CUSTOMER

SATISFACTION OF
UNION BANK OF
INDIA
Roll No. Name
MBA/10031/17 Nishant Kr. Singh
MBA/10022/17 Simple Kumari
MBA/10032/17 Abhishek kr. Chakraborty
MBA/10019/17 Simran Gupta
 INTRODUCTION
*Bank of India (BOI) is commercial bank  with headquarters at Bandra Kurla
complex, Mumbai and it is one of the top 5 nationalised banks in India.

*Founded in 1906, it has been government-owned since nationalisation in

1969.

* Bank of India has 5100 branches as on 31 January 2017, including 56 offices

outside India, which includes five subsidiaries, five representative offices,
and one joint venture.

*Bank of India is a founder member of SWIFT (Society for Worldwide Inter

Bank Financial Telecommunications), which facilitates provision of cost-
effective financial processing and communication services.

AREA OF STUDY
Area of our study is BANK OF INDIA –RATU ROAD Branch.
OBJECTIVES OF THE STUDY
* TO find out the customer feedback i.e.
improvement required or suggestion.
* To find out the relationship between bank and the
customer.
* To study the Satisfaction of customers towards the
― Bank of India.
* To Identify the factors that influences the customer
behavior of ―Bank of India.
* To identify the factors those influence the selection
of Bank of India banking services in Ratu branch.
The Need to Measure Customer
Satisfaction
* By understanding customer’s perception, banks can
determine the actions required to meet the customer‘s
needs.
* Bank can identify their own strengths and weaknesses,
where they stand in comparison to their competitors.
* Customer satisfaction measurement helps to promote a
increased focus on customer outcomes and stimulate
improvements in the work practices and processes.
 LITERATUTERE REVIEW
* The banking sector in India has made remarkable
progress since the economic reforms in 1991.
* The recent trends show that most banks are shifting
from a “product-centric model” to a “customer-
centric model” as customer satisfaction has become
one of the major determinants of business growth.
* In this context, prioritization of preferences and
close monitoring of customer satisfaction have
become essential for banks.
* For this purpose, Factor Analysis, which is the most
appropriate multivariate technique, has been used to
identify the groups of determinants. 
 RESEARCH METHODOLOGY
* Research methodology is a methodology for collecting
all sorts of information & data pertaining to the
subject in question. The objective is to examine all the
issues involved & conduct situational analysis. 
* The data can be collected from primary and secondary
sources. The basic premises of my study is primary
data .
* Primary data :-Collected by using the questionnaire
method.
* Secondary Data:- The Main sources of Secondary data
are combination of information from the internet.
*SAMPLE SIZE: Size of our sample study is 30.
*Sampling Technique:- To study the Project, a
Simple Random Sampling technique is used.
*Data Analysis:- After data collection, I’m able to
analyze customer’s views, ideas and opinions
related to services of the Bank of India and Bank of
India will come to know the customer
requirements.
*Data Interpretation: - Interpretation of data is done
by using statistical tools like Pie diagrams, Bar
graphs, and also using quantitative techniques (by
using these techniques) accurate information is
obtained.
 Product and services offered by Bank of
India
* In spite of being a public sector bank, this bank has got all kinds of products
and services, which one can get in a modern bank. 
Following are the different services offered by B. O. I. in India:
* Ancillary Services
Depository Services,Gold Coin (New),Insurance (Domestic travel, health,
education etc.),Mutual Fund,Remittance,Safe Custody,Safe Deposit
Locker,Star Cash Management Service.
* Cards
Bank of India Master Card,Bank of India VISA Card,Gift Card,Platinum Debit
Card,VISA Electron.
Bank of India Loans
Satr Autofin , Star Educational Loan , Star Holiday Loan , Star Home Loan, Star
Mitra Personal Loan
* Online Services
Bill Payment,Fund Transfer (Inter-bank),Internet Banking,Mobile
Banking,Share Trading,Tax Payment,Ticket Booking
 CONCLUSION
* . From the above analyses, it is evident thatBANK OF INDIA has many positive
features and the customers are mostly satisfied with the services offered. In spite of
this fact, it has been observed that many customers are not aware of all sort facilities
provided by BANK OF INDIA Though this study can’t provide conclusive evidence to
determine particular courses of action and further research will be required to
provide evidence.

* SUGGESTIONS:
They may consider the following recommendations to gain more customer based and
achieve more customer satisfaction along with maintaining existing customers’ delights
 The management of BANK OF INDIA should conduct more product and services
awareness campaign.
 They should increase the level of providing personal attention to individual
customers.
 In delivery of quality service in banks, what matters are speed, accuracy,
promptness, reliability, individualized attention, etc. Better results can be achieved
through proper use of relevant banking technology.
THANK YOU