Page 1 of 9
Journal for Studies in Management and Planning
Available at
http://edupediapublications.org/journals/index.php/JSMaP/
ISSN: 2395-0463
Volume 04 Issue 01
January 2018
Available online: http://edupediapublications.org/journals/index.php/JSMaP/ P a g e | 50
Problem Faced by the Customer in Banking
Services –A Study of Rewari District
Sunita Yadav
Assistant Professor, Department of commerce, Indira Gandhi University, Meerpur, Rewari
E-mail-sybmdu5@gmail.com
Dr.Ravindra
Assistant Professor, Department of commerce, Indira Gandhi University, Meerpur, Rewari
E-mail-ravinder.mdu@gmail
Abstract
Bank and financial institutions are the backbone of modern business development of any country. 14
commercial banks nationalized in 1969, and 6 commercial bank nationalized in 1980. After that in
1990 New Bank of India merged into PNB (Punjab National Bank). They nationalized bank playing
major role in Indian economy. But the branch network of bank are not sufficient specifically in rural
area which create many problem for customers. The researcher observed this problem and took
initiative to know the problem faced by the customer in banking. For this purpose a questionnaire
was designed and distributed 150 questionnaires among the users of banking services. 110 filled in
questionnaire were received and 100 valid questionnaires were found. The data were analysis with
the help of frequency and chi- square test and it observed that almost 50 % respondents are satisfied
with the services provided by the bank and 50% are not satisfied, Further, servicemen and students
are more aware about the problems while availing banking services.
Keywords: Customer problems, Banking services, CRM, Cyber crime, Hidden cost
Introduction
Finance and banking is the life blood of trade,
commerce and industry. Now-a-days, banking
sector acts as the backbone of modern
business. Development of any country mainly
depends upon the banking system. A bank is a
financial institution which deals with deposits
and advances and other related services. It
receives money from those who want to save
in the form of deposits and it lends money to
those who need it. The banking is one of the
most essential and important parts of the
human life. In current faster lifestyle peoples
may not do proper transitions without
developing the proper bank network. The
banking System in India is dominated by
nationalized banks. The performance of the
banking sector is more closely linked to the
economy than perhaps that of any other sector.
The growth of the Indian economy is
estimated to have slowed down significantly.
The economic slowdown and global
developments have affected the banking
sectors' performance in India in FY12
resulting in moderate business growth. It has
forced banks to consolidate their operations,
re-adjust their focus and strive to strengthen
their balance sheets. After general election
Page 2 of 9
Journal for Studies in Management and Planning
Available at
http://edupediapublications.org/journals/index.php/JSMaP/
ISSN: 2395-0463
Volume 04 Issue 01
January 2018
Available online: http://edupediapublications.org/journals/index.php/JSMaP/ P a g e | 51
2014 NDA BJP lead alliance come in to power
and took to measure economic decision, one is
to demonetization the old currency note were
not legal tender money after 8th Nov. 2016 and
second is to implement GST from 1st July
2017 which increase the transparency in
Indian economy and its increase ease of doing
business. Even then the customer are facing
lack of banking facilities therefore, the
customer are facing lot of problems. Hence,
the researcher took this topic to know the
different problems faced by the customer
while availing different kind of banking
services.
Review of Literature
Rubby Shukla & Pankaj Shukla(2011) in
his study “E-Banking: Problem and
Prospects” observed that the E-Banking
offer’s a high level of convenience to the user
of this facilities, However its continue to
present challenges to the financial security and
personal privacy. Many people have had their
account detailed comprised as a result of E- Banking.
M.E.Dodderaju(2013) in his study “A Study
on customer satisfaction towards public and
private sector banking services with special
reference to anantapur district of Andra
Pradesh” observed that there is significance
difference among the respondents according to
their income level and level of satisfaction .
whereas, there is no significance difference
between occupation and satisfaction. Further
he observed that there is a lack of customer
relationship and aggressive marketing in
public sector bank as compared to private
sector bank.
Ravi.C.S & Kundan Basavaraj (2013) in his
study “Customer Preference and
satisfaction towards banking services with
special reference to SHIVAMOGGA
District in Karnataka” found that business
and vehicles loan are fast moving than other
services and overall satisfaction level is 50%
further, overall satisfaction on bank deposit
schemes resulted positively while other service
of baking still need to be given attention by
focusing on customer issues.
Dr.A.Vennila(2014) in his study “ Problem
Faced by the customers with reference to
E-Banking services in private sector Bank”
observed that the effect of liberalization,
privatization and globalization induce new
private bank like HDFC,ICICI AXIS. Etc.,
Furhter, he observed that these private bank
work hard to provide best services to
customers as per their expectation and then
create proper awareness among the customers
of services through advertisement in audio and
audio visual media.
Miss.R.Elavarasi & Dr.S.T.Suruliver(2014)
in his study “Customer Awareness and
Preference towards E-Banking Services Of
Bank-A Study Of SBI” found that the
younger generation are using electronic
banking services more than the modern
generation,risk is one of the factor customer
considered while opening an internet bank
account. They didi not feel secure in internet
banking . The respondents preferred ATM,
online banking, mobile banking and SMS
banking for their financial transactions.
Researcher’s further observed that from
customer point of view private bank provide
better services as compared to public sector
bank.But for secured transactions Public banks
preferred by the most of the respondents.
Objectives
To study the profile of the customers of
Rewari District.
Page 3 of 9
Journal for Studies in Management and Planning
Available at
http://edupediapublications.org/journals/index.php/JSMaP/
ISSN: 2395-0463
Volume 04 Issue 01
January 2018
Available online: http://edupediapublications.org/journals/index.php/JSMaP/ P a g e | 52
To study the problem faced by the customers
in availing of banking services in the elected
area.
Hypothesis
H 01 Problem faced by the customer while
availing the banking services is same with
reference to their demographic characteristic.
Research Methodology
The present study used Exploratory cum Descriptive research design. It is exploratory because it
study the customer profile. It is descriptive because, it analyzes the problem encountered by the
customer according to age, gender and occupation. Population of Rewari district constitute the
universe of the study, all account holder of Rewari district constitute survey population for the study
and individual were use as sample unit for the study.
Primary data used in the study for these purpose 100 respondents were selected through purposive
sampling method according to age, gender and occupation. The structure questionnaire which was
frame specifically for the purpose used to collect the primary data. The questionnaire divided in two
parts. Viz. Part A belongs to demographic information, Part B belongs to problems faced by the
customer while availing banking services. The statement are given below
Particulars SA A N DA SDA
1. Lack of Awareness ..... ..... ..... ..... .....
2. Lack of Availability ..... ..... ..... ..... .....
3. Lack of C- operation From Bnakers ..... ..... ..... ..... .....
4. No Proper guidance ..... ..... ..... ..... .....
5. No Trained Staff ..... ..... ..... ..... .....
6. Hidden Cost ..... ..... ..... ..... .....
7. Risk of Cyber Crime
8 .Poor governance complaints ..... ..... ..... ..... .....
9. Autocratic Behavior ..... ..... ..... ..... .....
10. Poor CRM ..... ..... ..... ..... .....
Result
Table 1
Profile of the Customer
Factor Demography No. of Respondents
Gender Male 50
Female 50
Total 100
Age Below 30 55
31-50 41
Above 50 04
Total 100
