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Project Guide
Dr. Chanchal
Chawla
MARKET SURVEY REPORTON
CUSTOMERS SATISFACTION TOWARDS BANKING
SERVICES OFFERED BY UCO BANK INMORADABAD
COLLEGE OF MANAGEMENT AND COMPUTER APPLICATIONTEERTHANKER MAHAVEER UNIVERSITY
MORADABAD
Submitted By
Aditya Kumar
BBA-V Sem.
R0912011012
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INTRODUCTION
This project report is based on the survey which has been done in the Moradabad
city. This survey is conducted on the CUSTOMERS SATISFACTION TOWARDS
BANKING SERVICES OFFERED BY UCO BANK.The sample area of my research is Moradabad and the sample size is 50.The respondent
of the survey are the customers of UCO BANK, Moradabad. A questionnaire consisting
of 11 question has been used to collect the primary data for survey. Then the data has
been tabulated and presented in pie charts which has further been interpreted analyzed
and concluded.
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RESEARCH OBJECTIVE To study the satisfaction level of customer
towards Banking services offered by UCO Bankin Moradabad.
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ASSUMPTION
Customers are satisfied with the Banking Servicesoffered by the UCO Bank.
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QUESTIONNAIRERespondent Profile:-
Name
Age...
Gender..
OccupationAnnual Income
Address..
Q1. For the past how many years you have account
with thisbank?
(a) Below 2 years (b) 2-5 years (c) Above 5 years
Q2. What kind of account do you maintain in this bank?
(a)Current (b) Saving (c) If others, Please
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Q3. Does your bank conduct any recreation facilities for the
customers?
(a) Yes (b) NoQ4. Does your bank have core banking facility for the
customers?
(a) Yes (b) No
Q5. Do they charge unnecessarily for not maintainingminimum
balance in your account?
(a) Yes (b) No
Q6. Does your bank offer competitive service charges?
(a) Yes (b) No
Q7. Do you think your bank offers competitive interest rate?
(a) Yes (b) No
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Q8. What do you feel about overall service quality of yourbank?
(a)Excellent (b) very good (c) good (d) average
Q9. When you think of your bank what comes first in your
mind?(a)Personalized service (b) Wide branch network
(c)computerized banking (d) Core banking
Q10. Do you think that your bank caters all your banking
needs?(a) Yes (b) No
Q11. Would you recommend this bank to your friends,relatives,
associates?
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ANALYSISQ.1 For the past how many years you have account with this bank?(a) Below 2 years (b) 2-5 years (c) Above 5 years
Below 2 years 2-5 years Above 5 years Total
NO. of Respondent 35 10 5 50
% of Respondent 70 20 10 100
ANALYSIS
In this question 70% customers reported Below 2 years 20% customers reported 2 -5
years and 10% customers reported Above 5 years.
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Q2. What kind of account do you maintain in this bank?(a)Current (b) Savings (c) Others
Current Saving Others Total
NO. of Respondent 13 30 7 50
% of Respondent 26 60 14 100
ANALYSIS
In the above diagram 26% customers said Current 60% customers said Saving and 14%
customers Others.
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Q.3 Does your bank conduct any recreation facilities for the customers?(a) Yes (b) No
Yes No Total
NO. of Respondent 32 18 50
% of Respondent 64 36 100
ANALYSIS
In the above pie chart 64% customers reported Yes and 36% customers reported No
towards recreation facility.
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Q.4 Does your bank have core banking facility for the customers?
(a) Yes (b) No
Yes No Total
NO. of Respondent 40 10 50
% of Respondent 80 20 100
ANALYSIS
In the above chart 80% customers reported Yes and 20% customers reported No.
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Yes No Total
NO. of Respondent 7 43 50
% of Respondent 14 86 100
Q.5 Do they charge unnecessarily for not maintaining minimum balanceinyour account?
(a) Yes (b) No
ANALYSIS
In this diagram 14% customers said Yes and 86% customers said No.
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Q.6 Does your bank offer competitive service charges?(a) Yes (b) No
Yes No Total
NO. of Respondent 37 13 50
% of Respondent 74 26 100
ANALYSIS
In the above chart 74% customers reported Yes and 26% customers reported No
towards competitive service charges.
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Q.7 Do you think your bank offers competitive interest rate?(a) Yes (b) No
Yes No Total
NO. of Respondent 35 15 50
% of Respondent 70 30 100
ANALYSIS
In the above diagram 70% customers said Yes and 30% customers said No.
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Q.8 What do you feel about overall service quality of your bank?(a)Excellent (b) Very good (c) Good (d) Average
Excellent Very Good Good Average Total
No. of Respondent 5 30 10 5 50
% of respondent 10 20 60 10 100
ANALYSIS
In this chart 10% customers reported Excellent 60% customers reported Very Good 20%
customers reported Good and 10% customers reported Average. So the service quality
is satisfactory.
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Q.9 When you think of your bank what comes first in your mind
(a)Personalized service (b)Wide branch network(c)Computerized banking (d) Core banking
PersonalizedService
Wide BranchNetwork
ComputerizedBanking
Core Banking Total
No. of Respondent 5 10 30 5 50
% of respondent 10 20 60 10 100
ANALYSIS
In the above chart 10% customers said Personalized Service 60% customers
Computerized Banking 20% customers Wide Branch Network and 10% customers
Core Banking.
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Q.10 Do you think that your bank caters all your banking needs?(a) Yes (b) No
Yes No Total
NO. of Respondent 33 17 50
% of Respondent 66 34 100
ANALYSIS
From the above chart it is clear that 66% customer reported Yes and 34% customer
reported No. So we can say that most of the customers is satisfied with banking.
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Q.11Would you recommend this bank to your friends, relatives, associates?
(a) Yes (b) No
Yes No Total
NO. of Respondent 45 5 50
% of Respondent 90 10 100
ANALYSIS
In the above chart 90% customers reported Yes and 10% customers reported No. So it is
clear that customers recommended their friends & relatives towards this bank.