PRESENTED BY: NIDHIN JOHNY FM-220 A STUDY ON CUSTOMER SATISFACTION OF CREDIT FACLITIES PROVIDED BY UNION BANK OF INDIA PRESENTED BY: NIDHIN JOHNY FM-220

ABOUT THE TOPIC CUSTOMER SATISFACTION CREDIT FACLITIES REASON TO CHOOSE THIS TOPIC (1)BOOM IN BANKING SECTOR (2) GROWING CONSUMERISM (3)INCREASE IN SPENDING PATTERN

UNION BANK OF INDIA A BANK IN THE PUBLIC SECTOR STARTED IN 1919 NATIONALISED IN 1969 IT HAS 2206 BRANCHES THE GOVERNMENT HAS 55.43% SHARE ABOUT 1021 BRANCHES UNDER CORE BANKING

PRODUCT PROFILE UNION HOME UNION TOP UP SCHEME UNION TRADE UNION MILES UNION COMFORT UNION HEALTH UNION SMILE

PRODUCT PROFILE UNION MORTAGE UNION RENT UNION SHARES UNION IPO

OBJECTIVES TO UNDERSTAND THE MAIN FACTORS BEHIND A CUSTOMER’S DECISION TO TAKE A LOAN FROM THIS BANK TO KNOW WHETHER THE CUSTOMER IS SATISFIED WITH THE OVERALL PERFORMANCE OF THE BANK TO UNDERSTAND THE INFLUENCE OF MARKETING STRATEGIES TO FIND OUT WHERE THE BANK LACKS IN SERVICE TO UNDERSTAND THE INFLUENCE OF FAST APPROVAL RATES TO KNOW THE COMPETITVENESS OF THE BANK WITH RESPECT TO INTEREST RATES. TO KNOW WHETHER THE CUSTOMERS ARE WILLING TO APPLY FOR ANOTHER LOAN IN THE BANK.

METHODOLOGY IT IS A DESCRIPTIVE STUDY SAMPLE SIZE WAS 100 TOTAL POPULATION WAS 1000 10% OF THE TOTAL SAMPLE WAS TAKEN RANDOM SAMPLING

TOOLS FOR DATA COLLECTION PRIMARY SOURCE OF DATA WAS USED A QUESTIONNAIRE WAS PREPARED TOTAL 20 QUESTIONS WERE INCLUDED PERSONAL INTERVIEW WAS USED SECONDARY DATA WAS ALSO USED

LIMITATIONS TIME WAS A LIMITING FACTOR PEOPLE WERE UNWILLING TO TALK ON THEIR LOAN ACCOUNT DETAILS THOSE PEOPLE WHO DIDN’T GET THEIR LOAN APPROVED WERE NOT INCLUDED

ANALYSIS

FINDINGS 47% OF THE RESPONDENTS ARE WILLING TO APPLY FOR ANOTHER LOAN ABOUT HALF OF THE RESPONDENTS FEEL THAT THE BANK HAS FULLFILLED THEIR EXPECTATIONS 63% OF THE RESPONDENT WERE SATISFIED WITH THE PERSONAL ATTENTION THEY GOT

FINDINGS 66% OF THE RESPONDENTS FEEL THAT THEY ARE ATTRACTED TOWARDS OFFERS BY OTHER BANKS. 64% OF THE RESPONDENTS FEEL THAT THE LOAN APPROVAL SPEED HAD A MODERATE INFLUENCE ON THEM. INSTALLMENT SCHEMES OF THE BANK AND BEHAVIOUR OF THE BANK EMPLOYEES ARE THE MAIN FACTORS INFLUENCING OVERALL SATISFACTION

SUGGESTIONS VERIFICATION PROCESS SHOULD BE HANDLED BY PROFFESSIONALS. PERIODICAL MEETINGS SHOULD BE ORGANISED TO KNOW THE VIEWS OF THE CUSTOMERS. MORE STAFF SHOULD BE DEVOTED TO THE LOAN SECTION. FIRST TIME CUSTOMERS SHOULD BE PROPERLY HANDLED.

CONCLUSION INSPITE OF THE FACT THAT UNION BANK OF INDIA IS A PUBLIC SECTOR BANK IT IS TRYING TO MAKE THE BEST POSSIBLE USE OF WHATEVER RESOURCES IT HAS AND IT TRYING TO INCORPORATE MODERN TOOLS AND TECHNIQUES TO KEEP ITS LOAN CUSTOMERS HAPPY AND IT HAS BEEN SUCCESSFUL TO SOME EXTENT BUT HAS TO IMPROVE ON SOME AREAS.