CUSTOMER SATISFACTION

A PROJECT REPORT

Submitted by

JAGRITI AHUJA

in partial fulfillment for the award of the degree

of

BACHELOR OF BUSINESS ADMINISTRATION

IN

PUNJAB NATIONAL BANK

CHANDERPRABHU JAIN COLLEGE OF HIGHER

STUDIES & SCHOOL OF LAW

GURU GOBIND SINGH INDERPRASTHA UNIVERSITY

DECEMBER 2010
 Customer satisfaction in Punjab National Bank

A PROJECT REPORT

in partial fulfillment for the award of the degree

of

BACHELOR OF BUSINESS ADMINISTRATION (CAM)

Submitted by Project Guide

JAGRITI AHUJA Mr. YOGESH

BHARDWAJ

BBA-V Sem
Enrol no-0392151908

CHANDERPRABHU JAIN COLLEGE OF HIGHER STUDIES

& SCHOOL OF LAW

GURU GOBIND SINGH INDERPRASTHA UNIVERSITY

December 2010
 DECLARATION

This is to certify that Thesis/Report entitled “CUSTOMER SATISFACTION”which is

submitted by me in partical fulfillment of the requirement for the award of degree B.B.A.
to GGSIP University, Kashmere Gate, Delhi comprises only my original work and due
acknowledgement has been made in the text to all other material used.

Date: JAGRITI AHUJA

APPROVED BY Mr. YOGESH BHARDWAJ

 CERTIFICATE

This is to certify that Report entitled “CUSTOMER SATISFACTION.” which is

submitted by JAGRITI AHUJA in partial fulfillment of the requirement for the award of

degree B.B.A. to GGSIP University, Kashmere Gate, Delhi is a record of the candidate

own work carried out by him under my/our supervision. The matter embodied in this

thesis is original and has not been submitted for the award of any other degree.

Date: Supervisor
 ACKNOWLEDGEMENT

I wish to thank a number of people who provided constructive

support and helped me during the processing of the project.

This project was made possible due to the combined efforts

undertaken by me and my project Co-ordinator Mr. Yogesh
Bhardwaj who supported me while working on this project.

I am thankful to the rest of the staff CPJ-CHS who rendered every

possible help they could by helping me refer the right sources for
data collection for the project.

I am also thankful to my friends and users who operated my

project and provided me with valuable and prudent suggestions
that helped me to improve and enhance the usability of the project.

I also thank Mr. Sanjeev Kohli of PUNJAB NATIONAL BANK

who gave me an opportunity to work with him and his team and
for providing the valuable insights of the bank.

JAGRITI AHUJA
0392151908