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“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
“Customer satisfaction in public sector banks”
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“Customer satisfaction in public sector banks”

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  • 1. A PROJECT REPORT ON“CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS” Submitted to Alpine Institute of Management, Ujjain Towards Partial fulfillment of the requirement for the award of degree of Master of Business Administration Of Vikram University, Ujjain (M.P.) 2010-12 Submitted By Chetan Gehlot MBA-IV Semester (Batch 2010-12) Alpine Institute of Management 1
  • 2. CONTENTChapter Particulars Page1:- Introduction 5 I. About the topic 5 II. Objective & significance of the 13 study2:- Literature review 143:- Research methodology 19 I. The study 19 II. The sample 19 III. The tool(s) for data collection 20 IV. The tool(s) for data analysis 204:- Data Analysis and Interpretation 215:- Limitation and Scope 336:- Findings & Conclusion 347:- Recommendations 37 Bibliography and Webliography 38 Any Annexure or Appendix (Give the 42 name and Number) 2
  • 3. DECLARATION BY THE CANDIDATE I, ChetanGehlot , student of MBA-IV semester (Batch 2010- 12), at Alpine Institute of Management, affiliated to Vikram University, Ujjain, declare that the project entitled “CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS” is my own work approved by the Director of the Institute. I further declare that to the best of my knowledge, the project report does not contain any part of any work, which has been submitted for the award of any degree. Signature of the Candidate (Chetan Gehlot)Forwarded by DirectorAlpine Institute of Management, Ujjain 3
  • 4. ACKNOWLEDGEMENTSI feel elated in expressing my deep sense of respect andgratitude to my respected Guide and Supervisor Prof. VijayPrajapati whose kind academic contribution further guidanceand motivation throughout the study has made it possible forme to complete this research work.I am extending my sincere thanks to Prof. Vijay Prajapati forproviding me support for accomplishing the work.I would like to extend my thanks to all respondents of thedifferent organizations for providing me help in datacollection. 4
  • 5. CHAPTER-1 INTRODUCTIONABOUT THE TOPIC-:Banks are the important component of any financial system. Theyplay important role of channelizing the savings of surplus sectors todeficit sectors. The efficiency and competitiveness of banking systemdefines the strength of any economy. Indian economy is not anexception to this and banking system in India also plays a vital role inthe process of economic growth and development. After the series ofbanking sector reforms in last decade the Indian commercial bankshas pass through certain developments and challenges. At the onehand the efficiency and Outlook of banks has improved due totechnological development and customer orientation but at the sametime increasing level of NPAs becomes serious concerns for banks.Indian banking, which was operating in a highly comfortableenvironment till the beginning of the 1990s, has been pushed into thechoppy water of intense competition. The modern banking activity ismarked by itineraries into un-chartered horizons mingled with risksand heavy competition. Immediately after nationalization, the PublicSector Banks spread their branches to remote areas at a rapid pacetheir main objective was to act on behalf of the government to Fulfilleconomic obligations towards the common man. They acted overenthusiastically in penetrating into far-flung and remote corners of the 5
  • 6. country. The social responsibility that was entrusted upon the Publicsector Banks digresses them from the profit motive. On the other handprivate and foreign banks did not make such moves. Instead, theypursued profit making as the objective for their operations. In 1992the RBI launched banking sector reforms, as per the recommendationsmade by the Narasimhan Committee on financial reforms to create amore profitable, efficient and sound banking system. The reformsopened the banking sector for private players. Domestic private sectorbanks are divided into two categories old banks which existed withthe public sector banks before the entry deregulation and the newbanks that came into existence after the reforms of 1992. The oldbanks are smaller in size and are regional. In contrast the new privatesector banks are much larger in size, operate primarily in metros andare technologically superior. Interestingly, unlike many developingcountries, where the government owned financial institutions ownmajor equity of the private banks, the equity share holders of the oldprivate sector banks were mainly non government bodies. However,most of the new private sector banks, in India are promoted by thegovernment owned financial Institutions. These banks, too, are in theprocess of reducing promoter‟s stake by raising funds through thecapital market. These developments in the area of banking regulationshas made public sector banks more concerned about their position andplace in the Indian banking industry. On the other hand, banks inprivate sector and foreign sector are making their operations in theirown way. There is a big difference in the operation style of these 6
  • 7. different types of bank groups. So, there is a need to compare andevaluate the operations of these different bank groups and theirachievements on different parameters. In the organized segment,banking system occupies an important place in nation‟s economy. Itplays a pivotal role in the economic development of a country andforms the core of the money market in an advanced country. Thecommercial banks in India comprise of both Public sector as well asPrivate sector banks. Banks have to deal with many customerseveryday and render various types of services to its customer. It‟s awell known fact that no business can exist without customers.Emergence of public sector banksThe Central Government entered the banking business with thenationalization of the Imperial Bank of India in 1955. A 60% stakewas taken by the Reserve Bank of India and the new bank was namedas the State Bank of India. The seven other state banks became thesubsidiaries of the new bank when nationalized on 19 July 1960. Thenext major nationalization of banks took place in 1969 when thegovernment of India, under prime minister India Gandhi, nationalizedan additional 14 major banks. The total deposits in the banksnationalized in 1969 amounted to 50 crores. This move increased thepresence of nationalized banks in India, with 84% of the totalbranches coming under government control. 7
  • 8. The next round of nationalization took place in April 1980. Thegovernment nationalized six banks. The total deposits of these banksamounted to around 200 crores. This move led to a further increase inthe number of branches in the market, increasing to 91% of the totalbranch network of the country. The objectives behind nationalizationwhere: To break the ownership and control of banks by a few business families, To prevent the concentration of wealth and economic power, To mobilize savings from masses from all parts of the country, To cater to the needs of the priority sectorsPublic sector banks before the economic liberalizationThe share of the banking sector held by the public banks continued togrow through the 1980s, and by 1991 the public sector banksaccounted for 90% of the banking sector. A year later, in March,1992, the combined total of branches held by public sector banks was60,646 across India, and deposits accounted for Rs. 1,10,000 crore.The majority of these banks were profitable, with only one out of the27 public sector banks reporting a loss.Public sector banks after the reformsAfter the reforms in the early 1990s, the nationalized banks saw achange in fortunes: in 1992-93, 12 of the nationalized banks reportedlosses, and the other seven nationalized banks reported marginal 8
  • 9. profits. 1995-96 saw a similar problem, with nationalized banksreporting a combined loss of Rs. 1160 crores. However, the early2000s saw a reversal of this trend, such that in 2002-03 a profit of Rs.7780 crores by the public sector banks: a trend that continuedthroughout the decade, with a Rs. 16856 crore profits in 2008-2009.Public sector banks are the ones in which the government has a majorholding. They are divided into two groups i.e. Nationalized Banks andState Bank of India and its associates. Among them, there are 19nationalized banks and 8 State Bank of India associates. Public SectorBanks dominate 75% of deposits and 71% of advances in the bankingindustry. Public Sector Banks dominate commercial banking in India.These can be further classified into:1) State Bank of India2) Nationalized banks3) Regional Rural Banks Classification of Banks:The Indian banking industry, which is governed by the BankingRegulation Act of India 1949 can be broadly classified into twomajor categories, non-scheduled banks and scheduled banks.Scheduled banks comprise commercial banks and the co-operativebanks. In Terms of ownership, commercial banks can be furthergrouped into nationalized banks, the State Bank of India and its groupbanks, regional rural banks and private sector banks (the old / new 9
  • 10. domestic and foreign). These banks have over 67,000 branchesspread across the country. The Indian banking industry is a mix ofthe public sector, private sector and foreign banks. The private sectorbanks are again spilt into old banks and new banks. Banking System in India Reserve bank of India (Controlling Authority)Development Financial institutions BanksIFCI IDBI ICICI NABARD NHB IRBI EXIMBank SIDBI Commercial Regional Rural Land Development Cooperative Banks Banks Banks Bank Public Sector Banks Private Sector BankSBI Groups Nationalized Banks Indian Banks ForeignBanks 10
  • 11. List of public sector banks>> Public Sector BanksSr.No Public Sector Banks Web Site1 Allahabad Bank www.allahabadbank.in2 Andhra Bank www.andhrabank.in3 Bank of Baroda www.bankofbaroda.com4 Bank of India www.bankofindia.com5 Bank of Maharashtra www.bankofmaharashtra.in6 Canara Bank www.canarabank.com7 Central Bank of India www.centralbankofindia.co.in8 Corporation Bank www.corpbank.com9 Dena Bank www.denabank.com10 IDBI Bank Limited www.idbi.com11 Indian Bank www.indianbank.in12 Indian Overseas Bank www.iob.in Oriental Bank of13 www.obcindia.co.in Commerce14 Punjab & Sind Bank www.psbindia.com15 Punjab National Bank www.pnbindia.com 11
  • 12. 16 State Bank of India www.statebankofindia.com 17 Syndicate Bank www.syndicatebank.in 18 UCO Bank www.ucobank.com 19 Union Bank of India www.unionbankofindia.co.in 20 United Bank of India www.unitedbankofindia.com 21 Vijaya Bank www.vijayabank.com CUSTOMER SATISFACTIONCustomer satisfaction, a business term, is a measure of how productsand services supplied by a company meet or surpass customerexpectation. It is seen as a key performance indicator within businessand is part of the four perspectives of a Balanced Scorecard.Customer satisfaction is an abstract concept and the actualmanifestation of the state of satisfaction will vary from person toperson and product/service to product/service. The state ofsatisfaction depends on a number of both psychological and physicalvariables which correlate with satisfaction behaviors such as returnand recommend rate. The level of satisfaction can also varydepending on other factors the customer, such as other productsagainst which the customer can compare the organizations products.Satisfaction with banking services is an area of growing interest toresearchers and managers. The commercial banking industry like 12
  • 13. many other financial service industries is facing rapidly changingmarket. New technologies, economic uncertainties, fierce competitionand more demanding customers and the changing climate havepresented an unprecedented set of challenges. Intangible assets,particularly brands and customers, are critical to any organization andin today‟s competitive environment relationship marketing is criticalto banking corporate success. The banking industry likemany other financial service industries is facing a rapidly changingmarket, new technologies, economic uncertainties, fierce competitionand more demanding customers and the changing climate haspresented an unprecedented set of challenges .The Need to Measure Customer Satisfaction:Satisfied customers are central to optimal performance and financialreturns. In many places in the world, business organizations havebeen elevating the role of the customer to that of a key stakeholderover the past twenty years. Customers are viewed as a group whosesatisfaction with the enterprise must be incorporated in strategicplanning efforts. Forward-looking companies are finding value indirectly measuring and tracking customer satisfaction (CS) as animportant strategic success indicator. Evidence is mounting thatplacing a high priority on CS is critical to improved organizationalperformance in a global marketplace. With better understanding of 13
  • 14. customers perceptions, companies can determine the actions requiredto meet the customers needs. They can identify their own strengthsand weaknesses, where they stand in comparison to their competitors,chart out path future progress and improvement. Customersatisfaction measurement helps to promote an increased focus oncustomer outcomes and stimulate improvements in the work practicesand processes used within the company. When buyers are powerful,the health and strength of the companys relationship with itscustomers – its most critical economic asset – is its best predictor ofthe future. Assets on the balance sheet – basically assets of production– are good predictors only when buyers are weak. So it is no wonderthat the relationship between those assets and future income isbecoming more and more tenuous. As buyers become empowered,sellers have no choice but to adapt. Focusing on competition has itsplace, but with buyer power on the rise, it is more important to payattention to the customer. Customer satisfaction is quite a complexissue and there is a lot of debate and confusion about what exactly isrequired and how to go about it. This article is an attempt to reviewthe necessary requirements, and discuss the steps that need to be takenin order to measure and track customer satisfaction.MEASURING CUSTOMER SATISFACTION IN THEBANKING INDUSTRY 14
  • 15. Banking operations are becoming increasingly customer dictated. Thedemand for „Banking supermalls‟ offering one-stop integratedfinancial services are well on the rise. The ability of banks to offerclients access to several markets for different classes of financialinstruments has become a valuable competitive edge. Convergence inthe industry to cater to the changing demographic expectations is nowmore than evident. Ban assurance and other forms of cross selling andstrategic alliances will soon alter the business dynamics of banks andfuel the process of consolidation for increased scope of business andrevenue. The thrust on farm sector, health sector and services offersseveral investment linkages. In short, the domestic economy is anincreasing pie which offers extensive economies of scale that onlylarge banks will be in a position to tap. With the phenomenalincrease in the countrys population and the increased demandfor banking services; speed, service quality and customersatisfaction are going to be key differentiators for each banksfuture success. The working of the customers mind is a mysterywhich is difficult to solve and understanding the nuances of whatcustomer satisfaction is, a challenging task. This exercise in thecontext of the banking industry will give us an insight into theparameters of customer satisfaction and their measurement. This vitalinformation will help us to build satisfaction amongst the customersand customer loyalty in the long run which is an integral part of anybusiness. The customers requirements must be translated andquantified into measurable targets. This provides an easy way to 15
  • 16. monitor improvements, and deciding upon the attributes that need tobe concentrated on in order to improve customer satisfaction. We canrecognize where we need to make changes to create improvementsand determine if these changes, after implemented, have led toincreased customer satisfaction. "If you cannot measure it, youcannot improve it." – Lord William Thomson Kelvin (1824-1907). 16
  • 17. Objectives of the studyThis study has the following specific objectives that would besignificant in order To come up with a credible set of data that wouldthe bases for analysis and drawing of the conclusions. To find out the level of expectation and the level of perception of the customers from the services offered by the banks. To compare the level of perception and expectation of the services offered by the banks. To know which service quality dimension the bank is performing well and in which dimension it needs improvement. To know the preference towards the public sector and private sector banks. 17
  • 18. Significance of the StudyThe outputs and data that can be drawn from this research will be ofgreat Contribution to the field in the academics and for thepractitioners. This study will try to assess and evaluate the level ofsatisfaction of the customers in the banking business in India, thusrevealing and studying the salient and influential factors that couldaffect the satisfaction of the customers. It will also reveal areas andfactors that need consideration for improvement. It will also try tolink the relationship, if any, of the customer satisfaction level and thesuccess of the firm, in support of the other previous literatures. Thisstudy then will ultimately assess and reveal the strong points of theIndian banking and its edges as reasons for the continuous boom anddevelopment in it banking industries. 18
  • 19. CHAPTER-2 LITERATURE REVIEWCustomer satisfaction is an important theoretical as well as practicalissue for most marketers and consumer researchers. Customersatisfaction can be considered the essence of success in today‟s highlycompetitive world of business. Thus the significance of customersatisfaction and customer retention in strategy development for amarket oriented and customer focused firm cannot be overstated.Consequently, customer satisfaction is increasingly becoming acorporate goal as more and more companies strive for quality in theirproduct and services. Customer satisfaction is the feeling or attitudeof a customer towards a product or services after it has been used andis generally described as a full meeting of one‟s expectations.Customer satisfaction is a major outcome of marketing activitywhereby it serves as a link between the various stages of consumerbuying behavior. For instance, if customers are satisfied withparticular service offering after its use, then they are likely to engagein repeat purchase and try line extensions .A study conducted byLevesque and McDougall confirmed and reinforced the idea thatunsatisfactory customer service leads to a drop in customersatisfaction and willingness to recommend the service to a friend.This would in turn lead to an increase in the rate of switching bycustomers. 19
  • 20. I. Parasuraman, Zeithaml and Berry (Leonard L) -:Work done by Parasuraman, Zeithaml and Berry (Leonard L)between 1985 and 1988 delivered SERVQUAL which provides thebasis for the measurement of customer satisfaction with a service byusing the gap between the customers expectation of performance andtheir perceived experience of performance. This provides theresearcher with a satisfaction "gap" which is semi-quantitative innature. Cronin and Taylor extended the disconfirmation theory bycombining the "gap" described by Parasuraman, Zeithaml and Berryas two different measures (perception and expectation) into a singlemeasurement of performance relative to expectation."Satisfaction" itself can refer to a number of different facts of therelationship with a customer. For example, it can refer to any or all ofthe following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship Satisfaction with the price-performance ratio of a product or service.II. Lord William Thomson Kelvin (1824-1907)-:The working of the customers mind is a mystery which is difficult tosolve and Understanding the nuances of what customer satisfaction is,a challenging task. This exercise in the context of the bankingindustry will give us an insight into the parameters of customersatisfaction and their measurement. This vital information will help us 20
  • 21. to build satisfaction amongst the customers and customer loyalty inthe long run which is an integral part of any business. The customersrequirements must be translated and quantified into measurabletargets. This provides an easy way to monitor improvements, anddeciding upon the attributes that need to be concentrated on in orderto improve customer satisfaction. We can recognize where we need tomake changes to create improvements and determine if these changes,after implemented, have led to increased customer satisfaction. "Ifyou cannot measure it, you cannot improve it."III. Berry (Bart Allen) and Brodeur between 1990 and 1998-:Consumer satisfaction is basically a psychological state, car taken inthe should be taken in the effort of quantitative measurement,although a large quantity of research in this area has recently beendeveloped work done by Berry (Bart Allen) and Brodeur between1990 and 1998 defined ten „Quality Values‟ which influencesatisfaction behavior, further expanded by Berry in 2002 and knownas the ten domains of satisfaction. These ten domains of satisfactioninclude: Quality, value, Timeliness, Efficiency, Ease of Access,Environment, Inter-department Teamwork, Front line ServiceBehaviors, Commitment to the Customer and Innovation. Thesefactors are emphasized for continuous improvement andorganizational change measurement as an integral model. 21
  • 22. IV. Roma Mitra, Shankar Ravi (2008)-:A stable and efficient banking sector is an essential precondition toincrease the economic level of a country. This paper tries to modeland evaluate the efficiency of 50 Indian banks. The Inefficiency canbe analyzed and quantified for every evaluated unit. The aim of thispaper is to estimate and compare efficiency of the banking sector inIndia. The analysis is supposed to verify or reject the hypothesiswhether the banking sector fulfils its intermediation functionsufficiently to compete with the global players. The results areinsightful to the financial policy planner as it identifies priority areasforperformance of Banking Sectors in India. 22
  • 23. SWOT AnalysisThe banking sector is also taken as a proxy for the economy as awhole. The performance of bank should therefore, reflect “Trends inthe Indian Economy”. Due to the reforms in the financial sector,banking industry has changed drastically with the opportunities to thework with, new accounting standards new entrants and informationtechnology. The deregulation of the interest rate, participation ofbanks in project financing has changed in the environment of banks.The performance of banking industry is done through SWOTAnalysis. It mainly helps to know the strengths and Weakness of theindustry and to improve will be known through converting theopportunities into strengths. It also helps for the competitiveenvironment among the banks. a) STRENGTHS 1. Greater securities of FundsCompared to other investment options banks since its inception hasbeen a better avenue in terms of securities. Due to satisfactoryimplementation of RBI‟s prudential norms banks have won publicconfidence over several years. 2. Banking networkAfter nationalization, banks have expanded their branches in thecountry, which has helped banks build large networks in the rural and 23
  • 24. urban areas. Private banks allowed to operate but they mainlyconcentrate in metropolis. 3. Large Customer BaseThis is mainly attributed to the large network of the banking sector.Depositors in rural areas prefer banks because of the failure of theNBFCs. 4. Low Cost of CapitalCorporate prefers borrowing money from banks because of low costof capital. Middle income people who want money for personalfinancing can look to banks as they offer at very low rates of interests.Consumer credit forms the major source of financing by banks. b) WEAKNESS1. Basel CommitteeThe banks need to comply with the norms of Basel committee butbefore that it is challenge for banks to implement the Basel committeestandard, which are of international standard.2. Powerful UnionsNationalization of banks had a positive outcome in helping the IndianEconomy as a whole. But this had also proved detrimental in the formof strong unions, which have a major influence in decision-making.They are against automation3. Priority Sector Lending 24
  • 25. To uplift the society, priority sector lending was brought in duringnationalization. This is good for the economy but banks have failed tomanage the asset quality and their intensions were more towardsfulfilling government norms. As a result lending was done for non-productive purposes.4. High Non-Performing AssetsNon-Performing Assets (NPAs) have become a matter of concern inthe banking industry. This is because reduced to meet theinternational standards of change in the total outstanding advances,which has to be reduced to meet the international standards. c) OPPORTUNITIES 1. Universal BankingBanks have moved along the value chain to provide their customersmore products and services. Like home finance, Capital Markets,Bonds etc. Every Indian bank has an opportunity to become universalbank, which provides every financial service under one roof. 2. Differential Interest RatesAs RBI control over bank reduces, they will have greater flexibility tofix their own interest rates which depends on the profitability of thebanks. 25
  • 26. 3. High Household SavingsHousehold savings has been increasing drastically. Investment infinancial assets has also increased. Banks should use this opportunityfor raising funds. 4. Untapped Foreign MarketsMany Indian banks have not sufficiently penetrated in foreign marketsto generate satisfactory business therefore, it can be concluded clearopportunity exists in such markets. 5. Interest BankingThe advance in information technology has made banking easier.Business can Effectively carried out through internet banking. d) THREATS 1. NBFCs, Capital Markets and Mutual fundsThere is a huge investment of household savings. The investments inNBFCs deposits, Capital Market Instruments and Mutual Funds areincreasing. Normally these instruments offer better return to investors 2. Changes in the Government PolicyThe change in the government policy has proved to be a threat to thebanking sector. Due to some major changes in policies related todeposits mobilization credit deployment, interest rates- the wholescenario of banking industry may change. 26
  • 27. 3. InflationThe interest rates go down with a fall in inflation. Thus, the investorswill shift his investments to the other profitable sectors 4. RecessionDue to the recession in the business cycle the economy functionspoorly and this has proved to be a threat to the banking sector. Themarket oriented economy and globalization has resulted intocompetition for market share. 27
  • 28. CHAPTER-3 RESEARCH METHODOLOGYTHE STUDY-:Research methodology deals with a systematic and scientific methodsthat can be adopted to solve research problems. Methodology is acrucial step in any research because it directly influences the wholeresearch and its findings. The present study will be carried out to gainan insight into the customer satisfaction level with the quality ofservices provided by public sector banks.Scope of the study:The study would try to throw some insights into the existing servicesprovided by the banks and the gap between the customer expectations,perceptions and the actual state of performance. The results of thestudy would be able to recognize the lacunae in the system and thusprovide key areas where improvement is required for betterperformance and success ratio.Sampling plans:The marketing researcher must design a sampling plan, which callsfor three decisions –A) Sampling unit -Who is to be surveyed?B) Sample size -How many people should be surveyed? 28
  • 29. C) Sampling Procedure - How should the respondents be chosen?SAMPLING PROCESS & SIZE Research being exploratory innature, a simple random & convenient sampling was taken in toconsideration. 100 consumers, CONTACT METHOD Used can bepersonal interviewing.Data Sources:For the research purpose, the researcher does data collection. Forsuccessful efficient marketing research investigation, the researchermust be familiar with the nature of the data as well as the datacollection method.Sources of data collection-:Sources of data collection state the various sources of data fromwhere we collect the information‟s for the comparative analysis.  Primary Data: It is collected through structured questionnaire by conducting survey.  Secondary Data:  Books  websites  database at public sector Bank  library research 29
  • 30. Research Questions:What are the major factors affecting customers‟ satisfaction with thequality of services? What is the level of customer satisfaction with thequality of services provided by public sector, private sector andforeign banks? Do customers switch over to the IT adoption in publicsector banks and to which extent?Research design:A research design is the arrangement of the condition for collectionand analysis of data. Actually it is the blueprint of the researchproject. The research type is descriptive research. The main objectiveof this design is search primary and secondary data. The researchprimarily focuses on the secondary sources and first hand informationthrough focus group interviews. 30
  • 31. CHAPTER-4 DATA ANALYSIS AND INTERPRETATION 5% 11% 29% 55%Interpretation: As per the above graph, Out of 100 respondents 55%respondents falls under the age category of below 30, 29% comesunder the category of 30-40, 11% comes under the category of 40-50,5% comes under the category of above 50. OCCUPATION Professional Business Salaried Retired 3% 36% 41% 20%Interpretation: As per the above graph, Out of the 100 respondents41% comes under the category of professional, 20% respondents falls 31
  • 32. under the occupation category of buiseness, 36% comes under thecategory of salaried,3%comes under the category of retired QUALIFICATION School Graduate Post graduate Professional Degree 4% 18% 38% 40%Interpretation:- 38%of the respondents are school, 40% aregraduate,18% are post graduate,4% have professional degree. ANNUAL INCOME Below 1,00,000 1,00,000 to 5,00,000 5,00,000 to 10,00,000 Above 10,00,000 8% 31% 21% 40%Interpretation: As per the above graph,31% respondents fall underthe category of Income upto below 1,00,000 Indian Rupees, 40% 32
  • 33. respondents under the category of income between 1,00,000-5,00,000,21% respondents under the category of income between 5,00,000-10,00,000 and rest 8% respondents falls under the category above10,00,000. PRODUCT/SERVICE Fixed deposit Current a/c Saving A/C other 1% 4% 29% 66%Interpretation:- 4%of the respondents have fixed deposit, 29% havecurrent account,66% have saving account,1% have opted otherservices of banks. 33
  • 34. BRANCH BANKING. BEHAVIOR OF THE STAFF highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 5% 3% 30% 28% 34%This question is formed to know that people are how much satisfiedwith behavior of the staff in bank.The above figure shows that 34% & 30% respondents are verysatisfied & highly satisfied, ,28% are satisfied, 5% dissatisfied, 3%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 47% are very satisfied with behavior of the staff. TIME TAKEN TO PROCESS THE TRANSACTION highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 10% 3% 20% 25% 42% 34
  • 35. Interpretation:- This question is formed to know that people are howmuch satisfied with time taken to process the transaction in bank.The above figure shows that 42% & 25% respondents are verysatisfied & satisfied, ,20% are highly satisfied, 10% dissatisfied, 3%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 42% are very satisfied with time taken to process thetransaction in bank. WORKING HOURS highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 6% 0% 18% 37% 39%Interpretation:- This question is formed to know that people are howmuch satisfied with working hours of bank.The above figure shows that 39% & 37% respondents are verysatisfied & satisfied, ,18% are highly satisfied, 6% dissatisfied, 0%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 39% are very satisfied with working hours of bank.. 35
  • 36. ATM BANKING ATM NETWORK DISTRIBUTION highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 5% 4% 22% 31% 38%Interpretation:- This question is formed to know that people are howmuch satisfied with ATM network distributionThe above figure shows that 38% & 31% respondents are verysatisfied & highly satisfied, ,22% are satisfied, 5% dissatisfied, 4%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 38% are very satisfied with ATM network distribution. CONTINUOUS SERVICE highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 2% 7% 33% 26% 32%Interpretation:- This question is formed to know that people are howmuch satisfied with continuous service 36
  • 37. The above figure shows that 33% & 32% respondents are highlysatisfied & very satisfied, ,26% are satisfied, 7% dissatisfied, 2%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 33% are highly satisfied with continuous service. VARIETY OF TRANSACTION highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 6% 2% 23% 42% 27%Interpretation:- This question is formed to know that people are howmuch satisfied with variety of transaction.The above figure shows that 42% & 27% respondents are satisfied &very satisfied, ,23% are highly satisfied, 6% dissatisfied, 2% verydissatisfied. Here we come to know that the majority of respondenti.e. 42% are satisfied with variety of transaction.. 37
  • 38. EASE OF SCREEN USE highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 11% 5% 14% 28% 42%Interpretation:- This question is formed to know that people are howmuch satisfied with ease of screen use.The above figure shows that 42% & 28% respondents are satisfied &very satisfied, ,14% are highly satisfied, 11% dissatisfied, 5% verydissatisfied. Here we come to know that the majority of respondenti.e. 42% are satisfied with ease of screen use. GENERAL ASSESSMENT ABOUT THE SERVICE highly satisfied very satisfied satiesfied 7% Disatiesfied very dissatisfied 4% 11% 27% 51%Interpretation:- This question is formed to know that people are howmuch satisfied with general assessment about thr service. 38
  • 39. The above figure shows that 51% & 27% respondents are satisfied &very satisfied, ,11% are dissatisfied, 7% highly satisfied, 5% verydissatisfied. Here we come to know that the majority of respondenti.e. 51% are satisfied with general assessment about thr service. INTERNET BANKING PAGE SETUP/MENU FLOW highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 10% 1% 12% 34% 43%Interpretation:- This question is formed to know that people are howmuch satisfied with page setup/menu flow.The above figure shows that 43% & 34% respondents are verysatisfied & satisfied, ,12% are highly satisfied, 10% dissatisfied,1% very dissatisfied. Here we come to know that the majority ofrespondent i.e. 43% are satisfied with page setup/menu flow.. 39
  • 40. EASE OF USE /NAVIGATION very Disatiesfied dissatisfied highly satisfied 11% 2% 14% very satisfied 25% satiesfied 48%Interpretation:- This question is formed to know that people are howmuch satisfied with ease of use/ navigation.The above figure shows that 48% & 25% respondents are satisfied &very satisfied, ,14% are highly satisfied, 11% dissatisfied, 2% verydissatisfied. Here we come to know that the majority of respondenti.e. 51% are satisfied with ease of use/ navigation.. SPEED OF PAGE LOADING highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 5% 9% 11% 24% 51%Interpretation:- This question is formed to know that people are howmuch satisfied with speed of page loading. 40
  • 41. The above figure shows that 51% & 24% respondents are satisfied &very satisfied, ,11% are dissatisfied, 9% highly satisfied, 5% verydissatisfied. Here we come to know that the majority of respondenti.e. 51% are satisfied with speed of page loading.. VARIETY OF TRANSACTION highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 13% 2% 9% 34% 42%Interpretation:- This question is formed to know that people are howmuch satisfied with variety of transaction.The above figure shows that 42% & 34% respondents are satisfied &very satisfied, ,13% are dissatisfied, 9% highly satisfied, 2% verydissatisfied. Here we come to know that the majority of respondenti.e. 42% are satisfied with variety of transaction. 41
  • 42. GENERAL ASSESSMENT ABOUT THE SERVICE 7% 5% highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 13% 29% 46%Interpretation:- This question is formed to know that people are howmuch satisfied with general assessment about the service.The above figure shows that 46% & 29% respondents are satisfied &very satisfied, ,13% are dissatisfied, 7% highly satisfied, 5% verydissatisfied. Here we come to know that the majority of respondenti.e. 46% are satisfied with general assessment about the service.. MOBILE/TELE BANKING CALL ANSWERING TIME highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 8% 3% 16% 26% 47% 42
  • 43. Interpretation:- This question is formed to know that people are howmuch satisfied with call answering time in bank.The above figure shows that 47% & 16% respondents are verysatisfied & highly satisfied, ,26% are satisfied, 8% dissatisfied, 3%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 47% are very satisfied with call answering time. FLAWLESS/CORRECT OPERATION highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 13% 0% 10% 37% 40%Interpretation:- This question is formed to know that people are howmuch satisfied with flawless/correct operation.The above figure shows that 40% & 37% respondents are satisfied &highly satisfied, ,13% are dissatisfied, 10% highly satisfied, 0% verydissatisfied. Here we come to know that the majority of respondenti.e. 40% are very satisfied with flawless/correct operation. 43
  • 44. UNDERSTANDING AND REPLYING QUERIES CORRECTLY highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 13% 3% 11% 29% 44%Interpretation:- This question is formed to know that people are howmuch satisfied with understanding and replying queries correctly.The above figure shows that 44% & 29% respondents are satisfied &very satisfied, ,13% are dissatisfied, 11% highly satisfied, 3% verydissatisfied. Here we come to know that the majority of respondenti.e. 44% are very satisfied with understanding and replying queriescorrectly. COMMUNICATION SKILLS/POSITIVEAPPROACH highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 12% 3% 8% 30% 47%.Interpretation:- This question is formed to know that people are howmuch satisfied with communication skills/positive approach. 44
  • 45. The above figure shows that 47% & 30% respondents are verysatisfied & satisfied, ,12% are dissatisfied, 8% highly satisfied, 3%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 47% are very satisfied with communicationskills/positive approach. GENERAL ASSESSMENT ABOUT THE SERVICE highly satisfied very satisfied satiesfied Disatiesfied very dissatisfied 9% 5% 10% 23% 53%Interpretation:- This question is formed to know that people are howmuch satisfied with general assessment about the service.The above figure shows that 53% & 23% respondents are satisfied &very satisfied, ,10% are highly satisfied, 9% dissatisfied, 5% verydissatisfied. Here we come to know that the majority of respondenti.e. 53% are very satisfied with general assessment about the service. 45
  • 46. CHAPTER-5 LIMITATIONS & SCOPELIMITATIONS This study is geographically restricted to Dewas city only. The sample size is small due to the specified reasons. Finding is based on sample survey through questionnaires method. Hence there is a scope for the respondents to be biased or, pretentious. Respondents may give biased answers for the required data. Some of the respondents did not like to respond. In our study we have included 100 customers of each bank because of time limit.SCOPE OF THE STUDYThe study would try to throw some insights into the existing servicesprovided by the banks and the gap between the customer expectations,perceptions and the actual state of performance. The results of thestudy would be able to recognize the lacunae in the system and thusprovide key areas where improvement is required for betterperformance and success ratio. 46
  • 47. CHAPTER-6 FINDINGS & CONCLUSIONFINDINGS 4%of the respondents have fixed deposit, 29% have current account,66% have saving account,1% have opted other services of banks. The above analysis shows that 34% & 30% respondents are very satisfied & highly satisfied, ,28% are satisfied, 5% dissatisfied, 3% very dissatisfied. Here we come to know that the majority of respondent i.e. 47% are very satisfied with behavior of the staff. The analysis shows that 42% & 25% respondents are very satisfied & satisfied, ,20% are highly satisfied, 10% dissatisfied, 3% very dissatisfied. Here we come to know that the majority of respondent i.e. 42% are very satisfied with time taken to process the transaction in bank. The analysis shows that 39% & 37% respondents are very satisfied & satisfied, ,18% are highly satisfied, 6% dissatisfied, 0% very dissatisfied. Here we come to know that the majority of respondent i.e. 39% are very satisfied with working hours of bank. The above analysis shows that 38% & 31% respondents are very satisfied & highly satisfied, ,22% are satisfied, 5% dissatisfied, 4% very dissatisfied. Here we come to know that 47
  • 48. the majority of respondent i.e. 38% are very satisfied with ATMnetwork distribution.The above analysis shows that 33% & 32% respondents arehighly satisfied & very satisfied, ,26% are satisfied, 7%dissatisfied, 2% very dissatisfied. Here we come to know thatthe majority of respondent i.e. 33% are highly satisfied withcontinuous service.The analysis shows that 42% & 27% respondents are satisfied &very satisfied, ,23% are highly satisfied, 6% dissatisfied, 2%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 42% are satisfied with variety of transaction.The analysis shows that 42% & 28% respondents are satisfied& very satisfied, ,14% are highly satisfied, 11% dissatisfied,5% very dissatisfied. Here we come to know that the majority ofrespondent i.e. 42% are satisfied with ease of screen use.The analysis shows that 51% & 27% respondents are satisfied& very satisfied, ,11% are dissatisfied, 7% highly satisfied,5% very dissatisfied. Here we come to know that the majority ofrespondent i.e. 51% are satisfied with general assessment aboutthr service.The above analysis shows that 43% & 34% respondents are verysatisfied & satisfied, ,12% are highly satisfied, 10%dissatisfied, 1% very dissatisfied. Here we come to know thatthe majority of respondent i.e. 43% are satisfied with pagesetup/menu flow.. 48
  • 49. The above figure shows that 48% & 25% respondents aresatisfied & very satisfied, ,14% are highly satisfied, 11%dissatisfied, 2% very dissatisfied. Here we come to know thatthe majority of respondent i.e. 51% are satisfied with ease ofuse/ navigation.The analysis shows that 51% & 24% respondents are satisfied& very satisfied, ,11% are dissatisfied, 9% highly satisfied, 5%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 51% are satisfied with speed of page loading.The analysis shows that 42% & 34% respondents are satisfied& very satisfied, ,13% are dissatisfied, 9% highly satisfied, 2%very dissatisfied. Here we come to know that the majority ofrespondent i.e. 42% are satisfied with variety of transaction.The above analysis shows that 47% & 16% respondents are verysatisfied & highly satisfied, ,26% are satisfied, 8% dissatisfied,3% very dissatisfied. Here we come to know that the majority ofrespondent i.e. 47% are very satisfied with call answering time.The analysis shows that 40% & 37% respondents are satisfied& highly satisfied, ,13% are dissatisfied, 10% highly satisfied,0% very dissatisfied. Here we come to know that the majority ofrespondent i.e. 40% are very satisfied with flawless/correctoperation.The above figure shows that 44% & 29% respondents aresatisfied & very satisfied, ,13% are dissatisfied, 11% highlysatisfied, 3% very dissatisfied. Here we come to know that the 49
  • 50. majority of respondent i.e. 44% are very satisfied with understanding and replying queries correctly.REASON OF DISSATISFACTION IN PUBLIC SECTORBANKS Behavior and attitude of the staff in public sector banks is the first reason of customer dissatisfaction. Time taken to process the transaction is the second reason of customer dissatisfaction. Many of the services are not provided by the Public sector banks when compared with the Private sector banks e.g. ATM Banking is not provided by Union Bank of India. Internet Banking and Mobile banking is also not provided by many of the Public sector banks. Continuous services are not provided by ATM machines installed by various Public sector banks.CONCLUSIONThus, the banking sector in India is undergoing major changes due tocompetition and the advent of technology. The customer is lookingfor better quality services which enhance his/her satisfaction. Thatwhy Banks should continually assess and reassess how customersperceive bank services so as to know whether the bank meets or 50
  • 51. exceeds or is below the expectations of their customers. Such anappraisal, however, is a tedious task because customer service iscomplex in nature and dynamic in action. Moreover, it can varygreatly from one branch to another. Also, what is good service todaymay become indifferent service tomorrow and bad service the nextday. Frequent customer surveys, therefore, throw light on ratificationand refinement which will go a long way to improve the servicequality in banks. 51
  • 52. CHAPTER-7 RECOMMENDATIONSThe staff should be adequately trained to deal with the customeron one to one basis.Many public sector banks need to revive their infrastructure tohave pace with the competing environment.Many of the services needs improvement in public sector bankse.g. ATM facilities.Staff should be adequately trained to encourage face to facedealing.Staff should be friendly and approachable.Clearly defined customer policy should be adopted by the banks.Customer‟s needs should be anticipated in advance so that theycan be helped out in a better way.Treat your customers like your friends and theyll always comeback.Honors your promises. 52
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  • 58. ANNEXURE QUESTIONNAIRE Dear Respondents, I am doing a study on “customer satisfaction in public sector banks”. In this connection I request you to read the following items carefully and answer them. The answers your give will be held confidential and used purely for academic purpose. Please put a tick mark corresponding on your choice. I thank you for your time. 1 NAME (Optional)-: ……………………….. 2 BANK NAME-: ……………………………. Please fill personal information-:Age Below 30 30-40 40-50 Above 50Gender Male FemaleOccupation Professional Business Salaried RetiredMarital status Married UnmarriedQualification School Graduate Post Professional graduate DegreeAnnual Below 1,oo,ooo to 5,00,000 to Above 10,00,000income 1,00,000 5,00,000 10,00,000 58
  • 59. Which Fixed Current Saving Otherservices you deposit account accountare takingfrom thebank Branch Banking How would you describe your views about branch banking? Please tick in the appropriate column. (1:highly satisfied/2:very satisfied/3:satisfied/4:dissatisfied/5:very dissatisfied) 1 2 3 4 5 Behavior of the staff Time taken to process the transaction Working hours ATM Banking How would you describe your views about ATM Banking services? Please tick in the appropriate column. 59
  • 60. (1:highly satisfied/2:very satisfied/3:satisfied/4:dissatisfied/5:verydissatisfied) 1 2 3 4 5ATM network distributionContinuous serviceVariety of transactionsEase of screen useGeneral assessment about theservicesInternet BankingHow would you describe your views about internet bankingservices? Please tick in the appropriate column.(1:highly satisfied/2:very satisfied/3:satisfied/4:dissatisfied/5:verydissatisfied) 1 2 3 4 5Page setup/menu flowEase of use/navigationSpeed of page loadingVariety of transactionsGeneral assessment about theservices 60
  • 61. Mobile/Tele BankingHow would you describe your views about customer servicerepresentatives? Please tick in the appropriate column.(1:highly satisfied/2:very satisfied/3:satisfied/4:dissatisfied/5:verydissatisfied) 1 2 3 4 5Call answering timeFlawless/correct operationUnderstanding and replying queriescorrectlyCommunication skills/ positiveapproachGeneral assessment about the service CHETAN GEHLOT 61

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