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Customer satisfaction in Banks

Customer satisfaction in Banks

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Published by: p_chopra10109570 on Feb 08, 2010
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03/07/2015

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1
Acknowledgment
I hereby take this opportunity to thank 
School of Management
for providingme an opportunity to do a Minor Project on “Comparative Study of Customer Satisfaction in Public Sector and Private Sector Banks”.I express my sincere gratitude to my mentor and guide,
Prof. A Sharma
whoalways provided me with necessary inputs, guidance and direction to carry outthis project. He provided me access to different domains of knowledge fromwhere I collected inputs for this project.Last but not the least, my million thanks to all the people including customers of the banks whom I have conversed with and taken inputs from to move aheadand complete this project.
 
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Table of Contents
Acknowledgment…………………………………………………1Executive Summary……………………………….……………...3Introduction…………………………………………………….....4Literature Review…………………………………………………6Banking Industry: An Overview………………………………....12Objective of Study……………………………………………….12Research Methodology…………………………………………..13Data Analysis……………………………………………………14Findings …………………………………………………….…...16Recommendations……………………………………………….17Limitations of Study……………………………………………..18Bibliography……………………………………………………..18Questionnaire……………………………………………………19
 
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“COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS”
EXECUTIVE SUMMARY
The working of the customer's mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. Thisexercise in the context of the banking industry will give us an insight into the parametersof customer satisfaction and their measurement. In the organised segment, bankingsystem occupies an important place in nation’s economy. It plays a pivotal role in theeconomic development of a country and forms the core of the money market in anadvanced country. The commercial banks in India comprise of both Public sector as wellas private sector banks. There are total 28 Public sector and 27 private sector banks arefunctioning in the country presently. Banks have to deal with many customers everydayand render various types of services to its customer.It's a well known fact that no businesscan exist without customers.  Not so long ago, accessing our own money was about setting aside a couple of hours,getting to the bank before closing time, standing in one queue to get a token and then inanother to collect the cash. Those were the pre-economic reforms days, when the bankingsector primarily consisted of public sector banks.The banking industry like many other financial service industries is facing a rapidlychanging market, new technologies, economic uncertainties, fierce competition and moredemanding customers and the changing climate has presented an unprecedented set of challenges . Banking is a customer oriented services industry, therefore, the customer isthe focus and customer service is the differentiating factors .The banking industry in India has undergone sea change since post independence. Morerecently, liberalization, the opening up of the economy in the 90s and the government'sdecision to privatize banks by reduction in state ownership culminated in the bankingreforms based on the recommendations of Narasimha Committee. The prime mover for  banks today is profit, with clear indications from the government to 'perform or perish'.Banks have also started realizing that business depends on client service and thesatisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers.

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