Customer satisfaction in new generation banks a case study of times bank

Abstract

The study entitled “CUSTOMER SATISFACTION IN BANKS – A CASE STUDY OF TIMES BANK” was undertaken with objective of assessing the extend of customer satisfaction in Times bank with respect to selected parameters.

A percentage analysis of the primary data was done based on customer responses to various components of service delivery system of Times bank. To examine the extend of customer satisfaction, customer satisfaction index was calculated.

The findings of the study revealed that the customers of the bank were highly satisfied (CSI index 80). But shortfalls in services of the bank were identified with respect to certain parameters. It is suggested that the bank should take effective steps to rectify those short falls and to take more efforts to satisfy its clientele, in order to survive healthy in the ever changing banking arena.