• No results found

study of Consumer Satisfaction in Private & Public sector Bank

N/A
N/A
Protected

Academic year: 2021

Share "study of Consumer Satisfaction in Private & Public sector Bank"

Copied!
15
0
0

Loading.... (view fulltext now)

Full text

(1)c. Table of Contents ¡ 

(2)         

(3)    

(4)  

(5) !  " #  $

(6) % &  '  & '  ( "

(7)  ) * )+    )+   

(8) ) ," %

(9) ) -   )       . c.

(10) c. ô./'0*1/.2¡(.*(1.334/,1¡1.(3'4!(.¡ ¡1.,(356. EXCUTIVE SUMMARY  . 7   8  

(11) 

(12) ""           9  ""    7.    7 

(13) ""    %.              9 7 

(14)  %  %  %"  8 

(15) %"

(16)  % " " "%  

(17) .   4"  "" 4    7. .  "+&%"  +:4    7   

(18) % "

(19) , 7  " 

(20)   

(21) 

(22)     

(23) %   8 ""7            . 7 

(24)        %%2  "

(25) 9" "; 9% % 

(26) < =  8%  ; 7 

(27)    %"   7        3.   1 .%      7 

(28) % 9"    =  >4   9 4 8, 7  "   ";  %"   " " %  .             %     .% % % %"  7? %    7               7.    ""

(29)   @  ""

(30)  %   7  . c.

(31) c. INTRODUCTION   9 7 

(32)  %  %  %"   8

(33) %"

(34)  % " " "%   

(35)     

(36)  7   

(37) .    " 7  % 4"  "" 4     7, 7  " 

(38)   

(39) 

(40)      

(41) %   8 ""7        Customer satisfaction9  9    %    %%"

(42)   % 

(43)    %    %    7

(44) %    1    .      %   "      ""

(45)   % %    .    %   %"  " %

(46)  "   " The Banking Industry"7 

(47)    "     %"

(48)      79"   9  %           "  %   %  "" , 7       

(49) 9  9                  . c.

(50) c. . (iterature Review 1     ""

(51)  %

(52) "  " 9  7"  7 @      9 "  " @ 

(53)        "

(54) "% 7

(55) Berry (Bart Allen) Brodeur )<< )<<&>- "

(56)  ! "8"    9   % 

(57) Berry  ++ 7    .    "A- "

(58) 9 "9. "9¡

(59) 9¡ (9 ¡  9 B%  .  79* " ,  9 1  1    .    % ;   %      "          " " ( C 7

(60) Parasuraman, Zeithaml Berry ((eonard () )<& )<&&%   8 %  %    %  % %  ô.%         ô= %6 @     (  7

(61) Cronin Taylor% %ô1 D ' 

(62)   ô= %6 

(63) Parasuraman, Zeithaml Berry      %       %  (  Garbrand9    @ "% % %  

(64)  % %         ;  7      %      9   %" 9  "      DzIf you cannot measure it, you cannot improve it.dz- (ord William Thomson Kelvin (1824-1907). c.

(65) c. OBJECTIVE OF THE STUDY .

(66)  % %"  7 %    7               7. Significance of Study:-       "% "%     "    

(67) %"  " ;  "   "     7

(68)  7"  % +

(69)  1  .    %   %    %   %"   *  B"7  %     " "

(70)       7     E1F .  %      ¡   %"     %  

(71) 1  " %    "%    " " 7%"    C      8% %9 %      @    8.

(72)   

(73)      79 

(74)   %    %9 %  %    %    7%  %  % 

(75) . . c.

(76) c. Identify Varriabe .     Aô Satisfieddz        "9   ""

(77)   positive assessment   The word ³satisfied´ itself had a no. of differnet meaning for respondents, which can be split into the broad themes of contentment/ happiness, relief, achieving aims and happy with outcome and the fact they did not encounter any hassle: Happy pc pc pc pc pc pc. 1 $ %%

(78) 9% 

(79)  %%

(80) 9@ %%

(81)  4"  C "7 "   C "7  = "  7. Relieved pc pc pc pc pc pc pc pc pc pc pc pc. c. . 7=   4 (  1  ".        = 7 "  

(82)   

(83)  "%  

(84)   8    ¡   

(85)    

(86) 8  %%

(87)   9

(88) 7 

(89)    5  

(90) 8   .

(91) c. Achieving aims pc pc pc pc pc pc pc pc pc. ( 

(92)       " =  

(93)  (  

(94)    1  

(95)   = 

(96)   = 

(97)  ¡     %" 9

(98) "  2 %  . 

(99)   

(100)  ""  "" 

(101)   . Achieving aims, and happy with outcome pc $ %%

(102)  " pc $ %%

(103)  

(104) 8  pc C

(105)  "7

(106) 8  %%

(107) .

(108) 8     @7"

(109)  pc $ %%

(110)   pc 4"  8 %% pc 1 8 

(111)  pc ("  %%   

(112)    " pc 0  "  "

(113) 

(114) 

(115)       

(116)   

(117)  No hassle pc pc pc pc pc pc. c. 3   ¡

(118)     3 " 3% "  3 "        .

(119) c. Research Hypothesis:-    C%  "  

(120) 8%%" .      7  G%9 9@ "

(121)          7

(122)       78     . 7   8  

(123) 

(124) " "          9   ""   7   $

(125) %   ;  7      %      9   %" 9  "      DzIf you can not measure it, you can not improve itdz- (ord william Thomson Kelvin (1824-1907). c.

(126) c. Research Design:   EFscope of the study: . . . . .%

(127)  %   4"  4    7     . 

(128) ""  7  %" 

(129)  EFResearch Design:     ". . ' " %  . EFSample size:   . %"""   ( %"HH E3F %"    EFData collection:   .  """  4 

(130)     @     EFData source: . . ,

(131)  4 

(132)    "". .  

(133) % % 

(134)   .   % 

(135)  

(136) ."    

(137)   

(138) %.  "79%  "99% "   . c.

(139) c. Data Analysis:  4" , 7 . !¡0 '(..  '(..  (.*¡'.  !¡0(.. $=$0 (.*¡'. 3./3= ¡!1¡. 2,¡ ,(353=. B. B. B. B. B. B. ,(31$ ,(353=. B. B. B. B. B. B. 3.¡3¡. ,(353=. B. B. B. B. B. B. (.2 ,(353=. B. B. B. B. B. B.   4   , 7.       c. . !¡0 '(..  '(..  (.*¡'.  !¡0(.. $=$0 (.*¡'. 3./3= ¡!1¡. 2,¡ ,(353=. B. B. B. B. B. B. ,(31$ ,(353=. B. B. B. B. B. B. 3.¡3¡. ,(353=. B. B. B. B. B. B. (.2 ,(353=. B. B. B. B. B. B.

(140) c. Conclusion:-  pc HHI     " 7 %     7  HHI     "%"   7 pc HHI  4  , 7      HHI 

(141)   HHI  "

(142)   C  HHI  4" , 7      HHI 

(143)    pc HHI      7 4    7.  HHI    % 

(144)    7E  

(145)  7F  HHI    (.2  7 %    7HHI  HHI.  "

(146)  . 

(147)        ""4    7 pc 4"  7HHI     HHI  

(148)  (.2 7   4    7HHI    

(149)   HHI    "

(150)     . c.

(151) c. FINDINGS 1    ""  4    7  %  4" , 7 Reasons of Dissatisfaction in Public sector banks Õc ,     4" , 7        Õc .  7%           Õc 2 

(152)   % 

(153) 4"  7  % 4    7 (.2, 7 %  

(154) E(

(155) , 7F Õc  , 7  2", 7  "% 

(156)  

(157)  4"  7 Õc 1  % 

(158) (.2  ""

(159)   4"  7.  RECOMMENDATIONS: Õc . " @ "

(160)   "     Õc 2 

(161) %"  7       %  %    Õc 2 

(162)   %  %"  7 (.2  " Õc  " @ "

(163)      "  Õc  " "

(164)   %%   " Õc 1" "

(165)   %"

(166) " %

(167)  7 Õc 1  8" %    

(168)   "%  

(169)  Õc .  

(170)    "7

(171)    

(172) 6"" "

(173)   7 Õc $ 

(174)  %  . c.

(175) c. (IMITATION OF THE STUDY pc pc pc pc. .

(176)   % ""

(177)  HHH

(178) "

(179)  . %"; ""%   *    %" 

(180)   @    $  %  %  9% .  BIB(IOGRAPHY Õc 15 B 2"

(181)  Õc 43! 

(182) B, 7 "  4  Õc 1      7 A  

(183) 0  3.  ' $

(184)   Õc 4" "¡

(185) J  " 9J BJ9+&

(186)  5  Õc 1    5

(187) = , 7A( "  $ Õc ( "   " %   , 7  

(188) ' * ,  Õc ( "        , 7 

(189) 

(190)  ' 2 5 '  INTERNET WEBSITE:   "        %ADD7%  D7D  H      c c. c.

(191) c Ý c c  c c c

(192) c c   ccc c cc c c 

(193)

(194) c c

(195) cc   c c cc! c

(196) c  c ccc" c  c c  c c   c   cc#$ c c#c c c c#c c c %c  cc $c$   c c c c$ c  c

(197) cc  c   c!$$c#c c   $c & cc  '''''''''''''''''''''''''c. c. c. #c&'''''''''''''''c. & cc c#c c cc  '''''''''''''''''''''''''''''''''''''''''''''''''''c ($c!c c" c c  c c c$ c  c  cc c  

(198) 

(199)  !c!$ cc  #cc!c# c  c) c  *c($c  cc c c $ c +,c-c   .c/,c   .c/,c)  .c0,c-cc)  .c1,c$c)   c c c cc cc c c c $$c!c  c 2$!$.c c3 c    c c$c"c  $c    c$$. c c 4$c  c# c c c c.  c c c c c.  c c c c c.  c c c c c.  c c c c c.  c c c c c.  c c c c.  c c c c.  

(200) 

(201) 

(202)  !c!$ cc  #cc!c# c c*c($c  cc c c $ c +,c-c   .c/,c   .c/,c)  .c0,c-cc)  .c1,c$c)  c c    cc c c c c c 5 c c c c c  c c c c 6cc c c c 4$c!  c# c c c  c#c c# c c c c c c. c c c. c.

(203) c  

(204) 

(205) 

(206) 

(207)  !c!$ cc  #cc!c# c

(208)   c*c($c  cc c c $ c +,c-c   .c/,c   .c/,c)  .c0,c-cc)  .c1,c$c)  c c (c) .cc2$!c 7cc.c& c ) ccc$ c - cc  c 4$c c# c c c c.  c c c c c.  c c c c c.  c c c c c.  c c c c c.  c c c c c.  

(209) 

(210)  !c!$ cc  #cc!c# c85cc) *c($c  cc c c $ c +,c-c   .c/,c   .c/,c)  .c0,c-cc)  .c1,c$c)  c c 85c !c  # c  c c - cc  c 7cc cc 4$c  c# c c c c. . c.  c c c c c.  c c c c c.  c c c c c.  c c c c c.  c c c c c.

(211)

References

Related documents

The travel speed selector switch installed on the blade control allows the operator to.. engage high

Choice and variety of tools give surgeons the full range of options, all hand instruments have 190 mm working length that come in straight, up, left and right

• Pressing and holding the STOP ( 4) button while the voice recorder is in stop mode displays the [Time &amp; date] and [Remain] (amount of possible recording time

General health related quality of life and associated factors among prostate cancer patients in two tertiary medical centers in Kuala Lumpur, Malaysia: A cross-sectional

In the present article, we focus on the mixture model in Equation ( 2 ) with mixing measure ˜ P in a large class of almost surely discrete random probability measures gen- eralizing

(There will in such studies be a need to consider the impact of policies which affect the movement of freight within the urban area, such as lorry restrictions or time-specific

Recall that the union has less incentive to make training investments than the firm because it cannot set the final price, which explains the reduced level of training provided

memecahkan masalah sebuah perusahaan yang memiliki kekurangan dari segi placement yang membuat manajemen harus berpikir lebih untuk dapat membuat Miracle Cottage