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NATWARLAL MANIKLAL DALAL COLLEGE

GONDIA
DEPARTMENT OF MANAGEMENT TECHNOLOGY &
RESEARCH

Session: 2014-15

SYNOPSIS
ON
" A STUDY ON CUSTOMER SATISFACTION
TOWARDS SERVICES PROVIDED BY BANK OF
MAHARASHTRA "
Guided by
PROF. PAWAN PANDAY
Submitted by
SHASHANK CHOURASIA
BBA III YEAR
For the partial fulfillment of Degree of Bachelor of Business Administration of
R.T.M. Nagpur University, Nagpur

INTRODUCTION
The modern concepts of marketing realized that measuring consumer needs or behavior was
not enough. CONSUMER SATISFICATION should be the core and then the correct
perception on which marketing policies of our organization should be built.
Management must think of itself not as producing products but as providing
customer creating value satisfaction.
Customer satisfaction has a vital role in sustaining and improving hold on the market.
Brief descriptions about the various measures that are needed to improve customer
orientation have also been dealt with.
Consider the fact todays customer face a plenitude of products in every category.
Customer will be having high and raising expectation of quality and service. In the face of
their vast choices, the customer will gravitate to the offering that the best meet their
individual needs and expectation. They will buy one of the bases of their perception value.

DEFINITION
Customer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. Customer satisfaction levels can be measured
using survey techniques and questionnaires

OBJECTIVE OF THE STUDY


PRIMARY OBJECTIVE
To study, analyze and evaluate the customer satisfaction level towards the different
services rendered by the bank and to identifying the critical success factors.

SECONDARY OBJECTIVES

To evaluate the awareness level of the customer on the product and services.
To find out the differences among perceived service and expected service.
To evaluate the process efficiency in customer query and requirement handling
To understand consumers preferences.
To access the degree of satisfaction of the customers

RESEARCH METHEDOLOGY
METHOD OF DATA COLLECTION
Sources of Data collection
Marketing research signally either primary or secondary.lt is the process of
systematic gathering according and analysis data from customers from the competitors
and the market.
a) Primary sources:i.

ii.

Direct Primary sources: Observation


Indirect Primary sources: Telephone Interviews, Questionaries , etc

b) Secondary sources;i.

Personal Document

ii. Public or official Document


2) Tools of Data collection
a. Observation method
b. Interview method
c. Questionnaire method

Survey method

ANALYSIS OF DATA
Data will be collected through above said source and data analysis will be
done through proper research.
FINDINGS
Findings of the Study will be produced after the data analysis.
SUGGESTIONS
Suggestion will be based on the findings after the analysis of data.
CONCLUSION
Conclusions of the study will be produced in Executive Summary.

BIBLIOGRAPHY
WWW.WIKIPEDIA.COM
WWW.THEHINDU.COM
WWW.NEWYORKTIMES.COM
WWW.ECONOMICTIMES.COM
WWW.BOI.IN