The reserve bank of india owns the state bank of india, to a large extent, and rest of the part is some private ownership in the share capital of state bank of india. Customer satisfaction towards ebanking services offered. Customer satisfaction on adoption of mobile banking services. The report gives an overview of the banking sector and company profile. The purpose of the paper is to reveal the customers perception of. The study has been conducted to compare the satisfaction level of customers of sbi public sector bank and icici private sector bank. The overall material customer satisfaction is highest in sbi, followed by icici and hdfc bank. College,vikrama simhapuri university,india abstract. The result of this analysis is showed that mean age of ebanking users is 0.
The problem of the customer is they are not aware of the services provided by their bank. This paper explores the perception of customer relationship management with respect to the customers of state bank of india in karimnagar district of andhra pradesh. To measure the customer satisfaction in ebanking services provided by sbi. Customer satisfaction on internet bank services of state bank. Customer satisfaction on housing loan in sbi bank loans. The cost of making new customers is high than the cost of retaining customers.
Case study on state bank of india amruth raj nippatlapalli business management,v. The research is focused to reveal the expectations of cus. Customer awareness and preference towards ebanking services. State bank of india or sbi, continued to be owned and operated by private. Search and upload all types of project report on customer satisfaction survey on banks projects for mbas on. There may be some possibilities of gaps between customers expectations and actual perception of experience in any service. Customer satisfaction towards services provided by state. The study is based on the responses of 200 customers of state bank of india branches in karimnagar district. In the code, you denotes the customer and we us, the bank, the customer deals with. Customer satisfaction on housing loan in sbi bank free download as powerpoint presentation. This is model questionnaire on customer satisfaction in banking service.
Project report on customer satisfaction a comparative. To study the satisfaction of customers towards the. However, there is no unanimity on the possible source of service quality and customer satisfaction. Effectiveness of customer relationship management in state.
Based on these results, banks need to consider atm banking a significant area of customer service provision in the quest to achieve greater customer satisfaction with the bank itself in order to expand the base of satisfied customers. Customer satisfaction of online banking in sbi and icicia. Importance of customer satisfaction in banking industry. To know the various important service quality dimension in banking industry. There is an intense competition in the market to capture the customers. The level of satisfaction will very from person to person, product to product and service to service. Customer satisfaction could help the business by placing future demand to the company. Importance of customer satisfaction in an organisation customer satisfaction is increasingly becoming a corporate goal as more and more companies strive for quality in their product and servicesbitner and hubbert, 1994, p. Customer satisfaction on internet bank services of state. The present study was undertaken to know the preference of the customer towards state bank of india sbi. Sbi and hdfccomparative study of customers satisfaction. Noncooperative employee attitude and mismanaged online bankingatms were the front runner causes of customer dissatisfaction in state bank of india sbi. The purpose of this research article is to evaluate the customers satisfaction towards the banking services rendered by the sbi in kanyakumari district.
Customer satisfaction and service quality in marketing term, customer satisfaction is described as a measure on how product or services supplied by organization meet customersa expectation. Customer perception about service quality of sbi ijitee. Customers satisfaction for atm services in bihar, india. The concept of customer satisfaction is a function of customer expectations. Service quality in banks a study with reference to sbi. Customer satisfaction gives passing the words of mouth to other potential customers. It has a total customer base of more than 42 crore. With strong branding, banks can attract customers and create customers trust and loyalty to the bank. A survey on customer satisfaction in banking services 1.
This descriptive research study mainly focuses on investigating the customer satisfaction on internet bank services of the state bank of india in thoothukudi district. The dissatisfaction of customers with bank services is an important issue to be. Customer satisfaction in sbi and other psbs in meghalaya. The origin of the state bank of india goes back to the first. Customers satisfaction towards banking services of state bank of. A study on customer satisfaction of commercial banks. A comparative study of customer satisfaction in sbi and icici bank.
Management studies, bank, customer service, satisfaction, sbi, hdfc. They have shifted their objective from earning profits to provide customer satisfaction. May 20, 2010 this is model questionnaire on customer satisfaction in banking service. A customer whose experience falls below expectations will be dissatisfied.
So i am working on the project of the effectiveness of customer relationship management in sbi bank. Introduction in todays competitive world, all organizations are focusing on customer satisfaction. Customer satisfaction in the banking sector a comparative study of. T his is a code of customer rights, which sets minimum standards of banking. General customer satisfaction cs is the individuals perfection of the performance of the. Customer satisfaction is one of the most important factors in business. The evolution of state bank of india can be traced back to the first decade of the 19th century. Customer satisfaction towards ebanking services offered by nepal sbi bank ltd a case study of nepalese commercial bank sanjeev pradhan research paper postgraduate business economics offline marketing and online marketing publish your bachelors or. Statement of the problem sbi introduced atm facility since the last fourfive years.
Hdfc has the highest satisfaction level followed by icici and sbi. Customer satisfaction on reliability and responsiveness of. This is the reason why banks listen to customer requirements and complains. In case of abstract customer satisfaction it is in reverse order. And awareness of customers about different types of products and services offered by hdfc bank. The author conducted a literature search on banking services of sbi interviewing of its 150. Online banking or internet banking allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society. When it comes to commercial banks, customer satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important.
Review of literature 18 govindarajalu 1996 5 in his article satisfaction and dissatisfaction with bank services views that the indian banks have lost the quality of customer service. Customer satisfaction a customer satisfaction is an important and relevant concept. A comparative study of customer satisfaction in sbi and icici. To know the satisfaction level of customers of bank in each service dimension. Service quality in banks a study with reference to sbi in. A model questionnaire on customer satisfaction in banking service. Sbi and hdfccomparative study of customers satisfaction towards hdfc bank and state bank of india. To study the satisfaction level of green bank ing applications and to understand the most preferred. The research is focused to reveal the expectations of customers which could be crucial for sbis growth and success. In todays demanding world, everybody needs instant banking. As we know that the customer expectation from sbi and other public sector banks psbs are different although both are part of the banking. The present study has been collected from primary data on the basis of issue questionnaire, the. Aug 01, 2014 the findings help the two banks identify the impact of banking personnel, processes, physical evidence, income, age, occupation and gender on customers satisfaction level. Hence for this study following objectives have been formed.
The findings help the two banks identify the impact of banking personnel, processes, physical evidence, income, age, occupation and gender on customers satisfaction level. To study the level of customer satisfaction towards services provided by sbi. A model questionnaire on customer satisfaction in banking. A comparative study of customer satisfaction in sbi and.
This is one of the important keys to ensure business is successful because customersa satisfaction will determine the market growth of the. Customer satisfaction research of nepal sbi bank ltd core. Now a day customer satisfaction and customer retention are the most important challenges faced by most of banking. Malandrakis2 1 commercial bank of greece sofokleous 11, 10235 athens, greece 2 technical university of. Pdf customer satisfaction of online banking in sbi and. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation.
Apr 11, 2019 customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. To study the role of customers in public sector banks in india. This is a research report on project report on customer satisfaction survey on banks by sayed arif in finance category. To suggest the strategies for the bank to improve the level of customer satisfaction. But, the banking functions became an effective force. Customer satisfaction on adoption of mobile banking. The aim of my study is to determine how this bank has the largest customer base and how it is providing the best services to the customers. Their investigation on factors influencing customer satisfaction in the pakistan retail banking sector 15 also reveals that service quality is the important determinant of customer satisfaction.
The main objective of the thesis is to analyse the customer satisfaction regarding bank ing services provided by nepal sbi bank ltd. Study on consumer satisfaction about sbi bank 4 free download as word doc. Customer satisfaction cs is the individuals perfection of the performance of the product or service in relation to his or her expectations. A study on customer satisfaction and preference towards net banking services in private sector banks with reference to coimbatore city of india. A study on customer awareness towards loan products. Pdf a study on customer satisfaction of commercial banks. Case study on state bank of india find, read and cite all the research you need on. Service quality plays a major role in customer satisfaction and creating brand loyalty in banking sector. Service quality in banks a study with reference to sbi in erode city amudha.
Sbi has now become the pioneer of international banking among the indian public. How it is providing the services individual to each customer irrespective of whole customers. Hereby we declare that the project report entitled comparative study of customers satisfaction towards hdfc bank and state bank of india submitted for the degree of master of business administration, our original work and the project report has not formed the basis for the award of any diploma, degree, associate ship, fellowship or similar other titles. The customer the state bank of india sbi is an indian multinational providing public sector banking and financial services. Therefore experts say that customer satisfaction should be the fundamental principle of all the. Since working staffs plays an important role to create quality service, the research is also cen. Therefore, bank can retain a customer only if he or she is satisfied by bank services. Pdf a study on customers satisfaction towards banking. The banks are spending a lot of time and energy to frame polices about customer satisfaction. An empirical evaluation on customer satisfaction in retail banking. The state bank of india sbi is the largest commercial bank in terms of deposits, advances, profits, branches, employees.
To estimate the performance of sbi based on the service provided. It began with the establishment of the bank of calcutta in calcutta, on 2 june 1806. As the use of atm is increasing day byday, it is important to study the customer preference towards use of atm services in. The study also force on the customer perception that how the banking services can be improved. Alapati, varalakshmi and nayak, shruthi v 2015 a study on customer satisfaction with the atms of sbi and icici bank and role of atms for a greener environment. Customer satisfaction is an important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Impact of sbi retail banking on customer satisfaction in sbi bank. Nepal sbi, customer satisfaction, employee satisfaction, service quality. Rangasamy college of arts and science tiruchencode, tn india abstract quality in service is an indefinable concept because of the intangibles nature of the service. Finally this studycovers the customers satisfaction towards sbi mobile banking services in mysuru city.
It is particularly true for the services firms where increased level of customer satisfaction results in profit maximization. Which upon indias independence becomes the state bank of india. The study was conducted to know the customer satisfaction regarding service. Study on consumer satisfaction about sbi bank 4 customer. Customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. As we know that the customer expectation from sbi and other. Effect of brand on customer loyalty among sbi banking customers. Impact of atm banking performance on customer satisfaction.
Data were collected using questionnaires from 100 customers. Chapter3 customer satisfaction in sbi and other psbs in. Customer satisfaction research of nepal sbi bank ltd. May 30, 2017 a study on customer satisfaction towards banking services of state bank of india in kolkata region 1. Therefore, customer satisfaction must be translated into a number of measurable parameters directly linked to peoples job in other words factors that people can understand and influence deschamps and nayak, 1995. The aim of this paper is to present an original customer satisfaction survey conducted in the. To know the customer satisfaction of state bank of india in india with reference to bangalore. Different scholars have tried to explain service quality and customer satisfaction with the help of financial inclusion, customer retention, customer awareness on modern banking services, mobile cash transfer and macrofinancial variables.