1. 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

2. 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

3. 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

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

5. PRODUCT PROFILE
UNION MORTAGE
UNION RENT
UNION SHARES
UNION IPO

6. 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.

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

8. 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

9. 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

10. ANALYSIS

20. 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

21. 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

22. 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.

23. 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.