A STUDY OF CUSTOMER SERVICE IN E-BANKING ENVIRONMENT IN TAMILNAD MERCANTILE BANK LTD – With a Special Reference to Surandai

A group Project submitted to the Manonmaniam Sundaranar University, Tirunelveli for the partial fulfillment of the requirement for the degree of Bachelor of Business Administration Researchers
NAME REG.NO

J.

JEEVA

2929710 2929712 2929716 2929723 2929729

G. JULIYAT ANNA MARY S. S. P. KAVITHA MATHAVI MUTHULAKSHMI

Under the Guidance of DR. E.L.C. THIRUVARANGANATHAN, Ph.D.,

DEPARTMENT OF BUSINESS ADMINISTRATION KAMARAJAR GOVERNMENT ARTS COLLEGE, SURANDAI – 627 859 APRIL – 2012

L. HOD OF BUSINESS ADMINISTRATION PROJECT GUIDE NAME REG. Ph.. S. MUTHUKLAKSHMI in partial fulfillment of the requirements for the award of the degree of Bachelor of Business Administration of Manonmaniam Sundaranar University.NO . S. THIRUVARANGANATHAN. “A STUDY OF CUSTOMER SERVICE IN E-BANKING ENVIRONMENT IN TAMILNAD MERCANTILE BANK LTD – With a Special Reference to Surandai” is a bonafied record of the work done by J. JULIYAT ANNA MARY. JEEVA.C.D. P. MATHAVI. CERTIFICATE This is certify that the project entitled. ASSIST PROF AND HEAD.627859. The project represents a group work on the part of the candidates under my guidance. DEPARTMENT OF BUSINESS ADMINISTRATION KAMARAJAR GOVERNMENT ARTS COLLEGE SURANDAI .DR. G. E. Tirunelveli during the year 2011 – 2012. KAVITHA.

Assist Prof And Head. S. P. Arts College.J. DATE: G. Ph.C.. Surandai. Kamarajar Govt. S. Researcher’s NAME SIGNATURE PLACE: SURANDAI J.D . E. Department of Business Administration. S. S. JEEVA JULIYAT ANNA MARY KAVITHA MATHAVI MUTHULAKSHMI 2929710 2929712 2929716 2929723 2929729 DECLARATION We hereby declare that the project entitled “A STUDY OF CUSTOMER SERVICE IN E-BANKING ENVIRONMENT IN TAMILNAD MERCANTILE BANK LTD – With a Special Reference to Surandai” submitted to the Manonmaniam Sundaranar University in Partial fulfillment of Bachelor of Business Administration is a record of original work done by us under the guidance of DR. P. THIRUVARANGANATHAN. JULIYAT ANNA MARY KAVITHA MATHAVI MUTHULAKSHMI JEEVA . G.L.

JEEVA JULIYAT ANNA MARY KAVITHA MATHAVI MUTHULAKSHMI 2929710 2929712 2929716 2929723 2929729 Internal Examiner External Examiner . P.This is to certify that the following students attended the VIVA-VOCE Examination on_______________ NAME REG. S. G. S.NO SIGNATURE J.

. I extend my sincere thanks to all the faculty members of the Business Administration Department for the co-operation extended to me for the fulfillment of this study successfully. M. Surandai who gave invaluable advice and suggestion for us to complete this project well. I sincerely express my thanks to my class Mets for their encouragement and completely in my project..T. Kamarajar Government Arts College. Principal. and guide for great assistance and guidance to complete this project.THIRUVARANGANATHAN.Phil.. M RAMACHANDRAN.L. HOD of Business Administration. We very much indebted to Prof. E.ACKNOWLEDGEMENTS First of all we thank gratefully to our Almighty for completing this project work successfully. Ph.C.D.Sc. We are proud of saying thanks to our Parents. We are grateful to thank Dr.M..

CONTENTS CHAPTERS PARTICULARS PAGE NO. SUGGESTION AND CONCLUSION 65-67 68 BIBLIOGRAPHY ANNEXURE 69-72 . I INTRODUCTION AND REVIEW OF 1-20 LITERATURE II HISTORY OF TAMILNAD MERCHANTILE 21-28 BANK LTD III RESEARCH METHODOLOGY 29-31 IV DATA ANALYSIS AND INTERPRETATION 32-64 V FINDINGS.

33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 .LIST OF TABLES S.14 4. 4.8 4.11 4.16 TABLES Age wise classification of the TMB customers Sex wise classification of the TMB customers Marital status wise classification of the TMB customers Educational wise classification of the TMB customers Occupational status wise classification of the TMB customers Family income wise classification of the TMB customers Duration of customer in this bank Frequency of using E-Banking service Type of card do you use Duration of using ATM card Purpose of using E-Banking facility Types of problem faced by the TMB customers Immediate action on complaints made by customer Opinion on the safety of E-Banking facility Feeling of the E-Banking system Level of satisfaction about the E-Banking facilities PAGE NO.6 4.2 4.NO.10 4.12 4.1 4.7 4.13 4.9 4.15 4.4 4.3 4.5 4.

4 4.LIST OF CHARTS S.15 4.10 4.6 4.11 4.2 4. 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 . 4.9 4.5 4.3 4.NO.1 4.12 4.13 4.8 4.16 CHARTS Age wise classification of the TMB customers Sex wise classification of the TMB customers Marital status wise classification of the TMB customers Educational wise classification of the TMB customers Occupational status wise classification of the TMB customers Family income wise classification of the TMB customers Duration of customer in this bank Frequency of using E-Banking service Type of card do you use Duration of using ATM card Purpose of using E-Banking facility Types of problem faced by the TMB customers Immediate action on complaints made by customer Opinion on the safety of E-Banking facility Feeling of the E-Banking system Level of satisfaction about the E-Banking facilities PAGE NO.7 4.14 4.