Analysis of Consumer Behaviour Pdf

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CUSTOMER SATISFACTION ANALYSIS OF BANKING SECTOR

A Major Project

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Submitted in partial Fulfillment of the requirements for MBA (General) Semester VIth Programme of G.G.S. Indraprastha University, Delhi.

(SESSION 2010--2012)

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SUBMITTED BY:-

POOJA SINGHANI

MBA(WEEKEND)Semester-IVth

Enrol No.: 009166210

Declaration

I hereby declare the major project report, entitled “Customer Satisfaction ANALYSISis based on my original study and has not been submitted earlier for any degree or diploma of any university.

The work of author, wherever used, has been acknowledged at appropriate place.

Place: DELHI Candidate’s signature

Date :……………... Name: POOJA

Enrol. NO:08112401709

Countersigned

Name:

Supervisor

PREFACE

Public Banking is a concept which is fast emerging in the world of Banking where changes have become a necessity in order for banks to survive in this competitive environment vis-à-vis not only from the public and private sector bank

The title of the project is “Customer Satisfaction analysis in banking sector”. The approach of this project was to understand the measures adopted by Bank in understanding product and services, how to increase the value of existing customer and know their level of satisfaction and ultimately increases the bank profitability.

My project work has been successfully accomplished due to cooperative efforts of many people .i would like to pay my sincere gratitude and thanks to those people who directed me at every step in the project work.

I would like to express my sincere gratitude to mr kp ramakrishnan (Project Guide) for constantly guiding me and acting as my mentor during the course of my project and tackling variety of hurdles with implicit patience throughout my research project interest in the project infused in my great inspiration and confidence in taking up this study in right direction .without his overall guidance and help the project may have seen to be completed.

In the end, I also want to thanks my find for their support and help during the project.

NAVNEET

CERTIFICATe

This is to certify that the Project Titled “A comparative aNALYSIS: MULTINATIONAL VS NATIONALISED BANK IN INDIA” is an original work of the student (POOJA SINGHANI, ROLL NO. 0131663905) and is being submitted in partial fulfillment for the award of the MBA from USMS, GGSIPU.

He was working under my supervision and successfully completed his project work.

Prof. R.K.Mittal (Project guide)

TABLE OF CONTENTS

1. RESEARCH METHODOLOGY 5

1.1 RESEARCH DESIGN 6

1.2 ANALYSIS OF DATA 7

1.3 LIMITATION OF STUDY 7

1.4 BENIFICIARIES OF PROJECT 8

1.5 THE RESEARCHER  

2. INTRODUCTION TO THE BANKING 9

INDUSTRY

2.1 A SNAPSHOT OF THE BANKING INDUSTRY 10

2.2.1 REFORMS IN THE BANKING SECTOR 12

2.2.2 CLASSIFICATION OF BANKS 13

2.2 CURRENT BANKING SCENARIO OF INDIA 14

2.3 BANKING REVIEW 29

2.4 BANKING SECTOR 31

2.5 SWOT ANALISIS: BANKING SECTOR 32

2.5.1 PORTER’S FIVE...
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