research report

A Study of Modern Banking Facilities and Customer Satisfaction
With special context of Punjab National Bank in Patna
A Project Report
BY
KUNAL ANAND
BACHELOR IN BUSINESS ECONOMICS
3ND
YEAR (6TH
SEMESTER)
An Integrated Assignment
Submitted in Partial Fulfillment of the Requirements for the
Department of Economics
St. Xavier’s College of Management & Technology, Patna

ACKNOWLEDGEMENT
I thank almighty God who has provided me the faculty of learning and
understanding the phenomenon occurring around me. I wish to place on record, my
deep gratitude to Fr. Dr. T. NISHANT S.J., principal of St. Xavier‘s College of
Mgmt. & Tech., Patna for providing us an opportunity to study in this premier
institute of learning.
I would like to express my deep and sincere gratitude to my research supervisor, Dr.
NIHARIKA KUMARI (CO-ORDINATOR BBE dept.) for her inspiration, input
and help in the writing of this thesis. . Without her assistance and encouragement, I
may not be able to complete my project within the time frame. It gives me great
pleasure to present this project fully furnished. I’ve tried my level best to make this
project simple yet informative and attractive. The project has been prepared in
simple language, along with special notes whenever required. However, it would
not have been possible without the help of many individuals.
I would like to thanks my group partners for their kind cooperation and
encouragement during the entire work.
I wish to express my sincere thanks to my parents for their tremendous
contribution and support both morally and financially towards the completion of
this project.
Last but not the least, I am also thankful to the librarian and the computer lab in-
charge of St. Xavier’s college of Management and Technology, Patna who has
helped me during the course of this research paper in different ways.
At last, I am very thankful to my respondents for their cooperation.
KUNAL ANAND

1
ARYABHATTA KNOWLEDGE UNIVERSITY: PATNA
BONAFIDE CERTIFICATE
Certified that this project report “Modern banking facilities and customer
satisfaction in Patna” is a bonafide work of “KUNAL ANAND” who carried
out the project work under my supervision.
SIGNATURE SIGNATURE
HEAD OF THE DEPARTMENT SUPERVISIOR

2
TABLE OF CONTENTS
Abbreviation ………………………………………………………………………….. 5
Abstract ……………………………………………………………………………….. 7
About this Institution ………………………………………………………………….. 8
About University ……………………………………………………………………… 11
Chapter 1: Introduction ………………………………………………………………13
 What is bank……………………………………………………………………14
 Types of bank……………………………………………………………………15
 Role, Advantage and disadvantage of bank…………………………………..17
About Punjab national Bank…………………………………………………………..20
Literature review ……………………………………………………………………28
Research Methodology ………………………………………………………………31
Chapter 2 Result and Discussion………………………………………………………34
Analysis of data interpretation …………………………………………......................36
Chapter 3 Conclusion and Suggestion………………………………………………51
References………………………………………………………………….....................54
Appendix………………………………………………………………………………55

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LIST OF TABLES
S.NO Particulars Page No.
Table 1 Distribution of Gender Count
36
Table 2 Distribution of Count of Respondent age
37
Table 3 Distribution of occupation of the respondent
38
Table 4 Distribution of number of account maintained
39
Table 5 Distribution of services provided by the bank
40
Table 6 Distribution of problem faced in ATM facilities
41
Table 7 Distribution of problem faced in cheque facilities
42
Table 8 Distribution of problem faced by RTGS facilities
43
Table 9 Distribution of problem faced by NEFT facilities
44
Table 10 Distribution of problem faced by UPI facilities
45
Table 11 Distribution of problem faced by IMPS facilities
46
Table 12 Distribution of problem faced by online transaction facilities
47
Table 13 Distribution of problem faced by E-baking facilities
48
Table 14 Distribution of customer complaints
49

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LIST OF FIGURES
S.NO Particulars Page No.
Fig. 1 Distribution of Gender Count in Pie chart
36
Fig. 2 Distribution of Count of Respondent age in Pie chart
37
Fig. 3 Distribution of occupation of the respondent in bar graph
38
Fig. 4 Distribution of number of account maintained in bar graph
39
Fig. 5 Distribution of services provided by the bank in bar graph
40
Fig. 6 Distribution of problem faced in ATM facilities in Pie chart
41
Fig. 7 Distribution of problem faced in cheque facilities in Pie chart
42
Fig. 8 Distribution of problem faced by RTGS facilities in Pie chart
43
Fig. 9 Distribution of problem faced by NEFT facilities in Pie chart
44
Fig. 10 Distribution of problem faced by UPI facilities in Pie chart
45
Fig. 11 Distribution of problem faced by IMPS facilities in Pie chart
46
Fig. 12
Distribution of problem faced by online transaction facilities in Pie
chart
47
Fig. 13 Distribution of problem faced by E-baking facilities in Pie chart
48
Fig. 14 Distribution of customer complaints in Pie chart
49

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Definitions and Abbreviations
Abbreviations Abbreviation Description
PNB Punjab National Bank
RO Regional Office
HO Head Office
RBI Reserve Bank of India
NBFC Non Banking Financial Company
MIS Management Information System
GOI Government
PAY Payments
FY Financial Year
YOY Year over Year
NPAS Non Performing Assets
SAMV Stressed Assets Management Vertical

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OTS Office of Technology Services
RRBs Regional Rural Banks
PMJDY Pradhan Mantri Jan Dhan Yojana
ATM Automated Teller Machine
RTGS Real Time Gross Settlement
NEFT National Electronic Fund Transfer
UPI Unified Payments Interface
CTS Cheque Truncation system
IMPS Immediate Payment Service
ETF E-banking facility
A/c Account

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Abstract
The purpose of this research article is to evaluate the customer’s
satisfaction towards the banking services rendered by the PNB in Patna.
The researcher conducted aliterature search on banking services of PNB
interviewing of its 100 customers (60 Males and 40 Females) and
thoroughly scrutinized how it caters to the banking needs of the
inhabitants of Patna. The study also focused on various factors that
determine the customer satisfaction like behaviour, banking services,
customer satisfaction and other value added services. Analysis was made
by using various tools like percentage Analysis. The result showed that
there was a significant relationship between the variable of customer
satisfaction and banking services of the PNB and the customers have
highly satisfaction of bank Service.
Keywords
 Bank
 Respondents
 Account
 Pub
 Customer
 Banking services
 Economy
 Facility
 Distribution

About college
St. Xavier’s College, X.T.T.I. campus, Digha ghat, Patna is a co
undergraduate college of Arts, Commerce and Professional courses under
Aryabhatta Knowledge University, started in July 2009 at its temporary campus at
Digha. In June 2011, the college was shifted to its present location on a sprawling 36
acres campus at X.T.T.I on Digha Ashiyana Road. St. Xavier’s College of management
& Technology under Aryabhatta Knowledge University was established in 2012. It
offers life – oriented and Profe
College are managed by the Jesuits of Bihar. Jesuits are the members of a Christian
religious order called the Society of Jesus. Jesuit education is inspired by the life and
teachings of Jesus Christ and on the principles of pedagogy el
Ignatious of Loyola, the founder of the Society of Jesus.
The college aims to offer an all
social, emotional, physical, aesthetic, moral and spiritual. It further aims at
promoting values such as respect for common Indian Cultural Heritage,
8
About college
St. Xavier’s College, X.T.T.I. campus, Digha ghat, Patna is a co
college was shifted to its present location on a sprawling 36
oriented and Professional courses.
teachings of Jesus Christ and on the principles of pedagogy elaborated by St.
Ignatious of Loyola, the founder of the Society of Jesus.
The college aims to offer an all – around formation that is intellectual, cultural,
such as respect for common Indian Cultural Heritage,
St. Xavier’s College, X.T.T.I. campus, Digha ghat, Patna is a co – educational
college was shifted to its present location on a sprawling 36
aborated by St.
around formation that is intellectual, cultural,
such as respect for common Indian Cultural Heritage,

9
egalitarianism, democracy, secularism, equality of sexes, protection of environment,
removal of social barriers, responsible use of cybernetics and mass media,
transparency and probity in private and public life, national unity and respect for
religious and moral values.
The college Emblem contains the moto of the college: Pravahito Gyanganga Pravah
(Let the streams of gyan Ganga keep on flowing). The college is situated near the
river Ganga. Like the flowing river, the college is to ensure that the streams of Gyan
Ganga keep on flowing and liberating people. The Sun with the letters HIS is a
symbol characterizing the Society of Jesus. The emblem within the emblem,
containing crown, crescent moon etc. is the coat of arms of the noble family of our
Patron, St. Francis Xavier.
Our College is St. Xavier’s College of Management & Technology, Patna. It is situated
at Digha – Ashiyana road, Patna 800011. This college is run by Jesuits fathers who
run St. Xavier’s College Kolkata, Ranchi, Mumbai and St. Michael’s School and St.
Xavier’s School, Patna. The courses which this college offers are B.Com P, B.B.A,
B.C.A, B.M.C, B.B.E.

10
Bachelor of Business Economics (BBE)
The underlying philosophy of the Bachelor of Business Economics course is to
develop theoretical and analytical skill of the students so that they may be absorbed
in the corporate world or be able to pursue higher studies at the Master’s level. In
the rapidly changing global market scenario, there is a need for the students to
equip themselves with the capability to understand and handle the dynamic of
economics and the business world. The paper in this course have been designed to
include recent changes and developments and current trends in business and the
economy. There is a substantial infusion of quantitative techniques component in
the syllabus to equip students with essential infusion of quantitative techniques
component in the syllabus to equip students to the areas of finance, marketing and
the legal structure within which businesses operate. Thus a fine balance has been
maintained between the economic theory and practical business components.

11
About University
The Aryabhatta Knowledge University Act 2008 provides for the establishment of
University at Patna to conduct and facilitate affiliation of institutions in the
conventional as well new frontiers of professional education. All colleges and
institutions imparting professional education for example Engineering and
Technology including information Technology, Nano technology & Biotechnology,
Management, Medicine, Health technology, Public Health Pharmacy, Optometry,
Nursing, Education, Law etc. is to be affiliated to this university.
Technical Education had been a key priority in the state of Bihar, and it had
established several prestigious Technical institutes in the State. The most
prestigious institutes of the State, Bihar College of Engineering established in 1900,
has been converted as centrally Funded Institute, namely National institute of
Technology, Patna in February 2004. Other old & prestigious Institutions are
Bhagalpur college of Engineering under Tilka Manjhi University, Bhagalpur and
Muzaffarpur institute of Technology under BRBA Bihar.

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BIT Sindri, which is now is state of Jharkhand, was also established by state of Bihar.
These institutes offered high quality technical education, and their alumni today
have achieved National and International recognition. Aryabhatta Knowledge
University, Patna has been established by Government of Bihar for the development
and management of educational infrastructure related to technical, medical,
management and allied professional education in the state. The objective of the
University is to promote the professional education infrastructure to meet the
national standard through well advanced course, infrastructure and quality faculty.
Bihar lacks in the infrastructure both in the terms of number of institutions and the
quality of education. As a result, Bihar state has become the major hub of students
migrating to the others states for pursuing their education and carrier building for
future growth. Vision is to mould the character, shape the career, and bring
perfection in behaviour and excellence in educating the younger generation of today
for future. Also, to bring up a vibrant knowledge university resonating with the
mission of all round development of students in particular and the nation and
mankind in general by providing value – based creative, innovative quality
education.
Aryabhatta Knowledge University
Chanakya National Law University Campus,
Near Mithapur Bus Stand, Mithapur
Patna 800001.
Related Enquiry: 0612-2351919(office) , 0612-2362270(exam)
Email: akuniv10@gmail.com(General)
akuexam@gmail.com(Examination)
Website : http://akubihar.org

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INTRODUCTION
Modern banking covers all the aspects as like mobile banking, online banking, ATM.
Modern banking is to use the internet as connection between customer and banks for
managing preparing and controlling financial transactions. In the era of globalization and
with the increasing competition in all the fields around the world many companies have
modified their strategies so they can reach their customers around the world easier and
cheaper. However, the rapid growth of economy is based on modern banking that is
especially based on internet, computer systems and cell phones.
1.1 WHAT IS BANK?
“A bank is an institution, the principal function of which is collect the unutilized money
of the people and to lend it to others.”
R.P.KENT
“Bank is an economic institution whose main aim is to earn profit through exchange
of money and credit instrument.”
Jhon Harry

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1.2 TYPES OF BANK
a. PUBLIC SECTOR BANK- Public sector bank is a bank in which the
government holds a major portion of the shares. Say for example, SBI is public
sector bank, the government holding in this bank is 58.60%. Similarly PNB is a
public sector bank, the government holds a stake of 58.87%. Usually, in public
sector banks, government holdings are more than 50 per cent.
b. PRIVATE SECTOR BANK - In these banks, most of the equity is owned by
private bodies, corporations, institutions or individuals rather than government.
These banks are managed and controlled by private promoters.
1.3 HISTORY OF BANK
Banking in India originated in the first decade of 18th century with The General Bank of
India coming into existence in 1786. This was followed by Bank of Hindustan. Both
these banks are now defunct. The oldest bank in existence in India is the State Bank of
India being established as “The Bank of Bengal" in Calcutta in June 1806. A couple of
decades later, foreign banks like Credit Lyonnais started their Calcutta operations in the
1850. At that point of time. Calcutta was the most active trading port, mainly due to the
trade of the British Empire, and due to which banking activity took roots there and
prospered.
The first fully Indian owned bank was the Allahabad Bank, which was established in
1865. By the 1900s, the market expanded with the establishment of banks such as Punjab
National Bank, in 1895 in Lahore and Bank of India, in1906, in Mumbai - both of which
were founded under private ownership.
The Reserve Bank of India formally took on the responsibility of regulating the Indian
banking sector from 1935.After India's independence in 1947, the Reserve Bank was
nationalized and given broader powers.

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1.4 NATIONALIZATION AND IT’S IMPACT ON BANKING
By the 1960s, the Indian banking industry has become an important tool to facilitate the
development of the Indian economy. At the same time, it has emerged as a large
employer, and a debate has ensued about the possibility to nationalize the banking
industry. Indira Gandhi, the-then Prime Minister of India expressed the intention of the
GOI in the annual conference of the All India Congress Meeting in a paper entitled
"Stray thoughts on Bank Nationalization." The paper was received with positive
enthusiasm. Thereafter, her move was swift and sudden, and the GOI issued an ordinance
and nationalized the 14 largest commercial banks with effect from the midnight of July
19, 1969.
If we study the total deposits of 14 nationalized banks (the commercial bank)
in 1967 and bank credits they were Rs. 2312 and Rs. 1583 crores respectively. In 1968
the position of deposits and bank advances in respect of the nationalized banks. We can
observe that all the nationalized banks now cover 84% of the total deposits and 82.8% of
the total bank credits of all banking business in India. These 14 nationalized banks alone
cover 62.8% of the total deposits and 63.5% of the bank credits of the all nationalized
banks including the State Bank and its subsidiaries.
The main cause of nationalization of banks have been stated as to include
the enlargement of resources for economic growth, the development of Agriculture and
Industry in backward regions as well as making bank credit available to priority areas
which had generally been neglected. To fulfill such objectives government, felt that the
lending policy should be governed by the government rather than by few monopolist
shareholders who in the past divert bank resources to their self-desired channels ignoring
the needs of the country's economic planning. In this way the use of bank money for
purposes of speculative activities and unproductive works shall be eliminated. It is
proposed to secure professional standards in bank management and provide adequate
training facilities for banking personnel by assuring reasonable terms of employment for
the banking industry's staff.

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1.5 Role of Banks in the Economic Development of a Country
The banking system plays an important role in the modern economic world. Banks collect
the savings of the individuals and lend them out to business-people and manufacturers.
Bank loans facilitate commerce.
Manufacturers borrow from banks the money needed for the purchase of raw materials
and to meet other requirements such as working capital. It is safe to keep money in banks.
Interest is also earned thereby. Thus, the desire to save is stimulated and the volume of
savings increases. The savings can be utilised to produce new capital assets.
The banks play an important role in the creation of capital formation in a country and
thus help the growth process.
Banks arrange for the sale of shares and debentures. Thus, business houses and
manufacturers can get fixed capital with the aid of banks. There are banks known as
industrial banks, which assist the formation of new companies and new industrial
enterprises and give long-term loans to manufacturers.
The banking system can create money. When business expands, more money is needed
for exchange transactions. The legal tender money of a country cannot usually be
expanded quickly. Bank money can be increased quickly and used when there is need of
more money. In a developing economy (like that of India) banks play an important part as
supplier of money.
The banking system facilitates internal and international trade. A large part of trade is
done on credit. Banks provide references and guarantees, on behalf of their customers, on
the basis of which sellers can supply goods on credit. This is particularly important in
international trade when the parties reside in different countries and are very often
unknown to one another.
Trade is also assisted by the grant of loans by discounting bills of exchange and in other
ways. Foreign exchange transactions (the exchange of one currency for another) are also
done through banks.
Finally, banks act as advisers, counsellors and agents of business and industrial
organisations. They help the development of trade and industry.

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1.6 ADVANTAGES OF BANK
Before modern banks were established, people would borrow money from local money
lenders, landlords, merchants or other wealthy individuals. These loans were given at
exorbitant interest rates that most people couldn’t afford to pay, in the process the
borrower would always remain in debt. It was a vicious cycle. Modern banks started
providing cheaper loans to the underprivileged section of the society, breaking the whole
expensive loans system.
a) AVAILABILITY OF CHEAP LOANS – Before modern banks were established,
people would borrow money from local money lenders, landlords, merchants or
other wealthy individuals. These loans were given at exorbitant interest rates that
most people couldn’t afford to pay, in the process the borrower would always
remain in debt. It was a vicious cycle. Modern banks started providing cheaper
loans to the underprivileged section of the society, breaking the whole expensive
loans system.
b) PROPELLANT OF ECONOMY- Banks create money with a system called credit
creation. With the help of credit creation, banks can lend a lot more money than
the deposits that it holds. When banks lend this money to agriculture, industries,
small businesses, and service providers, they are actually helping the economy
grow exponentially. This, in turn, creates employment and spending power.
Overall this one function of the bank is so powerful that the entire economy of any
country relies on it.
c) ECOMOMIES OF LARGE SCALE - An extremely important benefit of any bank
is its deep and wide reach through the branch banking system and the benefits of
large scale operations. The wider the bank can reach the better services it can
provide. Now a day’s banks provide services of net banking, card payments,
ATM, etc. at even the most far-fetched and backward areas. Due to these large
scale operations, the services have become extremely cheap, or sometimes even
free.

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d) DEVELOPMENT IN RURAL AREAS - Banks aid rural development in more than
one way. Firstly, the government makes it mandatory for the banks to lend to
specialized sectors such as agriculture, rural infrastructure, etc. This leads to the
development of modern infrastructure and methods in rural areas, thereby bringing
in growth. Secondly, with the banks opening their branches in the backward areas,
the rural population has benefits of modern bank facilities such as check-in
accounts, ATM, locker facility, etc. Furthermore, when a new bank branch opens
in a village, it needs facilities such as 24-hour electricity supply, internet
connection, new staff etc. This creates employment and the villagers can also
benefit from facilities of electricity and internet.
1.7 DISADVANTAGES OF BANK
a) CHANCES OF BANK GOING BANKRUP-The world economy goes through
turbulent times every few years. Events such as great depression of 1929, World
War I & II, dot com bubble of 2000, or great recession of 2008, etc. expose banks
to unnatural risks. During delicate periods, if all the people decide to withdraw
their money from the bank, all at once, the bank will become bankrupt. Due to the
function of credit creation, banks never have enough money to pay all its
customers at the same time. People, without a doubt, will lose their money if the
bank goes bankrupt.
b) RISK OF FRAUD AND ROBBERIES - The rise in internet banking has given rise
in cybercrime as well. Now more people are exposed to the risk of credit card
thefts, stolen passwords, net banking frauds, etc. There have been robberies where
robbers have stolen millions of dollars through the internet, without entering the
bank premises physically. With the rise in internet banking, there will be a more
innovative way for conmen and robbers to cheat people. This leaves the public
vulnerable. This also increases the expenses that banks have to incur to safeguard
their systems, which are eventually charged from the customers.

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1.8 ABOUT PUNJAB NATIONAL BANK
Punjab National Bank (PNB) is a Banking and Financial service bank owned
by Government of India. It’s headquarter is in New Delhi, India. The bank was founded
in May 19, 1894, the bank has over 115 million customers, 7,036 branches and
8,906 ATM. PNB has a banking subsidiary in the UK (PNB International Bank, with
seven branches in the UK) as well as branches in Hong Kong, Kowloon, Dubai,
and Kabul. On 30 August 2019,Finance Minister Nirmala Sitharaman announced that
the Oriental Bank of Commerce and United Bank of India would be merged with Punjab
National Bank. The proposed merger would make Punjab National Bank the second
largest public sector bank in the country with assets of 17.95 lakh crore and 11,437
branches. MD and CEO of United Bank, Ashok Kumar Pradhan, stated that the merged
entity would begin functioning from 1 April 2020 and would operate under a new name.
1.9 MODERN BANKING FACILITY
After Liberalization, Privatization and Globalization, there was a huge development taken
place in the Indian banking scenario. All Indian banks were forced to compete with world
banks that were permitted to open their branches in India. As a result, all banking
customers were offered multiple and model banking products which are different from
traditional and conventional banking system in India and these banking functions or
mostly based on information technology. Modern Banking Systems is a leading provider
of core banking software solutions for community banks. Our real-time core bank
processing solution gives you the flexibility and security to select and integrate features
that your customers want such as Internet, on-line, and mobile banking.

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1.10 Current situation of Punjab National Bank
The Financial Year 2019 was a year of reckoning for Punjab National Bank. Despite
numerous challenges, your Bank displayed resilience and overcame the adverse impact in
the most resolute manner. A series of measures and strategic initiatives were undertaken
in the Bank ranging from strengthening of systems, procedures and control measures to
realignment of business strategy. Efforts were also channelized towards improving
recovery, capital conservation and incorporating structural changes in the Bank.
Due to the swift action and strategy, your Bank could make a good progress and deliver
commendable operating performance. The highlight of the performance was addressing
of the key challenges, namely improvement in asset quality, improving the operating
profit and capital optimization without any adverse impact on its business. There has
been an improvement in the crucial performance parameters in FY’19. There has been
decline in Gross Non Performing Assets and Net Non-Performing Assets helped by
record Gross Recovery of more than Rs.20,000 crore in FY’19 as against the Recovery of
Rs.9666 crore during FY’18 and YOY increase of 26.2% in Bank’s Operating Profit to
Rs. 12995 crore.
The Bank’s Gross Domestic Business increased by over Rs 1 lakh crore during the
financial year to reach the landmark figure of Rs 11.45 lakh crore as at March’19
showing a YOY growth of 11.1%. While Gross Domestic Advances recorded YOY
growth of 14.1% to reach Rs. 4.91 lakh crore, Domestic Deposits at Rs. 6.54 lakh crore
grew YOY by 9.0%. The Bank’s CASA Deposits stood at Rs. 2.85 lakh crore and the
share of CASA to Domestic Deposits was at 43.51 %.
To summarize, Financial Year 2018-19 was indeed an eventful year for the Bank,
wherein we successfully left the adversity behind reflecting a clear triumph of self-belief
and trust of our customers and stakeholders. Bank’s performance has been recognized at
diverse prestigious platforms and your Bank was adjudged as the ‘Best Performing Bank’
amongst all Public Sector Banks and conferred with “EASE Reforms Excellency’ Award.
Besides, in terms of customer satisfaction ratings, your Bank has been ranked 2nd among
all Public Sector Banks in India in the recent Forbes magazine survey for assessing "The
World’s Best Banks 2019”

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1.11 FINANCIAL PERFORMANCE
Assets and Liabilities
Total Assets of the Bank increased YOY by 1.19% to Rs 7.75 Lakh crore as at 31st
March 2019 from Rs 7.65 Lakh crore as at 31st March 2018. During the period, the Net
Advances of the Bank increased by 5.65% to Rs 4.58 Lakh crore from Rs 4.34 Lakh
crore. Investment increased by 0.91 % to Rs. 2.01 Lakh crore from Rs 2.00 Lakh crore as
at 31st March 2018.
On the Liabilities side, Global Deposits rose by 5.26 % from Rs.6.42 Lakh crore to Rs
6.76 Lakh crore during this period. Borrowings declined YOY by 35.3% to Rs 39326
crore from Rs 60851 crore in March 2018.
Net Interest Income
Net Interest Income of your Bank increased YOY by 15% to Rs 17156 crore during
FY''19. While Interest Income grew 6.9% YOY to Rs.51310 crore, Interest Expenses
growth was contained at 3.3% to Rs.34154 crore.
Operating Profit
Operating Profit of your Bank grew by a robust 26.2% YOY during the FY to Rs 12995
crore. Core Operating Profit excluding gains from treasury operations grew YOY by
69.1% to Rs 11903 crore. Total Income of your Bank increased from Rs.56877 crore in
FY’18 to Rs 58688 crore during FY’19. Total Expenses declined from Rs.46582 crore in
FY’18 to Rs. 45692 crore in FY’19.
Net Profit/Loss
Bank has narrowed down its net loss to Rs 9975 crore in FY’19 against the loss of
Rs.12283 crore during FY’18. Total provision stood at Rs 22971 crore in FY’19
including a provision of Rs. 7167 crore towards the one off incident.
Provisions and Contingencies
During FY’19, your Bank has booked provision (other than tax) of Rs 28,341 crore
compared to Rs. 29,869 crore last year. Provision for NPA stood at Rs 24,435 crore in

23
FY’19. Provision Coverage Ratio of the Bank improved to a robust 74.50% as at Mar’19
from 58.42% in Mar’18.
1.12 ASSET QUALITY
Recovery of stressed assets continues to be one of the top priorities for the Bank. As a
result of focused efforts in this direction, Gross NPAs of the Bank declined to Rs. 78473
crore as at 31st March 2019 from Rs.86,620 crore in 31st March 2018. Similarly, Net
NPAs declined to Rs.30038 crore as on 31st March 2019 from Rs.48,684 crore in
Mar’18. In terms of ratios, Gross NPA ratio declined to 15.50% from 18.38% in Mar’18
and Net NPA ratio declined to 6.56% from 11.24% in Mar’18. Provision Coverage Ratio
(PCR) improved to 74.50% as on 31st March 2019 from 58.42% in 31st March 2018.
Besides, fresh advances have been made in better rated accounts to improve the asset
quality.
Initiatives taken to Improve Asset Quality during FY’19
- Stressed Assets Management Vertical (SAMV) was created for enhanced and timely
recovery through a dedicated, specialized and motivated team spread all across the
country.
- During FY’19, a new scheme was launched, namely “Special Scheme for One Time
Settlement for NPA accounts 2018” for accounts with balance outstanding up to Rs. 25
crore empowering various field level functionaries to accelerate recovery in this segment.
Under the said scheme, 53,255 OTS proposals were approved.
- A scheme for Recovery in Specifically Identified Accounts, was also launched from
05.12.2018 to 31.03.2019. The accounts identified for the scheme carried 100%
provision.
- A specialized online OTS portal was launched for real time monitoring of OTS
proposals and Specialized Asset Recovery Management Branches were created as part of
the vertical for management of NPA accounts with exposure more than Rs 50 Lakh.
- Bank also organized Mega Rin Mukti Shivirs for giving impetus to recovery especially
in small advances, to expedite the pace of settlement.
- Concept of “Recovery Champions” was introduced to felicitate the outstanding
performers in the field of recoveries in NPA accounts on monthly and yearly basis.

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- Bank also took initiative in identifying Willful Defaulters and notices were issued to
various borrowers who were found to have committed an act of Willful Default. As a
result, as on 31.03.2019, 1142 borrowers were declared as Willful Defaulters.
- Key Responsibility Areas (KRAs) were formalized for staff working in ARMBs,
recovery teams at CO/ZO level and in the 50 identified branches having large
concentration of NPAs.
- Recovery War room set up last year comprising of 5 senior officers is in operation for
constant and vigorous follow up with field staff on daily basis.
- Bank took another constructive initiative "Mission Gandhigiri" to put moral pressure on
the defaulters to payout/clear the dues. It included a peaceful dhama before the
Borrowers'' place.
- Bank has been running successfully e-Auction portal for sale of assets under
SARFAESI Provisions. It resulted in quick, hassle free and undisputed realization of sale
of securitized asset.
1.13 REGIONAL RURAL BANKS (RRBs)
At present, five RRBs are sponsored by the Bank which are operating in five States,
namely, Bihar, Haryana, Himachal Pradesh, Punjab and Uttar Pradesh covering
93 districts with a network of 2937 branches.
Total Business of PNB sponsored RRBs as on 31.03.2019 stood at Rs.91293 crore. Total
Deposits of RRBs were Rs.56546 crore and advances were Rs. 34747 crore as on
31.03.2019. All PNB Sponsored RRBs remained in Profit and combined Net Profit of
RRBs during the period ended Mar''19 stood at Rs. 185.96 crore. RRBs have
cumulatively opened 58,81,415 accounts under Pradhan Mantri Jan Dhan Yojana
(PMJDY) as on 31.03.19. RuPay ATM cards were issued to 37,18,902 account holders.

25
1.14 Financial Performance of RRBs as on 31.03.2019 (Un-audited)
(Amt. in Rs. Crore)
S.NO Performance of
RRBs
31st
Mar’18(Audited)
31st
Mar’19(Unaudited)
YoY
Growth
%
1 Aggregate Deposits 51843 56546 9.07
2 Aggregate Advances 31250 34746 11.19
3
Aggregate
Net Profit
246 186 -24.32
4 Branches under CBS 100% 100% -26.90
5
Profit per Employee
(Rs Lakh)
2.08 1.52
6
No. of Loss Making
Branches (being 12
month old or more)
160 72

26
1.15 Facility provided by commercial banks are
i. RTGS (Real Time Gross Settlement) - It is a system to transfer funds from one
bank to another bank on a ‘real time’ and ‘gross basis’. The settlement in ‘real
time’ means payment transaction is not subjected to any waiting period.
ii. NEFT (National Electronic Fund Transfer) - NEFT refers to an online system
for transferring funds from one financial institution to another within India. The
system was launched in November 2005. There is no minimum or maximum limit
for fund transfer in NEFT system.
iii. Bank Overdraft- Overdraft facility is widely used by the businessmen. They can
use more money than the credit amount in their account, and secondly, interest is
paid only on the amount actually withdrawn from the bank and not to the overdraft
limit allowed by the bank.
iv. ATM (Automated Teller Machine) - ATM is an electronic telecommunications
device that enables customers of financial institutions to perform financial
transactions, such as cash withdrawals, deposits, transfer funds, or obtaining
account information, at any time and without the need for direct interaction with
bank staff.
v. UPI (Unified Payments Interface) - Unified Payments Interface is an instant
real-time payment system developed by National Payments Corporation of India
facilitating inter-bank transactions.
vi. CTS (cheque Truncation system) - A cheque is a document that orders a bank to
pay a specific amount of money from a person's account to the person in whose
name the cheque has been issued.
vii. Aadhaar payment - Aadhaar Pay is a payment system which allows merchants to
collect payments from a customer using his Aadhaar number and biometric
authentication. The Aadhaar seeded account of the customer gets debited and
merchant account gets credited.
viii. IMPS - Immediate Payment Service is an instant payment inter-bank electronic
funds transfer system in India. IMPS offer an inter-bank electronic fund transfer
service through mobile phones.

27
1.16 CUSTOMER SATISFACTION
Now a days banking has changed because banking services are no more based on Brick
and mortar structure. Due to Continues growth of technology, increasing customer base,
evolution of alternate banking channels, has changed the way of banking services, so
hence the customer satisfaction. Banking is a customer oriented service industry and
customer satisfaction has become the most important aspect of any banking business due
to immense competition. Banks are more determined to retain their existing customers by
providing quality services leading to customer satisfaction. The concepts and
determinants of customer satisfaction has changed significantly as transition has taken
place from traditional to modern banking. This could be viewed by exploring the research
regarding customer satisfaction in banking industry.

28
1.17 LITTRATURE REVIEW
Parasuraman, ZeithmaI & Berry, 1988, Banks are providing new innovative
techniques of satisfying customers, such as online system and internet banking, telephone
and call center. The two important elements of banks which effect the overall satisfaction
of customers are competitiveness and ease. So in order to increase the efficiency of the
organization it is necessary to measuring the customer satisfaction
Khattak and Rehman, 2010, According to Khattak and Rehman (2010), the one of
essential factor of the strategy of any organization is the customer’s satisfactions because
customers are the ultimate source of company’s revenue. So customer satisfaction is
important for attracting the new customers and retaining the old ones.
From the last one and half decade, the banking industry is paying the attention towards
the satisfaction of customers. It is because of the high competition among the banking
sectors and mostly the marketing strategies of most of banks is the providing the
satisfaction to customers. So, due to this competitive strategies the ultimate customers
getting benefits
Ravichandran et al., 2010, the satisfaction of the customer especially in the service
business had a great importance because the satisfaction of the customer directly linked
with the customer loyalty or the repetition of using the services the modern banking has
provided
Kadir, Rahmani, & Masina, 2011, Customer satisfaction is much vital in internet based
companies. Good quality products and services are demanded by customers and if they
don’t get the desired services they can easily move away towards another option. All the
online businesses are compelled to isolate and focus customer’s need for their satisfaction
Lin, 2011, All the customers who are using electronic and wireless banking services for
their routine transaction may find modern banking according to their way of living and
preferences. Subsequently if all modern banking firms want to catch the attention and
retain customers, they must give importance and attention to the individual customer’s
way of living and his liking and disliking
Joseph M. et al 1999, Investigates role of technology on Australian banking sector and
300 customers were surveyed. The findings suggested that except from
convenience/accuracy and efficiency e banking services did not match with importance
rating specified by customers.

29
Naser, K Jamal. 2002, The study examined key drivers of customer satisfaction using
167 customers and it was found that core and relational performances had impact on
customer satisfaction and there was negative relationship between customer expertise and
customer satisfaction.
Aggarwal Navdeep and Gupta Mohit 2003, basically finds out the primary dimensions
and sub dimensions of service quality. Informal structured interviews are conducted with
branch managers and academicians to formulate a banking service quality model. The
study found out that service time and personal interactions are very important along with
ambience for service quality.
Kumbhar, Vijay 2011, It examined the relationship between the demographics and
customer satisfaction in internet banking, It also found out relationship between service
quality and customers’ satisfaction as well as satisfaction in internet banking service
provided by the public sector bank and private sector banks. The study found out that
overall satisfaction of employees, businessmen and professionals are higher in internet
banking service. Also it was found that there is significant difference in the customers’
perception in internet banking services provided by the public and privates sector banks.
H.Emari et al 2011, the main objective of this research was to determine the dimensions
of service quality in the banking industry of Iran. For this the study empirically examined
the European perspective (i.e. Gronroos’s model) suggesting that service quality consists
of three dimensions, technical, functional and image. The results from a banking service
sample revealed that the overall service quality is identified more by a consumer’s
perception of technical quality than functional quality.

30
Statement of Problem
In order to reach the set objectives and through the availability of literatures the
researcher stated the problems as customer’s Satisfaction towards Banking Services of
Punjab national bank in Patna Bihar.
Objective of study
The main purpose of this study is to evaluate customer satisfaction of banking service in
the Punjab national bank in Patna. On the basis of the statement of the problem the
following objectives were given.
 To examine the various services provided by Punjab national bank in Patna sum limited
area Gandhi Maidan, Buddha colony, Boring canal road.
 To study the level of customer satisfaction towards the services provided by the
Punjab national banks in Patna.

31
Research Methodology
Respondents were asked to give on different aspects of customer satisfaction towards the
services provided by Punjab national bank and the questionnaire was rated with the aid of
five scale subjects ranging between Excellent and No response. No response, poor,
Average, good, Excellent.
Sampling Techniques and Size
Sampling is a technique or method of selection of samples. Convenient sampling method
is used. The researcher has taken (60 Male and 40 Female) samples from customers of
Punjab national bank in Patna.
Method of data Collection
A descriptive research design was adopted for the study. It accounts for primary. Primary
source of data were collected from customers through structured interview schedule by
way of personal interview.

32
Tools Used
The primary data were analyzed with the help of SPSS and google form.
QUESTIONNAIRE
Definition: A Questionnaire is a structured form, either written or printed, consists
of a formalized set of question designed to collect information on some subject or
subjects from one or more respondents.
In other words, a data collection technique wherein the respondents are asked to
give answer to the series of question, written or verbal, about a pertinent topic is
called as a questionnaire.
Significance of the Study
It’s highly essential for banks to collect customer’s feedback on the banking services; this
would stand useful in enabling banks take positive steps to maintain a competitive edge
in today’s banking industry. Indeed, the bank’s overall efficiency in future will definitely
count on the self-evaluation of their performance.

33
Limitation of the Study
 The survey has been conducted only on 100 respondents (60 Males and 40 Females).
 The accuracy of the findings of study depends upon the correctness of the responses
provided by the respondents.
 Unwillingness of some respondents to provide information is another limitation.
 Findings of this study may be influenced by personal bias of the respondents.

34
Chapter – II
RESULT AND DISCUSSION

35
Result and discussion
Qualitative and Quantitative data were taken in a survey. SPSS (Statistical Package of
Social Science) and Google form has been used for this analysis, measure the input and
output of the respondent data. Statistical method has used to make comparison between
selected regions of the study area.

36
I. Gender of the respondents
The below table & below graph shows 23 respondents fall under the category of male
in boring road branch, 16 respondents fall under the category of male in boring road
branch, and 21 respondents fall under the category of male in Gandhi Maidan, 12
respondents fall under the category of female in Gandhi Maidan, 16 respondents fall
under the category of female in Buddha colony branch, 12 respondents fall under the
category of female in Gandhi Maidan. From the reading of the table 1 it is observable
that the men customers have shown very much interest towards the banking
transactions than their counter part.
Table 1: Distribution of Gender of the respondents
Total
MALE FEMALE
NAME OF BRANCH 0 0 0 0
Boring road 0 23 16 39
Buddha Colony branch 0 16 12 28
Gandhi Maidan 0 21 12 33
Total 0 60 40 100
Source: primary data
Fig. 1: Distribution of Gender of the respondents

37
II. Age respondents
The below table & below graph shows 18-30age group respondent in boring canal road
branch is 22, Buddha colony branch is 10, and Gandhi Maidan branch is 14, 30-45age
group respondent in boring canal road branch is 14, Buddha colony branch is 09 and
Gandhi Maidan branch is 15, 45-60age group respondent in boring road branch is 3,
Buddha colony branch is 9, and Gandhi Maidan branch is 4. Maximum number of
respondent age group 18-30.
Table 2: participants of age respondents
Total
18-30 30-45 45-60
NAME OF BRANCH 0 0 0 0 0
Boring road 0 22 14 3 39
Buddha Colony
branch
0 10 9 9 28
Gandhi Maidan 0 14 15 4 33
Total 0 46 38 16 100
Fig. 2: participants of age respondents

38
III. Occupation background
Among the occupational categories, 21 respondents are business, 27 are private
Sector, 19 are government sector, and 26 are student, 4 are house wife, 3
belonged to other categories.
Table 3: participants of occupation background
Total
PRIVATE
SECTOR
GOVERNME
NT SECTOR
BUSINE
SS
STUDE
NT
HOUS
E WIFE
other
A/c
NAME OF
BRANCH
0 0 0 0 0 0 0 0
Boring road 0 11 5 6 12 2 3 39
Buddha
Colony branch 0
8 9 7 3 1 0 28
Gandhi Maidan 0 8 5 8 11 1 0 33
Total 0 27 19 21 26 4 3 100
Fig. 3: participants of occupation background

39
IV. Account maintained by customer
The below table & below graph show Saving A/c holders are 57, Current A/c holders
are 4, others A/c are 2, saving A/c and current A/c holder are 23, saving A/c and other
A/c are 6, current A/c and others A/c are 4, and savings A/c, current A/c, others A/c
holders are 4. The majority numbers of respondent are savings A/c.
Fig. 4: Kinds of account maintained by customer
Table 4: Kinds of account maintained by customer
Total
Saving
A/c
Current
A/c
other
A/c
Saving
A/c,
Current
A/c
Saving
A/c,
other A/c
Current
A/c,
other A/c
Saving
A/c,
Current
A/c, other
A/c
NAME
OF
BRANC
H
0 0 0 0 0 0 0 0 0
Boring
road
0 30 0 2 7 0 0 0 39
Buddha
Colony
branch
0 12 0 0 10 2 2 2 28
Gandhi
Maidan
0 15 4 0 6 4 2 2 33

40
V. Facilities
The below table & below graph shows RTGS facility used by 30 respondents, NEFT
facility used by 29, ATMs facility used by 76, UPI facility used by 60, Cheque facility
used by 39, Aadhaar payment facility used by 7, IMPS facility used by 5 and others
facility used by 1. The majority number of respondent are used ATMs facility.
Table 5: Facilities used by respondents
Fig. 5: Facilities used by respondents
S.NO Service No. of respondent
1 RTGS 30
2 NEFT 29
3 ATM 76
4 UPI 60
5 Cheque 39
6 Aadhaar payment 07
7 IMPS 05
8 Other A/c 01
Total 247

41
VI. ATM facility
The below table & below graph shows that 54 respondents are facing problem
sometimes, 21 respondents are facing problem and 21 respondents are not facing
problem. and 4 respondents are not use the facility. The majority of respondents are
facing problem sometimes in boring road branch as comparing from another branch
more respondents are facing problem sometime.
Fig. 6: Faced any problem in ATM facility
Table 6: Faced any problem in ATM facility
Total
Yes NO sometime Yet not use
NAME OF BRANCH 0 0 0 0 0 0
Boring road 0 10 7 19 3 39
Buddha
Colony branch
0 4 5 18 1 28
Gandhi Maidan 0 7 9 17 0 33
Total 0 21 21 54 4 100

42
Fig. 7: Faced any problem in Cheque facility
VII. Cheque facility
The below table & below graph shows that 47 respondents are not facing Problem in cheque, 24
respondents are facing problem sometimes, 19 respondents are not yet used and 10 respondents
are facing Problem. The majority respondents are satisfy with this facility. In Gandhi Maidan
branch respondent are more facing problem as compare to other branches.
Table 7: Faced any problem in Cheque facility
Total
Yes No sometime Yet not use
NAME OF
BRANCH
0 0 0 0 0 0
Boring road 0 2 23 7 7 39
Buddha Colony
branch
0 2 13 8 5 28
Gandhi maidan 0 6 11 9 7 33
Total 0 10 47 24 19 100

43
VIII. RTGS facility
The below table & below graph shows that 38 respondents are not yet use this
facility, 31respondents are not facing Problem, 22 respondents are facing problem
sometimes, and 9 respondents are facing Problem. The majority respondents are
satisfy with this facility. In boring road branch respondent are more facing problem
as compare to other branches.
Table 8: Faced any problem in RTGS facility
Total
Yes No Sometime Yet not use
NAME OF
BRANCH
0 0 0 0 0 0
Boring road 0 5 13 3 18 39
Buddha Colony
Branch
0 2 11 8 7 28
Total 0 9 31 22 38 100
Fig. 8: Faced any problem in RTGS facility

44
IX. NEFT facility
The below table & below graph shows that 38 respondents are not facing problem,
34 respondents are not yet used this services, 21 respondents are facing problem
sometimes and 7 respondent are facing problem. The majority of respondents are
not facing problem and yet not use this facility. In Gandhi Maidan branch few
respondent are facing problem as compare to other branches.
Fig. 9: Faced any problem in NEFT facility
Table 9: Faced any problem in NEFT facility
Total
Yes No
sometim
e
Yet not
use
NAME OF BRANCH 0 0 0 0 0 0
Boring road 0 2 17 6 14 39
Buddha Colony
branch
0 2 12 7 7 28
Total 0 7 38 21 34 100

45
X. UPI facility
The below table & below graph shows that 35 respondent are not facing problem in
UPI, 28 respondents are facing problem sometime, 21 respondents are facing problem
in UPI, and 16 respondents are not yet used this facility. The majority respondents are
not facing problem in UPI facility. In boring road branch respondent are more facing
problem as compare to other branches.
Fig. 10: Faced any problem in UPI facility
Table 10: Faced any problem in UPI facility
Total
NAME OF
BRANCH
0 0 0 0 0 0
Boring road 0 12 9 11 7 39
Buddha Colony
branch
0 4 13 8 3 28
Total 0 21 35 28 16 100

46
XI. IMPS facility
The below table & below graph shows that 46 respondents are not yet used this
facility, 28 respondents are not facing problem, 21 respondent are facing problem
sometime and 5 respondents are facing problem. The majority of respondents are
not yet used this facility. In boring road branch and Buddha colony branch few
respondent are facing problem as compare to Gandhi Maidan branches.
Table 11: Faced any problem in IMPS facility
Total
Yes No Sometime Yet not use
NAME OF
BRANCH
0 0 0 0 0 0
Boring road 0 2 11 5 21 39
Buddha Colony
branch
0 2 7 9 10 28
Total 0 5 28 21 46 100
Fig. 11: Faced any problem in IMPS facility

47
XII. Online transaction facility
The below table & below graph shows that 24 respondents are facing problem
sometimes in online transaction and 29 are respondents not facing problem, 24
Respondents are facing problem, 19 are not yet used.
Sources: primary data
Fig. 12: Faced any problem in online transaction facility
Table 12: Faced any problem in online transaction facility
Total
NAME OF
BRANCH
0 0 0 0 0 0
Boring road 0 8 9 12 10 39
Buddha Colony
branch
0 3 9 8 8 28
Total 0 24 29 27 20 100

48
XIII. E-banking facility (ETF)
The below table & below graph shows that 65 respondents are satisfied with E-
banking services, 18 respondents are not yet used this facility, and 17 respondents
are not satisfies with E-banking services. In boring road branch respondent are
more facing problem as compare to other branches.
Sources: primary data
Fig. 13: Faced any problem in E-banking facility (ETF)
Table 13: Faced any problem in E-banking facility (ETF)
Total
Yes No Yet not use
Buddha Colony
branch
0 3 9 8 28
Total 0 24 29 20 100

49
XIV. Customer’s Issue
The below table & below graph shows that 57 respondents bank respond at
complaints, 26 respondents bank are delay in response, 17 respondent bank
delayed in response. The majority numbers of respondents are satisfied with bank
respond to customer complaint.
Table 14: Bank Awareness in Solving Customers Issue
Total
Yes No
delay in
response
Buddha Colony
branch
0 15 5 8 28
Total 0 57 17 26 100
Fig. 14: Bank Awareness in Solving Customers Issue

50
The research paper is about to the check the customer satisfaction towards the
use of modern banking. The satisfaction of the customer especially in the service
business had a great importance because the satisfaction of the customer directly
linked with the customer loyalty or the repetition of using the services the modern
banking has provided. The major factors of the research are awareness, and trust,
ease of use, responsiveness and reliability which shows the relationship between
the customer satisfaction and the modern banking services.
The responsiveness has moderate relationship with the customer satisfaction. The
customer is preferred that the bank staff will be responsive enough to provide
accurately and consistent services and on time.

51
Chapter – III
CONCLUSION AND SUGGESTION

52
CONCLUSION
Banking sector plays an important role in the economic development in India.
Banking is still under evolutionary stage as it is adopting new technologies to
further facilitate the customer convenience in the secured environment.
Technological banking is becoming popular amongst customers who are
familiar with the technology upgradation but it is gradually spreading to mass
especially at urban and metropolitan cities. These banks are providing the
basic services through technological banking viz account enquiry, details of
last five transactions and statement of accounts, etc. they have the basic
infrastructure to offer the art of services through technological banking. The
findings of the study stresses upon the importance of the Modern facility
provided by bank like ATM, UPI, IMPS, Cheque, NEFT, RTGS, Internet Banking,
Mobile Banking., etc. and From the reading it is observable that the men
customers have shown very much interest towards the banking transactions than
their counter part, maximum number of respondent are young adult, the majority
respondents have saving account, maximum respondents are satisfied with this
facilities. But still there is a need to have more innovation solution so that the
challenges can be availed efficiently by the bank.

53
SUGGESTION
 From the brief study about the project the suggestion to renew the service of net
banking is to update the method & techniques with proper guidance.
 To enhance speed in accessing the transactional activity.
 Make use of the technology much easier.
 A banker has to arrange facility to solve their problem by themselves through
online itself.
 Internet banking there should not be time limit for transferring amount from the
account to the beneficiaries.
 To give proper attention towards the customer problem.

54
References
[1]Denis, D. J., & Mihov, V. T. (2003). The choice among bank debt, non-bank private debt, and
public debt: evidence from new corporate borrowings. Journal of financial Economics, 70(1), 3-
28.
[2] Golden, S. A. R. (2014). Customer Preference Towards Innovative Banking Practices
Available In State Bank Of India At Palayamkottai. Sankhya International Journal Of
Management And Technology, 3(11 (A)), 31-33.
[3] Golden, S. A. R. (2015). Regional Imbalance affecting quality of e-banking services with
special reference to Tuticorin District-An Analysis. International Journal of Research, 2(3), 788-
798.
[4] Golden, S. A. R., & Regi, S. B. (2015). Satisfaction of Customers towards User Friendly
Technological Services offered by Public and Private Sector banks at Palayamkottai, Tirunelveli
District. International Journal of Research, 2(3), 775-787.
[5] Golden, S. A. R., Regi, S. B., & Franco, C. E. (2014). A study on Impact of Information
Technology (IT) in Modern Banking Sector. Golden Research Thoughts, 3 (11), 1, 4.
[6] Mengi, P. (2009). Customer satisfaction with service quality: An empirical study of public
and private sector banks. IUP Journal of Management Research, 8(9), 7.
[7] Regi, S. B. Challenges Faced by the Select Urban Public Sector Bank Customer’s While
Using ATM/Debit Card–A Descriptive Analysis. In International conference on Recent
Innovations in Engineering and Technology (p. 1). EduPedia Publications (P) Ltd.
[8] Regi, S. B., & Golden, S. A. R. (2014). A Study On Attitude Of Employee Towards Working
Environment With Special Reference To RR Pvt Ltd. Review Of Research, 2 (2), 1, 5.

55
APPENDIX
QUESTIONNAIRE
Name
Branch name –
Age group
a) 18-30 b) 30-45 c) 45 - 60 d) 60- above
Gender
a) Male b) Female c) other
Occupations
a) Business b) Private sector c) Government sector
d) Student e) House wife f) other
1. Which kind of account do you maintain in this banks?
a) Saving a/c
b) Current a/c
c) Others
2. Which type of service mostly do you use
a) RTGS(Real-Time Gross Settlement)
b) NEFT(National Electronic Funds Transfer)
c) Atm’s
d) UPI (Unified Payment Interface)
e) Cheque
f) Aadhaar payment
g) IMPS(Immediate Payment Service)
h) Others
3. Have you ever faced any problem in Atm’s
a) Yes
b) No

56
4. Have you ever faced any problem in cheque
a) Yes
b) No
5. Have you ever faced any problem in RTGS(Real-Time Gross Settlement)
a) Yes
b) No
6. Have you ever faced any problem in NEFT(National Electronic Funds
Transfer)
a) Yes
b) No
7. Have you ever faced any problem in UPI(Unified Payment Interface)
a) Yes
b) No
8. Have you ever faced any problem in Aadhaar payment facility
a) Yes
b) No
9. Have you ever faced any problem in IMPS(Immediate Payment Service)
a) Yes
b) No
10.Have you ever faced any problem during online transactions
a) Yes
b) No
11.Are you satisfied with using of e-banking
a) Yes
b) No

57
12.Does your bank respond to customer complaints
a) Yes
b) No
c) Delay in response
13.Give your suggestion to improve the banking services
Please rank the banking facility given below
Facility Excellent Good Average Poor No response
NEFT
ATM
RTGS
UPI
IMPS
CTS
Aadhaar
payment
Signature
Date

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