A SUMMER INTERNSHIP PROJECT REPORT

ON
“CUSTOMER RELATIONSHIP MANAGEMENT OF THE
ASSOCIATE CO-OPERATIVE BANK LTD”
CARRIED OUT AT
“ASSOCIATE CO-OPERATIVE BANK LTD”
In partial fulfilment of the requirement of
MBA (2-year full-time) programme
submitted by
BHANDARI VISHA SANJAYBHAI
Guided by
MR. KEYUR BHAGATWALA
(BRANCH MANAGER)
Mentored by
DR. DHAVAL MEHTA

G.H Bhakta Management Academy,

Department of Business and Industrial Management
Veer Narmad South Gujarat
University Surat
JUNE 2024
 DECLARATION

I, hereby, declare that the summer internship project titled “Customer Relationship
Management of the Associate Co-operative Bank Ltd” is my own work carried out under
the supervision of Mr. Keyur Bhagatwala at the Associate Co-operative Bank Ltd during
the period 6th May 2024 to 15th June 2024.
I also declare that this report contains no material previously published except where due
reference is made.
I further declare that, to the best of my knowledge, no part of this report has been fully or
partially submitted to either this university or any other university for any degree or
diploma.

Place: Surat
Date:

Bhandari Visha Sanjay Bhai

Enrollment no.- R23100021010110004
Department of Business and Industrial Management
Veer Narmad South Gujarat University, Surat

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CERTIFICATE OF THE COMPANY

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 CERTIFICATE FROM THE DEPARTMENT

This is to certify that the report titled Customer Relationship Management of the Associate
Co-operative Bank Ltd is a record of the summer internship project carried out at Associate
Co-operative Bank Ltd by Visha Bhandari.
I further certify that; the student has made a presentation of her work before the panel of the
faculty members of the Department during the period 6th May 2024 to 15th June 2024 to the
satisfaction of the panel members.

Place: Surat
Date:

Dr. Dhaval Mehta

Professor
Department of Business and Industrial Management
Veer Narmad South Gujarat University
Surat – 395007, Gujarat, India

Dr. Manish Sidhpuria

Professor & Head
Department of Business and Industrial Management
Veer Narmad South Gujarat University
Surat – 395007, Gujarat, India

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 ACKNOWLEDGEMENT

I have taken efforts in this project. However, it would not have been possible without many
individuals and organizations’ kind support and help. I would like to extend my sincere
thanks to all of them.
First of all, I would like to thank the Department of Business and Industrial Management at
Veer Narmad South Gujarat University which gave me a chance to brighten my academic
qualification that provides me the opportunity to have practical knowledge about relevant
fields.
I am thankful to Mr. Keyur Bhagatwala (branch manager), my guide at Associated Co-
operative Bank Ltd. Adajan branch, for their guidance and constant supervision as well as for
providing necessary information regarding the project and also support in completing the
project.
I would like to express my gratitude towards other employees “Ms. Meghna Upadhyay and
Mr. Pradip Mehta” of the Associated Co-operative Bank Ltd Adajan branch for their kind
cooperation and encouragement which help me in the completion of this project.
I am extremely thankful to my mentor Dr. Dhaval Mehta and all other respective faculties for
always providing their insights into my doubts and provide with the best available guidance.
It has always been a pleasure to work under their supervision.

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 EXECUTIVE SUMMARY

This executive summary provides an overview of a comprehensive study conducted to

investigate and analyse customer satisfaction at associate Co-op Bank Ltd. The objective of
the study is to identify opportunities for improving the overall consumer experience and
enhancing customer satisfaction levels.
The study utilized a combination of quantitative and qualitative research methods to collect
data and insights from customers who have interacted with the bank's services. Surveys,
interviews, and feedback forms were employed to gather information regarding customer
satisfaction, expectations, and areas for improvement.

Key Findings:
1. Overall Customer Satisfaction: The study revealed that a significant percentage of
customers expressed moderate satisfaction with the services provided by associate co-
operative bank. While there were areas of strength, several aspects of the customer
experience fell short of expectations.
2. Service Efficiency and Timeliness: Customers emphasized the need for improved
service efficiency and reduced waiting times during transactions. Delays in service delivery
and longer processing times were identified as areas requiring attention to enhance
customer satisfaction.
3. Staff Responsiveness and Communication: Customers stressed the importance of
friendly, courteous, and proactive staff members who actively listen to customer needs.
Some customers felt that staff could improve their communication skills and provide clearer
explanations of banking products and procedures.
4. Digital Services and Technology: The study indicated a growing demand for
enhanced digital services, including online banking, mobile applications, and simplified
digital transaction processes. Improvements in user-friendliness, accessibility, and
reliability of digital platforms were identified as areas of opportunity.

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Recommendations:
1. Streamline Service Processes: The report recommends focusing on improving service
efficiency and reducing waiting times by streamlining internal processes, implementing
effective queue management systems, and investing in staff training to enhance
productivity and speed of service.
2. Enhance Staff Training and Communication: The report suggests providing comprehensive
training to staff members on effective communication techniques, active listening, and
addressing customer queries and concerns promptly. Encouraging a customer-centric
mindset among employees will ensure positive interactions.
3. Invest in Digital Solutions: The report advises allocating resources to upgrade and
expand digital services, ensuring user-friendly interfaces, robust security measures, and
seamless integration across various digital platforms. Regularly seeking customer feedback
will drive continuous improvement in digital offerings.
4. Strengthen Customer Feedback Mechanisms: The report recommends establishing
a structured and easily accessible feedback mechanism to gather customer opinions,
suggestions, and complaints. Regularly analysing customer feedback will help
identify trends, address recurring issues, and make data-driven improvements.

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 DECLARATION ii
CERTIFICATE OF THE COMPANY vii
CERTIFICATE FROM THE DEPARTMENT vii
ACKNOWLEDGEMENT vii
EXECUTIVE SUMMARY vii
CONTENTS vii
LIST OF TABLES vii

LIST OF FIGURES xi

CONTENTS

CHAPTER 1 INTRODUCTION PAGE

NO.
1.1 BANK

1.1.1 MEANING OF BANK

1.1.2 DEFINITION OF BANK
1.1.3 OBJECTIVES OF BANK
1.1.4 TYPES OF BANKS
1.2 BANKING

1.2.1 DEFINITION OF BANKING

1.2.2 HISTORY OF BANKING IN INDIA
1.3 CO-OPERATIVE BANK

1.3.1 CO-OPERATIVE BANKING IN INDIA

1.3.2 STRUCTURE OF CO-OPERATIVE BANKS
1.3.3 HISTORY OF CO-OPERATIVE BANKS
1.4 BANK OVERVIEW

1.4.1 HISTORY & EVOLUTION

1.4.2 ORGANIZATION STRUCTURE
1.4.3 BANK DETAILS
1.4.4 BANK PROFILE
1.4.5 TECNO SURVEY
1.4.6 FINANCIAL STRENGTH
1.4.7 SERVICES PROVIDED BY ASSOCIATE CO-
OPERATIVE BANK
1.4.8 DEPOSITS

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CHAPTER 2 RESEARCH METHODOLOGY PAGE
NO.
2.1 RESEARCH TOPIC
2.2 OBJECTIVES OF THE STUDY
2.3 NATURE OF DATA
2.4 DATA SAMPLING
2.5 DESCRIPTION OF VARIABLES
2.6 DESCRIPTION OF THE INSTRUMENT FOR DATA
COLLECTION
2.7 ANALYTICAL TOOLS USED AND LIMITATIONS OF
YOUR STUDY

CHAPTER 3 DATA ANALYSIS AND FINDING PAGE

NO.
3.1 DATA ANALYSIS

3.1.1 AGE OF RESPONDENTS

3.1.2 GENDER OF RESPONDENTS
3.1.3 OCCUPATION OF THE RESPONDENTS
3.1.4 INCOME (YEARLY) OF THE RESPONDENT
3.1.5 FOR HOW LONG YOU PART OF
ASSOCIATE CO-OPERATIVE BANK LTD OF
THE RESPONDENT
 GENDER * FOR HOW LONG PART OF
ASSOCIATE CO-OPERATIVE BANK
LTD? (CROSSTAB)
3.1.6 ARE YOU USING ONLINE BANKING?
 GENDER * ARE YOU USING ONLINE
BANKING? (CROSSTAB)
3.1.7 WHICH OF THE FOLLOWING
SERVICES HAVE YOU USED AT THE
BANK?
3.1.8 ARE YOU AWARE OF DIFFERENT
PRODUCT & SERVICES OFFERED BY
ASSOCIATE CO – OPERATIVE BANK LTD?
 GENDER * ARE YOU AWARE OF
DIFFERENT PRODUCT & SERVICES
OFFERED BY ASSOCIATE CO-
OPERATIVE BANK LTD?
(CROSSTAB)
3.1.9 WHICH OF THE FOLLOWING EXTRA
SERVICES OF THE BANK WOULD
YOU LIKE TO GO IN FOR?

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 3.1.10 WHAT IS THE MAIN REASON THAT
YOU TYPICALLY VISIT THE BANK
BRANCH?
3.1.11 HOW SATISFIED ARE YOU WITH THE
OVERALL SERVICES PROVIDED BY THE
ASSOCIATE BANK?
 GENDER * HOW SATISFIED ARE YOU
WITH THE OVERALL SERVICES
PROVIDED BY THE ASSOCIATE
BANK? (CROSSTAB)
3.1.12 HOW WOULD YOU RATE THE
FRIENDLINESS OF THE BANK
STAFF?
 GENDER * HOW WOULD YOU
RATE THE FRIENDLINESS OF THE
BANK STAFF? (CROSSTAB)
3.1.13 WHICH OF THE FOLLOWING FACTORS
INFLUENCED YOUR DECISION TO CHOOSE
THIS BANK?
3.2 FINDING

CHAPTER 4 CONCLUSION AND MANAGERIAL PAGE

IMPLICATIONS NO.
4.1 MANAGERIAL IMPLICATIONS
4.2 CONCLUSION
 BIBLIOGRAPHY
 ANNEXURE

LIST OF TABLES
SR NO. PARTICULARS PAGE
NO.
1 BANK DETAILS
2 BANK PROFILE
3 FINANCIAL STRENGHT
4 INTEREST RATE OF SAFE DEPOSIT LOCKER
5 MICR AND NEFT/RTGS
6 LOAN
7 INTEREST RATE OF FD

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 LIST OF FIGURES
SR. NO. PARTICULARS PAGE
NO.
1 BANK
2 OBJECTIVES OF BANK
3 TYPES OF BANKS
4 BANKING
5 HISTORY OF BANKING INDIA
6 CO-OPERATIVE BANK
7 STRUCTURE OF CO-OPERATIVE BANKS
8 UCBS - RCBS
9 ASSOCIATE CO-OPERATIVE BANK LTD

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 CHAPTER 1:
INTRODUCTION

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1.1 BANK

(FIGURE 1. BANK)

1.1.1 MEANING OF BANK

A bank deals in money in the same way as a businessman deal in goods. Banks are business
enterprises which deal in money, financial instruments and provide financial services for a
price called interest, discount, commission etc. The term bank has originated from the term
‘Banchi’. In olden days, the traders of Italy who performed the job of exchanging money
were known as Banchi or Bancheri because the table which they used for making payment
was called a Banchi. According to some people, the term bank is derived from the Greek
word ‘Banque.

1.1.2 DEFINITION OF BANK

“Banking is the business of accepting for the purpose of lending or investment, of deposits
of money from the public repayable on demand or otherwise and withdraw-able by cheque,
draft, and order or otherwise.” Indian Banking Regulation Act, 1949 “A bank is an
organisation whose principal operations are concerned with the accumulation of the
temporarily idle money of the general public for the purpose of advancing to others for
expenditure.”-R.P. Kent R.S. Sayers, “A bank is an institution whose whole debts are widely
accepted in settlement of other people’s debt.

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1.1.3 OBJECTIVES OF BANK

1. BUSINESS OBJECTIVES
Making profits.
Providing services.
Currency issue.
Creation of transaction media.
Receiving deposit.
Making loan.
Ensuring safety.
Investment.
2. SOCIAL OBJECTIVES
Creating savings.
Capital formation.
Industrialization.
Employment.
Developing living standard.
Economic development.

(FIGURE 2. OBJECTIVES OF BANK)

1. to establish as an institution for maximizing profits and to conduct overall

economic activities.

2. to collect saving or idle money from the public at a lower rate of interests and lend
these public money at a higher rate of interests.

3. to create propensity of saving amongst the people.

[Link] motivate people for investing money with a view to bringing solvency in them.

5. to create money against money as an alternative for enhancing supply of money.

6. to build up capital through saving.

7. to expedite investments.

8. to extend services to the customers.

9. to maintain economic stability by means of controlling money market.

10. to extend co-operation and advices to the govt. on economic issues.

11. to assist the govt. for trade & business and socio – economic development.

12. to issue and control notes and currency as a central bank.

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1.1.4 TYPES OF BANKS

COMMERCIAL
BANKS

LAND
SAVINGS
DEVELOPMENT
BANKS
BANKS

CENTRAL BANKS

COOPERATIVE EXCHANGE
BANKS BANKS

INVESTMENT
BANKS

(FIGURE 3. TYPES OF BANKS)

[Link] COMMERCIAL BANKS
A commercial bank is a financial institution which performs the functions of accepting
deposits from the general public and giving loans for investment with the aim of earning
profit. In fact, commercial banks, as their name suggests, axe profit-seeking institutions, i.e.,
they do banking business to earn profit.

[Link] INVESTMENT BANKS

An investment bank (IB) is a financial intermediary that performs a variety of services. Most
Investment banks specialize in large and complex financial transactions, such as
underwriting, acting as an intermediary between a securities issuer and the investing public,
facilitating mergers and other corporate reorganizations and acting as a broker or financial
adviser for institutional clients.

[Link] EXCHANGE BANKS

Exchange Bank is a community bank offering personal and business banking services
including mortgages, home loans and lines of credit and SBA loans. When it comes to
trading, LMFX is the broker you are looking for, an innovative online foreign exchange
broker that offers advanced institutional and retail trading conditions to a global audience.
We have thought of everything you might need, to ensure a smooth hassle-free trading
experience.

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[Link] COOPERATIVE BANKS
Cooperative bank is an institution established on the cooperative basis and dealing in
ordinary banking business. Like other banks, the cooperative banks are founded by collecting
funds through shares, accept deposits and grant loans.

[Link] LAND DEVELOPMENT BANK

A land development bank, abbreviated LDB, is a special kind of bank in India, and is of
quasi-commercial type that provides services such as accepting deposits, making business
loans, and offering basic investment products. The main objective of the LDB is to
promote the development of land, agriculture and increase the agricultural production. The
LDB provides long-term finance to members directly through its branches.

[Link] SAVINGS BANK

Savings bank, financial institution that gathers savings, paying interest or dividends to savers.
It channels the savings of individuals who wish to consume less than their incomes to
borrowers who wish to spend more. This function is served by the savings deposit
departments of commercial banks, mutual savings banks or trustee savings banks (banks
without capital stock whose earnings accrue solely to the savers), savings and loan
associations, credit unions, postal savings systems, and municipal savings banks. Except for
the commercial banks, these institutions do not accept demand deposits. Postal savings
systems and many other European savings institutions enjoy a government guarantee;
savings are invested mainly in government securities and other securities guaranteed by the
government.

[Link] CENTRAL BANK

A central bank is a financial institution given privileged control over the production and
distribution of money and credit for a nation or a group of nations. In modern economies, the
central bank is usually responsible for the formulation of monetary policy and the regulation
of member banks.

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1.2 BANKING

(FIGURE 4. BANKING)

Banking is an industry that handles cash, credit, and other financial transactions. Banks
provide a Safe place to Store extra cash and credit. They offer savings accounts, Certificates
of Deposit, and checking accounts. Banks use these deposits to make loans. These loans
include home mortgages, business loans, and car loans.

A Bank is a financial institution licensed to receive deposits and make loans. Two of the most
common types of banks are commercial/retail and investment banks. Depending on type, a
bank may also provide various financial services ranging from providing safe deposit boxes
and currency exchange to retirement and wealth management.

1.2.1 DEFINITION OF BANKING

Banking is defined as “Accepting of deposits of money from public for the purpose of
Lending or Investment, repayable on demand or otherwise and withdrawable by cheque,
draft, or otherwise”

Banking can be defined as the business activity of accepting and safeguarding money
owned by other individuals and entities, and then lending out this money in order to earn a
profit.
However, with the passage of time, the activities covered by banking business have widened
and now various other services are also offered by banks. The banking services these days
include issuance of debit and credit cards, providing safe custody of valuable items, lockers,
ATM services and online transfer of funds across the country / world.

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1.2.2 HISTORY OF BANKING IN INDIA

(FIGURE 5. HISTORY OF BANKING IN INDIA)

PHASE I:
The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and
Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay
(1840) and Bank of Madras (1843) as independent units and called it Presidency Banks.
These three banks were amalgamated in 1920 and Imperial Bank of India was established
which started as private shareholders banks, mostly Europeans shareholders. During the first
phase the growth was very slow and banks also experienced periodic failures between 1913
and 1948. There were approximately 1100 banks, mostly small. To streamline the
functioning and activities of commercial banks, the Government of India came up with The
Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949 as
per amending Act of 1965 (Act No. 23 of 1965).

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PHASE II:
Government took major steps in this Indian Banking Sector Reform after independence. In
1955, it nationalised Imperial Bank of India with extensive banking facilities on a large scale
especially in rural and semi-urban areas. Second phase of nationalisation Indian Banking
Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the
banking segment in India under Government ownership.
The following are the steps taken by the Government of India to Regulate
Banking Institutions in the Country:
1949: Enactment of Banking Regulation
Act. 1955: Nationalisation of State Bank of
India. 1959: Nationalisation of SBI
subsidiaries.
1961: Insurance cover extended to deposits.
1969: Nationalisation of 14 major banks.
1971: Creation of credit guarantee
corporation. 1975: Creation of regional rural
banks.
1980: Nationalisation of seven banks with deposits over 200 crore.
After the nationalisation of banks, the branches of the public sector bank India raised to
approximately 800% in deposits and advances took a huge jump by 11,000%. Banking in
the sunshine of Government ownership gave the public implicit faith and immense
confidence about the sustainability of these institutions.

PHASE III:
This phase has introduced many more products and facilities in the banking sector in its
reforms measure. In 1991, under the chairmanship of M Narasimha, a committee was set up
by his name which worked for the liberalisation of banking practices. The country is flooded
with foreign banks and their ATM stations. Efforts are being put to give a satisfactory
service to customers. Phone banking and net banking is introduced. The entire system
became more convenient and swifter. The financial system of India has shown a great deal
of resilience. It is sheltered from any crisis triggered by any external macroeconomics shock
as other East Asian Countries suffered. This is all due to a flexible exchange rate regime, the
foreign reserves are high, the capital account is not yet fully convertible, and banks and their
customers have limited foreign exchange exposure.

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1.3 CO-OPERATIVE BANK

(FIGURE 6. CO-OPERATIVE BANK)

Co-operative banks are financial institutions that are owned and operated by their members,
who are typically also their customers. These banks operate on the principles of co-operative
governance, which emphasize democratic control, member participation and mutual
assistance.
A co-operative bank is a small-sized, financial entity, where its members are the owners and
customers of the Bank. They are regulated by the Reserve Bank of India (RBI) and are
registered under the States Cooperative Societies Act.
The Co-operative Banks have recently been in news after RBI’s restrictions on one of the
leading banks, where they were denied any kind of money withdrawal. This incident of the
Punjab and Maharashtra Co-operative Bank (PMC) has raised questions over the reliability of
such financial entities.
Co-operative Banking has proved to be an asset in terms of acting as a financial intermediary
to agricultural and allied activities, small scale industries, and self-employed workers.

1.3.1 CO-OPERATIVE BANKING IN INDIA

The Co-operative Banks in India are governed as per the Banking Regulations Act 1949
and Banking Laws (Co-operative Societies) Act, 1955.

These Banks have been opened with the motto of ‘no-profit-no-loss’ and thus, do not seek for
profitable ventures and customers only. As the name suggests, the main objective of Co-
operative Banks is mutual help.

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[Link] Given below are a few important features of Co-operative Banking in India:

 They work on the principle of ‘one person, one vote’. Since these banks are owned by
the members, a Board of Directors is chosen democratically and then they are
responsible for controlling the Organization
 Farmers can avail agricultural loans on minimum interest rates from the Co-operative
Banks
 Providing easy and accessible loans and credit benefits in the rural areas with scarce
banking facilities
 The annual profit earned is spent on financial reserves and required resources and
a part of it is distributed among the Co-operative members, as per the prescribed
limitations

These institutions play a critical role in last-mile credit delivery and in extending financial
services across the length and breadth of the country through their geographic and
demographic outreach.

1.3.2 STRUCTURE OF CO-OPERATIVE BANKS

(FIGURE [Link] OF CO-OPERATIVE BANKS)

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The image below is as per the annual report released by the Reserve Bank of India in March
2019. Of the total number of Cooperative Banks in India, they can be divided into two types,
which can further be subdivided:

Urban co-operative bank Rural co-operative bank

Non-Scheduled UCBs State Cooperative Banks

Scheduled UCBs District Central Cooperative Banks

Primary Agricultural Credit Societies

(FIGURE 8. UCBS - RCBS)

Single-state UCBs are regulated by State Registrars of Co-operative Societies (RCS)

and multi-state UCBs are governed by Central Registrar of Co-operative Societies
(CRCS).

1.3.3 HISTORY OF CO-OPERATIVE BANKS

The introduction of Co-operative Banks in India dates back to the early 20th century, which
was a time of distress for the Indian society.
A timeline as to how the co-operative banking emerged in India has been given below:
The Cooperative Credit Societies Act, 1904, was the first step taken for the co-operative
society, which got accelerated with the introduction of the Cooperative Societies Act of 1912
In post-independent India, Central Committee for Cooperative Training (1953) was set up by
RBI for establishing co-operative training Centre’s
To solve the issue of the financial crisis in the rural areas, Rural Credit Survey Committee
was set up 1954.
This co-operative movement spread through the banking sector as well and by 1950s, Co-
operative Banks had started extending their reach to the public in both rural and urban areas

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1.4 BANK OVERVIEW

ASSOCIATE CO-OPERATIVE BANK LTD

(FIGURE 9. ASSOCIATE CO-OPERATIVE BANK LTD)

1.4.1 HISTORY & EVOLUATION

Associate Co-operative Bank Ltd. commenced its banking operations in the year 2000 and it
has come a long way since then. It is the youngest Co-operative Bank in Gujarat, last so
licensed by RBI. It has been able to achieve highly impressive business growth over the years
despite its comparative younger age Bank has succeeded in attaining business exceeding Rs.
336.32 Crore (Rs. Three Hundred Thirty-Six crores to be precise) as on 31st
March,2024. Bank In due course, the bank has recently started two more branches one at
Piyush Point, Pandesara & the other at Ramnagar, Adajan, Surat.
The bank has gradually developed the Banking activities and at the end of 24th year, with a
network of 6 branches, the share capital and reserves raised to more than Rs.31.42 Crore and
the deposits having crossed Rs.214.18 Crore mark, a rare phenomenon in Cooperative
Banking Sector in all over India particularly so when considered from the age point of view
of the bank. The numbers of depositors now stand to 28,666. The latest figures of share
capital and reserves amount to Rs.31.42 Crore. The deposits stood at Rs.214.18 Crore and
Advances Rs.122.14 Crore. The bank is working with 67 nos. of staff members for Seven
offices (branches) in all.

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1.4.2 ORGANIZATION STRUCTURE

4.2.1 Boards of directors

The board of the bank comprise of directors holding professional qualifications and
reputed businessmen.

Dashrath Bhai N. Patel Chairman CA Kuldeep K. Mehta M.D.

Darabhai K. Pooniwala Director Ashokbhai Chhajed Director

Dineshbhai Wadiwala Director Bhimabhai Gamit Director

Babubhai K Rayka Director Manali B Contractor Director

Jayeshbhai F. Bhuta Director Darshini Ketan Bhandari Director

Narendrabhai I Jariwala Director Paresh P Lilawala C.E.O

Kamalbhai A Jariwala Director Hinal Magdelia B.O.M

Satishbhai V Bandariya Director

Hiren N Jariwala B.O.M

CA Jigar Choksi Deepikaben Kelawala B.O.M

Director

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1.4.3 BANK DETAILS

Name of Bank Associate Co-Operative Bank Ltd.

Registered with Registrar of Co-Operative Society,
Gujarat State.
Register No. SA 3219 Date : 01/06/1999
RBI License No & Date UBD GUJ.001 1 P Date : 26/11/1999
Head Office Address 1st Floor, Surat Vankar
Sangh Building,
Opp. Reshamwala Market, Ring
Road,
Surat – 395 003, Gujarat, India,
Phone No, : 0261 – 2341534–35-36
Fax No. : 0261 – 2342139
E-mail : support@[Link]
Date of Inception 27/01/2000
Territory covered Surat, Navsari, Valsad, Bharuch and
Tapi District
Branches Head Office + 6 Branches
No. of Share Holder 9984
Share Capital Rs.6.04 Crore (as on 31/03/2024)
Deposits Rs.214.18 Crore (as on 31/03/2024)
Advances Rs.122.14 Crore (as on 31/03/2024)
Credit Deposit Ratio 57.03%
Operating Profit Rs.2.78 Crore (as on 31/03/2024)
Employees 67

(TABLE 1. BANK DETAILS)

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1.4.4 BANK PROFILE

Name of Bank
ASSOCIATE CO-OPERATIVE BANK LTD.

 Registered with
Registrar of Co-Operative Society, Gujarat State.

 Registration No
SA 3219 Date : 01/06/1999

 Reg. under act

Gujarat Co-Operative Societies Act.

 Date of
Inception 27/01/2000

RBI License No & Dt

UBD GUJ.001 1 P Date : 26/11/1999

 Head Office Address

1st Floor, Surat Vankar Sangh Building, Ring Road, Surat

Pan
Number
AAAAA1521H
 Tan Number
SRTA01684E

Service Tax Number

AAAAA1521HST001
 GSTIN
24AAAAA1521H1ZI

(TABLE 2. BANK PROFILE)

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1.4.5 TECNO SURVY
Our bank is a CBS (Core Banking System) Bank and it has already embraced all
contemporary technological advancements which a modern bank is supposed to do. The bank
has a complete set of state of the art modern electronic and techno savvy equipments to cater
to the needs of various segments of the society.
We have started SMS based Mobile Banking for our customers. This service provides
account related information such as Clearing Cheque Detail, Cash withdrawal information,
Return Clearing Cheque Detail, Account Balance, Cheque Status Fixed Deposit Maturity
Details etc. by way of SMS. Bank has also started off-line Internet Banking facility for their
customers. The Bank has its own mobile “APP” through which the customers can view their
accounts on their mobile phone through android application.
We have already installed necessary infrastructure and machinery for issue of personalized
preprinted cheque books. We also have CCTV cameras and electronic security system
with auto dialer installed in our premises.
We also have cash counting machines installed for customer convenience. Our customers
also have been provided a cash counting machine separately for their individual use.
Bank offer “Rupay” ATM cum Debit Cards. You can not only withdraw Cash from ATM
But you can also pay your Shopping Bills. Customers will be able to use these debit cards
for e- commerce transactions such as Online Shopping, Online Movie, Railway & Air
tickets Booking, Pay Utility Bills such as Light Bill, Gas Bill, Telephone and Mobile Bill,
Government and Municipal Taxes etc.

[Link] The vital factors of our Bank are as follows:

 Core Banking System (CBS) for provide better service to the customer. Through
CBS customer can fulfill their banking needs any branches of the bank.
 Bank has started E-payment facility for the customers of the bank for the purpose of
payment of Income-tax.
 CTS-2010 compiled personalized cheque book are being issued to all customers of
the bank.
 RTGS/NEFT facility is also available.
 Franking of stamp duty – arranged by Revenue Dept. of Gujarat State.
 Locker facility
 All India ATM cum Debit cards issued.
 Prime Minister’s JivanJyotilife insurance and Accidental Insurance schemes available.
 With steady growth and strength, we are moving towards higher status in the
Banking arena and as well as in Co-operative Sector of Gujarat.
[Link] Immediate Payment Services (IMPS):
Immediate Payment Service-IMPS is an instant payment inter-bank electronic funds transfer
service through mobile phones. Unlike NEFT and RTGS, the service is available 24*7
through out the year including bank holidays. It is a platform that makes the payments
possible within a fraction of seconds:

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1.4.6 FINANCIAL STRENGTH

finance Total Amt. No. Of Reserve Total Total Loan Operating

Year of Share Share Fund Deposit Amount Profit
Holder Holder Amount
Ac.
1999-00 47.69 2849 0 403.36 254.00 3.98
2000-01 72.11 4652 5.11 1529.7 920.21 22.65
2001-02 84.33 5055 23.26 2176.9 1153.26 35.69
2002-03 95.97 6265 46.02 2390.65 1317.75 32.7
2003-04 111.17 6586 93.22 2759.07 1623.31 60.49
2004-05 113.54 6585 139.02 2404.93 1532.52 53.36
2005-06 108.71 6510 177.38 2675.99 1329.5 59.67
2006-07 111.38 6553 207.2 3484.59 1338.91 53.18
2007-08 115.96 6518 241.02 4269.37 1472.18 104.52
2008-09 225.3 7075 332.28 4787.48 1671.56 146.03
2009-10 234.72 7126 410.06 4486.56 1938.62 170.18
2010-11 246.53 7678 489.55 5215.26 2380.56 174.29
2011-12 301.08 7947 595.13 5706.6 2858.43 236.66
2012-13 329.38 8108 692.59 5963.6 2928.32 230.03
2013-14 344.15 8331 794.07 7600.12 3120.26 218.43
2014-15 396.48 8539 930.24 8380.54 3761.49 315.65
2015-16 424.54 8772 1120.07 10036.14 4533.12 365.06
2016-17 440.84 8849 1376.34 15165.04 5200.39 467.38
2018-19 517.06 8788 1815.87 14352.90 7502.69 322.15
2019-20 517.24 8928 1949.94 14429.70 8104.85 283.27
2020-21 520.03 9141 2145.48 17234.41 9354.16 300.31
2021-22 540.43 9309 2272.44 17590.03 10358.01 237.69
2022-23 573.10 9620 2384.18 18078.03 11719.53 237.69
2023-24 603.78 9984 2537.72 21418.25 12214.36 277.71

(TABLE 3. FINANCIAL STRENGHT)

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1.4.7 SERVICES PROVIDED BY ASSOCIATE CO-OPERATIVE BANK

[Link] SAFE DEPOSIT LOCKER

Associate Co-Op. Bank Ltd. offer safe deposit lockers for safety of your valuables. We offer
different size of safe deposit lockers according to your needs at our Ring Road (H.O.) and
Sagrampura Branch, Adajan Branch against non-interest-bearing FD.
 Interest rate of safe deposit locker
HEAD SAGRAMPURA BAMROLI ADAJAN
OFFICE
LOCKER SAG-A 6”*4’ BAM-A 7”*6’ ADJ-A
SIZE 4.5”*4.9’
RENT 500 500 590
KEY 6500 6500 6500
DEPOSIT

LOCKER HO-A 6”*5’ SAG-B 7”*6’ BAM-B 10”*7’ ADJ-B 6”*7.5’

SIZE
RENT 500 1000 750 1180
KEY 6500 6500 7000 10000
DEPOSIT

LOCKER HO-B SAG-C 13”*4’ BAM-C 13”*4’ ADJ-C

SIZE 13”*4.5’ 4.5”*12.10’
RENT 1250 1250 500 1475
KEY 11000 11000 6500 11000
DEPOSIT

LOCKER HO-C SAG-D 10”*7’

SIZE 10”*7.50’
RENT 1250 1250
KEY 11000 11000
DEPOSIT

LOCKER SAG-E 16”*5’ ADJ-E

SIZE 5.8”*15.50’
RENT 1250 1593
KEY 11000 11000
DEPOSIT

LOCKER SAG-F 7”*12’ ADJ-F

SIZE 10.50”*12.10’
RENT 1500 2596
KEY 12000 15000
DEPOSIT
(TABLE 4. INTEREST RATE OF SAFE DEPOSIT LOCKER)

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 [Link] DEMAND DRAFT
Demand Draft is way for remitters to transfer money. A Demand Draft is more secure than a
normal cheque as it can only be credited to a specific payees account, and a customer can
only be reimbursed under indemnity if the draft is lost or stolen. Associate Co-operative
Bank draft is a low-cost, convenient method of payments.
 PAY ORDER SERVICE
Pay order is secure way to make payment, pay order can be made of your party’s
name. And it is best proof of payment of this amount and on date. so, instead of
giving cheque you can make pay order from bank and bank will make a payment from
your account.
 Government TAX Payment
Our bank makes online payment facility for government tax (e.g.: Income Tax and
Service Tax)

[Link] MICR AND NEFT/RTGS

Branch Name MICR IFS Code RTGS NEFT

Code Time Time
Head Office 395449002 GSCB0ASCB02 10:00 AM 10:00 AM
To 4:30 To 4:30
PM PM
Umarwada 395449003 GSCB0ASCB02 10:00 AM 10:00 AM
Branch To 4:30 To 4:30
PM PM
Sagrampura 395449004 GSCB0ASCB02 10:00 AM 10:00 AM
Branch To 4:30 To 4:30
PM PM
Salabatpura (Ved 395449005 GSCB0ASCB02 10:00 AM 10:00 AM
Road) Branch To 4:30 To 4:30
PM PM
Puna Kumbharia 395449006 GSCB0ASCB02 10:00 AM 10:00 AM
Branch To 4:30 To 4:30
PM PM
Bamroli Branch 395449007 GSCB0ASCB02 10:00 AM 10:00 AM
To 4:30 To 4:30
PM PM
Adajan Road 395449008 GSCB0ASCB02 10:00 AM 10:00 AM
Branch To 4:30 To 4:30
PM PM

(TABLE 5. MICR AND NEFT/RTGS)

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 [Link] IMPS
Associate Co-Op. Bank Ltd. Offers IMPS services to the customers where customers have to
register one time for the service and shall in turn receive a unique MMID and MPIN to
receive money from any person who have his/her MMID or a internet banking account or
Mobile banking facility.
 What is IMPS?
IMPS is an innovative real time payment service that is available round the clock.
This service is offered by National Payments Corporation of India (NPCI) that
empowers customers to transfer money instantly through banks and RBI authorized
Prepaid Payment Instrument Issuers (PPI) across India.

 What are the benefits of IMPS?

Instant
Available 24 x7 (functional even on holidays)
Safe and secure, easily accessible and cost effective
Channel Independent can be initiated from Mobile/ Internet / ATM channels
Debit & Credit Confirmation by SMS

 What are the services available under IMPS?

Funds Transfer and Remittances
Sending Money Using Mobile number & MMID (P2P)
Sending Money Using Account number & IFS Code (P2A)
Receiving Money Using Mobile number & MMID (P2P)
Receiving Money Using Account number & IFS Code (P2A)
 Services Offered under IMPS
P2P - IMPS offer an instant,24*7 interbank electronic fund transfer service capable of
processing person to person, person to account and person to merchant remittances via
mobile, internet and atms. It is a multichannel and multidimensional platform that make the
payments possible within fraction of seconds with all the standards and integrity maintained
for security required for even high worth transactions.
Sender & Receiver
 Have to register for Mobile Banking & get a unique ID called “MMID”
 Generation of MMID is a One-time process.
 Remitter (Sender) transfer funds to beneficiary (Receiver) using Mobile no. &
7digit MMID of beneficiary.
P2A - is possible using Beneficiary account number and IFS code as well, in addition to
Beneficiary mobile number and MMID.

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 [Link] UPI SERVICES

Associate Co-Op. Bank Limited Proudly Announces Its UPI Services. Now send and receive
money through UPI fast & easy. You can transfer money to any person, wallet or pay utility
bills. Start using the UPI services by linking your account with UPI through various
application such as BHIM UPI, Whatsapp, PayTM, MobiKwik, PhonePe. Various popular
portals like Amazon, Flipkart etc. now accepts payment mode as UPI.
Note: UPI Pin Creation requires ATM Card details for the first Time only. After UPI pin is
created and activated if ATM Card is closed or Blocked UPI services/transactions shall still
work without any issues. UPI transactions can only be stopped by Unlinking your UPI id
with app that customer has liked with like BHIM/Googlepay/PhonePe/Paytm/Google Pay etc.

[Link] ATM
To provide flexibility and access to account holder 24 X 7 to the customers’ bank has tied up
with NPCI for Rupay card. Through Rupay card customer can withdraw money upto Rs.
25,000 per day, can check balance enquiry, can get mini statement for their accounts and can
change their accounts PIN anywhere in INDIA.
RuPay Card Holder can also make online purchases.
ATM Limit 1k to 25k
POS Limit 1 lakh.
UPI Limit 1 lakh.
E-com limit 1
lakh.

[Link] MUTUAL FUND

Whether you want to create wealth or preserve it, whether you’re looking at the capital
appreciation or your long-term goals, you’ll find all the right answers with our recommended
mutual funds.

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 [Link] LOAN
Bank is providing various types of Direct Finance To Legal Entity (LE), Individual, Traders,
MSI (Medium Scale Industries), Professional & Self Employed, as also bank is providing
Housing Loan, Vehicle Loan, Gold Loan, Loans, Consumer durable Loan etc.

Loan Type Interest Rate

Cash Credit Up to Rs.25.00 (Lakhs) 9.95%
Cash Credit Above Rs.25.00 (Lakhs) 10.15%
Term Loan (Working Capital) Up to Rs.25.00 (Lakhs) 9.95%
Term Loan (Working Capital) Above Rs.25.00 (Lakhs) 10.15%
Over Draft (Working Capital) Up to 25.00 (Lakhs) 10.15%
Over Draft (Working Capital) Above 25.00 (Lakhs) 10.35%
Plant and Machinery Loan Up to 25.00 (Lakhs) 9.70%
Plant and Machinery Loan Above 25.00 (Lakhs) 9.95%
Plant and Machinery Old Machinery Loan 10.15%
Housing Loan Up to Rs.25.00 (Lakhs) (New Purchase / Renovation 8.95%
/ Construction)

Housing Loan Above Rs.25.00 (Lakhs) (New Purchase / 9.10%

Renovation / Construction)

Mortgage Loan 11.50%

Commercial Vehicle Loan 12.00%
Vehicle Loan Up to Rs.3 Lakh 12.00%
Vehicle Loan Above Rs.3 Lakh 9.15%
Vehicle Loan Existing Loan Holder 8.95%
Old Vehicle 12.00%
Over Draft / Loan Against Fixed Deposit F.D. Rate + 1.00%
Over Draft / Loan Against Fixed Deposit (Third Party) F.D. Rate + 1.50%
Govt Sec Loan (NSC/KVP/LIC) 8.25%
Govt Sec Loan (NSC/KVP/LIC) For MSME 8.15%
Gold Ornament Loan (Up to Rs.2.00 Lakh) 8.50%
Solar Panel Loan (Residence) 8.75%
Solar Panel Loan (Commercial) 9.75%
Personal Loan (Surety) Up to Rs.5 Lakhs 15.00%
Personal Loan (Surety) For Salaried Person 12.00%
Business Loan (Surety) Up to Rs.5 Lakhs 14.00%
Business Loan (Surety) Working Capital 11.00%
Loan Against File / Dastavej Upto Rs. 5 Lakhs 11.00%
Professional Loan for Doctor Equipment Up to Rs.25 Lakhs 9.05%
Professional Loan for Doctor Clinic / Hospital / Office 9.50%
Education Loan Up to Rs.5 Lakhs (Surety) 12.00%
Education Loan Up to Rs.20 Lakhs 10.05%
Education Loan Above Rs.20 Lakhs 11.50%
Mahila Loan upto Rs. 1 Lakh 10.00%
(TABLE 6. LOAN)

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 1.4.8 DEPOSITS

[Link] SAVING ACCOUNT

 What is Saving Account?

A safe and easy way to save your money is with a bank savings account. A bank savings
account allows you to deposit money (add money to your account) or withdraw money
(remove money from your account) at any time. In return for keeping your money at the
bank, the bank pays you money, also known as interest.
Interest will be earned on the money you have on deposit at the bank. Since you may deposit
or withdraw money each day, the bank will calculate how much money you should receive in
interest. You will also receive a periodic statement from the bank listing your deposits,
withdrawals, interest, and account balances. Passbook is also given to the depositors.
 Why Saving Account with Us?
The Savings Accounts from Associate Co-Operative. Bank Ltd. promises you a unique
banking experience through innovative features and very good services. It provides you with
a host of benefits to take care of all your banking needs. Opening a saving account with us is
easy and speedy.
Further Bank offer “Rupay” ATM cum Debit Cards. You can not only withdraw Cash from
ATM But you can also pay your Shopping Bills. Customers are able to use this debit cards
for e-commerce transactions such as online shopping, purchasing Railway & Air tickets, pay
utility bills through net.
We issue Personalize Cheque Book with CTS 2010 features. We issue 2 free cheque books
of 15 leaves. to all Savings account holders.

[Link] CURRENT ACCOUNT

 What is Current Account?

Current Account is primarily meant for businessmen, firms, companies, public enterprises
etc. that have numerous daily banking transactions.
In a Current Account, a customer can deposit any amount for any number of times. He can
also withdraw any amount as many times as customer wants, subject to availability of fund in
the account.
Current Accounts are meant neither for the purpose of earning interest nor for the purpose of
Savings but only for convenience of the business.
 Why Current Account with Us?
The Current Accounts with Associate Co-Op. Bank Ltd. promises you a unique banking
experience through innovative features and best services. It provides you with a host of

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benefits to take care of all your banking needs. Opening a current account with us is easy and
speedy.
We offer RTGS / NEFT for your fastest collection and payment. We also offer “Rupay”
ATM cum Debit Cards. You can not only withdraw Cash from ATM But you can also pay
your Shopping Bills. Customers are able to use these debit cards for e-commerce transactions
such as online shopping, purchasing Railway & Air tickets, pay utility bills through net.
We issue Personalize Cheque Book with CTS 2010 features. We also give free cheque book
on maintaining monthly average balance of Rs.5,00,000/= (Rupees five Lacs Only.)

[Link] RECURRING ACCOUNT

 What is Recurring Deposit?

Recurring Deposit scheme is meant for investors who want to deposit a fixed amount every
month, in order to get a lump sum after one to five years. The scheme, a systematic way
for long term savings, is one of the best investment options for the low-income groups.
 Why Recurring Deposit with Us?
The minimum investment in our bank Recurring Deposit Account is Rs 100/- and then in
multiples of Rs. 100/-. Anyone can open this account in their personal name. Two or more
individuals can open combine account. The bank will provide passbook to depositor and
depositor have to take passbook when they come for deposit monthly installment or close
account. The bank do not take any commission on monthly installment deposit from
depositor.
The object of recurring deposits is to provide an opportunity to build up savings through
regular monthly deposits of fixed sum over a fixed period of [Link] your financial
goals you can aim to achieve them with our Recurring Deposit [Link] aside a small
amount every month and earn interest on the whole amount.
Pass book issued for a record of all transactions. Premature withdrawal of accumulated
amount permitted as per bank [Link] can be opened in single or joint names.
Monthly Installment Scheme Saving on monthly basis Attractive interest rates bigger
amount on Maturity Choices of 12 to 120 Months.

[Link] FIXED DEPOSITS

 What is Fixed Deposit?

A fixed deposit is meant for those investors who want to deposit a lump sum of money for a
fixed period; say for a minimum period of 15 days to ten years, thereby earning a higher rate
of interest in return. Investor gets a lump sum (principal + interest) at the maturity of the
deposit.

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Banks fixed deposit scheme is one of the most common savings schemes for an average
investor. Fixed deposit also gives a higher rate of interest than a savings bank account. Some
of the facilities offered by bank on fixed deposit are overdraft (loan) facility on the amount
deposited, premature withdrawal before maturity period (which involves a loss of interest)
etc. Bank deposits are fairly safer because banks are subject to under control of the Reserve
Bank of India.
 Why Fixed Deposit with Us?
Bank deposits are the safest investment after Post office savings because all bank deposits are
insured under the Deposit Insurance & Credit Guarantee Scheme of India. It is possible to get
a loans up to 85% of the deposit amount from banks against fixed deposit receipts. The
interest charged will be 1.25% more than the rate of interest earned by the depositors. TDS is
applicable on interest more then Rs.40000/- and above and for this purpose bank has policy to
make nominal member so TDS is not applicable.
Our Bank offers you simple Fixed Deposits (at very competitive interest rate). You can
deposit money for 15 days to 10 years also. In Fixed Deposit, you can transfer your interest in
your existing account (Current, Savings) quarterly.
Maturity period ranges from 15 days to 10 years.
Range of choice of periods as per your choice and liquidity quarterly interest.
 Eligibility:
Any individual, HUF, Partnership firm, Company etc. can make a FD with us. A minor can
also invest in FD. Senior Citizen gets 0.5% more interest. The depositor has to provide
required KYC documents.

Deposit Type Individual Senior Citizen

30 Days Auto Renewal 4.00% 4.00%
7 Days to 15 Days 3.75% 3.75%
16 Days to 45 Days 4.00% 4.00%
46 Days to 90 Days 4.75% 4.75%
91 Days to 180 Days 5.00% 5.00%
181 Days to 270 Days 6.50% 6.50%
271 Days to 365 Days 7.00% 7.00%
Above 1 Year Upto 2 Years 7.75% 8.25%
Above 2 Years Upto 3 Years 7.50% 8.00%
Above 3 Years Upto 5 Years 7.00% 7.50%
Above 5 Years 6.50% 7.00%
(TABLE 7. INTEREST RATE OF FD)

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 CHAPTER 2:
METHODOLOGY OF THE
STUDY

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 2.1 RESEARCH TOPIC:

The study title is “CUSTOMER RELATIONSHIP MANAGEMENT OF THE

ASSOCIATE CO-OPERATIVE BANK LTD”

2.2 OBJECTIVES OF THE STUDY

1. Assessing Customer Satisfaction: The primary objective is to measure the current level
of customer satisfaction at this branch. This will involve gathering feedback from customers
through surveys, interviews, and other data collection methods to understand their overall
satisfaction levels and identify areas of improvement.
2. Identifying Key Factors: The research will identify the key factors that influence
customer satisfaction within the bank branch context. This will involve exploring
various aspects, such as service quality, waiting times, staff competence, complaint
resolution, convenience, and overall customer experience.
3. Analysing Customer Expectations: Understanding customer expectations is vital for
improving customer satisfaction. The research will investigate the specific expectations
and preferences of customers regarding the services provided by this branch. This will help
identify any gaps between customer expectations and the actual service delivery.
4. Examining Service Quality: The study will evaluate the quality of services provided
by this branch and its impact on customer satisfaction. This will involve assessing various
dimensions of service quality, such as reliability, responsiveness, assurance, empathy, and
tangibles, and their influence on customer perceptions.
5. Identifying Improvement Opportunities: Based on the findings, the research will
identify specific improvement opportunities that can enhance customer satisfaction at
this branch. This may include recommendations for process improvements, staff training,
customer engagement initiatives, or technological enhancements.
6. Providing Recommendations: The research will conclude with practical
recommendations for this branch to enhance customer satisfaction based on the research
findings. These recommendations will be aimed at developing strategies and initiatives
that can address the identified areas of improvement and positively impact the overall
customer experience.

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2.3 NATURE OF DATA
1. Qualitative Data: Qualitative data will be collected through methods such as interviews,
focus groups, and open-ended survey questions. This type of data will capture detailed
insights into customer experiences, opinions, and perceptions regarding the services provided
by the branch. It will provide rich, descriptive information about specific aspects of customer
satisfaction, allowing for a deeper understanding of the underlying factors.
2. Quantitative Data: Quantitative data will be gathered through structured surveys or
questionnaires administered to a sample of customers. This data will be numerical in
nature and will focus on measuring customer satisfaction levels based on predefined
criteria and rating scales. The quantitative data will provide statistical insights into overall
satisfaction levels, allowing for comparisons and analysis across different customer
segments.
3. Customer Feedback: Customer feedback will play a crucial role in collecting data for this
study. It can be obtained through various channels, including in-person interactions, online
feedback forms, suggestion boxes, and digital platforms. Feedback data may include
comments, suggestions, complaints, and compliments, which will contribute to
understanding the specific areas where customer satisfaction can be improved.
4. Internal Data: Internal data from the bank, such as transaction records, customer
profiles, service request logs, and complaint records, can also provide valuable insights. This
data can be analyzed to identify patterns, trends, and potential correlations between customer
satisfaction and various operational factors.
5. Secondary Data: Secondary data from industry reports, customer satisfaction surveys
conducted by other organizations, and benchmarking data can provide additional context
and comparative analysis. This data can supplement the primary data collected and provide a
broader perspective on customer satisfaction trends and benchmarks within the banking
industry.

2.4 DATA SAMPLING

1. Random Sampling: Random sampling involves selecting a random subset of
customers from the entire customer population. This technique ensures equal chances of
selection for each customer, reducing bias and providing a representative sample.
2. Stratified Sampling: Stratified sampling involves dividing the customer population into
distinct groups or strata based on specific characteristics such as age, gender, account type, or
transaction volume. Then, a proportional number of customers are selected from each
stratum to ensure representation from different segments.
3. Cluster Sampling: Cluster sampling involves dividing the customer population into
clusters or groups, such as geographical locations or account types. A subset of clusters
is randomly selected, and then all customers within the selected clusters are included in
the sample.
4. Convenience Sampling: Convenience sampling involves selecting customers based
on their convenient accessibility and availability. This technique may not provide a

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representative sample, as it relies on convenience rather than random selection. However, it
can be useful for gathering quick insights or preliminary data.
5. Purposive Sampling: Purposive sampling involves selecting customers who possess
specific characteristics or experiences relevant to the research topic. This technique allows for
targeted data collection from individuals who can provide valuable insights, such as long-
term customers or those who have recently interacted with the bank.

2.4 DESCRIPTION OF VARIABLES

1. Customer Satisfaction: This variable represents the overall satisfaction levels of
customers with the services provided by adajan branch. It can be measured on a scale,
ranging from highly dissatisfied to highly satisfied, or through specific satisfaction indicators
such as service quality, responsiveness, convenience, and overall experience.
2. Service Quality: This variable refers to the perceived quality of services offered by
the bank branch. It encompasses factors such as the efficiency of transactions, accuracy
of account information, professionalism of staff, ease of accessing services, and the
effectiveness of problem resolution.
3. Responsiveness: This variable relates to the promptness and effectiveness of the
branch's response to customer queries, requests, or complaints. It captures the level of
attentiveness, empathy, and willingness of the branch staff to address customer needs in a
timely manner.
4. Convenience: This variable represents the level of convenience and ease experienced by
customers when utilizing the branch's services. It includes factors such as the availability of
selfservice options, operating hours, waiting times, and the accessibility of banking
facilities.
5. Overall Experience: This variable reflects the holistic experience of customers during
their interactions with adajan Branch. It considers the cumulative effect of various
touchpoints, including the physical environment, staff behaviour, communication
channels, and the overall impression customers have of the branch.
6. Customer Loyalty: This variable measures the likelihood of customers to continue using
the services of adajan Branch and recommend it to others. It captures the level of trust,
satisfaction, and emotional attachment customers have towards the branch, which
influences their long-term engagement and loyalty.
7. Demographic Variables: In addition to the satisfaction-related variables, demographic
variables such as age, gender, occupation, income level, and educational background can
be included. These 11 variables allow for segmenting the data and analysing satisfaction
levels among different customer groups.

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2.5 DESCRIPTION OF THE INSTRUMENT FOR DATA COLLECTION
The instrument for data collection in this study refers to the tool or method used to gather
data from customers to assess their satisfaction levels. Several instruments can be employed
to collect data for this topic, including:
1. Questionnaire: A structured questionnaire can be designed to gather quantitative data
from customers. The questionnaire may consist of closed-ended questions with predefined
response options, allowing for standardized data collection. It can cover various aspects of
customer satisfaction, such as service quality, responsiveness, convenience, and overall
experience. The questionnaire can be administered in person, through email, or online
platforms.
2. Interviews: Semi-structured or structured interviews can be conducted with selected
customers to gather qualitative data. Interviews provide an opportunity to delve deeper into
customer experiences, perceptions, and suggestions. They allow for open-ended questions
and follow-up queries to obtain detailed insights into customer satisfaction factors. Interviews
can be conducted face-to-face or through telephonic or video communication.
3. Focus Groups: Focus groups involve bringing together a small group of customers to
participate in a guided discussion about their experiences and satisfaction with adajan
Branch. The group dynamics allow participants to interact, share opinions, and generate new
insights. Focus groups provide qualitative data and can be facilitated by a moderator to guide
the discussion and ensure all relevant topics are covered.
4. Customer Feedback Forms: Customized feedback forms can be distributed to
customers at adajan Branch, allowing them to provide specific feedback on their
experiences and satisfaction levels. These forms may include both open-ended and closed-
ended questions, giving customers the flexibility to express their thoughts and rate their
satisfaction on different aspects.
5. Observation: Direct observation of customer interactions and behaviours within adajan
Branch can provide valuable insights into their satisfaction levels. Observations can capture
the physical environment, staff-customer interactions, waiting times, and other factors that
contribute to customer satisfaction. Observational data can be recorded using field notes,
photographs, or video recordings.
The choice of instrument(s) will depend on the research objectives, available resources, and
the type of data needed. A combination of multiple instruments can be used to gather both
quantitative and qualitative data, allowing for a comprehensive understanding of customer
satisfaction at adajan Branch. The instrument(s) should be carefully designed, pre-tested, and
tailored to ensure they effectively capture the desired information and align with the research
goals.

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2.6 ANALYTICAL TOOLS USED AND LIMITATIONS OF YOUR
STUDY.
1. Descriptive Statistics: Descriptive statistics, such as mean, median, mode, and standard
deviation, can be used to summarize and describe the data collected on customer satisfaction.
These statistics provide a snapshot of the overall satisfaction levels and help in identifying
key trends and patterns.
2. Inferential Statistics: Inferential statistics, including hypothesis testing, chi-square tests,
correlation analysis, and regression analysis, can be employed to analyse the relationships
between different variables and draw meaningful conclusions. These statistical techniques
allow for the exploration of associations and significance levels between customer
satisfaction and various factors.
3. Data Visualization: Data visualization techniques, such as charts, graphs, and tables,
can be utilized to present the findings in a visually appealing and easily interpretable format.
Visual representations help in conveying complex information and patterns effectively to
stakeholders.

 LIMITATIONS OF THE STUDY:

1. Sample Bias: The study's findings may be influenced by the characteristics and
preferences of the sampled customers. If the sample is not representative of the broader
customer population, the results may not accurately reflect the overall customer satisfaction
levels at adajan Branch.
2. Subjective Responses: Customer satisfaction is subjective, and responses obtained
through questionnaires or interviews may be influenced by personal biases, perceptions,
or memory recall. This subjectivity can introduce a level of uncertainty in the data
collected.
3. Social Desirability Bias: Customers may provide responses that they perceive as socially
desirable rather than expressing their true opinions. This bias can lead to inflated
satisfaction ratings and may not provide an accurate reflection of the actual level of
satisfaction.
4. Limited Generalizability: The findings of this study may have limited
generalizability beyond the specific context of adajan Branch. Factors such as the unique
characteristics of the branch, customer demographics, and the time period of the study can
impact the generalizability of the results to other bank branches or customer populations.
5. Data Availability: The study's findings are reliant on the availability and accuracy of
the data collected. Incomplete or inaccurate data can compromise the validity and reliability
of the analysis.
6. Time and Resource Constraints: The study's scope may be limited by time constraints
and resource availability. The researcher may not have sufficient time or resources to
collect extensive data or conduct a comprehensive analysis, which could impact the depth
and breadth of the findings.
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 CHAPTER 3:
DATA ANALYSIS AND
FINDING

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3.1.1 AGE

25

21

20

15

12

10 9 9
8 88 8 8
7
6 6
5 5 55 5 5
5 4 44 4
333 33
2 2 2 22 2 2 2 2
11 1 1 1 1 11 1 11

0
613 16 18 20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 55 61 66

Interpretation
As per the above chart, it is the clear most of the respondent are within the age
group of 22 years and 21 years.

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3.1.2 GENDER

FACTORS NO. OF RESPONSES

MALE 115
FEMALE 85
OTHER 0

Interpretation
As per the above pie chart, it is the clear 57.50% respondent are male and
42.50% respondent are female. The male respondent are higher than female.

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3.1.3 OCCUPATION

FACTORS NO. OF RESPONSES

BUSINESS 35
SERVICES / JOB 70
PROFESSIONAL 18
STUDENT 60
HOME MAKER 14
OTHER 3

30%

9%
7% BUSINESS
SERVICES / JOB

1.50% PROFESSIONAL
STUDENT
HOME MAKER
OTHER

17.50%

35%

Interpretation
As per the above pie chart, the most of the respondent are services/job person.
The 35% respondent are services/job person and 30% respondent are students.

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3.1.4 INCOME (YEARLY)

FACTORS NO. OF RESPONSES

BELOW RS.50000 70
BETWEEN RS.50000 TO RS.250000 47
BETWEEN RS.250000 TO RS.500000 47
ABOVE RS.500000 20
NO INCOME 16

23.50%

10%

BELOW RS.50000
8% BETWEEN RS.50000 TO RS.250000 BETWEEN RS.250000 TO R

23.50% ABOVE RS.500000

NO INCOME

35%

Interpretation
As per the above pie chart, the most of the respondent income (yearly) are
below Rs. [Link] 35% respondent income is below Rs. 50000 and 23.50%
respondent income are between Rs. 50000 to Rs. 250000 and between Rs.
250000 to Rs. 500000.

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3.1.5 FOR HOW LONG YOU ARE PART OF ASSOCIATE CO-
OPERATIVE BANK LTD?

FACTORS NO. OF RESPONSES

LESS THAN 6 MONTHS 35
BETWEEN 1 TO 2 YEARS 58
BETWEEN 2 TO 3 YEARS 40
MORE THAN 3 YEARS 61
25 YEARS 1
12 YEARS 1
NO IDEA REGARDING THIS 4

30.50%

0.50%
LESS THAN 6 MONTHS
20%
BETWEEN 1 TO 2 YEARS

0.50% BETWEEN 2 TO 3 YEARS

2% MORE THAN 3 YEARS 25 YEARS
12 YEARS
NO IDEA REGARDING THIS

17.50%

29%

Interpretation
As per the above pie chart, the most of the respondent are part of associate bank
is more than 30 years. The 30.50% respondent are part of associate bank is
more than 3 years. And 29% respondent are part of associate bank is less than 6
months.

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  Gender * for how long part of associate co-operative bank ltd? (crosstab)

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
 for how long 200 100.0% 0 0.0% 200 100.0%
part of associate
co- operative
bank ltd? *
Gender

 for how long part of associate co-operative bank ltd? * Gender

Crosstabulation
Count
Gender
Female MALE Total
for how long 12 years 0 1 1
part of 25 years 0 1 1
associate co- Between 1 to 2 years 28 30 58
operative Between 2 to 3 years 14 26 40
bank ltd? Less than 6 months 25 10 35
More than 3 years 15 46 61
No 1 0 1
No idea regarding this 1 0 1
Not 0 1 1
Not at all 1 0 1
Total 85 115 200

Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
Pearson Chi-Square 27.981a 9 <.001
Likelihood Ratio 30.681 9 <.001
N of Valid Cases 200
a. 12 cells (60.0%) have expected count less than 5. The
minimum expected count is .43.

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3.1.6 ARE YOU USING ONLINE BANKING?

FACTORS NO. OF RESPONSES

YES 167
NO 33

16.50%

YES NO

83.50%

Interpretation
As per the above pie chart, the most of the respondent are using online banking
facility.83.50% respondent are using online banking.

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  Gender * Are you using online banking? (crosstab)

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
Gender * Are you 200 100.0% 0 0.0% 200 100.0%
using online
banking?

 Gender * Are you using online banking?

Crosstabulation
Count
Are you using online
banking?
NO YES Total
Gender Female 25 60 85
MALE 8 107 115
Total 33 167 200

Chi-Square Tests
Asymptotic
Significance Exact Sig. (2- Exact Sig. (1-
Value df (2-sided) sided) sided)
Pearson Chi-Square 17.888a 1 <.001
Continuity 16.295 1 <.001
Correctionb
Likelihood Ratio 18.084 1 <.001
Fisher's Exact Test <.001 <.001
N of Valid Cases 200
a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is 14.03.
b. Computed only for a 2x2 table

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3.1.7 WHICH OF THE FOLLOWING SERVICES HAVE YOU USED AT
THE BANK?

FACTORS NO. OF RESPONSES

SAVING A/C 178
CURRENT A/C 70
FIXED DEPOSIT 58
LOCKER SERVICES 31
LOAN 29
MUTUAL FUNDS 28
DEMAND DRAFT 25
MICR AND NEFT/RTGS 30
UPI SERVICES 119
ATM SERVICE 117
OTHER 22

OTHER 22

ATM SERVICE 117

UPI SERVICES 119

MICR AND NEFT/RTGS 30

DEMAND DRAFT 25

MUTUAL FUNDS 28

LOAN 29

LOCKER SERVICES 31

FIXED DEPOSIT 58

CURRENT A/C 70

SAVING A/C 178

0 50 100 150 200

Interpretation
as per the above chart,the most of the respondent are uses saving
account services in the associate co-operative bank ltd.178 respondent
out of 200 responses are using saving account.

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3.1.8 ARE YOU AWARE OF DIFFERENT PRODUCT & SERVICES
OFFERED BY ASSOCIATE CO – OPERATIVE BANK LTD?

FACTORS [Link] RESPONSES

YES 123
NO 31
SOME OF THEM 46

15.50%

23%

YES
NO
SOME OF THEM

61.50%

Interpretation
As per the above pie chart, most of the respondent are aware about the different
product & services offered by associate co-operative bank ltd.61.50%
respondent are aware about the services.

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  Gender * Are you aware of different product & services offered by associate co-
operative bank LTD? (crosstab)

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
 Gender * Are 200 100.0% 0 0.0% 200 100.0%
you aware of
different
product &
services offered
by associate co-
operative bank
LTD?

 Gender * Are you aware of different product & services

offered by associate co-operative bank LTD?

Crosstabulation
Count
Are you aware of different product &
services offered by associate co-operative
bank LTD?

SOME OF
NO THEM YES Total
Gender Female 20 26 39 85
MALE 11 20 84 115
Total 31 46 123 200

Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
a
Pearson Chi-Square 15.712 2 <.001
Likelihood Ratio 15.771 2 <.001
N of Valid Cases 200
a. 0 cells (0.0%) have expected count less than 5. The
minimum expected count is 13.18.

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3.1.9 WHICH OF THE FOLLOWING EXTRA SERVICES OF
THE BANK WOULD YOU LIKE TO GO IN FOR?

FACTORS NO. OF RESPONSES

NONE OF THESE 1
ALL OF THESE 84
RTGS 58
NEFT 59
ATM 68
BILL PAYMENT 47
PHONE BANKING 48
NET BANKING 81

NONE OF THESE 16

ALL OF THESE 84

RTGS 58

NEFT 59

ATM 68

BILL PAYMENT 47

PHONE BANKING 48

NET BANKING 81

0 10 20 30 40 50 60 70 80 90

Interpretation
As per the above chart, the most of the respondent are using net banking,
ATM, NEFT, RTGS and all services provided by the bank.

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3.1.10 WHAT IS THE MAIN REASON THAT YOU TYPICALLY VISIT
THE BANK BRANCH?

FACTORS NO. OF RESPONSES

TO MAKE DEPOSIT 61
TO GET ADVICE FOR INVESTMENT 108
OPTION
TO INQUIRE ABOUT BALANCE 38
TO WITHDRAWAL CASH 56
ANY OTHER 125

ANY OTHER 61

TO WITHDRAWAL CASH 108

TO INQUIRE ABOUT BALANCE 38

TO GET ADVISE FOR INVESTMENT OPTION 56

TO MAKE DEPOSIT 125

0 20 40 60 80 100 120 140

Interpretation
As per the above chart, the most of the respondent are typically visit the bank
branch for to make deposit and to withdrawal a cash.

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3.1.11 HOW SATISFIED ARE YOU WITH THE OVERALL
SERVICES PROVIDED BY THE ASSOCIATE BANK?

FACTORS NO. OF RESPONSES

VERY SATISFIED 101
SATISFIED 42
NEUTRAL 18
DISSATISFIED 4
VERY DISSATISFIED 35

120

101
100

80

60

42
40 35

18
20

4
0
VERY SATISFIED SATISFIED NEUTRAL DISSATISFIEDVERY DISSATISFIED

Interpretation
As per the above chart, the most of the respondent are very satisfied with the
overall services provided by the associate co-operative bank.

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  Gender * how satisfied are you with the overall services provided by the associate bank?
(crosstab)

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
 Gender * how 200 100.0% 0 0.0% 200 100.0%
satisfied are
you with the
overall services
provided by the
associate bank?

 Gender * how satisfied are you with the overall services provided by the associate
bank?
Crosstabulation
Count
how satisfied are you with the overall
services provided by the associate bank?

VERY
VERY DISSATISF DISSATISF
SATISFIED SATISFIED NEUTRAL IED IED Total
Gender Female 38 23 16 5 3 85
MALE 67 23 13 3 9 115
Total 105 46 29 8 12 200

Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
a
Pearson Chi-Square 7.488 4 .112
Likelihood Ratio 7.553 4 .109
N of Valid Cases 200
a. 2 cells (20.0%) have expected count less than 5. The
minimum expected count is 3.40.

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3.1.12 HOW WOULD YOU RATE THE FRIENDLINESS OF THE
BANK STAFF?

FACTORS NO. OF RESPONSES

VERY SATISFIED 99
SATISFIED 37
NEUTRAL 26
DISSATISFIED 6
VERY DISSATISFIED 32

120

99
100

80

60

40 37
32
26

20

0
VERY FRIENDLY FRIENDLY NEUTRAL UNFRIENDLY VERY UNFRIENDLY

Interpretation
As per the above chart, the most of the respondent are rate the friendliness of
the bank staff is very friendly.99 responses are very friendly category.

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  Gender * how would you rate the friendliness of the bank staff? (crosstab)

Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
 Gender * how 200 100.0% 0 0.0% 200 100.0%
would you rate
the friendliness
of the bank
staff?

 Gender * how would you rate the friendliness of the bank staff?

Crosstabulation
Count
how would you rate the friendliness of the bank staff?

VERY
VERY DISSATISF DISSATISF
SATISFIED SATISFIED NEUTRAL IED IED Total
Gender Female 32 21 20 5 7 85
MALE 67 17 9 1 21 115
Total 99 38 29 6 28 200

Chi-Square Tests
Asymptotic
Significance (2-
Value df sided)
Pearson Chi-Square 22.643a 4 <.001
Likelihood Ratio 23.065 4 <.001
N of Valid Cases 200

a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 2.55.

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3.1.13 WHICH OF THE FOLLOWING FACTORS INFLUENCED
YOUR DECISION TO CHOOSE THIS BANK?

FACTORS NO. OF RESPONSES

REPUTATION 61
CONVENIENT LOCATION 75
CUSTOMER REVIEWS 67
BANK FEES AND CHARGES 61
RECOMMENDATION FROM 49
FRIENDS/FAMILY
INTEREST RATES 88
ONLINE/MOBILE BANKING 55
FEATURES

ONLINE / MOBILE BANKING FEATURES 55

INTEREST RATES 88

RECOMMENDATION FROM FRIENDS / FAMILY 49

BANK FEES AND CHARGES 61

CUSTOMER REVIEWS 67

CONVENIENT LOCATION 75

REPUTATION 61

0102030405060708090100

Interpretation
As per the above chart, the most of the respondent are choose associate co-
operative bank ltd because of their low bank interest rate and convenient
location.

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3.2 FINDINGS
 From the above analysis 57.5% of respondents are male and the remaining 42.5%
are female which are customer of associate co-operative bank ltd and most of the
respondent are student.
 Most of the respondent income are below Rs.50000.
 Most of the respondent are part of associate co-operative bank ltd more than 3 years
which is good for bank reputation.
 83.5% respondent are using online banking services and 16.5% respondent are not
using online banking services.
 Most of respondent are using saving a/c , UPI services and ATM services
at associate co-operative bank.
 61.5% respondent are aware about the different product & services .of the
bank which is good for bank.
 Most of the respondent are visit the bank to make deposit and to withdrawal cash.
 Most of the respondent are very satisfied with the overall services provided by the
bank and most of the respondent are very satisfied with the friendliness of the
bank staff.
 Most of the respondent choose this bank because of convenient location and
bank interest rates.

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 Chapter 4
Conclusion and Managerial Implications

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4.1 Managerial Implications

1. Enhancing Customer Service Training: The research highlights the importance of

investing in comprehensive customer service training programs for bank staff. By
providing training on effective communication, problem-solving, and customer
engagement, the bank can empower its employees to deliver exceptional service and meet
customer expectations. This can lead to increased customer satisfaction and loyalty.
2. Improving Service Processes and Efficiency: The research findings identify areas
where service processes can be streamlined and made more efficient. The bank's
management should evaluate current processes, such as account opening, transaction
handling, and query resolution, to identify bottlenecks and areas for improvement. By
implementing streamlined processes, the bank can reduce customer waiting times and
enhance overall service quality.
3. Strengthening Digital Banking Platforms: The research highlights the importance of
enhancing digital banking platforms to meet evolving customer preferences. The bank should
invest in 33 upgrading its digital infrastructure, ensuring user-friendly interfaces, and
offering a comprehensive range of online banking services. This will provide customers with
convenient self-service options and contribute to an improved consumer experience.
4. Proactive Customer Feedback and Complaint Handling: The research emphasizes
the need for a proactive approach to gather customer feedback and effectively address
complaints. The bank should implement mechanisms to capture feedback from customers
regularly, such as surveys and feedback forms. Additionally, establishing a robust complaint
handling process that promptly resolves customer issues can enhance customer satisfaction
and demonstrate the bank's commitment to service excellence.
5. Personalization and Tailored Services: The research findings highlight the importance
of personalization in meeting customer expectations. The bank should strive to offer tailored
products and services that cater to individual customer needs. This can be achieved through
data analytics and customer segmentation techniques, allowing the bank to customize
offerings and provide personalized experiences.
6. Creating a Customer-Centric Culture: The research underscores the significance of
fostering a customer-centric culture within the bank. Management should promote a
customer-focused mindset among employees and align internal processes and incentives to
prioritize customer satisfaction. This can be achieved through regular communication,
training programs, and recognition of employees who consistently deliver excellent
customer service.

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4.2 CONCLUSION

Here’s a conclusion for the customer relationship management of The Associate Co-
operative Bank Ltd:

The implementation of customer relationship management strategies at The Associate Co-

operative Bank Ltd has yielded significant positive outcomes. By focusing on customer-
centric approaches, the bank has successfully enhanced customer satisfaction, loyalty, and
retention. The systematic integration of customer relationship management tools has enabled
the bank to understand customer needs better, personalize services, and address issues
promptly.
Key achievements include improved customer engagement through various channels,
streamlined communication, and the ability to offer tailored financial solutions. The bank's
proactive approach in utilizing customer relationship management analytics has provided
valuable insights into customer behaviour, allowing for more informed decision-making and
strategic planning.
Moreover, the adoption of customer relationship management has contributed to operational
efficiencies, reducing costs associated with customer acquisition and service delivery. The
enhanced data management capabilities have also ensured compliance with regulatory
requirements and fortified data security, further building customer trust.
Overall, the customer relationship management initiatives at The Associate Co-operative
Bank Ltd have fortified its market position, fostering stronger relationships with customers
and setting a solid foundation for sustainable growth. Moving forward, continuous
investment in customer relationship management technology and practices will be crucial in
maintaining a competitive edge and adapting to evolving customer expectations.
This conclusion encapsulates the essential outcomes and future prospects of customer
relationship management at The Associate Co-operative Bank Ltd.

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  BIBLIOGRAPHY

[Link]
[Link]
ectives%20&%[Link]
[Link]
[Link] operative
%20bank%20is,the%20States%20Cooperative%20Societies%20Act
[Link]
[Link]

Page |
  ANNEXURE

" A study on customer relationship management of the associate co-operative

bank ltd."

Dear respondent,

My Self Bhandari Visha Sanjay Bhai, I am a student of the Department of Business

& Industrial Management, VNSGU, surveying as a part of our MBA program. I'm
researching; "A study on customer relationship management of the associate co-
operative bank ltd."

You have been selected as one of the esteemed respondents for this project and are
requested to provide valuable information related to asked questions on project
success.

The information collected from you will be maintained strictly confidential and
used only for this project. We also assure you that your identity will be kept very
confidential.

Demographic Profile

1. Name:

2. Age:

3. Gender:

o Male
o Female
o Other

4. occupation:

o Business
o Services/job
o Professional
o Student
o Home maker
o Other

Page |
5. income(yearly):

o Below Rs.50000
o Between Rs. 50000 to Rs. 250000
o Between Rs. 250000 to Rs. 500000
o Above Rs. 500000
o Other

6. for how long you are part of associate co-operative bank ltd?

o Less than 6 months

o Between 1 to 2 years
o Between 2 to 3 years
o More than 3 years
o Other

7. are you using online banking?

o Yes
o No

8. which of the following services have you used at the bank?

o Saving a/c
o Current a/c
o Fixed deposit
o Locker services
o Loan
o Mutual funds
o Demand draft
o MICR and NEFT/RTGS
o Upi services
o ATM services
o Other

9. are you aware of different product & services offered by associate co-operative
bank ltd?

o Yes
o No
o Some of them

10. which of the following extra services of the bank would you like to go in for?

o Net banking
o Phone banking
o Bill payment
o ATM

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 o NEFT
o RTGS
o All of these
o None of these

11. what is the main reason that you typically visit the bank branch?

o To make deposit
o To get advise for investment option
o To inquire about balance
o To withdrawal cash
o Any other

12. how satisfied are you with the overall services provided by the associate bank?

o Very satisfied
o Satisfied
o Neutral
o Dissatisfied
o Very dissatisfied

13. how would you rate the friendliness of the bank staff?

o Very satisfied
o Satisfied
o Neutral
o Dissatisfied
o Very dissatisfied

14. which of the following factors influenced your decision to choose this bank?

o Reputation
o Convenient location
o Customer reviews
o Bank fees and charges
o Recommendation from friends/family
o Interest rates
o Online/mobile banking features

15. what improvement would you suggest to enhance your banking experience?

---------------------------------------------------

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