A STUDY OF CUSTOMER SERVICE IN E-BANKING ENVIRONMENT IN TAMILNAD MERCANTILE BANK LTD With a Special Reference to Surandai

A group Project submitted to the Manonmaniam Sundaranar University, Tirunelveli for the partial fulfillment of the requirement for the degree of Bachelor of Business Administration Researchers
NAME REG.NO

J.

JEEVA

2929710 2929712 2929716 2929723 2929729

G. JULIYAT ANNA MARY S. S. P. KAVITHA MATHAVI MUTHULAKSHMI

Under the Guidance of DR. E.L.C. THIRUVARANGANATHAN, Ph.D.,

DEPARTMENT OF BUSINESS ADMINISTRATION KAMARAJAR GOVERNMENT ARTS COLLEGE, SURANDAI 627 859 APRIL 2012

DR. E.L.C. THIRUVARANGANATHAN, Ph.D., ASSIST PROF AND HEAD, DEPARTMENT OF BUSINESS ADMINISTRATION KAMARAJAR GOVERNMENT ARTS COLLEGE SURANDAI - 627859.

CERTIFICATE

This is certify that the project entitled, A STUDY OF CUSTOMER

SERVICE IN E-BANKING ENVIRONMENT IN TAMILNAD MERCANTILE BANK LTD With a Special Reference to Surandai is a bonafied record of

the work done by J. JEEVA, G. JULIYAT ANNA MARY, S. KAVITHA, S. MATHAVI, P. MUTHUKLAKSHMI in partial fulfillment of the requirements for the award of the degree of Bachelor of Business Administration of Manonmaniam Sundaranar University, Tirunelveli during the year 2011 2012. The project represents a group work on the part of the candidates under my guidance.

HOD OF BUSINESS ADMINISTRATION

PROJECT GUIDE

NAME

REG.NO

J. G. S. S. P.

JEEVA JULIYAT ANNA MARY KAVITHA MATHAVI MUTHULAKSHMI

2929710 2929712 2929716 2929723 2929729

DECLARATION We hereby declare that the project entitled A STUDY OF

CUSTOMER SERVICE IN E-BANKING ENVIRONMENT IN TAMILNAD MERCANTILE BANK LTD With a Special Reference to Surandai

submitted to the Manonmaniam Sundaranar University in Partial fulfillment of Bachelor of Business Administration is a record of original work done by us under the guidance of
DR. E.L.C.

THIRUVARANGANATHAN, Ph.D , Assist Prof And Head, Department of

Business Administration, Kamarajar Govt., Arts College, Surandai. Researchers

NAME SIGNATURE

PLACE: SURANDAI J. DATE: G. S. S. P. JULIYAT ANNA MARY KAVITHA MATHAVI MUTHULAKSHMI JEEVA

This is to certify that the following students attended the VIVA-VOCE Examination on_______________

NAME

REG.NO

SIGNATURE

J. G. S. S. P.

JEEVA JULIYAT ANNA MARY KAVITHA MATHAVI MUTHULAKSHMI

2929710 2929712 2929716 2929723 2929729

Internal Examiner

External Examiner

ACKNOWLEDGEMENTS

First of all we thank gratefully to our Almighty for completing this project work successfully.

We very much indebted to Prof. M RAMACHANDRAN, M.Sc.,M.Phil,, Principal, Kamarajar Government Arts College, Surandai who gave invaluable advice and suggestion for us to complete this project well.

We are grateful to thank

Dr. E.L.C.T.THIRUVARANGANATHAN. Ph.D.,

HOD of Business Administration, and guide for great assistance and guidance to complete this project.

We are proud of saying thanks to our Parents.

I extend my sincere thanks to all the faculty members of the Business Administration Department for the co-operation extended to me for the fulfillment of this study successfully.

I sincerely express my thanks to my class Mets for their encouragement and completely in my project.

CONTENTS

CHAPTERS

PARTICULARS

PAGE NO.

INTRODUCTION AND REVIEW OF 1-20 LITERATURE

II

HISTORY OF TAMILNAD MERCHANTILE 21-28 BANK LTD

III RESEARCH METHODOLOGY 29-31

IV

DATA ANALYSIS AND INTERPRETATION

32-64

FINDINGS, SUGGESTION AND CONCLUSION 65-67

68 BIBLIOGRAPHY

ANNEXURE

69-72

LIST OF TABLES

S.NO. 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16

TABLES Age wise classification of the TMB customers Sex wise classification of the TMB customers Marital status wise classification of the TMB customers Educational wise classification of the TMB customers Occupational status wise classification of the TMB customers Family income wise classification of the TMB customers Duration of customer in this bank Frequency of using E-Banking service Type of card do you use Duration of using ATM card Purpose of using E-Banking facility Types of problem faced by the TMB customers Immediate action on complaints made by customer Opinion on the safety of E-Banking facility Feeling of the E-Banking system Level of satisfaction about the E-Banking facilities

PAGE NO. 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63

LIST OF CHARTS

S.NO. 4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16

CHARTS Age wise classification of the TMB customers Sex wise classification of the TMB customers Marital status wise classification of the TMB customers Educational wise classification of the TMB customers Occupational status wise classification of the TMB customers Family income wise classification of the TMB customers Duration of customer in this bank Frequency of using E-Banking service Type of card do you use Duration of using ATM card Purpose of using E-Banking facility Types of problem faced by the TMB customers Immediate action on complaints made by customer Opinion on the safety of E-Banking facility Feeling of the E-Banking system Level of satisfaction about the E-Banking facilities

PAGE NO. 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63