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SURVEY ANALYSIS

&
INTERPRETATION

Q. 1 In which bank you have an account ?


Bank

No. of Respondent

Percentage

SBI

85

85%

ICICI

15

15%

90%

85%

80%
70%
60%
50%
40%
30%
20%

15%

10%
0%
SBI

ICICI

From the above table and bar graph show that 85% majority of people have
account in SBI in comparison to ICICI.

Q. 2 Which bank provides better security services to their customer ?


Bank

No. of Respondent

Percentage

SBI

60

60%

ICICI

40

40%

From the above table and bar graph show that 60% majority of people
choose SBI for security purpose.Q. 3 Which bank open and activate any account
with in 3 days.
Bank

No. of Respondent

Percentage

SBI

35

35%

ICICI

65

65%

From the above table and bar graph show that 35% majority of people are agree
with SBI in comparison to ICICI. According to Scheme code.Q. 4 Which banks
provide better services for students.
Bank

No. of Respondent

Percentage

SBI

85

85%

ICICI

15

15%

From the above table and bar graph show that 85% majority of people agree with
SBI in comparison to ICICI for better services for student.Q. 5 In which bank you
applied for any loan ?
Bank

No. of Respondent

Percentage

SBI

75

75%

ICICI

25

25%

From the above table and bar graph show that 75% majority of people have
account in SBI.Q. 6 Which bank provide educational loan easily ?
Bank

No. of Respondent

Percentage

SBI

80

80%

ICICI

20

20%

From the above table and bar graph show that 80% majority of people agree with
SBI for better educational loan in comparison to ICICI.Q. 7 Which bank provides
loan earlier ?
Bank

No. of Respondent

Percentage

SBI

35

35%

ICICI

65

65%

From the above table and bar graph show that 65% majority of people think that
ICICI provide loan earlier than SBI.

Q. 8 Which bank provides better interest on your deposit ?


Bank

No. of Respondent

Percentage

SBI

65

65%

ICICI

35

35%

From the above table and bar graph show that 65% majority of people think in
favour of SBI for providing better interest on Deposit.

Q. 9 Which bank provides internet banking services more promptly ?


Bank

No. of Respondent

Percentage

SBI

35

35%

ICICI

65

65%

From the above table and bar graph show that 65% majority of people are agree
with ICICI for providing internet banking services more promptly.

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Q . 10 Which bank provides more working hour for their customer ?


Bank

No. of Respondent

Percentage

SBI

30

30%

ICICI

70

70%

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From the above table and bar graph show that 70% majority of people agree with
ICICI for their more working hour.Q.11 Which bank charge is more costly than the
other bank ?
Bank

No. of Respondent

Percentage

SBI

10

10%

ICICI

90

90%

From the above table and bar graph show that 90% majority of people think that
charges of ICICI is more costlier than SBI.

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Q.12 Which bank have more branches in rural area ?


Bank

No. of Respondent

Percentage

SBI

95

95%

ICICI

5%

From the above table and bar graph show that 90% majority of people agree with
SBI.

13

Q.13 According to your view in which bank your money is more secured ?
Bank

No. of Respondent

Percentage

SBI

75

75%

ICICI

25

25%

From the above table and bar graph show that 75% majority of people feel that
their money is more secure in SBI in comparison to ICICI.

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Q.14 In which bank withdrawing process is more easy ?


Bank

No. of Respondent

Percentage

SBI

60

60%

ICICI

40

40%

From the above table and bar graph show that 60% majority of people agree with
SBI for their withdrawing process.

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Q.15 Which bank provides better ATM services ?


Bank

No. of Respondent

Percentage

SBI

40

40%

ICICI

60

60%

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From the above table and bar graph show that 60% majority of people agree with
ICICI for providing better ATM services.Q.16 In which bank behaviors of
employees is more cooperative ?
Bank

No. of Respondent

Percentage

SBI

30

30%

ICICI

70

70%

17

From the above table and bar graph show that 70% majority of people agree that
behaviour of ICICI bank employees is more cooperative than SBI.Q.17 Which
bank provides better credit card facilities ?
Bank

No. of Respondent

Percentage

SBI

40

40%

ICICI

60

60%

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From the above table and bar graph show that 60% majority of people are using
credit card facilities from SBI than from ICICI.Q.18 Which bank takes minimum
charges for their facilities ?
Bank

No. of Respondent

Percentage

SBI

90

90%

ICICI

10

10%

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From the above table and bar graph show that 90% majority of people think SBI
for their minimum charges facilities.Q.19 Which bank provide better customer
satisfaction ?
Bank

No. of Respondent

Percentage

SBI

60

60%

ICICI

40

40%

20

From the above table and bar graph show that 60% majority of people think about
SBI for providing better customer satisfaction.Q.20 Over all ranking of which bank
is better in India
Bank

No. of Respondent

Percentage

SBI

70

70%

ICICI

30

30%

From the above table and bar graph show that 70% majority of people agree with
SBI in comparison to ICICI for better ranking in India.

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FINDINGS

FINDINGS
After critical analysis of the view of respondents (100 units). The following findings have come
out which are as follows: Majority of the people use banking facilities.
Good Services by the bank employee and the bank was the main expectation from
majority of the customers.
Most of the respondent are availing credit facilities from this two Banks.
Most of the respondents are availing the credit facilities ranging from 2 to 3 years.
Customers are highly satisfied with their banks.

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The credit facilities of SBI and ICICI are well known to every respondent
SBI and ICICI are the most preferred banks in regard of interest rates.
Customer prefer low interest rates followed by services.
A good awareness level is exist in both SBI and ICICI bank.
Most of the respondents gets information about SBI from bank employees.

RECOMMENDATION

23

24

RECOMMENDATION
The transaction charge of ICICI bank should bellower.
Bank must treat the customers as part and parcel of their business and ever their
existence. All the services should be customer orientated.
Bank management should adopt fair and strong human policy training; development and
customer awareness programmers should chalked out.
Bank should organize customers meet time to time to solve out the problems of customer.
Bank should invite suggestions and criticisms from their customers to make their services
better.
In addition to technological up gradation whats needed is a perceptible improvement in
work culture and inculcation of greater customer orientation among the employees.

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CONCLUSION

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CONCLUSION
Last I want to say that according to the Comparative analyses of the best Service is
provided by SBI bank in compression to I.C.I.C.I. BANK.
After analyzing we find the customer is more satisfied with the services of the ICICI
banks.
Majority of a customer have views about the behavior of the employees infrastructure of
the bank and the treatment they get at their banks.
From the research survey most of the people agreed that the Internet facility is beneficial
for them.
Majority of customer agreed that it took less time to withdraw money, to deposit and to
make a demand draft in this bank.
All the nationalized banks should try to improve their service level to face the stiff
competition given by private banks..
Banks should reduce the time length between sanction and disbursement of loan.
SBI should increase the limit under to fulfill the growing requirement of the customers.
Bank employees should bring more professionalism in their attitude while dealing with
customers to retain and attract more customers
Banks should narrow down the spread between PLR and deposit rates.
Banks should advertise and conduct special awareness programs to make SBI more
popular among customers.

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LIMITATIONS

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LIMITATIONS
The study was conducted with a severe time constraint. So the sample size could not be
more than 100.
The responses received are quite objective in nature.
Low rate of return of the duly filled in questionnaires due to biasness of respondents.
Many of the questionnaires did not helped in conducting the survey report, as they were
lost in the process.
It was difficult to know whether the wiling respondents were truly representative.
This method was likely to be slowest of all.

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BIBLIOGRAPHY

BIBLIOGRAPHY
PUBLICATION BOOKS

KHOTHRI, C.R. RESERCH METHODOLOGY VIKAS


PUBLICATION.
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M.L. SETH, MONEY & BANKING .


WEBSITES
www.sbi.com
www.hdfc.com
www.icici.com
www.goole.co.in
www.bankersindhi.com
BROACHER
BROACHER OF SBI

BROCHER OF ICICI

QUESTIONNAIRE
"A STUDY OF CUSTOMER SATISFACTION BETWEEN PUBLIC &
PRIVATE SECTOR BANK"
B.B.A. VI th semester of RAJ SMS

I Kamlesh Kumar Student of

VARANASI. Please cooperate and help me by giving your valued answers on the
questionnaire given below, which will help me in compiling and reaching nearer to
my goal.
This is here by declared that this study is purely academic in nature. There is no
commercial use and it is a part of our curriculum of my B.B.A. VIth semester
course.
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NAME ......
AGE ..
Educational qualification ...
Contact No ...

Q. 1 In which bank you have an account


a) SBI

b) ICICI

Q. 2 Which bank provides better security services to their customer


a) SBI

b) ICICI

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Q. 3 Which bank open and activate any account with in 3 days.


a) SBI

b) ICICI

Q. 4 Which banks provide better services for students.


a) SBI

b) ICICI

Q. 5 In which bank you applied for any loan ?


a) SBI

b) ICICI

Q. 6 Which bank provide educational loan easily ?


a) SBI

b) ICICI

Q. 7 Which bank provides loan earlier ?


a) SBI

b) ICICI

Q. 8 Which bank provides better interest on your deposit ?


a) SBI

b) ICICI

Q. 9 Which bank provides internet banking services more promptly ?


a) SBI

b) ICICI

Q . 10 Which bank provides more working hour for their customer ?


a) SBI

b) ICICI

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Q.11 Which bank charge is more costly than the other bank ?
a) SBI

b) ICICI

Q.12 Which bank have more branches in rural area ?


a) SBI

b) ICICI

Q.13 According to your view in which bank your money is more secured ?
a) SBI

b) ICICI

Q.14 In which bank withdrawing process is more easy ?


a) SBI

b) ICICI

Q.15 Which bank provides better ATM services ?


a) SBI

b) ICICI

Q.16 In which bank behaviors of employees is more cooperative ?


a) SBI

b) ICICI

Q.17 Which bank provides better credit card facilities ?


a) SBI

b) ICICI
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Q.18 Which bank takes minimum charges for their facilities ?


a) SBI

b) ICICI

Q.19 Which bank provide better customer satisfaction ?


a) SBI

b) ICICI

Q.20 Over all ranking of which bank is better in India


a) SBI

b) ICICI

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