1.

0 INTRODUCTION
The success of any research depends upon the accuracy of the research methodology adopted which is further dependant on the objectives of the research. This chapter presents the systematic methodology followed in this research to gain some meaningful insights pertaining to the objectives and sub objectives. This chapter will provide the details of the research methodology of the present study. This includes statement of problem, research objectives, sampling design, data collection, data tabulation and conclusion and limitations of the research are covered.

1.1 STATEMENT OF THE PROBLEM

The problem deal with impact of innovative practices on the performance of private sector banks and satisfaction of the customers.

1.2 RESEARCH BJECTIVES

The study specifically seeks to achieve the following. 1. 2. To examine innovative practices in the banking industry in post liberalization era. To study innovative products and services offered by private sector banks.

3. 4.

To study banking perform and emerging challenges after reform. To find level of customers satisfaction with bank services.

1.3 RESEARCH HYPOTHESIS

The following are the formulated hypothesis. 1. There is no significant difference in customer satisfaction with respect to quality of customer services offered by selected banks. 2. There is no significant difference in customer satisfaction in variety of products/range of products offered by selected banks. 3. 4. 5. 6. There is no significant difference in convenience of services in selected banks. There is no significant difference among selected banks with respect to honesty/transparency. There is no significant difference in the security of transactions in the selected banks. There is no significant difference in customer satisfaction with respect to ATM facility offered selected by banks. 7. There is no significant difference in customer satisfaction with respect to internet banking facility offered selected by banks.

1.4 RESEARCH DESIGN

Research is an iterative process by conducting one research project we learn and may need additional research. This means that we need multiple research designs. The research design thus chosen for this research is exploratory and descriptive research design. Exploratory research is a type of research conducted because a problem has not been clearly defined. The objective of exploratory research is to gather preliminary information that will help design problems, suggest hypothesis, and learn what is going on there? Hence exploratory research design was used because the problem was not clearly defined. Exploratory research often relies on secondary research such as reviewing available and or data, or quantitative approaches such as informal discussion. Review of research was under taken through secondary data collection from varied sources like libraries, journals, books, magazines, report and the World Wide Web. The review of research helped in formulating the objectives for the research and developing hypothesis.

1.5 SAMPLING DESIGN

1.5.1 SAMPLING TECHNIQUE

The sampling technique used in this research was simple random sampling. It may be noted that simple random sampling is the basis of sampling technique. Where we select a group of subject (a sample) for study from a larger group (population). Each individual in chosen entirely by chance and each member of the population has an equal chance of being included in the sample. Every possible sample of a given size has the same chance of selection. 1.5.2 SAMPLE SIZE Private sector banks (ICICI BANK, HDFC BANK, UTI (AXIS) BANK, PNB BANK, SBI BANK) have been taken for the study for the current research. The survey was done using paper questionnaires which were administered to respondents, who were present in the banks or other places in the city covered in this research Gomtinagar. A total of 100 responses were to make the presentation of research more simulative. This is an empirically study. TABLE SAMPLE Sample design Sample region Sample size Simple random sampling Uttar Pradesh 100

1.5.3 SCALING TECHNIQUE: This research used a five point likert rating scale which is widely used rating scale the requires the respondents to indicate a degree of satisfaction or dissatisfaction with series of statements about the stimulus objects. These scales are easy to construct and respondent feels comfortable to answer questions with scale. The larger the scale the grater is reliability but lower scales are easier for responded to answer. Therefore, a balance between brevity and reliability has to be struck to determine optimal scale. Hence, a scale of 1-5 has been chosen in the study. 1.6 DATA COLLECTION 1.6.1 SOURCE OF DATA The study is based on primary and secondary data. The primary data has been colleted through personal contact with customers where as source of secondary data were published and unpublished work from the banks record. 1.6.2 SECONDARY DATA Published and annual reports of the private sector bank and reserve bank of India, various journal books, magazines and other data from government and non government bodies will also be collected for the study. Reports on trends and progress of banking in India, RBI bulletin being the data source are used for the study.

1.6.3 PRIMARY DATA The primary data will be collected through personal contact with customers of banks for which pre-structured questionnaire has been adopted. 1.6.4 PILOT STUDY A pilot study was conducted with the objectives of the testing various scales and reefing the questionnaire was administrated to 25 respondents in Gomtinagar. The plot survey was selected on the basis of simple random sampling. Fortunately, all those contacted for the pilot survey responded with ease. It should be noted that the respondents were similar to those who were included in the subsequent final survey i.e. there were drawn from the sample population. 1.6.5 FINAL STUDY Research of pilot study led to many modifications for the final study. A number of changes were brought about in the final study. The data collection for survey was done from Jan o June 2010 in the three cities for the research.

1.6.6 DATA TABULATION

The data collected in final survey through the above deliberations was tabulated using XL sheet 2003. 1.6.7 DATA ANALYSIS TOOLS In this research composition of data was analysed and the best option derived was to use the following tools. A) Mean B) Standard deviation C) ANOVA (F test)

1.6.8 DATA PRESENTATION In this research the presentation of the entire analysis is structured on the basis of the hypothesis which is sequenced in the order of the issue being discussed. This presentation in done using the, tables, pie charts, bar diagrams and graphs at the appropriate places in order to make the analysis more comprehensible and under standing at a glance.

1.7

LIMITATIONS OF RESEARCH

Every research is based upon certain assumptions which are actually the pre defined boundaries within which the research is conducted. These assumptions are the limitations of the research undertaken. The following is limitation in the study. 1. Time and fund for the research were impending factors. 2. Public sector banks, cooperative banks, and foreign banks do not fall within it preview. 3. Respondents reluctant to give accurate answers. 4. Own personal limitations and prejudices could have affected the research process and its analysis.