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Presentation On "Customer Satisfaction in The Indian Banking Industry"

The document summarizes a presentation on customer satisfaction in the Indian banking industry. It discusses the importance of customer satisfaction for businesses. The presentation objectives are to discover relationship dimensions leading to customer satisfaction and compare satisfaction levels between public and private banks. It proposes hypotheses about differences in satisfaction levels between specific public and private banks. The presentation methodology includes an exploratory research design using primary questionnaire data and secondary sources. Key findings are that public sector banks have higher overall customer satisfaction but lower scores on staff behavior and available services compared to private banks. Recommendations include improving staff friendliness, services, and meeting customer needs.

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shubham
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187 views

Presentation On "Customer Satisfaction in The Indian Banking Industry"

The document summarizes a presentation on customer satisfaction in the Indian banking industry. It discusses the importance of customer satisfaction for businesses. The presentation objectives are to discover relationship dimensions leading to customer satisfaction and compare satisfaction levels between public and private banks. It proposes hypotheses about differences in satisfaction levels between specific public and private banks. The presentation methodology includes an exploratory research design using primary questionnaire data and secondary sources. Key findings are that public sector banks have higher overall customer satisfaction but lower scores on staff behavior and available services compared to private banks. Recommendations include improving staff friendliness, services, and meeting customer needs.

Uploaded by

shubham
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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PRESENTATION ON CUSTOMER

SATISFACTION IN THE INDIAN


BANKING INDUSTRY
BYAKSHITA KANSAL
20120458
BBA 6th SEM.

INTRODUCTION
Customers satisfaction is an important theoretical as
well as practical issue for most marketers and
consumer researchers. Customers satisfaction can be
considered the essence of success in todays highly
competitive world of business. In general, satisfaction
is a persons feelings of pleasure or disappointment
resulting from comparing a products perceived
performance in relation to his or her expectations.

OBJECTIVES..
To discover the relationship dimensions which lead to
customer satisfaction.
To find out the satisfaction level and perception of
customers of private and public banks with respect to
the services provided.

Hypotheses
The following hypotheses are proposed:
(a) To be treated on public sector banks
H 1: There exists a significant difference among the level of customers satisfaction in the
SBI and the PNB.
(b) To be treated on private sector banks
H 2: There exist a significant difference among the level of customers satisfaction in the
Axis and the HDFC banks.
(c) To be treated on comparison
H 3: There exists a significant difference among the level of customers satisfaction in the
public and private sector banks

RESEARCH METHODOLOGY

Research Design - Exploratory design


Source of Data
Primary data - questionnaire
Secondary Data - internet , Books
Techniques of Data Analysis
tables, mean, S.D., C.V. , pie diagram

Findings & Conclusion


Customer satisfaction level is higher in Public sector
banks as compared with the Private Sector Banks.
Behavior and attitude of the staff in public sector
banks is the first reason of customer dissatisfaction
Many of the services are not provided by the Public
sector banks when compared with the Private sector
banks.

Recommendations & Suggestion


Staff should be friendly.
Clearly defined customer policy should be adopted by
the banks.
Customers needs should be anticipated in advance
so that they can be helped out in a better way.
Many of the services needs improvement in public
sector banks e.g. ATM facilities.

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