Customer Satisfaction
Comparative Study of customer satisfaction in public sector and private sectors banks
Table of Contents
Acknowledgment…………………………………………………1
Executive Summary……………………………….……………...3
Introduction…………………………………………………….....4
Literature Review…………………………………………………6
Banking Industry: An Overview………………………………....12
Objective of Study……………………………………………….12
Research Methodology…………………………………………..13
Data Analysis……………………………………………………14
Findings…………………………………………………….…...16
Recommendations……………………………………………….17
Limitations of Study……………………………………………..18
Bibliography……………………………………………………..18
Questionnaire……………………………………………………19
“COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS”
EXECUTIVE SUMMARY
The working of the customer 's mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. In the organized segment, banking system occupies an important place in nation’s economy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to its customer. It 's a well known fact that no business can exist without customers.
Not so long ago, accessing our own money was about setting aside a couple of hours, getting to the bank before closing time, standing in one queue to get a token and then in another to collect the cash. Those were the pre-economic reforms days, when the banking sector primarily consisted of public sector banks.
The banking industry like many other
Table of Contents
Acknowledgment…………………………………………………1
Executive Summary……………………………….……………...3
Introduction…………………………………………………….....4
Literature Review…………………………………………………6
Banking Industry: An Overview………………………………....12
Objective of Study……………………………………………….12
Research Methodology…………………………………………..13
Data Analysis……………………………………………………14
Findings…………………………………………………….…...16
Recommendations……………………………………………….17
Limitations of Study……………………………………………..18
Bibliography……………………………………………………..18
Questionnaire……………………………………………………19
“COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS”
EXECUTIVE SUMMARY
The working of the customer 's mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement. In the organized segment, banking system occupies an important place in nation’s economy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to its customer. It 's a well known fact that no business can exist without customers.
Not so long ago, accessing our own money was about setting aside a couple of hours, getting to the bank before closing time, standing in one queue to get a token and then in another to collect the cash. Those were the pre-economic reforms days, when the banking sector primarily consisted of public sector banks.
The banking industry like many other
Bibliography: "If you cannot measure it, you cannot improve it." - Lord William Thomson Kelvin (1824-1907). "If you cannot measure it, you cannot improve it." - Lord William Thomson Kelvin (1824-1907).