A Study on Customers' Satisfaction Towards Banking Services of Sbi in Kanyakumari District
A STUDY ON CUSTOMERS’ SATISFACTION TOWARDS BANKING SERVICES OF SBI IN KANYAKUMARI DISTRICT
Dissertation submitted to Scott Christian College (Autonomous) in partial fulfillment of the requirement for the award of the Degree of MASTER OF PHILOSOPHY IN COMMERCE
Submitted by
ABY ABDUL RABB Reg. No. 1175
(Research Scholar)
Under the Guidance of
MR. I SAMUEL SUNDAR SINGH
DEPARTMENT OF COMMERCE AND RESEARCH CENTRE SCOTT CHRISTIAN COLLEGE (AUTONOMOUS)
NAGERCOIL - 629 003
2011– 2013 2011–
A STUDY ON CUSTOMERS’ SATISFACTION TOWARDS CUSTOMERS’ BANKING SERVICES OF SBI IN KANYAKUMARI DISTRICT
Dissertation submitted to Scott Christian College (Autonomous) in partial fulfillment of the requirement for the award of the Degree of
MASTER OF PHILOSOPHY IN COMMERCE
Submitted by
ABY ABDUL RABB
Reg. No. 1175 (Research Scholar)
Under the Guidance of
MR. I.SAMUEL SUNDAR SINGH
DEPARTMENT OF COMMERCE AND RESEARCH CENTRE SCOTT CHRISTIAN COLLEGE (AUTONOMOUS)
NAGERCOIL - 629 003
2011– 2013 2011–
CERTIFICATE
ii
Mr. I. Samuel Sundar Singh, M.Com,M.Phil.,M.Ed., Assistant Professor, Department of Commerce and Research Centre, Scott Christian College (Autonomous), Nagercoil - 629 003.
CERTIFICATE
This is to certify that the Dissertation entitled “A STUDY ON
CUSTOMERS’ SATISFACTION TOWARDS BANKING SERVICES OF SBI CUSTOMERS’ IN KANYAKUMARI DISTRICT”, submitted by ABY ABDUL RABB (Reg. DISTRICT” No. 1175) for the Degree of Master of Philosophy in Commerce; Scott
Christian College (Autonomous) is the bonafide record of dissertation work done by him under my supervision during the period 2011 - 2013. This report has not been previously submitted for any other Degree, Diploma, Associateship and fellowship or any other similar title. This
report represents entirely an original and independent work by the candidate.
iii
DECLARATION
iv
v
CONTENTS
vi
CONTENTS
CHAPTER NO. I
PARTICULARS INTRODUCTION AND DESIGN OF
Dissertation submitted to Scott Christian College (Autonomous) in partial fulfillment of the requirement for the award of the Degree of MASTER OF PHILOSOPHY IN COMMERCE
Submitted by
ABY ABDUL RABB Reg. No. 1175
(Research Scholar)
Under the Guidance of
MR. I SAMUEL SUNDAR SINGH
DEPARTMENT OF COMMERCE AND RESEARCH CENTRE SCOTT CHRISTIAN COLLEGE (AUTONOMOUS)
NAGERCOIL - 629 003
2011– 2013 2011–
A STUDY ON CUSTOMERS’ SATISFACTION TOWARDS CUSTOMERS’ BANKING SERVICES OF SBI IN KANYAKUMARI DISTRICT
Dissertation submitted to Scott Christian College (Autonomous) in partial fulfillment of the requirement for the award of the Degree of
MASTER OF PHILOSOPHY IN COMMERCE
Submitted by
ABY ABDUL RABB
Reg. No. 1175 (Research Scholar)
Under the Guidance of
MR. I.SAMUEL SUNDAR SINGH
DEPARTMENT OF COMMERCE AND RESEARCH CENTRE SCOTT CHRISTIAN COLLEGE (AUTONOMOUS)
NAGERCOIL - 629 003
2011– 2013 2011–
CERTIFICATE
ii
Mr. I. Samuel Sundar Singh, M.Com,M.Phil.,M.Ed., Assistant Professor, Department of Commerce and Research Centre, Scott Christian College (Autonomous), Nagercoil - 629 003.
CERTIFICATE
This is to certify that the Dissertation entitled “A STUDY ON
CUSTOMERS’ SATISFACTION TOWARDS BANKING SERVICES OF SBI CUSTOMERS’ IN KANYAKUMARI DISTRICT”, submitted by ABY ABDUL RABB (Reg. DISTRICT” No. 1175) for the Degree of Master of Philosophy in Commerce; Scott
Christian College (Autonomous) is the bonafide record of dissertation work done by him under my supervision during the period 2011 - 2013. This report has not been previously submitted for any other Degree, Diploma, Associateship and fellowship or any other similar title. This
report represents entirely an original and independent work by the candidate.
iii
DECLARATION
iv
v
CONTENTS
vi
CONTENTS
CHAPTER NO. I
PARTICULARS INTRODUCTION AND DESIGN OF
References: 45. Sarin and Anil (2007), “Contemporary Issues in Services Marketing”, Indian Journal of Marketing, 37, pp. 40-44. 46. Srinivasa Vallabha S.V. (2005), “Virtual Banking – ATM Usage”, Southern Economist, October. 48. Tyler K. and Stanley E. (2001), “Corporate Banking: The Strategic Impact of Boundary”, International Journal of Bank Marketing, 19 (6), Emerald, pp. 246-252. 49. Uma Maheswara Rao T. (2005), “Internet Banking in Indian Scenario”, Indian Journal of Marketing, Vol. 45, April,. Vol. 45 Page No 16-21. 50. Uppal R.K. (2010), “Customer Complaints in Banks: Nature, Extent and Strategies to Mitigation”, Journal of Economics and International Finance, Vol Kumbhar (2011), 52. Vinyaka Moorthy. A. (2008), “Globalization and Recent Trends in Banking Finance”, Volume XXI, No 2. 28. Zeithaml V.A., Parasuram. A. (1998), and Berry L.L., “Service Quality Puzzle”, Business Horizen, Sep- Oct. 3. Kannan. K. (2008), “Internet Banking in India Emerging Challenges”, Manommaniam Sundaranar University, Tirnelveli. 4. Keffla Muhamed Rochdi (2010), “Barriers to the Adoption and Usage of E-banking by Tunisian Customers”, SSRN. 5. Krishna Kumar A. (2010), “Customer Satisfaction Vs. Quality”, Paper Presented at 6thBanking Technology 2010 Conference and Banking Technology Award of 2009, January 2010. (2008), “Core 7. Rajagopala Nair (1994), “Rural Bank marketing In Kerala”, Un Published Doctoral Dissertation, University of Kerala. 8. Suresh Kumar. A. (2005), “A research Study on E-banking in Trivandrum District. 9. Vidhya M.J. (2009), “A Comparative Study of Customer Services in ICIC and SBI”, Un-Published Dissertation, ICFAI National College, Keelkattalai. 1. Vinil Kumar (2012), “A Study on Customer Satisfaction Towards EBanking in Kanyakumari District”, Unpublished Master’s Dissertation, Manom Mnaiyam Sundarlal University. 1. Chandra Tripai (1988), “Customer Services and Security System in Nationalized Banks”, 64th Report of the Estimates Committee. 2. Goiporia M.N. (1990), “Report of the Study Groups on Customer Service”, Reserve Bank of India, Bombay. 3. Meidan A. (1976), “Branch Manager’s Attitude on Bank Objectives and Operations”, Proceedings of the European Academy of Advanced Research in Marketing Conference, Instead, 215-228.