RESEARCH METHODOLOGY

Statement of prob.
This Study will help us to understand the consumer’s satisfaction about
banking services and products. This study will help banks to understand,
how a consumer selects, organizes and interprets the Quality of service and
product offered by banks.
The market is more aware and realistic about investment and returns from
financial products. In this background this study tries to analyze the
customer satisfaction towards banking services in general and PNB in
particular.

NEED FOR THE STUDY

 The deeper the company understands of consumer’s needs
and satisfaction, the earlier the product or service is introduced ahead of
competition, the greater the expected contribution margin. Hence the
study is very important.
 This study will help companies to customize the service
and product, according to the consumer’s need.
 This study will also help the companies to understand
the experience and expectations of the existing customers.

SCOPE OF THE STUDY

This study is limited to the consumers with in New Delhi city. The study
will be able to reveal the preferences, needs, satisfaction of the customers
regarding the banking services, It also help banks to know whether the
existing products or services the are offering are really satisfying the
customers needs.
OBJECTIVE OF THE STUDY
1. To have an understanding on the behaviors of customer towards bank.
2. To find the customer is getting expected service from the bank.
3. To produce an executive service report to upgrade service
characteristics.
4. To understand consumer’s preferences.
5. To understand the level of satisfaction of the customers

RESEARCH METHODOLOGY

A descriptive study tries to discover answers to the questions who,

what, when, where, and, sometimes, how. The researcher attempts to
describe or define a subject, often by creating a profile of a group of
problems, people, or events.
Such studies may involve the collection of data and the creation of a
distribution of the number of times the researcher observes a single event or
characteristic (the research variable), or they may involve relating the
interaction of two or more variables. Organizations that maintain databases
of their employees, customers, and suppliers already have significant data to
conduct descriptive studies using internal information. Yet many firms that
have such data files do not mine them regularly for the decision- making
insight they might provide.
This descriptive study is popular in business research because of its
versatility across disciplines. In for-profit, not-for-profit and government
organizations, descriptive investigations have a broad appeal to the
administrator and policy analyst for planning, monitoring, and evaluating. In
this context, how questions address issues such as quantity, cost, efficiency,
effectiveness, and adequacy. Descriptive studies may or may not have the
potential for drawing powerful inferences. A descriptive study, however, does
not explain why an event has occurred or why the variables interact the way
they do.

SAMPLE METHOD
Convenience sampling method is used for the survey of this project. It is a
 non- probability sample. This is the least reliable design but normally the
cheapest and easiest to conduct. In this method Researcher have the freedom
to choose whomever they find, thus the name convenience. Example
includes informal pools of friends and neighbors or people responding to a
newspaper’s invitation for readers to state their position on some public
issue.

SAMPLE SIZE
Sample size denotes the number of elements selected for the study. For the present study, 100
respondents were selected at random. All the 100 respondents were the customers of different
branches of PNB.

SAMPLING METHOD
A sample is a representative part of the population. In sampling technique, information is
collected only from a representative part of the universe and the conclusions are drawn on
that basis for the entire universe. A convenience sampling technique was used to collect data
from the respondents.

METHOD OF DATA COLLECTION

To know the response, the researcher used questionnaire method. It has been designed as a
primary research instrument. Questionnaires were distributed to respondents and they were
asked to answer the questions given in the questionnaire.
The questionnaires were used as an instrumentation technique, because it is an important
method of data collection. The success of the questionnaire method in collecting the
information depends largely on proper drafting. So in the present study questions were
arranged and interconnected logically. The structured questionnaire will reduce both
interviewers and interpreters bias.
Further, coding and analysis was done for each question’s response to reach into findings,
suggestions and finally to the conclusion about the topic.

DATA COLLECTED :
Every decision poses unique needs for information, and relevant strategies can be developed
 based on the information gathered through research. Research is the systematic objective and
exhaustive search for and study of facts relevant to the problem .
Research design means the framework of study that leads to the collection and analysis of
data. It is a conceptual structure with in which research is conducted. It facilitates smooth
sailing of various research operations to make the research as effective as possible.

PRIMARY DATA
Primary data are those collected by the investigator himself for the first time and thus they are
original in character, they are collected for a particular purpose. A well- structured
questionnaire was personally administrated to the selected sample to collect the primary data.

SECONDARY DATA
Secondary data are those, which have already been collected by some other persons for their
purpose and published. Secondary data are usually in the shape of finished products. Two
types of secondary data were collected for the preparation of the project work:
 Internal Data was generated from company’s brochures, manuals and annual reports
 External Data, on the other hand, was generated from magazines, research books, intranet
and internet (websites).

TYPE OF RESEARCH :
The present study is based on the type of research that is ‗analytical research‘ which includes
main purpose to analyze the different process, methodologies and procedures which have
been developed by RBI and PNB. Here researcher has the opportunity to develop some new
models and can do a lots of practical work on different types of models which has been
developed by RBI.

INSTRUMENTS USED :
Chart and percentage method were used to prepare the project report.

LIMITATIONS OF THE STUDY

Although the study was carried out with extreme enthusiasm and careful planning there are
several limitations, which handicapped the research viz,
1. Time Constraints:
The time stipulated for the project to be completed is less and thus there are chances that
 some information might have been left out, however due care is taken to include all the
relevant information needed.
2. Sample size:
Due to time constraints the sample size was relatively small and would definitely have been
more representative if I had collected information from more respondents.
3. Accuracy:
It is difficult to know if all the respondents gave accurate information; some respondents tend
to give misleading information.