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8/20/2019 KCC Bank
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“CONSUMER’S PERCEPTIONS ON KCC BANK LTD.”
SUMMER TRAINING PROJECT REPORT
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR DEEGREE
OF
MASTER OF BUSINESS ADMINISTRATION
SESSION – 2014-16
SUPERVISED BY : SUBMITTED BY:
Mr. ANUJ NOHRIA ARUN UMAR
A!!" Pr#$ UID-14MBA1%60
CHANDIGARH UNIVERSITY, GHARUAN MOHALI
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DECLARATION
I &'r'() *',r' "&" I &' rr/'* #" S'r Tr//3 Pr#'" # "&' "#5/ '"/",'*
“Cons!"#’s P"#$"%&'on on KCC B(n)” / B#(n$* O++'$" H(!'#%#.
I $r"&'r *',r' "&" "&/! 5r#'" #r7 /! (!'* # ) #r/3/, #r7 * # 5r" #$ "&/! 5r#'"
&! ('' 5(,/!&'* #r !(/""'* "# )(#*).
ARUN KUMAR-
2
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GUIDE CERTIFICATE
T&/! /! "# 'r"/$) "&" ARUN UMAR #$ M.B.A. % r* !''!"'r ('r/3 /'r!/") UID N('r8
14MBA1%60 &! #5,'"'* &'r !'r "r//3 5r#'" *'r ) 3/*'.
P#o"$& G'/"
MR. An No*#'(-
ASTT PROF.
3
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ACKNO0LEDGEMENT
I, ARUN KUMAR 9 MBA S"*'" / CHANDIGARH UNIVERSITY9 GHARUAN /! &/3&,)
3r"'$, "# ,, "&#!' &# 3/*'* ' / #5,'"/3 "&/! 5r#'".
/r!" #$ ,, ) !/'r' 3r"/"*' 3#'! "# ) 5r#'" 3/*', As&&. P#o+. ANU1 NOHRIA &#
&',5'* * 3/*'* ' $#r "&/! #r7. H/! #'r!"/# * '#r3''" /,, ,)! ('
r''('r'*. I ) !"3'! #$ 5r#'"9 &/! 5r/*'$, ';5'r"/!' * 5r#$'!!/#, 7#,'*3'
5r#/*'* r/, * 7') /'"/# "# "&' "'&/, !#,"/#. I ,!# #,* ,/7' "# "&7! ,, "&'
!"$$ '('r! #$ "&' KCC BANK LTD $#r "&'/r ##5'r"/# * !55#r" *r/3 "&/! #r7.
/,,)9 I /!& "# "&7 ) $/,) * $r/'*! $#r "&'/r '#r3''" * !55#r". <!",) I
#,* ,/7' "# "&7 ) r'!5#*'"! $#r ';"'*/3 "&'/r #-#5'r"/# / ,(,' /5"!.
ARUN KUMAR
4
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PREFACE
T&' 5r'!'" 'r /! *#("'*,) 3''" 'r. M3''" /! /5#r"" $"/# / )
#r3/="/#. A 3''" /! #' #$ "&' #!" /5#r"" $/',*! &/& r' /*',) !'* / ''r)
!"3' #$ ,/$'. T&' '$$'"/' 3''" (' &/''* #,) () '$$'"/' 3''" "r//3
* *'',#5/3 !7/,, "# *'r!"* "&' #r3/="/#, ,'', "&/! 5r#'" #r7 /! 5r" #$ "&'
#r!' #$ MBA * ! *#' " CC C#!'r P'r'5"/#!.
T&/! 5r#'" /! 5r'5r'* # "&' (!/! #$ r''!! #$ CC C#!'r P'r'5"/#! / r7'" *
*'r!"*/3 "&' r'>/r''" #$ 5r#5'r 3/*' "# !"#'r!.
CC #$$'r! ,#! $#r &#'!-$#r ()/3 #r #!"r"/3 )#r &#'9 r'$/' C#!'r
P'r'5"/# /,'* $r# #"&'r /!"/""/#! #r '' "# ';"'* #r /5r#' )#r ';/!"/3 &#'. T&/!
5r#'" &',5! ' "# ('""'r *'r!"*/3 #$ r7'" * $//, 5r#*"! * "&'/r (''$/"!.
N# I $'',/3 "&' 3r'" 5,'!r' / *',/'r/3 "&/! 5r#'" ('!' #$ ('""'r !7/,, #$ &*,/3
"&' !/""/# * !"#'r *'r!"*/3.
5
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INDE2
3. D(&( (n(45s's (n/ 'n&"#%#"&(&'on 67
8. F'n/'n9s 73
:;. Con$4s'on An/ R"$o!!"n/(&'ons 78
::. Ann"<#"-I Q"s&'onn('#" - =>
:>. Ann"<#"-II B'?4'o9#(%*5- =7
E2ECUTIVE SUMMARY
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Co!%(n5 P#o+'4"
INTRODUCTION
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ROLE OF RBI IN INDIA
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ROLE OF REGISTRAR OF COOPERATIVE SOCIETIES
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0ORK PLACE TRANSFORMATION
FIVE “S” PART OF KAIEN
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TECHNOLOGY
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PRODUCT SCOPE
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PRODUCTS AND SERVICES AT A GLANCE
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. NRI BANKING SERVICES
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ACCOUNTS
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ACCOUNT OPENING AND OPERATION OF DEPOSIT ACCOUNTS
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T"#! D"%os'& A$$on&
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/"& "&' (7 (')#* "&' *"' #$ "r/").
//. F&'r' "&' ,/" /! r'!/*'": Br& /,, #'r" "&' "r/") 5r#''*! /"# I*/
R5''! # "&' "r/") *"'. I"'r'!" # !& R5'' #" /! 5)(,' $#r "&' !(!'>'" 5'r/#*
$#r "&' *"' #$ "r/") "/,, "&' *"' #$ 5)'" " r"' ! 55,/(,' "# *#'!"/ *'5#!/" #$
!//,r "r/")
%. F&'r' "&' #" #$ *'5#!/" /! ,/'* $"'r "r/") *"':
/. F&'r' "&' ,/" /! #-r'!/*'": A! / 2 / (#'
//. F&'r' "&' ,/" /! r'!/*'"
T&' $#r'/3 rr') *'5#!/" 5r#''*! /,, (' $/r!" #"/#,,) #'r"'* /"# R5''! * # !&
R5'' #"9 /"'r'!" /! 5)(,' $#r "&' !(!'>'" 5'r/#* $r# "&' *"' #$ "r/") "/,, "&' *"'
#$ 5)'" " r"' ! 55,/(,' "# *#'!"/ *'5#!/" #$ !//,r "r/")
4. A**/"/# #r *','"/# #$ '! #$ #/" #" &#,*'r! A" "&' r'>'!" #$ "&' #/" #"
&#,*'r! **/"/# *','"/# #$ '! /! 5'r/!!/(,' " "&' !5'/$/ r'>'!" #$ "&' *'5#!/"#r *
,, "&' *'5#!/"#r! / !' #$ #/" #"!
NOMINATION
N#/"/# $/,/") /! /,(,' $#r ,, *'5#!/" #"! #5''* () "&' /*//*,!.
N#/"/# $/,/") /! ,!# /,(,' "# !#,' 5r#5r/'"#r!&/5 #".
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N#/"/# (' *' / $#r #$ #' /*//*, N#/"/# !# *' (' ',,'* #r
&3'* () "&' #" &#,*'r! ) "/'.
N#/"/# (' *' / $#r #$ /#r ,!# $#r &/& *"' #$ (/r"& #$ "&' /#r * $,,
*'"/,! #$ "&' 3r*/ /! "# (' $r/!&'*.
B7 r'#'*! "&" ,, "&' *'5#!/"#r! /, #/"/# $/,/"). T&' #/'' / "&' ''" #$
*'"& #$ "&' *'5#!/"#r! #,* r''/' "&' (,' #"!"*/3 / "&' #" ! "r!"'' #$ ,'3,
&'/r! #,).
INSURANCE COVER FOR DEPOSITS
A,, (7 *'5#!/"! r' #'r'* *'r "&' I!r' S&'' #$ D'5#!/" * Cr'*/" Gr"''
C#r5#r"/# #$ I*/ DICGC !('" "# 'r"/ ,//"! * #*/"/#!.
GENERAL
1OINT ACCOUNTS:
D'5#!/" #"! (' #5''* () /*//*, / &/! # ' #r () #r' "& #'
/*//*, !('" "# ;/ #$ $#r 5'r!#!9 7# ! #/" #". SB #" ('
#5''* () /#r #/",) /"& "r, 3r*/ #r /"& #"&'r ! 3r*/.
O%"#(&'ons o+ 1o'n& ($$on&
T&' #/" #" #5''* () #r' "& #' /*//*, !('" "# ;/ #$ 4 5'r!#! ('
#5'r"'* () !/3,' /*//*, #r () #r' "& #' /*//*, #/",). T&' *"' $#r #5'r"/3
"&' #" (' #*/$/'* /"& "&' #!'" #$ ,, "&' #/" #" &#,*'r!. I !' #$ SB
#" #5''* () /#r #/",) /"& "&' "r, 3r*/ "&' #5'r"/# /! () "&' "r,
3r*/ #,)
T#(ns+"# o+ ($$on&s
Crr'" A#"9 SB9 T'r D'5#!/"! ) (' "r!$'rr'* $r# #' (r& "# #"&'r (r&
/"&/ "&' (7 " "&' r'>'!" #$ "&' #" &#,*'r! !('" "# 'r"/ #*/"/#!
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A//'&'on o+ n(!"s T&' B7 ) " "&' r'>'!" #$ "&' *'5#!/"#r! ,,# **/"/# #$ '!
!('" "# "&' #*/"/# "&" "&' "#", ('r #$ *'5#!/"#r! *#'! #" ';''* $#r / !' #$ (#"&
"&' SB9 CA T'r *'5#!/"!. D','"/#! / '! #$ *'5#!/"#r! /! ,!# 5'r/""'*9 !('" "# "&'
#*/"/# "&" #' #$ "&' #r/3/, *'5#!/"#r! !&#,* #"/' "# (' *'5#!/"#r
C*(n9" 'n R(&" o+ In&"#"s& T&' r"' #$ /"'r'!" # *'5#!/"! /,, (' 5r#/'",) */!5,)'*
/ "&' (r& 5r'/!'! 5r" $r# 5,/3 "&' !' # #r (7! '(!/"'. T&' &3'! /$ )
/"& r'3r* "# "&' *'5#!/" !&''! * #"&'r r',"'* !'r/'!9 !&,, ,!# (' #/"'*
5$r#" * !&,, (' 5r#/'",) */!5,)'*. T&' !' ) ,!# (' 5(,/!&'* / '!55'r.
Cs&o!"# In+o#!(&'on T&' !"#'r /$#r"/# #,,'"'* $r# "&' !"#'r! !&,, #"
(' !'* $#r r#!! !',,/3 #$ !'r/'! 5r#*"! () "&' (79 !(!/*/r/'! $$/,/"'!. I$ "&' (7
5r#5#!'! "# !' !& /$#r"/#9 /" !&,, (' /"& "&' #!'" #$ "&' #" &#,*'r!
S"$#"$5 o+ &*" $s&o!"# ($$on&s T&' B7 !&,, #" */!,#!' *'"/,! 5r"/,r! #$ "&'
!"#'r! #"! "# "&/r* 5'r!# #r 5r") /"&#" "&' ';5r'!! #r /5,/'* #!'" $r# "&'
!"#'r. H#''r9 "&'r' r' !#' ';'5"/#! /=. D/!,#!r' #$ /$#r"/# *'r
#5,!/##$ ,9 &'r' "&'r' /! *") "#r*! "&' 5(,/ "# */!,#!' * &'r' /"'r'!" #$ "&'
(7 r'>/r'! */!,#!r'.
Ino%"#(&'@" ($$on&s SB CA #"! / &/& "&'r' r' # #5'r"/#! $#r 5'r/#* #$ 2
)'r! * (#' $r# "&' *"' #$ ,!" #5'r"/#9 ';'5" () ) #$ ) &r3'! *'(/"'*9 #r /"'r'!"
*'(/"'*r'*/"'* /,, (' "r'"'* ! /#5'r"/' #". S'r/' &r3'! r' ,'/'* "# /#5'r"/'
#". D'5#!/"#r! r'/' "&' #". I !' "&' (,' /! ,'!! "& R!.20- #" /,,
(' ,#!'* /$ "&'r' /! # r'!5#!' $r# "&' *'5#!/"#r "# "&' #"/' !'" () "&' (7.
SPECIAL TYPES OF ACCOUNTS
M'no# ($$on&s
M'no# ($$on&s #"%#"s"n&"/ ?5 &*" 9(#/'(n
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A#r*/3 "# "&' I*/ #r/") " r'* /"& "&' Gr*/! Fr*! A"9109 /#r /! #'
&# &! #" #5,'"'* 1 )'r! #$ 3'9 (" / !' #$ /#r &#!' 3r*/ /! 55#/"'* () "&'
C#r"9 &' !&' r'/! /#r 5 "# "&' 3' #$ 21 )'r!. I "'r! #$ I*/ #"r" A"9 "&'
#"r"/3 5r"/'! !&#,* (' #r ''!!r/,) $#r "&' ,/*/") #$ "&' #"r"!. H''9 )
#"r" /"& "&' /! #/* (-//"/#. S/' "&' #5'/3 #$ "&' #" $#r! #"r", #(,/3"/#
('"'' (7'r !"#'r9 !/3! (7 #" / "&' /*//*, 5/") #$ "&' /#r /,,
#" (' #5''*. H#''r "&'r' r' ';'5"/#! "# "&/! r,'
A$$on&s 'n &*" n(!" o+ !'no# *'!s"4+
SB #"! ) (' #5''* #5'r"'* () "&' /#r &/!',$ $#r r'!#(,' #"!9 5r#/*'*
&' &! ""/'* "&' 3' #$ 14 )'r! * ,/"'r"'. N# &'>' (##7 /,, (' /!!'* "# &/.
A$$on&s 'n &*" n(!" o+ s&/"n&s (?o@" &*" (9" o+ :> 5"(#s
I (r&'! ';"'!/# #"'r! &/& r' !/""'* /"&/ "&' 5! #$ "&' E*"/#,
I!"/""/#!9 /#r !"*'" &# &! ""/'* "&' 3' #$ 12 )'r! * &# /! !"*)/3 / "&'
E*"/# I!"/""/#9 #5'/3 #$ SB #" /,, (' #!/*'r'*
A$$on&s o+ '44'&"#(&" %"#sons
T&' B7 ) " /"! */!r'"/#9 #5' #"! #$ /,,/"'r"' 5'r!#!9 $"'r #(!'r/3 $#r,/"/'! $#r
#5'/3 !& #"!. N# &'>' (##7 $/,/") /! 5r#/*'* $#r !& #"!.
A$$on&s o+ B4'n/ %"#sons
T&' B7 ) " /"! */!r'"/# #5' *'5#!/" #" / "&' ' #$ (,/* 5'r!# $"'r #(!'r/3
,, "&' $#r,/"/'! #$ "&' B7 $#r #5'/3 * #5'r"/# #$ !& #"!. Br& M3'r "
&/! */!r'"/# ) /!!' &'>' (##7 /"& 'r"/ r'!"r/"/#
R"%(5!"n& n/"# 1o'n& D"%os'&s
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T&' #/" #" &#,*'r 3/' ) #$ "&' $#,,#/3 *"'! $#r */!5#!, #$ (,' / "&'
#"
.E/"&'r #r !r/#r
N#.1 #r !r/#r
J#/",)
E'&*"# o# s#@'@o# :
T&' B7 /,, (' 7/3 5)'" #$ "&' "r/") 5r#''*! "# "&' !r//3 *'5#!/"#r &#
5r'!'"! "&' *'5#!/" r''/5" * $r/!&'! "&' 5r#5'r */!&r3' /"&#" r'$'r'' "# "&' #"&'r
*'5#!/"#r ! ',, ! "# "&' ,'3, &'/r! #$ "&' *''!'* *'5#!/"#r.
No.: o# s#@'@o#
I$ #.1 /! #" ,/' # "&' *"' #$ "r/") "&' (7 /,, (' 7/3 5)'" "# "&' !r/#r
/"&#" r'$'r'' "# "&' ,'3, &'/r! #$ #.1. I$ N#.1 */'! $"'r "r/")9 "&' ,/ /,, ('
!'"",'* / $#r #$ "&' !r/#r !('" "# 5r#*"/# #$ #"r/='* /*'/") $#r
/*'/$)/3 "&' (7 / !' #$ "&' ,/ $r# ,'3, &'/r! #$ "&' N#.1.
P(5(?4" o'n&45
I$ #' #r #r' #$ "&' *'5#!/"#r */'! # #r $"'r "r/")9 "&' #" /,, (' 5/* #/",) "# "&'
!r//3 *'5#!/"#r! ,#3 /"& "&' ,'3, &'/r! #$ "&' *''!'* *'5#!/"#r.
REDRESSAL OF COMPLAINTS
T# '(,' "&' !"#'r! "# #/' "&'/r 3r/''! #r #$$'r !33'!"/#! $#r /5r#''" /
!"#'r !'r/'9 I !' #$ ) #5,/"9 "&' ""'r ) (' $/r!" (r#3&" "# "&' #"/' #$
#'r'* Br& M3'r $#r /'*/"' r'*r'!!'!. I$ "&' #5,/" /! #" r'*r'!!'* "# "&'
!"/!$"/# #$ "&' !"#'r9 "&' ""'r ) (' "7' 5 /"& "&' GM . I$ "&' #5,/" !"/,,
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$'',! !"/!$/'* /"& "&' r'!5#!'! r''/'*9 &' **r'!! &/! #5,/" "# "&' H/3& 5#'r
#/""'' #!"/""'* () "&' B#r* ,,'* ! Gr/''! C',, * !'"",''" #/""'' "#
,##7 / "# ,, !& /!!'! . T&/! #/""'' ''"! #' / ''7 " #r P&r G
Br& # ''r) M#*) ('"'' 4.4 PM "# .00 PM
A$"'r ';&!"/3 "&' (#' &/'r)&',!9 /$ "&' !"#'r /! #" !"/!$/'*9 &' ) r/"' "#
C&/r #r M3/3 D/r'"#r #$ "&' B7 * '' $"'r "&/!9 /$ #" !"/!$/'* &' /! $r'' "# "7'
r'#r!' "# "&' $#,,#/3:
OUR COMMITMENT TO YOU
0" %#o!'s" &o
A$& +('#45 (n/ #"(son(?45 'n (44 o# /"(4'n9s '&* 5o ?5
M''"/3 "&' #/"'"! * !"*r*! ,/* *# () "&' B#r*RCS #$$/'RBI.
M7/3 !r' #r !'r/'! ''" r','" ,! * r'3,"/#!
A*&'r/3 "# '"&/, 5r//5,'! #$ /"'3r/") * "r!5r')
D"(4 '&* s%""/ (n/ $on$"#n 'n #"s%"$& o+ "##o#s!'s&()"s ?5
C#rr'"/3 /!"7'! >/7,)
H*,/3 )#r #5,/"! >/7,) R''r!/3 ) (7 &r3'! "&" ' 55,) () /!"7'#'r!/3&"
B"+o#" 5o ?"$o!" ( /"%os'&o#, " '44
3/' )# ,'r /$#r"/# ';5,//3 "&' 7') $'"r'! #$ "&' !'r/'! )# "',, !
#r )# r' /"'r'!"'* /.
3/' )# /$#r"/# # ) ")5' #$ #" $/,/") &/& ' #$$'r * ) !/"
)#r ''*!.
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"',, )# &" /$#r"/# ' ''* $r# )# "# 5r#' )#r /*'"/") * **r'!!
* "# #5,) /"& ,'3, * r'3,"#r) r'>/r''"!9 * #' )# &' &#!'
#" #r !'r/'9 ' /,, "',, )# &# /" #r7!.
0*"n 5o o%"n ( s'n94" ($$on& o# ( o'n& ($$on&, " '44 9'@" 5o 'n+o#!(&'on on 5o#
#'9*&s (n/ #"s%ons'?'4'&'"s. 0" #"$o!!"n/ &*(& 5o (@('4 no!'n(&'on +($'4'&5 o++"#"/ on (44
/"%os'& ($$on&s, (#&'$4"s 'n (n/ s(+" /"%os'& @(4&s.
0" '44 9'/" 5o *o " '44 /"(4 '&* /"%os'&s (n/ o&*"# (ss"&s *"4/ '&* s 'n &*" n(!"
o+ ( /"$"(s"/ %"#son 'n &*" (?s"n$" o+ no!'n(&'on.
Yo $(n +'n/ o& (?o& o# 'n&"#"s& #(&"s ?5:
<##7/3 " "&' #"/'! / #r (r&'!
O'r "','5&#' $r# #r (r&'!
<##7/3 # #r '(!/"'@ #r
F&' )# ('#' D'5#!/"#r9 ' /,, 3/' )# /$#r"/# # "&' /"'r'!" r"'! &/& 55,) "#
)#r #"!. A" "&' "/' #$ #5'/3 #$ "&' #"9 ' /,, /$#r )# #$ "&' r"' " &/&
/"'r'!" /! 5/* # )#r !/3! *'5#!/"! 5r'!'",)9 /" /! r'3,"'* () R'!'r' B7 #$ I*/ .
U5# )#r ('#/3 *'5#!/"#r9 ' /,, 3/' )# 5$r#" *'"/,! #$ ) &r3'! 55,/(,' "#
"&' !'r/'! &#!' () )#.
T# &',5 )# 3' )#r #" * &'7 '"r/'! # /"9 ' /,, 3/' )# #" !""''"! "
r'3,r /"'r,! ';'5" / !'! &'r' P!! B##7! &' ('' 5r#/*'*.
F' /,, #r,,) 5r#/*' )# /"& !""''" 5'r/#*/,,) ! 5'r #r 5#,/). Y# !7 ! "#
5r#/*' )# /"& #" !""''"! #r' #$"' "& /! #r,,) /,(,' # )#r ")5' #$
#"9 (" "&'r' ) (' &r3' $#r "&/! !'r/'.
F' /,, 5) /"'r'!" # $*! /#,'* /$ #,,'"/# /! *',)'* (')#* "&' #r, 5'r/#* !
!"/5,"'* () RBI.
F' /,, " 5# *"'! 3/' () )# $#r */r'" *'(/"! !) ECS * #"&'r !"*/3
/!"r"/#!. I$9 /"&/ r'!#(,' 5'r/#* $"'r "&' '"r) &! ('' *' # )#r !""''" "&'r'
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/! */!5"' (#" &'>' 5/* $r# )#r #"9 ' /,, 3/' )# "&' &'>' #r #5) !
'/*''. I "&' ''" )#r &'>' (##79 5!!(##7 &! ('' ,#!" #r !"#,'9 #r "&" !#'#' ',!'
7#! )#r !'r/") /$#r"/#9 ' /,,9 # )#r #"/$)/3 !9 "7' /'*/"' !"'5! "# "r) "#
5r''" "&'!' $r# ('/3 /!!'*. F' /,, "r'" ,, )#r 5'r!#, /$#r"/# ! 5r/"' *
#$/*'"/, '' &' )# r' # ,#3'r !"#'r.
F' /,, #" r'', "r!"/# *'"/,! #$ )#r #"! "# "&/r* 5r")9 /,*/3 '"/"/'! / #r
3r#59 #"&'r "& / "&' $#,,#/3 $#r ';'5"/#, !'! &' ' r' ,,#'* "# *#.
I$ ' &' "# 3/' "&' /$#r"/# () ,.
I$ "&'r' /! *") "# "&' 5(,/ "# r'', "&' /$#r"/#
I$ #r /"'r'!"! r'>/r' ! "# 3/' "&' /$#r"/# $#r ';5,'9 "# 5r''" $r*
(" ' /,, #" !' "&/! ! r'!# $#r 3//3 /$#r"/# (#" )# #r )#r
#"! /,*/3 )#r ' * **r'!! "# )#' ',!'9 /,*/3 #"&'r
#5/'! / #r 3r#59 $#r r7'"/3 5r5#!'
DEPOSITORS RIGHTS
D"%os'&o#s (#" "n&'&4"/ &o &*" +o44o'n9 #'9*&s
:. RIGHT TO INFORMATION
A *'5#!/"#r /,, &' r/3&" "# /$#r"/# (#" &r3'!9 >,/") * !"*r* #$ "&' !'r/'!
#$$'r'* () "&' B7 "# '(,' &/ &'r "# "7' /*'5'*'" *'/!/#.
>. RIGHT TO CHOOSE
A *'5#!/"#r /,, &' "&' (!#,"' $r''*# "# &##!' #3 "&' r/#! !'r/'! #$$'r'* () "&'
B7 "# !/" &/! &'r r'>/r''"!.
%. RIGHT TO AVAILUTILISE THE PRODUCTS AND SERVICES
A *'5#!/"#r /,, &' "&' r/3&" "# /,"/,/=' "&' !'r/'! &#!' () &/ &'r /"&#" )
/"'r'"/# #(!",'.
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. RIGHT TO BE HEARD AND REDRESSAL OF GRIEVANCES
A *'5#!/"#r /,, &' "&' r/3&" "# (' &'r* * !''7 r'*r'!!, 3/!" *'$//'" !'r/' 5##r
>,/") #$ !'r/'!9 $/r Tr*' 5r"/'! * !r5,#! ';5,#/""/#. T&/! /,*'! &/! &'r
r/3&" "# $/r r'*r'!!, #$ ) 3'/' 3r/'' r',"/3 "# !'r/'! &/& &' !&' &! &#!' "#
"/,/='
MILESTONES IN THE HISTORY
CC B7 ('3 /"! #5'r"/#! / 160 /"& !/5,' /!!/# "# (' 0o#4/$4(ss In/'(n
B(n). T&') r',/='* "&" #,) !/3,'-/*'* $#! # 5r#*" >,/") * !'r/' ';',,''
#,* &',5 ! 3'" "&'r'. T#*)9 "&') r' 5r#* "# !) "&" "&') r' ',, # #r ) "#r*! "&"
3#,. I" /! ';"r'',) 3r"/$)/3 "&" "&'/r '$$#r"! "#r*! 5r#/*/3 !"#'r #'/'' &'
('' 55r'/"'* (#"& "/#,,) * /"'r"/#,,).
QUALITY POLICY
SECURITY T&' (7 5r#/*'! ,#3 "'r $//, !'r/") "# "&'/r 5#,/). T&' (7 *#'! "&/!
() #$$'r/3 ,/$' /!r' * 5'!/# 5r#*"!.
TRUST T&' (7 55r'/"'! "&' "r!" 5,'* () "&'/r 5#,/) &#,*'r! / "&' (7. H''9 /" /,,
/ "# 3' "&'/r /'!"'"! 'r) r'$,,) * ,/' 5 "# "&/! "r!".
INNOVATION R'#3/=/3 "&' */$$'r'" ''*! #$ #r !"#'r!9 "&' (7 #$$'r! r3' #$
/#"/' 5r#*"! "# ''" "&'!' ''*!.
S0OT ANALYSIS
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STRENGTH
1. T&' (/33'!" !"r'3"& #$ B7 /! D/r'" B7/3 &',!. A! D/r'" (7/3 &',!
!'! "/' * #') (#"& ! !"#'r *#'! #" ''* "# 3# "# (7 $#r ) 7/* #$
"r!"/# ';'5" !& /"&*r, * !& *'5#!/"! ,, #"&'r "&/3! r' *#' !/""/3
)&'r' / "&' #r,*.
2. A,, !'r/'! #r 5r#*"! #$ CC B7 r' /,(,' "&r#3& */r'" (7/3 &',!.
%. r'' ATM9 N'" B7/39 M#(/,' B7/39 P&#' B7/3 * 24 &#r! !'r/'!.
4. V'r) '!) "# '!! * !'.
. A &/3&,) 5'r!#,/='* !'r/'! 5r#/*'* () "&' (7.
0EAKNESS
1. Ur''!! (#" ,, D/r'" B7/3 C&',! *' "# ,'!! *'r"/!''".
2. O"&'r 5r/"' (7! &' !"r"'* */r'" (7/3 &',! /" ) 5" !#' #5'"/"/#
"# CC B7 / 'r $"r'.
%. R'!/!"' "# C&3'.
4. O' !&#,* &' "&' 7#,'*3' #$ "&' #5'r"/#! #$ "&' #5"'r! * #$ #r!' "&'
I"'r'".
OPPORTUNITIES
1. C'"r,/='* (7/3 7'! '!) $#r CC B7 "# 5r#/*' !'r/'! "# !"#'r!.
2. H3' r7'" #$ !&r'&#,*'r!.
THREATS
1. V,'r(,' "# r'"/' ""7 () #5'"/"#r!.
2. A""7! #$ '( &7'r!.
%. <7 #$ /$r!"r"r' / rr, r'! #,* #!"r/ /'!"'".4. H/3& #,' ,# #!" r7'" r' /"'!',) #5'"/"/'.
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R"s"(#$* M"&*/o4o95
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PROBLEM DEFINITION
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COLLECTION OF DATA
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LIMITATIONS OF THE STUDY
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OB1ECTIVES OF THE STUDY
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An(45s's An/ In&"#%#"&(&'on
QUESTION 0ITH ANALYSIS AND INTERPRETATION
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RESPONSE NO. OF RESPONDENTS AGE
A. <'!! "& 1 )'r 16
B. 1- 16 %2
C. M#r' "& )'r! 26 2
TOTAL 6; :;;
An(45s's
Customers associated with KCC Bank
Less than 1 year
15
!ore than 5 years
INTERPRETATION I "&/! &r" /" /! 'r) & ,'r "&" 16 r'!5#*'"! r'
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X 26 5'#5,' #5' #" ('!' #$ >/"' /"& "&' (7 #$$/'r!
X O,) 5'#5,' #5' #" ('!' #$ #"&'r r'!#.
Q6. Do 5o (n& &o o%"n (n ($$on& '&* KCC ?(n)
C"'3#r) N#. #$ R'!5#*'"! P'r'"3'
Y'! 12 24
N# 21 42
N#" I*' 1 %4
In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"
24 r'!5#*'"! " "# #5' #" / CC (7.
42 r'!5#*'"! *#'! #" " "# #5' #" / CC (7.
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%4 r'!5#*'"! r' ,r'*) !"#'r! #$ CC (7.
Q"s7. A#" 5o s(&'s+'"/ '&* &*" 'n&"#"s& #(&" $*(#9"s ?5 5o# ?(n)
RESPONSE NO. OF RESPONDENTS AGE
A. S"r#3,) 3r'' 1 %6
B. A3r'' 1 %0
C. S"r#3,) */!3r'' 10 20
D. D/!3r'' 14
TOTAL 6; :;;
S"r#3,) 3r''@ %6@ %6
A3r''@ %0@ %0
S"r#3,) */!3r''@ 20@ 20
D/!3r''@ 14@ 14
L"@"4 o+ s(&'s+($&'on '&* 'n&"#"s& #(&" $*(#9"s ?5 ?(n)
S"r#3,) 3r'' A3r'' S"r#3,) */!3r'' D/!3r''
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INTERPRETATION I "&/! 5/' &r" /" /! 'r) & ,'r "&" %6 r'!5#*'"! r' !"r#3,)
3r''* () /"'r'!" r"' &r3'! () (79 %0 r'!5#*'"! r' 3r''* () /"'r'!" r"'
&r3'! () (79 20 r'!5#*'"! r' !"r#3,) */!3r''* () /"'r'!" r"' &r3'! () (79 14
r'!5#*'"! r' */!3r''* () /"'r'!" r"' &r3'! () (7.
Q=. 0*(& 's 5o# %"#$"%&'on (?o& /'++"#"n& %#o/$&ss"#@'$"s %#o@'/"/ ?5
KCC ?(n)
C(&"9o#5 No. o+ R"s%on/"n&s P"#$"n&(9"
<r"/' 24 4
N#" <r"/' 21 42
N# I*' 10
In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&".
• 4 r'!5#*'"! 5'r'5"/# (#" */$$'r'" 5r#*"! /! ,r"/'.
• 42 r'!5#*'"! 5'r'5"/# (#" */$$'r'" 5r#*"! /! #" ,r"/'.
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• 10 r'!5#*'"! &' # /*'.
Q3.A#" 5o ((#" &*(& &*" KCC ?(n) %#o@'/"s 5o +#"" %*on" ?(n)'n9 J
n"& ?(n)'n9 s"#@'$"s
C"'3#r) N#. #$ R'!5#*'"! P'r'"3'
Y'! %2 64
N# 1 %6
In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"
•
64 r'!5#*'"! r' r' #$ /".
• %6 r'!5#*'"! r' #" r' #$ /".
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Q8. A#" 5o ((#" o+ /'++"#"n& &"#!s (n/ $on/'&'ons *'$* (#" @"#5 !$*
"ss"n&'(4 &o !('n&('n (n ($$on& (& KCC B(n)
C"'3#r) N#. #$ R'!5#*'"! P'r'"3'
S#' F&" r' 14 2
Ar' 26 2
Ur'
10 20
some what aware aware unaware
some what aware" 14
aware" 26
unaware" 10
some what aware" 28
aware" 52
unaware" 20
Con/'&'ons (& KCC ?(n)
#o$ o% &es'ondents (ercenta)e
In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&".
• 2 r'!5#*'"! r' !#'&" r' /"& */$$'r'" "'r! * #*/"/#! &/& r' 'r)
& '!!'"/, "# /"/ #" /"& "&' (7.
• 2 r'!5#*'"! r' r' (#" "&' */$$'r'" "'r! * #*/"/#!.
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• 20 r' r' (#" "&' */$$'r'" "'r * #*/"/#!.
Q:;. Is &*" s&(++ o+ KCC ?(n) 's $oo%"#(&'@"
C(&"9o#5 No. o+ R"s%on/"n&s P"#$"n&(9"Y'! %4 6
N# 11 22
N# I*' 10
In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&".
6 r'!5#*'"! (',/'' "&" !"$$ #$ CC (7 /! #-#5'r"/'.
22 r'!5#*'"! (',/'' "&" !"$$ #$ CC (7 /! #" #-#5'r"/'.
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10 r'!5#*'"! &' # /*'.
Q::. Do 5o &*'n) &*(& KCC ?(n) %#o@'/"s 'nno@(&'@" %#o/$&s (n/ s%"#'o#
s"#@'$"s
RESPONSE NO. OF RESPONDENTS AGE
A. S"r#3,) 3r'' 1 %6
B. A3r'' 1 %0
C. S"r#3,) */!3r'' 10 20
D. D/!3r'' 14
TOTAL 6; :;;
S"r#3,) 3r''@ %6@ %6
A3r''@ %0@ %0
S"r#3,) */!3r''@ 20@ 20
D/!3r''@ 14@ 14
S"r#3,) 3r'' A3r'' S"r#3,) */!3r'' D/!3r''
In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"
4 r'!5#*'"! (',/'' "&" CC (7 5r#/*'! /#"/' 5r#*"! * !5'r/#r !'r/'!.
26 r'!5#*'"! (',/'' "&" CC (7 *#'! #" 5r#/*' /#"/' 5r#*"! * !5'r/#r
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S'r/'!.
Q:>.I+ 5o 9"& o%%o#&n'&5 'n +&#" o4/ 5o 4')" &o ?" (&&($*"/ '&* KCC
?(n)
C"'3#r) N#. #$ R'!5#*'"! P'r'"3'
D'$//"',) 20 40
Pr#((,) 1 %0
Pr#((,) #" 10 20
N#" !r' 10
*e+nite,y (ro-a-,y (ro-a-,y not #ot sure
*e+nite,y" 20(ro-a-,y" 15
(ro-a-,y not" 10#ot sure" 5
*e+nite,y" 40
(ro-a-,y" 30
(ro-a-,y not" 20
#ot sure" 10
#o$ o% &es'ondents (ercenta)e
In&"#%#"&(&'on r# (#' r'!5#!' /" (' !'' "&"
40 r'!5#*'"! #,* *'$//"',) ,/7' "# (' ""&'* /"& CC B7
%0 r'!5#*'"! #,* 5r#((,) ,/7' "# (' ""&'*
20 r'!5#*'"! #,* #" 5r#((,) ,/7' "# ""& /"& "&' (7.
10 r' #" !r'.
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FINDINGS
:. CC (7 !&#,* /5r#' "&'/r 5r##"/#, r' "&r#3& */$$'r'" '*/ ,/7' T.V9
R*/#9 Pr/" '*/ '".
>. M;/ #$ "&' !"#'r! r' */!!"/!$/'* /"& "&' ('&/#r #$ '5,#)''!. r# )
$/*/3! I $#* "&" "&/! ('&/#r #$ '5,#)''! /! *' "# "&' */,) r#"/' #r7,#* $r#
&/& "&') 3#" !"r'!!'*.
. F/"& "&' &3/3 "r'* 5'#5,' ('#/3 $//, ,/"'r"' () &/& "&' *'* $#r
(7/3 !'"#r /! /r'!/3.. I" /! $#* "&" 5'#5,' &' #r' $/"& / 5(,/ !'"#r (7 "&' 5r/"' (7.
6. P'#5,' r' #" & r' (#" "&' r/#! 5r#*"! #$ "&' (7.
7. C!"#'r! &##!' CC B7 ('!' #$ !/5,' 5r#'*r' * "&' ,# /"'r'!" r"'!.
=. M#!" #$ "&' !"#'r! 'r' !"/!$/'* /"& "&' #'r,, !'r/'! #$ "&' (7 * "#*)!
!'r/# "&') r'#'* "# &##!' CC B7.
3. B7 &! "# '5,#) #r' '5,#)''! "# 3'" r'*' "&'/r #r7,#* #3 "&'.
8. C#5) !&#,* #5' #r' (r&'! / */$$'r'" /"/'!.
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Con$4s'ons
CC B79 "&' (7/3 r #$ CC /! ';5'"'* "# 3# # !"r'. T&' (7 ,r'*) &! 3##*
('r #$ '5,#)''! # (#r* * /! r'r/"/3 5'r!#, (7'r &'/,) "# "7' "&' &'*#" "#
) #r'. I" /! # "&' (r/ #$ /r'!/3 /"! !"#'r! "&r#3& /"! ""r"/' !&''! * #$$'r.
T&' 5r#'" #55#r"/"/'! 5r#/*'* ! r7'" !'3'""/# * "# 7# "&' 5'r'5"/# #$
5r#!5'"/' !"#'r! / 5#"'"/, 3'#3r5&/, ,#"/# * #//3 "&' "# ""r" #r'
!"#'r! !# "&" ' (!/'!! #55#r"/"/'! #$ "&' (7 (' ';5,#r'*. T&r#3& "&/! 5r#'"9
/" #,* (' #,*'* "&" 5'#5,' r' #" & r' (#" "&' r/#! 5r#*"! #$ "&' (7 *
) #$ "&' #" /"'r'!"'* "# #5' #"9 "# /'!" #') " ,,. M#r/") #$ 5'#5,' &'
#r' $/"& / 5(,/ !'"#r (7! ! #5r' "# 5r/"' (7!. Pr#$'!!/#,! * (!/'!! r'
#r' ""r"'* "#r*! "&' 5r#*"! * !'r/'! 5r#/*'* () "&' CC (7 ! #5r' "#
5'#5,' / !'r/'! * !"*'"!. S'r/'! ! #!/*'r'* ! !#3&" 3##* &/& r'>/r' &r*
#r' !',,/39 (" / &3/3 "r'* / /#' * 5'#5,' ('#/3 $//,,) ,/"'r"'9 "&'
*'* $#r (7/3 !'"#r /! /r'!/3 *) () *). S#9 " ,!" "&' #,!/# /! "&" "&'r' /!
"#3& #5'"/"/# &'* $#r "&' #5) $r# /"! #r #5'"/"#r! / "&' (7/3 !'"#r. <!"
(" #" "&' ,'!" I #,* ,/7' "# "&7 CC B7 $#r 3//3 ' #55#r"/") "# #r7 / "&'
$/',* #$ Mr7'"/3 * O5'r"/#. I ' "&' #5) $/*! ) ,)!/! r','".
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R"$o!!"n/(&'ons
F'n(445 so!" #"$o!!"n/(&'ons +o# &*" $o!%(n5 (#" (s +o44os:-
• T# 7' 5'#5,' r' (#" "&' (''$/" #$ ('#/3 !"#'r #$ CC B79 $#,,#/3
"//"/'! #$ *'r"/!''" !&#,* (' *#' "&r#3&
:. Pr/" M'*/. >. H#r*/3 B'r!.
. S",,! / Tr*' r'! . D/!"r/("/# #$ ,'$,'"! #"//3 *'"/,! /$#r"/#.
O&*"# +($'4'&'"s !s& ?" %#o@'/'n9 &o &*" $s&o!"#
• T&' (7 !&#,* 5r#/*' ,/$' "/' ,/* ATM r* "# ,, /"! !"#'r!.
• M// (,' $#r !/3! #" !&#,* (' r'*'* $r# R! 000 "# R! 10009 !#
"&" 5'#5,' &# r' #" $//,,) !"r#3 '#3& /"/ "&'/r #" 5r#5'r,).
• T&' #5) !&#,* 5r#/*' 5!! (##7 "# ,, /"! !"#'r!.
• M7' 5'#5,' *'r!"* (#" "&' r/#! (''$/"! #$ /"! 5r#*"!.
• C#5) !&#,* #r3/=' "&' 5r#3r / "&' !#/'")9 !# "&" 5'#5,' /,, (' r' (#"
"&' #5) * */$$'r'" 5r#*"! #$ "&' (7.
• C#5) !&#,* #5' #r' (r&'! / */$$'r'" /"/'!.
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LIMITATIONS
E'r) #r7 &! /"! # ,//""/#. <//""/#! r' ';"'" "# &/& "&' 5r#'!! !&#,* #"
';''*. <//""/#! #$ "&/! 5r#'" r':
• T&' 5r#'" ! #!"r/'* () "/' ,//" #$ "# #"&!.
• M/*!'" #$ 5'#5,' ) r) *'5'*/3 5# "&'/r 3'9 3'*'r9 /#' '".
• G'""/3 55#/"'" $r# "&' #'r 5'r!# ! 'r) */$$/,".
• P'#5,' /* !'" (#" "&' !r') ! #(!",'! / >/r/3 #5,'"' R'!5#*'"! 'r'
'r) (!) / "&'/r !&'*,'. S# /" ! 'r) "/' #!/3 $#r /$#r"/# 5#!/"/'
/"'r"/#9 "&' "# !'r ,, "&' >'!"/#! 5r#5'r,).
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Ann"<#": Q"s&'onn('#"
:. QUESTIONNAIRE
D'r S/rM*9
N': ZZZZZZZZZZZZZZZZZZZZZZZZZZZ..
A**r'!!: ZZZZZZZZZZZZZZZZZZZZZZZZZZ..C#"" N# :[ZZZZZZ OZZZZZZ MZZZZZZZZZ
C/"): ZZZ...............P/: ZZZZZZZ.S""': ZZZZZZZZZ
I !"*'" #$ ?C&*/3r& /'r!/")9 G&r M#&,/L 5r'!'",) *#/3 5r#'" #
“Cons!"#s P"#$"%&'on on KCC B(n)”. I r'>'!" )# "# 7/*,) $/,, "&' >'!"/#/r'
(',# * I !!r' )# "&" "&' *" 3''r"'* !&,, (' 7'5" #$/*'"/,.
Y#r A3': \\\\\\\\\\\\\\\\\\\\
E*"/# W,/$/"/#.
• U*'r3r*"' ]
• Gr*"' ]
• P#!"3r*"' ]
Mr/", S""! .
• Mrr/'* ]
• S/3,' ]
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Q"s :. 0*(& 's 5o# o$$%(&'on
• B!/'!! ]
• G#" !'"#r ]
• P". !'"#r ]
• S"*'" ]
Q"s >. In *'$* ?(n) 5o (#" *(@'n9 5o# ($$on&
• CC]
• O"&'r!]
Q"s . F#o! *o !(n5 5"(#s 5o (#" (sso$'(&"/ '&* &*'s B(n)
• <'!! "& 1 )'r ]
• 1- ]
• M#r' "& )'r! ]
Q"s . 0*5 /o 5o (n& &o o%"n (n ($$on& 'n ?(n)
X E$$//'" S'r/' ]
X C#'/'" ,#"/# ]
X A>/"' ]
X O"&'r! ]
Q"s 6. Do 5o (n& &o o%"n ($$on& 'n ?(n)
•
Y'! ]• N# ]
• N#" I*' ]
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Q"s 7. A#" 5o s(&'s+'"/ '&* &*" 'n&"#"s& #(&" $*(#9"s ?5 5o# ?(n)
• S"r#3,) A3r'' ]
• A3r'' ]
• S"r#3,) D/!3r'' ]
• D/!3r'' ]
Q"s =. 0*(& 's 5o# %"#$"%&'on (?o& /'++"#"n& %#o/$&s (n/ s"#@'$"s o++"#"/
?5 KCC B(n)
• <r"/' ]
• N#" ,r"/' ]
• N# /*' ]
Q"s 3. A#" 5o ((#" &*(& KCC ?(n) %#o@'/"s 5o +#"" %*on" ?(n)'n9 (n/
n"& ?(n)'n9 s"#@'$"s
• Y'! ]
• N# ]
Q"s 8. A#" 5o ((#" o+ /'++"#"n& &"#!s (n/ $on/'&'ons *'$* (#" @"#5 !$*
"ss"n&'(4 &o !('n&('n (n ($$on& (& KCC B(n)
• S#'&" r' ]
• Ar' ]
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• Ur' ]
Q"s :;. Is &*" s&(++ o+ KCC ?(n) 's $oo%"#(&'@"
• Y'! ]
• N# ]
Q"s ::. Do 5o &*'n) &*(& KCC ?(n) %#o@'/"s 'nno@(&'@" %#o/$&s (n/
s%"#'o# s"#@'$"s
• S"r#3,) A3r'' ]
• A3r'' ]
• D/!3r'' ]
• S"r#3,) D/!3r'' ]
Q"s :>. I+ 5o 9"& o%%o#&n'&5 'n +&#" o4/ 5o 4')" &o ?" (&&($*"/ '&*
KCC ?(n)
• D'$//"',) ]
• Pr#((,) ]
• Pr#((,) N#" ]
• N#" Sr' ]
D(&"
P4($" S'9n(&#"
T*(n) Yo
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Ann"<#"> B'4?4'o9#(%*5
BIBLIOGRAPHY
S.NO AUTHOR’S NAME NAME OF THE BOOK
1. PHI<IP OT<ER Mr7'"/3 M3''"
10"& E*/"/#9
2. V.S.RAMASFAMY Mr7'"/3 M3''"
%r* E*/"/#9
%. C.R.OTHARY R'!'r& M'"&#*#,#3)
2* E*/"/#9
4. S.P.ASANDE R'!'r& '"&#*#,#3)
%r* E*/"/#9
NE0S PAPERS: T/'! #$ I*/
//, E;5r'!!
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INTERNET
:. *&&%.)$$?.'n'n/"<.%*%
o%&'on$o!$on&"n&J@'"(#&'$4"J'/78JI&"!'/83
>. *&&%.)$$?.'n'n/"<.%*%
o%&'on$o!$on&"n&J@'"(#&'$4"J'/73JI&"!'/8=. *&&%.)$$?.'n'n/"<.%*%
o%&'on$o!$on&"n&J@'"(#&'$4"J'/3;JI&"!'/:;7