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Project Report on Customer Satisfaction - A Comparative Study between Private & Nationalised Banks

Project Report on Customer Satisfaction - A Comparative Study between Private & Nationalised Banks

Customer Satisfaction & Indian Banking System

"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider of our business. We are not doing a favour by serving him. He is doing a favour by giving us an opportunity to do so."

These words, said by 'Mahatma Gandhi', have much importance in a service-oriented industry, like banking. Gone are the days when banks could afford to sit back and wait for customers to come to their door steps. Today, the banks are required to go and knock at the door of customers for getting good business. This apart, the business of banking advancing rapidly and cost mounting. The only way to get over there problems is to "Provide Better services to the customers."

All the activities of a Bank should be focused on its existing & prospective customers. A bank can't long survive in a competitive environment, if it fails to provide the kinds of services that fulfill the need & satisfy the wants of its customers. Therefore, whether a bank is going to succeed or fail in its trade area is determined to a large extent by how well the needs of its customers have been understood and satisfied.


Indian Banking System :

A bank is a concern, which carries on the business of keeping the money of some people and leading money to other people. It is difficult to give a precise definition of bank due to the fact that a modern bank performs a variety of functions. Different economics have given different definitions of a bank. Some of definitions are as under :-

"A bank collects money from those who have it to space or who are saving it out of their income, and it lends this money to those who require it."


Banking System :

Banking system occupies an important place a nation's economy. A banking institution is indispensable in a modern society. In plays a pivotal role in the economic development of a country.

Thus, economic development of a country depends upon success of banking industry and success of banking Industry is determined to a large extent by now well then needs of its customers have been understood and satisfied.

Public Sector Banks :

Public Sector Banks dominate commercial banking India. These can be further classified into:

  • State Bank of India.
  • Nationalized banks
  • Regional Rural Banks

Nationalized Banks :

It July 1969, 14 banks with a deposit base of Rs. 50 crores or more were nationalized. Again in 1980. Six more private banks were nationalized, bringing up the number to twenty. These banks were:

  • Bank of Baroda.
  • Punjab National Bank.
  • Bank of India.
  • Canara Bank
  • Central Bank of India.
  • Indian Bank.
  • Indian Overseas Bank
  • Syndicate Bank.
  • UCO Bank.
  • Allahabad Bank.
  • United Bank of India.
  • Oriental Bank of Commerrce
  • Corporation Bank.
  • Vijaya Bank.
  • Dena Bank.
  • Bank of Maharashtra.
  • Andhra Bank
  • Punjab & Sind Bank.
  • New Bank of India.



1) Introduction

  • Indian Banking System
  • Something about customer
  • Concept of satisfaction
  • Different types of Banker-Customer Relationships

2) Review of Literature

3) Research Methodology

4) Data Analysis & Interpretation

5) Conclusions & Suggestions 




Project Description :

Title : Project Report on Customer Satisfaction- A Comparative Study between Private & Nationalised Banks

Category : Project Report for MBA

Pages : 73

This project is our paid category, its cost is Rs. 2499/- only without Synopsis and Rs. 2999/- only. If you need this project, mail us at this id :

We will send you a hardcopy with hard binding and a softcopy in CD from courier.



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