CUSTOMER SATISFACTION TOWARDS BANKING
PRODUCTS AND SERVICES IN RAMANATHAPURAM
DISTRICT
A Project Report submitted by
D RAHUL (20UGBI028)
In partial fulfillment of the requirements for the award of
the degree in
BACHELOR OF BUSINESS ADMINISTRATION WITH
INTERNATIONAL BUSINESS
Under the guidance of
Dr. V.SUDHA, MBA., Ph.D
Assistant
Professor
DEPARTMENT OF BUSINESS ADMINISTRATION
NEHRU ARTS AND SCIENCE COLLEGE
(An Autonomous Institution affiliated to Bharathiar University)
(Reaccredited with “A” Grade by NAAC, ISO 9001:2015 &14001:2004 Certified
Recognized by UGC with 2(f)&12(B),Under Star College Scheme by DBT, Govt. of India)
Nehru Gardens, Thirumalayampalayam, Coimbatore – 641105, Tamil Nadu.
MARCH 2023
BONAFIDE CERTIFICATE
Certified that this project report titled “CUSTOMER SATISFACTION TOWARDS
BANKING PRODUCTS AND SERVICES IN RAMANATHAPURAM CITY” is the Bonafide work
of D.RAHUL (REGISTER NUMBER: 20UGBI028) who carried out the project under my
supervision. Certified further, that to the best of my knowledge the work reported herein does not form
part of any other project report on the basis of which a degree or award was conferred on an earlier
occasion on this or any other candidate.
Dr.V.Sudha
Dr.N.Shani
Project Supervisor
Dean
School of Management
School of Management
Nehru Arts and Science College,
Nehru Arts and Science College,
Coimbatore
Coimbatore
Viva-Voce held on ………………………
INTERNAL EXAMINER
EXTERNAL EXAMINER
DECLARATION
I am D.RAHUL (REGISTER NUMBER: 20UGBI028) a student of Department Of Business
Administration Studies, Nehru Arts And Science College, Coimbatore hereby declare that the project work
titled “CUSTOMER SATISFACTION TOWARDS BANKING PRODUCTS AND SERVICES IN
RAMANATHAPURAM CITY” submitted to the Nehru Arts and Science College in partial fulfillment of
the requirement for the award of degree of BACHELOR OF BUSINESS ADMINISTRATION in
INTERNATIONAL BUSINESS is a record of Bonafide
guidance
project
carried
out
by
me under
the
Dr.V.SUDHA, Assistant Professor, Department of Management Of Business Administration
Studies, Nehru Arts And Science College, Coimbatore and no part of it has been for any other degree or
diploma.
PLACE :
Signature of the Student
DATE :
(D.RAHUL)
ACKNOWLEDGEMENT
This project represents the combined effort of a large number of individual and it’ my
pleasure to acknowledge those concerned.
I thank our most respected CEO & Secretary Dr.P.Krishnakumar, Nehru Groups of
Institution, Coimbatore for providing me an opportunity to undergo this project.
I thank our most respected Principal Dr.B.Anirudhan, Nehru Arts and Science
College, Coimbatore for providing me a golden opportunity to undergo this project.
My sincere gratitude to Dr.N.Shani, Dean School of Management, Nehru Arts and
Science College, Coimbatore who provided valuable guidance and also gave opportunity to
carry out this project.
My profound gratitude to project guide Dr. V.Sudha, Assistant Professor, Nehru Arts
and Science College, Coimbatore for their support throughout the project
My sincere thanks to All Staff Members of School of Management, Nehru Arts and
Science College, Coimbatore, for their inspirational support and encourage completing my project
work
I am extremely grateful to my beloved parents and friends for their continuous support and
encouragement in all stages of my life.
I grateful thanks to my Co-project mates who was supported to completed this project
successfully.
Signature of the student
(D.RAHUL)
CONTENT
CHAPTER
PARTICULARS
PAGE NO
List of tables
List of chart
Abstract
I
INTRODUCTION
1.1 Introduction of the study
1.2 Industry Profile
1-9
10-13
1.3 Statement of the problem
14
1.4 Objectives of the study
15
1.5 Scope of the study
16
1.6 Limitation of the study
17
II
REVIEW OF LITERATURE
18-30
III
RESEARCH METHODOLOGY
31-34
IV
DATA ANALYSIS AND INTERPRETATION
4.1 Simple percentage analysis
4.2 Chi-square test
V
35-60
61
4.3 Weighted average method
62-63
4.4 Garrett’s ranking methods
64-65
FINDINGS,SUGGESTION AND CONCLUTION
5.1 Findings
66
5.2 Suggestion
68
5.3 Conclusion
69
BIBLIOGRAPHY
A
APPENDIX
LIST OF TABLES
PARTICULARS
PAGE.NO
S.NO
4.1.1 Gender of the Respondents
35
4.1.2
Age of the Respondents
37
4.1.3
Location of the Respondents
39
4.1.4
Educational qualification of the Respondents
41
4.1.5
Marital status of the Respondents
43
4.1.6
Occupation of the Respondents
45
4.1.7
Monthly income of the Respondents
47
4.1.8
Family members of the Respondents
49
4.1.9
Bank sector of the Respondents
51
4.1.10 Bank name of the Respondents
53
4.1.11 Account type of the Respondents
55
4.1.12 Years of relationship as a customer with the bank
57
4.1.13 Opinion of the respondents to change their bank
59
4.2.1
Relationship between occupation and types of account of the respondents
61
4.3.1
Satisfaction level towards banking products and service
62
4.3.2
Usage level of banking products and services
63
4.4.1
Rank the factors that led you to have an account with the particular bank
65
LIST OF CHART
S.NO
PARTICULARS
PAGE.NO
4.1.1
Gender of the Respondents
36
4.1.2
Age of the Respondents
38
4.1.3
Location of the Respondents
40
4.1.4
Educational qualification of the Respondents
42
4.1.5
Marital status of the Respondents
44
4.1.6
Occupation of the Respondents
46
4.1.7
Monthly income of the Respondents
48
4.1.8
Family members of the Respondents
50
4.1.9
Bank sector of the Respondents
52
4.1.10 Bank name of the Respondents
54
4.1.11 Account type of the Respondents
56
4.1.12 Years of relationship as a customer with the bank
58
4.1.13 Opinion of the respondents to change their bank
60
ABSTRACT:
The
study
titled
“CUSTOMER
SATISFACTION
TOWARDS
BANKING
PRODUCTS AND SERVICES IN RAMANATHAPURAM DISTRICT” has been carried
out at the customer of the public and private sector bank .The main aim of the study is to know
the satisfaction level of the customer towards banking products and services. The study was
Descriptive in nature and it is Non Probability sampling. The sampling techniques used here is
convenience sampling. The sampling size had been taken as 110 and the data was collected
through questionnaire. The tools used to analyze the data are Simple percentage analysis, Chisquare test, weighted average method and Garrett ranking method. The analysis shows that the
overall satisfaction level of the customer towards banking products and services is Neutral.
Keywords: Customer satisfaction, Banking products and services, Public sector banks
and private sector banks.