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    A PROJECT REPORT

    ON

    A STUDY ON CUSTOMER SATISFACTION OF SBI

    Submitted in partial fulfillment of requirement for the degreeof

    MBA-I SEM.

    IN

    MARKETING/ FINANCE/ HUMAN RESOURCES

    UNDER THE SUPERVISION OF SUBMITTED BY

    MR. ANIL VISHWAKARMA AADIL KHAN

    TO

    DEPARMTNE OF MANAGEMENT STUDIES

    SWAMI VIVEKANAND UNIVERSITY, SAGAR (M.P.)

    DECEMBER 2!"

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    CERTIFICATE

    This is to certify that Report entitled A STUDY ON CUSTOMER

    SATISFACTION ON SBI which is submitted by AADIL KHAN in partial

    fulfillment of the requirement for the award of degree MBA. from SVN ni!ersity

    Sagar is a record of the candidate own wor" carried out my Super!ision. The matter

    embodied in this report is original has not been submitted for the award of any other

    degree

    #ate Mentor Name

    AADIL KHAN$

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    DECLERATION

    This is to certify that Report ent!t"e# A STUDY ON CUSTOMER

    SATISFACTION ON SBI which is submitted by me in partial fulfillment of

    the requirement for the award of degree MBA from SVN ni!ersity Sagar

    %omprises only my original wor" and due ac"nowledgement has been made in

    the te&t to all other material used.

    NAM' () T*' ST#'NT

    A++R(V,'# B- ( AADIL KHAN)

    ............................................

    *.(.# / #'AN $

    S0AM, V,V'1ANAN# N,V'RS,T- SA2AR

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    PREFACE

    +reparing a pro3ect of this nature is an arduous tas" and , was fortunate

    enough to get support from a large number o persons. , wish to e&press my deep

    sense of gratitude to all those who generously helped in successful completion

    of this report by sharing their in!aluable time and "nowledge.

    ,t is my proud and pri!ilege to e&press my deep regards to Respected

    *(# #r. +ramesh 2autam4 *ead of #epartment of Business Management4

    S0AM, V,V'1ANAN# N,V'RS,T- SA2AR for allowing me to underta"e

    this pro3ect., feel e&tremely e&hilarated to ha!e completed this pro3ect under the able

    and inspiring guidance of Mr. Anil Vishwa"arma he rendered me all possible

    help me guidance while re!iewing the manuscript in finali5ing the report.

    , also e&tend my deep regards to my teachers 4 family members 4 friends

    and all those whose encouragement has infused courage in me to complete to

    wor" successfully.

    AADIL KHAN

    MBA I SEM.

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    ACKNOWLEDGEMENT

    +reparing a pro3ect of this nature is an arduous tas" and , was fortunate

    enough to get support from a large number o persons. , wish to e&press my deep

    sense of gratitude to all those who generously helped in successful completion

    of this report by sharing their in!aluable time and "nowledge.

    ,t is my proud and pri!ilege to e&press my deep regards to Respected4

    *ead of #epartment #r.+ramesh 2autam4 #epartment of Business Management4 S0AM, V,V'1ANAN# N,V'RS,T- SA2AR for allowing me to

    underta"e this pro3ect.

    , feel e&tremely e&hilarated to ha!e completed this pro3ect under the able

    and inspiring guidance of *e rendered me all possible help me guidance while

    re!iewing the manuscript in finali5ing the report.

    , also e&tend my deep regards to my teachers4 family members 4 friendsand all those whose encouragement has infused courage in me to complete to

    wor" successfully.

    AADIL KHAN

    MBA I SEM.

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    CONTENTS

    S.NO. PAGE

    COVER PAGE

    PREFACE

    DECLARATION

    CERTIFICATE

    CHAPTER -! INTRODUCTION

    HISTORY

    AWARDS

    RECORINISED BANKCHAPTER-2 RATIONALE OF THE STUDY

    SCOPE OF THE WORK

    CHAPTER-# OBJECTIVE OF THE STUDY

    CHAPTER-" LITERATURE REVIEW

    CHAPTER-$ RESEARCH METHODOLOGY

    CHAPTER-% DATA INTERPETATION

    CHAPTER-& RESULT AND FINDINDS

    CHAPTER-' LIMITATION

    CHAPTER- SUGGESTION

    CHAPTER-! CONCLUSION

    BIBLIOGRAPHY

    UESTIONNAIRE

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    INTRODUCTION

    STATE BANK OF INDIA

    The origin of the S*+* B+ 0 I1+goes bac" to the first decade of the nineteenth century

    with the establishment of the Ban" of %alcutta in %alcutta on 6 7une 89:;. Three years later

    the ban" recei!ed its charter and was re April 89?:$ and the Ban" of Madras 8

    7uly 89?@$ followed the Ban" of Bengal. These three ban"s remained at the ape& of modern

    ban"ing in ,ndia till their amalgamation as the ,mperial Ban" of ,ndia on 6 7anuary 8=68.

    Government of Indiaowned the Imperial Bank of India in 1955, with Reserve Bank of

    India(India's Central Bank) taking a !" stake, and renamed it the #tate Bank of India$

    In %!!&, the government took over the stake held the Reserve Bank of India$

    +rimarily Anglo

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    E5*+64578*

    The establishment of the Ban" of Bengal mar"ed the ad!ent of limited liability4 3oint

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    B:555

    The business of the ban"s was initially confined to discounting of bills of e&change or other

    negotiable pri!ate securities4 "eeping cash accounts and recei!ing deposits and issuing and

    circulating cash notes. Coans were restricted to Rs.one la"h and the period of accommodation

    confined to three months only. The security for such loans was public securities4 commonly

    called %ompanys +aper4 bullion4 treasure4 plate4 3ewels4 or goods not of a perishable nature

    and no interest could be charged beyond a rate of twel!e per cent. Coans against goods li"eopium4 indigo4 salt woollens4 cotton4 cotton piece goods4 mule twist and sil" goods were also

    granted but such finance by way of cash credits gained momentum only from the third decade

    of the nineteenth century. All commodities4 including tea4 sugar and 3ute4 which began to be

    financed later4 were either pledged or hypothecated to the ban". #emand promissory notes

    were signed by the borrower in fa!our of the guarantor4 which was in turn endorsed to the

    ban". Cending against shares of the ban"s or on the mortgage of houses4 land or other real

    property was4 howe!er4 forbidden.

    ,ndians were the principal borrowers against deposit of %ompanys paper4 while the business

    of discounts on pri!ate as well as salary bills was almost the e&clusi!e monopoly of

    indi!iduals 'uropeans and their partnership firms. But the main function of the three ban"s4

    as far as the go!ernment was concerned4 was to help the latter raise loans from time to time

    and also pro!ide a degree of stability to the prices of go!ernment securities.

    O41 B+ 0 B3+4

    M+

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    A ma3or change in the conditions of operation of the Ban"s of Bengal4 Bombay and Madras

    occurred after 89;:. 0ith the passing of the +aper %urrency Act of 89;84 the right of note

    issue of the presidency ban"s was abolished and the 2o!ernment of ,ndia assumed from 8

    March 89;6 the sole power of issuing paper currency within British ,ndia. The tas" of

    management and circulation of the new currency notes was conferred on the presidency

    ban"s and the 2o!ernment undertoo" to transfer the Treasury balances to the ban"s at places

    where the ban"s would open branches. None of the three ban"s had till then any branches

    e&cept the sole attempt and that too a short

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    balances promised to the presidency ban"s at only their head offices were to be lodged. The

    2o!ernment could lend to the presidency ban"s from such Reser!e Treasuries but the latter

    could loo" upon them more as a fa!our than as a right.

    B+ 0 M+19+5

    The decision of the 2o!ernment to "eep the surplus balances in Reser!e Treasuries outside

    the normal control of the presidency ban"s and the connected decision not to guarantee

    minimum go!ernment balances at new places where branches were to be opened effecti!ely

    chec"ed the growth of new branches after 89;. The pace of e&pansion witnessed in the

    pre!ious decade fell sharply although4 in the case of the Ban" of Madras4 it continued on amodest scale as the profits of that ban" were mainly deri!ed from trade dispersed among a

    number of port towns and inland centres of the presidency.

    ,ndia witnessed rapid commercialisation in the last quarter of the nineteenth century as its

    railway networ" e&panded to co!er all the ma3or regions of the country. New irrigation

    networ"s in Madras4 +un3ab and Sind accelerated the process of con!ersion of subsistence

    crops into cash crops4 a portion of which found its way into the foreign mar"ets. Tea and

    coffee plantations transformed large areas of the eastern Terais4 the hills of Assam and the

    Nilgiris into regions of estate agriculture par e&cellence. All these resulted in the e&pansion of

    ,ndias international trade more than si&

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    e&cluded from any business in!ol!ing foreign e&change. Not only was such business

    considered ris"y for these ban"s4 which held go!ernment deposits4 it was also feared that

    these ban"s en3oying go!ernment patronage would offer unfair competition to the e&change

    ban"s which had by then arri!ed in ,ndia. This e&clusion continued till the creation of the

    Reser!e Ban" of ,ndia in 8=@>.

    B+ 0 B86+>

    P951=> B+5 0 B3+4

    The +residency Ban"s of Bengal4 Bombay and Madras with their : branches were merged in

    8=68 to form the ,mperial Ban" of ,ndia. The triad had been transformed into a monolith and

    a giant among ,ndian commercial ban"s had emerged. The new ban" too" on the triple role of

    a commercial ban"4 a ban"ers ban" and a ban"er to the go!ernment.

    But this creation was preceded by years of deliberations on the need for a State Ban" of

    ,ndia. 0hat e!entually emerged was a half

    ended the quasi

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    against authorised securities. The management of the ban" clearing houses also continued

    with it at many places where the Reser!e Ban" did not ha!e offices. The ban" was also the

    biggest tendered at the Treasury bill auctions conducted by the Reser!e Ban" on behalf of the

    2o!ernment.

    The establishment of the Reser!e Ban" simultaneously saw important amendments being

    made to the constitution of the ,mperial Ban" con!erting it into a purely commercial ban".

    The earlier restrictions on its business were remo!ed and the ban" was permitted to underta"e

    foreign e&change business and e&ecutor and trustee business for the first time.

    I8;9+4 B+

    The ,mperial Ban" during the three and a half decades of its e&istence recorded an impressi!e

    growth in terms of offices4 reser!es4 deposits4 in!estments and ad!ances4 the increases in

    some cases amounting to more than si&

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    S*+8; 0 I8;9+4 B+ 0 I1+

    0hen ,ndia attained freedom4 the ,mperial Ban" had a capital base including reser!es$ of

    Rs.88.9> crores4 deposits and ad!ances of Rs.6>.8? crores and Rs.6.=? crores respecti!ely

    and a networ" of 86 branches and more than 6:: sub offices e&tending all o!er the country.

    F95* F? Y+9 P4+

    ,n 8=>84 when the )irst )i!e -ear +lan was launched4 the de!elopment of rural ,ndia was

    gi!en the highest priority. The commercial ban"s of the country including the ,mperial Ban"

    of ,ndia had till then confined their operations to the urban sector and were not equipped to

    respond to the emergent needs of economic regeneration of the rural areas. ,n order4

    therefore4 to ser!e the economy in general and the rural sector in particular4 the All ,ndia

    Rural %redit Sur!ey %ommittee recommended the creation of a state> and the State Ban" of ,ndia was constituted on 8 7uly 8=>>. More than a quarter of the

    resources of the ,ndian ban"ing system thus passed under the direct control of the State.

    Cater4 the State Ban" of ,ndia Subsidiary Ban"s$ Act was passed in 8=>=4 enabling the State

    Ban" of ,ndia to ta"e o!er eight former State

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    ban"ing because we touch the li!es of people anywhere in many ways. SB, commitment to

    nation6=: ATMs on the ATM Networ". These ATMs are located in

    868 centers spread across the length and breadth of the country4 thereby creating a truly

    national networ" of ATMs with an unparalleled reach. Value added ser!ices li"e ATM locator4

    payment of fees for college students4 multilingual screens4 !oice o!er and drawl of cash

    ad!ance by SB, credit card holders ha!e been introduced.

    INTERNET BANKING (INB)@ This on branches4

    co!ering >>> centers are e&tending ,NB ser!ice to their customers. All functionalities other

    than %ash and %learing ha!e been e&tended to indi!idual retail customers. A separate ,nternet

    Ban"ing Module for %orporate customers has been launched and a!ailable at 8@:> branches.

    Bul" upload of data for %orporate4 ,nter

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    SEFT@ SB, has launched the Special 'lectronic )und Transfer S')T$ Scheme of RB,4 to

    facilitate efficient and e&peditious ,nter

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    SB, has bagged

    the awards for

    IMost +referred

    Ban"J and IMostpreferred brandJ

    for home Coan inCNBC A++

    %onsumer

    Awards in

    August 6::

    SBI is placedat 70th in Top1000 BanksSurvey byBankerMagazine, July007, !up "ro#107 last year$

    SBI is placedat 70th in Top1000 Banks

    Survey byBankerMagazine, July007, !up "ro#107 last year$

    SBI ranked %thin the&cono#ics

    Ti#es Market'ap (ist, !up"ro# )0 lastyear$

    SBI ranked %thin the

    &cono#icsTi#es Market'ap (ist, !up"ro# )0 lastyear$

    Today, SBI*SBI'+ is the-o.1

    syndicator o"do#estic debtin AsiaPacifcREGION.

    Today, SBI*SBI'+ is the-o.1

    syndicator o"do#estic debtin AsiaPacifcREGION.

    -o.1 in#ergers /

    +cuisitioneals !21eals o" 3S 415.6bn$

    .

    -o.1 in#ergers /

    +cuisitioneals !21eals o" 3S 415.6bn$

    .

    The onlyIndian Bank

    to nd aplace in theFortuneGlobal )00(ist

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    SBI is No 1provider oAGRIFinance andNo. 1 inredit!in"in# oRs $.%& lacs

    S'GS

    SBI is No 1provider oAGRIFinance andNo. 1 inredit!in"in# oRs $.%& lacsS'GS

    SBI is #arket(eader innancingSSIs 8ith a#arket shareo" 59

    SBI is #arket(eader innancingSSIs 8ith a#arket shareo" 59

    Readersdi#est (a)*+ GoldenA,ard orbein#a-on# tet,o -ost

    trustedban"s inIndia

    Readersdi#est (a)*+ GoldenA,ard orbein#a-on# tet,o -osttrusted

    ban"s inIndia

    p gradation of

    ratings by citi

    groupG Morgan

    Stanley

    MoodysDs S/+

    p gradation of

    ratings by citi

    groupG Morgan

    Stanley

    MoodysDs S/+

    @rd in the

    E=8=

    T85 brand

    'quity Ran"ing

    Top >: most

    trusted ser!ice

    brands in the

    ser!ice sector

    @rd in the

    E=8=

    T85 brand

    'quity Ran"ing

    Top >: most

    trusted ser!ice

    brands in the

    ser!ice sector

    B:555

    S*+1+91 7+5

    A+911 the

    Best Ban"er of

    the -ear Award

    to Shri (.+.Bhatt

    for his initiati!e

    to reenergi5e theBan"

    B:555

    S*+1+91 7+5

    A+911 the

    Best Ban"er of

    the -ear Award

    to Shri (.+.Bhatt

    for his initiati!e

    to reenergi5e the

    Ban"

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    NN IBNnet8ork 16 hasselected shri.:..Bhatt asIndian o" the ;earBusiness 007"or sho8ing ho8

    a public sectorbehe#oth can

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    RATIONAL OF THE STUDY

    The study is global in scope4 since many of the ris"s in!ol!ed are global or regional in nature.

    A2R,%CTR' G RRAC

    State Ban" of ,ndia is the pioneer and mar"et leaders in Agri:> rural / semi

    )or this study4 stress is defined as a situation where pri!ate sector proponents ha!e e&ited4 or

    are contemplating e&it from a pro3ect. ,nformation on stress was deri!ed from the 0orld

    Ban"s +ri!ate +articipation in ,nfrastructure ++,$ dataset4 which was used as the source for

    much of the data used in the estimation. This global dataset contains pro3ect

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    beyond4 the sample includes many pro3ects that ha!e undergone the most tumultuous

    e&periences in +++4 as well as the periods of consolidation that followed. The ++, dataset is

    augmented by country

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    To 1now about the %ustomer Satisfaction of SB,

    To 1now the Ser!ices +ro!ide the SB,.

    To 1now the networ" of SB,.

    , ha!e tried to e&plore the general opinion about mutual funds. ,t also co!ers whyG why

    not in!estors are a!ailing the ser!ices of financial ad!isors.

    LITERATURE REVIEW

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    LITERATURE REVIEW-

    %ustomer satisfaction is an important theoretical as well as practical issue for most mar"eters

    and consumer researchers. %ustomer satisfaction can be considered the essence of success in

    todayDs highly competiti!e world of business. Thus the significance of customer satisfaction

    and customer retention in strategy de!elopment for a mar"et oriented and customer focused

    firm can not be o!erstated. %onsequently4 customer satisfaction is increasingly becoming a

    corporate goal as more and more companies stri!e for quality in their product and ser!ices

    %ustomer satisfaction is the feeling or attitude of a customer towards a product or ser!ices

    after it has been used and is generally described as a full meeting of oneDs e&pectations

    %ustomer satisfaction is a ma3or outcome of mar"eting acti!ity whereby it ser!es as a lin"

    between the !arious stages of consumer buying beha!ior. )or instance4 if customers are

    satisfied with particular ser!ice offering after its use4 then they are li"ely to engage in repeat

    purchase and try line e&tensions A study conducted by Ce!esque and Mc#ougall confirmed

    and reinforced the idea that unsatisfactory customer ser!ice leads to a drop in customer

    satisfaction and willingness to recommend the ser!ice to a friend. This would in turn lead to

    an increase in the rate of switching by customers.

    There can be potentially many antecedents of customer satisfaction as the dimensions

    underlying satisfaction 3udgment are global rather than specific . *owe!er4 some argue that

    customers de!elop norms for product performance based on general product e&periences4 and

    these4 rather than e&pectations from a brandDs performance4 determine the confirmation

    Gdisconfirmation process . More recent wor" has argued that in addition to the cogniti!e

    components4 satisfaction 3udgments are also dependent upon affecti!e components as both

    coe&ist and ma"e independent contributions to the satisfaction 3udgments .

    Researchers ha!e established some of the "ey antecedents of customer satisfaction in retail

    ban"ing with respect to customer satisfaction in the competiti!e world of business as well as

    the "ey antecedents to the formation of o!erall customer satisfaction . The bottom line is that

    organi5ations will always be attenti!e to ma&imi5ing profits and their success will be

    determined by how they manage customer relationships. Mar"eting has ta"en some initial

    steps to place the customer at the center of its efforts4 such as information sharing in customer

    ser!ice channels4 sales force automation and target mar"et segmentation. %ustomer

    profitability management requires a multi

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    co!ering a series of mar"eting acti!ities that can be integrated and optimi5ed for a customer

    or customer segment .

    %ustomer satisfaction4 abusiness term4is a measure of how products and ser!ices supplied by

    a company meet or surpass customer e&pectation. ,t is seen as a "ey performance indicator

    within business and is part of the four perspecti!es of aBalanced Scorecard.

    ,n a competiti!e mar"etplace where businesses compete for customers4 customer satisfaction

    is seen as a "ey differentiator and increasingly has become a "ey element of business strategy.

    There is a substantial body of empirical literature that establishes the benefits of customer

    satisfaction for firms.

    (rgani5ations need to retain e&isting customers while targeting non

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    According to 2reen and Tall IA research design is the specification of the methods and

    procedures for acquiring the information needed. ,t is the o!erall operational pattern or

    framewor" of the pro3ect that stipulates which information is to be collected4 from where it is

    to be collected and by what proceduresJ

    This research process based on primary data analysis and secondary data analysis will be

    clearly defined to meet the ob3ecti!es of the study.

    , chose the primary sources to get the data. A questionnaire was designed in

    accordance with our mentor in Shirts. , chose a sample of about @: corporate

    customers

    , collected some data from the secondary sources li"e published %ompany documents4

    internet etc.

    R5+9=7 D53

    IA research design is the arrangement of conditions for collections and analysis of data in a

    manner that aims to combine rele!ance to the research purpose with economy in proceduresJ.

    ,t is a descripti!e cross sectional design .,t is the conceptual structure with in which research

    is conductedK it constitutes the blueprint for the collection4 measurement and analysis of data.

    ,t is needed because it facilitates the smooth sailing of the !arious research operations4

    thereby ma"ing research as efficient as possible yielding ma&imal information with minimal

    e&penditure of effort4 time and money.

    ,n the preliminary stage4 my research stage constituted of e&ploratory study by which it is

    clear that the e&istence of the problem is ob!ious .So4 , can directly head for the conclusi!e

    research.

    S+8;43 P4+

    ISampling planJ is a distinct phase of research process. ,n this stage , ha!e to determine who

    is to be sampled4 how large should be the needed sample and how sampling unit is to be

    selected.

    P;:4+*

    ,n my research4 , ha!e defined my population as a complete set of customers of Sagar %ity.

    S+8;4 S:9?>

    As compared to census study4 a sample study has been conducted by us because ofE

    0ide range of population4 it was impossible to co!er the whole population

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    Time and money constraints.

    S+8;4 U*

    ,n this sur!ey , too" the list of customers from the dealers of Shirts

    S+8;43 T=7:Sampling technique implies the method of choosing the sample items4 the two methods of

    selecting sample areE

    +robability method.

    Non peopleattempted all the questions. (ther ;> not in!esting in M)s attempted only 6 questions.

    . S+8;4 D53

    #ata has been presented with the help of bar graph4 pie charts4 line graphs etc.

    DATA INTERPRETATION

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    D839+;7= ;904 0 *7 =:5*895

    T+64 "."(+) D839+;7=5

    8. 2ender

    Male ;=.=H

    )emale @:.8H

    2raph ?.?a$

    ,NT'R+R'TAT,(N

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    Married $.'

    nmarried "'.$

    (ther .&

    2raph ?.?b$

    ,NT'R+R'TAT,(N< There are >:.9H married and ?9.>H unmarried respondent in my study.

    Table ?.?c$

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    More than ?:::: 9.>H

    2raph ?.?c$

    ,NT'R+R'TAT,(N< There are 8=.;H 469.;H46.:H48;.6H49.>H respondent whose

    monthly family income is less than Rs8::::4Rs8:::: years [email protected]

    ?>> years 88.=H

    Abo!e >> years ?.>H

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    2raph ?.?d$

    ,NT'R+R'TAT,(N< There is @6.9H4 6.:H4 [email protected].=H4?.>H respondent whose age are

    below 6> years46> years4@> years4?>> years and abo!e >> years respecti!ely.

    Table ?.?e$

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    Secondary 8.@H

    *igher secondary 6.H

    ndergraduate @.?H

    2raduate ?:.=H

    +ost 2raduate >8.H

    2raph ?.?e$

    ,NT'R+R'TAT,(N< There is [email protected]@.?H4?:.=H and >8.H respondent whose

    education are secondary4 higher secondary4 ndergraduate 42raduate4 +ost graduate

    respecti!ely in my study.

    Table ?.?f$

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    2raph ?.?f$

    ,NT'R+R'TAT,(N< There are ?.=H4 ?>.;H4 6>.6H4 8.;H4 66.H respondent whose

    occupation is *ome ma"er4 ser!ice self employed4 retired and student respecti!ely in my

    study.

    Table 9a$

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    S+*50+=* 4?45 N:869 0 =:5*89 ;9=*+3

    #issatisfied 6>H

    Satisfied >:H

    Mi&ed 6>H

    2raph 9a$

    ,NT'R+R'TAT,(N< There are 6>H4 >:H and 6>H respondent who is #issatisfied4 satisfied

    and mi&ed respecti!ely in SB,.

    Table 9b$HSatisfied ?:H

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    Mi&ed 6>H

    2raph 9b$

    ,NT'R+R'TAT,(N< There are @>H4 ?:H4 6>H customers who is #issatisfied4 Satisfied and

    mi&ed respecti!ely from the ser!ice of +un3ab National Ban".

    Table 9c$

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    Mi&ed :H

    2raph 9c$

    ,NT'R+R'TAT,(N< There are @:.H4 ;=.6H and :H %ustomers of ,#B, who is

    #issatisfied4 Satisfied and mi&ed respecti!ely by the ser!ice of the ban".

    Table 9d$.9H

    Satisfied ;.?H

    Mi&ed 8.;H

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    2raph 9d$

    ,NT'R+R'TAT,(N< There are >.9H4 ;.?H and 8.;H customers of ,%,%, ban" who is

    #issatisfied4 Satisfied and mi&ed respecti!ely by the ser!ice pro!ided by the ban". 0e can

    say that the customer satisfaction in the ,%,%, ban" is much.

    Table 9e$

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    2raph 9e$

    ,NT'R+R'TAT,(N< There are 8;.;H4 ;@.@H4 and 6:.:H customers from *#)% ban" who

    is #issatisfied4 Satisfied and mi&ed respecti!ely by the ser!ice of the ban".

    Table 9f$

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    2raph 9f$

    ,NT'R+R'TAT,(N< There is all o!er 6@.:H4 >=.:H and 89.:H customers from the ,ndian

    ban"s who are dissatisfied4 satisfied and mi&ed respecti!ely by the ser!ice of ban"s.

    The abo!e interpretation shows that the customer satisfaction le!el in +ri!ate sector ban"s ismuch compared to +ublic sector ban"s.

    RESULT AND FINDINGS

    Almost Most of the %ustomer are Satisfied +ro!ided the Ser!ices by the SB, Ban".

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    SB, is pro!iding Better Ser!ices +articularly ,n the Rural Area li"e Agriculture and All

    types of loans pertaining to Agriculture. Ma&imum no of SB, Branches are a!ailable in

    the Rural Areas.

    And the Benefits are being obtained by the %ustomer for the Ma&imum No. of Account

    has been opened by the %ustomer and all the )acilities been pro!ide by the %entral

    2o!ernment. Ci"e 7an #han -o3na and others.

    At the sur!ey conducted upon 6:: people4 8@> are already mutual fund in!estors or are

    interested to in!est in future and the remaining ;> are not interested in it. So there is

    enough scope for the ad!isors to con!ert those ;> participants into in!estors through their

    con!incing power and great communication s"ills.

    Now4 when those ;> people were as"ed about the reason of not in!esting in mutual funds4

    then most of the people held their ignorance responsible for that. They lac"ed "nowledge

    and information about the mutual funds. 0hereas 3ust 8: people en3oyed in!esting in

    other option. )or 89 people4 the benefits arousing from these in!estments were not

    enough to dri!e them for in!estment in M)s and 86 people e&pressed no trust o!er the

    fund managersD decision. Again the financial ad!isors can tap upon these people by

    educating them about mutual funds.

    (ut of the 8@> persons who already ha!e in!ested in mutual fundsG are interested to

    in!est4 only 89H ha!e sound "nowledge of M)s4 @?H people are aware of only the

    schemes in which they ha!e in!ested. 6H possess partial "nowledge whereas 68H

    stands nowhere in "nowledge about M)s.

    @@ participants buy forms directly from the AM%s4 69 from bro"ers only4 >> from bro"ers

    and sub

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    Most of the in!estor preferred to in!est at a young unmarried stage. '!en @6 persons were

    ready to in!est at a stage of young married with children but person with older children

    a!oid in!esting due to increased e&penses. But again the number rose to 6 at preE *ighly Satisfied$

    B7+?9 0 *7 5*+00

    Time ta"en to process the transaction

    W93 H:95

    2eneral assessment about the ser!ices pro!ided by the branch

    I*9* B+3*ow would you describe your !iews about ,nternet Ban"ing ser!icesL +lease tic" in the

    appropriate column.

    8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied$4 specify

    the reason if not using the ser!ice.

    +age setupGMenu flow

    'ase of useGna!igation

    Speed of page loading

    Variety of transactions

    G9+4 +55558* +6:* *7 59?=

    ATM Ban"ing

    *ow would you describe your !iews about ATM Ban"ing ser!icesL +lease tic" in the

    appropriate column.

    8E Very #issatisfiedG6E #issatisfiedG@E SatisfiedG?E Very satisfiedG>E *ighly Satisfied.

    R+5 0 * :53 *7 59?=

    ATM networ" distribution

    %ontinuous ser!ice

    Variety of transactions

    'asy of screen use

    2eneral assessment about the ser!ice

    T7 ?9+44 ;9= 0 =:5*89 9+31 098 31 * 5+*50+=*9> 74 ;3 +

    +==:* +> 0 0? 6+5

    Scale 8

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    D839+;7= ;904 0 *7 =:5*895

    #emographics

    8. 2ender

    Male )emale

    6. Marital status

    Married nmarried

    (ther

    @. Monthly )amily income

    Cess than Rs8:::: Rs8:::: years ?>> years

    Abo!e >> years

    >. 'ducation

    Secondary *igher secondary

    ndergraduate 2raduate

    +ost 2raduate

    ;. (ccupation

    *ome ma"er Ser!ice

    Self employed Retired

    Students


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