Review literature customer satisfaction project

Review literature customer satisfaction project

Literature Review on Customer Satisfaction. Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business Literature Review Customer satisfaction is an evaluation of difference between prior expectations about product and its actual performance. Customer satisfaction is how customers react towards the state of satisfaction, and how customers judge the satisfaction level (Hanif, Hafez & Riaz, ).Estimated Reading Time: 9 mins Dec 14,  · [10] OBJECTIVES OF THE STUDY The main objectives of this study are: To study on customer satisfaction. To study on products they delivered to the customers and how are the services, while delivering the product and maintaining the customers. To analysis with competitor’s bank by comparing with product and services provided to the customers. To study on maintenance of products and services effective manner by this customer

Research Project on Customer Satisfaction Assignment

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MBA Final year Project - Customer satisfaction 1. VIJENDRA KUMAR Reg. Internal Guide External Guide MRS. KRISHNA PRIYA Head of the Department DR. DATE; PLACE: SIGNATURE OF THE CANDIDATE 4. JEPPIAAR, MA, B. L PhD, and also heartfelt thanks to our Directors Thiru Marie Johnson, B. E, MBA and Mrs. Mariazeena Johnson, B. E, MBA for providing the necessary facilities for the completion of my project.

I am indebted to the head of department, Dr. A,PhD for have been a constant source of support and encouragement for the completion of the project.

I also express my sincere thanks to my internal guide. KRISHNA PRIYA MBA. MY words of acknowledgement review literature customer satisfaction project never convey my sense of appreciation to all the DM and ADM of the store for their support and cooperative in various ways and providing ideas.

TITLE PAGE NO. List of tables List of charts 1. PROFILE OF THE COMPANY Industry profile Company profile 3. Although the growing economy and further review literature customer satisfaction project in the level of household income have created many opportunities for consumer banking, there is also increasingly strong competition amongst the financial institutions due to the liberalization and globalization of the banking industry.

In order to remain competitive, banks have to take steps to introduce new consumer banking products and services that will make banking more convenient and accessible to the public. The study of this topic will help to get the knowledge of product and services of Axis bank and also measure the satisfaction level of customer from that products and services.

As the study contains the degree information regarding Axis bank and also a comparative analysis from the other private bank, Hence the study review literature customer satisfaction project lead to new way to tackle the problems and SWOT of Axis bank in respect of product and services.

This was followed by Bank of Hindustan. Both these banks are now defunct. A couple of decades later, foreign banks like Credit Lyonnais started their Calcutta operations in the s. At that point of time, Calcutta was the most active trading port, review literature customer satisfaction project, mainly due to the trade of the British Empire, and due to which banking activity took roots there and prospered.

The first fully Indian owned bank was the Allahabad Bank, review literature customer satisfaction project, which was established in By the s, review literature customer satisfaction project, the market expanded with the establishment of banks such as Punjab National Bank, review literature customer satisfaction project, in in Lahore and Bank of India, in, in Mumbai - both of which were founded under private ownership.

The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from After India's independence in ; the Reserve Bank was nationalized and given broader powers. EARLY HISTORY At the end of lateth century, there were hardly any banks in India in the modern sense of the term. At the time of the American Civil War, a void was created as the supply of cotton to Lancashire stopped from the Americas.

Some banks were opened at that time which functioned as entities to finance industry, including speculative trades in cotton. With large exposure to speculative ventures, most of the banks opened in India during that period could not survive and failed.

The depositors lost money and lost interest in keeping deposits with banks. Subsequently, banking in India remained the exclusive domain of Europeans for next several decades until the beginning of the 20th century. At the beginning of the 20th century, Indian economy was passing through a relative period of stability. Around five decades have elapsed since the India's First war of Independence, and the social, industrial and other infrastructure have developed.

At that time there were very small banks operated by Indians, review literature customer satisfaction project most of them were owned and operated by particular communities.

There were also some exchange banks, as also a number of Indian joint stock banks. All these banks operated in different segments of the economy. The presidency banks were like the central banks and discharged most of the functions of central banks. They were established under charters from the British East India Company.

The exchange banks, mostly owned by the Europeans, concentrated on financing of foreign trade. Indian joint stock banks were generally undercapitalized and lacked the experience and maturity to compete with the presidency banks, and the exchange banks. There was potential for many new banks as the economy was growing. Lord Curzon had observed then in the context of Indian banking: "In respect of banking it seems we are behind the times.

We are like some old fashioned sailing ship, divided by solid wooden bulkheads into separate and cumbersome compartments. India's independence marked the end of a regime of the Laissez-faire for the Indian banking.

The Government of India initiated measures to play an active role in the economic life of the nation, and the Industrial Policy Resolution adopted by the government in envisaged a mixed economy.

This resulted into greater involvement of the state in different segments of the economy including banking and finance. The major steps to regulate banking included: Inthe Reserve Bank of India, India's central banking authority, was nationalized, and it became an institution owned by the Government of India. Inthe Banking Regulation Act was enacted which empowered the Reserve Bank of India RBI "to regulate, control, and inspect the banks in India. However, despite these provisions, control and regulations, banks in India except the State Bank of India, continued review literature customer satisfaction project be owned and operated by private persons.

This changed with the nationalization of major banks in India on 19th July, At the same time, it has emerged as a large employer, review literature customer satisfaction project, and a debate has ensued about the possibility to nationalize the banking industry. Indira Gandhi, review literature customer satisfaction project, the-then Prime Minister of India expressed the intention of the GOI in the annual conference of the All In dia Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization.

Thereafter, her move was swift Jayaprakash Narayan, a national leader of India, described the step as a "masterstroke of political sagacity. A second dose of nationalization of 6more commercial banks followed in The stated reason for the nationalization was to give the government more control of credit delivery. This move, review literature customer satisfaction project, along with the rapid growth in the economy of India, kick started the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namel y, review literature customer satisfaction project, government banks, private banks and foreign banks.

The new policy shook the Banking sector in India completely. All this led to the retail boom in India. People not just demanded more from their banks but also received more.

CURRENT SITUATION Currentlybanking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks.

In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region.

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MBA Final year Project - Customer satisfaction

Dec 14,  · [10] OBJECTIVES OF THE STUDY The main objectives of this study are: To study on customer satisfaction. To study on products they delivered to the customers and how are the services, while delivering the product and maintaining the customers. To analysis with competitor’s bank by comparing with product and services provided to the customers. To study on maintenance of products and services effective manner by this customer Literature Review on Customer Satisfaction. Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business Jul 29,  · Within the existing literature on customer satisfaction research, various customer satisfaction models were developed based on a cumulative view of satisfaction