LIST OF ABBREVATION USED
SBOP: State Bank of Patiala
IRDA: Insurance Regulatory Development Authority
UTI: Unit Trust of India
SAMF: Sum Assured Multiplier Factor
DHCB: Daily Hospital Cash Benefits
ICUB: Intensive Care Unit Benefits
MSME: Micro Small Medium Enterprises
NBHC: National Bulk Handling Corporation Ltd
ACABCs: Agri Clinics and Agri Business
KGC: Kisan Gold Card
SGSY: Swaranjayanti Gram Swarojgar Yojana
FLCCs: Financial Literacy Credit Counseling Centre
WAP : Wireless Application Protocol
SCB: State Cooperative Banks
SLDB: State Land Development Banks
UCB: Urban Cooperative Banks
CCB: Central Cooperative Banks
CLDB: Central Land Development Banks
PACS: Primary Agricultural Credit Societies
PLDB: Primary Land Development Banks
RRB: Regional Rural Banks
Cop: Cooperative
1
PSADB: Punjab State Agricultural Development Bank
PSCB: Punjab State Cooperative Bank
PADB: Primary Cooperative Agricultural Development Bank
A/c: Account
PAN: Permanent Account Number
HUF: Joint Hindu Family
FDR: Fixed Deposit Receipt
SB: Savings
RCC: Revolving Cash Credit
NFS: Non Farming Sector
CASS: Cooperative Agricultural Savings Societies
A. LIST OF FIGURES
Page No.
STRUCTURE OF INDIAN BANKING 8
STRUCTURE OF COOPERATIVE BANKING 41
B. LIST OF TABLES
Page No.
PERFORMANCE HIGHLIGHTS 2011-2012 9
PERFORMANCE OF LAST 5 YEARS
BOARD OF DIRECTORS
TOP MANAGEMENT
FLCC CENTRES
10-11
11-12
12-13
22-23
2
CORE BANKING SOLUTIONS: VALUE ADDED SERVICES
DEPOSIT AND INTEREST SCHEMES INTEREST RATES
25-27
27-28
DIFFERENT LOAN SCHEMES OF STATE BANK OF PATIALA 28-39
DEPOSIT AND LOAN RATE OF INTEREST COOPERATIVE BANKS 45
LEVEL OF PREFERENCE 62
C. LIST OF GRAPHS
Page No.
6.1 DEMOGRAPHIC ANALYSIS BASED ON OCCUPATION 50
6.2 TYPE OF ACCOUNT 51
6.3 CUSTOMERS WHO HAVE TAKEN LOAN FROM THE BANK 52
6.4 INFORMATION SOURCE OF SCHEMES AND SERVICES OF BANK 53
6.5 RATE OF INTEREST PREFERRED 54
6.6 APPRECIATION FOR BEING A GOOD CUSTOMER 55
6.7 FUTURE PREFERABLE BANK (A) (B) 56-57
6.8 MOTIVATIONAL FACTORS 58
6.9 INFLUENCE OF IMAGE OR BRAND OF THE BANK 59
6.10 ESSENTIALITY OF COMPUTERIZED BANKING 60
6.11 CUSTOMER DIFFER IN PERCEPTION FOR A GOVT. & PRIVATE BANK 61
3
EXECUTIVE SUMMARY
The report contains introduction to Banks, which includes past, present and future of
banks and challenges for banking industry in future. Banks plays the most important role in
providing various banking services. Earlier the banks were engaged in accepting and lending
money. But in the recent past the scope of services provided by the banks has increased. The
growing competition requires prompt and efficient services to the customers at reasonable cost.
These days bank aim to provide maximum satisfaction to their customers. Next Part contains
bank profile, Bank profile shows the Bank status, Mission and Vision of STATE BANK OF
PATIALA. The main purpose of this Bank was to cater the rapidly developing financial services
sector. The Bank mainly deals in Deposits and Loans. This part also contains the Bank profile of
CENTRAL COOPERATIVE BANK, because the project is about the comparison of the
customer perception of the State Bank of Patiala and Cooperative Bank. Next Chapter is about
the Research Methodology, which includes justification about the topic selected, the objective of
the study, Scope of the study and sources of information (primary as well as secondary). It also
includes various limitations during the course of the project. Next part of this report is about the
data interpretations and its findings. Next are the Recommendations, the various proposals that
the Cooperative bank could apply for maintaining its position in the region and to face future
challenges and the suggestions for the improvement. Then there are the limitations and the
conclusion of the study.
4
CHAPTER I
INTRODUCTION TO BANKING SECTOR
A Bank is a financial institution licensed by a government. Its primary activities include
borrowing and lending money. Many other financial activities were allowed over time. For
example banks are important players in financial markets and offer financial services such as
investment funds. The level of government regulation of the banking industry varies widely, with
countries
TYPES OF BANKS
Banks' activities can be divided into:-
Retail banking, dealing directly with individuals and small businesses;
Business banking, providing services to mid-market business; corporate banking, directed at
large business entities;
Private banking, providing wealth management services to high net worth individuals and
families;
Investment banking, is relating to activities on the financial markets. Most banks are profit-
making, private enterprises. However, some are owned by government, or are non-profit
organizations.
Central banks are normally government-owned and charged with quasi-regulatory
responsibilities, such as supervising commercial banks, or controlling the cash interest rate. They
generally provide liquidity to the banking system and act as the lender of last resort in event of a
crisis.
5
IMPORTANCE OF A BANK
SAFETY OF MONEY:
The money with the bank remains in safe custody there is always risk in keeping cash with
one’s own self. It may be lost or stolen. Businessman likes to keep money with a bank to
avoid risks of money the customer need not keep large some of money.
IT CULTIVATES HABIT OF SAVING:
Banks cultivates the habit of saving in the Bank on the one hand are safe and on the other
earned interest for the depositor who prompted to safe and deposit money in their banks
accounts.
FINANCIAL HELP TO CUSTOMER:
Banks allows overdraft facilities to their customer so whenever a customer needs money he
can even withdraw more money then the balance in his account. Bank also grants loans and
credit facilities to their customers.
SAFE CUSTODY OF VALUABLE ARTICLES :
Valuable articles deals security etc. can also be deposited in the bank for safe custody. Safe
deposit vaults are provided by bank storing for these valuables.
OTHER INFORMATION:
By opening an account with a bank, the customers may also take advantages of various other
services providing by the banks, such a purchase and sale of securities, travelers cheque etc.
BANKING IN INDIA
Without having sound and effective banking system India cannot have healthy economy.
The banking system of India should not only be hassle free but it should be able to meet new
challenges posed by the technology and any other external and internal factors. Banking in India
originated in the last decades of the 18th century. The first banks were The General Bank of
India, which started in 1786, and Bank of Hindustan, which started in 1770; both are now
defunct. The oldest bank in existence in India is the State Bank of India, which originated in the
6
Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal. This was
one of the three presidency banks, the other two being the Bank of Bombay and the Bank of
Madras, all three of which were established under charters from the British East India Company.
For many years the Presidency banks acted as quasi-central banks, as did their successors. The
three banks merged in 1921 to form the Imperial Bank of India, which, upon India's
independence, became the State Bank of India in 1955.The oldest bank in existence in India is
the State Bank of India, a government-owned bank that traces its origins back to June 1806 and
that is the largest commercial bank in the country. Central banking is the responsibility of the
Reserve Bank of India, which in 1935 formally took over these responsibilities from the then
Imperial Bank of India, relegating it to commercial banking functions. After India's
independence in 1947, the Reserve Bank was nationalized and given broader powers. In 1969 the
government nationalized the 14 largest commercial banks; the government nationalized the six
next largest in 1980.
Currently, India has 293 scheduled commercial banks (SCBs) - 27 public sector banks
(that is with the Government of India holding a stake), 30 private banks (these do not have
government stake; they may be publicly listed and traded on stock exchanges) and 40 foreign
banks.
The oldest bank in existence in India is the State Bank of India, which originated in the
Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal. This was
one of the three presidency banks, the other two being the Bank of Bombay and the Bank of
Madras, all three of which were established under charters from the British East India Company.
For many years the Presidency banks acted as quasi-central banks, as did their successors. The
three banks merged in 1925 to form the Imperial Bank of India, which, upon India's
independence, became the State Bank of India
7
RESERVE BANK OF INDIA (RBI)
SCHEDULED BANKS IN INDIA
COMMERCIAL BANKS COOPERATIVE BANKS
REGIONAL RURAL BANKS (196)
PRIVATE SECTOR BANKS (30)
PUBLIC SECTOR BANKS (27)
FOREIGN BANKS (40)
NEW (8)
OLD (22)
NATONALIZED BANKS (19)
SBI AND ASSOCIATE BANKS (8)
URBAN COOPERATIVES (52)
STATE COOPERATIVES (16)
STRUCTURE OF INDIAN BANKING
8
CHAPTER II
INTRODUCTION TO STATE BANK OF PATIALA
An Associate Bank of the State Bank of India, State Bank of Patiala (SBP) was established in
1917 by Late His Highness Bhupinder Singh, the Maharaja of erstwhile Patiala state. SBP started
its operations from one branch called 'Chowk Fort', in Patiala. During the time of the
establishment, the state owned Bank was known as Patiala State Bank. It was set up for the
purpose of promoting the growth of agriculture, trade and industry.
Patiala State Bank was renamed State Bank of Patiala on 1 April 1960, when it became a
wholly owned undertaking of the Government of Punjab. On that day, SBP became a subsidiary
of the State Bank of India (SBI). Since it was renamed, SBP has grown significantly in terms of
its size and the volume of business. It is now one of the prominent Banks of India. Another
milestone in the history of SBP was the computerization of all its branches on 24 January 2003.
With this development, the Bank became India's first fully computerized Public Sector Bank.
The bank is principally engaged in the provision of commercial and retail banking services to the
individuals and business customers. The bank offers a range of services to the including personal
banking, agriculture and rural banking.
PERFORMANCE HIGHLIGHTS FOR 2011-12
Total Business crossed Rs. 1,43,500 crores.
Operating Profit is Rs.1762.90 crore (growth 0.21%).
The Capital Adequacy Ratio under Basel-II is 12.30%.
NIM is 3.13% .
Provisioning Coverage Ratio is 67.90%.
Bank’s Credit-Deposit Ratio stood at 81.03 %.
Book value of Rs.100 per share improved from Rs.1389 to Rs 1622.
Cost of Deposit is 7.26%.
9
PERFORMANCE FOR THE LAST 5 YEARS
Particulars 2007-08 2008-09 2009-10 2010-11 2011-12
Total Income 4905.94 6435.69 6649.71 7233.65 8872.13
Total Expenditure
including provisions4492.21 5904.15 6098.82 6580.69 8075.69
Net Profit 413.73 531.54 550.89 652.96 796.45
Earning per share of
Rs.100 each (Rs.)1672 193* 200** 221.53 270.21
Return on Average Assets
(%)0.83 0.83 0.79 0.88 0.93
Return on Equity (%) 15.27 16.96 14.70 15.94 16.66
Yield on Advances (%) 10.53 11.32 10.75 10.58 11.93
Cost of Deposits 7.31 7.89 6.82 5.99 7.26
Paid up Capital &
Reserve & Surplus2709 3134 3747 4095 4781
Deposits 48570.54 60006.18 64551.94 68066.05 79416.60
Advances (including
Bills)36400.04 43634.12 46347.23 51433.20 62934.49
Total Assets/Liabilities 59060.04 69665.44 76076.97 81286.25 98498.20
Number of Branches 798 846 886 1008 1055
Capital Adequacy
Ratio(%) Basel-I
Basel-II
12.50
13.56
11.44
12.60
12.45
13.26
12.25
13.41
10.79
12.30
Net NPAs (%) 0.60 0.60 1.04 1.21 1.35
Business per Branch 106.48 122.51 125.17 119.35 136.07
10
* Bank raised its capital from Rs.24.75 crores to Rs.274.75 crores.
** Bank raised its capital from Rs.274.75 crores to Rs.294.75 crores.
BOARD OF DIRECTORS
Shri Pratip Chaudhuri,
Chairman,
State Bank of India,
Corporate Centre,
MUMBAI.
Shri Achal Kumar Gupta,
Managing Director,
State Bank of Patiala, ,
Head Office,
The Mall,
PATIALA 147001.
Shri Shyamal Acharya,
Dy. Managing Director & Group
Executive,
(Associates & Subsidiaries)
State Bank of India ,
Corporate Centre,
Mumbai 400021.
Shri Vijay Chugh,
Chief General Manager,
Department of Payment & Settlement
Systems,
Reserve Bank of India,
14th Floor,
Central Office Building,
Shaheed Bhagat Singh Marg,
MUMBAI 400001.
Shri A.K. Deb,
Chief General Manager
(Associates & Subsidiaries),
State Bank of India,
Corporate Centre,
MUMBAI 400021.
Shri Srikant Hota,
Dy. General Manager,
(Associates & Subsidiaries),
State Bank of India,
Corporate Centre,
MUMBAI 400021.
Shri Verjinder Kumar Gupta, Shri Arun Kumar Agarwal,
11
261, Dalima Vihar,
RAJPURA 140401
B-142, Shivalik,
Malviya Nagar,
New Delhi 110017.
Shri Jagdish Sharma,
Workmen Director,
State Bank of Patiala,
Shastri Bhawan Branch,
NEW DELHI
Shri Swarn Singh Boparai,
House No. 67,
Sector 9 A,
CHANDIGARH.
Shri Ashwani Kumar Gupta,
85, Green Park,
Cool Road,
JALANDHAR CITY
Shri Meher Singh Azad,
Under Secretary,
Government of India,
Department of Financial Services,
Ministry of Finance,
Jeevan Deep Building,
Sansad Marg,
NEW DELHI 110001.
Dr. Abhijit Mukherjee,
Director,
Thapar University,
Patiala
Shri Chaman Lal Singla
Non - Workmen Director,
State Bank of Patiala,
Head Office,
Patiala.
TOP MANAGEMENT
Shri. Achal Kumar Gupta
Managing Director
Fax: 0175 2214311
Shri. A.K.BASU
Chief General Manager (Corporate
Shri. S.Vijaykumar
Chief General Manager (National
12
Banking)
Phone: 0175-2214425
Fax: 0175-2214303
Banking)
Phone: 0175-2209400
Fax: 0175-2301226
Shri. J C DAS
General Manager (Planning & New
Business)
Phone: 0175-2225378
Fax: 0175-2200416
General Manager (Treasury &
Inspection)
Phone: 0175-2214680
Fax: 0175-2215490
Shri. PUKHRAJ KANTHER
General Manager (HR & CDO)
Phone: 0175-2304943
Fax: 0175-2213266
Shri. V.SRINIVASAN
General Manager ( Commercial
Banking)
Phone: 0175-2214323
Fax: 0175 -2215503
General Manager (Vig)
Phone: 0175-2214709, 0175-2220105
Fax: 2301923
Shri. JOSEPH PHILIP
GENERAL MANAGER (Tech .,
Risk & Outreach)
Phone: 0175-2303078
Fax: 0175-2220317
Shri. RAVI JHA
General Manager (Operations)
Phone: 0175 - 2300501
Fax: 0175-2304501
Branches And ATM Services
13
The business of State Bank of Patiala has grown manifold since its establishment. Recent
records say that State Bank of Patiala is networked by its 830 service outlets. There are as many
as 750 branches of SBP, spread across the major cities of India, out of which, the majority of
branches are located in its home State, Haryana, Himachal Pradesh, Rajasthan, Jammu &
Kashmir, Delhi and Chandigarh. The Bank provides easy access to money to its customers
through its ATMs spread over 16 states of India.
STATE BANK SERVICES:
State Bank of Patiala offers various types of services to its clients. SBP shares its ATM
network with other State Bank group members, so this means that the bank's customers have
access to the more than 7000 State Bank Group ATMs across the country. Some of the services
offered by the bank consist of:
NRI Services
Govt. Business
Personal Banking
Internet Banking
MSME & Corporate Banking
Agriculture & Rural Banking
RELATED PRODUCTS & SERVICES
Our Bank offers other fruitful products like Life Insurance, Mutual Fund Investments, General
14
Insurance and Credit Cards under tie up arrangements with various companies as under:-
Sr. No. Tie-Up Company Type of Product
1 SBI Life Insurance Co. Ltd. All types of Life Insurance products
2 SBI Mutual Fund, UTI MF, Franklin
Templeton MFMutual Fund Products
3 United India Insurance Co. Ltd. Non-Life Insurance Products
4 SBI Cards & Payment Services Ltd.
(SBICPSL)Credit Card Products
A. SBI Life Insurance Products* :- SBI Life Insurance products are of two types:-
1. Group Products
a. Group Swadhan Insurance: - This is a simple insurance product available for all account
holders of our bank in the age group of 18 to 50 years at a very affordable premium. Under the
scheme Sum Assured for ` 50,000, ` 1 lac, `3 lac & ` 5 lac is available.
b. RiNnRaksha Scheme: - This scheme covers the House, Vehicle, Education & Personal Loan
borrowers of the bank. In unfortunate event of death the loan outstanding amount (according to
EMI Schedule) is adjusted with the claim received from SBI Life Insurance Co.
2. Individual Products: - These products can be sold by the Certified Insurance
Felicitators(CIF, a staff member specifically trained, as per IRDA norms, for sale of individual
insurance products).At present the main products for sale are :-
Saral Shied
It is an individual without profit pure term insurance plan. Minimum age: 18 years Max Entry
age: 60 years Maturity/vesting age: 65 years Min. term 5 years, Minimum Sum Assured
Rs.7.50 Lacs/Maximum Rs. 24.00 Lacs, Riders: Preferred Term/Accidental Death
Benefit/Accidental Total Permanent Disability is also available.
15
Smart Shield
It is an individual without profit pure term insurance plan. Minimum age: 18 years Max Entry
age: 65 years Maturity/vesting age: 70 years Min. term 5 years, Minimum Sum Assured-
Rs.25.00Lacs/Maximum-no limit, Riders: Preferred Term/Accidental Death Benefit/Accidental
Total P
ermanent Disability is also available
Smart Money Back
It is an individual endowment assurance product with money back plan where in case
policyholder is alive at specific durations (end of policy years).During the policy term, a fixed
% of the basic sum assured is paid to him as survival benefit in fixed number of installments.
Minimum Age: 14 years Max Entry Age: 58 years Maturity/vesting age: 70 years, Term
12/15/20/25 years.
Subh Nivesh
It is an individual participating traditional savings cum whole life endowment plan primarily
designed as savings vehicle with protection along with income generation and wealth
transformation. It is a regular premium plan for a term varies from 5 to 30 years with a
minimum annual premium payment of Rs. 6000.00 per annum and minimum/maximum entry
age is 18/60 years.
Smart Wealth
It is an individual Unit Link single premium insurance product. This product provides the
policyholders two types of investment return, namely Guaranteed Return and Market Linked
Return. Minimum Term 10 years, Minimum Premium Amount Rs.50000
Flexi Smart Insurance
It is an individual, non-linked traditional life insurance cum saving plan with guaranteed
interest rate of 2.50%p.a. for the entire policy term. This product provides the flexibilities to
policy holders to choose option of premium holiday during the policy term, increase or
16
decrease the Sum Assured (SA), SA multiplier factor (SAMF),boost investment through Top-
ups. Minimum Age: 8 years Max. Entry age: 60 Years, Maturity/Vesting Age: 70 Years,
Premium term: 10 to 20 years, Premium Mode: Regular Premium.
Hospital Cash
It is an Individual/Non- unit–linked/Health Plan which provides daily cash benefit to cover
hospitalization expenses due to sickness/accident. In the product 3 types of benefit is available:
-
(a) Daily Hospital Cash Benefit (DHCB) – this benefit is payable in the event of
hospitalization (other than ICU) of the Life Assured for a continuous period of more than 24
hours of hospitalization
(b) Intensive Care Unit Benefit (ICU) – This benefit is payable in the event of hospitalization
in an ICU of the Life Assured for a continuous period of more than 24 hours of hospitalization.
(c) Family Care Benefit – if in case, members covered under the same policy are hospitalized
simultaneously due to same ailment or due to same event of accident for at least 5consecutive
days, then an additional lump sum equivalent to Rs.10000
Minimum age: 1 years Max Entry age: 65 years Maturity/vesting age: 75 years Min. term 3
years (Fixed) Max Term 3 years (Fixed) Premium Mode: Regular Premium
Smart Horizon
It is a unit-linked product with an option of both active fund management and/or passive fund
management with the feature of Automatic Asset Allocation. The customer can also choose a
mix between Passive & Active fund management. minimum and maximum annual premium
under yearly premium mode of Rs. 24,000/- & Rs 74,000/- respectively. The policy term is of
10 years and any term between 15 years and 30 years.
Smart Pension
It is a ULIP pension product with minimum single premium mode of Rs. 50,000/-and no
maximum limit of premium. It has 4 fixed policy terms: 10/15/20/25 years. The minimum &
maximum entry age is 30 years and 65 years respectively Minimum Term 10 years, Maturity
Benefit: 1/3rd of commutable, 2/3rd Annuity (compulsory), Death Benefit, Fund Value.
17
Smart Scholar
It is a unit-linked non-participating product for securing the future needs of the child. The risk
cover is on the life of the proposer who is the life assured. The nominee at the point of sale
must be a child whose interest the policyholder wants to protect. Entry Age for child- 0 to17
years, for parents 18 to 57 years.Maturity/Vesting Age 65 years, Minimum Term 8 years,
Maximum Term 25 years, Guaranteed Addition available from 8th Policy year 1% x (Average
fund value over the 1st day of the last 24 policy months).
Smart Elite
It is an individual unit-linked product designed mainly for preferred (HNI) customer. It offers
Limited Premium paying Term and Single Premium payment option. Minimum Entry 18 years,
Max Entry age: 60 years, Maturity/Vesting Age 65 years, Minimum Term 5 years, Maximum
Term 20 years.
B. Mutual Fund Investments :- The main products are as under :-
1. SBI Gold Fund
2. SBI Magnum Tax Gain
3. SBI Magnum Emerging Business
4. Magnum FMCG
5. Magnum Global
6. Franklin India Blue Chip
7. Franklin India Tax Shield
8. Franklin India Prima Plus
9. UTI Opportunities
10. UTI Dividend Yield
C. General Insurance Business: -
1. Insurance Cover of buildings, Machinery, Goods, Vehicles etc. can be got from our branches
through United India Insurance Co. Ltd.
18
2. Our account holders can have accidental insurance cover of ` 2.5 lacs at annual premium of `
50 only and cover of ` 5 lacs (with PAN Card) at ` 98 only
D. SBI Credit Cards :-
1. Our bank is only sourcing the applications for SBI Credit Cards. The credit decision
regarding the approval or otherwise of the applications sourced would vest with SBICPSL.
2. This product is available at selected centres approved SBI Credit Cards.
PERSONAL BANKING
Deposits Advances
Suraksha Saving Bank Account
Suraksha Plus Saving Bank Account
Account Opening Form for
Individuals
Minimum Balance Requirements
Savings Bank Rules
No Frills Savings Bank Accounts
Corporate Salary Package Money
Multiplier SB A/c
SBP - Tax Saving Term Deposit
SB Star Account
SB Sanjeevan
SBP - Home Loan
SBP - Reality
SBP - Rent
SBP - Car Loan ( For New Vehicles)
SBP - Car Loan ( For Used Vehicles)
SBP Gyan Joyti - Education Loan
Scheme
SBP - Loan For Earnest Money
SBP - Loan to Pensioners
SBP - Two Wheeler Loan
Personal Segment Advances: SBP
Career Loan
SBP - Gram Niwas-Scheme For
Financing Rural Housing
SBP - Personal Loan Against
Equitable Mortgage of Immovable
Property
SBP - Personal Loan
SBP - Reverse Mortgage
19
SBP - Education Loan Scheme for
Vocational education and training
SBP - Gold Loan
SBP - Scholar Scheme
SBP - Maxgain Home Loan
Other Schemes
Avail ASBA
1% Interest Subvention Scheme
EWS Scheme
ISHUP
Gold Banking Scheme
AGRICULTURE & RURAL BANKING
1. Finance against warehouse receipt issued by National Bulk Handling Corporation Ltd.
(NBHC)
2. Loans granted under tie-up arrangement with Milkfed Punjab & Haryana Dairy
Development Corporation Ltd., Haryana.
3. Establishment of dairy unit of 02 milch animals under schedule caste sub plan in the state
of Punjab.
4. Finance to Farmers under KIisan Card and Golden Card Schemes.
5. Financing Commercial Dairy units
6. Indirect loans given through Primary Agricultural Cooperative Society (PACS)/ Farmer
Service Society (FSS)/ Large sized Adivasi/Agricultural Multipurpose Society (LAMPS)
7. Loans to self help Groups
8. Tractor Loans
20
Agriculture Schemes
Financial Literacy Credit Counseling Centre
AGRICULTURE SCHEMES
Agricultural Debt Waiver and Debt Relief Scheme, 2008
Malwa Gramin Bank
Model Scheme for financing Net House for Vegetable Cultivation
Produce Marketing Loan Scheme
SBP-Patiala Bank Kisan Card (PBKC) Scheme
Scheme for Construction Renovation Expansion of Rural Godowns
Scheme for Financing Commercial Dairy
Scheme for Financing Commission Agents
Scheme for Financing Farmers for Purchase of Land for Agricuture Purpose
Scheme for Financing of Agri Clinics and Agri Business Centres (ACABCs)
Scheme for Financing under SBP - Kisan Gold Card (KGC)
Scheme for Financing Warehouse Receipts issued by NBHC Ltd
Swaranjayanti Gram Swarojgar Yojana (SGSY)
FINANCIAL LITERACY CREDIT COUNSELING CENTRE
State Bank of Patiala has established FLCCs as per Reserve Bank of India Model Scheme on
FLCCs at seven centers in Punjab, Patiala Fatehgarh Sahib. Muktsar, Sangrur, Mansa,
Bathinda and Barnala. These centers have been opened to:
Provide financial counseling services through personal interaction as well as through
media like e-mail, fax, mobile etc.
Provide Education on responsible borrowing, offering debt counseling to individuals
who are indebted to formal and/or informal financial sector.
Educate the people in rural and urban areas with regard to various financia products and
services available from financial sector.
Make the people aware of the advantages of being connected with the formal financial
21
sector.
the centre provides free financial literacy; educa tion and credit couselling including on debt
restructuring to non customers/customers of any bank.
S.No. Name of FLCC Address of the
FLCC Centre
Name of the Counsellor
Contact NO. and e-mail
adddress
1. FLCC, Patiala
(Punjab)
S.C.O.36,
New Grain Market,
Patiala
PIN 147001
Sh. Bhagwant Singh,
Mobile:9815380809
Tel: 175-2358543
e-
mail:[email protected]
2. FLCC, Fatehgarh
Sahib
(Punjab)
Opposite Civil
Hospital
Fatehgarh Sahib
PIN-140406
Sh. Sukhdev Singh
Tiwana
Mobile: 9463598373
Tel:01763-232298
e-
mail:[email protected]
3. FLCC Muktsar Ist floor, Lead Bank
Office,
New Gramin Market,
Muktsar
PIN-152026
Sh. A.N.Garg,
Mobile: 9815378102
Tel: 01633-262060
e-
mail:[email protected]
4. FLCC Sangrur Inside Distt.
Agricultural Office
complex
Sangrur
Sh. C.S.Musafir
Mobile 7696606051
Tel: 01672-231577
e-
22
PIN- 148001 mail:[email protected]
5. FLCC Mansa Mini Sectt.
D.C.Complex,
Mansa
Sh. S.S.Sidhu
Mobile:9876023224
Tel:01652-227063
e-mail:flccmansa@
gmail.com
6. FLCC Bathinda Kiker Bazar
Bathidna
Sh. O.P.Gupta
Mobile: 9918116765
Tel 0164-2238445
e-
mail:[email protected]
7. FLCC Barnala Vikas Bhawan
BDPO Office
Barnala - PIN-
148101
Sh. N.K.Kapoor
Mobile:9814567023
Tel: 01679230226
GOVERNMENT BUSINESS
Pay Taxes through our Branches
Government Accounts
Centralised Pension Processing Center (CPPC)
(FAQ) Centralised Pension Processing Center
Public Provident Fund
Senior Citizens Savings Scheme
Government Business Authorised Branches
New Pension Scheme / Swavalamban
State Bank Freedom - Mobile Banking Services
Highlights Of This Service
IMPORTANT NOTICE
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Away from home, bills can be paid or money sent to the loved ones or balance enquiries done
anytime 24x7!!! That is what State Bank FreedoM offers -convenience, simple, secure,
anytime and anywhere banking.
Mobile Banking Service over Application/ Wireless Application Protocol (WAP)
The service is available on java enabled mobile phones over SMS/ GPRS where the user is
required to download the application on to the mobile handset. The service can also be availed
via WAP on both java and non java phones with GPRS connection.
The following functionalities are available in the application based service/ WAP:
Funds transfer (within and outside the bank –using NEFT)
Enquiry services (Balance enquiry/ Mini statement)
Bill Payment (Utility bills, credit cards, Insurance premium payments) Donations,
Subscriptions
M Commerce (Mobile Top Up, Top up of Tatasky, BigTV, SunDirect, DishTV connections
and receive recharge pins for DigitalTV/Videocon d2h, Merchant payment, SBI life insurance
premium)
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Business Rules governing Mobile Banking Service over Application / WAP
The Mobile Banking Service will be available to all the customers having Current/ Savings
Bank Account(Personal segment). The customers will have to register for the services.
Daily transaction limits for fund transfer/ bill/ merchant payment is Rs.50,000/- per
customer with an overall calendar month limit of Rs.2,50,000.00
The service will be carrier-agnostic i.e. all customers can avail the mobile banking
service with the Bank irrespective of the service provider for their mobiles.
The service is free of charge. However, the cost of SMS / GPRS connectivity will have
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to be borne by the customer.
CORE BANKING SOLUTIONS: VALUE ADDED SERVICES
CORE POWER AND MULTICITY CHEQUES
CORE POWER : PERSONAL SEGMENT
S.No. P-SEGMENT (INCLUDING AGRI.)
1. TRANSFER OF FUNDS
Transfer of funds by debiting Savings Bank/Current Account from home branch to
any other account (self or third party) at another branch, for same day credit
At home centre.
For such local transfers : No ceiling and no charges.
Non-home centre :
Upto Rs.20000.00 : No charges Above RS.20000.00 : RS.20.00 per
transaction.
2. DEPOSIT OF CASH
Deposit of cash, by the customer or by the third party, for same day credit to the deposit/loan
account from a non-home branch up to
Maximum Ceiling : Rs.20000.00
Charges : NIL
3.
COLLECTION OF CHEQUES/ INSTRUMENTS
For same day credit to the account in respect of cheques/ instruments.
a) Deposited at the home branch and drawn on other branches at home centre.
- No charges will be levied on such credits irrespective of the amount.
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b) Deposited at home branch and drawn on our branches at non-home centre.
c) Deposited at our non-home branch and drawn on our home/other branches
For b) and c) above :
- Upto Rs.20000 : No
Charges
- Above Rs.20000 Rs.20
per transaction
4 COLLECTION OF CHEQUE
Deposit of cheques/instruments at any outstation branch (for credit to the account at home
branch) which are drawn on at that outstation centre on
a) Our branches
b) On other banks’ branches.
On clearance, proceeds of such cheques/instruments will be credited to the customer’s
account at the home branch..
Upto Rs.20000.00 No Charge
Above Rs.20000.00 Rs.20 per transaction
To be recovered from the clearing proceeds.
As tendering of such cheques/instruments will be done mostly through “Drop Boxes”,
acceptance of these transactions will be based upon the account number/information
provided in the pay-in-slip/Cheque.
5 ENCASHMENT OF CHEQUES
Encashment of SB/CA cheques by the account holder at any branch.
Such encashments can be for
a) Cash withdrawl
b) For transfer the proceeds to any other SB/CA account (self or third party) at another
26
branch.
c) For issuances of Drafts/Banker’s Cheque/TT
Encashment of cheques as above upto
Rs.20000/- : No Charges
Above Rs.20000/- Transactions will be allowed only through Multicity cheque(s).
In case of ©, normal charges of issuance of drafts/ Banker cheque (s) issuance / TT issuance
will charged additionally @ Rs.2.50 per Rs.1000/- (Min. Rs.25/- Max. Rs.10000/-) For
remittance by cash deposit above Rs.10000/- Rs.20/- extra will be charged).
DEPOSIT ACCOUNTS RATE OF INTEREST (1.7.2012)
NATURE RATE OF INTEREST MINIMUM BALANCE
NORMAL SENIOR
CITIZEN
Rural Semi
Urban
Urban
ACCOUNT
1. Savings Bank A/c w.e.f. 03.05.2011
A. Domestic
a. with cheque book
facility
4.00 4.00 500 1000 1000
b. without cheque book
facility
4.00 4.00 250 500 500
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c. No Frills Account 4.00 4.00 0 0 0
B. Non-Resident
a. NRO 4.00 4.00 Same as domestic deposits
b. NRE 4.00 4.00
2. Term Deposit
A. Domestic Rate of Interest (w.e.f. 01.07.2012)
Term Deposits (All maturities) Below Rs.1 Corer
7 to 14 days 7.00#
15 to 45 days 7.00
46 to 90 days 7.00
91 days to 180 days 8.00
181 days to < 1 year 8.25
1 year to 554 days 9.25
555 days 9.50
556 days to 2 year 9.00
> 2 year to 998 days 9.00
999 days 9.00
1000 days to 3 year 9.00
3 year to 5 year 9.00
5 year to 8 year 9.00
8 year to 10 year 9.00
RATES OF INTEREST OF LOANS
RATE OF INTEREST (w.e.f. 17.08.2011) PROCESSING
CHARGES
LOANS
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1. Housing Loan Upto Rs
30 Lac
More than
Rs.30 Lac
to 75 lac
Above
Rs. 75 lac
Above
Rs. Lac
Floating
Category (w.e.f.
21.05.2012)
10.75% 10.75% 11.50% 0.25% Max. 20,
000/-
Fixed Category
Upto 10 years 12.75% 12.75% - 0.25% Max. 20,
000/-
2. Personal
Loan scheme
17.25% - - - 1.10%
3. Vehicle Loan
a) Two Wheeler
Loans
16.75% - - - 1.10%
b) Three Wheel
Loans
N.A.
c) Car Loan Upto 3
yrs
>3 to 5 yrs. > 5 to 7 yrs
For New Cars 11.25% 11.25% 11.25% - 0.50%
For Old Cars 17.00% 17.25% 17.25% - 0.50%
4. Educational
Loans
Upto Rs. 7.50 lakhs Rs.7.50 lakhs upto 20
lakhs
13.50% 13.00%
Different Deposit And Loan Schemes Offered By The Bank
The Bank is offering various schemes of deposit and loans .These can be studied under the two
different headings separately as following.
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I. Different Types Of Deposit Accounts
1. Saving Bank A/c
A Saving Bank A/c can be opened with an initial deposit of Rs.500/- without Cheque Book
facility and Rs.1000/-with Cheque Book facility.
Eligible categories to open SB A/c:
1. Any individuals
2. Joint A/c with others in the form of 'either or Survivor', 'Former or Survivor', and 'joint' etc.
3. Joint Hindu family (HUF)
4. Coop Societies, Clubs, Societies, Associations etc.
The intending customer should visit the bank to fill in A/c opening forms with complete
particulars such as parentage, occupation, address, latest two passport size photographs,
residence such as copies of Voter card, Passport, Telephone/Electricity bill etc. and PAN or form
No.60. The accounts are required to be introduced properly by the existing account holder of the
bank or any person known to the bank. Only 30 withdrawals are allowed per half year for a
saving Bank A/c exceeding which service charges are levied by the bank.
A minimum balance of Rs.500/- (without Cheque Book) and Rs.1000/- (with Cheque Book)
has to be maintained in the account, otherwise services charges are levied on monthly Basis.
At the time of opening the account, pass book is issued to the customer, which needs to be
accompanied every time when payment is drawn through a withdrawals form. Maximum limit of
withdrawal form is Rs.2000/- with passbook. Nomination facility is also in these accounts. A
depositor or depositors can nominate one Person only.
2. Current A/c
A Current A/c can be opened with the initial deposit of Rs.5000/-. It can be opened in the
name of individual, a Sole Proprietary Concern partnership firm, club, Religious Institution,
Association Govt. / Semi Govt. Dept., Local Bodies. As usual, all prospective applicants need to
fill in the Account opening forms wherein following documents are required to be attached:
1. Sole Proprietary Concern - Declaration of Sole Proprietorship
2. Partnership firm - Partnership Deed duly attested
30
3. Clubs, Schools, Societies, Association.
4. 1. Certificate of Registration
2. Copy of Bye Laws.
3. Memorandum of Association, if any.
4. Resolution of Board of Directors.
5. Limited Companies, Pvt. Ltd. Companies
6. Trusts
1. Instrument or Document of Trust
2. Resolution
3. Certification of registration.
All Current A/c need to be introduced properly from another current account A/c holder
only. Staff members are not allowed to introduce a Current A/c.
A minimum balance of Rs.5000/- has to be maintained.
Recent Passport size photographs of the operator/s need to be affixed on the AOF. All
payment is made by Cheques only. There is no restriction on the number of withdrawals unlike
that in SB A/c Pass Book is issued at the time of opening of account. Statement of account can
also be got issued.
3. Recurring Deposit A/c
A Recurring Deposit A/c can be opened with a certain initial deposit wherein a Depositor
needs to deposit money by way of monthly installments over stipulated period. The period may
be 2, 24, 36, 48, 60 month etc. On the expiry of the period, the accumulated amount along with
interest is paid in lump sum. All individuals, jointly with others minors, blind/illiterate person
etc. can open the A/c. Rate of interest on Recurring Deposits for various periods will be the rate
applicable on term deposit for that period.
Minimum monthly installment of the A/c is Rs.100/-
Maximum period is 10 years.
The intending customer should fill in A/c opening form with complete particulars such as
parentage, occupation, address etc. Two passport size photographs are required to be affixed
along with furnishing of residence proof such as copies of ration card, Voter card, Passport,
Telephone/Electricity bill etc. and PAN or Form No.60. The account is required to be introduce
31
properly by the existing A/c holder of the bank of any person know to the bank. On the expiry of
the stipulated period, accumulated amount is paid to the customer.
4. Term Deposit A/c
Term Deposit is a deposit received by the bank for a specific fixed period which is withdraw able
after expiry of said period.
Eligible categories to open Term Deposit A/c
Individual
Joint A/c with other in the form of Either or Survivor , Former or Survivor, any one or
survivor jointly etc.
Minors
Illiterate persons
Blind person
Joint Hindu Family (HUF)
Coop. Dept, Clubs, Societies, Associations etc.
The intending customer should fill A/c opening form with complete particulars such as
parentage, occupation, address etc. Two passport size photographs are required to be affixed
along with furnishing of residence proof such as copies of Voter Card, Passport, Telephone/
Electricity bill etc and PAN or Form No.60. The account is required to be introduced properly by
the existing A/c holder of the bank or any person known to the bank. A minimum of Rs.1000/-
can be placed in a term deposit. Minimum & maximum period for which the amount is place in a
term deposit are fixed by the bank from time to time.
In a fixed deposit A/c, it usually ranges from 7 days to 120 months whereas in Long Term
Deposit, The minimum period is 12 months. Rate of interest is fixed by the bank from time to
time, keeping in view the market trends. Interest on Fixed Deposit can be fixed quarterly, half
yearly or yearly etc. But in Long term deposit it is cumulative with quarterly rests with the
result that is paid only on maturity. After opening the account in Computer, FDR is issued to the
customer.
A TDS is to be deducted at source as per Income Tax Act. The mode of operation should be
clearly mentioned while opening the A/c. Term deposit A/c can also be opened with Cheques
32
drawn on the same branch or other banks. After getting proper discharge on the back side of the
FDR from the depositor payment can be made on due date. For payment before due date, The
FDR has to be discharged on the back side by all the operators. FDRs can be renewed on due
date by mentioning the period for which they are to be renewed on the back side. TDS is
deducted if interest is Rs.10000/- and more in a financial year prohibition for payment in cash –
The payment of FDR is prohibited to be made in each if the amount of the FDR along with
interest exceeds Rs.20,000/- . So usually the payment of FDR should be made either by way of
Bank Draft/ Pay order or through an a/c.
5. Saving Bank-No frill A/c
The No Frill A/c can be opened by any person without furnishing any resident proof or any
proper introduction. The A/c Can be opened with a minimum amount of Rs.10 /- only. In such
accounts, the Balance should not exceed Rs.50000/- otherwise, it will become an ordinary SB
A/c. No cheque book is allowed to be issued to the customer. The condition of maintaining any
minimum balance in this A/c is waived off.
LOANS SCHEMES OF STATE BANK OF PATIALA
SBP- HOME LOAN
Puspose To purchase or construct a newfold house/flat.
To repair/renovate/extend/alter an existing house.
Eligibility criteria Age over 21 year and repaid up to the age of 70 year
Loan to value ratio Upto rs. 20 lacs :- 90%
Above Rs. 20 lacs :- 80%
Repayment 25 years under floating interst rate option
10 years under fixed interst rate option
Interst rate per
annum
Upto Rs.30 lacs :- 10.75%
Rs.30 lacs to Rs. 75 lacs :-10.75%
33
Above Rs. 75 lacs :- 11.50%
Pre –payment/pre
closure penalty No pre-payment / pre-closure penalty for all Home Loans
Loan available At all branches of state bank of patiala
SBP-RENT
Puspose Finance against assignment of future rentals to owners of
residential buildings / commercial property to meet business
needs and/or other genuine personal needs of the owners
(lessors) but shall not be for any speculative purpose
whatsoever.
Eligibility criteria Owners of residential buildings and commercial properties
situated in Metro and Urban areas, which are to be rented or
already rented to PSU’s / MNCs / Banks / large & medium
size Corporates with External credit rating (ECR) of not
below BBB (Investment grade).
Loan quantum
Lowest of
i).60% of value of the property mortgaged (as per latest
valuation report of the Bank’s approved valuer) OR
ii).Maximum permissible under the scheme OR
iii).60% of (total rent receivable for the residual current lease
period or loan period, whichever is lower minus total of
advance deposit, estimated amount of property tax, service
tax, TDS and other statutory dues for the period)
Min. Rs.1 lacs.
Max. Rs.1 crore for non-corporates and Rs.5 crores for
34
corporates.
Repayment EMI shall be for the same frequency at which rent is
received & installment shall be front ended i.e. shall be
recovered at beginning of the period.
Pre –payment/pre
closure penalty
1% of the loan amount prepaid
Processing charges
2% of loan amount. Maximum Rs. 1,00,000/-
SBP- CAR LOAN ( FOR NEW VEHICLES)
Puspose For purchase of new passenger cars/jeeps/multi utility vehicles
(MUVs)
and SUVs)
Eligibility criteria Age: 21 to 65 years. However the loan should be repaid upto
70 years
Loan to value ratio No ceiling of loan amount.
Maximum loan amount to be 30 times the net monthly income
/ 2.5 times the net annual income.
The income of spouse, father, mother, brother and sister can
be
included provided he / she guarantees the loan.
Repayment The loan to be repaid in suitable monthly/quarterly
installments within a period of 7 years.
Interst rate per
annum
11.25%
margin 15% of the road price of the vehicle.
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SBP- LOAN TO PENSIONERS
Puspose
To meet personal expenses.
Eligibility criteria
All Central, State Govt, Defence and
SBP-Pensioners/family pensioners whose pension accounts
are maintained by our branches.
Loan to value ratio
A maximum of 12 months net pension with a ceiling of
Rs.3,00,000/- For family pensioners 9 months net pension
with the ceiling amount is Rs.1,50,000/-
Subject to EMI / NMI ratio not to exceed 40% in any case.
Repayment
Up to the age of 65 yrs = 48 M Maximum
>65 yrs to 70 yrs = 36 M Maximum
>70 yrs to 72 yrs = 24 M Maximum
Loan avialble
All branches maintaining pension accounts.
The loan to be given by the branch paying the pension.
SBP- LOAN FOR EARNEST MONEY
Puspose
To finance applicants for earnest money for booking of
36
residential plots/built up houses to be sold by Govt. housing
agencies such as Urban Development Authorities like
HUDA/PUDA and State/UT Housing Boards etc.
Eligibility criteria
Individuals above 21 years of age with a steady source of
income with capacity of repayment.
Loan amount
100% of applicable money, subject to maximum of Rs. 10
Lacs
Repayment
In case of unsuccessful applicants:
On receipt of refund from the concerned authority.
In case of successful applicants:
Lumsum repayment of the loan.
If the applicant avails regular housing loan from us for
constructions on the plot allotted or for purchase of plot
under SBP-Realty, the loan may be paid in lump sum out of
the proceeds of the SBP-Housing / Realty loan.
Interst rate per
annum 4.50% above Base Rate (Base Rate is 10.50% w.e.f.
17.08.2011)
Processing fee
0.50% of the loan amount minimum Rs. 100/-
Loan available At all branches of state bank of patiala
SBP GYAN JOYTI – EDUCATION LOAN SCHEME
Puspose To provide financial assistance to deserving and meritorious
student for Pursuing higher studies in India or abroad.
37
Eligibility criteria
Should be an Indian.National Secured admission to
professional/ technical courses through Entrance Test/
Selection process secured admission to foreign
university/Institution
Loan amount
Need based finance subject to repaying capacity of
the parents/students with margin and the following
ceilings.
Studies in India – Max Rs.10 lacs
Studies abroad – Max. Rs.20 lacs.
Repayment After completion of mortatorium period . loan should be
repaid in 5-7 years
Interst rate per
annum 4.50% above Base Rate (Base Rate is 10.50% w.e.f.
17.08.2011)
Processing fee
0.50% of the loan amount minimum Rs. 100/-
Loan available At all branches of state bank of Patiala
SBP-PERSONAL LOAN
Puspose General-purpose loan for individuals for meeting their
38
varying needs.
Minimum
Monthly
Income
Rs. 6000/- per month for employees/ pensioners and
Rs. 60000/- p.a. for professionals and self employed
individuals as per latest income tax return.
Loan limit
Rs.25000 to Rs. 7.50 lacs
Repayment
Up to 60 months in equated monthly instalments
Interst rate per
annum 17.25%
Processing fee
1.00% of the loan amount + service tax
Loan available At all branches of state bank of Patiala
CHAPTER III
COOPERATIVE BANKING INTRODUCTION
39
Cooperative banking is retail and commercial banking organized on a cooperative basis.
Cooperative banking institutions take deposits and lend money in most parts of the world. The
Cooperative banks have a history of almost 100 years. The Cooperative banks are an important
constituent of the Indian Financial System, judged by the role assigned to them, the expectations
they are supposed to fulfill, their number, and the number of offices they operate. The
cooperative movement originated in the West, but the importance that such banks have assumed
in India is rarely paralleled anywhere else in the world. Their role in rural financing continues to
be important even today, and their business in the urban areas also has increased phenomenally
in recent years mainly due to the sharp increase in the number of primary cooperative banks.
While the cooperative banks in rural areas mainly finance agricultural based activities including
farming, cattle, milk, hatchery, personal finance etc. along with some small scale industries and
self-employment driven activities, the co-operative banks in urban areas mainly finance various
categories of people for self-employment, industries, small scale units, home finance, consumer
finance, personal finance, etc.
DEFINITION
A cooperative bank is a financial entity which belongs to its members, who are at the same time
the owners and the customers of their bank.
STRUCTURE OF COOPERATIVE BANKING
40
RBI
NABARD
SCBs SLDBs UCBs
CCBs CLDBs
PLDBs BRANCHES OF SLDBs
PACS
SCBs: State Cooperative Banks
SLDBs: State Land Development Banks
UCBs: Urban Cooperative Banks
CCBs: Central Cooperative Banks
CLDBs: Central Land Development Banks
PACS: Primary Agricultural Credit Societies
PLDBs: Primary Land Development Banks
41
TYPES OF COOPERATIVE BANKS
1) STATE COOPERATIVE BANKS (SCBs)
State cooperative banks are a federation of central cooperative banks and act as a
watchdog of the cooperative banking structure in the state. Its funds are obtained from share
capital, deposits, loans and overdrafts from the Reserve Bank of India. State cooperative banks
lend money to central cooperative banks and primary societies and not directly to farmers.
2) CENTRAL COOPERATIVE BANKS (CCBs)
Central cooperative banks are the federations of primary credit societies in a district and
are of two types – those having a membership of primary societies only and those having a
membership of societies as well as individuals. The funds of the bank consist of share capital,
deposits, loans and overdrafts from state cooperative banks and joint stocks. These banks finance
member societies within the limits of the borrowing capacity of societies.
3) PRIMARY AGRICULTURAL CREDIT SOCIETIES (PACS)
Cooperatives have played a major role in the supply of finance to agricultural sector for
the development of land, irrigation system and for its mechanization. The agricultural
cooperative credit in Punjab is divided into two sectors mainly, one dealing with short and
medium-term credit and the other with the long-term credit. The long term credit is awarded
from the Punjab State Cooperative Land Mortgage Banks at the apex and the Primary
Cooperative Land Mortgage Banks at district/tehsil level.
4) PRIMARY COOPERATIVE BANKS (PCBs)
They are non-agricultural societies. These are of two types: Urban cooperative banks and
Salary earners’ societies. Development of PCBs is looked after by the RBI. The RBI and IDBI
offer them concessional refinance facility on a selected basis. They operate in urban and semi-
urban areas. They provide housing finance and loans and advances for various purposes such as
petty trade and industry.
MISSION:- Punjab Cooperatives resolve for Greater self-reliance, Administrative efficiency
and structural reforms.
42
VALUES & PRINCIPLES:-
"Cooperatives" A cooperative is an system voluntarily to meet
their common economic, social and cultural needs and aspirations through a jointly-owned and
democratically controlled enterprise.
PRINCIPLES:-
Voluntary and open membership : Cooperatives and voluntary organisations, open to all
persons able to use their services and willing to accept the responsibilities of membership,
without social , racial , political and religious discrimination.
Democratic member Control : Cooperatives are democratic organisations controlled by
their members , who actively participate in setting their policies and making
decisions . Men and women serving as elected representatives are accountable to the
membership.
Members' Economic Participation : Members contribute equitably to,
and democratically control, the capital of their cooper-ative. At least partially that capital is
usually the common property of the cooperatives. Members usually receive limited
compensation, if any, on Capital Subscribed as a condition of membership.Members allocate
surpluses for any or all of the following purposes :: 1.Developing their cooperatives possibly
by setting up reserves, part of which at least would be indivisible 2.Benefiting
the members in proportion to their transaction with the cooperative and
supporting other activities approved by the membership
Autonomy and Independence: Cooperatives are autonomous , self-help
organisations controlled by their members . If they enter into agreements with other
organisations, including governments, or raise capital from external sources,they do so on terms
that ensure democratic control by their members and maintain their cooperatives autonomy.
Education, Training and Information: Cooperatives provide Education and Training for
their members, Managers and employees so they can contribute effectively to the development of
their cooperatives.
43
Cooperation among Cooperatives : Cooperatives serve their members
most effectively and strengthen the cooperatives movement by working together through Local,
National, Regional and International structures.
Concern for Community : Cooperatives work for the sustainable development of
their communities through policies approved by their members. There motto is to make the
progress line go higher and higher.
DIFFICULTIES FACED BY COOPERATIVE
BANKS IN RURAL AREAS
1) Slow progress: The progress of co-operative banks is not up to the expectation and is slow
when comparing other type of banks because of many restrictions on their operations.
2) Limited scope of investment: The main objective of co-operative banks is to provide credit
facilities to the poor people i.e., to small and marginal farmers and other weaker sections. They
were originally having limited scope to invest their surplus funds freely.
3) Delay in decision making: The co-operative banks directly or indirectly by various agencies
i.e., NABARD, RBI. Thus it takes long time to take decision on some important issues. This, in
turn affects the progress of co-operative banks.
4) Lack of training facilities: Generally the staff of co-operative banks is urban oriented and
they may not know the problems and conditions of rural areas. Lack of training facility
concerning these areas also affects the growth of co-operative banks.
5) Poor recovery rate: The recovery performance of the co-operative banks is not up to the
mark. the reason for poor recovery of loans and mounting overdue are; inadequate supervision
and follow up action to assess the end use of credit by co-operative banks due to inadequate staff
in banks, poor Identification of beneficiaries, inadequate generation of output and income by the
beneficiaries, poor marketing facilities.
6) Lack of local participation: Rural co-operative banks have not received sufficient local
participation. The cooperative banks have been thrust upon the rural people from above without
involving local people in its operation and management. In this connection, it is suggested that
44
knowledgeable persons in the rural areas need be associated with the management of co-
operative banks.
7) Lack of co-ordination: There is lack of proper co-ordination between co-operative banks and
other institutional financing agencies like commercial banks and RRBs. Also, there is inadequate
co-ordination between co-operative banks and other developmental agencies operating in rural
areas. This has hampered the progress of co-operative banks.
8) Poor development of rural areas: In spite of several efforts made during the course o
development plans to promote the development of rural areas, it has not taken place in a
significant way. The areas, at present lack economic infra- structures like; facilities of marketing
storage and distribution of inputs. Besides, social infrastructure like; schools, medical facilities.
As a result, co-operative banks find it extremely difficult to operate in such areas.
DEPOSIT SCHEMES INTEREST RATES
Interest Rates on Deposits with effect from 30th july, 2010
Period Below Rs.1.00 Cr. Rs.1.00 Cr. & above
7 Days to 14 Days 3.00% 3.00%
15 days to 45 days 3.50% 3.50%
46 Days to 90 Days 4.25% 3.50%
91 Days to 179 Days 5.50% 4.25%
180 to <1 year 6.50% 5.50%
1 year to < 2 years 7.00% 6.25%
2 year to < 5 years 7.25% 6.25%
5 years and above 7.50% 6.25%
*Interest Rate @ 0.50% over and above these rates to the Senior Citizens will be
admissible on single Fixed Deposit Receipt of Rs.5000/- and above for one year and
above.
45
CHAPTER IV
PROJECT
COMPARATIVE STUDY OF THE CUSTOMER PERCEPTION OF THE
SBOP AND COOPERATIVE BANK
PROJECT OVERVIEW
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 is
very less or no competition in the market and the banks has no pressure to provide better
facilities to the peoples but in recent years the competition is increased due to the entry of the
private banks and other money lending units. Considering this the state cooperative banks need
to be more careful and needs to take such steps which favors hem to stay ahead in the market.
This has always been the motto of Cooperative Banks and in order to achieve this, I was
entrusted in the dual task of doing a comparison of customer perception analysis of the
Cooperative bank branch and the SBOP branch in the village Daun Kalan, Patiala.
RATIONALE OF THE STUDY
Banking operations are becoming increasingly customer dictated. The ability of banks to
offer clients access to several markets for different classes of financial instruments has become a
valuable competitive edge. By going with the topic they can identify their own strengths and
46
weaknesses, where they stand in comparison to their competitors, chart out path future progress
and improvement. This comparison helps to promote an increased focus on customer outcomes
and stimulate improvements in the work practices and processes used within the bank and
outside. With better understanding of customers' perceptions, banks can determine the actions
required to meet the customers' needs.
OBJECTIVES OF THE STUDY
1 To have a comparison between the Customer Perception of the Village Daun Kalan Branches
of Patiala Central Cooperative Bank and State Bank of Patiala.
2 To compare the different factors of the banks which influence the customer perception.
3 To study and understand the factors which motivate the customers while going for Banking
Services
4 To understand and compare the level of Advertisement impact on customers followed by the
both banks
5 To study that if customer prefers the computerized banking or not.
6 To compare that if there is influence of image or brand of the bank on the customer
7 To have a comparison that if the customer is differing in his perception for a Government
oriented bank and private Bank.
47
CHAPTER V
RESEARCH METHODOLOGY
Research Problem
Comparison of the customer perception of the State Bank of Patiala and Cooperative
Bank .
Research Design
Research Design is exploratory and descriptive which helps me to explore the factors
influencing the perception of the customers and to describe the gap between the banks at various
levels.
Sampling Design
The study aimed to survey 100 samples who are the customers, visiting in the banks. 50
respondents are of the customers of the SBOP and the other 50 are the customers of the
Cooperative Bank. Sampling Design was such to have a comparison of the Customer Perception
of the both banks. The respondents were selected on the basis of convenience sampling.
Data Collection:
Both primary and secondary data have been collected for meeting the objectives of the
current study.
For the purpose of the collection of the primary data, personal interview of the
respondents was conducted. An unbiased, undisguised structured questionnaire was prepared
which was administered to the respondent for the purpose of getting the information. With the
reference of certain previously carried studies, certain statements for getting out the customer
perception were formulated and these were clubbed together to formulate the questionnaire
having two parts: First part was having 10 general questions in addition to the demographic
details and the second part dealt with the 10 elements of the bank showing the customer level of
preference.
48
For the purpose of secondary data, secondary sources of information like magazines,
newspapers, journals; studies conducted in past etc. have been referred. The main sources of
secondary data in the study
1. Banks’ Detail Books
2. Websites
3. Books
Analysis Techniques
The questionnaire is having the alternative choices. Questions having alternative choices
have been analyzed by taking percentages and by the use of Likert scaling.
Scope of the study
The scope of the study is limited to the customers visiting to the i.o.c.branch of the State
bank of Patiala and the customer visiting to cooperative bank branch in Mansa. Present study has
been restricted to time period from June 2012 to July 2012.
49
CHAPTER VI
DATA ANALYSIS AND INTERPRETATION
6.1 Demographic Analysis of the Customers based on occupation.
Option no. of
respondents in
sbop
percentage no. of
respondents in
coopetaive bank
Percentage
farmer 20 40% 25 50%
businessman 15 30% 10 20%
Salaried
employe
10 20% 12 24%
other 5 10% 3 6%
farmer businessman Salaried employee
other0
5
10
15
20
25
30
35
40
45
50
sbop cooperative bank
Analysis And Interpretation - Out of the respondent customers of Cooperative Bank and SBOP
Majority is of farmers. Cooperative bank has more farmer customers in comparison with SBOP
because it is mainly a rural bank. It doesn’t mean that it has less percentage of customers of the
businessman and salaried employees. Businessman and the salaried employees are more among
the respondents of the SBOP. Other customers are students or housewives.
50
6.2 Type of account
Option no. of respondents
in sbop
percentage no. of
respondents in
coopetaive bank
Percentage
Savings 24 48% 20 40%
FD 14 28% 15 30%
Both 10 20% 10 20%
Other 2 4% 5 10%
Savings FD Both Other 0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
sbopcooperative bank
Analysis and Interpretation – The comparison of the type of accounts which the respondents
are having in their respective banks, have little difference. The respondent customers of
Cooperative Bank are having Savings, Fixed Deposit Accounts. Comparatively Savings
percentage is more and FD percentage is less in SBOP. Perhaps the rate of interest offered can be
the reason of this minor difference.
51
6.3 No. of Respondents who have ever taken any loan from the bank
Option no. of respondents
in sbop
percentage no. of respondents
in coopetaive bank
percentage
Yes 27 54% 32 64%
No 23 46% 18 36%
yes no0%
10%
20%
30%
40%
50%
60%
70%
sbopcooperative bank
Analysis and Interpretation – Majority of the respondents of the Cooperative Bank have taken
loan from the bank. On the other side of there is approx equal number of customers of the SBOP
have taken loan and who have not. They only are having deposit account in the bank. The reason
may be the Cooperative Bank as a main rural lending bank.
52
6.4 Information source of the schemes and services of the bank
Option no. of respondents
in sbop
percentage no. of respondents
in coopetaive bank
percentage
Personal visit 19 38% 26 52%
Advertisement 13 26% 5 10%
Word of mouth 10 20% 12 24%
other 8 16% 7 14%
Personal visit Advertisement Word of mouth other0%
10%
20%
30%
40%
50%
60%
sbopcooperative bank
Analysis and Interpretation - Data shows that Majority of the respondents from the
Cooperative Bank and SBOP respectively, come to know about the schemes and services of the
bank by visiting personally. Cooperative Bank is lacking in its advertisement in comparison to
SBOP. Word of Mouth is also an information source. Reason may be interpreted that branches of
the bank do not pay much heed to advertisement and also the customers prefer to visit the bank
personally for the detail of banking services offered.
53
6.5 Type of rate of interest preferred
Option no. of respondents
in sbop
percentage no. of respondents
in coopetaive bank
percentage
Yearly 2 4% 4 8%
Half yearly 18 36% 24 48%
monthly 30 60% 22 44%
Yearly Half yearly monthly0%
10%
20%
30%
40%
50%
60%
sbopcooperative bank
Analysis and Interpretation – Most of the customers of Cooperative Bank are from
agricultural background so that half yearly rate of interest is preferred, because of their crop
cycle. Salaried employee and businessmen prefer to pay monthly Rate of interest.
54
6.6 Appreciation for being a good Customer
Option no. of
respondents in
sbop
percentage no. of
respondents in
coopetaive bank
percentage
Yes 36 72% 15 30%
No 14 28% 35 70%
yes no0%
10%
20%
30%
40%
50%
60%
70%
80%
sbopcooperative bank
Analysis and Interpretation – Less number of the respondents from the Cooperative Bank says
that they have a received positive appreciation from the bank for being a good customer, while
the majority denies it. Looking at the data of SBOP respondents the percentage is however
opposite, Majority is favoring. There is set procedure in the bank that if you are a good customer
sthe interest but there is no such procedure in Cooperative Bank.
55
6.7 (A) Future Preferable bank
option No. of respondents in sbop Percentage
cooperative 13 26%
Stick to same 27 54%
Some other 10 20%
cooperative Stick to same Some other0%
10%
20%
30%
40%
50%
60%
sbop
sbop
6.7 (B) Future Preferable bank
option No. of respondents in cooperative bank Percentage
Sbop 17 34%
Stick to same 23 46%
Some other 10 20%
56
Sbop Stick to same Some other0%5%
10%15%20%25%30%35%40%45%50%
cooperative bank
cooperative bank
Analysis and Interpretation - By the experience near about half of the respondents of the
Cooperative bank say that they will also stick to the same bank for same requirement in future,
while other majority wants to shift to SBOP and some other bank. The data analysis of SBOP
shows that most of respondents want to remain with SBOP. While other want to go for
Cooperative Bank and to shift for some other bank. The reason may be the requirement of the
customer, schemes offered, rate of interest offered and also the personal attachment.
57
6.8 Motivational Factors
Option no. of respondents
in sbop
percentage no. of
respondents in
coopetaive bank
percentage
Interst 18 36% 12 24%
Schemes 15 30% 23 46%
Popularity 7 14% 4 8%
All 10 18% 9 18%
Other 0 2% 2 4%
Interst Schemes Popularity All Other 0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
sbopcooperative bank
Analysis and Interpretation - From the survey it was found that motivational factor, for opting
for the banking service, of the most of the respondents of Cooperative bank is Schemes offered
by the bank while other factors are like rate of interest, popularity etc. Data interpretation of the
SBOP shows that maximum percentage is with rate of interest, while other factors are schemes
and popularity. Almost equal number considers these all factors in both of the banks.
58
6.9 Influence of image or brand of the bank on the customers
Option no. of respondents
in sbop
percentage no. of
respondents in
coopetaive bank
Percentage
Agree 39 78% 28 56%
Disagree 11 22% 22 44%
agree disagree0%
10%
20%
30%
40%
50%
60%
70%
80%
sbopcooperative bank
Analysis and Interpretation – Majority of the respondents from SBOP and Cooperative bank
agree that image or name of the bank has its influence on customers. Customers consider the
brand of the bank while going for the banking. It can be interpreted that it might influence the
decision of the customers and prospects.
59
6.10 Essentiality of computerized Banking
Option no. of
respondents
in sbop
percentage no. of
respondents in
coopetaive bank
Percentage
Strongly disagree 0 0% 0 0%
Somewhat disagree 0 0% 2 4%
neutral 10 20% 11 22%
Somewhat Agree 15 30% 18 36%
Strongly agree 25 50% 19 38%
strongly disagree
somewhat disagree
neutral somewhat agree
strongly agree0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
sbopcooperative bank
Analysis and Interpretation – Major part of the respondents from the cooperative bank agree
and strongly agree to the need of computerized system in the bank. By the response of SBOP
customers, majority of response agree and strongly agree to that computerized system is essential
for modern banking. Cooperative Bank is still using the manual books for accounts instead of
computerized banking as it is in SBOP.
60
6.11 Customer differs in his perception for a Government Bank & private
bank
Option no. of
respondents
in sbop
percentage no. of respondents
in coopetaive bank
Percentage
Strongly disagree 0 0% 0 0%
Somewhat disagree 8 16% 5 10%
neutral 14 28% 16 32%
Somewhat Agree 22 44% 24 48%
Strongly agree 6 12% 5 10%
strongly disagree
somewhat disagree
neutral somewhat agree
strongly agree0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
sbopcooperative bank
Analysis and Interpretation – More than half of the respondents from the cooperative bank
agree that customer differ in his perception for a govt. bank and private bank. From the response
of SBOP customers, it may be interpreted majority also agree to it. The reason may be
interpreted as the customer feel that there is a genuine difference between a Govt. oriented bank
and a private bank regarding the services, rate of interest, infrastructure and other factors.
61
LEVEL OF PREFERENCE
Range
10 Statements and 50 respondents of each bank
Score
Max. Score = 5*50 = 250 (strongly agree)
Avg. Score = 3*50 = 150 (neutral)
Min. Score = 1*50 = 50 (strongly disagree)
Sr. No Basis of Comparison Scores
Cooperative SBOP
1 Schemes Offered 193 186
2 Rate of Interest 177 186
3 Loan Passing & Repayment 182 179
4 Flexibility of Schemes 158 170
5 Transparency 154 170
6 Number of Staff 118 194
7 Customer Dealing 149 179
8 Bank Environment 123 202
9 Advertisement 119 194
10 Bank Image 153 182
Analysis and Interpretation
62
1. Schemes Offered: There is favorable response for the schemes offered by both of the
banks. However it is more in case of Cooperative Bank because it is established for
mainly the rural and agriculture services. So the village customer is more satisfied with
the schemes offered by this bank.
2. Rate of Interest: Rate of Interest is also generating favorable response in both of the
banks. However it is less favorable in case of Cooperative Bank. May be the customer
feels that the rate of interest is less charged or the structure of rate of interest is more
convenient in the SBOP.
3. Loan Passing and repayment: Survey shows that the loan passing and the repayment
process is generating almost equal response in both of the banks. This process is
favorable in both of the banks. May be the banks are adopting such a procedure where
customer feels minimum harassment.
4. Flexibility of Schemes: Data analysis shows that SBOP customers are more favorable to
the flexibility of schemes which they avail than in case of Cooperative bank.
5. Transparency: Research shows that both banks are having more than average response
regarding the statement. But there is gap in the customer preference in both of the banks.
SBOP is having more favorable response than Cooperative bank.
6. Number of Staff: Data analysis shows that the scoring of the Cooperative Bank
respondents is much low than the average response but it is much higher in SBOP.
Reason is that the Cooperative Bank is only having 3 staff members including branch
manager for the service of customers. On the other side the number is seven in case of
SBOP.
7. Customer Dealing: Cooperative Bank is also lacking in the customer dealing in
comparison to SBOP, as scored by the respondents. The reason may be interpreted as the
63
staff of the cooperative bank is less trained in comparison with the SBOP. Moreover the
manual working, due to lack of computerized system, also affects the customer dealing.
8. Bank Environment: Survey analysis shows Customer is negatively scoring the banking
environment in the cooperative bank because of less infrastructure facilities, the shortage
of staff, the non-availability of computerized system, the staff behavior. SBOP is having
positive score in this respect because of all the above stated factors and a fully air
conditioned branch.
9. Advertisement: Survey analysis shows that majority of the respondents from the
cooperative bank disagree with the advertisement campaign of the bank because most of
the customers come to know about the schemes by the bank through their personal visit.
The score given is the clear evidence of it. The respondents of the SBOP are favorable to
the advertisement by the bank.
10. Bank Image: Cooperative has been given average score regarding its bank image while
it is favorable in case of SBOP. The reason may be concluded the scam did by the
previous branch manager of Cooperative Bank. The last branch manager has been
accused of manipulating certain amount of loan. This had its influence on the bank
image.
CHAPTER VII
64
FINDINGS OF THE STUDY
3. Majority of the customers of the cooperative bank and SBOP belong to agricultural
background.
4. The percentage of respondents who have taken loan from Cooperative is more in
comparison with SBOP.
5. This is shown by the research that personal visit of customers is the main source of
information for knowing the bank schemes.
6. Most of the customers of the Cooperative Bank prefer to pay half yearly interest rate,
while the salaried employees prefer to pay the interest monthly, this is also same in the
case of SBOP.
7. Majority of the respondents do not respondents in Cooperative Bank do not receive any
appreciation for being a good customer. But things are opposite in case of SBOP.
8. About the Future Bank Service, Majority of the respondents of the customers of SBOP
want to stick with SBOP as in comparison with the Cooperative Bank.
9. Analysis shows that Schemes offered by the banks is the main motivational factor for the
respondents of Cooperative Bank and the interest rate is the main motivational factor in
case of SBOP.
10. Majority of the both respondents from the both admits that image or name or brand of the
bank do influence the customer.
11. Essentiality of computerized banking is agreed by the respondents of the both banks.
12. Majority of respondents from both the banks agree that whether it is a Government Bank
or Private Bank, customer perception is differing about the both type of banks.
13. The comparison between the schemes offered by the both banks reveals that Schemes
offered by Cooperative Bank, being a rural lending bank, are little bit more preferred than
SBOP.
14. The comparison between the interest rate offered by the both banks shows that interest
rates of SBOP are little bit more attractive than the Cooperative Bank.
15. The customers’ perception about the loan passing and its repayment process is almost
same in the both of the banks.
65
16. The percentage of different accounts having the customers of the two banks is relatively
same.
17. Flexibility of schemes offered and transparency of the customer related processes is more
satisfactory in the SBOP in comparison with Cooperative Bank.
18. The branch of the Cooperative Bank is lacking in its staff number. While the branch of
SBOP is having sufficient number of staff members according to perception of its
customers.
19. Customer service and dealing is also far behind the point in the Cooperative bank as it is
satisfactory in SBOP.
20. Customers do not agree with the Cooperative bank environment. Comparatively, SBOP
branch has a fully satisfied environment according to the perception of the customer.
21. Mainly Cooperative Bank is lacking in advertisement at local level. On the other side
SBOP advertisement campaign makes agree its customers.
22. The bank image of Cooperative Bank is little bit lacking in comparison with SBOP, as
going with the response of the customers.
RECOMMENDATION AND SUGGESTIONS
1. More mass awareness campaigns should be organized in order to enhance market share
of bank. So Bank should concentrate on its advertisement itself.
2. Bank should refocus on its interest rate as responded by people. Periodic review of the
interest rate should be done.
3. There should be computerized system in the bank as it will reduce the time wastage of
manual work and will lead to the better performance of the bank.
4. Training of the employees should be there to meet the needs of the time.
5. Proper posting of the staff should be done.
6. Customer’s satisfaction must be the top priority of the bank.
66
7. Maximum practical exposure should be provided to the job trainees so that they may
handle the various enquiries of customer effectively.
8. Communication gap within the bank and with the head-office should be reduced.
9. Infrastructure facilities should be provided to the branch of Cooperative Bank, as it is
catering to the 5-6 near by villages.
10. Banks is also advised to have proper internal control measures for monitoring its
functions and transactions.
LIMITATIONS OF THE STUDY
1 Some respondents were hesitant in providing complete information.
2 The findings of this study are based on the expressed opinion of the respondents.
3 Difficulty was faced in getting the responses to various questions because the customers
could not devote enough time to us and the communication problem was there.
4 This study only relates to one organization, so conclusions drawn may not be finding its
utility in all the other banks.
5 Even the employees of the bank hesitated to give the complete & accurate data.
CONCLUSION
67
The project was undertaken to analyze and compare the customer perception of the two
banks one is Cooperative Bank and other is State Bank of Patiala. The study concludes that State
Bank of Patiala is providing various services to people . All functions performed by bank are
computerized . core banking solutions like internet banking, ATMs, mobile banking helps the
people at a very large scale . bank provide various facilities to its customers. Loans are provided
to people at reasonable rates . in spite of this It is lacking at various elements, particularly at the
branch levels, which reveals the edge of private sector banks over the SBOP, the lines at which
the bank is lacking behind. Indiscipline and lack of commitment in these banks make people’s
trust in the cooperative sector a casualty. People are still unaware of the services provided by the
state bank of patiala due to lack of advertisement.
There is a need to analyze and pick up early warning signals. A change is needed today in
the state bank of patiala which is built on confidence in human capital - the most important of all
resources - in commitment, creativity and innovation brought about by proactive management,
membership and employees. The ability to capture knowledge and wisdom gives state bank their
competitive advantage. A prerequisite is that participants from all parts of a cooperative
organization know and understand its purpose, core values and visions.
In this way, by keeping in mind the certain shortcomings, appropriate measures to
overcome them should be adopted. So that the real purpose of the state bank of Patiala must be
realized with a competitive advantage and the gap between the customer perception of the state
bank of patiala and the other private and public sector bank, i.e. cooperative bank can be
reduced.
BIBLIOGRAPHY
68
a. Books:
i. Kothari C.R.(2007), “Research Methodology”; revised second edition; pages 71-
76, 84-85, 100-102
b. Web Pages:
1. http://en.wikipedia.org/wiki/Bank
2. http://en.wikipedia.org/wiki/Bank#Types_of_banks
3. http://www.sbp.co.in/aboutus.asp
4. http://www.sbp.co.in/boardofdirectors.asp
5. www.sbp.co.in/top-management.asp
6. http://www.sbp.co.in/highlights.asp
7. http://www.sbp.co.in/personal-banking.asp
8. http://www.sbp.co.in/agri_schemes.asp
9. www.sbp.co.in/financial_literacy.asp
10. http://www.sbp.co.in/cross_selling/cross_selling_forms.asp
11. http://www.sbp.co.in/personalbaking/sb-star-account.pdf
12. http://www.sbp.co.in/personalbaking/sbp_236.pdf
13. http://www.sbp.co.in/personalbaking/01sbphome_loan.pdf
14. http://www.sbp.co.in/personalbaking/01sbphome_loan.pdf
15. http://www.sbp.co.in/personalbaking/01sbphome_loan.pdf
16. http://www.sbp.co.in/personalbaking/04sbp_car_loan_newvehicles.pdf
17. http://www.sbp.co.in/personalbaking/04sbp_car_loan_newvehicles.pdf
18. http://www.sbp.co.in/personalbaking/04sbp_car_loan_newvehicles.pdf
19. http://www.sbp.co.in/personalbaking/08sbp_loan_to_pensioner.pdf
20. http://www.sbp.co.in/personalbaking/11sbp_gam_niwas_scheme_forfinancing_rural_housing.pdf
21. http://www.sbp.co.in/personalbaking/11sbp_gam_niwas_scheme_forfinancing_rural_housing.pdf
22. http://www.sbp.co.in/MainInterestRates.aspx
23. http://www.sbp.co.in/rates%20english.pdf
24. http://pbcooperatives.gov.in/PSCB.htm
25. http://www.pscb.in/index.php?mod=interest_rate&opt=Deposit
26. http://www.pscb.in/index.php?mod=interest_rate&opt=Loans
69
ANNEXURE
Dear respondent,
I would be extremely thankful if you spare some time to answer the following questions.
All the facts disclosed by you will be used for academic purpose only.
Personal details:
a. Name: ______________________________
b. Age: _____
c. Gender: Male Female
d. Occupation: Farmer Businessman Salaried Employee Other
1. Which type of account do you have? Please tick. SB FD Both other
2. Have you taken ever any loan from this bank? Yes No
3. How do you come to know about the schemes and services of the bank?
Personal Visit Advertisement Word of Mouth Other
4. Which type of rate of interest do you prefer, offered? Yearly Half yearly Monthly
5. Do you avail any appreciation from bank for being a good customer? Yes No
6. In future service of which bank will you prefer?
SBOP Cooperative Stick to same some other
70
7. What factors motivate you while going for a particular banking service?
Interest rate Schemes & terms Popularity of bank All Other
8. Do you agree that image or brand of the bank has its influence on the customers?
Agree Disagree
9. Do you think that computerized Banking is the essential of modern banks?
Strongly Disagree Somewhat Disagree Neutral
Somewhat Agree Strongly Agree
10. Do you think that customer differ in his perception for a Government Bank & private bank?
Strongly Disagree Somewhat Disagree Neutral
Somewhat Agree Strongly Agree
11. Indicate your level of preference for the following statements regarding the bank.
Schemes Offered
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Interest Rate Offered
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Loan Passing & Repayment Process
Strongly Somewhat Neutral Somewhat Agree Strongly Agree
71
Disagree Disagree
Flexibility of Schemes
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Transparency of the process
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Number of Staff Members
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Customer Dealing
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Bank environment
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
72
Advertisement
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Bank Image
Strongly
Disagree
Somewhat
Disagree
Neutral Somewhat Agree Strongly Agree
Thanks for Your Cooperation
73