GENDER-WISE DISTRIBUTION

1. Gender [ ]
A. Male B. Female
TABLE: 4.1

Gender
Area Total
Male Female

Gender Urban 32 18 50

Rural 34 16 50

Metropolitan city 35 15 50

Total 101 49 150

Source: Primary Data

Graph:

100%
90%
80%
70%
60%
50%
Female
40%
Male
30%
20%
10%
0%
Urban
Rural
Metropolitan city

Interpretation:

It can be seen from table 4.1 that out of the 50 respondents of urban area, 32
were male customers and 18 female customers, and out of the 50 respondents of rural
area, 34 were male customers and 16 female customers, and out of the 50 respondents
of Metropolitan city, 35 were male customers and 15 female customers respectively.
 AGE-WISE DISTRIBUTION

2. Age: [ ]
A. Below 20 B.20 to 25 C.25 to 35 D. Above 35
Table 4.2

Age Group
Total
Area Below 20 20 to 25 25 to 35 Above 35

Urban 8 24 11 07 50
AGE
Rural 6 22 2 20 50

Metropolita
11 15 8 16 50
n city

Total 25 61 21 43 150

Graph:

35
30
25
20
15
10
5
0
Urban
Rural
Metropolitan city

Interpretation:

The above analysis reveals that the maximum number of customers belongs to
the age group of 20-25 years in rural and urban area & Metropolitan city.
 AREA-WISE DISTRIBUTION

TABLE: 4.3

area Total

Urban 50

Rural 50

Metropolitan city 50

Total 150

100%
90%
80%
70%
60%
50%
Column1
40%
Area
30%
20%
10%
0%
Urban
Rural
Metropolitan city
Man is a social being existing within a society. Each society has its own sets of values,
beliefs and culture, which will have a bearing on the behavior of its members i.e., the
customers. The sample has chosen Urban, rural & Metropolitan cites each 50
customers.

EDUCATIONAL BACKGROUND OF THE CUSTOMERS

4. Educational Qualification: [ ]
A. No education B. Primary C. Secondary D. Post Graduate
TABLE: 4.4

Education

area No
Primary Secondary PG Total
education

Urban 2 4 22 22 50

Rural 6 17 24 3 50

Metropolitan
3 9 14 24 50
city

Total 11 30 60 49 150
 100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Urban
Rural
Metropolitan city

It can be understood from the above that a large proportion of the customers had
education of either Secondary or PG in urban areas and while more had education in
metropolitan cities. The reason behind this may be the increasing literacy levels in the
country especially in the urban areas, increasing woman education and growing
importance of higher education in the society. Hence, they are likely to be more aware
of banking related products and effective utilization of the available banking facilities.

OCCUPATIONAL BACKGROUND OF THE CUSTOMERS

5. Occupation: [ ]
A. Agriculture B. House wife C. Employment
D. Business E. Others
TABLE: 4.5

Occupation
area Total
Agriculture House wife Employment Business Others

Urban 11 14 16 7 2 50

Rural 26 7 9 4 4 50

Metropolitan 50
4 9 18 12 7
city

Total 41 30 43 23 13 150
 100%
90%
80%
70%
60% Others
50% Business
40% Employment
30% House wife
20% Agriculture
10%
0%
Urban
Rural
Metropolitan city

Occupation is an important socio-economic variable which decides one’s social,

cultural and economic status. A person’s occupation has a direct effect on his choice of
goods and services. People having higher level occupations and elite professions are
more quality conscious and take their products. In this background an attempt has been
made in the study to know the occupational background of the Customers. The
occupational background of the customers has been broadly classified into five
categories, such as agriculture, house wives, Employment, business, and others.

6. Which banking sector’s services do you avail?

Table 4.6: banking sectors services which the respondents avail.

Banking sector No: of Respondents

Public 62

Private 67

Both 21

Total 150
 80

70

60

50

40
Column1
30

20

10

0
Public Private Both

Graph 1: Banking Sector’s services which the respondents avails

INTERTRETATION:-It was found that most of the respondents were availing

services of private sectors banks while those of the public sector banks were less as
compare to public sector. The reason behind this is that the services provided by private
bank is much better than public bank and customer satisfaction is also more in private
bank.

7. Which type of account do you have in the public sector as well as Private sector
banks

Table 4.7 Number of type of account held in Public sectors banks

Type of Accounts

Name of Savings Current Demat Fixed Salary

account deposit

Total no: of 65 15 11 15 34
respondents
 70

60

50

40
Series 1
30

20

10

0
Savings Current Demat Fixed deposit Salary

Graph Number of type of accounts held in Public sector banks

Analysis: 50% people own Saving Account, 15% own Current account, 6% demat,
15% fixed deposits account and 14% salary Account

Interpretation: It was found that in case of public sector banks, maximum number of
account holders owns Saving Account. After saving account most prefer account is
salary account prefer by people and the next priority goes to fixed deposits Accounts.
The reason behind this is that public bank provides more interest on savings then the
other private sector bank.

8. The basic purpose of this question was to know the most preferred bank.

Table 4.8. Number of respondents preferring different banks

Name of Banks No: of respondents

SBI Bank 34

Bank of Baroda 16

Union Bank of India 19

Punjab National Bank 12

 ICICI Bank 22

HDFC Bank 21

Axis Bank 18

Others 08

40
35 34

30
25 22 21
20 19 18
16
15 12
10 8
5
0
0
Name of SBI Bank Bank of Union Punjab ICICI Bank HDFC Axis Bank Others
Banks Baroda Bank of National Bank
India Bank

Series 1

Interpretation: From above graph, it is seen that 26% stake of the respondents follows
to SBI bank followed by ICICI bank. It is the bank which provides 12-hour banking.
Also the ATM machine is more as compared to the other private sector banks.The
reason for preference of public sector bank is the minimum amount of deposit for
saving account and the better interest rate on saving account then the other private
sector bank. However ICICI bank is too close to SBI bank giving a great competition to
public sector bank.

9. Reasons for their preference in different banks

Table 4.9:- Reason for account in different banks

Reason No: of Respondents

Friendly behaviour of the staff 56

Reliability/trust 34

Quick & fast services 45

location 15
 56

45

34

15

Friendly behaviour of Reliability/trust Quick & fast services Location

the staff

Graph :-Reasons for account in different banks

Interpretation: By analyzing this graph, we can conclude that most of the people are
influenced by the quick and speedy services provided by the bank and location is given
less preference than others. However now day’s banks are easily available in every
location so, now a day’s customers are giving more importance to fast services and
friendly behaviour of staff.

10. The facilities they were availing in public as well as private sector banks

Table 4.10 Number of people availing different facilities at public sector banks:

Facilities availed No: of respondents

ATM/debit card 70
Demat 15
Internet/mobile/phone banking 45
Insurance 20
 Facilites
80
70
60
50
40
30
20
10
0
ATM/Debit card Demat Internat/mobile/phone Insurance
banking

Facilites

Graph: Number of people availing different facilities at public sector banks

Interpretation: From the above graph, it was found that in both public and private
sector banks ATM/Debit cards services are mostly used by the people then insurance and
internet services. The reason behind is the use of more online shopping, online payment
of bill, swapping of cards by costumers are increasing at a faster rate so, the demand for
ATM/Debit card is increasing day by day.

11. Satisfaction level they were having with their banks overall performance:-

Public sector banks and Private sector banks

Table 4.11 Satisfaction level of the customers regarding the facilities availed from
the public sector banks

Level of satisfaction No: of respondents

Excellent 55
Satisfied 40
 Very good 25
Good 30

Satisfaction
60

50

40
Satisfaction
30

20

10

0
Excellent Satisfied Very good Good

Graph Satisfaction levels of Customers regarding the facilities availed from the
public sector banks and private sector banks

Analysis: it was found that 40% of the respondents were highly satisfied and 25% ranked
excellent for the products and services availed by the bank. 15% were just said good and
20% have moderate view. People have mixed type of view regarding satisfaction level
provided by bank for their services.

12. Would you like to shift from the present banks:-

Table 4.12 Number of customers ready to shift from present bank.

Ready To Shift No: of Respondents

No 80%

Yes 20%
 Series 1
90
80
70
60
50 Series 1
40
30
20
10
0
No Yes

Graph:- Number of customers ready to shift from their present bank or not.

Interpretation: The above graph clearly shows that number of respondents ready to shift
from their present bank is 20% while 80% customers seems to be satisfied from their
bank and hence does not want to shift from their present bank to other.

13. Do you face any problem regarding the services provided them by their
preferred bank:-

Table 4.13 Problem faced by customers.

Types Of Problem No: of Respondents

Time Consuming 26
Working Hours 28
Too Many Formalities 30
 No Facility Of Photo/Xerox Instantly 26
Delaying By The Staff 24
No Problem 16

Challenges
35
30
25
20
Challenges
15
10
5
0
Time Working Too many No facility of Delaying by no problem
consum- hours formalities photo the staff
ing graph/xerox
instantly

Interpretation: It was found that most of the respondents are facing problem of time
consuming and too many formalities. Respondents also find that delaying by the staff and
working hours also cause problem in banks.

14. SOURCES OF INFORMATION

TABLE: 4.14

Source of Information

Area Television/ Word of Total

relatives/friends Hoardings/ads
Social Media Mouth

Urban 17 14 8 11 50
 Rural 8 15 18 9 50

Metropolitan
22 7 15 6 50
cities

Television/Social Media Word of Mouth

relatives/friends Hoardings/ads

11
9
6
8
14 18 15

7
17 15

8 22
Urban
Rural
Metropolitan city

As shown in table, in urban area, out of 150 respondents 47 were collected information
from television, 36 respondents from word mouth of advertisement, 41 respondents
from dependent on relatives or friends and 26 respondents collect the information
regarding products through hoardings and advertisements.

Table 4.15

15. Marketing Strategies adopted by My Bank Using 4 Ps Marketing Mix

Particulars Level of Agreement Total

Strongly Disagree Neutral Agree Strongly

 Disagree Agree
My bank launches innovative 33 150
28 32 26 31
products / service regularly
My Bank has complete range 150
of products and services to
take care of my financial
Product 41 30 43 23 13
needs
My bank is undertaking the 33 150
marketing and distribution of
third party financial products
(insurance, Mutual Funds,
29 21 32 35
investment Plans)
My bank has pricing/tariffs 26 150
specific to different market
44 32 27 21
segments
My bank adjusts its pricing in 31 150
relation to that of
competitors’ to win
Price 37 36 35 11
competitors market share
My bank charges extra for 42 150
the ADC (Alternate
Delivery Channels) services
i.e. ATMs, Mobile
Banking, Internet Banking
27 29 31 21
etc.
Place My bank opens new branches 39 150
in areas, where banking
services are not available to
21 24 36 30
increase customer outreach
My bank has provided many 38 150
options including electronic
banking to provide round the
clock services to its
customers, e.g online Vs
19 22 31 40
Offline model
My bank has an efficient and 22 21 34 39 34 150
adequate Branch & ATM
network to conveniently
 serve the cash needs of its
customers
My bank uses different 38 150
communication/advertising
methods to reach different
customer segments such as
13 29 47 23
TV, Radio, Newspapers etc.
My bank effectively uses 35 150
Promotion Product/service branding to
15 21 46 33
enhance the bank’s image
My bank runs sales 45 150
promotions on regular basis,
to increase product sales like
credit cards, personal loans
21 22 19 43
and others.

Inference: At urban area the most influenced factor is “Product offers & services”.

Inference: At rural area the most influenced factor is “Promotional Schemes”.

Inference: At metropolitan the most influenced factor is “Availability & convenience”.