Investigating drivers of bank loyalty: the complex Relationship between service quality and...

A PROJECT REPORT ON

Investigating drivers of bank loyalty: the complex

Relationship between service quality and satisfaction

OfCenter for Management Studies

Under Guidance of

Prof. Nirav Halvadia

SUBMITTED BY:

Hiran Patel (IB 13)

Seereen Patel (IB 14)

Mohit Prajapati (IB 15)

Hiren Vagasiya (Agri 27)

Mishek Sorathiya (Agri 25)

Bhargav Vaghani (Agri 26)

SUBMITTED TO:

Prof. Nirav Halvadia

Acknowledgement

We are grateful to center for management studies for giving us the opportunity to work on this project.

We express our post gratitude to our project guide Prof. Nirav Halvadia for rendering valuable support, guidance and encouragement throughout the project.

We would also like to thanks our faculty members who rendered their whole hearted cooperation in successful completion of the project work.

Index

Sr. no. Title Page no.1. Introduction 6

Objectives 102. Literature Review 113. Research Methodology 184. Data Analysis 20

ICICI BANK 22Q:1 Age of the respondentsQ:2 Respondent’s genderQ:3 Respondent’s Occupation?Q:4 Respondent’s income?Q:5 kind of account ?Q:8 frequency of visiting the bank?Q:9 Reason of choosing Bank?Q:10. Measure service quality of the bank?

Q:11 overall service received?Q:12 measure consumer satisfaction?Q:13 measure of consumer loyalty?Q:14 ranking of the facilities?

Q:15 commitment towards the bank?Chi-square1) Visit – type of A/C2)Age- commitment

35

ANOVA TEST1). Income- satisfaction2). Income- Loan facility

37

AXIS BANK: 38

Chi-square1) Visit – type of A/C2)Age- commitment

51

ANOVA TEST1).Age- Satisfaction2). Monthly income- Loan facility

52

HDFC BANK 54CHI-SQUARE1).visit - type of A/c2).Age-commitment

67

ANOVA Test1).Age – satisfaction2).income- loan facility

68-69

YES BANK: 70

CHI-SQUARE1).visit - type of A/c2).Age-commitment

84

ANOVA Test1).Age – satisfaction2).income- loan facility

85

5. Conclusion 89

6. BIBLIOGRAPHY 90

7. Annexure 91

Abstract

It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions?

CH-1 Introduction[1.1] what is bank:-

Bank means collect deposits from people and do loans and advice needy people who has develop their business industry. Before banking sector develops, people are doing their business by exchange their products each other instead of currency note. After playing the fast role of business the necessity are arise for easy doing business and then after a banking system is born for doing fast and easy business.

Before independent India the British government ruling in India and there are so many Raj Wada developed in India. They were doing their business by their own coins-seal among people. But when business was going on very fast the requirement of one common currency for easy business and at that time the banking business is born.

There is too much role of banking sector in growth and development of Indian economy in each and every field.

[1.2] Banking in India:-

The Indian Banking industry, which is governed by the Banking Regulation Act of India, 1949 can be broadly classified into two major categories, non-scheduled banks and scheduled banks. Scheduled banks comprise commercial banks and the co-operative banks. In terms of ownership, commercial banks can be further grouped into nationalized banks, the State Bank of India and its group banks, regional rural banks and private sector banks (the old/ new domestic and foreign). These banks have over 67,000 branches spread across the country.

The first phase of financial reforms resulted in the nationalization of 14 major banks in 1969 and resulted in a shift from Class banking to Mass banking. This in turn resulted in a significant growth in the geographical coverage of banks. Every bank had to earmark a minimum percentage of their loan portfolio to sectors identified as “priority sectors”. The manufacturing sector also grew during the 1970s in protected environs and the banking sector was a critical source.

[1.9]Classification of bank:-

[1.9.1]Scheduled and Non-Scheduled Banks:-

In India the central banking authority is the Reserve Bank of India. It is also referred to as the Apex Bank. It functions under an act called The Reserve Bank of India Act, 1934. All the banks and other financial institutions operating in India come under the monitoring and control of RBI. RBI controls the banking sector in India through an Act called The Banking Regulations Act 1949. In the past, when there were very few banks, RBI used to include all the scheduled banks in its schedule. Nowadays, when the number of banks has gone up substantially, RBI has to change the schedule every now and then, hence irrespective of whether a bank finds its name in the schedule to the RBI Act or not, its schedule status can be found out from its banking license. A Bank that is not a scheduled bank is referred to as non scheduled bank even in it is having banking license.

The difference lies in the type of banking activities that a bank can carry out in India. In the case of a scheduled bank, it is licensed by the RBI to carry on extensive banking operations including foreign exchange operations, whereas, a non-scheduled bank can carry out only limited operations. There are a number of factors considered by RBI to declare a bank as a scheduled bank, like the amount of share capital, type of banking activities that the bank is permitted to carry out etc. An example of difference between a scheduled and non-scheduled bank is dealing in Foreign Exchange.

[1.9.2] Commercial and Co-operative Banks:-

Commercial banks are by far the most widespread banking institutions in India. They provide major products and services in India. A commercial bank is run on commercial lines, for profits of the organization.

A co-operative bank on the other hand is run for the benefit of a group of members of the co- operative body. A co-operative bank distributes only a very small portion of its profit as dividend, retaining a major portion of it in business.

All the nationalized banks in India and almost all the private sector banks are commercial scheduled banks. There are a large number of private sector co-operative banks and most of them are non-scheduled banks. In the public sector also, within a state, starting from the State capital, there are State Co-operative Banks and District Central Co-operative Banks at the District level. Under the District Central Co-operative Bank, there are Co-operative Societies.

At present, In India, the banks can be bifurcated into following categories. Public Sector Banks or Nationalized Banks, which are commercial and scheduled Examples: State Bank of India, Bank of India etc.

Public Sector Banks, which are co-operative and non-scheduled-These, are state owned banks like the Maharashtra State Co-operative Bank, Junnar Co-operative Society etc. Private Sector Banks, which are commercial and scheduled-These could be foreign banks, as well as Indian Banks. Examples: Foreign Banks- CITI Bank, Standard Chartered Bank etc. Indian Banks Bank of Rajasthan Limited, VYSYA Bank Limited etc.

Private Sector Banks, which are co-operative and scheduled - These are large co-operative sector banks but which are scheduled banks. Examples: Saraswat Co-operative Bank Limited, Cosmos Co-operative Bank Limited etc.

Private Sector Banks, which are co-operative and non-scheduled-These are small co-operative banks but which are non-scheduled. Examples: Local co-operative banks which operate within a town or a city. Example: Mahesh Sahakari Bank Limited.

These are state owned. These banks have been established with a view to developing the rural economy by providing, for the purpose of development of agriculture, trade, commerce, industry and other productive activities in the rural areas, credit and other facilities, particularly to the small and marginal farmers, agricultural labourers and artisans and small entrepreneurs Garmin Banks, that are also state owned. They operate at still smaller level than RRBs and serve at villages‟ level. Foreign banks, these banks have Head office outside India

and branch in India, besides, the Reserve Bank of India (hereinafter referred to as RBI) acts as the central bank of the country. RBI is responsible for development and supervision of the constituents of the Indian financial system (which comprises banks and non-banking financial institutions) as well as for determining, in conjunction with the central Ggovernment, the monetary and credit policies. They are also controlled by RBI.

[1.9.3] Retail Banking vs. Wholesale Banking:-

Whole sale banking typically involves a small number of very large customers such as big corporations and governments, whereas retail banking consists of a large number of small customers who consume personal banking and small business services. Wholesale banking is largely inter-bank; banks use the inter-

bank markets to borrow from or lend to other banks/ large customers, to participate in large bond issues and to engage in syndicated lending. Retail banking is largely intra-bank; the bank itself makes many small loans.

Most of the Indian public sector banks practice retail banking; they are slowly practicing the concept of wholesale banking. On the other hand, most of the well-established foreign banks in India and the recent private sector banks practice wholesale banking alongside retail banking.

As a result of this difference, the composition of income for a public sector bank is different. While a major portion of the income for large public sector banks is from lending operations, in the case of any private sector bank in India, the amount of non-operating income (other than interest income) is substantially higher. The composition of other income is commission on bills/ guarantees/ letters of credit, counseling fees, syndication fees, credit report fees, loan processing fees, correspondent bank charges etc.

[1.9.4] Global Banking:-

Global Banking activities are an extension of various activities listed above into the international market. Global banking primarily consists of trade in international banking services and establishment of branches and subsidiaries in foreign countries.

[1.10]Special Kinds of Bank Branches:-

Most Banks in India have special kind of branches. This is done to reap benefits of specialization as activities done by these branches are quite complex and require specialized knowledge and attention. Types of some special branches are Foreign exchange branches NPA recovery branches Service branches dealing in clearing house operations/Corporate banking and Industrial finance branches Personal banking branches Housing finance branch SSI branches

Agricultural finance branches.

Objectives

The main objective of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality

dimensions.

To know that customer are satisfied or not with the bank services.

To find customer loyalty.

To improve our internal skills by survey.To learn different marketing strategies.

Through survey have developed communications skills.

To know different opinion from different customer about the bank.

CH-2 Literature Review

Service loyalty:

A high positive correlation between the constructs of satisfaction and quality and

product loyalty is reported. Likewise, with regards to service loyalty, perceived

service quality as well as satisfaction have been identified as key antecedents in

banking as well as in other service industries.

Service loyalty is more dependent on the development of interpersonal

relationships as opposed to loyalty with tangible products.

Indeed, it has been demonstrated that loyalty is more prevalent among service

customers than among customers of tangible products.

In the services context, intangible attributes such as reliability and confidence may

play a major role in building or maintaining loyalty

In a services context, loyalty is frequently defined as observedbehaviour .

the degree ofloyalty in banking can be gauged by “trackingcustomer’s accounts

over a defined timeperiod and noting the degree of continuity inpatronage”. For

instance, alow degree of repeat purchasing of a particularservice may very well be

the result ofsituational factors such as non-availability,variety seeking and lack of

provider preference.Therefore, the behavioural approach toloyalty may not yield a

comprehensiveinsight into the underlying reasons for loyalty,instead it is a

consumer’s disposition interms of preferences or intentions that playsan important

role in determining loyalty

Furthermore, repeat purchasing behaviour may not even be based on a preferential

disposition but on various bonds that act as switching barriers to consumers We

define bank loyalty as the biased (i.e. non random) behaviouralresponse (i.e.

revisit), expressed over time, by some decision-making unit with respect to one

bank out of a set of banks, which is a function of psychological (decision-making

and evaluative) processes resulting in brand commitment. This definition is based

on

The critical part of our definitionof bank loyalty is bank commitment. In theories

of inter organisational relationships the concept of commitment plays a central role

. Commitment in service provider-customer relationships has been defined as “an

implicit or explicit pledge of relational continuity between exchange partners”

Likewise, define commitment as an enduring desire to maintain a valued

relationship. Parties identify commitment among exchange partners as key to

achieving valuable outcomes for themselves, and they endeavour to develop and

maintain this precious attribute in their relationship

We propose that bank commitment is a necessary condition for bankloyalty to

occur. In case of absence of bankcommitment, a patron to a bank is

merelyspuriously loyal, i.e. repeat visiting behaviour is directed by inertia .We

define bank commitment as: the pledging or binding of an individual to his/her

bank choice . As a result of explicit andextensive decision-making, as well as

evaluativeprocesses, a consumer becomes committedto the bank and therefore, by

definition,becomes bank loyal.

When the decision-makingand evaluative processes are not explicitand very

limited, the consumer will notbecome committed to the bank and cannot bebank

loyal. Consumers whose patronage isnot based on bank loyalty may exhibit

anattachment to bank attributes and can easilybe lured away by competitors

through, forinstance, pricing strategies. In our view, thelevel of consumer

commitment can differconsiderably. Therefore, we assume there is acontinuum of

bank loyalty. At one end of thecontinuum, one finds true bank loyalty; therepeat

visiting behaviour based on a maximumamount of commitment. At the otherend of

the continuum, one finds spuriousbank loyalty; the repeat visiting of the banknot

based on any commitment at all. In thisway, bank commitment enables us to define

adegree of bank loyalty.As mentioned above, service quality andsatisfaction have

both been advanced asantecedents of service loyalty. Therefore, inthe next section

we will zoom in on theseconcepts and the relationship between them.

In most models of client evaluations of retail banking services the focus has been

on a comparative judgement of expectations versus perceived performance

resulting in the two major evaluative judgements of perceived service quality and

client satisfaction Both concepts have been frequently used and measured in the

retail banking services area; However, it has been argued that problems of

definition, delineation and conceptualisation concerning these evaluative

judgements still exist . Much of the confusion arises from the fact that bothforms

of evaluative judgements are based oncomparable underlying constructs.

Clientsform expectations prior to their encounter with a bank (employee), they

develop perceptionsduring the service delivery process andsubsequently they

compare their perceptionsto their expectations in evaluating the outcomeof the

service encounter. While service quality and satisfaction are concepts that have a

number of similar characteristics, they have points of differentiation as well, as

becomes clear from major advances in the services marketing literature . In the

first place, it isfrequently argued that in order to form asatisfactionjudgement,

consumers must haveexperienced a service, whereas perceivedservice quality is

generally viewed as beingnot necessarily experience-based. Second, ithas been

argued that the two concepts aredetermined by different antecedents.

Evidenceexists regarding a number of cognitiveand affective processes (equity,

attributions,cost/benefit analyses) that influence satisfaction. The number of

antecedents to service quality is regarded as more limited . Clearly the two types of

evaluativejudgement are not perceived as isomorphicand increasingly treated as

separate constructsin research on services. There is agrowing consensus on the

sequential order ofservice quality and satisfaction. The latter is increasingly

regarded as the super ordinate construct based on conceptual work by and

empirical evidence provided by and . under took an empirical test ofthe reciprocity

between satisfaction andquality across several service industries.Using structural

equation modelling, theyfound that service quality can be seen as adeterminant of

satisfaction which in turninfluences purchase intentions. Lately, however,it has

been suggested that, in addition toservice quality and satisfaction, image is alsoan

important determinant of customerpatronage. We will discuss image in the

nextsection.

Service quality and satisfaction?

In most models of client evaluations of retail banking services the focus has been

on a comparative judgement of expectations versus perceived performance

resulting in the two major evaluative judgementsofperceived service quality and

client satisfaction

Both concepts have been frequently used and measured in the retail banking

services area (Lewis, 1993; Lewis and Mitchell, 1990; Smith, 1992). However, it

has been argued that problems of definition, delineation and conceptualisation

concerning these evaluative judgements still exist (De Ruyter et al., 1997).

Much of the confusion arises from the fact that both forms of evaluative

judgements are based on comparable underlying constructs. Clients form

expectations prior to their encounter with a bank (employee), they develop

perceptions during the service delivery process and subsequently they compare

their perceptions to their expectations in evaluating the outcome of the service

encounter. While service quality and satisfaction are concepts that have a number

of similar characteristics, they have points of differentiation as well, as becomes

clear from major advances in the services marketing literature (Patterson and

Johnson, 1993).

In the first place, it is frequently argued that in order to form a satisfaction

judgement, consumers must have experienced a service, whereas perceived

service quality is generally viewed as being not necessarily experience-based.

Second, it has been argued that the two concepts are determined by different

antecedents. Evidence exists regarding a number of cognitive and affective

processes (equity, attributions, cost/benefit analyses) that influence satisfaction.

The number of antecedents to service quality is regarded as more limited (Oliver,

1993). Clearly the two types of evaluative judgement are not perceived as

isomorphic and increasingly treated as separate constructs in research on

services. There is a growing consensus on the sequential order of service quality

and satisfaction. The latter is increasingly regarded as the superordinate construct

based on conceptual work by Oliver (1993) and Rust and Oliver (1994), and

empirical evidence provided by Cronin and Taylor (1992) and De Ruyter et al.

(1997). Cronin and Taylor (1992) undertook an empirical test of the reciprocity

between satisfaction and quality across several service industries. Using structural

equation modelling, they found that service quality can be seen as a determinant

of satisfaction which in turn influences purchase intentions. Lately, however, it

has been suggested that, in addition to service quality and satisfaction, image is

also an important determinant of customer patronage.

The relationship between image, service quality and

satisfaction:

It has been suggested recently that retail banking has been suffering from an

identity crisis and that image research studies should be undertaken with the

objective of providing information that is as strategically important as financial

performance data (Worcester, 1997).

A favourable image is viewed as a critical aspect of a company’s ability to

maintain its market position, as image has been related to core aspects of

organisational success such as customer patronage .

Image has been treated as a “gestalt”, reflecting a customer’s overall impression.

have argued that the image of a retail institution is formed along the lines of

category-based processing theory, i.e. when a customer encounters a bank, he or

she will form a mental picture as to whether the bank matches any other categories

of banks experienced in the past. According to the category ybased processing

paradigm, it is proposed that incoming information, as well as customer evaluation

of attributes, will be judged relative to the bank image.

The exact relationship between image and loyalty has remained a matter of debate.

, for instance, report a direct positive relationship between image and loyalty. On

the other hand, it has been demonstrated that the link between image and loyalty is

mediated by customer evaluative judgements such as quality perceptions.

Moreover, in the product literature there is ample evidence that image significantly

affects perceptions of quality (Darden and Schwinghammer, 1985; Render and

O’Connor, 1976; Stafford and Enis, 1969). Therefore, we propose that as customer

evaluative judgements such as perceived service quality and satisfaction are

established in a process of inference making of expectations, image will precede

customer evaluations, rather than these evaluations being components of image

(Hildebrandt, 1988; Mazursky and Jacoby, 1986). That is, image determines the

nature of consumer expectations which, in turn, are a decisive influence on the

formation of quality perceptions. Based on our review of the literature we

formulate the following hypotheses:

H1: Image will have a direct positive effect on loyalty.

H2: Image will have an indirect positive effect on loyalty via satisfaction (i.e. a

mediator effect). H3: Image will have an indirect positive effect on loyalty via

quality (i.e. a mediator effect).

H4: Quality will have an indirect positive effect on loyalty via satisfaction (i.e. a

mediator effect).

H5: Satisfaction will have a direct positive effect on loyalty.

CH-3 Research Methodology

1. Research Design:

i. Exploratory Design:

1. Secondary Data:

Published(newspaper,magazine,etc.)

Computerized (Email,internet)

2. Qualitative Research Design:

Focus group interview

(8 members at one place at one time.)

In depth interview

(In depth interview of bank customers)

ii. Conclusive Research Design:

Descriptive

o Multiple Cross Sectional

(Collecting information from bank

customers.)

Methods for conducting descriptive research:

Survey

Survey Method:

Personal interview

Data collection instrument:

Questionnaire

2. Sampling Design:

a. Target population Definition:

i. Target population: All bank customers who has uses bank

services.

ii. Sampling element: A customer of bank

iii. Sampling unit: A customer of bank

iv. Sampling frame: N/A

v. Extent: Ashram road Ah’d.

vi. Time: January To April 2015

b. Sampling Method:

Probability sampling technique will be used

c. Sample size determination:

3. Scaling technique:

i. Comparative - Rank order

ii. Non-comparative – likert scale

4. Data analysis software:

i. Ms-excel &Spss

5. Data analysis techniques:

i. T-test,Z-test, ANOVA test, chi-square etc.

CH-4 Data AnalysisICICI BANK:

Q:1 Age of the respondents

Respondent's Age

Frequency Percent Valid Percent

Cumulative

Percent

Valid less than 15 1 1.0 4.0 4.0

15 to 30 14 14.0 56.0 60.0

31 to 45 6 6.0 24.0 84.0

46 to 60 4 4.0 16.0 100.0

Total 25 25.0 100.0

Missing System 75 75.0

Total 100 100.0

Interpretation:

- There is highest number of users of icici bank in age group of 15-30 with almost 1%.

- There is lowest number of users of icici bank in age group of less than 15 with just 14%.

- Whereas there is balance uf users in age group of 31-40 with 6%.

- And in age group of 46 to 60 there is 4% of users are there.

Q:2 Respondent’s gender

Gender

Frequency Percent Valid Percent Cumulative

Percent

Valid Male

Female

Total

Missing System

Total

19

6

25

75

100

19.0

6.0

25.0

75.0

100.0

76.0

24.0

100.0

76.0

100.0

Interpretation:

- There is vast number of male users with 19%.- There is less number of female users with 6%.

Q:3 Respondent’s Occupation?

Occupation


Cumulative

Percent

Valid Emplyee 9 9.0 36.0 36.0

Businessman 8 8.0 32.0 68.0

Other 8 8.0 32.0 100.0

Total 25 25.0 100.0


Total 100 1000

Interpretation:

- Employees using bank services are almost high with 9%.

- Whereas Businessmen and other occupations using bank services are equal with 16%.

-

Interpretation:

- There is 7% of the respondents whose monthly income is less than 30000.- There is 7% of the respondents whose monthly income is 30000 to 60000- There is 7% of the respondents whose monthly income is 61000 to 100000.- There is 4% of the respondents whose monthly income is more than 100000.

Q:4 Respondent’s income?

Monthly income


Cumulative

Percent

Valid less than 30000 7 7.0 28.0 28.0

30000 to 60000 7 7.0 28.0 56.0

61000 to 100000 7 7.0 28.0 84.0

more than 100000 4 4.0 16.0 100.0

Total 25 25.0 100.0


Total100 100.0

Interpretation:

- 10% of current account holders.

- Account holders for saving account are 14%.

- Credit account holders are very less with 4%.

Q:5 kind of account ? Kind of account


Cumulative

Percent

Valid Current_a/c 10 10.0 40.0 40.0

Saving_a/c 14 14.0 56.0 96.0

Credit_a/c 1 1.0 4.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Q:8 frequency of visiting the bank?

Visiting the bank

Interpretation:

- 14% of the respondents visiting the bank daily and monthly as well.

- 10% visits the bank monthly.

- Whereas 1% of the respondent rarely visits the bank.


Cumulative

Percent

Valid Daily 7 7.0 28.0 28.0

Weekly 7 7.0 28.0 56.0

Monthly 10 10.0 40.0 96.0

Rarely 1 1.0 4.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Q:9 Reason of choosing Bank?

Personalise.

service

Choosing_wide_

branch

networking

Choosing_good_

customer_service

Choosing_works

_on_latest_

technology

Choosing_good_

bank_image

Choosing_for

_supportive_staff

Mean 3.8800 4.3600 4.3600 4.2800 4.4800 3.8000

3.4

3.8

4.2

4.6

Mean

Mean

Interpretation:

- 3.8% of the Respondents had choose the bank for getting personalized service.

- 4.3% of the respondents are interested because the bank have wide branch networking.

And more 4.3% of the respondents are interested for good customer service.

- 4.2% of them were willing to choose the bank for usage of latest technology.

- According to bank’s good image 4.48% of the respondent had choose the bank.

- On the basis of Supportive staff 3.80% of the respondents had choose the bank.

Q:10. Measure service quality of the bank?

Meas Measure Measure_s Measure_ Measur Measure_s Measu Meas Measur Measure_ Measure

ure_service_quality_in_appearance

_service_quality_seating_arrangement_for_custom

er

ervice_quality_of_personnel_skills_and_know

ledge

service_quality_of_sufficient_represent

atives

e_service_quality_of_sufficient_tellers

ervice_quality_promises_to_solve_certain_t

ime

re_service_quality_at_right_time

ure_service_quality_accurate

e_service_quality_willing_to_

help

service_quality_interst_in_solving_pr

oblem

_service_quality_provide_timely_se

rvice

Mean

2.44 2.08 2.04 2.5 2.4 2.04 2.4 2.4 2.12 2.1 2.5

0

1

2

3

Mean

Mean

Interpretation:

- 2.44% of the respondents are satisfied with the service quality by personnel’s appearance in bank.

- 2.08% of them agree the fact that bank provides sufficient seating arrangements.

- 2.04% Respondents are satisfied with skills and knowledge of the bank’s personnel.

- 2.5% of them measure the service quality on the basis of sufficient customer representatives and providing

service in time.

- 7.2% of the respondents measures service quality with the variables of sufficient tellers, providing right

service on time and accurate record transaction.

- 2.04% of the customers agree the fact that the bank keeps its promises for providing service.

- 2.12% of the users believes that bank personnel’s are always willing to help them.

- 2.1% of the users admitted that bank shows sincere interest in solving their problems.

Q:11 overall service received?

Statistics

Overall_services_you_received

N Valid 24

Missing 76

Mean 3.5833

Consumer_satisf

ation_of_your_b

ank

Consumer_satisf

ation_with_produ

ct_of_bank

Consumer_satisf

ation_of_leading

_products

Consumer_satisf

ation_easily_ope

n_account

Consumer_satisf

ation_of_overall_

bank_service

N Valid 24 24 24 24 24

Missing 76 76 76 76 76

Mean 2.2500 2.2500 2.0833 2.2500 2.1250

Q:12 measure consumer satisfaction?

1.952.052.152.25

mean

mean

Interpretation:

- 4.5% of the customers are satisfied with the services and product of the bank.

- 2.08% of them agree that their bank provides ease of obtaining the products.

- 2.25% of the respondents are satisfied with the ease of opening account.

- 2.12% of them are satisfied with the overall services.

Q:13 measure of consumer loyalty?

Statistics

Measure_consu

mer_loyalty

Measure_consu

mer_loyalty_basi

s_of_past_year_

services

Measure_consu

mer_loyalty_relat

ion_for_short_ter

m

Measure_consu

mer_loyalty_abo

ut_switching_ba

nks

Measure_consu

mer_loyalty_willi

ng_pay_higher_f

or_services

N Valid 24 24 24 24 24

Missing 76 76 76 76 76

Mean 2.4583 2.2500 2.1250 2.8333 2.7083

0

1

2

3

Mean

Mean

Interpretation:

- 2.45% agree that the bank deserves their loyalty

- 2.25% believes that their loyalty had been increased over past five years.

- 2.12% of them believes that their bank values people and relationship rather than short

term goals.

- 2.83% respondents disagree that they will switch the bank.

- 2.70% of them said that they are willing to pay higher price for better product and

services.

Q:14 ranking of the facilities?

Statistics

Facilities_of

_loan

Facilities_o

f_OD

Facilities_of

_ATM

Facilities_of_Internet

_banking

Facilities_of_m

obi

le_banking

Facilities_of_credi

t_debit_card

Facilities_of_

locker

NValid 24 24 24 24 24 24 24

Missi

ng

76 76 76 76 76 76 76

Mean 4.2083 4.3333 2.7917 2.7500 3.2500 4.7500 5.7500

Facili

ties_of_l

oan

Facili

ties_of_O

D

Facili

ties_of_A

TM

Facili

ties_of_I

nternet_

bankin

g

Facili

ties_of_m

obile_b

ankin

g

Facili

ties_of_c

redit_

debit_

card

Facili

ties_of_l

ocker

0

2

4

6

mean

mean

Interpretation:

- 4.20% of the respondents satisfied with the facility of the loan

- 4.33% of them satisfied with O/D facility.

- 2.79% of the respondents satisfied with ATM facility.

- 2.74% satisfied with internet banking.

- 3.25% satisfied with facility of mobile banking.

- 4.75% are highly satisfied with credit/debit card facility.

- 5.75% are highly satisfied with locker facility.

Q:15 commitment towards the bank?

Interpretation:

- 100% of the respondents are committed towards the bank and therefor it can be assumed

that they are satisfied with the service quality of the bank.

Commitment


Cumulative

Percent

Valid 0 25 25.0 100.0 100.0


Total 100 100.0

Chi-square1) Income- types of a/c

Ho: there is no association between income and types of a/c.H1: there is association between income and types of a/c.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)

Pearson Chi-Square 13.870a 9 .127

Likelihood Ratio 11.896 9 .219

Linear-by-Linear Association 1.010 1 .315

N of Valid Cases 24

a. 14 cells (87.5%) have expected count less than 5. The minimum

expected count is .13.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




Interpretation-

Here, chi-square significant level at 95% and P value is 0.127. That is less than 0.05, so I accept alternative hypothesis there is association between income and type of a/c.

2) Age- Commitment

Ho: there is no association between age and commitment.

H1: there is association between age and commitment

Chi-Square Tests

Value df

Asymp. Sig.

(2-sided)



Linear-by-Linear Association .516 1 .473

N of Valid Cases 24



Interpretation-

Here, chi-square significant level at 95% and P value is 0.791. That is more than 0.05, so I accept null hypothesis there is no association between age and commitment.

ANOVA TEST

1). Income- satisfaction

H0: there is no impact of age on satisfaction levelH1: there is impact of age on satisfaction level

ANOVA

Consumer_satisfation_of_overall_bank_service

Sum of Squares df Mean Square F Sig.

Between Groups 1.258 3 .419 .433 .732

Within Groups 19.367 20 .968

Total 20.625 23

By allowing significance level 95% the f value 0.433 will be in acceptance region. So alternative hypothesis

will be accepted

2). Income- Loan facilityH0: there is no impact of income on loanH1: there is impact of income on loan

ANOVA

Facilities_of_loan


Between Groups 8.758 3 2.919 .452 .719

Within Groups 129.200 20 6.460

Total 137.958 23

By allowing significance level 95% the f value 0.452 will be in acceptance region. So alternative hypothesis will be accepted

AXIS BANK:

Respondent's Age


Cumulative

Percent

Valid 15 to 30 17 17.0 65.4 65.4

31 to 45 4 4.0 15.4 80.8

46 to 60 4 4.0 15.4 96.2

60 & above 1 1.0 3.8 100.0

Total 26 26.0 100.0


Total 100 100.0

Interpretation:

- There is highest number of users of axis bank in age group of 15-30 with almost 17%.

- There is lowest number of users of axis bank in age group of less than 15 with just 4%.

- Whereas there is balance of users in age group of 31-40 with 4%.


Gender


Cumulative

Percent

Valid Male 19 19.0 73.1 73.1

Female 7 7.0 26.9 100.0

Total 26 26.0 100.0


Total 100 100.0

Interpretation:- There is vast number of male users with 19%.- There is less number of female users with 7%.

Occupation


Cumulative

Percent

Valid Emplyee 10 10.0 38.5 38.5


Professional_Person 4 4.0 15.4 61.5

Other 10 10.0 38.5 100.0

Total 26 26.0 100.0


Total 100 100.0

Interpretation:


- Whereas Businessmen using bank services with 2%.

- 4% of the Professional persons using bank services.

- Other are 10%.

Monthly income


Cumulative

Percent

Valid less than 30000 16 16.0 61.5 61.5

30000 to 60000 6 6.0 23.1 84.6

61000 to 100000 3 3.0 11.5 96.2

more than 100000 1 1.0 3.8 100.0

Total 26 26.0 100.0


Total 100 100.0

Interpretations:


Interpretation:



- Demit account holders are very less with 2%.

- Credit holders for saving account are 16%.

Kind_of_account


Cumulative

Percent


Saving_a/c 16 16.0 61.5 80.8

Demait_a/c 2 2.0 7.7 88.5

Credit_a/c 3 3.0 11.5 100.0

Total 26 26.0 100.0


Total 100 100.0

Visit_the_bank


Cumulative

Percent

Valid Daily 4 4.0 15.4 15.4

Weekly 8 8.0 30.8 46.2

Monthly 9 9.0 34.6 80.8

Rarely 4 4.0 15.4 96.2

5 1 1.0 3.8 100.0

Total 26 26.0 100.0


Total 100 100.0

Interpretation:

- 4% of the respondents visiting the bank daily.

- 8% of the respondents visits the bank weekly.



Commitment


Cumulative

Percent

Valid Yes 22 22.0 84.6 84.6

No 3 3.0 11.5 96.2

4 1 1.0 3.8 100.0

Total 26 26.0 100.0


Total 100 100.0

Interpretations:- 22% of the respondents are committed towards the axis bank.- Whereas 3% of them are not committed.

Statistics

Reason_for_cho

osing_bank

Choosing_wide_

branch_networki

ng

Choosing_good_

customer_service

Choosing_works

_on_latest_techn

ology

Choosing_good_

bank_image

Choosing_for_su

pportive_staff

N Valid 26 26 26 26 26 26

Missing 74 74 74 74 74 74

Mean 3.4615 4.0769 3.7692 4.1154 4.0385 3.6154

3

3.4

3.8

4.2

Mean

mean

Interpretation:



- 3.76% of the respondents are interested for good customer service.




Statistics

Measure_

service_q

uality_in_

appearanc

e

Measur

e_servi

ce_qual

ity_seati

ng_arra

ngemen

t_for_cu

stomer

Measur

e_servi

ce_qual

ity_of_p

ersonne

l_skills_

and_kn

owledg

e

Measur

e_servi

ce_qual

ity_of_s

ufficient

_repres

entative

s

Measur

e_servi

ce_qual

ity_of_s

ufficient

_tellers

Measur

e_servi

ce_qual

ity_pro

mises_t

o_solve

_certain

_time

Measure

_service_

quality_at

_right_ti

me

Measu

re_ser

vice_q

uality_

accura

te

Measur

e_servi

ce_qual

ity_willi

ng_to_h

elp

Measur

e_servi

ce_qual

ity_inter

st_in_s

olving_

problem

Measur

e_servi

ce_qual

ity_prov

ide_tim

ely_ser

vice

Measu

re_ser

vice_q

uality_

of_rep

resent

atives

N Va

lid26 26 26 26 26 26 26 26 26 26 26 26

Mi

ssi

ng

74 74 74 74 74 74 74 74 74 74 74 74

Mean2.1923 2.1154 1.7692 2.0000 2.0385 2.1154 2.3077

2.230

82.1154 1.8846 2.3462 2.2308

00.5

11.5

22.5

mean

mean

Interpretation:

- 2.19% of the respondents are satisfied with the service quality by personnel’s appearance

in bank.



- 2.00% of them measure the service quality on the basis of sufficient customer

representatives and providing service in time.

- 2.03% of the respondents measures service quality with the variables of sufficient tellers

- 2.11% of the customers agree the fact that the bank keeps its promises for providing

service.

- 2.30% of them measures quality by Provides the right services in time.

- 2.23% of them measures quality by bank’s accurate records of transactions



- 2.34% measure quality by providing time by bank personnel.

- 2.23% measures quality by behavior of the bank’s personnel.

Statistics

Consumer_satisf

ation_of_your_b

ank

Consumer_satisf

ation_with_produ

ct_of_bank

Consumer_satisf

ation_of_leading

_products

Consumer_satisf

ation_easily_ope

n_account

Consumer_satisf

ation_of_overall_

bank_service

N Valid 26 26 26 26 26

Missing 74 74 74 74 74

Mean 2.0385 2.3846 2.1538 1.8846 2.4231

0

1

2

3

Mean

mean

Interpretation:

- 2.38% of the customers are satisfied with the services and product of the bank.- 2.15% of them agree that their bank provides ease of obtaining the products.- 1.88% of the respondents are satisfied with the ease of opening account.


Statistics

Measure_consu

mer_loyalty

Measure_consu

mer_loyalty_basi

s_of_past_year_

services

Measure_consu

mer_loyalty_relat

ion_for_short_ter

m

Measure_consu

mer_loyalty_abo

ut_switching_ba

nks

Measure_consu

mer_loyalty_willi

ng_pay_higher_f

or_services

N Valid 26 26 26 26 26

Missing 74 74 74 74 74

Mean 2.3846 2.3077 2.5385 3.0000 3.3462

01234

mean

mean

Interpretation:




term goals.



services.

Statistics

Facilities_of_

loan

Facilities_of

_OD

Facilities_of

_ATM

Facilities_of_Int

ernet_banking

Facilities_of_mo

bile_banking

Facilities_of_cre

dit_debit_card

Facilities_of_loc

ker

N Valid 26 26 26 26 26 26 26

Missing 74 74 74 74 74 74 74

Mean 4.2308 5.0385 2.7308 3.3846 3.3077 4.1538 5.3846

Facili

ties_of_l

oan

Facili

ties_of_O

D

Facili

ties_of_A

TM

Facili

ties_of_I

nternet_

bankin

g

Facili

ties_of_m

obile_b

ankin

g

Facili

ties_of_c

redit_

debit_

card

Facili

ties_of_l

ocker

0123456

Mean

mean

Interpretation:








Chi-square

1) Visit – type of A/C

Ho: there is no association between bank visit and types of a/c.H1: there is association between bank visit and types of a/c.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 26

Interpretation-

Here, chi-square significant level at 95% and P value is 0.023. that is less than 0.05, so I accept alternative hypothesis there is association between bank visit and type of account.

2) Age- commitment

Ho: there is no association between age and commitment.H1: there is association between age and commitment.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 26

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)






Interpretation-

Here, chi-square significant level at 95% and P value is 0.926. that is greater than 0.05, so I accept null hypothesis there is no association between age and commitment.

ANOVA test

1) Age- Satisfaction




Between Groups 4.111 3 1.370 1.068 .383


Total 32.346 25

By allowing significance level 95% the f value 1.068 will be in acceptance region. So alternative hypothesis

will be accepted

2) Monthly income- Loan facility

H0: there is no impact of income on loan H1: there is impact of income on loan

ANOVA

Facilities_of_loan

Sum of Squares Df Mean Square F Sig.

Between Groups 9.449 3 3.150 .659 .586


Total 114.615 25

By allowing significance level 95% the f value 0.659 will be in acceptance region. So alternative hypothesis will be accepted

HDFC BANK:

Respondent's Age


Cumulative

Percent

Valid 15 to 30 17 17.2 70.8 70.8

31 to 45 7 7.1 29.2 100.0

Total 24 24.2 100.0


Total 99 100.0

Interpretation:

- Here is highest number of users of HDFC bank in age group of 15-30 with almost 17.2%.

- There is lowest number of users of HDFC bank in age group of less than 15 with just

7.1%.

- Whereas there is balance uf users in age group of 31-40 with 24.2%.

- And in age group of 46 to 60 there is 75.8% of users are there.

Gender


Cumulative

Percent

Valid Male 19 19.2 79.2 79.2

Female 5 5.1 20.8 100.0

Total 24 24.2 100.0


Total 99 100.0

Interpretation:- There is vast number of male users with 19.2%.- There is less number of female users with 5.1%.

Occupation


Cumulative

Percent

Valid Emplyee 11 11.1 45.8 45.8



Other 6 6.1 25.0 100.0

Total 24 24.2 100.0


Total 99 100.0

Interpretation:

- Employees using bank services are almost high with 11.1%.



- Other are 6.1%.

Monthly income


Cumulative

Percent

Valid less than 30000 10 10.1 41.7 41.7

30000 to 60000 8 8.1 33.3 75.0

61000 to 100000 6 6.1 25.0 100.0

Total 24 24.2 100.0


Total 99 100.0

Interpretations:

- There is 10.1% of the respondents whose monthly income is less than 30000.- There is 8.1% of the respondents whose monthly income is 30000 to 60000- There is 6.1% of the respondents whose monthly income is 61000 to 100000.- There is 24.2% of the respondents whose monthly income is more than 100000

Kind_of_account


Cumulative

Percent


Saving_a/c 18 18.2 75.0 87.5

Demait_a/c 1 1.0 4.2 91.7

Credit_a/c 2 2.0 8.3 100.0

Total 24 24.2 100.0


Total 99 100.0


- Account holders for saving account are 18.2%.


- Credit holders for saving account are 2%.

Visit_the_bank


Cumulative

Percent

Valid Daily 2 2.0 8.3 8.3

Weekly 4 4.0 16.7 25.0

Monthly 17 17.2 70.8 95.8

Rarely 1 1.0 4.2 100.0

Total 24 24.2 100.0


Total 99 100.0

Interpretation:


- 4% of the respondents visits the bank weekly.

- 17.2% visits the bank monthly.


Commitment


Cumulative

Percent

Valid Yes 18 18.2 75.0 75.0

No 6 6.1 25.0 100.0

Total 24 24.2 100.0


Total 99 100.0

Interpretations:- 18.2% of the respondents are committed towards the axis bank.- Whereas 6.1% of them are not committed.

Statistics

Reason_for_cho

osing_bank

Choosing_wide_

branch_networki

ng

Choosing_good_

customer_service

Choosing_works

_on_latest_techn

ology

Choosing_good_

bank_image

Choosing_for_

supportive_sta

ff

N Valid 24 24 24 24 24 24

Missing 75 75 75 75 75 75

Mean 3.3750 3.8750 3.6667 3.8333 3.9583 3.3333

3

3.4

3.8

4.2

mean

mean

Interpretation:

- 3.37% of the Respondents had chosen the bank for getting personalized service.

- 3.87% of the respondents are interested because the bank has wide branch networking.





0

1

2

3

mean

mean

Statistics

Measur

e_servi

ce_qual

ity_in_a

ppeara

nce

Measure

_service_

quality_s

eating_ar

rangeme

nt_for_cu

stomer

Measure

_service_

quality_of

_personn

el_skills_

and_kno

wledge

Measure

_service_

quality_of

_sufficien

t_represe

ntatives

Measur

e_servi

ce_qual

ity_of_s

ufficient

_tellers

Measure

_service_

quality_pr

omises_t

o_solve_

certain_ti

me

Measure

_service_

quality_at

_right_ti

me

Measure_s

ervice_qual

ity_accurat

e

Measure

_service_

quality_w

illing_to_

help

Meas

ure_s

ervice

_quali

ty_int

erst_i

n_sol

ving_

proble

m

Measur

e_servi

ce_qual

ity_prov

ide_tim

ely_ser

vice

Mea

sure

_ser

vice

_qu

ality

_of_

repr

ese

ntati

ves

N Valid 24 24 24 24 24 24 24 24 24 24 24 24

Missing 75 75 75 75 75 75 75 75 75 75 75 75

Mean2.4167 2.0417 1.9583 1.9583 1.9583 2.1667 2.4583 1.9167 2.3333

2.125

02.5000

2.50

00

Interpretation:


in bank.







service.





- 2.50% measure quality by providing time by bank personnel.- 2.50% measures quality by behavior of the bank’s personnel.

Statistics

Consumer_satisf

ation_of_your_b

ank

Consumer_satisf

ation_with_produ

ct_of_bank

Consumer_satisf

ation_of_leading

_products

Consumer_satisf

ation_easily_ope

n_account

Consumer_satisf

ation_of_overall_

bank_service

N Valid 24 24 24 24 24

Missing 75 75 75 75 75

Mean 2.5417 2.5417 2.2917 2.2500 2.3750

2.12.22.32.42.52.6

mean

mean

Interpretation;





Statistics

Measure_consu

mer_loyalty

Measure_consu

mer_loyalty_basi

s_of_past_year_

services

Measure_consu

mer_loyalty_relat

ion_for_short_ter

m

Measure_consu

mer_loyalty_abo

ut_switching_ba

nks

Measure_consu

mer_loyalty_willi

ng_pay_higher_f

or_services

N Valid 24 24 24 24 24

Missing 75 75 75 75 75

Mean 2.5417 2.6667 2.5833 2.3333 2.4583

2.1

2.3

2.5

2.7

mean

mean

Interpretation:



- 2.58% of them believe that their bank values people and relationship rather than short

term goals.



services.

Facili

ties_of_l

oan

Facili

ties_of_O

D

Facili

ties_of_A

TM

Facili

ties_of_I

nternet_

bankin

g

Facili

ties_of_m

obile_b

ankin

g

Facili

ties_of_c

redit_

debit_

card

Facili

ties_of_l

ocker

0123456

mean

mean

Interpretation:

Statistics

Facilities_of_l

oan

Facilities_of_O

D

Facilities_of

_ATM

Facilities_of_I

nternet_banki

ng

Facilities_of_mobi

le_banking

Facilities_of

_credit_deb

it_card

Facilities_of_lo

cker

N Valid 24 24 24 24 24 24 24

Missing 75 75 75 75 75 75 75

Mean 4.2083 4.5417 2.5417 3.0833 2.7917 4.3333 5.3333








CHI-SQUARE1) visit - type of A/c

Ho: there is no association between visit and type of a/c.H1: there is association between visit and type of a/c.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 24



Interpretation-

Here, chi-square significant level at 95% and P value is 0.254 that is less than 0.05, so I accept alternative hypothesis there is association between visit and type of a/c.

2) Age-commitment

Ho: there is no association between age and commitment.H1: there is association between age and commitment.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)

Exact Sig. (2-

sided)

Exact Sig. (1-

sided)


Continuity Correctionb .605 1 .437


Fisher's Exact Test .307 .215


N of Valid Casesb 24

a. 2 cells (50.0%) have expected count less than 5. The minimum expected count is 1.75.

a. Computed only for a 2x2

table

Interpretation-

Here, chi-square significant level at 95% and P value is 0.195 that is less than 0.05, so I accept alternative hypothesis there is association between age and commitment.

ANOVA Test

1) Age – satisfaction


ANOVA



Between Groups .079 1 .079 .128 .724

Within Groups 13.546 22 .616

Total 13.625 23

By allowing significance level 95% the f value 0.128 will be in acceptance region. So alternative hypothesis will be accepted.

2).income- loan facility

H0: there is no impact of income on loan H1: there is impact of income on loan

ANOVA

Facilities_of_loan


Between Groups 2.858 2 1.429 .337 .718


Total 91.958 23


YES BANK:

Respondent's Age


Cumulative

Percent

Valid 15 to 30 16 16.0 64.0 64.0

31 to 45 7 7.0 28.0 92.0

46 to 60 2 2.0 8.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Interpretation:

- There is highest number of users of YES bank in age group of 15-30 with almost 16%.

- There is lowest number of users of YES bank in age group of less than 15 with just 7%.

- Whereas there is balance of users in age group of 31-40 with 2%.


Gender


Cumulative

Percent

Valid Male 15 15.0 60.0 60.0

Female 10 10.0 40.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Interpretation:

- There is vast number of male users with 15%.- There is less number of female users with 10%.

Occupation


Cumulative

Percent

Valid Emplyee 5 5.0 20.0 20.0



Other 15 15.0 60.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Interpretation:




- Other is 15%.

Monthly income


Cumulative

Percent

Valid less than 30000 16 16.0 64.0 64.0

30000 to 60000 5 5.0 20.0 84.0

61000 to 100000 2 2.0 8.0 92.0

more than 100000 2 2.0 8.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Interpretations:


Kind_of_account


Cumulative

Percent


Saving_a/c 18 18.0 72.0 96.0

Demait_a/c 1 1.0 4.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Interpretation:




Visit_the_bank


Cumulative

Percent

Valid Daily 3 3.0 12.0 12.0

Weekly 12 12.0 48.0 60.0

Monthly 8 8.0 32.0 92.0

Rarely 2 2.0 8.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Interpretation:


- 12% of the respondents visit the bank weekly.



commitment


Cumulative

Percent

Valid Yes 23 23.0 92.0 92.0

No 2 2.0 8.0 100.0

Total 25 25.0 100.0


Total 100 100.0

Interpretations:

- 23% of the respondents are committed towards the axis bank.- Whereas 2% of them are not committed.

Statistics

Reason_for_cho

osing_bank

Choosing_wide_

branch_networki

ng

Choosing_good_

customer_service

Choosing_works

_on_latest_techn

ology

Choosing_good_

bank_image

Choosing_for_su

pportive_staff

N Valid 25 25 25 25 25 25

Missing 75 75 75 75 75 75

Mean 3.5600 3.6400 3.8400 3.8400 3.4800 3.7600

3.2

3.4

3.6

3.8

mean

mean

Interpretation:







Statistics

Measur

e_servi

ce_qual

ity_in_a

ppeara

nce

Measur

e_servi

ce_qual

ity_seat

ing_arr

angem

ent_for

_custo

mer

Meas

ure_s

ervice

_quali

ty_of_

perso

nnel_

skills_

and_k

nowle

dge

Measure

_service_

quality_of

_sufficien

t_represe

ntatives

Measur

e_servi

ce_qual

ity_of_s

ufficient

_tellers

Measure

_service_

quality_pr

omises_t

o_solve_

certain_ti

me

Measur

e_servi

ce_qual

ity_at_ri

ght_tim

e

Meas

ure_s

ervice

_quali

ty_ac

curate

Measur

e_servi

ce_qual

ity_willi

ng_to_

help

Measur

e_servi

ce_qual

ity_inter

st_in_s

olving_

proble

m

Measure

_service_

quality_pr

ovide_tim

ely_servi

ce

Measure

_service_

quality_of

_represe

ntatives

N Valid 25 25 25 25 25 25 25 25 25 25 25 25

Missing 75 75 75 75 75 75 75 75 75 75 75 75

Mean2.1600 2.0000

2.200

01.8800 1.9200 2.1600 2.2800

2.000

02.2400 1.9600 2.0800 2.1600

00.5

11.5

22.5

mean

mean

Interpretation:


in bank.







service.





- 2.08% measure quality by providing time by bank personnel.

- 2.16% measures quality by behavior of the bank’s personnel.

Statistics

Consumer_satisf

ation_of_your_b

ank

Consumer_satisf

ation_with_produ

ct_of_bank

Consumer_satisf

ation_of_leading

_products

Consumer_satisf

ation_easily_ope

n_account

Consumer_satisf

ation_of_overall_

bank_service

N Valid 25 25 25 25 25

Missing 75 75 75 75 75

Mean 2.3200 2.3200 2.2800 2.0800 2.1200

1.952.052.152.252.35

mean

mean

Interpretation:





Statistics

Measure_consu

mer_loyalty

Measure_consu

mer_loyalty_basi

s_of_past_year_

services

Measure_consu

mer_loyalty_relat

ion_for_short_ter

m

Measure_consu

mer_loyalty_abo

ut_switching_ba

nks

Measure_consu

mer_loyalty_willi

ng_pay_higher_f

or_services

N Valid 25 25 25 25 25

Missing 75 75 75 75 75

Mean 2.2400 2.2000 2.3200 2.6000 2.5200

2

2.2

2.4

2.6

mean

mean

Interpretation:




term goals.



services.

Facili

ties_of_l

oan

Facili

ties_of_O

D

Facili

ties_of_A

TM

Facili

ties_of_I

nternet_

bankin

g

Facili

ties_of_m

obile_b

ankin

g

Facili

ties_of_c

redit_

debit_

card

Facili

ties_of_l

ocker

012345

mean

mean

Interpretation:








Statistics

Facilities_of_loa

n

Facilities_of_

OD

Facilities_of_

ATM

Facilities_of_I

nternet_banki

ng

Facilities_of_

mobile_banki

ng

Facilities_of_

credit_debit_c

ard

Facilities_of_loc

ker

N Valid 25 25 25 25 25 25 25

Missing 75 75 75 75 75 75 75

Mean 4.0800 3.8800 2.9200 3.0000 3.8000 4.6800 4.7600

CHI-SQUARE1) visit – type of a/c

H0: There is no association between visit and type of a/c.

H1: There is association between visit and type of a/c.

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 25

a. 10 cells (83.3%) have expected count less than 5. The

minimum expected count is .08.

Interpretation-

Here, chi-square significant level at 95% and P value is 0.025. that is less than 0.05, so I accept alternative hypothesis there is association between visit and type of a/c .

2) Age- commitment

H0: there is no association between age and commitment

H1: there is association between age and commitment

Chi-Square Tests

Value df

Asymp. Sig. (2-

sided)




N of Valid Cases 25



Interpretation-

Here, chi-square significant level at 95% and P value is 0.543. That is more than 0.05, so I

accept null hypothesis there is no association between age and commitment.

ANOVA test

1) Age- Satisfaction


ANOVA



Between Groups .845 2 .423 .335 .719


Total 28.640 24


2). Monthly income- loan facility

H0: there is no impact of monthly income on loanH1: there is impact of monthly income on loan

ANOVA

Facilities_of_loan


Between Groups 26.140 3 8.713 2.552 .083


Total 97.840 24

By allowing significance level 95% the f value 2.552 will be in rejection region. So null hypothesis will be accepted.

Q:15 more preferable bank

Most_perferable_bank_according_to_you


Percent

Valid

ICICI 9 9.0 34.6 34.6

Axis 13 13.0 50.0 84.6

HDFC 2 2.0 7.7 92.3

YES 2 2.0 7.7 100.0

Total 26 26.0 100.0


Total 100 100.0

Interpretation:

9% of the respondents gave preference for ICICI BANK.

13% of the respondents has given their preference for AXIS BANK.

2% of them prefer HDFC BANK.

2% prefers YES BANK.

Overall_services_you_received


Percent

Valid

Highly_Dissatisfied 10 10.0 10.0 10.0

Dissatisfied 12 12.0 12.0 22.0

Neutral 15 15.0 15.0 37.0

Satisfied 48 48.0 48.0 85.0

Highly_Satisfied 15 15.0 15.0 100.0

Total 100 100.0 100.0

Interpretation:

50% of the customers are satisfied with their banks.

Around 15% of this four bank users are highly satisfied.

There are only 10-12% users who dissatisfied with their bank

Overall satisfaction of Banks

Sr. no. Variable name ICICI AXIS HDFC YES

1 Service quality 2.25 2.11 2.19 2.092 Satisfaction 2.19 2.18 2.40 2.223 Bank loyalty 2.52 2.72 2.52 2.38

* Total: 6.96 7.01 7.11 6.69

Interpretation:

From above table it is clear that HDFC users are more satisfied with their bank. AXIS bank is on second number to satisfy their customers. ICICI and YES bank are respectively on 3rd and 4th number.

CH-5 Conclusion

The bank have already win trust of the customers because they feel safety and security in depositing amount

The training or workshop should be conducted to the bank officers who have direct or indirect contact with customers.

According to time, the needs also change they have to know how to satisfy the customer in matter of service.

The bank officers should have enough knowledge about the financial planning so that it can help the customer and this will improve the service and also the customer will be loyal to private sector bank.

The private sector bank should start door to door marketing as it can improve the customer loyalty and also create awareness about bank product and services.

Even though the bank had latest modern equipment they should teach the customer how to use it.

CH-6 BIBLIOGRAPHY

1. Allen, N.J. and Meyer, J.P. (1990), “The measurement and antecedents of affective, continuance, and normative commitment to the organization”, Journal of Occupationa Psychology, Vol. 63, pp. 1-18.

2. Berry, L.L. (1983), “Relationship marketing”, inBerry, L.L., Shostack, G.L. and Upah, G.D.(Eds), Perspectives on Services Marketing,American Marketing Association, Chicago,IL.

3. Bloemer, J.M.M. and Kasper, J.D.P. (1995), “TheComplex relationship between consumersatisfaction and brand loyalty”, Journal of Economic Psychology, Vol. 16, pp. 311-29.

4. Brislin, R. W. (1980), “Translation and content analysis of oral and written materials”, in Triandis, H.C. and Berry, J.W. (Eds), Handbook of Cross-Cultural Psychology: Methodology, Volume 2, Allyn& Bacon, Boston, MA.

5. Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, pp. 55-68.Crosby, L.A., Evans, K.R. and Cowles, D. (1990),

6.Czepiel, J.A. (1990), “Service encounters and service relationships: implications for research”, Journal of Business Research, Vol.

20, pp. 13-21.

7. Patterson, P.G. and Johnson, L.W. (1993), “Disconfirmation of expectations and the gap model of service quality: an integrated paradigm”, Journal of

Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, pp. 90-9.

CH-7 Annexure

1. Name: ____________________________________

2. Age: Less than 15

15 to 30

31 to 45

46 to 60

60 and above

3. Gender: Male

Female

4. Occupation: EmployeeBusinessman Professional Person If other please specify_________________________

5. Monthly Income: Less than 30,000 30,000 to 60,000

61,000 to 1, 00,000 More than 1, 00,000

6. Currently, which private bank are you using?ICICI HDFCAxis YES

7. What kind of account do you maintain in this bank?Current A/C Saving A/CDemitA/C Credit A/C

8. How often do you visit the bank?

Daily Monthly

Weekly Rarely

9. Reason of choosing such bank..?

no statement 1

Highly disagree

2

Disagree

3

Neutral

4

Agree

5

Highly agree

1 It is good in personalized services.

2 It has a wide branch networking.

3 It has a good customer service.

4 It works on latest technology.

5 it has a good bank image

6 It has a variety of services and supportive staff.

If other than Specify:____________________

10. Followings are variables of pleasure to measure Service Quality towards Indian Private

Banking Sector. Please indicate your views on five point scale.

1(Strongly Agree)

2(Agree)

3(Neutral)

4(Disagree)

5(Strongly Disagree)

My bank’s personnel is neat in appearance.

My bank has sufficient seating arrangement for its customers.

My bank’s personnel has the required skills and knowledge.

My bank has sufficient customer representatives.

My bank has sufficient tellers.

When your bank promises to do something by a certain time, it does so.My bank provides the right service the first time.

My bank keeps accurate records of transactions and requests. Personnel at your bank are always willing to help.

When you have a problem, your bank shows sincere interest in solving it. Bank employees always have the time to provide service.

Customer representatives are friendly and well-behaved.

11. Rate the overall service you received?

1Highly Dissatisfied

2Dissatisfied

3Neutral

4Satisfied

5Highly Satisfied

12. Followings are variables of pleasure to measure consumer satisfaction towards Indian Private Banking Sector. Please indicate your views on five point scale.

1(Strongly Agree)

2(Agree)

3(Neutral)

4(Disagree)


I am satisfied with the services of my bank.

I am satisfied with the products of my bank.

I am satisfied with the ease of obtaining leading products(loans/credit cards)I am satisfied with the ease of opening an account at my bankOverall, I am satisfied with my bank.

13. Followings are variables of pleasure to measure consumer loyalty towards Indian Private Banking Sector. Please indicate your views on five point scale.

1(Strongly Agree)

2(Agree)

3(Neutral)

4(Disagree)


I believe my bank deserve my loyalty.

Over the past year, my loyalty toward my bank has increased.My bank values people and relationship ahead of short term goal. I am seriously thinking about switching banks

I am willing to pay a higher price for a better product or service.

14. Give rank to the following facilities in your bank.

Loan facilities

O/D facilities

ATM facilities

Internet banking

Mobile banking

Credit/Debit card facilities

Locker Facilities

15. Are you committed toward your bank..?

Yes No

16. Which private bank is more preferable according to you?

ICICI HDFC

Axis YES

17. Give your personal opinion about your bank?

Investigating drivers of bank loyalty: the complex Relationship between service quality and...

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