PERFORMANCE EVALUATION AND CUSTOMERS PERCEPTION TOWARDS SERVICES OF PUBLIC AND PRIVATE SECTOR BANKS IN VIRUDHUNAGAR DISTRICT Mrs. N.VIJAYALAKSHMI Assistant Professor (SF), Department of Commerce, V.H.N.S.N. College, Virudhunagar Dr. G. KARUNANITHI Assistant Professor and Research Supervisor, PG and Research Department of Commerce, Government Arts College, Paramakudi ABSTRACT This research paper examines the performance evaluation of public sector and private sector banks and to understand how to measure through different ratios of CAMEL Model of banks plays a crucial role in the growth. The present study is mainly based on primary as well as secondary data, the information relating to the customers perception towards services of public and private sector banks in Virudhunagar district. The primary data is collected for the study through survey with the help of questionnaire. The SERVQUAL model has been used to analyse the service quality dimensions of public and private sector banks. The total sample size of the study is 600 consisting 300 from Public Sector and 300 from Private Sector banks. These respondents have been selected on convenient random sampling techniques. The secondary data covering a period from 2007-08 to 2016-17.The data was collected from the annual reports of public and private sector banks The study was aimed at comparing public sector and private sector on the criteria of public perception, basic amenities customer centric services and there bench strength. To evaluate the efficiency of commercial Bank, their financial performance and customer attitudes should be assessed. INTRODUCTION Banks are one of the most important sectors of any country. In this modern time money and its necessity is very important. A developed financial system of the country ensures to attain development. A modern bank provides valuable services to a country. To attain development there should be a good developed financial system to support not only the economic but also the society. So, a modern bank plays a vital role in the socio-economic matters of the country. The economic development and financial growth of a country is dependent on the financial strength of its banks. The Indian banking sector has been the backbone of the Indian economy over the past few decades, helping it survive various national and worldwide economic shocks and meltdowns. It has transformed itself into one of the healthiest performers in the world banking industry facing tremendous competitiveness, growth, efficiency, profitability and stability, especially in the recent years. In the light of the banking crisis in recent years worldwide, CAMEL (capital adequacy, asset quality, management quality, earnings and liquidity) is a useful tool to examine the safety and soundness of banks, and help mitigate the potential risks which may lead to bank failures. The present research is conducted keeping in view the sharp difference between public and private sector banks. OBJECTIVES OF THE STUDY The researcher endeavors to undertake a comprehensive enquiry to fulfill the objectives set out below: 1. To compare financial performance of public and private sector banks on the basis of ratios covered under CAMEL model 2. To measure the level of attitude of the customers towards customer services of public and private sector banks RESASERCH METHODOLOGY The study was analytical in nature and based on primary as well as secondary data covering a period from 2007-08 to 2016-17.The data was collected from the annual reports of each Ten public & private sector banks. The selected public sector banks are; 211
SBI, Indian Overseas Bank, Canara Bank, Bank of India, Bank of Baroda, Union Bank, Indian Bank, IDBI, Punjab National Bank, Syndicate Bank and private sector banks are; TMB, KVB, LVB, AXIS, HDFC, ICICI, Fedral Bank, City Union Bank, South Indian Bank and Indusind Bank The performance of the banks was measured through different ratios of CAMEL Model. In the financial performance CAMEL model and Man Whitney U have been used to analyze the secondary data. The performance of the banks was measured through different ratios of CAMEL Model S.No CAMEL Parameters Ratios used in the present study C Capital Adequacy 1. 1. Capital Adequacy Ratio 2. Debt Equity Ratio 3. Total Advance to Total Asset Ratio 4. Government Securities to Total Invest A Asset Quality 2. 1. Gross NPA Ratio 2. Net NPA Ratio 3. M Management Soundness 1. Total Advance to Total Deposit Ratio 2. Business per Employee 3. Profit per Employee 4. 5. E L Earnings and Profitability 1. Dividend Pay-out Ratio 2. Return on Asset 3. Interest Income to Total Income 4. Other Income to Total Income Liquidity 1. Liquidity Asset to Total Asset 2. Government securities to Total Asset 3. Approved Securities to Total Asset To know the financial performance, growth rate is calculated of different parameters with their Mean and coefficient of variation (CV). Ranks are also provided on the basis of growth rate in the present study. CV is also calculated to measure the stability in different parameters. Likert-scale In order to measure the dimensions relating to the customer services under the banking system, customers were asked to give their opinion on their satisfaction received on a five point Likert-scale. The information relating to the customer perception towards services provided by both the banks viz. public and private sector banks of Virudhunagar district is collected for the study through survey with the help of questionnaire. The total sample size of the study is 600 consisting 300 from Public Sector and 300 from Private Sector banks. These respondents have been selected on convenient random sampling technique. In order to analyze and compare the dimensions relating to the banking system of different public and private sector banks and their consistency in the dimensions, mean score, standard deviation and coefficient of variations were computed. Results and Discussion Table 1 Parameters of CAMEL model CAMEL Model Public Sector banks Private Sector banks I. CAPITAL ADEQUACY Capital Adequacy Mean rank Bank of Baroda (7.40) Lakshmi Vilas Bank Ltd.(8.33) Ratio CV = 22.554 * P value = 0.02 CV = 21.252 * P value = 0.012 Debt Equity Ratio Mean rank Syndicate Bank (7) ICICI (8.15) CV = 15.575 P value = 0.076 CV = 27.270 * P value = 0.001 Total Advance to Mean rank Bank of Baroda (8.10) South Indian Bank (8.55) Total Asset Ratio CV = 32.479 * CV = 51.437 * Government Securities to Total Investments Mean rank Punjab National Bank (8.20) Indusind Bank (7.25) CV = 20.978 * P value = 0.013 CV = 11.234 P value = 0.254 212
II. ASSET QUALITY Gross NPA Ratio Mean rank Syndicate Bank (9.70) Indusind Bank (6.45) CV = 72.841 * CV = 12.590 P value = 0.127 Net NPA Ratio Mean rank Punjab National Bank Indusind Bank (7.45) (9.70) CV = 78.503 * CV = 27.353 * P value = 0.001 III. MANAGEMENT SOUNDNESS Total Advance to Total Deposit Ratio Mean rank Indian Bank (8.20) Indusind bank (8.40) CV = 24.194 * P value = 0.004 CV = 52.346 * Business per Mean rank IDBI (8.60) Indusind Bank (9.40) Employee CV = 59.745 * CV = 51.462 * Profit per Employee Mean rank Bank of Baroda (8.30) ICICI (7.35) Indusind Bank (7.35) IV. EARNINGS AND PROFITABILITY CV = 48.366 * CV = 34.752 * Dividend Pay-out Mean rank Union Bank (7.40) Karur Vysya Bank Ltd. (6.80) Ratio CV = 11.430 P value = 0.247 CV = 15.560 P value = 0.077 Return on Asset Mean rank Indian Overseas Bank ICICI (8.10) (8.45) CV = 72.311 * CV = 25.730 * P value = 0.002 Interest Income to Mean rank Union Bank (8.25) ICICI (7.85) Total Income CV = 52.867 * CV = 39.475 * Other Income to Total Income Mean rank Canara Bank (8.70) Lakshmi Vilas Bank Ltd. (8) V. LIQUIDITY Liquidity Asset to Total Asset Government securities to Total Asset Approved Securities to Total Asset CV = 52.342 * CV = 36.484 * Mean rank SBI (7.55) Tamilnad Mercantile Bank Ltd (9.10) CV = 22.155 * P value = 0.008 CV = 51.883 * Mean rank Canara Bank (7.90) Lakshmi Vilas Bank Ltd. (7.45) CV = 22.087 * CV = 10.334 * P value = 0.009 P value = 0.324 Mean rank SBI (10) Tamilnad Mercantile Bank Ltd (8.40) KarurVysya Bank Ltd. (8.40) CV = 71.947 * CV = 47.306 * Source: Calculated data Table 1 shows that, Capital Adequacy Ratio (CAR) are a measure of the amount of a bank s core capital expressed as a percentage of its risk-weighted assets. The public sector bank of Bank of Baroda and the private sector bank of Lakshmi Vilas Bank has a commendable capital adequacy ratio of 7.40 and 8.33 percentages respectively. Followed by the public sector bank of Syndicate Bank and the private sector bank of ICICI Bank has commendable debt equity ratio of 7.00 and 8.15 percentages respectively. The 213
Public sector bank of Bank of Baroda and the private sector bank of South Indian Bank has commendable total advance to total assets ratio is 8.10 and 8.55 percentages respectively. The Punjab National Bank and the Indusind Bank has commendable Government securities to total investment Ratio is 8.20 and 7.25 percentages respectively. Asset quality reflects the amount of existing credit risk associated with the loan and investment portfolio as well as off-balance sheet activities. The asset quality of banks can be judged by the non-performing assets (NPA) ratio. The public sector bank of Syndicate Bank and private sector bank of Inusind bank has a Gross NPA ratio of 9.70 and 6.45 percent respectively during the study periods. Followed by the public sector bank of Punjab National Bank and private sector bank of Indusind bank has net NPA ratio of 9.70 and 7.45 percentages respectively. The Several indicators are used to measure the efficiency of the management of the banks. For example Total Advances to Total Deposits Ratio and Asset Turnover Ratio can be used to assess how efficiently company is using its assets to earn the revenue. The public sector bank of Indian Bank and the private sector bank of Indusind Bank have a commendable total advance to total deposit ratio of 8.20 and 8.40 percentages respectively followed by the IDBI (8.60) has a commendable business per employee ratio whereas Indusind Bank (9.40) have a commendable business per employee ratio. The Bank of Baroda (8.30) has a commendable profit per employee whereas ICICI and Indusind Bank (7.35) have a commendable profit per employee during the study periods. Banks depends on their quality of earnings for performing activities like funding, dividends, maintaining adequate capital levels, finding new opportunities for bank to grow, entering new geographic and product markets and maintaining the competitive outlook. Among the selected banks in this study, the Union Bank and the Karur Vysya Bank Ltd has a commendable dividend payout ratio of 7.40 and 6.80 respectively. The Indian Overseas Bank and the ICICI Bank Ltd has a commendable return on assets ratio of 8.45 and 8.10 percentages respectively. The Union Bank (8.25) has a commendable interest income to total income out of the total selected public sector banks whereas ICICI Bank Ltd., has 7.85 percentage during the study period. Followed by the Canara Bank (8.70) has a commendable other income to total income whereas Lakshmi Vilas Bank Ltd., has 8.00 percentage during the study periods. In case of an adequate liquidity position, the institution can obtain sufficient funds, either by increasing liabilities or by converting its assets to cash quickly at a reasonable cost. Among the selected banks the private sector bank of Tamilnadu Mercantile Bank Ltd, has a 9.10 percentage of commendable liquid assets to total assets where as the public sector bank of SBI has a 7.55 percent during the study period. Followed by the canara bank (7.90) has commendable government securities to total asset whereas LVB has a 7.45 percent. Finally, the SBI (10) and TMB Ltd., (8.40) has a commendable approved securities to total asset. ANALYSIS OF PRIMARY DATA: SATISFACTION ABOUT SELECTED SERVICES OF THE BANK Table 2 exhibits whether the public and private sector bank customers are satisfied with service quality of the bank. Table 2 Satisfaction about Selected Services of the Bank Satisfaction Public Sector Banks Private Sector Banks No. of Respondents Percentage No. of Respondents Percentage Yes 204 68 233 77.67 No 96 32 67 22.33 Total 300 100 300 100.00 In public sector banks, 204 (68%) are satisfied with service quality of the bank and the remaining 96 (32%) are not satisfied with service quality of the bank. In private sector banks, 233 (77.67%) are satisfied with service quality of the bank and the remaining 67 (22.33%) are not satisfied with service quality of the bank. 214
PROBLEMS FACED BY PUBLIC SECTOR BANK CUSTOMERS Table 3 shows the problems faced by public sector bank customers. Table 3 Problems Faced by Public Sector Bank Customers Problems agree Agree No opinion Disagree disagree Rigid Rules and Regulations 32 119 36 98 15 300 Attitude of Employees 10 133 55 36 66 300 Favoritism of Banker 115 28 9 129 19 300 Delay in Completing the Transaction 110 71 10 95 14 300 Distance from the Bank Premises 133 36 45 51 35 300 Fixed Working hours of the Bank 149 41 9 33 68 300 Technical Problems 132 48 35 73 12 300 Delay in Processing of Loan Operation 136 35 17 65 47 300 Other Services 93 4 69 61 73 300 Weighted ranking technique has been adopted to analyse the problems faced by public sector bank customers. The weighted ranking technique results are shown in table 4. Table 4 Problems Faced by Public Sector Bank Customers Weighted Ranking Technique Problems No Total Mean Agree Disagree agree opinion disagree score score Rank Rigid Rules and Regulations 160 476 108 196 15 955 10.53 VII Attitude of Employees 50 532 168 72 66 888 9.79 VIII Favoritism of Banker 575 112 24 258 19 988 10.90 VI Delay in Completing the Transaction 550 284 30 190 14 1068 11.78 III Distance from the Bank Premises 665 144 165 102 35 1111 12.25 I Fixed Working hours of the Bank 745 164 27 66 68 1070 11.80 II Technical Problems 660 192 45 146 12 1055 11.64 IV Delay in Processing of Loan Operation 680 140 51 130 47 1048 11.56 V Other Services 465 16 207 122 73 883 9.74 IX 9066 Most of the public sector bank customers gave I rank to Distance from the Bank Premises with the mean score of 12.25 followed by Fixed Working hours of the Bank with the mean score of 11.80. Total 215
Problems agree Agree No opinion Disagree disagree Total score Mean score Rank PROBLEMS FACED BY PRIVATE SECTOR BANK CUSTOMERS Table 5 shows the problems faced by private sector bank customers. Table 5 Problems Faced by Private Sector Bank Customers Problems agree Agree No opinion Disagree disagree Total Rigid Rules and Regulations 76 72 55 16 81 300 Attitude of Employees 87 79 78 21 35 300 Favoritism of Banker 66 68 64 27 75 300 Delay in Completing the Transaction 46 70 24 73 87 300 Distance from the Bank Premises 66 56 37 51 90 300 Fixed Working hours of the Bank 49 68 88 80 15 300 Technical Problems 53 55 48 88 56 300 Delay in Processing of Loan Operation 96 88 68 20 28 300 Other Services 50 52 68 19 111 300 Weighted ranking technique has been adopted to analyse the problems faced by private sector bank customers. The weighted ranking technique results are shown in table 6. Table 6 Problems Faced by Private Sector Bank Customers Weighted Ranking Technique Rigid Rules and Regulations 380 288 165 32 81 946 10.43 IV Attitude of Employees 435 316 234 42 35 1062 11.71 II Favoritism of Banker 330 272 192 54 75 923 10.18 V Delay in Completing the Transaction Distance from the Bank Premises Fixed Working hours of the Bank 230 280 72 146 87 815 8.99 VIII 330 224 111 102 90 857 9.45 VII 245 272 264 160 15 956 10.54 III Technical Problems 265 220 144 176 56 861 9.50 VI Delay in Processing of Loan Operation 480 352 204 40 28 1104 12.18 I Other Services 250 208 204 38 111 811 8.95 IX 8335 Most of the private sector bank customers gave I rank to Delay in Processing of Loan Operation with the mean score of 12.18 followed by Attitude of the employees with the mean score of 11.71. SUGGESTIONS On the basis of findings of the study, some suggestions are offered. 1. An appropriate mix of capital structure should be adopted in order to increase the profitability of banks. 216
2. In the case of higher debt, profitability will tend to decline. The reason behind this may be due to the high interest bearing securities engaged in the total debt. 3. Banks should concern much on internal sources of financing in order to increase their profitability. 4. The structure of the working capital (gross) be evenly constructed taking into consideration the operational requirements so as to reduce the cost and take optimum utilisation of the different sources. 5. The banks required hiring right kind of people, with adequate knowledge of banking especially at banks call centers. 6. The banks have to develop service oriented internal processes to attract and retain the customers. CONCLUSION Private Sector Banks profitability is much higher than that of Public Sector Banks in the study area of Virudhunagar district. The economic liberalization measures introduced by the Indian government coupled with trends towards globalization have substantially altered the banking sector and the profitability of public sector banks has declined to a large extent. So Public Sector Banks will have to introduce new financial instruments and innovations in order to retain the business. Indian banks also trying to universalization of banking products and services to one top banking shop for customer delight, but comparatively private and foreign banks existing in Indian economy are having a higher level of modernization and those providing numbers of modern services to their customers. REFERENCES 1. Vijayalakshmi.N and Karunanithi.G Performance Evaluation of Public sector and Private Sector Banks- A Comparative Study, International Journal of World Research, Vol: I Issue XXXVI, December 2016, pp. 36-40 2. Bhole L M. (2000). Financial Institution &Markets. Tata McGraw Hill Publications Ltd, New Delhi. 3. Garima, C. (2014). Performance Comparison of Private Banks with Public Sector Banks, International Journal of Emerging Research in Management & Technology, 4 (9), 76-81. 4. http://shodhganga.inflibnet.ac.in 5. http://www.jagranjosh.com 6. www.moneycontrol.com 7. http://www.allbankingsolutions.com/camels.html. 217