Canara Bank Customer Satisfaction

A STUDY ON CUSTOMER SERVICE IN CANARA BANK, TIRUCHENGODE
by
SANGEETHA KANDASAMY
s
Reg. No. 1120400076
Under the guidance of
Mr. K. PRABHU
Assistant Professor
A PROJECT REPORT
submitted
In partial fulfillment of the requirements

for the award of the degree
of
MASTER OF BUSINESS ADMINISTRATION
Kumaraguru College of Technology

(An autonomous institution affiliated to Anna University, Coimbatore)
Coimbatore - 641 047
September, 2012
i
Bonafide Certificate
ii
BONAFIDE CERTIFICATE
Certified that this project report titled “A STUDY ON CUSTOMER SERVICE IN
CANARA BANK” is the bonafide work of Ms. SANGEETHA KANDASAMY who
carried out the project under my supervision. Certified further, that to the best of my
knowledge the work reported herein does not form part of any other project report or
dissertation on the basis of which a degree or award was conferred on an earlier
occasion on this or any other candidate.
Faculty Guide Director
Mr.K.PRABHU Dr. VIJILA KENNEDY
Assistant Professor KCT Business School
KCT Business School
Submitted for the project viva voce examination held on ____________
Internal Examiner External Examiner

iii
Acknowledgement
iv
Learning is a continuous process. I am indeed thankful to Arutchelvar
Dr. N. Mahalingam constantly engaged in propagating the cherished values of our
great predecessors, be it in politics, education, philanthropy, business, literature or
art.
I express my heartfelt thanks to Ms.VIJILA KENNEDY our Director who has been a
support of moral strength and continual encouragement to us.
My heartfelt thanks to my project guide Mr.K.PRABHU Assistant Professor Senior
Grade, for his availability, friendly approach, encouraging support and guidance in
carrying out the project successfully.
I immensely thank the management of CANARA BANK for permitting

me to do the project in their organization. Especially I thank The
Deputy General Manager circle office Trichy , The Chief Manager and the
entire crew of Tiruchengode branch for supporting and for providing me
the details which I enquired regarding the project.
I affirm my renewed thanks to everyone who in one way or the other helped me to
complete this project.

v
Declaration
vi
DECLARATION
I hereby declare that the summer project titled “A STUDY ON CUSTOMER
SERVICE IN CANARA BANK””. Submitted to Anna University in partial fulfillment for the
award of the degree of Master of Business Administration, is a record of original research
submitted by me under the guidance of Mr. K.Prabhu during the period of study in KCT
Business School, Coimbatore.
I also declare that this project is the report of my own effort and has not been
submitted to any other university or institution for the award of any degree or diploma.
Place: Coimbatore SANGEETHA KANDASAMY
(Reg No:1120400076)
vii
TABLE OF CONTENTS
CHAPTER PARTICULARS PAGE NO

1 INTRODUCTION 2
1.1 About the study 3
1.2 About the organization 3
1.3 Statement of the problem 5
1.4 Scope of the study 5
2 REVIEW OF LITERATURE 8
3 RESEARCH METHODOLOGY 14
3.1 Type of Research 15
3.2 Objectives of the study 16
3.3 Data and sources of data 17
3.4 Time period covered 18
3.5 Population & Sample Size 18
3.6 Sampling Technique 19
3.7 Statistical tools used 19
3.8 Limitations of the study 20
4 ANALYSIS & INTERPRETATION 22
5 FINDINGS, SUGGESTIONS & CONCLUSION 73
5.1 Findings 74
5.2 Suggestions 76
5.3 Conclusion 77
5.4 Scope for further study 77
6 Bibliography 78
viii
LIST OF TABLES
TABLE NO PARTICULARS PAGE NO
4.1.1 Showing respondents based on gender 22
4.1.2 Showing respondents based on age 23
4.1.3 Showing respondents based on occupation 24
4.1.4 Showing respondents based on education 25
4.1.5 Showing respondents based on martial status 26
4.1.6 Showing respondents based on Income 27
4.1.7 Showing respondents based on account type 28
4.1.8 Showing respondents based on no of accounts 29

Showing respondents based on Duration of
4.1.9 30
Accounts
Showing respondents based distance of the
4.1.10 31
customer residence
Correlation between education and supervisor’s
4.2.1 32
friendliness
4.2.2 33
knowledge
4.2.3 34
recognition
4.2.4 professionalism 35

4.2.5 36
available to customers
Correlation between education and branch
4.2.6 37
cleanliness
4.2.7 Correlation between education and branchefficiency 38
Correlation between education and branch no line
4.2.8 39
ups
4.2.9 Correlation between education and branch
41
attractiveness
ix
4.2.10 Correlation between education and loan section’s

42
friendliness
Correlation between education and loan section’s
4.2.11 43
knowledge
4.2.12 50
fastness
4.2.13 51
professionalism
4.2.14 54
availability
Correlation between age and supervisor’s
4.2.15 56
friendliness
4.2.16 58
willingness
correlation between age and supervisor’s
4.2.17 recognition 60
4.2.18 62
Correlation between age and branch cleanliness
correlation between age and supervisor’s branch no
4.2.19 64
lineups
correlation between age and loan section
4.2.20 65
friendliness
Correlation between age and loan section
4.2.21 67
willingness
4.2.22 68
professionalism
x
LIST OF FIGURES
TABLE NO PARTICULARS PAGE NO
4.1.1 Showing respondents based on gender 22
4.1.2 Showing respondents based on age 23
4.1.3 Showing respondents based on occupation 24
4.1.4 Showing respondents based on education 25
4.1.5 Showing respondents based on martial status 26
4.1.6 Showing respondents based on Income 27
4.1.7 Showing respondents based on account type 28
4.1.8 Showing respondents based on no of accounts 29

Showing respondents based on Duration of
4.1.9 30
Accounts
Showing respondents based distance of the
4.1.10 31
customer residence
4.2.1 32
friendliness
4.2.2 33
knowledge
4.2.3 34
recognition
4.2.4 professionalism 35

4.2.5 36
available to customers
4.2.6 37
cleanliness
4.2.7 Correlation between education and branchefficiency 38
Correlation between education and branch no line
4.2.8 39
ups
4.2.9 41
attractiveness
xi
4.2.10 Correlation between education and loan section’s

42
friendliness
4.2.11 43
knowledge
4.2.12 50
fastness
4.2.13 51
professionalism
4.2.14 54
availability
4.2.15 56
friendliness
4.2.16 58
willingness
correlation between age and supervisor’s recognition
4.2.17 60
4.2.18 62
Correlation between age and branch cleanliness
correlation between age and supervisor’s branch no
4.2.19 64
lineups
correlation between age and loan section
4.2.20 65
friendliness
4.2.21 67
willingness
4.2.22 68
professionalism
Introduction
1
CHAPTER 1
Introduction
1.1 About the study
“Good customer service is the heart of banking service delivery.
Banking is predominately a customer oriented business and good customer
service is the key to banks growth and stability,”
“With enhanced competition amongst banks, customer service becomes the

soul differentiating factor to be leveraged to stay relevant and to forge ahead in the
business,”
Consumers’ expectations regarding customer service are increasing even though
they feel businesses’ attitudes towards customer service are not improving.
Consumers say they are willing to spend more with companies that provide
excellent customer service and would also try a new brand or company, travel a
longer distance and sacrifice convenience to get better customer service.
Consumers are likely to tell other people when they have good or bad customer
experiences, but are more likely to spread the word when the experience is bad
and tell more people about it.
· Tools banks have used in the past to differentiate themselves – low prices
and innovative products – are quickly losing their ability to provide an edge.
· When it comes to banking, customers are most interested in receiving top-

quality, personalized service from their banks
· This study is about the customer service tookplace in canara bank and the
superviser service ,branch facilities and loan section service
2
1.2 COMPANY PROFILE
Canara Bank
Widely known for customer centricity, Canara Bank was founded by Shri
Ammembal Subba Rao Pai, a great visionary and philanthropist, in July 1906, at
Mangalore, then a small port town in Karnataka. The Bank has gone through the
various phases of its growth trajectory over hundred years of its existence. Growth
of Canara Bank was phenomenal, especially after nationalization in the year 1969,
attaining the status of a national level player in terms of geographical reach and
clientele segments. Eighties was characterized by business diversification for the
Bank. In June 2006, the Bank completed a century of operation in the Indian
banking industry. The eventful journey of the Bank has been characterized by
several memorable milestones. Today, Canara Bank occupies a premier position
in the comity of Indian banks. With an unbroken record of profits since its
inception, Canara Bank has several firsts to its credit. These include:
· Launching of Inter-City ATM Network

· Obtaining ISO Certification for a Branch
· Articulation of ‘Good Banking’ – Bank’s Citizen Charter
· Commissioning of Exclusive Mahila Banking Branch
· Launching of Exclusive Subsidiary for IT Consultancy
· Issuing credit card for farmers
· Providing Agricultural Consultancy Services
Over the years, the Bank has been scaling up its market position to emerge as
a major 'Financial Conglomerate' with as many as nine subsidiaries/sponsored
institutions/joint ventures in India and abroad. As at December 2011, the Bank has
further expanded its domestic presence, with 3564 branches spread across all
geographical segments. Keeping customer convenience at the forefront, the Bank
provides a wide array of alternative delivery channels that include 2665 ATMs,
covering 977 centres.
3
With 100% CBS, the Bank offers technology banking, such as, Internet
Banking, Mobile Banking and Funds Transfer through NEFT and RTGS across all
branches. The Bank has further enhanced its basket of new tech-products for
customer convenience like Canara Gift Cards, Canara Campus Card, Canara
Platinum Card, Bills Desk for utility bills payment, Cash withdrawal at Point of Sale
(PoS) machines at Merchant Establishments, VISA money transfer and the ASBA
(Application Supported by Blocked Amount) facility during FY11 .
Not just in commercial banking, the Bank has also carved a distinctive mark, in
various corporate social responsibilities, namely, serving national priorities,
promoting rural development, enhancing rural self-employment through several
training institutes and spearheading financial inclusion objective. Promoting an
inclusive growth strategy, which has been formed as the basic plank of national
policy agenda today, is in fact deeply rooted in the Bank's founding principles. "A
good bank is not only the financial heart of the community, but also one with
an obligation of helping in every possible manner to improve the economic
conditions of the common people". These insightful words of our founder
continue to resonate even today in serving the society with a purpose. The growth
story of Canara Bank in its first century was due, among others, to the continued
patronage of its valued customers, stakeholders, committed staff and uncanny
leadership ability demonstrated by its leaders at the helm of affairs. We strongly
believe that the next century is going to be equally rewarding and eventful not only
in service of the nation but also in helping the Bank emerge as a "Global Bank
with Best Practices". This justifiable belief is founded on strong fundamentals,
customer centricity, enlightened leadership and a family like work culture.
1.3 Problem Statement:
4
The aim of the study is to find the satisfaction level of customers in the
bank with regarding supervisor’s friendliness,knowledge,fastness and other
factors .The branch cleanliness and automatic machine available for customer
service also have to be defined.Then the Loan section’s services satisfies the
customers or not also have to be find.
1.3 Scope of the study

To fulfil its mandate the Business Development and Strategy department in
Canara bank Tiruchengode branch has the following responsibilities:-
1. To maintain a close working relationship and on all matters pertaining to
Society’s business development in the existing and potential markets in pursuit of
business growth through methodical and focused business approaches.
2. To monitor and ensure effective implementation and review of the Society’s
strategic plan, policies, procedure manuals and other projects in Canara bank
Tiruchengode branch.
3. To develop new and maintain long term business relationships with a view of
retaining customers through quality customer service of Canara Bank
Tiruchengode branch
4. To develop and implement appropriate communication, public relations and
customer service strategies in Canara Bank Tiruchengode branch.
5. To regularly evaluate performance of the Society and competitive positioning
and customer profiling and to develop appropriate strategies to maintain them at
the desired levels.
6. To guide the Bank departments on the business policies of the Society.
7. Perform any other duties as may be assigned to the bank department from time
to time.
5
Review of Literature
CHAPTER 2
6
Review of literature
Planning is the first and the most crucial function of management that tell
where to begin and how things would be well-organized in a system. Human
beings are the most privileged animals of the creation because they need not start
every new thing from the beginning. The past experience is always helpful to
them. They learn from the past and make the plan for the future.
The paper titled “Learnings from Customer Relationship Management

(CRM)Implementation in a Bank” by M.P.Gupta and Sonal Shukla (2004)
attempted to highlight the learnings from CRM implementation in the banking
sector. CRM systems were particularly relevant to retail financial services
companies, allowing much of the management of the customer relationship to be
automated with the objective of maximizing the profitability of individual customer
relationships while minimizing the cost of managing those relationships.
The paper titled “Perceptions of Customers and Bank Personnel Implemented

in bank by Mohammad Shamsuddoha
It is evident that most of the service firms are to follow modern marketing concept
to their business operation so that it is able to attract its existing and potential
customers. The marketing concept holds that the key to achieving its
organizational goals consists of the company being more effective than
competitors in creating, delivering and communicating superior customer value to
its chosen target markets. That is why, it is always important for the bankers to
keep satisfied its customer by giving competitive products rather than other
competitors. On the other hand, customers are more conscious than ever in
Bangladesh regarding Consumer credit scheme due to competition in the banking
sector. In this chapter, perception and expectation of customers and bankers
regarding consumer credit scheme are the spotlight in the light of expectation of
consumer credit service by the customers and bankers, customer knowledge
7
regarding consumer credit, perception of Consumer credit by customers and
bankers. The following discussion has also been made regarding the perception
and expectation of Consumer Credit customers and consumer credit providing
bankers.
Performance of Bank
The paper with title “Expectations and Perceptions of Service Quality in Old and
New Generation Banks- A study of select banks in the South Canara Region” by
A.J. Joshina and Moli. P. Koshi (2005) showed that service marketing was
different from goods marketing because of inherent differences in service as
compared to goods. The service was intangible, heterogeneous, production and
consumption took place simultaneously and it was perishable.
The results showed the challenges based by the service business and had
given rise to the need for new concepts and approaches for marketing and
managing service businesses. New generation banks like ICICI, UTI Bank
exceeded expectations of service quality in dimensions of reliability, empathy and
price. In case of other dimensions like tangibility, responsiveness and assurance,
there was negative gap in perception and expectations but it was much smaller in
new generation banks than old generation banks.
Sathya Swaroop Debasish (2001) in his paper titled “Service Quality in
Commercial Banks: A comparative analysis of selected banks in Delhi” evaluated
perception of service quality to customer on basis of three dimensions; the
customer-employee interaction i.e. Functional Quality (FQrefers to service delivery
of the staff to customers); the service environment i.e. Environment Quality (EQ-
refers to tangibles and intangible infrastructure that support better service
delivery);
8
Loyalty and Satisfaction Construct in Retail Banking - An Empirical Study on
Bank Customers, Implemented in bank by MohammedShamsuddoha and
Mohammed Alamgir.
Abstract
This study investigates customer satisfaction as the most important factor behind
loyalty in retail banking. Various study showed that satisfaction plays an important
role to establish loyal customer base. This study points out that satisfaction and
loyalty relationship is critical for retail banks. Understanding the factors behind
loyalty as well as the antecedents of customer satisfaction is an important issue for
academic research as well as for marketing in financial services. The major aim of
this study is to identify satisfaction as the major factor behind customer loyalty in
retail banking. To comply with the aim, two basic questions has been investigated
where one is related to determine the relationship between satisfaction and loyalty
in retail banking, and the second one is to determine the role of dimensions of
service quality towards satisfaction. The research has been carried out through
secondary research and primary research. Survey method has been used for
primary research. Personal contact approach through questionnaire has been
introduced to conduct the survey. The findings reveal that satisfaction and loyalty
are related to each other. Moreover, satisfaction has a positive and direct impact
on loyalty in banking.
Banking Services and Customer Satisfaction: A Study on Banks in Belgaum

District, Karnataka by A. S. Shiralashetti andJ.K. Bagewadi
In banking, quality of customer service plays a crucial role in the context of

sustained business growth. The relationship between a bank and its customers
must be a permanent and enduring one, which needs to be maintained with good
quality of services. In the present paper, an attempt has been made to ascertain
the level of satisfaction of customers as regards banking services in Belgaum
9
District in Karnataka. It highlights the banks’ marketing strategies. The satisfaction
level of the customers has been measured and the varieties of new services which
influence the satisfaction level of the customers have been analyzed. The level of
customer service and satisfaction has been determined with the varieties of
services provided by the banks in Belgaum District.
Service Quality of Indian Bank in Thanjavur District: Evidence from Survey

Data
‘E. Mubarak Ali, P. L. Senthil andG. S. David Sam Jaykumar
Quality Services’ is the key to win global competition. It influences customer value
and customer satisfaction which in turn leads to customer loyalty. Customer
perceptions of service quality have greater potential to make correct decisions and
to deliver true value services to customers. This paper identifies the critical quality
dimensions of banking services based on the quality scale proposed by
Parasuraman et al. (1991a and 1991b). The paper investigates the five different
service quality dimensions and presents the results.
A Relational Study on Service Quality Dimensions and Overall Service

Quality in the Context of Standard Chartered Bank by Khan Atiqur Rahman
Abstract:
The service quality means to customer’s satisfaction, which leads to customer
loyalty, considerable practitioner interest has focused on programs to improve
service quality. Customer perception is very important factor to measure service
quality. This paper aims to assess customers perception on the different
dimensions of service quality such as responsiveness, tangibility, assurance,
empathy, reliability and the overall service quality in Standard Chartered bank, the
top banking service provider in Bangladesh. This paper also tries to identify the
gap between customers’ expectations and perceptions on the bank’s service
10
quality. Finally, some suggestions have been offered to improve the service
towards the customers by the authority of Standard Chartered Bank.
11
Research methodology
12
CHAPTER 3
Research methodology
Research methodology is a way to systematically solve the research

problem. It may be understood as a science of studying how research is done
scientifically. In it we study the various steps that are generally adopted by a
researcher in studying his research problem along with the logic behind them. It is
necessary for the researcher to know not only the research methods/techniques
but also the methodology.
Researchers not only need to know how to develop certain indices or tests,
how to calculate the mean, the mode, the median or the standard deviation or chi-
square, how to apply particular research techniques, but they also need to know
which of these methods or techniques, are relevant and which are not, and what
would they mean and indicate and why. Researchers also need to understand the
assumptions underlying various techniques and they need to know the criteria by
which they can decide that certain techniques and procedures will be applicable to
certain problems and others will not. All this means that it is necessary for the
researcher to design his methodology for his problem as the same may differ from
problem to problem.
We all possess the vital instinct of inquisitiveness for, when the unknown
confronts us, we wonder and our inquisitiveness makes us probe and attain full
and fuller understanding of the unknown. This inquisitiveness is the mother of all
knowledge and the method, which man employs for obtaining the knowledge of
whatever the unknown, can be termed as research. Research is an academic
activity and as such the term should be used in a technical sense. According to
Clifford Woody research comprises defining and redefining problems, formulating
hypothesis or suggested solutions; collecting, organizing and evaluating data;
13
making deductions and reaching conclusions; and at last carefully testing the
conclusions to determine whether they fit the formulating hypothesis.
D. Slesinger and M. Stephenson in the Encyclopedia of Social Sciences

define research as “the manipulation of things, concepts or symbols for the
purpose of generalizing to extend, correct or verify knowledge, whether that
knowledge aids in construction of theory or in the practice of an art.”3 Research is,
thus, an original contribution to the existing stock of knowledge making for its
advancement.
3.1 TYPES OF RESEARCH

The basic types of research are as follows:
(i) Descriptive vs. Analytical: Descriptive research includes surveys and
fact finding enquiries of different kinds. The major purpose of descriptive research
is description of the state of affairs as it exists at present. In social science and
business research we quite often use the term Ex post facto research for
descriptive research studies. The main characteristic of this method is that the
researcher has no control over the variables; he can only report what has
happened or what is happening. Most ex post facto research projects are used for
descriptive studies in which the researcher seeks to measure such items as, for
example, frequency of shopping, preferences of people, or similar data. Ex post
facto studies also include attempts by researchers to discover causes even when
they cannot control the variables.
(ii) Applied vs. Fundamental: Research can either be applied (or action)
research or fundamental (to basic or pure) research. Applied research aims at
finding a solution for an immediate problem facing a society or an
industrial/business organization, whereas fundamental research is mainly
concerned with generalizations and with the formulation of a theory.
(iii) Quantitative vs. Qualitative: Quantitative research is based on the
measurement of quantity or amount. It is applicable to phenomena that can be
14
expressed in terms of quantity. Qualitative research, on the other hand, is
concerned with qualitative phenomenon, i.e., phenomena relating to or involving
quality or kind. For instance, when we are interested in investigating the reasons
for human behavior (i.e., why people think or do certain things), we quite often talk
of ‘Motivation Research’, an important type of qualitative research.
(iv) Conceptual vs. Empirical: Conceptual research is that related to
some abstract idea(s) or theory. It is generally used by philosophers and thinkers
to develop new concepts or to reinterpret existing ones.
(v) Some Other Types of Research: All other types of research are
variations of one or more of the above stated approaches, based on either the
purpose of research, or the time required to accomplish research, on the
environment in which research is done, or on the basis of some other similar
factor. Form the point of view of time, we can think of research either as one-time
research or longitudinal research. In the former case the research is confined to a
single time-period, whereas in the latter case the research is carried on over
several time-periods. Research can be field-setting research or laboratory
research or simulation research, depending upon the environment in which it is to
be carried out.
Decision-oriented research is always for the need of a decision maker and

the researcher in this case is not free to embark upon research according to his
own inclination. Operations research is an example of decision oriented research
since it is a scientific method of providing executive departments with a
quantitative basis for decisions regarding operations under their control.
3.2 OBJECTIVE OF THE STUDY

PRIMARY OBJECTIVE
· To study the customer service in Canara Bank Tiruchengode branch.
15
SECONDARY OBJECTIVE
· To deliver a positive customer experience is one of the few levers bank can
use to stand out in today’s market.
· To study the Top-quality ,personalized service from the Canara Bank
Tiruchengode branch.
· To know the customer service quality and ease of use.
· To know the customer satisfaction as a key measure of employee
performance,
· To delegate the greater responsibility and authority to local branches.
· To enhance the customer service .
3.3 COLLECTION OF DATA

Data can be of two type’s primary and secondary data.
PRIMARY DATA COLLECTION

Primary data are those which are collected afresh and for the first time, and it is
in original form. Primary data can be collected either through experiment or
through survey. The researcher has chosen the survey method for data collection.
In case of survey, data can be collected by any one or more of the following ways:
· Observation
· Questionnaire
· Personal or Group Interview
· Communication with respondents
· Analysis of documents and historical records
· Case study
· Small group study of random behavior
16
The researcher has chosen the questionnaire methods of data collection due to
limited time in hand. While designing data-collection procedure, adequate
safeguards against bias and unreliability must be ensured. Whichever method is
selected, questions must be well examined and be made unambiguous.
Researcher has examined the collected data for completeness, comprehensibility,
consistently and reliability.
SECONDARY DATA COLLECTION

Researcher has also gathered secondary data which have already been
collected and analyzed by someone else. He got various information from journals,
historical documents, magazines and reports prepared by the other researchers.
For the present piece of research the investigator has used the following methods:
· Questionnaire
· Interview
· Observation
3.4 Time period covered

The project work is started from 26.6.2012 and completed on 06.08.2012. 6
weeks time has been given to finish the project work.
3.5 Sample size

In sampling design the most complicated question is: what should be the
size of the sample. If the sample size is too small, it may not serve to achieve the
objectives and if it is too large, we may incur huge cost and waste resources. So
sample must be of an optimum size that is, it should neither be excessively large
nor too small. Here, researcher has taken 100 as the sample size from
Tiruchengode district.
17
Sample of the study
· A sample design is a definite plan for obtaining a sample from the sampling
frame. It refers to the technique or the procedure the researcher would adopt
in selecting some sampling units from which inferences about the population
is drawn. Sampling design is determined before any data are actually
collected for obtaining a sample from a given population. The researchers
must decide the way of selecting a sample.
· There are various methods o sampling like systematic sampling, random
sampling, deliberate sampling, mixed sampling, cluster sampling, etc. Among
these methods of sampling researcher has used random sampling so that bias
can be eliminated and sampling error can be estimated. Designing samples
should be made in such a fashion that the samples may yield accurate
information with minimum amount of research effort.
3.6 Sampling techniques

· Sampling may be defined as the selection of some part of an aggregate or
totality on the basis of which a judgment or inference about an entire
population by examining only a part of it.
· The items so selected constitute what is technically called a sample, their
selection process or technique is called sample design and the survey
conducted in the basis of sample is described as sample survey.
3.7 Statistical tools used

· The statistical tools used in this project is percentage analysis and
crosstabs correlation.
· Percentage analysis is the method to represent raw streams of data as a
percentage (a part in 100 - percent) for better understanding of collected
data.
18
· Cross tabulation is the process made with two or more data sources
(variables) that are tabulating the results of one against the other. It is the
process of creating a contingency table from the multivariate frequency
distribution of statistical variables.
3.8 Limitations of the study

· Customer satisfaction is when you meet the customer's expectations,so
satisfying customer is not that much ease.
· Satisfying customer is too time consuming process.
19
Analysis & Interpretation
20
CHAPTER 4
ANALYSIS AND INTERPRETATION
4.1 PERCENTAGE ANALYSIS

No of respondents:250
GENDER:
TABLE 4.1.1 SHOWING RESPONDENTS BASED ON GENDER
PARTICULARS
PERCENTAGE
MALE 88%
FEMALE 12%
TOTAL 100%
Figure 4.1.1 SHOWING RESPONDENTS BASED ON GENDER

INFERENCE
It is been inferred that 88% of the respondents are male and remaining
12% of respondents are female.
21
AGE:
Table 4.1.2 SHOWING RESPONDENTS BASED ON AGE
PERCENTAGE
PARTICULARS
upto 20 1%
20-40 45%
40-60 52%
above 60 2%
Total 100%
Figure 4.1.2 SHOWING RESPONDENTS BASED ON AGE

INFERENCE:
It is been inferred that,
Respondent Age groupUpto 20 is less than 1 percentage
Respondent Age group between 20-40 is 46%.
Respondent Age group between40-60 is 52%
22
Respondent Age group above 60 is 2%
OCCUPATION:
Table 4.1.3 SHOWING RESPONDENTS BASED ON OCCUPATION
PERCENTAGE
PARTICULARS
Business 29%
Government 23%
Private 38%
Other 10%
Total 100.%
Figure 4.1.3 SHOWING RESPONDENTS BASED ON OCCUPATION

INFERENCE:
It is inferred that 29% of respondents are indulged in business having their
account in bank.23% of the respondents are indulged in government jobs.38% of
the respondents are belongs to the group of private jobs and remaining 10% of the
respondents are belong to the group of other jobs.
23
EDUCATION:
Table 4.1.4 SHOWING RESPONDENTS BASED ON EDUCATION
PERCENTAGE
PARTICULARS
Secondary 49%
Hsc 47%
U.G 4%
Total 100%
Figure 4.1.4 SHOWING RESPONDENTS BASED ON EDUCATION

INFERENCE
It is been inferred that respondent belong to the group of secondary is
48%.,respondents belong to the group of Higher secondary 47%.Respondent
belong to the group of U.G is 4%.
24
Marital status:
TABLE4.1.5 SHOWING RESPONDENTS BASED ON MARTIAL STATUS
PARTICULARS
PERCENTAGE
Married
91%
Unmarried
9%
Total
100%
Figure 4.1.5 SHOWING RESPONDENTS BASED ON MARTIAL STATUS.
INFERENCE:
It is been inferred that respondent of 91% belongs to married category
and remaining belongs to 9% in unmarried categories.
25
INCOME:
Table 4.1.6 SHOWING RESPONDENTS BASED ON INCOME
PERCENTAGE
PARTICULARS
below 5000 14%
5000-10000 51%
10000-15000 30%
above 15000 5%
Total 100%
Figure 4.1.6 SHOWING RESPONDENTS BASED ON INCOME

INFERENCE:
It is been inferred that 14% of the respondents are belongs to below 5000,
52 % of the respondents are belongs to group of 5000-1000, 30%of the
26
respondents are belongs to group of 10000-15000.and the remaining group
consists of 5% of respondent belongs to above 15000 group.
ACCOUNT TYPE:
Table 4.1.7 SHOWING RESPONDENTS BASED ON ACCOUNT TYPE
PERCENTAGE
PARTICULARS
Sb 57%
Ca 23%
Others 20%
Total 100%
Figure 4.1.7 SHOWING RESPONDENTS BASED ON ACCOUNT TYPE

INFERENCE:
It is been inferred that,57% of the respondents are belong to the group having
SBaccount.23% of the respondents are belong to the group having current
account. Remaining 20% of the respondents are belonging to the group containing
other account.
27
No of Accounts:
Table 4.1.8 SHOWING RESPONDENTS BASED ON NO OF ACCOUNTS
PERCENTAGE
PARTICULARS
1 66%
2 30%
3 4.0%
Total 100%
Figure 4.1.8 SHOWING RESPONDENTS BASED ON NO OF ACCOUNTS
INFERENCE:
It is been inferred that 66% of the respondents belongs to the group of
people having only one account,30% of the respondents belongs to the group of
people having two accounts. Remaining 4% of the people belong to the group
having more than 3 accounts.
28
Duration of holding account:
Table 4.1.9 SHOWING RESPONDENTS BASED ON Duration of Accounts
PERCENTAGE
PARTICULARS
upto 5 35%
5-10 31%
10-15 24%
more than 15 9%
Total 100%
Figure 4.1.9 SHOWING RESPONDENTS BASED ON DURATION OF

ACCOUNTS
INFERENCE:
It is been inferred that 35% of the respondent belongs to the group of duration
upto 5 years,31% of the respondent belongs to the group of account holding from
5-10 years.25% of the respondents belongs to the group of account holding
29
from10-15 years and the remaining 9% of respondents belong to the group of
people holding account more than 15 years.
Distance of the bank from your residence:

Table 4.1.10 SHOWING RESPONDENTS BASED DISTANCE OF THE
CUSTOMER RESIDENCE
PERCENTAGE
PARTICULARS
Upto 1 29%
1-5 43%
5-10 21%
more than 10 7%
Total 100%
30
Figure 4.1.10 SHOWING RESPONDENTS BASED DISTANCE OF THE
CUSTOMER RESIDENCE
INFERENCE:
It is been inferred that 30% of the respondents are belong to the group of
people residing upto 1 km.43% of the respondents are belong to the group of
people residing around 1-5 kms.20% of the respondents are residing between 5-
10 kms group and remaining 7% of respondent belongs to the group of people
residing more than 10 kms.
4.2 CROSSTABS CORRELATIONS:

EDUCATION AND SUPERVISOR’S FRIENDLINESS:
Table 4.2.1 SHOWING RESPONDENTS BASED

CORRELATION BETWEEN EDUCATION AND
SUPERVISOR’S FRIENDLINESS
Particula very
rs satisfied satisfied neutral
Edu Second 9 98 14
Hsc 11 94 13
Ug 1 10 0
Total 21 202 27 250
31
Figure 4.2.1 CORRELATION BETWEEN EDUCATION AND SUPERVISOR’S
FRIENDLINESS
INFERENCE:
It is been inferred that respondent belongs to Education basis depending on the
satisfaction in supervisor’s friendlines.
Secondary education respondents :
Very Satisfied:9, Satisfied:98
Neutral:14, Total respondent:121
Higher education respondents :
U.G degree respondents :
Neutral:0,Total respondent:11
32
EDUCATION AND SUPERVISOR’S KNOWLEDGE
TABLE4.2.2
CORRELATION BETWEEN EDUCATION AND
SUPERVISOR’S KNOWLEDGE
Particular Educatio Very Dissati

n satisfied satisfied Neutral sfied
Edu Secondar 21 85 11 4
Hsc 15 89 13 1
Ug 1 7 3 0
Total 37 181 27 5 250
Table 4.2.2 CORRELATION BETWEEN EDUCATION AND SUPERVISOR’S

KNOWLEDGE

KNOWLEDGE
33
INFERENCE:
It is been inferred that respondent belongs to Education basis depending on
the satisfaction in supervisor’s knowledge
Neutral:14 , Total respondent:121
EDUCATION AND SUPERVISOR’S RECOGNITION:

RECOGNITION
PARTICULARS VERY SATISFIED NEUTRAL TOTAL

SATISFIED
Secondary 10 95 16 121
Hsc 13 88 17 118
UG 1 10 0 11
Total 24 193 33 250
34
RECOGNITION
INFERENCE:
It is inferred that respondent belongs to Education basis depending on the
satisfaction in supervisor’s Recognition.
Neutral:16 ,Total respondent:121
35
EDUCATION AND SUPERVISORS PROFESSIONALISM
PROFESSIONALISM
PARTICULARS VERY SATISFIED SATISFIED NEUTRAL TOTAL

Hsc 10 96 12 118
Ug 3 8 0 11
Total 22 203 25 250

PROFESSIONALISM
INFERENCE:
It is inferred that respondent belongs to Education basis depending on the
satisfaction in supervisor’s Professionalism.
36
Very Satisfied:3.Satisfied:8
EDUCATION AND SUPERVISOR’S AVAILABLE TO CUSTOMERS

AVAILABLE TO CUSTOMERS
Particulars VERY SATISFIED NEUTRAL TOTAL

SATISFIED
Hsc 10 96 12 118
Ug 3 8 0 11
Total 22 203 25 250
37
AVAILABLE TO CUSTOMERS
INFERENCE:
satisfaction in supervisor’s Available to Customers.
Very Satisfied:9
Satisfied:99
Neutral:13
Total respondent:121
Very Satisfied:10
Satisfied:96
Neutral:12
38
Very Satisfied:3
Satisfied:8
Neutral:0
Total respondent:11
EDUCATION AND BRANCH CLEANLINESS:

TABLE 4.2.6 CORRELATION BETWEEN EDUCATION AND BRANCH
CLEANLINESS
Particular
Very
satisfied satisfied Neutral Dissatisfied Total
Secondar
17 92 10 2 121
HSC 13 94 10 1 118
u.g 1 7 3 0 11
Total 31 193 23 3 250
Total 33 189 23 5
FIGURE 4.2.6 CORRELATION BETWEEN EDUCATION AND BRANCH

CLEANLINESS
39
INFERENCE:
the satisfaction in Branch Cleanliness.
Neutral:10, Dissatisfied:2
Neutral:12,Dissatisfied:1
Total respondent:11
40
EDUCATION AND BRANCH EFFICIENCY OR NO WAITING:
TABLE 4.2.7 CORRELATION BETWEEN
EDUCATION AND BRANCH EFFICIENCY
Particula Very
Satisfied Satisfied Neutral Total
Edu Second 9 99 13
Hsc 11 94 13 118
UG 2 9 0 11
Total 22 202 26 250
Figure 4.2.7 CORRELATION BETWEEN EDUCATION AND

BRANCHEFFICIENCY
41
INFERENCE:
the satisfaction in Branch Efficiency.
EDUCATION AND BRANCH NO LINEUPS NEAR COUNTER:

TABLE 4.2.8 CORRELATION BETWEEN EDUCATION AND
BRANCH NO LINE UPS
Particula very satisfied neutral total

satisfied
Second 9 99 13 121
Hsc 10 96 12 118
UG 3 8 0 11
Total 22 203 25 250
42
FIGURE 4.2.8 CORRELATION BETWEEN EDUCATION AND BRANCH NO
LINE UPS
INFERENCE:
the satisfaction in Branch no line ups.
43
Total respondent:11
EDUCATION AND BRANCH ATTRACTIVENESS:

TABLE4.2.9 CORRELATION BETWEEN EDUCATION AND
BRANCH ATTRACTIVENESS
Particula very dissatisfi Total

rs satisfied satisfied neutral ed
Second 19 87 11 4 121
Hsc 13 92 12 1 118
Ug 2 6 3 0 11
Total 34 185 26 5 250
44
FIGURE 4.2.9 CORRELATION BETWEEN EDUCATION AND BRANCH
ATTRACTIVENESS
INFERENCE:
satisfaction in Branch attractiveness.
Very Satisfied:13
Satisfied:92, Neutral:12
Dissatisfied:1
Total respondent:1
45
LOAN/MORTGAGES:
EDUCATION AND LOAN SECTION’S FRIENDLINESS:
FIGURE 4.2.10 CORRELATION BETWEEN EDUCATION
AND LOAN SECTION’S FRIENDLINESS
particula Very dissatisf Total

satisfied satisfied neutral ied
Edu Second 19 88 10 4
Hsc 13 91 13 1
Ug 2 8 1 0
Total 34 187 24 5 250
FIGURE 4.2.10 CORRELATION BETWEEN EDUCATION AND LOAN SECTION

FRIENDLINESS
46
INFERENCE:
the satisfaction in Loan section Friendliness.
Total respondent:11
47
EDUCATION AND LOAN SECTION’S KNOWLEDGE:
TABLE 4.2.11 CORRELATION BETWEEN EDUCATION AND LOAN
SECTION’S KNOWLEDGE
particulars Very Total

Satisfied Satisfied Neutral
Seconda 9 99 13 121
Hsc 11 94 13 118
Ug 3 8 0 11
Total 23 201 26 250
48
FIGURE 4.2.11 CORRELATION BETWEEN EDUCATION AND LOAN
SECTION’S KNOWLEDGE
INFERENCE:
the satisfaction in Loan section Knowledge.
Very Satisfied:19, Satisfied:99, Neutral:13
Total respondent:11
49
EDUCATION AND LOAN SECTION’S FASTNESS:
TABLE 4.2.12 CORRELATION BETWEEN EDUCATION AND
LOAN SECTION’S FASTNESS
Particul Very Dissatisf Total
ars satisfied satisfied neutral ied
Second 19 88 10 4 121
Hsc 13 92 12 1 118
Ug 1 7 3 0 11
Total 33 187 25 5 250

SECTION’S FASTNESS
INFERENCE:
50
satisfaction in Loan Section Fastness.
Total respondent:11
EDUCATION AND LOAN SECTION’S PROFESSIONALISM
TABLE 4.2.13 CORRELATION BETWEEN EDUCATION
AND LOAN SECTION’S PROFESSIONALISM
Very Satisfie Dissatisf

satisfied d neutral ied
Edu Second
19 88 10 4
ar
Hsc 14 91 12 1
Ug 1 7 3 0
Total 34 186 25 5 250
51
SECTION’S PROFESSIONALISM
INFERENCE:
the satisfaction in Loan section Professionalism.
Neutral:10, Dissatisfied:4, Total respondent:121
52
EDUCATION AND LOAN SECTION’S AVAILABILITY
TABLE 4.2.14 CORRELATION BETWEEN EDUCATION
AND LOAN SECTION’S AVAILABILITY
particular Very Total
satisfied satisfied Neutral
Seconda 11 97 13 121
Hsc 10 95 13 118
Ug 1 10 0 11
Total 22 202 26 250

SECTION’S AVAILABILITY
INFERENCE:
the satisfaction in Loan section availability.
53
AGE AND SUPERVISOR’S FRIENDLINESS:

Particul Very Total
ars satisfied satisfied neutral
upto 20 0 2 0 2
20-40 6 103 5 114
40-60 14 96 19 129
above
1 1 3 5
60
Total 21 202 27 250
TABLE 4.2.15 CORRELATION BETWEEN AGE
AND SUPERVISOR’S FRIENDLINESS
54
FIGURE 4.2.15 CORRELATION BETWEEN AGE AND SUPERVISOR’S
FRIENDLINESS
INFERENCE:
It is been inferred that respondent belongs to Age basis depending on the
satisfaction in Supervisor’s friendliness.
Upto 20 respondents :
Age 20-40 respondents :
55
Age above 60 respondents :
Very Satisfied:1,Satisfied:1
AGE AND SUPERVISOR’S WILLINGNESS:

TABLE 4.2.16 CORRELATION BETWEEN AGE
AND SUPERVISOR’S WILLINGNESS
particul Very satisfie neutral Total
ar satisfie
Age upto 20 0 2 0
20-40 8 97 9
40-60 14 94 21
above
1 1 3
60
Total 23 194 33 250
56
WILLINGNESS
INFERENCE:
satisfaction in Supervisor’s willingness.
57
AGE AND SUPERVISOR’S RECOGNITION:

TABLE 4.2.17 CORRELATION BETWEEN AGE AND
SUPERVISOR’S RECOGNITION
Particular very Total

satisfied satisfied Neutral
Age upto 20 0 2 0
20-40 8 97 9
40-60 15 93 21
above 60 1 1 3
Total 24 193 33 250
58
RECOGNITION
INFERENCE:
satisfaction in Supervisor’s recognition.
59
Age and Branch cleanliness

TABLE 4.2.18 CORRELATION BETWEEN AGE AND BRANCH CLEANLINESS
Particulars very Total
satisfied satisfied neutral Dissatisfied
Age upto 20 0 2 0 0
20-40 11 89 11 3
40-60 19 98 12 0
above 60 1 4 0 0
Total 31 193 23 3 250
60
RECOGNITION
INFERENCE:
satisfaction in Branch’s cleanliness.
61
AGE AND BRANCH NO LINEUPS:
TABLE 4.2.19 CORRELATION BETWEEN AGE AND

SUPERVISOR’S BRANCH NO LINEUPS
Very Dissatis
satisfied satisfied neutral fied
Age upto 20 0 2 0 0
20-40 13 84 12 5
40-60 19 99 11 0
above
1 4 0 0
60
Total 33 189 23 5 250
FIGURE 4.2.19 CORRELATION BETWEEN AGE AND

SUPERVISOR’S BRANCH NO LINEUPS
62
INFERENCE:
satisfaction in Branch’s no line ups.
Total respondent:2
63
AGE AND LOAN SECTION FRIENDLINESS
TABLE 4.2.20 CORRELATION BETWEEN AGE AND LOAN
SECTION FRIENDLINESS
Particul
ars Very Dissatis
satisfie satisfie neutral fied Total
Age upto 20 0 2 0 0
20-40 14 83 12 5
40-60 19 98 12 0 129
above
1 4 0 0 5
60
Total 34 187 24 5 250
64
FIGURE 4.2.20 CORRELATION BETWEEN AGE AND LOAN SECTION
FRIENDLINESS
INFERENCE:
satisfaction in Loan section’s friendliness.
Total respondent:11
65
AGE AND LOAN SECTION WILLINGNESS:
SECTION WILLINGNESS
Particul very Dissatis Total

ars satisfied satisfied neutral fied
Age upto 20 0 2 0 0
20-40 13 82 13 6
40-60 19 98 12 0
above
1 4 0 0
60
Total 33 186 25 6 250
66
FRIENDLINESS
INFERENCE:
satisfaction in Loan section’s willingness.
Total respondent:11
67
AGE AND LOAN SECTION PROFESSIONALISM
SECTION PROFESSIONALISM
very Dissatis Total

satisfied satisfied neutral fied
upto 20 0 2 0 0 2
20-40 13 83 13 5 114
40-60 20 97 12 0 129
above
1 4 0 0 5
60
Total 34 186 25 5 250
68
PROFESSIONALISM
INFERENCE:
satisfaction in loan section’s professionalism.
Neutral:0, Dissatisfied:0. Total respondent:11
69
70
Findings,Suggestions & Conclusions
71
5.1 Findings
· It is inference that, 1% of the respondents belong to the age group upto 20,
45% belongs to 20-40 age group, 52% belongs to 40-60 age group and
remaining 2% above 60.
· 88% of the respondents are male, and remaining 12% are female.
· 29% of the respondents belongs to Occupation as business,23% of the
respondents belongs to government jobs,38%of the respondents belongs to
the private jobs and remaining 10% of the respondents belongs to other
jobs category.
· It is inferred that respondent belong to the group of secondary is
48%.,respondents belong to the group of Higher secondary 47%and
respondent belong to the group of U.G is 4%
· The respondent of 91% belongs to married category and remaining 9%

belongs to unmarried categories.
· 14% of the respondents are belongs to Income below 5000,52 % of the
respondents are belongs to Income group of 5000-1000,30%of the
respondents are belongs to group of Income 10000-15000.and the
remaining group consists of 5% of respondent belongs to above 15000
Income group.
· 57% of the respondents are belong to the group having SBaccount,23% of
the respondents are belong to the group having current account and
remaining 20% of the respondents are belong to the group containing
other account(rd,fd).
· The 66% of the respondents belongs to the group of people having only
one account,30% of the respondents belongs to the group of people having
two accounts and remaining 4% of the people belongs to the group having
more than 3 accounts.
· 35% of the respondent belongs to the group of account holding upto 5
years, 31% of the respondent belongs to the group of account holding from
72
5-10years ,25% of the respondents belongs to the group of account holding
from10-15 years and the remaining 9% of respondents belong to the group
of people holding account more than 15 years.
· 30% of the respondents are belong to the group of people residing upto 1
km,43% of the respondents are belong to the group of people residing
around 1-5 kms , 20% of the respondents are residing between 5-10 kms
group and remaining 7% of respondent belongs to the group of people
residing more than 10 kms.
· In the correlation parts most of the respondents are satisfied with the
service and few respondents feels the service is neutral.
· Most of the respondent feels branch’s line ups near counter is little bit to be
improved in branch.
73
5.2 Suggestions
1. Banks must conduct regular customer Surveys and customer meets to assess
the changing needs of customers.
2. Banks should design services and products to suit the underlying dimensions of
quality service, convenient location, low cost and safety
3. With the newly acquired technology, banks should launch various value added
services and new technology driven products blended with the existing ones to
enable the bank to extend a variety of financial services, all under one roof.
4. While the existing products will continue to find takers, the competitive
environment will make it necessary to introduce products by leveraging technology
on a continuous basis to suit customers needs.
5. Marketing of insurance products/mutual funds credit cards in all branches to be

undertaken to satisfy the modem customers needs, so that the banks transform
themselves into one stop shops that meet all the banking and financial needs of
the customer.
6. Banks are to pioneer new service delivery techniques to strengthen bank's

relationships with branch customers and to suit the underlying dimensions of
safety, quality of service and returns.
7. Facilities for ancillary services like safe custody of articles and Safe deposit
lockers are to be provided at all branches and customers should be made aware
of their availability.
8. Banks should accept the concept of learning organizations where new skills and
knowledge are continuously created, acquired and assimilated and everyone is set
74
on a learning mode. Training programs in banks should not only provide job
knowledge but also inputs in the areas of management, marketing and behavioral
sciences.
9. Major training programs need to be introduced for bank staff in marketing of

financial services to enable skill development, reorient mindset and to become
customer centric.
Most banks have two main objectives; to be profitable and to satisfy

customers. In order to achieve the first aim, the second one has to be met. This
means finding out just how satisfied customers really.
5.3 Conclusion
Customers for financial services are changing in terms of their wants,
needs, desires, expectations and problems and financial service providers have to
understand who their customers are, what they prefer, why they buy, who makes
the decision and how the consumer uses the product and service.
In conformity with these changes, there should be changes in the Bank's

services, training, attitudes and images, marketing strategies and patterns of
organization and control. New technology driven products blended with the
traditional ones and personalized service will enable banks to extend a variety of
financial services under one roof.
5.4 Scope for further study
Financial services marketing researchers will need to focus on customer's

needs, attitudes, Values and behaviors. Customer research will help in
understanding and anticipating customer needs that can be met through product
75
development or through differentiation. There is tremendous scope for further
research along bank customers and staff in Kerala, the state with highest literacy
and banking habits. It will enable monitoring of customer satisfaction with personal
service and with automated service-delivery methods in order to pinpoint areas
where service quality can be enhanced. Internal marketing will also be challenged
to use technology to more precisely identify and segment markets and prospects
that can be targeted with a special offer.
Bibliography/reference
BOOKS
· Baumann, C., Burton, S., and Elliot, G. (2005), “Determinants of customer
loyalty and share of wallet in retail banking”, Journal of Financial Services
Marketing, Vol. 9 No. 3, pp. 231-248.
· Bose, R. (2002), "Customer relationship management: Key components for
IT success", Industrial Management & Data Systems, Vol. 102 No. 2, pp.
89-97.
· Blattberg, R. C. and Deighton, J. (1991), “Interactive marketing: exploring
the age of addressability”, Sloan Management Review, Vol. 33 No. 1, pp.
5-14.
· Gopinath, S. (2005a, May 28), Retail Banking - opportunities and
challenges, Retrieved May 9, 2007, from Reserve Bank of India:
· Hiebeler, R., Kelly, T. B., Ketteman, C. (1998), “Best practices: Building
your business with customer-focussed solutions”, New Delhi: Simon &
Schuster
76

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A STUDY ON CUSTOMER SERVICE IN CANARA BANK, TIRUCHENGODE

Under the guidance of

In partial fulfillment of the requirements

MASTER OF BUSINESS ADMINISTRATION

Kumaraguru College of Technology

Certified that this project report titled “A STUDY ON CUSTOMER SERVICE IN

CANARA BANK” is the bonafide work of Ms. SANGEETHA KANDASAMY who

dissertation on the basis of which a degree or award was conferred on an earlier

occasion on this or any other candidate.

Faculty Guide Director

Mr.K.PRABHU Dr. VIJILA KENNEDY

Assistant Professor KCT Business School

KCT Business School

Submitted for the project viva voce examination held on ____________

Internal Examiner External Examiner

Learning is a continuous process. I am indeed thankful to Arutchelvar

Dr. N. Mahalingam constantly engaged in propagating the cherished values of our

great predecessors, be it in politics, education, philanthropy, business, literature or

support of moral strength and continual encouragement to us.

My heartfelt thanks to my project guide Mr.K.PRABHU Assistant Professor Senior

carrying out the project successfully.

I immensely thank the management of CANARA BANK for permitting

complete this project.

I hereby declare that the summer project titled “A STUDY ON CUSTOMER

award of the degree of Master of Business Administration, is a record of original research

Business School, Coimbatore.

Place: Coimbatore SANGEETHA KANDASAMY

CHAPTER PARTICULARS PAGE NO

4.1.1 Showing respondents based on gender 22

4.1.2 Showing respondents based on age 23

4.1.3 Showing respondents based on occupation 24

4.1.4 Showing respondents based on education 25

4.1.5 Showing respondents based on martial status 26

4.1.6 Showing respondents based on Income 27

4.1.7 Showing respondents based on account type 28

4.1.8 Showing respondents based on no of accounts 29

Correlation between education and supervisor’s

4.2.10 Correlation between education and loan section’s

4.1.1 Showing respondents based on gender 22

4.1.2 Showing respondents based on age 23

4.1.3 Showing respondents based on occupation 24

4.1.4 Showing respondents based on education 25

4.1.5 Showing respondents based on martial status 26

4.1.6 Showing respondents based on Income 27

4.1.7 Showing respondents based on account type 28

4.1.8 Showing respondents based on no of accounts 29

Correlation between education and supervisor’s

4.2.10 Correlation between education and loan section’s

“With enhanced competition amongst banks, customer service becomes the

· When it comes to banking, customers are most interested in receiving top-

· Launching of Inter-City ATM Network

1.3 Problem Statement:

1.3 Scope of the study

The paper titled “Learnings from Customer Relationship Management

The paper titled “Perceptions of Customers and Bank Personnel Implemented

Banking Services and Customer Satisfaction: A Study on Banks in Belgaum

In banking, quality of customer service plays a crucial role in the context of

Service Quality of Indian Bank in Thanjavur District: Evidence from Survey

‘E. Mubarak Ali, P. L. Senthil andG. S. David Sam Jaykumar