PRESENTATION ON CUSTOMER

SATISFACTION IN THE INDIAN

BANKING INDUSTRY
BYAKSHITA KANSAL
20120458
BBA 6th SEM.

INTRODUCTION
Customers satisfaction is an important theoretical as
well as practical issue for most marketers and
consumer researchers. Customers satisfaction can be
considered the essence of success in todays highly
competitive world of business. In general, satisfaction
is a persons feelings of pleasure or disappointment
resulting from comparing a products perceived
performance in relation to his or her expectations.

OBJECTIVES..
To discover the relationship dimensions which lead to
customer satisfaction.
To find out the satisfaction level and perception of
customers of private and public banks with respect to
the services provided.

Hypotheses
The following hypotheses are proposed:
(a) To be treated on public sector banks
H 1: There exists a significant difference among the level of customers satisfaction in the
SBI and the PNB.
(b) To be treated on private sector banks
H 2: There exist a significant difference among the level of customers satisfaction in the
Axis and the HDFC banks.
(c) To be treated on comparison
H 3: There exists a significant difference among the level of customers satisfaction in the
public and private sector banks

RESEARCH METHODOLOGY

Research Design - Exploratory design

Source of Data
Primary data - questionnaire
Secondary Data - internet , Books
Techniques of Data Analysis
tables, mean, S.D., C.V. , pie diagram

Findings & Conclusion

Customer satisfaction level is higher in Public sector
banks as compared with the Private Sector Banks.
Behavior and attitude of the staff in public sector
banks is the first reason of customer dissatisfaction
Many of the services are not provided by the Public
sector banks when compared with the Private sector
banks.

Recommendations & Suggestion

Staff should be friendly.
Clearly defined customer policy should be adopted by
the banks.
Customers needs should be anticipated in advance
so that they can be helped out in a better way.
Many of the services needs improvement in public
sector banks e.g. ATM facilities.