Customer Satisfaction in Banks

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A PROJECT REPORT
SUBMITTED TO LOVELY PROFESSIONAL UNIVERSITY IN PARTIAL FULLFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF DEGREE OF MASTER OF BUSINESS ADMINISTRATION

BY ABINASH PADHA REG.NO. 10900399 UNDER THE SUPERVISION OF MS. KANIKA JHAMB (Faculty Guide)

DEPARTMENT OF MANAGEMENT LOVELY PROFESSIONAL UNIVERSITY PHAGWARA 2010

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PREFACE

This research project is a part of the business administration course being taken up at Department of Management Studies, Lovely Professional University, Phagwara.

I was provided opportunity to undergo training at the Jammu and Kashmir bank at its zonal office JAMMU, my field of interest was to study the: “CUSTOMER SATISFACTION TOWARDS JAMMU AND KASHMIR BANK IN JAMMU”

This project has been of great help in providing me an insight into the real life working of an organization. It gave me a chance to apply, all I had learned to practical situations, enhancing my understanding and image of the market and business world.

This experience in decision making and practical application of knowledge has contributed greatly to my growth both as a person and a trainee.

ABINASH PADHA

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STUDENT DECLERATION

I declare that project entitled:
“CUSTOMER SATISFACTION TOWARDS JAMMU AND KASHMIR BANK

IN JAMMU”

A critical and comprehensive study of Customer satisfaction in banks is my own work. I also undertake that the work is purely academic and no part has been copied or taken from anywhere. This report neither in part nor full is submitted for any degree or diploma in any Institute or college.

ABINASH PADHA MBA (LSM) Registration Number: 10900399 Lovely Professional University

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ACKNOWLWDGEMENT
My all praises to Almighty God, who blessed me with sufficient courage and capacity to carry out and complete this study. Being aware of my limitations and shortcomings, it was not possible for me to accomplish this work without His help.

I would like to thank the management of the Jammu and Kashmir bank. For providing me an opportunity to work as a summer trainee with their B.U (business units) Jammu At the very outset, I extend my deepest sense of gratitude to my project guide Mr. GOVERDHAN DUBEY, BUSINESS CLUSTER II J&K bank, without whose

indefatigable and strenuous effort and valuable expert guidance this research would have not been concluded. Inspite of his busy schedule he was every time ready to take out time and assisted me a lot in the execution of my present venture, through his scholarly disclosure, critical analysis, work designing, valuable suggestions and more ever his excellent moral support and encouragement through out my work. Thus I deem it to be my pleasure to have worked under the supervision of such a resourceful and learned person like him.

I also express my deep and sincere gratitude to my faculty guide, Ms. KANIKA JHAMB, whose encouraging vigil proved to be great source of inspiration in accomplishing this work. I am really thankful to him for his guidance and support.

I am indebted to my parents who provided all the facilities and encouragement for the pursuit of this project work.

ABINASH PADHA

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CHAPTER 1         

PARTICULARS INTRODUCTION Need of the study Objectives of the study Hypothesis Methodology Sample design Data base Primary data Secondary data Questionnaire and sample size  Design of the study CONCEPTUAL FRAMEWORK & REVIEW OF LITERATURE      Meaning Measurement of customer satisfaction Customer Satisfaction in Service industry Customer Satisfaction in Banking Industry Review of Literature References

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COMPANIES PROFILE    Company profile of J&K Bank Company profile of SBI Company profile of PNB

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RESULTS & DISCUSSIONS  Analysis of customer satisfaction regarding attitude, efficiency, Products & services, physical facilities, advice & problem solving Role of the bank.  Analysis of overall customer satisfaction  Analysis of reasons for...
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