A

Summer Training Report

On

“CONSUMER PERCEPTION TOWARD VARIOUS

PRODUCT AND SERVICES PROVIDE BY THE CO-
OPERATIVE BANK BHIWANI”

At
Central Co-operative Bank, Bhiwani

Submitted to
In partial fulfillment of the requirement for the degree of
Master’s in Business Administrative
(2016-2018)

SUBMITTED TO: SUBMITTED BY:

 DECLARATION

I, SHUBHAM AGGARWAL hereby declare that the summer training which is presented in this

report entitled “EXPORT BANKING: VARIOUS PRODUCTS & SERVICES OF CO-OPERATIVE

BANK CONSUMER PERCEPTION ” submitted in the partial fulfillment of the requirements for the

award of Degree of Masters in Business Administration to the The Technological Institute of Textile

and Science, Bhiwani, is an authentic record of my own training carried out at The Bhiwani central Co-

operative Bank Ltd. Bhiwani, a branch HARCO, under the guidance of BRAMCH MANAGER

MR. NARESH GUPTA AND ASSISTANT MANAGER MISS SHALLU SONI. The material

embodied in this project is correct to the best of my knowledge.

SHUBHAM AGGARWAL
 ACKNOWLEDGEMENT

“Knowledge is an experience gained in life, it is the choicest possession, which

should not be shelved but should be happily shared with others.”
It gives me immense pleasure to acknowledge my sincere thanks to Sh. Promod
Parmar Chairman, The Bhiwani Central Cooperative Bank for providing me
opportunity to learn from the rich and varied experience of the people I worked with
to undertake my Summer Training at their Head Office in Bhiwani.

The training proposal and defining the scope of this project. Her mentorship, help,
understand and analyze the various challenges in a critical way and directed me to
have the right focus.

I would like also to make as special mention of several of my colleagues for their
thoughts, and ideas and their contribution was invaluable.,
Finally yet importantly I would like to thank my parents for their great support and
guidance.

SHUBHAM AGGARAWAL
 PREFACE

This project work is essentially there sult of final year project

which is mandatory
To be under taken on the partial fulfillment of the course MBA
(Master of business Administrator). The present study entitled
“EXPORT BANKING: VARIOUS PRODUCTS &
SERVICES OF CO-OPERATIVE BANK CONSUMER
PRECEPTION” . In spite of best endeavors, the project report
is not a work of Excellence as it is student’s attempt to watch
record and understand the business Activities and practical
aspect of business by applying theoretical knowledge and
concepts.
 Significance of the study

The research work when completed, will give me an insight into a practical situation. However, it
will also indicate how to combat the marketing problems the banks with regards to the level of
customer’s satisfaction. In addition, it will serve as a source of reference of similar research in
future.

Finally, it is also intend to facilitate the effort of policy makers to come out with policies that will
embody effective customer satisfaction strategies.
 CONTENTS

1) Significance of study
2) Review of existing Literature
Conceptualization
Introduction to the industry
Introduction of the company
 Introduction to the topic
4) Objectives of study
5) The Research methodology includes:
 Research Design
 Type of Research
 Type of analysis
 Sources of Data
 Research technique
 Sampling plan
 Research Instrument

6) Data analysis and interpretations

7) Findings
8) Conclusion
9) Limitations of the study
10) Annexure
a) Questionnaire
b) Bibliography
Review of existing Literature

Ravi C.S & Kundan Basavaraj

(2013)
investigated the preference and satisfaction level of customers towards
loans ,deposits schemes, insurances and value added services rendered
by private and public banks in Shivamogga district. Business and
vehicle loans are fast moving than other services and overall satisfaction
resulted at 50%. Further, overall satisfaction on bank deposit schemes
resulted positively while other services of banking still need to be given
attention by focusing on customer issues. New innovative schemes,
strategies to cater to non users other services have to be adopted.
Dr. Snehal kumar H Mistry (2013)
focused on the factors that affecting customer satisfaction in banks and
analyzes their effects. It is revealed that customer satisfaction is the\ key
for many banks to survive competition.
Customer gives third preference to assurance factor, it include criteria
like safety of transaction, consistency in service etc. So,
banks whether they are private sector bank or\ public sector bank they
should give more focus on increasing reliability, responsiveness and
assurance. For that they can give training to
their employee which will help them to give personalized service.
Dr. A. H. Sequeira (2012
)
made an attempt to address the issues related to
customer satisfaction and quickness of transactions in co-operative
banks. It is clear from the results that the customer services are
reasonably satisfactory.
S. Sivesan (2012)
found the impact of the service quality on customer‘s satisfaction
in banking sectors. Service quality are inter related with customer
satisfaction. Manager of the bank or administrative body needs to
identify the primary quality determinants, clearly managing the
customer expectation, educating the knowledge to customer regarding
the service for improving the service quality in the banking sectors.
 Introduction to the industry
BANKING IN INDIA
Banking in India, in the modern sense, originated in the last decades of the 18th century. Among
the first banks were the Bank of Hindustan, which was established in 1770 and liquidated in 1829–
32; and the General Bank of India, established in 1786 but failed in 1791.

The largest bank, and the oldest still in existence, is the State Bank of India (S.B.I). It originated as
the Bank of Calcutta in June 1806. In 1809, it was renamed as the Bank of Bengal. This was one of
the three banks funded by a presidency government, the other two were the Bank of Bombay in
1840 and the Bank of Madras in 1843. The three banks were merged in 1921 to form the Imperial
Bank of India, which upon India's independence, became the State Bank of India in 1955. For many
years the presidency banks had acted as quasi-central banks, as did their successors, until
the Reserve Bank of India[5] was established in 1935, under the Reserve Bank of India Act, 1934.

In 1960, the State Banks of India was given control of eight state-associated banks under the State
Bank of India (Subsidiary Banks) Act, 1959. These are now called its associate banks. In 1969
the Indian government nationalised 14 major private banks, one of the big bank was Bank of India.
In 1980, 6 more private banks were nationalised. These nationalised banks are the majority of
lenders in the Indian economy. They dominate the banking sector because of their large size and
widespread networks.

The Indian banking sector is broadly classified into scheduled banks and non-scheduled banks. The
scheduled banks are those included under the 2nd Schedule of the Reserve Bank of India Act, 1934.
The scheduled banks are further classified into: nationalised banks; State Bank of India and its
associates; Regional Rural Banks (RRBs); foreign banks; and other Indian private sector banks.
[7]
 The term commercial banks refers to both scheduled and non-scheduled commercial banks
regulated under the Banking Regulation Act, 1949.

Generally banking in India is fairly mature in terms of supply, product range and reach-even though
reach in rural India and to the poor still remains a challenge. The government has developed
initiatives to address this through the State Bank of India expanding its branch network and through
the National Bank for Agriculture and Rural Development (NABARD) with facilities
like microfinance.
 TYPE OF BANK

Commercial Banks
According to the RBI, “Commercial Banks refer to both scheduled and non-scheduled
commercial banks which are regulated under Banking Regulation Act, 1949.”
Commercial banks operate on a ‘for-profit’ basis. They primarily engage in the
acceptance of deposit and extend loans to the general public, businesses and the
government.

Scheduled Banks
By definition, any bank which is listed in the 2nd schedule of the Reserve Bank of
India Act, 1934 is considered a scheduled bank. The list includes the State Bank of
India and its subsidiaries (like State Bank of Travancore), all nationalised banks
(Bank of Baroda, Bank of India etc), regional rural banks (RRBs), foreign banks
(HSBC Holdings Plc, Citibank NA) and some co-operative banks. These also include
private sector banks, both classified as old (Karur Vysya Bank) and new (HDFC Bank
Ltd).
To qualify as a scheduled bank, the paid up capital and collected funds of the bank
must not be less than Rs5 lakh. Scheduled banks are eligible for loans from the
Reserve Bank of India at bank rate, and are given membership to clearing houses.

Non-scheduled Banks
Non-scheduled banks by definition are those which are not listed in the 2nd schedule
of the RBI act, 1934. Banks with a reserve capital of less than 5 lakh rupees qualify as
non-scheduled banks. Unlike scheduled banks, they are not entitled to borrow from
the RBI for normal banking purposes, except, in emergency or “abnormal
circumstances.” Jammu & Kashmir Bank is an example of a non-scheduled
commercial bank.
Co-operative Banks
Co-operative banks operate in both urban and non-urban areas. All banks registered
under the Cooperative Societies Act, 1912 are considered co-operative banks. These
are banks run by an elected managing committee with provisions of members’ rights
and a set of “communally developed and approved by laws and amdendments.”
In the urban centers, they mainly finance entrepreneurs, small businesses, industries,
self-employment and cater to home buying and educational loans. Likewise, co-
operative banks in the rural areas primarily cater to agricultural-based activities,
which include farming, live stocks, dairies and hatcheries etc. They also extend loans
to small scale units, cottage industries, and self-employment activities like artisanship.
Unlike commercial banks, who are driven by profit, co-operative banks work on a “no
profit, no loss” basis. These are regulated by the Reserve Bank of India under the
Banking Regulation Act, 1949 and Banking Laws (Application to Co-operative
Societies) Act, 1965.

Regional Rural Banks

Regional Rural Banks or RRBs, simply put, serve the rural areas and agricultural
sectors with basic banking and adequate financial services. They were set up in 1975,
based on the recommendations of a committee. Based in Moradabad, Prathama Bank,
established on 2 October 1975, is the first RRB to open in India. It was sponsored by
Syndicate Bank. The RRBs are owned by the central government (50%), the state
government (15%) and the sponsor bank (35%). Several commercial banks have
sponsored RRBs. Prominent examples include the Maharashtra Gramin Bank
(sponsored by the Bank of Maharashtra) and the Himachal Gramin Bank (sponsored
by Punjab National Bank). RRBs were set up to eliminate other unorganized financial
institutions like money lenders and supplement the efforts of co-operative banks.
 Introduction of the company

OVERVIEW OF HARCO BANK

INTRODUCTION
 Established in Nov 1966 and commenced its banking business on the same day with the

registered office at Ambala.

 Having 13 branches & 2 extension counters.

 Head office HARCO Bank is located in Chandigarh.

 Granted a license on 22 Nov.1991 under section of BR Act 1949.

 Based on the Raiffeison model and co-operative credit society act, 1904, the State Co-operative

apex bank of Haryana made its formal beginning in 1966 as per constitution of India, under

article 246 and as a part of state subject.

 Bank was included in the second schedule of RBI Act, 1934 on 4th Feb.1969.

 Registered at Ambala under Haryana Co-operative Societies Act, 1984.

 In 1994 HARCO BANK got license from RBI.

ABOUT THE BHIWANI CENTRAL CO-OPERATIVE BANK
The Bhiwani Central Co-operative Bank, a Scheduled Bank under RBI Act was registered in the
Year 1973 as the Apex Bank of the short term coop. Credit structure of Bhiwani with an objective of
Development of the agrarian economy of Bhiwani by catching the credit equipment of the term of
the bhiwani.

The BCCB had made a humble beginning with the share of Rs. 1.76 lacks and a borrowing of Rs.
25.50 lakhs to address the form of problem of farm credit dispensation. The BCCB, in its own way
has contributed in providing farm credit and inputs to bring the desired changes over the year. The
Bank has been trying to develop the primary societies viz. PACS (Primary Agricultural Co-operative
Society) which constitute of schemes as LAMPS (Large Scale Agricultural Multipurpose Co-
operative Society)/ FSS (Farmers service Co-operative Society).

The activities of the BCCB are not confined to dispensation of farm credit alone. As a schedule
bank, it has responded to the sweeping change in banking service in view of advancement in
Information Technology.

The bank has assumed the role of leader of the coop-credit structure to develop the lower tiers to
cope with the emerging challenges of banking activities. The activities of BCCB are:

 General Banking Business

 Re-finance to the DCCB(District Central Co-operative Bank)
 Dispensation of Firms Credit
Who’s who?

Members of The Managing Committee of The Bhiwani Central Co-operative Bank Ltd.

S.No Name Designation

1. Sh. Parmod Parmar Chairman
2. Sh. Kuldeep Kaushik Chief Executive Officer
3. Sh. Ramesh ChanderBishnoi General Manager
4. Sh. Suresh Kumar Manager (Admn.)
5. Sh. Priyavart Manager (Banking)
6. Smt. Saroj Grewal Manager (Planning and Development)

RETAIL BANKING OF BHIWANI CENTRAL CO-OPERATIVE BANK LTD:

Housing loan:-The bank is financing housing loan under its “APNA GHAR” scheme. Maximum
amount under this head is Rs. 500000.00 for purchase of readymade house or construction. For
repair, renovation the limit is Rs. 50000.00. The rate of interest is 13% on reducing balance.
Maximum repayment period is 15 years with 18 months moratorium period.

Consumer Durable Requirement / Formalities:-

1. Maximum limit Rs. 50000.00 or 75% of the cost of the item.

2. Subject to five times monthly gross income.
3. Repayable in maximum 40 monthly installments in reducing balance.

Motor Vehicle Finance:-

For any sort of Surface Transport and Water Transport vehicle both for commercial and personal
purpose.

Requirement / Formalities

1. 75% of the total cost of vehicle, including insurance and registration.

2. Repayable in 60 monthly installment reducing balance

Business enterprise

Terms Loan for

1. Fixed Assets for Projects.

2. Commercial Complex and KalyanMandap.
3. Hotels, Tourist Resort, Health Care units.
4. Equipment and Machineries.

Requirements / Formalities

1. Maximum 75% of the fixed assets.

2. Maximum repayable periods- 10 years.
3. Interest in reduced balance method.

Working Capital Loans:-

1. Retail Business
2. Traders
3. Wholesaler
4. Project Solution

Requirement / Formalities

1. Maximum 75% of working capital requirement subject to Stock Holding.

2. Quarterly Interest on days balance.
INTRODUCTION OF CORPORATE GOVERNANCE BY THE BHIWANI
CENTRAL CO-OPERATIVE BANK LTD.:

The Bhiwani Central Co-operative Bank Ltd. is the first bank in the cooperative sector in the city to
introduce sound practices of corporate governance to ensure transparency in its functioning. During
the last three years, the following initiatives have been taken to follow good corporate practices by
addressing a range of issues as, protection of shareholder rights, enhancing shareholder value,
disclosure requirements, integrity of accounting practices and strengthening the control system.

The employees of the bank can now expose any wrongdoing of the top management of the bank
without any fear of reprisal. The board of management of the bank in its meeting held on 30.06.2012
has accepted the system for protection of whistleblowers adopted in USA and in Indian Companies
like Wipro and Infosys. This facility would give protection to the staff, which exposes irregularities,
corruption, mal-practices etc. by the top management of the bank. Under this system, where any
staff of the bank discover information, which he believe show serious mal-practices, impropriety,
abuse or wrongdoing, then the information should be disclosed without fear of reprisal. Following
the spirit of Sarbanes Oxley Act of the USA, which envisages protection for whistleblowers, a
similar policy has been adopted to enable the employee to raise concern about any irregularity and
impropriety at an early stage and in the right way without fear of victimization, subsequent
discrimination or disadvantage. BCCB has become the first bank in the city to have adopted such a
policy. Employees are normally the first to realize that there are irregular or illegal practices being
followed by any management. Hence a policy which affords protection to the employees who
expose irregularities, corruption, mal-practices etc. will go a long way in ensuring transparent
management, setting standards, which the DCCBs shall be encouraged to emulate.

Besides, The Bhiwani Central Co-operative Bank has adopted the following sound practices of
corporate governance.

1. Timely audit of accounts has been ensured. The audit of the year 2014-15 was completed by
30.06.15.
2. The bank has been paying uninterrupted dividend to the shareholders.
3. Common coding of accounting heads has been introduced in the state of integrate the accounting
practices of the BCCB and all affiliated DCCBs. This has facilitated the computerization process
in the central co-operative banks.
4. Organization of annual customer meets to understand their changed perception and to reorient
the polices and the procedures of the bank. Such meets are also being organized at the level of
the DCCBs as well as the PACS.
5. A transparent transfer policy have been formulated and adopted in the bank. Transfer is now
being affected on the basis of the policy without any other consideration.
6. A bi-monthly house journal “Sampark” is published with effect from January, 2001, which not
only provides a forum to the employees to express their views, but also the management is also
able to explain the justification for taking important decisions.
7. Each branch of the BCCB as well as the PACS is being visited by a supervisory officer every
month to inspect the functioning and also impart guidance.
8. Loans Manual for the bank has been prepared by NABCON the consultancy arm of NABARD.
9. Systems a comprehensive HRD policy is being evolved for the bank by the National Institute of
bank management.

PRIMARY FUNCTIONS

Accepting deposits
Most important function of a bank is to mobilize public funds. Bank provides safe custody as well as
interest to the depositors. 

Saving deposit

Saving deposit account meant for those people who wants to save for future needs and uncertainties.
There is no restriction on number and amount of withdrawals. Bank provides cheque book, ATM
cum debit card and Internet banking facility. Depositors need to maintain minimum balance which
varies across different banks.

Fixed deposit or Term deposit

In fixed deposit account, money is deposited for a fixed tenure. Banks issues a deposit certificate
which contains name, address, deposit amount, withdrawal date, depositor signatures and other
important information. 

Depositor can't withdraw money during this period. In case depositor want to withdraw before
maturity, banks levy pre-mature withdrawal penalty. 

Current account

Current accounts are normally opened by businesses. Banks provide overdraft facility for these
accounts by which account holder can withdraw more money than available bank balance. This act
as a short term loan to meet urgent needs. Bank charges high rate on interest and charges for
overdraft facility because bank need to maintain a reserve for unknown demands for overdraft.  

Recurring deposit

In this type of account depositors deposits certain sum of money at regular period of time. Benefit of
recurring account is that it provides benefit of compounded rate of interest and enables depositors to
collect big sum of money. 

GRANTING LOANS AND ADVANCES

Cash credit
It is a short term loan facility under which banks allows its customers to take loan up to a certain
limit, normally bank grants this loan against mortgage of certain property.

Bank overdraft

Bank provides this facility to current account holders.Account holder can withdraw money anytime
up to the provided limit. He need to pay interest only on borrowed amount for the period for which
he took loan.

Loans

Banks providing loans for various kinds of short term as well as long term needs. Borrower pay back
the loan in installments.

Discounting bills

In normal day to day business, sellers sends bills to buyer whenever they sell their products and it is
mentioned in bill to make payment in stipulated time. Lets take it 30 days. In such conditions seller
may discount the bill from bank for some fees. In such situation bill discounting acts as short term
loan. In case the buyer or the drawer defaults, bank send the bill back to seller to drawer so that he
may take legal action against drawee or buyer.

SECONDARY FUNCTIONS

Agency functions
Funds transfer

Cheques collection

Periodic payments/collection

Portfolio management

Utility functions

Issue of draft, letter of credit etc :-Letter of credit acts as an assurance that in case the borrower
defaults in making the payment, bank will make the payment up to the amount mentioned in letter of
credit

Locker facility

Underwriting of shares

Dealing in foreign exchanges

Project reports

Social welfare programs

PRODUCTS OF CO-OPERATIVE BANK

 Current Bank Account
1. Any person approved by the bank may open the current bank account agrreing
upon to comply with the rules governing the current bank account.
2. A person intending to open an account must be properly introduced by the current
account holder known to the bank.
3. The current account can be opened in the name of individual in the single
name,two or more individual in their joint name with surviour clause E or S/A or
S/Jointly,sole proprietorship concern, Private/Public companies, institution,
Trusts,Societies etc.
4. The current account cannot be opened by minor,illiterate and blind persons.
However account of minor to be operated by natural guardian may be opened as per
bank's discreation.
5. Current account is a running and active account which may be operated upon any
number of times during a working day. There is no restriction the number and amount of
withdrawal.
6. An account may be opened withminimum of Rs.5000 only in cash after
completion of all necessary formalities & KYC norms Rs.50 per transaction be
deducted if balance is maintained less than Rs.5000.
7. No interest will be allowed on current bank.

Fixed Deposit
1. In Fixed deposit scheme the amount deposited by the customer is invested for a
fixed time/specific period, repayable on maturity/due date with agreed rates of interest,
payable as simple interest either monthly or quaterly.
2. An account can be opened in the name of person in his own name or two or more
persons in the name of institution,trust,societies, name of minor under guardianship of
natural parents. .
3. The customer has to complete all the necessary formalities as well as fullfill the
dcuments as per KYC norms i.e. 2 latest photographs, Address proof, Identification proof
etc. as mentioned in saving schemes.
4. At present the rate of interest varies from 6.00% to 9.25% on different time
periods which are reviewed from time to time.
5. Extra 0.60% interest rate is allowed to senior citizens.
6. No interest is paid if the deposit remains with the bank below 14 days in case of
premature withdrawl.
7. A customer can avail the loan facility to the extent of 85% of amount of FD.
8. No penalty shall be charged from the customer on amount withdraw
prematurely but reinvested in the same branch for a period longer then the
remaining period of origenal contract.

Recurring Depositt
1. The bank is providing R.D. facility to its depositors to save at their convenience by
paying a fixed sum of money every month for pre-determined period. The account can
be opened by :-
o A person in his/her own name.
o By two or more persons in joint name with "E or S"/"A or S"/jointly clause.
o On behalf of minor by guardian.
o Minor aged of 14 years and above.
o In the name of registered club, associative,educational institutions etc.
2. A depositor may have more then one R.D. account in his name or in the joint
names with anothers.
3. The period of deposit is normally in the multiple of 12 months like 12,24,36 upto
maximum period of 120 months.
4. The account will be opened after completion of all the necessary documents &
fulfilling the KYC norms.
5. The installment for each calender month must be remitted on or before the last
working day of that month, thereafter penal charges be imposed for the delayed period.
6. The rate of interest is same as that of FDR?RITD schemes..
7. The loan facility is extended against the R.D. upto the maximum of 85% of the
amount at credit in the RD account.

Re-investment Term Deposit

1. In RITD scheme the amount deposited by the customer is invested for a fixed
time/specific period, repayable on maturity/due date with agreed rates of interest, payable
as compounded interest quaterly.
2. An account can be opened in the name of person in his own name or two or more
persons in the name of institution,trust,societies, name of minor under guardianship of
natural parents.
3. The customer has to complete all the necessary formalities as well as fullfill the
dcuments as per KYC norms i.e. 2 latest photographs, Address proof, Identification proof
etc. as mentioned in saving schemes.
4. At present the rate of interest varies from 6.00% to 9.25% on different time
periods which are reviewed from time to time.
5. Extra 0.60% interest rate is allowed to senior citizens.
6. No interest is paid if the deposit remains with the bank below 14 days in case of
premature withdrawl.
7. A customer can avail the loan facility to the extent of 85% of amount of RITD.
8. No penalty shall be charged from the customer on amount withdraw
prematurely but reinvested in the same branch for a period longer then the
remaining period of origenal contract.

LOANS
1.1.1 Car Loan

Sr.No. Conditions Requirements

Maximum The borrower will be eligible for the loan equivalent to 90% of the
1. cost of the vehicle or 30 Basic Pays + Dearness Pay + Special Pay,
limit
whichever is less.

Permanent employees of Govt. of Haryana, Central

2. Eligibility Government/U.T. and their Boards & Corporations, Cooperative
Institutions University and other public sector undertakings who
have completed at least 05 years of service.

For purchase of only new four wheeler/cars for personal use only. Pickup
3. Purposes vans and all other commercial vehicles even if they are used for personal
purpose are not covered under the scheme.

4. Repayment Maximum of 84 equated monthly installment including interest.

5. Margin 10% of the total cost of car.

The vehicle purchased will be hypothecated in favour of the

6. Security bank ,The borrower will also provide at least one Post Dated
Cheque as security for the entire loan amount sanctioned.

Rate of Rate of interest for all borrowers will be charged @ 9.25% per
7.
Interest
annum.
 1.1.2 Personal Loan

Sr.No. Conditions Requirements

Maximum Minimum amount of loan will be Rs.25000/- and maximum

limit amount of loan Rs.5,00,000/- or 10 times monthly net salary
1. whichever is less.

(i) Confirmed Govt. employees of State/Central Govt.

(ii) Who are due for retirement in the near future may not be
Eligibility entertained.
2. (iii) The place of posting/working should be
Chandigarh/Panchkula.

To meet the urgent requirements of personal nature such as education,

Purposes marriage of children, foreign travel, family functions, medical expenses
3. etc.

Repayment 48 equated monthly installments (EMIs)

4.

Margin NIL
5.

i. Salary certificate.
Security ii. 2 guarantors.
6. iii. 48 checks in favour of bank.

Rate of The rate of interest shall be decided by the Bank from time to
Interest time.
7. (Presently 12%)

1.2 Service Charges and Fees

Sr.No. Name of Item Charges

A. Saving & Current Account
Minimium balance Rs.500/- Rs.20/- per month be deducted if the balance is
1.
required -S.B
maintained less than Rs.500/-

Minimium balance Rs.5000/- Rs.50/- per transaction be deducted if the

2.
required -CA
balance is maintained less than Rs.5000/-

Ledger Folio Charges

3. Rs.30/- per page subject to maximum of Rs.200/- p.a.
-CA

2 Cheque books containing 10 leaves each free without

Issue of MICR Cheque- charges during the Financial year thereafter Rs.2/- per
4.
SB
cheque if the average balance remains less than
Rs.10,00,000/- in a calendar year

Rs.2.00/- per cheque leaf if the average balance remains

Issue of MICR Cheque- less than Rs.10,00,000/- in a calendar year and thereafter
5.
CA
Rs.20/- per page shall be charged on subsequent
statement in the same month.

6. Issue of Pass Book No charges

7. Duplicate Pass Book Rs.20/-

8. Statement of Accounts Rs.20/- per statement per page for individuals & free to
institution once in a month .

9. Stop payment charges Rs.50/- per instrument

Account closure before

10. 12 months ( A/c transfer S.B. Rs.100/- 
not included) C/A Rs.250/-

Cheque returned
11. Rs.50/- per cheque
charges

Signature verification/
12. Rs.50/- per form
attestation
 Issuance of duplicate
interest
13. Rs.50/- per certificate
certificate/balance
certificate.

Guarantee against term

14. Rs.2% p.a. of guarantee amount
deposit

B. Remittance facility

a)Upto Rs.10,000/- Rs.25/- 

Pay order/Bankerӳ b) Rs.10001/- to 1.00 lac Rs.2/- per thousand with
1. minimum of Rs.40/- 
Cheque
c) Above Rs.1.00 lac Rs.1/- per thousand with minimum
of Rs.200/-

a)Upto Rs.10000/- Rs.35/- 

b)Rs.10001/- to 1.00 lac Rs.2/- per thousand subject to
2. Issuance of Drafts minimum of Rs.40/- 
c) Above Rs.1.00 lac Rs.2.50 per thousand with minimum
of Rs.300/-

Revalidation/cancellatio
n & Issuance of
3. Rs.75/- per instrument
duplicate pay
order/drafts

C. Bill for Collection ( Outgoing)

A Upto Rs.10,000/- Rs.50/- per instrument

B Rs.10001 to 1,00,000/- Rs.100/- per instrument

         C Rs.1,00,001 & above Rs.150/- per instrument.

1)Above charges are all inclusive (No Courier Charges out of pocket expenses). 
2) These charges are applicable only to transaction originated payable within
India ( above proposed rates are based on RBI circular No.DPSS. Co. 611
/3.01.03(P) /2008-09 dated 8.10.2008

There are 14 types of cheques as under:

Order Cheque:
A cheque which is payable to a particular person or his order is called an order cheque.

This is a cheque whereby the printed word “Bearer” on the cheque is cancelled. The cancellation of
the word “Bearer” automatically makes the cheque an “order” cheque.

An order cheque can be paid to the named payee across the bank’s account if so presented.

Identification must be insisted on by the bank when encashing the order cheque for the presenter.
The ID number and the named payee’s signature will be asked for on the back of the cheque.

Bearer Cheque :

A cheque which is payable to a person whosoever bears, is called bearer cheque.

The cheque sometimes can be made payable to “Cash” or bearer or made payable to a specific name,
for example, “bujji sekhar or Bearer”.

This cheque is payable by the drawee bank over the counter to the Bearer or presenter of the cheque.

A Bearer cheque can be negotiated or pass to another person by mere delivery. In other words, the
holder (or the Transferer), when giving it to another person need not endorse the cheque.

No identification is needed when a bearer cheque is presented for encashment. However, in normal
banking practice, where the amount of the cheque is substantial, the identity of the encasher is
insisted on.

A bearer cheque can be collected by the bank for the credit of anyone’s account

In banking practice, the need for the encasher’s signature on the back of the cheque is merely to
evidence that the encasher has received the money from the bank.

Blank Cheque:

A cheque on which the drawer puts his signature and leaves all other columns blank is called a blank
cheque.

A check that is signed by the payer but with no specific amount indicated, leaving this determination
up to the drawee.

More generally, a term used for any situation in which an usually high level of trust is afforded by
one party to another.

“ My wife must have a high level of trust for her sister, because when she asked to borrow some
money my wife gave her a blank check. ”

Counter cheque:
Blank cheque was also commonly used as a synonym for counter cheque. requiring that cheque be
MICR encoded in order to be handled by their clearing houses, it was fairly common for banks,
especially in small towns, to issue cheque to customers which were not personalized other than the
name of the bank.

Businesses would have pads of counter cheque which did not even have the bank specified on them
– the customer had to not only fill in the value of the cheque, the date, and their signature, but also
had to designate the bank on which funds were to be drawn.

Stale Cheque:

Check presented at the paying bank after a certain period (typically six months) of its payment date.
A stale check is not an invalid check, but it may be deemed an ‘irregular’ bill of exchange. A bank
may refuse to honor it unless its drawer reconfirms it payment either by inserting a new payment
date or by issuing a new check. Also called stale dated check.

*NOW __The cheque which is more than three months old is a stale cheque.

Eg. If Mr.CooL issues cheque to Miss. Bujji, if Mr. CooL has issued cheque from his SBI A/c then
SBI is a drawee bank.

The banking regulation Act has not define specific period after which the instrument (cheque)
becomes stale. Some of the banks write specific instruction on the cheque where the validity period
is mentioned. In such case the cheque will become stale after expiry of the period from the date of
issue (date on the instrument)

Multilated Cheque:

If a cheque is torn into two or more pieces such cheque is Mutilated Cheque. If it presented for
payment, such a cheque the bank will not make payment against such a cheque without getting
confirmation of the drawer. In case, if a cheque is torn at the corners and no material fact is erased or
cancelled, the bank may make payment against such a cheque.

If the payee is clear, signature and the MICR line intact – they can process it. There are sealable
plastic carriers used to put such cheques through the high speed transports used in Clearing.

Post Dated Cheque:

If a cheque bears a date later than the date of issue, it is termed as post dated cheque.

Any check or draft that has a future date written upon it by the user. The amount of the check will
not be drawn from the account until the date written on the check. For example, a check written on
the 14th of the month but dated for the 28th will not be cashed for another two weeks.

Open Cheque:

A cheque that is not a crossed cheque. The person whose name appears on the cheque can write the
name of another person on it, and the money will be paid to them.

An open cheque is a cheque that is not crossed on the left corner and payable at the drawee bank on
presentation of the cheque.
The words ‘OPEN’ should not be struck off and the person issuing the cheque should sign on the
reverse of the cheque also before giving it to another person; otherwise the bank may refuse
payment. The latter can collect the money from any branch of the bank nowadays, depending on the
bank. S/he should also sign at the back of the cheque while receiving the amount.

Crossed Cheque

A crossed cheque is one which has two short parallel lines marked across its face.

A cheque which carries too parallel transverse lines across the face of the cheque with or without the
words “I and co”, is said to be crossed.

Crossed cheques are of two types. By simply crossing a cheque or with the words ” & Co”, by the
payer, the payee can either deposit it in his/her account or endorse it in favour of another person on
the reverse. This practice is nowadays not accepted by the banks.

The advantage of crossing is that it reduces the danger of unauthorised persons getting possession of
a cheque and cashing it. A crossed cheque can only be cashed through a bank of which the payee of
the cheque is a customer.

A cheque crossed generally will be paid to any bank through which it is presented.

A cheque crossed specially will be paid only when it is presented for collection by the bank named
between the parallel lines. Such crossing affords a greater measure of protection against loss.

Gift Cheques

Gift cheque, it is a cheque forirted in decorative form issued for a small extra charge by the banks
for use by customers who wish to give presents of money on special occasions.

Gift cheques may be purchased in unlimited numbers from every branch of the ‘X’ Bank.

Gift cheques may be used to give presents of money as

Birthday Gift

Wedding Gift

Honour Gift

EASI SMART Gift

Gift cheques are used for offering presentations on occasions like birthday, weddings and such other
situations. It is available in various denominations.
Features and Benefits

Convenient

Pre-denominated

Elegant – Improve promotional impact with packaging customization and personalization options

Flexible – Provide redemption flexibility by offering the reward with no expiration date

Replaceable – Protect your investment and offer Reward Earners increased security and peace of
mind with lost and stolen Cheque protection

Simple – Order and administer rewards easily for timely reinforcement

Reliable – Feel at ease with the American Express brand name — it conveys reliability, security and
prestige

Traveller’s Cheques:

It is an instrument issued by a bank for remittance of money from one place to another.

Travelers Cheques are accepted almost everywhere and are available in many denominations. Plus,
the no-expiration feature allows you to cash in leftover cheques or retain them for the next time you
travel.

benefits

Convenience : Easy to use. Secured to protect your money when on the move.

Choice : Available in United States Dollars (USD), Great Britain Pounds (GBP), EURO, Japanese
Yen (JPY), Australian Dollars (AUD) and Canadian dollars (CAD).

Acceptance : Accepted worldwide in over 400,000 locations spread across 200 countries. TCs can
be encashed or used at Exchange bureaus, Banks, Hotels Shops, Restaurants and other
establishments.

Security : Signature based security. If your cheques are lost or stolen, the 24 hour Call Centre is just
a phone call away. Replacement of lost TCs is attended to on priority across the world.

Buy-Back : When you return back to India, you can encash any unused TCs issued by us, at any of
the Axis Bank Branches.

Expiry : Valid forever! You can save any unused Travellers Cheques for future trips.

Self cheques:

A self cheque is written by the account holder as pay self to receive the money in the physical form
from the branch where he holds his account.

If your friend wants to pay YOU the amount of 10000/-, he/she should have written YOUR NAME
in the space provided for PAYEEon the cheque. If he/she has written SELF in that area, it is
supposed to be used by him (or the bearer as written on the cheque) and whoever possess that
cheque can go to the same branch and bank of the account holder to cash the cheque.

Some banks may honour cheques in their other branches than the account holder branch. However,
this cannot be encashed in any other BANK.

You can either encash it by visitng the bank and the branch of your friend’s account or should return
or tear this cheque off (If lost, the person who finds it can get it cashed from the bank and branch
mentioned on the cheque) and ask for another cheque in your name that you can deposit in your
account.

Bankers Cheque:

The banker’s cheque is an instrument issued by the bank on behalf of customer containing an order
to pay a certain sum to a specified person within the city. The validity period of the Banker’s cheque
is 3 months, however it can be re-validated subject to some legal formalities.

In Banker’s cheque the chances of dishonor is not possible because it is always prepaid. It is always
pre-printed with the words ‘not negotiable’ which means it cannot be further negotiated.

Banker’s Cheque or Payment Order is a cheque issued for making payments within the same city.

Banker’s cheque is valid up to 3 months from the date of issue.

All banker’s cheque are pre-printed with “NOT NEGOTIABLE”.

It can be cleared in any branch of the same city.

Outstanding cheque:

A cheque which has been written and therefore has been entered in the company’s ledgers, but
which has not been presented for payment and so has not been debited from the company’s bank
account .
 OBJECTIVES
 To understand the customer’s satisfaction and perception towards
the services of cooperative bank.

 To get an overview about the services and performance of

cooperative bank
RESEARCH DESIGN-
 MEANING

The research design is a pattern or an outline of research project working. It is a statement of

only essential elements of study that provide basic guidelines for the details of the project.
The function of research design is to provide an outline for the collection of relevant
evidence with minimal expenditure of effort, time and money.
 AREA OF STUDY
All the activities are carried out in the Bhiwani Central Co-operative Bank Ltd.

1. Target Population: Consumer of Bhiwani, Haryana

2. Design & Setting: The study was undertaken in the month of February and March 2016 in the city of
Bhiwani
3. Type of Research: Descriptive research. The aim of the study is to examine & analyze the
perceptions, preferences & attitude of Bhiwani with reference to Banking Quality Services.

Sampling Plan:
1. Sample: 100 consumer resident in Bhiwani
2. Sampling method: Convenience sampling was used for study.

 Sources of Data:-
1. Primary: Personal interview , observations & questionnaire
2. Secondary: Magazines & Newspaper , research papers , internet
 ANALYSIS AND
INTERPRETATION

DOCUMENT FORMALITY OF the bank

 Sales

15
20

HS
S
N
D
HD

25

30

INTERPITATION
IN SAMPLE SIZE 20% PEOPLE ARE HIGHLY SATISFIED AND 30% ARE SATISFIED

WITH THE FORMALITY OF THE BANK

I

INTEREST RATE OF LOAN

5
17
15

HS
S
N
D
HD
30
43

INTERPITATION

INTEREST RATE IS LESS AS COMPARE TO OTHER BANK SO MOST OF

THE PEOPLE STISFIED WITH THIS RATE
RELATIONSHIP OF EMPLOYEES

10

30

20
HS
S
N
D
HD

18
22

IMTERPITATION
The above table indicates that the customers are highly satisfied with the
the relationship of employees with their customers.
MORDEN EQUIPMENT/TECH

12
20

20 HS
S
N
D
HD

30

28

ITERPITATION
most of the customers expressed some sort of dissatisfaction in modern
equipments and technology used by the bank comparatively to other
private and public bank. The study showed that the customers have
positive attitude towards the services.
TIME TAKE FOR THE OPERATIONS

15

30

HS
S
N
D
HD
28

22

INTERP[TATION

IN CO-OPRATIVE BANK EVERY WORK DONE ON TIME THAT’S WHY

MOST PEOPLE AE SATISFIED
EMPLOYEE ATTITUDE & BEHAVIOUR TOWARD COUSTOMER

10
20

10

HS
S
N
D
HD

25

35

INTERPITATION
20%PEOPLE ARE SATISFIED AND 35% PEOPLE ARE SATISFIED WITH
THE BEHAVIOUR OF THE EMPLOYEE
CONVENIENCE TO REACH THE BANK

10
22

25
HS
S
N
D
18 HD

35

INTERPITATION
OVERALL SERVICES PROVIDE BY THE BANK

12

25

18
HS
S
N
D
HD

20
35

ITERPITATION
MOST OF THE PEOPLE ARE HIGHLY SATISFIED OR SATISFIED WITH
THE SERVICES OF BANK
BANKS INTEREST IN SOLVING CONSUMER’S PROBLEM

15

32

HS
S
N
D
HD
25

18
FINDINGS AND SUGGESTIONS

Suggestions:-

Form all the study we can suggest some point to improve the profitability of the organization.

 The bank should focus more on advancing loans and money from depositors.
 It should reduce the cost of management.
 It should recover its money from defaulters in a limited time.
 It should control the non-operational expenses and other expenditure.
 It should ready for the coming competitive as all banks are going to be privatized.
 It should diversify its business and should give loans to non-agriculture sectors.
 To increase the net profit at higher rate, carefully designed risk management systems and
increasingly higher aspiration levels of customer’s services should be taken.
 LIMITATIONS

 It is only based on mathematical interpretation of the figure and ignores the factor such as
management style, motivation of workforce, leadership etc.

 It is affected by the price level changes.

 It does not give any clue for future

 The time period was less to conduct a thorough study of the subject; hence there may
be certain limitations.
CONCLUSION
Co-operative banks are frequently formed by persons belonging to the
same local or professional community or sharing a common interest and
provide a wide range of banking and financial services like loans,
deposits, banking accounts etc to the members. The banks were
conducted many studies to understand how their products and services
met or exceed customer expectations for the improvement of
performance or quality of service. This study showed the positive
opinion
towards the service of bank and the behavior of employees for rendering
services. But compared to other private and public banks, cooperative
banks little bit poorer in the adoption of technology and modern
equipments. Gradually the cooperative banks will adopt more and more
modern technologies for facing competition and make their services
more qualitative one
 Organization of the study

1. Chapter one explains the basic nature of bnaking industry. It also includes

introduction about the customer need and satisfaction.

2. Chapter two refers to the research design which includes the problems,

objectives, plan, scope, importance and limitations of the study. Research

methodology is also discussed in it.

3. Chapter three gives the results and discussions.

4. Finding related to these are discussed in chapter four.

5. Chapter five relates to the suggestions.

6. Annexure is discussed at end.

BIBLIOGRAPHY

Reference Books:
 Gupta Shashi K. & Sharma R.K.: Management Accounting.
Kalyani Publisher, New Delhi.
 JawaharLal& Srivastava Seema,; Financial Accounting.
Sultan Chand & Company Ltd. New Delhi.

References From Journal, Magazine, Newspaper, Annual Report

 Annual Report of The Bhiwani Central Co-operative Bank Ltd.

Websites

 www.rbi.com
 www.managementparadise.com
 WWW.WIKIPEDIA.COM
 WWW.NABARD.COM
 References

1. Hoffman D.L., Novak T.P., Chaterjee P., “Commercial scenarios for the web: opportunities
and challenges”, Journal of Computer Mediated Communications 1 (3), 1995, pp. 1-20.
2. Johnson G., Hyde M., Ambrose P., “Is electronic retailing the glorified catalog of
tomorrow”, in: Proceedings of the America’s Conference of Association of Information
Systems, Baltimore, Maryland, MD, 14-16 August 1998.
3. Jones K., Biasiotto M., “Internet Retailing: Current Hype or Future Reality?”, Research
report, Centre for the Study of Commercial Activity, Ryerson Polytechnic University,
Toronto, 1997.
4. Liu C., Arnett K, Capella L., Beatty R., “Websites of the Fortune 500 companies: facing
customers through home pages”, Information & Management 31, 1997, pp. 335-345.
5. Spiller P., Lohse G.L., “A classification of Internet retail stores”, International Journal of
Electronic Commerce 2(2), 1997, pp. 29.
6. Hamilton, A., “Avoid the #1 Website Sin: Slow Loading Pages,” September 9, 1997.
7. Wilson, R., “Seven Debilitating Diseases of Business Websites (and their cures),” Appeared
in Web Marketing Today, February 1, 1998.
 ANNEXURE

QUESTIONNAIRE:

PERSONAL DETAILS
Name:
Gender:
Occupation:-
Phone / Mob. :
Qualification:-

Q.1. Do you have any bank account?

o yes
o No

Q.2) which type account you holding?

o saving account □ current account

o fixed deposite

Q.3) Are you satisfied with the services of the bank?

□ Completely satisfied □ Satisfied □ Dissatisfied

□ Not at all satisfied

Q.4)Do you want to switch your bank to new one ?

□ yes □No
Q.5) What more facilities/services do you expect from a bank.

□ Demat services □ 25 hour ATM □ Net banking

□ international debit card

Q.6) Do you favor with the implementation of the computerization and core
banking solution?

□ Yes □ No

Q.7) DO you satisfied with the behavior of employee?

□ complete satisfied □ satisfied □ dissatisfied □ highly dissatisfied

Q.8)

□ Very Good □ Good □ Average □ Bad

□ Very Bad