A STUDY ON CUSTOMER SATISFACTION OF PUBLIC SECTOR BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY

Dr.P.SOPNA; G.Santhana Rajee

Volume : VII, Issue : XI, November - 2018

A STUDY ON CUSTOMER SATISFACTION OF PUBLIC SECTOR BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY

Dr. P. Sopna, G. Santhana Rajee

Abstract :

A Customer is the important person who visits the premises of a bank. He is not dependent on the bank rather the bank is dependent on him. At present, the customers have a number of options to choose a bank which offers a wide range of services and delivering quality service. The banks in India are now becoming more market–oriented and customer–friendly. Efforts are being taken to perk up their competitiveness through superior service quality, which is very important for keeping their customers well–contented and satisfied. For evaluation of customer satisfaction of public sector bank certain factors are used in order to rank the factors evaluate the customer satisfaction. The present study is based on primary data. It covers the Customer of public sector banks which is having more number of transactions like Canara Bank, Indian Bank, Indian Overseas Bank, Union Bank of India, Central Bank of India, Syndicate Bank, State Bank of India, Corporation Bank in Coimbatore city. Hence, the researcher has selected convenient sampling method in a systematic way to collect data from 800 respondents. Moreover, the researcher has chosen the respondents from selected Public sector banks in Coimbatore city. The main objective of the study to analysis the Customer Satisfaction of public sector bank customers and to investigate the demographic factors have any significant influence on customer Satisfaction. The research concluded that offering high quality service shall increase customer satisfaction, which in turn leads to high level of customer commitment and loyalty. In this day and age, customers enjoy complete luxury in terms of customized technical solutions and banks use the same to cement long–term, mutually–beneficial relationships