MARKET SURVEY REPORT ON

CUSTOMERS SATISFACTION TOWARDS BANKING SERVICES OFFERED BY UCO BANK IN MORADABAD

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATION TEERTHANKER MAHAVEER UNIVERSITY MORADABAD

Project Guide Dr. Chanchal Chawla

Submitted By Aditya Kumar BBA-V Sem. R0912011012

INTRODUCTION
This project report is based on the survey which has been done in the Moradabad city. This survey is conducted on the CUSTOMERS SATISFACTION TOWARDS BANKING SERVICES OFFERED BY UCO BANK. The sample area of my research is Moradabad and the sample size is 50.The respondent of the survey are the customers of UCO BANK, Moradabad. A questionnaire consisting

of 11 question has been used to collect the primary data for survey. Then the data has
been tabulated and presented in pie charts which has further been interpreted analyzed and concluded.

RESEARCH OBJECTIVE
To study the satisfaction level of customer

towards Banking services offered by UCO Bank in Moradabad.

ASSUMPTION
Customers are satisfied with the Banking Services

offered by the UCO Bank.

QUESTIONNAIRE
Respondent Profile:Name Age... Gender.. Occupation Annual Income Address.. Q1. For the past how many years you have account with this bank? (a) Below 2 years (b) 2-5 years (c) Above 5 years Q2. What kind of account do you maintain in this bank? (a)Current (b) Saving (c) If others, Please

Q3. Does your bank conduct any recreation facilities for the customers? (a) Yes (b) No Q4. Does your bank have core banking facility for the customers? (a) Yes (b) No Q5. Do they charge unnecessarily for not maintaining minimum balance in your account? (a) Yes (b) No Q6. Does your bank offer competitive service charges? (a) Yes (b) No Q7. Do you think your bank offers competitive interest rate? (a) Yes (b) No

Q8. What do you feel about overall service quality of your bank? (a)Excellent (b) very good (c) good (d) average Q9. When you think of your bank what comes first in your mind? (a)Personalized service (b) Wide branch network (c)computerized banking (d) Core banking Q10. Do you think that your bank caters all your banking needs? (a) Yes (b) No Q11. Would you recommend this bank to your friends, relatives, associates?

DATA INTERPRETATION AND ANALYSIS

Q.1 For the past how many years you have account with this bank? (a) Below 2 years (b) 2-5 years (c) Above 5 years
Below 2 years NO. of Respondent 35 2-5 years 10 Above 5 years 5 Total 50

% of Respondent

70

20

10

100

ANALYSIS In this question 70% customers reported Below 2 years 20% customers reported 2-5 years and 10% customers reported Above 5 years.

Q2. What kind of account do you maintain in this bank? (a)Current (b) Savings (c) Others

Current
NO. of Respondent % of Respondent 13 26

Saving
30 60

Others
7 14

Total
50 100

ANALYSIS In the above diagram 26% customers said Current 60% customers said Saving and 14% customers Others.

Q.3 Does your bank conduct any recreation facilities for the customers? (a) Yes (b) No
Yes NO. of Respondent % of Respondent 32 64 No 18 36 Total 50 100

ANALYSIS In the above pie chart 64% customers reported Yes and 36% customers reported No towards recreation facility.

Q.4 Does your bank have core banking facility for the customers? (a) Yes (b) No
Yes NO. of Respondent % of Respondent 40 80 No 10 20 Total 50 100

ANALYSIS In the above chart 80% customers reported Yes and 20% customers reported No.

Q.5 Do they charge unnecessarily for not maintaining minimum balance in your account? (a) Yes (b) No
Yes NO. of Respondent % of Respondent 7 14 No 43 86 Total 50 100

ANALYSIS In this diagram 14% customers said Yes and 86% customers said No.

Q.6 Does your bank offer competitive service charges? (a) Yes (b) No
Yes NO. of Respondent % of Respondent 37 74 No 13 26 Total 50 100

ANALYSIS In the above chart 74% customers reported Yes and 26% customers reported No towards competitive service charges.

Q.7 Do you think your bank offers competitive interest rate? (a) Yes (b) No
Yes NO. of Respondent % of Respondent 35 70 No 15 30 Total 50 100

ANALYSIS In the above diagram 70% customers said Yes and 30% customers said No.

Q.8 What do you feel about overall service quality of your bank? (a)Excellent (b) Very good (c) Good (d) Average
Excellent No. of Respondent % of respondent 5 10 Very Good 30 20 Good 10 60 Average 5 10 Total 50 100

ANALYSIS In this chart 10% customers reported Excellent 60% customers reported Very Good 20% customers reported Good and 10% customers reported Average. So the service quality is satisfactory.

Q.9 When you think of your bank what comes first in your mind (a)Personalized service (b)Wide branch network (c)Computerized banking (d) Core banking
Personalized Service No. of Respondent % of respondent 5 10 Wide Branch Network 10 20 Computerized Banking 30 60 Core Banking Total

5 10

50 100

ANALYSIS In the above chart 10% customers said Personalized Service 60% customers Computerized Banking 20% customers Wide Branch Network and 10% customers Core Banking.

Q.10 Do you think that your bank caters all your banking needs? (a) Yes (b) No
Yes NO. of Respondent % of Respondent 33 66 No 17 34 Total 50 100

ANALYSIS From the above chart it is clear that 66% customer reported Yes and 34% customer reported No. So we can say that most of the customers is satisfied with banking.

Q.11Would you recommend this bank to your friends, relatives, associates? (a) Yes (b) No
Yes NO. of Respondent % of Respondent 45 90 No 5 10 Total 50 100

ANALYSIS In the above chart 90% customers reported Yes and 10% customers reported No. So it is clear that customers recommended their friends & relatives towards this bank.