Aditya Presentation

8/2/2019 Aditya Presentation

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Project Guide

Dr. Chanchal

Chawla

MARKET SURVEY REPORTON

CUSTOMERS SATISFACTION TOWARDS BANKING

SERVICES OFFERED BY UCO BANK INMORADABAD

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATIONTEERTHANKER MAHAVEER UNIVERSITY

MORADABAD

Submitted By

Aditya Kumar

BBA-V Sem.

R0912011012


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INTRODUCTION

This project report is based on the survey which has been done in the Moradabad

city. This survey is conducted on the CUSTOMERS SATISFACTION TOWARDS

BANKING SERVICES OFFERED BY UCO BANK.The sample area of my research is Moradabad and the sample size is 50.The respondent

of the survey are the customers of UCO BANK, Moradabad. A questionnaire consisting

of 11 question has been used to collect the primary data for survey. Then the data has

been tabulated and presented in pie charts which has further been interpreted analyzed

and concluded.


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RESEARCH OBJECTIVE To study the satisfaction level of customer

towards Banking services offered by UCO Bankin Moradabad.


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ASSUMPTION

Customers are satisfied with the Banking Servicesoffered by the UCO Bank.


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QUESTIONNAIRERespondent Profile:-

Name

Age...

Gender..

OccupationAnnual Income

Address..

Q1. For the past how many years you have account

with thisbank?

(a) Below 2 years (b) 2-5 years (c) Above 5 years

Q2. What kind of account do you maintain in this bank?

(a)Current (b) Saving (c) If others, Please


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Q3. Does your bank conduct any recreation facilities for the

customers?

(a) Yes (b) NoQ4. Does your bank have core banking facility for the

customers?

(a) Yes (b) No

Q5. Do they charge unnecessarily for not maintainingminimum

balance in your account?

(a) Yes (b) No

Q6. Does your bank offer competitive service charges?

(a) Yes (b) No

Q7. Do you think your bank offers competitive interest rate?

(a) Yes (b) No


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Q8. What do you feel about overall service quality of yourbank?

(a)Excellent (b) very good (c) good (d) average

Q9. When you think of your bank what comes first in your

mind?(a)Personalized service (b) Wide branch network

(c)computerized banking (d) Core banking

Q10. Do you think that your bank caters all your banking

needs?(a) Yes (b) No

Q11. Would you recommend this bank to your friends,relatives,

associates?


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ANALYSISQ.1 For the past how many years you have account with this bank?(a) Below 2 years (b) 2-5 years (c) Above 5 years

Below 2 years 2-5 years Above 5 years Total

NO. of Respondent 35 10 5 50

% of Respondent 70 20 10 100

ANALYSIS

In this question 70% customers reported Below 2 years 20% customers reported 2 -5

years and 10% customers reported Above 5 years.


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Q2. What kind of account do you maintain in this bank?(a)Current (b) Savings (c) Others

Current Saving Others Total

NO. of Respondent 13 30 7 50

% of Respondent 26 60 14 100

ANALYSIS

In the above diagram 26% customers said Current 60% customers said Saving and 14%

customers Others.


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Q.3 Does your bank conduct any recreation facilities for the customers?(a) Yes (b) No

Yes No Total

NO. of Respondent 32 18 50

% of Respondent 64 36 100

ANALYSIS

In the above pie chart 64% customers reported Yes and 36% customers reported No

towards recreation facility.


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Q.4 Does your bank have core banking facility for the customers?

(a) Yes (b) No

Yes No Total



ANALYSIS

In the above chart 80% customers reported Yes and 20% customers reported No.


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Yes No Total



Q.5 Do they charge unnecessarily for not maintaining minimum balanceinyour account?

(a) Yes (b) No

ANALYSIS

In this diagram 14% customers said Yes and 86% customers said No.


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Q.6 Does your bank offer competitive service charges?(a) Yes (b) No

Yes No Total



ANALYSIS

In the above chart 74% customers reported Yes and 26% customers reported No

towards competitive service charges.


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Q.7 Do you think your bank offers competitive interest rate?(a) Yes (b) No

Yes No Total



ANALYSIS

In the above diagram 70% customers said Yes and 30% customers said No.


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Q.8 What do you feel about overall service quality of your bank?(a)Excellent (b) Very good (c) Good (d) Average

Excellent Very Good Good Average Total

No. of Respondent 5 30 10 5 50

% of respondent 10 20 60 10 100

ANALYSIS

In this chart 10% customers reported Excellent 60% customers reported Very Good 20%

customers reported Good and 10% customers reported Average. So the service quality

is satisfactory.


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Q.9 When you think of your bank what comes first in your mind

(a)Personalized service (b)Wide branch network(c)Computerized banking (d) Core banking

PersonalizedService

Wide BranchNetwork

ComputerizedBanking

Core Banking Total

No. of Respondent 5 10 30 5 50

% of respondent 10 20 60 10 100

ANALYSIS

In the above chart 10% customers said Personalized Service 60% customers

Computerized Banking 20% customers Wide Branch Network and 10% customers

Core Banking.


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Q.10 Do you think that your bank caters all your banking needs?(a) Yes (b) No

Yes No Total



ANALYSIS

From the above chart it is clear that 66% customer reported Yes and 34% customer

reported No. So we can say that most of the customers is satisfied with banking.


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Q.11Would you recommend this bank to your friends, relatives, associates?

(a) Yes (b) No

Yes No Total



ANALYSIS

In the above chart 90% customers reported Yes and 10% customers reported No. So it is

clear that customers recommended their friends & relatives towards this bank.

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