DATA ANALYSIS

INVESTOR PROFILE

INVESTOR PROFILE

NO. OF RESPONDENTS

Male
Female

54
46

SEX
AGE
Below 30
30-40
40-50
50 and above
OCCUPATION
Salaried
Businessman/Professional
Housewives
ANNUAL INCOME
Below 2,00,000
2,00,000-3,00,000
3,00,000-4,00,000
Above 4,00,000
PRODUCTS
Fixed Deposits
Saving Account
Current Account
Other
BANKS
State Bank Group
ICICI Bank
Andhra Bank
HDFC Bank
Bank of Baroda
Other Banks
RELATIONSHIP WITH BANK
Less than 3 Year
3-5 Years
5-10 Years
More Than 10 Years
FACTORS AFFECTING
CHOICE
Ownership/ Reputation
Nearness/Accessibility
Commercials
Friends/Family

25
42
22
10
58
31
11
31
36
23
10
27
42
25
6
37
21
13
12
8
9
21
25
23
31
31
42
14
13

SATISFACTION PARAMETERS

INITIAL EXPERIENCE

Highly
Satisfied

Satisfied

Moderately
Satisfied

Dissatisfied

50

32

10

45

26

13

13

38

40

10

25

38

24

36

24

21

10

Level of product Knowledge

of bank staff
Quality of response to
customer queries on
product/service
Understanding of customers
needs and unique perspec
Availability and quality of
brochures, sales material
Presentation, Communication
and Mannerism of staff

Not at all
Satisfied

Anova: Single Factor

SUMMARY
Groups
Row 1
Row 2
Row 3
Row 4
Row 5

Coun
t
5
5
5
5
5

Sum
100
100
100
100
100

Averag
e
20
20
20
20
20

SS

df

MS

Varianc
e
422
262
306
183.5
123.5

ANOVA
Source of
Variation
Between
Groups
Within Groups
Total

518
8
518
8

20

259.4

Pvalue
1

F crit
2.8660
81

24

The F Value is much less than the critical or table value which shows that customers
consider all the attributes as important while rating their satisfaction. Therefore the hypothesis that
customers consider all the attributes important while rating their satisfaction stands accepted. The
difference in the sample is due to random sampling error.

SERVICE DELIVERY EXPERIENCE

SERVICE DELIVERY
EXPERIENCE
Timeliness of service
delivery
Sharing of status while workin-progress
Quality and sophistication of
delivery
Behavior and mannerism of
delivery staff
Level of congruence between
time taken to deliver the
services and stipulated time

Highly
Satisfied
43

Satisfied

Dissatisfied

29

Moderately
Satisfied
15

Not at all
Satisfied
7

33

26

11

16

14

32

21

26

12

39

42

28

36

18

13

Anova:
Single
Factor
SUMMARY
Groups
Row 1
Row 2
Row 3
Row 4
Row 5

Count
5
5
5
5
5

Sum
100
100
100
100
100

Avera
ge
20
20
20
20
20

Varian
ce
250
84.5
91.5
355.5
149.5

ANOVA
Source of
Variation
Between
Groups
Within Groups

0
3724

4
20

Total

3724

24

SS

df

MS
0
186.2

Pvalue

F
0

F crit
2.8660
81

The F Value is much less than the critical or table value which shows that customers
consider all the attributes as important while rating their satisfaction. Therefore the hypothesis that

customers consider all the attributes important while rating their satisfaction stands accepted. The
difference in the sample is due to random sampling error

SERVICE EXPERIENCE

SERVICE
Highly EXPERIENCE
Satisfied Moderately Dissatisfied Not at all

Level of service quality vis-vis expectation.

Level of need fulfillment vis-vis expected

Satisfied
36

41

Satisfied
12

Satisfied
7

34

28

23

Anova:
Single
Factor
SUMMARY
Groups
Row 1
Row 2

Count
5
5

Sum
100
100

Avera
ge
20
20

Varian
ce
296.5
145.5

ANOVA
Source of
Variation
Between
Groups
Within Groups
Total

SS
0
1768
1768

df

MS
1
8
9

0
221

F
0.0

Pvalue
1

F crit
5.3176
55
The

F Value is much less than the critical or table value which shows that customers consider all the
attributes as important while rating their satisfaction. Therefore the hypothesis that customers
consider all the attributes important while rating their satisfaction stands accepted. The difference
in the sample is due to random sampling error.

RELATIONSHIP EXPERIENCE

RELATIONSHIP
EXPERIENCE
Frequency and quality of
contact
Knowledge of company
products and customer
opportunities
Conduct and Communication
of relationship person

Highly
Satisfied
54

Satisfied

Dissatisfied

32

Moderately
Satisfied
10

Not at all
Satisfied
0

55

29

10

29

36

14

10

11

Su
m
10
0
10
0
10
0

Avera
ge

Varian
ce

df

MS

Anova: Single
Factor
SUMMARY
Groups

Cou
nt

Row 1

Row 2

Row 3

20

422

20

500.5

20

138.5

ANOVA
Source of
Variation
Between
Groups
Within
Groups
Total

SS
0
424
4
424
4

2
12

0
353.66
67

Pvalue

F
0

F crit
3.8852
94

14

The F Value is much less than the critical or table value which shows that customers
consider all the attributes as important while rating their satisfaction. Therefore the hypothesis that
customers consider all the attributes important while rating their satisfaction stands accepted. The
difference in the sample is due to random sampling error.

Highly
Satisfied
54
40
41

Satisfied

Deposits
Loan
Interst on
loan
Interest on 36
deposit
Process of
45
loan
Third party 36
product

Dissatisfied

36
28
22

Moderately
Satisfied
4
11
12

6
15
16

Not at all
Satisfied
0
6
9

29

14

13

28

13

12

41

12

PRODUCT RELATED FACTORS

Anova: Single
Factor
SUMMARY
Groups

Value

is

less than

Cou
nt

Row 1

Row 2

Row 3

Row 4

Row 5

Row 6

ANOVA
Source of
Variation
Between
Groups
Within
Groups

0
660
2

Total

660
2

critical or

SS

Su
m
10
0
10
0
10
0
10
0
10
0
10
0

df
5
24

Avera
ge

Varian
ce

20

566

20

191.5

20

161.5

20

141.5

20

293.5

20

296.5

MS
0
275.08
33

Pvalue

F
0

F crit
2.6206
54

The
much
the
table

29

value which shows that customers consider all the attributes as important while rating their
satisfaction. Therefore the hypothesis that customers consider all the attributes important while
rating their satisfaction stands accepted. The difference in the sample is due to random sampling
error
GRIEVANCE HANDLING
Anova: Single Factor
Highly
Satisfied Moderately
GRIEVANCE HANDLING
Satisfied
Satisfied
41
22
12
SUMMARY
Timeliness
of complaint
Cou Su Averag Varian
resolution
Groups
nt 35m
e25
ce12
Quality of complaint
10
resolution
Row 1
5 38 0
161.5
6 20
26
Knowledge and empathy of
10
the customer
servicing staff. 5
Row 2
0
20
97
10
Row 3
5
0
20
159.5

ANOVA
Source of
Variation
Between
Groups
Within
Groups
Total

SS
0
167
2
167
2

df
2
12

MS
0
139.33
33

Pvalue

F
0

Dissatisfied
16

Not at all
Satisfied
9

12

13

11

19

F crit
3.8852
94

14

The F Value is much less than the critical or table value which shows that customers
consider all the attributes as important while rating their satisfaction. Therefore the hypothesis that
customers consider all the attributes important while rating their satisfaction stands accepted. The
difference in the sample is due to random sampling error.

ATM SERVICES

Promptness of card delivery

Number of Transactions
The quality of notes (currency)

Highly
Satisfied
47
35
39

Conveniently located

54

ATM Services

Satisfied

Dissatisfied

31
26
20

Moderately
Satisfied
22
28
16

0
5
18

Not at all
Satisfied
0
6
7

31

11

Anova: Single
Factor
SUMMARY
Groups

Cou
nt

Row 1

Row 2

Row 3

Row 4

Su Avera Varian
m
ge
ce
10
0
20 413.5
10
0
20 186.5
10
0
20 137.5
10
0
20 503.5

ANOVA
Source of
Variation
Between
Groups
Within
Groups
Total

SS
0
496
4
496
4

df
3
16

MS
0
310.2
5

Pvalue

F
0

F crit
3.2388
72

19

The F Value is much less than the critical or table value which shows that customers
consider all the attributes as important while rating their satisfaction. Therefore the hypothesis that
customers consider all the attributes important while rating their satisfaction stands accepted. The

difference in the sample is due to random sampling error.

INTERNET BANKING SERVICES

INTERNET BANKING
SERVICES
Account information and
balance enquiry
E- payments
Account to Account transfer
Statement request( by email,
fax, mail)

Highly
Satisfied
54

Satisfied

Dissatisfied

36

Moderately
Satisfied
4

Not at all
Satisfied
0

36
30
41

29
23
24

14
32
26

8
4
9

13
11
0

Anova: Single
Factor
SUMMARY
Groups

Cou
nt

Row 1

Row 2

Row 3

Row 4

Su Avera Varian
m
ge
ce
10
0
20
566
10
0
20 141.5
10
0
20 147.5
10
0
20 253.5

ANOVA
Source of
Variation
Between
Groups
Within
Groups
Total

SS
0
443
4
443
4

df
3
16
19

MS
0
277.1
25

Pvalue

F
0

F crit
3.2388
72

The F Value is

much less than the critical or table value which shows that customers consider all the attributes as
important while rating their satisfaction. Therefore the hypothesis that customers consider all the
attributes important
while rating their
satisfaction

stands

accepted.

The

difference

in

the

sample is due to
random

sampling

error.

Highly
Satisfied
Satisfied
26
Bank has up - to - date 37
equipment & technology
40
25
SUMMARY
Location of the Bank
Cou ofSuATM
Avera
Varian
46
30
Sufficient number
Groups
nt
m
ge
ce
machines
34
26
Cash counting machines10
Row 1
5
0
20
129.5
28
Counter partitions in bank and 40
10
Rowits2 branches
5
0
20
159.5
21
Materials associated with
10 the 35
Rowbanks
3 office
5
0
20
350.5
10
Row 4
5
0
20
148.5
10
Row 5
5
0
20
191.5
10
Row 6
5
0
20
130.5

Anova:
TANGIBILITY
Single
Factor

Moderately
Satisfied
14

Dissatisfied
9

Not at all
Satisfied
5

12
19

13
5

10
0

25
11

4
15

11
6

26

12

TANGIBILITY

ANOVA
Source of
Variation
Between
Groups
Within
Groups
Total

SS
0
444
0
444
0

df

MS

24

185

29

Pvalue
0

F crit
2.6206
54

The F Value is much less than the critical or table value which shows that customers
consider all the attributes as important while rating their satisfaction. Therefore the hypothesis that
customers consider all the attributes important while rating their satisfaction stands accepted. The
difference in the sample is due to random sampling error.

SECURITY

SECURITY

Security for ATMs

Online filling
Protection of banking
transactions
Privacy / Confidentiality of the
bank.
Care in collection of personal
information

Highly
Satisfied
34
36

28
31

Moderately
Satisfied
21
18

7
6

Not at all
Satisfied
10
9

32

29

24

11

40

30

19

45

28

13

12

Satisfied

Anova: Single
Factor
SUMMARY
Groups

Cou
nt

Row 1

Row 2

Row 3

Row 4

Row 5

Su Avera Varian
m
ge
ce
10
0
20 132.5
10
0
20 174.5
10
0
20 144.5
10
0
20 231.5
10
0
20 240.5

ANOVA
Source of
Variation

SS

df

MS

Pvalue

F crit

Dissatisfied

Between
Groups
Within
Groups
Total

0
369
4
369
4

20

184.7

2.8660
81

24

The F Value is much less than the critical or table value which shows that customers
consider all the attributes as important while rating their satisfaction. Therefore the hypothesis that
customers consider all the attributes important while rating their satisfaction stands accepted. The
difference in the sample is due to random sampling error.

FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS ON SERVICE QUALITY RATING COMPARED WITH

RESPONDENTS PROFILE

The satisfaction level of customers in the age group of more than 65 years
is highest with the mean score of 3.83 and the lowest satisfaction is of those
customers who belonged to the age group less than 25 years.

The satisfaction level of customers in respect to service quality was rated

higher by female customers as compared with male customers.

There is considerable variation observed in the ratings given by customers

belonging to various occupational groups.

Homemakers respondents who were the least number, expressed least

satisfaction of the customer service quality of Banks. Business class has
given a high rating to the quality of Banking services.

Banks focus more on the high net-worth individuals and business classes
Hence satisfaction of high income group and business class have expressed
high levels of satisfaction.

degree of standardization of services by Banks in India are found as the

service quality rating has very less variation from one bank to another.

SBI, a public sector bank is rated highest amongst all the banks under study.
Foreign Banks like Citi Bank and ABN AMRO have also gained good credit
from its customers. The least score is of Union Bank of India.

The customer service quality rating has been very high in case of private
banks and low in case of public sector banks.

Customer service quality rating varies with categorical variables like

employment, income, city, name of the bank, type of bank and the type of
account. However, customer service quality rating doesnt vary with age,
gender and duration of account.

FINDINGS FROM BANKERS PERCEPTION ON SERVICE

QUALITY
All the three types of banks public, private and foreign banks perceive
that they are good in all the five dimensions of service quality namely
reliability, empathy, responsiveness, tangibility and assurance
Three things customers should appreciate in bank

In Public sector banks, honest, disciplined and trustworthy employees,

reasonable interest rates, high employee understanding levels are the
three things that was highlighted.

In Foreign banks, trained employees, better bank performance and

simplified procedure are the three things that needs appreciation
according to bankers

In Private Banks, friendly employees, reasonable interest rates and

simple loan procedure are the three top things that need appreciation by
customers.

Top three challenges faced to deliver services as expected by

customers

Public sector banks face big challenge in providing Quick Service,

handling customer attitude and difficulty in communicating with
customers.

Foreign banks face challenges with regards to high expectations of

customers, Non-Recovery of loans and maintaining rapport and
communication with customers.

Private sector banks face challenges in Quick Service, making customers

understand rules and regulations, and convincing customers in loan
sanctioning and Recovery of loans.

SUGGESTIONS TO IMPROVE THE BANK SERVICES

ACCORDING TO BANKERS

Public sector banks suggest: increase human resources, hire skilled and young staff, and
bringing technological improvement

Foreign bank employees suggest: train employees on interpersonal relationships, focus on other
classes of society than focusing only on HNI customers and increase the number of Branches

Private sector bank employees suggest: Recruit employees who are well versed in local
language, Increase number of branch nation-wide including rural areas, Improvement in
technology and infrastructure.

The expectations of the customers are on the increase, especially those customers who belong
to generation . Hence banks have to revisit their traditional practices and adapt themselves to
satisfy the needs of the young customers.

Banks are focusing more on High net worth individuals, and business classes, the other
customer segments have been ignored to a very great extent, reflecting low satisfaction scores
from the latter. A conscious effort is needed to work on all the segments and, make every
segment profitable.

Metro cities satisfaction scores were high but when we look at individual servqual gaps, the
gaps are also high and significant. This shows that there is a need for the bank branches in
metros to work on details rather than focusing on the big picture.

Public sector banks, reliability is high whereas, low on tangibility. Foreign banks reliability is
high. Private banks assurance gap is high. Hence, Private and Public sector banks have to focus
on assurance, whereas Foreign banks have to work on reliability.

Professionalism not only speaks about the way of doing things, but also takes into account, the
way you present yourself as a part of the organization. To maintain a standard, it is very
essential that the bank follows a dress code with its employees.

Efficient and knowledgeable employees are always a big boon for any organization. Employees

should be trained on technical and behavioral aspects, so that banks can deliver quick and
prompt services.

Establishing branches in every possible area would be a better way to progress. This would
really help banks to create more accounts and give more reach to the banks.

CONCLUSION
The customer needs grow with no limits, and it is very much evident from the various
service offerings by the other banks day to day. Not just to rebel the competition with the private
and the foreign banks, but also to retain the existing customers, it is very necessary that the public
sector banks take a charge on this. Irrespective of the banks, employees who interface the
customers directly, are ought to be very empathetic and should be able to understand the customer
needs and requirements. Training the human resource in this regards would help the banks retain
their customers and also attract more. Customer relationship is one another aspect the banks need to
be given par importance. Managing customer relation efficiently is an advantage that the banks
should concentrate to win the situation. The banks should focus on pooling and retention of
customers. Large database would create a trust and reliability culture which would bring in more
and more customers. Addressing to the individual customer needs is one crucial aspect to be
considered, as the customer would find himself as a part of the organization. This would build a
good relationship between the bank and the customer.

Public sector banks are always known for the trust, they have developed with the customers
and for their existence in the society for a very long period of time. Hence, it is suggested that the
public sector banks keep the trust factor and improve on the other aspects of service quality. Also it
is advisable that the public sector banks associate more with the technology and good infrastructure
facilities to provide timely and efficient service to the customers. Publicizing the bank in the right
area adds value to the brand. Foreign banks utilize the proper media resource for promoting their
services. Its very important that both the public and the private sector banks come forward and use
the same to a greater extent.