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PRESENTATION
ON
CUSTOMER SATISFACTION TOWARD KCC
BANK
 Company name = kangra central co-operative bank
 Establishment = 1960
 Key people = Jagdish Sapehia(chairman), Rakhil
kahlon (MD)
 Website = www.kccb.in
COMPANY PROFILE
Introduction
Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm,
its products, or its services exceeds specified satisfaction goals.
In this training we collect the data from customer . More than 80% of
the customers were satisfied with location and condition of the Bank
and more than 50% were satisfied with the process of disbursement,
but maximum of the customers were dissatisfied with the behavior of
the employees, they give suggestions to that the KCC Bank employees
should change and improve their behavior towards their customers,
from my findings.
 RESEARCH DESIGN :-The research has been conducted on the
customer of kcc bank.
 SAMPLING TECHNIQUE :-Simple random sampling
 SAMPLE SIZE :- 50 respondents
 SECONDARY DATA:- Collection from the bank documents
and official record
 STATISTICAL TOOLS USED FOR ANALYSIS:-
 Pie chart
 Percentage method
 To find out the number of people preferring KCC Bank.
 To find out why people prefer KCC Bank.
 To find out satisfactory level of customer regarding services
of kcc bank.
 To analysis the opinion of customer regarding kcc bank.
In today competitive environment where corporate are constantly searching for ways to keep a float
and sustain the market share, they have to find newer and better ways to satisfy the customer
needs. To run any organization successfully the management needs to think always for the
betterment of their service and product, every time there is a chance of improvement in the
functioning of every organization specially when we talk about the banking sector in past there was
very less or no competition in the market and the banks has no pressure to provide better facilities
to the people but in the recent years the competition is increased due to the entry of the private
banks and other money lending units. Considering this the state KCC bank need to be more careful
and needs to take such steps which favor them to stay ahead in the market. This has always been
the motto of KCC Banks and in order to achieve this, I was entrusted in doing a Consumer
satisfaction regarding the services of KCC Bank.
 All the respondents having an account in KCC bank.
 The percentage of the saving accounts in the bank was more than fixed deposit
accounts.
 Most of the customers likes the loan schemes of the bank.
 The majority of the customers are satisfied with the services provided by the bank.
 40% of the customers of the KCC Bank are having their own business.
 The percentage of the customer giving their preference for computerized banking is
high.
 From the research it is concluded that the popularity of the KCC Bank Ltd is
increasing.
FINDING
SUGGESTIONS:-
1) Customer’s satisfaction must be the top priority of the bank.
2) Proper posting of the staff should be done.
3) Training of the employees should be there to meet the needs
of the time.
4) Communication gap within the bank and with the head-office
should be reduced.
5) The bank should adopt the modern methods of banking like
internet Banking, credit cards, ATM, etc
 The project was undertaken to analyze the CUSTOMER STATISFACTION
TOWARD KCC BANK. The study concludes that KCC Bank, which was established
for mainly for the service of rural sector, was almost on the line to its goal.
 But now this bank had developed so much in public sector and makes a good position.
 But there was shortage of staff in some of the KCC banks. Earlier the banking system
was manual which was affecting the business and customer services but now the
computerized system was started which makes the work of the organization easier.
Summer training report  kcc bank

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Summer training report kcc bank

  • 2.  Company name = kangra central co-operative bank  Establishment = 1960  Key people = Jagdish Sapehia(chairman), Rakhil kahlon (MD)  Website = www.kccb.in COMPANY PROFILE
  • 3. Introduction Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals. In this training we collect the data from customer . More than 80% of the customers were satisfied with location and condition of the Bank and more than 50% were satisfied with the process of disbursement, but maximum of the customers were dissatisfied with the behavior of the employees, they give suggestions to that the KCC Bank employees should change and improve their behavior towards their customers, from my findings.
  • 4.  RESEARCH DESIGN :-The research has been conducted on the customer of kcc bank.  SAMPLING TECHNIQUE :-Simple random sampling  SAMPLE SIZE :- 50 respondents
  • 5.  SECONDARY DATA:- Collection from the bank documents and official record  STATISTICAL TOOLS USED FOR ANALYSIS:-  Pie chart  Percentage method
  • 6.  To find out the number of people preferring KCC Bank.  To find out why people prefer KCC Bank.  To find out satisfactory level of customer regarding services of kcc bank.  To analysis the opinion of customer regarding kcc bank.
  • 7. In today competitive environment where corporate are constantly searching for ways to keep a float and sustain the market share, they have to find newer and better ways to satisfy the customer needs. To run any organization successfully the management needs to think always for the betterment of their service and product, every time there is a chance of improvement in the functioning of every organization specially when we talk about the banking sector in past there was very less or no competition in the market and the banks has no pressure to provide better facilities to the people but in the recent years the competition is increased due to the entry of the private banks and other money lending units. Considering this the state KCC bank need to be more careful and needs to take such steps which favor them to stay ahead in the market. This has always been the motto of KCC Banks and in order to achieve this, I was entrusted in doing a Consumer satisfaction regarding the services of KCC Bank.
  • 8.  All the respondents having an account in KCC bank.  The percentage of the saving accounts in the bank was more than fixed deposit accounts.  Most of the customers likes the loan schemes of the bank.  The majority of the customers are satisfied with the services provided by the bank.  40% of the customers of the KCC Bank are having their own business.  The percentage of the customer giving their preference for computerized banking is high.  From the research it is concluded that the popularity of the KCC Bank Ltd is increasing. FINDING
  • 9. SUGGESTIONS:- 1) Customer’s satisfaction must be the top priority of the bank. 2) Proper posting of the staff should be done. 3) Training of the employees should be there to meet the needs of the time. 4) Communication gap within the bank and with the head-office should be reduced. 5) The bank should adopt the modern methods of banking like internet Banking, credit cards, ATM, etc
  • 10.  The project was undertaken to analyze the CUSTOMER STATISFACTION TOWARD KCC BANK. The study concludes that KCC Bank, which was established for mainly for the service of rural sector, was almost on the line to its goal.  But now this bank had developed so much in public sector and makes a good position.  But there was shortage of staff in some of the KCC banks. Earlier the banking system was manual which was affecting the business and customer services but now the computerized system was started which makes the work of the organization easier.