A Study on Customers Preference and

Satisfaction of Four Basic Banking

Services in Coimbatore and Erode
 Introduction
After LPG policy enactment Indian banking industry
has undergone tremendous qualitative changes.
To face the changes many of the bank framed
strategies to survive by concentrating on rapidly
changing markets, new technology, foreign bank entry
And also understood the long term survival which
depends on the satisfaction of the customer
expectations.
 Need for the study
This study is used to predict the customer satisfaction
and dissatisfaction with banking services with the help
of four dimensional services such as loan services,
bank deposits, insurance service and value added
services.
An assessment was made to understand the
relationship between marital status and changes
recommended to commonly accepted services.
 Objectives
To know the over-all satisfaction and dissatisfaction
levels of bank customers with respect four
dimensional banking services.
To know the customer opinions and preference about
various supporting factors of four dimensional
banking services.
 Research Methodology
Type of the study - Descriptive Study
Sample size - 300
Tools for Data Collection – Questionnaire
Tool for analysis  - Percentage Analysis, chi-square
 Findings
Demographic Profile
Majority (87%) of the respondents were male and
(13%) female.
Majority (74%) of the respondents were married and
remaining 26% were single
Most(48%) of the respondents were in the age group
of 36-45, followed by 26-35(23.67%), below
25(20.33%),above 45(8%).
Majority (56%) of the respondents were employee
followed by business(28%),professionals(8.67%) and
others (7.33%)
Most 45.33% of the respondents were graduates
followed by HSC(25.33%),postgraduates(20.67%) and
professionals (8.67%)
Majority 77% of the respondents were belong to the
income level of below 1 lakh, followed by 1-3 lakhs
(17.33%), above 3 lakhs (5.67%).
Customer satisfaction of bank loan availed
Most (30.33%) of the respondents have account in SBI
followed by Indian Bank(14.33%),ICICI(13.66%)
Most 47% of the respondents have experience with the
same bank with (4-6)
Majority 57%.33 of the respondents (172) have availed
loans.
Out of the 172 respondents most (26.74%) of the
respondents were having business loans followed by
vehicle loans
Most (35.47%) of the respondents opined that interest
rate in the banks are moderate.
Most (46.52%) of the respondents are attracted by
initial interest rate.
Most (43.02%)of the respondents are satisfied with the
current bank service.
Customer satisfaction on bank deposits

Out of the 300 respondents majority 52.67% of the

respondents 158 are not dealing with deposits
 Most (47.18%)of the respondents had fixed deposits,
followed by demand deposits
Most (36.61%) of the respondents preferring deposits
scheme because of the interest rate.
Customer satisfaction towards Insurance
Majority 66% of the respondents 198 did not have any
dealing with the insurance.
Out of the 108 respondents majority 69.60% of the
respondents opined that the bank offered insurance
service were moderate.
Customer satisfaction level of value added
service
Most of the respondents 236 was given first rank to the
ATM followed by other service like tele-banking ,
e-ticketing , e-taxing were given with 2 rank, mobile
banking, locker facilities and last rank given to net
banking.