BBA III

Shivaji University Kolhapur

CHAPTER I
INTRODUCTION TO STUDY
1.1

INTRODUCTION
In the past ,the banks did not find any attraction in the Indian economy because of the

low level of economic activities and measure business prospects . It is right to maintain that the
public sector commercial banks find it difficult to work since the interference of government
makes it difficult to smake the services competitive.
Due to the increase of heavy competition in every product line it become difficult for the
companies to retain the customer for longer time. They are less process sensitive and they remain
customer for a longer period. They buy additional products , or improved so customer
satisfaction is gaining a lot of important the present day every.
The advent of electronic fund transfer system like as ATMs , Direct Deposit of payroll ,
pay by phone , point of sale , credit cards and debit cards ets. Facilities increase the customers in
bank .

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BBA III
Shivaji University Kolhapur

1.2 OBJECTIVES OF THE STUDY

1) To study customer satisfaction with reference to bank Dudhgoan
2) TO Study changing levels of expectations of customers from bank .
3) To know the customer satisfaction about the safety and comfort provided by RBL Bank.
4) To study services provided by the bank.
5) To give suggestions to improve the customer satisfaction and the company sales and
profitability.

1.3 RESEARCH METHODOLOGY

Researcher collects data though primary & secondary methods Researcher collected primary data though
1) Personal interview .
2) Questionnaire .
3) Discussion with the bank employees .

Researchers collected secondary data by using 1) Bank prospectus

2) Bank website .
3) Internet
4) Books

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BBA III
Shivaji University Kolhapur

1.4 SCOPE
1)Geographical Scope-:
The study is limited to the RBL Bank Dudhagoan village only .
2)Subjective Scope-:
The study is customer satisfaction with RBL bank is limited to the marketing
management.

1.5 SIGNIFICANCE OF THE STUDY

1) This study helps bank to know changing expectations of customers
2) Study gives information about satisfaction level of customers which helps banks & deposits
3) It is important to mention that the leading foreign banks have been found promoting the use
of new technologies to improve the quality of their service but the public sector commercial
banks have been facing strong opposition of trade unions on that account.
.

CHAPTER II

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BBA III
Shivaji University Kolhapur

INTRODUCTION TO THE ORGANISATION

2.1 INTRODUCTION OF BANK
Bank plays an important role in development of economy without banking we cannot
imagine development of nation . We are habituated or very much familiar with banking
business.
Main branch of RBL started on 1943,but dudhgaon brach opened on 1976 bank has been
in the news in the last two years primarily because the company has undergone a transformation .
Bank provides all service which are provided by other nationalized banks .The company does not
have a large retail network across india .It also has not launched an advertising campaign yet but
that is likely to changes in the next few months.

2.2 COMPANY PROFILE

Bank name RBL bank (Ratnakar bank limited)

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BBA III
Shivaji University Kolhapur
MICR Code 416176507
Branch Code 037
Address

- Dudhgaon,Tal Miraj ,Didt Sangli

Date of opening of main branch - 1943

Founders - B.B.Patil
Branch Manager Mr. A.A.patil
Web

- www.rblbank.com

Head Office - Shahu market yard Kolhapur.

Total Doposit(appr) 14 Koti
Total loan (appr) 3.5 Koti
No of branches - 180+

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BBA III
Shivaji University Kolhapur

2.3 ORGANSATIONAL STRUCTURE

Manager of the bank

Cashier

Micro banking officer

Officers

Sales officers

Probationary officers

Field Supervisor

Customer Service Representative

Peon

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BBA III
Shivaji University Kolhapur

CHAPTER III
THEORETICAL BACKGROUND
3.1 INTRODUCTION OF CUSTOMER SATISFACTION
In lees technical terms , we translate this definition to mean that satisfaction is the
customers evaluation of product or service in terms of whether that product or service has meet
their need and expectations. Failure to meet needs& expectations is assumed to result in
dissatisfaction with the product or service .
In addition to a sense of fulfillment in the knowledge that ones needs have been
met satisfaction can also be related to other types of feelings depending on the particular context
or type of services . For example satisfaction can be viewed as that consumer may associate with
service they dont think a lot about or service that they receive routinely over time . For those
service that really surprise the consumer in a positive way satisfaction may mean delight .
It is also important to recognize that although we tend to satisfaction at a particular
point in time . As if it were static , satisfaction is a dynamic moving target that may evolve over
time influenced by a variety of factors . Similarly , in the case of very new service or a service
not previously expectation may be barely forming at the point of initial purchase , these
expectations. Will solidify as the presses unfolds & the consumer begins to form his or her
perception . Through the service cycle the consumer may have a variety of different experiences
some good , some not good . Each will ultimately impact satisfaction .
DEFINITION
Satisfaction is the consumers fulfillment responds .It is a judgment that a product or
service feature or the product or service itself ,provides a pleasurable level of consumption
related fulfillment .

3.2 DETERMINANTS OF CUSTOMERS SATISFACTION -:

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Shivaji University Kolhapur
Satisfaction is also influenced by customers emotional responses , their attribution ,
& their perception of equity .

1)Features of Products and service features -:

Customer satisfaction with product & service are mostly affected by the features &
quality of products & service provided by the company . If company provides good quality
service or products than only customer attracts company & they will remain loyal customers .

2) Customers Emotions -:
Customers emotions can also affect their perception of satisfaction with products &
services . These emotions can be stable . Preexisting emotions for example Mood state or life
satisfaction . Think of times when you are at a very happy stage in your life , & your good ,
happy mood & positive frame of mind have influenced how you feel about the service you
experience . Alternatively when you are in a bad mood , your negative feelings may carry over to
how you respond to service , causing you to overreact or respond negatively to any little problem
.

Specific emotions may also be induced by the consumption experience itself ,

influencing consumers satisfaction with the services .

3)Attribution for service success or failure -:

Satisfaction as well as . When they have been surprised by an outcome , consumers tend to look
for the reasons , & their assessments of the reasons can influences their satisfaction .
Even when they dont take responsibility for the outcome , customers satisfaction may
be influenced by other kinds of attribution . For example -: In research done in a travel agency
context it was found that customers were less if dissatisfied with pricing error made by the agent
if they felt the reason was outside the agents control or if they felt it was a rare mistake , unlikely
to occur again .

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BBA III
Shivaji University Kolhapur

4)Perception of equity or fairness -:

Customers satisfaction is also influenced by perception of equity &fairness . Customers
ask themselves . Have been treated fairly compared with other customers ? Did other customers
get better treatment , better pries or better quality service ? Did I pay a fair price for the service ?
Was I traded will in exchange for what I paid & the effort I expended ? Nations of fairness are
central to customer perception of satisfaction with products & service .

5)Other consumers , family members & coworkers -:

In addition to product & service features & ones own individual feelings & beliefs .
Consumer satisfaction is often influenced by other people . for example satisfaction with a
family vacation trip is a dynamic phenomenon , influenced by the reactions & expression of
individual family members over the duration of the vacation later .

3.3 National customer satisfaction Index -:

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BBA III
Shivaji University Kolhapur
Because of the importance of customer satisfaction of firms & overall quality of life
many countries how have a national index that measures & tracks customer satisfaction at a
macro level . Many public policy markers be live that . these measures could & should be used as
tools for evaluating the health of the nations economy , along with traditional measures of
productivity & price . Customer satisfaction indexes begin to get at the quality of economic
output , whereas more traditional economic indicators tend to focus only on quantity .

The American customer satisfaction Index -:

The ACSI , developed by researcher at the national quality research center at the
University of Michigan , is a measure of quality of goods & services as experienced by consumer
. Within each industry group , major industry are selected to participate . Each company receives
an ACSI score computed from its customers perception of quality value satisfaction , expectation
, complaints & future loyalty .
With the exception of interest , portals , which ranked near the bottom , other ecommerce categories ranked in the middle ranges . The observation products is a trend to rank
lower in the ACSI . Ranks that do durable & nondurable products is a trend observed across . In
virtually every industry there are stronger performance in terms of customer satisfaction .

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Shivaji University Kolhapur

3.4 CUSTOMER SATISFACTION IN 7 STEPS -:

Its a well known fact that no business can exist without customers . In the
business of website design its important to work closely with your customers to make sure the
site or system you create for them is an close to their requirement as you can manage . because
its critical that you form a close working relationship with your Clint customer service is of vital
important . What follows are a selection of tips that will make your clients feel valued wanted &
loved .

1)Encourage face to-face Dealing -:

This is the most daunting & downright scary part of interacting with a customer .
It can not used to this sort of thing it can be a pretty nerve-wracking experience . Rest assured ,
though , it dose get easier over time . Its important to meet your customers face to face at least
once or even twice during the course of a project .My experiences has shown that client finds it
easier to relates to & work with someone they actually met in person rather than a voices on the
phone or someone typing into on email or messenger program .
2)Respond to messages promptly & keep your clients informed -:
This goes without saying really . We all know how annoying it is to wait days for
a response to an email or phone call . It might not always be practical to deal with all customers
queries within the space of a few hours , but at least email or call them back & let them know
youve received their messages & youll contact them about its as soon as possible .
A good example of this is may web host . I at least known they were doing something
about the problems . That to me is a prime example of customers service .

3)Be friendly & Approachable -:

A fellow site pointer once told me that you can hear a smile through the phone .
This is very true it very important to be friendly , courteous & to make your clients feel like your
there friend & your there to help them out . There will be times when you want to beat your
clients over the head repeatedly with a blunt object it happens to all of us .

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BBA III
Shivaji University Kolhapur

4)Have clearly Defined customer service policy -:

This may not be too important when your just starting out , but a clearly defined
customer service policy is going to save you with a lot of time & effort in the long run . If a
customer has a problem , what should they do? If the first option dose not work , then what ?
Should they contact different people for billing & technical enquiries ? Theres nothing more
annoying for a client then being passed from person or not knowing who to turn to.

5)Attention to detail -:
Have you ever received a happy birthday email or card from a company you were a
clients of ? Have you ever had a personalized sing-up confirmation email for a service that you
could tell was type from scratch ? These little niceties can be time consuming & arent always
cost effective , but remember to do them.

6)Anticipate your clients Needs & go out of your way to help them out-:
Sometimes this is easier said than done However , achieving this supreme level of
understanding with your clients will be wonders for your working relationship .

7)Honor your promises -:

Its possible this is the most important point in this article . The simple message when
you promise something , deliver . The most common example here is project delivery dates .
Clients dont like to be disappointed some thing may not get done or you might miss a
deadline through no fault of your own projects can be late technology can fail & sub-contractors
dont always deliver on time .

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BBA III
Shivaji University Kolhapur
3.5 ADVANTAGES & DISADVANTAGES OF CUSTOMER SATISFACTION

-:

The most efficient & economical way to measure customer satisfaction is to create
customer satisfaction surveys with the help of a survey software solution .

Advantages of customer satisfaction -:

Up- to- date feedback -:
Gather current customers feedback on various aspects of your company you can study
on top customer trends through regularly scheduled online surveys or email surveys & receives
instant customer feedback .

Benchmark results -:
You can administer the same survey every so often to customer to again continued insight
into your customers survey can have the same questions , which will allow you to compare data
over time & benchmark survey data across previous years to determine if any changes need to be
made .

Show that you care -:

Customers like to be asked for think feedback . It gives the customer the perception that
your company values them , is committed to keeping them as a long term customer & bases
business decisions on their feedback .

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BBA III
Shivaji University Kolhapur

Disadvantages of ascertaining customer satisfaction -:

Too

many surveys so little time -:

Your customers are bombarded with online surveys may be simple to complete however ,

same people simple dont take to complete them . Sending survey too often can irritate customers
& lead to customer burnout .

Privacy Issues -:
We live in a high-touch environment filed with daily dose of unwanted junk email , email
solicitation & sales calls . When taking on online survey or a phone survey it is hard for your
customers to believe that they arent being tracked . Because of insecurities of releasing private
information . Customers today are hesitant in giving out information that may lead to more junk
email & unwanted calls .

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BBA III
Shivaji University Kolhapur

CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
1)Why you opened your account in this bank
Response
Local
Reliable
Facilities
Other
Total

% of response
7
3
8
2
20

35
15
40
10
100

% of response
40%
35%

15%
10%

Local

Reliable

Facility

other

Interpretation -:
Respondents opened there accounts in RBL Bank due to same reasons like facilities
provided by bank customers has trust on bank & the bank is situated local area .

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Shivaji University Kolhapur
2)What kind of account do you maintain in this bank?

Response
current
saving
Loan A/C
recurring
total

No. Of customers % of response

2
10%
11
55%
3
15%
4
20%
20
100%

Kind of Account
% of response
55%

15%

10%

current

saving

Loan A/C

20%

recurring

Interpretation -:
Large no of respondents has saving A/C in bank . All respondent opened there
accounts for saving purpose . Large of them are farmers & from loners .

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BBA III
Shivaji University Kolhapur

3)How much time you visit the branch?

Purpose
Daily
weekly
monthly
Other
total

No. Of customers
2
9
9
0
20

% of response
10%
45%
45%
0%
100%

Visit the branch

Daily

Weekly

monthly

other

10%
45%
45%

Interpretation -:
Large respondents visit branch weekly or monthly . but same of them i.e.10%
respondents visit branch daily .

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BBA III
Shivaji University Kolhapur
4)Which of the following facilities more important for you?

Purpose
Loan facility
o/d facility
ATM facility
other facility
Total

No. Of customers
3
5
11
1
20

% of response
15%
25%
55%
5%
100%

Facilities
% of response

55%
15%
Loan facity

25%
5%
o/d facility

ATM facility

other facility

Interpretation - :
55% respondents are satisfied with the ATM facility , 25% respondents from
overdraft facility & 15% respondents from loan facility .

5 ) Are you satisfied with the bank staff ?

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No. Of
Purpose
Yes
No
Total

customers

Yes

% of response
16
80%
4
20%
20
100%

No

20%

80%

Interpretation -:
Almost all respondents are satisfied with bank due to prompt service provide by
them .

6) What do you feel about overall services quality provided by your bank?

Purpose

No. Of
customers

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% of response

BBA III
Shivaji University Kolhapur
Excellent
Very good
Good
Average poor
Total

5
5
7
3
20

25%
25%
35%
15%
100%

Services and Quality

% of response

35%
25%

25%
15%

excellent

Very Good

Good

Average poor

Interpretation -:
Almost all respondents feel satisfaction by service provided by bank some of
them sailed that service are poor .

7) Would you recommend this bank to your friends , relatives , associates?

Purpose
Yes
No
Total

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No. Of customers
14
6
20

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% of response
70%
30%
100%

BBA III
Shivaji University Kolhapur

Yes

No

30%

70%

Interpretation -:
The large number of respondents are recommend this bank .

8)Are you satisfied with service provided by the bank ?

No. Of
Purpose
Very satisfied
Satisfied
Somewhat satisfied

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customers
6
10
2

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% of response
30%
50%
10%

BBA III
Shivaji University Kolhapur
Dissatisfied
Total

2
20

10%
100%

Very satisfied

Satisfied

Somewhat satisfied

Dissatisfied

10%
10%

30%

50%

Interpretation -:
50% customers are satisfied with service provided by the bank and 30% customers are
very satisfied and 10% customers are unsatisfied with the bank.

9)Do you think there is any difference between RBL & other nationalized banks ?

No. Of
Purpose
No
Yes, to a certain extent
Total

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customers
11
9
20

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% of Response
55%
45%
100%

BBA III
Shivaji University Kolhapur

% of Response

55%

No.of it easy

45%

Yes, to a certain extent

Interpretation 55% respondents says that there has no any defiance between RBL & other
nationalized banks . because of service provide by the bank one same as nationalized
bank . But 45% responds full here is difference between RBL & other nationalized
banks .

10) Why you choose this bank ?

No. Of
Purpose
Personalized service
Wide branch network
Customer services
Computerized banking
total

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customers
5
4
6
5
20

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% of response
25%
20%
30%
25%
100%

BBA III
Shivaji University Kolhapur

% of response

30%

25%

20%

25%

Interpretation -:
The customers are choose this bank because customer service is very good in this bank
and customers are satisfied the provided services & facilities .

CHAPTER V
FINDINGS & OBSERVATION

5.1 Findings & observation -:

1) All customers are satisfied with the services .
2) Large no. of respondents choose this bank due to facilities provided by bank & RBL bank is
locally situated .
3) Maximum respondents opened their saving A/C in RBL bank .

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4)
5)
6)
7)
8)
9)

Mostly customers visit branch weekly or monthly very less no . of customers visit branch daily .
ATM facility is very important for customers .
Bank provides good quality service to the customers .
Almost all respondents will recommended bank branch to their friend , relates & associates .
The rate of lone of RBL Bank is reasonable .
The bank liquidity was good because the bank has given short term & medium term lone was

more than long term loan .

10) Customers are happy with the bank staff .

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BBA III
Shivaji University Kolhapur

CHAPTER VI
SUGGESTION & CONCLUSION
6.1 Suggestions -:
1) Bank branch should start providing credit card facility.
2) Bank should start Different schemes for businessman , students & farmers .
3) Bank should also provide loans to industries , factory , companies & other industries for
earnings more interest.
4) Deposits are the life blood of every banks therefore it is suggested to the bank to promote its
members to increase their deposits in the bank at its maximum .
5) Necessary legal steps should be taken to low speed of recovery .
6) Advertisement or promotional activities should increase .
7) Bank should arrange seminars workshops for illiterate customers & daily operations of banks
it will increase business of bank .
8) Lone facility ?

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BBA III
Shivaji University Kolhapur

6.2 CONCLUSTION
1)
2)
3)
4)

In present project report study of bank RBL Dudhagoan in presented .

The bank is offering good services which is reflected on the satisfaction of the customer.
Majority of the customer are satisfied with the design of the facility .
The facility provided to the customers by bank are good and satisfactory .

Bibliography
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Shivaji University Kolhapur

Book References -:
Banking and Finance
B . N . Belagali .
Marketing Management
Philip kotlar .
Marketing Service
S.K Fadke.
Website Reference -:
www rbl.in
www.google .com

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