ACKNOWLEDGEMENT

I,Samrat Saha would like to highly obligated to express m gratitude to

my respected teachers and my mentors who supported me throughout
my internship project for the PGDM course and assisted me
throughout the project.
 DECLARATION
I hereby declare that my project work entitled “Customer Satisfaction Report” is a
independent research work and it has been carried out by me during the period of my study
submitted Calcutta Business School under the supervision of Prof. Tamal Dutta
Chaudhuri.

Name – Samrat Saha

Roll – 18020
 TABLE OF CONTENTS

TOPICS
1 Company Profile
2 Sampling Design
3 Research Methodology
4 Data Analysis and Interpretation
5 Questionaire
 COMPANY PROFILE

Axis Bank is the third largest private sector bank in India. The Bank
offers the entire spectrum of financial services to customer segments
covering Large and Mid-Corporates, MSME, Agriculture and Retail
Businesses.
The Bank has a large footprint of 3,964 domestic branches (including
extension counters) with 12,705 ATMs & 3,548 cash recyclers spread
across the country as on 31st December, 2018. The overseas
operations of the Bank are spread over ten international offices with
branches at Singapore, Hong Kong, Dubai (at the DIFC), Colombo
and Shanghai; representative offices at Dhaka, Dubai, Abu Dhabi; a
step down subsidiary in the US- Axis Capital USA, LLC and an
overseas subsidiary in London, UK. The international offices focus on
corporate lending, trade finance, syndication, investment banking and
liability businesses.
Axis Bank is one of the first new generation private sector banks to
have begun operations in 1994. The Bank was promoted in 1993,
jointly by Specified Undertaking of Unit Trust of India (SUUTI) (then
known as Unit Trust of India), Life Insurance Corporation of India
(LIC), General Insurance Corporation of India (GIC), National
Insurance Company Ltd., The New India Assurance Company Ltd.,
The Oriental Insurance Company Ltd. and United India Insurance
Company Ltd. The share holding of Unit Trust of India was
subsequently transferred to SUUTI, an entity established in 2003.
SAMPLING DESIGN
Sampling is the one of the most important part while doing research.
It may be define as the selection of some area of totally aggregate on
the basis of which a judgment or inference about the aggregate or
totality is made. In simple words, it is the process of obtaining
information about the population by examining only a part of it

Sample Size - It indicates the numbers of people to be surveyed.

Though large samples give more reliable results than small samples
but due to constraints of time and money, the sample size will be
restricted to 400 clients of public sector banks to determine the level
of service quality & discover the gap in service quality from
beginning to end perception and expectations. And also take a sample
size of 400 clients of public sector banks to check the awareness level
of banking norms in them.

Sampling Unit - It defines the target population that will be

sampled i.e. it answers who is to be surveyed. In study, the sample
unit taken as clients of public sector banks from northern and
southern and eastern regions of Kolkata.
 RESEARCH METHODOGY
Market research generally involves two different types of research:
primary and secondary.

Primary research is research you conduct yourself (or hire someone

to do for you.) It involves going directly to a source —usually
customers and prospective customers in your target market — to ask
questions and gather information. Examples of primary research are:

 Interviews (telephone or face-to-face)

 Surveys (online or mail)
 Questionnaires (online or mail)
 Focus groups
 Visits to competitors' locations

When you conduct primary research, you’re typically gathering two

basic kinds of information:

1. Exploratory. This research is general and open-ended, and typically

involves lengthy interviews with an individual or small group.
2. Specific. This research is more precise, and is used to solve a problem
identified in exploratory research. It involves more structured, formal
interviews.

Primary research usually costs more and often takes longer to conduct
than secondary research, but it gives conclusive results.

Secondary research is a type of research that has already been

compiled, gathered, organized and published by others. It includes
reports and studies by government agencies, trade associations or
other businesses in your industry. For small businesses with limited
budgets, most research is typically secondary, because it can be
obtained faster and more affordable than primary research.
NEED OF STUDY
Here are several special explanations behind the need of the study;
• Speedy development of Public Sector banks in India.
• With individuals to find the awareness level.
• To realize that how service quality models helps service supplier and
client to tentative the service quality.
• This study helps the Banks to develop their services

OBJECTIVES OF STUDY

1. To identify the gap between customer expectation and their

perception of service quality provided by Public sector Banks
2. To study the reasons for enduring the relationship of consumers
associated with public sector banks.
3. To make suggestions to improve service quality in Indian banks on
the basis of findings of the study.
4. To study the recent developments of Banking Sector in India
. 5. To study the awareness among the client about the norms of
banking given by public sector bank.
DATA ANALYSIS & INTERPRETATION

Approximatley how often do you

contact the branch by telephone in a
year ?
Never 1-3 Times 2-9 Times 10& more

0%
14%

43%

43%
 QUESTIONAIRE ON CUSTOMER
SATISFACTION
1. Name :
2. Address :
3. Occupation :
4. Name of Branch:
5. What kind of account do maintain in this bank?
a) Current c)Demat a/c
b) Savings d) Loan a/c
7. For the past how many years do you have account
in this bank?

8. Do you use service of any bank?(mention, if any)

10) Is your bank branch well located and accessible?

a) Yes b) No

11) How many times have you visited your branch in last 6 months?

a)1-3 times

b)4-9 times

c)10 and more times

12) Do

es your bank have core banking facility for the customers?

Yes No

13)Does your bank have listed its share in the stock exchange ?
 Yes No

14) In terms of the service you received from the customer service
Representative/teller

15) Customer Service Representatives/Tellers

In terms of the service you received from the customer service

representatives/tellers, how satisfied were you with the following?
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Friendly and ○ ○ ○ ○ ○
courteous manner
Knowledge and ○ ○ ○ ○ ○
Bank’s products
and services
Willingness to ○ ○ ○ ○ ○
listen and respond
to your need
First and efficient ○ ○ ○ ○ ○
service
Recognition of ○ ○ ○ ○ ○
you as valued
customer
Professional and ○ ○ ○ ○ ○
attractive
appearance

16) Supervisors/Management

In terms of the service you received from the supervisors and

management of the branch, how satisfied were you with the following?
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Friendly and courteous ○ ○ ○ ○ ○
manner
Knowledge and Bank’s ○ ○ ○ ○ ○
products and services
Willingness to listen and ○ ○ ○ ○ ○
respond to your need
First and efficient service ○ ○ ○ ○ ○
Recognition of you as ○ ○ ○ ○ ○
valued customer
Professional and ○ ○ ○ ○ ○
attractive appearance
Available to customers ○ ○ ○ ○ ○
when needed
17) Branch Facilities

How satisfied were you with the following aspects of the branch facility?
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Clean and well ○ ○ ○ ○ ○
cared facilities
Efficient, no wait ○ ○ ○ ○ ○
service
No long line ups ○ ○ ○ ○ ○
and counter
Availability of ○ ○ ○ ○ ○
information
brochures
Present and ○ ○ ○ ○ ○
attractive décor
Automatic Bank ○ ○ ○ ○ ○
Machines in
convenient
locations

18) Statements and Mailed Documentation

In terms of your expectations regarding mailed statements, please

indicate your satisfaction with the following
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Sent out ○ ○ ○ ○ ○
reliably
and on
time
Complete ○ ○ ○ ○ ○
record of
transaction
Accurate ○ ○ ○ ○ ○
Easy to ○ ○ ○ ○ ○
read and
understand

19) Loan/Mortgages

In terms of service you received from the lending officer(s), how satisfied were you
with the following?
Very Satisfied Neutral Dissatisfied Very
Satisfied Dissatisfied
Friendly and ○ ○ ○ ○ ○
courteous
manner
Knowledge and ○ ○ ○ ○ ○
Bank’s products
and services
Willingness to ○ ○ ○ ○ ○
listen and
respond to your
need
First and ○ ○ ○ ○ ○
efficient service
Recognition of ○ ○ ○ ○ ○
you as valued
customer
Available to ○ ○ ○ ○ ○
customers when
needed
Offer of other ○ ○ ○ ○ ○
services or
alternative
means to meet
your needs
20) Mutual Funds

In terms of service you received from the Bank’s mutual funds representatives,
please rate the following criteria.

Very Satisfied Neutral Dissatisfied Very

Satisfied Dissatisfied
Friendly and ○ ○ ○ ○ ○
courteous
manner
Knowledge and ○ ○ ○ ○ ○
Bank’s mutual
fund products
and services
Willingness to ○ ○ ○ ○ ○
listen and help
identify your
need
Provide ○ ○ ○ ○ ○
guidance and
advices
Recognition of ○ ○ ○ ○ ○
you as valued
customer
Offer of other ○ ○ ○ ○ ○
services or
alternative
means to meet
your needs

21) Telephonic Inquiries

Have you contacted your branch by telephone in the last year?

Yes No
Approximately how often do you contact the branch by telephone in a year?
Never 1-3 times 4-9 times 10-19 times 20 of more times
○ ○ ○ ○ ○
22) What was the reason for your most recent telephone contact
with your branch?

Account information/balance
Confirmation of fund transfer
Rate inquiry
Bank hours/phone number/address
Loan enquiry
Statement enquiry
Complaint
Credit card enquiry
Other

23) In terms of service you expected from the telephone contact, please rate
the following criteria.

Very Satisfied Neutral Dissatisfied Very

Satisfied Dissatisfied
Call handled ○ ○ ○ ○ ○
promptly, not
kept on hold
Courteous and ○ ○ ○ ○ ○
professional
manner
Quickly ○ ○ ○ ○ ○
connected to
the right
person
Question or ○ ○ ○ ○ ○
problem
handled to
your
satisfaction