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Submitted by
ROLL NO- 07
This is to certify that Mr. Chandrakanta Panigrahi is a bonafide student, Roll No. :-07 of MBA (BA) program of the
university in this institute for the year 2008-10. As a part of the University curriculum, the student has completed the
project report titled “CUSTOMER SATISFACTION” at “ORIENTAL BANK OF COMMERECE”.
The project report is prepared by the student under the guidance of Dr. Kirti Gupta.
(Teacher Guide)
Program Co-ordinator
Director
Date:
Place:
6
PREFACE
Summer training is a very important part of an MBA (BA) curriculum. It
provides an
optimistic iconography for ‘Future’ existence through which students are able to see the real
industrial environment which gives anopportunity to relate theory with practice.
I undertook two months training programme at Oriental Bank of Commerce (Bhadrak) and
worked on the project “Customer Satisfaction at OBC“.This report is the knowledge
acquired by me during this period of training.
ACKNOWLEDGEMENT
Before I get into the depth of the thing, I would like to add a few heartfelt words for
the people who at various stages of the project development helped me by their valuable
guidance.
First and foremost I would like to pay my sincere gratitude which I owe to Mrs. HEMA
MIRZI (course coordinator), and Dr. KIRTI GUPTA(project guide), for their valued help
and guidance which they gave me when I needed it the most. It was only due to their sincere help
and efforts that I was able to end up with this project.
I owe special thanks to Dr.NITIN NAIK, Director of “INSTITUTE OF
MANAGEMENT & ENTREPRENEURSHIP DEVLOPMENT,” Pune and Mr. PRADEEP
KUMAR PANDA (Branch Manager, Bhadrak) for his valuable co-operation and guidance in
completing the project work.
Last but not the least; I would like to pay our gratitude to myPAR EN TS, without their
help and blessing I can’t take a single step in right direction.
C
handrakanta Panigrahi
R
oll No. :-07, MBA (BA)
DECLARATION
I Chandrakanta Panigrahi, a student of “INSTITUTE OF
MANAGEMENT & ENTREPRENEURSHIP DEVLOPMENT”, Pune, and session (2008-10)
bearing Roll No.:-07of MBA (BA) and University PRN no.:- 800001258, hereby declare that
the project report entitled “CUSTOMER SATISFACTION” (ORIENTAL BANK OF
COMMERCE.) is the outcome of my own work and the same has not been submitted to any
college for the award.
Date:
Place:
(Chandrakanta Panigrahi)
6
INDEX
S.NO.
CHAPTERS
PAGE NO.
1.
Introduction of the subject
7-15
Customer Satisfaction
8
Benefits of Customer Satisfaction
9
Customer Satisfaction Survey
11
Customer Satisfaction Process
13
2.
Company Profile
16-31
Introduction of the Company
17
Management Profile
18
Competitors
20
Product and Services
22
Future of Banking in India
28
Achievements and Awards
30
Company Mission, Vision and Value
31
3.
Research Methodology
32-37
Statement of the problem
34
Objective
35
Sample Size ,Methods and Data Collection
36
Limitation of the Study
37
4.
Analysis And Interpretation
38-48
5.
Findings and Conclusion
49
6.
Suggestions
52
7.
Appendices
54-56
Bibliography
55
Customer Feedback Form
56
6
6
CUSTOMERS SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with the products and
services provided by a business.
Customer satisfaction levels can be measured using survey techniques and questionnaires
DEFINITIONS:
Definition 1: Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of a
business transaction is equal to or greater than his/her expectation.
Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides
a minimum negative departure from expectations when compared with other acquisitions.
Gaining high levels of customer satisfaction is very important to a business because satisfaction customers are
most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business
There are many factors which lead in high levels of customer satisfaction including.
Products and services which are customer focused and hence provide high levels of value for
money.
What is clear about customer satisfaction is that customers are most likely to appreciate the
goods and services that they buy if they are made to feel special. This occurs when they feel that
the products and services that they buy have been specially produced for them or for people like
them.
6
BENEFITS OF CUSTOMER SATISFACTION
The importance of customer satisfaction and support is increasingly becoming a vital business issue as
organization realize the benefits of Customer Relationship Management (CRM) for providing effective
customer service. Professionals working within customer-focused business or those running call centers or
help desks, need to keep informed about the latest customer satisfaction techniques for running a valuable
customer service function. From small customer service departments to large call centers, the importance of
developing a valued relationship with customers using CRM is essential to support customer and long-term
business growth.
What Do Customers Want?
Before we begin to create tools to measure the level of satisfaction, it is important to develop a clear
understanding of what exactly the customer wants. We need to know what our customers expect from the
‘expect’ the supplier to meet nevertheless. For example, a customer would expect the service representative
who calls on him to be knowledgeable and competent to solve a problem on the spot.
There are many reasons why customer expectations are likely to change overtime. Process improvements,
advent of new technology, changes in customer’s priorities, improved quality of service provided by
The customer is always right. Supplier’s job is to provide the customer what he/she wants, when he/she wants
it. Customer satisfaction is customer’s perception that a supplier has met or exceeded their expectations.
WHAT CONSTITUTES SATISFACTION?
We cannot create customer satisfaction just by meeting customer’s requirements fully because
these have to be met in any case. However failing short is certain to create dissatisfaction
Major Attributes of customer satisfaction in banking industry can be summarized as:
P r o d u c t q u a l i t y
P r e m i u m O u t f l o w
R e t u r n o n I n v e s t m e n t
S e r v i c e s
R e s p o n s i v e n e s s a n d a b i l i t y
t o r e s o l v e c o m p l a i n t s a n d
r e j e c t r e p o r t s .
O v e r a l l c o m m u n i c a t i o n ,
a c c e s s i b i l i t y a n d a t t i t u d e .
WHAT ARE THE TOOLS?
Customer expectations can be identified using various methods such as:
P e r i o d i c c o n t r a c t r e v i e w s
M a r k e t r e s e a r c h
T e l e p h o n i c i n t e r v i e w s
P e r s o n a l v i s i t s
W a r r a n t y r e c o r d s
I n f o r m a l d i s c u s s i o n s
6
Satisfaction surveys
Depending upon the customer base and available resources, we can choose a method that is most effective in
measuring the customer’s perceptions. The purpose of the exercise is to identify priorities for improvements.
We must develop a method or combination of methods that helps to continually improve service.
CUSTOMER SATISFACTION SURVEYS
Formal survey has emerged as by far the best method of periodically the customer satisfaction. The survey are
not marketing tools but an information—gaining tool. Enough homework needs to be before embarking on the
basic purpose is to find out what we are doing right or wrong. Where is the scope for
improvement, where do we stand vis-à-vis other suppliers. How we can serve the customer
better?
A customer satisfaction measurement survey should at least identify the following
objectives:
Survey forms should be easy to fill out with minimum amount of time and efforts on customer’s
part. They should be designed to actively encourage the customer to complete the questions. Yet
they must provide accurate data should also be sufficiently reliable for management decision
making. This can be achieved by incorporating objective type questions where customer has to
“rate” on scale of say 1 to 10. For repeated surveys, you could provide the rating that was
previously accorded by the customer. This works like a reference point for the customer.
Space should always be provided for the customers own opinions this enables them to state any
additional requirements or report any shortcomings that are not covered by the objective
questions.
Normally, we deal various personnel at various levels in the customer’s organization—the buyer,
user, receiving inspector, finance and purchase person etc. surveying a number of respondents
for each customer gives a complete perspective of customer satisfaction. It may be necessary to
Respondents must be provided a way to express the importance they attach to various survey
parameters. Respondents should be asked to give a weighting factor, again on a rating scale of
say, 1 to 10, for each requirement. This gives a better indication of relative importance of each
parameter towards overall customer satisfaction and makes it easier for suppliers to prioritize
their action plans by comparing the performance rating (scores) with importance rating
(weighing).
`CONSUMER RESEARCH IN DIFFERENT DISCIPLINES
A considerable body of literature exists on consumption, consumer behavior and consumer
decision making process.
Most of the consumer research focused on adopter categories, habits, attitudes and intentions
rather that on actually measuring the satisfaction level with the service.
6
CONSUMER SATISFACTION PROCESS
The paramount goal of marketing is to understand the customer and to influence buying
behaviour.
The process can be depicted as follows:-
Need recognition- realization of the difference between the desired and the current
situation that serves as a trigger for entire process.
The ability of the banking industry to achieve the socio-economic objectives and in the process bringing more
and more customers into its fold will ultimately depend on the satisfaction of the customers. We have a strong
belief that a satisfied customer is the foremost factor in developing our business.
A need was felt by us at Oriental Bank of Commerce that in order to become more customers
friendly the Bank should come out with Charter of its services for the customers. Citizens'
Charter concept was considered as a base instrument to fill this need and accordingly this
document was prepared. This document was made in consultation with the users and highlights
our Bank's commitments towards the customer satisfaction, thus ensuring accountability and
responsibility amongst its officials and staff. This Code for customers not only explains our
commitment and responsibilities along with the redressed methods but also specifies the
This is not a legal document creating rights and obligations. The Code has been prepared to
promote fair banking practices and to give information in respect of various activities relating to
customer service.
We wish to acknowledge the initiative taken by the Ministry of Finance, Government of India and Ministry of
Administrative Reforms and Public Grievances for encouraging us to bring out this Code.
We maintain constant consultations with our clientele through various Seminars, Customer
Meets, etc. to evaluate improve and widen the range of service to customer. However, all our
customers are requested to keep us informed of their experiences about the various services
rendered by the Bank and feel free to comment on this Code. We intend to bring it out in many
Attend to all customers present in the banking hall at the close of business hours.
Offer nomination facility to all deposit accounts (i.e. account opened in individual capacity) and
Display interest rates for various deposit schemes from time to time.
Pay interest for delayed credit of outstation cheques, as advised by Reserve Bank of India (RBI)
from time to time.
6
Accord immediate credit in respect of outstation and local cheques upto a specified limit subject
to certain conditions, as advised by RBI from time to time.
Provide complaint/suggestion box in the branch premises.
Display address of Regional/Zonal and Central Offices as well as Nodal Officer dealing with
customer grievances/complaints.
6
6
INTRODUCTION
Oriental Bank of Commerce India was established in the year 1943 on 19th February in Lahore.
After partition, Oriental Bank of Commerce shifted its Registered Office from Lahore to
Oriental Bank of Commerce was nationalized on 15th April in 1980. Then OBC bank had 307
branches with Rs. 282.61 crores as deposits and as advance Rs. 152.69.
The National Institute of Bank Management (NIBM), rated OBC Bank as "Customer Friendly"
Bank.
Oriental Commercial Bank Limited is licensed by the Central Bank of Kenya as a commercial
Bank to carry out banking activities under Banking Act Chapter 488 of the Kenyan laws.
The Bank started its’ operations in the year 2002, with new investments and Board of Directors,
of the erstwhile Delphis Bank, from Central Bank of Kenya. It is a middle sized Bank and one of
the financially robust Banks in, Kenya in terms of shareholders fund and liquidity.
Oriental Commercial Bank Ltd has its’ Head Office at Finance House, Koinange Street-
Nairobi. Presently the Bank has a branch network of four branches in major towns namely
1 Nairobi.
2. Nakuru.
3 Eldoret, and
4 Kitale.
The Bank is managed by a professional team of management who are ably supervised by a
Board of Directors consisting of eminent personalities of society having high level of integrity
and professional skills in their respective areas of operations. We are committed to provide
quality banking Service to our customers, however by strictly adhering to the Regulatory
Guidelines as applicable within Kenya and, internationally. Our emphasis always remains on
carefully following ‘Know your Customers’ and ‘Anti Money Laundering’ Guidelines.
6
Corporate banking,Personal banking, Industrial finance, Agricultural finance,Financing of trade,
International banking
Oriental Bank Commerce has been ranked 38th amongst top 500 companies by The Economic
Times. OBC has earned 9th position among top 50 trusted brands in India.
Oriental Bank Commerce India maintains relationship with more than 200 leading international banks
worldwide. OBC India has Rupee Drawing Arrangements with 15 exchange companies in UAE and 1 in
Singapore.
MANAGEMENT PROFILE
Name
Designation
Sh.T.Y. Prabhu
Chairman and Managing director
Sh. H Ratnakara Hegde
Executive Director
Sh. S.C Sinha
Executive Director
V Vijay Sai Reddy
Director
R S Maharishi
Director
U K Khaitan
Director
K B R Naidu
Director
Sumita Dawra
Director
Sh. S.K Newley
Director
Vijay Jagirdar
Director
T Valliappan
Director
C K Sabharwal
Director
6
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Uploaded:
06/05/2010
Category:
Research>Business & Economics
Rated:
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A report Submitted in partial fulfillment of the requirement for the Award of the degree of
Master of Business Administration Submitted by Mr. Chandrakanta Panigrahi MBA (BA), TRI-
IV ROLL NO- 07 UNDER THE GUIDANCE OF Prof. Dr. kirti Gupta
INSTITUTE OF M (Less)
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