NATWARLAL MANIKLAL DALAL COLLEGE GONDIA DEPARTMENT OF MANAGEMENT TECHNOLOGY & RESEARCH
Session: 2014-15
SYNOPSIS ON A STUDY STUDY ON CUSTOME CUSTOMER R SATISF SATISFAC ACTION TION
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TOWARDS SERVICES PROVIDED BY BANK OF MAHARASHTRA
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Guided by PROF. PAWAN PANDAY
Submitted by by SHASHANK CHOURASIA BBA III YEAR
For the partial fulfillment of Degree of Bahelor of Business !dministration of "#$#%# "#$#%# &agpur 'ni(ersity 'ni(ersity)) &agpur &agpur
INTRODUCTION The modern concepts of marketing realized that measuring consumer needs or behavior was not enough. !"#$%&ER $ATI$'I!ATI"# should be the core and then the correct perception on which marketing policies of our organization should be built. (&anagement must think of itself not as producing products but as providing customer creating value satisfaction. !ustomer satisfaction has a vital role in sustaining and improving hold on the market. Brief descriptions about the various measures that are needed to improve customer orientation have also been dealt with. !onsider the fact toda)s customer face a plenitude of products in ever) categor). !ustomer will be having high and raising e*pectation of +ualit) and service. In the face of their vast choices, the customer will gravitate to the offering that the best meet their individual needs and e*pectation. The) will bu) one of the bases of their perception value.
DEFINITION !ustomer satisfaction refers to the e*tent to which customers are happ) with the products and services provided b) a business. !ustomer satisfaction levels can be measured using surve) techni+ues and +uestionnaires
OBJECTIVE OF THE STUDY PRIMARY OBJECTIVE To stud), anal)ze and evaluate the customer satisfaction level towards the different services rendered b) the bank and to identif)ing the critical success factors.
SECONDARY OBJECTIVES
To evaluate the awareness level of the customer on the product and services. To find out the differences among perceived service and e*pected service. To evaluate the process efficienc) in customer +uer) and re+uirement handling To understand consumer-s preferences. To access the degree of satisfaction of the customers
RESEARCH METHEDOLOGY METHOD OF DATA COLLECTION Soures of Data olletion
&arketing research signall) either primar) or secondar).lt is the process of s)stematic gathering according and anal)sis data from customers from the competitors and the market. a) Primar !"#r$%!' i.
