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8/4/2019 Project Report Banking
1/22
Project ReportOn
Customer satisfaction atBanking
Submitted to: - Prof. Jinal Parikh
Submitted by:- Jaydeep GarodharaJimit Gohel
Abhishek Dodiya
Lalji Chaudhri
AES Post Graduate Institute of Business Management
Ahmedabad
8/4/2019 Project Report Banking
2/22
Table of Contents
Table of Contents ..........................................................................................................................2Research Methodology ................................................................................................................. 3
Data Analysis ................................................................................................................................ 4
Customer Satisfaction from banks perspective ....................................................................... 4From Customers Perspective ..................................................................................................11
CONCLUSION ...........................................................................................................................17
Banks Perspective ................................................................................................................... 17Customer Perspective .............................................................................................................17
RECOMMENDATION ..............................................................................................................18
2
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Research Methodology
1.1 Objective of the study:
Primary Objective:
To know the satisfaction level of customers towards their bank andorganization perspective towards customer satisfaction.Secondary Objective:Comparative analysis of two banks customer satisfaction level.To help banks to identify the customer preferences.
1.2 Methodology:
Sample size: 70Sample unit: Customers of particular BankSource of information: Primary dataResearch method for collecting data: Survey methodResearch design: DescriptiveSample type: Convenience samplingSampling method: Quantitative methodQuestionnaire type: Structured
3
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Data Analysis
Customer Satisfaction from banks perspective
1. How did you find customers attitude towards you when he/she enters the bank?
Aggressive ArrogantIgnorant Friendlyother specify it ____________
ICICI
28%
8%
16%
40%
8%
AGGRESSIVE
IGNORANT
ARROGANT
FRIENDLY
OTHERS
4
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AXIS
32%
16%24%
28%AGGRESSIVE
IGNORANT
ARROGANT
FRIENDLY
2. What are factors that contribute towards customer satisfaction? (please rank it)
Infrastructure co-operationFacilities interest rates
Variety of products service time
ICICI
5
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0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 2 3 4 5 6
6.SERVICE TIME
5.INTEREST RATES
4.CO-OPERATION3.VARIETY OF PRODUCTS
2.FACILITIES
1.INFRASTRUCTURE
AXIS
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 2 3 4 5 6
6.SERVICE TIME
5.INTEREST RATES
4.CO-OPERATION
3.VARIETY OFPRODUCTS
2.FACILITIES
1.INFRASTRUCTURE
3. Please provide rank to the services as per the relevance of customersatisfaction level
Call answering time
Flawless/correct operations
Speed of conducting operations Variety of products and services
6
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Understanding/solving queries ATM network distribution
Variety of transactions
Pleasant and attractive Dcor
ICICI
0%
20%
40%
60%
80%
100%
1 2 3 4 5 6 7 8
8.PLESEANT &ATTRACTIVE DCOR
7.ATM NETWORKDISTRIBUTION
6.VARIETY OFPRODUCT &SERVICES5.FLOWLESS ORCORRECTOPEREATION4.VARIETY OFTRANSACTION
3.UNDERSTANDING
2.SPEED OFCONDUCTINGOPERATION1.CALL ANSWERING
7
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AXIS
0%
20%
40%
60%
80%
100%
1 2 3 4 5 6 7 8
8.PLESEANT &ATTRACTIVE DCOR
7.ATM NETWORKDISTRIBUTION
6.VARIETY OFPRODUCT &SERVICES5.FLOWLESS ORCORRECTOPEREATION4.VARIETY OFTRANSACTION
3.UNDERSTANDING
2.SPEED OFCONDUCTINGOPERATION1.CALL ANSWERING
8
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4. Indicate the most probable spot where customer starts feeldissatisfaction(mark one only)
Customer care representative Unavailability of servicesAtmosphere at bank waiting facilitiesICICI
16%
20%
40%
24%1.CUSTOMER CAREREPRESANTATION
2.ATMOSPHERE ATBANK
3.UNAVAILABILITY OFSERVICES
4.WAITING FACILITY
AXIS
20%
24%
36%
20%
1.CUSTOMER CARE
REPRESANTATION
2.ATMOSPHERE AT
BANK
3.UNAVAILABILITY OF
SERVICES
4.WAITING FACILITY
9
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5. On which factors you are concentrating for customer satisfaction?
___ Friendly service ___ Fast and flawless service ___Variety of products ___Customer service at Home ___Customer Service at Desk other______________________
ICICI
15
6
13
10
5
0
2
4
6
8
10
12
14
16
FRIENDLYSERVICE
VARIETY OFPRODUCT
CUSTOMERSERVICE AT
DESK
FAST &FLOWLESS
SERVICE
CUSTOMERSERVICE AT
HOME
AXIS
13
8
15
11
7
0
2
4
6
8
10
12
14
16
FRIENDLYSERVICE
VARIETY OFPRODUCT
CUSTOMERSERVICE AT
DESK
FAST &FLOWLESS
SERVICE
CUSTOMERSERVICE AT
HOME
10
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From Customers Perspective
1. Reason(s) to prefer the bank work with the most
___ Friendly service ___ Fast and flawless service ___Variety of products ___Customer service at Home___Customer Service at Desk
ICICI
1
1
2
8 9
0
5
1 0
1 5
2 0
2 5
F R I E N D L Y S E R V I C EV A R I E T Y O F P R O D U C TC U S T O M E R S E R V I C E A T
D E S K
F A S T & F L O W L E S S S E R V I C EC U S T O M E R S E R V I C E A T
H O M E
11
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AXIS
19
9
23
118
0
5
10
15
20
25
FRIENDLY
SERVICE
VARIETY OF
PRODUCT
CUSTOMER
SERVICE AT
DESK
FAST &
FLOWLESS
SERVICE
CUSTOMER
SERVICE AT
HOME
2. How would you describe your views about services at bank?
Particulars NOT
Satisfied
Satisfied
VerySatisfie
dCall answering timeFlawless/correct operationsSpeed of conducting operationsVariety of products and services
Understanding and solving queriescorrectly
12
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ICICI
010
203040506070
CALL
ANSWERINGTIME
FLAWLESS/CORR
ECTOPERATIONS
SPEEDOF
CONDUCTING
OPERATIONS
VARIETYOF
PRODUCTSAND
SERVICES
UNDERSTANDING
ANDSOLVING
QUERIES
CORRECTLY
NOT SATISFIED
SATISFIED
VERY SATISFIED
AXIS
0102030405060
CALLANSWERING
TIME
FL
AWLESS/CORR
EC
TOPERATIONS
SPEEDOF
CONDUCTING
OPERATIONS
VARIETYOF
P
RODUCTSAND
SERVICES
UN
DERSTANDING
ANDSOLVING
QUERIES
CORRECTLY
NOT SATISFIED
SATISFIED
VERY SATISFIED
13
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3.ATM Banking
Particulars NOTSatisfied
Satisfied VerySatisfied
ATM network
distributionContinuous serviceVariety oftransactionsEasy of screen use
ICICI
02468
1012
141618
ATM
netw
orkd
istrib
ution
Continu
ousservice
Variety
oftran
saction
s
Easy
ofs
creen
use
NOT SATISFIEDSATISFIED
VERY SATISFIED
14
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AXIS
0
5
10
15
20
25
ATM
netw
orkd
istrib
ution
Continu
ousservice
Variety
oftran
saction
s
Easy
ofs
creen
use
NOT SATISFIED
SATISFIEDVERY SATISFIED
15
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4. Branch Facilities
Particulars NOTSatisfied
Satisfied Verysatisfied
Availability of informationBrochuresPleasant And attractive DcorAutomatic Machines
ICICI
14
57
29
20
29
51
9
23
69
0
10
20
3040
50
60
70
Availability of
information
Brochures
Pleasant And
attractive
Dcor
Automatic
Machines
NOT satisfied
Satisfied
Very satisfied
AXIS
17
60
23
14
29
43
11
29
60
0
10
20
30
40
50
60
Availability ofinformationBrochures
Pleasant Andattractive Dcor
AutomaticMachines
NOT satisfied
satisfied
very satisfied
16
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CONCLUSION
Banks Perspective
After Our Survey We Came To The Following Conclusions
ICICI customers are more friendly as compared to thecustomers of AXIS
ICICI customers have a greater expectation for their queries tobe resolved after communicating to the bank
ICICI is comparatively more concerned about the co-operationwhile the AXIS bank focuses on the facility that they provide.
Call answering time of ICICI bank is faster than the AXIS AXIS bank provides greater number of variety of products ICICI faces comparatively more problems regarding
unavailability of services. Friendly service is the key factor for customer satisfaction in
ICICI while for AXIS it is customer service
Customer Perspective
After Our Survey We Came To The Following Conclusions
Comparatively customer service at desk and friendly service arealmost the same at ICICI and AXIS Call answering time and variety of products is greater in AXIS
bank according to the customers. Network distribution of ICICI bank is better than AXIS bank
according to the customers Brochures are better available in AXIS bank
17
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RECOMMENDATION
ICICI needs to increase their information brochures availability
Both the banks are lacking in the customer service at homethough the facility is available since much long time.
Both the banks need to work on the interest rates of theirbanks.
ICICI lacks in providing the variety of products as compared toAXIS bank.
Enc: Questionnaire copy
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Thank you for giving the time to answer this questionnaire. The details are provided by
you will be kept confidential and it is only for academic purpose only
The bank you work with ____________
1. How did you find customers attitude towards you when he/she enters the bank?
Aggressive Arrogant
Ignorant Friendly
other specify it ____________
2. What are factors that contribute towards customer satisfaction? (please rank it)
Infrastructure co-operationFacilities interest rates
Variety of products service time
3. Please provide rank to the services as per the relevance of customer satisfaction level
Call answering time Flawless/correct operations
Speed of conducting operations Variety of products and services
Understanding/solving queries ATM network distribution
Variety of transactions Pleasant and attractive Dcor4. Indicate the most probable spot where customer starts feel dissatisfaction
(mark one only)
Customer care representative Unavailability of services
Atmosphere at bank waiting facilities
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5. On which factors you are concentrating for customer satisfaction?
___ Friendly service ___ Fast and flawless service
___Variety of products ___Customer service at Home
___Customer Service at Desk other______________________
6. What are the views of your self towards the improvement for particular services?
______________________________________________________________________________________________________________________________________________________________________________________________________________________________
Personal Information
Name: ____________________________________________
Designation:_____________
Gender: MALE FEMALE
Age: < 25 years 25-40 years
40-55 years > 55 years
20
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Thank you for giving the time to answer this questionnaire. The details are provided by you
will be kept confidential and it is only for academic purpose only.
The bank you work with the most ____________
Reason(s) to prefer the bank work with the most
___ Friendly service ___ Fast and flawless service
___Variety of products ___Customer service at Home ___Customer Service at Desk Other______________________
How would you describe your views about services at bank?
Particulars NOT
Satisfied
Satisfied Very
Satisfied
Call answering time
Flawless/correct operationsSpeed of conducting operations
Variety of products and services
Understanding and solving queries correctly
ATM Banking
Particulars NOT
Satisfied
Satisfied Very
Satisfied
ATM network distribution
Continuous service
Variety of transactionsEasy of screen use
Branch Facilities
Particulars NOTSatisfied
Satisfied Verysatisfied
Availability of information Brochures
Pleasant And attractive Dcor
Automatic Machines
Would you recommend your bank to others? YES NO
Personal Information
Name: ____________________________________________
Gender: MALE FEMALE
Age: < 25 years 25-40 years
21
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40-55 years > 55 years