TOPIC: - COMPARISON OF J&K BANK’S RETAIL LOANS WITH

OTHER BANKS

Banking today has transformed into a technology intensive and customer friendly
model with a focus on convenience. The sector is set to witness the emergence of
financial supermarkets in the form of universal banks providing a suite of services from
retail to corporate banking and industrial lending to investment banking. While
corporate banking is clearly the largest segment, personal financial services is the
highest growth segment.The recent favorable government policies for enhancing limits
of foreign investments to 49 per cent among other key initiatives have encouraged such
activity. Larger banks will be able to mobilize sufficient capital to finance asset
expansion and fund investments in technology.

Now- a days , the whole of the Indian banking Industry is passing through the
metamorphosis stage by converting itself from merely banking to the retail banking.
This is because of the happenings at the macro level of the Indian economy. Since the
Cash Reserve Ratio (CRR) and the Statutory Liquidity ratio (SLR) is at the decrement
level. As a result of which the banks have turned themselves into the retail banks.

Therefore, it becomes necessary to study the effects of this change at the micro level.
Since no organization works in isolation. Therefore, the banks should analyze their
performance in relation to those of the competitors.

I, in the capacity of my summer trainee have tried to analyze the scenario of retail
banking for J&K bank with its competitors. The retail Loans studied during my summer
training include:

 Personal loan

 Home loan
 Car loan
 Educational loan
These loans have been compared with those of the competitors which include:

 HDFC Bank

 State Bank of India

 Punjab National Bank
 ICICI Bank

J&K BANK PERSONAL LOAN

The personal loan scheme now renamed as “JK Bank SAHOLIAT/ SARAL Financial
Scheme” as permanent employees of central/state Govt., Public Sector undertakings,
Autonomous Bodies, self employed individual can take this loan

PURPOSE

To meet any kind of personal expenses, e.g., marriage, family functions, medical,
educational, travel expenses, etc.

Amount of loan: Rs.7 lakhs

Eligibility: employees of Govt. , Semi Govt. undertaking, autonomous bodies Public

Sector undertakings., self employed individual

Maximum ceiling: 9 months gross salary

Document required: important document to be furnished while opening a personal

loan account.

For existing bank customer:

a) Passport Size photograph ( salaried individual)

b) Latest salary slip and form 16 ( for self employed individual and
professionals)

c) IT returns for the last two financial years

d) Proof of professional qualification: copy of highest professionals degree

held

e) Proof of official address. This can include shop and establishment

certificate/lease deed/telephone bill

Margin : nil
HDFC BANK PERSONAL LOAN

HDFC Personal Loans have been designed by HDFC Bank to suit personal
requirements of individuals like marriage, holiday, education, purchase of any
expensive commodity or any such anticipated or unanticipated monetary
involvement.HDFC Bank, India, announced the arrival of the new generation,
technology driven commercial banks in India. HDFC Bank in India was set up in
August 1994 with the approval of Reserve Bank of India.
HDFC Personal Loans provide the following benefits:

 Loans up to Rupees one million for any purpose.

 Flexible Repayment Options ranging from 12 to 48 months.

 Repayment through Easy Monthly Installments (EMIs).
 Low Rate of Interest
 Hassle free loans - No guarantor/security/collateral required
 Speedy loan approval
 Service at the customer's doorstep

Further, there are additional privileges for HDFC Bank account holders like:

 Special rates of interest.

 For existing Auto Loan customers with a clear repayment of 12 months or more
from even any of the approved financiers of HDFC Bank, a hassle free personal
loan without income documentation can be obtained.
 For existing HDFC Bank Personal Loan customer with a clear repayment of 12
months or more, personal loan can be enhanced.

ELIGIBILITY

a) Salaried Individuals

b) Self employed (Professionals)

c) Self Employed (Individuals)

d) Self Employed (Pvt Cos and Partnership Firms)

Each of the above groups of professionals encounters a specific set of criteria for
sanction of loan. They are also required to present a specific set of document.

SALARIED INDIVIDUALS

Include Salaried Doctors, CAs, employees of select Public and Private limited
companies, Government Sector employees including public sector undertakings and
central,state and local bodies:
Eligibility criteria

 Minimum age of Applicant: 21 years

 Maximum age of Applicant at loan maturity: 60 years

 Minimum employment: Minimum 2 years in employment and minimum 1 year
in the current organization
 Minimum Net Monthly Income: Rs. 8,000

Documents required:

 Proof of Identity (Passport Copy/ Voters ID card/ Driving License)

 Address Proof (Ration card Tel/Elect. Bill/ Rental agr. / Passport copy/Trade
license /Est./Sales Tax certificate)
 Bank Statements (latest 3 months bank statement / 6 months bank passbook)
 Latest salary slip or current dated salary certificate with latest Form 16

Self employed (Professionals)

Include self - employed Doctors, Chartered Accountants, Engineers, MBA Consultants,

Architects, Company Secretaries.

Eligibility Criteria

 Minimum age of Applicant: 25 years

 Maximum age of Applicant at loan maturity: 65 years

 Years in business: 4 to 7 years depending on profession
 Minimum Annual Income Rs. 100000 p.a.
Documents required:

 Proof of Identity (Passport Copy/ Voters ID card/ Driving License).

 Address Proof (Ration card Tel/elect. Bill/ Rental agr. / Passport copy/Trade
license /Est./Sales Tax certificate).
 Bank Statements(latest 6 months bank statement /passbook)
 Latest ITR along with computation of income, B/S & P&L a/c for the last 2 yrs.
certified by a CA
 Qualification proof of the highest professional degree

Self Employed (Individuals) include self-employed - Sole proprietors, Partners &

Directors in the Business of Manufacturing, Trading or Services.
Eligibility Criteria

 Minimum age of Applicant: 21 years

 Maximum age of Applicant at loan maturity: 65 years

 Years in business: 5 yrs continuous business experience
 Minimum Annual Income: Rs. 1,00,000 p.a.
 Available in select cities

Documents required:

 Proof of Identity (Passport Copy/ Voters ID card/ Driving License)

 Address Proof (Ration card Tel/elect. Bill/ Rental agr. / Passport copy/Trade
license /Est./Sales Tax certificate)
 Bank Statements(latest 6 months bank statement /passbook)
 Latest ITR along with computation of income, B/S & P&L a/c for the last 2 yrs.
certified by a CA
 Proof of continuation (Trade license /Establishment /Sales Tax certificate)
 Other Mandatory Documents (Sole Prop. Decl. Or Cert. Copy of Partnership
Deed, Cert. Copy of MOA, AOA & Board resolution.)

Self Employed (Pvt. Cos. and Partnership Firms) include Private Companies and
Partnership firms in the Business of Manufacturing, Trading or Services.

Eligibility Criteria
  Years in business: Minimum of 3 years in current business and 5 years total
business experience

 Business must be profit making for the last 2 years

 Minimum Annual Income: Rs 100000 p.a.
 Available in select cities

Documents required:

 Address Proof (Ration card Tel/elect. Bill/ Rental agr. / Passport copy/Trade
license /Est./Sales Tax certificate)

 Bank Statements(latest 6 months bank statement /passbook)

 Latest ITR along with computation of income, B/S & P&L a/c for the last 2 yrs.
certified by a CA
 Proof of continuation (Trade license /Establishment /Sales Tax certificate)
 Other Mandatory Documents (Sole Prop. Decl. Or Cert. Copy of Partnership
Deed, Certified true copy of Memorandum & Articles of Association (certified
by Director) & Board resolution (Original)

HIGHLIGHTS

Salaried Self Employed

Loan Amount

Min. Rs. 25000 Min. Rs. 25000

Max. Rs. 1000000 Max. Rs. 1000000

Tenure

Min. 12 years Min. 12 years

Interest Rate

Min. 14% Min. 14%

Max. 22% Max. 24%

Processing Force

2% 2%

Time to Process Loan

3 days 3 days

ICICI BANK PERSONAL LOAN

ICICI bank offers personal loans unto an amount of Rs.15 lakhs. No security/ guarantor
is required for this loan and it can be repaid over a period of between 12 months and 60
months. They claim that 'minimum documentation' is required. You can also get an
ICICI Bank Personal Loan on the repayment track of your existing Home loan, Car loan
or Personal loan; or your Credit Card statement. If you're an ICICI bank customer, you
can get a loan without having to visit your local branch. If you've been an ICICI
customer for at least six months, you may have been 'pre-approved' for a loan,
according to ICICI.

ELIGIBILITY

Salaried

The salaried and self-employed are both, eligible for this personal loan. If you're
salaried, you need to be between 25 years and 58 years of age with a minimum net
annual income of 96,000 per annum and employed with a public limited company, a
private limited company, a multinational corporation (MNC) or with the government.
You should have been employed for atleast one year and living in your current
residence for atleast one year.

Self employed

If you're self employed, you need to be between 25 years and 65 years of age with a
minimum net profit after tax of Rs.60,000 per annum. Doctors, MBA's, Architects,
CA's, Engineers, Traders & Manufacturers are eligible. You need to have been in your
profession for atleast three years and living at your current residence for atleast one
year.

DOCUMENTATION REQUIRED

Salaried

 Latest 3 months Bank Statement (where salary/income is credited)

 3 Latest salary slips

 Proof of Continuity current job (Form 16 / Company appointment letter )
 Proof of Identity (any one)Passport / Driving Licence / Voters ID / PAN card /
Photo Credit Card / Employee ID card
 Proof of Residence (any one) Ration Card / Utility bill / LIC Policy Receipt
 Proof of Qualification Highest Degree (for Professionals / Govt employees

Self employed
  Latest 3 months Bank Statement (where salary/income is credited)

 Last 2 years ITR with computation of income / Certified Financials.

 Proof of Turnover (Latest Sales / Service tax returns).
 Proof of Continuity of current profession (IT Returns / Certificate of business
continuity issued by the bank).
 Proof of Identity (any one) Passport / Driving License / Voters ID / PAN card /
Photo Credit Card / Employee ID card.
 Proof of Residence (any one) Ration Card / Utility bill / LIC Policy Receipt.
 Proof of Office (any one) Lease deed / Utility bill / Municipal Tax receipt / title
deed.
 Proof of Qualification Highest Degree (for Professionals / Govt. employees.

HIGHLIGHTS

Salaried Self Employed

Loan Amount Min. Rs 50000 Min. Rs 50000
Max. Rs 1500000 Max. Rs 1500000
Tenure Min. 12 Yrs. Min. 12 Yrs
Interest Rate Min. 12 % Min. 14 %
Max. 22 % Max. 24 %

Time to Process Loan 3 days 2 days

Processing Fee 3% 3%

STATE BANK OF INDIA PERSONAL LOAN

SBI Personal Loans also known as State Bank of India personal finance
schemes, aim to provide the necessary financial assistance to as many people as
possible to help them realize their dreams or come out of situations of financial need.
State Bank of India being India's largest bank is a trusted name and the SBI personal
loan rate of interest are kept at the most competitive level to make a personal loan as
approachable as possible.
Purpose
The loan will be granted for any legitimate purpose whatsoever (e.g. expenses for
domestic or foreign travel, medical treatment of self or a family member, meeting any
financial liability, such as marriage of son/daughter, defraying educational expenses of
wards, meeting margins for purchase of assets etc.).

Advantage

 Low interest rates. Further, we charge interest on a daily reducing

balance!!

 Low processing charges; only 1%-2% of loan amount.

 No hidden costs or administrative charges.
 No security required which means minimal documentation something that
you had always wanted.
 No prepayment penalties. Reduce your interest burden and optimally
utilize your surplus funds by prepaying the loan (1% of the loan amount
will be charged if you repay the loan before 6 months).
 Long repayment period of up to 48 months.

Eligibility

You are eligible if you are a Resident Indian National having capability to repay a loan,
except agriculturists. (At present, only salaried individuals are covered under the
scheme).

HIGHLIGHTS

Salaried Self Employed

Loan Type Term Loan Term Loan

Loan Amount Min. Rs. 50,000 Min. Rs. 50,000

Max. Rs 15,00000 Max. 15,00000

Tenure (Max.) Min. 12 yrs. Min. 12 yrs.

Interest rate Min. 12% Min. 12%

Max. 22% Max. 24%

Time to Process Loan 3 days 2 days

Processing Fee 3% 3%

PNB PERSONAL LOAN

PNB gives personal loan to all permanent defence personnel including officials of
Military Station Headquarters, BSF, CRPF, CISF, ITBP, permanent central / state govt.
employees, etc to meet all types of personal needs. Loan can be repaid in 60 EMIs or
remaining period of services, whichever is earlier but in case of army jawans and
defence personals the tenure is of 36 EMIs or remaining period of stay at the particular
posting, which ever is lower.

Purpose
Own To meet all types of personal needs.

Eligibility

i) All permanent Defense Personnel including officials of Military Station

Headquarters, BSF, CRPF, CISF, ITBP

ii) Confirmed/ permanent employees of Central/ State Govt/ PSUs and all
reputed companies/ Institutions, who are drawing their salary through
accounts maintained with our branches.

Employees of above categories under ‘check-off facility’ OR having

minimum annual income of Rs.3.00 lac.

iii) Professionally qualified Doctors viz. MBBS, BDS & above having annual
income of Rs.3.00 lac & above.

Minimum Net Monthly Income

 Rs.8500 per month for eligible customers at Metro Centres;

 Rs.7000 per month for eligible customers at Urban Centres; and

 Rs.5000 per month for eligible customers at Semi-Urban and Rural Centres.

DOCUMENT REQUIRED

Salaried

ID Proof, Residence Proof, Income Proof, Telephone, Photograph, Bank Statement,

Signature Proof.

Self employed

ID Proof, Residence Proof, Income Proof, Telephone, Photograph, Bank Statement,

Signature Proof.
HIGHLIGHTS

Salaried Self employed

Loan Amount 3,00,000 or 30 times net monthly 3,00,000 or 30 times Salary net
monthly salary
Tenure Min. 12yrs. Min. 12 yrs.
Interest Rate Min. 14% Min. 14%
Max. 15% Max. 15%
Monthly Income Rs. 7000 Rs. 7000
Age Min. 21 yrs. Max. 58 yrs.
Min. 21 yrs. Max. 65 yrs.

EDUCATION LOAN BY J&K BANK

Scale of Finance

 Rs.7.50 Lacs for studies in India .

 Rs.15.00 Lacs for studies abroad .

Courses Financed

Graduate / P.G Courses in: Medicine, Surgery, Engineering, Hotel Management,

Design, Architecture, Bio-chemistry, Agriculture, Veterinary etc.

P.G Courses in: Business Management, Chartered or Cost Accounting , Company

Secretary ship.

Eligibility

 Should be an Indian National

 Should have secured admission to professional/technical courses through

entrance test/selection process.
 Should have secured admission to foreign universities/institutions
 Should have passed the qualifying examination for admission to the courses.
 Employed person intending to improve their educational qualification and/or
receive training in modern technology in India or abroad can also be assisted
under this scheme provided training offers prospects of better placement.

Security
  Personal guarantee of borrower/ 's

 Collateral security equal to amount of loan.

Margin

 For loans upto Rs. 4 lacs - nil

 For loans above Rs. 4 lacs Studies in India - 5% Studies abroad - 15%

Rate of Interest (subject to change)

Loan amount Interest rate

Up to Rs.25,000 9% p.a

Rs.25,000 to Rs.5,00,000 10.5% p.a

Above Rs.5,00,000 11.5%

REPAYMENT
Repayment Holiday/ Moratorium: Course period + 1 year or 6 months after getting job,
whichever is earlier. The loan to be repaid in 5 to 7 years after commencement of
repayment. If the student is not able to complete the course within the scheduled time,
extension of time for completion of course may be permitted for a maximum of two
years.

TERM LOAN FOR B.ED/ M.ED. COURSES

Purpose
To provide loan to students. Employed persons who want to pursue B.Ed /M.Ed
courses. For meeting admission /tuition /examination/ library/ lab Fee.

Eligibility

 Student should be an Indian National.

 Should be a graduate in any discipline from any recognized university.

 Should have secured admission to the recognized Institution/College imparting
the B. Ed/M. Ed Course.
  Loan application should be forwarded by the Principal of the college.

Quantum of finance : Maximum: Rs 25,000.

Margin : 10%.

Security : Third party guarantee of one person.

Processing charges : 0.05% (Minimum: Rs.25/-).

Rate of Interest : PLR with quarterly rests.

Repayment : 12 equal monthly installments.

HDFC BANK EDUCATION LOAN

HDFC bank offers education loan for studies in India or abroad to bridge the gap
between you and higher education. Bank offers hassle free loan at attractive interest
rates. Bank gives loan for other course related expenses also. Loan approval process is
speedy.

Loan Purpose for study abroad

Loans are also provided for studying abroad for job oriented courses at degree level and
advanced studies in all areas for post-graduation. For payment of fees to school/college
and for purchase of books, hostel fees, examination fees, etc.

Loan Purpose for study in India

The Educational Loan Scheme outlined below aims at providing financial support from
the bank to deserving/ meritorious students for pursuing higher education in India and
abroad. The main emphasis is that every meritorious student is provided with an
opportunity to pursue education with the financial support on affordable terms and
conditions. No deserving student is denied an opportunity to pursue higher education
for want of financial support.

HIGHLIGHTS

Study Abroad Study India

Course Graduation Post Graduation

Loan amount Min. Rs. 50,000 Min. Rs. 50,000

Max. 75,0000 Max. Rs. 75,0000

Margin 155 5%

Tenure Min. 1 yrs. Min. 1 yrs.

Interest Rate 14% 14%

Time to Process Loan 7 days 7 days

Processing Fee 2% 2%

Eligibility Criteria

Age Min. 16 yrs. Max. 30 yrs. Min. 16 yrs. Max. 30 yrs.

DOCUMENTS REQUIRED

Study Abroad

ID Proof, Age Proof, Residence Proof, Income Proof, Telephone, Photograph, Bank
Statement, Signature Proof,

Others Letter from the Head of Department (University), Visa approval papers, Travel
papers, GMAT/GRE/SAT score

Study in India
ID Proof, Age Proof, Residence Proof, Income Proof, Telephone, Photograph, Bank
Statement, Signature Proof,

Others latest mark sheet of the student, Letter of admission from the Institute, Letter
from the Institute stating cost break up of the program (term-wise, year-wise)

ICICI BANK EDUCATION LOAN

ICICI bank education loan covers the course fee, other supplementary expenses
set by the institute. Student must have the letter from the Institute which has the details
confirming his admission and course fee along the other important documents. ICICI
bank requires a confirmation letter from ICICI Prudential life stating that the students
will get absorbed under the payroll of the company

Loan Purpose

Fee payable to College / Hostel, Examination / Library / Laboratory fee, Purchase of

books / equipments / instruments, Caution Deposit / Building Fund, Travel Expenses /
Passage, Purchase of computers.

HIGHLIGHTS

Study Abroad Study India

Course Graduation Graduation

Loan Amount Min. Rs 50,000 Min. Rs 50,000

Max. Rs. 40,0000 Max. Rs. 40,0000

Interest Rate 13% 13.75%

DOCUMENTS REQUIRED

1. Loan application form duly filled.

2. Letter from Institute confirming the admission of the candidate with stipulated
fees & other charges for completing the course.

3. Letter from ICICI Prudential Life confirming that students will get absorbed
under the payroll of ICICI Prudential Life.

4. ID proof (Driving License/ Passport/ Pan Card etc).

5. Permanent address - residence proof (Ration Card/ Utility Bill).

6. Qualification proof - Mark sheets of graduation, 12th and 10th Std.

7. Signature Proof - (Driving License/ Passport/ Pan Card).

SBI EDUCATION LOAN

State Bank of India offers loan to Indian National seeking higher education in India or
aboard and have secured admission. Bank gives loan for graduation, post graduation,
professional courses, courses approved by UGC/govt./AICTE etc. which have
employment prospects. Loan covers all the expenses from fees to purchase of
computers, etc.

Purpose
For study in India: To extend financial assistance to deserving/meritorious students for
pursuing full time courses in India and abroad at select premier & reputed institutions

For Studying Abroad: To extend financial assistance to deserving/meritorious students

for pursuing full time courses in India at select premier & reputed institutions

HIGHLIGHTS

Study Abroad Study India

Loan Type Term Loan Term Loan

Course Post Graduation Graduation

Loan Amount Min. Rs. 10,000 Min. Rs. 10,000

Max. Rs. 40,0000 Max. Rs. 40,0000

Margin 15% 5%

Tenure Min. 1 yrs. Min. 1 yrs.

Interest Rate 14.75% 14.75%

Time to process Loan 7 days 7 days

DOCUMENTS REQUIRED

 Completed loan application form

 Mark sheets of your last qualifying exam

 Proof of admission
 Schedule of expenses
 2 passport size photographs
 Bank statement for the last 6 months
 Income tax assessment order of the last 2 years
 Brief statement of assets and liabilities of the co-borrower
 Proof of income (i.e., salary slips / form 16, etc)

PNB EDUCATION LOAN

PNB has designed "VIDYALAKSHYAPURTI” scheme to provide education loan to

needy students such as students of +2 stage, Graduation courses – B.A., B.Com. B.Sc
etc., Post-Graduation courses, for professional courses, etc, on comfortable and
affordable terms. Bank also provide life insurance cover to loan borrowers, it has tie up
with Kotak Mahindra Insurance.
Loan Purpose for studying in abroad Fee payable to College / Hostel, Examination /
Library / Laboratory fee, Purchase of books / equipments / instruments, Caution
Deposit / Building Fund, Travel Expenses / Passage, Purchase of computers

Loan Purpose for studying in India Fee payable to College / Hostel, Examination /
Library / Laboratory fee, Purchase of books / equipments / instruments, Caution
Deposit / Building Fund

HIGHLIGHTS

Study Abroad Study India

Course Graduation Graduation

Loan Type Term Loan Term Loan

Loan Amount Min. Rs. 50,000 Min. Rs. 50,000
Max. 40,0000 Max. 40,0000
Tenure Min. 1 yrs. Min. 1 yrs.
Interest Rate 13.5% 13.25%
Time to Process Loan 7 days 7 days
Processing Fee 1% 1%

Repayment starts 1 year after course completion / 6 months after obtaining

employment (whichever earlier).

J&K BANK HOME LOAN

Quantum of loan

 For Construction /Purchase 60 months net salary or 75.00 Lacs

whichever is lower.

 For repairs/renovation 20 months net salary, subject to a

maximum of Rs.10.00 Lacs.
  For purchase of land: 20 months net salary/income subject to
maximum of Rs.5 Lacs within J&K and Rs10.00 Lacs outside
J&K.

 Also as an incentive for small borrowers, the loans upto Rs. 1.5
Lacs granted for repairs/renovations of existing houses would
now be secured by third party guarantee of two persons or such
other security as is deemed appropriate by the Bank.

Eligibility

 Employees of Govt. , Semi-Govt. Dept., Civic Bodies, PSU's

with minimum 5 years service.

 Reputed Businessmen with minimum 5 years standing.

 Professionals & Self employed like Doctors ,Engineers , CA's ,
Advocates with minimum 5 years standing

Security

 Primary: Mortgage of the house Property to be purchased /

constructed.

 Collateral: Third party Guarantee of one person, or assignment of

LIC Policies, pledge of Govt. securities etc.
 Rate of Interest

Floating Fixed

Upto Rs. 20 lacs. Above Rs. 20 Upto Rs. 20 Above

lacs. lacs Rs. 20
lacs.
Repayment upto 5 yrs. 11.25% 13.25% 12.00% 14.25%

Above 5 yrs. Upto 10 11.25% 13.25% 12.00% 14.25%

yrs.

Above 10 yrs. upto 15 12.75% 14.25% -- --

yrs.

Security

 Mortgage of the house/property to be purchased/ constructed.

 Third party guarantee of one person or Assignment of LIC

policies, pledge of govt. securities etc.
 Negative lien on the property to be repaired/renovated without
mortgaging the same to the Bank.

Repayment

 For construction of new house 20 years including 9

months moratorium in equal monthly installments.(Applicable to
new loans and disbursements only)

 For addition / Renovation 7 years Including 2 months

moratorium in equal monthly Installments.

Margin

 15% for construction/purchase of built house flat.

 20% for renovation/purchase of land.

Processing charges
  0.25% of loan amount

HDFC BANK HOME LOAN

What is your dream to own a two-bed apartment, a dream to own sea-
facing penthouse or want to buy a land to build your dream house? You can
fulfill all your dreams by taking home loan from HDFC bank. Bank
finances up to 85% maximum of the cost of the property, gives home
improvement loan, loan for extension of existing house. Bank has flexible
repayment options so that you don’t face problem. Insurance cover plan is
given by HDFC Standard Life Insurance Company Ltd. to cover life’s
uncertainties of the borrowers.

Eligibility criteria for Resident Indians:

 Stability and continuity of occupation and savings history

 Repayment capacity takes into consideration factors such as

income, number of dependants, spouse's income, assets, liabilities
 The applicant should have a steady source of income.

Eligibility criteria for NRIs:

 Loan eligibility subject to 85% of the cost of the property.

 Repayment capacity assesses factors such as income, age,

qualifications, number of dependants, spouse's income, assets,
liabilities.
 Stability and continuity of occupation and savings history

Loan Repayment terms:

The repayment options are flexible and customized to suit the individual needs of the
customers. While repaying the loan amount customers can choose from Fixed Rate of
Interest or Floating Interest Rate.

In case of home loans to purchase (fresh/resale) or construct houses, the maximum

period of repayment is 15 years or retirement age, whichever is earlier. The maximum
period of repayment for home improvement loan is 15 years or retirement age,
whichever is earlier. For home extension maximum term is 20 years subject to your
retirement age.

There are multiple payment options like Step-Up Repayment Facility Flexible
Loan Installments Plan, Tranche Based EMI and Accelerated Repayment Scheme.

Automated Repayment of Home loan EMI. You can give standing instructions
to repay your Home Loan EMIs directly from your HDFC Bank Savings Account
which does away with the cumbersome process of procuring, signing and tracking post-
dated cheques.
While repaying the loan amount customers can choose from Fixed Rate of Interest or
Floating Interest Rate.

HIGHLIGHTS

Interest Rate 11.25%

Loan Amount Min. Rs. 1,00000

Max. Rs. 1,00000

Tenure Min. 5 yrs.

Max. 20 yrs.
Time to Process Loan 7 days
Processing Fee 1%
Age Min. 24 yrs. Max. 55 yrs.
ICICI BANK HOME LOAN

ICICI bank is No. 1 home loan provider. Bank has designed home
loan plans to suit your needs to lay foundation for your dream home. Bank
has special offers such as attractive loan interest rates, home loan amounts
to suit your needs, home loan repayment tenure is up to 25 years, bank
even sanction approval without having selected a property. Bank also gives
free personal accident insurance cover and insurance option for home loan
at very attractive premium.

Features:

 Attractive loan interest rates.

 Home loan amounts suited to your needs.

 Home Loan tenure upto 25 years.

 Simplified Documentation.

 Doorstep Delivery of home loan papers.

 Sanction approval without having selected a property.

 Free Personal Accident Insurance.

 Insurance options for your home loan at attractive premium.

Loan Amount
The home loan amount depends on your repayment capability and is
restricted to a maximum of 85% of the cost of the property or the cost of
construction as applicable

HIGHLIGHTS

Interest Rate 12.75%

Loan Amount Min. Rs. 2,00000

Max. Rs. 1,00,00000

Tenure Min. 5 yrs.

Max. 25 yrs.
Time to Process Loan 7 days
Processing Fee 0.5%

INTEREST RATES

Tenure Interest Type Interest Rate

10 - 15 Yrs. Floating 11.25 %
5 - 10 Yrs. Floating 11.25 %
1 - 5 Yrs. Floating 11.25 %
15 - 20 Yrs. Fixed 13.75 %
10 - 15 Yrs. Fixed 13.75 %
5 - 10 Yrs. Fixed 13.75 %
1 - 5 Yrs. Fixed 13.75 %
15 - 20 Yrs. Floating 11.25 %
SBI HOME LOAN

SBI has been awarded “The Most Preferred Home Loan Provider” by
AWAAZ Consumer Awards. SBI home loans give concession on interest
rates on GREEN HOMES under its environment protection program. SBI
has different options for loan borrowers such as ‘SBI – Flexi’ home loans
provides borrowers a one time irrevocable option to choose one of the three
combinations of fixed and floating interest rates and also to choose the
order in which the fixed and floating rate will be availed. The other is
‘SBI- Maxgain’ home loans - earn optimal yield on savings and minimize
interest burden on home loans, with no extra cost. ‘SBI –Realty’ Home
loans - purchase a plot of land for house construction. ‘SBI – Freedom’
Home loans – who want to invest in a property without mortgaging the
same. SBI offers ‘SBI – Optima’ additional home loans and ‘SBI –
Homeline’ special personal loans for existing home loan borrowers who
have a repayment record of 3 years, etc.

FEATURES

 Home loans for individuals to purchase (fresh / resale) or construct

houses. HDFC finances up to 85% maximum of the cost of the
property (Agreement value + Stamp duty + Registration charges).

 HDFC also provides with Home Improvement Loan for internal

and external repairs and other structural improvements like
painting, waterproofing, plumbing and electric works, tiling and
flooring, grills and aluminium windows. HDFC finances up to
85% of the cost of renovation (100% for existing customers).
  Home Extension Loan facilitates the extension of an existing
dwelling unit. All the terms are the same as applicable to Home
Loan.

 HDFC Land Purchase Loan is a convenient loan facility to

purchase land. HDFC finances up to 70% of the cost of the land.
Repayment of the loan can be done over a maximum period of 10
years.

 Choose from Fixed Rate or Floating Rate with options to structure

your loan as Partly Fixed or Partly Floating.

 Flexible repayment options to suit your individual needs.

 HDFC Standard Life Insurance Company Ltd. offers an

insurance plan, which is designed to ensure that life's
uncertainties do not affect your family's interests and your
precious home. This pure risk plan is designed in a way that the
cover decreases as you repay your home loan making it a low
cost premium insurance plan.

 Loan Amount: Customers are eligible to get upto 85% of the

amount of the property.

 Tenor: 1-20Years

HIGHLIGHTS

Interest Rate 11.25%

Loan Amount Min. Rs. 1,00000Max. Rs. 2,00,00,000
Tenure Min. Rs. 5 yrs. Max. 20 yrs.
Time to Process Loan 7 days
Processing Fee 0.5%
PNB HOME LOAN
PNB offers you home loan for your convenience and requirement so
that you can be a proud owner of your dream house. You can take for
purchase of house/flat on first power of attorney basis from the original
allottee, to do renovation / alterations in the existing house/flat, etc.
Moreover bank gives loan to cover the loan outstanding, you can also take
life insurance cover on payment of one time premium which bank can also
finance.

ELIGIBILITY

a) Individuals in permanent service or having their own business

(Resident or non-resident).

b) Age of the applicant should not be more than 60 years in case of

service class and 65 years in case of businessman or self employed.

INDIVIDUAL
For construction/purchase of house/ flat: 75% of the cost of construction of
house or purchase of house/ flat.

For carrying out repairs/ renovation/ additions/ alterations: 75% of the

estimated cost subject to maximum of Rs. 20lacs.

Loan upto Rs.20 Lacs for purchase of Land/Plot.

Loan is available maximum upto Rs.2 Lacs for furnishing.

SECURITY

Mortgage of property for which finance is being given.

In case of purchase of house/ flat from housing board/ society where

mortgage cannot be created immediately, a tripartite agreement shall be
executed amongst the housing board/ society, borrower and the Bank. In
case of purchase of house/ flat on first power of attorney, additional
security equal to 125% of the loan amount by way of mortgage of some
other property or pledge of bank's FDR/ LIC policy/ Govt. Securities,
NSCs, KVPs, IVPs, / PSU Bonds etc. has to be provided.

REPAYMENT

Loan is to be repaid in equated monthly installments within a period of 25

years or before the borrower attains the age of 65 years.

MARGIN

The borrower's contribution shall be minimum 20% of the total cost of

project, including stamp duty and registration charges.

HIGHLIGHTS

Interest Rate 9.5%

Loan Amount Min. 1, 00000

Max. Rs. 2,00,00,000

Tenure Min. 5 yrs. Max. 25 yrs.
Time to Process Loan 7 days
Processing Fee 1%
Margin (Max.) 20%
J&K BANK CAR LOAN

Eligibility

 Permanent Employees of State / Central Government, Employees of

Government / Semi-Government Undertakings & Autonomous Bodies

 Employees of Private Limited Companies, Private Organizations,

Reputed Establishments & Employees on contractual basis with
Central/State Govt, Government/ Semi-Government Undertakings &
Autonomous bodies.
 Businessmen, Professionals and self employed individuals.

Security

 Primary
Hypothecation of vehicle to be purchased & Bank’s charge to be
registered with RTO.

 Collateral

No third party guarantee required in respect of permanent employees

of State and Central Government, employees of State / Central
Government Undertakings & Autonomous bodies drawing salary
through our Bank and where letter of undertaking from employer is
available.

Margin
  10% of the Sales Invoice Value for employees of State / Central
Government, State / Central Government Undertakings,
Autonomous bodies, Platinum / Gold Current Account
holders.10% margin shall also apply to Businessmen,
Professionals & Self-Employed persons with yearly income of
Rs 2,50,000/- & above.

 20% of the sales invoice value in case of all the other cases.
 100% finance shall be available to applicants if they keep a
fixed deposit with the bank for amount equal or more than the
margin money & for duration not less than the repayment
period of the loan. This deposit shall be kept under lien to the
Bank.

Repayment

Flexible repayment options ranging from 12 to 84 months in equal

monthly installments.

Minimum Loan Amount

Rs 75,000/- (Rupees Seventy Five Thousand Only)

Maximum Loan Amount

 30 months net monthly salary of the applicant or 2.5 times net

annual income. However, in case of employees of private
organizations & employees on contract basis as mentioned
above, the maximum finance shall be limited to 18 times net
monthly salary or 1.5 times net annual income

 In case of married individuals, certified income of spouse can

also be considered provided the spouse guarantees the loan.
  The upper ceiling on the loan amount shall be Rs 25 lacs

Processing Charges

0.25% of Loan amount to be paid upfront subject to a minimum of Rs.

500/-.

HDFC BANK CAR LOAN

The Housing Development and Finance Corporation (HDFC) Bank's
Car Loan Scheme is very convenient and offers a host of advantages. These
include speedy processing, flexible repayment options, hassle-free
documentation, and attractive interest rates. HDFC car loans cover the
widest possible range of cars and multi-utility vehicles in India.

ELIGIBILITY & DOCUMENTATION

Salaried Individuals

 Minimum age of Applicant: 21 years

 Maximum age of Applicant at loan maturity: 60 years

 Minimum employment: 1 year in current employment and
minimum 2 years of employment
 Gross household income i.e. including income of the spouse: Rs
100000 net annual income
 Telephone: Necessary at residence

Documents required

 Age Proof: Any one of Passport copy, PAN Card, Voters ID

card, Photo driving licence with birth date (laminated, recent,
 legible), Photo ration card with DOB, Employer certificate/ID,
School/College Leaving certificate.

 Proof of Identity: Any one of Passport copy, PAN Card, Voters

ID card, Photo driving licence with birth date, Photo ration card
with DOB.
 Income Proof: Latest salary slip with latest form 16/latest ITR.
HDFC bank corporate salary account statement for salary
credits of above Rs 8000 for three months.
 Address Proof: Any one of Photo Ration card with DOB,
Photo Driving licence with DOB, Passport copy, Telephone bill,
Electricity bill, Credit Card statement with credit card copy,
Employer certificate/ID.
 Sign Verification Proof: Any one of Passport copy, Photo
driving licence with birth date ( laminated, recent , legible),
Credit Card statement with credit card copy, Banker's
verification, Copy of margin money paid to bank.

Self Employed

Eligibility Criteria

 Minimum age of Applicant : 21 years

 Maximum age of Applicant at loan maturity : 65 years

 Minimum employment : Atleast 3 years in business
 Minimum Annual Income : 60000
 Telephone: Necessary at residence

Documents required
  Age Proof: Any one of Passport copy, PAN Card, Voters ID
card, Photo driving license with birth date (laminated, recent ,
legible), Photo ration card with DOB, Employer certificate/ID,
School/College Leaving certificate.

 Proof of Identity: Any one of Passport copy, PAN Card, Voters

ID card, Photo driving license with birth date (laminated, recent
, legible), Photo ration card with DOB.

 Income Proof: Latest ITR / Previous ITR with Adv. Tax paid
challan / latest IT assessment order.

 Address Proof: Any one of Photo Ration card with DOB,

Photo Driving license with DOB, Passport copy, Telephone bill,
Electricity bill, Credit Card statement with credit card copy,
Employer certificate/ID.

 Sign Verification Proof: Any one of Passport copy, Photo

driving license with birth date (laminated, recent , legible),
Credit Card statement with credit card copy, Banker's
verification , Copy of margin money paid to bank.

HIGHLIGHTS
 New Car Used Car

Loan Type Term Loan Term Loan

Loan Amount Min. Rs. 50,000 Min. Rs. 50,000

Max. Rs. 9,00,000 Max. Rs. 9,00,000

Tenure Max. 12 yrs. Max. 12 yrs.

Interest rate 14% 16%

Time to Process Loan 2 days 2 days

Processing Fee 2% 2%

Margin (Max.) 20% 20%

ICICI BANK CAR LOAN

ICICI Bank is the No. 1 financier for car loans in India. It has a
network of more than 1800 channel partners in over 1000 locations. The
bank has tie-ups with all leading automobile manufacturers in India to
ensure the best deals. ICICI Bank offers flexible schemes and quick
processing.
ELIGIBILITY FOR CAR LOANS

For salaried individual

Age Criteria: The applicant should be at least 21 years old at the time of
application, and below 58 years of age at time of maturity of the loan.

Income Criteria: Gross annual salary above Rs 1 lakh p.a

Self-Employed Individual: Any Proprietor, partner, professional or
director above 21 years of age but below 65 at the time of the loan's
maturity.

Income Criteria: Gross annual salary above Rs 1 lakh p.a.

DOCUMENTATION REQUIRED

Salaried Individual

 Photograph

 Proof of bank account continuity

 One income proof for the last two years (ITR, Form 16, salary
slip

 One proof of identity (driving license / voters' identity card /

passport / PAN card / photo credit card / photo ration card)

 One proof of residence (laminated driving license / voters'

identity card / photo ration card / passport /utility bills for the
last 3 months / company ID - limited company or government /
PAN card)

Self-Employed Individual

 Photograph

 Proof of bank account continuity

 One proof of income (ITR for the last two years)

 One proof of residence (driving license / voters' identity card /

ration card / passport / utility bills for the last 3 months)
  One proof of office address (utility bill / lease deed / excise or
sales tax receipt / Shops and Establishment Act Registration)

NEW CAR LOAN

HDFC Bank gives maximum loan of 90% of the invoice value on

new cars. The minimum loan amount is Rs 50000. The loan tenure varies
from 12 to 84 months. One can pre-pay the loan any time after 6 months of
availing of the loan by paying a small prepayment fee on the outstanding
loan amount.

USED CAR LOAN

The maximum loan amount given for used cars is up to 80% of the
invoice value. One can choose from loan tenure options of 12, 24, 36, 48,
or 84 months.

HIGHLIGHTS

New Car Used Car

Loan Type Term Loan Term Loan

Tenure Max. 12 yrs. Max. 12 yrs.

Interest rate 14.25% 16%

Time to Process Loan 1 day 1 day

STATE BANK OF INDIA CAR LOAN

SBI car loan scheme has been designed to help you in purchasing your
dream car. Bank charges low interest rates, and gives you easy repayment
options. Bank maintains total transparency. Amount includes vehicle
registration charges, insurance, one-time road tax and accessories as per
conditions.

ADVANTAGE

Excellent service and lower costs. A quick survey of similar schemes

available elsewhere and you will find that SBI Car Loans for new and old
vehicles offer you :

 Lowest interest rates

 Longer repayment period of upto 84 months.

 No hidden costs or administrative charges.
 Finance for one-time road tax, registration fee, insurance
premium and accessories
 No advance EMIs. (Some Banks/companies ask you to pay one
or more EMIs at the time of disbursement of loan, thereby
effectively reducing your loan amount.)

Eligibility

To avail an SBI Car Loan, you should be:

 Individual between the age of 21-65 years of age.

 A Permanent employee of State / Central Government, Public

Sector Undertaking, Private Company or a reputed
establishment.
 A Professionals or self-employed individual who is an income
tax assesses.
  A Person engaged in agriculture and allied activities.
 Net Annual Income Rs. 100,000/- and above.

LOAN AMOUNT

There is no upper limit for the amount of a car loan. A maximum loan
amount of 2.5 times the net annual income can be sanctioned. If married,
your spouse's income could also be considered provided the spouse
becomes a co-borrower in the loan. The loan amount includes finance for
one-time road tax, registration and insurance!

No ceiling on the loan amount for new cars.

Loan amount for used car is subject to a maximum limit of Rs. 15 lacs.

You would need to submit the following documents along with the
completed application form if you are an existing SBI account holder:

1. Statement of Bank account of the borrower for last 12 months.

2. 2 passport size photographs of borrower(s).

3. Signature identification from bankers of borrower(s).

4. A copy of passport /voters ID card/PAN card.

5. Proof of residence.

6. Latest salary-slip showing all deductions

7. I.T. Returns/Form 16: 2 years for salaried employees and 3 years for
professional/self-employed/businessmen duly accepted by the ITO
wherever applicable to be submitted.

8. Proof of official address for non-salaried individuals.

If you are not an account holder with SBI you would also need to
furnish documents that establish your identity and give proof of residence.
Margin
New/Used vehicles: 15% of the on the road price.

HIGHLIGHTS

New Car Used Car

Loan Type Term Loan Term loan
Loan Amount Min. Rs. 50,000 Min. Rs. 25,000
Max. Rs. 15 lakhs
Tenure Min. 12 yrs. Min. 12 yrs.
Interest Rate 12.75% 16.5%
Time to Process Loan 4 days 7 days
Margin 15% 15%

PNB CAR LOAN

Bank offers loan for the purchase of foreign make or Indian manufactured.
Bank has set 20% margin on loan amount. Bank gives loan for all types of
four wheelers.

Eligibility

Individuals as well as Business Concerns (Corporate or non-corporate).

Amount of Loan for Individuals

 25 times of the monthly net salary OR Rs.15 lac, whichever is
lower. Income of spouse can be taken into account for determining loan
amount. In such cases, the spouse shall stand as a guarantor.

Margin

20%

Repayment

For new Car/ Van/ Jeep: The loan amount together with interest is to be
repaid maximum in 84 Equated Monthly Installments (EMIs)

For old Car/ Van/ Jeep: The loan amount together with interest is to be
repaid maximum in 60 Equated Monthly Installments (EMIs)

HIGHLIGHTS

New Car Used Car

Loan Type Term Loan Term Loan
Tenure Max. 12 yrs. Max. 12 yrs.
Interest Rate 12.5% 17%
Time to Process Loan 5 days 4 days
Margin (Max.) 20% 20%

DOCUMENTATION REQUIRED

i) Bank statement for last six months

ii) Two passport size photograph

iii) Latest salary slip
 iv) It returns for the last two financial years, in the case
of self employed individual and professionals.
v) Identity and proof of residence.

3.1 REVIEW OF LITRATURE

Recent studies have demonstrated that knowing & satisfying the customers
with competitively superior services is the key to profitable performance.
The service firm must effectively train & motivate its employees as well as
all the supporting service personnel to work as a team to provide customer
satisfaction. Many researchers have contributed a lot on customer
satisfaction & have given their own ideas about how to satisfy a customer.
Some of the important studies are described here under:
Studies abroad
Halstead (1993) proposed a model of satisfaction & complaint resolution in
which the expectations determined the purchase service & the related
disconfirmation. The study further
Suggested that, to the extent the expectations are clearly formed, the
customers are more satisfied with complaint resolution. It also suggests
providing additional services other then whatever is expected by customer,
because service disconfirmation is more strongly correlated with
satisfaction & complaint resolution than warranty confirmation. Jones and
Sesser (1995) reveals that one of the methods of measuring the impact of
quality improvement process in corporate sector is to create a customer
satisfaction survey. The study discussed a survey with one of the
company's senior officer, the CEO proudly points out that82% of
customers surveyed responded with an overall satisfaction and only 18% of
its customers were less then satisfied. There divisions with average ratings
5(completely satisfied), 4(satisfied) 4.5(neutral) 3.5(dissatisfy) and the
lowest rating 2.7very dissatisfied. The study concludes that there is tough
competition in lubricant division and its price conscious customers will
never be satisfied, as it does not pay to make additional investment to try to
satisfy them.Kotler (1995) in his study comments that some companies
raise expectations to match their performances. They aim for total
customer satisfaction as Xerox, (e.g.) guarantees "Total satisfaction "and
will replace at its expense in dissatisfied customer's equipment's for a
period of three years after purchase with the same or comparable products.
Another company like Cigna advertises that their company will be never
100% satisfied until their customers are too. One of the studies of Toyota
buyers showed those highly satisfied buyers shows high customer loyalty
than those who are just satisfied. Lovelock and Young (1979) in an article,
"Look to consumers to increase productivity”, observed that in many
services, attempt to improve productivity are likely to fail unless the
support of consumers can be secured. On the contrary, some see consumers
as a barrier to productivity. They further observed that the insensitivity
towards customers can be avoid by developing customer trust in the
productivity related changes through systematic and planned
communication program and by understanding customers habit and
understand determinants of customer behavior. The study on "selected
determinants of customer satisfaction & complaint reports" by Bearden &
Teel (1983), & Oliver (1980), reveals that consumer satisfaction is based
on the preference shares-purchase belief, regarding products performance,
expectation & Disconfirmation belief or post purchase perception that a
product could or could not performs as expected have a significant
influence on customer satisfaction. Kendall & Russ (1975) reveals that
express warranties are promises of complaint resolution &they often
encourage unsatisfied customers. Further concluded by them are that
expectations of warranty serviced in case of durable goods are greater then
non-durable goods.Lele & Sheth (1988) says that for determining customer
satisfaction, one of the factors will be the expectations regarding after
sale's support like tool free, numbers, warranties, Parts availability etc. they
further reveals that after sales support is said to be the litmus test of firm's
intentions towards its customers. Solomon (1985) argues that customer
satisfaction services with regard to complaining processes a function of the
"congruence" between perceived behavior & the behavior expected by the
role player. Gilbert A. Churchill and C.Surprenant (1982) concluded that in
determining customer satisfaction, a high correlation exists between
performance & satisfaction of customers. The study further concludes that
in case of durable goods, the satisfaction is more dependent on the actual
performance of the product then that of non-durable goods.Baumgarten
(1972) in their nursing home study found no relationship between
satisfaction as such functional attributes as the modernity of the home, its
size or any objective feature. To statistically significant degree they found
satisfaction related to the ability of the respondents to make friends there to
the number of such friends and to the religious affiliation of the home.
Despite a difficulty in specifying which psychosocial veritable are
important in any case and in measuring them. It is a taste, which should be
handed for all but most commonplace product classification.
3.2 OBJECTIVES OF THE STUDY

Study for J&K Bank car loan scheme

The study aims to achieve the following objectives:

1. To gauge the satisfaction of the customers in organizations under study.
2. To identify the factors which act as impediments for the customer
satisfaction in banks?
3.3 SCOPE OF THE STUDY

The study was conducted to find out customer satisfaction towards

J&K bank with reference to car loans. Thus helps in suggesting for
solutions to provide better performance.
 3.4 NEED FOR THE STUDY

The study was conducted to study about the customer satisfaction of J&K
bank with respect to car loans. There was a need to understand the various
factors of appraisal system and give remedies to run the company
smoothly.
Customer satisfaction can be critical barometer of how well a company is
serving its customers. This information can show a company what it needs
to do to increase its customer satisfaction level unless its majority of
customers are totally satisfied. In order to assess how satisfied or
dissatisfied customers are, companies should undertake surveys and
understand what customers need, when they provide various responses.
4.1RESEARCH METHODOLOGY

 Research Design:-
A customer survey was undertaken to assess the customers. An
exploratory research design was adopted to conduct the study in
order to know the impact of J&K bank car loan scheme among the
potential customers. In order to get the relevant data, primary data
was collected by meeting the respondents personally.
 Sampling Plan:-
 Population of the Sample:
The population of the interest was Kashmir valley. A random sample
design was used. Judgment simple was also done to ensure
maximum coverage of J&K bank customers.
 Sample Size:
A sample of 100 respondents was taken in some organizations like
institutions, universities, hospitals and in some shopping centers of
the valley.
 Data collection:
Source of Data:
The report mainly consists of primary data gathered through
the schedule of questions asked to the respondents directly.
Information about the company, its product/ services, features and
 market share were obtained from the bank and form other secondary
sources such as magazines, journals, annual reports etc.
The interviewer approached the respondents as if the was the
marketing executive of the bank and questionnaire was formulated.
The answers, queries and responses were noted down from each
respondent and accordingly the results were formed.
 Geographical area of the study:
The data collection for this project is restricted to the Valley of
Kashmir.
 Statistical Tools:
Tools are used for tabulation of data, percentages are drawn for
generalizing the study and graphs are used for having better pictorial
representation.
 RESULT & DISCUSSION

COMPARISON OF PERSONAL LOAN OF J&K BANK WITH

OTHER BANKS

J&K HDFC ICICI PNB SBI

Loan Amount 7 lakhs 10 lakhs 15 lakhs 3 lakhs 15 lakhs
(Max.)
Tenure (Max.) 12 yrs. 12 yrs. 12 yrs. 12 yrs. 12 yrs.
AGE CRITERIA
Salaried
Min. 21 yrs. 21 yrs. 25 yrs. 21 yrs. 21 yrs.
Max. 6o yrs. 60 yrs. 58 yrs. 50 yrs. 58 yrs.
Self Employed
Min. 25 yrs. 25 yrs. 25 yrs. 21 yrs. 21 yrs.
Max. 65 yrs. 65 yrs. 65 yrs. 65 yrs. 65 yrs.
Processing 1% 2% 3% 2% 2%

MONTHLY INCOME
Salaried 7500 7000 8000 7000 5000
Self-employed 8500 8000 8000 7000 7000
Processing time 3 days 3 days 3 days 5 days 2 days
Rate of interest
Min. 13.5% 14% 12% 14% 14%
Max. 22% 24% 24% 15% 17.75%

COMPARISON OF EDUCATION LOAN OF J&K BANK WITH

OTHER BANKS

J&K HDFC ICICI PNB SBI

Loan Amount 15 lakhs 7.5 lakhs 4 lakhs 4 lakhs 4 lakhs
(Max.)
Margin in India 5% 5% 5% 5% 5%
Abroad 15% 15% 15% 15% 15%
Processing time 7 days 7 days 7 days 7 days 7 days
Age
Min. 16 yrs. 16 yrs. 16 yrs. 16 yrs. 16 yrs.
Max. 30 yrs. 30 yrs. 30 yrs. 30 yrs. 30 yrs.
Rate of interest
In India 5% 14% 13% 13.5% 14.75%
Abroad 15% 14% 13.75% 13.25% 14.75%
COMPARISON OF HOME LOAN OF J&K BANK WITH OTHER
BANKS

J&K HDFC ICICI PNB SBI

Loan Amount
Min. 4 lakh 1 lakh 2 lakh 1 lakh 1 lakh
Max. 1 crore 1 crore 1 crore 2 crore 2 crore
Tenure
Min. 5 yrs. 5 yrs. 5 yrs. 5 yrs. 5 yrs.
Max. 20 yrs. 25 yrs. 25 yrs. 25 yrs. 25 yrs.
Processing days 7 days 7 days 7 days 7 days 7 days
Rate of Interest 13.25% 11.25% 12.75% 9.5% 11.25%
(Max.)
Age Criteria
Min. 25 yrs. 25 yrs. 25 yrs. 25 yrs. 25 yrs.
Max. 55 yrs. 55 yrs. 55 yrs. 55 yrs. 55 yrs.
Income Annual 1,40,000 1,20,000 1,20,000 1,20,000 1,20,000
COMPARISON OF CAR LOAN OF J&K BANK WITH OTHER BANKS

J&K HDFC ICICI PNB SBI

Loan Amount
Max. 10 lakh 9 lakh 15 lakh 15 lakh 15 lakh
Tenure
Max. 12 yrs. 12 yrs. 12 yrs. 12 yrs. 12 yrs.
Processing time 5 days 2 days 2 days 5 days 4 days
Processing fee Rs. 1850 Rs. 1500 Rs.1950 Rs. 1850 Rs. 1800
(in Rs.)
Age Criteria Salaried
Min. 21 yrs 21 yrs 21 yrs 21 yrs 21 yrs
Max. 58 yrs. 58 yrs. 58 yrs. 58 yrs. 58 yrs.
Self Employed
Min. 25 yrs. 21 yrs. 21 yrs. 21 yrs. 21 yrs.
Max. 60 yrs. 65 yrs. 65 yrs. 65 yrs. 65 yrs.
Margin (Max.) 20% 20% 20% 20% 155

FINDINGS:
 J&K Bank is providing service to its customer as better as any other
nationalized or private Bank.
 I studied the retail loan of J&K Bank and compare it with retail loan
of PNB, SBI, ICICI and HDFC Bank and I found that there is not so
much difference in interest rate charged by J&K Bank and other.
almost all bank grant loan to its customer on same basic conditions,
Age criteria, Tenure of loan, personal income etc.
 J&K Bank have a good market share in retail loans despite
competition give by other bank PNB, SBI, HDFC, ICICI, Bank.
 Although , J&K Bank have a good customer back ground, the
competition in retail loan market is increasing a private bank like
HDFC, ICICI and other bank are opening new branches in the state
and using advertisement and direct market and more aggressively the
J&K Bank.
 Many people trust on J&K Bank because it is semi state owned and
is considered as State Local Bank, specially in rural areas.
 Most of the J&K Bank customers with those I personally interacted
while my summer training are satisfied with service of J&K Bank .

SUGGESTIONS:
As it is already mention in my report that J&K Bank is providing
service to its customers as better as any other bank but there is still
some changes need to be introduced. Technologically, J&K Bank is as
 competitive as any other bank but still the J&K Bank management
running on conventional line of business. The advertisement medias
which are used by its private competitors like ICICI, HDFC Bank more
rapidly and aggressively as it not in case of J&K Bank. The
advertisement medias used by J&K Bank does not match with its
competitors. So, management of J&K Bank should change it policy of
strategic media policy.
The management of J&K Bank should give more consideration to
marketing through advertisement and direct marketing as it is used by
its competitors like ICICI , HDFC etc. which hire mediators to reach
more and more customers.

Limitations of the study

 Time factor was the major limitation.

  The findings of the report have been made in the Kashmir valley.
Care should be taken in generalizing the report for other places.

 The bias of the respondents may have introduced errors in the survey
findings.

Conclusion

The ability of the nations and organizations within nations depends on

continuous increase in customer satisfaction. In the increasing global
competition, satisfaction growth is essential for maintaining and advancing
opportunities for individual & societies. Its growth is one of the most
important factors that have contributed to the advancement of the service
industry. Service to the society, at the micro level, means service to
customers, present & potential. From this point of view, 'the prime function
of banks can be defined as the creation of delivery of customer needed
services in a customer-satisfying manner. To begin with, therefore, a
banker's task is to identify his customer and his needs. To fulfill and meet
the aspiration of present customers in this competitive & fast changing
situation, banks don’t have a choice to be away from new technology if
they have to remain in the market. In the light of this, the study was
undertaken as to how the banks in north view customer satisfaction. The
main conclusions of the study are described below:
The study reveals that consciousness towards customer satisfaction is
increasing at all levels of the bank and the society, which can be observed
from good efforts made by the bank officers & officials. As the empirical
study reveals the views of customers regarding their
satisfaction/dissatisfaction have been quantified on the basis of a scale
having 5different basis on the continuum. The survey found satisfaction
among some customers of the banks under studies viz., J&K Bank (JKB),
State Bank of India (SBI) & Punjab National Bank (PNB) in varying
proportions.
1.In case of satisfaction of customers on the basis of attitude of the staff the
highest satisfaction of customers is provided by SBI as compared to JKB
and PNB, and;
2.In case of satisfaction of customers on the basis of efficiency of the staff
the highest satisfaction of customers is provided by PNB as compared to
SBI and JKB.
3.The highest satisfaction of customers is provided by again PNB, in
relation to the satisfaction on the basis of products & services of the bank
offered to customers as
compared to SBI & JKB.
4. The highest satisfaction of customers is provided by once again PNB in
relation to the satisfaction of customers on the basis of physical facilities of
the bank provided to customers as compared to SBI &. JKB.
5. The highest satisfaction of customer's provided by again PNB, which
determine the satisfaction of customers on the basis of advice and problem
solving role of the bank towards customers as compared to SBI & JKB.

Bibliography

.
1. Gilbert A Churchill, Jr. and Carol Superenant, (Nov 1982) " An
investigation into the determinants of customer satisfaction," Journal
of Marketing Research, (vol-19, pp491-504)12.
 2. Halstead, D. Droge, C. and Cooper M.B (1993) "Product warranties
and post purchase service". Journal of Service Marketing (voL7, No
1 pp33-40).13.J. Merril, Carl smith, and Elliot Aronson, (1963)
"some Hedonic consequences of the confirmation & disconfirmation
of expectancies". Journal of abnormal & social psychology,(vol-66
pp-151-6).

3. John Czepiel, Larry J. Rosenberg (Oct 1977) customer satisfaction

and dissatisfaction: perspectives and overview, p.15.15.
4. Jonathan L. Freedam, "Involvement, discrepancy and change,"
Journal of abnormal & social psychology, voL, 69: 290-295.16.

5. K. Seshaiah, G. Krishnama Raju (1990) "customer satisfaction is a

Myth". " Indian journal of marketing", vol, No 6 17.

6. Keith Hunt (1977) "proceedings of conference conducted by

marketing science Institute Cambridge, Mass (8.15)

7. Annual Reports of J&K Bank Ltd.

8. Yearly Jounals of J&K Bank Ltd.

http://www.jkbank.net/customerAutoLoans.php

http://www.jkbank.net/intRates.php

Questionnaire

Related to J&K Bank Customers

1. Personal information

Name :

Gender:
 Address:

PH/Mob:

2. Age Group

Below 20 Between 20-35

Between 35-50 Above 50

3. How long you are dealing with J&K Bank.

1 year 1-5 year

5-10 year More than 10 year
4. What type of Account do you have?

a) Saving A/C b) Current A/C

c) Fixed A/C d) Recurring A/C

e) Multibenefit Saving deposite Scheme f) Flexideposite scheme

g) Child deposit

5. How do you feel dealing with J&K Bank?

a) Highly safe b) Safe

c) Not very safe

6. Are you also dealing with another bank

Yes No

7. If Yes, in which bank do you have an account __________.

8. Do you know J&K Bank have been rated as one of the best in India?

Yes No

9. Are you aware of different scheme offered by J&K Bank

Yes No

10. How do you come to know about different scheme offered by J&K Bank?

a) Branch b) Friend/ Relatives

c) Advertisement medias d) Internet

11. Is there is any following reason for selecting J&K Bank only?

a) Provides better service than any other bank.

b) Because it is state’s local bank.

c) selected because it is located near your house.

d) Selected on some recommendation.

12. What do you feel bottle neck in gathering information of the Bank Product?

a) Indifferent of Bank officials.

b) Lack of proper advertisement.

c) Difficult access to bank official.

d) No such problem exist.

13. Do you have avail any loan from J&K Bank.

Yes No

14. If Yes, Is there is any following loan you avail?

a) Home loan b) Car loan

c) Education loan. d) Personal loan

e) Another type of loan.

15. Do you use ATM facility offered by J&K Bank.

Yes No

16. Do you know J&K Bank offers financial assistance for

Business/Firm/Manufacturing units.

Yes No

17. Are you satisfied with the service of J&K Bank?

Yes No

18. Have you any suggestion for more improvement in J&K Bank service?

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