3. LITERATURE REVIEW
● Banks are providing new innovative techniques of satisfying
customers, such as online system and internet banking, telephone and
call centre(Ndubisi,O, 2004).
● The one of essential factor of the strategy of any organization is the
customer’s satisfactions because customers are the ultimate source of
company’s revenue.(Khattak and Rehman, 2010).
● Only few innovations have revolutionized the banking sector as fast
as the E-banking has done. (Chavan, 2013)
4. OBJECTIVE
➔ To study the Indian banking sector and
performance of Indian banks
➔ To Analyse the service provided by the bank
➔ To determine level of customer satisfaction and
expectation
5. RESEARCH METHODOLOGY
The study is a Descriptive research
Type of research: Quantitative
Sources of the Data:
· Primary data
· Secondary data
Research tools- Survey questionnaire
Sample population- Borivali Region
Sampling technique- Convenience sampling
Sample size -100 Respondent
Statistical Technique - Chitest, Regression test.
6. NEED FOR STUDY
● The study pertaining to the literature covered various geographical area
but did not consider study regarding a specific area i.e. Borivali region. So
this research is carried on to find out Customer satisfaction from the
various banking services.
GAP
● To have any overall study on banking and customer satisfaction.
PROBLEM STATEMENT
19. Hypothesis
Ho : There is no relationship between quality of the banking services and current use of
banking services
H1: There is relationship between quality of the banking services and current use of
banking services
P value <Alpha value i.e 0.05
Chi test
21. Hypothesis
Regression
Ho: There is no relationship between satisfaction with services provided by the bank and
recommending it to your friend or colleague
H1: There is a relationship between satisfaction with services provided by the bank and
recommending it to your friend or colleague
R Square is very less
23. LIMITATION
➔ The report has been conducted within a limited time frame
➔ The study is limited to the customer of borivali region
➔ Only selected branches and banks have been considered for the study
➔ The sample of size is limited to 100 only and the sample size may not represent
whole market.
24. CONCLUSION
·
➢ Most of the people uses the facilities once in month or twice.
➢ There is a relation between the customer station and the
recommendation to others.
➢ Most of the people select private banks because of convenience and
ease of access.
