Noncooperative employee attitude and mismanaged online bankingatms were the front runner causes of customer dissatisfaction in state bank of india sbi. Malandrakis2 1 commercial bank of greece sofokleous 11, 10235 athens, greece 2 technical university of. Therefore experts say that customer satisfaction should be the fundamental principle of all the. The origin of the state bank of india goes back to the first. A comparative study of customer satisfaction in sbi and. To study the satisfaction level of green bank ing applications and to understand the most preferred. The problem of the customer is they are not aware of the services provided by their bank. Customer perception about service quality of sbi ijitee. Customer satisfaction on reliability and responsiveness of. The report title is customer satisfaction regarding hdfc bank. As we know that the customer expectation from sbi and other public sector banks psbs are different although both are part of the banking.
The evolution of state bank of india can be traced back to the first decade of the 19th century. The level of satisfaction will very from person to person, product to product and service to service. Importance of customer satisfaction in banking industry. The concept of customer satisfaction is a function of customer expectations. In case of abstract customer satisfaction it is in reverse order. With strong branding, banks can attract customers and create customers trust and loyalty to the bank. Customer satisfaction towards services provided by state. They have shifted their objective from earning profits to provide customer satisfaction. Introduction in todays competitive world, all organizations are focusing on customer satisfaction. Since working staffs plays an important role to create quality service, the research is also cen. Sbi and hdfccomparative study of customers satisfaction. Service quality in banks a study with reference to sbi in. Different scholars have tried to explain service quality and customer satisfaction with the help of financial inclusion, customer retention, customer awareness on modern banking services, mobile cash transfer and macrofinancial variables. Aug 01, 2014 the findings help the two banks identify the impact of banking personnel, processes, physical evidence, income, age, occupation and gender on customers satisfaction level.
The dissatisfaction of customers with bank services is an important issue to be. Importance of customer satisfaction in an organisation customer satisfaction is increasingly becoming a corporate goal as more and more companies strive for quality in their product and servicesbitner and hubbert, 1994, p. The present study has been collected from primary data on the basis of issue questionnaire, the. Therefore, bank can retain a customer only if he or she is satisfied by bank services. Customers satisfaction towards banking services of state bank of. State bank of india or sbi, continued to be owned and operated by private. The aim of my study is to determine how this bank has the largest customer base and how it is providing the best services to the customers. To study the role of customers in public sector banks in india. Customer satisfaction research of nepal sbi bank ltd core. Customer satisfaction a customer satisfaction is an important and relevant concept. Customer satisfaction in sbi and other psbs in meghalaya. Effectiveness of customer relationship management in state. This is model questionnaire on customer satisfaction in banking service.
How it is providing the services individual to each customer irrespective of whole customers. Customer satisfaction towards ebanking services offered by nepal sbi bank ltd a case study of nepalese commercial bank sanjeev pradhan research paper postgraduate business economics offline marketing and online marketing publish your bachelors or. Sbi and hdfccomparative study of customers satisfaction towards hdfc bank and state bank of india. Case study on state bank of india find, read and cite all the research you need on. Service quality in banks a study with reference to sbi. College,vikrama simhapuri university,india abstract. The main objective of the study is to study the level of customer satisfaction towards services provided by sbi and to estimate the performance of sbi based on the service provided. Chapter3 customer satisfaction in sbi and other psbs in. Customer satisfaction on housing loan in sbi bank free download as powerpoint presentation. Customer satisfaction of online banking in sbi and icicia. Project report on customer satisfaction a comparative. Customer satisfaction on internet bank services of state bank. An empirical evaluation on customer satisfaction in retail banking. The report gives an overview of the banking sector and company profile.
The aim of this paper is to present an original customer satisfaction survey conducted in the. Their investigation on factors influencing customer satisfaction in the pakistan retail banking sector 15 also reveals that service quality is the important determinant of customer satisfaction. A comparative study of customer satisfaction in sbi and icici bank. To know the customer satisfaction of state bank of india in india with reference to bangalore. Pdf customer satisfaction of online banking in sbi and.
The aim of the thesis is to measure the level of customer satisfaction for pao. When it comes to commercial banks, customer satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important. It has a total customer base of more than 42 crore. Online banking or internet banking allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society. A study on customer awareness towards loan products. Nepal sbi, customer satisfaction, employee satisfaction, service quality. Customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. Pdf a study on customer satisfaction of commercial banks. It began with the establishment of the bank of calcutta in calcutta, on 2 june 1806. Which upon indias independence becomes the state bank of india. Customers satisfaction for atm services in bihar, india. Service quality plays a major role in customer satisfaction and creating brand loyalty in banking sector. The present study was undertaken to know the preference of the customer towards state bank of india sbi.
Customer satisfaction on adoption of mobile banking. Pdf a study on customers satisfaction towards banking. Impact of sbi retail banking on customer satisfaction in sbi bank. Customer satisfaction could help the business by placing future demand to the company. In the code, you denotes the customer and we us, the bank, the customer deals with. Review of literature 18 govindarajalu 1996 5 in his article satisfaction and dissatisfaction with bank services views that the indian banks have lost the quality of customer service. Hereby we declare that the project report entitled comparative study of customers satisfaction towards hdfc bank and state bank of india submitted for the degree of master of business administration, our original work and the project report has not formed the basis for the award of any diploma, degree, associate ship, fellowship or similar other titles. Study on consumer satisfaction about sbi bank 4 customer. Customer satisfaction is an important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. As we know that the customer expectation from sbi and other. The reserve bank of india owns the state bank of india, to a large extent, and rest of the part is some private ownership in the share capital of state bank of india. The study is based on the responses of 200 customers of state bank of india branches in karimnagar district. Finally this studycovers the customers satisfaction towards sbi mobile banking services in mysuru city. Impact of atm banking performance on customer satisfaction.
The author conducted a literature search on banking services of sbi interviewing of its 150. The main objective of the thesis is to analyse the customer satisfaction regarding bank ing services provided by nepal sbi bank ltd. Customer satisfaction research of nepal sbi bank ltd. Effect of brand on customer loyalty among sbi banking customers. The banks are spending a lot of time and energy to frame polices about customer satisfaction. Based on these results, banks need to consider atm banking a significant area of customer service provision in the quest to achieve greater customer satisfaction with the bank itself in order to expand the base of satisfied customers. Customer satisfaction cs is the individuals perfection of the performance of the product or service in relation to his or her expectations. The study also force on the customer perception that how the banking services can be improved. A model questionnaire on customer satisfaction in banking service. Customer satisfaction is one of the most important factors in business. The overall material customer satisfaction is highest in sbi, followed by icici and hdfc bank. Management studies, bank, customer service, satisfaction, sbi, hdfc.
Customer satisfaction on housing loan in sbi bank loans. In todays demanding world, everybody needs instant banking. The study was conducted to know the customer satisfaction regarding service. Therefore, customer satisfaction must be translated into a number of measurable parameters directly linked to peoples job in other words factors that people can understand and influence deschamps and nayak, 1995. The result of this analysis is showed that mean age of ebanking users is 0. This descriptive research study mainly focuses on investigating the customer satisfaction on internet bank services of the state bank of india in thoothukudi district. Alapati, varalakshmi and nayak, shruthi v 2015 a study on customer satisfaction with the atms of sbi and icici bank and role of atms for a greener environment. The purpose of the paper is to reveal the customers perception of. Search and upload all types of project report on customer satisfaction survey on banks projects for mbas on. Hence for this study following objectives have been formed. But, the banking functions became an effective force. Customer satisfaction and service quality in marketing term, customer satisfaction is described as a measure on how product or services supplied by organization meet customersa expectation. Study on consumer satisfaction about sbi bank 4 free download as word doc.
The customer the state bank of india sbi is an indian multinational providing public sector banking and financial services. Pdf on jan 1, 20, amruth raj and others published a study on customer satisfaction of commercial banks. As the use of atm is increasing day byday, it is important to study the customer preference towards use of atm services in. Customer awareness and preference towards ebanking. Statement of the problem sbi introduced atm facility since the last fourfive years. Hdfc has the highest satisfaction level followed by icici and sbi. Now a day customer satisfaction and customer retention are the most important challenges faced by most of banking.
To suggest the strategies for the bank to improve the level of customer satisfaction. So i am working on the project of the effectiveness of customer relationship management in sbi bank. This is a research report on project report on customer satisfaction survey on banks by sayed arif in finance category. The purpose of this research article is to evaluate the customers satisfaction towards the banking services rendered by the sbi in kanyakumari district. The research is focused to reveal the expectations of customers which could be crucial for sbis growth and success. This is one of the important keys to ensure business is successful because customersa satisfaction will determine the market growth of the. This is the reason why banks listen to customer requirements and complains. The cost of making new customers is high than the cost of retaining customers. Customer satisfaction gives passing the words of mouth to other potential customers. There may be some possibilities of gaps between customers expectations and actual perception of experience in any service. There is an intense competition in the market to capture the customers. Project report on customer satisfaction survey on banks by. 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.
A customer whose experience falls below expectations will be dissatisfied. The findings help the two banks identify the impact of banking personnel, processes, physical evidence, income, age, occupation and gender on customers satisfaction level. A comparative study of customer satisfaction in sbi and icici. A model questionnaire on customer satisfaction in banking. Service quality in banks a study with reference to sbi in erode city amudha. Apr 11, 2019 customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. May 20, 2010 this is model questionnaire on customer satisfaction in banking service.
To measure the customer satisfaction in ebanking services provided by sbi. To study the level of customer satisfaction towards services provided by sbi. Customer satisfaction in the banking sector a comparative study of. The state bank of india sbi is the largest commercial bank in terms of deposits, advances, profits, branches, employees.
Customer satisfaction on adoption of mobile banking services. Sbi has now become the pioneer of international banking among the indian public. And awareness of customers about different types of products and services offered by hdfc bank. Case study on state bank of india amruth raj nippatlapalli business management,v. The research is focused to reveal the expectations of cus. To estimate the performance of sbi based on the service provided. Iii excutive summary the evolution of state bank of india can be traced back to the first decade of the 19th century. Customer awareness and preference towards ebanking services. The study has been conducted to compare the satisfaction level of customers of sbi public sector bank and icici private sector bank. However, there is no unanimity on the possible source of service quality and customer satisfaction. Rangasamy college of arts and science tiruchencode, tn india abstract quality in service is an indefinable concept because of the intangibles nature of the service. It is particularly true for the services firms where increased level of customer satisfaction results in profit maximization. A study on customer satisfaction of commercial banks.
To know the various important service quality dimension in banking industry. T his is a code of customer rights, which sets minimum standards of banking. General customer satisfaction cs is the individuals perfection of the performance of the. Customer satisfaction on internet bank services of state.
To know the satisfaction level of customers of bank in each service dimension. Data were collected using questionnaires from 100 customers. A survey on customer satisfaction in banking services 1. To study the satisfaction of customers towards the. This paper explores the perception of customer relationship management with respect to the customers of state bank of india in karimnagar district of andhra pradesh. A study on customer satisfaction and preference towards.
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