A

Summer Training Report

on
CUSTOMER SATISFACTION

A case study of J&K Grameen Bank.

Submitted In Partial Fulfillment Of The

Degree of
Bachelors of Business Administration

BY
SHRUTI GUPTA
BBA 2013-2016
UNIVERSITY ROLL NO - _____________________

UNDER SUPERVISION OF
Project Guide: Project
Guide:

Prof. Suresh Sadotra Prof.

Vinod Gupta

DEPARTMENT OF MANAGEMENT STUDIES.

GOVT. S.P.M.R. COLLEGE OF COMMERCE, JAMMU

 GOVT.S.P.M.R COLLEGE OF COMMERCE, CANAL ROA
JAMMU

CERTIFICATE

This is to certify that Shruti Gupta D/O Sh. Vinod Gupta student of BBA part 3rd, University
Roll no. ____________________ has completed her Project report on the topic
CUSTOMER SATISFACTION under my guidance and supervision during the academic
year 2015-2016 in the Partial fulfillment of requirement for awarding the degree of
Bachelors of Business Administration by the University of Jammu.
To the best of my knowledge the work done by the student is original and will be of
valuable source for the scholars and organizations to carry advance research work.

Project
Guide

1. Prof.
Suresh Sadotra

2. Prof. Vinod
Gupta

Head,
Department of Management
studies

PRINCIPAL
 DECLARATION

I hereby declare, that the project report on the topic CUSTOMER SATISFACTION A
case study of Oriental Insurance Company completed and submitted under the guidance
and supervision of Prof. Suresh Sadotra and Prof. Vinod Gupta is my original work.

The preparation of the project report is based on my personal findings, several visits to
the organizations, interaction with the officials/employees/customer and consultation
with the eminent scholars and secondary sources.

SHRUTI GUPTA
 ACKNOWLEDGEMENT

I worked over this project and have applied my best efforts. It was a formidable task, but
with the active guidance and help within the organization. I am able to complete the
task in an authentic and proper manner. Without their active guidance and support it
would not have taken the shape of a project report.

I am thankful to all the customers of J&K Grameen Bank for their cooperation and
support despite their busy schedule.

I am highly obliged and extend my sincere thanks to Prof Suresh Sadotra & Prof Vinod
Gupta, Project in charge of Govt. S.P.M.R College of Commerce for their continuous
guidance, unstinting support, monumental patience, encouragement and invaluable tips
through discussion and constructive criticism, which were always a source of inspiration
for putting my best efforts to ensure the success in this project.

SHIVANI PURI
 TABLE OF CONTENTS

Serial No. Chapter No. Title Page No.

1 Chapter-1 Introduction 6-17

1.1 Topic

1.2 Company Profile

2 Chapter -2 18-19

2.1 Objective of Study

3 Chapter-3 Research Methodology 20-22

3.1 Research Design

3.2 Sample Plan

3.3 Research Instrument

3.4 Data Collection Techniques

3.5 Data Presentation

4 Chapter-4 Data Analysis and Interpretation 23-35

5 Chaper-5 Findings 36-37

6 Chapter-6 Limitations 38-39

7 Chapter-7 Conclusions and Recommendations 40-42

8 Bibliography 43-44

9 Annexure 45-49