Customer Satisfaction IN Banking Services
Customer Satisfaction IN Banking Services
Customer Satisfaction IN Banking Services
SATISFACTION
IN
BANKING SERVICES
The working of the customer's mind is a mystery which is difficult to solve and
understanding 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. This vital information
will help us to build satisfaction amongst the customers and customer loyalty in the
long run which is an integral part of any business. The customer's requirements
must be translated and quantified into measurable targets. This provides an easy
way to monitor improvements, and deciding upon the attributes that need to be
concentrated on in order to improve customer satisfaction. We can recognize
where we need to make changes to create improvements and determine if these
changes, after implemented, have led to increased customer satisfaction. "If you
cannot measure it, you cannot improve it." - Lord William Thomson Kelvin
(1824-1907).
When buyers are powerful, the health and strength of the company's relationship
with its customers – its most critical economic asset – is its best predictor of the
future. Assets on the balance sheet – basically assets of production – are good
predictors only when buyers are weak. So it is no wonder that the relationship
between those assets and future income is becoming more and more tenuous. As
buyers become empowered, sellers have no choice but to adapt. Focusing on
competition has its place, but with buyer power on the rise, it is more important to
pay attention to the customer.
Customer satisfaction is quite a complex issue and there is a lot of debate and
confusion about what exactly is required and how to go about it. This article is an
attempt to review the necessary requirements, and discuss the steps that need to be
taken in order to measure and track customer satisfaction.
OBJECTIVE
I. To know the satisfaction level of people of their respective banks.
II. To know the overall service quality of banks.
III. To know the perception of individuals about bank.
RESEARCH METHODOLOGY
RESEARCH DESIGN
Secondary data:
Secondary data collected from ,
(1) Journal
(2) Internet
Questionnaire
Dear sir/ madam,
1. Name :
2. Address :
d) others
4. Annual Income : a) < 1 lakh b) 1-3 lakhs c) 3-5 lakhs d) >5 lakhs
6. Do you think that your bank caters all your banking needs?
(a) Yes (b) No
7. For the past how many years are you using the services of the bank?
a) <1 yr b) 1-5 yrs c) 5-10 yrs d) >10 yrs
10. Does your bank conduct any recreation facilities for customers?
(a) Yes (b) No
11. Does your bank have core banking facility for the customers?
(a) Yes (b) No
12. Are you satisfied with the charges that bank charges to you for
your account?
(a) Yes (b) No
13. Does your bank offers competitive services?
(a) Yes (b) No
18. When you think of your bank what comes first in your mind?
(a)Personalised service (b)Wide branch network (c)Customer
service (d)computerised banking (e)Core banking
FINDINGS
pretentious.