chapter 01

INTRODUCTION
1.1 Introduction
Customer satisfaction is a measure of how products and services supplied by a company
meet or surpass customer expectation. It seems as a key performance indicator within business
and often part of a balanced scorecard. Customer satisfaction is seen as a key differentiator
where a competitive market place exists and businesses complete for customers. It has become a
major element of business
Customer satisfaction is defined as a measurement that determines how happy customers
are with the company's products, service and capabilities. Customer satisfaction is important
because it provides marketers and business owners with metrics that they can use to manage
and improve their business. The most basic objective of customer satisfaction surveys is to
generate valid and consistent customer feedback, which can then be used to imitate strategies
that will retain customers and thus protect one of the most valuable corporate assets loyal to customers.
Electronic banking has many names like e-banking, online banking or internet banking.
e-banking is simply the use of electronic and tele-communication networks for delivering
various banking services. It is an electronic payment system that enables customers of a bank or
other financial institution to conduct a range of financial transactions through the financial
institution websites. Through e-banking a customer can assess their accounts and contact many
transactions using computer or mobile phones
To access online banking a customer with internet access will need to register with the
institution or step an application in their mobile phone and step a password and other credentials for
verification. Usually online transactions include checking account balances, listing recent
transactions, electronic bill payment and fund transfer between accounts
Online banking is mostly used by youngsters and students. Through the invention of
mobile phones, making usage of several applications online banking became more easier than
traditional banking
Application based e-banking can be also be referred as mobile banking. Mobile banking
allows the customer to conduct financial transactions remotely using a mobile device, such as a
smartphone or tablet. It depends upon the availability of an internet for data connection. Transactions
through mobile banking depends upon the features of the mobile banking application provided
and typically includes obtaining account balance and list of latest transactions, electronic bill
payment, remote check deposit, fund transfer, p2p payment etc...
Mobile banking is one of the major significant techniques through which the customer can
carry out banking transactions on the mobile phone through a data service provider. We can rather
call this facility "Anywhere and any moment banking."

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1.2 Statement of the problem

 Electronic banking is one of the major things that come to mind when one thinks about the
future of banking. It is generally assumed that electronic banking is new and that it will replace
or supplement many channels of delivery of retail banking services. But nowadays the access of
application-based mobile banking and internet banking has become rapid and most of the
youngsters and students prefer mobile banking and application. So it has become significant to
conduct a study on customer satisfaction towards the usage of mobile banking applications
among the students. Hence the topic for the study as "A STUDY ON CUSTOMER S AT
I S FA C T I O N O F C O L L A G E S T U D E N T S U S I N G A P P L I C AT I O N B A S E D MOBILE
BANKING"

1.3 Significants of the study

E-Banking provides many advantages for banks and customers, especially for youngsters in
the modern economy. e-banking has made life much easier and banking much faster for both
customer and bank. Accordingly most of the youngsters prefer to use applications for banking so
this study has been conducted to know the satisfaction level of college students using
applications based on e-banking

1.4 Objectives of the study

1.4.1 Primary objective
To study the customer satisfaction of college students using application based
mobile banking

1.4.2 Secondary objective

To understand usage habits of college students using application based mobile banking

1.5 Research methodology

Research methodology is a way systematically to solve the research problem. It is
necessary for the researcher to know not only the methods or techniques but also the
methodology

1.6 Research design

1.6.1 Primary data
The study is mainly based on primary data that has been collected directly from the
college students through structured questionnaires. This has been obtained from individual
sample units

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1.7 Sample design

1.7.1 Sample unit

 The sampling unit is a single individual college student who is having or not having
mobile banking

1.7.2 Sampling method

Self-administrated personal survey method has been used to collect the necessary data for
this purpose. A structured questionnaire has been designed

1.7.3 Sample size

The sample size taken from this study is 50 college students

1.8 Technique of analysis

Simple statistic tools like percentage graph, table, pie chart etc... are used for the
analysis of primary data

1.9 Limitations
This study is limited to the satisfaction of students using mobile banking applications

1.10 Chapterisation
Chapter 01 Introduction
Chapter 02 Review of literature
Chapter 03 Theoretical framework
Chapter 04 Data analysis and interpretation
Chapter 05 Findings, suggestions and conclusions

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