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BM COLLEGE OF MANAGEMENT AND RESEARCH

INDORE

SYNOPSIS REPORT

SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF MASTER OF BUSINESS ADMINISTRATION AWARDED BY DEVI AHILYA VISHVAVIDYALAYA, INDORE

ON

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”
(With Special Reference to PNB and ICICI )
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MBA 3rd SEM

2011-2013

PROJECT GUIDE SUBMITTED BY

Dr. SHAILASH TRIPATHI VIVEK TRIVEDI

FACULTY, (BMCMR)

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
PREFACE
The synopsis report on “A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore” (With Special Reference to PNB and ICICI ) ” is an attempt to know the satisfaction level of customers from the various home loan schemes launched by a government and private sector bank to be selected by the researcher. This research is divided into eight chapters. Their brief account is as under : Chapter 1 deals with the Introduction of the topic which will include the conceptual framework related to the Home loan and its different types. Chapter 2 deals with the Introduction, Profile and the History of the PNB and ICICI bank for which the comparision has to be made.

Chapter 3 deals with the review of the literature which will be covering the previous researches done by the researchers and the data so collected will be utilized to anlysis the effectiveness of the research topic.

Chapter 4 deals with the rational of the study which will be covering the motive of the study and the reason why the research is being done.

Chapter 5 deals with the various objective of the research. Every research is done with the motive to find some knowledges.

Chapter 6 deals with the research methodology which will be used by the researcher to complete his study. It provides details related to the sample area size and the tools for data collection and tools used for data analysis.

Chapter 7 covers the expected outcome of the study and the suggetions which will be highlighted by the researcher at the end of the study.

Chapter 8 deals with the limitation of the study which will be faced by the researcher during the course of his research work effectiveness of the study.

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI ) INDEX

| CHAPTERS | CONTENTS | PAGE NO. |
| |PREFACE | |
|CHAPTER-1 |INTRODUCTION |4 |
|CHAPTER-2 |COMPANY PROFILE |5-6 |
|CHAPTER-3 |REVIEW OF THE LITERATURE |7-8 |
|CHAPTER-4 |RATIONALE OF THE STUDY |9 |
|CHAPTER-5 |OBJECTIVES OF THE STUDY |10 |
|CHAPTER-6 |PROPOSED RESEARCH |11-12 |
| |METHODOLOGY | |
|CHAPTER-7 |EXPECTED OUTCOME OF THE STUDY |13 |
|CHAPTER-8 |LIMITAIONS OF THE STUDY |14-17 |
| |REFERENCE | |
| |BIBLIOGRAPHY | |
| |WEBLIOGRAPHY | |

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI ) CHAPTER - 1
Introduction
Home loans work like any other debt. That is, loans are simply specific money that we borrow from a bank, a private lender, or some other type of lender. Afterwards, we must repay our debts with interest. However, unlike other types of loans, home loans are different in several respects. Owning a piece of land or property is a lifetime dream for every individual

• Different Need: Different Solutions

Today, the market is buoyant with Home Loan Offers made available by the financial organizations. People nowadays are opting Home Loans for their varied needs. The types of loan vary with diverse requirements of the clients. One opts for home loans for variety of purposes such as construction of home, its renovation and extension as well as buying and purchase of home or property. Varied alternatives are also available for the customers. An individual is offered all alternatives of Home Loans to choose from depending on their requirement. The Housing Finance Companies (HFCs) provides various options today to woo their customer. After accessing your requirements you can choose Home Loans according to your exact needs.

• Types of Home Loans
The Home Loans that are available in the market have different criteria to avail. They also have number of segments that are categorized according to varied demand of the market – different home loans for different requirements. The following is the list of different types of Home Loans you can avail from the market: 1. Home Purchase Loans 2. Home Construction Loans 3. Home Improvement Loans 4. Home Extension Loans 5. Home Conversion Loans 6. Land Purchase Loans 7. Stamp Duty Loans 8. Bridge Loans 9. Balance Transfer Loans 10. Refinance Loans 11. Loans to NRIs 1. Home Purchase Loans: Home Purchase Loans are the basic home loan you can opt for purchasing new home. This type of Home Loan is offered by all kinds of Banks and HFCs.

2. Home Construction Loans: Home Construction Loans are especially meant for the construction of a new home. Formality of availing this loan has a little different from the normal Housing Loan. The plot on which the construction is being erected is purchased within a period of one year, the cost of the plot is then also included as the component for the valuation of total cost of the property. But in case the date of purchase exceeds one year to the date of application the above condition is not applicable.

3. Home Extension Loans: Home Extension Loans is offered for meeting the operating cost of alteration to an existing building. Extension here means addition of an extra room etc.

4. Home Conversion Loans: Home Conversion Loans are offered to those who want finance for the purchase of another home by converting the already existing home and on which loan is already sanctioned. Through this loan, the existing loan is transferred to the new home including the extra amount required and there is no need for pre-payment of the previous loan.

5. Land Purchase Loans: Land Purchase Loans can be availed for purchasing land for both home construction as well as investment purposes.

6. Stamp Duty Loans: Stamp Duty Loans is offered for the payment of stamp duty in the transaction of the property.

7. Bridge Loans: Bridge Loans are offered for selling the existing home and purchasing of another. The bridge loan assists in the finance of new home, until a buyer is found for the old home.

8. Balance-Transfer Loans: Balance Transfer of the loan is the transfer of the balance of an existing home loan at a higher rate of interest (ROI) to either the same company or another.

9. Re-finance Loans: Refinance loans are availed when a loan from an organization at a particular ROI is dropping leading to a loss. Then the option of swap of the loan can be availed. One can avail this from either the same HFI or other at the current rates of interest.

10. NRI Home Loans: NRI Home Loans are meant for Non-Resident Indians who wish to build or buy a home or property in India.

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
CHAPTER – 2
Company Profile-

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Date of Establishment 1895

Market Cap 291456.2423019 ( Rs. in Millions )

Corporate Address 7 , Bhikaiji Cama Place, , New Delhi-110607, New Delhi www.pnbindia.com

Management Details Chairperson - K R Kamath MD - K R Kamath Directors - A Gopinathan, Anurag Jain, B B Chaudhry, D K Singla, G P Khandelwal, G R Sundaravadivel, Jasbir Singh, K C Chakrabarty, K R Kamath, L M Fonseca, M A Antulay, M N Gopinath, M P Singh, M V Tanksale, Mohan Lal Bagga, Mohinder Paul Singh, Mushtaq A Antulay, N S Viswanathan, Nagesh Pydah, Pradeep Kumar, R K Kochar, Rakesh Sethi, Ravneet Kaur, S R Khurana, Sadhu Ram Bansal, Sunil Gupta, T N Chaturvedi, T N Chatuvedi, Usha Ananthasubramanian, V K Mishra

Business Operation Bank – Public

Background Established in 1895 in Lahore, Punjab National Bank is one of the oldest banks in India having a virtual presence in every important center of the country. The bank has over 35 million customers through 4540 offices including 421 extension counters, out of which 2/3 of its branches in rural and semi rural areas-the largest among nationalized banks, which makes it enjoy one of the highest pe

Financials Total Income - Rs. 406306.348 Million ( year ending Mar 2012)

Net Profit - Rs. Million ( year ending Mar 2012

The bank has ambitious plans of major technological up-gradation to establish capability of having 100,000 terminals under the Core Banking Solutions (CBS) with a greater thrust on increasing international footprints.

Punjab National Bank has opened more than 7.86 lakh No frills Accounts and intends to cover 30,000 villages, 75 million people by 2010 through Biometric Technology apart from comprehensive scheme launched for covering finance and insurance (health and life) for rickshaw pullers, project for empowering women weavers, vegetables vendors, etc.

In July 2011, Punjab National Bank agreed to pick up a 30% stake in MetLife India which will make it the single largest shareholder in the private insurance company.

Awards:

National Award for Excellence in SSI Lending- Ranked 2nd for four consecutive years from 2002 to 2005

The Banker's Almanac - Ranked 3rd amongst banking sector in India and 323rd rank in the world in 2006

The Banker, London- Ranked 386 amongst Top 1000 Global Banks in July 2005

AC Nielson Survey - 9th amongst Top 50 Most Trusted Services Brands in India

Golden Peacock Award- for excellence in corporate governance in 2005

Subsidiaries of Punjab National Bank • PNB Gilts • PNB Housing Finance • PNB Investment Services • PNB Insurance Broking • PNB Life Insurance Co.

Joint Ventures of Punjab National Bank • Principal PNB Asset Management Company • Principal Trustee Company • Assets Care Enterprises • India Factoring & Finance Solutions

“A “A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
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ICICI bank is India’s Second largest bank with the total assets of Rs. 3,793.01 billion (US$ 75 billion) at March 31, 2009 and for the year ended March 31, 2009 profit after tax is Rs. 37.58 billion. In India, the ICICI bank has a network of 1,451 branches and total ATM’s are 4,721 and existed in 18 countries.

HISTORY

1955:

The government of India and representatives of Indian industry, the Industrial Credit and Investment Corporation of India Limited (ICICI) is incorporated at the initiative of the World Bank. In order to provide the medium and long term project financing to Indian businesses development financial institutions are created. First chairman of ICICI limited is Mr.A.Ramaswami Mudaliar.

ICICI emerges as the major source of foreign currency loans to Indian industry. In the Indian companies, ICICI is the first company for increasing the funds from international markets besides funding from the World Bank and other multi-lateral agencies.

1956:

ICICI stated that its first share is 3.5%.

BUSINESS OVERVIEW

ICICI Group offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized group companies and subsidiaries in the areas of personal banking, investment banking, life and general insurance, venture capital and asset management. With a strong customer focus, the ICICI Group Companies have maintained and enhanced their leadership positions in their respective sectors.

ICICI Bank is India's second-largest bank with total assets of Rs. 4,736.47 billion (US$ 93 billion) at March 31, 2012 and profit after tax Rs. 64.65 billion (US$ 1,271 million) for the year ended March 31, 2012. The Bank has a network of 2,791 branches and 10,021 ATMs in India, and has a presence in 19 countries, including India.

ICICI Prudential Life Insurance is a joint venture between ICICI Bank, a premier financial powerhouse, and Prudential plc, a leading international financial services group headquartered in the United Kingdom.

ICICI Lombard General Insurance Company, is a joint venture between ICICI Bank Limited, India's second largest bank with consolidated total assets of over USD 91 billion at March 31, 2012 and Fairfax Financial Holdings Limited, a Canada based USD 30 billion diversified financial services company engaged in general insurance, reinsurance, insurance claims management and investment management.

ICICI Securities Ltd is the largest integrated securities firm covering the needs of corporate and retail customers through investment banking, institutional broking, retail broking and financial product distribution businesses.

ICICI Securities Primary Dealership Limited (‘I-Sec PD’) is the largest primary dealer in Government Securities. It is an acknowledged leader in the Indian fixed income and money markets, with a strong franchise across the spectrum of interest rate products and services - institutional sales and trading, resource mobilization, portfolio management services and research
I-Sec PD’s leadership position and research expertise have been consistently recognised by domestic and international agencies. In recognition of our performance in the Fixed Income market, we have received the following awards: • “Best Domestic Bond House” in India - 2007, 2005, 2004, 2002 by Asia Money • “Best Bond House” - 2009, 2007, 2006, 2005, 2004, 2001 by Finance Asia • “Best Domestic Bond House” – 2009 by The Asset Magazine’s annual Triple A Country Awards • Ranked volume leader - by Greenwich Associates in 2010 Asian Fixed-Income Investors Study. Ranked 5th in ‘Domestic Currency Asian Credit’ with market share of 4.5%, Only Domestic entity to be ranked. • “Best Debt House in India” – 2012 by EUROMONEY

ICICI Prudential Asset Management is the third largest mutual fund with average asset under management of Rs. 688.16 billion and a market share ( mutual fund ) of 10.34% as on March 31, 2012.

ICICI Venture is one of the largest and most successful alternative asset managers in India with funds under management of over US$ 2 billion. It has been a pioneer in the Indian alternative asset industry since its establishment in 1988, having managed several funds across various asset classes over multiple economic cycles. ICICI Venture is a wholly owned subsidiary of ICICI Bank.
“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
CHAPTER - 3
Review Of Literature:
In July 2011 Sumit Agarwal, Souphala Chomsisengphet and John C. Driscoll had studied about the Loan commitments and private firms. They studied that, Most loans are in the form of credit lines. Empirical studies of line demand have been complicated by their use of data on publicly traded firms, which have a wide menu of financing options. We avoid this problem by using a unique proprietary data set from a large financial institution of loan commitments made to 712 privately-held firms. We test Martin and Santomero's (1997) model, in which lines give firms the speed and flexibility to pursue investment opportunities.

In Feb 1 2009 Vincent W. Yao and Eric Rosenblatt and Michael LaCour-Little had studied about the unique paired loan dataset containing information on multiple conventional conforming mortgage loans of households to examine home equity extraction decisions over the period 2000-2006. The main questioned dressed is how much households borrow when refinancing their current mortgage debt in a cash-out transaction. We also provide estimates of the marginal effect of certain borrower characteristics.

In 24 Oct 2008 David C. Wheelock had studied about the Government Response to Home Mortgage Distress: Lessons from the Great. They studied about The Great Depression was the worst macroeconomic collapse in U.S. history. Sharp declines in household income and real estate values resulted in soaring mortgage delinquency rates. According to one estimate, as of January1, 1934, fully one-half of U.S. home mortgages were delinquent and, on average, Some 1000 home loans were foreclosed every business day. This paper documents the increase in residential mortgage distress during the Depression, and discusses actions taken by state governments and the federal government to reduce mortgage foreclosures and restore the functioning of the mortgage market.

In 10 Dec 2007 Irina Paley and Chau Do had studied about the Explaining the Growth of Higher-Priced Loans in HMDA: A Decomposition Approach. The period 2004-2005 showed a significant increase in Home Mortgage Disclosure Act (HMDA) rate spread reporting. Following the Oaxaca (1973), Blinder (1973),and Fairie (2005) decomposition techniques, this study identifies the fraction of the increase due to the flattening of the yield curve. Even after controlling for changes in borrower risk characteristics, the findings reveal that during 2004-2006, the flattening of the yield curve explains a significant amount of the increase in rate spread reportable loans. This is the case for both prime and subprime originations.

In December 2006 Fulbag Singh and Reema Sharma had studied about the housing Finance in India. Housing, as one of the three basic needs of life, always remains on the top priority of any person, economy, government and society at large. In India, majority of the population lives in slums and shabby shelters in rural areas. From the last decade, the Government of India has been continuously trying to strengthen the housing sector by introducing various housing loan schemes for rural and urban population. The first attempt in this regard was the National Housing Policy (NHP), which was introduced in 1988.

In July 2005 Gwilym B.J. Pryce and Patric H. Hendershott had studied about The Sensitivity of Homeowner Leverage to the Deductibility of Home Mortgage Interest. Mortgage interest tax deductibility is needed to treat debt and equity financing of homes equally. Countries that limit deductibility create a debt tax penalty that presumably leads households to shift from debt toward equity financing. The greater the shift, the less is the tax revenue raised by the limitation and smaller is its negative impact on housing demand.

In Aug 2004 Mark Carey and Greg Nini had studied about the Is the Corporate Loan Market Globally Integrated? A Pricing Puzzle. We offer evidence that interest rate spreads on syndicated loans to corporate borrowers are economically significantly smaller in Europe than in the U.S., other things equal. Differences in borrower, loan and lender characteristics associated with equilibrium mechanisms suggested in the literature do not appear to explain the phenomenon. Borrowers overwhelmingly issue in their natural home market and bank portfolios display significant home "bias

In August 2001; James B. Thomson and Ben R. Craig had studied about the Federal Home Loan Bank Lending to Community Banks, are Targeted Subsidies Necessary? The Gramm-Leach-Bliley Act of 1999 amended the lending authority of the Federal Home Loan Banks to include advances secured by small enterprise loans of community financial institutions. Three possible reasons for the extension of this selective credit subsidy to community banks and thrifts are examined, including the need to: subsidize community depository institutions, stabilize the Federal Home Loan Banks, and address a market failure in rural markets for small enterprise loans. They empirically investigate whether funding constraints impact the small-business lending decision by rural community banks.

In May 1991 Stephen F. Borde had studied about the “Is the Savings and Loan Industry Facing Extinction?” This article tells about the Saving and loan crisis. Proposed solutions are discussed in the context of the industry as it currently stands. With a somewhat similar liability structure to that of banks (mainly short-term deposits), the asset structure of S&Ls is quite different. Whereas banks assets consist of short-term loans, S&L assets consist largely of long-term loans, such as home ownership mortgages. Therefore, in the absence of adequate hedging measures, S&Ls are more vulnerable to interest rate risk, which can lead to lower profits when interest rates rise.

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
CHAPTER - 4
Rationale Of The Study
Based on the literature review it was evident that in context there is huge knowledge and information about the phenomenon of identification of customer’s perception towards Home Loan schemes of various Banks in across the world.
Hence this paper is aimed at addressing this issue by making a relative study about the Various Home Loan schemes available in the market from PNB and ICICI among the number of Financial Institutions and to make a comparison of customer satisfaction level of from both the Banks. Their Interest and Perception towards the Bank He/She possess the Home Loan in present time.

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
CHAPTER – 5
Objectives Of The Study
Any activity done without an objective in a mind cannot turn fruitful. An objective provides a specific direction to an activity. Objective may range from very general to very specific, but they should be clear enough to point out with reasonable accuracy what researcher wants to achieve through the study and how it will be helpful to the decision maker in solving the problem. The main objectives behind the study are as follows: 1. To study customer satisfaction from home loan schemes launched by government and private sector bank in indore with special reference to PNB and ICICI. 2. To analyze and evaluate various factors which influence the customer Preference for home loan schemes launched by banks . 3. To Recommend to Banks and customers to improve customer satisfaction level.

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
CHAPTER – 6
Proposed Research Methodology
Design of Research:
The research will be exploratory in nature. A population of peoples who take home loan from these banks will be considered for this study. I will try to explore about the home loans which would make a difference in the behavior of the consumer. Effort will be made to throw light on most of the factors which have either indirect or direct effect on the behavior of the consumer. I will also explore the impact of home loans on the market share of the banks

Sampling plan:

• Population:
The study aimed to include the customers of ICICI Bank and PNB in Indore, to make a comparative analysis of home loan schemes of these two banks.

• Sample Size:
A Sample size of 60 respondents will be taken for the current study because it is not possible to cover the whole universe in the available time period. So it is necessary to take the sample size. In 60 respondents 30 respondents from PNB and 50 from ICICI BANK. The sample will be the peoples of age group lying between eighteen to thirty years. The sample will be taken in the form of strata based on age, sex, and income group. •Sampling technique:
The sampling technique will be probabilistic sampling more specifically the random convenient and judgemental sampling will be used. As in probabilistic sampling the select unit for observation with known probabilities so that statistically sound assumptions are supported from the sample to entire population so that we had positive probability of being selected into the sample. I will go for stratified random sampling as we are interested to study the home loan by ICICI BANK and PNB , so we will make the strata on the basis of age, occupation, income level, gender. And from each strata we will go for random sampling. •Sources of Data:
I will use primary source of data that is structured questionnaire. As these banks are established from so many years, so many researchers have done research on this topic, So I will find secondary data also and also use this data for the help of this research. So, this research data will collected from the primary source and secondary source.
Our method of collecting the data is from the questionnaire that will be filled by the respondent from the sample, it will be structured questionnaire.
•Tools and Techniques:
As no study could be successfully completed without proper tools & techniques, same with my project. For the better presentation and right explanation I will use tools of statistics and computer very frequently and I am very thankful to all those tools for helping me a lot. Basic tools which I will use for project are:- Bar Charts - Pie Charts – Tables

Bar charts and pie charts are very useful tools for every research to show the result in a clear, simple way. I will use bar charts and pie charts in my project for showing data in a systematic way. So, there is no need for observer to read all the theoretical detail, and easy to understand by seeing the charts for anybody, what is being said.

Technological Tools:

MS –WORD, MS-EXCEL.

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
CHAPTER - 7
Expected Outcome Of The Study
The complete research will help the researcher to identify the comparative study between the customer satisfaction from home loan schemes launched by government and private sector bank in indore with special reference to PNB and ICICI.
The Research will help the researcher to understand various factors which lead to improve relationship among customers and will also help companies to design strategies and effective home loan schemes that could be adopted to improve customer satisfaction and relationship between customer and bank.
The result and interpretation will give suggestions about various Home loan schemes both the service providers should adopt for increasing their level of customer satisfaction.

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
CHAPTER – 3
Limitations Of The Study Some of the limitation which may occur during survey are as flows :- 1. Though census survey is going to be conducted still the sample of 30-30 respondents is too short far data. 2. The data collected may not be sufficient for carrying out a very in-depth analysis of the subject matter 3. Data may be sometimes subjected to biased responses. Hence; accuracy of the information collected cannot be proved. 4. Limited time will be available for the study to be conducted. The research area is limited to Indore region. 5. As the source of data collection also includes primary and secondary data, the information collected may be insufficient. 6. The research is based only on the comparative study between the customer satisfaction from home loan schemes launched by government and private sector bank in indore with special reference to PNB and ICICI’s present analysis, graphical representation, chai square test. 7. Limited time

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
REFERENCE
Kohok, M. A. Everest (Advanced Financial Management)
Rao, A. P. Everest Cases & Problems On Financial Management
Pandey, I/ Bhat, R. TMH Cases In Financial Management
Inamdar, S. M. Everest Financial Management
Kishore, R. M. Taxman Allied Service Financial Management
Kuchhal, S. C. Chaitanya (Financial Management)

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
BIBLIOGRAPHY

Kohok, M. A. Everest (Advanced Financial Management)
Rao, A. P. Everest Cases & Problems On Financial Management
Pandey, I/ Bhat, R. TMH Cases In Financial Management
Inamdar, S. M. Everest Financial Management
Kishore, R. M. Taxman Allied Service Financial Management
Kuchhal, S. C. Chaitanya (Financial Management)

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
WEBLIOGRAPHY

www.icicigroupcompanies.com/

1000projects.org/

info.shine.com/

http://www.pnbindia.in/

www.wikipedia.com

www.scribd.com

www.answer.com

www.freebooks.com

“A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore”

(With Special Reference to PNB and ICICI )
QUESTIONNAIRE

(Dear Sir/Madam,

I am a management student of BM College of Management & Research. As part of course I am undertaking this project study. I would request you to kindly answer a few questions. This questionnaire gives you the opportunity to express your opinion regarding “A Comparative Study of Customer Satisfaction From Home Loan Schemes Launched By Government and Private Sector Banks In Indore” (With Special Reference to PNB and ICICI ) The results shall be submitted to the university in the report format for the usage of researchers and other concerned authorities. As is the case for entire study, no individual will be identified. Only group averages will be reported.

1. Name……………………………………

2. Address……………………………………………………………………………………………………………………………………………………………………………………

3. In which type of job you are?
|(A) Government sector |(B) Private Sector |
|(C) Business |(D) Others |

4. What is your salary structure slab (Per Month)?
|(A) Rs.30,000 |

5. How did you come to know about the specific financial institution offering home loan?
|(A) Phone |(B) Internet |
|(C) Press |(D) Television |
|(E) Brochure |(F) Friends/Relative |
|(G) Sales Person | |

6. Please give your opinion about the Factor which affects your decision for home loan from an Institution. (A) Indifferent (B) Disagree (C) Agree (D) Totally Agree

|(A) Reputation of Institution | (G) Transparency in Terms and Conditions |
|(B) Processing Fee | (H) Rate of Interest |
|(C) Prepayment Penalty | (I) Quality of Service |
|(D) Loan Sanction Time | (J) provisions of more insurance |
|(E) Flexible Repayment Schemes | (K) Tenure of the Loan |
|(F) Miscellaneous expenses | |

7. Which type of interest rate have you preferred?
|(A) Fixed |(B) Floating |
|(C) Adjustable Rates |(D) Others |

8. Which bank provide home loan at lower rate of interest?
|(A) ICICI |(B) PNB (C) Others |

9. Which bank you prefer to take personal loan?
|(A) ICICI |(B) PNB (C) Others |

10. Which bank easily provide home loan?
|(A) ICICI |(B) PNB (C) Others |

11. Which bank provide flexible repayment period?
|(A) ICICI |(B) PNB (C) Others |

12. Which bank charges lower prepayment penalty?
|(A) ICICI |(B) PNB (C) Others |

13. Which bank charges lower processing fees?
|(A) ICICI |(B) PNB (C) Others |
| | |

14. According to you which bank provide better services and good treatment in other products and services?
|(A) ICICI |(B) PNB (C) Others |

15. According to you who enjoy good reputation in home loan sector?
|(A) ICICI |(B) PNB (C) Others |

16. Which tenure is more preferred by you?
|(A) 1-5 Years |(B) 15-20 Years |
|(C) 10-15 Years |(D) 15-20 Years |

17. Are you satisfy with the bank or financial institution from where you have availed the home loan?
|(A) Yes |(B) No |

18. Your opinion about overall home loan procedure Complexity
| PNB |
|ICICI |
| |
|(A) Easy |
| |
| |
|(B) Medium |
| |
| |
|(C) Tough |
| |
| |

19. Please rate your home loan provider with respect to the following (A) Average (B) Good (C) Very Good (D) Excellent

| PNB ICICI | PNB ICICI |
|(A) Procedure | (C) Miscellaneous expenses |
|(B) Service | (D) Transparency |

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BMCMR

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...SESSION: MARCH 2011-SEPTEMBER 2011 NIPS COLLEGE OF IT AND MANAGEMENT ALL AHABAD [Synopsis and Project Guidelines] MCA-6th Semester BCA-6th Semester PGDCA-2nd Semester And MBA-4th Semester IMPORTANT DATE S ynopsis Approval Last Date Project S ubmission Date MBA S ynopsis Approval Last Date MBA Project S ubmission Date : : : : 20/05/2011 27/07/2011 30/05/2011 10/08/2011 IMPORTANT INFORMATION MCA-6th S em Project Coordinator PGDCA-2nd S em Project Coordinator BCA-6th Sem Project Coordinator MBA- 4th S em Project Coordinator : Mrs Seema S rivastava : Mr.Gangesh Kumar :Mr.Deepak Mishra Ph:9451686685 :Mr. Jitendra Kumar Keswani Ph: 8081313153 SYNOPSIS GUIDELINE SYNOPSIS AND PROJECT GUIDELINES MCA- BCA- PGDCAMCA -6 BCA-6 & PGDCA -2 Synopsis Format 1. Introduction Of Project 2. Objective Of The Project 3. Scope Of The Project 4. Project Plan 5. The Existing System 6. Background Of The Organization 7. Current Problems 8. Areas For Improvement 9. Proposed System 10. Input/Output Requirement 11. Hardware And Software Requirement 12. Database Requirement 13. System Design 14. Tables And Fields For Database 15. Database Dictionary 16. E-R Diagram 17. ‘0’ Level DFD 18. ‘1’ Level DFD 19. Security Control 20. Future Scope Of The Project 21. Conclusion NIPS COLLEGE OF IT & MANAGEMENT ALLAHABAD Ph: 0532-3291133 th th nd 1 SYNOPSIS AND PROJECT GUIDELINES 22. Reference Or Bibliography Some Suggested Project Title 1. Bank Transactions Management 2. Hotel...

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...SYNOPSIS As per my management accounting assignment requirement, I prepared my report on the topic alternative decision making. The topic of my study is PURCHASE DECISION MAKING PROCESSES AND ROLES WITHIN THE FAMILY. The objective of my study was to overview of literatures examining the importance of family’s and individual’s role in consumer and buyer behavior,I ntroduction and systematization of factors influencing family purchase decisions and models examining these processes, creating an own theoretical model to introduce purchase decision making processes and relations among them, exploring the mechanism of purchase decision making processes within the family, introducing and analyzing the communication strategies of families. For the study, different research methodoly were used to arrive at conclusion. The methodologies includes Quantitative researches * Basic quantitative research * Quantitative nationwide research Qualitative reseraches * Basic Qualitative research, Repertory Grid Technique * Qualitative analysis of different elements of the conception model * Hypotheses of qualitative and quantitative researches The result of my finding includes the following: * successful problem solving- influenced by conflict-solving strategy within the family * in the case of products connected to men or women their influence is primary determining, though influencing power of children occurs directly only in the case of products that...

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...Synopsis Emne En ny begyndelse Fagkombination Dansk ! og samfundsfag B Indledning: I denne synopsis vil vi forsøge, at komme frem til hvorfor der er dansker der søger ud i skoven 0g hvordan det bliver belyst. Vi vil tage udgangspunkt i Danmark og landets syn på, hvem der kommer til, at stå til regnskab for det og hvad det kommer til, at betyde. Vi vil i denne sammenhæng, gøre brug fagene samfundsfag ( samfundsfaglig empiri) og dansk (humanfaglig). Hvor vi vil belyse det sekundmoderne samfund og finde de appelformer der finder sted i bilagene. Problemformulering : Hvordan kan det være, at folk søger ud i skoven og hvordan bliver, det belyst? Underspørgsmål: * Redegør for det karakterisere for det senmoderne samfund? Hvad er det ved by livet Andrea vender ryggen til? * Hvilke appelformer finder sted i bilagene ? * Fordelene og ulemperne ved naturen og by livet? Metode: I dansk har vi brugt retorik og appelformerne til at undersøge, hvordan fortælleren kommer ud til læseren. I samfundsfag har vi gjort brug af forskellige modeller og begreber som fortæller om det moderne samfund, for at kunne forstå, hvordan det moderne samfund fungere. 1) Redegør for det karakterisere for det senmoderne samfund? Hvad er det ved by livet Andrea vender ryggen til? * Da man gik fra det traditionelle samfund, som Andrea er vendt tilbage til og over til det moderne samfund, var der politisk uro og revolutioner...

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...Synopsis for Part A of Assignment 2 There are a number of elements that can help in the study of HRM that have been covered in the two guest lectures. The first of these lectures was from Consult Capital on the 23rd January 2012 and the second was on 27th February 2012 and was from Caroline Willgoose. Caroline is the Personnel Manager from the John Lewis store in Cardiff. There is one difference between these two companies that stands out above any other element. This is the idea that each company conducts itself with either a ‘hard’ or ‘soft’ approach to Human Resource Management (HRM). ‘In essence, the ‘soft’, or what others have called ‘high commitment’ HRM, sees employees – both managerial and non-managerial – as part of the solution rather than the problem’, Bratton & Gold (2003 p.32). ‘Soft’ HRM is the idea that the employees are treated as the most important resource the organisation possesses and their needs are paramount. The hierarchy is far less highly stacked than that of the ‘hard’ approach. ‘The ‘hard’ version emphasized the term ‘resource’ and adopted a ‘rational’ approach to managing employees, that is, viewing employees as any other economic factor, as a cost that had to be controlled’, Bratton & Gold (2003 p.6 ). So, ‘Hard’ HRM is different in the fact that an organisation with this approach sees its employees and workforce as just another resource and offers little to them in regards to incentives and opportunities. John Lewis takes the approach...

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...2016 Spring Semester at Baruch College Wednesday, February 03, 2016 Writing Assignment No. 1 – A Synopsis of the Minsky Model of a General Financial Crisis found in the 2nd Chapter of Manias, Panics, and Crashes -- A History of Financial Crises, by Charles P. Kindleberger and Robert Z. Aliber, 6th Edition, Copyright 2011, by Palgrave MacMillan. The 2nd Chapter, pages 26 – 38, is entitled The Anatomy of a Typical Crisis. Dear Students of Economics 4201 (Course Codes 43901 & 43902, Sections PMW & QMW): Monetary Economics: Instructions: Read the second chapter in the 6th edition of the reference specified above at least twice. Chapter Two presents economist Hyman Minsky’s “economic model of a general financial crisis” (p. 26). Robert Z. Aliber, economist and co-author of the 6th edition, writes “the conclusion is unmistakable that financial failure has been more extensive and pervasive in the last thirty years” (p. 7). Four waves of financial crises have impacted the global economy over this period. Write a synopsis of no more than four (4) single-spaced, typed pages of Hyman Minsky’s economic model of a general financial crisis. A student should strive for thoroughness, preciseness (accuracy) and conciseness (brevity of written expression) in his/her exposition. A synopsis of Minsky’s model –-presented in Chapter 2-- is what is desired, not a synopsis of the entire chapter. A student shall be penalized should he/she write more than four (4) single-spaced...

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...Term-paper Synopsis Registration Number: 11114018 Names(s) of Student: Mukesh kumar Roll no. RD1105A41 Term Paper on WHY WE USE POINTERS ? ADVANTAGES AND DISADVANTAGE OF USING POINTER S AND ITS aPPLICATION | | | | | | | | | | | Estimated duration: 1 week Nature of Paper : TECHNICAL Paper Description: In this topic we discuss all about Pointer With their Uses related to program,advantage,disadvantage,and it’s application. Here we discuss some reasons why we use Pointer:- What is a pointer? Pointer is nothing , it is just a variable which hold the Address of another variable. For example, consider the variable declaration: int *ptr; ptr is the name of our variable. The '*' informs the compiler that we want a pointer variable. The int says that we intend to use our pointer variable to store the address of an integer . Such a pointer is said to "point to" an integer. Why Have Pointers? Pointers solve two common software problems. First, pointers allow different sections of code to share information...

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...Chapter 2 & 3 Synopsis Developing Marketing Strategies and Plans Effective marketing initiates with a view, well-communicated strategy. It helps in defining the vision, mission and outlines the strategies to achieve the business goals. The business run in the way the marketing strategies are developed and implemented. The comprehensive marketing strategy describes the following things about an organization’s business, * It defines the organizations business along with its products and services. * It explicate the position and role of the products and services in the market world. * It helps in identifying the customer profiles. * It will justify to develop new schemes, plans and effective measures to withstand in the competitive market world. A marketing strategy sets the direction and goals for a company’s marketing which is different from marketing plan and specifies actions to implement the strategies. Basically, a strategy could be developed for the next few years while marketing plan describes actions to reach the deadlines in the present year. It usually engages the organization management in creating few powerful thoughts to spread awareness and sell its products. The following factors will help the organization in marketing investment, measures to emphasize to increase the sales, 1. Determining business goals: - When setting goals it is important to be as targeted so that an organization can measure the results against...

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...Synopsis By Desiree Perez The leading cause of death in the United States is noninfectious disease: coronary artery disease. In coronary artery disease, the arteries that supply blood to the heart become blocked, restricting blood flow. Coronary artery disease is only one disease of cardiovascular system; hypertension, stroke, and rheumatic heart disease are three other prominent cardio vascular diseases. Atherosclerosis is an important cardiovascular disease process that is the underlying cause of coronary artery disease and stroke. In the text, exercise can reduce the diseases from developing in the body. The major risk factors for developing cardiovascular disease are family history, abnormal blood lipid levels, obesity, diabetes mellitus, and stress. According to the text, behaviors that can lower the risk are stop smoking, controlling weight, exercising, lowering the blood pressure, maintaining blood lipid levels, coping with stress and stabilizing the blood glucose level for diabetics. There are many benefits to exercising. Exercise means a planned, structured program that involves repetitive body movement. According to the PowerPoint there are many types of exercises such as, isometric, isotonic, anaerobic and aerobics. Isometric is contracting a muscle against another without using movement and also not using too much oxygen. For example getting out of bed. Isotonic means to contract one muscle against another without producing movement. For example, playing shuffleboard...

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...SYNOPSIS FOR TERM PROJECT TITLE Analyzing economic aspect of business environment with respect to the Power Sector. STATEMENT OF THE PROBLEM The main problem to study is how the power sector deals with various economic aspects of the business, as well as reviewing the key strategic business decisions undertaken so far to deal with emerging problems. AIMS OR OBJECTIVES Following are the main aims of our study- 1. To analyze the economic efficiency in face of emerging sustainable energy sources. 2. To study and understand the various economic models/ theories being used such as the supply constraints, problem of excess demand, government regulations and price subsidization etc. 3. Isolating relevant elements of problems occurring in power sector and consequently develop a managerial model wherein decision making tools (such as regression etc.) can be applied. REVIEW OF LITERATURE We did an extensive search on the main problems that we would be studying under our project, as well as the main aim of our study. Thus, the following journals and discussion papers were primarily referred to, namely * "Economic Policy and Regulatory Initiatives to Address Technical Challenges in the Indian Power Sector", Directions, 2006, Research Magazine of IIT Kanpur * "Policy Environment and Regulatory Reforms for Private and Foreign Investment in Developing Countries: A Case of the Indian Power Sector", 2007, pp 76, Discussion Paper No: 64, Asian Development Bank...

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...LUDHIANA COLLEGE OF ENGINEERING & TECHNOLOGY 6 Month SYNOPSIS s Training Submitted to: - Submitted by:- Mr. R.K. Aggarwal Nikhil Sharma Head of Deptt. Electronics & Comm. Electronics & Comm. 8TH (B) 80102108050 ACKNOWLEDGEMENT The beatitude, bliss & euphoria that accompany the successful completion of any task would be incomplete without the expression of the appreciation of simple virtues to the people who made it possible. So, reverence, veneration and honours. I acknowledge all those whose guidance and encouragement has made successful in winding up this synopsis. I owe a huge debt of thanks to a large number of people without whom none of this would have been possible. I am thankful to Dr. J.S. Sohal(Director), Dr. Pawan Kumar(Principal), Mr. R.K Aggarwal(Head of Department) for valuable suggestions and enthusiastic interest during the entire process. For my six months industrial training...

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...ASMA FATHIMA REG NO: 11SKCMA016 TITLE OF THE STUDY: “A STUDY ON PERFORMANCE MANAGEMENT SYSTEM OF LIFESTYLE INTERNATIONAL PVT LTD” 1. TITLE OF THE STUDY: “A STUDY ON THE PERFORMANCE MANAGEMENT SYSTEM OF LIFESTYLE INTERNATIONAL PVT LTD.” 1.0. INTRODUCTION TO THE STUDY: Performance Management System (PMS) includes activities which ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on the performance of an organization, a department, employee, or even the processes to build a product of service, as well as many other areas. PMS is also known as a process by which organizations align their resources, systems and employees to strategic objectives and priorities. In organizational development (OD), performance can be thought of as Actual Results vs Desired Results. Any discrepancy, where Actual is less than Desired, could constitute the performance improvement zone. Performance management and improvement can be thought of as a cycle: • Performance planning where goals and objectives are established • Performance coaching where a manager intervenes to give feedback and adjust performance • Performance appraisal where individual performance is formally documented and feedback delivered It is to understand the gap between two things: A performance problem is any gap between Desired Results and Actual Results. Performance improvement is any effort targeted at closing...

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...Information theory is a branch of applied mathematics and electrical engineering involving the quantification of information. Information theory was developed by Claude E. Shannon to find fundamental limits on signal processing operations such as compressing data and on reliably storing and communicating data. Since its inception it has broadened to find applications in many other areas, including statistical inference, natural language processing, cryptography generally, networks other than communication networks — as in neurobiology,[1] the evolution[2] and function[3] of molecular codes, model selection[4] in ecology, thermal physics,[5] quantum computing, plagiarism detection[6] and other forms of data analysis.[7] The main concepts of information theory can be grasped by considering the most widespread means of human communication: language. Two important aspects of a concise language are as follows: First, the most common words (e.g., "a", "the", "I") should be shorter than less common words (e.g., "benefit", "generation", "mediocre"), so that sentences will not be too long. Such a tradeoff in word length is analogous to data compression and is the essential aspect of source coding. Second, if part of a sentence is unheard or misheard due to noise — e.g., a passing car — the listener should still be able to glean the meaning of the underlying message. Such robustness is as essential for an electronic communication system as it is for a language; properly building such robustness...

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...Introduction My term paper is a study of memory management systems of two different operating systems. We begin with a brief introduction to memory management systems and then we compare the memory management systems of real life operating systems – Microsoft Windows and Linux. We will not be much interested in the performance characteristics of these systems in this paper; instead our focus will be on their design and architecture. Memory management system is important part of each operating system. The main function of this system is to manage the memory system of random access memory and the other storing devices which are available on the system. Main tasks that come under the memory management are allocation and deallocation of memory to the various processes running on the system. The memory management system should be optimized as its function affects the speed and the performance of the operating system. Memory management is the heart of operating systems; it is crucial for both programming and system administration. Learning objective Compare the memory management of windows with Linux. To know the similarities to know the differences in memory management and how memory management is an important part of an operating system. My term paper will further explore following topics: * Introduction * Memory management system * Large Address Space * Protection * Memory Mapping * Fair Physical Memory Allocation * Shared Virtual...

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...McDonald's has come a long way ever since its beginning in 1955. Here are a few milestones of the McDonald's journey ... 1955 Ray Kroc opens his first restaurant in Des Plaines, Illinois and the McDonald's Corporation is created. 1957 Quality, Service, Cleanliness and Value (QSC& V) becomes the company motto. 1959 The 100th McDonald's opens in Chicago. 1961 Hamburger University opens in Elk Grove, near Chicago. 1963 One billion hamburgers sold. Ronald McDonald makes his debut. 1964 Filet-O-Fish sandwich is introduced. 1965 McDonald's Corporation goes public. 1967 The first restaurants outside of the USA open in Canada and Puerto Rico. 1968 The Big Mac is introduced. The 1,000th restaurant opens in Des Plaines, Illinois. 1972 A new McDonald's restaurant opens every day. The Quarter Pounder is introduced. 1973 Egg McMuffin is introduced. 1974 The first Ronald McDonald House opens in Philadelphia. The Happy Meal is launched. 1983 Chicken McNuggets is introduced. New Hamburger University campus opens in Oak Brook, Illinois. Set in 80 wooded acres. Training is provided for every level of McDonald's management worldwide. 1984 50 billionth hamburger sold. Ronald McDonald Children's Charities is founded in Ray Kroc’s memory to raise funds in support of child welfare. 1989 McDonald's is listed on the Frankfurt, Munich, Paris and Tokyo stock exchanges. 1990 McDonald's opens in Pushkin Square and Gorky Street, Moscow. 1993 The first McDonald's at sea opens...

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...INTRODUCTION The 19th century saw a "strong awakening of interest in humane treatment of the mentally retarded" (Anastasi, 1982 p.5). However, examining some of the writings of the 20th century (Huey, 1912; Fernald 1912 in Anastasi, 1982; Foster, 1990), the attitudes of those purportedly concerned with the mentally retarded seemed anything but humanitarian. Parekh and Jackson (1997) make an important point, that a common perception exists that mentally retarded children are social outcasts, due to the stigmatizing consequences of the process of labeling. Foster (1990) also, agree that the treatment of mentally retarded people has been characterized by neglect and abuse. In support of this notion Gilbride (1993) maintain that despite advances in public policy and legislation, significant barriers towards people with mental handicaps stilI exist. Attitudes held by both the general public and the key players, especially parents in the person's life are often cited as an important component of the "handicapping" environment (Hahn, 1982; Yuker, 1988). An attitude may be defined as the individual's tendency to react positively or negatively to some person, object, situation, institution or event (Aiken, 1985; Thomas, 1982). This definition concurs with that of Graharn and LiIly (1984) who describe an attitude as an opinion about something,reflecting how favourable people are towards groups, people, ideas or issues. Kagan and Havemann(1980) also, refer to an attitude as an organized...

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