customer satisfaction in uva development bank

8/14/2019 customer satisfaction in uva development bank

1/28

CHAPTER -01

1.1 BACKGROUND OF STUDY

Today business organization play a vital role in society in many ways,

Such as producing or supplying goods, services information and idea or

generating employment opportunities, contribution to the growth and

development of the economy. Therefore the society has no Survey

without business to achieve its objective business organization plans their

future through organization structure. The management of the

organization makes strategic plans to achieve its subjective & goals in

here works & the significant factors in an organization.

In this global world sustaining a leading edge in the competitive market is

one of the most difficult challenges faced by every organization,

especially government. This challenge is crucial when it is a bank in

present situation. In order to face This Challenge, this challenge, these

banks have to maintain their competitive. Edge over the other banks

.Therefore they have to be efficient effective & economical.

1.2 RESEARCH QUACTIONS

What are the internal & external factors effecting customer

satisfaction

What are the recommendations solve to this problem.

1.3 OBJECTIVE OF RESEARCH

1 | P a g e


2/28

Customer

satisfaction

Perceived Delivery of Product &

Service

Satisfactio

n

Dissatisfactio

n

To study the internal factors for satisfaction

To study the external factors for satisfaction

To identify the strategies o increase the customer satisfaction

1.4 CONCEPTUAL FRAME WORK

Match

Yes No

2 | P a g e


3/28

1.5 METHODOLOGY

1.5.1 Data collection method

It has to be used both primary & secondary data. The sample consider

with 50 customers .Information was gather according to questionnaire

1.5.2. Data Analyzing Method

Primary data analyzed by the percentage of the responders information.

To understand these data more clearly, logically it has been used tables &

graphs.

Finally this information has supported to identify the recommendations

3 | P a g e


4/28

CHAPTER 02

LITERATURE REVIEW

2.1CUSTOMER SATISFACTION

In terms of customer Satisfaction & quality. A frame work is developed

to evaluate the dynamics of customer satisfaction & quality. An empirical

Analysis is conducted to explore customer satisfaction in construction as

perceived by two customer groups: public & privete customers.

Customer Satisfaction has become one of the key issues for companies in

their efforts to improve quality in the competitive market place. It can be

seen as either a goal of or a measurement tool in the development of

construction quality. Customer Satisfaction is considered to affect

customer retention &, therefore, profitability & competitiveness.

A company must periodically measure customer Satisfaction in order to

learn how satisfied its customers are.Tobica & Stroh (2007) argue that, in

construction.the extend of customer Satisfaction is only known late in the

project when most of the customers money has already been spent.

When companies know which attributes of a service or product affect

customer Satisfaction, their challenge is to modify their current offering

in a way that would lead to maximum customer Satisfaction.

4 | P a g e


5/28

Customer Satisfaction is one of the most important tasks facing business

today, it is a state felt by a person who has experienced a performance

that has fulfilled his or her axpectations.This Satisfaction is a Function of

the relative levels of expectation & perceived performance unless

organizations can retain the loyalty of their customer. They will not be

able to retain their business and the long term future will be uncertain

customer satisfaction is at the heart of remaining loyalty and it is every

ones responsibility

2.3MEASURING SATISFACTION

To compete successfully in the long term, a company must be surecurrent customers are satisfied to learn how satisfied its customers are the

company must continually measure customer satisfaction.

If company knows hoe the attributes of a product or service affect

customer satisfaction , the challenging would involve modifying current

product & services in such away that they would receive maximum

customer satisfaction evaluation. Before a model of customer satisfaction

can be discussed however, it is necessary to provide simple conceptually

sound definition of customer satisfaction. The simplest availabledefinition of a customer is the one who pays the bill (Austin &

peters1985)-a pain customer. Another types of customer equally

important, is one who uses a product or service-a user customer.

Current literature on customer satisfaction /dissatisfaction. Suggests that

the primary antecedents of satisfaction are product & services

performance & the customer expectations regarding that performance

according to that paradign.When purchasing a product/service the

customer forms expectations concerning the future performance of theitem. As the product/service is experienced, the customer compares the

quality of performance to his or her expectation. If the product/service

performs as well as or better than, expected the customer will be satisfied.

If however performance is below expectations, dissatisfaction will result.

2.4 KEY BENEFITS OF HIGH CUSTOMER SATISFACTION

5 | P a g e


6/28

There are key benefits of high customer satisfaction for a company. A

growing body of evidence suggests that delivering high quality & high

customer satisfaction is rewarded by economic returns, confirming the

appropriateness of this strategy marketers have come to realize that a

group of satisfied customer is the strongest sales force in the marketplace.

An increase in customer satisfaction also should enhance the overallreputation of the firm once established a reputation for remarkable

product & service can be tapped to win new customer.

2.5 CONSUMER SATISFACTION PROCESS

The paramount goal of marketing is to understand the consumer & to influence

buying Behavior. One of the main perspectives of the consumer behavior research

analysis buying behavior from the so-called information processing perspective

To the model, customer decision making process comprises a need satisfying

Behavior & a wide range of motivating & influencing factors. The process can be

depicted in the following steps.

2.6 POST PURCHASE BEHAVIOR

After purchase in product the consumer will experience satisfaction or

dissatisfaction. Satisfied customer will buy the product agent & will buy

the product agent & will take about product haply.

Dissatisfaction consumer will take an action or not take action.

6 | P a g e


7/28

2.7 IMPORTANCE OF CUSTOMER SATISFACTION

Businesses need money to service. Customers bring business money in

exchange for business satisfying customers wants & or needs. Customers

Stop bringing money to business when business stop Satisfying

Customers, causing businesses to die.

Top management, through its action, must show that customer

satisfaction is important to it. This can be done in several ways.

Acknowledging areas where the company needs to improve.

Allocating appropriate resources to the improvement of customer

satisfaction

Involvement of management & employees in the development of

plans for customer satisfaction improvement

Linking management bonuses to satisfaction Scores,

Clear & frequent communication of what is being done to improve

customer satisfaction.

CHAPTER 03

7 | P a g e


8/28

UVA DEVELOPMENT BANK

3.1 INTRODUCTION

Uva Development Bank is a licensed Specialized Bank incorporated

under the Parliamentary Act No 06 of 1997. The Bank engages in all

banking activities except for operating current accounts and grant

facilities for international trade activities. The service is channeled

through 17, 8 & 9 branches in,

Badulla

Monaragala &

Ampara Districts respectively.

The bank that brings together all communities in the three districts of

Badulla, Monaragala and Ampara, the majority of whom possess diverse

socioeconomic, religious and ethnic backgrounds.

3.2 VISON, MISSON AND OBJECTIVE

VISON

To be the leading provider of micro-financing services to the community

in the region.

MISSON

8 | P a g e


9/28

To be the strongest and most innovative organization providing financial

and non-financial services for the socio-economic development region.

OBJECTIVE

The bank shall provide financial assistants for the overall economic

development of the region with special emphasis on promoting and

developing the agriculture, industry, trade, commerce and fisheries

activities.

3.3 ORGANIZATION STRUCTURE AND BRANCH NETWORK

9 | P a g e

Head office


10/28

3.4 PRODUCT AND SERVICES

3.4.1 Saving Accounts

10 | P a g e

Chairman

General Manager

Administration

Development & credit

Internal Audi

Recoveries

Finance &l Accounts

Supplies & premises

District officeBadulla

1. Badulla2. Bandarawella3. Giradurukotte4. Haputhale5. Haldummulla6. Kandakatiya7. Lunugala8. Mahiyangana9. Meegahakiula10. Passara11. Redeemaliyadd

a12. Uvaparanagama13. Walimada14. Maligathanna15. Bogahakubura16. Diyathalawa17. Dehiaththakand

iya

District office

Monaragala

Buththala

Badalkubur

a

Wellawaya

Monaragala

Thanamalwi

lla

Medagama

District office

Ampara

Ampara

Samanthre

Akkarapaththu

wa

Kalmune

Mahaoya

Pothuwil

Damana


11/28

The bank has introduced value addition like offering comprehensive

satisfaction to all savings account holders.

Normal savings

1. Individual

2. Group

Supala Saving

Ayojana diriya

Prasakthi

Piyawara

Isuru societies savings

1. Individual2. Group

3.4.2 Fixed Deposits

The bank fixed deposit operating in a highly competitive environment

fixed deposits gives the investor with higher interest than the published

deposits rates.

3.4.3 Deposits Certificates

The Bank Operating Deposit Certificates highly competitive

environment in badulla.

Swarna hansa

Bakmaha vasana

3.4.4 Loans

Badulla UDB is justifiably proud to offer arrange of customized loans to

cater to Spesific needs of each demographic group in badulla area. Typesof loans

11 | P a g e


12/28

Livestock Loans

Fisheries Loans

Farm Machinery Loans

Cultivation Loans

Small industries Loans

Trade & Business Loans

House Hold Facility loan

Housing Loan

Uva Enterprise Development Loans

Lend Loans

Pawing Loans

Refinance Loans

IRDP Loans

Perennial crops Loans

Rehabilitation Loans

Sathutudiweua Loans

Isuru Loans

HDFC Housing Loans

Skills Development Project

Staff Loans

1. Festival Loans

2. Other Loans

Non Performing Loans

3.4.5Pawing

Badulla Uva Development Bank Pawing Service is an advance to

customers at a low interest rate.

12 | P a g e


13/28

3.4.6 Dina Dina Collection

Badulla Uva Development Bank unique Dina Dina Collection Service

concept was launchad in the year 2003.A chain of staff members go from

door to door daily & collect deposits.

3.4.7Withdrawals & Deposits

Customer Withdrawals & deposits money from his or her account.

CHAPTER 04

DATA PRESENTATION & ANALYSIS

4.1 Personal Information

4.1.1 The age Category of Customers

In This research six age Categories were selected.

13 | P a g e


14/28

Table 4-1 the Age Category of Customers

Age group Customers Percentage

0-19 03 06%

20-29 11 22%

30-39 15 30%

40-49 10 20%

50-59 08 16%

More than 60 03 6%

Total 50 100%

Source : Survey Data

Analyzing according to age to of the customers the study intend to reveal

the correct segmentation. Under this purpose there are 30-39 age groups

& it is 30% of whole sample. This is the highest percentage of whole

sample. Customers are more than 60 & less than 19 are the contribution

for the services to Badulla UDB. Percentage of both of this is 3% of the

total sample.

Figure 4.1 Age Category of Customers

4.1.2 The Category of Sex

In here we can see participation of both male & female.

Table 4-2 the Sex Category of customer

Gender Customers Percentage

Male 36 72%

Female 14 28%

Total 50 100%


14 | P a g e


15/28

According to above presentation 72% of male customers were responding

for the Badulla UDB service.28% of them was female.

Figure 4.2 Sex Category of customer

4.1.3 Occupation Categories

By categories customers according to their occupation the researcher

intends to identify correct segment.

Figure 4.3 Occupation Category of customer

Occupation Customers Percentage

Business 12 24%

Farms 20 40%

Educationists 04 8%

No occupation 04 8%

Other occupation 10 20%

Total 50 100%


15 | P a g e


16/28

Mainly customers expenditure depends on their occupation, their 5

category of occupation customers very important for market potential

analysis.

According above table 40% are farms. 24% of customers are belonging tobusiness as well as 20% customers belong to other occupation. The

Educationists & No occupation represent same percentage. That is 8%.

Figure 4.3Occupation Category of Customers

4.1.4 Monthly income

By categories customers according to their Income the researcher intends

to identify correct segment.

Table 3-4 the Category of Customers

Income range Customers Percentage

Below Rs 5000 04 8%

Rs 5000-10000 05 10%

Rs 10000-20000 22 44%

Above Rs 200000 19 38%

Total 50 100%

According above 44% are Rs 10000-20000.38% of customers are

belonging Above Rs 200000 as well as 10% customers belong to Rs

5000-10000. 8% are Below Rs 5000 monthly income.16 | P a g e


17/28

Figure 4.4 Monthly incomes Category of Customers

4.2 Research information

1. What your opinion about Badulla UD bank services?

Table 4.5

Customers percentage

Excellent 3 6%

Very Good 9 18%

Good 31 62%

Fair 5 10%

Poor 2 4%

Total 50 100.00%

Figure 4.5

According to the above presentation 3 customers have excellent opinion

about UDB. 9 & 31 customers have every good & good opinion about

UDB. And also 5 & 2 customers have fair & poor opinion.

17 | P a g e


18/28

2. How would you rate your level of overall satisfaction with UD bank?

Table 4.6


Excellent 8 16%

Very Good 9 18%

Good 26 52%

Fair 5 10%

Poor 2 4%

Total 50 100.00%

Figure 4.6

According to the above presentation 8customers have excellent OverallSatisfaction about UDB. 9 & 26 customers have overall satisfaction about

UDB. And also 5 & 2 customers have fair & poor satisfaction about

UDB.

3. How would you rate your level of satisfaction with UD bank in regards to

prices?

Table 4.7


Excellent 6 12%

Very Good 8 16%

Good 27 54%

Fair 6 12%

Poor 3 6%

18 | P a g e


19/28

Total 50 100%

Figure 4.7

According to the above presentation 6customers have satisfaction with

UD bank in regards to prices. 8 & 27 customers are satisfaction with UD

bank in regards to prices. And also 6 & 3 customers have fair & poor

customers are satisfaction with UD bank in regards to prices.

3 How would you rate your level of satisfaction with UD bankin regards to

benefits?

Table 4.8


Excellent 5 10%

Very Good 9 18%

Good 25 50%

Fair 8 16%

Poor 3 6%

Total 50 100%

Figure 4.8

According to the above presentation 5customers have satisfaction withUD bank in regards to benefits. 9 & 25 customers are satisfaction with

19 | P a g e


20/28

UD bank in regards to benefits. And also 8 & 3 customers have fair &

poor customers are satisfaction with UD bank in regards to benefits.

5 .How would you rate your level of satisfaction with UD bank in regards to

customer service?

Table 4.9


Excellent 4 8%

Very Good 8 16%

Good 24 48%

Fair 11 22%

Poor 3 6%

Total 50 100%

Figure 4.9

According to the above presentation 4 customers have satisfaction with

UD bank in regards to customer service.. 8 & 24 customers are

satisfaction with UD bank in regards to customer service. And also 11 &

3 customers have fair & poor customers are satisfaction with UD bank in

regards to customer service.

6 How would you rate the overall quality of your relationship with UD bank

considering all of your experiences with them?

Table 4.10


Excellent 5 10%

Very Good 9 18%

Good 20 40%

20 | P a g e


21/28

Fair 12 24%

Poor 4 8%

Total 50 100%

Figure 4.10

According to the above presentation5 customers have satisfaction with

UD bank in regards to overall quality. 9 & 20 customers are satisfaction

with UD bank in regards to overall quality. And also 12 & 4 customershave fair & poor customers are satisfaction with UD bank in regards to

overall quality.

7 How likely are you to repurchase products and services from UD bank?

Table 4.11


Excellent 3 6%

Very Good 29 58%

Good 16 32%

Fair 1 2%

Poor 1 2%

Total 50 100%

Figure 4.11

21 | P a g e


22/28

According to the above presentation 3 customers have repurchase

products and services from UD bank. 29& 16 customers repurchase

products and services from UD bank. And also 1 & 1 customers have fair

& poor customers repurchase products and services from UD bank.8 How likely are you to recommend UD bank to a friend or relative?

Table 4.12


Excellent 7 14%

Very Good 19 38%

Good 21 42%

Fair 2 4%

Poor 1 2%

Total 50 100%

Figure 4.12

According to the above presentation 7 customers recommend UD bank

to a friend or relative. 19 & 21 customers recommend UD bank to a

friend or relative. And also 2 & 1 customers have fair & poor customers

recommend UD bank to a friend or relative.

4.3 OVERALL RESEARCH INFORMATION

22 | P a g e


23/28

Statements

Ex

cel

le

nt

Ve

ry

Go

od

G

oo

d

Fa

ir Po

or

Me

an

1 What your opinion about Badulla UD

bank services?3

9 31 5 2 2.88

2 How would you rate your level of

overall satisfaction with UD bank?8 9 26 5 2 2.68


satisfaction with UD bank in regards

to prices?

6 8 27 3 3 2.84


satisfaction with UD bankin regards to

benefits? 5 9 25 8 3 2.9


satisfaction with UD bank in regards

to customer service? 4 8 24 11 3 3.02

6 How would you rate the overall

quality of your relationship with UDbank considering all of your

experiences with them?5 9 20 12 4 3.02

7 How likely are you to repurchase

products and services from UD bank?3 29 16 1 1 2.36

8 How likely are you to recommend UD

bank to a friend or relative?7 19 21 2 1 2.42

Total 2.76

23 | P a g e


24/28

CHAPTER 05

CONCLUSIONS & RECOMMENDATIONS

5.1 CONCLUSIONS

Though the light of this study it is pin pointed that Badulla Uva

Development Bank area is mostly patronized by customers who belong to

age category 30-39.most of males and farms are transaction with Babulla

Uva Development Bank. Customers have monthly income Rs 10000-

20000 who are mostly transaction with Badulla Uva Development Bank.

According to the mean value most of customers are middle level satisfied

customers. They have middle level satisfaction about customer service,

prices, benefits, quality. And most of customer would like repurchase

badulla Uva Development Bank Services.

24 | P a g e


25/28

5.2 RECOMMENDATIONS

I have to introduce & develop better qualitative & efficient service than

other banks.

Introducing new product & services to customers.

Training the employees to good customer service.

Consider the customer complains & get correct action to that

complains.

Conducted the competition & give the prices.

Provide the service to the customers even the holiday

Introduce new benefits ( gifts, lottery)

PART 01

Personnel Details

25 | P a g e


26/28

1. Age

Below 18 years

18-36 years

36-35 years

Over 50 years

2. Civil status

Single Married

3. Occupation

Business

Farms

Educationists

No occupation

Other occupation

4. Monthly income

Below Rs 5000

Rs 5000-10000

Rs 10000-20000

Above Rs 200000

PART 02

Research Information

26 | P a g e


27/28

5. What your opinion about Badulla UD bank services?

1. Excellent2. Very Good3. Good4. Fair 5. Poor

6. How would you rate your level of overall satisfaction with UD bank?



prices?

1. Excellent

2. Very Good3. Good4. Fair 5. Poor


benefits?

1. Excellent2. Very Good3. Good4. Fair

5. Poor


customer service?


1. How would you rate the overall quality of your relationship with UD bank

considering all of your experiences with them?


1. How likely are you to repurchase products and services from UD bank?

1. Excellent2. Very Good

27 | P a g e


28/28

3. Good4. Fair 5. Poor

13 How likely are you to recommend UD bank to a friend or relative?


customer satisfaction in uva development bank

Documents

Transcript of customer satisfaction in uva development bank