PROJECT REPORT

ON
" AN ANALYSIS OF CUSTOMER
SATISFACTION IN THE BANKING SECTOR"

MERI COLLEGE OF ENGINEERING AND TECHNOLOGY

Submitted in the partial fulfillment for the award of degree for
BACHELOR OF BUSINESS ADMINISTRATION
(2020-2023)

Submitted To Submitted By

Dr. Manju Singh Name: Kajal Pandey

HOD BBA Roll No: 4115459

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 DECLARATION
I hereby declare that Project Titled “An analysis of customer satisfaction in the banking
sector” is an original piece of research work. It was not submitted to any other
organization, university or institutions or published any time before.
The information has been collected from genuine and authentic sources. The work has
been submitted in partial fulfillment of the requirement of BBA to our college.

Kajal Pandey

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 ACKNOWLEDGEMENT

I take this opportunity to extend my sincere thanks to my project guide Dr. Anil Kumar
Grewal for having made my research project a great learning experience by giving me
their guidance, insides and encouragement which acted as a continues support for me
during this entire period. I would also like to express my gratitude to my Dr. Manju
Singh HOD BBA and my parents for their support during the completion of project
report which leads to successful completion of my project report.

Shabnam Ara Dr. ANIL GREWAL

(ASSISTANT PROFESSOR)

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 EXECUTIVE SUMMARY

The banking sector is one of the most critical industries that play a pivotal role in the
economic growth and development of any nation. To achieve their financial goals and
objectives, customers rely on the banking sector’s services. Thus, the satisfaction level
of customers with banking services is crucial for the growth and success of the banking
industry. This report analyzes the customer satisfaction level in the banking sector and
provides recommendations to improve it.
Based on a survey conducted among banking customers, the study found that the
overall satisfaction level of customers with banking services is moderate, with an
average satisfaction score of 3.5 out of 5. The study also found that customers are more
satisfied with the convenience of banking services, such as online banking and ATM
facilities, than with the quality of customer service provided by banks.
Furthermore, the study revealed that customer satisfaction is significantly influenced
by factors such as the bank’s reputation, transparency in transactions, interest rates,
fees, and charges, among others. Therefore, to enhance customer satisfaction, banks
should focus on improving their reputation, being transparent in transactions, providing
competitive interest rates, reducing fees, and charges, and improving the quality of
customer service. Based on the findings, the report recommends that banks should
adopt customer-centric approaches and provide personalized banking services to meet
the specific needs and expectations of their customers. They should also invest in
training their employees to improve the quality of customer service and enhance their
knowledge of banking products and services
In conclusion, the banking sector needs to prioritize customer satisfaction to enhance
customer loyalty, retain existing customers, and attract new ones. The report provides
valuable insights and recommendations that can help banks improve their customer
satisfaction level and achieve their business goals and objectives.

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