DATA ANALYSIS AND INTERPRETATION

Q. 1:- Demographic Profile of Respondents

Table no. 5.1 Demographic Profile of Respondents

Demographics Age 18-25 26-40 Above 41 Total

No. Of respondents

%age of respondents

35 47 18 100

35 47 18 100%

Income Below 10,000 10,000 - 40,000 Above 40,000 Total 38 40 22 100 38 40 22 100%

Analysis and interpretation:It was analyzed from the table that majority of the people i.e. 47% was of age group 26-40 and most of the people i.e. 40% have their income between rs.10, 000 to rs.40, 000. So it had been interpreted that age-group of 26-40 have their accounts in bank more than others.

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Q.2:- To Know the Bank in Which Customers Have Their Account

Table no. 5.2 Bank in Which Customers Have Their Account

Banks Pnb bank Icici bank Hdfc bank State bank of India Any other Total

No. Of respondents 18 21 22 28 11 100

%age of respondents 18 21 22 28 11 100%

Figure 5.1 Bank in Which People Have Their Account

30 28

25 21 20 18 22

15 11 10

0 PNB BANK ICICI BANK HDFC BANK SBI BANK OTHER

Analysis and Interpretation: The above table and figure showed that majority of the respondents i.e. 28% of the respondents were having an account in State Bank of India and only 22% of the respondents have their account in Hdfc Bank. By this it had been interpreted that most were having account in SBI Bank.

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Q. 3:- To Know the Awareness Regarding the Products and Services Provided By the Bank

Table no. 5.3 Awareness Regarding the Products and Services Provided By the Bank

Options Yes No Total

No. Of respondents 85 15 100

%age of respondents 85 15 100%

Figure 5.2 Awareness Regarding the Products and Services Provided By the Bank

15%

YES NO

85%

Analysis and interpretation: The above table and figure showed that 85% o f the respondents were having awareness regarding the products and services provided by their bank. By this it had been interpreted that maximum of the respondents have bank account.

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Q.4:- To Know Whether the Customers Are Banking With Only One Bank

Table no. 5.4 Customers Banking With Only One Bank

Options Yes No Total

No. Of respondents 67 33 100

%age of respondents 67 33 100%

Figure 5.3 Customers Banking With Only One Bank.

33%

YES 67% NO

Analysis and interpretation: The above table and figure showed that 67% of the respondents were having accounts in more than one bank. By this it had been interpreted that maximum of the respondents have bank account in more than one bank.

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Q.5:- To Know the Customers Have Loan Requirement or Not

Table no. 5.5 Customers Who Have Loan Requirement.

Options Yes No Total

No. Of respondents 27 73 100

%age of respondents 27 73 100%

Figure 5.4 Customers Who Have Loan Requirement.

27%

YES 73% NO

Analysis and interpretation: The above table and figure showed that 73% of the respondents were having loan requirement. By this it had been interpreted that maximum of the respondents were not having loan requirement.

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Q.6:- To Know the Products Offered By the Bank Where Respondents Have their Account

Table No. 5.6 Products Offered By Bank Where Respondents Have Their Account

Types of Accounts Saving Account Current Account Fixed Deposit Receipts Investments DEMAT Locker Facility Total

No. of Respondents 30 18 19 9 16 8 100

%age of Respondents 30 18 19 9 16 8 100%

Figure 5.5 Product Offered By Bank Where Respondents Have Their Account
LOCKER FACILITY 8%

DEMAT 16% INVESTMENTS 9% FIXED DEPOSIT RECEIPTS 19%

SAVING ACCOUNT 30%

CURRENT ACCOUNT 18%

Analysis and Interpretation: The above table and figure showed that majority of the respondents i.e. 30% have savings account. And 19% of the respondents have fixed deposit receipts. From the above data collected, it can interpret that majority of the respondents have savings account. Our sample size was 100. Respondent can give two or more than two options in this question. 39

Q.7 to know whether the customer are aware of that banks are also providing General insurance, Life insurance and Market related products

Table no. 5.7 Customer Who Knows That Banks Are Also Providing General Insurance, Life Insurance and Market Related Products

Options Yes No Total

No. Of respondents 84 16 100

%age of respondents 184 16 100%

Figure 5.6 customers who knows that banks are also providing General insurance, Life insurance and Market related products

16%

YES NO

84%

Analysis and interpretation: The above table and figure showed that 84% of the respondents are aware of that the Banks Are Also Providing General Insurance, Life Insurance and Market Related Products. By this it had been interpreted that maximum of the respondents knows that the bank Are Also Providing General Insurance, Life Insurance and Market Related Products. 40

Q.8: To Know Whether the Customer Require General Insurance, Life Insurance and Market Related Products

Table no. 5.8 Customer Who Requires General Insurance, Life Insurance and Market Related Products

Options Yes No Total

No. Of respondents 27 73 100

%age of respondents 27 73 100%

Figure 5.7 Customer Who requires General Insurance, Life Insurance and Market Related Products

NO 73% YES 27%

Other 73%

Analysis and interpretation: The above table and figure showed that 27% of the respondents require General insurance, Life insurance and Market related products. By this it had been interpreted that Minimum of the respondents require General insurance, Life insurance and Market related products...

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Q.9:- To Know Whether the Customer Is Facing Any Problem with Their Current Banker Table no. 5.9 Customer Facing Problem with Their Current Banker

Options Yes No Total

No. Of respondents 16 84 100

%age of respondents 16 84 100%

Figure 5.8 Customer Facing Problem with Their Current Banker

17%

YES NO

83%

Analysis and interpretation: The above table and figure showed that 16% of the respondents were facing problem with their current banker By this it had been interpreted that Minimum of the respondents were facing problem with their current banker

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Q.10:- To Know Whether the Customers Are Getting Adequate Services as Required Table no. 5.10 Customer Who Are Getting Adequate Services

Options Yes No Total

No. Of respondents 76 24 100

%age of respondents 76 24 100%

Figure 5.9 Customer Who Are Getting Adequate Services

24%

YES NO 76%

Analysis and interpretation: The above table and figure showed that 76% of the respondents are getting adequate services as required. By this it had been interpreted the maximum of the respondents were getting adequate services as required.

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Q. 11:- To Know Whether the Customers Feel That Their Bank Is One Place to Fulfill All Their Financial Requirements

Table no. 5.11 Customer Who Feel Their Bank Is One Place to Fulfill All Their Financial Requirements

Options Yes No Total

No. Of respondents 66 34 100

%age of respondents 66 34 100%

Figure 5.10 Customer Who Feel Their Bank Is One Place to Fulfill All Their Financial Requirements

34% YES NO 66%

Analysis and interpretation: The above table and figure showed that 66% of the respondents feel Their Bank Is One Place to Fulfill All Their Financial Requirements By this it had been interpreted the maximum of the respondents Feel Their Bank Is One Place to Fulfill All Their Financial Requirements 44

Q.12:- To Know the Views of Respondents Regarding the Services Offered By Private Banks Are Better Than Public Banks

Table No. 5.12 Private Banks Provide Better Services than Public Banks

Satisfaction Level Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total

No. of Respondents 31 38 25 6 0 100

%age of Respondents 31 38 25 6 0 100%

Figure 5.11 Private Banks Provide Better Services than Public Banks

0% 6% 25% 31% HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED 38% HIGHLY SATISFIED

Analysis and Interpretation: It is analyzed from the above figure that respondents which are of the view that private banks provide better services than public banks i.e. 38% of the sample. 6% of respondent said that they are of the view that private banks do not provide better services than public banks. From the above data collected, it can interpret that majority of the respondent are of the view that private banks provide better services than public ban 45

Q.13:- To Know Which Bank Is Most Preferred By Customer

Table 5.13 Bank Most Preferred By the Customers Brands ICICI HDFC SBI PNB OBC INDIAN UCO Rank 1 59 37 19 13 0 0 0 Rank 2 21 47 20 7 7 2 0 Rank 3 15 16 31 17 14 17 0 Rank 4 0 0 12 36 19 18 10 Rank 5 0 0 9 16 46 6 12 Rank 6 0 0 7 8 9 49 11 Rank 7 0 0 2 3 5 8 67 Rank 1 2 3 5 4 6 7

Number of respondents- 100

Rank 1- Most Preferred Rank 7-Least Preferred

Analysis and Interpretation:In this above table weighted average score method is used where 1 rank is the most preferred rank and 7 is the least preferred rank. As in the above table various banks are ranked. The above table depicted that majority of the respondents feels that icici bank is most preferred bank as it is the minimum of all and it is given rank 1. Then Hdfc is given Rank 2. Then sbi, pnb, obc, Indian and uco are considered as Rank 3, Rank 4, Rank 5, Rank 6 and Rank 7 respectively. So we can interpret that icici and Hdfc are most preferred banks by the customers.

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Q.14: To Find Out How Effective Is the Complaint Management In Terms Of Problem Delivery

Table 5.14 Effectiveness of Complaint Management In Terms Of Problem Delivery

Statements

SS (5)

S (4) 18 42 48 34

CS (3) 14 30 24 28

D (2) 4 10 4 10

SD Summated (1) score 0 10 8 10 442 328 384 340

14.1 Complaint listening 14.2 Probability of handling 14.3 Complaint resolution 14.4 Appropriate solution being offered or not

64 8 16 18

Number of respondents -100 Maximum Score Maximum (100*5) - 500 Neutral (100*3) 300 Minimum (100*1) 100

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Analysis and Interpretation: As from the above table no 5.14 comparison was done between maximum score and summated score. Maximum score is the score which represents the dissatisfaction level among the respondents. So, information related to the level of satisfaction or least satisfaction to various factors influencing the satisfaction level of respondents was interpreted in following manner-: The first statement has summated score as 442, which lies between 400 and 500. That means either the people are highly satisfied or satisfied. The value is more towards 400. So, the people are satisfied about this statement. The second statement has summated score as 328, which lies between 300 and 400. That means either the persons are agreed or neutral. This value lays more 300. So, we can say that people are neutral towards this statement. The third statements summated score is 384, which lies between 300 and 400. It means people either satisfied or neutral about this statement. So, the people are satisfied about this statement The fourth statements summated score is 340. It also lies between 300 and 400. But the value is more inclined towards 300. It means people are neutral about this statement. The fifth statement has summated score as 354, which lies between 300 and 400. It means either the persons are satisfied or neutral. So, the persons are satisfied regarding this statement. The sixth statements summated score is 358, which also lies between 300 and 400. But the value is more inclined towards 400. So, people are satisfied regarding this statement.

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Q.15: To Find Out the Satisfaction Level With Respect To Customer Care at Your Bank Table No. 5.15 Customers Satisfied With the Customer Care at Their Bank

Satisfaction Level Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total

No. of Respondents 16 44 28 12 0 100

%age of Respondents 16 44 28 12 0 100%

Figure 5.12 Customers Satisfied With the Customer Care at Their Bank

0% 12% 16% HIGHLY SATISFIED 28% SATISFIED NEUTRAL 44% DISSATISFIED HIGHLY DISSATISFIED

Analysis and Interpretation: It is analyzed from the above figure that respondents are satisfied with the existing bank services i.e. 44% of the sample. 12% of respondent said that they are dissatisfied with the particular bank. From the above data collected, it can interpret that majority of the respondent are satisfied with their existing bank. 49