Introduction:
In the current banking scenario it is obvious that banks gain competitive
advantage by rendering efficient service and thereby enhancing customer relationship.
More emphasis on creating loyal customers is the need of the hour. It is pivotal
for all players in the financial service industry to understand the needs of
the customer and customize services based on their needs. This in turn will
pave way for achieving customer satisfaction to a larger extent. The measurement
of the same is an important factor in banking sector.
In this ICT Information, Communication and Technology era, the mode of direct
pay, online financial services has gained value. Now a day, customers need flexible
hours of operation, customization and transparency. Due to increased market
competition, customers defection rates are higher. Thus, research on service
quality and satisfaction of customers in banking sector is considered important.
The dynamics of service quality and satisfaction of customer on banks situated
in various countries indicates that earlier studies offered no consensus over
the subject, to confirm the issues and trends of these factors which regulate
service quality and customer satisfaction. Now a days all public, private and
foreign banks play a vital role in retail banking and provide lot of core banking
services to all their rural and urban customers to maintain customer loyalty,
retention and providing 100 percent customer satisfaction. But there is some
evidence that few public, private and foreign banks do not give importance to
their retail customer relating to maintenance of service quality and customer
satisfaction.
Number of Pages of Project Report: 108
Package Includes: Project Report
Project Format: Document (.doc)
Table of Contents of Project Report:
Chapter 1 Introduction
Chapter 2 Theoretical Background
Chapter 3 Literature Review
Chapter 4 Company Profile
Salary Accounts
Premium Salary Account
Benefits
Premium Salary Account Features
Premium Salary Account Eligibility Criteria
Premium Salary Account Documentation
Premium Salary Account Rates & Fees
Regular Salary Account
Benefits
Regular Salary Account Features
Regular Salary Account Eligibility Criteria
Regular Salary Account Documentation
Regular Salary Account Rates & Fees
Defence Salary Accounts
Defence Salary Accounts Features
Defence Salary Accounts Eligibility Criteria
Defence Salary Accounts Documentation
Defence Salary Accounts Rates & Fees
Chapter 5 Research Methodology
Type of Research Method
The Sample
Data collection
Data Analysis method
Chapter 6 Data Analysis
Findings & Recommendations
Conclusions
SERVQUAL critique
SERVPERF Model
References
Appendix: Questionnaire
