Internship Project Report

2021-22

Topic - Measurement of Customer Satisfaction

Level at Bank of Baroda,
Sonarpura(Varanasi)

Bachelor of Vocation in Modern Office Management

Submitted by
Pushpanjali Singh
Semester 5th
B. Voc. MOM(Batch 2019-22)
Exam Roll No. - 19230MOM024

DECLARATION

I hereby declare that the project “Setting up a system for measurement of

customer satisfaction level” is original and bonafide work done by me.

The project is being submitted for the fulfilment of the requirement for the
certificate of completion of on the job training at Bank Of Baroda and for the
Degree of Bachelor of Vocation in Modern Office Management at RGSC,
BHU.

The contents of this project are based on the field work, survey and analysis done
by me during my internship at BANK OF BARODA, SONARPURA,
VARANASI.

Faculty Supervisor: Company Supervisor: Student:

Dr. Shruti Singh Mr. Rajan Kumar Miss. Pushpanjali Singh
Assistant Professor Assistant Manager B.Voc. MOM(Batch 2019-2022)
RGSC, BHU Bank of Baroda Exam Roll No. - 19230MOM024
Mr. Rajeshwar Tiwari Sonarpura, Varanasi
Assistant Professor
RGSC, BHU

02
 CERTIFICATE

This is to certify that Miss. Pushpanjali Singh, student of Bachelor of Vocation in

Modern Office Management has completed her internship project work on “Setting
up a system for measurement of customer satisfaction level” at Bank of Baroda,
Sonarpura(Varanasi) under my guidance with great determination and dedication.

Her work on this project report is highly appreciable and I wish her success in every
walk of her life she comes forward.

(Signature) (Signature)
Dr. Shruti Singh Mr. M. P. Ahirwar
Assistant Professor Course Coordinator
RGSC, BHU RGSC, BHU

Mr. Rajeshwar Tiwari

Assistant Professor
RGSC, BHU

03


ACKNOWLEDGEMENT

It was a great opportunity for me to work with BANK OF BARODA., pioneers

in the field of Banking services. I am very much thankful to all those who have
shared their expertise, knowledge, and experience with me and without whom
the completion of this project would have been virtually impossible.

At first, I would like to thank my project Guide Mr. Rajan Kumar, Branch
Head who helped me constantly throughout the training and has been a constant
source of inspiration during the completion of this project.

I am also extremely grateful to Dr. Shruti Singh, Assistant Professor, DDU

Kaushal Kendra, RGSC-BHU, who has given me very useful suggestions
throughout the project survey.

I am also very thankful to Mr. Rajeshwar Tiwari, Assistant Professor, DDU

Kaushal Kendra, RGSC-BHU, for sharing his knowledge.

I am indebted to all employees of the Bank of Baroda, Sonarpura Branch for

their valuable support and cooperation during the entire tenure of this project.
Not to forget, all those who have kept my spirits surging and helped to deliver
my best.

I want to give my special thanks to all members of BOB, for providing me the
opportunity to work on this project with this great organization.

Finally, I'd like to express my gratitude to all of the respondents who took the
time to provide us with the details we needed and who supported us in
completing my project on time.

Pushpanjali Singh

04
 PREFACE

Knowledge becomes more sharpen when practical experience is blended with

theoretical. This provides student the understanding of the studies.

The purpose of this training is to expose the students to the real business situation
and to provide insight into the various functions carried out within the
organization.

As complementary to training, I have prepared and submitted the project report. It

is an attempt to present knowledge and observations gathered during the training.

Pushpanjali Singh

05
 ABSTRACT

Banking has changed in recent years because it is no longer dependent on a

brick-and-mortar structure. Customer satisfaction has changed as a result of
continued technological advancements, growing customer bases, and the
evolution of alternative banking networks. As conventional banking gave way to
modern banking, the principles and determinants of customer satisfaction
changed dramatically. Examining the literature on customer loyalty in the
banking industry demonstrates this. This paper is based on a thorough analysis of
the literature and aims to determine how customer satisfaction principles and
determinants have changed dramatically during the transition from conventional
to modern banking.

In this report, I have mentioned all the aspects of customer satisfaction, all the
data collected are primary and collected through the survey questionnaire. The
questionnaire contains all the field which is required to set up a measurement of
customer satisfaction level. Based on data collected through the questionnaire
survey, I have calculated analyzed and interpreted all the fills where
improvement needed.

In the research methodology section, I have mentioned the statement of the

problem, the need for the study, the objective of the study, and the method of
Data Collection. After analyzing and data interpretation I mentioned all the
important observations and findings, after that, I compiled all the
recommendations of the customers as shown in the suggestion and
recommendation chapter. A questionnaire sample is also provided in the
annexure for better interpretation.

Pushpanjali Singh

06
07
08
 1.
COMPANY PROFILE

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What is Banking:
Any industrial economy's lifeline is the banking sector. It is one of the most
important financial foundations of the financial sector, and it is critical to the
economy's functioning. It is critical for a country's economic growth that its trade,
industry, and agriculture financing needs are met with greater commitment and
responsibility. As a result, a country's growth is inextricably associated with the
development of commerce. In economic terms, banks should be seen as growth
pioneers rather than money dealers. They play an important role in the mobilization
of deposits and disbursement of credit to various sectors of the economy. The
banking system reflects the economic health of the country. The strength of an
economy depends on the strength and efficiency of the financial system, which in
turn depends on a sound and solvent banking system.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association
(IBA), and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. have been well
defined under three separate heads.
The context, on the other hand, has been well illustrated in the introduction part of
the entire banking mythology, namely:
• History of Banking in India
• Nationalization of Banks in India
• Scheduled Commercial Banks in India

History of Banking in India:

India cannot have a stable economy without a sound and efficient banking system.
India's banking system should not only be simple to use, but also capable of meeting
the needs of the country's people, new technological problems, as well as any other
external and internal factors.

India's banking sector has a long list of accomplishments to its credit over the last
three decades. Its wide reach is the most striking feature. In India, it is no longer
limited to metropolitans and cosmopolitans.

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In fact, Indian banking system has reached even to the remote corners of the
country. This is one of the main reasons of India's growth process.
The first bank in India, though conservative, was established in 1786. From 1786 till
today, the journey of Indian Banking System can be segregated into three distinct
phases. They are as mentioned below:
• Early phase from 1786 to 1969 of Indian Banks
• Nationalization of Indian Banks and up to 1991 prior to Indian
banking sector Reforms.
• New phase of Indian Banking System with the advent of Indian
Financial & Banking Sector Reforms after 1991.

Scheduled Commercial Banks in India:

In India, scheduled banks are those that are listed in the Second Schedule of the
Reserve Bank of India (RBI) Act, 1934. The Reserve Bank of India, in turn, includes
only those banks in this schedule that meet the requirements set out in section 42 (6)
(a) of the Act.
There were 300 scheduled banks in India on June 30, 1999, with a total network of
64,918 branches. State Bank of India and its associates (8), nationalised banks (19),
international banks (45), private sector banks (32), co-operative banks, and regional
rural banks are among India's scheduled commercial banks.

"Scheduled banks in India" means the State Bank of India constituted under the
State Bank of India Act, 1955 (23 of 1955), a subsidiary bank as defined in the State
Bank of India (Subsidiary Banks) Act, 1959 (38 of 1959), a corresponding new bank
constituted under section 3 of the Banking Companies (Acquisition and Transfer of
Undertakings) Act, 1970 (5 of 1970), or under section 3 of the Banking Companies
(Acquisition and Transfer of Undertakings) Act, 1980 (40 of 1980), or any other
bank being a bank included in the Second Schedule to the Reserve Bank of India
Act, 1934 (2 of 1934), but does not include a co-operative bank".

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The following are the Scheduled Banks in India (Public Sector):

State Bank of India

State Bank of Bikaner and Jaipur
State Bank of Hyderabad
State Bank of Indore
State Bank of Mysore
State Bank of Saurashtra
State Bank of Travancore
Andhra Bank
Allahabad Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Canara Bank
Central Bank of India
Corporation Bank
Dena Bank

The following are the Scheduled Banks in India (Private Sector):

ING Vysya Bank Ltd

Axis Bank Ltd
Indusind Bank Ltd
ICICI Bank Ltd
South Indian Bank
HDFC Bank Ltd
Centurion Bank Ltd
Bank of Punjab Ltd
IDBI Bank Ltd

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Banking Services in India:
Banks have been adding options to their customers for years. The Indian banking
industry is in the midst of a consumer demand transition. Customers have more
options when it comes to select a bank. Within India's banking industry, a rivalry has
developed.
Bank services have become more simple and convenient as a result of increased
competition and technological advancements. In recent days, an hour has elapsed
between withdrawing cash from accounts and a cheque from the north of the country
being cleared in the south in one month.
This section of banking deals with the most recent developments in banking
instruments, as well as polished versions of older systems.

Introduction of Bank of Baroda:

Bank of Baroda (BOB) is a banking and financial services corporation owned by the
Indian government. With 132 million clients, a total company of US$218 billion,
and a global footprint of 100 overseas offices, it is India's third largest government-
owned bank. It is ranked 1145 on the Forbes Global 2000 list as of 2019.
On September 17, 2018, the Indian government announced that Bank of Baroda,
Vijaya Bank, and Dena Bank will merge to form India's second largest lender. With
a combined company of Rs14.82 trillion (short scale), the merger is the first-ever
three-way consolidation of banks in India, making it the country's third largest bank
after State Bank of India (SBI) and ICICI Bank.
The bank was created on July 20, 1908, in the Princely State of Baroda, Gujarat, by
Maharaja Sayajirao Gaekwad III, Maharaja of Baroda. On July 19, 1969, the
government of India nationalised the bank, along with 13 other major Indian
commercial banks; the bank was designated as a profit-making public sector
undertaking (PSU).

13
History of Bank:
In 1908, Maharaja Sayajirao Gaekwad III, set up the Bank of Baroda (BOB),
with other stalwarts of industry such as Sampatrao Gaekwad, Ralph
Whitenack, Vithaldas Thakersey, Tulsidas Kilachand and NM Chokshi.Two
years later, BOB established its first branch in Ahmedabad. The bank grew
domestically until after World War II.
Then in 1953 it crossed the Indian Ocean to serve the communities of
Indians in Kenya and Indians in Uganda by establishing a branch each in
Mombasa and Kampala. The next year it opened a second branch in Kenya,
in Nairobi, and in 1956 it opened a branch in Tanzania at Dar-es-Salaam.
Then, in 1957, BOB made a major international move by opening a branch
in London. London was the capital of the British Commonwealth and the
world's most significant financial hub. BOB acquired Hind Bank (Calcutta;
founded 1943) in 1958, making it the bank's first domestic acquisition.

Products and Services:

Saving Account
Current Account
Home Loan
Personal Loan
Car Loan
Mudra Loan
Education Loan
Two-wheeler Loan
Fixed Deposit
Reccuring Diposit
Credit & Debit Card
Mobile &Net Banking

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Awards:
Bank of Baroda Ranked 21st amongst Best Indian Brands 2016 in Brand Equity
Association of Business Communicators of India (ABCI) Awards
Association of Business Communicators of India (ABCI) Awards (2006)
Bank of Baroda receives “Bank of the year” Award
Bank of Baroda receives Millennium National Rajbhasha Shield
Bank of Baroda bags four Awards of ABCI for the year 2009
Bank of Baroda bags Forbes India Leadership Award

Vision and Mission:

It has been a long and eventful journey of almost a century across 25 countries.
Starting in 1908 from a small building in Baroda to its new hi-rise and hi-tech
Baroda Corporate Centre in Mumbai, is a saga of vision, enterprise, financial
prudence and corporate governance.
To be a top ranking National Bank of International Standards committed to
augmenting stake holders' value through concern, care and competence.

SWOT Analysis:

STRENGTH
Wide network in public sector banking in India
A large number of customers
It offers a large number of services and products
International presence adds to the credibility of Bank of Baroda
More than 50,000+ employed with BOB
More than 5000+ branches and 10000+ ATMs
Strong advertising and branding of the bank

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WEAKNESS
Due to intense competition limited market share growth
Comparison with global banks Internation presence of BOB is limited

OPPORTUNITIES
Bank of Baroda's international branches enables it to grow into new markets
Expansion of services to the unbanked and underbanked in rural areas
Caps of Bank of Baroda will contribute more to revenue
Using internet services and smartphones to capture the attention of the youth

THREATS
RBI's new banking licenses may have an effect on operations
Bank of Baroda's market share may be decreased by foreign banks investing in
large numbers
Data leakage and the loss of sensitive information are risks that online facilities
face

Competitors of BOB:
State Bank of India (SBI)
ICICI BANK
HDFC
AXIS BANK
Allahabad Bank

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 2.
INTRODUCTION OF
PROJECT

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Customer Satisfaction:
Meaning:
It is a measure of how products and services supplied by a company meets or
surpass the customer's expectations. Customer expectation is the need, wants, and
preconceived ideas of a customer about a product or a service.
If customer expectations are met then the customer is satisfied.

Customer satisfaction occurs when acquisition of products and/or services

provides a minimum negative departure from expectations when compared with
other acquisitions.

Gaining high levels of customer satisfaction is very important to a business because

satisfied customers are most likely to be loyal and to make repeat orders and use a
wide range of services offered by a business. Many factors lead to high levels of
customer satisfaction including Products and services which are customer-focused
and hence provide high levels of value for money.

What is sorted about the customers?

What is clear about customer satisfaction is that customers are most likely to
appreciate the goods and services that they buy if they are made to feel special. This
occurs when they feel that the products and services that they buy have been
specially produced for them or people like them.

Benifits of Customer Satisfaction:

As organizations understand the benefits of Customer Relationship Management
(CRM) for delivering efficient customer service, the value of customer loyalty and
support is increasingly becoming a critical business problem. For running valuable
customer service functions, professionals employed in customer-focused businesses
or those running call centers or help desks need to stay up to date with the latest
customer satisfaction techniques.

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What Constitutes Satisfaction?
We cannot create customer satisfaction just by meeting customer’s requirements
fully because these have to be met in any case. However, failing short is certain to
create dissatisfaction. Major Attributes of customer satisfaction in the banking
industry can be summarized as:
Product quality
Premium Outflow
Return on Investment
Services
Responsiveness and ability to resolve complaints and reject reports
Overall communication, accessibility, and attitude

What are the Tools?

Various approaches, such as periodic contract evaluations, may be used to identify
customer preferences:
Market research
Telephonic interviews
Personal visits
Warranty records
Informal discussions
Satisfaction surveys

We may select the most appropriate approach for calculating consumer expectations
based on the customer base and available resources. The exercise's aim is to
determine where changes should be made first. We need to come up with a method
(or a mixture of methods) for continuously improving service.

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Customer Satisfaction Surveys:
Formal surveys have proven to be the most effective means of measuring customer
loyalty regularly. The survey is more of a knowledge-gathering tool than a
marketing tool. Before starting the survey, make sure you've done enough
homework. Product quality
Defining Objectives of the Survey
Design Survey approach
Develop questionnaires and forms
Administer Survey (Email, Telephone or Post)
Method of compiling data and analyzing the findings
Format of the report to present the findings

It's pointless to ask unnecessary questions on a customer satisfaction survey. The

main goal is to figure out whether we are doing it correctly or incorrectly. Where is
there room for growth, and how do we compare to other suppliers? What should we
do to improve our customer service?

A customer satisfaction measurement survey should at least identify the

following objectives:
Importance to customers (Customers priorities)
Customer’s perception of supplier’s performance
Your performance is relative to customer’s priorities
Priorities for improvement

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 3.
literature
review

21
Kotler (2000) defined satisfaction as: “a person’s feelings of pleasure or
disappointment resulting from comparing a product’s perceived performance (or
outcome) in relation to his or her expectations”. According to Hansemark and
Albinsson (2004), “satisfaction is an overall customer attitude towards a service
provider, or an emotional reaction to the difference between what customers
anticipate and what they receive, regarding the fulfillment of some need, goal or
desire”.

Hoyer and MacInnis (2001) said that satisfaction can be associated with feelings of
acceptance, happiness, relief, excitement, and delight. There are many factors that
affect customer satisfaction. According to Hokanson (1995), these factors include
friendly employees, courteous employees, knowledgeable employees, helpful
employees, the accuracy of billing, billing timeliness, competitive pricing, service
quality, good value, billing clarity, and quick service

In order to achieve customer satisfaction, organizations must be able to satisfy their

customers’ needs and want (La Barbera and Mazursky, 1983). Customers’ needs
state the felt deprivation of a customer (Kotler, 2000). Whereas customers’ wants,
according to Kotler (2000) refer to “the form taken by human needs as they are
shaped by culture and individual personality”.

Customer service refers to the processes and actions making it easier for customers
to do business with a company (Kotler, 2000). Customer service can mean different
things to different people, according to their circumstances. For this reason, it is
important that the company is clear about what it is trying to achieve with ‘customer
care’ programs and what they're like. The company offers a product or service
designed to meet customer need and all the intangible element hitch go with, it
including customer service. It is eminently sensible to make customers feel good
about their dealing with the company, said (John Leppard & Liz Molyneux, 1994).

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Customer Research in Different Aspects:
On consumption, consumer behavior, and the decision-making process of
consumers, there is a substantial body of literature. Rather than assessing the level of
satisfaction with the service, most market research concentrated on adopter groups,
habits, behaviors, and intentions.

How Bank of Baroda Deals with Customers?

A customer rights policy made by the Bank of Baroda maintains all the given rights
of the customers adopted by the bank.
Banking is a service industry. The business of a bank entirely depends on the
customer. If there is no customer, there is no business in banks. With the
development in banking and increased competition, customer has become very
important. Protecting the rights of customers has become an integral aspect of
financial services provided by the bank. If customer's rights are protected then only
customers can be retained.

The policy is based on domestic experience and global best practices brought out to
enhance customers' protection. The Policy applies to all products and services
offered by the bank or its agents, whether provided across the counter, over the
phone, by post, through interactive electronic devices, on the internet, or by any
other method.
It covers five basic rights of the customer such as:
Right to Fair Treatment:
The Bank will make every effort to ensure that the contracts or agreements
it draughts are clear, simple to comprehend, and well communicated to the
general public. The Bank cannot threaten the customer with physical harm,
exert undue influence, or engage in overt abuse during their relationship.
Right to Transparency, Fair and Honest Dealing:
Both the customer and the Bank have a right to be treated with courtesy.
The customer should not be unfairly discriminated against on grounds such
as gender, age, religion, caste, and physical ability when offering and
delivering financial products.

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 Right to Suitability:
The products offered should be appropriate to the needs of the customer and
based on an assessment of the customer's financial circumstances and
understanding.
Right to Privacy and Right to Grievance Redress and Compensation:
Customers' personal information to be kept confidential unless they have
offered specific consent to the Bank or such information is required to be
provided under the law or it is provided for a mandated business purpose
(for example, to credit information companies).
The customer has a right to hold the Bank accountable for the products
offered and to have a clear and easy way to have any valid grievance
redressed. The Bank should also facilitate the redressal of grievances
stemming from its sale of third-party products.

Common Practices Followed by BOB Branches:

Display business hours

Render courteous services
Attend to all customers present in the banking hall at the close of business hours
Provide separate "Enquiry" or "May I help you" counter at large branches
Provide details of various deposit schemes/services of the Bank
Issue Demand Drafts, Pay Orders, etc
Display Time-Norms for various banking transactions
Pay interest for delayed credit of outstation cheques, as advised by the Reserve
Bank of India (RBI) from time to time
Provide complaint/suggestion box in the branch premises

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 4.
research
methodology

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Statement of Problem:

This study helps us understand the Customer's Satisfaction level with the banking
services and products provided by the Bank of Baroda. This study also helps the
bank to understand, how a customer chooses, organizes, and interprets the standard
of the banks' services and products.

Need for the Study:

The greater the anticipated contribution margin, the better the business
recognizes customer desires and satisfaction, and the quicker the product or
service is launched ahead of the competition. As a result, the research is
important.
This research would also assist businesses in gaining a better understanding of
their current customers' experiences and desires.
This research will assist businesses in customizing their services and products to
meet the needs of their customers.

Objective of the Study:

To learn the details of consumer perceptions and behaviors.

To determine the gaps between perceived and planned service.
To upgrade service characteristics, create an executive service report.
To gain a better understanding of the needs of customers.
To set up a measurement of the satisfaction level of customer.

Area of the Study:

The research and survey were carried out in the Bank of Baroda, Sonarpura,
Varanasi.

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Data Collection Technique:
Primary Data:
Primary data are those obtained for the first time by the investigator, and therefore
are unique in character; they are often collected for a specific purpose. To collect the
primary data, a well-structured questionnaire was personally administered to the
selected sample.
Primary data collected through the questionnaire at the branch.

Secondary Data:
Secondary data are those that have already been collected and published by others
for their own purposes. Secondary data is usually in the form of completed items.
Secondary Data collected from Various Books, Websites, News Papers,
Magazines, and BOB official website.

Note: All the sources of data collected are mentioned in Bibliography.

Type of Research:
The current thesis is focused on the style of research known as analytical research,
which has as its primary goal the analysis of the various processes, methodologies,
and procedures developed by RBI and BOB.
Here, researchers have the ability to create new models and do a lot of hands-on
work with RBI's various models.

Instruments Used:
The project report has been created using a chart and the percentage method along
with the various methods of finding Central Tendencies i.e. mean, median & mode.

Statical Technique Used:

All the representation of calculated data is shown with the help of Bar-Charts, Pie-
charts, and Tabular-charts.

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Duration of the Project:
Duration of the training, survey, and project making are combined and that is 2
months.

Limitations of the Study:

Sample Size: Estimated size of the questionnaire sample is 100 but after filtration
and removing partially filled questionnaires sample size is limited to 82.

Time Constraints: Since the time allotted to complete the project is limited, there is
a possibility that certain information was overlooked; however, every effort was
made to include all relevant information.

Accuracy: It's difficult to tell whether any of the respondents provided correct
information; some of them have a tendency to provide misinformation.

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 5.
ANALYSIS &
INTERPRETATION

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ANALYSIS OF THE BRANCH STAFF:

Note : Data is calculated on the basis of 1 to 4

30
ANALYSIS OF THE BRANCH APPEARENCE AND
WAITING TIME

90.24% of persons are saying that the branch overall appearance is neat,
orderly, and has sufficient and comfortable sitting arrangements
97.56% of persons are saying that the branch has sufficient Customer
Representatives and Tellers for their needs
Waiting time = Less than 15 min

Note : Above data is calculated by taking poll

ANALYSIS OF CHARGES AND INTEREST RATE

Note: Above is the data of people saying that they are paying
respective charges or not.

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ANALYSIS OF THE DIGITAL BANKING SERVICES
Ease of accces Internet banking = 77.74%

Problem solved by Call executive = 81.71%

Ease of nevigating website = 57.31%
Ease of using M-connect+ App = 77.23%

Note : Above data is calculated by taking poll

ANALYSIS OF THE PRIORITIES OF CUSTOMERS

Note : Above is the calculation of %age of people looking for the

respective aspects when starting a relationship with bank.

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ANALYSIS OF THE FIELDS OF IMPROVEMENT

Note: Above is the calculation of %age of people suggesting the

Improvement in the respective field.

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OTHER BASIS OF ANALYSIS

95.12% of persons are thinking the bank caters to all their banking needs.

91.46% of persons are ready to recommend this bank to their friends, relatives, and
associates.

PEOPLE'S OPINION ON THE SURVEY

Persons thinking the survey "Will yield result" = 54.87%
Persons "Looking forward for results" = 14.68%
Persons "Satisfied" with the survey = 37.80%

Below are some suggestions/fields of improvement given by the customers adopted

by the Bank of Baroda:
Well Coordination with the customers is required
M-connect+ is not showing the IPO option
A faster network is required
More platforms for filling forms are required

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 6.
Observation
& FINDINGS

35
 Observation and Findings of the Report:

Based on the analysis and Interpretation section of this report I found many regions
where the bank has Improved services and products incessantly:
Bank has a sufficient number of employees polled by 97.56% of the customers
Bank takes very less time of the customers which are waiting in the queue (less
than 15 min)
81.71% people are happy with call executives of the bank
As customers are saying Bank of Baroda provides several products and services
95% of people thinking that Bank of Baroda caters to all banking needs

Some fields where Improvements is required immediately:

A faster network is required
Bank will have to be very transparent in giving proper information to the customer

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 7.
SUGGESTION &
RECOMMENDATION

37
Suggestion and Recommendation:
Consumers react differently to banking products and services depending on their
individual characteristics. As a result, I BOB should make an effort to draw the
attention of potential early adopters to their new product and services.
Because of the fierce rivalry in the stock industry, BOB needs to improve its
marketing strategy in order to draw more customers and give better service to the
existing ones.
The respondents' most desired attributes include return on investment, business
credibility, and premium outflow. As a result, these characteristics should be given
more attention.
BOB can solicit customer reviews to determine whether customers are pleased or
disappointed with the bank's service and products. If they are disappointed, the
source of their frustration should be identified and fixed in the future.
The BOB brand has a lot of goodwill and has a lot of brand value. Given the fierce
rivalry, BOB must work hard to retain its position and provide customers with
better service and products.
Only customers would be happy if the bank tries to improve its brand value
through success and service.
Since the majority of people consider banking to be significant in their lives, BOB
should use strategies to turn wants into needs, which will benefit their company.

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 8.
BIBLIOGRAPHY

39
Book:

the handbook of customer satisfaction and loyalty measurement, by Jim

Alexander and Nigel Hill

Other Useful links:

www.google.com

www.wikipedia.com

www.bankofbaroda.com

https://www.rbi.org.in/

https://www.bankofbaroda.in/awards-archive.htm

https://www.bankofbaroda.in/writereaddata/Images/pdf/Cusotmer-Rights-

Policy-English.pdf

https://www.slideshare.net/RahulAgarwal122/customer-satisfaction-45571400

https://www.callcentrehelper.com/how-to-calculate-customer-satisfaction-csat-

109557.htm

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 9.
ANNEXURE

41
Dropbox link of survey data:

https://www.dropbox.com/sh/buuwjil7b7t0wpo/AAC9vlbbs-Kw-

1Du3d1JxlgSa?dl=0

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