Customer Satisfaction

CUSTOMER SATISFACTION
EXECUTIVE SUMMARY
This task at Punjab National Bank was attempted amid the time of 90 days as
a major aspect of my summer internship.
As a feature of summer internship, I was made to go with client relationship

officer to watch customer connection, check the level of fulfilment by tuning
in and doing inquiries of existing customers additionally helped in making
new customers.
My Summer Training included the following: -
 An In-depth Induction through the Computer Based Training Module

 Learning the Basics of the various Banking Operations such as –
Procedure of Opening New Account (Savings, Current), Printing and
Updating of Passbook, procedure of opening a F.D., deposits and
withdrawals, issuing of ATM Cards and internet banking passwords
etc.
 Punjab National Bank is providing maximum amount of loan among
PSB’s
 Various Documents necessary or required at the time of Opening of
Account and Sanctioned of Loan
 Accompanying Customer Relationships Officer to observe client
interaction
During the course of my training, I got valuable insights about the working in
a bank branch, internet banking and client interface.
REVA UNIVERSITY Page 1

CHAPTER 1
INTRODUCTION TO THE TOPIC
1.1 CUSTOMER SATISFACTION
Customer satisfaction is a tool used to gather information about the existing or

customers satisfaction in a certain market or population. Researchers select
sample of customers from the population. The information from the survey is
used to assess attitudes and beliefs, and in turn predict market behaviour.
Marketing is a social process by which dealers, builders, architecture
individuals consumers obtain what they need and want through creating
offering and freely offering product and services of value with other. It is the
art & science of choosing target markets & getting keeping and growing
customers through creating delivering and communicating superior customer
value. Consumers have their own way of making purchase decisions.
Today in the market there is tough competition and technologies are changing
day by day, to become successful in modern market business organisation
have to be customer oriented organization have to look after for building
customers.
The information about the market was gathered by visiting customers in the
market. While doing the project attempt was made to get correct information
from the customers in the market. After collecting the detailed information
about the market analysis has to be done, finding and results of the project
work given later in research report.

Consumer loyalty indicates to the degree to which clients are satisfied with the
products and administrations given by business.
Consumer loyalty levels can be estimated utilizing study strategies and polls
DEFINITIONS:
Definition 1: Customer satisfaction is equivalent to making sure that product

and service performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the

outcome of business transaction is equal to or greater than their expectations.
Definition3: Customer satisfaction occurs when acquisition of products nd/or

services provides a minimum negative departure from expectations when
compared with other acquisitions.
Increasing abnormal amounts of consumer loyalty is critical to a business

since fulfillment clients are destined to be dedicated and to make differentiated
arranges and utilize an extensive variety of administrations offered by
business
There are numerous variables which lead in abnormal amounts of

consumer loyalty including.
Items and administrations which are client centered and consequently

give elevated amounts of significant worth to cash.
What is clear about consumer loyalty is that clients are well on the way
to value the products and enterprises that they purchase in the event that they
are made to feel exceptional. This happens when they feel that the items and
administrations that they purchase have been exceptionally created for them or
for individuals like them.

1.2 BENEFITS OF CUSTOMER SATISFACTION
The significance of consumer loyalty and support is progressively

turning into a crucial business issue as association understand the advantages
of Customer Relationship Management (CRM) for giving successful client
benefit. Experts working inside client centred business or those running call
focus or enable work areas, to educate about the most recent customer loyalty
methods for the important customer benefit work. From little client benefit
offices to substantial call focuses, the significance of building up an esteemed
association with clients utilizing CRM is basic for help client and long haul
business development.
What Do Customers Want?
Before we start to make devices measure the level of fulfillment, it is

vital to grow clear comprehension of what precisely the client needs. We have
to comprehend what our clients anticipate from the items and administrations
we give.
Client desires have two writes –
Expressed
Implied
Communicated Customer Expectations are those necessities that are

composed down n the agreement and settled upon by the two gatherings for
instance, item details and conveyance prerequisites. Provider's execution
against these prerequisites is most things specifically quantifiable.

Inferred Customer Expectations are not composed or talked but rather

are the ones the client would 'expect' the provider to meet all things
considered, for instance, acustomer would expect the administration delegate
who approaches him to be educated and capable to take care of an problem on
spot.
There are many reasons why customers wants are probably going to
change extra time. Process enhancements, appearance of new innovation,
changes in client's needs, enhanced nature of administration gave by
contenders are only a couple of cases.
The client is constantly right. Provider's activity is to give the client

what they need, when he/she needs it. Consumer loyalty in client's recognition
that a provider has met or surpassed their desires.
1.3 WHAT CONSTITUTES SATISFACTION?
We can't make consumer loyalty just by meeting client's prerequisites

completely on the grounds that these need to meet regardless. However
flopping short sure to make disappointment
Real Attributes of consumer loyalty in saving money industry can

outlined as:
Product quality
Premium Outflow
Return on Investment

Services
Responsiveness and capacity settle dissensions and reject reports.
Overall correspondence, availability and disposition.
1.4 WHAT ARE THE TOOLS?
Client desires can be distinguished utilizing different techniques, for

example,
Periodic contract surveys
Market look into
Telephonic interviews
Personal visits
Warranty records
Informal dialogs
Satisfaction feedback

Contingent on the customer base and affordable assets, we can picked

strategy that is best in estimating the client's recognitions. The reason for the
activity is to distinguish needs for upgrades. We should create and strategy
and blend of techniques that serves to persistently enhance benefit.
1.5 CUSTOMER SATISFACTION SURVEYS
Formal study has risen as by a long shot the best strategy for
occasionally the consumer loyalty. The review not promoting devices but
rather a data picking up instrument. Enough homework needs to before
leaving in the real overview.
This incorporates:
Defining Objectives of the Survey
Design Survey approach
Develop polls and structures
Administer Survey (Email, Telephone or Post)
Method of aggregating information and breaking down the

discoveries
Format of the answer to exhibit the discoveries

There is on point in making insignificant inquiries in consumer loyalty

survey. The essential reason to discover what we are doing well off-base.
Where the extension for development, where do we stand opposite different
providers. How we can serve client better?
A consumer loyalty estimation review ought to at any rate recognize

following targets:
Importance to clients (Customers needs)
Customer observation at provider execution
Your execution in respect to client's needs.
Priorities for development
Review structures should simple to round out with least sum time and
endeavors on client's part. They ought to be intended to effectively support the
client finish the inquiries. However they should give exact information ought
to likewise adequately solid for administration basic leadership. This can
accomplished by fusing target compose questions where client needs to "rate"
on size of say 1 to 10. For rehashed overviews, you could give the rating that
was already agreed by the client. This works like referenced point for the
client.
Space ought to dependably accommodated the clients possess

sentiments this empowers them to express any extra necessities or report any
deficiencies that are not secured by the goal questions.

Regularly, we bargain different faculty at different levels in the client's

association—the purchaser, client, accepting monitor, fund and buy individual
and so on looking over various respondents for every client gives an entire
information of consumer loyalty. It may be important to appliance of an
alternate poll for every one of them.
Respondents must gave approach to express the significance they

connect to different review parameters. Respondents should requested to give
weighting factor, again on a rating size of say, 1 to 10, for every prerequisite.
This gives better sign relative significance every parameter towards general
consumer loyalty and makes it less demanding for providers to organize their
activity designs by looking at the execution (scores) with significance rating
(weighing).
1.6 INDUSTRY ANALYSIS (PORTERS MODEL) :
The porters model is generally used to know or analyze the attractiveness

within the industry in which we are going to start our business. It analyses the
entire situation of the market.
The name itself indicates it is 5 force model
The five forces are as mentioned below
 Bargaining power of suppliers

 Bargaining power of buyers
 Threat of new entrants
 Threat of substitutes
These 5 force are the key tools which used by porters model to analyze a
specific industry and risk associated with the industry.
This model captures the key elements of the industry.
In simple words porters model is simple frame work for analyzing

business situation.

It was introduced by MICHEAL E. PORTER of HARVARD

UNIVERSITY.
Porter refers these forces as macro and micro environment of business
1. BARGAINING POWER OF SUPPLERS:
The supplier will show the demand in market when his product has
following features:
 When market have only few large suppliers and there is large
demand for products
 The product or service which we get from supplier is unique and it
is not available all places
 When there is no chance for customer switch or cost switching is
very high

2. BARGAINING POWER OF BUYERS:
In this the buyer will show the demand in market if:

 When he is buying in bulk
 Product being supplied is undifferentiated and has high fixed
costs of delivery
 When switching costs are low
 When the buyers are price sensitive
 When there are huge numbers of suppliers are available in the
market.
3. THREAT OF NEW ENTRANTS:
This tells that new entrants in the market are always threat to the existing
customers
This is generally depends on the entry barriers of the industry like
 Cost incurred in starting a business

 Rules and regulations within the industry
 Low entry and high exit barriers may decrease the threat of new
entrants.
4. THREAT OF SUBSTITUTES:
The threat of substitutes is high because of large numbers of competitors

in market.
This refers to :
 Threat of substitutes is high when the switching costs are low

 Brand image may be a reason for threat of substitutes
 When there are lot of options available to customer.

5. INDUSTRY RIVALRY:
The present major competitors is as follows
1. SBI
2. KOTAK MAHINDRA BANK
3. ICICI BANK
4. AXIS BANK
5. ANDRA BANK
6. ALLAHABAD BANK
7. VIJAYA BANK

CHAPTER-2
COMPANY PROFILE

Bank Profile
Name of the Bank : Punjab National Bank
Branch Address : Punjab National Bank

6th cross, Malleshwaram,
Bangalore, Karnataka-560080
Founded : 19 May 1894
Founder : Dyala Singh Majithia
Headquarters : New Delhi
Chairman : Lala Yodh Raj
Managing Director : Sh Sunil Mehta
Accounting year : 1st april to 31st march
Products : Credit cards

Consumer banking
Finance and insurance
Mortgage loan
Private equity
Website : www.pnbindia.in

2.1 INTRODUCTION
Punjab National Bank of India, the first Indian bank started only with Indian
capital, was nationalized in July 1969 and currently the bank has become
afront-line banking institution in India with 4525 Offices including 432
Extension Counters. The head office of the bank is at NewDelhi. Punjab
National Bank of India has set up representative offices at Amity
(Kazakhstan), Shanghai (China) and in London and a full fledged Branch in
Kabul (Afghanistan).
Punjab National Bank with 4497 offices and the largest nationalized bank is
serve 3.5 core customers with the following wide variety banking services:
 Corporate banking
 Personal banking
 Industrial finance
 Agricultural finance
 Financing of trade
 International banking
Punjab National Bank has been ranked 38th amongst top 500 companies by
The Economic Times. PNB has earned 9th position among top 50 trusted
brands in India.
Punjab National Bank India maintains relationship with more than 200 leading
international banks world wide. PNB India has Rupee Drawing Arrangements
with 15 exchange companies in UAE and 1 in Singapore.

2.2 HISTORY OF THE BANK

Punjab National Bank (PNB) was enlisted on May 19, 1894 under the Indian
Companies Act with its office in Anarkali Bazaar Lahore. The Bank is the
second biggest government-possessed business bank in India with around
4,500 branches crosswise over 764 urban areas. It serves more than 37 million
clients. The bank has been positioned 248th greatest bank on the planet by
Bankers Almanac, London. The bank's aggregate resources for money related
year 2007 were about US $60 billion. PNB has a managing an account backup
in the UK, and in addition branches in Hong Kong and Kabul, and delegate
workplaces in Almaty, Dubai, Oslo, and Shanghai.
 1895: PNB initiated its activities in Lahore. PNB has the qualification
of being the main Indian bank have been begun exclusively with
Indian capital that has made due to the present. (The principal
altogether Indian bank, the Ouch Commercial Bank, was built up in
1881 in Faizabad, however flopped in 1958.) PNB's originators
incorporated a few pioneers of the Swadeshi development, for
example, Dyal Singh Majithia and Lala Har Kishen Lal,[1]
LalaLalchand, Shri Kali Prosanna Roy, Shri E.C. Jessawala, Shri
Piranha Dayal, Bakshi Jaishi Ram, and Lala Dholan Dass. Lala
Lappets Rai was effectively connected with the administration of the
Bank in its initial years.
 1904: PNB set up branches in Karachi and Peshawar.
 1940: PNB ingested Bhagwan Dass Bank, a planned bank situated in
Delhi circle.
 1947: Partition of India and Pakistan at Independence. PNB lost its
premises in Lahore, however kept on working in Pakistan.
 1951: PNB procured the 39 branches of Bharat Bank (est. 1942);
Bharat Bank progressed toward becoming Bharat Nidhi Ltd.
 1961: PNB obtained Universal Bank of India.
 1963: The Government of Burma nationalized PNB's branch in
Rangoon (Yangon).

 September 1965: After the Indo-Pak war the administration of Pakistan

grabbed every one of the workplaces in Pakistan of Indian banks,
including PNB's head office, which may have moved to Karachi. PNB
likewise had at least one branches in East Pakistan (Bangladesh).
 1960s: PNB amalgamated Indo Commercial Bank (est. 1933) in
protect.
 1969: The Government of India (GOI) nationalized PNB and 13 other
real business banks, on July 19, 1969.
 1976 or 1978: PNB opened a branch in London.
 1986: The RBI required the PNB to exchange its London branch to
State Bank of India after the branch was associated with an extortion
outrage.
 1986: PNB gained Hindustan Commercial Bank (est. 1943) inrescue.
The procurement added Hindustan's 142 branches to PNB's system.
 1993: PNB gained New Bank of India, which the GOI had nationalized
in 1980.
 1998: PNB set up an agent office in Almaty, Kazakhstan.
 2003: PNB assumed control Nedungadi Bank, the most established
private division bank in Kerala. Rao Abrader T.M. Appu Nedungadi,
creator of Kundalatha, one of the most punctual books in Malayalam,
had set up the bank in 1899. It was joined 1913, and 1965 had procured
chosen resources and stores of the Coimbatore National Bank. At the
season of the merger with PNB, Nedungadi Bank's offers had zero
esteem, with the outcome that its investors got no installment for their
offers. PNB likewise opened a delegate office in London.
 2004: PNB establishedbranch in Kabul, Afghanistan. PNB additionally
opened delegate office in Shanghai. PNB built up an organization
together with Everest Bank in Nepal that grants transients to exchange
supports effectively amongst India and verest Bank's 12 branches in
Nepal.
 2005: PNB opened a delegate office in Dubai.
 2007: PNB set up PNBIL - Punjab National Bank (International) - in
the UK, with two workplaces, one in London, and one in South Hall.
From that point forward it has opened third branch in Leicester, and is
arranging fourth in Birmingham. Gatin Gupta progressed toward

becoming Chairmen Punjab National Bank.
 2008: PNB began a branch in Hong Kong.
 2009: PNB built up an agent office in Oslo, Norway.
2.3 BOARD OF DIRECTORS:
The list of board of directors of IDBI federal life insurance are as follows:
SNO NAME Designation
1 Shri Sunil Mehta Managing

director & CEO
Sh K V Brahmaji Rao , Sh Sanjiv Executive
Sharan , Sh Lingam Venkata Director

2
Prabhakar
Director
3 Shri Ravi Mithal
Director
4 Dr. Rabi.N.Mishra
Hiroo Mirchandani Director
Sudhir nayar Director

2.4 ORGANIZATIONAL STRUCTURE
Head offices (7)
Bhikaji cama place, new delhi (66)
Regional offices (48)
Zonal offices (25)

2.5 VISION AND MISSION
Vision
 To evolve and position the bank as a world class, progressive, cost
effective and customer friendly institution providing comprehensive
financial and related services.
 Integrating frontiers of technology and serve various segments of
society especially weaker section.
 Committe excellence serve the public and also excelling in corporate
values
Mission
 To provide excellent professional services and improve its position as a
leader in financial and related services.
 Build and maintain a team of motivated workforce with high work
ethos.
 Use latest technology aimed at customer satisfaction and act an
effective catalyst for socio economic development.
VALUES AND ETHICS

 Bonding and Integrity
 Ethical conduct
 Periodic disclosure
 Confidentiality and fair dealing
 Compliance with rules and regulations

2.6 PRODUCTS AND SERVICES

Savings Fund Account –
Total Freedom Salary Account, PNB Prudent Sweep, PNB Vidyarthi SF
Account,.
Account Current Account –

PNB Gaurav, PNB Smart Roamer.
Fixed Deposit Schemes –

Spectrum Fixed Deposit Scheme, Annupam Account, Mahabachat Schemes,
Multi Benefit Deposit.
Scheme Credit Schemes –

Flexible Housing Loan, Car Finance, Personal Loan, Credit Cards.
Social Banking –
Mahila Udyam Nidhi Scheme Card, PNB Farmers Welfare Trust.
Corporate Banking –
Gold Card scheme for exporters, EXIM finance.
Business Sector -
PNB Karigar credit card, PNB Kushal Udhami, PNB Pr, PNB Vikas Udhami.
Apart from these, and the PNB also offers locker facilities, senior citizens
schemes, PPF schemes and various E-services.
Punjab National Bank, India’s first Swadeshi Bank, commenced its operations
April 12, 1895 from Lahore, with an authorised capital of Rs 2 lac and
working capital of Rs 20,000. The far-sighted visionaries and patriots like Lala
Lajpat Rai, Mr. E C Jessawala, Babu Kali Prasono Roy, Lala Harkishan Lal
and Sardar Dyal Singh Majithia displayed courage in giving expression the

spirit nationalisms establishing the first bank purely managed by the Indians
with Indian Capital.
2.6.1 Business Performance:

Through the long history of more than 122 years of the Bank, 7 banks has
covered with PNB and it has turned into an more grounded and more
grounded with a system of 6941 Domestic branches and 9753 ATMs as on
30th September 2017. The Business figures of the Bank on 30th Sep'17 is
given as under:
Parameter Sep’16 Mar’17 Sep’17 YoY

Gr.%
(Sep’17
over
Sep’16)
Total Deposits 574884 621704 636208 10.7
Net Advances 393731 419493 410266 4.2
Total Business 968615 1041197 1046474 8.0
CASA Deposits 216224 260016 256855 18.8
CASA Share to Domestic Dep. (%) 42.1 45.97 44.38 5.4
Operating Profit 5552 14565 6496 17.0
Net Profit 856 1325 904 5.6
The Core qualities of the Bank is the brand picture with rich 122 years of
presence, in excess of 10 crore clients, CASA base, reliably developing
Operating Profit, minimal effort of Deposits, expanding Small Ticket Business
through utilizing RUSU (Rural and Semi Urban), stable Asset Quality and
expanded pace of digitalization.

As far as Bottom Line parameters, the Bank's Operating Profit expanded to

Rs. 6496 crore in H1FY'18 up from Rs.5552 crore in H1FY'17 and ANet
Profit remained at Rs.904 crore in H1FY'18 as against the Net Profit of Rs.
856 crore in H1FY'17. Net Interest Income of the Bank remained at Rs.7870
crore as on H1FY'18 while Non Interest Income of the Bank remained at
Rs.4238 crore in H1FY'18 demonstrating a development of 14.3%. Retail
Loans of the Bank remained at Rs.71173 crore developing at 15.92% at
Sep'17 while Advances of the Bank were at Rs. 79301 core on 30.09.2017.
Under Priority Sector. Advances to Agriculture and unite segments remained
at Rs.67503 crore demonstrating YoY increment of 9.2%.
The Bank’s Key Financial Ratio showed an improvement in Q2FY’17. Cost to

Income ratio went down from 51.96% in Q2FY’17 to 44.62% in Q2FY’18.
Yield on Advances exhibited improvement in Q2FY’18 to be at 7.94%.
Further Net Interest Margin (NIM) also improved to 2.35% in Q2FY’18. Cost
of Deposits of the Bank decreased to 5.02% in Q2FY’18. The Bank has been
able to maintain its Capital Adequacy Ratio above the regulatory requirement.
The Bank’s CRAR stood at 11.56% which constituted Tier I ratio of 8.88%
and Tier II ratio of 2.68%.
Asset Quality
The Bank continues to lay accent on improving the asset quality. The Bank’s
Gross and Net NPA at Rs.57630 crore and Rs.34570 crore, respectively as on
30th Sep’17. In terms of ratios, the Gross NPA and Net NPA ratio stood at
13.31% and 8.44%, respectively. The Bank has been able to curtail the
Stressed Assets (Restructured Advances + NPA) which have fallen from
18.00% in Sep’16 to 15.72% in Sep’17. Fresh Slippages of the Bank also
showed a downward trend.
The Bank has been putting concerted efforts towards reduce of NPAs by the
way of creating separate War Room for observing irregular loan accounts. The
Bank has launched special One Time Settlement schemes of Doubtful and
Loss Category small & medium size NPA. Towards resolution of the Bank
also practiced Gandhigiri and organized Mega Rin Shivirs.

Digital Banking
The Bank's excursion towards digitalization proceeds through consistent
advancements and upgradations of its current items and administrations. The
Bank endeavors to give an issue free and helpful keeping money
administrations to in excess of 10 crore clients of the Bank.
In Sep'17, the Bank's exchanges at ATMs crossed Rs. 13 crore. The Bank is
likewise searching for Tie Ups for more esteem included administrations. The
Bank likewise propelled two items, for example, e-Rupaya and PNB Rupay
Platinum Credit Card which added to the officially existing wide cluster of
items and administrations. The Bank is likewise investigating to set up Digital
Branches for speedier managing an account administrations.
People Development
People Development through Up-skilling HR and aligning it with its Business
strategy to help improve Customer Service, Commitment, Competencies and
Culture, remains a focus area of the Bank.
The Bank has an On-boarding & Mentoring Program titled “PNB Navodaya”
for newly recruited employees as well as for those recently promoted and first
time Branch Heads. Also, PNB Univ (e-learning App and web based portal) is
at place for all PNB Parivar Members to provide high quality e-learning 24x7.
Priority Sector and Financial Inclusion
PNB remains committed towards nation building and actively participated in

all schemes launched by the Govt. of India for financial and social
empowerment. The Bank’s Priority Sector Advances stood at Rs. 143079
crore showing YoY increase of 4.34%. The Agriculture Advances of bank
stood at Rs.67503 core showing YoY increase of 9.11% in Sep’17. The Bank
issued 48436 fresh Kisan Credit Cards (KCCs) during quarter ending Sep’17
and the cumulative number of KCCs issued since inception stood at 57.84
lakh.

Under PM Jan Dhan Yojana (PMJDY), the Bank opened 174.93 lakh accounts
and Rs. 3141.17 crore has been mobilized in these accounts as on 30th Sep’17.
Under various Social Service Schemes such as Pradhan Mantri Jeevan Jyoti
Bima Yojana (PMJJBY), Pradhan Mantri Suraksha Bima Yojana
(PMSBY) and Atal Pension Yojana (APY), the enrollments were 13,38,594,
64,65,551 and 2,61,353 respectively.
Towards broadening the base of Financial Inclusion, the Bank will continue to
lay focus on branches for opening of Accounts through e-KYC, Jan Suraksha
Schemes specially Atal Pension Yojana. The Bank also plans to undertake
activation of 100% BCAs (Bank Mitrs) and seeding and Authentication of
Aadhaar in all Saving Bank accounts.
CORPORATE SOCIAL OBLIGATION
Under PNB VIKAS-Town Selection Plan, the Bank has embraced 169 towns
in various states. Facilitate through PNB Ladli, the Bank is promoting
instruction among the young ladies in country and semi urban territories. The
Bank likewise has a plan named Swachchh Vidyalaya Crusade to give
budgetary help to development of toilets in government schools of received
towns under PNB VIKAS. The Bank likewise has PNB Kisan Balak Shiksha
Protsahan Yojana for giving money related help to the understudies of poor
horticulture borrowers involving little ranchers, negligible ranchers,
sharecroppers, oral renters and farming work.
AWARDS AND RECOGNITION
The Bank has won numerous lofty honors from powerful local and abroad
granting establishments. The Bank won as of late Dun and Bradstreet
Managing an account Honors 2017-Best Open Division Bank-Government
Plan cooperation Pradhan Mantri Mudra Yojana (PMMY).The Bank also
won National Award in SHG-Bank Linkage for the year 2016-17 under Large
Category Bank by Ministry of Rural Development, Govt. of India.

PNB regained its No. 1 slot amongst Nationalized Banks and second place
amongst Public Sector Banks with overall rank at 191st amongst Top 1000
World Bank by ‘The Banker’ in 2017.
Enhanced Visibility
To make an economical upper hand, the Bank keeps on lying center
around reinforcing brand value by associating with the Gen-Next
fragment. Towards this, the Bank has made the accompanying strides:
 The Bank has made authority make a big appearance on the person to
person communication locales i.e., Twitter and LinkedIn, with a point
of fortifying "Brand PNB" via web-based networking media and to
draw in with clients in a cost proficient way.
 The demonetization drive cleared path for upgraded digitalization

process. The Bank likewise adjusted its methodology appropriately and
paced up the digitalization procedure to give better involvement than
its clients.
 To convey forward advanced plan and associate with Cutting edge, the
Bank has picked Mr. Virat Kohli, an eminent and fiery youthful
cricketer and an adolescent symbol as brand envoy of the Bank.
Way Forward
Going forward, the Bank will maintain its current stance and lay emphasis on
the Small Ticket Advances in Agriculture, MSME and Retail. The Bank has
created a ‘Loan Syndication Cell’ to bring High rated corporate to its fold. The
strategy is to increase qualitative credit growth through mix of retail and
corporate credit. The Bank will continue to work towards speedier recovery in
bad loans and arresting the fresh slippages. The Bank also maintains its focus
on digitalization through leveraging technology for enhanced customer
experience.

MISSION PARIVARTAN, a transformational practice for Business

Brilliance, started in Q1FY'18, spells different concentration regions and
techniques of the Bank for guaranteeing more noteworthy Effectiveness,
Efficiency and Productivity for long haul sustenance and giving the Bank an
edge above its competitors. The Bank will keep on serving the clients with the
improved force and enthusiasm and remain "BHAROSE KA PRATEEK" for
every one of its partners.
2.7 ACHIEVEMENTS
 Punjab National Bank announced its Q1FY2010 results on 29th July

2009, delivering 62% y-o-y growth in net profits to Rs 832 crore
(Rs512cr), substantially ahead of expectations on account of large
treasury gains, apart from healthy operating performance.
 While the bank’s deposit growth was reasonably robust at 4.4%
sequentially and 26.5% y-o-y, unlike the peers its growth in
advances also remained strong at 38% y-o-y.
 In spite of being at the forefront of PLR cuts, the bank posted a healthy
growth in Net Interest Income (NII) of 29% y-o-y.
 Other Income surged 113% y-o-y, driven by strong treasury gains of
Rs 355crore during the quarter in line with industry trends, even as Fee
income was also robust at 45% y-o-y, on the back of strong balance
sheet growth.
 Operating expenses were higher than expected on account of Rs
150crore of provisions for imminent wage hikes.
 Gross and Net NPA ratios remained stable sequentially at 1.8% and
0.2%, with the bank not adopting the guidelines of treating floating
provisions as part of tier 2 capital instead of adjusting against NPAs on
express permission from the RBI.

2.8 SWOT ANALYSIS
Let’s analyze SWOT in order to know as to where the company stands.
STRENGTH
 Wide network
 Large number of customers
 Fast adaptability to technology
 Brand image
WEAKNESS
 Casual behaviour
 Corruption and red tapism
 Slow decision making due to large hierarchy
 High gross NPA
OPPORTUNITIES
 Home to home banking services
 Diversification towards other fields
 Globalization
THREATS
 Stiff competition from SBI and other private players.

CHAPTER - 3
INDUSTRY PROFILE
3.1 WHAT IS BANKING?

Banking in traditional way of the business of accepting the deposits of money
from public for the purpose of providing and investments. These deposits can
have a distinct feature of being withdrawal by cheques, which no other
financial institution can offer. In addition, banks also offer various other
financial services, which includes: –
 Issuing Demand Draft and Travellers Cheques

 Credit Card
 Collection of Cheques and Bills of Exchange
 Safety Deposit Lockers
 Distributing Letter of Credit and Letter of Guarantee
 Sale and Purchases of Foreign Exchange
 Custodial Services
 Investment and Insurance services
The business of banking is highly accelerated since the banks deal for the
money offered to them by the public and ensuring the safety of this public
money is one of the prime responsibilities of any bank. That’s banks are
expected to be preduent in their lending and investment
activities. Every bank has Compliance department, which is responsible to
ensure that all the services offered by the banks and the processes followed are
in compliance with the local regulation and the bank’s corporate policies:
 Banking Regulation Act, 1949

 Foreign Exchange Management Act, 1999
 Indian Contract Act, 1872
 Negotiable Instrument Act, 1881

Banks lend money either for productive purposes to individuals, firm

corporate etc. or for buying house property, cars and other durable and for
investment purposes to individuals and others.
However banks do not finance any speculative activity. Lending is risk taking;
having prudent norms for lending should cover the risk. The depositors of
banks are also assured of their money by deploying some percentage of
deposits in statutory reserve like SLR and CRR.
3.2 BANKING INDUSTRY IN INDIA
Saving money in India has its starting point as ahead of schedule as the Vedic
period. It is trusted that the change from cash loaning to managing an account
probably happened even before Manu. The colossal Hindu Legal adviser, who
has dedicated an area of his work to stores and advances and set down
standards identifying with rate of intrigue. Amid the Tycoon time frame, the
indigenous investor assumed an essential part in loaning cash and financing
outside exchange and trade. Amid the times of the East India Organization it
was the turn of the office houses to bear on the keeping money business. The
General Bank of India was the primary joint Stock Bank to be built up in the
year 1786. The others, which took after, were the Bank of Hindustan and
Bengal Bank. The bank of Hindustan is accounted for to have proceeded till
1906 while the other two bombed meanwhile.
In the main portion of the nineteenth Century of East India Organization

builds up three banks; The Bank of Bengal in 1809, the Bank of Bombay in
1840 and the bank of madras in 1843. These three banks otherwise called
administration Bank was autonomous units and worked well. These three
banks were amalgamated on 27th January 1921. With the death of the State
Bank of India Act in 1955 the Hold Bank of India Act 1934. In the wake of the
Swadeshi Development, various save money with Indian administration were
build up in the nation in particular, Punjab National Bank Ltd., Bank of India
Ltd., the National Bank of India Ltd., Indian Bank Ltd., the Bank of Baroda

Ltd., and the National Bank of India Ltd. On July 19, 1969 fourteen
noteworthy banks of the Nation were nationalized and in fifteenth April 1980
six more business private division banks were likewise assumed control by the
Legislature.
Today the business managing an account framework in India might be

recognized into:
PUBLIC SECTOR BANKS:
State Bank of India & its associate bank called the State Bank Group, 20
nationalized banks, Regional Rural Banks mainly sponsored by public
sector banks Old generation private bank, New generation private bank,
foreign banks in India, Scheduled co-operative bank, non-scheduled banks.
CO-OPERATIVE SECTOR BANKS:
The co-operative sector has been developed in the country to the supplement
the Village moneylender. The co-operative banking sector in India is divided
into four components State Co-operative Banks, Central Co-operative Banks,
Primary Agriculture Credit Societies, Land Developmesssnt Banks, Urban Co-
operative banks, Primary Agriculture Development Banks, Primary Land
Development Banks, and State Land Development Banks.
DEVELOPMENT BANKS:
Industrial Finance Corporation of India (IFCI), Industrial Development Bank

of India (IDBI), Industrial Credit and Investment Corporation of India (ICICI),
Industrial Investment Bank of India (IIBI), (SIDBI), National Bank for
Agriculture & Rural Development (NABARD).

NATIONAL HOUSING BANK:
The Indian managing an account can be comprehensively arranged into

Nationalized, Private Banks and ,Specific Banking Institution. The RBI Goes
about as a brought together body, monitoring and the errors and weakness in
the framework. Since the Nationalization of Banks in 1969, people in general
area banks have collected a position of noticeable quality and have from that
point forward seen huge improvement. Conservative banking practices
allowed India Banks to be insulated partially
formtheAsiacurrency crises, India banks are now quoting all higher valuation
when compared to Bank to other Asian countries that have major problems
linked to huge NPA’s and payment defaults. Co-operative banks are nimble
footed in approach and armed with efficient branch network focus primarily
on the high revenue niche retail segments. The India banking was finally
worked up to the competitive dynamic of the new India market and is
addressing the relevant issues to take on the multifarious challenges of
globalization. Private Banks has been quick on the take-up and is reorienting
their procedures utilizing the enthusiasm as a medium. The Web has risen as
the new and testing wilderness of promoting.
The substantial measurement of advancement have to a great extent brought

this change and economic reforms that allowed banks to explore new business
openings rather producing incomes from ordinary streams i.e. getting and
loaning. The saving money in India is profoundly divided with managing an
account unit adding to very nearly 55 of stores and 60% of advances. Indian
nationalized banks keep on being the real moneylender in the economy
because of their sheer size and penetrative systems which guarantees them
high store activation. The India keeping money can be comprehensively
ordered into nationalized, private banks and concentrated managing an
account establishments. The RBI goes about as a brought together body
observing any disparities and weakness in the framework. It is premier
observing body in the Indian money related division. The nationalized banks
proceed with that out of business banks working in India, banks are in people
in general area and 5 are in the private part.
CHAPTER-4
LITERATURE REVIEW
Generally review of literature helps to identify the gaps in the study and helps
to clarify the doubts regarding to the study.
It gives a better and clear structure to the uncovered areas in the study and
adds meaning to the study.
4.1 CONSUMER RESEARCH IN DIFFERENT DISCIPLINES
A considerable body of literature exists on consumption, consumer behaviour

and consumer decision making process.
Most of the consumer research focused on adopter categories, habits, attitudes

and intentions rather that on actually measuring the satisfaction level with the
service.
4.1.1 CONSUMER SATISFACTION PROCESS
The paramount goal of marketing is to understand the customer and to

influence buying behaviour.
The process can be depicted as follows:-
 Need recognition- realization of the difference between the desired and

the current situation that serves as a trigger for entire process.
 Search for information.
 Pre purchase alternative evaluation.
 Consumption(utilization of the procured option)

 Post purchase alternative re-evaluation.
 Divestment(disposal of the unconsumed product and it’s remnants)
4.2 WAYS FOR MAINTAINING RELATIONS WITH THE

CUTOMERS ADOPTED BY PNB
The capacity of the managing an account industry to accomplish the financial

targets and in the process bringing an ever increasing number of clients into its
crease will at last rely upon the fulfillment of the clients. We have a solid
conviction that a fulfilled client is the chief factor in building up our business.
A need was felt by us at Punjab National Bank that so as to end up more

clients cordial the Bank should turn out with Charter of its administrations for
the clients. Residents' Charter idea was considered as a base instrument to fill
this need and appropriately this record was readied. This record was made in
discussion with the clients and features our Bank's duties towards the
consumer loyalty, in this manner guaranteeing responsibility and duty among
its authorities and staff. This Code for clients not just clarifies our dedication
and duties alongside the reviewed techniques yet additionally indicates the
commitment with respect to clients for solid practices in Customer-Banker
connections.
This isn't a definitive record making rights and responsibilities. The Code has
been set up to progress sensible dealing with a record sharpens and to give
information in respect of various activities relating to customer profit.

We wish to perceive the movement taken by the Service of Back, Legislature

of India and Service of Regulatory Changes and Open Grievances for
encouraging us to draw out this Code.
We keep up predictable meetings with our statistic through various Courses,

Client Meets, et cetera to evaluate improve and expand the extent of
organization to customer. Regardless, every one of our customers are
requested to keep us taught of their experiences about the diverse
organizations rendered by the Bank and don't waver to comment on this Code.
We intend to bring it out in various Territorial Dialects in ensuing years.

CHAPTER -5
RESEARCH METHODOLOGY
Research is a specialty of logical examination through scan for new realities in

any branch of learning. It is minute from known to obscure. Research
dependably begins with question or an issue.
Its motivation is to discover answers to inquiries through the utilization of the

logical technique.
It is a methodical and serious investigation coordinated towards a more entire

learning of the subject contemplated.
As marketing does not address to itself to basic or fundamental question, it

does not qualify as basic research. On the contrary, it tackles problems, which
seem to have immediate commercial potential.
In perspective of the real thought, showcasing exploration ought to be viewed

as connected research.
We may likewise say that advertising research is the two sorts of critical
thinking and potential arranged.
Marketing research is as systematic and objectives study of the problem

pertaining to the marketing of the goods and services. It may be emphasized
that it is not restricted to any particular area of marketing, but is applied to all
the phases and aspects.

5.1 DEFINATION OF KEY TERMS
DESCRIPTIVE RESEARCH:
It describes characteristics of population used or the phenomenon has been
studied.
CONVIENCE SAMPLING:
It is convenient sample where the researcher can easily access the population
that is close to the researcher hand
POPULATION:
It is the collection objects or individuals are known to have similarity in them.
SAMPLING UNIT:
A single section has selected as a sample is from the whole population for the
research.
5.2 OBJECTIVE OF THE STUDY
 To understand the PNB banking System.
 To understand the retail trends followed by the modern retail Banks.

To understand the banking relationship of organizations with their
existing banker.
 Product Innovation for them.
 To generate the business by generating leads.

5.3 Scope of study:
 My study will help in understanding the banking system as well as to

identify the existing PNB “Market reputation” in the banking sector.
 My study will provide information about general practices adopted by

the PNB bank in order to carry their customers in the area of retail
banking business.
5.4 LIMITATIONS OF THE STUDY
 Since test estimate is small to the point that outcome might be not
summed up.
 Some of the respondents indicates biasness and gave wrong data.
 Due to persuade testing, respondents may not be really portrayal of the

number of inhabitants in inquire about intrigue.
 Respondents are hesitant to answer may not be exact.
 Cost limits the utilization of likelihood inspecting strategy.
 Some of the respondents don't coordinate and are not keen on

replying.

5.5 RESEARCH DESIGN AND SAMPLING
1) Data to be collected
Data includes facts and figures, which are required to collected to achieve the
objectives of the project. In order to determine the the present position and
satisfaction of customer of PNB.
a) Primary data
The data is being collected for the first time or to particularly fulfil the
objectives of the projects known as primary data.
Three types of data were:
-The market share of PNB.
-The market share of the other brands available in the market.
-Responses of consumer.
-Identifying pros and cons of the brand.
The above primary date was collected through responses of consumer was
conducted through questionnaires prepared for them.
b) Secondary data
Secondary data are that type of data, which are already assembled and need
not to collected from outside.
Three types of data were:
Company profile
Product profile
Competitor’s profile
The aforesaid data were collected through internet and financial report.

2) Data collection method
For given project, the primary data, ths needed to collect for the first time,
were much significant. This type of information gathered through survey
technique, which is the most popular and effective technique for correct data
collection.
The survey was completed with the use of questionnaires
3) Sampling
Sample is the small group taken under consideration from the total group.
This small group represents the total group. In the project the market research,
which was ask to be studied was Bangalore market but as it was possible
approach all the respondent customer of the city. Hence a sample was selected
which represents the whole city. The area selected for the sample is present
further in the appendix. Sample size of customer list was taken from PNB
customer.
4) Universe
Population of Bangalore.
5) sample design
Sampling refers to the method of selecting sample from a given universe with
a view of draw conclusions about the universe selected for study.
Convince examining is utilized as a part of exploratory research where the

scientist is keen on getting an economical guess of reality. As the name
suggests, the example is chosen since they convent. This non likelihood
technique is regularly utilized amid preparatory research endeavours to get a
gross gauge of the outcomes, without bringing about the cost or time required
to choose an arbitrary example.

6) Sample size
Characterizing the number of inhabitants in concern. Determining the testing

outline, an arrangement of things or occasions conceivable to quantify.
Indicating an examining strategy for choosing things or occasions from the
edge. Deciding the example estimate.
The example measure is 50-100
7) Sample techniques
Convince testing strategy was utilized as a part of the review led.
Straightforward arbitrary examining In this unit of populace has level with

chance being incorporated into the example.
5.6 TOOLS FOR ANALYSIS
The major tools used for the purpose of study:
 Pie chart
 Column chart
 Bar chart

Chapter – 5
DATA ANALYSIS AND INTERPRETATION
Q1: Gender?
Gender No of respondents
Female 23
Male 30
Total 54
No of respondents
Female male
43%
57%
Inference: From the above chart, we can see that 43% respondents are female
and 57% are male. This shows that more men are taking services from the
bank.

Q2: What is your age?
Age No. Of respondents

20-30 12
31-40 16
41-50 14
More than 50 12
Total 54
No. Of respondents
No. Of respondents
18 16
16 14
14 12 12
12
10
8
6
4
2
0
20-30 30-40 40-50 More than 50
Inference:
From the above table it is inferred that, 43% most of the customers of the
bank of fall in the age group is more than 50 & 22% are in the age group of
41-50 which shows elder people taking more services. On other hand, 26% are
in the age group of 31-40 & 22% are in the age group of 20-30 which shows
that the younger generation are not taking services from the Punjab national
services.

Q3: What is the single most important reason that you have chosen PNB?
Reason No of respondents
ATM services 6
Easy loan facility 8
I have traditional bank account 14
Near to our city 10
Net banking facility 4
The brand name of the bank 12
Total 54
No of respondents
No of respondents
The brand name of the bank 12
Net banking facility 4
Near to our city 10
I have traditional bank account 14
Easy loan facility 8
ATM services 6
0 2 4 6 8 10 12 14 16
INREPRITATION: There are 26% customers has chosen the bank because of
having an traditional bank account and 22% has chosen for its brand name.
Other 19% , 15% , 11% and 7% has chosen for near to the city, easy loan
facility, ATM services and net banking facility respectively.

Q4: Which type of service you are taking from PNB?
No of respondents
Current account 14
Fixed account 12
NRI account 2
OD account 1
Saving account 25
Total 54
No of respondents
Current account Fixed account NRI account
OD account Saving account
26%
46%
22%
2% 4%
INREPRITATION: According to the survey 46% of the customer taking

saving account service and 26% of the customer has current account in the
bank. 22% of the customers are taking service of fixed account, 4% of the
customers are taking service of NRI account and other 2% are taking over
draft services from the bank.

Q5: Since how many years you are dealing with PNB?
Years No of respondents
0 to 1 years 10
1 to 2 years 14
2 to 3 years 8
3 to 4 years 10
More than 5 years 12
Total 54
No of respondents
0 to 1 years 1 to 2 years 2 to 3 years
3 to 4 years More than 5 years
22% 18%
19% 26%
15%
INTERPRETATION:
26% of the customers are dealing with the bank from 1-2 years, 22% of the
customers are dealing with the bank from more than 5 years. 19% of
customers are has account with the bank from 3 to 4 years. 18% of the
customers are dealing with the bank from o-1 year and 15% of the customers
are dealing from 2-3 years.

Q6: Are you able to use online banking service?
No of respondents
Yes 20
No 16
Not aware about it 13
Total 54
No of respondents
Yes No Not aware about it
26%
41%
33%
INREPRITATION:
According to the chart 41% customers are using online banking services and
33% customers are not using online banking services. Other 26% customers
are not aware about the online banking services of Punjab national bank.

Q7: Which service satisfies you most?
No of respondents
ATM 12
Loan 19
Mobile banking 8
Net banking 15
Total 54
No of respondents
ATM Loan Mobile banking Net banking
28% 22%
15%
35%
INREPRITATION:
There are 35% responds are highly satisfied with the loan facility from the
bank and 28% responds are satisfied with the net banking facility. Other 22%
responds and 15% responds are satisfied with the ATM and mobile banking
facility of the Punjab national bank.

Q8: What is the main reason that you typically visit your branch?
No of respondents
Advise on loan 3
To make deposit 29
To withdrawal money 5
To get advance 7
To take loan 6
Any other please specify 4
Total 54
No of respondents
Advise on loan To make deposit
To withdrawal money To get advance
To take loan Any other please specify
7% 6%
11%
13%
9% 54%
INTERPRETATION:
54% of the customers visit the bank for the purpose of depositing the money
and 13% of the customers visit the bank to get advance from the bank. Other
hand 11% of the customers visit the bank to take a loan, 9% of the customer
visit the bank to withdraw the money from the account and 7% of the
customers visits the bank for other purposes like to open account for others,
pension related information etc.

Q9: If you are provided with better service by optional bank, would you
like to move to other bank?
No of respondents
Yes 21
No 10
May be 23
Total 54
No of respondents
Yes No May be
43% 39%
18%
INTERPRETATION:
In case of better service provided by the other bank there are 43% customers
are in doubt of moving to the other bank and 39% of the customer will
definitely move to the other bank. There 18% of the loyal customers will not
leave the bank in case of better service provided by the other banks. They are
happy with the services of the Punjab national bank.

Q10: Are you satisfied with the financial transactions of the bank?
No of respondents
Very Satisfied 29
Somewhat satisfied 10
Satisfied 8
Dissatisfied 7
Total 54
No of respondents
very satisfied Some what satisfied Satisfied Dissatisfied
13%
15%
54%
18%
INTERPRETATION:
There are 29 responds are very satisfied with their facility provided by the
Punjab national bank. 8 responds are satisfied. 10 responded are somewhat
satisfied. 7 responded are dissatisfied.

Q11: Do you use the service of alternative bank?
No of respondents
Yes 46
No 8
Total 54
No of respondents
Yes No
15%
85%
INTERPRETATION:
From the above chart we can see that, 85% of the respondents are taking the
service from alternative bank and 15% of the respondents said that they are
taking the service only from the Punjab national bank.

Q12: What do you feel about overall service quality of the bank?
No of respondents
Average 13
Excellent 17
Good 24
Poor Nil
Total 54
No of respondents
Average Excellent Good Poor
0%
24%
44%
32%
INTERPRETATION:
From the above table we can see that, 54 of respondents have said the service
under four heads - Poor, Average, Excellent, Good as 0%, 24%, 32%, 44%
respectively. Therefore we can conclude that overall service quality of the
bank is satisfactory.

CHAPTER-7
FINDINGS
 44% of the respondents viewed overall service of the Punjab national

bank as excellent.
 There are 22% customer are highly satisfied with ATM and 35%
customers are satisfied with the loan service from the bank.
 There are 29 customer highly satisfied with responsiveness rated 73%
whereas 8 customers are satisfied with reliability rated 22%.
 In Punjab national bank, the customer who is highly satisfied with
financial transaction is 73% following by 22% satisfied in general.
 58% customers have found easy to open new account whereas 42%
customer opened its bit difficult.
 54% customers are highly satisfied with core banking services
followed by 15% as a satisfied with customer service.
 There are 20% customers are highly satisfied with the interest rate by
followed by 40% customers who are satisfied.
 The customers responded differently to the question which service is
best, so no conclusive finding can be obtained.

CHAPTER – 7
RECOMMENDATION AND CONCLUSION
With respect to managing an account items and administrations, customers

react at various rates, contingent upon the buyer's attributes. Consequently I
PNB should endeavor to convey their new item and administrations to the
consideration of potential early adopters.
 Direct client mindfulness and preparing program with a specific end

goal to make them mindful and utilize web keeping money and
portable managing an account so it spares a great deal of exchange
time of the clients.
 Punjab national bank gives arrangement of way to entryway benefit on

account of opening of another record.
 Make essential strides to decrease the credit preparing which now takes
days.
 Do more ad in country zones orchestrating presentations, investments

in fairs and celebrations, provincial painting and reputation driven.
 Because of the extreme rivalry in the budgetary market, PNB ought to

embrace better techniques to draw in more clients.
 Return on speculation organization notoriety and premium outpouring

are most favored properties that are normal by the respondents. Thus
more noteworthy concentration ought to be given to these
characteristics.

 PNB ought to embrace powerful special techniques to build the

mindfulness level among the buyers.
 PNB ought to request their customer criticism to know whether the

buyers are extremely fulfilled or disappointed with the administration
and result of the bank. In the event that they are disappointed, at that
point the purposes behind disappointment ought to be discovered and
ought to be revised in future.
 The PNB mark name has earned a considerable measure of generosity

and appreciates high brand value. As there is extreme rivalry, PNB
should endeavour to keep up its position and offer better administration
and items to buyers.
 The bank should attempt to build the Brand picture through execution
and administration at that point, just the clients will be fulfilled.
 Majority of the general population discover keeping money vital in

their life, so PNB should utilize the techniques to change over the need
in to require which will improve their business.

CONCLUSION
The project entitled “A STUDY TO UNDERSTAND THE

CUSTOMER SATISFACTION AT PNB” has helped me in studying
satisfaction about services and products offered to customers.
Hence the opening of the banking sector, private banks are in the fray
each one trying to cover more market share than the other.
However, PNB is a long ways behind SBI. PNB should likewise be ready
what with Private Banks (ICICI, HDFC) breathing down its neck.
To put it plainly, I might want to state that the very demonstration of the
concerned administration at PNB in giving me the activity of basically looking
at customer fulfillment towards money related items and administrations of the
organization is a stage in their persistent mission of making all round upgrades
as a methods for advance.
For the smooth running of any venture consumer loyalty assume a vital part,
there we additionally endeavor to locate the out the consumer loyalty towards
Punjab national save money with reference to Bangalore.
The client is happy with general administration or offices of Punjab national

bank.
Execution of Punjab national put money on advance, over draft, ATM and
monetary exchange are fulfillment with the client.
Administration of Punjab national manage an account regarding stopping,

sitting and tidiness are fantastic.

Customer is satisfied with employee responsiveness, wide branch network,

computerized and interest rate.
Information Technology course do promise to change the pace of banking to

the next few years.
I am sure the bank will find my findings relevant and I sincerely hope
it uses my suggestions enlisted, which I hope will take them miles ahead of
competition.
I am sure the bank has a very bright future to look forward to and will
be a trailblazer in its own right.


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CUSTOMER SATISFACTION

As a feature of summer internship, I was made to go with client relationship

My Summer Training included the following: -

 An In-depth Induction through the Computer Based Training Module

REVA UNIVERSITY Page 1

INTRODUCTION TO THE TOPIC

1.1 CUSTOMER SATISFACTION

Customer satisfaction is a tool used to gather information about the existing or

REVA UNIVERSITY Page 2

Definition 1: Customer satisfaction is equivalent to making sure that product

Definition 2: Customer satisfaction is the perception of the customer that the

Definition3: Customer satisfaction occurs when acquisition of products nd/or

Increasing abnormal amounts of consumer loyalty is critical to a business

There are numerous variables which lead in abnormal amounts of

Items and administrations which are client centered and consequently

REVA UNIVERSITY Page 3

1.2 BENEFITS OF CUSTOMER SATISFACTION

The significance of consumer loyalty and support is progressively

What Do Customers Want?

Before we start to make devices measure the level of fulfillment, it is

Client desires have two writes –

Communicated Customer Expectations are those necessities that are

REVA UNIVERSITY Page 4

Inferred Customer Expectations are not composed or talked but rather

The client is constantly right. Provider's activity is to give the client

1.3 WHAT CONSTITUTES SATISFACTION?

We can't make consumer loyalty just by meeting client's prerequisites

Real Attributes of consumer loyalty in saving money industry can

REVA UNIVERSITY Page 5

Responsiveness and capacity settle dissensions and reject reports.

Overall correspondence, availability and disposition.

1.4 WHAT ARE THE TOOLS?

Client desires can be distinguished utilizing different techniques, for

Periodic contract surveys

Market look into

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Contingent on the customer base and affordable assets, we can picked

1.5 CUSTOMER SATISFACTION SURVEYS

Defining Objectives of the Survey

Design Survey approach

Develop polls and structures

Administer Survey (Email, Telephone or Post)

Method of aggregating information and breaking down the

Format of the answer to exhibit the discoveries

REVA UNIVERSITY Page 7

There is on point in making insignificant inquiries in consumer loyalty

A consumer loyalty estimation review ought to at any rate recognize

Importance to clients (Customers needs)

Customer observation at provider execution

Your execution in respect to client's needs.

Priorities for development

Space ought to dependably accommodated the clients possess

REVA UNIVERSITY Page 8

Regularly, we bargain different faculty at different levels in the client's

Respondents must gave approach to express the significance they

1.6 INDUSTRY ANALYSIS (PORTERS MODEL) :

The porters model is generally used to know or analyze the attractiveness

The name itself indicates it is 5 force model

The five forces are as mentioned below

 Bargaining power of suppliers

This model captures the key elements of the industry.

In simple words porters model is simple frame work for analyzing

REVA UNIVERSITY Page 9