A STUDY ON CUSTOMER SATISFACTION TOWARDS THE

SERVICE PROVIDED BY SURYODAY SMALL FINANCE BANK

WITH SPECIAL REFERENCE TO COIMBATORE DISTRICT

INTRODUCTION OF THE STUDY

Marketing is the process of communicating the value of a product or service

to customers, for the purpose of selling the product or service. It is a critical business function
for attracting customers. From a societal point of view, marketing is the link between a
society’s material requirements and its economic patterns of response. Marketing satisfies
these needs and wants through exchange processes and building long term relationships. It is
the process of communicating the value of a product or service through positioning to
customers. Marketing can be looked at as an organizational function and a set of processes
for creating, delivering and communicating value to customers, and managing customer
relationships in ways that also benefit the organization and its shareholders.
There are five competing concepts under which organizations can choose to operate
their business; the production concept, the product concept, the selling concept, the marketing
concept, and the holistic marketing concept. The four components of holistic marketing are
relationship marketing, internal marketing, integrated marketing, and socially responsive
marketing. The set of engagements necessary for successful marketing management includes,
capturing marketing insights, connecting with customers, building strong brands, shaping the
market offerings, delivering and communicating value, creating long-term growth, and
developing marketing strategies and plans.

Customer satisfaction, a term frequently used in marketing, is a measure of how

products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers,
71 percent responded that they found a customer satisfaction metric very useful in managing
and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of

a Balanced Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy

ABOUT SMALL FINANCE BANK

Small Finance Banks is a specific segment of banking created by RBI under the guidance of
Government of India with an objective of furthering financial inclusion by primarily
undertaking basic banking activities to un-served and underserved sections including small
business units, small and marginal farmers, micro and small industries and unorganized
entities. Like other commercial banks, these banks can undertake all basic banking
activities including lending and taking deposits.

Small Finance Banks are a type of niche banks in India. Banks with a small finance bank
license can provide basic banking service of acceptance of deposits and lending. The aim
behind these is to provide financial inclusion to sections of the economy not being served by
other banks, such as small business units, small and marginal farmers, micro and small
industries and unorganised sector entities.

On 17 July 2014, the Reserve Bank of India (RBI) released the draft guidelines for small
finance banks, seeking comments for interested entities and the general public. The final
guidelines were released by RBI on 27 November 2014. Interested parties were required to
submit applications before 16 January 2015.
In February 2015, RBI released the list of entities which had applied for a small finance bank
license. There were 72 applicants.It was announced that an external advisory committee
headed by Usha Thorat would evaluate the license applications.
On 17 September 2015, The Reserve Bank of India (RBI) announced that it had given
provisional licenses to ten entities who would have to convert into small finance banks within
one year. Eight out of these ten entities were microfinance NBFCs, reiterating RBIs agenda
of financial inclusion. Capital Small Finance Bank was the first small finance bank to begin
operations, opening with 47 branches on 24 April 2016.
On 26 April, 2021, under Section 22 (1) of the Banking Regulation Act, 1949, the RBI has
issued an in-principle approval to Uttar Pradesh based Shivalik Mercantile Co-operative
Bank Limited for transition into a small finance bank. Thus, it has become India's first urban
co-operative bank (UCB) to transition to a Small Finance Bank (SFB).

The names of the licensees are as below:

Sl.No
Original licensee/promoter Commenced Bank name Headquarters
.

Ujjivan Financial Services Pvt Ujjivan Small

1 1 February 2017 Bangalore
Ltd Finance Bank

Janalakshmi Financial Services Jana Small

2 29 March 2018 Bangalore
Pvt Ltd Finance Bank

5 September Equitas Small

3 Equitas Holdings Pvt Ltd Chennai
2016 Finance Bank

AU Small
4 Au Financiers India Ltd 19 April 2017 Jaipur
Finance Bank

Capital Small
5 Capital Local Area Bank Ltd 24 April 2016 Jalandhar
Finance Bank

Fincare Small
6 Disha Microfin Pvt Ltd 21 July 2017 Bangalore
Finance Bank

ESAF Small
7 ESAF Microfinance 17 March 2017 Thrissur
Finance Bank

RGVN North East Microfinance 17 October North East Small

8 Guwahati
Ltd 2017 Finance Bank

Suryoday Small
9 Suryoday Microfinance Pvt Ltd 23 January 2017 Navi Mumbai
Finance Bank

Utkarsh Small
10 Utkarsh Microfinance Pvt Ltd 23 January 2017 Varanasi
Finance Bank

11 Shivalik Mercantile Co- 26 April 2021 Shivalik Small Noida

 Sl.No
Original licensee/promoter Commenced Bank name Headquarters
.

operative Bank Ltd Finance Bank

Centrum Financial Services 1 November, Unity Small

12 Delhi 
Limited and BharatPe 2021 Finance Bank

ABOUT SURYODAY BANK

Suryoday - ‘Sunrise’ in Sanskrit, signifies a new dawn, a new beginning and this
encompasses our strong commitment to financial inclusion. In the past, as Suryoday Micro
Finance and now as Suryoday Small Finance Bank.

Suryoday Small Finance Bank is a new age bank that went live on January 23rd 2017. Its
attempt is to bring the best banking solutions to the ‘banked’, ‘under-banked’ and the
‘unbanked’ sections of the society. Power packed solutions are designed to offer the choicest
of benefits to suit different financial needs. As always, its focus will continue to be on
ensuring the best in class ‘Customer Experience. The Bank was originally incorporated as
Suryoday Micro Finance Private Limited at Chennai Tamil Nadu as a private limited
company under the Companies Act 1956 pursuant to the certificate of incorporation dated 10
November 2008 issued by the Assistant Registrar of Companies Tamil Nadu Andaman and
Nicobar Islands at Chennai. Subsequently our Bank was converted into a public limited
company and the name of our Bank was changed to Suryoday Micro Finance Limited and a
fresh certificate of incorporation dated 16 June 2015 was issued by the RoC. Our Bank was
granted the in-principle and final approval to establish a small finance bank (SFB) by the RBI
pursuant to its letters dated 07 October 2015 and 26 August 2016 respectively. Pursuant to
our Bank being established as an SFB the name of our Bank was changed to Suryoday Small
Finance Bank Limited and a fresh certificate of incorporation was issued by the RoC on 13
January 13 2017. The Bank commenced its business with effect from 23 January 2017 and
was included in the second schedule to the RBI Act pursuant to a notification dated 24 July
2017 issued by the RBI and published in the Gazette of India on 02 September 2017. The
bank has a wide presence across 13 states and UTs across India through its 556 banking
outlets with a strong presence in Maharashtra Tamilnadu and Odisha.The Bank is primarily
engaged in extending micro credit to economically weaker women who are otherwise unable
to access finance from the mainstream banking channels. The Bank broadly follows the
Grameen model with suitable adaptations using the Joint Liability Groups (JLG) framework
where each member of the group guarantees the loan repayment of the other members of the
group. The Bank also provides finance for mortgage loans commercial vehicles loans to
micro small and medium enterprises and loans to Non-banking finance companies
(NBFCs).During the FY2016the Company raised Rs 746 Crore by way of debt facilities from
various lenders and Rs 72 Crores by way of loan portfolio securitization.The Company has
issued 4395907 equity shares by way of rights issue in July 2015. The capital was raised to
ensure adequate capital to support growth and expansion including enhancing the Company's
solvency and capital adequacy ratio and for general corporate purposes.

OBJECTIVES OF THE STUDY

 To find out the demographic profile of the respondents

 To identify the factor inflicting to know about Suryoday Small Financial Bank
 To examine the level of customer satisfaction towards value added services
provided by Suryoday Small Financial Bank
 To know about the problem faced by the customers of Suryoday Small Finance
Bank

LIMITATIONS OF THE STUDY

The following are the limitations factors of the study.

 The size of the sample is small.

 The study is limited to Coimbatore District only, So the finding cannot be
generalized.
  The period of study is limited.
 This analysis was based on the data collected with the help of questionnaire and
this might have its own restriction.

QUESTIONNAIRE

1. NAME: ________________

2. Age (in years):

a. 19-25 b.26-40 c. 41-50 d. Above 50

3. Education Qualification
a. Schooling b.PG c. Degree/Diploma d. others
4. Occupation:
a. Business b. Govt employee c. Pvt employee d. Student
5. Marital status:

a. Married b. Unmarried

6 Monthly Income:
a. Less than Rs.10,000 b. Rs.10,001-20,000 c. Rs. 20,001-30,000

d. Rs. Above 30,000 e. No Income

7. Location of family:
a. Urban b. Rural c. Semi urban
8. How do you know abot Suryoday Bank ?

a. Advertisement b. Friends c. Relations d. Others

9.How long have you been maintaining your accounts in Suryoday Bank

a. < 1yr b.1 – 3yrs. c.3 – 5yrs. d. > 5yrs.

10. What you Expect from Suryoday Bank ?
a. Fast Service b. Customer Friendly c. Safety
11. What is the purpose of using Suryoday Bank card?

a. Online Purchase b. Shopping c. Net Pay d. Others

12. What Type of Card are you Using in Suryoday Bank ?

a. Silver Card b. Golden Card c. Platinum Card d. Others

13. How frequently do you use Suryoday Bank Debit Card ?

a. Several Times in a week b. Once in a week c. Fifteen Days Once d. Monthly

once

14. How much times do you wait for transaction at Suryoday Bank Debit card?
a. Less than 5 minis b. More than 5 minis to 10 minis
c. More than10 minis or more

15. How much secured do you feel to use Debit card & UPI?
a. Highly secured b. moderate c. not secured d. others

16. What is your opinion about Bank service & Account Security?
a. Very Good b. Good c. Bad d. very bad

17. What types of Benifts you have received by using Debit cards?
a. Welcome gifts b. Coupon rebate c. Cash rebate d. Payment discounts

18. Easy to understand instruction provided during transaction?

a. Yes b. No
19. Are you satisfied with Suryoday Bank card service?
a. Highly satisfied b. Satisfied c. Dissatisfied d. Highly dissatisfied

20. The organization offers the customers quality service

a. Highly satisfied b. Satisfied c. Dissatisfied d. Highly dissatisfied

21. What are the problems you encountered while using Suryoday card?

a. network issue b. transaction failed c. high tax pay d. Others

22. Did Suryoday Bank take any action according to your problem?
a. Yes b. No
23. will you recommend Suryoday Bank to others
a. Yes b. No
24. Suggestions __________________________________________________________________
Data collection

The study mainly uses primary data collection through a specifically designed questionnaire these
questionnaire are given to the employee to collect data from them.

Simple percentage

The percentage refers to a special kind of ratio percentage is used in making comparison
between two or more serifs’ of data

Percentage analysis helps to find which factors is significant among a number of factors.

No of respondents
Percentage analysis = X 100
Total no of respondents

TABLE SHOWING AGE OF THE RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. 19-25 47 47%

2. 26-40 41 41%

3. 41-50 05 05%

4. Above 50 07 07%
 TOTAL 100 100%

INTERPRETATION

Table shows that 47% of the respondents are in the age group between 19-25years, 41% of
the respondents are in the age group between 26-40 years. 05% of the respondents are in the
age Group between 41-50 years, 07 % of the respondents are in the age group between above
50 years

Hence
The majority 47 % of the respondents are in the age group between below 19-25
years

THE CHAERT SHOWING AGE OF THE RESPONDENTS

50% 47%
45% 41%
40%
35%
30%
25%
20%
15%
10% 05% 07%
5%
0%
19-25 26-40 41-50 Above 50
Respondents

TABLE SHOWING EDUCATION QUALIFICATION OF THE RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

 1. SCHOOLING 26 26%

2. PG 17 17%

3. DEGREE/DIPLOMA 45 45%

4. OTHERS 12 12%

TOTAL 100 100%

INTERPRETATION

The above table shows that 26% of the respondents Says Schooling , 17% of the respondents says PG,
45% of the respondents says Degree /Diploma , 12 % of the respondents says Others

TABLE SHOWING OCCUPATION OF THE RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Business 52 52%
 2. Governments employee 17 17%

3. Privet employee 25 25%

4. Students 6 6%

TOTAL 100 100%

INTERPRETATION

The above table shows that 52% of the respondents are in Business, 17% of the respondents
are in Government Employee, 25% of the respondents are Students, 6% of the respondents are Private
Employee.

The majority 52% of the respondents are in Business

THE CHART SHOWING OCCUPATION OF THE RESPONDENTS

60%
52%
50%

40%

30% 25%

20% 17%

10% 6%

0%
Business Goverments Private employee Student
employee
 TABLE SHOWING MARITAL STATUS TO THE RESPONDENTES

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Married 34 34%

2. Unmarried 66 66%

TOTAL 100 100%

INTERPRETATION

Table shows that 34 % of the respondents are married. 66% of the respondents are
Unmarried.

The majority 66% of the respondents are unmarried.

THE CHART SHOWING MARITAL STATUS TO THE RESPONDENTES

 34%

married
unmarried

66%

TABLE SHOWING INCOME OF FAMILY RESPONDENTS

INTERPRETATION

The above table shows that 36% of the respondents had in Less than Rs10000, 41% of the
respondents had in Rs.10, 0001-20,000, 14% of the respondents had 20,001-30,000, and 09% of the
respondents are above 30,001.

Hence

The majority 41% of the respondents had in Rs.10, 0001-20,000.

THE CHAERT SHOWING INCOME OF FAMILY RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

 1. Less than Rs10000 26 26%

2. Rs.10,001-20,000 42 42%

3. Rs.20,001-30,000 14 14%

5. Above Rs.30,00 12 12%

6. NO INCOME 06 06%

TOTAL 100 100%

INTERPRETATION

The above table shows that 26% of the respondents had in Less than Rs10000, 42% of
the respondents had Rs.10, 0001-20,000, 14% of the respondents had 20,001-30,000, 12%
of the respondents are above 30,000 and 06% of the respondents are Students.

The majority 42 % of the respondents had in Rs.10, 0001-20,000.

THE CHART SHOWING INCOME OF FAMILY RESPONDENTS

 45 41 %
40
35
30
36 %
25
20
15 14 %
9%
10
6
5
0
less than 10,001 -20,000 20,001-30,000 above 30,000 no income
Rs10000

TABLE SHOWING LOCATION OF FAMILY RESPONDENT

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. urban 36 36%

2. rural 48 48%

3. Semi urban 16 16%

TOTAL 100 100%

INTERPRENTATION

The above table shows that 36% of the respondents are purchased in rural area ,48% of the
respondents are purchased the urban area and 16% of the respondents are purchased in semi urban
area.
 The majority 48% of the respondents are in rural

THE CHART SHOWING LOCATION OF FAMILY RESPONDENTS

60

50 48 %

40 36 %

30

20 16 %

10

0
Urban rural semiurban

TABLE SHOWING HOW THE RESPONDENTS CAME TO KNOW ABOUT SURYODAY BANK

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Advertisement 70 70%

2. Friends 15 15%

3. Relations 10 10%
 4. Others 5 5%

TOTAL 100 100%

INTERPRETATION

The above table shows that 70% of the respondents says Advertisement 15% of the respondents
through Friends 10% of the respondents are through Relations and 05% of the respondents through
others

The majority 70% of the respondents says Advertisement

 70%

70%

60%

50%

40%

30%

15%
20%
10%
10%
5%

0%
Advertisement
Friends
Relations
others

TABLE SHOWING MAINTAINING ACCOUNTS IN SURYODAY BANK ABOUT

THE RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. <1 year 36 36%

2. 1-3 year 41 41%

3. 4-5 year 14 14%

 5. > 5Year 09 09%

TOTAL 100 100%

INTERPRETATION

The above table shows that 36% of the respondents are in <1 year, 14% of the respondents
41% of the respondents are in 1-3 year, are 4-5 year, and 09% of the respondents are > 5Year.

The majority 41% of the respondents are in 1-3 year.

THE CHART SHOWING MAINTAINING ACCOUNTS IN SURYODAY BANK ABOUT

THE RESPONDENTS

45
41 %
40
36 %
35
30
25
20
15 14 %

10 9%

5
0
<1 year 1-3 year 4-5 year > 5 year
 TABLE SHOWING CUSTOMER EXPECT FROM SURYODAY BANK

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Fast service 61 61%

2. Easy understanding 24 24%

3. Safety 15 15%

TOTAL 100 100%

INTERPRETATION

The above table shows that 61% of the respondents said Fast service about customer
24% of the respondents said Easy understanding about 15% of the respondents said safety

The majority 61% of the respondents said Fast service

THE CHART SHOWING CUSTOMER EXPECT FROM SURYODAY BANK

 70 61%

60
50
40
24%
30
20 15%
10
0
Fast service
Easy understanding
Safety

TABLE SHOWING PURPOSES IF USING SURYODAY BANK CARD TO THE

RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Online purchasing 23 23%

2. shopping 31 31%

3. Net pay 27 27%

4. Others 19 19%

TOTAL 100 100%

INTERPRENTATION

The above table shows that 23% of the respondents are in Online purchasing, 31% of the
respondents are in shopping and, 27% of the respondents are Net pay and 19 % of the respondents are
others.

The majority 31% of the respondents are in shopping

THE CHART SHOWING PURPOSES IF USING SURYODAY BANK CARD TO THE

RESPONDENTS

35
31 %
30
27 %
25 23 %
19 %
20

15

10

0
Online purchasing shoping net pay others

TABLE SHOWING TYPES OF CARD USING IN SURYODAY BANK ABOUT THE

RESPONDENTS
S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1 Silver card 45 45%

.

2 Golden card 38 38%

.

3 Platinum card 11 11%

.

4 Master card 6 6%
.

TOTAL 100 100%

INTERPRETATION

The above table shows that 45% of the respondents are silver card and 38% of the
respondents had Golden card and 11% of the respondents are Platinum card and 06% of the
respondents Master card.

Hence

The majority 45% of the respondents are using Silver card

 50 45%
45
40 38 %
35
30
25
20
15 11 %
10 6%
5
0
Silver card Golden card Platinum card Master card

TABLE SHOWING WAITING FOR TRANSACTION AT SURYODAY BANK DEBIT CARD TO

RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE (%)

Less than 5 minis

1. 34 34%

More than 5 minis to 10 minis

2. 46 46%

More than 10 minis or more

3. 20 20%

TOTAL 100 100%

INTERPRETATION
 The above table shows that 34% of the respondents are in Less than 5 minutes, 46% of the
respondents are in More than 5 minutes to 10 minutes, 20% of the respondent is in More than 10
minutes or more.

The majority 46% of the respondents are More than 5 minutes to 10 minutes.

THE CHART SHOWING WAITING FOR TRANSACTION AT SURYODAY BANK DEBIT CARD
TO RESPONDENTS

50% 46%
45%
40%
35% 34%

30%
25%
20%
20%
15%
10%
5%
0%
Less than 5 minis More than 5 minis to 10 minis More than 10 minins or more

TABLE SHOWING THE SECURED FEEL USE DEBIT CARD & UPI TO THE RESPONDENTS

S.NO PARTICULARS NO.OF PERCENTAGE (%)

RESPONDENTS

1. Highly Secured 30 30

2. Moderate 36 36
 3. Not Secured 18 18

4. Others 16 16

TOTAL 100 100%

INTERPRETATION

The table showing 30% of the respondents are said Highly secured feel to use Debit card &
UPI. 36% of the respondents are said moderate feel to use credit card & UPI. 18% of the respondents
said Not Secured feel to use credit card & UPI and 16% are said Others feel to use credit card & UPI.

Hence
The majority 36% of the respondents are said moderate feel to use credit card & UPI.

THE CHART SHOWING SECURED FEEL USE DEBIT CARD & UPI TO THE RESPONDENTS

40
36%
35
30%
30
25
20 18%
16%
15
10
5
0
Highly Secured Moderate Not Secured Others

THE TABLE SHOWING OPINION ABOUT BANK SERVICE & ACCOUNT SECURITY
 S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Very Good 39 39%

2. Good 43 43%

3. Bad 8 8%

4. very bad 10 10%

TOTAL 100 100%

INTERPRETATION

The above table shows that 39% of the respondents are said very good, 43% of the
respondents are said good about bank service & account security, 8% are said very bad and10% of the
respondent is said bad.

Hence
The majority 43% of the respondents are said Good about bank service & account security.

THE CHART SHOWING OPINION ABOUT BANK SERVICE & ACCOUNT SECURITY
 50
45 43%
39%
40
35
30
25
20
15
10%
10 8%
5
0
Very Good Good Bad very bad

TABLE SHOWING PREMIUM RECEIVED USING CREDIT CARD TO THE

RESPONDENTS

S.NO PARTICULARS NO.OF PERCENTAGE

RESPONDENTS

1. Welcome Gifts 12 12%

2. Coupon rebate 35 35%

3. Cash rebate 28 28%

4. Payment discounts 25 25%

TOTAL 100 100%

INTERPRETATION

The above table shows that 28% of them are said Cash rebate, 35% of the
respondents are said Coupon rebate, and 25% of the respondent said Payment discounts and
12% are said Welcome Gifts

The majority 35% of the respondents are said Coupon rebate

THE CHAERT SHOWING PREMIUM RECEIVED USING CREDIT CARD TO THE RESPONDENTS

40
35%
35
30 28%
25%
25
20
15 12%
10
5
0
Welcome Gifts Coupon rebate Cash rebate Payment discounts

THE TABLE SHOWING UNDERSTAND PROVIDED DURING TRANSACTION

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Yes 64 64%

2. No 36 36%

TOTAL 100 100%

INTERPRETATION

Table shows that 64% of the respondents are said yes about understand provided during
transaction 36% of respondents are said No understand provided during transaction

The majority 64% of respondents are said yes about understand provided during transaction

THE CHART SHOWING UNDERSTAND PROVIDED DURING TRANSACTION

36%

yes
no

64%

THE TABLE SHOWING SATISFIED WITH SURYODAY CARD SERVICE TO THE

RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Highly Satisfied 27 27%

2. Satisfied 40 40%

3. Dissatisfied 12 12%

4. Highly dissatisfied 21 21%

TOTAL 100 100%

INTERPRETATION

The above table shows that 40% of the respondents are said satisfied, 27% of the
respondents are said highly satisfied and 21% of the respondent are said highly dissatisfied
and 12% of the respondents are said dissatisfied.

Hence The majority 40% of the respondents are satisfied

THE CHART SHOWING HOW MUCH SECURED FELL TO USE CREDIT CARD TO THE
RESPONDENTS
45
40%
40
35
30 27%
25
21%
20
15 12%
10
5
0
highly satisfied satisfed dissatisfied Highly dissatisfied

THE TABLE SHOWING ORGANIZATION OFFERS THE CUSTOMERS QUALITY SERVICE TO

THE RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Highly Satisfied 43 43%

2. Satisfied 37 37%
 3. Dissatisfied 11 11%

4. Highly dissatisfied 9 9%

TOTAL 100 100%

INTERPRETATION

The above table shows that 43% of the respondents are said Highly Satisfied, 37% of the
respondents are said satisfied and 11% of the respondent said dissatisfied and 09% are said Highly
dissatisfied.

The majority 43% of the respondents are Highly Satisfied.

THE CHART SHOWING ORGANIZATION OFFERS THE CUSTOMERS QUALITY SERVICE TO

THE RESPONDENTS

50
45 43
40 37
35
30
25
20
15 11
10 9

5
0
Highly Satisfied Satisfied Dissatisfied Highly dissatisfied

TABLE SHOWING CUSTOMER PROBLEMS ENCOUNTERED USING SURYODAY BANK CARD

 S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE

1. Network issue 27 27%

2. Transaction failed 25 25%

3. High tax pay 35 35%

4. Others 13 13%

TOTAL 100 100%

INTERPRETATION

The above table shows that 35% of the respondents are said High tax pay, 27% of
them are said Network issue, and 25% of the respondents are said Transaction failed and 13%
are of the respondents are said other.

The majority 35% of the respondents are said High tax pay.

THE CHART SHOWING CUSTOMER PROBLEMS ENCOUNTERED USING SURYODAY BANK

CARD

40 35%
35
30 27 % 25 %
25
20
15 13%
10
5
0
Network issue Transaction failed High tax pay Others
TABLE SHOWING ABOUT THE BANK TAKE ANY ACTIONS ACCORDING TO
THE PROBLEM OF THE RESPONDENTS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE (%)

1. YES 73 73%

2. NO 27 27%

TOTAL 100 100%

INTERPRETATION

The table showing 73% of the respondents said yes Bank take action according
to problem to the respondents, 27% of the respondents said there is no action taken
according to problem of the respondents.

The majority 73% of the respondents said yes Suryoday Bank take action according
to problem to the respondents.

THE CHART SHOWING SURYODAY BANK TAKE ANY ACTION

ACCORDING TO PROBLEM TO THE RESPONDENTS
 27%

yes
no

73%

TABLE SHOWING ABOUT RECOMMENDING SURYODAY BANK TO OTHERS

S.NO PARTICULARS NO.OF RESPONDENTS PERCENTAGE (%)

1. YES 63 63%

2. NO 37 37%
 TOTAL 100 100%

INTERPRETATION

The table showing 63% of the respondents are said YES and 37% of the respondents
said NO

37%

yes
no

63%

FINDINGS
 The majority 47% of the respondents are in the age group between below 19-25 years
 The majority 45% of the respondents Education qualification are Degree/Diploma
 The majority 52% of the respondents are in Business
 The majority 66% of the respondents are unmarried
 The majority 41% of the respondents had in Rs.10, 0001-20,000.
 The majority 48% of the respondents are in rural
 The majority 70% of the respondents came to know about Suryoday Bank Through
Advertisement
 The majority 41% of the respondents are in 1-3 year.
 The majority 61% of the respondents are said Fast service
 The majority 31% of the respondents are in shopping
 The majority 45% of the respondents are using Silver card
 The majority 30% of the respondents used about Several times in a week
 The majority 46% of the respondents are More than 5 minis to 10 minis.
 The majority 36% of the respondents said moderate feel to use credit card & UPI
 The majority 43% of the respondents are said Very Good about bank service & account
security.

 The majority 35% of the respondents are said Coupon rebate

 The majority 64% of respondents are said yes
 The majority 40% of the respondents are satisfied.
 The majority 43% of the respondents are Highly Satisfied.
 The majority 35% of the respondents are said High tax pay.
 The majority 73% of the respondents said yes Suryoday Bank taken action according to the
problem of the respondents
 The majority 63% said yes recommend Suryoday Bank to others