It will cover the definitions of service, characteristics of service, classification of services, the scope of services, service quality, the need for service quality, benefits of services quality and definitions of customer satisfaction. There are different types of banks like Central bank, Commercial bank, Savings bank, Investment bank, Merchant bank, Co-operative bank etc. Moreover the employees of the bank have proved to be trustworthy. This movement toward quality has produced significant benefits but just like other business fads, joining and adopting the religion does not insure. The study provides an over view of the implementation of Internal Service Measures in Standard Chartered Bank and the role of Service. During the organizational attachment period an intern works on a project and writes report on that project in the report-writing period. To be able to survive the prevailing intense competition in the banking industry, what most of the bank attempt to do is to create convenient banking activities for their customers.
By March 2010, the bank had a total card base debit and credit cards of over 14 million. Respondents were uncertain about the neat appearance of the reception desk employees. In conclusion more people will like to shift their customership to another bank because they think the service deliver by the bank are not to their expectation. Six 6 respondents representing sixty percent 60% said they may not like to save with the bank. Closed-ended questions provide a way of alternatives or simple answer categories for respondents to make a choice from. It is very important to do the service right the first time.
Regulatory Element: Internationals marketers have to observe laws in each of the countries in which they operate. This figure shows the statistical graphs chart of the questionnaire design for the research work. In my opinion the dissertation is original in its contents and analysis is of requisite standard expected of an M. The subjects of the study were fifty with regard to the sample simple random sampling was used to ensure that the respondents selected for the research work constitute the various elements of the study population. It is all the psychological, Social and physical behaviour of potential customer as they become aware of evaluate purchase, consume and inform others about the products or services.
Strongly agreed were 9 people i. It was started by two brother Dick and Mac Donald in San Bernardino, California in 1940. Last but not the least, my million thanks to all the people including customers of the banks whom I have conversed with and taken inputs from to move ahead and complete this project. In this chapter, the previous researches in this area have been described. The problems with this method is that it is reactive, it only responds, if at all, after the event and it does not really measure satisfaction only dissatisfaction. These are areas in which customers are hugely dissatisfied with the services of the banks against their expectation. First of all, I would like to thank Mr.
In other words, descriptive research can be said to have a low requirement for internal validity. The bank has operating hours convenient to all its customers 19. Hence, it will aim to manage their investments very carefully and live up to this trust. There was no one who strongly disagreed. This dependence on subjective feelings means that what is perceived as high quality service may differ between individuals. Through this the bank will become more involved with the public. In third problem area of after care service, we need to examine whether account is Keep up to date or not? He has been teaching management courses for 8 years in Tourism Department and recently published several articles in different journals; for example, in journal of small business managment.
Unlike product where there are specific specifications such as length, depth, width, weight, colour etc. They have been out to test in line with the research objectives. This information can be presented in a form of simple bar chart. The decline in sales is exponentially increasing as every fiscal quarter passes by. There should be regular, smooth and friendly relationship between customer and seller. Also I found that 5 people were neutral and 2 people strongly disagreed. Service providers may include businesses, government and non-government or not-for-profit making organizations.
Investigative Question : Now we have identified problem area so now we need to examine different aspects of particular problem area its is known as investigative question. Today, Maruti is India's largest automobile company. He wants competitive loan rates but at the same time also wants his loan or credit card application processed in double quick time. The tangibles dimension corresponds to the aforementioned physical environment aspect, the reliability dimension corresponds to the service outcome aspect, and the remaining three represent aspects of interaction quality. The secondary data was to supplement the information and explanations which the source could not provide for the research work.
Do you think the services of the bank are good enough for you to save? Manish Panchal Branch Manager Kapadwanj. Why Organizations Focus on Customer Satisfaction Businesses monitor customer satisfaction in order to determine how to increase their customer base, customer loyalty, revenue, profits, market share and survival. This project report is divided in 6 Chapters. Vasudev has been appointed as the Chairman of the Bank with effect from 6th July 2010 subject to the approval of the Reserve Bank of India and the shareholders. ª Explore the staff attitude towards customers of the bank 1.
These are all factors that customers notice before or upon entering the bank. Chapter two examines relevant related literature. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy, administration, industry and commercial banking. Not so long ago, accessing our own money was about setting aside a couple of hours, getti ng to the bank before closing tim e, standing in one queue to get a token and then in another to collect the cash. Objectives: The objectives of the research are: 1 To find out which sales promotion tools will increase the sales 2 To find out how brand ambassador can influence sales promotion.