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TOPICSTUDY ON CUSTOMER SATISFACTION TOWARDS

FIANCIAL SERVICES PROVIDED BY BANK


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Punjab national bank was registered on may 19,1894

under the indian company act with its office inAnarkali bazaar lahore. The bank is 2ndlargestgovernment-owned commercial bank in india withabout 4500 branches accros 764 cities. It serves our

37 million customer.

Company profile


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To evolve and position the bank as a world class,

progressive,cost effective and customer friendlyinstitution providing comprehansive financial andrelated services.

Commited to excellence in serving the public and also

excelling in corporate values.

Vision


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To provide excellent professional services and

improve its position as a leader in financial andrelated services.

Build and maintain a team of motivated work forcewith high work ethos.

Use latest technology aimed at customer satisfactionand act as an effective catalyst socio economicdevelopment.

mission


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To have an insight into the attitudes and behaviors of

customer. To find out the differences among perceived services

and expected services.

To produce an executive service report to upgrade

services characteristics. To understand customer preferences.

To access the degree of satisfaction of consumers.

Objective of study


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Convenience sampling method is used for the survey of this

project. Sample size denotes the no of elements selected for thestudy for the present study, 100 respondents were selected atrandom

PRIMARY DATA- primary data are those collected by theinvestigator himself for the first time and thus they are originalin character, they are collected for a particular purpose

SECONDARY DATA INTERNAL DATA companys brochures ,manual and annual

reports.

EXTERNAL DATA magazines , research books , internet

Reasearch methodology


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Awareness RespondentsResidential 20%Shopping 29%

Commercial 23%Hosp/Schools/Colleges 28%

Q.1. Which is the best location for opening Bank Branch?

bank location

20%

29%

23%

28%

Residentia

Shopping

CommercialHosp./Schools/College


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Category Under an areaof 1km

Under an area

of 1-2kmUnder an area

of 2-4kmArea of more

than 4 kmStudent 17 7 1 0

Business Man 19 1 0 4Salaried 9 12 4 0

Self Employed 13 7 5 1

Q. 2. How close customers expect Bank Branches to be located?

Branch Distance

17

7

10

19

10

4

9

12

4

0

13

7

5

00

2

4

68

10

12

14

16

18

20

4

Distance (KM)

NO.ofResponses

student

Business men

Salaried

Self employed


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Category Under an area of1km

Under an area of 1-

2kmUnder an area of

2-4kmArea of more than

4 kmStudent 23 2 0 0

Business Man 21 0 0 4Salaried 19 4 2 0

Self Employed 14 11 0 0

Q.3. How close customers expect ATM distance to be located at Kilometer?

ATM Distancee

23

20 0

21

0 0

4

19

42

0

14

11

0 00

5

10

15

20

25

4

Distance

No.

ofRes

ponses

Student

Business MenSalaried

Self Employed


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Awareness RespondentsYes 97%No 3%

Q.4.Do you expect banks to advertise and make you aware about new schemes and offer?

3%

97%

No

Yes


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Medium No Of ResponsesRadio 10

Television 35Newspaper 30

Internet 5Billboards 17

Mobile 3

Q.5. What are the sources of promotion of Bank?


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Characteristics No Of ResponsesAppearance 10

Communication 17Modesty 13Empathy 12Efficiency 23

Problem Handling 25

Q.6 What are the characteristics of the Bank employees?

Q f f ?


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Types Of Banks PreferencePrivate 44

Nationalized 50Co-operative 3

MNCs 3

Q.7. What are the preferences of Banks?

44%

50%

3% 3%

Private

Nationalized

Co-operative

MNCs


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Criteria No Of ResponsesBrand Name 35

Variety of Products

16

Employee of Bank 7Customer Service 11

Ease in availing services 6Interest Rate 3

Automated Services 4Accessibility 6

Process 12

Q.8. What are the selection of Banks?


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TIME CONSTRAINTS

SAMPLE SIZE

ACCURACY

COLLECTION OF DATA WAS DIFFICULT

LIMITATIONS OF THE STUDY


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Due to the intence competition in the financial market,PNB

should adopt better strategies to attract more customers. PNB should adopt effective promotional strategies to increase

the awareness level among the consumers.

PNB should ask for their consumer feedback to know whetherthe consumers are really satisfied or dissatisfied with the serviceand product of the bank.

The bank should try to increase the brand image throughperformance and services then,only the customers will besatisfied.

SUGGESTIONS &RECOMMENDATIONS


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Competition with SBI and with private banks

(ICICI,HDFC) Number of problems faced by the people is more in

public sector banks.

Response of the respondents towards the

satisfaction level is neutral. People preffered the bank by their brand name.

FINDING

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