(AN

AUTONOMOUS COLLEGE)
Submitted by:
Ravikant
Mcom
MCOM2205008

Submitted to:
Dr. Vishal kumar singh
(Assistant Professor)

CUSTOMER SATISFACTION TOWARDS

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 TABLE OF CONTENT

[Link] PARTICULARS PAGE NO.

1.1 LITERATURE REVIEW 4

1.2 RESEARCH GAP 5

2 OBJECTIVES 6

3 RESEARCH METHODS 7

4 LIMITATIONS 8

5 BIBLIOGRAPHY 9

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 INTRODUCTION

The Indian banking can be broadly categorized into nationalized (government owned),

private banks and specialized banking institutions. The reserve bank of India acts a

centralized body monitoring any discrepancies and shortcoming in the system. Since the

nationalization of banks in1969, the public sector banks or the nationalized banks have

acquired a place of prominence and has since then seen tremendous process. The need to

become highly customer focused has forced the slow-moving public-sector banks to adopt the

fast track approach. The unleashing of products and services through the net has galvanized

players at all levels of the banking and financial institutions market grid to look new at their

existing portfolio offering. Conservative banking practices allowed Indian banks to be

insulated partially from the Asian currency crisis. Indian banks are now quoting all higher

valuation when compared to banks in other Asian countries (Hong Kong, Singapore,

Philippines etc.) that have major problems linked to huge non-performing assets (NPAs) and

payment defaults. Cooperative banks are nimble footed in approach and armed with efficient

branch network focus primarily on the high revenue niche retail segments.

The Indian banking has finally worked up to the competitive dynamics of the new Indian

market and is addressing the relevant issues to take on the multifarious challenges of

globalization. Banks that employ IT solutions are perceived to be futuristic and proactive

players capable of meeting the multifarious requirements of the large customer base. Private

Banks have been fast on the uptake and are reorienting their strategies using the internet as a

medium the internet has emerged as the new and challenging frontier of marketing with the

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conventional physical world tenets being just as applicable as in any other marketing

medium.

LITERATURE REVIEW

DENISE K. CONROY is his study titled attempts to advise customer satisfaction measures

According to him there are several factors which can affect the interpretation of result the

nature off the customer, service provision, and service quality and for the public sector the

extent tool which consumer sovereignty exists. Resources may be better directed towards

setting and maintaining high levels of standard of service. This study addresses the

difficulties and highlight the complex nature of a customer or service beneficiary who can be

at the same time taxpayer voter recipient of financial benefits which expectation of the public

sector and its delivery agent yet cannot choose another provider.

The study titled wants to determine various variables which influence customer of a bar and

grill. This comparative analysis includes customer responses with comparisons made to the

major competitors customer responses student customer responses and responses of a panel

of non-customers assemble to assess potential customer responses this study indicates that

location can be a significant determinant to expansion of the customer pays the personality of

the owner can have a position impact on customer flow. Analysis of spending patterns

indicates that food and cool were underutilised. The male female ratio was determined in of

customer flow. Title presents 2 studies that methodology to examine whether quality and

satisfaction have district causes consequential effect or both weather or not schedule be

considered a single construct or distinct separable construct they focus on consumers

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understanding add use of the word quality and satisfaction in both studies respondents report

weather or not getting quality and satisfaction differ.

RESEARCH GAP

The present study evaluates the customer perceptions of service quality in selected HDFC

Bank housing finance division. Data was collected from 120 customers of HDFC housing

finance division using structured questionnaire. Gap analysis and Paired sample t-test were

used for analysis of data. The result shows that the dimension of service quality such as

Empathy and Assurance has more gap, as the customer expectations are high to their

perceived service. The result also indicates that Tangibility-Reliability-Responsiveness

positively influences the service quality and Empathy-Assurance negatively influences the

service quality of HDFC housing finance in Nellore branch. The study implies that bank

should reduce the service gap to deliver superior quality of Housing sector to retain existing

customers as well as to attract new customers.

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 OBJECTIVES

Objectives are the end that states specifically how goal be achieved. A very study must have

an objective for which all the efforts have been done.

Without no research can be conducted and no result can be obtained. Based on objective all

the research process is followed. Objectives are the main aspect of every study. The objective

of their study gives direction to go through the research problem. It guides the researchers

and keep him on track.

I have two objectives regarding my research project. These are shown below

1. Primary Objective

2. Secondary Objective

1. Primary Objective –

 To analyse the financial statements of the corporation to its true financial position

using ratios.

2. Secondary Objective: -

 To find out the short comings in HDFC Bank.

 To see whether HDFC is going well or not in different areas.

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  To inform the management about the financial condition of HDFC Bank.

 To inform the investors enabling them to take the investment decision

RESEARCH METHODS

Research process:

The research process is a method or strategy used by researchers to conduct a methodical,

scientific examination of any given subject, area, or field.

Any researcher's first step is to identify the research problem. Selecting and defining that

research problem is the next stage.

The third stage is to formulate the problem in a way that makes it appropriate for

investigation

• Sampling Technique:

Random Sampling Technique was employed as the sampling method for this study.

• Sampling size:

The sampling size on which the analysis is based on 100 respondents.

• RESEARCH APPROACH: Survey Method

• RESEARCH INSTRUMENT: Questionnaire

• RESPONDENT: Employees, Student and Friends

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 LIMITATIONS

 The study considered only few factors to analyses consumer perception towards

HDFC Bank services, it did not consider the factor like culture, caste and family size

that affect the purchasing of the product.

 Validity and Reliability of the data depends on the truthfulness of the responses from

the public hence chances of bias were more since the sample size of the study was just

up to 35 respondents.

 The time at the disposal of the researcher is limited and the size of the sample

compared to the population is small and hence it may not represent the whole

population.

 A structured questionnaire was the basis for collecting the data, so it has the usual

deficiencies attached to this technique of data collection.

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 BIBLIOGRAPHY

 [Link]

336799189_Why_do_shoppers_stop_at_Shoppers_Stop

 [Link]

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llomI7VzawkgpP6ZnRAY6BoCL_sQAvD_BwE:G:s&utm_source=google&utm_me

dium=cpc&utm_campaign=Sok_Srch_Desktop_SS_Brand_RLSA_similar&gclid=Cj

wKCAiAoL6eBhA3EiwAXDom5iWES3vaBZXenSlOIRlEqkCDGbp8AKJvllomI7V

zawkgpP6ZnRAY6BoCL_sQAvD_BwE

 [Link]

 [Link]

amid-peak-disruption

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