A Study On Customer Satisfaction Towards HDFC Bank In Agra City
Dushyant kumar(010)
1. A major research project on
“A study of Customer preference of SBI& BOI
bank ATM”
Submitted by:-
DUSHYANT KUMAR
MBA 4th
Sem
Roll no.11020013
Submitted to:-
PROF.KUMKUM SINHA
3. 3
A customer (also known as a client, buyer, or purchaser) is the recipient of a good, service,
product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable
consideration. Customers are generally categorized into two types:
•An intermediate customer or trade customer (more informally: "the trade") who is a dealer
that purchases goods for re-sale.
•An ultimate customer who does not in turn re-sell the things bought but either passes them
to the consumer or actually is the consumer.
4. 4
Customer satisfaction
Customer satisfaction, a term frequently used in marketing, is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals”.
In a survey of nearly 200 senior marketing managers, 71 percent responded that
they found a customer satisfaction metric very useful in managing and monitoring
their businesses.
5. 5
An ATM (Automatic or Automated Teller Machine) is a computerized machine
designed to dispense cash to bank customers without need of human interaction.
The ATM can also take deposits, transfer money between bank accounts and
provide other basic financial services.
The idea of self-service in retail banking developed through independent and
simultaneous efforts in Japan, Sweden, the United Kingdom and the United States.
In the USA, Alex Robertson has been credited with developing and building the
first automatic teller machine (which didn't dispense cash).There is strong evidence
to suggest that Simjian worked on this device before 1939 while his 132nd patent
(US3079603) was first filed on 30 June 1960 (and granted 26 February 1963). The
rollout of this machine, called Bankograph, was delayed by a couple of years, due
in part to Simjian's Reflectone Electronics Inc. being acquired by Universal Match
Corporation.An experimental Bankograph was installed in New York City in 1939
by the City Bank of New York, but removed after 6 months due to the lack of
customer acceptance.
6. 6
A bank is a financial institution which deals with deposits and advances
and other related services. It receives money from those who want to
save in the form of deposits and it lends money to those who need it.
The key players of the ‘BANK ATM’ in India market….
•State Bank of India
•State Bank of Bikaner & Jaipur
•State Bank of Hyderabad
•State Bank of Mysore
• State Bank of Patiala
• State Bank of Travancore
•Allahabad Bank
• Andhra Bank
• Bank of Baroda
• Bank of India
• Bank of Maharashtra
•Canara Bank
• Central Bank of India
•Corporation Bank
• Dena Bank
•IDBI Bank
•Indian Bank
8. 8
State Bank of India (SBI) is a banking and financial services company based in
India. It is a state-owned corporation with its headquarters in Mumbai, Maharashtra.
As of March 2012, it had assets of US$360 billion and 14,119 branches, including
173 foreign offices in 37 countries across the globe making it the largest banking and
financial services company in India.
The bank traces its ancestry to British India, through the Imperial Bank of India, to
the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank
in the Indian Subcontinent. Bank of Madras mergsed into the other two presidency
banks—Bank of Calcutta and Bank of Bombay—to form the Imperial Bank of India,
which in turn became the State Bank of India. The Government of India nationalised
the Imperial Bank of India in 1955, with the Reserve Bank of India taking a 60%
stake, and renamed it the State Bank of India. In 2008, the government took over the
stake held by the Reserve Bank of India. SBI has been ranked 285th in the Fortune
Global 500 rankings of the world's biggest corporations for the year 2012.
9. 9
Bank of India was founded on 7th September, 1906 by a group of eminent
businessmen from Mumbai. The Bank was under private ownership and
control till July 1969 when it was nationalized along with 13 other banks.
Beginning with one office in Mumbai, with a paid-up capital of Rs.50 lakh
and 50 employees, the Bank has made a rapid growth over the years and
blossomed into a mighty institution with a strong national presence and
sizable international operations. In business volume, the Bank occupies a
premier position among the nationalized banks.
It has 4157 branches as on 21/04/2012, including 29 branches outside
India, and about 1679 ATMs. BOI is a founder member of SWIFT
(Society for Worldwide Inter Bank Financial Telecommunications),
which facilitates provision of cost-effective financial processing and
communication services.
10. 10
The objective of an ATM machine is to provide anytime or Automated Banking
services to the bank customers without the customer having to make a trip to the
bank. Some of the services an ATM provides are:
•Cash withdrawal
•Accept Deposits
•Issue Balance Statements
•Pre-paid mobile recharge
•Money Transfer
•Buying Insurance
11. 11
To find out the preference level of customer of BOI ATM.
To find out the preference level of customer of SBI ATM.
To compare between the brand preference of BOI& SBI
ATM .
12. 12
Earlier research by Brownlie, (1989) has recommended that some consumers have positive
attitudes towards ATMs based on dominant perceptions of convenience/accessibility/ease of use.
Reichheld and Sasser (1990) have recognized the benefits that customer retention delivers to a
bank. For instance, the longer a customer stays with a bank the more utility the customer
generates. This is a result of a number of factors relating to the time the customer spends with a
bank. These comprise the higher initial costs of introducing and attracting a new customer,
increases in both the value and amount of purchases, the customer's better understanding of the
bank, and positive word-of-mouth promotion.
Fornell (1992), in his research of Swedish consumers, observations that although customer
satisfaction and quality become visible to be important for all companies, satisfaction is more
important for loyalty in industries such as, insurance, , automobiles, mail order and banks.
13. 13
Levesque and McDougall (1996) indicate that customer satisfaction and retention are
critical for retail banks. They study the major determinants of customer satisfaction
(situational factors, service quality, service features, and customer complaint handling), and
future intentions in the retail bank sector.
Wong and Kanji (2001) discussed and experienced an extended customer satisfaction model
in the retail-banking industry in Hong Kong. They built the extended model on the thought
that evaluation of customer satisfaction in the retail banking industry is a function of overall
customer expectation, perceived value and quality perception, whereas customer loyalty is a
function of both perceived value and customer satisfaction.
14. 14
Research type:-This research is descriptive research. It is a based on primary data.
Sampling size:-100
Research unit:-Indore city
Sampling method:-convenience sampling.
Population:-Indore city
Tools for data collection:-questionnaire(primary data has been collected using the
questionnaire to be filled by the Respondents of both service providers).
Sampling method
The researcher has adopted the Random Sampling Method, and it was much careful
to ensure that the sample represents the whole area of the study. A sample of 100
respondents has been selected for the study by using Random sampling method.
Expected outcomes
•This research will be helpful to know these Bank performance.
•Which Bank’s service is more satisfied by people?
15. 15
QN.1:-ATM service of which bank you are using?
QN.2:-Which type of ATM card you are using currently?
QN.3:-How many years you are using the ATM facility?
QN.4:- Are you satisfied with bank ATM facility?
QN.5:-Are you satisfy with your choose bank ATM facility?
QN.6:-Are you satisfied with account opening procedure and collection of ATM, both?
QN.7:-Are you satisfied with the minimum balance in the account to validation of ATM card?
QN.8:-What is your opinion about the staff in the light of product & service awareness?
QN.9:-Are you satisfied with location of ATM machine?
QN.10:-Are you satisfied ATM services?
16. 16
QN.11:-Are you satisfied with staff member of chosen bank ATM facility?
QN.12:-Staff member provide the up-to-date material “Boucher”.
QN.13:-The staffs consider your basic objective.
QN.14:-What do you feel about the internet banking facility of the bank?
QN.15:-How would you desirable your view about branch banking?
QN.16:-Are you satisfied with your financial transaction with the bank ATM facility?
QN.17:-Do you agree that the services as per your requirement?
QN.18:-Are you satisfied with e-banking services provided by bank ATM charges?
QN.19:-Are you satisfied with ATM to ATM transfer money of the bank?
QN.20:-Are you satisfied with the security of your personal information from the end of bank?
QN.21:-Are you satisfied with instant updating of the transactions and other information related
to your account from the end of the bank?
