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Consumer perception on KCC Bank Guided By: Monika Sharma (Astt. Prof) Presented By: Anvi Sharma

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Consumer perception on KCC Bank

Guided By:

Monika Sharma

(Astt. Prof) Presented By:

Anvi Sharma

13MBA1027

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Company Background• The Kangra central Cooperative Bank Ltd. started in a very humble way as

a small credit society in March 1960 .

• In June 1995 it was granted a license to carry out the banking business by

the Reserve Bank of India.

• KCC Bank Ltd. is a co- operative bank and its main emphasis is on

agricultural co-operative societies.

• KCCB Dharamshala was registered on 18-03-1920. It was established to

facilitates the operations of the primary co-operative societies, affiliated

with it by raising resources and acting as a balancing centre.

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Company profile• Leading co-operative bank in North- INDIA.• Head office situated in Dharmshala.

• Name Designation

Mr. Jadish Sepahia Chairman

Mr. Karan Singh Pathania Vice- Chairman

Mr. C. paulrasu Managing Director

• Bank has tie- ups with Axis, HDFC and ICICI Bank and also with Maruti Udyog Ltd.

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Project Description• The main purpose of this project work is to analyze the customer

relationship management services provided by the KCC bank and to check

the level of satisfaction, towards this service, among the customers

• A questionnaire was chosen as a data gathering tool because given the

time and cost restraints, this proved to be the most effective method. Each

of us verbally administered the questionnaire to the customers and

recorded the responses.

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OBJECTIVES To study the customers perception about KCC Bank. To measure the awareness level of people regarding direct

banking channels, products offered by KCC bank. To study brand image of the bank. To find the different way of convincing customers.  To determine the need and purpose of a personal banker

 

 

 

 

 

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RESEARCH METHODOLOGY SECONDARY DATA: It was collected from internal sources. The secondary data was collected on the basis of

organizational file, official records, news papers, magazines, management books, preserved information in the

company’s database and website of the company.

PRIMARY DATA: All the people from different profession were personally visited and interviewed. They were the

main source of Primary data. The method of collection of primary data was direct personal interview through a

structured questionnaire.

SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary to take sample from

the universe to know about its characteristics.

Sampling Units: Different professionals. Chartered Accountants, Tax Consultants, Lawyers, Business Man,

Professionals and Students of Kangra.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.

SAMPLE SIZE: My sample size for this project was 50 respondents. Since it was not possible to cover the whole

universe in the available time period, it was necessary for me to take a sample size of 50 respondents.

 

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Data analysis and interpretation Q1. From which bank you are having your bank account?

Category No. of Respondents Percentage

KCC Bank 17 34

Others 33 66

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Category No. of Respondents Percentage

Efficient service 24 48

Convenient location 14 28Acquaintance 8 16

Others 4 8

Q2. Why you want to open an account in bank ?

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Category No. of Respondents Percentage

Yes 12 24

No 21 42

No Idea 17 34

Q3. Do you want to open an account with KCC bank?

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Category No. of

Respondents

Percentage

Lucrative 24 48

Not Lucrative 21 42

No Idea 5 10

Q4. What is your perception about different products/services provided by KCC bank?

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Category No. of Respondents Percentage

Yes 32 64

No 18 36

Q5. Are you aware that the KCC bank provides you free phone banking & net banking services.

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Q6. Do you think that KCC bank provides innovative products and superior services?

RESPONSE NO. OF

RESPONDENTS

%AGE

A. Strongly agree

18 36%

B. Agree 15 30%

C. Strongly

disagree

10 20%

D. Disagree 7 14%TOTAL 50 100 %

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Q7. If you get opportunity in future would you like to be attached with KCC bank ?

Category No. of Respondents Percentage

Definitely 20 40

Probably 15 30

Probably not 10 20

Not sure 5 10

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Findings1. KCC bank should improve their promotional area through different media like T.V, Radio, Print

media etc.

2. Maximum of the customers are dissatisfied with the behavior of employees. From my findings I found that this behavior of employees is due to the daily routine workload from which they got stressed.

3. With the changing trend people becoming financial literate by which the demand for banking sector is increasing.

4. It is found that people have more faith in public sector bank then private bank.

5. People are not much aware about the various products of the bank.

6. Customers choose KCC Bank because of simple procedure and the low interest rates.

7. Most of the customers were satisfied with the overall services of the bank and today’s scenario they recommend to choose KCC Bank.

8. Bank has to employ more employees to get reduce their workload among them.

9. Company should open more branches in different cities.

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Recommendation to the company Finally some recommendations for the company are as follows:-

 

• To make people aware about the benefit of becoming a customer of KCC Bank, following activities of advertisement should be done through

 

• 1. Print Media. 2. Hoarding & Banners.

• 3. Stalls in Trade Fares 4. Distribution of leaflets containing details information.

 

• Other facilities must be provided to the customer:

• The bank should provide life time valid ATM card to all its customers.

• Make people understand about the various benefits of its products.

• Company should organize the program in the society, so that people will be aware about the company and different products of the bank.

• Company should open more branches in different cities.

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Learning from the project

This project work helped me to apply theoretical knowledge into practical aspects

on collected data.

I realized how teamwork, goal orientation and managing interpersonal relationships

are integral part of professional life.

The process of bank related transaction, bank related various terms, work

environment of KCC Bank.

Different techniques of dealing with the customers.

How to deal and communicate with those customers who are from rural areas.

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Conclusion

Through this project, it could be concluded that people are not much aware

about the various products of the bank and many of them not interested to

open an account, to invest money at all. Professionals and businessman are

more attracted towards the products and services provided by the KCC bank

as compare to people in services and students. Services was considered as

unsought good which require hard core selling, but in changing trend in

income and people becoming financially literate, the demand for banking

sector is increasing day by day.

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