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A Synopsis on
“A study on customer satisfaction towards financial services provided by state

bank of inida in davanagere district.”
To Prepare and Submit the Dissertation on the Project for the Partial Fulfillment for the award of
MASTER OF BUSINESS ADMINISTRATION
OF
BENGALURU CENTRAL UNIVERSITY
Submitted by
NAGARAJA B M
Reg no. [MB183225]
Under the guidance of
PROF. BHAGYALAKSHMI BAI
Assistant Professor
GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF

COMMERCE & MANAGEMENT
Racecourse Road, Bengaluru-560001
Month: April Year: 2019-2020
TITLE OF THE STUDY
“A study on customer satisfaction towards financial services provided by state

bank of inida in davanagere district.”
INTRODUCTION
Customer‟s satisfaction is measured at the individual level, but it is almost always reported at an
aggregate level. Customer satisfaction, a term frequently used in marketing is a measure of how
products and services supplied by a company meet or surpass customer expectation. Today
customers are now becoming increasingly conscious of their right and are demanding ever more
than before. The recent trends show that most of the banks are shifting from a „product-centric
model. The study will provide information about the satisfaction level of customers of SBI and
banking sectors and will be help for framing new policies relating to the customers.
STATEMENT OF THE PROBLEM
In the current competitive world banks have to struggle their might to offer the best of the customer
satisfaction through various innovative strategies in order to service in industry. Banking industry is passing
through a challenging phase. The demonetization policy introduced by the government has affected the
banking industry to a great extent. The banking sectors facing lot of challenges due to competition,
technological developments, changing customers needs and policies of government. In this competitive and
fast changing era, it becomes imperative for a bank to satisfy the needs of the customers. The banks are
spending a lot of time and energy to frame polices about customer satisfaction. The study would stand as a
sincere attempt to evaluate customer satisfaction of SBI in davanagere districts
OBJECTIVES OF THE STUDY
1. To examine the various services provided by SBI in Davanagere District.
2. To study the level of customer satisfaction towards the services provided by the
SBI in the study area.
3. To examine the expectation and the level of satisfaction of the customer services
rendered by state bank of India.
4. To suggest the strategies for the bank to improve the level of customer
satisfaction
LIMITATIONS FOR THE STUDY

The survey has been conducted only on 100 respondents. The accuracy of the findings of study
depends upon the correctness of the responses provided by the respondents. The results of the
analysis depend on the quality of data provided by the customers of the bank. The study is
conducted only in Davanagere district.
RESEARCH METHODOLOGY:
The study is based on primary and secondary data. The primary data were collected through a questionnaire
and personal interview from the customer of the banks. The secondary data were collected from published
text books, journals, reports and also online sources.
PRIMARY DATA
Primary data is first-hand information or original information which is obtained for

the first time and it is directly collected from the respondent through interviewing, observation,
questionnaire, survey, case study, experimental method and projective techniques. The data will
be collected in well structured questionnaire
SECONDARY DATA
It is a data which is already been collected by someone other than user which is
already been passed through all statistical all statistical process. And some data’s may be
published or unpublished data. We collect those data through websites, magazines, tools,
newspaper, journals, and reports from researchers.
SAMPLING
Sampling is a technique or method of selection of samples. Convenient sampling method is used.

The researcher has taken (100 respondent ) samples from customers of SBI in Davanagere District
Uttar Pradesh.
TOOLS FOR DATA COLLECTION

Data collection- primary and secondary
Type of research- descriptive research
Analytical tool:
 Questionnaire
 Tables, paragraph, charts
 Statistical analysis
PLAN OF ANALYSIS
The study is a base on survey method, questionnaire schedule were used for collecting data
from the respondents. To make the presentation very simple, the data gathered were presented
using statistical tool and techniques of average percentage etc. Whenever necessary, the data will
be depicted with the help of diagrams, chats, and graphs.
CHAPTER SCHEME:
CHAPTER-01: INTRODUCTION
This chapter includes the detailed information about the topic on which the study is
done.
CHAPTER-02: REVIEW OF LITERATURE
This chapter gives the information about the literatures which is useful for this study.
CHAPTER-03: RESEARCH DESIGN
This chapter gives the information about the problem, study topic, objective, research
methodology, scope, limitation and operational definition of the study.
CHAPTER-04: ANALYSIS OF DATA
This chapter is related to the objectives of the study. This gives the proper analysis of
the data provide by them.
CHAPTER-05: FINDINGS, SUGGESTIONS AND CONCLUSION.
This chapter is related to the objectives of the study. This gives the information about
finding the problem and giving proper solution and suggestions for the drawbacks.
Candidate Signature Guide Signature
(NAGARAJA B. M.) PROF. BHAGYALAKSHMI BAI
Assistant Professor of Commerce and Management

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A Synopsis on

“A study on customer satisfaction towards financial services provided by state

MASTER OF BUSINESS ADMINISTRATION

BENGALURU CENTRAL UNIVERSITY

Under the guidance of

PROF. BHAGYALAKSHMI BAI

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF

“A study on customer satisfaction towards financial services provided by state

STATEMENT OF THE PROBLEM

LIMITATIONS FOR THE STUDY

Primary data is first-hand information or original information which is obtained for

Sampling is a technique or method of selection of samples. Convenient sampling method is used.

TOOLS FOR DATA COLLECTION

Type of research- descriptive research

CHAPTER-02: REVIEW OF LITERATURE

CHAPTER-03: RESEARCH DESIGN

CHAPTER-04: ANALYSIS OF DATA

CHAPTER-05: FINDINGS, SUGGESTIONS AND CONCLUSION.

Candidate Signature Guide Signature

(NAGARAJA B. M.) PROF. BHAGYALAKSHMI BAI

Assistant Professor of Commerce and Management

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