1. Project Title:
“CUSTOMER PERCEPTION TOWARDS SATISFACTION OF
ICICI BANK
WITH STATE BANK OF INDIA”
SUBJECT: BUSINESSRESEARCHMETHODOLOGY
SUBMITED BY;
AMAN KUMAR GUPTA
DEEPANSHU BHATIA
KARAN BHARDWAJ
PRATYUSH SINGH SENGAR
DIPTHARTHA DEY
(MBA-3)
2. PROBLEM STATEMENT
“Understanding the level of Customer Satisfaction and
preference towards Private sector and Public Sector
Banks, considering ICICI Bank and SBI Bank, (major
players in Public and Private Sector Banks).”
3. RESEARCH GAP
Formulation of Relationship between
satisfaction offered services of the bank.
Weather customer are willing to move to
another bank if provided better services than
existing.
4. Research Process
FORMULATION OF RESEARCH OBJECTIVES
HYPOTHESIS/RESEARCH QUESTION
STUDY OF CONCEPTS/THEROY/FRAMEWORK
PREVIOUS LITERATURE AND SURVEY
OPPORTUNITY
Define Research
PROBLEM
5.
6. ABSTRACT
The present study was undertaken to know the preference of the customers towards ICICI
Bank and State Bank of India (SBI).The main problem of the customers is they are not well
aware of the services provided by their banks. The study also force on the customer
perception that how the banking service can be improved. In our study we have used
both primary sources of data and secondary sources of data. During project we came to
know that both the banks are highly preferred by the customers but the preference is
different upto some extent towards the service of these banks.
7. OBJECTIVES OF THE STUDY
1. TO KNOW PREFERENCE OF CUSTOMERS REGARDING PUBLIC
SECTOR BANK AND PRIVATE SECTOR BANK
2. TO ANALYZE WHICH SERVICE INFLUENCES THE CUSTOMER
MOST WHILE SELECTING BANK
8. LITERATURE REVIEW
In this research we are going to conduct about consumer behaviour towards Private
and Public Sector Banks.
The study was based on Customer Relationship Management in ICICI and SBI Bank, The
respondents have shown unfavourable views with respect to banking experience,
transaction accuracy and promptness.
However, customers share positive views concerning bank trustworthiness and accuracy
of banking solutions. Therefore, it can be argued that customers trust their bank.
Indeed, trust is seen as a critical construct in a range of discipline areas including CRM.
A comparison of public and private sector banks of India in which research is done to
compare public and private sector banks of India by evaluating their customer
satisfaction. This research is mainly based on primary data which has been collected
through a well-structured questionnaire (adapted from three different studies).
The questionnaire has been distributed to 100 different respondents. This paper makes a
useful contribution as there are very low number of studies has been conducted in India
on such areas like price, technology, reliability, customer service, location and
infrastructure. Their findings says that most of people prefer to deal with public sector
banks due to safety and reliability factors.
9. HYPOTHESIS OF THE STUDY
1. THE CUSTOMERS GIVE EQUAL IMPORTANCE TO ALL
ATTRIBUTES RELATED TO :
TRADITIONAL USER
BRAND INFLUENCE
SERVICE SATISFACTORY
NET BANKING FACILITY
ATM SERVICES
LOCATION ADVANCES
EARLY CHAQUE CLEARANCE
LOAN SEVICES
OVERALL SERVICES
2. The public sector banks are able to bring greater preference to the
customers than private sector banks in terms of security and
commitment.
3. Employees of ICICI bank and SBI Bank are more efficient in
providing services to customers.
10. VARIABLES:
DEPENDENT VARIABLES: CUSTOMER SATISFACTION IS DEPENDENT ON
OTHER FACTOR I.E. CUSTOMER RELATIONSHIP, PERFORMANCE AND
SERVICE OF BANK .
INDEPENDENT VARIABLES: SERVICES PROVIDED BY RESPECTIVE BANK.
MEDIATING(INTERVENING VARIABLES):CUSTOMER PERCEPTION .
MODERATING VARIABLES: CUSTOMER INCOME LEVEL.
11. RESEARCH TYPE: CONCLUSIVE
RESEARCH DESIGN
Descriptive Research Design-
Understanding and describing the attributes towards customer
satisfaction of private sector and public sector banks.
Particularly considering ICICI Bank (Private Sector) and SBI Bank (Public
Sector)
Single Cross Sectional Research Design-
Study of PIBM Students on Satisfaction towards ICICI bank and SBI Bank
for 10 days.
12. SAMPLING DESIGN
TARGET POPULATION: THE POPULATION WAS FINITE IN THIS STUDY, SINCE THE
POPULATION OF PUNE CITY IS CERTAIN AND CAN BE COUNTED.
SAMPLING UNIT: THE SAMPLING UNIT IS EACH MEMBER OF TARGET
POPULATION WHO IS DEALING WITH OR PREFER TO DEAL WITH SBI AND ICICI
BANK.
SAMPLING SIZE: THE SAMPLE SIZE FOR THE STUDY WAS 100 INDIVIDUALS.
SAMPLING METHOD: STRATIFIED SAMPLING METHOD (PROBABILITY) IS USED.
PROPORTIONATE STRATIFIED SAMPLING IS USED IN PROBABILITY SAMPLING.
13. DATA COLLECTION:
Primary data: Primary data was collected by means of
questionnaires through google form.
Secondary data: secondary data collected by referring to
various books, journals and internet
14. QUESTIONAIRE
Customer Satisfaction Towards SBI & ICICI Bank
1. Name
2. Gender A. Male B. Female
3. Age A. Less than 25 B. 25 - 35
C. 35 - 45 D. 45 – 55
4. Occupation A. Service B. Business
C. Professional D. Student
E. House wife
15. 5. Which Bank would you prefer dealing with ?
A. SBI B. ICICI
6.What was satisfaction level that you choose this particular bank ?
1. I have a traditional bank account with the same bank
2. The brand name of the bank
3. The excellent service offered by this bank
4. ATM services
5. Net banking facility
6. Location advantages
8. How many years are you with this bank?
A. Less than 1year B. 1 to 2 years
C. 3 to 5 years D. More than 5 years
16. 9. What is the main reason that you typically visit your bank branch ?
1. To make a deposit
2. To get advice for investment
3. To inquire about a balance
4. To withdraw cash
5. Any other
10. Which facility satisfies you most ?
A. ATM
B. Interest package
C. Loan
D.NET banking
E. Early cheque clearance
F. phone banking
11. If you are provided with better services by optional bank. Would you like to move to another bank ?
A. YES B. NO
12. How would you rank the overall services ?
1. Excellent 2. Good
3. Satisfactory 4. Average
5. Poor
Suggestions :
17. SCALING TECHNIQUES USED IN
QUESTIONNARE
BASIC-
ORDINAL SCALING (RANKING SCALE)
ADVANCE-
NON-COMPARATIVE SCALING
ITEMISED RATING SCALE- LIKERT SCALE (5 POINT RATING SCALE)
{ADVANCE VERSION OF INTERVAL SCALE)
18. REFERENCES
Huck, S. (2012). Reading statistics and research (6th ed.). USA: Pearson.
Sekaran, U. (2006). Research methods for business: A skill building
approach (6th ed.). India: Wiley.
Donald R Cooper, J k Sharma, Business Research method (11th Edition), Mc
Grew Hill education.
Official website of SBI and ICICI .
Research gate.
Links from google
Quora
