PROJECT

ON
KANGRA COPRATIVE BANK
SUBMITTED IN PARTIAL FULFILLMENT OF REQUIRMENT OF
BACHELOR OF BUSINESS ADMINISTRATION (BBA)

HIMACHAL PRADESH UNIVERSITY SHIMLA

SUBMITTED TO: SUBMITTED BY:

(HEAD OF DEPARTMENT) UNIVERSITY ROLL NO:-
LECT. OF BBA

LAURATE INSTITUTE OF MANAGEMENT

AND INFORMATION TECHNOLOGY KATHOG
SESSION – 2017-2020
1
 PREFACE

The successful completion of this project was a unique

experience for me because by visiting many place and
interacting various person ,I achieved a better knowledge about
Banking . The experience which I gained by doing this project
was essential at this turning point of my carrier this project is
being submitted which content detailed analysis of the research
under taken by me.

The research provides an opportunity to the student to devote

his/her skills knowledge and competencies required during the
technical session.

The research is on the topic “Kangra Co-operative Bank ”

2
 ACKNOWLEDGEMENT

I would like to express my appreciation and gratitude to various

people who have shared their valuable time and made possible
this project ,through their direct indirect cooperation .

My honorable Sir/Mam Laurate Institute of

Management and Information Technology Kathog for allowing
me to work on this project and provide necessary help.

I thank my respected faculties ,dear friend &

colleagues ,who help me in every possible ways , support me and
encouraged me to explore new dimensions.

BBA 4nd Semester

LIMIT Kathog

CERTIFICATE
3
This to certify that Miss. ,B.B.A 4 th
Semester , Laurate Institute of Management and Information
Technology Kathog has done project on “Kangra Co-operative
Bank “and has successfully completed his project on “Kangra
Co-operative Bank “
This report is completed under my supervision .It is only for
academic purpose and work done by researcher.

Project Guide
FACULTY
LIMIT Kathog

DECLARATION

4
I do here by declare that the project work entitle on
the “Kangra Co-operative Bank in India”Himachal is the
original work done by me.

This project report presented as a partial fulfillment

requirement for the degree of Bachelors of Business
administration.

BBA 4th semester

LIMIT Kathog

CONTENTS
5
1. COMPANY PROFILE 7
2. REVIEW OF LITERATURE 30
3. RESERCH METHDOLOGY 36
4. OJECTIVE OF THE STUDY 43
5. CONCLUSION 46
6. RECOMMENDATION 49
7.LIMITATION 51

6
COMPANY PROFILE

7
 COMPANY PROFILE

The Kangra Cooperative Bank Ltd. started in a very humble way as a

small Thrift/Credit Society in March, 1960 by a few friends of Distt.
Kangra of Himachal to help out the people of Himachal residing in Delhi
to uplift their economic conditions and tide over the financial hardships.
Dedication, sincerity and honesty of these members/associates brought
rich fruits and this Thrift/Credit Society grew up into a big society
within twelve years after its formation and successful running was
converted into a primary urban Cooperative Bank in 1972 by RBI and
was permitted to carry out banking activities including acceptance of
deposits from public (non- members) by opening their Saving, Current
and RD A/c’s. Twenty three years there from in June 1995 it was granted
a license to carry out the banking business by the Reserve Bank of
India . Thereafter, it was granted license to open branches and
consequently six more branches were added in February, May,
December 1996, June 1998 ,October 2008 and the last one in July 2009.
In may 1970 it purchased Paharganj building and reconstructed the same
in 1993. In october, 1997 it purchased the present premises at Janakpuri
to set up administrative and HO. Central accounts and Personnel
department are functioning from this building. It has a board meeting
room. One branch also function here. The main branch along with its
service branch, arbitration and recovery department is situated in its own
three storied building at Paharganj. It purchased another Building in
April 2008 At Jagatpuri where its one of the existing Branches has
already been functioning.

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 PROMOTER
KCC is India's premier housing finance company and enjoys an
impeccable track record in India as well as in international markets. , the
Corporation has maintained a consistent and healthy growth in its
operations to remain the market leader in mortgages. Its outstanding
loan portfolio covers well. over a million dwelling units. KCC has
developed significant expertise in retail mortgage loans to different market
segments and also has a large corporate client base for its housing related
credit facilities. With its experience in the financial markets, a strong
market reputation, large shareholder base and unique consumer franchise,
KCC was ideally positioned to promote a bank in the Indian environment.

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 MISSION

KCC Bank’s began operations in 1995 with a simple mission to be a

World Class Indian Bank. We realized that only a single-minded focus on
product quality and service excellence would help us get there. Today,
the bank is on the way towards that goal. It is extremely gratifying that
its efforts towards providing customer convenience have been
appreciated both nationally and internationally.

. The bank’s aim is to build a sound customer franchise across

distinct businesses so as to be the preferred provider of banking
services in the niche segments that the bank operates in and
to achieve healthy growth in profitability, consistent with the
bank’s risk appetite.

BUSINESSES
KCC Bank offers a wide range of commercial and transactional
banking services and treasury products to wholesale and retail
customers. The bank has three key business segments:

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 WHOLE SALE BANKING SERVICES

The Bank's target market ranges from large, blue-chip manufacturing

companies in the Indian corporate to small & mid-sized corporate and
agri-based businesses. For these customers, the Bank provides a wide
range of commercial and transactional banking services, including
working capital finance, trade services, transactional services, cash
management, etc. The bank is also a leading provider of structured
solutions, which combine cash management services with vendor and
distributor finance for facilitating superior supply chain management
for its corporate customers. Based on its superior product delivery /
service levels and strong customer orientation, the Bank has made
significant inroads into the banking consortia of a number of leading
Indian corporate including multinationals, companies from the
domestic business houses and prime public sector companies. It is
recognized as a leading provider of cash management and transactional
banking solutions to corporate customers, mutual funds, stock
exchange members and banks.

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 RETAIL BANKING SERVICES
The objective of the Retail Bank is to provide its target market
customers a full range of financial products and banking services, giving
the customer a one-stop window for all his/her banking requirements.
The products are backed by world-class service and delivered to the
customers through the growing branch network, as well as through
alternative delivery channels like ATMs, Phone Banking, Net Banking
and Mobile Banking.

The KCC Bank Preferred program for high net worth individuals, the
KCC Bank Plus and the Investment Advisory Services programs have
been designed keeping in mind needs of customers who seek distinct
financial solutions, information and advice on various investment
avenues. The Bank also has a wide array of retail loan products
including Auto Loans, Loans against marketable securities, Personal
Loans and Loans for Two-wheelers. It is also a leading provider of
Depository Participant (DP) services for retail customers, providing
customers the facility to hold their investments in electronic form.

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 Treasury
Within this business, the bank has three main product areas - Foreign
Exchange and Derivatives, Local Currency Money Market & Debt
Securities, and Equities. With the liberalization of the financial markets
in India, corporate need more sophisticated risk management
information, advice and product structures. These and fine pricing on
various treasury products are provided through the bank's Treasury
team. To comply with statutory reserve requirements, the bank is
required to hold 25% of its deposits in government securities. The
Treasury business is responsible for managing the returns and market
risk on this investment portfolio.

GROWTH
KCC Bank is a young and dynamic bank, with a youthful and enthusiastic
team determined to accomplish the vision of becoming a world-class
Indian bank. Our business philosophy is based on four core values -
Customer Focus, Operational Excellence, Product Leadership and
People. We believe that the ultimate identity and success of our bank
will reside in the exceptional quality of our people and their
extraordinary efforts. For this reason, we are committed to hiring,
developing, motivating and retaining the best people in the
industry.Our mission is to be "a World Class Indian Bank",
benchmarking ourselves against international standards and best
13
practices in terms of product offerings, technology, service levels, risk
management and audit & compliance. The objective is to build sound
customer franchises across distinct businesses so as to be a preferred
provider of banking services for target retail and wholesale customer
segments, and to achieve a healthy growth in profitability, consistent
With the Bank's risk appetite. We are committed to do this while
ensuring the highest levels of ethical standards, professional integrity,
corporate governance and regulatory compliance.Our business strategy
emphasizes the following :

Increase our market share in India’s expanding banking and financial

services industry by following a disciplined growth strategy focusing
on quality and not on quantity and delivering high quality customer
service.

Develop innovative products and services that attract our targeted

customers and address inefficiencies in the Indian financial sector.

Continue to develop products and services that

reduce our cost of funds. Focus on high earnings

growth with low volatility.

14
15
 WORK PLACE TRANSFORMATION
FIVE “S” PART OF KAIZEN
Focus on effective work place organization
believe in“ Small changes lead to large improvement”

Every successful organization have their own strategy to win the race in
the competitive market. They use some technique and methodology for
smooth running of business. KCC BANK also acquired the Japanese
technique for smooth running of work and effective work place
organization.

Five ‘S’ Part of Kaizen is the technique which is used in the bank for
easy and systematic work place and eliminating unnecessary things
from the work place.

BENEFIT OF FIVE “S”

 It can be started immediately.
 Every one has to participate.
 Five “S” is an entirely people driven initiatives.
 Brings in concept of ownership.
 All wastage are made visible.

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 FIVE ‘S’

S-1 SORT SEIRI

S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE

1. SORT: It focus on eliminating unnecessary items from the work place. It is excellent way
to free up valuable floor space. It segregate items as per “require and wanted”.

2. SYSTEMATIZE: Systematize is focus on efficient and effective Storage method. That means it
identify, organize and arrange retrieval. It largely focus on good labeling and identification
practices.
Objective: “A place for everything and everything in its place”.

3. SPIC- n - SPAN: Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of
ownership.

4. STANDERDIZE:It focuses on simplification and standardization. It involves standard rules

and policies. It establish checklist to facilitate autonomous maintenance of workplace. It
assigns responsibility for doing various jobs and decides on Five S frequency.

5. SUSTAIN: It focuses on defining a new status and standard of organized work place. Sustain
means regular training to maintain standards developed under S-4. It brings in self- discipline
and commitment towards workplace organization.

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 HUMAN RESOURCES

The Bank continued to focus on training its employees, both on-the-

job as well as through training programs conducted by internal and
external faculty. The Bank has consistently believed that broader
employee ownership of its shares has a positive impact on its
performance and employee motivation. KCC Bank lists ‘people’ as one
of its stated core values. The Bank believes in empowering its
employees and constantly takes various measures to achieve this.

Management :- Sh.JAGDISH
SAPIYAHon'ble Chairman
of the Bank

Senior banking professionals with substantial experience in India and

abroad head various businesses and functions and report to the
Managing Director. Given the professional expertise of the
management team and the overall focus on recruiting and retaining the
best talent in the industry, the bank believes that its people are a
significant competitive strength.

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 TECHNOLOGY
KCC Bank Ltd. operates in a highly automated environment in terms of
information technology and communication systems. All the bank's
branches have online connectivity, which enables the bank to offer
speedy funds transfer facilities to its customers. Multi-branch access is
also provided to retail customers through the branch network and
Automated Teller Machines (ATMs). The Bank has made substantial
efforts and investments in acquiring the best technology available
internationally, to build the infrastructure for a world class bank. The
Bank's business is supported by scalable and robust systems which
ensure that our clients always get the finest services we offer. The Bank
has prioritized its engagement in technology and the internet as one of
its key goals and has already made significant progress in web-enabling
its core businesses. In each of its businesses, the Bank has succeeded in
leveraging its market position, expertise and technology to create a
competitive advantage and build market share.

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KCC BANK LTD. BUSINESS STRATEGY EMPHASIZES THE FOLLOWING:

Increase market share in India’s expanding banking and financial

services industry by following a disciplined growth strategy focusing
on quality and not on quantity and delivering high quality customer
service. Leverage our technology platform and open scaleable systems
to deliver more products to more customers and to control operating
costs. Maintain current high standards for asset quality through
disciplined credit risk management.Develope innovative products and
services that attract the targeted customers and address inefficiencies
in the Indian financial sector. Continue to develop products and
services that reduce bank’s cost of funds. Focus on high earnings
growth with low volatility.

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 PRODUCT SCOPE:
KCC Bank Ltd. offers a bunch of products and services to meet the every
need of the people. The company cares for both, individuals as well as
corporate and small and medium enterprises. For individuals, the
company has a range accounts, investment, and pension scheme,
different types of loans and cards that assist the customers. The
customers can choose the suitable one from a range of products which
will suit their life-stage and needs. For organizations the company has a
host of customized solutions that range from funded services, Non-
funded services, Value addition services, Mutual fund etc. These
affordable plans apart from providing long term value to the employees
help in enhancing goodwill of the company. The products of the
company are categorized into various sections which are as follows:

 Accounts and deposits.

 Loans.
 Investments and Insurance.
 Forex and payment services.
 Cards.
 Customer center.

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PRODUCTS AND SERVICES AT A GLANCE
1.PERSONAL BANKING SERVICES
Accounts & Deposits
Savings Account
 Regular Savings Account
 Savings Plus Account
 Savings Max Account
 Senior Citizens Account
 No Frills Account
 Institutional Savings Account
 Payroll Salary Account
 Classic Salary Account
 Regular Salary Account
 Premium Salary Account
 Defence Salary Account
 Kid's Advantage Account
 Pension Saving Bank Account
 Family Savings Account
 Kisan No Frills Savings Account
 Kisan Club Savings Account

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Current Account
 Plus Current Account
 Trade Current Account
 Premium Current Account
 Regular Current Account
 Apex Current Account
 Max Current Account
 Reimbursement Current Account
Fixed Deposit
 Regular Fixed Deposit
 Super Saver Account
 Sweep-in

Account Recurring
Deposit Demat
Account
Safe Deposit Locker

Loans
 Personal Loans
 Home Loans
 Two Wheeler Loans
 New Car Loans 33333
 Used Car Loans
 Overdraft against Car
 Express Loans
 Loan against Securities
 Loan against Property
 Commercial Vehicle Finance
 Working Capital Finance
 Construction Equipment Finance
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B. Investments & Insurance
 Mutual Funds
 Insurance
 Bonds
 Financial Planning
 Knowledge Centre
 Equities & Derivatives
 Mudra Gold Bar

C. Forex Services
 Trade Finance
 Traveler’s Cheques
 Foreign Currency Cash
 Foreign Currency Drafts
 Foreign Currency Cheque Deposits
 Foreign Currency Remittances
 Forex Plus Card

D. Payment Services
 Net Safe
 Prepaid Refill
 Bill Pay
 Direct Pay
 Visa Money Transfer
 E-Monies Electronic Funds Transfer
Excise & Service Tax Payment

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25
E. Access Your Bank - One View
 Insta Alerts
 Mobile Banking
 ATM
 Phone Banking
 Branch Network

F. Cards
 Silver Credit Card
 Gold Credit Card
 Woman's Gold Credit Card
 Platinum plus Credit Card
 Titanium Credit Card
 Value plus Credit Card
 Health plus Credit Card
 KCC Bank Idea Silver Card
 KCC Bank Idea Gold Card

2. WHOLESALE BANKING SERVICES

 Funded Services
 Non Funded Services
 Value Added Services
 Internet Banking
 Clearing Sub-Membership
 RTGS – sub membership
 Fund Transfer

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  ATM Tie-ups
 Corporate Salary a/c
 Tax Collection
 Financial Institutions
 Mutual Funds
 Stock Brokers
 Insurance Companies
3. NRI BANKING SERVICES
 Rupee Saving a/c
 Rupee Current a/c
 Rupee Fixed Deposits
 Foreign Currency Deposits
 Accounts for Returning Indians
 Payment Services
 Net Safe
 Bill Pay
 Insta Pay
 Direct Pay
 Visa Money
 Online Donation
 Remittances

MILESTONES IN THE HISTORY

KCC Bank began its operations in 1960 with a simple mission to be a
"World-class Indian Bank". They realized that only a single-minded
focus on product quality and service excellence would help us get
there. Today, they are proud to say that they are well on our way
towards that goal. It is extremely gratifying that their efforts towards
providing customer convenience have been appreciated both
nationally and internationally.

27
QUALITY POLICY

SECURITY: The bank provides long term financial security to their

policy. The bank does this by offering life insurance and pension
products.

TRUST: The bank appreciates the trust placed by their policy holders in
the bank. Hence, it will aim to manage their investments very carefully
and live up to this trust.

INNOVATION: Recognizing the different needs of our customers, the bank

offers a range of innovative products to meet these needs.
SWOT ANALYSIS
STRENGTH

1. The biggest strength of Bank is Direct Banking channels. As Direct

banking channels saves time and money both as a customer does
not need to go to bank for any kind of transaction except cash
withdrawal and cash deposits all other things are done sitting any
where in the world.
2. All services or products of KCC Bank are available through direct
banking channels.
3. Free ATM, Net Banking, Mobile Banking, Phone Banking and 24
hours services.
4. Very easy to access and use.
5. A highly personalized services provided by the bank.
6. KCC’s Direct Banking channels provide real time and accurate
information.

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WEAKNESS:

1. Unawareness about all Direct Banking Channels due to less

advertisement.
2. Other private banks have started direct banking channels it
may put some competition to KCC Bank in near future.
3. Resistance to Change.
One should have the knowledge of the operations of the
4.
computers and of course the Internet.
OPPURTUNITIES:

1. Centralized banking makes easy for KCC Bank to provide

services to customers.
2. Huge market of shareholders.

THREATS

1. Vulnerable to reactive attack by competitors.

2. Attacks of web hackers.
3. Lack of infrastructure in rural areas could constrain investment.
4. High volume / low cost market is intensely competitive.

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 REVIEW
OF
LITERATURE

CONSUMER’S PERCEPTIONS ON KCC BANK

30
At KCC Bank, I was assigned with the topic as “Consumers Perceptions
on KCC Bank” for my project work. I joined the company as a Personal
Banker. The selection of the topic was to know how the company
generates business through them.

Personal Banker are those sources of a company who have their own
relations and personal contacts among common public that they use to
generate business through.

REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in

India. The Personal Banker are one of the most powerful, efficient and
effective channel through which the company sales its various types of
financial products and company takes operational work also. It is really
difficult to convince customers and sell a single product and accomplish
operational work.
Satisfied customers are central to optimal performance and financial
returns. In many places in the world, business organizations have been
elevating the role of the customer to that of a key stakeholder over the
past twenty years. Customers are viewed as a group whose satisfaction
with the enterprise must be incorporated in strategic planning efforts.
Forward-looking companies are finding value in directly measuring and
tracking customer satisfaction as an important strategic success
indicator. Evidence is mounting that placing a high priority on customer
satisfaction is critical to improved organizational performance in a
global marketplace.

With better understanding of customers' perceptions, companies can

determine the actions required to meet the customers' needs. They can
identify their own strengths and weaknesses, where they stand in
comparison to their competitors, chart out path future progress and
31
improvement. Customer satisfaction measurement helps to promote
an increased focus on customer outcomes and stimulate improvements
in the work practices and processes used within the company.
When buyers are powerful, the health and strength of the company's
relationship with its customers – its most critical economic asset – is its
best predictor of the future. Assets on the balance sheet – basically
assets of production – are good predictors only when buyers are weak.
So it is no wonder that the relationship between those assets and
future income is becoming more and more tenuous. As buyers become
empowered, sellers have no choice but to adapt. Focusing on
competition has its place, but with buyer power on the rise, it is more
important to pay attention to the customer.

Customer satisfaction is quite a complex issue and there is a lot of

debate and confusion about what exactly is required and how to go
about it. This study is an attempt to review the necessary requirements,
and discuss the steps that need to be taken in order to measure and
track customer satisfaction.

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IMPORTANCE TO THE COMPANY:
The ultimate purpose of giving me this topic was to know about the
customer’s perceptions about the different products of the bank, and
to know about operational process. how these products can attract
them and how the company can generate maximum profit by
convincing them through personal banker and to better understand
customer requirement and to understand operational methodology.

LEARNING FROM THE STUDY:

The process of bank related transaction, bank related various terms,
work environment of KCC Bank. Different products and services
provided by the bank. Customer perception about the different product
and the brand image of the bank. What are the problems faced by
customer on daily basis. How to communicate with the customers.
Different techniques of dealing with the customers. How to convince
and convert a customer into a real customer.
The literature available in the field under reference is very limited in
nature and scope.The literature obtained by investigation in the form of
reports of the committees. Commissions working groups established by
the Union Government and RBI, the Research studies/articles of
researchers/ bank officials/ economists and the comments of economic
analysts and news is reviewed here in this section:

Patel and sayed (1980) of the National Institute of Banking

Management made a valuable analysis of performance and
prospects of RRBs. They also gave a comparative
picture of performance in deposits, branch expansion and credit
deployment of the cooperative banks, commercial banks and RRBs in a
specified area. This was an eye opener for many researcher engaged in
this field of rural credit.

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Financial Express, (1986) published a study on RRBs viability, which was
conducted by Agriculture Finance Corporation in 1986 .The study
revealed that viability of RRBs was essentially dependent upon the fund
management strategy, margin between resources mobility and their
deployment and on the control exercised on current and future costs
with advances. The proportion of the establishment costs to total cost
and expansion of branches were the critical factors, which affected their
viability. The study further concluded that RRBs incurred losses due to
defects in their systems and as such, there was need to rectify these and
make them viable. The main suggestions of the study included
improvement in infrastructure facilities and opening of branches by
commercial banks in such areas where RRBs were already in operation.
However the main limitation of the study was that its generalizations
were based on the study of the gramin bank kangra.

RENDIL. (1988) conducted a study on RRBs taking a sample of 48

beneficiaries of rural artisans in various district of kashmir under J&K
Bank. In this study, it was concluded that the beneficiaries were able to
find an increase in their income because of the finance provided by the
bank.

BALMI (1990) in his study on Performance and Growth of Regional

Rural Banks in Kangra found that these banks had benefited the
beneficiaries in raising their income, productivity, employment and use
of modern practices and rehabilitate the rural artisans

SINDHU (1993) carried out a study on the topic “Growth and

Performance of RRB in kangra.” On the basis of the study of all RRB of
kangra, it is found that there was an enormous increase in deposits and
outstanding advances. The researcher felt the need to increase the
share capital and to ensure efficient use of distribution channels of
finance to beneficiaries.

34
RASIL SINGH (1996) conducted a study with the objective of analyzing
the role of Regional Rural Banks in Economic Development and revealed
that RRBs have been playing a vital role in the field of rural development.
Moreover, RRBs were more efficient in disbursal of loans to the rural
borrowers as compared to the commercial banks. Support from state
Governments, local participation, proper supervision of loans and
opening urban branches were some steps, which should be taken to
make RRBs 'further efficient.

SAMEER (2002) Policies of current phase of financial liberalization have

had animmediate, direct, and dramatic effect on rural credit. There has
been a contraction in rural banking in general and in priority sector
landing and preferential landing to the poor in particular.

AJIT PAL (2004) has examined the growth and regional distribution of
rural banking over the period 1975-2002. The documents gains made
by historical underprivileged region of east, north-east, and central
kangra during the period of social and development banking. These
gains were reversed in the 1990s.

35
NEED, SCOPE &
RESEARCH
METHODOLOG

36
 RESEARCH METHODOLOGY

Introduction and meaning

Research methodology is way to systematically solve the research

problem. The research methodology includes the various methods and
techniques for conducting a research. D. Salinger and M. Stephenson in
the encyclopedia of social sciences define research as “the
manipulation o things, concepts or verify knowledge, whether that
knowledge aids in construction of theory or in the practice of an art”

Research is a careul investigation or inquiry especially through search

for new facts in branch of knowledge: market research specifies
information. Required to address these issues: designs the method for
collecting information: manage and implements the data collecting
process analyses the results and communicates the finding and their
implications.

37
RESEARCH OBJECTIVES AND SCOPE OF

RESEARCH

PROJECT PROBLEM DEFINATION:

Personal Banker were with good background human being and

through rigorous process of recruitment but still not able to perform up
to the expectation level of company, HR is not able to sort out the
problem why the performance is not coming even after giving the full
marketing and operational support. So there is need to study the
customers perception and attitude towards the various products and
services provided by the bank.

RESEARCH: - It means search for facts, answers to questions and solutions

to problems.

38
RESEARCH DESIGN:

Research design constitutes the blue print for the collection,

measurement and analysis of data. The present study seeks to identify
the perception of consumers on KCC Bank in Kangra. The research
design is exploratory in nature. The research has been conducted on
users within Kangra. For the selection of the sample, convenient
sampling method was adopted and an attempt has been made to
include all the age groups and gender within different occupation.

Type of Research

The present study will adopt the exploratory approach wherein, there is
a need to gather large amount of information before making a
conclusion.

DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self
Administration. Due to time limitation and other constraints direct
personal interview method is used. A structured questionnaire was
framed as it is less time consuming, generates specific and to the point
information, easier to tabulate and interpret. Moreover respondents
prefer to give direct answers.
39
COLLECTION OF DATA:
1: SECONDARY DATA: It was collected from internal sources. The
secondary data was collected on the basis of organizational file, official
records, news papers, magazines, management books, preserved
information in the company’s database and website of the company.

2: PRIMARY DATA: All the people from different profession were

personally visited and interviewed. They were the main source of
Primary data. The method of collection of primary data was direct
personal interview through a structured questionnaire.

40
SAMPLING PLAN: Since it is not possible to study whole universe, it
becomes necessary to take sample from the universe to know about its
characteristics.
Sampling Units: Different professionals. Chartered Accountants, Tax
Consultants, Lawyers, Business Man, Professionals and Students of
Kangra.

 Sample Technique: Random Sampling.

 Research Instrument: Structured Questionnaire.
 Contact Method: Personal Interview.

SAMPLE SIZE: My sample size for this project was 50 respondents.

Since it was not possible to cover the whole universe in the available
time period, it was necessary for me to take a sample size of 50
respondents.

DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of

collection of data will be based on Survey Method and Field Activity.
Primary data collection will base on personal interview. I have prepared
the questionnaire according to the necessity of the data to be collected.

41
 LIMITATIONS OF THE STUDY

It is said, “nothing is perfect” and there would be few shortcoming in

this project also. Sincere efforts have been made to eliminate
discrepancies as far as possible but few would have remained due to
limitation of the study.
Time seemed to be our most limited resource. To conduct a
comprehensive research project in a 6 week period is very difficult.
The absence of appropriate funding limited the extent of our study.
With additional financial resources, the scope of our study could have
been enlarged, resulting in a more representative study.
Interview bias could not be avoided as in case of many surveys open
ended questions involve the use of probing techniques that increase
interview bias. However, as our study did not use many open ended
questions, the extent of the bias was reduced.

It was not possible to understand thoroughly about the different

marketing aspects of the Financial Consultant within 45 days. As
stipend, money was not given it was difficult to continue the project
work. All the work was limited in some limited areas of Kangra so the
findings should not be generalized. The area of research was Kangra
and it was too vast an area to cover within 45 days.

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OBJECTIVE
OF STUDY

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 OBJECTIVES OF THE STUDY

The objective behind the conducting project exercise was to get useful

insight about the banking sector. I have prepared this report with some

specific objectives. The primary objective of our study is to analyze the

efficiency and effectiveness by the kcc bank. The objective of our study

is as under:

PRIMARY OBJECTIVES:

.To study the customers perception about KCC Bank.

.To measure the awareness level of people regarding direct
banking channels, products offered by KCC bank.
.To study brand image of the bank.
.To increase the business of the bank.

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SECONDARY OBJECTIVES:
.To evaluate the overall satisfaction level of customers
regarding services and products offered by the bank.
.To acquire new customer by convincing them and to promote the
benefits of those
which are provided by the bank.
.To find the different way of convincing customers.
.To assess the customer contribution towards the growth of the
bank (in terms of recommendations for changes and
improvements).
.To determine the need and purpose of a personal banker

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CONCLUSIONS
AND
RECOMENDATION

CONCLUSIONS AND RECOMENDATION

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KCC Bank, the banking arm of KCC is expected to go on stream. The bank
already has good number of employees on board and is recruiting personal
banker heavily to take the headcount to many more. It is on the brim of
increasing its customers through its attractive schemes and offer.

The project opportunities provided was market segmentation and to

know the perception of prospective customers in potential
geographical location and convincing them to attract more customers
so that new business opportunities of the bank can be explored.
Through this project, it could be concluded that people are not much
aware about the various products of the bank and many of them not
interested to open an account, to invest money at all. Majority of
people have more faith in public sector banks as compare to private
banks. Professionals and businessman are more attracted towards the
products and services provided by the KCC bank as compare to people
in services and students. Services was considered as unsought good
which require hard core selling, but in changing trend in income and
people becoming financially literate, the demand for banking sector is
increasing day by day.

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So, at last the conclusion is that there is tough competition ahead for
the company from its major competitors in the banking sector. Last but
not the least I would like to thank KCC Bank for giving me an
opportunity to work in the field of Marketing and Operation. I hope the
company finds my analysis relevant.

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 RECOMMENDATION
Finally some recommendations for the company are as follows:-

 To make people aware about the benefit of becoming a customer

of KCC Bank, following activities of advertisement should be done
through

1. Print Media. 2. Hoarding & Banners.

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

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Other facilities must be provide to the customer:
 The bank should provide life time valid ATM card to all its customers.
 Minimum balance for savings account should be reduced from Rs
5000 to Rs 1000, so that people who are not financially strong
enough can maintain their account properly.
 The company should provide a pass book to all its customers.
 Make people understand about the various benefits of its products.
 Company should organize the program in the society, so that
people will be aware about the company and different products
of the bank.
 Company should open more branches in different cities.

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 LIMITATIONS

Every work has its own limitation. Limitations are extent to which the
process should not exceed. Limitations of this project are:
 The project was constrained by time limit of two months.
 Mindset of people may very depending upon their age, gender,
income etc.
 Getting appointment from the concern person was very difficult.
 People mind set about the survey was obstacles in acquiring
complete Respondents were very busy in their schedule. So it was
very time consuming for information & positive interaction, them
to answer all the questions properly.

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