A STATISTICAL STUDY ON CUSTOMER SATISFACTION TOWARDS SERVICE PROVIDED BY INDIAN OVERSEAS BANK IN VADODARA, GUJARAT

Pratap Bhan Kaushik, Dr Ajit Singh Solanki, Sandhya Sharma, Himani Sharma, D. P Mishra

Abstract


The reason of this research article is to assess the customers’ satisfaction towards the banking services provided by the Indian overseas Bank (IOB) in Vadodara District , Gujarat. It was a Bank  based cross-sectional study conducted customer attending banking services  at Indian overseas Bank (IOB) in Vadodara gujarat. 160 customer  interviewed by a semi structured questionnaire. Results : Out of 160  customer  majority were of age group 21-25 years.The present study conducted a literature search on banking services of IOB interviewing of its 160 customers and thoroughly scrutinized how it caters to the banking needs of the inhabitants of IOB in Vadodara District Gujarat . The study also focused on various factors that determine the customers’ satisfaction like employees’ behaviour, banking services, facility and other value added services. Analysis was made by using various tools like percentage Analysis. The result shows that there is no association between type of gender and level of significant (p>0.05), while there is a significant association between Educational level and type of occupation(p<0.05).


Keywords


customer satisfaction, banking services

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