bank aremutualworkhands and down and
out people.
 The bank need use of up-to-dateprogression, for instance, ATMs and PCs.
 The bank works a simply in a confined area.
OPPOURTUNITY:-
 Enormous unfamiliar zone for augmentation.
 Direct relationship with RBI and various cooperatives.
 Government supportto the bank for better turn of events.
THREATS:-
 High competition.
 Change in advancement.
13

PHASE 1- DIAGNOSIS PHASE
 VDC bank is fronting some delinquent which disturbs their business operation and yield as well.
 Problem Identification:-
 Need for better customer services.
 Small amount of deposits.
 Lack of infrastructure facility.
 Need for better customer services:-As we comprehendthat customers are the master of any
business. Without customers we can't envision the security of any business. VDC bank has a huge
load of customers and this bank is moreover giving all the thing and organizations yet the issue is
that VDC is a little bank and most of the customers are has a spot with agriculturalists and overall
agriculturalists are not trained and less sophisticated. As a result of which they can't grasp the thing
and organizations gave by VDC Bank. In light of the Covid-19 and digitalization age bank has
started online organizations anyway the customers can't comprehend.
 Small amount of deposits:-VDC Bank has restricted amount of stores. The central reason for the
little store is nonattendance of trust. The trusts of people are more on open territory bank appear
differently in relation to this bank. People open record in VDC Bank in light of one clarification
that is their administrator pay in this bank. Likewise, ensuing to getting pay they moved their
remuneration in other public territory banks. Likewise, after competition of occupation people
close their record in VDC bank.
 Lack of infrastructure facility:- VDC bank is defying Infrastructure office. The system of VDC
bank is so poor and bank can't make enormous theory on their establishment due to the less
advantage. To be sure, even bank is similarly not giving ATM machine.
 OBJECTIVES:-
To study on the need for better customer services in VDC bank.
To study the product and services provided by the bank are suitable to its customers or not.
To study that how much earlierfacilities are delivered by bank to its customer
14

PHASE 2 – DESIGN AND ANALYSIS PHASE
LIMITATIONS:-
 The test is limited to 50 since it was illogical helpful and monetarily to cover the
unabridged people.
 The bank assignments are arranged in light of which diverse information couldn't be
procured.
 The data created cannot be summarized to various branches.
 The diagram is presented to the inclination and predisposition to the respondents. Along
these lines 100% precision cannot be acknowledged.
15
Researchtype Descriptive study
Sources of data Primary data and
Secondary data
Primary data Questionnaire
Secondary data Website, internet etc.
Data collection
instrument
Questionnaire
Sample size 50
Target population Customer of VDC bank
Sampling method Convenience sampling
Software SPSS, Excel 2007

DATA ANALYSIS AND INTERPRETATION
 GENDER
INTERPRETATION:We have make a surveys on 50 sample size and most of the
respondents are male i.e. 48.
16
48
2
GENDER
MALE
FEMALE
Frequency Percent Valid
Percent
Cumulative
Percent
Valid MALE 48 96.0 96.0 96.0
FEMALE 2 4.0 4.0 100.0
Total 50 100.0 100.0

 AGE
INTERPRETATION:About 52% customers belong to the age category 25 to 50 years
and 40% customers belong to the age category Above 50 years. Only 8% customers belong
to the age category below 25 years.
17
4
26
20
0
5
10
15
20
25
30
BELOW 25 25 TO 50 ABOVE 50
AGE
Percent
Cumulative
Percent
Valid BELOW 25 4 8.0 8.0 8.0
25 TO 50 26 52.0 52.0 60.0
ABOVE 50 20 40.0 40.0 100.0
Total 50 100.0 100.0

 EDUCATION QUALIFICATION
Percent
Cumulative
Percent
Valid HSC 26 52.0 52.0 52.0
UG 10 20.0 20.0 72.0
PG 1 2.0 2.0 74.0
OTHER 13 26.0 26.0 100.0
Total 50 100.0 100.0
INTERPRETATION: Most of the customers are belong to the HSCeducational
qualification i.e. 26 customers.
18
26
10
1
13
0
5
10
15
20
25
30
HSC UG PG OTHER
EDUCATION QUALIFICATION

 OCCUPATION
INTERPRETATION:About 76% customers are belong to the private employment, 2%
belong to the unemployed and self employed.20% belong to the other profession.
19
0
5
10
15
20
25
30
35
40
UNEMPLOYED SELF
EMPLOYED
PRIVATE
EMPLOYEE
OTHERS
1 1
38
10
OCCUPATION
Percent
Cumulative
Percent
Valid UNEMPLOYED 1 2.0 2.0 2.0
SELF EMPLOYED 1 2.0 2.0 4.0
PRIVATE
EMPLOYEE
38 76.0 76.0 80.0
OTHERS 10 20.0 20.0 100.0
Total 50 100.0 100.0

 MONTHLYINCOME
INTERPRETATION: About 66% customers belong to the age group Rs.10000 to
Rs.20000. and only 34% customers belong to the income group below Rs.10000.
20
0
10
20
30
40
BELOW 10,000
10,000 TO 20,000
17
33
MONTHLY INCOME
Percent
Cumulative
Percent
Valid BELOW
10,000
17 34.0 34.0 34.0
10,000 TO
20,000
33 66.0 66.0 100.0
Total 50 100.0 100.0

Q.1 DO YOU HAVE ACCOUNT IN VDC BANK?
Percent
Cumulative
Percent
Valid YES 50 100.0 100.0 100.0
CLARIFICATION: All customers have account in VDC Bank.
21
50
YES
1

Q.2 WHAT WAS THE SINGLE IMPORTANT REASON FOR CHOOSING VALSAD CO-
OPERATIVE BANK?
CLARIFICATION:About 90% clients said that they have opened record in VDC bank
because of the customary ledger with a similar bank and for getting their compensation
through this bank. Furthermore, just 10% clients said that the magnificent administrations
offered by the bank was the explanation behind opening a record.
22
45
5
0 10 20 30 40 50
TRADITIONAL BANK ACCOUNT WITH THE
SAME BANK
THE EXCELLENT SERVICES OFFERED BY
THE BANK
REASON FOR CHOOSING VDC BANK
Percent
Cumulative
Percent
Valid TRADITIONAL BANK
ACCOUNT WITH THE
SAME BANK
45 90.0 90.0 90.0
THE EXCELLENT
SERVICES OFFERED
BY THE BANK
5 10.0 10.0 100.0
Total 50 100.0 100.0

Q.3 HOW MUCH YOU ARE SATISFIED WITH THE PRODUCT/SRVICES OF THIS BANK?
CLARIFICATION:About 72% clients are happy with the item and administrations gave
by banks.
23
0
5
10
15
20
25
30
35
40
HIGHLY SATISFIED SATISFIED NEUTRAL
8
36
6
SATISFIED WITH PRODUCT/SERVICES
Percent
Cumulative
Percent
Valid HIGHLY
SATISFIED
8 16.0 16.0 16.0
SATISFIED 36 72.0 72.0 88.0
NEUTRAL 6 12.0 12.0 100.0
Total 50 100.0 100.0

Q.4 ARE YOY SATISFIED WITH EMPLOYEES ATTENTION TOWARDS YOUR PROBLEM?
INTERPRETATION:About 72% clients said that they are fulfilled , 22% said that they
are profoundly fulfilled and 8% clients are nonpartisan about clients consideration paid by
representatives of the bank.
24
0
5
10
15
20
25
30
35
HIGHLY SATISFIED SATISFIED NEUTRAL
11
35
4
SATISFIED WITH EMPLOYEES ATTENTION
Percent
Cumulative
Percent
Valid HIGHLY
SATISFIED
11 22.0 22.0 22.0
SATISFIED 35 70.0 70.0 92.0
NEUTRAL 4 8.0 8.0 100.0
Total 50 100.0 100.0

Q.5 WILL YOU PREFER THIS BANK TO YOUR FAMILY MEMBERS AND FRIENDS?
CLARIFICATION:About 60% individuals said that they will incline toward this bank to
their relatives and 40% individuals said that they won't persuade their relatives to open
record in VDC bank.
25
30
20
0
5
10
15
20
25
30
35
YES NO
PREFER BANK TO FAMILY MEMBERS AND FRIENDS
Percent
Cumulative
Percent
Valid YES 30 60.0 60.0 60.0
NO 20 40.0 40.0 100.0
Total 50 100.0 100.0

Q.6 HOW DO YOU COMPARED THE FACILITY OF THE BANK WITH OTHER BANKS?
Percent
Cumulative
Percent
Valid EXCELLENT 3 6.0 6.0 6.0
GOOD 16 32.0 32.0 38.0
AVERAGE 30 60.0 60.0 98.0
WORST 1 2.0 2.0 100.0
Total 50 100.0 100.0
INTERPRETATION:About 60% clients said that office of VDC bank is normal contrast
with different banks.
26
0
5
10
15
20
25
30
EXCELLENT GOOD AVERAGE WORST
3
16
30
1
COMPARED FACILITY WITH OTHER BANK

Q.7 PERFORMANCE OF THE RELATIONSHIP MANAGER OF THE BANK.[THE
RELATIONSHIP MANAGERS ARE WELL TRANED.
CLARIFICATION:About half clients are concur and 30% clients are unequivocally
concurthat relationship chiefs are very much prepared.
27
15
25
10
0 5 10 15 20 25 30
STRONGLY AGREE
AGREE
NEUTRAL
Percent
Cumulative
Percent
Valid STRONGLY
AGREE
15 30.0 30.0 30.0
AGREE 25 50.0 50.0 80.0
NEUTRAL 10 20.0 20.0 100.0
Total 50 100.0 100.0

Q.7 PERFORMANCE OF THE RELATIONSHIP MANAGER OF THE BANK.[ THE
RELATIONSHIP MANAGERS ARE PRODUCTIVE IN SOLVING MY PROBLEMS.]
CLARIFICATION:About 38% clients are concurand 58% clients are firmly concurand
just 4% clients are can't help contradicting the relationship chiefs are beneficial in tackling
my issues.
28
0
5
10
15
20
25
30
STRONGLY AGREE AGREE DISAGREE
29
19
2
Percent
Cumulative
Percent
Valid STRONGLY
AGREE
29 58.0 58.0 58.0
AGREE 19 38.0 38.0 96.0
DISAGREE 2 4.0 4.0 100.0
Total 50 100.0 100.0

RELATIONSHIP MANAGERS ARE ADHERE TO PROFESSIONAL STANDARS OF
CONDUCT]
CLARIFICATION:About 52% clients are concurring, 38% are emphatically differ and
10% clients are impartial that the relationship administrators are cling to the expert norm of
direct.
29
0
5
10
15
20
25
30
STRONGLY AGREE AGREE NEUTRAL
19
26
5
Frequency Percent Valid Percent Cumulative
Percent
Valid STRONGLY
AGREE
19 38.0 38.0 38.0
AGREE 26 52.0 52.0 90.0
NEUTRAL 5 10.0 10.0 100.0
Total 50 100.0 100.0

RELATIONSHIP MANAGERS ACT IN MY INTEREST]
CLARIFICATION:-About 44% clients are agree,42% are unequivocally concur, 10% are
impartial and 4% clients are said that relationship chiefs are act to my greatest advantage.
30
0 5 10 15 20 25
STRONGLY AGREE
AGREE
NEUTRAL
DISAGREE
STRONGLY DISAGREE
21
22
5
1
1
Percent
Cumulative
Percent
Valid STRONGLY AGREE 21 42.0 42.0 42.0
AGREE 22 44.0 44.0 86.0
NEUTRAL 5 10.0 10.0 96.0
DISAGREE 1 2.0 2.0 98.0
STRONGLY
DISAGREE
1 2.0 2.0 100.0
Total 50 100.0 100.0

Q.7 PERFORMANCE OF THE RELATIONSHIP MANAGER OF THE BANK.[ OVERALL I AM
SATISFIED WITH THE PERFORMANCE OF THE RELATIONSHIP MANAGER]
Percent
Cumulative
Percent
AGREE 21 42.0 42.0 86.0
NEUTRAL 6 12.0 12.0 98.0
STRONGLY
DISAGREE
1 2.0 2.0 100.0
Total 50 100.0 100.0
CLARIFICATION:About 86% clients said that they are concurand emphatically concur
that they are happy with the general consideration of relationship directors.
31
22
21
6
1
0 5 10 15 20 25
STRONGLY AGREE
AGREE
NEUTRAL
STRONGLY DISAGREE

Q.8 PROCEDURES OF THE BANK[ THE ACCOUNT OPENING PROCESS WAS
QUITEHASSLE FREE AND QUICK]
Percent
Cumulative
Percent
Valid STRONGLY
AGREE
37 74.0 74.0 74.0
AGREE 8 16.0 16.0 90.0
NEUTRAL 5 10.0 10.0 100.0
Total 50 100.0 100.0
CLARIFICATION:About 74% clients are said that the kick-off of financial balance in
VDC bank is speedy cycle.
32
0
5
10
15
20
25
30
35
40
37
8
5

Q.8 PROCEDURES OF THE BANK[ THE PROCESS FOR UPGRADING DETAILS RELATED
TO KYC IS HASSLE FREE AND QUICK]
CLARIFICATION:About 98% clients are concurand emphatically concurthat the way
toward updating subtleties identified with KYC is without bother and brisk.
33
0
5
10
15
20
25
30
35
31
18
1
Percent
Cumulative
Percent
Valid STRONGLY
AGREE
31 62.0 62.0 62.0
AGREE 18 36.0 36.0 98.0
NEUTRAL 1 2.0 2.0 100.0
Total 50 100.0 100.0

Q.8 PROCEDURES OF THE BANK[ OVERALL I AM SATISFIED WITH THE OPERATIONS
TEAM OF THE ORGANIZATION]
CLARIFICATION:84% clients are concur and emphatically concur that general I am
happy with the activities of the bank.
34
0
5
10
15
20
25
30
STRONGLY
AGREE
AGREE NEUTRAL DISAGREE
13
29
7
1
Percent
Cumulative
Percent
Valid STRONGLY
AGREE
13 26.0 26.0 26.0
AGREE 29 58.0 58.0 84.0
NEUTRAL 7 14.0 14.0 98.0
DISAGREE 1 2.0 2.0 100.0
Total 50 100.0 100.0

Q.8 PROCEDURES OF THE BANK[ I AM SATISFIED WITH THE COMMUNICATION
DEPARTMENT OF THE ORGANIZATION]
CLARIFICATION:About 68% clients are concurand emphatically concur, 28% are
unbiased and 4% clients are differ and unequivocally can't help contradicting the general I
am happy with the correspondencebranchof the association.
35
8
26
14
1
1
0 5 10 15 20 25 30
STRONGLY AGREE
AGREE
NEUTRAL
DISAGREE
STRONGLY DISAGREE
Percent
Cumulative
Percent
AGREE 26 52.0 52.0 68.0
NEUTRAL 14 28.0 28.0 96.0
DISAGREE 1 2.0 2.0 98.0
STRONGLY
DISAGREE
1 2.0 2.0 100.0
Total 50 100.0 100.0

Q.8 PROCEDURES OF THE BANK[ ONLINE PORTAL OF THE WEBSITE SCCURATE AND
TIMELY INFORMATION RELATED TO YOUR ACCOUNT]
CLARIFICATION:About 54% clients concur that the online interface of bank is secure
and gives convenient data.
36
11
16
15
6
2
0 5 10 15 20
STRONGLY AGREE
AGREE
NEUTRAL
DISAGREE
STRONGLY DISAGREE
Percent
Cumulative
Percent
AGREE 16 32.0 32.0 54.0
NEUTRAL 15 30.0 30.0 84.0
DISAGREE 6 12.0 12.0 96.0
STRONGLY
DISAGREE
2 4.0 4.0 100.0
Total 50 100.0 100.0

Q.9 FEATURES OF THE VDC BANKING SERVICES:[ CHECK ACCOUNT BALANCE]
CLARIFICATION:About 82% clients said that they can immediately checked their
record balance.
37
0
5
10
15
20
25
30
35
40
45
QUICK ACCESS SLOW ACCESS
41
9
Percent
Cumulative
Percent
Valid QUICK
ACCESS
41 82.0 82.0 82.0
SLOW
ACCESS
9 18.0 18.0 100.0
Total 50 100.0 100.0

Q.9 FEATURES OF THE VDC BANKING SERVICES:[DOWNLOAD ACCOUNT STATEMENT]
CLARIFICATION:About 66% clients said that they can rapidly get to their record
explanation.
38
0
5
10
15
20
25
30
35
QUICK ACCESS SLOW ACCESS NOT ACCESS
33
16
1
Percent
Cumulative
Percent
Valid QUICK
ACCESS
33 66.0 66.0 66.0
SLOW
ACCESS
16 32.0 32.0 98.0
NOT ACCESS 1 2.0 2.0 100.0
Total 50 100.0 100.0

Q.9 FEATURES OF THE VDC BANKING SERVICES:[ REQUEST FOR STOP PAYMENT OF A
CHEQUE]
CLARIFICATION:About 60% clients said that they can rapidly access forhalting
installment of check.
39
0
5
10
15
20
25
30
QUICK ACCESS
SLOW ACCESS
NOT ACCESS
30
13
7
Percent
Cumulative
Percent
Valid QUICK
ACCESS
30 60.0 60.0 60.0
SLOW ACCESS 13 26.0 26.0 86.0
NOT ACCESS 7 14.0 14.0 100.0
Total 50 100.0 100.0

Q.9 FEATURES OF THE VDC BANKING SERVICES:[PAYMENT OF VDC BANK CREDIT
CARD BILLS]
CLARIFICATION:About 74% clients said that the Visa working of VDC bank isn't
acceptable.
40
0
5
10
15
20
25
30
35
40
3
10
37
Percent
Cumulative
Percent
Valid QUICK
ACCESS
3 6.0 6.0 6.0
SLOW
ACCESS
10 20.0 20.0 26.0
NOT ACCESS 37 74.0 74.0 100.0
Total 50 100.0 100.0

Q.9 FEATURES OF THE VDC BANKING SERVICES:[REQUEST FOR A NEW CHEQUE
BOOK OR ATM CARD]
INTERPRETATION:-About 78% customers said that VDC bank quickly issue ATM card and new
cheque book.
41
0
5
10
15
20
25
30
35
40
39
8
3
Percent
Cumulative
Percent
Valid QUICK
ACCESS
39 78.0 78.0 78.0
SLOW
ACCESS
8 16.0 16.0 94.0
NOT ACCESS 3 6.0 6.0 100.0
Total 50 100.0 100.0

Q.9 FEATURES OF THE VDC BANKING SERVICES:[TRANSFER FUNDS]
CLARIFICATION:About 58% clients said that they can without much of a stretch
exchange reserves.
42
29
8
13
0
5
10
15
20
25
30
35
Percent
Cumulative
Percent
Valid QUICK
ACCESS
29 58.0 58.0 58.0
SLOW ACCESS 8 16.0 16.0 74.0
NOT ACCESS 13 26.0 26.0 100.0
Total 50 100.0 100.0

Q.9 FEATURES OF THE VDC BANKING SERVICES:[ FACILITATE BILL PAYMENT]
Percent
Cumulative
Percent
Valid QUICK
ACCESS
4 8.0 8.0 8.0
SLOW
ACCESS
3 6.0 6.0 14.0
NOT ACCESS 43 86.0 86.0 100.0
Total 50 100.0 100.0
CLARIFICATION:Around 86 % clients said that the bill installment office isn't
acceptable.
43
0
5
10
15
20
25
30
35
40
45
4 3
43

FINDINGS
 We lead survey on a model size of 50 customers and Most of customers have a spot with male
order that is 48.
 26 respondents are have a spot with 25 to 50 age social event and 20 respondents have a spot with
more than 50 age gathering.
 Mostly customers of this bank are less qualified and from this examination we found that 52%
customers have a spot with HSC ability.
 38 respondents have private work.
 Large amounts of respondents from our examinations are having a spot with pay characterization
Rs.10000 to 20000.
 We direct investigations on 50 model and by far most of the respondents have account in VDC
Bank.
 90% customers said that they had opened record in VDC bank since they get their remuneration
through this bank.
 16% respondents are extraordinarily content with the thing and organizations gave by bank, 72%
respondent are satisfied and 12% respondents are unprejudiced.
 About 22% respondents are extraordinarily content with agent's thought towards issue, 70% were
satisfied and 8% were fair-minded.
 60% respondents will lean toward this bank to their family members and partners since they are
content with the organizations and incredible relations with financial specialists.
 About 32% respondents addressed that VDC bank organizations are worthy difference with various
banks. 6% said extraordinary and 60% said ordinary and 2% said most observably dreadful.
 30% respondents were immovably agree with the clarification that the relationship bosses are a lot
of arranged of VDC bank.
 58% respondents were unequivocally agree that the relationship chairmen are competent in
handling my anxiety.
 About38% respondents were unequivocally agree with the clarification that the relationship
managers are hold quick to capable standards of lead, 52% were agree. 42% respondents were
unequivocally agree where as 21% were determinedly can't resist repudiating the clarification that
the relationship chiefs are to my most prominent preferred position.
 About 44% respondents were immovably agree however 2% were unequivocally can't resist
negating the clarification That overall I am content with the introduction of relationship bosses.
 92% respondents get fast permission to their record balance.
 66% respondents said that they can quickly getting access of all declaration at whatever point
mentioned.
 60% respondents said that they are quickly getting responses from bank for closing their record.
 About 74% respondents said that Visa office are horrendous.
 58% respondents said that they are getting expedient permission to their resource move.
44

PHASE 3- IMPLEMENTATION PHASE
PROBLEM 1:- NEED FOR BETTER CUSTOMERSERVICES IN VDC BANK
Customers of VDC Bank is less qualified and they can't get genuine information as for the thing and organizations
of VDC bank. In today age each and every one is using Facebook and Instagram. We make a Facebook and
Instagram record and put all information related to VDC bank like their arrangement of encounters and thing and
organizations so the customers can without a very remarkable stretch knoe about the thing and organizations gave
by the bank. Bank chairman said that the bank have all the workplace yet on account of the nonappearance of care
they can't misuse.
45

PROBLEM 2:- SMALL AMOUNT OF DEPOSITS
We gathered trust of customers through creation campaign through the Instagram and Facebook and by
talking really. Bank directors said that they are getting good position and stores is growing yet in view of
the security concern we won't have the alternative to take data.
PROBLEM:-3 LACK OF INFRASTRUCTURE FACILITY
As we understand that establishment incorporate enormous cost and it is ludicrous to hope to change
system in a months. We talked about awful establishment office gave by VDC bank to their overseers then
he said that they are in practicing to improve this things. They perpetually improve their establishment
office.
46

BIBLIOGRAPHY
www.slideshare.net.in
www.wikipedia.in
www.vdcbank.in
47

Need for better customer services in Valsad district co-operative Bank

Need for better customer services in Valsad district co-operative Bank

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