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Project ReportOn

Customer satisfaction atBanking

Submitted to: - Prof. Jinal Parikh

Submitted by:- Jaydeep GarodharaJimit Gohel

Abhishek Dodiya

Lalji Chaudhri

AES Post Graduate Institute of Business Management

Ahmedabad

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Table of Contents

Table of Contents ..........................................................................................................................2Research Methodology ................................................................................................................. 3

Data Analysis ................................................................................................................................ 4

Customer Satisfaction from banks perspective ....................................................................... 4From Customers Perspective ..................................................................................................11

CONCLUSION ...........................................................................................................................17

Banks Perspective ................................................................................................................... 17Customer Perspective .............................................................................................................17

RECOMMENDATION ..............................................................................................................18

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Research Methodology

1.1 Objective of the study:

Primary Objective:

To know the satisfaction level of customers towards their bank andorganization perspective towards customer satisfaction.Secondary Objective:Comparative analysis of two banks customer satisfaction level.To help banks to identify the customer preferences.

1.2 Methodology:

Sample size: 70Sample unit: Customers of particular BankSource of information: Primary dataResearch method for collecting data: Survey methodResearch design: DescriptiveSample type: Convenience samplingSampling method: Quantitative methodQuestionnaire type: Structured

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Data Analysis

Customer Satisfaction from banks perspective

1. How did you find customers attitude towards you when he/she enters the bank?

Aggressive ArrogantIgnorant Friendlyother specify it ____________

ICICI

28%

8%

16%

40%

8%

AGGRESSIVE

IGNORANT

ARROGANT

FRIENDLY

OTHERS

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AXIS

32%

16%24%

28%AGGRESSIVE

IGNORANT

ARROGANT

FRIENDLY

2. What are factors that contribute towards customer satisfaction? (please rank it)

Infrastructure co-operationFacilities interest rates

Variety of products service time

ICICI

5

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0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1 2 3 4 5 6

6.SERVICE TIME

5.INTEREST RATES

4.CO-OPERATION3.VARIETY OF PRODUCTS

2.FACILITIES

1.INFRASTRUCTURE

AXIS

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1 2 3 4 5 6

6.SERVICE TIME

5.INTEREST RATES

4.CO-OPERATION

3.VARIETY OFPRODUCTS

2.FACILITIES

1.INFRASTRUCTURE

3. Please provide rank to the services as per the relevance of customersatisfaction level

Call answering time

Flawless/correct operations

Speed of conducting operations Variety of products and services

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Understanding/solving queries ATM network distribution

Variety of transactions

Pleasant and attractive Dcor

ICICI

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

8.PLESEANT &ATTRACTIVE DCOR

7.ATM NETWORKDISTRIBUTION

6.VARIETY OFPRODUCT &SERVICES5.FLOWLESS ORCORRECTOPEREATION4.VARIETY OFTRANSACTION

3.UNDERSTANDING

2.SPEED OFCONDUCTINGOPERATION1.CALL ANSWERING

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AXIS

0%

20%

40%

60%

80%

100%

1 2 3 4 5 6 7 8

8.PLESEANT &ATTRACTIVE DCOR

7.ATM NETWORKDISTRIBUTION

6.VARIETY OFPRODUCT &SERVICES5.FLOWLESS ORCORRECTOPEREATION4.VARIETY OFTRANSACTION

3.UNDERSTANDING

2.SPEED OFCONDUCTINGOPERATION1.CALL ANSWERING

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4. Indicate the most probable spot where customer starts feeldissatisfaction(mark one only)

Customer care representative Unavailability of servicesAtmosphere at bank waiting facilitiesICICI

16%

20%

40%

24%1.CUSTOMER CAREREPRESANTATION

2.ATMOSPHERE ATBANK

3.UNAVAILABILITY OFSERVICES

4.WAITING FACILITY

AXIS

20%

24%

36%

20%

1.CUSTOMER CARE

REPRESANTATION

2.ATMOSPHERE AT

BANK

3.UNAVAILABILITY OF

SERVICES

4.WAITING FACILITY

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5. On which factors you are concentrating for customer satisfaction?

___ Friendly service ___ Fast and flawless service ___Variety of products ___Customer service at Home ___Customer Service at Desk other______________________

ICICI

15

6

13

10

5

0

2

4

6

8

10

12

14

16

FRIENDLYSERVICE

VARIETY OFPRODUCT

CUSTOMERSERVICE AT

DESK

FAST &FLOWLESS

SERVICE

CUSTOMERSERVICE AT

HOME

AXIS

13

8

15

11

7

0

2

4

6

8

10

12

14

16

FRIENDLYSERVICE

VARIETY OFPRODUCT

CUSTOMERSERVICE AT

DESK

FAST &FLOWLESS

SERVICE

CUSTOMERSERVICE AT

HOME

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From Customers Perspective

1. Reason(s) to prefer the bank work with the most

___ Friendly service ___ Fast and flawless service ___Variety of products ___Customer service at Home___Customer Service at Desk

ICICI

1

1

2

8 9

0

5

1 0

1 5

2 0

2 5

F R I E N D L Y S E R V I C EV A R I E T Y O F P R O D U C TC U S T O M E R S E R V I C E A T

D E S K

F A S T & F L O W L E S S S E R V I C EC U S T O M E R S E R V I C E A T

H O M E

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AXIS

19

9

23

118

0

5

10

15

20

25

FRIENDLY

SERVICE

VARIETY OF

PRODUCT

CUSTOMER

SERVICE AT

DESK

FAST &

FLOWLESS

SERVICE

CUSTOMER

SERVICE AT

HOME

2. How would you describe your views about services at bank?

Particulars NOT

Satisfied

Satisfied

VerySatisfie

dCall answering timeFlawless/correct operationsSpeed of conducting operationsVariety of products and services

Understanding and solving queriescorrectly

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ICICI

010

203040506070

CALL

ANSWERINGTIME

FLAWLESS/CORR

ECTOPERATIONS

SPEEDOF

CONDUCTING

OPERATIONS

VARIETYOF

PRODUCTSAND

SERVICES

UNDERSTANDING

ANDSOLVING

QUERIES

CORRECTLY

NOT SATISFIED

SATISFIED

VERY SATISFIED

AXIS

0102030405060

CALLANSWERING

TIME

FL

AWLESS/CORR

EC

TOPERATIONS

SPEEDOF

CONDUCTING

OPERATIONS

VARIETYOF

P

RODUCTSAND

SERVICES

UN

DERSTANDING

ANDSOLVING

QUERIES

CORRECTLY

NOT SATISFIED

SATISFIED

VERY SATISFIED

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3.ATM Banking

Particulars NOTSatisfied

Satisfied VerySatisfied

ATM network

distributionContinuous serviceVariety oftransactionsEasy of screen use

ICICI

02468

1012

141618

ATM

netw

orkd

istrib

ution

Continu

ousservice

Variety

oftran

saction

s

Easy

ofs

creen

use

NOT SATISFIEDSATISFIED

VERY SATISFIED

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AXIS

0

5

10

15

20

25

ATM

netw

orkd

istrib

ution

Continu

ousservice

Variety

oftran

saction

s

Easy

ofs

creen

use

NOT SATISFIED

SATISFIEDVERY SATISFIED

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4. Branch Facilities

Particulars NOTSatisfied

Satisfied Verysatisfied

Availability of informationBrochuresPleasant And attractive DcorAutomatic Machines

ICICI

14

57

29

20

29

51

9

23

69

0

10

20

3040

50

60

70

Availability of

information

Brochures

Pleasant And

attractive

Dcor

Automatic

Machines

NOT satisfied

Satisfied

Very satisfied

AXIS

17

60

23

14

29

43

11

29

60

0

10

20

30

40

50

60

Availability ofinformationBrochures

Pleasant Andattractive Dcor

AutomaticMachines

NOT satisfied

satisfied

very satisfied

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CONCLUSION

Banks Perspective

After Our Survey We Came To The Following Conclusions

ICICI customers are more friendly as compared to thecustomers of AXIS

ICICI customers have a greater expectation for their queries tobe resolved after communicating to the bank

ICICI is comparatively more concerned about the co-operationwhile the AXIS bank focuses on the facility that they provide.

Call answering time of ICICI bank is faster than the AXIS AXIS bank provides greater number of variety of products ICICI faces comparatively more problems regarding

unavailability of services. Friendly service is the key factor for customer satisfaction in

ICICI while for AXIS it is customer service

Customer Perspective

After Our Survey We Came To The Following Conclusions

Comparatively customer service at desk and friendly service arealmost the same at ICICI and AXIS Call answering time and variety of products is greater in AXIS

bank according to the customers. Network distribution of ICICI bank is better than AXIS bank

according to the customers Brochures are better available in AXIS bank

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RECOMMENDATION

ICICI needs to increase their information brochures availability

Both the banks are lacking in the customer service at homethough the facility is available since much long time.

Both the banks need to work on the interest rates of theirbanks.

ICICI lacks in providing the variety of products as compared toAXIS bank.

Enc: Questionnaire copy

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Thank you for giving the time to answer this questionnaire. The details are provided by

you will be kept confidential and it is only for academic purpose only

The bank you work with ____________

1. How did you find customers attitude towards you when he/she enters the bank?

Aggressive Arrogant

Ignorant Friendly

other specify it ____________

2. What are factors that contribute towards customer satisfaction? (please rank it)

Infrastructure co-operationFacilities interest rates

Variety of products service time

3. Please provide rank to the services as per the relevance of customer satisfaction level

Call answering time Flawless/correct operations

Speed of conducting operations Variety of products and services

Understanding/solving queries ATM network distribution

Variety of transactions Pleasant and attractive Dcor4. Indicate the most probable spot where customer starts feel dissatisfaction

(mark one only)

Customer care representative Unavailability of services

Atmosphere at bank waiting facilities

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5. On which factors you are concentrating for customer satisfaction?

___ Friendly service ___ Fast and flawless service

___Variety of products ___Customer service at Home

___Customer Service at Desk other______________________

6. What are the views of your self towards the improvement for particular services?

______________________________________________________________________________________________________________________________________________________________________________________________________________________________

Personal Information

Name: ____________________________________________

Designation:_____________

Gender: MALE FEMALE

Age: < 25 years 25-40 years

40-55 years > 55 years

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Thank you for giving the time to answer this questionnaire. The details are provided by you

will be kept confidential and it is only for academic purpose only.

The bank you work with the most ____________

Reason(s) to prefer the bank work with the most

___ Friendly service ___ Fast and flawless service

___Variety of products ___Customer service at Home ___Customer Service at Desk Other______________________

How would you describe your views about services at bank?

Particulars NOT

Satisfied

Satisfied Very

Satisfied

Call answering time

Flawless/correct operationsSpeed of conducting operations

Variety of products and services

Understanding and solving queries correctly

ATM Banking

Particulars NOT

Satisfied

Satisfied Very

Satisfied

ATM network distribution

Continuous service

Variety of transactionsEasy of screen use

Branch Facilities

Particulars NOTSatisfied

Satisfied Verysatisfied

Availability of information Brochures

Pleasant And attractive Dcor

Automatic Machines

Would you recommend your bank to others? YES NO

Personal Information

Name: ____________________________________________

Gender: MALE FEMALE

Age: < 25 years 25-40 years

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40-55 years > 55 years