A study on Customer satisfaction Towards Online Banking

ABSTRACT

This study on “CUSTOMER SATISFACTION TOWARDS ONLINE BANKING “ is designed to analyze existing customers of the bank and study their satisfaction level for the online banking service of the bank. A questionnaire was designed for the study in order to assess customer satisfaction at INDIAN OVERSEAS BANK. A total of 100 employees were surveyed. Questions pertaining to safety and comfort, online banking facilities, online transactions and overall satisfaction level were formulated.
The data hence obtained was subjected to statistical analysis. The tests used include PERCENTAGE ANALYSIS, CHI SQUARE TEST and WEIGHTED AVERAGE. PERCENTAGE ANALYSIS was used to assess demographic details. CHI SQUARE TEST assessed the level of customer satisfaction towards online banking WEIGHTED AVERAGE assessed to the customers prefer online banking . The results were drawn accordingly.

TABLE OF CONTEN

S.NO CONTENTS PAGE. NO

1.
INTRODUCTION

1

1.1 Industry Profile

1-7

1.2 Company Profile

8-10

1.3 Objectives for the Study

12

1.4 Need for the Study

13

1.5 Scope of the Study

14

1.6 Limitations of the Study

15 2.
REVIEW OF LITERATURE

16,17,18 3.
RESEARCH METHODOLOGY

19,20 4.
ANALUSIS AND INTERPRETATIONS

21-37 5.
FINDINGS , SUGGESTIONS , CONCLUSION

38-42

5.1 Findings

39,40

5.2 Suggestions

41

5.3 Conclusion

42 ANNEXURE

BIBLIOGRAPHY

List of tables
4.1
4.1.1
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4.1.3
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4.1.5
4.1.6
4.1.7
4.1.8
4.1.9
4.1.10

PERCENTAGE ANALSIS
AGE OF THE RESPONDENT
GENDER OF THE RESPONDENT
EDUCATIONAL QUALIFICATION OF THE RESPONDENT
OCCUPATION OF THE RESPONDENTS
BANK ACCOUNT DETAILS OF THE RESPONDENT
SAFETY AND COMFORT LEVEL OF THE RESPONDENTS
RESPONDENTS WHO USE ONLINE BANKING FACILITY
RESPONDENT WHO FACE PROBLEM WITH ONLINE