TITLE OF THE STUDY: A STUDY ON CUSTOMER SATISFACTION IN JAMMU AND KASHMIR BANK.

NEED OF THE STUDY: Customer satisfaction can be critical barometer of how well a company is serving its customers. This information can show a company what it needs to do to increase its customer satisfaction level unless its majority of customers are totally satisfied. In order to assess how satisfied or dissatisfied customers are , companies should undertake surveys and understand what customers need, when they provide various responses.

OBJECTIVES OF THE STUDY:

The study aims to achieve the following objectives: 1. To gauge the satisfaction of the customers in organizations under study. 2. To identify the factors which act as impediments for the customer satisfaction in banks? 3. To examine banker- customers relationship 4. To seek suggestion for improvement of service for customer satisfaction

HYPOTHESIS:
To achieve the desired objectives we hypothesize as under: Ho: There will not be a significant difference of opinion/response between the customers of sample organizations i.e. JKB, SBI & PNB regarding satisfaction. H1: The customer of sample organizations will differ in opinion.

METHODOLOGY:
The empirical method of research would be followed to complete the study. To gather the information required for the study, attempts have been made to collect the information related to customers on the basis of well-defined samples, which are discussed as:

SOURCES OF INFORMATION:
Primary sources: Through structured questions. Face to face interview

Secondary sources: Records maintained by the bank Website

WHY CUSTOMER SATISFACTION STUDY TAKEN:

The study is taken to know the customers perception towards the service provided by the Jammu and Kashmir bank. And also to identify the customers grievances if any. By this even the bank can try to improve on certain aspects which needs to be improved with respect to the customer.

STATEMENT OF THE PROBLEM:

Analysis of customer satisfaction is one of the major requirements for planning. Jammu and Kashmir bank being a private enterprise, it is very crucial to analyze its customers interests, because it is required by management and employees as they are interested to know the customers opinions of the Bank. This will also increase the morale of the customers as there reviews being heard and proper remedies is being taking care with this study.

GUIDES NAME: Prof. Sunil Rashinkar Mail id: getrashinkar@gmail.com Ph: 9916266127