COMPARATIVE STUDY OF CUSTOMER SATISFACTION OF SERVICES RENDERED BY HDFC Bank AND PNB IN Sec 18 and 44 noida

Submitted to Amity University for the partial fulfillment of the award of the degree of Masters in Business Administration (Insurance & Banking) in ASIBAS

Submitted by Anmol Arora

Supervised by Mr. Rajesh Verma Professor

AMITY UNIVERSITY UTTAR PRADESH

Introduction
The banking industry of India is now running in a dynamic challenge concerning both Customer base and performance. Today, many banks are rushing to become more customer focused . A key component of many initiatives is the implementation of Customer Relationship management. The banking sector is facing enormous challenges of attracting the new customers and retaining the existing ones. The problems commonly encountered by the bankers are shifting of customer loyalty difficulty in synchronizing demand and supply, controlling the performance quality of human interaction, etc. need to be articulated and tackled by managers. A sound marketing strategy is required to be adopted, The strategy should focus on service quality rather than existing marketing mix, understanding of the customer expectations and perceptions and what they imply for the marketer, use of technology, planning for service recovery, customer-defined service standards, value pricing,.

Research Objective:
To study the comparative analysis between hdfc and PNB bank on the basis of customer
satisfaction . To know about the customer preferences among these banks

To know the customer awareness regarding the products and services of PNB and HDFC
bank

Research Design:This project is based on descriptive study.

Sample Size & Design:

Universe or the whole mass under study will be customers of PNB and HDFC Bank of Noida Sector-18 and residents of Noida Sector-44. Sample Frame will be age, gender, profession, education level and income.

Sampling method will be Convenient Sampling.

Sample size will be 200 customers.

Method of Data CollectionSources Of Data :Primary Source:-

Primary data.

In survey method we had selected a questionnaire method for taking a customer view because it is feasible from the point of view of our subject & survey purpose
A) Tools of Data Collection- Questionnaire

B) Tool for data analysis: Microsoft Excel