J&K Bank

A Study
on
The Level of Customer Satisfaction

Conducted for
The Jammu & Kashmir Bank Ltd.
Submitted to

Punjab Technical University

In Partial Fulfillment for

the Award of the Degree of
Masters In Business
Administration
Submitted by

Naseer Ahmad Malik

Project Guide
Mr. Riaz Ahmad

M.D.(Prof. P. P, Arya)

The Dr. I.T. Group of Institutes

1

J&K Bank

Banur Chandigarh
(2009 2010)

Contents
Chapter 1

.... 1-8

Introduction

General Introduction
Theoretical background of the study

Chapter 2

.... 9-12

Design of the study

Brief interlocution of the background

Title of the study
Statement of the problem
Objectives of the study
Sampling Technique
Source of data
Methodology of the study
Limitations of the study
Operational definition of concepts.

Chapter 3

.... 13-37

Company Profile
Industry Profile
Chapter 4

.... 38-94

Analysis & Interpretation of Data

Chapter 5

Summary of Findings

.... 95-100

J&K Bank

Chapter 6

.... 101-105

Recommendations

Bibliography
Annexure

Table
No.
1.1
1.2
1.3
1.4 (a)
1.4 (b)
1.5 (a)
1.5 (b)

List of Tables
Description

Time span of respondents banking with the

bank
Experience of respondents with the bank
Response of respondents whether the branch
opens on time or not
Showing the actual time taken to deposit cash
Showing how much time it should take to make
deposit
Showing the actual time taken to encash
cheque/withdrawal form or any other payment
instrument
Showing how much time it should take to
encash cheque/withdrawal form or any other
payment instrument.

Page No
43
45
47
48
50
52
54

1.6 (a) Showing the actual time taken to make a

demand draft.
1.6 (b) Showing how much time it should take to
make a demand draft.
1.7 (a) Showing actual time taken to send a
telegraphic transfer.
1.7 (b) Showing how much time it should take to
send a telegraphic transfer.

56

1.8

64

1.9
(a)

Showing the actual time taken to get

the payment of outstation cheque.
Showing the actual time taken to get
the payment of local cheque

58
60
62

66
3

J&K Bank

1.9
2.1

Showing how much time it should

take to get the payment of local
cheque.
Showing the actual time taken to get

(a)

a loan

2.1 (b)
2.2

Showing how much time it takes to get a loan.

Showing the level of information received by the
customers.
Showing the opinion of respondents about the
layout and other amenities at the branch premises
Showing the opinion of respondents how to make

(b)

2.3
2.4

68
70
72
74
76
78

waiting time pleasurable.

Table
No.
2.5

Description

Page No
80

3.2

Showing the various schemes availed by the

respondents
Showing the various loan products availed by
customers
Showing the various sources of getting knowledge
about the products/services offered by bank.
Showing ATM service availed by the respondents
Showing various bottlenecks in gathering
information about bank products/services
Showing various reasons for not availing the
products of the bank.
Showing the opinion of respondents about the

3.3

attitude of banks staff.

Showing awareness of respondents about the

93

3.4

childcare deposit scheme.

Showing the percentage of respondents reporting

94

2.6
2.7
2.8
2.9
3.1

82
84
86
87
89
91

their problem.

ACKNOWLEDGEMENT
4

J&K Bank

I thank the almighty god for showing his grace and blessing on
me.
As the old sayings goes,Ingratitude pierces the heart more than a
spear.I will be piercing my heart,if I fail to thank such of those to
whom the thanks are really due.
I am extremely indebted to Mr. Riaz. Ahmad cluster
head,clusterhead 2nd Kashmir North my guide for his valuable
advice and suggestions throughout the course of the project.
I would like to express my very special gratitude and heart felt
thanks to Prof.P .P Arya (Managing Director) & Mr. Lincon Jeet
Pal Singh. The Dr .I .T group of Institutes for guiding
me,providing me the facilities and personal care of the completion
of the project.
I am very grateful to Mr.Aslam & Mr .Javid Incharge of J & K
Bank North Zone for providing me the opportunity to do this
project.
Lastly I am grateful to all respondants without whose help this
project would have not possible.

Naseer Ahmad Malik

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J&K Bank

Introduction:

J&K Bank

The last few decades have seen companies operating in a highly

comparative environment. The economy is referred to as Customer
Driven one, with firms allowing consumers to dictate specification and
quality standards and also working out strategies evolved around the
consumer. Howe ever this is not easy task because the consumers are
moving market and each consumer behaves uniquely at the market
places. The ultimate success of any marketing programme will depend
upon how the consumer behaves and whether his/her behavior is
indicative of the acceptance of the product or service offerings from the
firms. But consumer behavior is unpredictable. This is the reason why
consumer behavior has emerged as a separate research area of study
since the past few decades. Today even the companies are pouring in a lot
of money for undertaking researches to have a better understanding of
their consumers behavior.
Today in a customer driven economy, al firms are engaged in a rat
race to attract consumers an build a long-term relationship with their loyal
customer. The key to customer loyalty is through customer satisfaction. A
satisfied customer will act as a spokesperson of the companys product,
and bring in more buyers. There is a Pareto Principle or the 80/20 rule, it
says that 80 percent of one thing comes from 20 percent of another. That
is to say a small percentage of loyal customers will lend a large weight of
companys sales. So marketers have to ensure customer value
satisfaction.
All the efforts of the marketers at trying to understand buying
motives, organizing buying behavior and working out suitable promotional
strategy to suit the consumer behavior are to ensure customer satisfaction.
In todays competitive environment, where companies are adopting various
methods to woo the prospective consumers, marketers have to make all

J&K Bank

efforts to understand all the complexities, which go into the buying

behavior and frame marketing programs suitable to the target market.

Customer & Customer Satisfaction:

Intense competition and over capacity in almost all-industrial sectors
have brought the customer back to the forefront of organizational planning.
Companies have been forced to elevate the customer from being Just a
Customer to a part of the mission statement. There is no industry where
the customer is not important. A quick scan of the quality policies of any
ISO certified company would reveal this. Customer satisfaction has given
ay to customer delight and this continues to be an evergreen buzzword.
Realizing the strategic significance of keeping the customer happy
companies have adopted the path of customer relationship management in
large numbers.

Who is a Customer?
The simple question, who is our customer? can stir lively debate.
The end user, some will say. Others say distributor, often referred to as
channel, are the customers. The there are dealers. Retailers who sell your
product are also customers, in a sense.
A customer is the most important visitor on our premises. He is not
dependent on us, we are dependent on him
.. Mahatma Gandhi
A customer may be either internal or external.
External customers are those who buy our products/service.
Internal customers are individuals/department who Use Companys
output as their input and the company becomes their supplier.
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J&K Bank

Often overlooked or misunderstood is the importance of the internal

customer, otherwise known as employees. It is impossible to external
customer for long if the companys employees are not fulfilled, rewarded,
listened to and happy in their work. It is as important to measure internal
customers satisfaction, as it is external. Employees have their fingers on
the pulse of the customer to a far greater degree than Management does.
Employees are a source of knowledge, experience and ideas of
incalculable value.

What is Satisfaction?
Satisfaction is evaluation of an emotion.
Satisfaction is the outcome of the interaction between the
expectation of customer and the performance of the product or
service.
Satisfaction is the reward a customer gets for the choice made.

The ten basic rules to customer satisfaction:

1.

Involve top management.

2.

Know the customers.

3.

Let the customers define what attributes are important.

4.

Know the customers requirement, expectations and wants.

5.

Know the relative importance of customers decision criteria.

6.

Gather and trust the data.

7.

Benchmark the data against the competitors and identify the

competitive strengths and weaknesses.

8.

Develop cross-functional action plans that enhance strengths and

correct weaknesses.

J&K Bank

9.

Measure performance continually and spread the data throughout

the firm.

10.

Be committed to getting better an better and better.

Customer Service:
Customer service arises whenever a purchaser and seller interact.
This interaction can be voluntary at the time of purchase or forced at the
times of Breakdown complaint.
Characteristics of excellent customer service (3Rs)
Excellent customer service should be the aim of suppliers of
products/services. It has the following characteristics:-

Responsive:
Excellent customer service is responsive. A timely response is
important. The customer had a requirement when they contacted you and
they are likely to have delayed expressing their need. If you delay
responding they will solve their problem in some other way. You will have
missed an opportunity to serve that customer and the next person they call
will probably be one of your competitors.

Reliable:
Excellent

customer

service

consistently

responsive,

with

continuously high levels of customer service, the only surprises that

customers find welcome and positive are those that improve the service
they receive and exceed their expectations. Customers want excellent
customer service and they want it every time.

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J&K Bank

Respectful:
Informed, attentive, cheerful, polite and helpful customer service
representatives should treat customers with respect. Excellent customer
service is therefore reliable, respectful and responsive.

Customers in the service Sector:

A feature of the economies of the developing societies is the rapid
growth of the services sector, which contributes almost 40% of the GNP, as
in the case of India, and the trend for this is to grow even more in the
future.
Services sector comprises activities such as transportation, public
utilities, bank health services repair services, hotels, department stores
and even municipal services. This sector is an organized system of special
skills and facilities. By its very nature, the services sector tends to be more
human oriented. In carrying out its activities, the service organization has
many contacts with its customers. In general, it is the lower rungs of
service organizations, which are in direct contact with the customer-like a
counter clerk in a bank or a person at the reception of a hotel.

Recent trends in the customer satisfaction

area:
Customer Orientation:
Customer orientation means keeping customer requirements in mind
or thinking about customers wants.
Right quality.
Right quantity.
Right time.
Right cost

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J&K Bank

Customer Satisfaction Measurement (CSM):

As the heading says CSM is measuring customers satisfaction,
which is being adopted by companies. Needs and hence expectations of
customers change due to various factors. Conventional customer
satisfaction measures may indicate a satisfaction with the product/service
but fail to measure the satisfaction of the need.
Customer Satisfaction Index (CSI):
A number of companies have developed customer satisfaction index
approaches that help divisions, departments or other organizational
entities keep score of their customer satisfaction performance the ones
that have been most successful carefully guard against using CSI data
punitively against employs or managers.
Employs respond will to measurement when they have latitude and
encouragement to improve their performance and confidence that the
measurements do not threaten their livelihood. Besides, peoples have a
natural tendency to want to keep score.
Customer Relationship Management (CRM):
This is very recent development in attaining customer satisfaction
and retaining customers. This is a way of describing how the company
provides effective management of its responses and follow-ups with
customers to preserve and build relationship and to increase knowledge
about specific customers and about general customer expectation.
Customer Delight:
This is no more an unknown concepts and all the companies in India
and abroad are trying to reach this height. Customer satisfaction has given
way to customers delight and it has become the evergreen buzzword.
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J&K Bank

What is customer delight? Customer delight is a step more than customer

satisfaction. Customer delight is a stage where the customer is truly very
happy rather delighted when gets something more than they expect.
In the present marketing scenario, customer has become the core of
companies; customer satisfaction is being replaced by the neo concepts of
customer delight very true to India also. Not only manufacturing
companies but also service companies have to begin to think about
customers and their satisfaction, delight. Companies are being ranked on
the basis of their level of customer satisfaction.

13

J&K Bank

Brief Introduction of the background:

14

J&K Bank

Banking industry, one of the major contributors to the economy

mainly depends on their customers. Customers are the major source who
contributes to the growth and development of banks. Bank being a service
provider should provide the service to the customers to a greater extent
where in no customer is left with dissatisfaction. This is possible only when
bank adopt good customer relations management. Under this study an
attempt is made to know how the bank offers the services to the customer
and also the level of customer satisfaction.

Title of the Study:

A study on the level of customer satisfaction in Jammu & Kashmir
Bank Ltd.

Statement of the Problem:

From the production-oriented market, the market has developed into
a customer or consumer oriented market. Today customer is the king.
Every industry has developed its products and provide service keeping the
customer in mind. Customer has occupied the first place in the market.
Customer satisfaction and customer delight is of primary importance
in any kind of company be it a profit seeking industry or a service industry.
Banks, by nature are both profit oriented and service institutions.
Customers are of greatest importance in banks.

Objectives of the study:

1.

To assess the level of customer satisfaction.

2.

To study the timeliness of the services offered by the bank.

3.

To study whether the customer is convenient with the layout of

the bank.
15

J&K Bank

4.

To understand the awareness of customers about the various

schemes offered by the bank.

5.

To find the source where from the customer is getting the

information about the various products/services offered by the
bank.

6.

To make suggestions for better customer service.

Sampling Techniques:
Sample Size: 75
Sample Method: Random sampling method has been adopted to
select the respondents.
Sample Unit: Present and prospective customers of the bank.

Sources of Data:
Primary Data: Primary data from customers has been collected
through structured, open ended and close-ended questionnaire.
Secondary Data: Secondary data about the company has been
collected through company prospectus, annual reports records of the
company etc.

Methodology:
The present study has been conducted through the primary and
secondary sources of information. An interview schedule has been
prepared to collect the responses form the respondents. The questionnaire
contained the questions relating to the various services offered by the bank
and the customers level of satisfaction of the same.
The collected response has been tabulated and the inferences have
been drawn from the analysis of the data. Simple statistical tools and
16

J&K Bank

techniques like bar diagram, pie charts have been used to analyze the
data.

Limitations of the Study:

1.

Time is precious and it is a bing constraint in any study. Due to

this the study was restricted only to few branches of the bank.

2.

Another major limitation of the study is the sample size, results

can not be generalized due to limitations of sample size.

3.

Analysis and the recommendations are based on the data

collected from respondents who are assumed to be unbiased.

4.

The findings of the study cannot said to be static.

Operational Definition of Concepts:

Customer:
A customer is the most important visitor on your premises. From a
banks point of view a customer is one who has regular transactions with
the bank, in short an individual who has an account at the bank is known
as a customer.

Customer Satisfaction:
Customer satisfaction is a state where the customers of an
organization are very happy with the organizations products/services.

17

J&K Bank

History Prelude:
The Jammu & Kashmir Bank Ltd. incorporated on October 1 st 1938
commenced business on July 4th 1939. From a small beginning the bank
18

J&K Bank

has grown to become a giant with a network of 441 braches spread over
the length and breadth of the country. A significant contributing factor for
this fast growth is the solid founding principles, which are dedicated to the
cause of transforming the bank not only as a financial heart but also the
social heart of the community.
The J&K bank is the fist state owned bank of the country and 53% of
equity is held by the Govt. of J&K. The bank has a consistent track record
of growth and profitability. it has a unique distinction of being banker to the
J&K state Govt. and has also been appointed by RBI as its agency in J&K,
responsible for carrying general banking business of the Central Govt. and
collection of Taxes pertaining to the Central Board of Direct Taxes.
The landmark achievements in the diversification of the banks
including the sponsoring of two Regional Rural Banks viz Kamraz Rural
Bank and Jammu Rural Bank; permission for dealing in foreign exchange,
holding the lead bank responsibilities in eight of the fourteen districts in
J&K convenorship of State Level Bankers Committee (SLBC) and State
Level Export Promotion Committee (SLEPC). The bank is the only one
non-nationalized sector, having been entrusted with such assignments and
has come up to the expectations of RBI and other agencies like CBDT. The
bank has been swift in responding to the need for technology adaptation in
meeting its commitment to the customers and offers the best of services
and a wide rage of products. The bank is investing in a big way in
information technology; Installation of ATMs at Residency Road, Srinagar
and Gandhi Nagar, Jammu, Ahmedabad and Mera Road Mumbai and at
other important centers; introduction of EFT and e-mail services
substantiate this fact. The number of computerized branches of the bank
has risen to 246 as on March 2001, which accounts for 80 per cent of total
bank business. The Tele-banking facilities are available at 23 branches
with such services being extended to 65 branches in the near future. The
19

J&K Bank

anywhere banking facility available at 23 branches shall be raised to 65

soon. The bank is in the process of connecting its branches through VAST
and lease lines from the existing 23 to 85. The number of ATMs which is
most convenient system of extending 24 hour banking facility is 23. ATMs
lat six locations including B/o Ansal Plaza, Delhi Corporate Headquarters,
Srinagar, B/o Trikuta Nagar Jammu, B/o Government Medical College,
Srinagar, B/o SSI Lal Chowk, Srinagar Kashmir, B/o SKIMS, Srinagar and
B/o Ahmedabad, Are having 1st Switch connectivity. Once the data center
is completed our bank shall be the first to introduce the Internet Banking in
the J&K State. A new concept of customer facility Touch Screen Kiosks
shall be installed at 65 branches of the bank.
J&K Bank is one of the few banks in the country which has been
able to show exemplary performance in adjusting to the rigorous prudential
norms that came into force during 1992-93 and has been able to achieve
CAPITAL ADEQUACY RATIO of above 17.44 per cent as on 31 st March
2001 which is far ahead of RBI stipulation and is one of the highest in the
industry today.

Historical Background:
Entire banking in the state of Jammu & Kashmir was performed by
traditional lenders till 1920-30 and that too at exorbitant interest rates. At
the same time some banks functioned at a very limited scale, such as
Punjab National Bank Limited Grind lays Bank and imperial Bank of India.
The role of these banks was reduced to the acceptance of deposits
as they could not grant loans and advances to the people of the state
owing to the statutory limitations. Under this scenario banks could not
ameliorate the financial and social position of the people of the state. To
overcome this critical situation the then Maharaja of the state conceived an
idea of setting up of a state bank in the state. After a prolonged exercise
20

J&K Bank

and deliberations the assignment for establishment of The Jammu &

Kashmir Bank Limited was given to the late Sir Sorabi N Pochkhanwala,
the then Managing Director of the Central Bank of India.
Mr. Pochkhawala formulated a scheme on 24-09-1930, suggesting
establishment of a semi state bank with participating in capital by state and
the public under the control of state government. Thus the bank was
formally incorporated on the 1st October 1938 and commenced business
from 4th of July 1939 at its Registered Office Residency Road Srinagar
Kashmir.
The Jammu & Kashmir Bank Limited has been the first of its nature
and composition as a State owned bank in the country. In its formative
years, the bank had to encounter several serious problems, particularly
around the time of independence when out of its total of ten branches two
branches of Muzaffarabad and Mirpur fell to the other side of other line of
control (now Pak Administered Kashmir) along with cash and other assets
in 1947.
However the State Government came to its rescue with the
assistance of Rs. 6.00 Lacs to meet the claims however the bank stead
fatly over came its difficulties and kept growing. Following the extension of
Central Laws to the state of Jammu & Kashmir, the bank was defined as a
government company as per the provisions of Indian Companies Act 1956.
The bank has its first full time Chairman in 1971, following Social Central
measures in banks. The year 1971 was turning point for the bank on
conferment of scheduled bank status and witnessed remarkable progress
in all the vital fields of operations.
The bank was declared as A Class Bank by Reserve Bank of India
in 1976. In recognition of dominant role and exulted performance, Reserve
Bank of India appointed the bank as its agent for performing the general
banking business of the Central Government especially in maintaining
21

J&K Bank

currency chests and collection of taxes. The landmark achievements of the

bank in some important fields of operation since its inception to March
1999 are detailed below.

Mission Statement:
Committed to Earning Your Trust
From a small beginning the bank has grown big and attained
business turnover of Rs. 12940 Crores during last financial year.
Millions have placed their faith in J&K Bank, through the banks everexpanding network of branches all over the country. A significant
contribution factor for this fast growth is the trust people have reposed in
and the banks reciprocation to serve them better and coming to there
expectations in every activity.

Prime Objective:
Care and improvement in the quality of customer service with all
available hi-tech means in tune with growing needs of customer, is the
prime objective of the bank. The bank has adopted a policy of continuous
upgradation of the quality of customer service through incorporation of the
latest technology and streamlining of existing systems to meet such
challenges.

Share Capital & Reserves:

The bank was incorporated with the authorized capital of Rs.200
Lacs shares of Rs. 25/- each amounting to Rs. 50,000 Lacs. The first issue
comprised 80,000 shares amounting to Rs. 20,000 Lacs. A total number of
62716 shares of the value of Rs. 15, 67,900/ were authorized and Rs. 7.66
Lacs paid up as on 30-06-1940. The authorized capital was subsequently
reduced to 1.20 Lacs share amounting to Rs.30.00 Lacs in 1958 and latter
enhanced to 40.00 Lacs in 1992 and 80.00 Lacs in 1993 amounting to
22

J&K Bank

Rs.10.00 Crores and Rs.20.00 Crores respectively. The issue capital of

28.00 Lacs shares amounting to 7.00 Crores stands subscribed land paid
up as on March 31, 1997 Rs.28/- per share. Thus where as the paid up
capital would be increased to Rs. 48.50 Crores, simultaneously the bank
be able to earn the share premium of Rs.86.80 Crores.
The bank has paid special attention to the vital aspect since its
inception. The first reserves were created by the bank when amount of
Rs.10,000/- were transferred to the account as on 30-06-1941. The
reserves were created not only to meet the statutory requirements but also
for bad and doubtful debts and for meeting other contingencies. The free
reserves which were of the order of less than one Lac in 1944 and Rs.
7.00 Lac in 1966 stood at Rs. 42.50 Lacs in 1975 and less than one Crore
in 1979. In a span of just over 16 years the reserves have grown ten
thousand times and crossed Rs. 100 Crores mark in 1995, excluding those
held for the risk weighted assets. The Capital & Reserves of the Bank
witnessed as remarkable growth during the year 2000-2001. It increased to
Rs. 700 Crores as on March 31-03-2001 as against Rs. 528 Crores as on
31-03-2000 registering a growth of 32.44%. The statutory and other
Reserves increased to Rs. 651.41 Crores from 480.15 Crores of 31-032000.
The bank came out with unsecured non-convertible redeemable,
subordinated tier-II Bond issue of Rs. 75 Crores in December 2000. The
issue received an overwhelming response and the Bank mobilized Rs. 87
Crores against the size of Rs.75 Crores at 11.75% p.a. with tenure of 63
months.

Deposits:
The public has reposed its confidence in the standing of the bank
from its very inception and the same has been growing ever since that
23

J&K Bank

dates despite the shocks it received as a consequence of partition

because of loss of two branches within eight years. In the first year of its
operation the bank succeeded mobilizing deposits to the tune of Rs. 14
Lacs after which there was no looking back. The deposits which stood at
just over one Crores in 1949 and less than 100 Crores in 1978, grew with
amazing pace within a span of 16 years. The growth of the deposits
accelerated at an amazing pace for the decade 1980-1998, from
Rs.191.67 Crores to Rs.1046.35 Crores. Barring few occasions, the growth
rate has been more than the national average, doubling in 1991-1994 (in
just four years) despite the slag economic trends in the state due to turmoil
and difficult working conditions.
It will be in order to reveal that when all nationalized banks closed
down their offices in valley in 1990; the J&K bank alone braved against all
odds and discharged its banking services to the public at great risks. Not
only in deposits, the bank discharged its duties under those difficult
situations in all spheres and made inroads in multifarious levels in pattern
of client base. The bank performed commendably during the year by
registering the growth rate of 26.40% against the national average of
16.1%. The deposits of the bank stood at Rs.3658.14 Crores as March 31 st
1997 against the Rs. 2895.18 Crores as on 31-03-1996. the deposit base
of the bank touched new high at 11,168 Crores at the end of financial year
2000-01. The average deposits per branch work out to Rs. 30.15 Crores
against the previous year figure of Rs. 26.17 Crores. The average deposit
per employee stood at Rs.172 Lacs against Rs.150 Lacs of the previous
year.

Credit dispensation:
The J&K Bank Ltd. was established with a sole aim of improving the
economic conditions of the people of the state as then existing banks could
24

J&K Bank

not fulfill such needs because of various limitations as stated earlier. On

the vary next day of opening a loan on Rs.1.20 Lacs was granted to the
borrower. This may bee a laughable amount today but it carried a slogan
that time. The people of the state regard J&K Bank as their own bank
owing to its local orientation and characteristics and bank in turn has been
fulfilling there aspirations by spear heading the credit dispensation not only
under the normal lending schemes but also through the central and state
government sponsored schemes. The bank has been instrumental in the
economic upliftment of the people of the state which other wise would have
been difficult in view of this backwardness topographical conditions and
above all conservative attitude of other banks.
Bank has been playing its role devotedly towards the economic
development not only on domestic front but also for the foreign exchange
earnings. The bank disbursed advances to the tune of Rs.5.76 Lacs in first
year, while as the one Crores mark was achieved after 25 years only.
There after the credit disbursals gained momentum. The amount of
advances stood at 131 Crores in 1980 recorded 10-fold increase and stood
at Rs.1208 Crores at 31-03-1995. During the last two years the advance
registered an emphatic growth and wre recorded at Rs. 4763 Crores as on
31-03-2001. J&K Bank is one of the few banks which have been able to
show exemplary performance in adjusting to the rigorous prudential norms
that came into force during 1992-93.
The bank as not only enhanced the quantitative but also qualitative
approval of the credit portfolio, on some occasions the banks credit
deposit ratio and priority sector lending has exceeded the desired or
prescribed limits. Bank has not only fulfilled its commitments towards the
Government of Jammu & Kashmir but also has come to its rescue in the
hours of financial crises. The lending to the State Government has been a
constant phenomenon for the decades now and in fact upsets various
25

J&K Bank

ratios related to credit on some occasions. The bank has witnessed a

steady growth in the borrower client base, which is spread to more than
one Lacs accounts presently.
The growth in the credit portfolio is commendable particularly in the
state with vicious law and older problems because of turmoil through which
the state has passed.

Investment:
Right from the beginning the liquidity, safety and profitability
of the funds has remained and continue to be the focus of banks policies.
During the first few years, the surplus funds were kept either in current or
fixd deposit accounts with other banks. It was in the year 1944 when an
amount of ten Lacs was invested in Government securities. There after the
growth of investment portfolio has been phenomenal one. The investment
holdings of the bank have been far beyond the statutory requirements. The
total investments in government and other approved securities, bonds
debentures was to the tune of Rs.792 Crores as on 31-03-1995. During the
last few years banks investments portfolio grew at amazing pace as
investments of the ban stood at Rs.5425 Crores.
In the falling interest rate scenario, when 10 year Fixed Income
Money Market & Derivatives Association of India (FIMMDA) Bond Yield
Curve has come down from 10.85% to 10.34% during the year 2000-2001
the bank has recorded an average yield of 13.49%.
The investment portfolio is bifurcated into categories of held till
maturity available for sale and held for trading as per RBI guidelines.

Profitability:
Except for the first year of business, when bank suffered a loss of
Rs. 0.07 Lacs as on 30-06-1947, the bank has a consistent track record of
26

J&K Bank

growth and profitability. In just the second year of commencement of

business, it recorded an impressive profit of Rs.0.48 Lacs and wiped out
the losses of previous year. With excellent fund management, the profits of
the bank jumped from 177 Lacs in 1990 to 1251 Lacs in March in 1994
after providing for all the statutory and mandatory provisions.
The Bank recorded a net profit of Rs.168 Crores for the financial
year 2000-01 registering an increase of 39.44% over the last year figure of
Rs.120.17 Crores. The Banks total income at Rs.1157.28 Crores for 200001 recorded a growth of 16.93% over the previous year figure of Rs.989.72
Crores. The income per branch and per employee has increased to Rs.313
Lacs and Rs. 18 Lacs respectively from the previous figure of Rs. 275 Lacs
and Rs. 15.76 Lacs.

27

J&K Bank

Industry Profile:
Banks, organizations that carry out the business of banking, taking
deposits and then using those deposits to make loan. In essence, a bank
aims to make profit by paying depositors a lower rate of interest than the
rate the bank charges borrowers. In accounting terms, deposits are
considered liabilities (because they have to be repaid) and loans are
considered assets, though some become bad debts. Banks in most
countries are supervised by a central bank.

28

J&K Bank

Banking Origin and Development:

In the past, economic advancement was unknown consequently the
use of money for buying and selling was very much restricted with the
development of communication, economic progress and the spread of
science the use of money also expanded. The origin of modern financial
institutions can be traced to antiquity, where the individuals used to accept
money in the form of deposit and lend it to people who needed for meeting
their requirements, which may be economic or social. As time advanced
old order of lending and borrowing underwent metamorphic changes. In
fact, the innovations in the fields of transport and communications,
development of energy and manufacturing have resulted in innovations in
the sphere of banking.
According to ancient European History the Babylonians were the
earlier people to develop a systematized banking system. It is said that
temples of Babylon were used as banks and as such the temples of
Ephesus and Delphi were famous great banking institutions. The anti
religious feelings that developed afterwards led to the collapse of public
confidence in depositing money in temples and the priests seized to
perform the banking business. However after the revival of civilization and
with the development of social and economic institutions, money
transactions were also revived. It was in the 12 th century that some banks
were established in Venice and Genoa. These banks were simply receiving
deposits and lending money to the people.
The origin of modern banking may be traced to money dealers in
Florence who received money in the form of deposits and lend it to be
business people. At this time Florence was the center of money market in
Europe. In England money changing became an important function of
bankers during the reign of Edward III. Money changing refers to

29

J&K Bank

conversion of foreign coins into British money. The royal exchanger on

behalf of the crown performed this function.
Gold smiths of England prepared the ground for modern banking in
England during the period of Queen Elizabeth. The gold smiths used to
receive valuables and funds of their customers and issue receipt
acknowledging the same. These receipts in course of time became
promissory notes. The bank notes were accepted in exchange of money
and vice-verse and enjoyed considerable circulation. The gold smiths in
due course found that the depositors of money were not withdrawing as
often as possible. They realized that lending others money for a fixed
period of time was profitable. This marked the beginning of banking in
England.

Bank of England:
The bank of England started its business in 1694 with a view to
finance the government to carry on its war with France. The public distrust
for the same was also responsible for this event. The bank received
subscriptions from the people and provided loans to the government. The
government enacted a legislation called the Tomage Act to form the Bank
of England.
The Act provided certain benefit to the bank such as dealing in bills
of exchange, gold or silver bullion etc. the new bank proved for better than
the banking firms established by goldsmiths.

Modern Banking-its Evolution:

The growth of banking in England in the nineteenth century paved
the way for the establishment of systematized banking system, performed
limited functions such as receiving deposits against bank notes and then
issuing notes in the country. As time advanced, commerce and industry
30

J&K Bank

expanded and the scope of banking also expanded. Banking institutions

deal with a large number of services to customers.
The more highly developed a country is, the greater is the
instrumentality of the banker utilized to carry through commercial
transactions. From its original narrow scope and modest purpose, modern
banking has developed into such a stature that it can truly be said that in
countries such as England and United States of America, there is hardly a
business deal in which the assistance of bank is not sought for.

Foundation of Modern Banking:

Modern banking as a service institution is a large corporate giant
with large resources and multifaceted activities. Since the nationalization of
some big commercial banks in India, there has been a great surge in the
banking industry throughout the world with the number of banking offices.
The banking business today has become highly critical and
competitive between various classes of banks in offering a greater variety
of services nationally and internationally. With the growth of trade an
commerce, banks are also modernizing operations with a view to satisfying
their customers. Indian banks have also realized that to cope with
enormously increased volume of business in a timely and efficient manner
and to do effective business, like their counterparts in the western
countries, by modernizing their operations was deemed essential. Modern
banking institutions have resorted to automation by means of introducing
computers and equipment as well as the wealth of information technology.
The main aim of modernizing banking system is to improve bank
operations with a view to maintaining high standard banking. This involves
application of better management techniques. In India, class banking has
given way to mass banking thereby bringing in its fold large number of
customers.
31

J&K Bank

Banks are now looked upon as developing agents instead of

purveyors of credit to the large industries and big business companies.
More and more functions are entrusted to banks. In India, the banks apart
from providing credit to agriculture, trade, industry and commerce are
offering a good number of services to the customers such as making
pension payments to retired government servants and collection of water
and electricity bills, telephone bills, taking buy and sell decisions on behalf
of customers, managing public issues etc.
Banks today cater there services to laborers, petty wage earners,
small traders, who once approached the money lenders for a small loan,
who in turn took their gold and valuables and kept them till the loan was
repaid. The rural credit system was such that farmers were perpetually
bound to slavery that would see them moaning under the financial crisis
with mute silence. With the emergence of modern banking system, the
rural credit system with the money lender virtually collapsed. The modern
banks have developed strategies to meet the requirements of common
men in achieving economic and social development.
The arrival of banks brought about a rapid transformation in the
farms, forests and fields. A few years ago, crude tools, superstitions and
unpredictable rains would often throw rural development haywire. The
winds really have begun to blow towards the amelioration of the poor and
down trodden. The banks role in such transformations is really marvelous.

Banking Scenario In India:

The most important constituents of the money market in India are
the modern banks and the indigenous bankers. Modern market in India is
the modern banks and the indigenous bankers. Modern banking became
an effective force only after 1910. Before that the indigenous bankers
dominated the scene. Until 1860, they financed trade, acted as bankers to
32

J&K Bank

the company government collected revenue on behalf of the government,

managed the transfer of funds from one center to another, and some of
them had the monopoly as mint masters and moneychangers.
In later years, their direct contacts with the government as financiers
declined. They continued to perform other functions, albeit in a declining
proportion. The financial instrument they have popularized is humid. A
notable feature of this institution is that it functions with a personal touch
that is often lacking in modern banking.

Structure & Growth:

The growth of the modern banking business in India was negligible
till the beginning of the present century. During the second half of the 18 th
century agency houses used to perform banking business as an adjacent
to their main business. The foundation of modern banking was laid during
the early part of 19th century with the establishment of 3 presidency banks,
namely the bank of Bengal (1806), bank of Bombay (1840), and the bank
of madras (1846). During the second half of 19 th century, some exchange
banks and Indian joint stock banks were also set up in 1900. There were 9
Indian joint stock banks, 8 exchange banks and 3 presidency banks.
During the first of present century, the banking system progressed
rapidly. The world was contributed to raising the level of economic activity
and the monetary resources in the economy. In 1921, the 3 presidency
banks were amalgamated to form the imperial bank of India (IBI). Although
the RBI functioned as a quasi - central bank, the money market was with
out proper central bank until 1935, when the reserve bank of India was
established. After the establishment of RBI, the IBI used to act as the
agent of the RBI in places where the RBI did not have any offices of its
own. Similarly, even after 1935, the IBI continued to act as a banker for
other banks (to a limited extent). It used to discount hundis and grant loans
33

J&K Bank

against government securities. All these functions are now performed by

state bank of India (SBI), and the special position of SBI in the banking
system today stems from these historical antecedents.
Around 1950 the banking system in India comprised of RBI, IBI, cooperative banks exchange banks and Indian joint stock banks. Were
known as A2 banks.

34

J&K Bank

STRUCTURE OF BANKING SYSTEM IN INDIA

Indian Banking system
Reserve Bank of India

Scheduled Banks

State
Cooperative
Banks

Non-Scheduled Banks

Commercial
Banks

Central Cooperative
and Primary credit
Societies

Commercial
Banks

FOREIGN

INDIA

Public Sector
Banks

Private Sector
Banks

State Bank of India

and its Subsidiaries

Other Nationalized
Banks

Regional Rural
Banks

Fig: 1: Structure of Banking System in India

35

J&K Bank

Commercial banking:
Among all kinds of banks commercial banks are the oldest, biggest
and fastest growing financial intermediaries in India. They are also the
most important depositor of public saving and the most important
disbursers of finance. Commercial banking in India is a unique system, the
like of which exists nowhere in the world. The truth of this statement
becomes clear, as one studies the philosophy and approaches that have
contributed to the evolution of banking policy, programs and operations in
India.
The banking system in India works under a constraint that goes with
social control and public ownership. The public ownership has been
achieved in three stages: 1955, July 1969 and April 1980. Not only the
public sector banks but also the private sector and foreign banks are
required to meet targets ion respect of sectoral deployment of credit
deposit ratios. The operation of banks have been determined by lead bank
scheme, differential rate of interest scheme, credit authorization scheme,
inventory norms and lending systems prescribed by the authorities, the
formulation of credit plans and service area approach.
Commercial banks ordinarily are simple business or commercial
concerns which provide various types of financial services to customers in
return for payments in one form or another, such as interest discounts,
fees, commission and so on. Their objective is to make profits. However,
what distinguished them from other business concerns (financial as well as
manufacturing) is the degree to which they have to balance the profit
maximization with certain other principles. In India, especially banks are
required to modify their performance in profit making if that clashes with
their obligations on such areas as social welfare, social justice and
promotion of regional balance in development. In any case compared to
other business concerns banks in general have to a pay much more
36

J&K Bank

attention to balancing profitability with liquidity constraint in various areas

of their decision making and therefore they have to devote considerable
attention to liquidity management. But with banks the need for
maintenance of liquidity is much greater because of the nature of liabilities.
Banks deal in other peoples money, a substantial part of which is
repayable on demand. That is why for banks unlike other business
concerns,

liquidity

management

is

as

important

as

profitability

management.

37

J&K Bank

Table 1: Growth & Structure of Commercial Banks in India,

1951 to 1997 (Amount in Rs. Crores)
S.
No.

Variable

Number of scheduled banks

2
3

other than RRBs

Number of RRBs
Total no, of scheduled banks

4
5

(1+2)
No. of non-scheduled banks.
No. of all commercial banks

(3+4)
No. of offices of non-scheduled

banks.
Deposits of non-scheduled

8
9
10

banks.
No. of offices of RRBs
Deposits of RRBs
No. of offices of all commercial

11
12
13

banks.
Deposits of all commercial banks
Credit of all commercial banks
Investment in government
securities of all commercial

1951

1969

1986

1996

1997

92

71

79

91

101

194

196

196

92

71

273

287

297

474

14

566

85

276

290

299

1504

181

42

24

29

12846
1786

14716
13835

4151

9007

40903

63092

63724

909
272

5319
3811

119606 436956 507533

96713 262414 282702

304

1051

30553

164782 181457

banks.

There were 299 banks in 1997 as compared to 85 in 1969 and 566 in

1951. The higher number of banks in 1951 was due to the existence of a
large number (474) of non-scheduled banks (NSBs) in the year. Due to the
process of amalgamation, mergers and consolidation of banks, the number
of NSBs decided drastically to just 14 by 1969. There was some decline in
38

J&K Bank

the number of other banks also during 1951-69. Thereafter, the total
number of banks again increased to certain extent due to the setting up of
Regional Rural Bank (RRBs).
The investment in government securities by banks has grown faster
than their deposits or credit. The major part of the increase in the banking
sector has occurred during the two decades after nationalization of banks.
The Indian banks include 27 public sector banks excluding RRBs
196 RRB and 34 private sector banks. The first group includes the State
Bank of India (SBI), its associate banks (7), and other nationalization
banks (19). The 27 nationalized banks accounts for 70 percent of bank
offices in 1996, and 82 to 92 percent of bank deposits/credit during 1970 to
1996. The 34 private sector banks had 4266 offices (7 percent of the total)
in 1996. Share of foreign banks in the total bank deposits and recdit
declined during 1970 to 1996, after which it picked up again to reach the
level of 8 to 9 percent in 1996.
The new economy policy of 1991 liberalized the entry of foreign
banks and private sector Indian Banks. The establishment of latter is
encouraged now, provided they conform to the norms and guidelines
issued by the RBI for this purpose.
The banking system in India is characterized by excessive
concentration of business in a small number of scheduled public sector
banks. The banking in India as in United Kingdom is of the type called
branch banking. If we exclude RRBs, a mere 27 banks are now opening a
vast network of about 45000 branches over a vast geographical area that
is India. This concentration of banking business has been brought about
through the policy of mergers and consolidation of banks and their
government ownership. The phenomenon of branch banking has
aggravated the problem of organizational and operational inefficiency in
the banking sector. There is a need to decide on the optimum size of a
39

J&K Bank

bank in Indian conditions. Some of the banks in India have become too big
to function efficiently.

Contribution of banks to the economy of India:

Banks are playing a crucial role in the economic development of the
country. In fact, with out the development of commercial banking in the 18 th
century & 19th centuries, industrial revolution would not have taken place in
England at all. It is equally true that economic development of
underdeveloped countries depends entirely on the development of sound
commercial banking. Banking, when properly organized aids and facilitates
the growth of trade and industry and hence of national economy. In the
modern

economy,

banks

have

been

considered

as

leaders

of

development. The points following will examine how banks have been
helping in the economic development of India.
Banks render valuable services to trade and industry. Industrial
development can take place only if sufficient money is invested in
industries. The available supply of money must be put to maximum
possible use. Banks take this stupendous task by mobilizing the
savings of the people and lending the same to the traders and
industrialists.
The banks extend credit facilities to the right type of persons and assist
in the development of the right of industries. In this way banks not only
help in the industrialization of the country but they also have a say in
the type of economic development required. Expansion of bank credit
will provide more funds for the entrepreneurs start new industries,
which results in more employment and income generation. It will
increase the production of goods. On the other hand, a decline in bank
credit will boomerang crisis fall in production, unemployment etc.
commercial banks by providing funds encouraged production and
40

J&K Bank

cause an increase in national income by means of transferring surplus

resources obtained from rural sector.
The banks help in the uniform development of the different region in the
country. They help in transferring funds from one place to another.
Money from the surplus is diverted to the backward area for the
purpose of investment and development.
The mechanism of credit creation is used to expand the business.
Expansion of bank credit is followed by increase in production
employment, sales and prices. If the flow of credit is not smooth, it
jeopardized the economy. If it is artificially curtailed, it affects the normal
functioning of the economy.
Banks convert the debts of other into money. They buy debts of others,
which are not generally accepted as money. They discount bills of
exchange and pay cash.
Banks help in the capital formation. A high rate of savings and
investment constitutes capital formation. The banks mobilize the small
idle and dormant savings of the people and utilize the money for
productive purposes.
Banks have now come toe occupy a very important position on the
economy of the country. They play a very decisive role in the industrial
development of the country. Finance is the lifeblood of every economic
activity and it is supplied by the bank. The credit facilities extended by
banks must be uniform and rotational; other wise there will be haphazard
development in the country. If the powers of the banks to grant credit are
not properly used, the economy of the country is likely to be affected badly.
The flow of credit is very much like the circulation of blood. Just as the
circulation of blood has to be smooth and uniform throughout all the organs
of the human body, so also credit should flow steadily and evenly through
various sectors of economy.
41

J&K Bank

42

J&K Bank

Profile of the Respondents on the basis of age

Age
21-30
31-40
41-50

No. of Respondents
10
25
26

Percentage
13.4%
33.4%
34.6%
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J&K Bank

Above 50

14

18.6%

Pie Showing Age of the Respondents

>50
18.6%

41-50
34.6%

21-30
13.4%

31-40
33.4%

Profile of the Respondents on the Basis of Sex

Sex
Male
Female

No. of Respondents
61
14

Percentage
81.3%
18.7%

Chart Showing Sex of the Respondents

44

J&K Bank

Female
18.7%

Male
81.3%

Profile of the Respondents on the Basis of Occupation

Occupation
Employee
Business
Student
Retired
House Wife

No. of Respondents
23
32
10
5
5

Percentage
30.6%
42.66%
13.4%
6.67%
6.67%

Graph Shown the Occupation of Respondents

45

J&K Bank

45
40
35
25
20
15
10
5
0

Occupation
Percentage

Employee
30.6

Business
42.66

Student
13.4

Retired
6.67

House Wife
6.67

Profile of the Respondents on the Basis of Monthly Income

Income
<5000
5000-1000
10000-15000
>15000

No. of Respondents
12
18
24
21

Percentage
16%
24%
32%
28%

Pie Showing the Monthly Income of Respondents

>15000

<5000
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J&K Bank

28%

16%

10000-15000
32%

5000-10000
24%

Table 1.1: Shown Time Span of Respondents Banking with the Bank
S.
No.
1
2
3
4

Time Span

No. of Respondents

Percentage

1 Year
1-5 Years
5-10 Years
More than 10 Years

14
27
14
20

18.67%
36%
18.67%
26.6%

As seen from the tables 18.67% of the respondents have been

banking with the bank for 1 Year, 36% of the respondents between 1-5
Years, 18.67% between 5-10 Years, and the remaining 26.66 for more than
10 Years.

47

J&K Bank

Graph 1.1: Graph Showing Time Span of Respondents Banking with

the Bank

40%

1 Year

35%

1-5 Years

30%

5-10 Years

25%

More than 10

20%

Years

15%
10%
5%
0%

48

J&K Bank

Table 1.2: Table Showing Experience of Respondents with the Bank

S.
No.
1
2
3
4
5

Experience

No. of Respondents

Percentage

Trustworthy Bank
Customer Oriented bank
Responsive Bank
Not to your expectations
Any other

45
24
8
2
0

60%
32%
10.6%
2.6%
0%

As seen from the table it is concluded that 60% of the respondents

feel that the bank is trustworthy, 32% feel that it is customer oriented,
10.6% feel that bank is responsive and remaining 2.6% consider that it is
not up to their expectations.

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J&K Bank

Graph 1.2: Graph Showing Experience of Respondents with the Bank

Trustworthy bank
Customer Oriented Bank
60%
50%

Responsive Bank
Not to your expectations
Any Other

40%
30%
20%
10%
0%

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J&K Bank

Table 1.3: Table Showing the Response of Respondents whether the

Branch opens on time or not.

S.
No.
1
2

Response

No. of Respondents

Percentage

Yes
No

71
0

95.6%
0%

100%
80%

Percentage

60%
40%
20%
0%
Yes

No

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J&K Bank

Table 1.4(a): Table Showing the Actual Time Taken to Deposit Cash

S.
No.
1
2
3
4

Time (Min)

No. of Respondents

Percentage

10 Min
15 Min
30 Min
More than 30 Min

45
26
4
0

60%
34.6%
5.4%
0%

From the above table it is seen that 60% of the respondents reply
was that it takes 10 min. to deposit cash, 34.6% replied that it takes 15
min., 5.4% replied that it takes 30 min. to deposit cash.

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J&K Bank

Graph 1.4 (a): Graph Showing the Actual Time Taken to Deposit Cash

60%
50%

Percentage

40%
30%
20%
10%
0%
10 Min

15 Min

30 Min

More than
30 Min

53

J&K Bank

Table 1.4(b): Table Showing how much Time it Should Take to Make
Deposit.

S.
No.
1
2
3
4

Time (Min)

No. of Respondents

Percentage

1-4 min
5-8 min
9-12 min
13-16 min

10
17
42
6

13.4%
22.6%
56%
8%

As seen from the above table 13.4% of the respondent suggest that
it should take 1-4 min.to make deposit 22.6% suggest that it take 5-8 min.,
56% suggest that it should take 9-12 min. and

54

J&K Bank

Graph 1.4 (b): Graph Showing How Much Time It Should Take To
Make Deposit.

60%
50%

Percentage

40%
30%
20%
10%
0%
1-4 Min

5-8 Min

9-12 Min

13-16 Min

55

J&K Bank

Table 1.5 (a): Table Showing the Actual Time Taken to Encash Cheque
/Withdrawal form or any Other Payment Instrument.

S.
No.
1
2
3
4

Time (Min)

No. of Respondents

Percentage

10 Min
15 Min
30 Min
More than 30 Min

47
20
8
0

62.67%
26.67%
10.66%
0%

As seen from the table 62.67% of the respondents reply was that it
takes 10min. to encash cheque/withdrawal form or any other payment
instrument, 26.67% reply that it takes 15 min. and the rest 10.66% replied
that it takes 30 min.

56

J&K Bank

Graph 1.5 (a): Graph showing the Actual time Taken to Encash
Cheque/Withdrawal From or any Other

70%
60%
50%

Percentage

40%
30%
20%
10%
0%
10 Min

15 Min

30 Min

More than
30 Min

57

J&K Bank

Table 1.5 (b): Table showing how much time it should take to encash
cheque/withdrawal form or any other payment instrument

S.
No.
1
2
3
4

Time (min)

No. of Respondents

Percentage

1-5 Min
6-10 Min
11-15 Min
16-20 Min

16
45
10
4

21.4%
60%
13.2%
5.4%

From the above table it can be observed that 21.4% of the

respondents suggest that it should take between 1-5 min. to encash
cheque/withdrawal form or any other payment instrument, 60% suggest
that it should take between 6-10 min, 13.2% suggest between 11-15 min
land remaining 5.4% suggest that it should take between 16-20 min.

Graph 1.5 (b): Graph Showing how much Times it Should Take to
Encash Cheque/Withdrawal form or any other Payment Instrument

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J&K Bank

70%
60%
50%

Percentage

40%
30%
20%
10%
0%
1-5 Min

6-10 Min 11-15 Min

16-20 Min

Table 1.6(a): Table Showing the Actual Time Taken to Make a Demand
Draft

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J&K Bank

S.
No.
1
2
3
4

Time (Min)

No. of Respondents

Percentage

10 Min
15 Min
30 Min
More than 30 Min

41
24
4
6

54.6%
32%
5.4%
8%

As can be observed from the table, 54.6% of the respondents reply

that it takes 10 min. to make a demand draft, 32% replied that it takes 15
Min, 5.4% replied that it takes 30 Min and rest 8% respondents reply was
that it takes more than 30 Min.

Graph 1.5 (a): Graph Showing the Actual Time Taken to Make a
Demand Draft

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J&K Bank

70%
60%
50%

Percentage

40%
30%
20%
10%
0%
10 Min

15 Min

30 Min

More than 30 Min

Table 1.6(b): Table Showing How Much Time It Should Take To Make A
Demand Draft

S.

Time (Min)

No. of Respondents

Percentage
61

J&K Bank

No.
1
2
3
4
5
6

1-5 Min
6-10 Min
11-15 Min
16-20 Min
21-20 Min
26-30 Min

12
35
20
2
2
4

16%
16.67%
26.67%
2.66%
2.6%
5.4%

It is evident from the table that 16% of the respondents suggest that
it should take between 1-5 min to make a demand draft, 46.67% suggest
that it should take between 6-10 min, 26.67% suggest between 16-20 min,
another 2.6% suggested between 21-35 min and the remaining 5.6
suggest that it should take between 26-30 min.

Graph 1.6 (b): Graph Showing How Much Time it Should Take to Make
a Demand Draft

50%

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J&K Bank
45%
40%

1-5 Min

35%

6-10 Min

30%

11-15 Min

25%

16-20 Min

20%

21-25 Min

15%

26-30 Min

10%
5%
0%

Table 1.7 (a): Table Showing Actual Time Taken to Send a Telegraphic
Transfer

S.
No.
1
2
3

Time (Min)

No. of Respondents

Percentage

10 Min
15 Min
30 Min

16
14
27

21.4%
18.6%
36%
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J&K Bank

More the 30 Min

16

21.4%

From the above table it is clear that 21.4% of the respondents reply
was that it takes 10 Min to send a telegraphic transfer 18.6% replied that it
takes 15 min, 36% replied that it takes 30 min, another 21.4% respondents
reply that it takes more than 30 min and the rest 2.6% respondents have
not replied the question at all.

Graph 1.7 (a): Graph Showing Actual Time Taken to Send a

Telegraphic Transfer

70%

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J&K Bank
60%
50%

Percentage

40%
30%
20%
10%
0%
10 Min

15 Min

30 Min

More than 30 Min

Table 1.7 (b): Table Showing How Much Time it Should take to Send a
Telegraphic Transfer

S.
No.
1
2
3
4

Time (Min)

No. of Respondents

Percentage

156-10
11-15
16-20

7
20
20
10

9.4%
26.6%
26.6%
13.4%
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J&K Bank

5
6

21-25
26-30

0
14

0%
18.6%

From the above table it can be seem that 9.4% of the respondents
suggest that it should take between 1-5 min, to send a telegraphic transfer,
26.6% suggest between 6-10 min another 26.6% between 11-15 min,
13.4% suggest that it should take between 26-30 min for the same.

Graph 1.7 (b): Graph Showing How Much Time it Should Take to Send
a Telegraphic Transfer

50%
45%
40%

1-5 Min

35%

6-10 Min

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J&K Bank
30%

11-15 Min

25%

16-20 Min

20%

21-25 Min

15%

26-30 Min

10%
5%
0%

Table 1.8 : Table Showing The Actual Time Taken to get the Payment
of Outstation Cheque

S.
No.
1
2
3
4
5

Time

No. of Respondents

Percentage

One Week
Two Week
Three Weeks
One Month
More than one Month

40
27
2
2
2

53.4%
36%
2.67%
2.66%
2.67%

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J&K Bank

It can be observed from the above table that 53.4% of the

respondents reply was that it takes one week to get the payment of
outstation cheque, 36% replied that I takes two weeks, 2.67% replied that
it takes three weeks another 2.66% respondents reply was that it takes
one month, 2.67% replied that it takes more than one month and the
remaining 2.6% respondents have not replied to the question at all.

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J&K Bank

Graph 1.8 : Graph Showing the Actual Time Taken to get the
Payment of Outstation Cheque

80%
70%
60%

Percentage

50%
40%
30%
20%
10%
0%
One
Week

Two
Week

Three
Week

One
Month

More than
One month

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J&K Bank

Table 1.9(a): Table Showing the Actual Time Taken to get the Payment
of Local Cheque

S.
No.
1
2
3
4

Time

No. of Respondents

Percentage

3 days
5 days
One week
More than one week

57
10
6
0

76%
13.4%
8%
0%

From the above table it Is evident that 76% of respondents reply was
that it takes 3 days to get the payment of the local cheque, 13.4% replied
that it takes 5 days, another 8% respondent replied that it takes one week
and the remaining 2.6% respondents have not replied the question at all.

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J&K Bank

Graph 1.9 : Graph Showing the Actual Time Taken to get the
Payment of Local Cheque

80%
70%
60%

Percentage

50%
40%
30%
20%
10%
0%
3 Days

5 Days

One Week

More than One Week

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J&K Bank

Table 1.9 (b): Table Showing How Much Time it Should take to get the
payment of local cheque.

S.
No.
1
2
3
4

Time

No. of Respondents

Percentage

1 day
2 day
3 day
5 days

15
20
36
2

20%
26.67%
48%
2.67%

It can be observed form the table that 20% of the respondents

suggested that it should take 1 days to get the payment of a local cheque,
26.67% suggest that it should take 2 days, another 48% respondents have
suggested that it should take 3 days, 2.67% respondents suggestion is that
it should take 5 days, and remaining 2.66% respondents have not replied
the question at all.

Graph 1.9 (b) : Graph Showing How Much Time it Should Take to Get
the Payment of Local Cheque.
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J&K Bank

50%
45%
40%
35%
30%

Percentage

25%
20%
15%
10%
5%
0%
1 Days

2 Days

3 Days

5 Days

Table 2.1 (a): Table Showing the Actual Time Taken to get a Loan.
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J&K Bank

S.
No.
1
2
3
4
5

Time

No. of Respondents

Percentage

3 Days
One Week
Two Week
One Month
More Than One Month

26
22
20
2
0

34.6%
29.4%
26.67%
2.67%
0%

It can be observed form the table that 34.6% of the respondents

reply was that it takes 3 days to get a loan, 29.4% replied that it takes one
week, 26.67% respondents replied that it takes two weeks, 2.67% reply
was that it takes one month and the remaining 6.66% respondents have
not replied that question.

Graph 2.1 (a) : Graph Showing the Actual Time Taken to get a Loan

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J&K Bank

50%
45%
40%
35%
30%

Percentage

25%
20%
15%
10%
5%
0%
3 Days 1 Week 2 Weeks 1 Month More than
1 month

Table 2.1 (b): Table Showing How Much Time it Should take to get a
Loan.

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J&K Bank

S.
No.
1
2
3
4

Time

No. of Respondents

Percentage

1-4 day
5-8 day
9-12 day
13-16 days

25
20
20
5

33.33%
26.67%
26.67%
6.66%

33.33% of respondents felt that the loan should be given between 14 days, whereas 26.67% felt it should be given between 5-8 days, another
26.67% suggested 9-12 days, 6.66% of the respondents suggested
between 13-16 days and the rest 6.67% did not respond to the question at
all.

Graph 2.1 (b) : Graph Showing How Much Time it Should Take to Get
Loan.

50%
45%
40%

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J&K Bank
35%
30%

Percentage

25%
20%
15%
10%
5%
0%
1-4 Days 5-8 Days

9-12 Days 13-16 Days

Table 2.2: Table Showing the Level of Information Received by the

Customers.

S.
No.
1
2

Information
Cheque Bounced
Interest Rate Revised

Response
Yes
No
36
39
32
43

Percentage
Yes
No
48.0%
52.0%
42.6%
57.4%
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J&K Bank

New Product Introduced

34

41

45.4%

54.6%

From the table it is seen that 48% of the respondents of the

respondents are being informed about the bouncing of their cheques and
remaining 52% dont get any information.
Also it is seen that only 42.6% respondents get information about
the revision of interest rates and remaining 57.4% dont get at all.
Also it is seen that only 45.4% respondents get information about
the introduction of new products in the bank and the rest 55.4% dont get
the information.

Graph 2.2 : Graph Showing the Level of Information Received by the

Customer.

90%
80%
70%
60%

Percentage
Yes
No

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J&K Bank
50%
40%
30%
20%
10%
0%
Cheque
Bounced

Interest Rate
Revised

New product
Introduced

Table 2.3: Table Showing the Opinion of Respondents About the

Layout and Other Amenities at the Branch Premises.

S.
No.

Opinion

No. of
Respondents

Percentage

1
2
3
4
5

Excellent
Good
Average
Poor
Do not know

36
28
8
3
0

48%
37.4%
10.6%
4%
0%
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J&K Bank

The layout and branch amenities is excellent was felt by 48% of

respondents, 37.4% felt it is good, whereas 10.6% rated average poor was
the reply of 4% of respondents.

Graph 2.3 : Graph Showing the Opinion of Respondents About the

Layout and Other Amenities at the Branch Premises

50%
45%
40%
35%
30%
25%
20%
15%

80

J&K Bank
10%
5%
0%

Excellent

Good

Average

Poor

Do not know

Table 2.4: Table Showing the Opinion of Respondents How to Make

Waiting Time Pleasurable.

S.
No.

Opinion

No. of
Respondents

Percentage

Make available sufficient

31

41.4%

sitting place
Keep magazines/News

26

34.6%

3
4

Papers
Run Music
Video Displays

20
8

26.6%
10.6%

Highest no. of respondents i.e. 41.4% felt that sufficient sitting place
is needed to make waiting time pleasurable, whereas 34.6% felt

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J&K Bank

magazines/newspapers should be kept, running music was the reply of

26.6% and 10.6% felt video display is ideal.

Graph 2.4 : Graph Showing the Opinion of Respondents how to Make

Waiting Time Pleasurable

50%
45%
40%
35%
30%
25%
20%
15%
10%

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J&K Bank
5%
0%

Make available sufficient sitting place

Keep Magazines/newspaper
Run Music
Video Displays

Table 2.5: Table Showing the Various Schemes Availed by the

Respondents

S.
No.

Schemes

No. of
Respondents

Percentage

Saving A/c deposit

59

78.6%

2
3

Scheme
Golden Deposit Scheme
Childcare Deposit

2
4

2.6%
5.4%

Scheme
Multi Benefit Saving

5.4%

Deposit Scheme
Cash Certificate

16

21.4%

Scheme
Fixed Deposit Receipt

20

13.4%

7.

A/c
Monthly Yield Deposit

0%
83

J&K Bank

Scheme
The highest no of respondents i.e. 78.6% have availed Savings A/c
deposit Scheme, 2nd highest i.e. 21.4% have availed Cash Certificate
Scheme, 13.4% have availed for Fixed Deposit Receipt A/c, Whereas
5.4% have availed both Childcare Deposit Scheme and Multi benefit
saving Deposit Scheme, and no one had availed Monthly Yield Deposit
Scheme.

Graph 2.5: Graph Showing the Various Schemes Availed by the

Respondents

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

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J&K Bank

Saving A/c deposit Scheme

Golden Deposit Scheme
Childcare Deposit Scheme
Multi Benefit Saving Deposit Scheme
Cash Certificate Scheme
Fixed Deposit Receipt A/c
Monthly Yield Deposit Scheme

Table 2.6: Table Showing the Various Loan Products Availed by

Customers

S.
No.

Loan

No. of
Respondents

Percentage

Housing Finance

10

13.4%

2
3
4
5
6

Scheme
Consumer Loan
Consumption Loan
Educational Loan
Car Loan
All of these

16
18
0
10
14

21.4%
24%
0%
13.4%
15.6%

AS per the table 24% of respondents have availed consumption

loans, 13.4% availed housing finance scheme, 21.4% and 13.4% have
availed consumer loans and car loans respectively and 15.6% have
availed all of the above. 21.4% have not at all responded to the question.

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J&K Bank

Graph 2.6 : Graph Showing the Various Loan Products Availed by

Customer

50%
45%
40%
35%
30%
25%

Percentage

20%
15%
10%
5%
0%

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J&K Bank

Table 2.7: Table Showing the Various Sources of Getting Knowledge

About the Products/Services Offered by Bank

S.
No.

Sources

No. of
Respondents

Percentage

1
2
3
4
5
6

Branch
Electronic Media
Print Media
Friends/Relatives
Internet
Any Other

40
14
4
12
2
0

53.4%
18.6%
5.4%
16%
2.6%
0%

As evident from the table the major source of information is branch

(53.4%), the 2nd major source is electronic media (18.6%), whereas
friends/relatives stands at 16% print media and internet accounts for 5.4%
and 2.6% respectively, 2.6% of respondents have not replied the question.

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J&K Bank

Graph 2.7 : Graph Showing the Various Sources of Getting

Knowledge About the roducts/Services Offered by Bank

60%
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Branch
Electronic Media
Print Media
Friends/Relatives
Internet
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J&K Bank

Any Other

Table 2.8: Table showing ATM Service Availed by the Respondents

S.
No.

Response

No. of
Respondents

Percentage

1
2

Yes
No

44
31

58.6%
41.4%

As per the table it is observed that 58.6% of the respondents have

availed ATM Service and the remaining 41.4% have not.

Pie 2.8: Pie Showing ATM Service Availed by the Respondents

41.4 %
Yes
No

58.6%

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J&K Bank

Table 2.9: Table Showing Various Bottlenecks in Gathering

Information About Bank Products/Services

S.
No.

Bottlenecks

No. of
Respondents

Percentage

Indifference of Bank

16

21.4%

Officials
Difficult Access to

2.6%

Branch Office
Lack of Proper

47

62.2%

Advertisement
All of these

10

13.4%

As per the table lack of advertisement is the main bottleneck in

gathering information about bank products/services which stands at
62.2%, the 2nd major bottleneck is indifference of bank officials (21.4%).
The difficult access to branch officials stands at 2.6% 13.4% of
respondents feel that all the above are responsible.

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J&K Bank

Graph 2.9: Graph Showing Various Bottlenecks in Gathering

Information About Bank Products/Services

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

Indifference of Bank Officials

Difficult Access to Branch Officials
Lack of Proper Advertisement

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J&K Bank

Table 3.1: Table Showing Various Reasons for not Availing the
Products of the Bank

S.
No.

Reasons

No. of
Respondents

Percentage

Indifference of Bank

14

18.67%

2
3

People
Complicated Formalities
Slow pace of Processing

23
24

30.67%
32%

Applications
Any Other

0%

It can be seen form the table that 18.67% of the respondents felt that
Indifference of bank people is the main reason for not availing products of
the bank, 30.67% felt that complicated formalities are the reason, whereas
32% felt that slow pace of processing applications is the reason and the
rest 18.66% have not replied the question at all.

Graph 3.1: Graph Showing Various Reasons for not Availing the
Product of the Bank
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J&K Bank

50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Indifference of Bank People

Complicated formalities
Slow Pace of Processing Applications
Any Other

Table 3.2: Table Showing the Opinion of Respondents about the

Attitude of Banks Staff

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J&K Bank

S.
No.

Opinion

No. of
Respondents

Percentage

1
2
3
4
5

Excellent
Good
Satisfactory
Poor
Very Poor

34
23
16
2
0

45.33%
30.67%
21.33%
2.67%
0.0%

From the above table 45.33% of the respondents opinion was that
the attitude of the bank staff is excellent, 30.67% and 21.33% felt that it is
good and satisfactory respectively, whereas 2.67% opinion was that it is
poor and 0.0% was that in case of Very Poor.

Pie 3.2: Pie Showing the Opinion of Respondents about the attitude
of Banks Staff

94

J&K Bank

21.33 %

2.67% 0.00%

45.33%

30.67%

Excellent
Good
Satisfactory
Poor
Very Poor

Table 3.3: Table Showing Awarness of Respondents About the

Childcare Deposit Scheme.

S.
No.

Response

No. of
Respondents

Percentage
95

J&K Bank

1
2

Yes
No

45
30

60%
40%

It can be observed from the table that 60% of the respondents where
aware about childcare deposit scheme and the remaining 40% were
unaware.

Pi e3.3: Pie Showing Awareness of Respondents About the Childcare

Deposit Scheme.

40%

60%
Yes

No

Table 3.4: Table Showing the Percentage of Respondents Reporting

their Problem.

S.
No.

Report

No. of
Respondents

Percentage

1
2

Yes
No

62
13

82.6%
17.4%
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J&K Bank

As per the Table 82.6% of the respondents report their problems

while transacting with the bank and the remaining 17.4% dont report at all.

Pie 3.4: Pie Showing the Percentage of Respondents Reporting their

Problem.

82.6%

17.4%
Yes

No

97

J&K Bank

FINDINGS
Majority of the respondents have been banking with the bank between
1-5 years (36%), the second highest No. (26.6%) have been banking
for more than 10 Years. The 18.67% have been banking between 510 years and the remaining 18.67% for 1 year.

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J&K Bank

60% of the respondents experience with the bank is that the bank is
trustworthy and 32% consider it customer oriented and another
10.6% as responsive bank. The remaining 2.6% felt that the bank is
not up to their expectations.
94.6% of the respondents have replied that the branch opens on time
and works up to specified business hours. The remaining have not
responded to the question.
Majority of the respondents (60%) reply was that it takes 10 minutes to
deposit cash. The second major respondents (34.6%) replied that it
takes 15 minutes and the remaining 5.4% replied that it take 30
minute.
62.67% respondents have replied that it takes 10 minutes to encash
cheque/withdrawal form or any other cash instrument. 26.67%
replied 15 minutes the remaining replied that it takes 30 minutes.
54.6% respondents have replied that 10 minutes to make a demand
draft 32% respondents reply was that 15 minutes, 8% replied that it
takes more than 30 minutes and the remaining 5.4% replied 30
minutes.
53.4% of the respondents halve replied that it takes one week to get
payment of outstation cheque, 36% replied two weeks. Three weeks,
one month and more than one month have been replied by 2.67%
respondents each.

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J&K Bank

The majority of respondents (76%) have replied that it takes 3 days to

get the payment of a local cheque. 13.4% replied that it takes 5
days, 8% respondents reply was that it takes one week and the rest
2.6% have not responded at all.
34.6% respondents have replied that it takes 3 days to get a loan.
29.4% respondents reply was one week, 26.67% replied two weeks
and 2.67% replied one month. The remaining 6.66% respondents
have not replied the question at all.
52% respondents reply was that they dont get any information when
their cheque is bounced and the remaining 48% replied that they
get.
57.4% of the respondents reply was that they dont get information on
the revision of interest rates. The remaining 42.6% replied that they
get the information.
54.6% respondents reply was that they dont get the information about
a new product being introduced. The remaining 45.5% replied lthat
they get the information.
AS analyzed form the study, majority of the respondents (48%) opinion
about the layout and amenities at the branch premises was that it is
excellent, 37.4% replied that it is good, 10.6% respondents reply
was that it it average and the remaining 4% respondents opinion
was that it is poor.

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J&K Bank

Most of the respondent have replied that they spend their waiting time
by sitting idle and some replied that they spend by walking in the
branch premises.
41.4% of the respondents have replied that in order to make waiting
time pleasurable sufficient sitting place should be made available.
34.67%

replied

to

keep

magazines/newspapers,

26.67%

respondents reply was to run music and the remaining 10.6% replied
video displays.
Most of the respondents (78.6%) have availed savings Account Deposit
Scheme. The second majority (21.4) have availed cash certificate
scheme, 13.4% have availed fixed deposit receipt account, the
remaining schemes have been availed by only few respondents.
24% respondents have availed consumption loan, 21.4% have availed
consumer loan. Housing finance scheme and car loan been availed
by 13.4% respondents each, 18.6% have availed all of the loan
schemes.
Majority of the respondents (53.4%) have replied that they get the
information about the various products/services offered by the bank
from the branch office, 18.6% respondents reply was electronic
media 16% replied friends/relatives. Print Media and internet
account for 5.45% and 2.6% respectively.
58.6% of the respondents have availed the ATM services offered by the
bank and the remaining 41.4% have not. The ones who have availed
the service have rated it excellent.
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J&K Bank

The reasons for not availing the service according to the respondents are:
1.

The minimum amount to be deposited is 10000, which is more

according to the respondents.

2.

The withdrawal amount is less.

Majority of the respondents (62.6%) have replied that lack of proper

advertisement is a major bottleneck in gathering information about
the products/services offered by the bank. 21.4% replied indifference
of bank officials.
32% of the respondents have replied that slow pace of processing
applications is a reason for not availing the products of the bank.
30.67% respondents reply were complicated formalities and 18.67%
replied indifference of bank people.
From the study, it was concluded that 45.4% of the respondents rate
the attitude of bank staff as excellent, 30.6% rated it as good, 21.4%
as satisfactory and 2.6% as poor.
60% of the respondents replied that they were aware about the recently
launched childcare deposit scheme and the remaining 40% were not
aware.
Majority of the customers (82.6%) report their problems, the remaining
do not.
They report both to the branch manager and frontline staff. The
experience when they report to branch manager is foods According to the
respondents the branch managers are very cooperative. Also frontline
staffs attitude in solving problems is satisfactory.

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J&K Bank

103

J&K Bank

RECOMMENDATIONS

As found most of customers remain loyal to the bank once it starts

transacting. This shows that the service provided by the bank is
good, so they need to keep it up.

As seen most of the customers have positive experience with the

bank. But it is suggested that they should improve their service level
so that the customers who are not currently happy with the service
104

J&K Bank

also become satisfied. For this the bank needs to be more

customers oriented.

The bank needs to maintain their consistency on opening the branch

at time and working for specified business hours.

As majority of the respondents suggest (56%) that it should take

between 5-8 minutes to deposit cash. So the bank should work hard
to meet this requirement. Then only they can satisfy their customers.

Since majority of the respondents (60%) suggest that it should take

6-10 minutes to encash cheque/withdrawal form or any other cash
instrument. For this the bank staff need to increase their efficiency.

The suggestion drawn from the respondents is that it should take

between 6-10 minutes to make a demand draft, but currently the
banks efficiency is not up to the mark, which they need to increase
to meet their customer expectations.

The bank needs to increase the efficiency in sending a telegraphic

transfer. Also the bank needs to increase their efficiency in payment
for local as well as outstation cheques, because the money has time
value. So, it is better to as possible in order to delight your customer.

In case of giving loans presently the bank is meeting the

expectations of customers. They are suggested to improve on that
also.

105

J&K Bank

The information level received by the customers is very low. The

bank needs to concentrate on it. They should be informed about
their accounts at least once in fortnight and should also be informed
about the provision of interest rates.

Presently, the layout and amenities at branch premises is good. The

bank is suggested to maintain it and also improve the conditions of
branches that presently are not meeting the requirements.

The bank should keep magazines/newspapers in the branch

premises so that the customers can spend their idle time while
waiting. Mostly they should keep magazines related to business and
sports. Also the bank should increase the sitting place so that the
customers need not to walk.

The bank needs to increase the awareness among the customers

about the various deposit schemes offered by the bank. For this they
should increase their communication through advertising and
publicity.

The bank should also increase awareness about the various loans
offered by it. The most emphasis should be given on housing finance
scheme, car loan and also educational loan.

The bank should also increase their communication through

electronic and print media because there surcease having highest
reach.

106

J&K Bank

Today internet is also a good source of reaching the customers, so

bank should make advertisements in that also. According to me I
have never seen an advertisement of J&K Bank on TV.

The bank needs to maintain consistency in providing ATM Services

as it has been rated good by the customers who have availed the
service. Also the minimum amount to be deposited should be
reduced to be withdrawn should be increased so that the customers
who have not availed the service will also avail.

The bank should also simplify the formalities but not compromising
on the legality part of it. This will help in increasing efficiency to
process applications which is a main cause of customers not
availing the services offered by the bank.

The attitude of banks staff towards customers is good. They need to

maintain and also improve it.

The bank is suggested that whenever they launch any new scheme,
they should also launch a promotional campaign, so that the people
will get information about that scheme.
From the whole study, came to the conclusion that most of the

customers are satisfied with the bank. New the banks effort should be to
satisfy the customers who presently are not satisfied, because a satisfied
customer will till only three persons about your good deeds but a
dissatisfied customer will tell eleven persons not to work with the bank.
So, it is advised to the bank to maintain and also improve the level of
their services, because continuous inurnment is one of the necessities to
107

J&K Bank

survive in this ever changing world. Nothing is constant in this world than
change.

BIBLIOGRAPHY
BOOKS:
1. Forler massnick; customer is the CEO (1997), American
Management Association.
2. L.M. Bhole, Fincial Institution and Markets (1999, 3rd Edition), Tata
Mc Graw Hill, New Delhi.
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3. Reddy and Appaniah, Theory And Practice of banking (2000),

Himalaya Publishing House, Bangalore.

OTHER PUBLISHED SOURCES:

Company Prospects, Annual Reports & Records of the Company.
COMPANY WEBSITE:
www.jammuandkashmirbank.com

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QUESTIONNAIRE
Dear Customer,
The following questionnaire has been aimed at knowing your
satisfaction level. You are requested to respond fairly to the questions and
guide the bank in developing strategies for serving you better.
Personal Profile:
Age

_____________
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Sex

_____________

Occupation

_____________

Monthly Income

_____________

1]

2]

How long you have been banking with the J&K Bank?
a.

1 Year

b.

1 5 Year

c.

5 10 Years

d.

Over 10 Years

What is your experience with the bank?

a. Trustworthy bank.
b. Customer oriented bank
c. Responsive bank
d. Not to your expectations
e. Any other (please specify)____________________

3]

Whether the branch opens on time and works upto specified

business hours? Yes/No____________

4]

How much time it take to deposit cash?

a. 10 minutes
b. 15 minutes
c. 30 minutes
d. More than 30 minutes

5]

in your opinion, how much time the service should take___________

6]

How much time it takes to encash cheque/withdrawal form/or any

other payment instruments?
a. 10 minutes
b. 15 minutes
c. 30 minutes
d. More than 30 minutes

7]

In your opinion, how much time service should take___________

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8]

How much time it takes to make a demand draft?

a. 10 minutes
b. 15 minutes
c. 30 minutes
d. More than 30 minutes

9]

How much time it takes to send a telegraphic transfer?

a. 10 minutes
b. 15 minutes
c. 30 minutes
d. More than 30 minutes

10]

In your opinion, how much time the service should take_________.

11]

How much time it takes to get the payment for outstation cheque?
a. One Week
b. Two Weeks
c. Three Weeks
d. One month
e. More than one month

12]

13]
14]

How much time it takes to get the payments for local cheque?
a. 3 days
b. 5 days
c. One week
d. More than one week
In your opinion, how much time the service should take__________.
How much time it takes to get any of the loans given in Q.No. 16?
a. 3 days
b. One week
c. One month
d. More than one month
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15]
16]

17]

18]

19]

In your opinion, how much time the service should take__________.

Whether you are being informed, if
a. A cheque is bounced
(Yes/No)
b. Interest rates are revised. (Yes/No)
c. New product is introduced. (Yes/No)
How do you like layout and other amenities at the branch premises?
a. Excellent
b. Good
c. Average
d. Poor
e. Do not know
How do spend the waiting time at the branch, please specify?
______________________________________________________
______________________________________________________
In your opinion what should be done to make your waiting time
pleasurable?
a. Make available sufficient sitting place
b. Keep magazines/newspapers
c. Run music
d. Video displays

20]

J&K bank offers a number of deposit schemes for the general,

public. Which of the scheme/s have availed of? (tick the relevant
ones).
a. Savings a/c deposit scheme.
b. Golden deposit scheme
c. Childcare deposit scheme
d. Multi-benefit saving deposit scheme
e. Cash certificate scheme
f. Monthly yield deposit scheme

21]

Which one of the loan products have you availed of?

a. Housing finance scheme
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b.
c.
d.
e.
f.

Consumer loan
Consumption loan
Educational loan
Car loan
All of the above

22]

What are the various sources through which you get the information
about the products/services offered by the bank?
a. Branch
b. Electronic media
c. Print media
d. Friends/relatives
e. Internet
f. Any other (specify)___________

23]

Are you availing ATM services (yes/No)?

a. If yes, how do you liked the services_____________________
b. If no, what are the reasons for not opting the services_______
_________________________________________________

24]

What do you feel are the bottleneck in gathering the information of

the bank products?
a. Indifference of bank officials
b. Difficult access to branch officials
c. Lack of proper advertisement
d. All of these

25]

What are the reasons for not availing the products offered by the
bank?
a. Indifference of branch people
b. Complicated formalities
c. Slow pace of processing applications
d. Any other (specify)_____________
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26]

27]

28]

29]

How do you rate the attitude of banks staff towards you as a

customer?
a. Excellent
b. Good
c. Satisfactory
d. Poor
e. Very poor
Recently childcare deposit scheme was introduced by the J&K bank.
Do you have sufficient information about this scheme?
a. Yes
b. No
Do you report your problems while transacting with the bank
(Yes/No)? if yes,
a. To whom do you report________________________
b. What is your experience when you report to the branch
manager?
____________________________________________________
c. What is your experience when you report to frontline staff?
____________________________________________________

Any other suggestion_____________________________________

______________________________________________________
______________________________________________________

Signature _________________
Name

_________________

Address

_________________

A/c

_________________
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Branch

_________________

Thank You

116