“A STUDY ON CUSTOMER SATISFACTION, ON THE

SERVICE PROVIDED BY SBI BANKS IN THRISSUR

DISTRICT DURING COVID 19 PANDEMIC”

Project Report submitted to

UNIVERSITY OF CALICUT

In partial fulfillment of the requirement for the award of the degree of

BACHELOR OF COMMERCE

Submitted by

MARIYA GRACE
(CCASBCM095)

Under the supervision of

Prof. P.G THOMAS

DEPARTMENT OF COMMERCE

CHRIST COLLEGE(AUTONOMOUS), IRINJALAKUDA

MARCH 2021

1
 CHRIST COLLEGE(AUTONOMOUS), IRINJALAKUDA

CALICUT UNIVERSITY

DEPARTMENT OF COMMERCE
CERTIFICATE

This is to certify that the project report entitled “A STUDY ON CUSTOMER

SATISFACTION, ON THE SERVICE PROVIDED BY SBI BANKS IN
THRISSUR DISTRICT DURING COVID 19 PANDEMIC” is a bonafide record
of project done by MARIYA GRACE, Reg. No.CCASBCM095, under my guidance
and supervision in partial fulfillment of the requirement for the award of the degree of
BACHELOR OF COMMERCE and it has not previously formed the basis for any
Degree, Diploma and Associateship or Fellowship.

Prof. K.J.JOSEPH Prof. P.G THOMAS

Co-ordinator Project Guide

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 DECLARATION

I, MARIYA GRACE, hereby declare that the project work entitled “A STUDY ON
CUSTOMER SATISFACTION ON SERVICE PROVIDED BY SBI BANKS IN
THRISSUR DISTRICT DURING COVID 19 PANDEMIC” is a record of
independent andbonafide project work carried out by me under the supervision and
guidance of Mr. P.G THOMAS,Professor, Department of Commerce, Christ College,
Irinjalakuda.

The information and data given in the report is authentic to the best of my
knowledge. The report has not been previously submitted for the award of any
Degree, Diploma, Associateship or other similar title of any other university or
institute.

Place: Irinjalakuda Mariya Grace

Date: CCASBCM095

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 ACKNOWLEDGEMENT

I would like to take the opportunity to express my sincere gratitude to all

people who have helped me with sound advice and able guidance.

Above all, I express my eternal gratitude to the Lord Almighty under whose
divine guidance; I have been able to complete this work successfully.

I would like to express my sincere obligation to Rev.Dr. Jolly Andrews,

Principal-in-Charge, Christ college Irinjalakuda for providing various facilities.

I am thankful to Prof. K.J.Joseph, Co-ordinator of B.Com (Finance), for

providing proper help and encouragement in the preparation of this report.

I am thankful to Mr. Lipin Raj K, Class teacher for his cordial support,
valuable information and guidance, which helped me in completing this task
through various stages.

I express my sincere gratitude to Mr P.G Thomas, Professor, whose guidance

and support throughout the training period helped me to complete this work
successfully.

I would like to express my gratitude to all the faculties of the Department for
their interest and cooperation in this regard.

I extend my hearty gratitude to the librarian and other library staffs of my

college for their wholehearted cooperation.

I express my sincere thanks to my friends and family for their support in

completing this report successfully.

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 TABLE OF CONTENTS

SL NO: CONTENTS PAGE NO:

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION 9-11

CHAPTER 2 REVIEW OF LITERATURE 13-16

CHAPTER 3 THEORETICAL FRAMEWORK 18-25

CHAPTER 4 DATA ANALYSIS AND 27-42

INTERPRETATION

CHAPTER 5 FINDINGS, SUGGESTIONS & 44-47

CONCLUSION

BIBLIOGRAPHY

APPENDIX

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 LIST OF TABLES
TABLE TITLE PAGE
NO: NO:

4.1 Classification of respondents based on gender 28

4.2 Classification on the basis of satisfaction of 29
customers based on the sanitizers provided.
4.3 Classification on the basis of the customer satisfaction 30
with the social distancing followed.
4.4 Classification on the basis of customer satisfaction on the 31
limited number of customers entered at a time.
4.5 Classification on the basis of the customer satisfaction on 32
the employees ensured that the mask rule was followed
by the customers.
4.6 Classification on the basis of satisfaction of customers on 33
the employee‟s willingness to hear the customers point of
view.
4.7 Classification on the basis of customer satisfaction on the 34
bank opening limited branches as per the protocol.
4.8 Classification on the basis of customer satisfaction on the 35
banks effort in urging people to use cheque drop boxes.
4.9 Classification on the basis of the customer satisfaction on 36
the easy and quick service provided by the bank.
4.10 Classification on the basis of customer satisfaction on the 37
suggestion boxes given by the bank authorities.
4.11 Classification on the basis of customer satisfaction on the 38
reliability and safety of transactions.
4.12 Classification on the basis of customer satisfaction on the 39
digital service linked advantages.
4.2.2 Correlation between satisfaction and safety 40
4.2.3 Correlation between satisfaction and services 41

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 LIST OF FIGURES

FIGURE TITLE PAGE

NO: NO:

4.1 Chart showing classification on gender 28

4.2 Chart showing classification on customer satisfaction based 29

on sanitizer facility
4.3 Chart showing classification on the basis of customer 30
satisfaction on social distancing followed
4.4 Chart showing classification on the basis of customer 31
satisfaction on the limited number of customers entered into
the bank
4.5 Chart showing classification on the basis of customer 32
satisfaction on the employees concern on whether customers
wore mask
4.6 Chart showing classification on the basis of customer 33
satisfaction on the employee‟s willingness to hear the
opinions of customers.
4.7 Chart showing classification on the basis of customer 34
satisfaction on the limited number of branches opened as per
the protocol
4.8 Chart showing classification on the basis of customer 35
satisfaction on cheque drop boxes provided to avoid crowding
4.9 Chart showing classification on the basis of customer 36
satisfaction on the easy and quick services provided by the
bank
4.10 Chart showing classification on the basis of customer 37
satisfaction on suggestion boxes made available
4.11 Chart showing classification on the basis of customer 38
satisfaction on reliable and safe services provided
4.12 Chart showing classification on the basis of customer 39
satisfaction on the digital service linked advantage

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 CHAPTER 1
INTRODUCTION

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1.1 INTRODUCTION

High quality banks are the cornerstone of a successful banking system. Banking
Companies Act 1949 defines banking as “Banking means accepting for the purpose of
lending or investment of deposits of money from the public repayable on demand or
otherwise and withdrawals by cheque draft or otherwise”. Customers are the largest
capital resource of a banking system. Attracting and retaining customers are the
primary necessity for a banking system. In the field of banking customers satisfaction
has become a prime motive to make banking a dynamic and efficient one. It is very
important to provide customers with the utmost facilities so that they are satisfied
with the performance of the banks.

Banks play a major role in the growth of the economy by providing services.
Customer‟s satisfaction is essential for the future growth of both the bank and the
country‟s economic growth also. As the spread of COVID 19 proliferates alternatively
to in person banking and physical exchange are looking more and more attractive. The
WHO has advised people to use contactless payment and avoid handling banknotes as
much as possible. Government agencies and banks are anticipating this shift towards
digital banking and taking relevant measures. Current official recommendation from
the center for disease control and prevention advise individuals to stay 6 feet away
from the visible sick people. This may be difficult in physical branches. Customers no
longer have to pay a potentially stress inducing visit to physical branch to complete
any number of transactions.

The study was conducted on 60 SBI customers in Trissur district to understand the
satisfaction they have on the banking services provided during the COVID 19
pandemic. Statistical tools like pie chart, bar graph and correlation tests were used to
analyze the collected data.

1.2 STATEMENT OF THE PROBLEM

The title of the research is a “Study of customer satisfaction on SBI banks during the
corona pandemic”. This indicates that how far the customers of SBI are satisfied with
the service provided by their bank during this COVID 19 situation. Customer
satisfaction is the combination of psychological and environmental circumstances that
9
cause a person to truthfully say “I am satisfied with the service provided by SBI
bank”. This study is aimed in measuring the customer satisfaction level of the SBI
bank customers in Thrissur district. For this purpose primary data is collected through
questionnaires.

1.3 SCOPE AND SIGNIFICANCE

The scope of this research is the customer satisfaction on SBI banks during the
corona pandemic. This study is very helpful and useful in getting a clear picture
about the satisfaction level of customers, for identifying the real image of
banks, for knowing customer expectation from the banks and so on.

1.4 OBJECTIVES OF THE STUDY

1. To find out the customer relationship with the SBI bank

2. To know about the customer satisfaction on the services provided by the SBI
bank especially during the corona pandemic

3. To study the relation between customer satisfaction and safety measures

provided by the bank.

1.5 RESEARCH METHODOLOGY

The present study is descriptive in nature. The study examines the satisfaction
of customers on SBI bank on this present corona situation, the advanced
measures taken by the bank for providing services in this particular situation.
This study uses primary data and secondary data has also been used.

1.6 SAMPLE DESIGN

1.6.1 POPULATION

The study is conducted on satisfaction of customers on SBI bank

during this COVID 19 situation in Thrissur district.

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1.6.2 SAMPLE FRAME
To study the whole population and in order to arrive at conclusion would be
impractical, since it is not practical to include all customers of SBI in Thrissur
district in the area of data collection. It was considered to draw the samples.
The sampling method is used in this study is random sampling method.

1.6.3 SAMPLE SIZE

There is a need of at least 50 samples to perform factor analysis . Therefore 60
respondents were selected to constitute the sample size for the study.

1.7 TOOLS FOR ANALYSIS

A questionnaire was designed for the purpose of achieving the research

objectives. In order to analyze the impact of customer satisfaction on SBI bank
during this COVID 19 situation in Thrissur district the statistical tool used for
analysis of primary data under descriptive analysis is percentage analysis
method such as bar diagram and pie-chart and correlation method.

1.8 LIMITATIONS OF THE STUDY

1.8.1 The study is confined to 60 samples only.
1.8.2 The study is confined to the selected customers of SBI bank in Thrissur
district.

1.9 CHAPTERISATION

Chapter 1- Introduction

Chapter 2- Empirical Review of literature

Chapter 3- Theoretical framework

Chapter 4- Data analysis and interpretation

Chapter 5 Findings, suggestions and conclusions

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 CHAPTER 2
REVIEW OF LITERATURE

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2.1 INTRODUCTION

A literature review discusses published information in a particular subject area, and

sometimes information in a particular subject area within a certain time period. A
literature review can be just a simple summary of the source, but is usually as an
organizational pattern and combines both summary and synthesis. It helps in
clarifying and defining the problem, stating the objectives, formulating hypothesis,
selecting an appropriate design and methodology of research as well as interpreting
the result in the light of research work already undertaken in the previous studies. In
this chapter an endeavour has been made to provide and present an overview of
various aspects of this study through the review of existing literature. The sources
referred include journals, books, working papers, report related to human resources
etc.

Empirical research is published in books and in scholarly, peer-reviewed journals.

However, most library database does not offer straight forward ways to locate
empirical research.

2.2 EMPIRICAL LITERATURE REVIEW

2.2.1. Dr. M.Kumarswami ,Jayprasad D.(2014),The study was based on Customer

Relationship Management in Kaveri Grameena Bank, The respondents have shown
unfavourable views with respect to banking experience, transaction accuracy and
promptness. However, customers share positive views concerning bank
trustworthiness and accuracy of banking solutions. Therefore, it can be argued that
customers trust their bank. Indeed, trust is seen as a critical construct in a range of
discipline areas including CRM. Further, within the realm of relationship marketing,
trust has been recognized as an important variable for the success of relationships in
the banking sector.

2.2.2 . N.Satghiya ,(2013),A study on customer relationship management practises

(with reference to Salem district ,In the study The total number of Public Sector
Banks, 5 Private Sector Banks, in the Salem district has been taken into consideration
to decide about the number of banks for the purpose of study in each category. 2. By

13
the above process totally 22 banks were chosen for the purpose of study. From each of
the 22 banks 25 customers were selected as respondents. 3. The branches situated in
the North, South and Central part of the Salem district were covered for the purpose
of study. The findings say that the customers of banking industries strongly believed
that advertisements, reports, communication, guidance, may I help you counter,
information pamphlets and ombudsman committee role to achieve the customer
satisfaction. The customer staff relationships in CRM depend upon employee‟s
personal touch with their customers and employee‟s performance.

2.2.3. Uppal R K and Poonam Rani (2012), in their study titled Customer Perception
towards Better Banking Services in India- An Empirical Study, analyzed customer
perception about CRM, reliability, accuracy, security and transparency among the
customers of public sector banks, Indian private sector banks and foreign banks in
Amritsar, Punjab. They have found that most of the customers are satisfied with
banking services and that customer satisfaction can be improved by ensuring more
speed in rendering transactions and giving prompt services.

2.2.4. Jaspal Singh and Gagandeep Kaur(2009) in “Determinants of Customer

Satisfaction: An Empirical Study of Select Indian (Universal) Banks” in which they
investigate the determinants of customer satisfaction of Indian(Universal) banks. Data
was collected from a sample of 180 respondents using convenience sampling
technique. Factor analysis results reveals that responsiveness, tangibles, services
innovation, reliability and accessibility, assurance, pricing and other facilities,
problem solving capability and convenient working hours are the main determinants
of customer satisfaction .Their result shows that customer satisfaction is influenced by
nine factors, namely, Responsiveness, tangibles like appearance of a bank‟s physical
facilities‟ , equipment 6 and employees, Reliability and accessibility, assurance,
pricing and other facilities, problem solving capability and convenient working hours
of bank.

2.2.5. Pooja Mengi (2008) in “Customer satisfaction with service quality-An

empirical study of public and private sector banks” The study compares customers‟
perceptions of service quality of public and private banks of Jammu. The service

14
quality of both the banks has been measured using SERVQUAL (service quality)
scale. It was found that customers of public sector banks are more satisfied with the
service quality, than those of private sector banks. The results of the study indicate
that tangibility and reliability provides Maximum satisfaction to customers of private
as well as public sector banks. Superior SERVQUAL performance will ensure
maximum customer satisfaction and also help in attaining customer‟s loyalty.
Improved customer satisfaction through SERVQUAL would result in a positive word-
of-mouth and consequently better customer acquisition and retention.

2.2.6. Baldinger and Rubinson (1996)2 in their article, perceived that customer loyalty
was concerned with the likelihood of a customer returning, making business referrals,
providing strong word-of-mouth references and publicity. Loyal customers were less
likely to switch to a competitor due to price inducement, and these customers made
more purchases compared to less loyal customers. However, customers who were
retained may not always be satisfied and satisfied customers may not always be
retained. Customers may be loyal due to high switching barriers or the lack of real
alternatives; customers may also be loyal because they were satisfied, thus wishing to
continue with the relationship.

2.2.7. Lester W. Johnson and Sean Leonard (2005)58 in their article narrated that the
concept of customer value had its roots in the quality movement, work done in the
area of developing customer focused organizations, and in the marketing concept of
market orientation. This had seen many companies which had moved away from a
production orientation and from the 1980s fascination with mergers and acquisitions
aimed to deliver market share, concepts based on relationship marketing, customer
loyalty and retention, brand equity, and customer equity. The shift had fundamentally
been a move from product focus to customer focus and a related shift from product
quality to service quality. While the research still followed different lines, there were
useful lessons to be learned in areas where there was strong agreement. This thesis
had discussed what the past decade had taught us about that shift.

2.2.8. Zeithaml and Bitner (1996)5 in their article, suggested that a customer
relationship with a company was strengthened when that customer made a favorable

15
assessment about the company‟s service quality and weakened when a customer made
negative assessment about the company‟s service quality.

2.2.9. Kandampully, (1998)9 in his article, focused that the customers at the time of
service delivery interact closely with the service providers and got an inside
knowledge of the service organization. This knowledge gave them an opportunity to
critically assess the services provided and the service provider. Thus service quality
plays an important role in adding value to the overall service experience. Also
customers seek organizations that were service loyal i.e. aim to provide consistent and
superior quality of service for present and long term and organizations aiming for this
are bound to get customers' loyalty.

2.2.10. Clinton O. Longenecker, Joseph A. Scazzero, (2000)16 in their article,

indicated that a successful facility exhibited greater attention to the human aspects of
the quality process than the unsuccessful facility. For example, a greater degree of
management support for TQM, communication and teamwork between managers and
workers, effective corrective action procedures and follow-up of quality problems.
While this study was limited in scope to two operations within the same organization,
lessons for the successful implementation of service quality could be drawn from this
case study.

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 CHAPTER 3
THEORETICAL FRAMEWORK

17
3.1 INTRODUCTION

Theories are formulated to explain, predict and understand phenomena and in

many cases to challenge and extend existing knowledge within the limits of
critical bounding assumption. The theoretical frame work is the structure that
can hold or support a theory of a research study. The theoretical framework
introduces and describes the theory that explains why the research problems
under study exist. A theoretical frame work consists of concepts and, together
with their definitions and reference to relevant scholarly literature, existing
theory that is used for your particular study. The theoretical framework must
demonstrate an understanding of theories and concepts that are relevant to the
topic of your research paper and that relate to the broader areas of knowledge
being considered.

3.2 THEORETICAL FRAMEWORK

In sales, commerce and economics, a customer (sometimes known as a client, buyer,
or purchaser) is the recipient of a good, service, product or an idea - obtained from
a seller, vendor, or supplier via a financial transaction or exchange for money or some
other valuable consideration.

Clients who habitually return to a seller develop customs that allow for regular,
sustained commerce that allows the seller to develop statistical models to
optimize production processes (which change the nature or form of goods or services)
and supply chains (which changes the location or formalizes the changes of ownership
or entitlement transactions).

Customers are important because they drive revenues; without them, businesses
cannot continue to exist. All businesses compete with other companies to attract
customers, either by aggressively advertising their products, by lowering prices to
expand their customer bases or developing unique products.
Customers play a significant role in any business. To understand customer
behavior and to better allocate resources to different customers to generate the highest

18
profit, it is necessary to be able to identify and segment different types of customers.
By better understanding the different types of customers, businesses can be better
equipped to develop successful strategies.

3.1 Five Main Types of Customers

In the retail industry, customers can be segmented into five main types:

3.1.1. Loyal customers: Customers that make up a minority of the customer base but
generate a large portion of sales

Loyal customers are the most important segment to appease and should be top-of-
mind for any company. These types of customers generally represent no more than
20% of a company‟s customer base but contribute the majority of sales revenue.
Loyal customers, as the name implies, are loyal and value a product heavily.

In addition, loyal customers are likely to recommend the company‟s products to other
people. Therefore, it is important to solicit their input and feedback and involve them
in a company‟s decision-making process. Heavy emphasis should be placed on loyal
customers if a company wants to grow.

3.1.2. Impulse customers: Customers that do not have a specific product in mind and
purchase goods when it seems good at the time. Impulse customers are the best
customers to upsell to and are the second most attractive segment (after loyal
customers) to focus on. Impulse customers do not have a specific shopping list in
mind and purchase products spontaneously. In addition, impulse customers are
typically receptive to recommendations on products.

Impulse customers are second to loyal customers in the generation of sales revenue.
Keeping these customers in the loop on new product offerings goes a long way in
improving a company‟s profitability.

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3.1.3. Discount customers: Customers that shop frequently but base buying
decisions primarily on markdowns. Discount customers play an important role in
turning over a company‟s inventory. Therefore, discount customers are a key
contributor to a company‟s cash flow. This type of customer seldom purchases
products at full price and shops around for the best markdowns.

Discount customers are resilient to upselling, are usually the least loyal segment of
customers, and generally move on when better markdowns are available elsewhere.

3.1.4. Need-based customers: Customers with the intention of buying a specific

product. Need-based customers are driven by a specific need. In other words, they
enter the store quickly, purchase what they need, and leave. These customers buy for
a specific need or occasion and are hard to upsell. It is important to note that need-
based customers can be easily drawn to other businesses.

Therefore, it is important to initiate positive personal interaction with this customer

segment in order to retain them. Converting need-based customers to loyal customers
is attainable with proper positive personal interactions.

3.1.5. Wandering customers: Customers that are not sure of what they want to buy.
Wandering customers draw the largest amount of traffic to the company while making
up the smallest percentage of sales revenue. They have no specific need or desire in
mind and are attracted by the location of the business more than anything else. These
customers enjoy the social interaction of the shopping experience.

Therefore, spending too much time trying to appease this segment can draw away
from the more profitable segments. Although this segment generates the least amount
of sales revenue, providing insightful information about products to these customers
can stimulate interest and ultimately result in a purchase.

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Satisfaction means a pleasant feeling that you get when you receive something
you wanted, or when you have done something you wanted to do.

Customer satisfaction means a measurement that determines how happy customers are
with a company‟s products, services, and capabilities. Customer satisfaction
information, including surveys and ratings, can help a company determine how to best
improve or changes its products and services.

3.2. DEFINITIONS OF CUSTOMER SATISFACTION

3.2.1. Paul Farris- defines customer satisfaction as „the number of customers, or
percentage of total customers, whose reported experience with a firm, its products, or
its services exceeds specified satisfaction goals‟.

3.2.2. Philip Kotler defines customer satisfaction as a „person‟s feeling of pleasure or

disappointment, which resulted from comparing a product‟s perceived performance or
outcome against his/her expectations‟.

3.2.3. While Rai agrees that customer satisfaction depends on perceived performance
and expectations, he lays down a more detailed customer satisfaction formula:

Customer satisfaction = Customer perception of the service received – Customer

expectation from the service.

3.3. FACTORS INFLUENCING CUSTOMER SATISFACTION

3.3.1. ACCESSIBILITY

You need to ensure that customers are able to find and access your products and
services efficiently, without barriers and friction, on their preferred channel.

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Also, make sure that they can reach your company and obtain good service whenever
they have a question or need assistance to make a purchase decision.

3.3.2 NAVIGATION

Navigating and browsing your store should be a straightforward and simple process.
This includes providing users who know what they want with an effective keyword
search or filters but also integrating solutions that guide unsure shoppers to help them
identify suitable products quickly.

A website that‟s difficult to navigate will only lead to customer frustration and a loss
of potential customers.

3.3.3. LANGUAGE

Speaking to your customers in their preferred language is pivotal for your business.
More than 50% of consumers won‟t make a purchase if information about a product
isn‟t available in their language.

However, language doesn‟t only apply to language in terms of geographical

demographics but also how certain phrases or terms resonate with your audience and
reflect back on your business. Use user-friendly language and avoid industry specific
jargon that could cause confusion and rob you of an opportunity to connect on a
personal level.
Without great communication, there can be no great customer experience.

3.3.4. MEMORY

According to Harvard Business Review, customers become frustrated if they have to

repeat themselves. Consumers feel comfortable switching from one channel to
another and expect their information and data to follow them along. They don‟t want
to be asked for the same details over and over again, regardless of the channel or
department, they‟re interacting with.
Memory also means remembering your customer‟s needs and wants to avoid trying to
sell products to customers, which they already have or clearly have no interest in.
22
3.3.5 PERSONALISED

It‟s kind of ironic that shoppers want personalized experiences in a sphere in which so
many business and personal interactions can be anonymous.

By personalizing the experience and sharing the right content, at the right time with
the right people, you can make interactions faster, easier and more efficient for your
customers.

This results in increased customer satisfaction and the likelihood of repeat visits.

3.3.6 REAL-TIME

If you want to capture the attention of your audience, think about how you can take
advantage of real-time experiences. It‟s about showing up when your customers need
you. Real-time interactions are becoming increasingly important to the modern
consumer. They expect real-time responses and faster resolutions.

For instance, “instant chat” and Chabot‟s have emerged as a highly popular marketing
solution for companies that want to provide their customers immediate access to
information and show the more human and authentic side of their business.

3.3.7 CONVENIENCE

Convenience is an essential element of a positive customer experience. It influences

how customers make decisions about what to buy, what services to use, where to go,
and with whom to engage. If the perceived convenience is low, your customer will see
interacting with you as work. If they struggle to do business with you during any of
the areas above, then they‟re more likely to go elsewhere.

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3.4 ADVANTAGES OF CUSTOMER SATISFACTION

3.4.1 REPEAT CUSTOMERS

Satisfied customers are likely to purchase from you again. One easy way of knowing
this is through customer satisfaction surveys. Ask them to rate their satisfaction levels
on a scale of 1 to 10 and see who will be happy to purchase from you in the future.
Customers that rated you 7 or more are satisfied and are likely to engage with your
business again. A score of 6 or below is cause for concern; these customers are
unhappy with you and are a huge attrition risk.

Customers that rated 9 or 10 are your biggest advocates and most loyal customers.
You may use them to promote your brand and improve your CSAT scores.

3.4.2 COMPETITION DIFFERENTIATER

Customer satisfaction is the key to making or breaking brands. In this competitive

world of a huge number of brands, customer satisfaction has to be focal to your
customer strategy. No amount of marketing campaigns and promotions will help you
if your customers are not satisfied. Brands that have low levels of customer
satisfaction are likely to perish in the future. Brands that have advocates are far likely
to do better than brands that do not. You will have brand advocates when you have
satisfied customers. So, as you see, it all begins and ends with customer satisfaction.

3.4.3 CUSTOMER LOYALTY

When your customers are satisfied, they believe in the brand and become loyal.
These loyal customers give brands repeat business and form a major part of the
revenue. Losing customers takes a huge toll on your business revenue and
customer churn numbers. Adobe‟s report said loyal customers spent 67% more
than new ones via repeat orders, upsells, etc. Add to this the positive word of
mouth to friends and family from your loyal customers, and it really starts to
add up. Satisfied existing customers feel they can promote the brand to their
loved ones for the great experiences they‟ve had.

24
3.4.4 SUPPORT PILLARS

Satisfied customers are more likely to stand by in times of crisis; they care for
the brand and want to see it thrive. This has been observed in many cases for
big brands such as McDonald‟s, when there rumors of caterpillars in their
foods. They trust the brand and are understanding of any shortcomings or crisis
that may befall them.

3.4.5 SALES REVENUE

Brands focussing on customer satisfaction actively have healthy sales revenue.

They do not lose old customers and have a steady revenue stream from repeat
business. Customer satisfaction and increased revenue are directly correlated.
Satisfied customers stay loyal to your brand, interact with it, and make
recommendations to their colleagues, friends, and family. Run online customer
surveys to note which areas are impacting customer satisfaction negatively and
need improvement. This will help improve customer satisfaction and reduce
customer churn.

3.5 CUSTOMER SATISFACTION ON BANKS

Banking is a customer oriented service industry and customer satisfaction has

become the most important aspect of any banking business due to immense
competition. Banks are more determined to retain their existing customers by
providing quality services leading to Customer satisfaction.

25
 CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION

26
4.1 INTODUCTION
Data analysis is the process used to inspect, clean, transform and remodel
data with a view to reach conclusion for a given situation. It is a process for
obtaining raw data and converting it into information useful for decision
making by users. In this study, data is analysed with the help of descriptive
statistical tool. Here percentage analysis is selected from descriptive statistical
tool.

4.1.1 DESCRIPTIVE STATISTICAL ANALYSIS

Descriptive statistical tools are those tools in which these are used to describe
the characteristics of a single variable, like its frequency, percentage etc.

27
 Table 4.1
Classification of respondents based on gender
Gender No. of persons Percentage

Male 25 41.66%

Female 35 58.34%

Total 60 100%

Table 4.1 Reveals classification of respondents on the basis of gender.

Among 60 samples 41.66% are male and 58.34% are female respondents.
 Source: survey data

Fig 4.1

Classification on Gender

Male
Female

28
 Table 4.2
Classification on the basis of satisfaction of customers based on the sanitizers
provided.
BASIS NUMBER PERCENTAGE

Strongly Agree 16 26.67%

Agree 34 56.67%

Neutral 7 11.66%

Disagree 3 5%

Strongly Disagree 0 0%

Total 60 100%

Table 4.2 reveals the result that the customers are satisfied for the sanitizer
facility provided. 26.67% strongly agree, 56.67% agree, 11.66% neutral, 5%
disagree and 0% strongly disagree.
 Source: survey data

Fig 4.2

Classification on the basis of customer

satisfaction on sanitizer facility
60.00%

50.00%

40.00%

30.00% Classification on the basis of

customer satisfaction on
20.00% sanitizer facility
10.00%

0.00%
strongly agree neutral disagree strongly
agree disagree

29
 Table 4.3
Classification on the basis of the customer satisfaction with the social
distancing followed.
BASIS NUMBER PERCENTAGE

Strongly Agree 10 16.67%

Agree 35 58.33%

Neutral 10 16.67%

Disagree 5 8.33%

Strongly Disagree 0 0%

Total 60 100%

Table 4.3 reveals the result on customer satisafaction on social distancing

folloed . 16.67% strongly agree , 58.33% agree ,16.67% neutral, 8.33%
disagree, 0% strongly disagree.
 Source: survey data

Fig 4.3

Customer satisfaction on the social

distancing followed
70.00%
60.00%
50.00%
40.00%
30.00% Customer satisfaction on the
social distancing followed
20.00%
10.00%
0.00%
strongly agree neutral disagree strongly
agree disagree

30
 Table 4.4
Classification on the basis of customer satisfaction on the limited number of
customers entered at a time.
BASIS NUMBER PERCENTAGE

Strongly Agree 8 13.33%

Agree 42 70%

Neutral 9 15%

Disagree 1 1.67%

Strongly Disagree 0 0%

Total 60 100%

Table 4.4 reveals the result of customer satisfaction on the limited number of
customers entered into the bank. 13.33% strongly agree, 70% agree, 15%
neutral, 1.67% disagree,0% strongly disagree.
 Source: survey data

Fig 4.4

Customer satisfaction on the limited

customers enterd into the bank
80.00%
70.00%
60.00%
50.00%
40.00% Customer satisfaction on the
30.00% limited customers enterd
into the bank
20.00%
10.00%
0.00%
strongly agree neutral disagree strongly
agree disagree

31
 Table 4.5
Classification on the basis of the customer satisfaction on the employees
ensured that the mask rule was followed by the customers.
BASIS NUMBER PERCENTAGE

Strongly Agree 20 33.33%

Agree 33 55%

Neutral 7 11.67%

Disagree 0 0%

Strongly Disagree 0 0%

Total 60 100%

Table 4.5 reveals the result of customer satisfaction on the employees concern
whether customers wore mask. 33.33% strongly agree, 55% agree, 11.67%
neutral , 0% disagree , 0% strongly disagree.
 Source: survey data

Fig 4.5

Customer satisfaction on the employees

concern on whether customers wore
mask
50.00%

40.00%

30.00%
Customer satisfaction on the
20.00% employees concern on
whether customers wore
10.00% mask

0.00%
strongly agree neutral disagree strongly
agree disagree

32
 Table 4.6
Classification on the basis of satisfaction of customers on the employees
willingness to hear the customers point of view.
BASIS NUMBER PERCENTAGE

Strongly Agree 11 18.33%

Agree 25 41.67%

Neutral 19 31.67%

Disagree 5 8.33%

Strongly Disagree 0 0%

Total 60 100%

Table 4.6 reveals the result on customer satisfaction on the employees

willingness to listen to the customers suggestions. 18.33% strongly agree,
41.67% agree, 31.67% neutral, 8.33% disagree, 0% strongly disagree.
 Source: survey data

Fig 4.6

Customer satisfaction on the employees

willingess to hear the issues of customer
45.00%
40.00%
35.00%
30.00%
25.00%
Customer satisfaction on the
20.00%
employees willingess to
15.00% hear the issues of customer
10.00%
5.00%
0.00%
strongly agree neutral disagree strongly
agree disagree

33
 Table 4.7
Classification on the basis of customer satisfaction on the bank opening limited
branches as per the protocol.
BASIS NUMBER PERCENTAGE

Strongly Agree 7 11.66%

Agree 24 40%

Neutral 22 36.67%

Disagree 7 11.67%

Strongly Disagree 0 0%

Total 60 100%

Table 4.7 reveals the result of customer satisfaction on the limited number of
branches opened as per the protocol.11.67% strongly agree, 40% agree,36.67%
neutral, 11.67% disagree, 0% strongly disagree.
 Source: survey data

Fig 4.7

Customer satisfaction on the the limited

number of branches opened as per the
protocol
50.00%

40.00%

30.00%
Customer satisfaction on the
20.00% the limited number of
branches opened as per the
10.00% protocol

0.00%
strongly agree neutral disagree strongly
agree disagree

34
 Table 4.8
Classification on the basis of customer satisfaction on the banks effort in urging
people to use cheque drop boxes.
BASIS NUMBER PERCENTAGE

Strongly Agree 32 53.33%

Agree 20 33.33%

Neutral 7 11.67%

Disagree 1 1.67%

Strongly Disagree 0 0%

Total 60 100%

Table 4.8 reveals the result on customer satisfaction on the effort of bank in
urging people to use chque drop boxes to avoid crowding.53.33% strongly
agree, 33.33% agree, 11.67% neutral, 1.67% disagree,0% strongly disagree.
 Source: survey data

Fig 4.8

Customer satisfaction on the cheque

drop boxes made available to avoid
crowding
60.00%
50.00%
40.00%
30.00% Customer satisfaction on the
20.00% cheque drop boxes made
available to avoid crowding
10.00%
0.00%
strongly agree neutral disagree strongly
agree disagree

35
 Table 4.9
Classification on the basis of the customer satisfaction on the easy and quick
service provided by the bank.
BASIS NUMBER PERCENTAGE

Strongly Agree 15 25%

Agree 39 65%

Neutral 6 10%

Disagree 0 0%

Strongly Disagree 0 0%

Total 60 100%

Table 4.9 reveals the result on customer satisfaction on the quick ans easy
service provided by the bank. 25% Strongly agree, 65% agree,10% neutral,0%
disagree,0% strongly disagree.
 Source: survey data

Fig 4.9

Customer satisfaction on the easy and

quick services provided by the bank
70%
60%
50%
40%
Customer satisfaction on the
30% easy and quick services
20% provided by the bank
10%
0%
strongly agree neutral disagree strongly
agree disagree

36
 Table 4.10
Classification on the basis of customer satisfaction on the suggestion boxes
given by the bank authorities.
BASIS NUMBER PERCENTAGE

Strongly Agree 7 11.67%

Agree 25 41.66%

Neutral 25 41.67%

Disagree 3 5%

Strongly Disagree 0 0%

Total 60 100%

Table 4.10 reveals the result of customer satisfaction on the suggestion boxes
provided in order to give their opinions.11.67% strongly agree, 41.66%
agree,41.67% neutral, 5% disagree, 0% strongly disagree.
 Source: survey data

Fig 4.10

Customer satisfaction on the suggestion

boxes made available
45.00%
40.00%
35.00%
30.00%
25.00%
Customer satisfaction on the
20.00%
suggestion boxes made
15.00% available
10.00%
5.00%
0.00%
strongly agree neutral disagree strongly
agree disagree

37
 Table 4.11
Classification on the basis of customer satisfaction on the reliability and safety
of transactions.
BASIS NUMBER PERCENTAGE

Strongly Agree 15 25%

Agree 35 58.33%

Neutral 10 16.67%

Disagree 0 0%

Strongly Disagree 0 0%

Total 60 100

Table 4.11 reveals the result of customer satisfaction on the reliability and
safety of transaction. 25% strongly agree, 58.33% agree, 16.67% neutral,0%
disagree,0% strongly disagree.
 Source: survey data

Fig 4.11

Customer satisfaction on the reliable

and safe transactions provided
70%
60%
50%
40%
Customer satisfaction on the
30% reliable and safe
20% transactions provided
10%
0%
strongly agree neutral disagree strongly
agree disagree

38
 Table 4.12
Classification on the basis of customer satisfaction on the digital service linked
advantages.
BASIS NUMBER PERCENTAGE

Strongly Agree 10 16.67%

Agree 39 65%

Neutral 8 13.33%

Disagree 3 5%

Strongly Disagree 0 0%

Total 60 100%

Table 4.12 reveals the result of customer satisfaction on the advantage of

digital linked services by the banks authorities.16.67% strongly agree,65%
agree, 13.33% neutral, 5% disagree, 0% strongly disagree.
 Source: survey data

Fig 4.12

Customer satisfaction on the digital

service linked advantage
70.00%
60.00%
50.00%
40.00%
Customer satisfaction on the
30.00% digital service linked
20.00% advantage
10.00%
0.00%
strongly agree neutral disagree astrongly
agree disagree

39
4.2 CORRELATION

The correlation is one of the most common and most useful statistics. A
correlation is a single number that describes the degree of relationship between
two variables. According to Simpson and Kalka „correlation analysis deals with
the association between two or more variables.‟ The correlation coefficient is
usually given the symbol r and it ranges from -1 to +1. A correlation coefficient
quite close to 0, but either positive or negative, implies little or no relationship
between the two variables. A correlation coefficient close to plus 1 means a
positive relationship between the two variables, with increases in one of the
variables being associated with increases in the other variable. A correlation
coefficient close to -1 indicates a negative relationship between two variables,
with an increase in one of the variables being associated with a decrease in the
other variable. A correlation coefficient can be produced for ordinal, interval or
ratio level variables, but has little meaning for variables which are measured on
a scale which is no more than nominal.

There can be three such situations to see the relation between the two variables
–

Positive Correlation – when the value of one variable increases with respect to
another.

Negative Correlation – when the value of one variable decreases with respect to
another.

No Correlation – when there is no linear dependence or no relation between the

two variables.

40
  To analyse the relationship between customer satisfaction and safety of
banking services. Table 4.2.2

Satisfaction Safety

Satisfaction:- Pearson‟s
correlation 1 .239

Sig.(2-tailed) .066

N 60 60
Safety:- Pearson‟s 1
correlation .239

Sig. (2 –tailed) .066

N 60 60

 To analyse the relationship between customer satisfaction and bank

services. Table 4.2.3

Satisfaction Services

Satisfaction: Pearson‟s 1 .170

correlation
Sig. (2- tailed) .195
N 60 60

Service:- Pearson‟s .170 1

correlation
Sig.(2- tailed) .195

41
 N 60 60

In first case Variable 1 is “Satisfaction” and Variable 2 is “Safety”.

In second case Variable 1 is “Satisfaction” and Variable 2 is “ Services”.

Here we can see that in both cases they have low positive correlation and it is
very much visible in the graphs above.

42
 CHAPTER 5
FINDINGS, SUGGESTIONS AND,
CONCLUSION

43
5.1 FINDINGS

 Better service is one of the factor that led to the choice of this bank.

 One of the main way adopted by the respondents for bank transactions are
through e-banking facility provided.

 26.67% people are highly satisfied and 56.67% are satisfied with the sanitizer
facility provided by the bank.

 16.67% are highly satisfied and 58.33% are satisfied with the social
distancing followed by the bank.

 13.33% are highly satisfied and 70% are satisfied with the limited customers
allowed in the bank at a time.

 33.33% are highly satisfied and 55% are satisfied with the employee‟s duty
ensuring customers wore mask.

 18.33% are highly satisfied and 41.67% are satisfied with the bank staff‟s
willingness to hear the customers problems.

 11.66% are highly satisfied and 40% are satisfied with the limited branches
being opened during the pandemic.

 53.33% are highly satisfied and 33.33% are satisfied with the cheque drop
facility provided by the bank to avoid crowding.

 16.67% are highly satisfied and 65% are satisfied with the digital linked
services provided by the bank.

 Only 5% are not satisfied with the sanitizer facility provided by the bank.

44
 8.33% are not satisfied with the social distancing followed by the bank.

 Only very few are not satisfied with the service provided by the bank.

 25% are highly satisfied and 65% are satisfied with the easy and fast services
provided by the bank.

 Most of the customers are satisfied with the services provided by SBI bsnk
during this COVID-19 pandemic.

 Bank employees are trying their maximum to provide satisfiying services to

customers during this pandemic.

 Majority of the respondents never found any difficulty while dealing with SBI
bank.

45
5.2 SUGGESTIONS

 Bank staffs can offer an apology on behalf of the bank which helps to handle
the customer‟s in a good manner.

 This s the bank employee‟s responsibility to effectively handle the complaints

if any, so it is necessary to have a positive attitude to the customers.

 Bank staffs must give a genuine interest in helping the customers.

 The bank employees must ask questions and find out the actual problem of the
customers.

 Employees must be willing to hear the problems of customers.

46
5.3 CONCLUSION

Customer satisfaction is very much required for the proper working of a bank.
In any business customer satisfaction is of paramount importance. Proper
services provided by the bank increases the customer satisfaction and thus
increase customer loyalty. It is clear from the study that there is relation
between satisfaction and safety also satisfaction and service provided. So all
together the conclusion that comes is that the customers are satisfied with the
services provided by the bank during the COVID 19 pandemic.

47
BIBLIOGRAPHY

48
BIBLIOGRAPHY
Books:-

 Customer services and satisfaction in banking sector- Nigamanada

Biswas
 Banking Service Qualities and Customer Satisfaction- A
Comparative Study:- Balaji SG
 Customer Satisfaction In Indian Retail Banking :- Pratap Chandhra
Mandal
Journals:-

 Dr. M.Kumarswami ,Jayprasad D.(2014),The study was based on Customer

Relationship Management in Kaveri Grameena Bank
 N.Satghiya ,(2013),A study on customer relationship management practises
(with reference to Salem district
 Uppal R K and Poonam Rani (2012), in their study titled Customer Perception
towards Better Banking Services in India
 Jaspal Singh and Gagandeep Kaur(2009) in “Determinants of Customer
Satisfaction: An Empirical Study of Select Indian (Universal) Banks”
 Pooja Mengi (2008) in “Customer satisfaction with service quality-An
empirical study of public and private sector banks”
 . Baldinger and Rubinson (1996)2 in their article, perceived that customer
loyalty was concerned with the likelihood of a customer returning, making
business referrals, providing strong word-of-mouth references and publicity.
 Lester W. Johnson and Sean Leonard (2005)58 in their article narrated that the
concept of customer value had its roots in the quality movement, work done in
the area of developing customer focused organizations, and in the marketing
concept of market orientation.
Websites:-
 https://en.wikipedia.org/wiki/Customer
 https://www.investopedia.com/terms/c/customer.asp
 https://smartercx.com/7-characteristics-modern-customer/
 https://dictionary.cambridge.org/dictionary/english/satisfaction
 https://asq.org/quality-resources/customer-satisfaction
 https://www.ukessays.com/essays/marketing/factors-influencing-customer-
satisfaction-marketing-essay.php
 https://zoovu.com/blog/customer-satisfaction-factors/

https://www.questionpro.com/blog/importance-and-benefits-of-customer-
satisfaction/

49
APPENDIX

50
A STUDY ON CUSTOMER SATISFACTION ON THE BANKING
SERVICES PROVIDED BY SBI BANKS IN THRISSUR DISTRICT
DURING THE COVID 19 PANDEMIC.

1. Full Name
2. Gender
Female Male
3. Age
4. Customers of SBI are satisfied with the services provided

Strongly agree Agree Neutral Disagree

Strongly disagree

5. Sufficient sanitizers are provided

Strongly agree Agree Neutral Disagree
Strongly disagree

6. Social distancing was ensured by the bank authorities

Strongly agree Agree Neutral Disagree
Strongly disagree

7. Authorities ensured customers wore mask

Strongly agree Agree Neutral Disagree
Strongly disagree

8. Bank employees are using mask during working hours

Strongly agree Agree Neutral Disagree
Strongly disagree

9. As per Covid protocol bank is allowing only limited customers

Strongly agree Agree Neutral Disagree
Strongly disagree

10. Internet banking facility is encouraged by the bank

Strongly agree Agree Neutral Disagree
Strongly disagree

51
11.IBA has asked banks to open only limited branches and SBI is
following it
Strongly agree Agree Neutral Disagree
Strongly disagree

12. Bank is showing empathy to customers while making sound

business during this pandemic
Strongly agree Agree Neutral Disagree
Strongly disagree

13. Bank is urging people to use cheque drop boxes to avoid crowding
Strongly agree Agree Neutral Disagree
Strongly disagree

14. Person to person payment integration emerges as a wild card for

customer satisfaction.
Strongly agree Agree Neutral Disagree
Strongly disagree

15. Banks stopped foreign currency purchases

Strongly agree Agree Neutral Disagree
Strongly disagree

16. Satisfaction is more among customers who have linked to digital

services like NEFT,RTGS
Strongly agree Agree Neutral Disagree
Strongly disagree

17. Interaction between bank and customers is more digital during this
pandemic
Strongly agree Agree Neutral Disagree
Strongly disagree

18. Bank ensures that it provides the four essential services

Strongly agree Agree Neutral Disagree
Strongly disagree

52
19.Bank is providing fast and easy procedure for banking at any time
and any place
Strongly agree Agree Neutral Disagree
Strongly disagree

20.Bank staffs are willing to listen and respond to customer‟s needs

during this pandemic
Strongly agree Agree Neutral Disagree
Strongly disagree

21. Suggestion boxes are provided

Strongly agree Agree Neutral Disagree
Strongly disagree

22. Transactions are reliable and safe

Strongly agree Agree Neutral Disagree
Strongly disagree

23. Bank employees provide friendly and comfortable services

Strongly agree Agree Neutral Disagree
Strongly disagree

53
54
55