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Study on customer satisfaction in Punjab National Bank (MBA Banking / Finance)

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MBA Project ID: 215
MBA Project Name: Study on customer satisfaction in Punjab National Bank (MBA Banking / Finance)
MBA Category: MBA Banking / Finance
Project Abstract:
The objective of this study is to analyze the customer satisfaction in Punjab National Bank operating in Mumbai and to investigate the role that service quality plays in the commercial banks and its impact on service delivery. The report contains the brief description of the Banking Industry in India. It contains the findings and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customers in different manner and to the different extent. These attributes are classified as Initial Experience, Service Delivery Experience, Service Experience, Relationship Experience, and Grievance Handling. Further an attempt has been made to know the overall satisfaction of the customers. The attempt has also been made to categorize investors based on various demographic factors such as age, income, etc. and to present a comparative analysis of the various demographic factors. A sample of 100 customers has been taken for this study. Primary and Secondary both data has been analyzed.
Project Report: 69 Pages
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