Ppt on need for better customer services in VDC bank

1. ON
‘NEED FOR BETTER CUSTOMER SERVICES IN COOPERATIVE BANK’
AT
VALSAD DISTRICT CENTRAL COOPERATIVE BANK
SUBMITTED TO
INSTITUTE CODE: 716
INSTITUTE NAME: GIDC RAJJU SHROFF ROFEL INSTITUTE OF MANAGEMENT STUDIES, VAPI
UNDER THE GUIDANCE OF
DR. AABHA SHINGVI
IN PARTIAL FULFILMENT OF THE REQUIREMENT OF THE AWARD OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (MBA)
OFFERED BY
GUJARAT TECHNOLOGICAL UNIVERSITY
AHMADABAD
PREPARED BY:
KHALIFA JAINAB [197160592021]
SINGH ANJALI KUMARI VIJAY [197160592064]
JUHI SIGH [197160592065]
TIWARI KAJAL RANJEET [197160592067]
TIWARI URVASHI [197160592068]
MBA(SEMESTER – III)
NOVEMBER 2020
MULTIDISCIPLINARY ACTION PROJECT REPORT

3. 
 Valsad District Co-op Bank Ltd. (VDC Bank) has come into existence in the year 1965 and was
earlier erstwhile part of Surat District Central Co-op. Bank Ltd. Before the formation of Gujarat
state in 1961 and Valsad as a District. VDC bank with a branch strength of 40 is having
privilege of working in prosperous regions of South Gujarat viz. Valsad, Navsari, Dang District
with a branch in UT also.
INTRODUCTION OF THE BANK

4. 
ESTABLISHED 1965
CHAIRMAN SHREE JYANTIBHAI PATEL
EMAIL info@vdcbank .in
NO. OF EMPLOYEES 5
WEBSITE http://www.vdcbank.com
OBJECTIVES PROVIDE QUALITY SERVICES TO THE
CUSTOMERS.
BANK PROFILE

5. 
VISION & MISSION OF BANK
VISION
 Bank’s main vision is to become first in
customer satisfaction. The adoption of all
modern technology for better, fast and
squired service will be priority of the bank
in future.
MISSION
 Bank’s mission is to become a schedule
bank and to create maximum job
opportunity to the people.

6. 
VDC BANK’S PRODUCTS/SERVICES

7. 
SWOT ANALYSIS
STRENGTHS
 The bank has a ethical policy which prevents it
from investing in companies involved in arms
trade, genetic engineering, fossil fuel extraction
etc. The ethical policy is part of the banks
constitution.
 The bank offers a variety of retail banking
services such as current accounts, mortgages,
loans, credit cards, investments etc.
 The bank caters to a wide customer base
including individuals, businessmen, corporate
customers etc.
WEAKNESS
 Large number of customers of this bank are
middle class and poor people.
 The bank lack in implementation of latest
technology such as ATMs and computers.
 The bank operates only in a limited area.

8. 
SWOT ANALYSIS
OPPORTUNITIES
 Large untapped area for expansion.
 Direct connection with RBI and other
cooperatives.
 Government support to the bank for better
growth.
THREAT
 High competition.
 Change in technology.

9. 
VISITED BANK WITH GROUP MEMBERS

10. 
 VDC bank is facing some problem which affect their business operation and profit as well.
 Problem Identification:-
 Need for better customer services.
 Small amount of deposits.
 Lack of infrastructure facility.
DIAGNOSIS PHASE

11. 
OBJECTIVES
PRIMARY
 To study on the need for better customer
services in VDC bank.
SECONDARY
 To study that the product and services
provided by the bank are satisfactory to its
customers or not.

12. 
Research type 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 Excel 2007
DESIGN & ANALYSIS PHASE

13. 
 The sample is limited to 50 because it was not possible timely and economically to cover the
whole population.
 The bank operations are confidential due to which various information could not be obtained.
 The data generated can not be generalised to other branches.
 The survey is subjected to the bias and prejudice to the respondents. Hence 100% accuracy can
not be assumed.
LIMITATIONS

14. 
 The data analysis and data interpretation has been given in below hyperlink: -
 Data analysis and interpretation

15. 
 We conducted survey on a sample size of 50 customers and most of the customers belongs to male
category i.e. 42.
 26 respondent are belonging to age group of 25 to50 years and 20 respondent belongs to above 50 years
age group.
 Mostly the customers of this bank are less qualified & from this survey we found that most of customers
belong to HSC qualification.
 38 respondent belong to private company
 Large number of respondent of our survey fall under the income group of Rs.10,000 to 20,000 per month.
 We conduct survey on 50 sample size and the all have an account in the VDC bank.
FINDINGS

16. 
 About 72% customers are satisfied with the employees attention towards customer problem.
 About 40% customers said that they will not prefer this bank to their family members.
 About 60% customers said that the facility of VDC bank is average compare to other banks.
 About 52% customers agree that they are satisfied with the communication department of the organization
OBJECTIVE 1:- TO STUDY ON THE NEED FOR BETTER CUSTOMER SERVICES IN VDC
BANK.

17. 
 About 50% people are agree and 30% people are highly agree that the relationship manager is well
trained. They said that the relationship manager is well trained in solving their problems.
 About 72% customers are satisfied and 16% customers are highly satisfied and 6% customers are neutral
about the product and services of VDC bank.
 About 74% customers said that the account opening process is quick and hassle free.
 About 62% customers are strongly agree that the process for upgrading details related to KYC is hassle
free and quick.
 About 22% customers are strongly agree and 32% customers are agree with this statement that website
provides accurate and timely information related to their account.
 About 66% customers said that they can quickly access their account statement whenever demanded .
 About 74% customers said that payment facility through credit card is not good.
OBJECTIVE 2:- TO STUDY THAT THE PRODUCT AND SERVICES PROVIDED BY THE BANK
ARE SATISFACTORY TO ITS CUSTOMERS OR NOT

18.  PROBLEM 1:- NEED FOR BETTER CUSTOMER SERVICES IN VDC BANK
 Customers of VDC Bank are less qualified and they are not able to get proper information regarding the product and
services provided by VDC bank. In today age each and everyone is using facebook and instagram. We make a facebook
and instagram account and put all information related to VDC bank like their history and product & services so that the
customers can easily get to know about the product and services provided by the bank. Bank manager said that the bank
have all the facility but due to the lack of awareness they are not able to take advantage.
IMPLEMENTATION PHASE

19. 
We also provide suggestion like:-
 They should enhance the speed in accessing the transaction facility.
 They should install the mini ATM machine near the bank.
 The management should make brand advertisement regarding product and services for creating awareness.

20. 

21. 
PROBLEM 3 :- LACK OF INFRASTRUCTURE FACILITY
As we know that infrastructure involve huge cost and it is not possible to change infrastructure in just a months. We
talked about poor infrastructure facility provided by VDC bank to their managers then she said that they are in
practising to improve all this things.
PROBLEM 2 :-SMALL AMOUNT OF DEPOSITS
We built trust of customers through making campaign through the instagram and Facebook and by talking personally. Bank
manager said that they are getting advantage and deposits is increasing but due to the privacy concern we will not be able to
take data.

22. 
 Questionnaire
ANNEXURE