SATISFACTION LEVELS OF BANK OF BARODA CUSTOMERS TOWARDS UTILIZATION OF SERVICES

Abstract

The purpose of this study was to evaluate the quality of customer service provided by Bank of Baroda in Hyderabad. There is intense competition in consumer marketing companies and banks are not an exception. It is critical for service companies in general, and banks in particular, to focus on and effectively meet the needs of their customers. Customer satisfaction is a marketing term that refers to how well a company's products and services meet or exceed customer expectations. "The number of customers or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals" is how customer satisfaction is defined.To measure the present Customer satisfaction level among the customers of the Bank of Baroda based on their region, the statistical tool chi square test was used. This study as well focuses on the three services of banks i.e., ATM services, mobile banking and internet bankingto their customer satisfaction. This study is restricted to Hyderabad city only. The set of questionnaires were prepared and distributed to customers of the banks with Customer satisfaction levels with key determinants. The results of this analysis show that banks do indeed provide good services to their customers, and that they are satisfied with them. There are a few more service parameters that banks must follow in order to keep their customers.