PROJECT REPORT

ON
“CUSTOMER SATISFACTION OF J&K BANK”

Submitted to the University of Kashmir in partial fulfillment of the

requirements for the award degree.

Masters of Business Administration (MBA)

BY
AKEEL NAZIR SHEIKH

Registration No: 2DBS-2011

Under the guidance of
Ms. Rumysa

IQBAL INSTITUTE OF Affiliated to

TECHNOLOGY & MANAGEMENT UNNIVERSITY OF KASHMIR
Sheeshgaribagh, Srinagar- 190014 HAZRATBAL- 190006

BATCH 2015-17
 CERTIFICATE
This is to certify that Akeel Nazir Sheikh the student of department of Management, Iqbal Institute of

Technology & Management has carried out a project entitled “Customer satisfaction Of The J&K

bank” An authentic work is carried by him at the Jammu And Kashmir Bank, Imam Sahib Branch. This has

been performed in partial fulfillment of his M.B.A. degree from the Kashmir University. The project

finds less scope of duplication and plagiarism and has not submitted for award of any other degree,

diploma or course in any university or institute. The study has been completed with the time schedule as

prescribed under the university statutes.

We wish him all the success in his future endeavors.

Signature of the Guide

Name of the Guide:

Designation:

Date:
 CERTIFICATE

This is to certify that Akeel Nazir Sheikh the student of department of Management, Iqbal Institute of

Technology & Management has carried out a project entitled “Customer Satisfaction of the j&k bank”
This has been performed in partial fulfillment of his M.B.A. degree from the Kashmir University. The
project finds less scope of duplication and plagiarism and has not submitted for award of any other
degree, diploma or course in any university or institute. The study has been completed with the time
schedule as prescribed under the university statutes.

We wish him all the success in his future endeavors.

Ms. Asma Gulzar

H.O.D DEPARTMENT OF MANAGEMENT STUDIES

Place: Srinagar

Date:
 DECLERATION
I hereby declare that the project entitled “Customer Satisfaction Of J&K Bank” has been pen-locked by me

during my summer internship program at J&K Bank, under the valuable guidance of Mr. Zulfikar Gani in partial

fulfillment for the degree of the M.B.A. from Kashmir University.

I also declare that this project report is the result of my own effort and has not been submitted to any other

university before.

Akeel Nazir Sheikh

ROLL NO: 15036114014

REG. NO: 2 –DBS-2011

Place : Srinagar

Date:
 ACKNOWLEDGEMENT
(In the name of Allah, the most beneficent and most merciful)

All praises to Almighty Allah alone, the compassionate and merciful, who has been a source and guided me on the
right path of righteousness.

First and foremost, I express my gratefulness to Allah, whose presence has been a source of courage and
confidence to fight against hardships encountered in life. I always felt him standing with me through thick and
thin.

I have no words to express my deepest gratitude to my supervisor. Mr. Zulfikar gani, Banking Associate, “J&K

Bank”.Srinagar, under whose supervision I completed this research work. I pay my homage and sincere thanks to

his for the valuable suggestions. I always received enlightens, inspiration, and encouragement through his

guidance. Actually this work owes At the completion of my MBA project, it is a pleasant task to express my

thanks to Branch Head, Mr.Zulfikar Gani for giving me an opportunity of doing internship program in “J&K Bank

Imam Sahib” to him as he guided me generously and cultivated an inquisitive approach in me.

I pay my sincere thanks to Ms.Rumyisa, lecture, Department of management studies, Iqbal Institute of

Technology & Management, Srinagar, for her co-supervision and help to boost my morale during the course of

study. I express my sincere gratitude for her extremely valuable guidance, encouragement and untiring efforts

which enabled me to complete this work.

In the end I would like to thank all those people who in some way or the other way helped me during of this

study. May Allah bless them?

Akeel Nazir Sheikh

Place: Srinagar

Date:
 INDEX
No Contents PAGE NO’S

Executive Summary 1

1 Introduction Of J&K Bank 2-19

2 CUSTOMER ANALYSIS 20-27

3 Objective Of The Study 28-29

4 Research Methodology 30-34

5 Data Analysis & Data Interpretation 35-47

6 Conclusion, Findings And Suggestions 48-51

Bibliography 52-53

Questionaries’ 54-59