PRESENTATION ON

CUSTOMER SATISFACTION TOWARD KCC BANK

Company name = kangra central co-operative bank

Establishment = 1960 Key people =  Jagdish Sapehia(chairman),

Rakhil kahlon (MD) Website = www.kccb.in

COMPANY PROFILE

IntroductionCustomer satisfaction is defined 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. In this training we collect the data from customer . More than 80% of the customers were satisfied with location and condition of the Bank and more than 50% were satisfied with the process of disbursement, but maximum of the customers were dissatisfied with the behavior of the employees, they give suggestions to that the KCC Bank employees should change and improve their behavior towards their customers, from my findings.

RESEARCH METHODOLOGY RESEARCH DESIGN :-The research has been conducted

on the customer of kcc bank.

SAMPLING TECHNIQUE :-Simple random sampling

SAMPLE SIZE :- 50 respondents

METHOD OF COLLECTION SECONDARY DATA:- Collection from the bank

documents and official record

STATISTICAL TOOLS USED FOR ANALYSIS:- Pie chart Percentage method

OBJECTIVES OF STUDY

To find out the number of people preferring KCC Bank.

To find out why people prefer KCC Bank. To find out satisfactory level of customer regarding

services of kcc bank. To analysis the opinion of customer regarding kcc

bank.

NEEDS TO STUDY

In today competitive environment where corporate are constantly searching for ways to keep a float and sustain the market share, they have to find newer and better ways to satisfy the customer needs. To run any organization successfully the management needs to think always for the betterment of their service and product, every time there is a chance of improvement in the functioning of every organization specially when we talk about the banking sector in past there was very less or no competition in the market and the banks has no pressure to provide better facilities to the people but in the recent years the competition is increased due to the entry of the private banks and other money lending units. Considering this the state KCC bank need to be more careful and needs to take such steps which favor them to stay ahead in the market. This has always been the motto of KCC Banks and in order to achieve this, I was entrusted in doing a Consumer satisfaction regarding the services of KCC Bank.

All the respondents having an account in KCC bank. The percentage of the saving accounts in the bank was more than fixed

deposit accounts. Most of the customers likes the loan schemes of the bank. The majority of the customers are satisfied with the services provided

by the bank. 40% of the customers of the KCC Bank are having their own business. The percentage of the customer giving their preference for

computerized banking is high. From the research it is concluded that the popularity of the KCC Bank

Ltd is increasing.

FINDING

SUGGESTIONS:-1) Customer’s satisfaction must be the top priority of the bank.2) Proper posting of the staff should be done.3) Training of the employees should be there to meet the needs of the time.4) Communication gap within the bank and with the head-office should be reduced.5) The bank should adopt the modern methods of banking like internet Banking, credit cards, ATM, etc

CONCLUSION The project was undertaken to analyze the CUSTOMER STATISFACTION

TOWARD KCC BANK. The study concludes that KCC Bank, which was established for mainly for the service of rural sector, was almost on the line to its goal.

But now this bank had developed so much in public sector and makes a good position.

But there was shortage of staff in some of the KCC banks. Earlier the banking system was manual which was affecting the business and customer services but now the computerized system was started which makes the work of the organization easier.

Thank You