Final Project of Rm

CHAPTER 1

INTRODUCTION

AND

RESEARCH METHODOLOGY

INTRODUCTION:

In modern economics, service sector plays significant role side by side manufacturing and other

sectors. Banking sector performs its activities economically and socially in a country. Service

managers of such service factory are more concerned about their quality of service and client

satisfaction (Olorunniwo et al., 2006). Banking services include mobile banking, SME banking,

internet banking, SMS banking, credit card, ATM services, foreign currency account, locker

service, and loan and advances (term loan, car loan, education loan, housing loan, micro group

credit, micro credit enterprise, etc.). They also offer corporate banking, loan syndication, real-

time online banking for corporate clients. Service quality, service charges, perceived value and

customer satisfaction are the key sources of success in any service factory (Olorunniwo and Hsu,

2006). Issues that affect service quality and customer satisfaction have operational and marketing

orientations.

1

In commercial banking sector, there are high labor intensity and low customization of services.

ABOUT THE REPORT

TITLE OF THE STUDY

The present study is titled as “a project report on –customer satisfaction with reference to

DNS bank”.

OBJECTIVES OF THE STUDY:

The main aim of the study is to analyze and examine level of customer satisfaction among the

DNS BANK customers and to know the problems faced by the customers.

The specific objectives are as follows:

To present a profile of DNS BANK and organizational structure etc.,

To observe the level of satisfaction among of customers.

To suggest suitable measures to improve the overall customer satisfaction.

HYPOTHESIS

The hypothesis to my topic is that the respondents are not very much aware of the DNSB and the

customer satisfaction level of the respondents is not up the satisfactory level.

2

DEFINITION

WHAT IS CUSTOMER?

A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good,

service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other

valuable consideration.

What is Customer Satisfaction?

In customer relationship management, customer satisfaction (CSAT) is a measure of the degree

to which a product or service meets the customer's expectations. 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. Customer satisfaction is defined as "the number of

customers, or percentage of total customers, whose reported experience with a firm, its products,

or its services (ratings) exceeds specified satisfaction goals."In a survey of nearly 200 senior

marketing managers, 71 percent responded that they found a customer satisfaction metric very

useful in managing and monitoring their businesses.

Customer satisfaction refers to how satisfied customers are with the products

or services they receive from a particular agency. The level of satisfaction is

determined not only by the quality and type of customer experience but also by the

customer’s expectations.

It is seen as a key performance indicator within business and is often part of a Balanced

Scorecard. In a competitive marketplace where businesses compete for customers, customer

3

http://en.wikipedia.org/wiki/Balanced_Scorecard

http://en.wikipedia.org/wiki/Balanced_Scorecard

http://en.wikipedia.org/wiki/Key_performance_indicator

http://en.wikipedia.org/wiki/Contentment

http://en.wikipedia.org/wiki/Marketing

satisfaction is seen as a key differentiator and increasingly has become a key element of business

strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus

customers on the importance of fulfilling customers’ expectations. Furthermore, when these

ratings dip, they warn of problems that can affect sales and profitability.These metrics quantify

an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth

marketing, which is both free and highly effective."

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able

do this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or service has

met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When

customers have high expectations and the reality falls short, they will be disappointed and will

likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,

might receive a lower satisfaction rating than a budget motel—even though its facilities and

service would be deemed superior in 'absolute' terms."

The importance of customer satisfaction diminishes when a firm has increased bargaining power.

For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry

that is an oligopoly, where only a few suppliers of a certain product or service exist. As such,

many cell phone plan contracts have a lot of fine print with provisions that they would never get

away if there were, say, a hundred cell phone plan providers, because customer satisfaction

would be far too low, and customers would easily have the option of leaving for a better contract

4

http://en.wikipedia.org/wiki/Fine_print

http://en.wikipedia.org/wiki/Oligopoly

http://en.wikipedia.org/wiki/Verizon

http://en.wikipedia.org/wiki/AT%26T

http://en.wikipedia.org/wiki/Cell_phone

http://en.wikipedia.org/wiki/Bargaining_power

METHODOLOGY

In the preparation of this report, the data is collected from different sources. The sources of data

as follows:

1) Population of the study The population of the study covers the dombivli east customers.

2) Sampling and Sample-size: The study proposes to have random sampling of the

Commuters. Representation of Male and female Commuters will be taken care-off by

having conscious efforts to have equal representation. The sample size is proposed to be

around 30 customers of dombivli nagari sahakari bank who have account on this bank .

3) Date Collection: Both Primary and Secondary data are to be relied upon.

a) Primary data:The primary data to be collected from the bank manager and staff of

The method of collecting data is proposed to be:

i) Questionnaires

ii) Observation and Inspection

iii) Interviews

b) Secondary data:

The secondary data is proposed to be collected from the following sources:

i) Relevant Books and journals

ii) Published and unpublished data

iii) Electronic delivered information (information from different Web-sites)

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Both Primary and Secondary data are proposed to be the base of sources of data for the

study.

4) Editing :

The collected data will be properly edited so as to extract the correct, proper and relevant

information for the study.

5) Tabulation, Analysis and Interpretations

On the basis of classifications, tables to be prepared. This tables to be set for

interpretation with the help of proper statistical tools.

6) Reporting System :

The study is proposed to be reported in a “ Popular Method” of reporting. The statistical

part of the report is proposed to be in “Technical Method of Reporting.” Over all the

reporting will be consisting of use of tables, diagrams (pictograms, pie-diagrams,

histograms etc.), photographs and other appropriate visual presentations as it will emerge

as required in the study.

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CHAPTER 2

PROFILE OF DOMBIVLI NAGARI SAHAKARI BANK LTD.

HISTORY

Way back in 60’s Few enthusiastic persons gathered together with a common goal to make

available the banking facility to the commonest of the common man. They had an aim that any

person in genuine financial difficulty or in need of finance to fulfill his dreams whether personal

or professional should have an institutional support and he should not be a prey of traditional

moneylenders. The dream of these persons came into existence by bearing a name i.e. Dombivli

Nagari Sahakari Bank Ltd. on 6th September, 1970.

Since then the bank has grown by leaps and bound. With a modest beginning in a small 500 sq.ft.

of main branch cum central office, having deposit base of and total advances of in June 1971, it

has now reached a business mix of Rs. 4076 crores contributed by deposit of Rs. 2437 crores

and Rs. 1639 crores of advances with 37 branches spread across 11 districts of Maharashtra.

MILESTONES

Scheduled status in 1996.

Rs. 100 crores deposit in financial year 1994 to 1995.

Rs. 500 crores deposit in financial year 2002 to 2003.

Crossed Thane Dist. Border by opening Fort and Pune Branches in 2002-03.

Core Banking Services from Year 2006.

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Merging of Shivneri Sahakari Bank With DNS Bank’s On 13 October 2007 and Suvarana

Mangal Mahila Sahakari Bank on 3rd January 2010.

Crossed the milestones Rs. 4000 crores Business Mix in March 2013.

KEY FINANCIAL INDICATORS

Since inception Audit class ‘A’.

Maximum permissible dividend paid every year.

Net NPA 0%

CRAR at 14.12%

USP

BUSINESS PHILOSOPHY

We aim at: Evolving ourselves into a strong and sound competitive financial system, providing

integrated services to customers from all segments, leverage on technology and human resources,

adopt best accounting and ethical practices and fulfill corporate and social responsibilities

8

towards all stakeholders, visualize aspiring benchmarks / goals and attain them efficiently and

effectively.

TECHNOLOGY

Consumer banking brings a welcome change in a common person's life. It is not only the name

for giving services to elite and privileged class of the society but is also to facilitate the common

people, which normally represent a big proportion of the society. It is not possible for Banks to

offer better services to this big proportion of the society without the help of Technology.

MOBILE & SMS BANKING

DNS Bank Ltd. in an attempt to fulfill the ever rising needs of banks customers has launched

SMS banking facility.SMS Banking brings Banking to your fingertips. With SMS, you can

perform a wide range of query based transactions from your mobile phone. Also get alerts for

transaction in account, Deposit Maturity and EMI Due's.

DNS is 1st Co-op. Bank to launch Mobile Banking Services in India. The Bank's customers can

send and receive funds on any day and any time as per their convenience by using their mobile

phones.

ATM SHARED NETWORK

DNS Bank is amongst the 1st five Co-op. Banks to join NFS ATM Shared Network. The

customers now have access to 1,00,000 + ATMs across most of the bank's operating in India.

DEBIT CARD

Our DNS Bank offers RuPay Debit Card and the Card would be accepted on over one lakh

ATMs of NFS Members Banks in the Country and would be accepted on Point of Sale (POS)

and Internet. The Bank also able to provide customers anytime, anywhere, payment systems

services which are simple, easy to use, safe, secure ,fast and also cost effective version with

introduction of Rupay Debit Card.

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E-LOBBY

The bank has setup 1st E-Lobby at Main Branch, Dombivli. The Lobby has facilities for

customers to deposit cheques, cash, print passbook, withdraw cash, 24 hours and 365 days. Any

branch's customer can access the E-Lobby for their requirements.

SOCIAL COMMITMENT

While carrying out conventional banking bank has not lost sight of its Social responsibilities. An

amount of over Rs 28 Lacs has been granted as subsidy to 101 Social, and Educational institutes

working in rural areas. Bank also helps students in remote areas of Talasari, Shahapur, Nashik,

Karjat and Khopoli Blocks by providing collection of 'expected questions' and 'ideal answer

sheets' on all subjects.

The Bank has continued its efforts in micro financing through self help groups. In Shahapur

alone bank had disbursed a loan of over Rs 1.5 crores to such SHGs. The purpose includes

Poultry, Dairy, goat rearing, purchase of Fertilizers etc. I am happy to report that the repayment

has been satisfactory. Bank receives help in this behalf from Utkarsh Navinyapurna Shakari

Sanstha promoted by Sahakar Bharati.

Sahakar Bharati : is working in Co-operative sector on national level. Shri. Vasantrao

Deodhar of this organization was awarded 'SAHAKAR MITRA'. Mr. Sanjeev Vibhute

actively working in field of child education, eradication of superstition from society, helping

people to overcome vices, was awarded 'SAMAJ MITRA'.

In addition to above bank also helps Sports and cultural activities. Accordingly the eight sport

persons who achieved medals in Commonwealth Games were honored by the bank. Ms. Suma

Shirur (Panvel), Madhurika Patkar and Mamata Prabhu (Thane), Anisa Saiyad (Pune), Rachi

Sarnobat and Tejasvini Sawant (Kolhapur). Kavita Raut (Nasik) and Narsing Yadav (Mumbai)

were honored by the bank duly visiting their homes. The sport persons appreciated the initiatives

taken the bank.

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GREEN PROJECT

Our Bank is thinking positively to participate in social aforestation project. This project will be

implemented in the area of Mamnoli, Murbad which is about 100 kms from Mumbai with the co-

operation of Paryavaran Dakshata Manch.

FINANCIAL INCLUSION

The Bank has continued its efforts in micro financing through self help groups. In Shahapur

alone bank had disbursed a loan of over Rs 1.5 crores to such SHGs. The purpose includes

Poultry, Dairy, goat rearing, purchase of Fertilizers etc.

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PRODUCTS-DEPOSITS

12

CORPORATE SOCIAL RESPONSIBILITY

Products:

Deposit Retail loans Corporate loans

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Deposit:-

Saving

Privilege saving Current saving Recurring deposits Term deposits Sahabhag

Retail loans:-

Housing Vehicle Education Gold Personal

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Corporate Loans: Over draft facility Samruddhi SME’s Yashwanth

Bank Services:-

NEFT RTGS NEC’s Depository Bancassurance Franking

CHAPTER 3

15

THEORITICAL VIEW.

Basically, customer satisfaction is a psychological state, carefulness should then be taken when

measuring it. Competitors that are prospering in the new global economy recognize that

measuring customer satisfaction is a key. This is because of doing so, industries can hold on to

the customers they have and understand how to better attract new customers (Cacippo, 2000).

Customer feedback or measurements of customer satisfaction can help identify at-risk customers,

customers and partners before they are lost. Customer satisfaction measurements can also

provide valuable insights into new products or services your customers want, putting one’s

company ahead of the competition (David, 2006). The measurements or surveys of customer

satisfaction can be used to measure satisfaction with both internal services such as human

resources,

information technology, financial, and contracting and external customers (Schay et al.,

2000). The companies who will be successful recognize that customer satisfaction is a

critical strategic weapon that can bring increased market share and increased profits

(Cacippo, 2000). There had been a lot of mechanisms and surveys devised in order to

measure the satisfaction level of a number or part of the population toward the performance and

services rendered by a certain company which also allows researchers to analyze areas that are

important and have much room for improvement (Colgate, 1997).

Because of the growing demand and interests in the customer satisfaction, all industries,

including banking industries have been affected by this phenomenon. Some government agencies

have also established and deployed an agency wide customer satisfaction survey that represents

the best science and practice leading to customer satisfaction (Schay et al., 2000).

Banks may differ in their ability and willingness to satisfy customers with their service.

Researches suggest that customer satisfaction may be a highly profitable strategy for banks .

16

Vavra (1995), explains that financial marketers appear to have overlooked the fundamental truth

that the longer an institution keeps a customer, the more profitable the customer becomes. Banks

then need to maximize their satisfaction with the institutions. Customer satisfaction can be

correlated with a number of factors. In a study conducted by Colgate (1997), he has found out

that customer service is the most important factor that influences satisfaction rates or levels.

Followed by relationship closeness, listening to the needs of customers and value are also of

significance.

Decisions and discussions regarding the level of service to be provided always include the cost

impact and relationship to customer life time value, competitive pressures and

the wants and demands of the customers (Taylor reach group, 2004). There is a

significant difference in customer and job satisfaction in both private and public sectors.

A study showed that layoff threats, quick turnover, less welfare schemes, and less scope for

vertical growth increase job dissatisfaction (Bajpai and Deepak, 2004). Experts have developed a

structural model which incorporates bank decisions on productivity, risk taking and customer

satisfaction into an equilibrium model of banking markets. Researchers have also found out that

greater customer satisfaction correlates with greater profitability, principally due to higher levels

of demand (Faulhaber, 1995).

Increasing customer satisfaction rates, especially in customer relation and services

industries such as banking, include the use of upgraded technology in order to reach out for a

higher and wider market share and be able to increase profitability. In a study

conducted by McKinsey and company on the Indian banking system, it found out that

information technology of some leading Indian banks is better than that of banks abroad. The

study also finds the level of customer satisfaction in Indian metros is lower than that in rest of

Asia (Banknet Grp., 2008). Yet, Indian banks are outperforming their

counterparts in Asia and the rest of the world in crucial parameters. The Indian banking

market is growing at an astonishing rate, with assets expected to reach US$1 trillion by

2010 (Raja, 2008). It has been a growing trend today, for banks to move away from a

transactionalbased marketing approach to a relationship-based approach that has its core the

recognition of the lifetime value of the customer. Satisfaction with banking services has been an

area of growing interests to researchers and managers. There are a number of studies supporting

and reinforcing that customer satisfaction is linked with performance of the banks (Jham and

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Khan, 2008). Customer satisfaction in the retail banking industry has been studied by a number

of researchers including Ahmad (2002), along with customer profitability management being

integrated and optimized for the customer (James, 2004). There has been a positive relationship

that has been established between equity and satisfaction (Athanassopolous, 2004).

Because of the increasing attention and established recognized significance of

customer satisfaction in banking services, and the booming industry and market share of the

banking industry in India, there is then an need to understand and discuss the

relationship of the economic boom of India due to banking business and the satisfaction

rate. Though much studies have been conducted in relation to satisfaction rate in banking

industries, few or rare literatures will be found that are dedicated to assessing and evaluating the

customer satisfaction levels in India. Also, fewer empirical articles

pertaining specifically to the customer satisfaction rate and its relation to the progressive

banking industry in India appeared in the literature.

Customer Satisfaction and High Profitability

The empirical literature on the nature of the relationship of customer satisfaction

and economic benefits is still growing, but it is still in its infancy in many respects

Researchers suggest and point toward the significant relationship between customer

satisfaction and economic performance in general (Fornell et al., 2006). The assumption

of a customer-profit link is the heart of the service profit chain (Heskett et al., 1997). The

long-term success of any business depends on providing customers with value band

satisfaction that will influence them to repurchase and grow together (Lee et al., 2004).

By providing the linkage between customer satisfaction and profitability, it also provides

the ultimate justification for measuring customer satisfaction. (Murphy, 2001). Research

has demonstrated that a highly satisfied customer is six times more likely to re-purchase

than a customer who is merely satisfied (Jones and Sasser, 1995). Both marketing and

neoclassical economics view consumer utility or satisfaction, as the real standard for

economic growth. The extent to which buyers financially reward sellers that satisfy them

and punish those that do not and the degree to which investment capital reinforces the

power of the consumer are fundamental to how markets function (Fornell et al., 2006).

By building strong relationships with customers, it can help reduce customer turnover

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rates, and thereby increasing profitability (Reicheld and Sasser, 1990) due, in part, to the fact that

retaining customers is significantly less costly than acquiring new customers (Liswood, 1992).

Customer satisfaction, as suggested by empirical evidences, tends to improve

repeat business, usage levels, future revenues, positive word of mouth, reservation prices, market

share, productivity, cross-buying, cost competitiveness, and long-term growth and if it tends to

reduce customer complaints, transaction costs, defective goods, price elasticity, warranty costs,

field service costs, customer defection, and customer turnover, it seems logical to expect that

these effects will eventually affect stock prices and company valuations (Fornell et al., 20006).

Companies and firms have recognized that through exceeding customer expectations is a worthy

goal, exceeding those expectations profitability is necessary for long-term corporate viability. In

order to understand corporate profitability, there is also a need to understand what drives

shareholder value in organizations. In the current rends, companies are focusing on the

relationships between customer satisfaction, customer satisfaction and corporate profitability

(Epstein and Jones, 2000). A strong relationship and tie should be established and maintained in

the process of achieving high customer satisfaction. Each single conflict within an organization

can have far-reaching consequences in long-term customer satisfaction, and that the human

element- the way an customer interacts with a customer – plays the dominant role. The

mentioned factors and practices strongly support that service recovery skills and procedures are

critical in maintaining customer satisfaction (Belding, 2004).

The challenge therefore for companies is to provide customers to have smart, appropriate

interactions regardless of which channels they use. The focus of bottom line growth will never

relent. Firms also need to secure loyalty and increase the profitability of those clients aside from

retaining their customers (Winters, 2008). Recent researches have confirmed that customer

satisfaction and customer loyalty are related to key measures of financial performance, including

but not limited to retention. Companies with loyal clients or customers tend to register higher

customer satisfaction, increased sales, lower costs, and more predictable profit streams

(Grossman, 1998).

Advantages of Customer Satisfaction Surveys

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Up-to-date feedback: Gather current customer feedback on various aspects of your company.

You can stay on top of customer trends through regularly scheduled online surveys or email

surveys, and receive instant customer feedback. It is always useful to acquire insight into how

your customers are currently reacting to all aspects of your business.

Benchmark results: You can administer the same survey every so often to customers to gain

continued insight into your customers. Surveys can have the same questions, which will allow

you to compare data over time and benchmark survey data across previous years to determine

if any changes need to be made.

Show that you care: Customers like to be asked for their feedback. It gives the customer the

perception that your company values them; is committed to keeping them as a long-term

customer; and bases business decisions on their feedback.

Disadvantages of Customer Satisfaction Surveys

Too many surveys, so little time: Your customers are bombarded with online surveys.

Surveys may be simple to complete, however, some people simply don’t like to complete

them. Sending surveys too often can irritate customers and lead to customer burnout.

Customer burnout can result in low response rates or result in lower satisfaction scores,

despite your reputation for providing excellent products or services.

Privacy Issues: We live in a high-tech environment filled with daily doses of unwanted junk

email, email solicitations, and sales calls. When taking an online survey or a phone survey (or

any type of survey), it is hard for your customers to believe that they aren’t being tracked.

Because of insecurities of releasing private information, customers today are hesitant in giving

20

out information that may lead to more junk email and unwanted calls. Make certain to assure

customers that the information they provide in response to your customer satisfaction surveys

will not be used. Without this disclaimer, it may be difficult to receive a good response rate.

Customer Service Factors

Convenience

Measures accessibility and quality of service from delivery channels

Convenience Customer Care

Measures interaction of bank staff with customers

Transactions, Methods & Systems

Measures customer support processes/ systems & turnaround time

Products & Services

Measures product range and appropriateness to customers’ needs

Pricing

Measures customers’ perception on fees, charges and rates on products

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CHAPTER- 4

DATA ANALYSIS & INTERPRETATION

EXPLANATION OF THE STDY:

The data was collected duly with the help of structured questionnaire. The collected data were

classified as under: -

Name

Age

Income

Qualification

Designation

For analysis of data, the statistical methods like Mean, Standard Deviation were adopted. For

testing of Null Hypothesis and Alternate Hypothesis Chi-Square test were adopted.

For evaluating the responses of customers, questions were awarded with scores four, three, two

and one.

The answers are rated as per following table-

strongly agree completely satisfied 4

agree satisfied 3

disagree Somewhat satisfied 2

Strongly agree unsatisfied 1

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For each coustomer score for each question was obtained using the formula given below: -

Score of each question= Points scored in each question

----------------------------------------------------- X 100

Maximum Score

Calculation of mean is calculated by following formula:-

Mean ∑ = total score

-----------------------

total

Calculation of std deviation is calculated by following formula:-

Std deviation = √∑ ( x- x— ) ²

-----------------

n

The answers of customers to arrive at Low, Medium, High level of satisfaction of customers

following statistical approach was effected.

To decide the level of satisfaction, method of points of inflexion is used.

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Arithmetic Mean (AM) and Standard Deviation (SD) is calculated for deciding the level of

satisfaction of customers.

Low level of satisfaction: below (AM-SD)

Medium level of satisfaction: From (AM-SD) to (AM+SD)

High level of satisfaction: Above (AM+SD)

Calculation of low level = (AM-SD)

Calulation of high level = ( AM+SD)

Introduction:

This section in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement.

The data has been collected mainly with the help of questionnaires. The data was collected with the help of 16 questions covering population of 15 customers.

The questions were classified into two groups:

a) Generalb) Specific

General information was collected under following heads:

1. Gender2. Age3. Department 4. Designation5. Qualification

Specific information was collected on aspects relating to training &development, performance appraisal, salary, rewards, recognition stress reduction etc.

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Descriptive Analysis:

There are are 2 types of hypothesis

1. Null hypothesis is indicated by (H0)- there is no association between gender and level of

satisfaction

2. Alternative hypothesis is indicated by (H1)- there is association between gender and level

of satisfaction

Testing of Null Hypotheses

The different Null Hypotheses were tested with the help of statistical tool. For this purpose Chi-

Square test is conducted

Testing by chi-square test

If p value is less than 0.5 then the chi-square test is rejected

If p value is greater than 0.5 then the chi-square test is accepted

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GROUP 1

CUSTOMER SATISFACTION towards services offered by BANK

Null Hypothesis (Ho):- There is no association between customer’s level of satisfaction

towards services offered and gender of the respondents.

Alternative Hypothesis:- There is association between customer’s level of satisfaction

towards services offered and gender of the respondents.

MEAN= 60.83

STD DEVIATION= 14.65

HIGH LEVEL= 75.48

LOW LEVEL= 46.18

ACTUAL FREQUENCY-

Count of TOTAL SCORE Column LabelsRow Labels HIGH LOW MEDIUM Grand TotalF 1 2 4 7M 1 1 6 8Grand Total 2 3 10 15

EXPECTED FREQUENCY-.

Count of TOTAL SCORE Column LabelsRow Labels HIGH LOW MEDIUM Grand TotalF 0.94 1.4 4.67 7M 1.07 1.6 5.34 8Grand Total 2 3 10 15

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FINDINGS-

Above table indicates that out of total 15 customers 2 customer is highly satisfied, 10

customers are medium satisfied and 3 customers are low satisfied.

The above information is presented using Bar diagram as given below

BAR DIAGRAM –

F

M

0 1 2 3 4 5 6 7 8 9

HIGHLOWMEDIUM

To test the above hypothesis Chi- Square test is applied and the result of the test is

P-VALUE = 0.72

Since p-value is 0.72 which is greater than standard p value 0.05 therefore chi-square test is

accepted and thus null hypothesis are accepted.

Conclusion:

There is no association between customer’s level of satisfaction regarding performance appraisal

and gender of the respondent.

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GROUP 2

CUSTOMER SATISFACTION WITH BRANCH OPERATION


towards BRANCH OPERATION and gender of the respondents.


towards BRANCH OPERATION and gender of the respondents.

MEAN= 72.78


HIGH LEVEL= 82.97

LOW LEVEL= 62.59

ACTUAL FREQUENCY-

Count of TOTAL SCORE Column LabelsRow Labels HIGH LOW MEDIUM Grand TotalF 1 6 7M 2 1 5 8Grand Total 3 1 11 15

EXPECTED FREQUENCY-


28

FINDINGS-




BAR DIAGRAM –

F

M

0 1 2 3 4 5 6 7 8

HIGHLOWMEDIUM


P-VALUE = 0.64



Conclusion:

There is no association between customer’s level of satisfaction regarding pay and promotion

potential and gender of the respondent.

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GROUP 3

CUSTOMER SATISFACTION ATM SERVICES


towards ATM SERVICES and gender of the respondents.


towards ATM SERVICES and gender of the respondents.

MEAN= 62.22


HIGH LEVEL= 73.95

LOW LEVEL= 50.49

ACTUAL FREQUENCY-


EXPECTED FREQUENCY-


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FINDINGS-

Above table indicates that out of total 15 customers all are equally satisfied.


BAR DIAGRAM –

F M0

0.5

1

1.5

2

2.5

3

3.5

4

HIGHLOWMEDIUM


P-VALUE = 0.34



Conclusion:

There is no association between customer’s level of satisfaction regarding work relationship and

gender of the respondent.

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GROUP 4

CUSTOMER SATISFACTION MOBILE & SMS BANKING


towards PERSONAL SERVICES and gender of the respondents.


towards MOBILE & SMS BANKING and gender of the respondents.

MEAN= 65.00


HIGH LEVEL= 82.02

LOW LEVEL= 47.98

ACTUAL FREQUENCY-

Count of TOTAL SCORE Column LabelsRow Labels HIGH LOW MEDIUM Grand TotalF 2 5 7M 3 5 8Grand Total 3 2 10 15

EXPECTED FREQUENCY-


32

FINDINGS-




F

M

0 1 2 3 4 5 6 7 8

HIGHLOWMEDIUM


P-VALUE = 0.29



Conclusion:

There is no association between customer’s level of satisfaction regarding rewards and

recognition and gender of the respondent.

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GROUP 5

CUSTOMER SATISFACTION TOWARDS ONLINE BANKING


towards online banking and gender of the respondents.


towards online banking and gender of the respondents.

MEAN= 62.78


HIGH LEVEL= 80.56

LOW LEVEL= 45

ACTUAL FREQUENCY-


EXPECTED FREQUENCY-


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FINDINGS-

Above table indicates that out of total 15 customers 4 customer is highly satisfied, 8 customers

are medium satisfied and 3 customers are low satisfied.


F

M

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

MEDIUMLOWHIGH


P-VALUE = 0.41



Conclusion:

There is no association between customer’s level of satisfaction regarding work environment

and gender of the respondent.

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CHAPTER 5

SUGGESTIONS AND FINDINGS

Suggestions:-

1. Majority of the people are aware about the online banking but many of them do not prefer

online banking due to lack of trust they have in online services. Hence the bankers

should give them assurance that their online banking confident among customers and the

online services will be used majority of the customers which will save the time and

energy of both the customer and the customer of bank and even the work can be carried

out more effectively through online.

2. The researcher does not use online survey due to lack of trust and confidence in the

answer of the respondents because there is a chance of fake answers. Even for the

secondary data, the researcher prefers newspaper, magazines rather than online as there is

chance of wrong information on the internet. Hence the wrong information on the website

should not be accepted and there should be updated information on the internet.

3. The online service lacks in satisfying the customers as the work is completely carried

online and there is no trust among customers for online. Hence the customer should be

made aware that the online service is advantage for them and they are more benefited by

this and the information on the online is protected and secured by them and hence there is

no chance for leakage or issue of their personal information.

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Findings:-

1. Most of the People are aware about online services provided by bank but in most

business sector such as firms, hotels, institutes, tourist’s buses, and for research more

than half of them are unaware about online services provided by them.

2. More than half of the people are aware about online banking but only few of the people

use the online banking. Others prefer visiting the bank and do the work.

3. Almost every firm and institution are having their own website so that they can provide

better service to their customers but very few people know their website and hence they

are unable to receive the online services provided by them.

4. The use of online service for airway ticket reservation and for share trading has been

accepted by majority of people as they prefer online usage rather than personal meeting.

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CHAPTER 6

ANNEXURE

QUESTIONNAIRE

“A STUDY of CUSTOMER SATISFACTION “

(With reference to Dombivli Nagari Sahakari Bank )

A) General Information:

Name (optional):--------------------------------------------------------------------------------------

Gender : - Male\Female Age : - 18 to 21 years 22 to 45 years

45 to 60 years above 60 Years

Occupation : - Service ProfessionalBusiness Other

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Qualification : - Less than S.S.C S.S.CH.S.C Graduate

Post Graduate ProfessionalFrequency of transaction : - Daily Once in a Week

Once in a month

account uses :- saving a/c current a/c loan a/c salary a/c

Status : - govt. customer Non govt. customer

B) DNSB service Facility: Are you aware of DNSB bank services .

yes no

are you using following services.

1) SMS banking 2) mobile banking 3) online banking 4) -mail banking

Are you satisfy by using this services . yes no

Does you think sms banking is quick and easy way of data knowledge . yes no

Are you satisfy with mobile banking ? yes no

Does bank charge any fees on service .? yes no

Are you know the bank website? yes no

Online is helpful and easy way to make the transaction fastly? yes no

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are you get proper e-mail and update of your accounting transaction ? yes no

are you satisfy by online banking ? yes no

are you satisfy by e-mail banking ? yes no

does your bank offer competitive service charge ? yes no

would you recommend this bank to your friend and relative.? yes no

what do you feel about overall services quality of this bank .? excellent very good good poor

would you like to any type of changes in any services ? yes no

IF yes than suggestion :--______________________________________________

C) Your over all opinion about this survey.1) satisfactory 2) will yield result3) dissatisfy 4) looking forward for result

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Webliography

www.dnsb.in

www.google.com

www.indianbanksinfo.com

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http://www.indianbanksinfo.com/

http://www.google.com/

http://www.dnsb.in/

Documents

Final Project of Rm