A STUDY ON CUSTOMER SATISFACTION TOWARDS

BANKING SERVICE
Submitted in partial fulfillment of the requirement for the award of

Bachelor of Business Administration

by

P.MADHUPRIYA
(38280058)

SCHOOL OF BUSINESS ADMINISTRATION

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY
(DEEMED TO BE UNIVERSITY)
Accredited with Grade “A” by NAAC I 12B Status by UGC I Approved by AICTE
JEPPIAAR NAGAR, RAJIV GANDHI SALAI,
CHENNAI - 600 119

Apirl- 2021

1
 SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY(DEEMED TO BE UNIVERSITY)
Accredited with Grade “A” by NAAC
JEPPIAAR NAGAR, RAJIV GANDHI SALAI, CHENNAI - 600 119
www.sathyabama.ac.in

SCHOOL OF BUSINESS ADMINISTRATION

BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of P.MADHUPRIYA
(38280058) who have done the project work entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS BANKING SERVICE” under my supervision from
January 2021 to 6th March 2021.

MS.M.JAYASEELY
(Internal Guide)

Dr. BHUVANESWARI G
Dean – School of Business Administration

Submitted for Viva voce Examination held on

Internal Examiner Externa lExaminer

1
 ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to Board of Management

of SATHYABAMA for their kind encouragement in doing this project and for
completing it successfully. I am grateful to them.
I convey my sincere thanks to Dr. Bhuvaneswari G., Dean – School of
Business Administration and Dr.Palani A.,Head,School of Business Administration
for providing me necessary support and details at the right time during the
progressive reviews.
I would like to express my sincere and deep sense of gratitude to my
Project Guide Ms.M.JAYASEELY for her valuable guidance, suggestions and
constant encouragement paved way for the successful completion of my project
work.
I wish to express my thanks to all Teaching and Non-teaching staff
members of the School of Business Administration who were helpful in many ways
for the completion of the project.

P.MADHUPRIYA

3
 DECLARATION

I MADHUPRIYA.P (Reg.No.38280058) here by declare that the Project Report

entitled “A STUDY ON CUSTOMER SATISFACTION TOWARDS BANKING
SURVICE ” done by me under the guidance of Ms.M.JAYASEELY is submitted in
partial fulfillment of the requirements for the award of Bachelor of Business
Administration degree.

PLACE: MADHUPRIYA P
DATE:

4
 TABLE OF CONTENTS
CHAPTER NO. TITLE PAGE NO.
ABSTRACT I
LIST OF TABLES Ii
LIST OF CHARTS Iii
INTRODUCTION
1 1.1 Introduction About The Study 1
1.2 Industry Profile 3
1.3 Need of the study 14
1.4 Scope of the study 15
1.5 Objective of the study 15
1.3 Company Profile 5
1.4 product profile 9
2 REVIEW OF LITERATURE
2.1 Review Of Literature 15
3 RESEARCH METHODOLOGY
3.1Research Design 22
3.2 Sources Of Data 22
3.3 Structure Of Questionnaire 23
3.4Sampling Technique 23
3.5 Period Of Study 23
3.6Analytical Tools 23
3.7Limitations Of The Study 23
4 DATA ANALYSIS AND INTERPRETATION
4.1 Percentage Analysis 30
5 5.1 Findings 32
5.2 Suggestions 33
5.3 Conclusions 34
REFERENCE 34
APPENDIX –(Questionnaire) 35

5
 ABSTRACT

Now a day’s banking has changed because banking services are no more
based on Brick and mortar structure. Due to Continues growth of technology,
increasing customer base, evolution of alternate banking channels, has changed
the way of banking services, so hence the customer satisfaction. Banking is a
customer-oriented service industry and customer satisfaction has become the most
important aspect of any banking business due to immense competition. Banks are
more determined to retain their existing customers by providing quality services
leading to customer satisfaction. This can be done by intuitions analyzing quality
control and assurance measure as well a a strong monitoring and evaluation
system for the services quality.

6
 LIST OF TABLES

TABLE NO. PARTICULARS PAGE NO.

4.1.1 PERCENTAGE ANALYSIS 35
4.1.2 36
NO OF THE RESPONDENTS BASED ON
GENDER

4.1.3
37
NO OF THE RESPONDENTS
4.1.4 NO OF THE RESPONDENTS BASED ON 38
EMPLOYEMENT
4.1.5 NO OF THE RESPONDENTS BASED ON BANK 39
4.1.6 NO OF THE RESPONDENTS BASED ON 40
PARTICULARS
4.1.7 NO OF THE RESPONDENTS 41
4.1.8 NO OF THE RESPONDENTS BASED ON 42
SUGESTIONS
4.1.9 NO OF THE RESPONDENTS BASED ON 43
ACCOUNT TYPE

4.1.10 NO OF THE RESPONDENTS BASED ON

RESULTS 44

4.1.11 NO OF THE RESPONDENTS BASED ON

45
FACILITIES

7
LIST OF CHARTS
TABLE NO. PARTICULARS PAGE NO.
4.1.1 PERCENTAGE ANALYSIS 35
4.1.2 36
NO OF THE RESPONDENTS BASED ON
GENDER

4.1.3
37
NO OF THE RESPONDENTS
4.1.4 NO OF THE RESPONDENTS BASED ON 38
EMPLOYEMENT
4.1.5 NO OF THE RESPONDENTS BASED ON BANK 39
4.1.6 NO OF THE RESPONDENTS BASED ON 40
PARTICULARS
4.1.7 NO OF THE RESPONDENTS 41
4.1.8 NO OF THE RESPONDENTS BASED ON 42
SUGESTIONS
4.1.9 NO OF THE RESPONDENTS BASED ON 43
ACCOUNT TYPE

4.1.10 NO OF THE RESPONDENTS BASED ON

RESULTS 44

4.1.11 NO OF THE RESPONDENTS BASED ON

45
FACILITIES

8
 CHAPTER - 1
1.1 INTRODUCTION TO BANKING IN INDIA
The banking section will navigate through all the aspects of the Banking System in
India. It will discuss upon the matters with the birth of the banking concept in the country
to new players adding their names in the industry in coming few years.
The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association
(IBA)and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well
defined under three separate heads with one page dedicated to each bank.
However, in the introduction part of the entire banking cosmos, the past has been well
explained under three different heads namely:
• History of Banking in India
• Nationalization of Banks in India
• Scheduled Commercial Banks in India

HISTORY OF BANKING IN INDIA

Without a sound and effective banking system in India it cannot have a healthy
economy.The banking system of India should not only be hassle free but it should be
able to meet new challenges posed by the technology and any other external and
internal factors.
For the past three decades India's banking system has several outstanding
achievements to its credit. The most striking is its extensive reach. It is no longer
confined to only metropolitans or cosmopolitans in India. In fact, Indian banking
system has reached even to the remote corners of the country. This is one of the
main reasons of India's growth process.
The first bank in India, though conservative, was established in 1786. From 1786 till
today,the journey of Indian Banking System can be segregated into three distinct
phases.They are as mentioned below:
• Early phase from 1786 to 1969 of Indian Banks

• Nationalization of Indian Banks and up to 1991 prior to Indian banking sector

Reforms.

9
 • New phase of Indian Banking System with the advent of Indian Financial&
Banking Sector Reforms after 1991

SCHEDULED COMMERCIAL BANKS IN INDIA

• The commercial banking structure in India consists of:

• Scheduled Commercial Banks in India
• Unscheduled Banks in India
Scheduled Banks in India constitute those banks which have been included in the
Second Schedule of Reserve Bank of India (RBI) Act, 1934. RBI in turn includes only
those banks in this schedule which satisfy the criteria laid down vide section 42 (6) (a)
of the Act.
As on 30th June, 1999, there were 300 scheduled banks in India having a total
network of64,918 branches. The scheduled commercial banks in India comprise of
State bank of Indiaand its associates (8), nationalized banks (19), foreign banks (45),
private sector banks (32), co-operative banks and regional rural banks.
"Scheduled banks in India" means the State Bank of India constituted under the State
Bankof India Act, 1955 (23 of 1955), a subsidiary bank as defined in the State Bank of
India (Subsidiary Banks) Act, 1959 (38 of 1959), a corresponding new bank
constituted under section 3 of the Banking Companies (Acquisition and Transfer of
Undertakings) Act, 1970(5 of 1970), or under section 3 of the Banking Companies
(Acquisition and Transfer of Undertakings) Act, 1980 (40 of 1980), or any other bank
being a bank included in the Second Schedule to the Reserve Bank of India Act, 1934
(2 of 1934), but does not includea co-operative bank".
"Non-scheduled bank in India" means a banking company as defined in clause (c) of
section 5 of the Banking Regulation Act, 1949 (10 of 1949), which is not a scheduled
bank"

10
THE FOLLOWING ARE THE SCHEDULED BANKS IN INDIA (PUBLIC SECTOR):

• State Bank of India

• State Bank of Bikaner and Jaipur
• State Bank of Hyderabad
• State Bank of Indore
• State Bank of Mysore
• State Bank of Saurashtra
• State Bank of Travancore
• Andhra Bank
• Allahabad Bank
• Bank of Baroda
• Bank of India
• Bank of Maharashtra
• Canara Bank
• Central Bank of India
• Corporation Bank
• Dena Bank

THE FOLLOWING ARE THE SCHEDULED BANKS IN INDIA (PRIVATE SECTOR):

• ING Vysya Bank Ltd

• Axis Bank Ltd
• Indusind Bank Ltd
• ICICI Bank Ltd
• South Indian Bank
• HDFC Bank Ltd
• Centurion Bank Ltd
• Bank of Punjab Ltd
• IDBI Bank Ltd

THE FOLLOWING ARE THE SCHEDULED FOREIGN BANKS IN INDIA:

• American Express Bank Ltd.

• ANZ Gridlays Bank Plc.
• Bank of America NT & SA
• Bank of Tokyo Ltd.
• Banquc Nationale de Paris
• Barclays Bank Plc
• Citi Bank N.C.
• Deutsche Bank A.G.
• Hongkong and Shanghai Banking Corporation
• Standard Chartered Bank.

11
BANKING SERVICES IN INDIA

With years, banks are also adding services to their customers. The Indian banking
industry is passing through a phase of customers market.

The customers have more choices in choosing their banks. A competition has been
established within the banks operating in India.
With stiff competition and advancement of technology, the services provided by banks
have become easier and more convenient.
The past days are witness to an hour wait before withdrawing cash from accounts or a
cheque from north of the country being cleared inone month in the south.
This section of banking deals with the latest discovery in the banking instruments
along with the polished version of their old systems.
HISTORY OF THE BANK
l and offers products an seDvara kgfs was in corporate in august 2008 by
dvara trust, a private trust set up with the mission to ensure that every individual
and every enterprise has complete access to financial services. Dvara kgfs works
to achive this goal by setting up network of branches in remote rural areas that
offer a range of financial product and service.

Individual customers and enterprises in remote rural areas the

organization instills this mission into business by facilitating and originating
financial products services on behalf of financial in institutions (NBFCS and banks)
through unique branch-based business model called kshetriya Gramin financial
service. (KGFS:KGFS translates to regional rural financial services).Dvara KGFS
follows a customer-centric modervices through a “Wealth Management”

12
clearly defined geo graphical area spread over a contiguous of 5 million on the
distribution front, we partner with banks and other financial institution under the direct
origination model, serving as a business correspondent9(BC) are collected to
generate a financial report.
Dvara kgfs has achived significant growth in customers, assests under management
and profitability.

Out of enrolled customer base of 1.1m customers, served 4.9lakhs customer

through a network of 221 branches as at the end of march 2019 as part of our geo
graphical diversification strategy event as we continue to add new states outside
TamilNadu, the company acquired varam capital and through that foot-print in
chattisgarh.

The acquisition also gave as entrepreneurial leaders and a robust technology

platform. From a governance perspective our company had applied for a change of
name from pudhuarru financial services private limited to dvara kgfs services private
limited.registar of companies approved the change on november 1\2018 the same
year\the company under took a significant simplification of members of the
board\particularly the independent directors\for their guidance and support. Another
crucial building block of the growth plan was to infuse capital into the company so that it
has a strong balance sheet to deliver is growth plan.
The company embarked on a found raise program and it was good to see active interest
accompanied by a program.

The primary right program from marquee investors in the company. It was
also very satisfying to see existing investors re-affirm their commitment to the
company. The company successfully closed it’s rights issue in September 2018 with
participation from all the existing investors including dvara trust. The rights issued was
todo a primary raise through external investors. The primary right program.

13
1.2 INDUSTRY PROFILE

The modern banking industry is a network of financial institutions

licensed by the state to supply banking services. The principal services
offered relate to storing, transferring, extending credit against, or managing
the risks associated with holding various forms of wealth. The digital
payments system in India has evolved the most among 25 countries with
India’s Immediate Payment Service (IMPS) being the only system at level
five in the Faster Payments Innovation Index (FPII). Today the banking
industry has become an integral part of any nation’s economic progress
and is critical for the financial wellbeing of individuals, businesses, nations,
and the entire globe. In this article, we will provide an overview of key
industry concepts, main sectors, and key aspects of the banking industry’s
business model and trends. Banks are a subset of the financial services
industry and play an important role in the global economies. They are a key
player in stimulating economic growth. Banking is an important
undertaking.

1.3 NEED OF THE STUDY

• The deeper the company understands of consumer’s needs and

satisfaction, earlier the product or service is introduced ahead of
competition, the greater the expected contribution margin. Hence the study
is very important
• This study will help companies to customize the service and product,
accordingto the consumer’s need
• This study will also help the companies to understand the experience
expectations of the existing customers

• This Study will help us to understand the consumer’s satisfaction about

banking services and products.

14
1.4SCOPE OF THE STUDY
This study is limited to the consumers with in New Delhi city. The study will
be able to reveal the preferences, needs, satisfaction of the customers regarding the
banking services, It also help banks to know whether the existing products or
services the are offers are really satisfying the customer need

1.5OBJECTIVE OF THE STUDY:

1.5.1 PRIMARY OBJECTIVE:

A study on customer satisfaction towards banking service

1.5.2 SECONDARY OBJECTIVE:

• To analyze consumer perception about online banking service
• To give findings and suggestion
• To know the satisfaction level of the consumer
• To analyze how many use online banking

15
 CHAPTER – 2

2.1 REVIEW OF LITERATURE

Ameme, B., & Wireko, J. (2016)

Claimed in his research that in today’s competitive world where

technology plays a very important role and if we talk about banking sector
or industry there is a positive relationship between technology and
customer satisfaction. They also found that if the bank wants to become
the market leader in the competitive environment it must use the
innovation approach in all the aspects like products and services.

Machogu, A. M., & Okiko, L. (2015)

Research brought to light that with e-banking complexities on customer
satisfaction. Results shows that there are factors which leads to customer
satisfaction particularly in e- banking, which is one of the very important and
fast growing way of doing banking.
Factors are accessibility, convenience, security, privacy, content, design,
speed, fees and charges have influence on customer satisfaction where the
other factors notified have no significant influence.

Kaur, N., & Kiran, R. (2015)

Founded in their research which was on public, private and foreign shows
that customer are more satisfied with the services quality of the foreign
banks then the private and public banks.

Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015)

Opined that out of the nine customer satisfaction factors fees and loan,
prompt service and appearance are the major factors which have more
significant impact on customer satisfaction followed by interest rate and
accessibility of bank and availability of service which have less impact on
the satisfaction on the banking customers.
16
Rahi, S. (2014)

Research findings show customers are more loyal towards those banks
who are facilitating internet banking services. Also good brand image build
relationship between banks and customer and enhance the customer
loyalty toward bank. He also concluded that those banks that are giving
the internet banking services to their customers, loyalty of those
customers are more towards the banks.

Pareek, V. (2014)

Research opined with a remark that out of several factors few causal
fundamental factors like product attributes, employee characteristics,
customer convenience, bank tangibles, cost of transactions and customer
communication contributes in customer satisfaction in Indian banks.
Interestingly convenience one of the 4 P.s i.e. marketing mix was found to
be an unimportant in deciding customer satisfaction in Indian banks
(studied banks).

Suriyamurthi, S., Mahalakshmi, V., & Arivazhagan, M. (2013)

Stated that in the cutthroat competition where every bank is focusing on

retaining and attracting new customer, relationship marketing is the key

element which should be adopted by the banks. They also found that

banking sector is one of the major service sector and the business of banks

is more or less dependent on the customer services and satisfaction. Banks

should increase their services and make good relationship with the
customer.

17
Gupta, A., & Dev, S. (2012)

Opined satisfaction of customer is dependent on variable then

independent variable. These dependent variables largely depend on

service quality, ambience, involvement, accessibility and financial factors

of the bank. According to the findings of the research. The impact of

nearness of bank and financial factors on customer satisfaction is not up

to the mark.
Sharma,N.(2012)

Research study used the 17 varisblrs related to quantitative

aspects of e-banking. Study on rural customer’s satisfaction from e-
banking was found to be significant. .Research suggests that
satisfactions in rural customers are quite satisfied ine-banking services.
So, in order to improve the tendency to use e-banking channels in
rural areas the use of local languages during dealings should be
promoted as well as publicized.

Ganguli, S., & Roy, S. K. (2011)

Research opined that in fast driven technology world banks should adopt

the technology which can lead to customer satisfaction and loyalty.

Keeping this in mind they researched on four dimensions like customer

service,technology security and information quality, technology
convenience, and technology usage easiness and reliability. On the
other handthey found the positive relation between technology
convenience and customer satisfaction

18
Singh, J., & Kaur, G. (2011)

Research suggested that customer satisfaction is the outcome of seven

determinants namely social responsibility, employee responsiveness,
appearance of tangibles, competence, and reliability. services innovation,

, positive word-of-mouth. They also founded that relationship marketing

is the important tool which can significantly increase the customer

satisfaction. Other factors like employee behavior, their friendliness,

politeness, cooperation, promptness, efficiency, knowledge level.

Munusamy, J., Chelliah, S., & Mun, H. W. (2010)

Claimed of their research shows that service quality is a very important

dimension of customer satisfaction in banking industry. All the
determinants of service quality like reliability, assurance, tangibility,
empathy and responsiveness shows significant relationship with
customers. They also state that intangibility intension is very difficult to
measure then tangibility particularly in case of service quality. Customer
needs, wants, preferences change any point of time without giving
some hints to industry
Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. (2009)

Research findings suggests that online banking positively influences

customer perception. So bank management focus should be on good
customer service quality in terms of reliability, responsibility, tangibility
and empathic. This study was also found to be significant that online
information system quality is very important predictor of overall banking
service quality.

19
Mishra A, (2008)

stated that customer satisfaction majorly depends on the provision of an

approach for the manager so that higher customer satisfaction for the future

could be obtained by the bank. Also in his research he used the

demographical characteristics of the customers to know about the satisfaction
level of the customers.

Lopez, J., Kozloski Hart, L., & Rampersad, A. (2007)

Research claimed that by using the one of the service quality tool in which
customer satisfaction was measured on the basis of ten dimensions.Results
significantly show that out often six dimensions namely reliability,
responsiveness, tangibles, access, communication, and credibility shows the
positive impact on customer satisfaction.

Molina, A., Martín-Consuegra, D., & Esteban, Á. (2006)

brought to light that it is very important to have good relations with the

customers which leads to increase in business. Also in there research they

stated that satisfaction of customers is depends on service policy

satisfaction, on accessibility and on the front line employee satisfaction.

So positive relationships with the customers always lead to financial

success to the bank for long run.
Vyas, V., & Raitani, S. (2002)
Opined that there are many drivers of switching behavior in the banks.
Particularly they found nine critical factors which contribute in
switching the banks. One very interesting driver is customer
satisfaction in all the drivers which contribute in the switching behavior
of customers. So again we can’t ignore that customer satisfaction of the
major factors among.

20
Mols, N. P. (2000)
stated internet banking with the help of customer feedback that is in no

time helps banks to construct and keep secure relationships with

their customers and diminish operating and fixed costs makes it is easy
for them to utilize electronic fund transfer and foreign exchange

transactions (Kam & Riquelme, 2007)

Pont, M., & McQuilken, L. (2005)
Research study was to find out the weather satisfied customers are loyal
towards the banks. In the research they concluded that there is no significant
relation between customer satisfaction and customer loyalty. They founded
that even satisfied customers are not all the time loyal. If banks want to
achieve high customer satisfaction they need to adopt the good approach
because with the less costly approach banks could not getmoderate
customer satisfaction.

Aaltonen, P. G. (2004)
brings an awareness of the importance of the impacts of demographic
variables and of technology on satisfaction of customers and loyalty in the
financial service industry. In past studies they have verified that extremely
satisfied customers are, indeed, more loyal customers.

21
 CHAPTER - 3

RESEARCH METHODOLOGY:
A descriptive study tries to discover answers to the questions who, what, when,
where, and, sometimes, how. The researcher attempts to describe or define a
subject, often by creating a profile of a group of problems, people, or events.
Such studies may involve the collection of data and the creation of a distribution of
the number of times the researcher observes a single event or Scharacteristic (the
research variable), or they may involve relating the interaction of two or more
variables. Organizations that maintain databases of their employees, customers, and
suppliers alreadyhave significant data to conduct descriptive studies using internal
information.Yet many firms that have such data files do not mine them regularly for
the decision- making insightthey might provide.

3.1 RESEARCH DESIGN:

Descriptive research is a study designed to depict the participants in an
accurate way. More simply put, descriptive research is all about describing people
who take part in the study.

3.2 SOURCE OF DATA:

Data collection is the term used to describe a process of preparing and
collecting data.
PRIMARY DATA
Questionnaire given to 150 respondents
SECONDARY DATA:
Websites and online journals, Published reports & Review of study

22
 3.3 STUCTURE OF QUESTIONNAIRE:
Questionnaire was divided into two sections. First part was designed to know
the general information about customers and the second part contained the
respondent’s opinions about customer’s experience.
3.4 SAMPLING TECNIQUE:
3.4.1 Convenience sampling method
A convenience sample is one of the main types of non-probability sampling
methods of study.
A convenience sample is made up people who are easy to reach .
3.5 PERIOD OF STUDY:
The duration of study is from January 2021 to march 2021 which us three
months of study.
3.6. ANALYTICAL TOOLS:
➢ Percentage analysis
• Par chart
• Pie chart etc

3.7 LIMITATIONS OF THE STUDY

Although the study was carried out with extreme enthusiasm and careful planning there
areseveral limitations, which handicapped the research viz,
➢ Time Constraints:
The time stipulated for the project to be completed is less and thus there are chances
that some information might have been left out, however due care is taken to include
all the relevant information needed.

➢ Sample size:
Due to time constraints the sample size was relatively small and would definitely have
been more representative if I had collected information from more respondents.

➢ Accuracy:
Respondents tend to give misleading information It is difficult to know if all the
respondents gave accurate information.

23
CHAPTER- 4

DATA ANALYSIS AND INTERPRETATION

4.1 Percentage Analysis
Table 4.1.1 NO OF THE RESPONDENTS

s.no Particulars No of respondents percentage

1 18 to 25 12 8.00
2 25 to 40 83 55.33
3 45 to 60 49 32.67
4 Above 60 6 4.00
Total 150 100

160
140
120
particular
100
No of respondents
80
60

TOTAL

INTERPRETATION

From the above table it is interpreted that 8 % of the respondents are less than 18
years old,55.33 % of them are 18-25 years old, 32.67 % of them are in the age group
of 25-35 years and rest 4% of them are in the age group of 35-50 years and rest 0%
respondents are more than 50 years old.

INFERENCE

Majority (55.33%) of the respondents are 18 - 25 years old.

24
Table 4.1.2 NO OF THE RESPONDENTS BASED ON GENDER

S.NO PARTICULAR NO OF PERCENTAGE

RESPONDENTS
1 MALE 83 72.4

2 FEMALE 35 27.6
TOTAL 116 100

Chart 4.1.2 NO OF THE RESPONDENTS BASED ON GENDER

140
120
100
80 Series1
Series2
60
Series3
40
Series4
20

s.no particular no of percentage

respondents

INTERPRETATION
From the above table it is interpreted that the number of male respondent is72.40%
and female respondent is 27.60%.

INFERENCE

Majority (72.40%) of the respondents are Male

25
Table 4.1.3 NO OF THE RESPONDENTS

PARTICULAR S.NO NO OF PERCENTAGE

RESPONDENTS
MARRIED 1 85 72.67

UNMARRIED 2 31 27.33

TOTAL 116 100

Chart 4.1.3 NO OF THE RESPONDENTS

140
120
100
80
60
TOTAL
20

PARTICULAR NO OF PERSENTAGE
RESPONDENTS

INTERPRETATION
From the above table it is interpreted that the number of respondents were 27.33% in
married,72.67% in married

INFERENCE
Majority (72.67%) of the respondents are Unmarried.

26
Table 4.1.4 NO OF THE RESPONDENTS BASED ON EMPLOYEMENT

S.NO PARTICULAR NO OF PERCENTAGE

RESPONDENTS
1 SELF EMPLOYEE 46 40.00
2 PRIVATE COMPANY 40 35.37
EMPLOYEE
3 UN EMPLOYEE 30 25.12
TOTAL 116 100

50 45%
45 40%
40 35%
35
30%
30
25%
25
20%
20
15 15%

10 10%

5 5%
SELF EMPLOYEE PRIVATE COMPANY 0%
EMPLOYEE

Series1 Series2

INTERPRETATION

From the above table it is interpreted that the number of respondents Student is
48.67%, Self Employee is 16.66%, Government Employee is 7%, Private Employeeis
19%, Un-Employee is 8.67%

INFERENCE
Majority (48.67%) of the respondents are says Student.

27
Table 4.1.5 NO OF THE RESPONDENTS BASED ON BANK

S.NO PARTICULARS NO OF PERCENTAGE

RESPONDENTS
1 ICICI BANK 16 20
2 STATE BANK 50 25.33

3 HDFC BANK 20 15.55

4 OTHERS 30 30.37

TOTAL 116 100

14
0

12
0
s.no
10 particulars
0

20

INTERPRETATION
From the above table it is interpreted that the number of respondents ICICI Bank is
20%, SBI Bank is 25.33%, HDFC Bank is 15.55%, Others is 30.37%

INFERENCE

Majority (29.33%) of the respondents are says ING Vysya Bank

28
Table 4.1.6 NO OF THE RESPONDENTS BASED ON PARTICULARS

Particulars No Of Respondents Percentage

S.No

1 5 40 43.10%

2 3 26 23.30%

3 4 30 12.10%

4 2 20 21.10%
TOTAL
116 100%

Chart Title
40 45.00%
35 40.00%
30 35.00%

20.00%
15
10.00%
5 5.00%

1 2 3 4 5
Particulars No Of Respondents Percentage

INTERPRETATION
From the above table it is interpreted that the number of respondents Loan Facilities is
59.50%,O/D Facilities is 6.0%, ATM Facilities is 34.50.

INFERENCE

Majority (59.50%) of the respondents are says Loan Facilities

29
 Table 5.1.7 NO OF THE RESPONDENTS

S.No Particulars No Of Respondents Percentage

1 Yes 50 43.10%

2 No 66 23.30%
TOTAL
116 100.00%

70 50.00%
45.00%
60
40.00%
50 35.00%
30.00%
40
25.00%
30
20.00%

20 15.00%

Yes No
No Of Respondents Percentage

INTERPRETATION
From the above table it is interpreted that the number of respondents Loan Facilities
is59.50%,O/D Facilities is 6.0%, ATM Facilities is 34.50.

INFERENCE

Majority (59.50%) of the respondents are says Loan Facilities

30
 Table 5.1.8 NO OF THE RESPONDENTS BASED ON SUGESTIONS

S.No Particulars No Of Respondents Percentage

1 Excellent 40 38.80%

2 Very Good 26 18.10%

3 Good 30 29.30%

4 Average 20 8.60%
TOTAL
116 100%

45 45.00%
40 40.00%

35 35.00%
30 30.00%
25 25.00%
20 20.00%
15 15.00%
10 10.00%

5 5.00%
0 0.00%
Excelle Very Good Good Averag
nt No Of Respondents e Percentage

INTERPRETATION
From the above table it is interpreted that the number of respondents Excellent is
38.80%, Very Good is 18.10%, Good is 29.30%, Average is 8.60%,

INFERENCE
Majority (38%) of the respondents are says Good.

31
TABLE 5.1.9 NO OF THE RESPONDENTS BASED ON ACCOUNT
TYPE

No Of
S.No Particulars Percentage
Respondents

1 Personalised 60 44.10%
WidebranchNetwork
2 20 24.10%

3 Customer Services 20 19.80%

4 Core Bank 16 8.60%

TOTAL 116 100%

140 120.00%
120 100.00%
100
80.00%
80
60.00%
60
40.00%
40
20 20.00%

0 0.00%
Personalised Widebranch Customer Core Bank TOTAL
Network Services

1 2 3 4

No Of Respondents Percentage

INTERPRETATION
From the above table it is interpreted that the number of respondents Personalized
serviceis 44.10%, Wide branch network is 24.10%, Customer service is 19.80 %,Core
banking is 8.60 %

INFERENCE

Majority (44%) of the respondents are says Personalised Banking

32
 Table 5.1.10 NO OF THE RESPONDENTS BASED ON RESULTS

S.No Particulars No Of Respondents Percentage

1 Satisfactory 60 69.80%

2 Will Yield Result 26 14.70%

3 Looking For Result 30 15.50%

TOTAL
116 100%

70 80.00%

60 70.00%

50 60.00%

50.00%
40
40.00%
30
30.00%
20
20.00%
10 10.00%
0 0.00%
Satisfactory Will Yield Result Looking For Result
No Of Respondents Percentage

INTERPRETATION
From the above table it is interpreted that the number of respondents Satisfactory is
69.80%, Will Yield 14.70%, looking for Result is 15.50.

INFERENCE

Majority (69.80%) of the respondents are says Satisfactory

33
 Table 5.1.11 NO OF THE RESPONDENTS BASED ON FACILITIES

No Of Respondents
S.No Particulars Percentage

1 Loan Facilities 52 59.50%

2 O/D Facilities 24 6.00%

3 Atm Facilities 30 34.50%

TOTAL
116 100%

60 70.00%

50 60.00%

40
40.00%
30
30.00%
20
20.00%
10 10.00%

0 0.00%
Loan Facilities O/D Facilities Atm Facilities
No Of Respondents Percentage

INTERPRETATION
From the above table it is interpreted that the number of respondents Loan Facilities
is59.50%, O/D Facilities is 6.0%, ATM Facilities is 34.50.

INFERENCE

Majority (59.50%) of the respondents are says Loan Facilities

34
 CHAPTER - 5
5.1 FINDINGS
▪ Majority (55.33%) of the respondents are 25-40 years old.
▪ Majority (72.4%) of the respondents are Male
▪ Majority (72.67%) of the respondents are married.
▪ Majority (40%) of the respondents are says Self employee.
▪ Majority (30.37%) of the respondents are says other Bank.
▪ Majority (43.10%) of the respondents are says 5 years.
▪ Majority (43.10%) of the respondents are says loan facilities.
▪ Majority (38.8%) of the respondents are says Excellent.
▪ Majority (69.8%) of the respondents are says satisfactory.
▪ Majority (73.3%) of the respondents are says Customer service.

5.2 SUGGESTIONS & RECOMMENDATIONS:

With regard to banking products and services, consumers respond at

different rates,depending on the consumer’s characteristics. Hence I Dvara KGFS should
try to bring their new product and services to the attention of potential early adopters.
to the intense competition in the financial market, Dvara KGFS
shouldadopt to attract more customers.
Return on investment company reputation and premium outflow are most
attributes that are expected by the respondents. Hence greater focus should be
given tothese attributes.
Dvara KGFS should adopt effective promotional strategies to increase
the awareness among the consumers.
Dvara KGFS should ask for their consumer feedback to know whether the
consumers really satisfied or dissatisfied with the service and product of the bank. If
they are dissatisfied, then the reasons for dissatisfaction should be found out and
should becorrected in future.
Dvara KGFS brand name has earned a lot of goodwill and enjoys high
brand equity.Ast here is intense competition, Dvara KGFS should work hard to
maintain its position and offer better service and products to consumers.

35
 bank should try to increase the Brand image through performance
and then, only the customers will be satisfied.
Majority of the people find banking important in their life, so Dvara KGFS
should the strategies to convert the want in to need which will enrich their business

36
5.3 CONCLUSION:
After going through the various literatures related to customer
satisfaction in banking industry it has been reviewed that there are so many

factors which leads to customer satisfaction in banking industry. Customer

satisfaction is very crucial aspect for banking industry also a verywide area to

be studied.Researches and academician are continuously doing research on

this topic. Because of the rapid changes in technology, perception of

consumer, services, etc it is mandatory for the banking industry to cope up

with the change.

37
 REFERENCES:

▪ Ganguli, S., & Roy, S. K. (2011). Generic technology-based service

qualitydimensionsin banking: Impact on customer satisfaction and loyalty.
International Journal of Bank Marketing, 29(2), 168-189.
▪ Grigoroudis, E., Politis, Y, and Siskos, Y. (2002). Satisfaction
benchmarking and customer classification: An application to the
branches of a banking organisation, International Transactions in
Operational Research, Vol.9, p.599-618.
▪ Gronröos, C. (1984). A service quality model and its marketing
implications, European Journal of Marketing, v.18, n.4, pp.37-44.
▪ Gummesson, E. (1993). Quality management in service organizations: an
interpretation of the service quality phenomenon and a synthesis of
international research, International Service Quality Association,
Karlstad, Sweden.
▪ Hallowell, R. (1996). The relationships of customer satisfaction, customer
loyalty, and profitability: an empirical study. International Journal of
Service Industry Management, v.7, n.4, pp. 27-42.
▪ Henning-Thurau, T. & Thurau, C. (2003). Customer orientation of service
employees-toward a conceptual framework of a key relationship
marketing construct. Journal of Relationship Marketing, Vol .l2, No.1,
p.1-32.
▪ Heskett, J., Jones, T., Loveman, G., Sasser, W. and Schlesinger, L.
(1994).
▪ Lopez, J., Kozloski Hart, L., & Rampersad, A. (2007). Ethnicity and
customersatisfaction in the financial services sector. Managing Service
Quality: An InternationalJournal, 17(3), 259-274.
▪ Mishra, A. A. (2008). A study on customer satisfaction in Indian retail
banking. IUPJournal of Management Research, 8(11), 45.
▪ Molina, A., Martín-Consuegra, D., & Esteban, Á. (2006). Relational
benefitsand customer satisfaction in retail banking. International Journal
of Bank Marketing, 25(4),253-271.
▪ Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery
and its impact on customer satisfaction in the banking sector in Malaysia.

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• International Journalof Innovation, Management and Technology, 1(4),
398.
▪ Putting the service profit chain to work. Harvard Business Review, pp. 105-
11,
▪ Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. (2009). An examinationof
the relationship between service quality dimensions, overall internet
banking service quality and customer satisfaction: A New Zealand study.
Marketing Intelligence &Planning, 27(1), 103-126.
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39
APPENDIX (Questionnaire)

1.Name:
1. Age:
o 18 to 25
o 25 to 40
o 40 to 60
o Above 60

2. Gender:
o Female
o Male

3. Marital status:
o Married
o Unmarried

4. Occupation:
o Self employee
o Private company employee
o Unemployee

5. which bank you are having account currently

o ICICI bank
o State bank
o HDFC bank
o Others

40
6. What you feel service quality of your
bank? o Excellent
o Very good
o Good
o Average

7. What you think of your bank which comes first your mind?
o Personalized
o Wide branch network
o Customer service
o Core banking

8. Overall opinion about this survey?

o Satisfactory
o Will yield result
o Looking forward for result
9. Which of the following facilities is given more importance in your bank?
o Load facilities
o O/D facilities
o ATM facilities
10. How many years you have account with this bank?
o 5
o 3
o 4
o 2

11. Do you think your bank offers competitive interest rate?

o Yes
o No

42