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CO-OPERATIVE BANKS
Submitted by:
| Atul Gurav (PGDM 2) | Shubham Parsekar (PGDM 2) |
We hereby declare that the work embodied in this project is our original
work. It is submitted in partial fulfilment of the curriculum for the degree of
Post Graduate Diploma in Management at Universal Business, Karjat
Mumbai.
We further state that no part of this report has been submitted for any other
degree / diploma or any title equal in importance to any other university.
guiding and helping us in making of this project and giving his valuable time
in explaining and providing his valuable input. Our words indeed would
We also like to thank the librarian of our college and the library staff for
2. Introduction to Topic
2.1 Project Title
2.2 Research Objective 11
2.3 Literature Review
2.4 Hypothesis 12
2.5 Limitations 13
3. Methodology
3.1 Type of Research
3.2 Collection Data 14
3.3 Sampling Units, Tools 15
4. Research Findings
4.1 Questionnaire Analysis 16
4.2 Analysis of Interview with Bank Managers 33
5. Conclusion 38
6. Recommendation 39
References
Appendix
EXECUTIVE SUMMARY
Various Suggestion are provided in the report like Bringing awareness in the
housewives as they drive the family, to start with the internet and mobile
banking facility, etc. There were even several limitations to our study we
conducted like Time constraints , area , respondents, language barrier, genuinity
of information, insecurity towards providing personal information like phone
number , name and address.
1
1.0 INDUSTRY OVERVIEW OF CO-OPERATIVE BANK
The Co-operative Banks Act, of 2007 (the Act) defines a co-operative bank
as a co-operative registered as a co-operative bank in terms of the Act whose
members.
2
1.2 INTRODUCTION CO-OPERATIVE BANK
3
personal interaction with customers, and their ability to catch the nerve of the
local client. The total deposits and landings of Co-operative banks are much
more than the Old Private Sector Banks and the New Private Sector Banks.
4
1.4 DIFFERENCE BETWEEN COMMERCIAL BANK & CO-OP
BANKS
Commercial banks are required to be registered under Banking
Regulation Act, 1949.
Whereas co-operative banks are required to be registered under the Co-
operatives societies Act of 1904.
Commercial banks are subject to the control of the Reserve Bank of
India.
Co-operative banks are subject to the rules laid down by the Registrar
of co-operative Societies.
Commercial banks in India are on a larger scale. They have branch
system hence they have branches all over country.
Co-operative banks follow only unit- bank system and are relatively on
a much smaller scale. The coverage of co-operative banks is not
countrywide.
Commercial banks in India are of two types i.e. Private and Public
sector banks.
Co-operative banks are private sector banks.
Co-operative banks have lesser scope in offering a variety of banking
services than commercial banks.
Co-operative banks offer a higher rate of interest to their depositors
than commercial banks.
Commercial banks operates to earn profit. Whereas co-operative banks
operate mainly to service its members and the society.
Massive funds are available for disposal with the commercial banks,
whereas limited funds are available with the co-operative banks.
5
1.5 STRUCTURE OF CO-OPERATIVE BANKS
CO-OPERATIVE BANKS
6
Some co-operative banks are scheduled banks, while others are non- scheduled
banks. For instance, State Co-operative banks and some Urban Co-operative
banks are scheduled banks but other co-operative banks are non-scheduled
banks.
Scheduled banks are those banks which have been included in the second
schedule of the Reserve bank of India act of 1934. The banks
included in this schedule list should fulfil two conditions.
The paid capital and collected funds of bank should not be less than Rs.
5 lac.
Any activity of the bank will not adversely affect the interests of
depositors.
Such bank becomes eligible for debts/loans on bank rate from the RBI
Such bank automatically acquire the membership of clearing house.
7
Urban Co-operative banks mobilize savings from the middle and lower
income groups and purvey credit to small borrowers, including weaker
sections of the society. These banks organize on a limited liability
basis, generally extend their area of operation over a town. The main
functions of these banks are to promote thrift by attracting deposits
from members and non-members and to advance loans to the
members. It is registered under Co-operatives Societies Act of the
respective state Governments. Prior to 1966, Urban Co-operative
banks were exclusively under the purview of State Government.
From March 1, 1966 certain provisions of Banking
9
- District level ( middle) Central Co-operative Banks: This are the
federation of primary credit societies in a district and are of two types
Those having membership of primary societies only
Those having membership of societies as well as individuals.
This banks obtain funds from deposits ,share capital and provide the
same as finance to member socities within the limits of borrowing
capacity of socities
10
2.0 CONSUMER BEHAVIOUR OF CO-OPERATIVE BANKS
2.1 INTRODUCTION
The purpose of the report is to find the consumer behaviour in context to the
cooperative banks. The whole study is done to analyse that what drives the
customers to open an account in the cooperative banks. To make the report,
many inputs were required and the same were fulfilled by conducting surveys
in which the customers of the banks were asked to fill the questionnaires. Also,
the managers were approached and their insights were asked regarding the
respective banks functioning. These two sources gave us the tremendous
information by which we were able to prepare the report. In the report, every
essentiality is covered which would make our research and the survey
complete.
2.2 OBJECTIVES
To find whether customers are aware of the services and facilities which
the cooperative banks are offering.
To understand customer behaviour in context to the cooperative banks.
11
of the customers. The customers prefer the banks where there is a sense of
personal touch in the services provided.
Robert Johnston (1997): In his study entitled as, Identifying the critical
determinants of service quality in retail banking found out that increasing the
speed of the processing information, delighting customers, such as the
reliability of equipment, will lessen dissatisfaction among the customers.
2.4 HYPOTHESIS
Customers prefer cooperative banks due to the minimal interest rate
charged by the banks on the loans extended and good rate of interest
given on the deposits.
Customers prefer cooperative banks due to the hassle-free
documentation of the loans.
Mostly people from the unorganised sectors prefer cooperative banks.
12
2.5 LIMITATIONS
Time Constraints: The survey was conducted only on one day due to time
constraints. Also, customers because of being busy could not give the
essential time required for the questionnaires.
Reluctance: People were reluctant to share the information as they were
insecure about the same. They believed that their privacy would be
affected by giving the information required.
Language barrier: Only one person in the group knew effluent Marathi
language. Hence, it posed as a problem to communicate.
Restricted Area: Due to the time constraints, the research was restricted to
KARJAT city area only. This limited our area to conduct the research.
Limited number of banks: Only 5 banks could be visited as in KARJAT
only 5 cooperative banks were present.
Lack of Knowledge: The respondents lacked the knowledge of the
services provided by the banks. Hence, the complete true analysis was not
possible.
Misinterpretation of Data: The data was misinterpreted by the respondents
which in between acted as a barrier.
Authenticity Doubtful: The information provided by the respondents may
be false which may not lead to the authentic results.
Findings of research may change due to area, age and other factors of
respondents.
Sample size was restricted to 80 instead of 100
Branch staff was reluctant to share the information.
The findings are solely based on information provided by respondents so
it may be subjected to bias and prejudice of the respondents.
13
3.0 METHODOLOGY
The purpose of our project work was to study the Consumer Behaviour of Co-
1. Exploratory Research
2. Descriptive Research
of Co-operative Banks
literature from books. We have also collected some valuable inputs for
our project from various text books, reference book, newspapers and
The whole work was divided among the group members and finally all this
14
Sampling Method: Simple Random Sampling
15
4.0 RESEARCH FINDINGS
Frequency
40
35
35
30
25 27
20
15
16
10
5
2
0
0 to 3 4 to 6 6 to 9 10 to 12
Nearly 44% of the respondents where the research was conducted, we came to
an understanding that customers attachment with the co-operative bank ranges
between 0 to 3 years.
Most of the respondents told us that the co-operative banks are not providing Net
Banking as these days most of the transactions like bill payment, Insurance
payment are done through internet.
In order for posting the transactions in the passbook, co-operative does not have
kiosks like other Nationalized Banks does where as one can interact with the
kiosk and get the transactions posted with the help of barcode attached to the
passbook
Many youngsters of the survey felt that co-operative banks are not having any tie
up with paytm or freecharge whereas they can recharge on the go with other
Private or Nationalized Banks
As the co-operative banks came into the picture to help especially farmers and
other small businesses. However most of them feel that bank should provide
credit card facilities which they feel handy.
16
On performing the Survey of 80 respondents, it is clear from the chart and cross
tabulation that nearly 72.8% of them are having Savings account.
17
18
Survey conducted on 80 respondents, nearly 57% of the sample size informed
us that they have opened the bank account due to Savings.
19
Out of 80 respondents, it is very surprising that nearly 50% of them have never
opted for any loan. However, 30% of the respondents have taken Agriculture
loan.
20
Among the random customer samples, only 80% feel that the bank is catering to
all their needs whether it is support or services. 20% of the people feel that the
banks should improve against other National and Private Banks.
21
Among the 80 sample size, almost nearly 92.5% people use ATM. However only
2.5% claim that they enjoy both ATM and Net Banking which provided by the
Co-operative Bank.
22
Out of all the respondents. 98.8% of the respondents recommend this bank to
others which clearly shows that they are happy with the respective banks and
appreciate other opting for the services of the co-operative bank.
23
80% of the 80 respondents opted the particular co-operative banks services as
referred by the trustworthy sources. Only 12.5% opted for the co-operative bank
services via advertising and remaining others through relatives .
24
57.5% of the 80 respondents rated the bank as 8 which clearly shows that they
are happy with services provided by bank. On an average nearly 8.05 rating was
received overall.
25
Surprisingly 41.3% of the surveyed customers declared that they go for
Nationalized or Private Bank.
26
Out of the 80 respondents who participated in the Survey SEC E2 prefer DNS
Bank which is nearly 42.9% and whereas SEC A1 prefer GP Parsi Bank.
27
We can observe from the Table and Graph that SEC E2 who are unskilled
labour and farmers accommodate to 38.1% female and 61.9% male out of the
80 respondents.
28
As per the Statistics most of the customers who have the bank accounts fall in
the range of 26-35 years which is nearly 47.5%.
29
We can observer form the survey that 22.9% of the Male are associated with GP
Parsi Bank. However, Women nearly 60% has an account with DNS Bank.
30
This Frequency Table shows that 26-35 years aged customers are more
compared to any other based on the surveyed data.
This Frequency table shows us that 57.5% customers have rated 8.0 for Co-
operative Banks based on their experience.
Respondents told us that at times waiting time is very high in co-operative banks
especially during last week and first week of month. Even during festival times.
No proper Queue maintenance as it is highly unorganized and no token system.
They faced issues during Cheque clearance as manager is not available and need
to wait for lot of time and no clue about the Manager.
Customers did not appreciated that staff behaviour as they were rude at times and
not supporting. Proper information was not provided during emergency.
31
Customers love to be associated to be Co-operative banks as it is boon for
farmers and people who run small business near and around Karjat. They are
very much attracted by the fact that these banks offers low interest on loans and
reasonable interest rate on savings. Respondents told that they like the friendly
nature of the bank and they feel like their own bank.
The average rating was 8.075 on a scale of 1-10 where 1 being the worst and 10
being the superior.
Inference from the survey revealed that the service which are not provided by
co-operative banks are provided by Nationalized Banks. Most of the services
include like connection with IRCTC, booking movies etc. Credit card facilities
are provided by the bank which comes very handy during purchasing online
through EMI via popular e-commerce sites.
32
4.2 An Interaction with the managers:
GP PARSI BANK
Mr. Sanjay Gaikwad, the assistant manager gave his valuable insights on their
everyday working, customer relationship maintenance and what all factors play
a vital role in the working of the company. The points discussed by him were:
Loan requirements:
33
- The Non-Performing-Assets of the nationalised banks is more than the
cooperative banks but due to their vast size, the effect is easily borne
by them.
Competitive advantage:
- The rate of interest on loans and deposits are good for the customers in
comparison to the nationalised banks.
- As compared to the other cooperative banks, GP PARSI bank gives
more personal services than any other banks which acts as a
competitive advantage for the bank against the other banks in the same
segment.
- Businessmen would not maintain a savings account but would
maintain a current account for the transactions.
The customers for the bank: The prime customers are retired people, jewellers
usually use the locker facility and deposits from the middle class.
DNS Bank
The manager of the bank treated us very well and explained the working of their
respective branch. The insights provided by the manager were as follows:
The bank is providing all the facilities such as NEFT/RTGS transfers, DMAT
account facilities etc.
34
The prime customers of the bank are: Farmers, middle class, housewives and
businessman.
Mr. Jadhav, the branch manager gave us the valuable information about the
banks working which was helpful for our report:
Customer Base:
Farmers are their prime and loyal customers as the bank provides crop loans a
0% Interest. This also serves as a competitive advantage for the bank.
The other competitive advantage the bank has its smooth functioning i.e. people
prefer this bank over others as there is rush at any given day. Also, people are
familiar with the banks staff as the majority of the employees are from the same
region (Karjat). Hence, people get a sense of the personal touch in the services
provided by the bank.
As claimed by the manager of the bank, the current budget of 201 has not
affected the working of the bank to a greater extent.
Mr. Rajendera Patil, the bank manager equipped us with the useful information
about the bank. Following are the inputs provided:
Customer base:
35
The majority of the customers are the businessmen.
The minimum bank account amount to be kept is Rs.500 only unlike the other
banks claiming the amount to be Rs.1000.
The presence of a large number of ATMs and also tie-ups with the nationalised
banks for the ATM facility across nation.
Other factors:
Challenge for the bank is striving against the competition. Hence, more
marketing is done for the same.
According to our analysis, this was the busiest bank on the day we went for the
survey. Despite being busy, the manager gave us 10 minutes of his precious time
to talk about the banks working:
Over the years, the bank has done very well to maintain the trust of the people
well which was very much evident by the rush in the bank.
The bank has evolved over the years by keeping the pace with technologies. The
of late banking advancements have been adopted by the bank well
36
The only concern for the manager is the limited working space of the bank. Due
to this, the customers have to wait for longer durations. The management is
thinking to shift to a bigger premise soon.
The other prominent factors such as: good rate of interest, personal touch in the
services provided etc. is well taken care by the bank.
The overall analysis could be summed by taking the prominent factors into
consideration from the information derived from the managers:
The people of the region give prime importance to the rate of interest provided
the banks.
The mode of providing the services used by the banks drives people for or against
the bank. The level of personal touch in the services provided is a driving factor
for many customers.
Although the cooperative banks are small in size compared to their counterparts,
the nationalised banks, yet the advancements in the banking facilities are very
well adopted by the former ones.
37
5.0 Conclusion
The findings from the survey conducted and interaction with the managers
were in line with the hypothesis put up by the team. One of the main driving
force for the customers was the interest rates. The customers preferred the
banks which provided more specialised services. The above factors are also
the driving force for the customers to choose co-operative banks over the
nationalised banks. Mostly people from the agricultural background had a
bank account in the co-operative bank. Business man especially jewellers
used the current account in order to deal with the business transactions. In
context to the findings from the research conducted, the hypothesis hold true.
38
6.0 Recommendations
1. Bank should try to implement and adopt to technological changes and start
services like Internet Banking, Mobile Banking through Apps.
2. Installation of ATM machines in and around Karjat should be considered
immediately as people always regret extra charges paid for using ATM
cards in different ATM machines.
3. Intense marketing has to be done to include the villagers in financial system
and inculcate the habit of savings for their future purpose. For this they
should target housewives through launching a campaign during any
festival or cultural festival or a health campaign.
4. Target housewives through self-help groups as women are the actual
drivers of the family, and influencing them would result in converting
prospects into customers.
5. Try to focus on expansion. Set up new branches in different corners of the
state.
6. Focus on comfort of the customers, irrespective of their age, gender, sex,
status. Improve the bank atmosphere. Installation of Air conditioner, new
display screens for the Token number and announcements, focusing on the
safety and security aspects will improve customers confidence and will
help in retaining him
7. To reduce the waiting queue for most common purpose of updating of pass
book, install kiosk and even keep the traditional technique of updating over
the counter for the unfamiliar ones.
8. In order to resolve customer issues and their grievances, have a manager in
charge familiar with the local language as well as having good banking and
financial knowledge to ease their transactions.
39
REFERENCE
[1] Andrew Campbell (2007), "Bank insolvency and the problem of non-
performing loans", Journal of Banking Regulation, 25-45.
[2] Beaver, W. H. (1966), "Financial ratios as predictor of failure-empirical
research in accounting", Journal of Accounting Research, No. 4, 71-111.
[3] Bhaskaran R and Praful Josh P (2000), Non Performing Assets (NPAs) in
Co-operative Rural Financial System: A major challenge to rural development,
BIRDs Eye View Dec.2000.
[4] Chander Ramesh and Chandel Jai Kishan (2010), Financial Viability of an
Apex Cooperative Credit Institution- A Case Study of the HARCO Bank, Asia-
Pacific Business Review Vol. VI, No.2, April-June 2010, pp 61-70
[5] Chandra, Buddhadeb (2006), Performance of Burdwan Central Co-operative
Bank in the Development of the District (1988-89 to 1998-99), Finance India,
September, 2006.
[6] Dutta Uttam and Basak Amit (2008), Appraisal of financial performance of
urban cooperative banks- a case study. The Management Accountant, case
study, March 2008, 170-174.
[7] Fulbag Singh and Balwinder Singh (2006), "Funds management in the central
cooperative banks of Punjab- an analysis of financial margin", The ICFAI Journal
of Management, Vol. 5, 74-80.
[8] Geeta Sharma and Ganesh Kawadia (2006), "Efficiency of urban co-operative
banks of Maharashtra: A DEA Analysis", The ICFAI Journal of Management,
Vol. 5, Issue 4.
[9] Harish Kumar Singla (2008), "Financial performance of banks in India", The
ICFAI Journal of Management, Vol. 7, Issue 1.
[10] Jain (2001),Comparative study of performance of District Central Co-
operative Banks (DCCBs) of Western India i.e. Maharashtra, Gujarat &
Rajasthan for the year 1999-2000 from the point of view of net profit/loss,
NAFSCOB Bulletin, April-June 2001
Appendix
We the students of UNIVERSAL BUSINESS SCHOOL are doing market research project on
Customer Behavior of Co-Operative Bank. This questionnaire is framed to collect information
which will be kept confidential. Only the analysis and conclusion will be disclosed in the project
report.
Name: _________________________________________
Age: _________ Qualification: ___________________________
Designation: _________________________
Address: ____________________________________________
Telephone No: _____________________
Name of Interviewer: _________________ Date of Interview: ________________
SEC Grid
Occupation Literate School: School: SSC/ Some Graduate/ Graduate/
upto 5-9 yrs HSC college post- post graduate
4yrs but not graduate professional
graduate general
1 2 3 4 5 6 7
Unskilled workers
Skilled workers
Petty traders
B2Shop owners
Businessmen
With number of
employees.
None
1 to 9
10+
Selfemployed
professionals
Clerical/salesman
Supervisory level
Officers/Executives:
Junior
Middle/senior
1. Since, how many years you are associated with this bank?
__________________________________
4. Have you ever taken any loan? Yes, which type of loan?
a) Education b) Agriculture c) Personal d) Housing e) ______
8. If No, _______________________________________________
___________________________________________________________
Reason, ____________________________________________________
THANK YOU