The document summarizes a study on the demography of loan customers of Punjab National Bank in India. Some key findings of the study include: males make up a higher percentage of loan customers than females; most customers are students or government employees; educational loans made up the highest percentage of loans disbursed. The study also assessed customer satisfaction with the bank's services and processing times. It provides recommendations on how the bank can improve customer awareness of products and services to gain more customers.

1. “The Demography of the
Loanees at Punjab National
Bank”
Presented by
Laltanzuali
MBA 3rd Sem
Roll no 20

2.  PNB is a state owned financial services company. The founder
was Lal Laj Pat Rai
 Registered on May 19, 1894.
 Second largest government – owned commercial bank.
 The bank was Incorporated under the Act VI of 1882, Indian
Companies Act, the Bank commenced operations on April 12,
1895 from Lahore, with an authorized total capital of Rs 2 lakh
and working capital of Rs 20,000.
Till now it has -
 6564 branches(31.3.2015) across 764 cities which includes 9
overseas branches and 69 Circle offices,8348 ATMs.
 More than 80 millions satisfied customers.

3. PNB AIZAWL BRANCH
In 2007 a new branch was established in Aizawl, there
are 10 employees till today. Apart from Aizawl Branch
there are no branch open in other district in Mizoram.
It was located in Millenium center D-154, Dawrpui
Aizawl.
There are Manager, Deputy Manager, Management
Training, Clerical, Sub-staff, Peon and Sweeper.

5. 1894 : PNB was founded on May 19, 1894 in Lahore.
1947 : Partition of India and Pakistan at Independence.
PNB lost its premises in Lahore, but
continued to operate in Pakistan.
1961 : PNB acquired Universal Bank of India.
1965 : After the Indo-Pak war the government of Pakistan
seized all the offices in Pakistan of Indian banks,
including PNB's head office, which may have moved
to Karachi. PNB also had branches in East
Pakistan (Bangladesh).
1969 : The Government of India nationalized PNB and
13 other major banks on 19th July, 1969.
Current year: During FY’15, Punjab National Bank
maintained it’s NUMBER ONE position in Domestic
Business, Domestic Deposits, Domestic
Advances, CASA Deposits and Operating Profit
amongst all Nationalized Banks.

6. Vision-
“To be a leading Global Bank with Pan India footprints and
become a household brand in the Indo-Gangetic Plains providing
entire range of financial products and services under one roof.”
Mission- ‘Banking for the Unbanked’
This is evident from the fact that the Bank actively participated
in the Pradhan Mantri Jan Dhan Yojana (PMJDY). The Bank had
opened 90.17 lakh accounts and issued 84.74 lakh RuPay Cards
under Pradhan Mantri Jan Dhan Yojana as on 31st March’15.
Core Values-
 Customer satisfaction through providing quality service
efficiently and effectively.
 Periodic customer service audit.
 Success through teamwork, integrity and people.

8.  Canara Bank
 State Bank of India
 Bank of Baroda
 Union Bank of India
 Oriental Bank of Commerce
 Bank of India
 Indian Bank

9. Home Loan
Education Loan
Personal Loan
Business Loan
Car Loan
Loan Against Property

10.  To analyze the preferences of the loanees about the
product and services offered by PNB.
 To study the demographic characteristics of the loanees.
 To assess the relationship between the services and the
customers.
 To examine the status of the loans/services provided.

11. 1. From the project it is found that the number of male
loanees out numbered the female, male loanees is 67.5%
while the female are only 32.5%.
2. It has been observed that the highest concentrations of
the loanees were students and then government
employees, private job holders and so on.
3. When asked about the initiator or by whom the loans
were initiated, Individual initiation was at the highest at
54.5%and next was family at 26% then comes business
at 14.3%.
4. It was observed that though some loanees have availed a
particular scheme, still they would prefer another
schemes also.

12. 5. From the survey it was found that the maximum loan
given out was Educational loan at 33.8%, reason behind
this according to the respondents was that the bank had
offered a good service and was easier than other banks.
Second was Business loans at 28.6%, Car loans 7.8% and
Home loan at 6.5%.
6. 44.2% of the loanees have an opinion not to avail any
other loan schemes because most of them have availed
loan to start new business but still there are 29.9 who
would go for another schemes. There are 26% unsure
because they have not fulfill the repayment.
7. Approximately 50.6% of the loanees have agreed that
they have been served well by the employees and there
are 10.5% who have strongly agreed.

13. 8. It has been observed that approximately 46.8% customer
rated file processing procedure Good while 27.3% have
opinion its not that easy(Respondents availing Personal
Loan) where as 2.6% said it’s Excellent.
9. From the survey, approximately 33.8% customer rated
the cooperation of the employees in processing and
documentation as Good and 40.3% said it’s Excellent
and around 3.9% customer where unhappy with it.
10. It was found that majority of the respondents have
replied that the interest rates of the Loan schemes were
quite average.

14.  The study has been taken up over for a limited time and there
are constrains in gathering information over a month time.
 The respondents are mostly busy with their lives and
sometimes they hardly have time responding the questions.
 Variables to compare the other existing banks were not
included which would have been a very important aspects of
the study.
 Utilization of the loans as per the intention or schemes were not
properly taken into consideration, though it would be very
hectic to gather those information at the prescribe time.

15.  The study shows some percentages of the customers who
are unaware of the schemes and services, these customers
can be a good source for the Bank, Thus awareness
programs of awareness can be conducted at a higher level.
They should concentrate more on advertising and publicity
of the products.
 There are schemes and other services which are having
very low customers, thus the branch could have provoke to
have more customers in these areas who will in turn
generate revenue.

16.  Good customers relationship should be maintained and
suggestions from customers may be taken from time to
time so as to improve the product features and services.
 There are number of customers who would re- acquire the
loans or schemes, it will be good to have these customers
back who are good assets for the institutions.
 Punjab National Bank should open new branches at prime
locations and not to forget remote areas which are still
untapped.
 Language is sometimes a barrier to those customers who
are elderly and moderately educated, Maximum
localization of the staffs or training the local language
would helps so in the flow of work.

17. The project study selected was to study the demography of the
loanees as well as various products of PNB. The analysis of the
data collected and its interpretation revealed the information
regarding the satisfaction of the customers towards the
products and services and also their awareness regarding the
benefits of having relationship with Punjab National Bank.
One of the corporate visions of PNB is to serve their customers in
the most efficient manner and to gain customers satisfaction.
Thus the company should focus on providing the customers
with added benefits to gain maximum satisfaction.
As there is only one branch in Mizoram the deposit rate is less.

18. Thank you