Punjab National Bank (PNB) is one of the oldest and largest banks in India, established in 1894. It has over 5,000 branches across India and internationally. PNB provides various personal and corporate banking services and caters to over 37 million customers. It aims to be the best bank through quality customer service and technological innovation.

1. Introduction
• PNB has the distinction of being the first Indian
bank to have been started solely with Indian
capital that has survived to the present.
• PNB has had the privilege of maintaining
accounts of national leaders such as Mahatma
Gandhi, Shri Jawahar Lal Nehru, Shri Lal
Bahadur Shastri, Shrimati Indira Gandhi, as well
as the account of the famous Jalianwala
Bagh Committee.

2. History
• Punjab National Bank was registered on 19 May
1894 under the Indian Companies Act with its office
in Anarkali Bazaar Lahore.
• The Bank opened for business on 12 April, 1895.
• PNB's founders included several leaders of
the Swadeshi movement such as Dyal Singh
Majithia and Lala HarKishen Lal, Lala
Lalchand, Shri Kali Prosanna Roy, Shri E.C.
Jessawala, Shri Prabhu Dayal, Bakshi Jaishi
Ram, and Lala Dholan Dass. Lala Lajpat Rai was
actively associated with the management of the
Bank in its early years.

3. Services
• Social Banking • Personal Banking
• MSME Banking ( service for micro, 1. Savings Fund Account
small, medium enterprise) 1. PNB Prudent Sweep
Agricultural Banking 2. Total Freedom Salary Account
1. Agri Business Cell 3. PNB Vidyarthi SF Account
2. Agricultural Banking 4. PNB Mitra SF Account
3. Farmers 5. PNB Rakshak Scheme
1. Agriculture Credit Schemes 6. PNB Shikshak Sweep Scheme
2. Central Sector Schemes 7. PNB Shikshak Overdraft Scheme
3. PNB Farmers Welfare Trust 8. Scheme for Providing Overdraft
4. Procedural Guidelines for Facility to Pensioners
Agricultural Credit 2. Current Account
• Corporate Banking 3. Fixed Deposit Schemes
• International Banking NRI 4. Credit Schemes
5. Doorstep Banking Services
6. Cards
7. Nomination Facilities
8. Deceased claim cases
9. Centralised Banking Solution

4. Price
Charges for non
maintenance of
• Initial Deposit at opening of account( curret account)-
Area of Branch Amount (Rs.)
QAB per quarter
(Rs.)
Rural 1000 300/-
Semi urban 3000 400/-
Urban 5000 700/-
Metropolitan 5000 700/-
• saving account – initial 500 rs for student 0 rs.
• Saving Account Interest Rates : 4.0 % p.a. (w.e.f. 3rd May
2011)
• Interest Rates - Loans & Advances : BPLR: 14.25% w.e.f.
01.08.2011
• BASE RATE: 10.75% w.e.f. 01.08.2011
• Fee and commison for draft .

5. Place
• 5000 branches across 764 cities.
• PNB has a banking subsidiary in the UK, as well
as branches in Hong Kong, Dubai and Kabul,
and representative offices
in Almaty, Dubai, Oslo, and Shanghai.
• Punjab National Bank ATM - 5,050. till june
2011.

6. Promotion
1. Advertising - Television, radio, movies,
theatres
2. Print Media- Hoardings, newspaper,
magazines

7. Process
• Doorstep Banking Services for HNI
customer/corporates.
• Various offers for student’s and senior citizen’s.
• Standardization of services.

8. Physical Evidence
• Logo with tag line “the name
you BANK upon”
• Financial Reports- The
Company’s financial reports
are issued to the customers to
emphasis or credibility
• Passbook and reciepts.

9. People
• Serves over 37 million customers.
• Employees - 56,928 (2010)
• Employees of a Bank represents the organization
to its customers.

10. Quality of Experience
• Credence Quality- because customer has to rely
on reputation and name factor of bank.

11. Gap in service Quality
● Gap between Consumer expectation and
management perceptions of consumer
expectation :-
● Gap between service quality specifications and
service delivery :-
● Gap between service delivery and external
communication :
● Gap between perceived service and expected
service

12. Conclusion
• Forbes Global 2000 Ranking : Punjab National
Bank was ranked 1243 in the Forbes Global
2000.
• The bank has been ranked 248th biggest bank
in the world by the Bankers Almanac, London.
• Punjab National Bank is one of the Big
Four banks of India, along with ICICI
Bank, State Bank of India, Bank of
Baroda and HDFC Bank—its main competitors