A PROJECT REPORT ON

CUSTOMER SATISFACTION IN
J&K BANK
Submitted to the University of Kashmir in partial fulfillment of the
requirements for the Award of the Degree of

Masters of Business Administration (MBA)

Submitted By
SADIA RASHID & ILLHUM PANDIT
Registration No.
19036114017
19036114019

IQBAL INSTITUTE OF TECHNOLOGY

& MANAGEMENT
Sheeshgaribagh, Srinagar – 190014
AFFILIATED TO

UNIVERSITY OF KASHMIR
BATCH 2019
A PROJECT REPORT
 ON

CUSTOMER SATISFACTION IN
J&K BANK

Submitted to the University of Kashmir in partial fulfillment of the

requirements for the Award of the Degree of

MASTERS of Business Administration (MBA)

IQBAL INSTITUTE OF
TECHNOLOGY & UNIVERSITY OF
MANAGEMENT KASHMIR

Submitted By
SADIA RASHID & ILLHUM PANDIT
Registration No.
19036114017
19046114019

Under the Guidance Of

Name of the Mentor/External Supervisor MS RUMAISA NABI
Designation of the mentor LECTURER
Department of Management Studies
Name of the organization IITM
 DECLARATION

We SADIA RASHID & ILLHUM PANDIT hereby declare that the project entitled

“CUSTOMER SATISFACTION IN J&K BANK” has been pen-locked by us during our

Internship Programme “CUSTOMER SATISFACTION IN J&K BANK”, under the valuable

guidance of “SYED MUKHTAR” and under the supervision of “NAZIR AHMAD BHAT” in

partial fulfillment for the degree of the MBA from university of Kashmir.

We also declare that this project report is the result of my own effort and has not been

submitted to any other university or organization before.

SADIA RASHID & ILLHUM PANDIT

REG. NO: 19036114017

19036114019

Place: Srinagar

Date: 06-09-2021
 IQBAL INSTITUTE OF

TECHNOLOGY AND MANAGEMENT

CERTIFICATE

This is to certify that “SADIA RASHID & ILLHUM PANDIT”, the students of

Department Of Management Studies, Iqbal Institute of Technology & Management has

carried out a project entitled “CUSTOMER SATISFACTION IN J&K BANK”

This has been performed in partial fulfillment of his Master’s Degree in Business

Administration (MBA) from University of Kashmir. The project finds less scope for

duplication and plagiarism and has not been submitted for award of any other degree,

diploma or course in any university or institute. The study has been completed within the

time schedule as prescribed under the University Statutes.

We wish them all the success in his future endeavours.

MRS.GOUSIA NAZIR
Head, Department of Management Studies
IITM
Place: Srinagar

Date: 06-09-2021
 ACKNOWLEDGEMENT

First of all we would thank Almighty ALLAH who gave us each & every devise of

uplifting ourselves that we ever desired.

We would like to express gratitude for venerated “J&K BANK” for providing all the

indispensable requirements that we needed in order to carry out our project. We would also

feel a deep sense of gratitude to our beloved and highly esteemed Department of

Management Studies, IITM for growing us into true connoisseurs.

It is our privilege to thank “NAZIR AHMAD BHAT” for his immense support

throughout our study. We wish to thank “SYED MUKHTAR” for his support and

encouragement throughout the Project. We are very much obliged to “RUMAISA NABI” for

guiding us and allowing us to carry out the project work in the aforesaid organization. We

are/am grateful to our beloved parents & our friends for their encouragement, which is the

greatest source of our inspiration.

SADIA RASHID & ILLHUM PANDIT

Place: Srinagar

Date:06-09-2021
 CONTENT
SR. NO. TITLE OF CONTENTS PAGE
NO.
CHAPTER-1 INTRODUCTION 01
(a)Introduction to the Indian banking system 01
(b)Banking 01
COMPANY PROFILE 02
(a)Introduction of J&K Bank 02
(b)Mission of J&K Bank 14
(c)Vision of J&K Bank 14
(d)SWOT Analysis of J&K Bank 15
CHAPTER-2 OBJECTIVES OF THE STUDY 19
CHAPTER-3 REVIEW OF LITERATURE 20
CHAPTER-4 RESEARCH METHODOLOGY 25
(a)Research methodology 25
(b)Research design 26
(c)Sampling Unit 27
(d)Sample Size 27
CHAPTER-5 ANALYSIS AND INTERPRETATION 30
CHAPTER-6 LIMITATIONS, FINDINGS, SUGGESTIONS 36
AND CONCLUSION
ANNEXURE 38
BIBLIOGRAPHY 38
QUESTIONNAIRE 39
 CHAPTER – 1

INTRODUCTION
INTRODUCTION TO THE INDIAN BANKING SYSTEM
The Indian banking system has a large geographical and functional coverage. Presently the
total asset size of Indian banking sector US$ 2.1 trillion with a branch network exceeding 1.2
lakh branches across the country. Revenue of the banking system has grown 6 per cent
CAGR over the past few years to reach a size of US$ 15 billon. While commercial banks
cater to short term and medium term financing requirements, national level and state level
financial intuitions meet longer term requirements. This distinction is getting blurred with
commercial banks extending projecting finance. by 2013 the Indian Banking Industry
employed 1,175,149 employees and had a total of 109,811 branches in India and 171
branches abroad and manages an aggregate deposit of ₹67,504.54 billion (US$1.0 trillion or
€960 billion) and bank credit of ₹52,604.59 billion (US$820 billion or €750 billion). The net
profit of the banks operating in India was ₹1,027.51 billion (US$16 billion or €15 billion)
against a turnover of ₹9,148.59 billion (US$140 billion or €130 billion) for the financial year
2012–13. By 15 July 2015, 16.92 crore accounts were opened, with around ₹20,288.37
crore (US$3.2 billion) were deposited under the scheme, which also has an option for
opening new bank accounts with zero balance.

BANKING
Banks are the intuitions where those who have some savings can keep their money in the
form of deposits and those who need money on payment of interest with certain conditions
that assure recovery of the borrowed money. The rate of interest charged by the bank from its
borrower is usually higher than what it pays to the depositor.

In addition to safe money keeping of depositor and money lending to the borrower a bank
also helps people in many kinds of money transactions. In brief the main functions of banks
are:-

• Receiving money from depositor

• Lending money on demand.

• Transferring money from one place to another place.

• Renting safe deposits locker for safe custody of valuables.

1|Page
 HISTORY OF J&K BANK

The Jammu and Kashmir Bank  (Urdu; ‫ )جموںو کشمیر بنک‬was founded on 1 - October - 1938
under letters patent issued by the Maharaja of Jammu and Kashmir, Hari Singh. The Mahraja
had invited the eminent investors to become the founding directors and shareholders of the
bank. The most notable of which were Pandit Srinawas Magotra, Abdul Aziz Mantoo, Pesten
jee and the Bhaghat Family, all of whom acquired major shareholdings. The bank
commenced the banking business on 4 July 1939 and was considered the first of its nature
and composition as a State owned bank in the country. The bank was established as a semi-
State Bank with participation in capital by State and the public under the control of State
Government. In year 1971, the bank had acquired the status of a scheduled bank and was
declared as an "A" Class bank by the Reserve Bank of India (RBI) in 1976.

The bank had to face serious problems at the time of independence when out of its total of ten
branches two branches of Muzaffarabad, Rawalakot and Mirpur fell to the other side of the
line of control (now Pakistan-administered Kashmir) along with cash and other assets.
Following the extension of Central laws to the state of Jammu & Kashmir, the bank was
defined as a government company as per the provisions of Indian companies act 1956. Dr
Haseeb Drabu was chairman and CEO of the bank for the period 2005 to 2010.

RK CHIBAR is the new Chairman & Chief Executive Officer of Jammu & Kashmir Bank.
The bank celebrated its platinum jubilee in the year 2013. To make the year remarkable, the
bank achieved a total business of RS1000 billion and earned a net profit of RS 10 billion. On
1 April 2013 the bank surpassed the target of promised RS 1000 billion business and is
confident of meeting its other annual targets as well in its Platinum Jubilee year .On 15 May
2013, bank announced that it has achieved the target of promised RS 10 billion profit for the
FY 2012–13. The bank posted net profit of RS 10551 million and business turnover of RS
1034 billion for the FY 2012–13. In its Platinum jubilee year, the banks board of directors
recommended special dividend of 500% or RS50 per share for 2012–13.

J&K Bank functions as a universal bank in Jammu & Kashmir and as a specialized bank in
the rest of the country. It is also the only private sector bank designated as RBI's agent for

2|Page
banking business, and carries out the banking business of the Central Government, besides
collecting central taxes for CBDT. It is the sponsoring bank of J&K Green Bank.

In 1971 the bank received the status of a “scheduled bank”. Five years later, it was declared
as the government of Jammu & Kashmir owns a 53% stake in the bank. The bank is listed on
the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE)
Presently, the bank has a pan–India presence through its network of 865 computerized bank
branches, out of which 344 branches are located in semi–urban and rural areas. It also
includes extension counters and service branches. The bank has a network 1035 ATMs which
is largest ATM network in J&K.
It is only bank in private sector that has been designated as agent of RBI for banking.
J&K Bank acts as a sole banker and lender to government of Jammu & Kashmir. It handles
all salaries of state government officials. The bank also carries out banking business of the
central government.
Jammu & Kashmir Bank's Certificate of Deposit Programme has received 'P1+' rating from
Credit Rating Information Services of India (CRISIL), reflecting the highest degree of safety
for timely payment of principal and interest.
The bank also acts as a corporate agent of MetLife India Insurance Company. J&K Bank has
entered into an alliance with Bajaj Allianz to distribute the latter's non–life products. The
bank has entered into an arrangement with AMCs such as UTI, Kotak and Reliance Mutual
Fund to distribute their current schemes and NFOs (New fund offer).

The bank's corporate headquarters is in Srinagar near TRC (Tourist Reception Centre). The
bank has a network of 857computerized bank branches and 1035 ATMs across the country as
on 10 August 2016.

PRODUCTS AND SERVICES

Personal Banking– Under this, it offers various products and services such saving
accounts, loans, deposits, ATM facility, RTGS/NEFT facility, internet banking, Demat
services, etc.
NRI Banking– Besides various personal banking products, it also offers remittance
services, consultancy services to its NRI Clients.
Priority and SME– It also caters to the priority and SME segments and offers various
kinds of products to meet their various business requirements.

3|Page
 Products and services
The products and services rendered by J&K Bank can be categorized in the following
manner:

Loans/credit
• Specialized Finances
• Automobile Finance
• Educational Finance
• Home Finance
• Other Types of Finances
Savings and Deposits
• Current Accounts
• Gift Cheque Scheme
• Value Added Schemes
• Term Deposit
• Saving Bank Deposit
Insurance
• Non Life Insurance products
• Life Insurance products
Cards
• Merchant Acquiring
• Empowerment Credit Card
• Global Access Debit Card
Tax Products
• Tax Saver Deposit Scheme
Mutual Funds
• Mutual Funds
Support Services
• Merchant Acquiring
• Debit & Credit Cards
• ATM Services

4|Page
• SMS Banking
• Internet Banking
• Anywhere Banking
Third Party Services
• Insurance Services
• Remittance Services
• Mutual Funds
Depository Services
• Basic Information
• Network
• Account Opening

Non Resident Banking

Apart from the abovementioned services, the Jammu and Kashmir Bank also offers the
following services to its non-resident Indian customers:

NRE Rupee Deposits

• NRE Savings Account
• NRE Fixed Deposits
• NRE Rupee Deposits
NRO Rupee Deposits
• NRO Rupee Deposits
• NRO Fixed Deposits
• NRO Savings Account
Deposit Plans for Returning Indians
• Deposit Plans for Returning Indians
Foreign Currency Non-resident-Banks (FCNR-B)
• Helpful Information - NRO Rupee Deposits
• Foreign Currency Non-resident-Banks (FCNR-B)
Remittance from Abroad
• Money Transfer
• Remittance of Funds from Overseas Locations

5|Page
 Jammu & Kashmir Bank loans Scheme
The Jammu & Kashmir Bank Ltd loans are available to all customers of the bank. The bank
provides a wide range of financing options that are designed to meet almost all money related
requirements. The Jammu & Kashmir Bank Ltd loans come with competitive interest rates.

Loan Bouquet
The Jammu & Kashmir Bank Ltd offers to its clients the following financing options:

• Educational Finance
• Home Finance
• Automobile Finance for both commercial vehicles and cars for personal use. Two wheeler
finance is also available.
• Consumption Loan
• Mortgage Loan for Trade and Service Sector
• Consumer Loan
• Fair Price Shop Scheme
• Personal Loan to Consumers
• Loans against Mortgage of Immovable Property
• All Purpose AGRITERM Loan
• ZAFRAN Finance
• Craft Development Finance
• GIRI Finance Scheme
• Laptop/PC Finance
• Commercial Premises Finance
• Help Tourism (only in the Kashmir Valley region)
• Fruit Advances Scheme (Apple)
• ROSHNI Financing Scheme
• DASTAKAAR Finance
• KHATAMBAND Craftsmen Finance
Educational Loans
The Jammu & Kashmir Bank Ltd educational loans are available for studies both in India and
abroad. A loan applicant may take a maximum of ` 7.5 lakhs for studying in India. For
studying abroad, the upper loan limit is capped at ` 15 lakhs. The repayment period varies

6|Page
from 5 years to 7 years. Interest rate varies from 9% to 11.5% p.a. Term loans are available
for pursuing B.ED , M.ED MBA, B.TECH courses and also for primary education.
Housing Loans

The Jammu & Kashmir Bank Ltd housing loans are available for purchase of land, flat and
construction of buildings for personal use. The maximum loan amount varies according to the
purpose for taking the monetary advance. Projects that involve purchase or construction of a
dwelling are granted a loan amount of ` 75 lakhs or 60 months net salary-whichever is lower.
Advances for renovations are capped at ` 10 lakhs.

AWARDS & RECOGNITIONS OF J&K BANK

Europe Business Assembly Awards, London

The Bank bagged the prestigious “Best enterprise” awards from Europe business assembly
(EBA)in London. The Socrates committee of EBA also awarded the chairman and CEO- MR
Mushtaq Ahmad with the “manager of year” medal and a special statue.

FE India’s Best Bank Awards 2012-2013

The Bank was ranked as No. 1 in “Best Old Private sector Bank” category in the survey
conducted across the banking industry. In terms of ‘Probability’, the bank stands 3 rd in the
overall banking industry while as 1st in the category of ‘Old Private sector banks, The Award
of the recognition of the bank’s Strong fundamental and dynamic growth model.

Indian Human Capital Awards 2012

For its leadership role in the human resources management practices, J&K bank was
conferred with HR Leadership Award in the second India Human Capital Awards 2012. The
award is the recognition of the bank’s strategic and iconic position as a role model for
professionalism and management excellence in the banking industry.

IPE HRM Congress Awards

The bank has been conferred with prestigious HR leadership Awarded at IPE HRM congress
Awards organized under the aegis of APHC Asia Pacific HRM Congress 2012.

Dun & Bradstreet Banking Awards

7|Page
J&K Bank was awarded the best bank in the prestigious ‘Dun & Bradstreet (D&B) – Polaris
software Banking Awards 2011 in the category of “Rural research – private sector”

FE India’s best banks award

The Bank won the prestigious Financial Express Best Banks Award in the Old Private sector
bank category for scaling up its business and strengthening the balance sheet for the year
ended March 2011. The award is the recognition of the Bank’s innovative approach towards
the business, both within and outside J&K.

J&K BANK ANNUAL REPORT 2019-2020

J&K Bank has preparing 82th annual report with the audited balance sheet, profit & loss
account and the report on the business and the operation for the year ended 31st march 2020.

ORGANIZATION PROFILE OF JAMMU & KASHMIR BANK

1. Despite government holding 53% of equity shares still its private sector bank.

2. It is Government Company under the Indian companies Act 1956.

3. It is a sole banker of the government of Jammu and Kashmir.

4. It carries out banking Board of Direct taxes in J&K.

INFRASTRUCTURE: GLOBAL STANDARDS OF J&K BANK

1. It is the fastest growing bank with 865 branches across the country.

2. 98% of the business of J&K Bank is computerized.

3. Anywhere banking, Tele banking and swift are facilities available in J&K bank.

4. Internet banking, SMS and mobile banking provided by J&K bank.

5. ATMs connected globally to all Masters –card networked at business of the central
government in J&K.

5. It collects taxes pertaining to the Central Ms.

6. Mobile ATM service are available – first of its kind in Northern India.

7. Credit cards are also available.

8. It is live on the RTGS System of RBI.

9. It has electronic Fund transfer (EFT) system available

8|Page
PERFORMANCE AT A GLANCE

1.The aggregate business of the bank stood at 112279.20 crore at the end of the financial year
2016-17.

2. The total deposit of the bank grew by 3072.84 crore from 69390.25 crore as on 31st
March, 2016 to 72463.09 crore as on 31st March 2017, a growth of 4.43 percent. CASA
deposits of the bank at 37460.16 crore constituted 51.70 percent of the total deposit of the
bank.

3. Cost of deposit for current FY stood at 5.87 percent

4. The net advances of the bank stood at 49816.11 crore as on 31st March 2017.

5. Yield on the advances for the current FY stood at 5.87 percent.

6. Priority sector advances (Gross) stood at 15317.24 crore as on 31st March, 2017.

7. The bank effected cumulative cash recovery, up- gradation of NPA’s and technical

written- off of 1647.02 crore during FY 2016-17.

8. Investment portfolio of the bank stood at 21290.89 crore as on 31st march 2017.

INSURANCE BUSSINESS

The bank earned an income of 32.82 crore from the insurance business. The bank mobilized
business of 210.46 crore and 145.89 crore during the year life and non-life insurance
segments respectively.

MEANING OF LOGO OF J&K BANK

The new identity of J&K bank is a visual representation of the banks philosophy and business
strategy. The three coloured squares represent three regions of J&K namely Jammu, Kashmir
and ladakh. The counter form created by the interactions of the square is falcon with out
stretched wings-a-symbol of power and empowerment.

Green signifies Growth and Renewal.

Blue coveys Stability and Unity

9|Page
 Red represents Energy and Power

The strategy between three regions propels the bank towards new horizons. All these
attributes are integrated and assimilated in white- counter- form.

CHANNEL DISTRIBUTION OF J&K BANK

The Jammu and Kashmir bank is today’s one of the fastest growing banks in India with a
network of 865 branches spread across the country offering world class banking
products/services to its consumers. Today the bank has a status value driven organization and
is always working towards building trust with shareholders, employees , customers,
borrowers, regulators and other diverse stakeholders for which it has adopted a strategy
directed to developing a sound foundation of relationship and trust aimed at achieving
excellence, which of course, comes from the womb of good corporate governance. J&K
Bank is managed by an independent and highly qualified board following best globally
accepted practices, transparent disclosure and empowerment of shareholders, besides
ensuring to meet shareholders aspiration and societal expectation following the principle of
management’s executive freedom to drive the bank forward without under restraints but
within the framework of effective accountability.

Area Branches

Metro 45

Urban 193

Semi urban 157

Rural 462

Total 857

10 | P a g e
PRODUCTS/SERVICES OFFERED BY J&K BANK

1. Saving Bank Deposits

A. Deluxe saving account

B. General saving account

C. Deluxe salary account

D. General salary account.

2. Term deposits

A. Millennium Deposits scheme

B. Flexi Deposit’s scheme

C. Child care scheme

D. Cash certificates

E. upper earn Deposits scheme

F. Recurring plus account

G .Smart saver scheme

H. Depositors Pension scheme

3. Value added taxes

A. Tax saver term deposits scheme

B. Daily Deposit saving scheme

C. Mehendi Deposits saving

4. Current account

A. Platinum current account

11 | P a g e
B. Gold current account

C. Premium plus

D. Current account

E. Premium current account

F. Basic current account

5. Loans

A. Housing loan scheme

B. Education loan scheme

C. Car loan scheme

D. Two wheeler finance

6. Other finances

A. Consumer loans

B. Consumption loan

C. Personal loan to Pensioners manager

D. Loan for trade & service sector

E. Fair price shop scheme

8. Specialized finance scheme

A. Help tourism for Kashmir only

B. All purpose Agriculture term loan

C. Craft development finance

D. Giri finance scheme

E. Laptop finance

12 | P a g e
F. Dastakar finance scheme

9. Types of cards

A. Blue empowerment cards

B. Silver empowerment cards

C. Gold empowerment cards

10. Insurance

A. Life Insurance segment

PNB MetLife India insurance

B. Non Life Insurance segment

Bajaj Allianz General insurance scheme

REGISTERED OFFICE

M.A Road

Srinagar 190001

Jammu and Kashmir

CORPORATE HEADQUARTERS

M.A Road

Srinagar 190001

Jammu and Kashmir

www.jkbank.net

13 | P a g e
 MISSION OF THE J&K BANK

The mission of J&K Bank is two- fold: To provide the people of J&K International quality
financial services and solutions and to be a super-specialist bank in the rest of the country.
The two together will make us the most profitable Bank in the country.

Since J&K Bank is going to complete 79 years of its existence in 2017. Therefore, to
commemorate the platinum jubilee of its existence.

VISION OF THE J&K BANK

1. To catalyse economic transportation and catalyse growth.

2. To catalyse economic transportation of Jammu and Kashmir and catalyse form the growth
induced financial Prosperity thus engineered.

3. To make Jammu and Kashmir Prosperous state in the country.

HIGHLIGHTS

1. The fastest growing bank with 865 branches across the country

2. Over 98% of the business computerized

3. Internet banking, SMS are provided by bank to their customers

4. Anywhere banking, Tele banking and swift banking provided

5. ATMs connected globally to all master networked ATMs.

6. Mobile ATM service available first of its kind in northern India.

7. JK Bank global access debit card cirrus and maestro enabled.

8. Credit card Facility

14 | P a g e
 SWOT ANALYSIS OF J&K BANK

The term SWOT is the agronomy made up of four words VIZ Strengths, Weakness,
Opportunities and Threats. Organisation The first two variables are internal to the
organization whereas last two are external.

STRENGTHS

1. Group reputation and excellent growth and customer loyalty and trust.

2. A listed company on BSE and NSE with four decades of uninterrupted profitability and
dividend payment.

3. Wide network of branches across the state and the country.

4. World class banking service like Telebanking and excellent ATM network.

5. Best practice in corporate governance.

6. The bank has also branches in far areas of the J&K state.

7. The bank plays a proactive role in the development of the economy.

WEAKNESS

1. Lesser promotions and advertisement of bank and its products within outside state.

2. Bank doesn’t have any branch outside India to enter global market.

3. The credit card facilities are not available on some online shopping stores.

15 | P a g e
OPPORTUNITIES

1. The bank can have tie ups with national and international financial institution to offer new
and upgraded services and products.

2. The bank enjoys very well customer loyalty. It can diversify its business so as not to loose
the customers to the competing rivals.

3. The bank can introduce sale of gold coins to make more profits.

4. The historical activities of the state such as carpet industry, Dastakar finance and many
other activities of historical importance are not still fully covered by J&K bank

THREATS

1. High level of competition from other the national banks, particularly within and outside
J&K State.

2. Policies regarding interest rate have to be flexible to compete with other banks in the stiff
competition.

3. Customer friendly services and products should be given priority as other banks are posing
stiff competition by offering new customers turned products and services to attract customers
of other banks.

4. Labour problems because of the disturbances in the state which result in strikes and tense
conditions.

5. Technological changes in the banking sector on changing rapidly. The need of the hour is
that the bank should have innovation in the products and services and keep itself updated
with latest technologies

16 | P a g e
 INTRODUCTION TO TOPIC
CUSTOMER SATISFACTION

Customer satisfaction a term often used in marketing is a measure of how products and
services that are being offered by an organization perform in affinity to meet or transcend a
set of customer requirements and customer expectations. Customer satisfaction is the frame
of mind that customers have about an organization when the products and services offered by
the company meets their desired expectations or exceeds over the life time value of the
product or service that has been offered.
In today’s hyper competitive market place where businesses strive hard for customers,
customer satisfaction is seen as a key business differentiator that helps to attract new
customers and ensures that businesses stay on the cutting edges of the industry trends and
innovations that shapes and governs business.
Nowadays, companies are focusing on high satisfaction because highly satisfied customers
are much less ready to switch over other products that are being offered by the competitors.
Mere satisfied customers can switch over because they find it easy to switch when a better
offer in the form of product or service comes along. High satisfaction provides so much
insight into customers and results in customer delight thus creates an emotional bond of the
customer with the product.
Customer satisfaction plays a significant role in creating customer loyalty because when the
expectations of the customers are continuously being met customers feel delighted and this
results into customer loyalty, henceforth, increases the sales, growth, profitability, revenue
and reputation of the business and distinguishes it from the competitors.
In research satisfaction, firms generally ask customers where the products or services has met
or exceeded expectations. Thus expectations are a key factor behind satisfaction. When
customers have high expectation and they reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying. For this reason, a luxury resort, for
example, might receive a lower the importance of customer satisfaction diminishes when a
firm has increased bringing power.

17 | P a g e
CUSTOMER SATISFACTION PROCESS
The customer satisfaction is classified into five steps

1. UNDERSTANDING CUSTOMER EXPECTATIONS

a. How customer’s “wants and needs”, customer’s standards and expectations, are
incorporated into our promise to customers to not only make a sale, but achieve high
customer satisfaction (repetitive business)
b. We must know what our customers expect from us. We must work with our customers to
precisely learn their expectations.
c. Customer expectations differ by region by country.
2. PROMISES TO CUSTOMER’S
A. Set promises that can be kept.
B. Aim to exceed expectation rather than to meet than.
C. Delight customers by surprising them (surprise is something not promised, yet delivered)
3. EXECUTION
A. Products and services are provided to customers.
B. Customers had certain expectations before products/services were delivered
C. Occasionally there are problems with products/ service provided
D. Tickets is worked on. Customer problems are eventually solved.
E. Depending on how the problems resolution is handled customer experience certain level of
“Customer Satisfaction”
4. ON-GOING DIALOG WITH A CUSTOMER
A. Executive meetings.
B. User group meetings.
C. Other meetings, how feedback received from a customer (“Current” Customer
satisfaction) is communicated to make stabilisation scheme (MMS)
5. CUSTOMER SATISFACTIONS SURVEY AND METRICS
A. Customer satisfaction surveys.
B. Event driven surveys.
C. Tickets resolved with objective.
D. Resolve time.
E. Response time
F. Corrective actions

18 | P a g e
 CHAPTER – 2

OBJECTIVES OF THE STUDY

• To collect and evaluate ideas/views and expectations of the internal customers for
improvement in performance.

• To find out the prominent area of dissatisfaction.

• To measure the overall level of satisfaction of banking customers.

• To answer customer questions quickly and effectively, resolve issues with empathy and
care ,document pain points to share with internal teams, nurture relationships and improve
brand credibility.

• Determining how well our company and its competitors are satisfying these expectations and
requirements.

• Developing service and/or product standards based on our findings.

• Examining trends over time in order to take actions on a timely basis.

• Establishing priorities and standards to judge how well we have met these goals.

• To generate valid and consistent customer feedback (i.e, to receive the voice of the
customer), which can then be used to initiate strategies that will retain customers and thus
protect one of the most valuable corporate assets-loyal customers.

• To increase customer utility; call centre services surveys, feedbacks and reviews help
businesses understand what their customers like or do not like about their products and
services.

19 | P a g e
 CHAPTER –3

LITERATURE REVIEW
A study on public and private sector banks and their study shows that quality gap between
expectations of consumers and perceptions of service delivered is highest in public sector
banks and lowest in private sector banks(using gap 5). Another study found out that public
sector banks are better than private sector banks. Other studies and their findings are given
below
Joseph M. et al (1999)-The study investigates role of technology on Australian banking
sector and 300 customers were surveyed. The findings suggested that except from
convenience/accuracy and efficiency e banking services did not match with importance rating
specified by customers.
Lassar, et al (2000)- The study compared two models, that is , SERVQUAL and
technical/functional quality model of technology using 65 bank customers using SERPERF
SCALE. The findings revealed that technical/functional quality model was better than
SERVQUAL because latter was lacking technical dimensions. 2 models were having distinct
and unique strength for measuring service quality aspects. Time and personal interactions are
very important along with ambience for service quality
Zhou, L( 2004)- The study analysed impact of service quality in banks on customer
satisfaction in china’s retail banking and it was found out that reliability and assurance were
the primary drivers of customer satisfaction.
Bahia, K and J Nantel (2000)- The paper suggested an alternative scale for measuring
service quality in retail banking. The study developed a scale called as Banking Service
Quality Scale which contained factors like effectiveness and assurance, access, price,
tangibles, service portfolio and reliability. This model was found to be more reliable than
SERVQUAL
Jamal, A., Naser, K., 2002-The study examined key drivers of customer satisfaction using
167 customers and it was found that core and relational performances had impact on
customer satisfaction and there was negative relationship between customer expertise and
customer satisfaction
Sureshchandar et al (2002).- The study examined relationship between service quality and
customer satisfaction in Indian banking sector. These were found to be independent but

20 | P a g e
closely related. Both Constructs vary significantly in core services. Human element,
systematization of service delivery, tangibles and social responsibility.
Gani A, Mushtaq Bhatt(2003)-The study is conducted to do a comparative study of service
quality of commercial banks and its dimensions in commercial banks. SERVQUAL is used
and sample size was 800 customers. The study found out that CITI bank and Standard
chartered bank are good in tangibility and in reliability also they are good. In responsiveness
parameter Indian banks are inferior to foreign banks. In Assurance and empathy Indian banks
are inferior.
Navdeep Aggarwal and Mohit Gupta (2003)- This study basically finds out the primary
dimensions and sub dimensions of service quality. Informal structured interviews are
conducted with branch managers and academicians to formulate a banking service quality
model. The study found out that service faction. It was also found out that there were
significant variations in expectations and perceptions in customers
Arora S (2005)- This study analysed factors influencing customer satisfaction in public
sector, private sector and foreign banks in northern India. 300 customers were given
questionnaires which reveled that significant differences exist in customer satisfaction level
of customers in each group of banks regarding routine operation and situational and
interactive factors. Foreign banks were found to be the leaders in mechanization and
automation
Debashis and Mishra (2005)-The study analysed and measured customer satisfaction in
branch services provided by nationalized banks in northern India . 1200 customers were
given questionnaires and it was found out that computerization, accuracy in transactions,
attitude of staff and availability of staff influenced customer satisfaction. Least important
factor was promotion of the products and various schemes.
Mushtaq M Bhat (2005)- This study finds out service quality parameters in bank through
SERVQUAL and influence of demographic variables . The study was limited to SBI,PNB
,Jammu and Kashmir bank Citi bank and Standard Chartered Grind lay’s bank. Sample size
was 800 and study found out that foreign banks are better than Indian banks. SBI was found
to be relatively poor on reliability and responsiveness. Banks in Delhi were comparatively
better in service quality
Alka Sharma,Varsha Mehta(2005)-The study focuses on service quality of four leading
banks and their comparison.
Joshua A J, V Moli, P. Koshi (2005)- The study evaluated and compared service quality in
old and new banks using sample size of 480. The study found out that customers were

21 | P a g e
satisfied in reliability, empathy and price and for other parameters the difference between
expectations and perceptions were smaller than public sector banks
Mohammad et al(2005)- The study tries to develop a comprehensive model of banking
automated service quality taking into consideration unique attributes of each delivery channel
and other dimensions which influence service quality
Raul and Ahmed(2005)-The study investigated customer service in public sector banks in 3
districts in Assam and it was found that customers were dissatisfied with the management,
technology and interactive factors along with high service charges. Communication gap was
the root cause of poor service and service was different in rural and urban sectors
Sharma and Sharma( 2006)-The study analysed customer delight in urban consumer
banking. The study found out that customers were satisfied with loan facilities, bank
environment, routine work procedures, location ,interest rates etc and were dissatisfied with
loan formalities and promotion through media.
Dash et al(2007)- The study measured customer satisfaction through 5 service quality
dimensions in Noida and Ghaziabad and findings revealed that assurance was the most
important dimension of service quality followed by reliability and responsiveness. Tangibles
was found to be least important
Sharma S, et al (2007)-The study did a comparison of public and private banks with respect
to perceptions of customers regarding service quality. It was found out that service quality is
associated with satisfaction and there was significant difference between quality of services
provided by banks. Banks in smaller cities are far behind big cities in this regard
Tracey Dagger ,Jillian Sweeney (2007)- The study consists of qualitative research to
investigate the effect of consumption stage on service quality perceptions and then
development of hypothesis. The findings indicate the evidence that customers rely more
heavily on attributes that are search based in the initial stages of service experience and in
later stages consumption becomes important
Dr.Vannirajan&B.Anbazagan(2007)- The study tries to make an assessment of
SERVPERF scale in the Indian Retail banking sector by doing a survey in banks at Madhurai.
The study found that in public sector banks tangibles and assurance are most important and in
private sector banks reliability ,responsiveness and tangibles are most important.
P K Gupta(2008)-Objective of this study was to find out the behavior of customers with
respect to internet banking vis-à-vis conventional banking. The study found out that internet
banking was found to be easier and speedier than conventional banking and trust, accuracy
and confidentiality were the most important factors here.

22 | P a g e
Ellaine Wallce&Leslie De Cheratatony(2009)-Study finds out the importance of ,assurance
and reliability, customer orientation teamwork etc in performance of . Also the study
highlights criticality of branch& employee teamwork for performance. Continuous
commitment and service recovery were also found important

Mohammed Siddique Khan,Siba Sankar Mahapatra(2009)-The study was to identify

important parameters affecting service quality in internet banking. Factor analysis of the data
collected finds 7 factors which included factors like reliability, access, user friendliness
privacy etc. Correlation analysis shows that a significant positive correlation exists between
factors..Also it was found out that business class differs from other classes in perception.
Padhy P K and B N Swar(2009)- the paper investigated role of technology in banking and
its impact on perceived service quality in public, private and foreign banks in Orissa using a s
ample size of 300 customers. Foreign bank was found to be very close to expectations of
customers followed by ICICI and AXIS. Service quality in public sector banks was found to
be very low.
Rod et al(2009)-The study focused on relationship between service quality, overall internet
banking service quality and customer satisfaction in New Zealand. The study found out that
online customer service quality and online information systems were significantly and
positively related to overall customer internet banking service quality. Overall internet
banking service quality and customer satisfaction were positively correlated.
Sandip Khosh Hazra, Dr.Kailash Srivatava (2010)-The study was done to find out the
association between, service, quality, customer satisfaction ,loyalty and commitment.
SERVQUAL is used and the study finds out that in private banks dimensions of service
quality, assurance and reliability are significant for satisfaction of customers, loyalty and
commitment. The banks taken differed in these parameters.
Akiko Ueno(2010)- The paper talks about the importance of quality. The study finds out the
features that are fundamental in supporting service quality. The secondary research finds out
the human resource functions like recruitment, teamwork etc in maintain service quality.
Monica Bedi(2010)-The study investigates relationship between service quality, customer
satisfaction and behavioral intentions. The findings also indicated the importance of service
quality. The study also found out that banks differed in the service quality parameters.
Fulbag Singh, Davinder Kaur (2010-11)- The study combines all literature review done in
service quality And related areas in banking till 2010. It contains the works of Cronin&
Taylor, Bahia and Nantel and others on this area.

23 | P a g e
Dr Ravichandran et al(2010)- The paper analyses existing study and tries to understand
socio demographic and rational profile of public retail banking consumers. It also finds out
the importance of service quality dimensions to predict the multidimensional model of
behavioral intentions among public sector consumers in India. Loyalty was found to be
influenced by operating hours, modern equipments, error free records etc. Service quality
parameters like tangibility, responsiveness and empathy dimensions were also found to be
very important.
Davood Feiz et al (2010)-The study uses hypothesis to find out service quality in Iran
railways. It was found out that perceived service was found to be within zone of tolerance
and service was satisfactory. The difference between ideal level and current level was
significant. There was significant relationship between service adequacy variables and
perceived value. The study in nutshell gives an image of service quality
Sachin Mittal&Rajnish Jain (2010)-This paper is basically a literature review of banking
industry and effect of IT based services on customer satisfaction. The study highlights
customer satisfaction levels among young customers in banking industry. A survey indicates
the gaps between customer’s expectations and perception with respect to IT based banking
services. Findings indicated need to improve the IT based services for enhancing customer
satisfaction H.Emari et al (2011)- The main objective of this research was to determine the
dimensions of service quality in the banking industry of Iran. For this the study empirically
examined the European perspective (i.e., Gronroos’s model) suggesting that service quality
consists of three dimensions, technical, functional and image. The results from a banking
service sample revealed that the overall service quality is identified more by a consumer’s
perception of technical quality than functional quality
Kumbhar, Vijay (2011)- It examined the relationship between the demographics and
customers’ satisfaction in internet banking,. It also found out relationship between service
quality and customers’ satisfaction as well as satisfaction in internet banking service provided
by the public sector bank and private sector banks. The study found out that overall
satisfaction of employees, businessmen and professionals are higher in internet banking
service. Also it was found that there is significant difference in the customers’ perception in
internet banking services provided by the public and privates sector banks.
Kailash M (2012)- The paper compares public and private sector banks in Vijayawada city
using SERVQUAL model. The findings revealed that private sector banks have good services
to customers and they retained customers by providing better facilities. The study finds out
importance of new products and services for banks for retaining customers.

24 | P a g e
The studies mentioned above clearly points out to the importance of having a structured study
on this where banks in different categories are compared with respect to the service quality
aspect which will help them to find out their core competencies and to capitalize on them and
at the same time find out the areas where they can improve. This is the major aim of my
thesis

CHAPTER – 4

RESEARCH METHODOLOGY

This study is descriptive study. It is conducted for a problem that has not been clearly
defined. It often occurs before we know enough to make conceptual distinctions or posit an
explanatory relationship. This study helps determine the best research design, data collection
method and selection of subjects. It should draw definitive conclusion only with extreme
caution. The fundamental nature descriptive research often concludes that a perceived
problem does not actually exist. Every project work is based on certain methodology which is
a way to systematically solve the problem or attain its objectives.

It is a very important guideline and lead to completion of any project work through
observation, data collection and data analysis. Research in common parlance refers to search
for knowledge. It can also be define as a scientific and systematic search for pertinent
information on a specific topic. Research is an art of scientific investigation.

Methodology implies more than simply the methods you intend to use to collect data. It is
often necessary to include a consideration of the concepts and theories which underlie the
methods. For instance, if you intend to highlight a specific feature of a sociological theory or
test an algorithm for some aspect of information retrieval, or test the validity of a particular
system, you have to show that you understand the underlying concepts of the methodology.

When you describe your methods it is necessary to state how you have addressed the research
questions and/or hypotheses. The methods should be described in enough detail for the study
to be replicated, or at least repeated in a similar way in another situation. Every stage should
be explained and justified with clear reasons for the choice of your particular methods and
materials.

25 | P a g e
There are many different ways to approach the research that fulfils the requirements of a
dissertation. These may vary both within and between disciplines. It is important to consider
the expectations and possibilities concerning research in your own field. You can do this by
talking to your tutors and looking at dissertations written by former students on your course.

RESEARCH DESIGN:
The preparation of the design of the research project, popular known as research design.
Decisions regarding What, When, How much, by what means concerning an enquiry or a
research study constitute a research design. A research design is the arrangement of
conditions for collection and analysis of data in a manner that aims to combine relevance to
the research purpose with economy in procedure. In fact the research design is the
conceptual structure within which research is conducted; it constitutes the blueprints for the
collection, measurement and analysis of data. As such as design includes an outline of what
the researchers will do from writing the hypothesis and its operational implications to the
final analysis of data.

A research design is the document of the study. The design of a study defines the study type
(descriptive, correlation, semi-experimental, experimental, review, meta-analytic) and sub-
type (e.g., descriptive-longitudinal case study), research question, hypotheses, independent
and dependent variables, experimental design, and, if applicable, data collection methods and
a statistical analysis plan. Research design is the framework that has been created to seek
answers to research questions.The role of the design warrants that the proof gathered enables
the researcher to tackle the research problem in a coherent and explicit way.
A detailed outline of how an investigation will take place. A research design will typically
include how data is to be collected, what instruments will be employed, how the instruments
will be used and the intended means for analysing data collected.

DEVELOPMENT OF RESEARCH DESIGN:

• Sampling Plan

• Sampling Unit

• Sample Size

26 | P a g e
 • Sampling Technique

• Collection of data

• Analysis

• SAMPLING PLAN:

A sampling plan is a detailed outline of which measurement will be taken at what times, on
which material, in what manner, and by whom. Sampling plan should be designed in such a
way that the resulting data will contain a representative sample of the parameters of interest
and allow for all questions, as stated in the goals, to be answered. It is not very different from
a sampling plan by attributes, but it takes into account that the batch is of higher quality after
the inspection and in case of inspection failure the whole batch should be inspected. A
sampling plan is a widely use in research studies that provide a outline on the basis of which
research is conducted.

• SAMPLING UNIT:

A sampling unit is one of the units into which an aggregate is divided for the purpose of
sampling, each unit being regarded as individual and indivisible when the selection is made.
The number of sampling units which are to be included in the sample. In the case of multi-
stage sample this number refers to the number of units at the final stage in the sampling. A
unit is a statistical analysis refers to one member of a set of entities being studies. It is the
material sources for the mathematical abstract of a random variable. For the completion of
my project report, the sampling units selected by me are those people dealing in the financial
assets.

• SAMPLE SIZE:

Sampling size determination is the act of choosing the number of observation or replicates to
include in a statistical sample. The sampling size is an important feature of any empirical
study in which the goal is to make inferences about a population from a sample. Sample size
is the calculation with convenient sampling. It is the number of participant in the trial. The

27 | P a g e
intended sample size in the number of participants planned to be included in the trial, usually
determined by using statistical power calculations. I have taken the sample size of 30 people
dealing in financial assets.

• SAMPLING TECHNIQUE:

Whenever we want to say anything about a selected population, we may not be able to
observe every person, or every action, in that population. It tells that category is to be
surveyed what should be the sample size and how the respondents should be chosen out of
the population. We select part of the whole, which we call our sample, on which to make
scientific observations, so that we can make general statements about the whole or
population. For the study of present topic I have used convenient Sampling Technique.

2. DATA COLLECTION:

To achieve the objectives, the primary as well as secondary source of data is used to collect
the data in this project report. Data collection is the process of gathering
and measuring information on targeted variables in an established systematic fashion, which
then enables one to answer relevant questions and evaluate outcomes. The data collection
component of research is common to all fields of study including physical and social
sciences, humanities and business. While methods vary by discipline, the emphasis on
ensuring accurate and honest collection remains the same. The goal for all data collection is
to capture quality evidence that then translates to rich data analysis and allows the building of
a convincing and credible answer to questions that have been posed.

TWO TYPES OF DATA:

• PRIMARY DATA:

Primary data is that kind of data which is collected by the investigator himself for the
purpose of the specific study. The primary data is the data which is generated by the
person itself who is conducting the research. Data used in research originally obtained
through the direct efforts of the researcher through surveys, interviews and direct
observation. Primary data is more costly to obtain than secondary data, which is
obtained through published sources, but it is also more current and more relevant to
the research project. It requires the actual information required for the study. I have
collected primary data through questionnaire.

28 | P a g e
QUESTIONNAIRE: A questionnaire is a research instrument consisting of a series of
questions and other prompts for the purpose of gathering information from respondents, for
the project I have used questionnaire method which is divided into two sections. First section
consists of the information regarding the respondent and second section consists of the
information that is being required for the project work. A questionnaire is a research
instrument consisting of a series of questions and other prompts for the purpose of gathering
information from respondents. Although they are often designed for statistical analysis of the
responses, this is not always the case.

• SECONDARY DATA:

Secondary data is that data when an investigator uses the data that has been already
collected by others. It refers the data which already belong to the other similar study
done by some other person previously for the same purpose, and the person who uses
the information is the second one who uses the same information to complete his
study. The secondary data could be collected from Journals, Reports and Various
Publications.

I have used internet to collect secondary data. Secondary data is one type of
quantitative data that has already been collected by someone else for a different
purpose.

3. TOOLS AND TECHNIQUES:

To analyse the information I have used the percentage method.

Percentage = P/Q*100

Whereas, P = Response from Respondents

Q = Total no. of Respondents.

ITEM DETAILS
RESEARCH DESIGN DESCRIPTIVERESEARCH DESIGN
SAMPLING PLAN CONVENIENT SAMPLING

29 | P a g e
 SAMPLE SIZE 30 PEOPLE
SAMPLE ELEMENT FINANCIAL ADVISORS
SAMPLE LOCATION SRINAGAR
RESEARCH TECHNIQUE SURVEY
RESEARCH INSTRUMENT QUESTIONNAIRE
SOURCE OF DATA COLLECTION PRIMARY & SECONDARY DATA

CHAPTER – 5

DATA ANALYSIS AND INTERPRATION

1. Classification on the basis of age

Age Respondent Percentage

Less than 15 2 6.7
15-25 6 20
25-35 10 33.3
More than 35 12 40
Total 30 100

ANALYSIS & INTERPRETATION:

On the basis of table and chart mentioned above the 6.7% respondents belong to age category
of less than 15 years, 20% respondents belong to age category of 15 – 25 years, 33.33%
respondents belong to age category of 25 – 35 years, and 40% respondents belong to age
category of more than 35years. Hence it is concluded that majority of respondents fall in the
age category of more than 35 years.

2. Classification on the basis of gender

Gender Respondent percentage

Male 23 76.7
Female 7 23.3
Total 30 100

ANALYSIS & INTERPRETATION:

According to the above table and chart it makes us clear that 76.7% respondent are male and
23.3% of respondents are female. Hence it is concluded that majority of maximum
respondents are male.

30 | P a g e
3. Monthly income

Income Respondent Percentage

Less than 20000 7 23.3
20001-30000 4 13.3
30001-40000 10 33.4
More than 40000 9 30
Total 30 100

Monthly income

ANALYSIS & INTERPRETATION:

On the basis of table and chart mentioned above the 23.3% respondents having less than
20000 income, 13.3% respondents having 20001-30000, 33.4% respondents having income
30001-40000, and 30% respondents having more than 40000. Hence it is concluded that
majority of maximum respondents having 30001-40000.

• Account

Type of account Respondent Percentage

Current account 4 13.3
Saving account 26 86.7
Total 30 100

ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that 13.3% respondents are having current
account and 86.7 respondents are having saving account. Hence it is concluded that majority
of maximum respondents are having saving account.

4. Services availing from bank.

Services Respondent Percentage

Debit card 15 50
SMS alerts 9 30
e-banking 6 20
Total 30 100

31 | P a g e
ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that 50% of respondents are availing debit
card, 30% of respondents are availing SMS alert services and 20% of respondent are availing
e-banking services. Hence it is concluded that majority of maximum respondents are availing
debit card services.

5. Rate the security of transaction through J&K bank.

Rating Respondent Percentage

Excellent 22 73.3
Good 6 20
Average 2 6.7
Total 30 100

ANALYSIS & INTERPRETATION:

The above chart and table shows that the 73.3% of respondents gives excellent rating to
employees, 20% respondent gives good rating to employees and 6.7% respondent gives
Average rating to employees. Hence it is concluded that majority of maximum respondent
gives excellent rating to employees.

6. Loan.

Types Respondent percentage

Car loan 11 36.7
Education loan 6 20
House loan 6 20
Consumer loan 7 23.3
Total 30 100

ANALYSIS & INTERPRETATION:

In the above chart and table it makes us clear the 36.7% respondents are availing car loan,
20% respondent are availing house loan, 20% respondent are availing house loan and 23.3
respondent are availing consumer loan. Hence it is concluded that majority of maximum
respondents are availing car loan.

7. Are the employees of J&K bank cooperative and helpful?

32 | P a g e
 Cooperative/helpful Respondent Percentage
Yes 100 100
No 0 0
Total 100 100

Cooperative and helpful

ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that 100% respondents agreed that J&K bank
is cooperative and helpful. Hence it is concluded that majority of respondents believes that
J&K bank is cooperative and helpful.

8. How long you are dealing with the bank.

Years Respondent Percentage

Less than 1 year 1 3.3
1-5 year 10 33.3
5-10 year 19 63.4
total 30 100

ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that 3.3% of respondents are dealing with the
less than 1 year, 33.3% of respondents are dealing with the 1-5 year and 63.4 of respondent
are dealing with more than 5-10 year. Hence it is concluded that majority of maximum
respondents are dealing with 5-10 year.

9. Satisfied by the services provided by J&K bank.

Customer satisfaction Respondent Percentage

Yes 30 100
No 0 0
Total 30 100

33 | P a g e
ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that 100% of respondents are fully satisfied
with the services provided by J&K bank. Hence it is concluded that majority of respondents
are fully satisfied by the services provided by J&K bank.

10. Satisfied by the time taken by J&K bank in each transaction.

Satisfied by the time taken Respondent Percentage

Yes 25 83.3
No 5 16.7
Total 30 100

ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that 83.3% of respondents are satisfied with
the time taken by J&K bank in each successful transaction service and 16.7% respondent are
satisfied with the time taken by J&K bank in each transaction. Hence it is concluded that
majority of respondents of 83.3% satisfied with the time taken by J&K bank in each
transaction.

11. Satisfied with the complaint redressal mechanism of J&K bank.

Satisfied with complaint Respondent Percentage

redressal mechanism
Yes 22 73.3
No 8 26.7
Total 30 100

ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that 73.3% of respondents are satisfied with
the complaint redressal mechanism of J&K bank and 26.7% respondents are satisfied with the
complaint redressal mechanism of J&K bank. Hence it is concluded that majority of

34 | P a g e
maximum respondents of 73.3% satisfied with the complaint redressal mechanism of J&k
bank.

12. Recommendation your bank to your friends and relatives.

Recommendation respondent Percentage

Definitely 19 63.3
Probably 7 23.3
May or may not 4 13.4
Total 30 100

ANALYSIS & INTERPRETATION:

On the basis of above table and chart it is clear that majority of respondents recommended
J&K bank to their friends and relatives. 63.3% will definitely recommended J&K bank to
their friends and relatives, 23.3% will probably recommended and 13.4% respondent may or
may not recommended J&K bank to friends and relatives. Hence it is concluded that majority
of maximum respondents will recommended bank to their friends and relative .

CHAPTER – 6

LIMITATIONS ,FINDINGES,SUGGESSTIONS AND CONCLUSION

LIMITATIONS:

• This study is very expensive.

• This study is time consuming.

• Shortage of time period I faced in this study.

• Some of the respondents denied disclosing any of the information.

35 | P a g e
FINDINGS:

• Out of 30 respondents, 10 respondent having monthly income 30000-40000.

• Out of 30 respondent, 26 respondent having saving account.’

• Out of 30 respondent, 15 respondent are availing using debit card services.

• Out of 30 respondents, 23 respondents are male.

• Out of 30 respondents, 22 respondents give excellent rating to J&K bank employees.

• Out of 30 respondents, 11 respondents are availing a car loan.

• Out of 30 respondents, 30 respondents are fully satisfied that employees of J&K bank are
cooperative and helpful.

• Out of 30 respondents, 19 respondents are dealing with bank 5-10 years.

• Out of 30 respondents, 25 respondents are satisfied by time taken by J&K bank in each
successful transaction.

• Out of 30 respondents, 22 respondent are satisfied with the complaint redressal

mechanism Of J&K bank.

• Out of 30 respondents, 19 respondent will definitely recommend to J&K bank to their

friends and relatives.

SUGGESTIONS & RECOMMENDATIONS

SUGGESTIONS

After the careful analysis of the research study, these are following recommendations
can be implemented for the betterment of the J&K bank in the findings of the study the
following are made for improvement of the customer service in J&K bank.

1. J&K bank should improve their service which would lead better results and customer
satisfaction.

36 | P a g e
2. The bank should open more branches and ATMs so that customer does not face any
problem.

3. The bank should decrease the quarterly charges on saving account.

4. The bank should also open more branches as well as ATMs outside the state so that
customer’s doesn’t feel any inconveniences.

5. Bank should make sure that each and every customer using online banking facilities should
be notified with e-alerts on each and every transaction.

6. Internet banking should try to reduce the complexity of online banking features.

7. The bank should give more attention towards the society under CSR.

8. There should be proper information about the product/ services.

9. Keeping in view the progress and growth of J&K bank its management should reduce
interest rate s on house and education loans to make a bank customer attractive.

ANNEXURE

BIBLIOGRAPHY

Reference by books:

• Kothari C.R, Research methodology, methods and techniques (second revised

edition), New Age International Publisher Delhi.

• Gupta Shashi K, Marketing research Kalyani Publisher New Delhi.

Reference by Internet:

37 | P a g e
 • http://www.jkbank.net

• http://www.greaterkahmir.com

• http://www.risingkashmir.com

• http://www.economictimes.com

QUESTIONNAIRE
A study on customer satisfaction in banking services
Dear Sir/Mam kindly give the truthful information. The information given by you is only for
research purpose.
• Name of the respondent ____________________________

• Age of the respondent

• Less than 15 2) 15-25 3)25-35 4) More than 35

3. Gender of respondent M F
4. Occupation of respondent

38 | P a g e
a) Salaried b) Self employed c) business d) Student e ) retired
Kindly tick as per your preferences:
5. What is your monthly income?

• Less than a)20000 b) 20001-30000 c) 30001- 40000 d) More than 40000

6. What kind of account do you have?

a) Current account b) saving account

7. What kind of services do you avail from bank?

a)Debit card b) SMS alerts c)E-banking

8. How do you rate the security of your transaction through J&K bank?

a)Excellent b) Good c) Average

9. Are you having availing any loan?

a)Car loan b)Education loan c) House loan d)Consumer loan

10. Are the employees of J&K bank cooperative and helpful in giving information about
the product?
a)Yes b) No

11. How long you have been dealing with bank?

a)Less than 1 year
b) 1-5 year
c)ear

12. Are you satisfied with the service provided by J&K bank?

39 | P a g e
 a)Yes b) No

13. Which of the following facility is given more important in your bank?
a)Loan facility

b)ATM facility

c)O/D facility

14. Are you satisfied with the time taken by J&K bank in each successful transaction?
a)Yes b)No

15 .Are you satisfied with the complaint redressal mechanism of J&K bank?
a) Yes b) No
16. Will you recommend your bank to your friends and relatives?

a)Definitely b) Probably c) May or may not

40 | P a g e