UNIVERSITY OF MUMBAI

PROJECT REPORT ON
A SYUDY OF PERCEPTIONS OF CUSTOMERS TOWARDS
SERVICES OFFERED BY COMMERCIAL BANK

MASTER OF COMMERCE (Banking & Finance)

SUBJECT: RESEARCH METHODOLOGY
SEMESTER IV
2015-16
In Partial Fulfillment of the Requirement under Semester Based
Credit and Grading System for Post Graduates (PG)
Program under Faculty of Commerce

SUBMITTED BY
NIKITA SHARMA
Roll No: 39

PROJECT GUIDE
Subject Teacher name
Dr. RAJESHWARY G.

K.P.B HINDUJA COLLEGE OF COMMERCE

315, NEW CHARNI ROAD, MUMBAI-400 004

1
 4th SEMESTER

A STUDY OF THE PERCEPTIONS OF CUSTOMERS TOWARDS

THE SERVICES OFFERED BY COMMERCIAL BANKS

SUBMITTED BY
NIKITA SHARMA
Roll No: 39

2
 Smt. P.D. Hinduja Trusts

K.P.B. HINDUJA COLLEGE OF COMMERCE

315, New Charni Road, Mumbai 400 004 Tel.: 022- 40989000 Fax: 2385 93 97. Email:
hindujacollege@gmail.com
NAAC Re-Accredited A
ISO 9001:2008 THE BEST COLLEGE OF UNIVERSITY OF MUMBAI FOR THE ACADEMIC YEAR 2010-
Prin. Dr. Minu Madlani (M. Com., Ph. D.)

CERTIFICATE

This is to certify that Ms. NIKITA SHARMAof M.Com (Banking & Finance)

Semester 4th [2015-2016] has successfully completed the Project on A STUDY

OF THE PERCEPTION OF CUSTOMERS TOWARDS THE SERVICES

OFFERED BY COMMERCIAL BANK under the guidance of Dr.

RAJESHWARY G.

________________ ________________
Project Guide Co-coordinator

________________ ________________
Internal Examiner External Examiner

________________ ________________
Principal College Seal

3
 DECLARATION

I Ms. NIKITA. SHARMA student of M.Com-Banking & Finance, 4th semester

(2015-2016), hereby declare that I have completed the project on A STUDY OF
THE PERCEPTIONS OF CUSTOMER TOWARDS THE
SERVICESOFFERED BY COMMERCIAL BANK

The information submitted is true and original copy to the best of our knowledge.

(Signature)

4
 TABLE OF CONTENTS

SR. PARTICULARS PAGE NO.

NO

1.1 Introduction 6-8

1.2 Objectives Of Study 9

1.3 Hypothesis 9

1.4 Need for the Study 10

1.5 Research Methodology 10

1.6 Chapter Scheme 10

1.7 Review of Literature 11-12

1.8 Limitations of the study 12

2.1 Profile of the Respondents 13-19

3 Conclusion 20
3.1 Introduction 20-33
3.2 Conclusion 24-25

3.3 Suggestions & Recommendations 26

Bibliography 27

5
Chapter 1
1.1 Introduction

The banking industry is facing a rapidly changing market, new technologies, economic
uncertainties, fierce competition and more demanding customers and the changing climate which
lead to an unprecedented set of challenges. The banking is a customer oriented service industry.
There has been a radical shift in the market power from banks to their customers. The
effectiveness and efficiency became the buzzword of the success of banking operation and
proper functioning particularly in respect of providing services to the customers. Service is an
invisible thing which is indispensable from the person who extends it. An efficient or effective
service is one which is extended appropriately by identifying and understanding the needs of the
individual customer from time to time.

Customer service is a dynamic interactive process which needs continuous improvement. With
the advancement of information technology and communication system, the whole world has
been reduced to a global village. The customers at the present juncture are well exposed to
internet and satellite, T.V and so on. He is aware of the fact of service level available around the
world and thus expects the best from his bank. Customer service is not only a critical function
but becoming key posture for the business. It is the next most business strategy. The improved
customer service will definitely increase the profitability. A bank can be said as customer
oriented if its various organizational activities like organizational restructuring, staffing, and
coordination are geared up to fulfill customers needs.
Highly stressed profits and cut throat competition have introduced the new marketing practices
in the Indian banking sector which focus customer satisfaction. It has become very important for
the banks to retain their existing customer as well as to enlarge it. As the numbers of banks are
increasing; customers expectations of service quality is growing. It has become imperative to
measure the service quality of the bank so that the service providers can assess their level of
service quality and identify the quality gaps for improvements.

Service Quality is seen to be one of the main determinants of customer satisfaction. Service
quality has also been shown to be an important driver of customer satisfaction both from
theoretical view point and empirically substantiated in a variety of industries including service
industries. Product differentiation is impossible in a competitive environment like the banking
industry. Banks everywhere are delivering the same products.
Thus, bank management tends to differentiate their firm from competitors through service
quality. Service quality is an imperative element impacting customers satisfaction level in the
banking industry. In banking, quality is a multi-variable concept, which includes differing types
of convenience, reliability, services portfolio, and critically, the staff delivering the service.
There has been a growing importance of service sector worldwide. In line with the global trend,
in the Indian context also, the service sector is gaining prominence since the introduction of New
Economic Reforms in 1991. Of the various services provided in the service sector, the banking
industry in India has been undergoing a tremendous change in recent times. This has resulted in

6
the increasing competition among the domestic banks that include public sector banks, private
sector banks with that of the foreign banks. This in turn has facilitated for the diversification of
their activities synchronizing with the concept of modern banking.

Above all, it has also been realized that the major strategy of withstanding the stiff competition
not only to retain the old customers but also to attract the new customers through provision of
better services and hence, in recent times provision of better and quality services to customers
has become one of the focal points of the service agenda of banks and it is only the quality of the
services provided that could help the banks to attract more and more of customers in a
competitive banking. However, the common bank customer now-a-days is not fully satisfied
with the services rendered by the banks alone. This is because, the human perception changes
from time to time and from individual to individual. Hence, this change in perception of a
customer of the service he gets makes the job of satisfying him at all point of time more
challenging. It is therefore, necessary to for banks to continuously assess and reassess how
customers perceive the services, what are the new and emerging customer expectations and how
they can be satisfied on an ongoing basis. The present study attempts to analyze the customers
preference for the quality of services of banks.

Financial system of an economy is an integrated system consisting of multi-faceted entities

including financial intermediaries, markets and instruments with both domestic and foreign
dimensions. Banks are one of the oldest financial intermediaries and banking is a life line of any
modern economy. Banks play an important role in the mobilization of deposits and disbursement
of credit to various sector of the economy. The banking sector reflects the financial and
economic health of the country. India has a long and lesson able history of financial
intermediation, particularly commercial banking. Pre-independence, financial system prevailing
was mainly bank-based system which was lacking depth and openness. Soon after independence
in 1947, the Government of India adopted the policy of social control of important financial
institutions, starting with nationalization of the Reserve Bank of India in 1948.
This was followed by the emergence of State Bank of India in 1955 by takeover of the then
Imperial Bank of India. In 1969, Government nationalized 14 major banks and in 1980, 6 more
commercial banks were nationalized and brought under the public ownership. Nationalization of
commercial banks was having its own pros and cons.
After nationalization there was a shift of emphasis from industry to agriculture and the country
has witnessed rapid expansion in bank branches, even in rural areas.
However, it has created its own problem like excessive political influence, disruptive tactics of
trade unions of bank employees etc. Nationalized banks were having monopoly in the banking
sector and they were facing almost no competition. As a result there were problems of low
capital base, low productivity and high intermediation cost. The use of technology was vey less
and quality of the service was pathetic. Banks were not even following proper risk management
system and prudential norms. All these resulted in poor asset quality and low profitability. In this
backdrop, the wide ranging banking sector reforms were introduced as an integral part of
financial sector reforms in the early nineties and then after in the year 2000/01. As a result the

7
banking system in India has undergone significant changes during last two decades. Banking
sector reforms introduced in the line of L.P.G. policies have touched upon almost all aspects of
banking operations.

The main reforms were as follows:

1. Interest rate liberalization

2. Reduction in reserve requirement
3. Entry deregulation
4. Credit policies
5. Prudential provisions.
6. Operational autonomy

Banking sector reforms have supported the transition of the Indian economy to a higher growth
path and has significantly improved the stability of the financial system. The Indian banking
system has become more stable and efficient in comparison of pre reform period.
Asset quality of the banks has improved significantly vis--vis profitability. Thus, reforms have
been successful in enhancing the performance of commercial banks in terms of stability and
efficiency. The increased profitability and entry deregulation have resulted in a heightened level
of competition among the banks. The entry of private sector banks and foreign banks, subsequent
to the recommendations of the Narashimhan Committee, has increased manifold the expectations
of the customers in all areas relating to customer service. And recognition of service quality as a
competitive weapon is accepted more and more. Thanks to maturing markets and global
competition, bankers have been forced to explore the trade-off between winning new customers
and retaining old ones.

The focus of marketing has shifted to managing relationship with customers. Banking is no
longer regarded as a business dealing with money transactions alone, but is also seen as a
business related to information on financial transactions. In other words, it is believed that
information technology plays a very significant role in providing better customer service,
presumable at a low cost. Several innovative IT based services such as automated teller machines
(ATM), electronic fund transfer, anywhere - any time banking, smart cards, net banking, mobile
banking etc. are no longer alien concepts to Indian banking customers. But diffusion of
technology is somewhat slow in public sector banks when compared to private sector and foreign
banks.

Although the presence of private sector banks and foreign banks have kindled a competitive
spirit among the state-owned nationalized banks, nationalized banks are lacking in terms of
intensity, depth, diversity and range of services offered. Nevertheless, the RBI continues to move
towards greater liberalization, in order to foster competition among the nationalized banks.
This research study has been titled as A Study of the Perceptions of Customers towards the

Services offered by Commercial Banks.

8
1.2 Objectives of Study

The present study has been carried out with the following objectives:

1. To know customers attitude towards Commercial Banks

2. To study customers satisfaction level from services provided by Commercial banks.

3. To analyze the overall satisfaction level with respect to different experiences.

1.3 Hypothesis

i. H0: Customers are not satisfied with the services provided by Commercial Banks.

H1: Customers are satisfied with the services provided by Commercial Banks.

The above H1 hypothesis is proved. The hypothesis is proved in table no.1,13, 14.

ii. H0: Services provided by the bank are not helpful to the customers.

H1: Services provided by the bank are helpful to the customers.

The above hypothesis is proved. The hypothesis is proved in table no.8, 9.

9
1.4 Need for the Study

This study will serve as a baseline for improvement actions using feedback by providing, overall

satisfaction level of customers with different aspects of their experience and to know about how

customers perceive their day to day experiences at Commercial Banks

1.5 Research Methodology

This information is been collected from both Primary and Secondary source. Secondary

information includes data collected from sources such as Reference Books, Articles and

Websites.

1.6 Chapter Scheme

This study consists of the following chapters -

1. Introduction

2. Profile of the Respondents

3. Conclusion

10
1.7 Review of Literature

A Review of Literature is a significant aspect of any research work to know, what others have

learned from similar research situations and areas of agreement and disagreement. For the survey

of existing literature, the research and articles published on Internet was referred. The

observations and findings presented in this section are based on this literature review.

Bhattacharyya, S.K. and Rahman, Z. (2002): Most banks constantly try to keep their
customers due to high marketing cost. In order to run a successful bank branch, the bank must
have a good customer service. Many customers are loyal to a bank because of the customer
service provided. Customer service in banking industry must be able to respond to customer
questions using a variety of methods, including phone, email, fax and postal mail. For example, a
bank customer may ask about increasing his credit card limit or applying for a personal loan.
Customer service is any form of communication or interaction between a company representative
or an employee and an individual(s) doing business with that company. The heart of every
business lies in the hands of its customers, so the company's ability to establish and maintain a
strong customer base is essential for its growth and survival.

(David Square, 2010): Customer is the person or group that is the direct beneficiary of a project
or service. Customer satisfaction is the state of mind that customers have about a company when
their expectations have been met or exceeded over the lifetime of the product or service. The
achievement of customer satisfaction leads to company loyalty and product repurchase.

(Lenka, U, Suar, D and Mohapatra, P. K.J. (2009): A high customer satisfaction will bring the
business loyal customer; repeat orders and uses wide ranges of services offered by a business.
Global competition continues to heat up in markets around the world and emerging technologies
continue to empower customer with more market knowledge and wider choices. As such, quality
of service will increasingly become the pivotal determinants on a sustained basis.
Moreover, conventional marketing will increasingly appear as a ticket to enter the competitive
arena.

11
Parasuraman (2000): In this context, he opined that superior customer service and marketing
excellence are the two sides of the same coin. A broad-based study conducted by him reinforced
the idea that service quality is a function of customers' expectations and performance gap.
Several authors have also articulated different attributes that the customers use as criteria in
evaluating quality of services.

References:
1. Bhattacharyya, S.K. and Rahman, Z ( 2002) :Capturing the Customer's Voice : A Case

Study in Banking.

2. David, W.H. and Bro, U. (1989), Total Customer Service: The Ultimate Weapon: Harper

and Row.

3. Lenka, U, Suar, D and Mohapatra, P. K.J. (2009), Service Quality, Customer Satisfaction,
and Customer Loyalty in Indian Commercial Banks Journal of Entrepreneurship.

4. Parasuraman, Superior Customer Service and Marketing Excellence: Two Sides of the

Same Success Coin, Vikalpa. (July September) 25.

1.8 Limitations

This study is restricted with respect to services provided by Commercial Banks only and not any

other Banks. The study is restricted to collect information or survey from 30 respondents. The

research is restricted to analyze only customers satisfaction from services provided by

Commercial Banks and not institutions or any other.

12
Chapter 2

Profile of the Respondents

1) Are you satisfied with the services provided by Commercial Banks?

Particulars Frequency Percentage

Yes 21 70%

No 9 30%

Total 30 100%

Out of 30 People, 70% people are satisfied with the services provided by
commercial banks and 30% people are not satisfied with the services provided by
commercial banks.

2) Are the services offered satisfactory according to your needs?

Particulars Frequency Percentage

Yes 20 66.67%

No 10 33.33%

Total 30 100%

Out of 30 People 66.67% people are satisfactory with the services offered
according to their needs and 33.33% people are not satisfactory with the services
offered according to their needs.

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 3) How easy it is to open a/c in the bank?

Particulars Frequency Percentage

Very Easy 13 43.33%

Easy 9 30%

Difficult 6 20%

Very difficult 2 6.67%

Total 30 100%

Out of 30 people, 43.33% people find very easy to open a/c in the bank, 30%
people find easy to open a/c in the bank, 20% people find difficult to open a/c in a
bank and 6.67% people find very difficult to open a/c in the bank.

4) Do the counter services at the commercial banks meet the needs of the customers?

Particulars Frequency Percentage

Yes 19 63.33%

No 11 36.67%

Total 30 100%

Out of 30 people, 63.33% people needs of counter services are met and 36.67%
people needs of counter services are not met.

14
 5) How easy it is to obtain resources you need from the Commercial Banks?

Particulars Frequency Percentage

Very Easy 10 33.33%

Easy 11 36.67%

Difficult 9 30%

Very difficult 0 0

Total 30 100%

Out of 30 people, 33.33% people are finding very easy to obtain resources from
bank, 36.67% people are finding easy to obtain resources from bank, 30% %
people are finding difficult to obtain resources from bank, 0% people are finding
very difficult to obtain resources from bank.

6) Do you find the staff and counter members Co-operative?

Particulars Frequency Percentage

Yes 21 70%

No 9 30%

Total 30 100%

Out of 30 people, 70% people find the staff and counter members Co-operative and
30% people find the staff and counter members not Co-operative.

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 7) Is the services providing members of bank are enthusiastic?

Particulars Frequency Percentage

Yes 21 70%

No 9 30%

Total 30 100%

Out of 30 people, 70% people find services providing members of bank

enthusiastic and 30% people find services providing members of bank are not
enthusiastic.

8) Based on your experience, Please indicate your level of satisfaction with helpfulness
of the staff?

Particulars Frequency Percentage

Highly Satisfied 11 36.67%

Satisfied 11 36.67%

Neither 2 6.67%

Not Satisfied 6 20%

Total 30 100%

Out of 30 people, 36.67% people are highly satisfied with helpfulness of the staff,
36.67% people are satisfied with helpfulness of the staff, 6.67% people are neither
satisfied with the helpfulness of the staff and 20% of people are not satisfied with
the helpfulness of the staff.
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 9) Are you satisfied with the service provided by the banks in all fields?

Particulars Frequency Percentage

Highly Satisfied 9 30%

Satisfied 12 40%

Neither 3 10%

Not Satisfied 6 20%

Total 30 100%

Out of 30 people, 30% are highly satisfied by the services provided by banks in
all fields, 40% people are satisfied by the services provided by banks in all
fields, 10% are neither satisfied by the services provided by banks in all fields
and 20% are not satisfied by services provided by banks in all fields.

10) Is the new Internet Banking System introduced helpful to you?

Particulars Frequency Percentage

Yes 22 73.33%

No 8 26.67%

Total 30 100%

Out of 30 people, 73.33% people are finding new internet banking system helpful
and 26.67% people are not finding new internet banking system helpful.

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 11) Are you satisfied with the new E-Payment System?

Particulars Frequency Percentage

Highly Satisfied 7 23.33%

Satisfied 15 50%

Neither 2 6.67%

Not Satisfied 6 20%

Total 30 100%

Out of 30 people, 23.33% people are highly satisfied with the new E-payment
system, 50% people are satisfied with the new E-payment system, 6.67% people
are neither satisfied with the new E-payment system and 20% people are not
satisfied with the new E-payment system.

12) Do you think it creates opportunities for the customers?

Particulars Frequency Percentage

Yes 22 73.33%

No 8 26.67%

Total 30 100%

Out of 30 people, 73.33% people think it creates opportunities for the customers
and 26.67% people think it does not creates opportunities for the customer.

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 13) Does the pattern of services provided by banks inspire you to continue with the
banking system?

Particulars Frequency Percentage

Yes 20 66.67%

No 7 23.33%

Cannot Say 3 10%

Total 30 100%

Out of 30 people, 66.67% people are inspire to continue with the bank and
23.33% are not inspire to continue with the banking system.

14) Overall are you satisfied with your experience at Commercial Banks?

Particulars Frequency Percentage

Highly Satisfied 5 16.67%

Satisfied 16 53.33%

Neither 0 0

Not Satisfied 9 30%

Total 30 100%

Out of 30 people, 16.67% people are highly satisfied with experience at

commercial bank, 53.33% people are satisfied with experience at commercial bank
and 30% are not satisfied with experience at commercial bank.

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Chapter 3

Conclusion

3.1 Introduction

Banks play an important role in the economic development of a country. It is a financial

institution that accepts deposits and channels those deposits into lending activities either directly
or through capital markets. A bank connects customers which have capital deficits to those
customers with capital surpluses.

The banking industry in India is facing certain challenges i.e. challenges of quality service,
customer satisfaction, customer retention, customer loyalty. Quality service plays a major role in
achieving customer satisfaction and creating brand loyalty in banking sector. One of the most
momentous of such initiatives was the substitution of private ownership by public ownership,
through the medium of an ordinance of the largest commercial banks in the private sector on 19
July 1969. This has popularly came to be known as nationalization of these banks without which
it would not have been possible to transform the class banking into mass banking and align bank
credit to serve the planned priorities and social needs. Branch expansion programs formulated by
the Reserve Bank of India aimed at making available necessary banking facilities in all parts of
the country specially the unbanked rural and semi urban areas.

Banking system occupies an important place in a nations economy. A banking institution is

indispensable in a modern society. It plays a pivotal role in the economic development of a
country. Thus, economic development of a country depends upon the success of its banking
industry and this success is determined to a large extent by understanding the needs and
satisfaction of its customers. In the earlier societies functions of a bank were done by the
corresponding institution dealing with loans and advances.
British brought into India the modern concept of banking by the start of Bank of England in
1694. In 1708, the Bank of England was given the monopoly for the issue of currency notes by
an Act. In nineteenth century various banks started operations, which primarily were receiving
money on deposits, lending money, transferring money from one place to another and bill
discounting. India has a well-developed banking system.

Most of the banks in India were founded by Indian entrepreneurs and visionaries in the pre-
independence era to provide financial assistance to traders, agriculturists and budding Indian
industrialists. The origin of banking in India can be traced back to the last decades of the 18th
century. The General Bank of India and the Bank of Hindustan, which started in 1786 were the
first banks in India. Both the banks are now defunct. The oldest bank in existence in India at the
moment is the State Bank of India (SBI). The State Bank of India came into existence in 1806.

20
At that time it was known as the Bank of Calcutta. SBI is presently the largest commercial bank
in the country.

Banking has come to occupy a crucial position in a nations economy. According to the modern
concept, banking is a business which not only deals with borrowing, lending and remittance of
funds, but also an important instrument for fostering economic growth. Service is an invisible
thing which is indispensable from the person who extends it. An efficient service is one which is
extended appropriately by identifying and understanding the needs of the individual customer
from time to time.

Current Scenario:

Currently, overall banking in India is considered as fairly mature in terms of supply, product
range and availability. Even though reach in rural India still remains a challenge for the private
sector and public sector banks. Well computerized foreign banks are beginning to compete
seriously with the nationalized banks. They aim at a profitable and wealthy part of the market.
Almost 80% of the businesses are still controlled by Public Sector Banks. They are still
dominating the commercial banking system.

The banking system is facing the challenges with stiff competition and advancement of
technology, the services provided by banks have become easy and convenient, the competitive
character has been promoted by facilitating the entry of foreign banks and their ATM stations.
Efforts are being put to give a satisfactory service to customers. Phone banking and net banking
are introduced. The entire system has become more convenient and swift. Time is given more
importance than money.

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 sweeping 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 Machine
(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 relationship.

Due to the advent of e-banking, quality of service has been improved a lot as compared to
traditional banking services. Internet banking, Mobile banking, ATM, Electronic Fund transfer

21
has totally changed the way of providing services by the banks. Information technology in the
form of e-banking plays a significant role in providing better services at lower cost. Several
innovative IT based services such as
ATM, Internet banking, smart cards, credit cards, Mobile banking, phone banking, anywhere
anytime banking have provided number of convenient services to the customer.
So, as the service quality improves, the probability of customer satisfaction increases. Increased
satisfaction in turn increases the mutual understanding, customer retention and a bond of trust
between customers and banks. The banks which are providing these services on a wider scale to
customers are more reputed in the eyes of customers.

Role of Banking in Indian Economy

Banks play an important role in the mobilization of deposits and disbursement of credit to
various sector of the economy. The banking sector reflects the financial and economic health of
the country. India has a long and lesson able history of financial intermediation, particularly
commercial banking.

The functions of commercial banks explain their importance in the economic development of a
country.

Banks help in accelerating the economic growth of a country in the following ways:

1. Accelerating the Rate of Capital Formation:

Commercial banks encourage the habit of thrift and mobilize the savings of people. These

savings are effectively allocated among the ultimate users of funds, i.e., investors for productive

investment. So, savings of people result in capital formation which forms the basis of economic
development.

2. Provision of Finance and Credit:

Commercial banks are a very important source of finance and credit for trade and industry. The

activities of commercial banks are not only confined to domestic trade and commerce, but extend
to foreign trade also.

22
3. Developing Entrepreneurship:
Banks promote entrepreneurship by underwriting the shares of new and existing companies and

granting assistance in promoting new ventures or financing promotional activities. Banks finance
sick (loss-making) industries for making them viable units.

4. Promoting Balanced Regional Development:

Commercial banks provide credit facilities to rural people by opening branches in the backward

areas. The funds collected in developed regions may be channelized for investments in the under

developed regions of the country. In this way, they bring about more balanced regional
development.

5. Help to Consumers:
Commercial banks advance credit for purchase of durable consumer items like Vehicles, T.V.,

refrigerator etc., which are out of reach for some consumers due to their limited paying capacity.
In this way, banks help in creating demand for such consumer goods.

23
3.2 Conclusion

The banking sector in India is undergoing major changes due to competition and the advent of

technology. The customer is looking for better quality services which enhance his/her

satisfaction. From the above analyses, it is evident that bank has many positive features and the

customers are mostly satisfied with the services offered. In spite of this fact, it has been observed

that many customers are not aware of all sort facilities provided by bank. Though this study cant

provide conclusive evidence to determine particular courses of action and further research will

be required to provide conclusive evidence. But the management of bank should consider the

findings and take all necessary steps for further research and if they think that the customers of
bank are homogeneous in their choice and preferences.

We researcher find that the bank is performing very well. As the population increases the tastes,

likes, preferences also increases. People want different kind of products and services which are
helpful to them.

Banks provide security and convenience for managing your money and sometimes allow you to

make money by earning interest. Convenience and fees are two of the most important things to
consider when choosing a bank.

Writing and depositing checks are perhaps the most fundamental ways to move money in and out

of a checking account, but advancements in technology have added ATM and debit card
transactions and ACH transfers to the mix.

All banks have rules about how long it takes to access your deposits, how many debit card

transactions you're allowed in a day, and how much cash you can withdraw from an ATM.

Access to the balance in your checking account can also be limited by businesses that place holds
on your funds.

24
Debit cards provide easy access to the cash in your account, but can cause you to rack up fees if
you're not careful.

While debit cards encourage more responsible spending than credit cards, they do not offer the

same protection or perks to consumers. Regularly balancing your checkbook or developing

another method to stay on top of your account balance is essential to successfully managing your
checking account and avoiding fees and bounced checks.

If you have more money than you need to manage your day-to-day expenses, banks offer a

variety of options for saving, including money market accounts, CDs, high-interest online
savings accounts and basic savings accounts.

To protect your money from electronic theft, identity theft, and other forms of fraud, it's

important to implement basic precautions such as shredding account statements, having complex
passwords and only doing online banking through secure internet connections.

25
3.3 Suggestion and recommendations:

Recommendation:

1. Customer awareness Program is required so that more people should attract towards

banks.

2. If there are any kind of hidden charges than that must disclose to customer before giving

loan to them.

3. Bank must take some steps so that customers can get their required service in time. Like

phone verification by customer care that one customer is got their credit or debit card or

not .It must be before

4. Bank should more concern about physical verification rather than phone verification so it

will avoid fraud or cheating.

5. Service providing agents must not give any type of wrong information to customers.

6. For the better service new offers would be require.

7. Agents should be trained, well educated & proper trained toconvince the people about

different advance product.

8. It is the duty of the bank to disclose all the material facts regarding. Loan charged,

repayment period, other types of charges, etc.

9. Special scheme should be implemented to encourage both customer and agents.

10. Banks should more focus on Retaining existing customers.

Suggestions:

1. There is more time period for repayment of education loan.

2. Banks should take steps to solve customer problems immediately.

3. Launch innovative products.

26
Bibliography

Reference:

1. Bhattacharyya, S.K. and Rahman, Z ( 2002) :Capturing the Customer's Voice : A Case

Study in Banking.

2. David, W.H. and Bro, U. (1989), Total Customer Service: The Ultimate Weapon: Harper

and Row.

3. Lenka, U, Suar, D and Mohapatra, P. K.J. (2009), Service Quality, Customer

Satisfaction, and Customer Loyalty in Indian Commercial Banks Journal of
Entrepreneurship.

4. Parasuraman, Superior Customer Service and Marketing Excellence: Two Sides of the

Same Success Coin, Vikalpa. (July September) 25.

Books:

SBI Group, personal segment products 6th Edition (December 2008), A brief History

Websites:

1. www.sbi.co.in

2. www.qualitydigest.com/sept00/html/satisfaction.html

3. www.customers1st.blogspot.com

4. www.communication-is-important in-customer.html

5. articlestorehouse.com/Art/.../Why-Customer-Service-Is-Important.html

6. http://www.ifrnd.org/Research%20Papers/I5(12)3.pdf

7. https://www.google.co.in/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-
8#q=commercial%20banks%20in%20india.

27
 QUESTIONNAIRE

A STUDY OF THE PERCEPTIONS OF CUSTOMERS

TOWARDS THE SERVICES OFFERED BY COMMERCIAL

BANKS

Please tick the appropriate in below mentioned questions.

Name: _______________________________________________________________________

Gender: a) Male ______________ b) Female ______________

Age: a) 18 to 21 years ______ b) 22 to 24 years ______ c) 25 to 30 years ______

Qualification: a) Undergraduate ________ b) Graduate ________ c) Post-graduate ________

1. Are you satisfied with the services provided by Commercial Banks?

a) Yes ______________ b) No _______________

2. Are the services offered satisfactory according to your needs?

a) Yes ______________ b) No _______________

3. How easy is it to open a/c in the bank?

a) Very Easy _____ b) Easy _____ c) Difficult _____ d) Very Difficult _____

4. Do the counter services at the commercial banks meet the needs of the customers?
a) Yes ______________ b) No _______________

5. How easy it is to obtain resources you need from the Commercial Banks?
a) Very Easy _____ b) Easy _____ c) Difficult _____ d) Very Difficult _____

6. Do you find the staff and counter members Co-operative?

28
 a) Yes ______________ b) No _______________

7. Is the services providing members of bank are enthusiastic?

a) Yes ______________ b) No _______________

8. Based on your experience, Please indicate your level of satisfaction with helpfulness of
the staff?
a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____

9. Are you satisfied with the services provided by the banks in all fields?
a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____

10. Is the new Internet Banking System introduced helpful to you?

a) Yes ______________ b) No _______________

11. Are you satisfied with the new E-Payment System?

a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____

12. Do you think that it creates opportunities for the customers?

a) Yes ______________ b) No _______________

13. Does the pattern of services provided by banks inspire you to continue with the banking
system?
a) Yes ______________ b) No _______________ c) Cannot Say_____________

14. Overall are you satisfied with your experience at Commercial Banks?
a) Highly Satisfied ____ b) Satisfied ____ c) Neither ____ d) Not Satisfied ____

29
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