EXECUTIVE SUMMARY

Mandya district Central Co-operative Bank was established in the year 1953, over the past 61 years since its
inception and it has played a crucial role in development of agricultural sector through providing credit in Mandya
district. MDCC Bank provides different services to its customers like agricultural assistance, subsidies and vehicle
loans etc.

The need of the study is customer satisfaction in banking service in MDCC Bank and objective of the study is to
analyze to understand the customers satisfaction level towards banking service, the various concepts related to
customer satisfaction, the expectation of customers in respect to service factors, to making the suitable suggestion.
Essential information has been gathered by meeting the advance chief and the auxiliary information was gathered with
the assistance of fiscal reports, authoritative diaries and sites of MDCC Bank.

The examination report involve industry profile which gives a concise outline about MDCC Bank, organization profile
which gives brief data about flow status of the association and diverse item and administrations they are offering, then, at
that point the exploration approach which contains presentation of the issue, destinations of the investigation
methodological suppositions and impediments of the investigation. Next goes to the examination and translation of
information, which has been gathered by the budget summaries. Following are the discoveries of the investigation, ideas
and end. Bank ought to keep up with great financial assistance and more center must be draw in the clients. MDCC Bank
needs to focus on rustic region clients as for banking administration through making another methodology for viable
financial administrations.
.
 CHAPTER-1
INDUSTRY PROFILE AND COMPANY
PROFILE

INDUSTRY PROFILE

INTRODUCTION:
Banking system in India is the advanced sense begun somewhat recently of the eighteenth century. The primary banks
were General Bank of India (1786), trailed by Bank if Hindustan (1770-1829) and these two banks are presently wiped
out. After this, The Government of India set up three organization banks. One of the three was the Bank of Bengal
(1809), two other organization banks are; Bank of Bombay and Bank of Madras, was set up in 1840 and 1843
severally. In 1921 these three organizations hence converged into the Imperial Bank of India (IBI) under the Imperial
Bank of India Act, 1920. Further become the State Bank of India in 1955, this is the bank more established just as
bigger and static existing in India.

By the 1900s, the market created with the foundation of banks like Punjab National Bank (1895) in Lahore and
furthermore Bank of India (1906) in Mumbai, the two banks were established under private proprietorship. The
Reserve Bank of India was set up by the Indian Government in April 1935. In any case, it Started as investors of the
manage an account with 500 crore of settled up capital. The RBI is keeping up with money related steadiness, the cash
the executives, and the oversight of the financial framework and installment framework.

The Indian financial area is comprised of 4 sorts of banks, too as the PSUs and the state banks; since the 1990s banks
have been joined done new private business banks and various unfamiliar banks. Indian Banking was typically
tolerably evolved as far as item rang, supply and reach even through in rustic India and to the misfortunate even
unexpanded challenge. The Government of India has set up opening to report this through the State Bank of India.

CO-OPERATIVE BANKS

The co-operative bank offers a full support of customers; government and business. The agreeable bank has a 100 years
history. Business banks arrive in an extensive variety of sizes, from substantial worldwide banks to little to medium
estimated local banks. The agreeable bank is an essential natural of the Indian money related framework, the quantity of
the work workplaces, the shopper desire was satisfy.
The helpful and territorial banks have many branches and keeping money administrations to individual offer and nearby
organizations. The noteworthy that such banks have anticipated in India is once in a while copy on the planet. Presently a
days the part in fundamental of country financing and furthermore their business in urban ranges has expanded
persistently as of late principally because of the sharp pick up in the quantity of essential agreeable banks. Since 1904,
the Co-agent establishment assume a critical part by giving credit to rural division in India. In the Co-agent credit
structure the locale focal Co-operatives bank possesses a key position.
While Co-agent banks in provincial region essentially soaked on back to farming based exercises including milk,
cows, shaping, incubation facility, individual fund and so forth alongside the little scale business and independent work
driven exercises, the Co-agent banks in urban territories give. Back to different classes of individuals for independent work,
ventures, little scale units, home back, individual fund, and so forth.

OVERVIEW

In 1904 the co-operative law passed there was no provision for the constitution of the central bank. The Maclagan
committee in 1914 provides for a three-tier construction to know At the beginning point of the 21sr century, Agriculture
and related activities were disadvantages of organized, institutional credit. In this stage of development cooperative
societies are fulfilled based on the community and the main activities of its members limited themselves to meet the
credit necessary.

The Co-operative Societies Act of Karnataka and moving toward the extent of managing an account control Act of
1949. The bank has been working of the base time of three years and must should be a member of the local chamber of
cleaning and meritorious cases, Vertex bank in May even thinking about that have been one running of signing up
banks.

Fundamental principles of co-operative banks are-

 Autonomy and Independence.

 Voluntary and open membership.

 Education, training and information.

 Popular member control.

 Interest in the community.

 Co-operative among co-operatives.

 Participation of economic member.

.
GROWTH AND DEVELOPMENT OF CO-OPERATIVE BANKS

The helpful society set up in India. The principal legitimate helpful enactment was endorsed in 1904. The council
fiction Maclagan their a three level through helpful banks, essential agrarian credit social orders (CAP) in gross root
level, focal agreeable banks in the locale’s banks and state level helpful pinnacle level or state level. The principal urban
agreeable bank in India was built up 100 years prior. Collaboration organization are included ina wide range of
exercises and effective structures.

Saving money co-operative are directed by the banking regulation act 1949 additionally controlled by the RBI ,
however are sorted out and controlled as per the arrangement of the law of the agreeable society being referred to.The
essential co-agent banks have enlisted a fundamental development of volume, size and number of business take care
of. As on 31st march, 2003 they are 2,104 co-agent banks which 56 booked banks.

COMPANY PROFILE

Mandya district central co-operative bank was established in the year 1953, complete the past 62 years from its origin,
it has represented a important role in the role of agriculture structure in Mandya district. It is a financial institution in
district level. Mandya district network was a 1240 co-operative institutions which incorporate urban co-agent
banks, provincial banks, and business banks, DCCBs, KVIB, KSFC, RRBs and PCARDBs. The leading bank here
was Vijaya bank.

PROMOTERS

The MDCC bank is undertaking government bank. NABARD is a primary financial backbone to the bank. The
Mandya district bank is having 47 branches consisting service branches spreading in all over Mandya district.

The management of the bank is vested with directors of board consisting of 15 members under the president of the
seasoned co-operator Sri V.D Harish.

SL.NO PROMOTERS DESIGNATION

1. Sri V.D HARISH PRESIDENT

2. Sri PUTTARAMU VICE PRESIDENT

3. Sri R. LOKESH CHIEF EXECUTIVE OFFICERS

DIRECTORS

 Sandesh Nagaraju

 Satish

 M. Honne Gowda

 N.V Chaluvaraju

 K.C Jogi Gowda

 C. Ashwath

 H.S Narasimmaih

 M.B Mallayya

 Vijayendra Murthy

 K.L Doddalinge Gowda

 S.M Naganarasimhe Gowda

 D. Hanumanthayya

 B.R Krishnamurthy

 D. Puttaswamy
ORGANIZATION STRUCTURE

TYPI
ST CASHI COMP
IER UTER
 TOR
CLEARK II

PRODUCT SERVICES

 Agricultural loan

 Non agriculture loan

 Kissan credit

 Business loan for small industries

 Vehicle loan to farmers at less intrest

 Medium term loan

 Gold loans

 Housing loan and salary earning loans

 Yashaswini health insurance

 Resolving fund to self-help group and mahila groups

AREAS OF OPEARIONS

1. Mandya
2. Malavalli taluk
3. Panadavapura
4. Koppa
5. Bazar branch
6. APMC branch
7. KMF dairy branch

VISION AND MISSION

VISION

“To self reliant and economically executable co-operative though active participation of the member, support and
encourage the growth of self-governing”.
MISSION

To promote feasible equitable agriculture, initiative building related service and rural growth through effective credit support
and other innovative incentives.

INFRASTRUCTURE FACILITIE

 The MDCC bank has it is private transportation vehicle for covering the all branches of the district.

 Building and remaining are own buildings has 60% rented in this bank.

 Bank has well equipped meeting rooms, board hall, guest rooms and training centers along with good
facilities.

The MDCC bank has good communication process internally and externally as it is furnished with telephones and
computers. COMPETATER’S INFORMATION:

The mandya district co-operative bank limited is a co-operative bank created to small scale industries need of self
help groups(SGH’s) and agricultural. Current economic situation will be changed. The organization is facing stiff
competition. Following are main competitors of MDCC bnak.

 State Bank of mysore, state bank of india,. Commercial bank like canara bank.

 Regional rural bank(RRB

SWOT ANALYSIS

STRENGTHS

 MDCC bank limited has good infrastructure facilities.

 It has good brand image in the field of small finance.

 MDCC bank providing help for rural area.

WEAKNESS

 Lack of professional management.

 The process of computerization of MDCC is instead slow.

OPPORTUNITIES

 Growing of Indian banking sector particularly rural sector.

 Co-operative bank are discovers in the field of micro finance.

 More number of branches is set as number of opportunities.

  It has large potential in rural area

THREATS

 Huge competition in the banking sector.

 More litigation between employees and management.

 External pressure to finance in qualified barrowers.

HISTORICAL ACHIEVEMENTS

The mandya district central co-operative (MDDC) bank is continuously increasing the slef potentiality through it all
over exceed all over the district and speedy increasing in the profit, which helps to economic development farmers.

i. Now it is the first bank in the district which facilitates at 4.5% rate of interest to the farmers and
customers.

ii. Providing yashaswini insurance facilities to all the co-operative societies members.

iii. Awareness programs for the farmers regarding baking transaction. Banks issuing the kissan credit cards
to the agriculturist.

iv. By establishing swa-sahaya sangha in the district, bank contributing towards the economic
development of the agriculturist helps to economic development farmers.

v. Providing training facilities to the administrative members and officers of co-operative societies.

vi. Now it is the first bank in the district which facilities loans and advances of Rs.75,116.12 lacks to the
farmers and customers.

vii. Providing attractive interest on deposits for the customers and it providing 1% extra for senior citizens.

viii. Providing different loans facilities to the floriculture, animal husbandry and other non- agricultural
activities to the farmers under the Swarna Jayanthi Gram Swarojgar scheme.

FUTURE GROWTH AND PROSPECTS:

MDDC has a future bid for the modernization of the office, internal communication system and other service policies
through the progression to the new technology of the industry. And the bank has already has proposed to increase
branches in rural areas. IT infrastructure facilities and introduced
measure for greater absorption of technology. Two main technologies are milestones to be achieved.

 Technological innovation with all branches with execution or adapt to computerization. The number of
branches adoption of IT infrastructure solution has been climbing in the view of financial inclusion
there are been a steady increase in the penetration of the branches especially in the rural areas.

 Join liability groups.

The program for creating self-help groups and merging of banks for the first time by NABARD has been effective in
providing financial services and banking sector support for particularly for poor and landless people. Develop systems
of whole loans and disburse them. NABARD has proposed the formation of mixed groups of responsibility.

MDCC BANK PROFIT AND LOSS A/C OF MARCH 2019& MARCH 2020

EXPENDITURE MARCH 2017 MARCH 2018

1. Interest on deposits, borrowings etc… 720,643,590 745,458,180

2. Salaries, allowances, provident fund and other 161,728,795 207,674,006

staff

Costs.

3. Directors and local committee members fees 2,098,158 2,105,162

and

Allowances.

4. Rent, taxes, insurance and lighting etc.. 15,247,140 19,353,322

5. Law charges. 587,895 413,150

6. Postage, telegrams and telephone charges. 557,241 413,993

7. Auditors fees. 1,074,455 1,240,000

8. Depreciation in bank assets. 5,318,642 1,122,621

9. Amortization of premium on investments. 500,300 1,055,504

10. Stationary, printing & advertisements. 3,818,642 14,077,419

11. Loss from sale of or dealing with non banking - -

 assets.

12. Other expenditure. 78,084,523 94,072,545

13. Balance of profit. 27,965,862 50,479,228

TOTAL 1,017,624,906 1,137,665,130

INCOME

1. Interest and discount. 1,002,779,486 1,112,425,530

2. Commission, exchange & brokerage 33,974 -

3. Subsidies & donations - -

4. Income from non-banking assets and profit from sale - -

of or dealing with such assets

5. Other income-as per schedule 14,811,446 25,039,600

TOTAL 1,017,624,906 1,137,465,130

BALANCE SHEET OF MDCC BANK, MANDYA AS ON MARCH 2019AND MARCH 2020

CAPITAL AND LIABILITIES MARCH 2017 MARCH 2018

1. CAPITAL 302,266,950 345,884,950

Nominal membership fee 10,227,721 4,974,358

2. Reserve fund and other reserves 598,101,676 969,655,666

3. Principal subsidiary state partnership fund a/c - -

4. Deposits and other accounts 9,024,473,440 12,144,037,856

5. Borrowings 2,860,207,155 2,756,318,935

6. Bills for collection being bills receivable as per contra 8,469,219 7,222,971

7. Branch adjustment - -
8. Overdue interest reserve - -

9. Interest payable 8,326,465 15,709,388

10. Other liabilities 251,631,087 583,019,863

TOTAL 13,063,703,713 16,826,823,987

PROPERTY AND ASSETS

1. Cash 685,228,992 555,549,483

2. Balance with other banks 1,776,399,131 1,587,068,830

3. Money at call and short notice - -

4. Investments 2,054,509,920 2,173,769,416

5. Investment out of the principal/subsidiary state - -

partnership

Funds

6. Advances 8,139,131,432 9,454,227,346

7. Interest receivable 5,206,378 775,464

8. Bills receivable: Being bills for collection as per centre. 8,469,219 7,222,978

9. Branch adjustment 5,667,184 268,592,492

10. Premises less depreciation 110,764,836 446,592,492

11. Furniture and fixtures less depreciation 10,901,716 15,486,962

TOTAL 12,796,679,908 14,509,566,756

 CHAPTER-2 INTRODUCTION

INTRODUCTION ABOUT THE INTERNSHIP:

The overall project mainly focuses on customer satisfaction on banking services in MDCC Bank Mandya.
Customer satisfaction on banking services is a marketing related activity. The project mainly focuses on rural
area customers. Now a day’s bank focuses on attracting the customers. Customers buy that company product
which delivers a very good service. So it is very important to the organization to maintain a service quality in
order to survive in the present competitive world.

This report contains five parts, which starts with subject chosen for study.
The second part covers industry profile and Company profile incorporates promoters, vision, mission and
quality arrangement, item and administrations, contender’s data, SWOT investigation, money related
explanation and so forth.

The third part incorporates Theoretical foundation of the review its incorporates elaborative
data on the subject decided for better understanding and use in the examination.

The fourth section contains Analysis and elucidation of the information gathered with rables and charts, and
the outcomes utilizing measurable instruments.

The fifth section broadens the outline of Findings, Conclusion and Suggestions/proposals.

1.1 CHOSEN TOPIC FOR THE STUDY:

A study on customer satisfaction on banking service at Mandya District Central Co-operative Bank, Mandya.

1.2 NEED FOR THE STUDY:

At present customers satisfaction is the significant for simple selection. In this business offer to unique
customers services to be help in the market. The higher quality of service enables a company to separate
competition based on high technology to increase efficiency and improve competitive advantages.

1.3 OBJECTIVES OF THE STUDY:

 To understand the customers satisfaction level towards banking service.

 To know the various concepts related to customer satisfaction.

 To know the exception of customers in respect to service factors.

 To make suitable suggestion.

1.4 SCOPE OF THE STUDY :

 The scope of the research is confined to customers satisfaction on banking services in MDCC Bank.

 This study concentrated on only banking customer satisfaction.

 This research based on secondary data from the primary data.

1.5 RESEARCH METHODOLOGY:

1.5.1 OVER VIEW OF RESEARCH METHODOLOGY:

Research Nature Descriptive Research

Sampling method Random sampling

Sampling area Mandya

Sampling range 100

Data collection tool Questionnaires

Data Collection

Primary data Questionnaires, Interview

Secondary data Company reports and company

websites

Statistical tool MS excel

Hypothesis test Non-performing and Whitnay-U test

1) H0:- The transaction time taken by the employee per transaction.

H1:- Satisfied with the banking services.

 2) H0:- Recreation facilities for the customers.

H1:- Core banking facility for the customers.

1.5.2 DESCRIPTIVE METHOD:

The study used the chapter people in a descriptive research. They was questions about how, when or
what occurs characteristics.

1.5.3 RESEARCH DESIGN:

Research design is the receiving relevant purpose in the process of examination economy. The research
design is the formulate framework within research.

1.5.4 SAMPLING TECHNIQUES:

The sampling technique was use by casual sampling.

Sources of data:

o Primary data:-

Prepare questionnaires, information has been collected through direct interview.

o Secondary data:-

The following collected data information and analysis purpose was company
report, company website.
1.6 LITERATURE REVIEW:

Impact of service quality on customer satisfaction and customer Loyalty: Evidence from Banking sector
(2014).

According to “Mubbsher Munawar khan” (2014): The challenge of banking sector is the revolution, it
going on interactions between the customers and service provided on intangible activities.
Service quality is a good technique for customer satisfaction level. It

is really facing a challenge. Finding that service quality of the customer satisfaction.

Evaluating customer satisfaction in banking services (2010).

According to “Irina BENA” (2010): The effort of the evaluate customers satisfaction that surface of
some problems. The scale of the future surveys conduct bank. To maintain the strong relationship with
clients and as higher level customer satisfaction chance with the bank. In this service area interaction with
the bound construction of service provider. In this article was identity the customer satisfaction evident that
the build relationship.

Measuring service Quality in Islamic Banking: Important Performance Analysis Approach (2015).

According to “Muhamad Abduh” (2015): This study aimed is the service quality of Islamic banks. In
this study through survey method, underlying the bank to customers relationship. The objective of this
study is determine the service quality of Islamic banks. It was overkill possible of a bank to customer
relationship which reflect the low performance by the bank.

Service Quality Effect on Customer Satisfaction in Banking Industry (2015).

According to “Taikoo Chang” (2015): The author concluded the brief the study of relationship between
the SARQUAL model and customer satisfaction. There is a difference satisfaction between male and
female. The result that female customers was higher service standards of banking sector.

Evaluation of customer satisfaction about Bank service quality(2014).

According to “A.R. Shahraki” (2014): This research has studied by service quality and relation with
customers satisfaction. This articles included was two hypothesis, first hypothesis was increasing the
quality of service, the customers satisfaction will increase, and second hypothesis was priorities of
constituent elements of service quality in the province bank.

Customer satisfaction in the Kenyan banking industry (2015).

According to “Felix Kombo” (2015): This article investigated of customer satisfaction in the Kenyan
banking sector. It was observed that high price products and services are important factor of dis-
satisfaction in Kenya. Identify the needs of customers in all regions. The advertisement was should be
different in social group and offer additional free services.

Service Quality and Customer Satisfaction in Loan Acquisition: Evidence from commercial Banks
in Ghana (27th Nov 2015).

According to “Jocob Donker” (27th Nov 2015): The study was significance of the service quality
dimension in customer satisfaction of when loan facility. To worker concerning as how good personal
contact with customers. This wiil be work effectively and efficiently to customers all time satisfy

Service Quality and Customer Satisfaction among Bank clients in Rwanda (17th May 2016).

According to “Adele Berndt” (17th May 2016): This author was concluded on the effect it has on
customer satisfaction and consequently on customer retention. This banking customers regarding
indicated the

positive perceptions. Maintaining these positive perception is continued satisfaction of both existing
customers and also providing new customers.

SMS and Customer satisfaction in the Banking Industry (2014).

According to “Appiah Sarpong” (2014): This author was concluded was SMS in banking industry still
in a growing stage. The finding can conclude that banking operation through text message having positive
effect of customer satisfaction. Actually the target customers was reach in an interesting marketing tool.

Customer Satisfaction in Commercial Banks-A Study of Bank of Baroda (December 2014).

According to “Preeti Aggarwal” (December 2014): In this article concluded by competitive emerging
environment. It is the speed rendering in one bank to another bank. Prompt service in equal with quality service,
technology to meet the increasing customer satisfaction.

1.7 LIMITATION OF THE STUDY

“A study on customer satisfaction of banking service at MDCC Bank” it has some limitations. There are

 The study is restricted to Mandya district branch.

 The analysis and interpretation based on the secondary data collected from the management.

 The study scale is restricted to analysis of customers using the service scale no attempt made in the study
the whole attitude of the customer towards MDCC bank.
 CHAPTER- 3

RESEARCH DESIGN

CHAPTER 3
SERVICE QUALITY IN BANKING SECTORS: MEASUREMENTS AND METHODOLOGY
3.1 INTRODUCTION
Administration 
By definition, quality is a slick, one-of-a-kind, and ambiguous concept. 
Customers can not easily describe their requirement; moreover, there are difficulties in restricting and assessing the

idea. 
The concept has been put into action by a small group of scientists. 
The foundations of 'Nature of administration' as a competitive advantage in obtaining market authority have been widely 
recognised, both in academic evaluation and by driving assistance associations. 
Regardless, it has become increasingly critical for organisations to figure out how to not just get to the top, but also main
tain that position in a rapidly developing serious commercial centre. 
Administration associations are seeking for ways to generate and maintain administration excellence in order to preserve 
their long-term interest. 
The shifting focus of administration quality from a simple competing tool to that essential centre of administration idea i
n gathering and exceeding client expectation is an emerging important issue in the support association. 
Banking administrations are hardly an exception. 
Because the financial industry is very competitive, it not only focuses on providing a broad range of products to gain an 
advantage, but it also emphasises the relevance of its administrations, particularly in maintaining administration quality.
 3.2 SERVICE QUALITY

When challenged with a larger, fantastic retail competitor, smaller businesses may be able to compete by expanding help 
rather than competing on price (Klemz and Boshoff 1999). 
In company sectors that provide comparable goods in the shop, focusing on help quality is seen as essential (Berry 1995)
. 
However, improving the quality of administrations necessitates recognised verification that the support quality credits th
e presumed metrics that are important to customers. 
A helper has a variety of illusive measurements such as reliability, responsiveness, capacity, graciousness, cordiality, sec
urity, sentiment, and so on. 
These measures are, by definition, subjective, and their attributes are abstract.

3.1 SERVICE QUALITY MEASUREMENT

A fundamental question persists: "for what purpose should support quality be estimated?" 
Measurement takes into account examination before and after modifications, for the area of value-related difficulties, and 
for the establishment of defined rules for administrative conveyance.

Various studies have attempted to identify the characteristics of global aid that contribute most significantly to applicable 
quality evaluation in the customary assistance context.

Gronroos (1982) discovered that "administration quality" is comprised of three global measures. 
They are outlined below.

1. Technical quality (administration outcome): This measurement refers to the result that the client receives from the assi
stance and is referred to as Technical item. 
The specialised services reflect the quality of the Basic Service Package (BSP) planning.

administration's nature

2. Functional Quality (Administration Interaction): Customers are also influenced by how they get help. 
Functional Quality refers to how administration measures are handled in an aid experience.

3. Image: The combination of these two metrics determines the image of the specialised co-op known as Corporate Imag
e. 
Most purchasers will evaluate a company by considering its assets, history, and techniques of performing assistance activ
ities. 
As a result, the Corporate Image is a company's image at the corporate level.
It is all things considered significant in quality judgement, just as it is at the local level. 
Clients use an organization's image as a channel or a net while viewing quality.
.

3.4.5 Banking Channels

Banks offer many different channels to access their banking and other services:

• An ATM is an automated media communications device that provides a monetary foundation's clientele with a method 
for monetary exchanges in public without the need for a human assistance or bank employee. 
Most banks now have a greater number of ATMs than branches, and ATMs offer a broader range of services to a broader 
range of consumers. 
For example, in Hong Kong, most ATMs 3.4.6 

• Mail is critical for the postal framework, which is a framework through which written reports, frequently encased in en
velopes, and furthermore small bundles holding other matter, are conveyed to people all over the world. 
This may be used to store checks as well as transmit requests to the bank to pay cash to third parties. 
Banks also utilise mail to provide clients record explanations on a regular basis.

• Telephone banking is a service provided by a financial institution that allows customers to do transactions over the pho
ne. 
Charge payments for invoices from major billers are often included (for example for power).

• Internet banking is a phrase used to describe completing transactions, payments, and so on through the Internet using a 
bank, credit union, or building society's secure site.,

3.5 SERVICE QUALITY IN BANKING SECTORS

The services sectorhas enlisted a considerable development during the most recent twenty years in India.
Its development possibilities are exceptionally high according to the assumptions for industrialists and
business analysts. With the adjustment of government strategy, prompting privatization and private
cooperation in help areas, rivalry has strengthened. The passage of worldwide enterprises, cooperation
with the private corporate goliaths in India, has additionally constrained the area to be market arranged.
Under these conditions, administration organizations of India have no other alternative except for to
embrace the advertising way to deal with accomplish authoritative targets.

Business Banks are synergist specialists which can set out open doors for the improvement of public
 assets and give utilized on a huge cycle by giving offices to the pooling of reserve funds and making
them accessible to exchange and industry, which thus would work for the development of the useful
limit of individuals, to fulfill their needs with deference the two labor and products.

Business banks structure the biggest and are the country's most significant gathering of monetary
organizations. With stiffer rivalry among homegrown and unfamiliar banks, in this manner it is
significant for the business banks in India to work on the nature of their administrations. Further,
expansion in customer inclinations toward banking items picking the banks that give them the best
assistance quality is a need. As globalization and advancement of monetary establishments speed up,
contest among banks in offering items and administrations turns out to be more serious. Clients in India
become more taught better educated, more disguised, and as Indian economy turns out to be increasingly
more information based, the interest for excellent administrations extends with expansions in clients
purchasing power.

The present Customers are more worried about having a top notch insight of Banking. They anticipate
air and amusement and incline toward keeps money with a character as opposed to those apparent as
offering a product. Nature of administration is turning into an undeniably significant differentiator
between contending business in the Banking area.

.
Table 3.1 Service Quality Dimensions

Service Quality Dimensions Attributes

Equipment that appears to be modern

Physical facilities that are visually pleasing

Employees have a tidy appearance.

Materials linked with the service that are visually appeali
ng

Customer Amenities Are Available (like Drinking water)

Tangibles
Reliability

Complete the service correctly the first time.

They must deliver on their promises.

Insist on records that are free of errors.

Responsiveness Inform me of the precise date and time when the services 
will be done.

Employees provide quick service.

Employees are always eager to assist.

Employees are never too busy to react to customer inquir
ies.

Assurance Customer trust is instilled via employee behaviour.

Customers are confident in their transactions.

Employees are always nice.

Employees are knowledgeable enough to respond to que
stions.
 Empathy This bank provides personalised service to each custome
r.

All clients will find the operating hours to be convenient.

Employees provide individualised attention to consumer
s.

Employees understand the particular demands of consum
ers and have their best interests at heart.

3.6 RESEARCH METHODOLOGY

3.6.1 Research Design

A Research Design is a design for the circumstances and study of information in such a manner that it combines the signi
ficance of exploring reason with the economy of technique. 
It is a theoretical framework within which research is conducted, and it includes a collection strategy.information estimat
ion and examination

3.5.1 Method of Data Collection

After the research problem has been identified and a research strategy has been devised, the collection of information be
gins. 
The scientist acquired both important and supplementary information.
3.5.1.1 Primary data

Essential data are those that are acquired again again in an intriguing manner. 
There are several methods for gathering critical information. 
For this research, the Organized Questionnaires Method is used.

The poll consists of the following items:

a) A zone including 22 proclamations on assumptions;

b) A section including 22 explanations for assumptions;

c) A segment to discover clients' assessments on the general relevance of the five metrics (areas between assumptions an
d insights);

d) A section to examine the customer's behaviour in banking areas.

f) A segment on demographics: gender, age, occupation, education, and remuneration.

The sorts of questions used in this test are closed (i.e. 'yes' or 'no') and open (i.e. encouraging open free response) and fix
ed other alternatives (in which reactions of the witnesses are restricted to the expressed other options). 
Prior to using this method, the Researcher conducted a "Pilot Study" with 25 instances.

This is done to put the survey to the test twice.

(a) To see if the responders see all of the queries.

(c) Determine whether any questions remain unresolved.

It identifies the shortcomings (if any) of polls as well as review methods. 
To put the poll to the test, an unwavering quality test is conducted. 
The calculated alpha value is 0.904. 
As a result, it is proven that the survey is 90 percent reliable. 
Improvement can, in fact, be accomplished if gained along these lines. 
The uncertain questions were removed and replaced with reasonable questions. 
The results of the pilot survey were appropriately included into the final poll used for research.

Clients of a public bank, a private bank, and an unknown bank provide vital information.

3.5.1.2 Secondary data

Optional information refers to data that has been acquired and broken down by another individual. 
Auxiliary data was obtained through Banks handouts, websites, and publications. 
Furthermore, the expert has used many research journals in the subject of the board, course readings in Marketing Manag
ement, Services Marketing, Total Quality Management, Banking Management, and associated scholarly investigations ai
med in connected areas.

3.5.2 Design of Sampling

A Sample Design is a clear plan for obtaining a sample from the general population. 
It alludes to the process or approach that the investigation would employ in selecting items for the example. 
The number of items to recall for the example should be specified in the test design.

Before gathering information, the test design is determined.

3.5.2.1 Research Population

Clients of Public Banks, Private Banks, and Foreign Banks in Chennai are deemed the Study Population because this exa
mination focuses on Consumer Banking administrations.

3.5.2.2 Unit of Sampling

Prior to selecting an example, a decision must be made about an examining unit. 
Because it is tough to consider all of the clients of buyer Banking administration for the examination, Market chiefs of P
ublic, Private, and Unknown Banks were found in Chennai city during the Study time (2005-2006).
CHAPTER – 4 ANALYSIS & INTERPETATION
1. TABEL 4.1

WHAT IS YOUR GENDER?

PARTICULARS NO OF PERCENTAGE
RESPONDENTS
Male 65 65%

Female 35 35%

TOTAL 100 100%

Analysis:
From the above table we can analyze that out of 100 defendants 65 are male respondents and the rest 35 are
female respondents.
CHART NO 4.1: THE CHART SHOWS WHAT IS YOUR GENDER?

Interpretation:
From the above graph we can interpret that many of the defendants participated in the survey are belongs to
male, next followed by female participants.

TABEL NO: 4.2 YOU BELONGS TO THE AGE GROUP OF?

PARTICULARS NO OF PERCENTAGE
RESPONDENTS

Less than 20 years 20 20%

 21-30 years 30 30%

31 -40 years 15 15%

More than 41 years 35 35%

Total 100 100%

Analysis:
According to the above data, 20 percent of the defendants are under the age of 20, 30 percent are between the ages of 21 
and 30, 15 percent are between the ages of 31 and 40, and the remaining 35 percent are beyond the age of 41.
 CHART NO 4.2: THE CHART SHOWS YOU BELONG TO WHICH AGE GROUP?

Interpretation:
We may deduce from the graph above that many of the survey participants are above the age of 41.

TABEL NO: 4.3 THE TABLE SHOWING CAN I KNOW MARITAL STATUS?

PARTICULARS NO OF PERCENTAGE
RESPONDENTS

SINGLE 35 35%

MARRIED 65 65%
Analysis:
From the above table we can analyse that out of 100 respondents 35 are of single and the rest 65 respondents are
married.
CHART NO 4.3: THE CHART SHOWS MARITAL STATUS OF THE RESPONDENTS

Interpretation:
From the above graph it is clear that maximum numbers of the participants in the survey are married.
TABEL NO 4.4: TABLE SHOWING OCCUPATION OF THE RESPONDENTS

PARTICULARS NO OF PERCENTAGE
RESPONDENTS

Agriculture 40 40%

Student 10 10%

Business 5 5%

Employed 15 15%

Others 30 30%

Total 100 100%

Analysis:
From the above table it is clearly understand that out of 100 defendants 40% of defendants were doing
agriculture, 10 defendants are still studying, 5 of them are doing business, 15 of them are self employed and the
rest 30 were depend on other sources for their revenue.
CHART NO 4.4: THE CHART SHOWING OCCUPATION OF THE RESPONDENTS

Interpretation:
From the above graph it is clear that many of the customer’s occupation are agriculture. Since DCC concentrate
more on agriculture sector we can see more customers are from agricultural background.
TABLE NO 4.5: TABLE SHOWING TYPE OF ACCOUNT HOLDERS AT MDCC

PARTICULARS NO OF PERCENTAGE
RESPONDENTS

Loan account 45 45%

Saving account 40 40%

Current account 5 5%

Deposit account 10 10%

Total 100 100%

Analysis:
From the above table we can analyze the type of account holders in MDCC. 45 respondents out of 100 hold
loan account, 40 respondents holds savings account, 5 respondents holds current account and the rest 10
respondents holds deposit account.

CHART NO 4.5: THE GRAPH SHOWING TYPE OF ACCOUNT HOLDERS AT MDCC

Interpretation:
From the above graph we can interpret that many of customers hold loan account & savings account at MDCC.
Since MDCC concentrate more on disbursing loan to agricultural sector we can see more number of loan
accounts.

TABEL NO 4.6: THE TABLE SHOWING SINCE HOW LONG YOU HOLD ACCOUNT IN MDCC.

PARTICULARS NO OF PERCENTAGE
RESPONDENTS

0-2 years 10 10%

 3-5 years 25 25%

6-9 years 40 40%

More than 10 years 25 25%

Total 100 100%

Analysis:
From the above table it is evident that 40% of respondents holds account in MDCC since 6-9 years, 10% of
respondents holds account from past 0-2 years, 25% of the respondents holds account since 3-5 years and
25% of respondents holds account at MDCC for more than 10 years.

CHART NO 4.6: THE CHART SHOWING SINCE HOW LONG YOU HOLD ACCOUNT IN MDCC.
Interpretation:
From the above graph it is clear that, customers of MDCC would like to maintain a long term relationship.
Many of the respondents in the survey reacted that they hold accounts from past 10 years. This is a good sign.

TABLE NO 4.7: THE TABLE SHOWING DOES BANK PROVIDES ERROR FREE SERVICE.

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 25 25

Agree 35 35

Neutral 10 10

Disagree 5 5
 Strongly disagree 25 25

Total 100 100

Analysis:
According to the above data, 25% of respondents highly agree that their bank delivers error-free service, 35% agree, 10
% are neutral, 5% disagree, and the remaining 25% strongly disagree.

CHART NO 4.7: THE CHART SHOWING DOES BANK PROVIDES ERROR FREE SERVICE.
Interpretation:
From the above graph it is evident that bank is maintaining good accuracy level in their transactions. Many of
the respondents in the survey agrees that MDCC is providing a very good service with a least of error in their
transactions.

TABLE 4.8: THE TABLE SHOWING DOES MDCC RENDER SERVICES WITHIN A STIPULATED
PERIOD AS PROMISED.

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 25 25%

Agree 35 35%
 Neutral 5 5%

Disagree 10 10%

Strongly disagree 25 25%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents, 25 respondents strongly agrees that MDCC
delivers their service as promised earlier, 35 respondents agrees, 5 respondents are in neutral, 10 respondents
disagrees and the rest 25 respondents strongly disagrees.
CHART NO 4.8: THE CHART SHOWING DOES MDCC RENDER SERVICES WITHIN A
STIPULATED PERIOD AS PROMISED.

Interpretation:
From the above graph it is evident that MDCC is very good in maintaining their service as it promised to their
customers earlier. Delivering service at a right time in service industry enhances customer satisfaction. MDCC
is very good in satisfying it customers in terms of maintaining a time sense.

TABLE NO 4.9: THE TABLE SHOWING DOES MDCC RESPONSES CUSTOMER ISSUES AS AND
WHEN IT RISES

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly Agree 25 25%

 Agree 45 45%

Neutral 5 5%

Disagree 10 10%

Strongly Disagree 15 15%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents 25 respondents strongly agree on efficient
handling of customer issues at MDCC. 45 respondents agree, 5 respondents are in neutral, 10 respondents
disagree and the rest 15 respondents strongly disagree on the same.

CHART NO 4.9: THE CHART SHOWING DOES MDCC RESPONSES COUSTOMER ISSUES AS
AND WHEN IT RISES?
Interpretation:
From the above graph we can interpret that MDCC is good in handling customer’s issues. Many of the
respondents in the survey reacted that MDCC handles and resolves issues as and when it occurs. This satisfies
the customer and helps to maintain a good customer relationship for the long term.

TABLE NO 4.10: THE TABLE SHOWING MDCC BANK EMPLOYEES HAVE BETTER PRODUCT
KNOWLEDGE.

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 45 45%

Agree 25 25%

Neutral 5 5%
 Disagree 10 10%

Strongly disagree 15 15%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents, 45 respondents strongly agree and said that
employees of the MDCC possesses good product knowledge, 25 respondents agree, 5 respondents are in
neutral, 10 respondents disagree and 15 respondents strongly disagree.

CHART NO 4.10: THE CHART SHOWING MDCC BANK EMPLOYEES HAVE BETTER
PRODUCT KNOWLEDGE
Interpretation:
From the above graph we can interpret that MDCC bank has talented human resources. Handling customer
complaints and resolving the issues requires good product knowledge. In this context many of the respondents
in the survey has said that MDCC employees are good in product knowledge.

TABLE NO 4.11: THE TABLE SHOWING DO YOU FEEL SAFE IN BANKING TRANSACTIONS AT
MDCC

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 50 55%

Agree 35 25%

Neutral 5 5%
 Disagree 5 0%

Strongly disagree 5 5%

Total 100 100%

Analysis:
From the above table it is clear that out of 100 respondents, 50 of them strongly agree on safety measures
undertaken by MDCC in banking transactions, 35 respondents agree, 5 are in neutral, 5 respondents disagree
and the rest 5 respondents strongly disagree.
CHART NO 4.11: THE CHART SHOWING DO YOU FEEL SAFE IN BANKING TRANSACTIONS AT
MDCC

Interpretation:
From the above graph we can interpret that it is safe to have banking transactions at MDCC. Since banks deals
with financial transactions on behalf of customers it is very essential to take keen interest on each and every
transactions. In the survey many of the respondents strongly agrees and said they very safe in banking
transactions at MDCC.

TABLE NO 4.12: THE TABLE SHOWING MDCC BANK EMPLOYEE’S ARE POLITE & FRIENDLY

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Strongly agree 45 45%

Agree 35 35%
 Neutral 5 5%

Disagree 10 10%

Strongly disagree 5 5%

Total 100 100%

Analysis:
From the above table it is clear that out of 100 respondents 45 of them strongly agree that MDCC bank
employees are very friendly and polite in their behavior. 35 respondents agree, 5 respondents are in neutral, 10
respondents disagree and the rest 5 respondents strongly disagree on the same.

CHART NO 4.12: THE CHART SHOWING MDCC BANK EMPLOYEE’S ARE POLITE & FRIENDLY
Interpretation:
From the above graph we can interpret that, bank employees of the MDCC are very polite and friendly in nature.
Usually bank employees will be in stress handling multiple task and attaining customers on their daily basis. In
this busy schedule it is very important to maintain a patience while interacting with the customers. Respondents in
the survey agreed that MDCC bank employees are very interactive and listen to the customer issues genuinely.
TABLE NO 4.13: THE TABLE SHOWING MDCC SERVICES ARE CONVENIENT TO
COUSTOMER.

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 55 55%

Agree 25 25%

Neutral 5 5%

Disagree 10 10%

Strongly disagree 5 5%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents, 55 respondents strongly agree on convenient
in the services at MDCC. 25 respondents agree, 5 respondents are in neutral, 10 respondents disagree
and the rest 5 respondents strongly disagree on the same.

CHART NO 4.13: THE CHARTS SHOWS MDCC SERVICES ARE CONVENIENT TO COUSTOMER?
 Interpretation:
The graph above shows that MDCC offers its clients excellent convenience banking services. 
It is critical to educate clients about the products and services that are accessible to them via one door. 
In this context, MDCC has a favourable image in the minds of customers, as evidenced by the poll results.

TABLE NO 4.14: TABLE SHOWING MDCC STAFFS ARE NEVER BUSY TO RESPOND
CUSTOMER QUERY

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 45 45%

Agree 25 25%
 Neutral 15 15%

Disagree 10 10%

Strongly disagree 5 5%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents 45 of them strongly agree that MDCC staffs
are never busy in responding customer query. 25 respondents agree, 15 respondents are in neutral, 10
respondents disagree and the rest 5 strongly disagree with the same.
CHART NO 4.14: THE CHART SHOWING MDCC STAFFS ARE NEVER BUSY TO RESPOND
CUSTOMER QUERY

Interpretation:
From the above graph we can interpret that staff of MDCC serve better to their customer and clear their quires
as and when it arises. Customer will face many issues in banking services and also many of the customers are
from agricultural background they need a proper advise from the banking staffs. This has been effectively
handled by the MDCC staffs.

TABLE NO 4.15: THE TABLE SHOWING MDCC’S OPERATING HOURS ARE VERY
CONVENIENT TO CUSTOMERS

PARTICULARS NO OF RESPONDENTS PERCENTAGE

Strongly agree 55 55%

 Agree 25 25%

Neutral 5 5%

Disagree 10 10%

Strongly disagree 5 5%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents 55 of them said that MDCC operating hours
are convenient to avail banking services. 25 respondents agree, 5 respondents are in neutral, 10 respondents
disagree and the rest 5 respondents strongly disagree on the same.
CHART NO 4.15: THE CHART SHOWS MDCC’S OPERATING HOURS ARE VERY CONVENIENT
TO CUSTOMERS

Interpretation:
From the above graph we can interpret that customers are satisfied with the operating hours of MDCC. Bank
should operate their services during the time which is convenient to the customers. Customers of MDCC in the
survey reacted that MDCC working hours are very convenient to them.

TABEL NO 4.16: THE TABLE SHOWING DOES MDCC USES MODERN EQUIPMENTS TO
SERVE ITS CUSTOMERS

PARTICULARS NO OF PERCENTAG
RESPONDENTS E
Strongly agree 25 25%

Agree 35 35%
 Neutral 20 20%

Disagree 10 10%

Strongly disagree 10 10%

Total 100 100%

Analysis:
According to the above table, 25 of the 100 respondents highly agree that MDCC employs contemporary equipment to b
etter serve its clients, 35 respondents agree, 20 respondents are neutral, 10 respondents disagree, and the other 10 severel
y disagree.

CHART NO 4.16: THE CHARTS SHOWS MDCC USES MODERN EQUIPMENTS TO SERVE ITS
CUSTOMERS?
Interpretation:
From the above graph we can interpret that MDCC is using modern equipments to serve its customers. In order
to speed up the banking transaction there is a requirement of well advanced equipments so that it brings more
efficiency and helps to serve customer. In this regard many of the respondents in the survey agree that MDCC
uses modern equipments.
TABLE NO 4.17: THE TABLE SHOWING MDCC ORGANIZES CONSUMER AWARNESS
PROGRAMS:

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 45 45%

Agree 25 25%

Neutral 15 20%

Disagree 5 5%

Strongly disagree 10 10%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents 45 of them strongly agree and said MDCC
organizes consumer awareness programs, 25 respondents agree, 15 respondents are in neutral, 5
respondents disagree and the rest 10 respondents strongly disagree on the same.
 CHART NO 4.17: THE CHART SHOWS MDCC ORGANIZES CONSUMER AWERNESS
PROGRAMS?

Interpretation:
From the above graph it is evident that MDCC organizes customer awareness program to their customers. It is
important to educate customer about the banking products and it services this will help bank to maintain long tern
relationship. In this regard MDCC is good in organizing customer awareness program.

TABLE NO 4.18: THE TABLE SHOWING DOES COMMUNICATION MODES USE BY MDCC SUITS
ITS CUSTOMERS

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 45 45%

Agree 25 25%
 Neutral 10 10%

Disagree 5 5%

Strongly disagree 15 15%

Total 100 100%

Analysis:
From the above table we can analyze that out of 100 respondents 45 of them strongly agree that communication
mode use by MDCC are clear and understandable, 25 respondents agree, 10 respondents are in neutral, 5
respondents disagree and the 15 respondents strongly disagree on the same.
 CHART NO 4.18: THE CHART SHOWING DOES COMMUNICATION MODES USE BY MDCC
SUITS ITS CUSTOMERS

Interpretation:
From the above graph we can interpret that communication mode use by MDCC is clear and understandable. In the
banking service it is very important to provide alert messages to the customer regards to their account, many of the
customers in the survey are satisfied with these services.

TABEL NO 4.19: THE TABLE SHOWING WILL YOU REFER MDCC TO OTHERS BECAUSE OF
GOOD SERVICE

PARTICULARS NO OF PERCENTAG
RESPONDENTS E

Strongly agree 55 55%

 Agree 15 15%

Neutral 10 10%

Disagree 5 5%

Strongly disagree 15 15%

Total 100 100%

Analysis:
According to the above table, 35 of the 100 respondents strongly agree that they will refer others to MDCC because of th
e service quality, 15 respondents agree, 10 respondents are neutral, 5 respondents disagree, and the remaining 15 respond
ents severely disagree.

CHART NO 4.19: THE CHART SHOWING WILL YOU REFER MDCC TO OTHERS BECAUSE OF
GOOD SERVICE
Interpretation:
From the above graph we can interpret that customers are happy with the services offered by the MDCC and
they are willing to refer others about the same. This shows MDCC is having a positive feedback from the
customers.
TABEL NO 4.20: THE TABLE SHOWING OVER ALL RATING OF MDCC FOR ITS SERVICE
QUALITY?
(Rating 1 will be the least and 5 will be the highest rating)

PARTICULA NO OF PERCENTAG
RS RESPONDENTS E

1 10 10%

2 5 5%

3 20 20%

4 30 30%

5 35 35%

TOATL 100% 100%

Analysis:
From the above table we can analyze that 35 respondents out of 100 rated 5 for the service quality offered to them
at MDCC, 30 respondents rated 4, 20 respondents rated 3, 5 respondents rated 2 and
the rest 10 respondents rated 1.
CHART NO 4.20: THE Graph SHOWING OVER ALL RATING OF MDCC FOR ITS SERVICE
QUALITY?
(Rating 1 will be the least and 5 will be the highest rating)

Interpretation:
From the above graph we can interpret that many of the customers having a positive opinion on the service
quality maintained by the MDCC. It is very essential to the service oriented companies to provide a good
services to its customers to maintain a customer loyalty and to make to them stay with the organization for a
longer period.
 CHAPTER 5

FINDINGS, SUGGESTION AND CONCLUSION

 Findings:

1. Majority of the respondents i.e., 65% in the survey are male.

2. 35% of the respondents will fall in the age group of more than 41 years.

3. 65% of respondents in the survey are married.

4. Agriculture is the main sources of income for the account holders of MDCC.

5. It is evident in the survey that 45% of the respondents holds loan account.

6. 40% of respondents in the survey said that they hold account with MDCC from past 6-9 years.

7. 35% of the respondents agrees that MDCC provides error free service.

8. It is clear in the survey that MDCC renders it services to its customer as promised earlier because 35% of the
agrees on the same.

9. It is evident through survey, MDCC responses customer issues as and when it araises because 45% of the
respondents agree the same in the survey.

10. 45% of respondents in the survey strongly agreed that MDCC employee's possesses good product knowledge.

11. 50% of the respondents in the survey strongly agree and feel safe in banking transactions at MDCC.

12. 45% of the respondents in the survey strongly agree that bank employees are very polite and friendly.

13. Banking services of MDCC are very convenient to the customers as it is strongly agreed by the 55% of customer
in the survey.

14. MDCC are never busy to respond customer because 45% of the customers has a positive opinion on the same.

15. 55% of the respondents in the survey strongly agree that banking hours are very convenient for them.

16. MDCC uses modern equipments to speed up its services because this has been evident in the survey by 35% of the
respondents.

17. 45% of the respondents strongly agree that MDCC organizes customer awarness programs frequently.

18. Communication mode used by MDCC suits its customer because it has been strongly agreed by 45% of
 the respondents in the survey.

19. 55% of the respondents in the survey said that they will refer about MDCC to others because of its service.

20) 35% of the respondents in the survey rated 5

 SUGGESTIONS:

 MDCC bank should concentrate to increase users of banking facilities.

 MDCC bank should try to increase the current account holders and credit cards.

 MDCC bank should give more performance to O/D facilities its helps to the bank to increase the
customers.

 Most of the customers are not satisfied with the transaction time, so the bank should hiring (recruiting)
more employees. So the transaction can finish fastly.

 This bank should increase the banking services to attract the customers.

 This bank should try to reduce the loan application process.

 MDCC bank should update customer transaction so its helps to customer to know their account current
status.

 This bank should avoid unnecessary charge collected from the customers. 5% of the respondents in the
survey rated 5 (top) for its overall service.

CONCLUSION:

Conclusion I have done an examination of consumer loyalty when I dissected consumer loyalty in
financial administrations MDCC Bank Mandya. Banking is a borderless element permits whenever,
anyplace and in any capacity on the seat. During this progression of the cycle control that could
moderate or kill the distinguished dangers, as proper for the activities of associations, it is given. The
information to a worthy level. While banking gives various advantages to clients and new business
openings for banks, which diminishes the danger of conventional banking. Albeit extensive work has
been done in certain nations in adjusting banking guideline and oversight, persistent checking and audit
will be more prominent harmonization and coordination at worldwide level fundamental.
Notwithstanding the straightforwardness with which capital can conceivably move between banks
across borders in a climate makes more prominent affectability to financial arrangement the board. To
comprehend the effect of banking in the result of monetary strategy, legislators need a strong insightful
premise.
 BIBLIOGRAPHY

S
 Websites
 WWW.Mdccbank.com
 Annual Reports of Mdcc Bank (year 2015-2016)
 Wikipedia
www.Moneycontrol.com

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