CUSTOMER SATISFACTION OF PUBLIC AND PRIVATE SECTOR

BANK- :A STUDY

SIP Project submitted in partial fulfillment of the requirements for the

PGDM 2013-2015

By Bharti Wadhwani
2013075

Supervisors:

1. Mrs Nidhi Mulik

2. DR. V.S Chauhan

Institute of Management Technology, Nagpur

2013-15

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ACKNOWLEDGEMENT

I heartily acknowledge my guide, Mrs Nidhi Mulik (Human Resource Manager, Mobility &
Computing Products), and Miss Supriya Chattergee (Assistant Human Resource Manager,
Mobility & Computing Products) for their earnest endeavors put in accomplishing my project-
“Market Research and Analysis on Customer Satisfaction of public and private banks”

It had been my pleasure to be under their auspicious for two months durations in Persistent Ltd
Nagpur. The conductive atmosphere prevalent in office and their unceasing rendered help on and
off field have been instrumental in my studies.

I would also like to express my gratitude to my college mentor Dr. V.S.Chauhan for helping me
in my project completion

Apparently, I would remain indebted to them in times to come. The alliance sequel to it is now
cemented and hopefully I would feel fortune myself if I am of any service to make company
progress by leaps and bounce.

Last but not the least; I would also like to thank my family who were always there to assist me
whenever I needed help. It would have been impossible to successfully

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 Table of Contents.

Acknowledgement 2
Executive summary 4
Introduction 6
Abstract 6
History of the banking sector 7
Emerging trends in the banking sector 8
Customer satisfaction 8
Customer satisfaction in banks 9
Literature review 10
Research methodology 11
Tabulation and findings 13
Conclusion 27
Conclusion from interview 28
Limitation 30
Scope of further improvement 31
Questionnaire 32

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 EXECUTIVE SUMMARY

The project that was assigned to me basically dealt with the study of customer satisfaction of
public and private banks of Nagpur.

I was given three tasks. The first task was to make a questionnaire and the survey was conducted
on private and the public banks. The sample space of 5 public and 5 private banks were taken.
The study of banks was done by visiting the banks. A target of 50 people was taken from each
bank. The private banks that were chosen for the study are ICICI Bank, Axis Bank, Indusind
Bank, Yes Bank, Kotak Bank. The sample space of public banks is Union Bank of India, Bank
Of Maharashtra, State Bank of India, IDBI bank, and Bank of Baroda.

The second task was to interview the customers of the bank. This was also done by visiting the
targeted banks. For this method questions were asked from the interviewer. Open ended
questions were asked in the interview. The parameters on which survey were conducted are

1- Loan Facilities
2- Types of services
3- Online payment service
4- Staff that can handle the complaints and problems of the customers efficiently.
5- Communication
6- Proximity to ATMS
7- Quality of service
8- Location and infrastructure
9- Reliability
10- Awareness through SMS ,Emails about the new products
11- Mobile Banking
12- Response to the customer complaints
13- Transparency to maintain the confidential information.
14- Credit policies

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These are the several Parameters on which survey was done.

The third task was to analyze data that was collected through questionnaire. The data entries of
questionnaire were entered in excel. This tool was used to analyze the collected data through Pie
charts which was helpful in drawing conclusion and inferences for the customer satisfaction of
the public and the private banks.

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INTRODUCTION

Abstract

Like any other financial service industry banking industry is facing a changing market new
technologies fierce competition new technologies economic uncertainties and more demanding
customers and this changing environment has presented a set of unprecedented set of challenges.
The future of any banking industry is defined by its customer satisfaction. The whole range of
activity and the generation of the income swivels around the customer. Now all the banks of
public and private sectors are now moving from the peaceful environment to the stiff competition
for the customer satisfaction in order to make profits .This paper tries to find out the customer
satisfaction in the public and the private banks. Simple random sampling technique is used and
the sample data of around 300 customers of public and private banks is taken into the
consideration. This study is a small facet in understanding the customer satisfaction in the public
and the private banks.

Someone has rightly said that the experience we get through practical work is better and closer to
the real world then what we get through the theoretical exposure. This helps the students in
understanding the real world situation.

The Market Research on the ‘’ Customer satisfaction offered by different public and private
sector banks “ aims to find out the various services offered by the private sector banks and the
public sector banks. For this purpose private and the public sector banks have been chosen.
Research work is important for any management student education. A management student has
to quite often do the research work.

From this study we came to know that customer satisfaction plays an important role in the
customer lifetime value i.e. the profits the organization gains through the customers throughout
their lifetime.

The satisfaction of the customers depend on the proximity to the A.T.M s, employees attitude
towards solving the problems, attitude of the employees, interest on deposits, internet banking
facility, mobile banking facility, willing nature of the employee to solve the problems, their
ability to maintain the confidential information and many such aspects that determine the
customer satisfaction of both the private and the public banks.

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The purpose of this study is to find out the customer satisfaction of the public and the private
banks with respect to the services provided by the Indian banks. .The relation dimension on
which these differences have been made are studied and are analyzed on those basis.

History of the banking sector

Bank plays a very significant role in the development of the modern economy. Traditionally
private banks have been stopped from providing the banking facilities and the public banks
enjoyed the complete protection but from the 1990 the scenario has changed. But with the advent
of technology in the banking sector the scenario has changed, technology has made possible
anywhere banking and anytime banking. The financial sector now is operating in the competitive
environment and now faces also the international transaction flows. The Biggest challenge for
the public banks is to match the market requirements in the wake of global financial regulation
rather than being promoted by the government. Foreign banks and the private banks have
adopted the change in the technology and they have adapted to the change of technology.
Deregulation, liberalization and globalization have brought immense competition and reduced
market shares. It is said that maintaining the existing customers is easier than creating the new
ones. Now in this era creating customer satisfaction is important in retaining the customer.

Banking has originated in India in the eighteenth century. The first bank was the General bank in
India and also the bank of Hindustan both of which are the now defunct. The oldest bank of India
is the State bank of India, which came in existence in June 1806 in bank of Calcutta which then
immediately became the bank of Bengal. The three presidency banks were the bank of Bombay
and the bank of madras all of which are established now under the charters from the British east
India Company

The Calcutta bank was established by the Indian merchants in Calcutta, but it failed because of
the economic crisis. The Allahabad bank which came in 1865 is the oldest bank for the joint
stock in India and is still functioning today. It was not the first bank. That honor belongs to the
bank of upper India which came into existence in 1863 and survived till 1913 and its assets and
liabilities being transferred to the Alliance Bank of Shimla. Foreign banks then arrived, mostly in
Calcutta.

8
The first joint stock bank is the Oudh commercial bank which came into existence in 1881 in
Faizabad. But due to certain reasons in 1958.The next bank was the Punjab national bank which
was established in Lahore in 1895 which is still present and is now one of the largest banks in
India. The time period from 1906 and 1911 saw many establishments of bank by swadeshi
movement. The swadeshi movement encouraged many local businessmen and the political
figures to found the banks of the Indian community. Many banks established then have survived
to the present like Bank of India, Bank of Canara, Bank of Baroda and Central Bank of India.

Emerging Trends in Banking Sector

The liberalization process that was bought about a long time back has changed the several
sectors of our Indian economy. The consumption of the people in India has almost fuelled robust
demand for the financial products which are especially from the banking domain. Because of so
much competition the customers have many expectations from the banks. In order to remain in
the market there is a need to bring more lucrative and attractive customer friendly products for
the consumers. The new emerging products should be delivered by taking full advantage of the
new upcoming technologies. Technology has become a business driver which was expected to be
the business enabler. It has seen a rapid growth in terms of the mobile banking internet banking
CRM etc. with increased norms by the Reserve Bank of India ,the players who are from the
banking industry both Indian and global are now stepping towards the mergers and acquisitions

Customer satisfaction

Customer satisfaction according to the business term is a measure of how the products and
services supplied by an organization meet the customer expectation. It is accounted for the
performance of the business and is a part of the balance scorecard.

The actual measure of the satisfaction of the customer will differ from person to person and
product to product and also from service to service. The actual state of satisfaction depends on
the number of factors which correlate with satisfaction behaviors such as the recommend and the
return rate. It also depends on the other factors against which the customer can compare with the
organizations product.

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Satisfaction of the banking services and their products is an area of growing interest to the
research managers. The banking industry is facing many changes .The banking industry is now
facing many competition and it has become absolutely important both for the private and the
public banks to determine the parameters on which customer select their bank.

Customer satisfaction in Banks

Bank plays a very significant role in the development of the modern economy. Traditionally
private banks have been stopped from providing the banking facilities and the public banks
enjoyed the complete protection but from the 1990 the scenario has changed. But with the advent
of technology in the banking sector the scenario has changed, technology has made possible
anywhere banking and anytime banking. The financial sector now is operating in the competitive
environment and now faces also the international transaction flows. The Biggest challenge for
the public banks is to match the market requirements. Foreign banks and the private banks have
adopted the change in the technology and they have adapted to the change of technology.
Deregulation, liberalization and globalization have brought immense competition and reduced
market shares said that maintaining customers is easier than making the new ones. Now in this
era creating customer satisfaction is important in retaining the customers.

10
LITERATURE REVIEW

Customer satisfaction is an important parameter for the market and consumer Research.. It is
considered as an important tool in today marketing world. Thus the importance of customer
satisfaction and retaining of the existing customers cannot be overstated in a highly competitive
world. As a result customer satisfaction has become an important tool in today competitive
world. Customer satisfaction is a major outcome of the marketing activity and also it serves as a
link between the consumers buying behavior. Customers who are satisfied in with a particular
offering or a service has a tendency to buy it again.

Satisfaction itself can refer to a number of different facts of the relationship with a customer. For
example, it can refer to any or all of the following:
Bank plays a very significant role in the development of the modern economy. Traditionally
private banks have been stopped from providing the banking facilities and the public banks
enjoyed the complete protection but from the 1990 the scenario has changed. But with the advent
of technology in the banking sector the scenario has changed, technology has made possible
anywhere banking and anytime banking.
The financial sector now is operating in the competitive environment and now faces also the
international transaction flows. The Biggest challenge for the public banks is to match the market
requirements. Foreign banks and the private banks have adopted the change in the technology
and they have adapted to the change of technology. Deregulation, liberalization and globalization
have brought immense competition and reduced market shares said that maintaining customers is
easier than making the new ones. Now in this era creating customer satisfaction is important in
retaining the customers.
Bank plays a very significant role in the development of the modern economy. Traditionally
private banks have been stopped from providing the banking facilities and the public banks
enjoyed the complete protection but from the 1990 the scenario has changed. But with the advent
of technology in the banking sector the scenario has changed, technology has made possible
anywhere banking and anytime banking.
Satisfaction of the banking services and their products is an area of growing interest to the
research managers. The banking industry is facing many changes .

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RESEARCH METHODOLOGY

Objective

Comparison of customer satisfaction in public and private banks

Sampling Design

Since most of the people in the country are engaged in the bank transactions, it would not be
feasible to interview all of them. Hence the sampling method is used.

The basic idea of using sample is to prove useful in drawing valid conclusions and help in
achieving some reliable result for the research conducted.

The sample space of bank is-

Names of the five private banks are as follows

1. Axis Bank
2. Standard Chartered Bank
3. ICICI Bank
4. Yes Bank
5. Kotak Bank

Name of the five public banks

1. Union Bank of India

2. Bank of Maharashtra
3. State Bank of India
4. IDBI bank
5. Bank of Baroda

Sampling Frame

Since only people who hold bank accounts and are engaged in frequent bank transactions are
applicable for this research

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Type of Sample

For this research the probability random sampling method is used

Sample Size

The sample size of 500 respondents has been taken

Research Design

Purpose of the study

The research methodology is of descriptive type which is taken to find out the attitude of
customers towards the public and the private sector banks while doing the transactions.

It aims to know the answers of questions like

 The location of your bank is convenient

 The attitude of employees
 The problem handling Techniques
 The parking facilities
 Satisfaction of the customers

Instruments

The instrument which is used for the research is questionnaire which was prepared considering
the various aspects that influence the customer satisfaction of the consumers of the ban Data
Collection Time -The data collection time was from the second week of May to the second week
of June.

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Tabulation and findings

H0-There is no significant difference in the service charges imposed by the public and private
bank

H1- There is significant difference in the service charges imposed by the public and private
banks.

Variable Variable
1 2
Mean 3.04 3.073826
Variance 1.837315 1.163432
Observations 150 150
Pooled Variance 1.501508
Hypothesized Mean
Difference 0
Df 297
t Stat -0.23866
P(T<=t) one-tail 0.405766
t Critical one-tail 1.65
P(T<=t) two-tail 0.811532
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-There is no significant difference in the interest provided by the public and the private banks

H1- There is significant difference in the interest provided by the public and the private bank

Variable 1 Variable 2
Mean 3.060403 3.261745
Variance 2.016597 1.059405
Observations 150 150
Pooled Variance 1.538001
Hypothesized Mean Difference 0
Df 296
t Stat -1.40131
P(T<=t) one-tail 0.081084

t Critical one-tail 1.650018

P(T<=t) two-tail 0.162168

t Critical two-tail 1.968011

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-there is no significant difference in the credit card policies provided by the public and the
private bank

H1-there is significant difference in the credit card policies provided by public and private bank.

Variable Variable
1 2
Mean 5.835171 3.201342
Variance 1269.743 1.080809
Observations 150 150
Pooled Variance 641.7764
Hypothesized Mean
Difference 0
Df 299
t Stat 0.901836
P(T<=t) one-tail 0.183935
t Critical one-tail 1.649966
P(T<=t) two-tail 0.36787
t Critical two-tail 1.96793

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

16
H0-There is no significant difference in the provision of ATM in the multiple location in the
public and private banks.

H1- There is significant difference in the provision of ATM in the multiple locations in the
public and private banks.

Variable Variable
1 2
Mean 5.835171 3.201342
Variance 1269.743 1.080809
Observations 150 150
Pooled Variance 641.7764
Hypothesized Mean
Difference 0
df 299
t Stat 0.901836
P(T<=t) one-tail 0.183935
t Critical one-tail 1.649966
P(T<=t) two-tail 0.36787
t Critical two-tail 1.96793

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-There is no significant difference in the e-banking services provided by the public and
private banks

H1- There is significant difference in the e-banking service provided by the public and private
banks

Variable Variable
1 2
Mean 3.333333 3.469799
Variance 1.646532 1.291311
Observations 150 150
Pooled Variance 1.46952
Hypothesized Mean
Difference 0
Df 297
t Stat -0.97328
P(T<=t) one-tail 0.165603
t Critical one-tail 1.65
P(T<=t) two-tail 0.331206
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-there is no significant difference in the safety provided by banks in the public and private
bank

H1- there is significant difference in the safety provided by banks in the public and private banks

Variable Variable
1 2

Mean 3.32 3.516779

Variance 1.776107 1.170325
Observations 150 150
Pooled Variance 1.474236
Hypothesized Mean
Difference 0
Df 297

t Stat -1.40119
P(T<=t) one-tail 0.0811
t Critical one-tail 1.65
P(T<=t) two-tail 0.162201
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-There is no significant difference in the customers having an account in the public and
private banks because of the employees in bank.

H1- There is significant difference in the customer having an account in the public and private
banks because of the employees in bank

Variable Variable
1 2
Mean 3.38 3.261745
Variance 1.498926 1.275621
Observations 150 150
Pooled Variance 1.38765
Hypothesized Mean
Difference 0
Df 297
t Stat 0.867926
P(T<=t) one-tail 0.193068
t Critical one-tail 1.65
P(T<=t) two-tail 0.386135
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-There is no significant difference in the location of the public and the private bank.

H1- There is significant difference in the location of the public and the private bank.

Variable Variable
1 2
Mean 3.413333 3.162162
Variance 1.385056 1.633388
Observations 150 150
Pooled Variance 1.508383
Hypothesized Mean
Difference 0
Df 296
t Stat 1.765153
P(T<=t) one-tail 0.039285
t Critical one-tail 1.650018
P(T<=t) two-tail 0.078569
t Critical two-tail 1.968011

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

21
H0- there is no significant difference in the bulletins provided for new products and services in
the public and private banks

H1- there is no significant difference in the bulletins provided for new products and services in
the public and private banks

Variable Variable
1 2
Mean 3.2 3.322148
Variance 1.14094 1.368493
Observations 150 150
Pooled Variance 1.254333
Hypothesized Mean
Difference 0
df 297
t Stat -0.94294
P(T<=t) one-tail 0.17324
t Critical one-tail 1.65
P(T<=t) two-tail 0.34648
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-there is no significant difference in the friendly attitude of public and the private bank

H1-there is significant difference in the friendly attitude of public and the private banks.

Variable Variable
1 2
Mean 3.2 3.322148
Variance 1.342282 1.368493
Observations 150 150
Pooled Variance 1.355343
Hypothesized Mean
Difference 0
df 297
t Stat -0.90712
P(T<=t) one-tail 0.18254
t Critical one-tail 1.65
P(T<=t) two-tail 0.36508
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

23
H0-There is significant difference in the way how bank staff plays significant attention to the
need of the customers in the public and private bank.

H1-there is no significant difference in the way how bank staff pays attention to the need of the
customers.

Variable Variable
1 2
Mean 3.246667 3.216216
Variance 1.690425 1.27266
Observations 150 150
Pooled Variance 1.482954
Hypothesized Mean
Difference 0
Df 296
t Stat 0.215823
P(T<=t) one-tail 0.414637
t Critical one-tail 1.650018
P(T<=t) two-tail 0.829274
t Critical two-tail 1.968011

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-There is no significant difference in the problem solving of employees in the public and the
private banks.

H1-There is significant difference in the problem solving of employees in the public and private
banks.

Variable Variable
1 2
Mean 3.34 3.100671
Variance 1.299732 1.158716
Observations 150 150
Pooled Variance 1.229461
Hypothesized Mean
Difference 0
Df 297
t Stat 1.866126
P(T<=t) one-tail 0.031505
t Critical one-tail 1.65
P(T<=t) two-tail 0.063009
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

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H0-There is a significant difference in the customer service of the public and private banks.

H1-there is a significant difference in the customer service of the public and the private banks.

Variable Variable
1 2
Mean 3.293333 3.302013
Variance 1.416734 1.077091
Observations 150 150
Pooled Variance 1.247484
Hypothesized Mean
Difference 0
Df 297
t Stat -0.06719
P(T<=t) one-tail 0.473238
t Critical one-tail 1.65
P(T<=t) two-tail 0.946475
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

26
H0-there is a significant difference in the customer satisfaction of the public and private bank.

H1-There is no significant difference in the customer satisfaction of the public and private bank.

Variable Variable
1 2
Mean 3.3 3.375839
Variance 1.728188 1.006439
Observations 150 150
Pooled Variance 1.368529
Hypothesized Mean
Difference 0
Df 297
t Stat -0.56049
P(T<=t) one-tail 0.287784
t Critical one-tail 1.65
P(T<=t) two-tail 0.575567
t Critical two-tail 1.967983

The value of t-stat is falling in the acceptance region. Therefore the null hypothesis is not
rejected

27
 CONCLUSION

According to the survey carried out it has been found through the analysis carried out using t-test
that there is no significant difference in the services offered by the public and the private banks.
People have more or less same kind of satisfaction level for the services offered by the public
and the private banks. There is no major customer preference in the services offered by the
public and the private banks.

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Conclusion from interview

Loan and related facilities with clear and standard terms and conditions
Customers think that even though it is easy to get loan in the private bank but still the conditions
of getting loan at public banks are more clear than the loan getting facilities in the private bank
whereas in private banks the terms and conditions changes very fast.

Variety of services

The types of services at private banks is more than the public banks

Online services and payment

Most of the customers are satisfied with the online services at the private banks than compared to
the public banks

Well trained and mature staff to handle the errors

Even Though Private Banks have more young staff that is well trained as what we find in Public
banks but respondents still feel that mature staff is present in Public Sector Banks who can
handle the queries more intelligently.

Communication

Communication plays a very important role in deciding the bank; customers are comparatively
more satisfied with the private banks than they are satisfied in the public banks.

Credit policies and insurance

In terms of credit policies and insurance , public banks are more preferred than the private banks.

Proximity to ATMS

The private sector banks are providing more satisfied ATM services then public sector banks

Service quality

Private Banks are providing more satisfaction in the service quality than the public banks

29
Location and infrastructure

The customers are comparatively more satisfied with the location and infrastructure of private
banks than public banks.

Customer Satisfaction

Public bank customers are comparatively dissatisfied with the bank them with respect to the
understanding the customer expectation

Infrastructure

Customers of public sector banks are not satisfied as compared to the private banks like the icici
bank

Reliability

Most of the customers find public bank more reliable in terms of deposits and other security
issues as compared to the private banks. Thus we see that reliability plays an important role in
the preference of the banks

Response to the customer complaints

Private sector banks are more responsive to the customer complaints; they try to solve the
problems of customers immediately as compared to the public sector banks. The staff of icici is
quite responsive of that compared to the other private banks

Awareness through SMS, Emails about the new products and schemes

Many of the respondents feel that like most of the private and public banks provide information
about new products and schemes through SMS and e-mails but public banks are not aware of
these kinds of services. Hence there is a poor communication on public bank side.

Mobile banking

Punjab national bank and also some other public banks are not offering mobile banking services
,hence private banks are more preferred in terms of private banking.

30
LIMITATION

 Limitation of the study may be error in the sampling method

 There can be sampling biases in the study which will not give valid result.
 Although we have tried to reduce this error by using suitable sampling methods
 The sample size and the actual customers were limited because of the limited time period.
 Many customers are not interested in giving the surveys so there can be some error in
results.
 There can be gender biases in the study.
 There can be error due to language barrier.
 These are some of the limitations while measuring customer satisfaction in the banking
industry.

31
SCOPE OF FURTHER IMPROVEMENT

 Sample size can be increased so this will help in getting proper and accurate result.
 Proper Communication should be made so that customer understands the survey.

QUESTIONNAIRE

Name of the respondent: __________________________________

Work Phone: ____________________ Email id: ______________________

Age: __________ Gender: ______________

Income: _____________________ Bank Branch: _________________

Education-: __________________________________

1-The type of your bank?

1-Private Bank

2-Public Bank

3-Both Public and Private Bank

32
2-Service charge your bank imposes is competitive?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

3-Your bank gives good interest rate on savings account?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

4-Your bank provides good credit card facilities?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

5-Your bank provides ATM service in multiple locations.?

1-strongly disagree

2-disagree

3-neutral
33
4-agree

5-strongly agree

6-Your bank provides good E-Banking service?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

7-Your bank provides safety for your funds?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

8-You have an open account in this bank because of personal relationship with any of the
employee?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

34
9-Location of your bank is convenient?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

10-Bulletins are provided in your bank on some new products and services?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

11-The attitude of your bank staff is friendly?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

35
12-Your bank staff gives prompt attention to your need?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

13-Your bank staff handles your problems efficiently?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

14-Your bank provides you a good customer service.?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

36
15-Are you satisfied with your bank ?

1-strongly disagree

2-disagree

3-neutral

4-agree

5-strongly agree

37