International Journal of Multidisciplinary Research and Development

International Journal of Multidisciplinary Research and Development

E-ISSN: 2349-4182
P-ISSN: 2349-5979

Vol. 3, Issue 2 (2016)

A study to determine the level of customer satisfaction of private banks in Nagpur region

Author(s): Jonathan Joseph
Abstract: The present study was undertaken to determine the level of customer’s satisfaction of bank in relation to specific background factors in selected private banks in Nagpur. The objective of the study were 
1. To determine the level of customer satisfaction. 
2. To find out the specific areas of satisfaction and dissatisfaction related to banking services. 
3. To study the relationship of customer satisfaction with the following factors: Age. The study assumes that bank customers were exposed to satisfaction and dissatisfaction conditions. The study was delimited to selected Private banks in Nagpur.The descriptive survey approach was adopted to achieve the overall purpose. The research design was develop to enable the investigator to study the relationship between customer satisfaction and selected background factors. The sample was drawn from two selected private banks in Nagpur, using the purposive sampling techniques. The samples were bank customers who were willing to participate in the study and were available during the data collection period. The data collection instrument consisted of a structured questionnaire having two parts. Part I was composed of items for obtaining personal Information.Part II comprised of 30 items concerning customers satisfaction related to bank 
Final data was collected from 100 bank customers from two selected private banks in Nagpur as per the data collection scheduled and analysed in terms of descriptive and inferential statistics.
Major Findings of the Study: Findings related to sample Characteristics: Of the 100 bank customers 11 % of the bank customer s belonged to age group of below 18 years where in 89 % were in the age group of above 18 years of age. The highest percentage of the bank customers were Males i.e. 60% were as 40% were Females. Regarding the marital status of bank customers, 72% were married where as 28% were unmarried. Majority of the bank customers that is 50% were Graduate whereas HSSC and Post Graduate Bank Customers were 25% and 25% respectively. Maximum Numbers of Bank Customers that is 55% of customers were in service, whereas 30% were from business Group, whereas only 5% were from any other group. Regarding the relationship with the bank, majority of the customers that is 50% had the relationship between 1-5 years, and only 20% had the bank account for less than 1 year. Findings on Customer satisfaction: Mean Median and Standard deviation were computed for total satisfaction scores in each area. The distribution of the total satisfaction scores and area wise satisfaction scores was graphically presented in frequency polygon and bar graph respectively. The frequency polygon indicates that the mean of satisfaction scores was 136.2 and median 141.83 fall close to each other. This suggested that satisfaction scores were distributed around the mean and median and the distribution is normal. Mean Median and Standard deviation were computed for total satisfaction scores in each area. The distribution of the total satisfaction scores and area wise satisfaction scores was graphically presented. The mean of satisfaction scores was 136.2 and median 141.83 fall close to each other. This suggested that satisfaction scores were distributed around the mean and median and the distribution is normal. The area wise mean scores of customer satisfaction of 100 customers of two Private banks the data indicated that that highest satisfaction scores was obtained in the area of bank requirements (Mean= 140.2), followed by bank transactions (Mean= 135). The least satisfaction areas as reported by bank customers were Grievance and readressal (Mean=90.45) preceded by Interpersonal Relation (Mean= 60). Findings related to relationship between customer satisfaction and age The result indicated that there was no significant relationship between customer satisfaction and age (χ 2=3.97) the finding indicated that customer satisfaction experience of the bank customer was not dependent on age.
Pages: 367-372  |  918 Views  321 Downloads
International Journal of Multidisciplinary Research and Development
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