Audyogik Shikshan Mandal’s

College of Commerce, Science and Information Technology

(Affiliated to Savitribai Phule Pune University)

A
Project Report
On
“A Study on Customer Satisfaction of Government Banks With
Special Reference To Punjab National Bank City Branch Banka.”
Submitted to
College of Commerce, Science and Information Technology, Pune
(Affiliated to Savitribai Phule Pune University)
In partial fulfillment of requirements for
Bachelor of Business Administration,
International Business
By
SHUKLA AMAN CHAITANYA
Under the guidance of
Prof. Reshma R. Rode
College of Commerce, Science and Information Technology,Pune
Academic Year 2020-2021
 TITLE OF THE PROJECT

“A Study on Customer Satisfaction of

Government Banks With Special Reference To
Punjab National Bank City Branch Banka.”
 ACKNOWLEDGEMENT
It gives me immense pleasure to present this Research Project.The Project work
has brought out significance of sincere effort ,guidance and support that makes a
project successful. I take this opportunity to acknowledge the guidance and
encouragement of all those with whom I have interacted during course of research
project.

I would like to thanks to my project guide Prof. RESHMA RODE for

her valuable suggestions during the project work. I would also like to thank our
Principal sir , teaching & non-teaching staff of the college for their support and
encouragement.

Mr. SHUKLA AMAN CHAITANYA

 DECLARATION

I, undersigned hereby declare that project report on- “A Study on Customer

Satisfaction of Government Banks With Special Reference TO Punjab
National Bank City Branch Banka.” is written by me and submitted to the ASM
CSIT(SPPU ) towards the partial fulfillment of the AWARD OF Bachelor Of Business
Administration (I.B) during the year 2020-2021.

I prepared this project report under the guidance of Prof. RESHMA RODE .I
firmly declare that this project works first of its kind in the University of Pune and
other universities. This project may be rejected if found being duplicated.

Mr.SHUKLA AMAN CHAITANYA

BBA(I.B)
2018-2021
 CERTIFICATE

This is to certify that the project report titled“A Study on Customer Satisfaction
of Government Banks With Special Reference To Punjab National Bank City
Branch Banka.” Submitted by SHUKLA AMAN CHAITANYA(Registration
No.1031900402) is a record of bonafide work carried out by them under guidance
of Prof. Reshma R. Rode in partial fulfillment of the requirement for the award of
the Degree of Final Year Bachelor of Business Administration in International
Business.

Audyogik Shikshan Mandal’s

College of Commerce, Science and Information Technology

(Affiliated to Savitribai Phule Pune University)

Prof. ReshmaR. Rode

(Project Guide) (HOD)

 INDEX
Sr.No. NAME OF THE TOPIC PAGE NO.
1. Abstract. 1.
2. Introduction. 2-5.
3. Objectives ,Hypothesis & Importance of the Study. 6.
4. Scope & Limitations of the Study. 7.
5. Literature Review. 8-10.
6. Research Methodology. 11.
7. Research Design. 12-13.
8. Data Analysis & Interpretation. 14-21.
9. Findings & Conclusion. 22.
10. Suggestions. 23.
11. Bibliography & Webliography. 24.
12. Annexure. 25-26.
13. List of figures. 8,10.
14. List of tables. 14,15,17,18,19,20.

15. List of graphs. 14,16,18,19,20,21.

 ABSTRACT
Banking is a key industry in the service sector. Customer satisfaction is the state of
mind that customers have about the bank when their expectations have been met
or exceeded over lifetime of the service. A study of services and products carried
out by PUNJAB NATIONAL BANK is carried out and customer satisfaction is
studied.
The primary focused is to test the inter relationships between the services
encounter i.e Customer‘s Satisfaction and Service Value and their instantaneous
direct and indirect effects on customers objective outcomes in the form of
Behavioural Intentions. The study is conducted through descriptive method of
research. The study makes significant contributions by developing and a measure
of customer‘s satisfaction Service of banking services in Indian context, by
contributing to the existing debate by establishing that services construct and that
customized scales of satisfaction level need to be developed and validate
depending on the service context. The study is conducted with existing customers
of PUNJAB NATIONAL BANK BANKA BRANCH.
The study also emphasizes the significance of Service Value in enhancing loyalty
related Behavioural Intentions of Customers. The study points to the need for
adopting an inclusive approach to managing and enhancing Behavioural
Intentions for Customer loyalty and retention by emphasizing the effects of
Customer Satisfaction and Service Value on Behavioural Intentions.

1
 INTRODUCTION

"Customer satisfaction is measured at the individual level, but it is almost always

reported at an aggregate level. It can be, and often is, measured along various
dimensions. A hotel, for example, might ask customers to rate their experience
with its front desk and check-in service, with the room, with the amenities in the
room, with the restaurants, and so on.
Punjab National Bank, abbreviated as PNB, is an Indian government
owned bank. It is under the ownership of Ministry of Finance , Government of
India headquartered in New Delhi, India. The bank was founded in 1894 and is the
second largest government owned bank in India, both in terms of business and its
network. The bank has over 180 million customers, 12,248 branches and
13,000+ ATMs post merger with United Bank of India and Oriental Bank of
Commerce, effective from 1 April 2020.
Punjab National Bank, India’s first Swadeshi Bank, commenced its operations on
April 12, 1895 from Lahore, with an authorised capital of Rs 2 lac and working
capital of Rs 20,000. The far-sighted visionaries and patriots like Lala Lajpat Rai,
Mr. E C Jessawala, Babu Kali Prasono Roy, Lala Harkishan Lal and Sardar Dyal
Singh Majithia displayed courage in giving expression to the spirit of nationalism
by establishing the first bank purely managed by the Indians with Indian Capital.

During the long history of over 121 years of the Bank, 7 banks have merged with
PNB and it has become stronger and stronger with a network of 6809 branches and
9669 ATMs as on 30th June’16. Today the Bank stands tall amongst nationalized
banks in major financial parameters i.e., Global Business, Domestic Business,
Domestic Deposits, Net Advances, CASA Deposits Savings Deposits and
Operating Profit.

History
Fired by the spirit of nationalism and founded on the idea that Indians should have
a national bank of their own, Punjab National Bank Ltd was the result of the efforts
of far-sighted visionaries and patriots, among whom were persons like Lala Lajpat
Rai, Mr. E C Jessawala, Babu Kali Prasono Roy, Lala Harkishan Lal and Sardar
Dyal Singh Majithia. Incorporated under the Act VI of 1882, Indian Companies
Act, the Bank commenced operations on April 12, 1895 from Lahore, with an
authorised total capital of Rs 2 lac and working capital of Rs 20,000. Prophetically,
the Bank chose "Stability" as its telegraphic address, as the future course of events

2
were to prove - the Bank withstood various financial crises including the trauma in
the form of partition of India when the Bank had to close 92 offices (33%) in west
Pakistan which constituted 40% of its deposits and 15 of its staff fell victims to the
frenzy. The registered office was shifted to Delhi and the Bank honoured all the
deposit claims of the refugees even on the basis of whatever little evidence they
could produce. Subsequently, the Bank registered impressive performance and
grew from strength to strength.

A pioneer throughout, the Bank distinguished itself by appointing auditors in 1895

long before it was mandatory; introduced the "teller" system in 1944 (another
first ); established profit sharing bonus, provident fund and voluntary outside audit
well before they formed keystones of good management.

Nationalisation came in 1969 which unleashed a new chapter in the long history of
the Bank. Keeping with the economic ideology of catalyzing development and
amelioration of poverty by funding various self-employment schemes, PNB
expanded its presence rapidly in unbanked areas. The Bank donned the role of a
facilitator in providing the vital input of credit and consistently exceeded the
national goals in respect of priority sector lending. With its large presence
throughout the country and with a view to strengthening the rural credit delivery
system, the Bank sponsored Regional Rural Banks (RRBs).

PNB has established itself firmly as one of the premier banking institutions in the
country with a long tradition of sound and prudent banking. The bank`s growth has
been aided by take-over/merger of 7 private sector banks during different periods
in its history. The first ever and the only merger of a nationalised bank with PNB
was in 1993, viz., New Bank of India.

By late 1980s when the first whiff of liberalisation came about, the Bank initiated
strategic moves towards diversification; and in 2002, 20% of government
ownership was dis-invested through a very successful IPO to the public. In 2003,
the erstwhile Nedungadi Bank Ltd (e-NBL), a Kerala based private bank was
amalgamated with Punjab National Bank. This was the seventh merger in PNB’s
history of more than 115 years. PNB’s management team has been quite successful
in managing the mergers and ensuring the integration process in a smooth and
effective manner. It may be added that no other bank in the nationalised bank
group has a track-record of so many mergers. This has improved the franchise
value of the Bank, particularly, in the relatively underrepresented Kerala region. In
order to meet future capital requirements on account of implementation of Basel II
norms, in March 2005, the Bank came out with Follow-on Public Offer (FPO)

3
through the book building process, reducing the shareholding of Govt of India to
57.8%.

Punjab National Bank with more than 5400 domestic offices including Extension
Counters has the largest network amongst the nationalised banks i.e. next only to
SBI. The bank has a strong franchise value and provides a host of financial
products and services, both to the retail customer and corporate business. It has
continued to fulfil its social responsibilities and made significant progress in
adoption of technology, keeping with its objective of transforming itself into a
techno-savvy Bank.

During 2008-09, the Bank achieved the landmark of becoming the largest
Nationalised Bank to bring ALL BRANCHES/EXTENSION COUNTERS into
Core Banking Solution (CBS). The strong franchise enjoyed by the Bank,
combined with its technological capabilities provides the Bank competitive
advantages.
The Bank also continues to discharge its social obligations and addresses
environmental concerns with added vigour, which include free medical camps,
distribute artificial limbs, tree plantation and blood donation camps, besides
donations to Hospitals, Schools etc. The Bank supports various societies, charitable
institutions and NGO /organisations working for the benefit of downtrodden,
weaker sections of society, orphans, underprivileged, spastics, handicapped,
mentally retarded children, women in shelter homes, etc. The Bank also
contributes for fighting diseases like diabetes, tuberculosis, AIDS, leprosy etc.
Donations are also extended for purchase of water coolers, ambulances and
building infrastructure facilities at hospitals/schools.
Amalgamation

On 30 August 2019, Finance Minister Nirmala Sitharaman announced that

the Oriental Bank of Commerce and United Bank of India would be merged with
Punjab National Bank. The proposed merger would make Punjab National
Bank the second largest public sector bank in the country with assets of ₹17.95
lakh crore (US$250 billion) and 11,437 branches. The Union Cabinet approved the
merger on 4 March 2020. PNB announced that its board had approved the merger
ratios the next day. Shareholders of Oriental Bank of Commerce and United Bank
will receive 1,150 shares and 121 shares of PNB, respectively, for every 1,000
shares of they hold. On 1 April 2020, the merger came into effect. Post merging,
all customers of other two merging banks are now treated as the customers of PNB.

4
 Subsidiaries

Full list of subsidiaries is available here.

PNB Housing Finance Ltd.

PNB Metlife India Insurance Company Co. Ltd.

PNB Investments Services Ltd.

PNB (International) Ltd.

PNB Gilts Limited

PNB Cards and Services Ltd.

Awards & Achievements of Punjab National Bank

 30th National Awards for Innovative Training Practices.

 SKOCH award response to COVID - Gold.
 SKOCH Order of Merit for GECL.
 EASE 2.0 award.
 PNB won IBA Banking Technology Awards 2020.
 BFSI Digital Innovation Awards 2019.
 Best State Nodal Bank Award 2018-19.
 Digital Payments Award 2018-19.

5
 Objectives of the Study:
 To study the Customers feedback about Bank fulfilling its Banking Needs.
 To study the customer’s opinion about the bank provides loan facilities to
them in an easy manner.
 To study the customers feedback regarding the Internet Facility provided by
Bank.
 To study the feedback of customers regarding the mobile banking facility.
 To study the feedback of customers regarding the value of customers to the
bank.

Hypothesis of the Study:

 There is no significant relationship between income of respondent.
 There is no significant relationship on the impact of advertisement on
selection of services.
 There is no significant differences in perception and expectations of
customers from rural and urban areas in terms of tangibility , reliability,
responsiveness, assurance and empathy.
 There is no significant difference between being satisfied and unsatisfied in
terms of male and female.

Importance of the Study:

 The deeper the company understands of consumer’s needs and satisfaction

the earlier the product or service is introduced ahead of completion the
greater the expected contribution margin. Hence the study is very important.
 This study will help companies to customize the services and the products
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:

6
 This study will help in understanding the opinion or the feedback of
customers about the services provided by the Punjab National Bank.
 This study will also help to know the Problems faced by the customers of the
Bank.
 To understand the customer satisfaction about the overall facilities provided
by bank
 Necessary changes and improvements to be made by the bank

Limitations of the Study:

 The Results are only based on the feedback provided by the Respondents
taken for the study.
 Due to time constraints the Sample Size taken is 50 only.
 The study considers basic services provided by bank.

LITERATURE REVIEW

7
Customer satisfaction
It is a measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals.

FIGURE 1
Importance of Customer Satisfaction
Customer satisfaction cannot be limited to one short concept and include different
ideas: customer loyalty, customer delight and customer retention, to name a few.
Satisfaction is a word that summarizes the feelings of customers that they hold
about their experiences with a company (Hill, 2007, 2). Customer satisfaction is an
essential part of every successful business, thus every company strives to increase
the level of satisfaction and improve business performance. Besides, customer
8
satisfaction is not a concept that cannot be measured and managed. Companies
spend millions of Euros and people hours trying to influence customers and to
encourage them to become loyal (Glowa 2014, 8). How can companies know that
they are succeeding in satisfying the customers? If a company knows customer
expectations and attitudes and can meet the requirements, they are more likely to
make successful decisions and increase customer satisfaction. Consequently,
perceptions of customers should be accurately measured by models that have been
proven effective (Hayes, 2008, 80).

It is usually very expensive to measure customer satisfaction and collect the data
that will help to develop an efficient questionnaire. Companies should understand
customer perceptions and then analyze it, thus this is one of the most important
investments that companies should make, even though payoffs will be seen only in
the long run (Cochran 2003, 3).
There are many factors that affect customer satisfaction: helpful and
knowledgeable employers, service quality, competitive pricing, competitive
pricing and billing clarity (Hokanson 1995, 16). The Figure 2 shows all the factors
that affect customer satisfaction.

9
There are multiple business models and theories that allow measuring the factors
and drawing a conclusion about Punjab National Bank performance concerning
customer satisfaction.

10
 Research Methodology

Meaning of Research:
Research is a systematic method of finding solutions to problems. Research simply
means a search for knowledge. Research is an original contribution to the existing
stock of knowledge making for its advancement. It aims at discovering the truth.
Research is a process of systematic and in-depth study or search of any particular
topic, subject or area of investigation backed by collection, computation,
presentation and interpretation of relevant data.

Meaning of Methodology:
Methodology means methods of conducting research and the logic behind the
methods. The methodology is the theory of how research should be undertaken. It
is the tools and techniques used to obtain and analyze data.

Meaning of Research Methodology:

Research methodology means the method adopted in studying the problem. It helps
in explaining the tools and techniques used in studying the problem under study. It
is necessary that the researcher should know which tool is used and for what
purpose. Research methodology is a way to systematically show their search
problem. The research methodology not only talk about the research methods but
also consider the logic behind the method we sue in the context of our research
study and explain why we are using others so that the research results are capable
of being evaluated either by the researcher himself or by others.

11
 Research Design
Research design is the “framework or blueprint” for collecting information
needed in the best possible way. The correct design will save resources and also
tests the validity and the reliability of the research. A research design is the
arrangement of conditions for collection and analysis of data in a manner that aims
to combine relevance of the research purpose with economy in procedure. It
constitutes the blueprint for the collection, measurement and analysis of data. The
design includes an outline of what the researcher will do from writing the
hypothesis and its operational implication to the final analysis of data. The decision
with respect to the following will be included in the research design

For our research we have selected the Descriptive Research Type.

• Focuses on data collection, generally based on primary data.
• Related with finding the characteristics of group like demographic,
geographic, psychographic, socio-economic.
• The objective of this study is to answer the who, what, when, where, how
• This is well structured and rigid design.

Sources of Data Collection:

Source of data: -Data collection is the one of the most important aspect of
research analysis.
 Primary data: -
If the researcher’s collect the data originally from the investigation,
the data is called as primary data. Primary data can be collected with the help of

12
interview, questionnaire and observation. In this questionnaire is used to collect the
primary data.

 Secondary data: -
It is collected from the data which is already exists somewhere. The
researcher usually starts with secondary data to see whether the problem can
be partly solved of totally solved. Secondary data provide the starting point
of this research and offers advantage of low cost and ready availability of
data. Secondary data can be collected from the magazines, various books,
newspapers and internet.
Sampling Design:
For our project we have chosen the Simple Random Sampling. Where I have
randomly chosen the respondents to know the general opinion among the public
regarding the Sales promotion Activities

Research Method: Descriptive Research

Sampling Design: Simple Random Sampling
Sample Size:50

Data Analysis & Interpretation

13
 1. Customer satisfaction regarding Punjab National Bank "Debit
card" product:

Excellent Good Average Poor Very Total

Poor
The convenience of obtaining a 5 25 15 3 2 50
debit card
The quality of information 10 25 10 3 2 50
provided by employees of
Punjab National Bank
The extent to which employees 30 15 3 2 1 50
tried to be helpful and solve
customers problems

Customer Satisfaction of Debit Card

30
30 25 25
25
20 15 15
15 10 10
10 5 3 2 3 2 3 2 1
5
0

Excellent Good Average Poor Very Poor

Interpretation:

14
 According to the above table 50 out of 50 customers of Punjab National Bank
have the debit card. 50% customers rated good for the convenience of obtaining a
debit card and only 4% rated poor.
50% customers are happy by the quality of information provided by employees of
Punjab National bank and only 4% customers were unhappy.

2. Customer satisfaction regarding Punjab National Bank Deposit

Service:

Excellent Good Average Poor Very Total

Poor
The convenience of opening a 30 15 3 1 1 50
deposit account
The quality of information 12 32 5 1 0 50
provided when customers
opened the account
The extent to which employees 25 20 3 2 1 50
tried to be helpful and solve
customers problems

15
 Customer Satisfaction of opening a Deposit Account
30 32
35 25
30 20
25 15
20 12
15 5
10 3 1 1 1 3 2 1
0
5
0

Excellent Good Average Poor Very Poor

Interpretation:
60% customers are most satisfied with the convenience of opening a deposit
account.
64% customers happy with the quality of information provided by employees of
Punjab National bank when customers opened the account.

16
 3. Customer satisfaction regarding Punjab National Bank Loan
Service:

Excellent Good Average Poor Very Total

Poor
The loan conditions that were 3 15 3 2 2 25
offered by Punjab national
Bank
The quality of information 4 18 1 1 1 25
about the loan provided by
Punjab National Bank
employees
The extent to which employees 3 20 1 1 0 25
tried to be helpful and solving
customers
problems concerning the loan

17
 Customer Satisfaction of Punjab National Bank Loan
Service
20
18
20 15
16
12
8 3 3 2 2 4 3
1 1 1 1 1 0
4
0

Excellent Good Average Poor Very Poor

Interpretation: Only 50% respondents have taken the loan from Punjab
National Bank. From the above data, the respondents are happy with the loan
service, but still there is scope for some improvement.
4. Customer satisfaction regarding Punjab National Bank “Mobile
Bank” Service:

Excellent Good Average Poor Very Total

Poor
The usefulness of the service 7 28 8 1 1 45
The simplicity of using the 5 10 25 3 2 45
service

18
 Customer Satisfaction of Punjab National Bank “Mobile
Bank” Service
30 28
25
25

20

15
10
10 8
7
5
5 3
2
1 1

0
The usefulness of the The simplicity of using the
service service

Excellent Good Average Poor Very Poor

Interpretation:
From the above data, large group of respondents rated the usefulness of the Mobile
Bank service as Good, whereas large no. of customers rated for simplicity as
Average.
5. Customer satisfaction regarding Punjab National Bank “Online
Bank” Service:

Excellent Good Average Poor Very Total

Poor
The usefulness of the service 2 2 15 25 4 48
The simplicity of using the 3 5 10 28 2 48
service
The extent to which employees 0 26 15 5 2 48
tried to be helpful and

19
interested in solving customers
problems concerning the
service

Customer Satisfaction of Punjab National Bank “Online

Bank” Service
28 26
30 25
25
20 15 15
15 10
10 4 3 5 5
2 2 2 0 2
5
0

Excellent Good Average Poor Very Poor

Interpretation:
Out of 50, 48 respondents use the Online banking service. As per the feedback
provided by the respondents, they are not happy with the Online banking service.
6. How respondents feel Punjab National Bank cares about them as
its clients

Yes No
Respondents 36 14

20
 How respondents feel Punjab National Bank cares about
them as its clients

36
40

35

30

25

20 14
15

10

0
Respondents

Yes No

Interpretation:
Most of the respondents feel that the bank cares about them as its clients .

21
 Findings & Conclusion
 It is found that most of the customers are satisfied with the debit card
product/services provided by the Punjab National Bank with respect to the
convenience of obtaining the debit card, the quality of information that was
provided and how the employees try to be helpful to solve the customers
problems.
 Customers of Punjab National Bank are also satisfied with the deposit
service provided by the bank.
 It is found that customers of Punjab National Bank are satisfied with Mobile
banking services, but there is scope for improvement.
 The customers of the Punjab National Bank are unsatisfied with the Online
Banking services.
 Most of the customers feel that they are valued customers by the bank.
 Due to the intense competition in the financial market, PNB should adopt
better strategies to attract more customers.
 PNB is not using any promotional strategy for products awareness which is
highly required.
 PNB does not have any consumer complaint or feedback cell which is highly
required for customer retaining and satisfaction.

22
 Suggestions
 The bank should focus on improving the Online banking facilities to satisfy
its customers.
 The bank should resolve the errors and problems faced by its customers
related to mobile banking.
 It is also advised to improve the quality of information provided to the
customers by its employees.
 The bank should also focus on improvements and updations in the
Mobile/Online banking services to meet the changing world requirements.
 The bank should also introduce more schemes to satisfy its customers.
 The complains of the customers should be resolved as early as possible.
 The notifications of the banking transactions should be immediately sent to
the customers.

23
 Bibliography & Webliography
Books:
 Bruhn, M. 2000. Relationship Marketing: Management of Customer
Relationships. London, Pearson Education.
 Glowa, T. 2014. Measuring Customer Satisfaction: Exploring Customer
Satisfaction’s Relationship with Purchase Behavior. Philadelphia,
BookBaby.
 Hill, N., Roche, G., & Allen, R. 2007. Customer Satisfaction: The Customer
Experience Through the Customer's Eyes. New York City, The Leadership
Factor.
 Hokanson, S. 1995. The Deeper You Analyse, The More You Satisfy
Customers. Marketing News 29 (1), 480-488.

Websites:
 www.wikipedia.com
 www.pnbindia.com
 www.quora.com

24
 Annexure
Questionnaire
1. Name:
2. Do you use Punjab National Bank “Debit Card”?
A) Rate the convenience of obtaining a Debit Card
Excellent Good Average Poor Very Poor
B) Rate the quality of information that was provided to you by employees of
Punjab National Bank
Excellent Good Average Poor Very Poor
C) Rate the extent to which employees tried to be helpful and interested in solving
your problems.
Excellent Good Average Poor Very Poor
3. Do you have a “Deposit Account” in Punjab National Bank?
A) Rate the convenience of opening a Deposit account
Excellent Good Average Poor Very Poor
B) Rate the quality of information that was provided to you when you opened the
account
Excellent Good Average Poor Very Poor
C) Rate the extent to which employees tried to be helpful and interested in solving
your problems.
Excellent Good Average Poor Very Poor
4. Have you ever taken a loan in Punjab National Bank?
A) Rate the loan conditions that were offered by Punjab National Bank
Excellent Good Average Poor Very Poor

25
B) Rate information provided by Punjab National Bank employees concerning the
loan
Excellent Good Average Poor Very Poor
C) Rate the extent to which employees tried to be helpful and interested in solving
your problems concerning the loan
Excellent Good Average Poor Very Poor
5. Do you use Mobile banking services?
A) Rate how useful the service was for you
Excellent Good Average Poor Very Poor
B) Rate the simplicity of using the service
Excellent Good Average Poor Very Poor
C) Rate how understanding and supportive the employees of the bank were when
they tried to solve the problem concerning the service
Excellent Good Average Poor Very Poor
6. Do you use Online banking services?
A) Rate how useful the service was for you
Excellent Good Average Poor Very Poor
B) Rate the simplicity of using the service
Excellent Good Average Poor Very Poor
C) Rate how understanding and supportive the employees of the bank were when
they tried to solve the problem concerning the service
Excellent Good Average Poor Very Poor

26