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OBJECTIVE OF THE STUDY

PRIMARY OBJECTIVE: To analyze the service quality and customer loyality with respect to the various service provided by the public and private banks.

SECONDARY OBJECTIVE:
1. To identify customer satisfaction variables which lead to building relationship with customers . 2. To study the difference in perception of the customers of the bank towards various services provided by public and private banks. 3. To identify the strategies of banks to satisfy their customers.

SIGNIFICANCE OF THE STUDY


Satisfied customers are central to optimal performance and financial returns. In many place in the world business organisation have been elevating the role of the customer to that of a key stakeholder over the past 20 years. Customers are viewed as a group whose satisfaction with the enterprise must be incorporated in strategic planning efforts. Forward looking banks are finding value in directly measuring and tracking customer satisfaction as an important strategic success indicator. Evidence is mounting that placing a high priority on customer satisfaction (CS) is critical to improved organisational performance in a global marketplace. With better understanding of customers perception, banks can determine the actions required to meet the customers needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competition, chart out path future progress and improvements in the work practices and processes used within the company.

FOCUS OF THE STUDY


The focus of the study is confined in comparing private and public banks in terms of customer satisfaction. The study will be undertaken on the basis of sample survey. The basic requirement for conducting this study was to examine the customer feedback and their knowledge about various services provided by the public and private banks in Sonipat region. The study was conducted to find out the level of satisfaction about the services provided by both the banks among its customers. The study will help the bank in analyzing the reasons as to why the customers are not using the services that are provided by the bank. It will help the bank to finalize its marketing strategy by suggesting few marketing steps that would help the bank in obtaining larger market share. With the help of the study, the bank can also frame certain competitive marketing strategies to outperform the market leader.

CONCEPTUALISATION
With years, banks are adding services to their customers. The Indian banking industry is passing through a phase of customers market. The customers have more choices in choosing their banks. A competition has been established within the banks operating in India. The new age IT (Information Technology) is bringing about changes in the banking industry, forcing them to re-engineer many of their basic processes and systems. Few of the technology-driven electronic banking services being offered are viz. Automated Teller Machines (ATM), Electronic Clearing Service (ECS), Electronic Funds Transfer (EFT), tele-banking, internet banking etc. New technological capabilities could be effectively used to create value and to better manage customer relationships. Banks are at different stages of technology adoption partly due to their different legacies, as much as the differences in their strategic approaches to computerization and technology absorption. A customer can be defined as a user or potential user of banking services. A customer would include an account holder, or his representative, or a person carrying out casual business transactions with a bank, or a person who, on his own initiative, may come within the banking .The efficiency of a banking sector depends upon how best it can deliver services to its target customers. In order to survive in this competitive environment and provide customer satisfaction, the providers of banking services are now required to continually improve the quality of services. It is to know how much private and public banks improves their services to provide customer satisfaction.

LITERATURE REVIEW
SOURCE 1: www.news.indiamart.com on July 30,2012
Public sector lender Punjab National Bank (PNB) has beat private sector lender ICICI Bank in regard to overall business in the June quarter ended June 30, although the state-owned PNB witnessed lesser increase in profit. Despite the global slowdown, various banks consisting HDFC Bank, Bank of India, Union Bank of India registered double-digit growth in the profit. There are many banks that posted rise in non-performing assets (NPAs) consisting PNB, Canara Bank, Central Bank of India and Union Bank of India. In regard to the overall business, PNB saw Rs 6.79 lakh crore ahead of ICICI Bank with an overall business mix of Rs 5.36 lakh crore during the end of June 2012.

SOURCE 2: http://www.answers.com ON 15 May,2011


Punjab National Bank (PNB) is one of India's largest nationalized banks, with some 5,000 locations. The financial institution offers services in personal and corporate banking, including industrial, agricultural, and export finance, as well as international banking. Its personal lending services include loans for housing, autos, and education. PNB's diverse client list includes Indian conglomerates, small and midsized businesses, non-resident Indians, and multinational companies. The bank was established in Lahore in 1895 -- more than 50 years before the country was partitioned into India and Pakistan in 1947.

Source-3: www.pnjabnewsline.com on july 28,2012

NEW DELHI: Punjab National Bank has revised housing loan rates on various maturities. The city-based bank announced a 0.50 percentage point hike in housing loans, both fixed and floating, in lines with similar moves by the bigger player SBI and other PSU banks. HDFC has also decided to hike home loan rates by 50 basis points (100 basis points = 1%), effective Tuesday. HDFC said that it would increase interest rates for all types of loans - fixed and

floating. While the interest on fixed rate loans would start at 10.75% per annum, the floating rate would start at 9%, HDFC sources said. With this, all the leading players like SBI, Oriental Bank of Commerce and Bank of Baroda have hiked home loan rates.

Source4:www.timesofindia.comonjuly29,2012

Punjab National Bank (PNB ) marches ahead of the country's largest private sector lender ICICI Bank in terms of total business, though it witnessed lesser increase in profit during the quarter ended June 30.Defying the impact of economic slowdown, several banks including HDFC Bank , Bank of India , Union Bank of India posted double-digit growth in profit. However, many others have also reported jump in non-performing assets. These include PNB, Canara Bank, Central BankofIndia and UnionBankofIndia.

In terms of total business, PNB clocked Rs 6.79 lakh crore much ahead of the its private sector peer ICICI Bank with a total business mix of Rs 5.36 lakh crore at the end of June 2012.Thus, the difference between these two banks in terms of total business, which include deposits and loans, is about Rs 1.43 lakh crore at the end of first quarter.PNB overtook ICICI Bank as the second largest bank in the country in March 2010 and has constantly increased margin. The gross NPA of PNB as a proportion of advances went up significantly to 3.34% against 2% at the end of June last year. Net NPA also rose to 1.68% during the period from 0.86% in the same period of previous year. Another public sector bank which recorded over 1% increase in gross NPA was Central Bank of India. The bank's gross NPA surged to 4.87% against 2.29% in the same period of the previous fiscal.

Source 5 www.hdfcbank.com on may19,2012


The bank would have loan application forms for retail advances and credit cards. These would include information about the fees/charges, if any, payable for processing, the amount of such fees refundable in the case of non acceptance of application, pre-payment options and any other matter which affects the interest of the borrower, so that a meaningful comparison with that of other banks can be made and an informed decision can be taken by the borrower. As part of the wholesale banking business, the bank has various segments to which credit facilities are provided for their business requirements. These include a wide range of customers and range from small & medium enterprises to large corporate borrowers. The

bank has a process for identification of target customers to whom facilities can be provided based on customer selection and risk assessment for that segment. Thus, the focus is on contacting prospective customers and encouraging them to avail of banking services from HDFC Bank based on the incremental value we can add to a customer's business, rather than customers making applications to the Bank for facilities / services. Thus, for the wholesale banking segment, we do not have any standardized application forms to be submitted by prospective customers.

RESEARCH METHODOLOGY Research


Research is the investigation of a particular topic using a variety of reliable, scholarly resources. The three major goals of research are establishing facts, analyzing information, and reaching new conclusions. The three main acts of doing research are searching for, reviewing, and evaluating information. Learning what research is not may help you fully grasp the concept. Randomly selecting books from the library is not research, nor is surfing the Internet. On the contrary, research requires organization, resourcefulness, reflection, synthesis, and above all, time. Research methodology has many dimensions, it includes not only the research methods but also considers the logic behind the methods used in the context of the study and explains why only a particular method or technique had been used so that search lend themselves to proper evaluation. Thus in a way it is a written game plan for concluding research. Therefore in order to solve our research problem it is necessary to design a research methodology for the problem as the same may differ from problem to problem.

RESEARCH DESIGN:

A research design is the arrangement of conditions for collection and analysis of data in manner that aims to combine relevance to the research purpose with economy in procedure. It is a framework, which determines the course of action towards the collection and analysis of required data. It may be described as the conceptual structure with in which the research is conducted. A research design is the specification of methods & procedure for acquiring the information needed. This is overall operation pattern or frame work that stipulates information is to be collected from which sources and by what procedure. In this descriptive as well as exploratory research design has been used.

DATA COLLECTION
Data collection can be broadly classified into two categories:

I. PRIMARY DATA
Primary data are those which are collected afresh and for the first time. There are several methods for collecting primary data but some important methods are: o Observation method o Interview method o Through questionnaire

II. SECONDARY DATA


Secondary data are those which have already been collected by someone else and which have already been passed through statistical process. Secondary data can be collected from: o Books o Annual reports of the company o Journals and Magazines o Websites

METHOD OF COLLECTING DATA:The method used in collecting the information are:.


Questionnaire (Schedule). Survey and manuals of various departments.

SAMPLE DESIGN:Sampling is defined as the selection of some part of an aggregate. Sampling in simply the process of learning about the population on the basis of a sample drawn from it. Thus, in sampling instead of every unit of universe only part of universe is studied and the conclusion is drawn for the entire universe.

ANALYSIS PATTERN
Tables Pie Charts Bar Diagram. Primary Secondary ::Through Questionnaires Through Internet, Journals, Newspaper Survey Structured Questionnaire. 50 Work had done in Sonipat Random sampling. Exploratory and Descriptive

Data Collection Procedure: Research Instrument: Sample Size: Sample Area: Sample procedure: Research design used-

SERVICE QUALITY AND ITS MODEL

SERVICE QUALITY:

Company personnel need a common understanding in order to be able to address such issues as the measurement of service quality, the identification of causes of service quality shortfalls, and the design and implementation of corrective actions. PERSPECTIVES ON SERVICE QUALITY

The word quality means different things to people. David Garvin identifies five perspectives on quality: 1. The transcendent view of quality is applied to the performing and visual arts. It argues that people learn to recognize quality only through the experience gained from repeated exposure. 2. The product based approach creates differences in the amount of an ingredient or attribute possessed by the product. 3. User based definition says that quality lies in the eyes of the beholder which define quality with maximum satisfaction and demand oriented perspective recognizes that different customers have different wants and needs. 4.Value based define affordable excellence.

CONTRASTING QUALITY COMPONENTS IN MANUFACTURING AND SERVICES Manufacturing- Based Components of Quality:
Performance (primary operating characteristics) Features (bells and whistles) Reliability (probability of malfunction or failure) Conformance (ability to meet specifications) Durability (how long the product continues to provide value to the customer)

Service- Based Components:


Tangibles (appearance of physical elements) Reliability (dependable, accurate performance) Responsiveness (promptness and helpfulness) Assurance (competence, courtesy, credibility and security) Empathy (easy access, good communication and customer understanding)

THE GAP MODEL: A CONCEPTUAL TOOL TO IDENTIFY AND CORRECT SERVICE QUALITY PROBLEMS Balance customer expectations and perceptions and to close any gaps between the two: GAPS IN SERVICE DESIGN AND DELIVERY Their are four potential gaps within the service organisation that lead to a final and most serious gap : the difference between what customers expected and what they perceived was delivered. 1. The knowledge gap is the difference between what service providers believe customers expect and customers actual needs and expectations. 2. The standards gap is the difference between managements perceptions of customer exceptation and customers actual needs and expectations. 3.

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