Chapter – 6 Findings

Chapter – 6
Findings, Conclusion and Suggestions
Findings related to customers opinion on general parameters related to the Bank of Maharashtra
Findings related to customers opinion on reliability parameters in regards to the Bank of Maharashtra
Findings related to customers opinion on responsiveness parameters in regards to the Bank of Maharashtra
Findings related to customers opinion on service initiation parameters in regards to the Bank of Maharashtra
Findings related to customers opinion on empathy parameters in regards to the Bank of Maharashtra
Findings related to customers opinion on security parameters in regards to the Bank of Maharashtra
Findings related to customers opinion on quality of service parameters in regards to the Bank of Maharashtra
Findings related to customers opinion on general parameters related to the Saraswat Bank
Findings related to customers opinion on reliability parameters in regards to the Saraswat Bank
Findings related to customers opinion on responsiveness parameters in regards to the Saraswat Bank
Findings related to customers opinion on service initiation parameters in regards to the Saraswat Bank
Findings related to customers opinion on empathy parameters in regards to the Saraswat Bank
Findings related to customers opinion on security parameters in regards to the Saraswat Bank
Findings related to customers opinion on quality of service parameters in regards to the Saraswat Bank
Conclusion
Suggestions

Findings related to customers opinion on general parameters related to the Bank of Maharashtra:
For evaluating the customers opinion on general parameters related to the Bank of Maharashtra, a detailed questionnaire comprising of 5 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customers opinion in regards to the parameters like location of bank, sufficient number of ATMs, cash counting machines, counter partitions in banks and its branches and the employee approach.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers, following are the findings
Location of bank:
Majority82.66 % (Total of Strongly Agree (61.33%) and Agree (21.33%) of customers had agreed that they were satisfied with the location of the bank. Further the customers mentioned that, the banks were located in a decent area which was easily accessible to the customers. The location of the bank was not very much away from the place of their residence. Also the customers mentioned that whenever they travelled to other cities they were able to find the bank at an easily accessible location. Hence considering all these above factors good percentage of customers were satisfied with the location of the bank. Thus 61.33% of customers have strongly agreed that the bank was located at a better location.

Sufficient number of ATM machines:
High percentage 87.33% (Total of Strongly Agree (82.00%) and Agree (5.33%)) of customers had agreed that the bank had sufficient number of ATM machines. The customers mentioned that the bank had installed a lot of ATM machines at various locations.
Hence it is not very difficult to find the ATM machines whenever they require it. Most of the customers mentioned that, one of the ATM machine is very close by to the place of their residence. Some of the customers also mentioned that one of the ATM machine was close to their office location. Apart from this the customers also mentioned that whenever they travelled to the other cities, they were able to easily find the ATM machine. Further the connectivity of the ATM machines was also good in the remote locations. Hence high percentage (82.00%) of customers has strongly agreed that the bank has installed a sufficient number of ATM machines.

Cash counting machines:
Good percentage (54.22%) of customers agreed (Sum of Strongly Agree (41.78%) and Agree (12.44%)) that cash counting machines were installed in the banks. The customers agreed that the cash counting machines were installed in the branches. The customers mentioned that the installation of cash counting machines has helped to bring in efficiency, especially in the work of the cashier work. The time required to count the cash manually used to take a lot of time. With the implementation of the cash counting machine in the bank, substantial time of the cashier is saved and thus has helped to increase the efficiency in serving the customers. However the customers also mentioned that the number of machines can be increased / installed in the branches at remote locations to bring in more efficiency. Hence fair percentage (41.78%) of customers have strongly agreed that cash counting machines were installed in the bank.

Counter partitions in bank and its branches:
Fair percentage (58.67%) of customers (Sum of Strongly Agree (37.11%) and Agree (21.56%)) agreed that, the structure of the bank was such that there were counter partitions defined in the bank. The counters were used to segregate the various sections / teams in the bank. The counter partitions in bank and it branches helps the customers to directly approach to the section / counter of the bank where he wants to transact. Hence fair percentage (37.11%) of customers has agreed that, there are counter partitions in bank and its branches.

The employees approach:
Majority (78.67%) (Sum of strongly disagree (56.67%) and disagree (22.00%)) of customers have mentioned that, the employees approach towards the customers was not very appreciative. The customers were not very much happy with the manner in which they were treated in the bank. The customers were also not happy with the way in which they were getting the responses from the employees in the bank. The customers stated that a lot more efforts are required to be taken on the employees in the bank to train them on how should treat the customers, how they should respond to the queries of the customers etc. Hence good number (56.67%) of customers have strongly disagreed that employee approach was good towards the customers.

Findings related to customers opinion on reliability parameters in regards to the Bank of Maharashtra:
For evaluating the customer’s opinion on reliability parameters in regards to the Bank of Maharashtra, a detailed questionnaire comprising of 5 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like the bank website does not freeze, information provided on website, Up to date content, Process of transactions, Wide range of products and services.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
The banks website does not freeze:
Substantial percentage71.11 % (Total of Strongly Agree (54.22%) and Agree (16.89%) of customers had agreed that the website of the banks does not freeze. The customers mentioned that, they have never / rarely faced a scenario where they were using the website of the bank for performing the online activities using the net banking and the website of the bank got freeze during the transactions. The customers have mentioned that they came across very rarely that they were not able to transact as the website was not up and running. The customers also mentioned that if there were any maintenance activity was to be performed for the website and the website would not be available for considerable amount of time, the bank used to communicate the customers much in advance so that they can plan and schedule their activities appropriately. The customers hence mentioned that the bank took appropriate precautions so that the customers are not / less impacted on account of non-availability of website. Good number (54.22%) of customers has strongly agreed that the website of the banks does not freeze.

Information provided on website:
Good percentage 58% – Sum of strongly agrees (10.67%) and agrees (47.33%) of customers have agreed that the bank has provided information on the website. The customers mentioned that the bank has provided the information on the various products and services on the website. These mainly comprise of the various types of accounts (savings account, current account, recurring account etc.), loan schemes (car loan, home loan, personal loan, gold loan etc.), credit cards, debit cards etc. The website also provides the information on the current offers that the bank is offering to the customers. The website is also providing the details on some of the commons questions (FAQs) which the customers could have. However the customers were of the opinion that the upcoming schemes and offers are not published on the website, only the current ones are published. Further a re-look / update is required on the FAQ’s posted on the banks website. Hence fair percentage 47.33% of customers have agreed that bank has provided information on website.

Up to date content:
High percentage – 74.00% (Sum of Strongly Agree (34.67) and Agree (39.33)) of customers agreed that content on the banks website is up to date.
The customers mentioned that the bank has provided the information on the various products and services on the website. These mainly comprise of the various types of accounts (savings account, current account, recurring account etc.), loan schemes (car loan, home loan, personal loan, gold loan etc.), credit cards, debit cards etc. The website also provides the information on the current offers that the bank is offering to the customers. These offers and products which are updated on the website are up to date. Hence fair percentage 39.33% of customers had agreed that the content on the website of the bank is up to date.

Process of transactions:
Good percentage 53.56% (Sum of Strongly Agree (30.89%) and Agree (22.67%)) the bank performs the processing of transaction in a pretty decent timeframe. The customers mentioned that they are very much satisfied with the transactions that they initiate through the channel on internet banking. The processing of these transactions is taking place in a quick timeframe. Rarely there are instances of delay in the processing of the transaction that the customers have initiated through the channel of internet banking (e.g. NEFT transactions, RTGS transactions, bill payments, EMI payments, credit card settlements etc.). However the customers mentioned that the transactions that they want to get it processed by visiting the bank (e.g. opening new savings account / recurring account / current account, opening new fixed deposit, loan processing – especially home loan, cash deposit etc.) would normally take more time. Hence the customers were happy with the processing of online transactions however were a bit concerned on the transaction processing at the bank. Hence fair percentage (30.89%) of customers has agreed that processing of transactions is done in decent timeframe.

Wide range of products and services:
Majority (71.56%) Sum of Strongly Agree (52.44%) and Agree (19.11%) agreed that the bank provides a wide range of products and services. Some of the products and services that are offered comprise of various types of accounts (savings account, current account, recurring account etc.), loan schemes (car loan schemes, home loan schemes, personal loan schemes, gold loan schemes etc.), credit cards, debit cards, lockers, ATMs etc. Thus on account of this huge range of products and services the customers were satisfied with the range of products and services.
However the customers also mentioned that there are other competitors in the market which have better offerings in some of the products / services. The banks especially are not very much offering excellent variety in the area credit cards. Banks can work on that to bring in new offerings so as to attract the customers. Hence good percentage (52.44%) of customers has strongly agreed that the bank is offering wide range of products and services.

Findings related to customers opinion on responsiveness parameters in regards to the Bank of Maharashtra:
For evaluating the customer’s opinion on responsiveness parameters in regards to the Bank of Maharashtra, a detailed questionnaire comprising of 7 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like really care about the fate of this organization, this is the best organization for work, Deciding to work for this bank was definite mistake, Staff Cooperation ; behavior, Complaints are handled very promptly, Frequency of response, Relationship with customer.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Really care about the fate of this organization:
Substantial percentage63.11 % (Total of Strongly Disagree (44.00%) and Disagree (19.11%) of customers disagreed and mentioned that the employees working in the bank don’t seem to be really caring about the fate of this organization.
The customers mentioned that considering the current attitude of the employees in the bank towards the customers visiting the bank, the customers think that the employees are in the bank don’t seem to be concerned about the fate of the organization. The employees in the bank don’t seem too much concerned about the retention of the customers. As they are not concerned about the retention of the customers they are directly not concerned with the fate of the organization. Hence fair percentage (44.00%) of customers have strongly disagreed that the employees really care about the fate of the organization.

This is the best organization for work:
High percentage (72% – Sum of Strongly Agree (49.11%) and Agree (22.89%)) of respondents has agreed that this is the best organization for work. The respondents mentioned that, as this a bank which is undertaken by the government of India, the employees in the bank are assured of their job in the bank and have no fear of being removed from the organization. Apart from this the salary that is offered to these employees is very decent. The other benefits that these employees receive are great. Some of the benefits which these employees get are the home loan at very low rate of interest, car loan at very low rate of interest, personal loan at very low rate of interest, benefits after retirement, leave travel allowances, educational loan for their children etc. Apart from this they have fixed timeframe within which they work. Rarely do they have to work beyond their office hours, on account of which they have a fantastic work life balance. On account of all these benefits the organization turns out to be best organization to work for. Hence almost half of the respondents have strongly agreed that this is the best organization to work.

Deciding to work for this bank was definite mistake:
Substantial percentage (77.78% – Sum of Strongly Disagree (55.78%) and Disagree (22.00%)) of respondents disagreed that deciding to work for this bank was definite mistake. The respondents mentioned that, as this a bank which is undertaken by the government of India, the employees in the bank are assured of their job in the bank and have no fear of being removed from the organization. Hence the employees are very much assured on the job stability. Apart from this the salary that is offered to these employees is very decent. The other benefits that these employees receive are great.
Some of the benefits which these employees get are the home loan at very low rate of interest, car loan at very low rate of interest, personal loan at very low rate of interest, benefits after retirement, leave travel allowances, educational loan for their children etc. Apart from this they have fixed timeframe within which they work. Rarely do they have to work beyond their office hours, on account of which they have a fantastic work life balance. On account of all these benefits the organization turns out to be best organization to work for. Hence fair percentage (55.78%) of the respondents have strongly disagreed that deciding to work for this organization was a definite mistake.

Staff Cooperation & behavior:
Good percentage (63.78% – Sum of Strongly Disagree (44.22%) and Disagree (19.56%)) of respondents have disagreed and mentioned that the staff in the bank is not very co-operative and even the behavior of the staff towards the customers is not very much professional. The customers mentioned that considering the current attitude of the employees in the bank towards the customers visiting the bank, the customers think that the employees are in the bank don’t seem to be concerned about the fate of the organization. The employees in the bank don’t seem too much concerned about the retention of the customers. As they are not concerned about the retention of the customers they are directly not concerned with the fate of the organization. The employees are not very much ready to directly interact with the customers and resolve their problems immediately. The employees are also not very much proactive in serving the customers and get the customers work done on priority and relieve the customer. The customers also mentioned that most of the times the behavior of the employees is also not very much good towards the customers. Hence fair percentage 44.22% of respondents Strongly disagreed and mentioned that the staff in the bank is not very co-operative and even the behavior of the staff towards the customers is not very much professional.

Complaints are handled very promptly:
Fair percentage 58.44% (Sum of Strongly Disagree (41.33%) and Disagree (17.11%)) of respondents have disagreed that complaints are handled very promptly. The respondents mentioned that employees in the bank are not very much bothered to promptly resolve the complaints of the customers.
The employees in the bank seem to be reluctant / less interested in listening to the complaints of the customers. The employees preferred to take their own good time to resolve the complaints of the customers. Although the scenario is changing a lot turnaround is required in the behavior of the employees in the bank towards the customers. Hence fair percentage (41.33%) of respondents disagreed that the customer’s complaints were handled and resolved very promptly.

Frequency of response:
Good percentage (60.00% – Sum of Strongly Disagree (42.22%) and Disagree (17.78%)) of respondents disagreed and mentioned that the frequency of the response received from the employees of the bank is not very good. Once the customer registers his complaint at the bank, there is no assurance on the time frame within which the customer would get the response / resolution. The employees would take their own sweet time to look at the customer’s complaint, find out the solution and communicate the same to the customer. Hence the respondents were not much happy with the frequency of responses received from the bank. Fair percentage (42.22%) of respondents have hence strongly disagreed and mentioned that the frequency of the response received from the employees of the bank is not very good.

Relationship with customer:
Substantial percentage (72.89% – Sum of Strongly Disagree (49.33%) and Disagree (23.56%)) of respondents have disagreed and mentioned that the bank employees are not very much interested to have good relationship with the customers visiting the bank. The employees are not very much friendly and based on the approach of the employees it seems that they are even not interested to enhance the level of relationships with the customers. Once the customer visits the bank, the employees attend the customers as per his number in the queue, get the details from the customer on what is his requirement and complete the job. They are not interested in developing relationship with the customers. Hence fair percentage (49.33%) have strongly disagreed and mentioned that the bank employees are not very much interested to have good relationship with the customers visiting the bank.

Findings related to customers opinion on service initiation parameters in regards to the Bank of Maharashtra:
For evaluating the customer’s opinion on service initiation parameters in regards to the Bank of Maharashtra, a detailed questionnaire comprising of 8 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like customer service representative, Bank performs the services right the first time, Quick confirmation, Our requests are handled promptly, Politeness and friendly staff, Employees are always willing to help you, Experienced management team and Presence Geographically.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Customer service representative
High percentage (68.22% – Sum of Strongly Disagree (43.56%) and Disagree (24.67%)) disagreed and mentioned that the customer service representatives in the bank were not very much friendly towards the customers visiting the banks. The customer service representatives attend the customers however the customers feel that they lack the approach which is able to attract the customers. The customer service representatives are also not able to create a feeling amongst the customers that their problems or queries are getting handled in a prompt manner and they will be getting the response as early as possible. Hence the customer service representatives have to be more proactive and develop the skills which would attract the customers and they would be able to create a faith in the mind of the customer.

On account of all these factors fair percentage of customers (43.56%) have strongly disagreed and mentioned that the customer service representatives in the bank were not very much friendly towards the customers visiting the banks.

Bank performs the services right the first time:
Good percentage (61.78% – Sum of Strongly Agree (42.22%) and Agree (19.56%)) of respondents has agreed that the bank performs the services right the first time. The respondents mentioned that when the customer visits the bank the customer visits the respective counter where he wants to get the job done. In most of the scenarios the customers have a small job (e.g. depositing cash or withdrawing cash or getting the demand draft etc) which does not take a lot of time. On account of this the customers are served by the bank right at the first time. However there are also other time taking jobs (e.g. loan processing, creating fixed deposits, premature closure of deposits, account closure activities etc) which might take some time and hence such type of services might not be served in the first time. Hence fair percentage (42.22%) of respondents has strongly agreed that the bank performs the services right at the first time.

Quick confirmation:
Fair percentage (56% – Sum of strongly agree (37.56%) and agree (18.44%)) of respondents have agreed that they received quick confirmation from the bank. The respondents mentioned that the net banking facility of the bank was very good. In the scenarios of online transactions using the internet banking (e.g. online payments of the utility bills, NEFT transactions, RTGS transactions, any other online transactions / payment etc.) the customers get the immediate response / confirmation on the transaction initiated by the customer. The customers get the details if the transaction was successful or not. If the transaction was successful the details of the transaction are shown or even sent over the email or sent on the mobile phone based on the selection of the mode by the customer. However there are some transactions that are initiated through the bank e.g. issuing a cheque or depositing a cheque etc. the confirmation cannot be given immediately to the customer. On account of this factors fair percentage (37.66%) of respondents have strongly agreed that they received quick confirmation from the bank.

Our requests are handled promptly:
Fair percentage (62.67% – Sum of strongly disagree (42.00%) and Disagree (20.67%)) disagreed and mentioned that the request from the customers were not handled in a prompt manner. The respondents mentioned that, whenever they visit the bank there is no assurance that their request will be handled in prompt manner. In some scenarios the requests are handled in promptly manner, however based on the responses it seems that the customers were not satisfied with the rate of resolution of the queries. Good percentage (42.00%) of respondents strongly disagreed and mentioned that their requests were not handled in promptly manner.

Politeness and friendly staff
Good percentage 59.78% (Sum of Strongly Disagree (45.33%) and Disagree (14.44%)) of respondents have disagreed and mentioned that the staff was not very much polite and friendly towards the customers in the bank. The bank employees are not very much interested to have good relationship with the customers visiting the bank. The employees are not very much friendly and based on the approach of the employees it seems that they are even not interested to enhance the level of relationships with the customers. Once the customer visits the bank, the employees attend the customers as per his number in the queue, get the details from the customer on what is his requirement and complete the job. They are not interested in developing relationship with the customers. The employees in the bank are also not very much polite in responding to the queries of the customers. Looking at the behavior of some of the employees, the customers get the feeling as if the employee thinks that the customers have come to the bank just to disturb the routine work and with irrelevant queries. Hence fair percentage (45.44%) of customers have strongly disagreed and mentioned that the employees are not friendly and polite.

Employees are always willing to help you
Good percentage of employees (59.56% – Sum of Strongly disagree (46.67%) and disagree (12.89%)) of respondents have disagreed and mentioned that the employees in the bank are not that way willing to help you proactively. The respondents mentioned that the employees in the bank will you to get the work done, however the pro-activeness that the customers would expect is not all seen in the employees of the bank.
The employees are not very much enthusiastic to come forward and help the customers. Hence fair percentage 46.67% of respondents strongly disagreed and mentioned that the employees in the bank are not willing to help the customers.

Experienced management team
High percentage 68.22% – Sum of Strongly Agree (46.89%) and Agree (21.33%) of respondents have agreed that the management team of the bank is experienced. The respondents mentioned that the people who were sitting in the management cadre were quite senior members and seemed to be a lot experienced. Hence good percentage 46.89% of respondents has strongly agreed that the bank has experienced management team.

Presence Geographically:
Substantial Percentage (79.56% – Sum of strongly agree (66.89%) and agree (12.67%)) of respondents have agreed that the bank is present geographically. The respondents mentioned that the bank has a huge presence right from the big metro cities to the smaller and remote villages. Further the customers mentioned that, the banks were located in a decent area which was easily accessible to the customers. The location of the bank was not very much away from the place of their residence. Also the customers mentioned that whenever they travelled to other cities they were able to find the bank at an easily accessible location. Hence good percentage 66.89% of respondents has strongly agreed that the bank has it presence geographically.

Findings related to customers opinion on empathy parameters in regards to the Bank of Maharashtra:
For evaluating the customer’s opinion on empathy parameters in regards to the Bank of Maharashtra, a detailed questionnaire comprising of 7 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like Time bound work of employee, Help desks, call centers of bank, Specific needs understood, Provisions of financial advices, Efficiency and accuracy, Faster log in facility, Performance of Plastic cards(ATM, Debit/Credit), Transfer of Funds(NEFT, RTGS), Clearing Services(ECS-Credit/Debit, Problem solving through instant information, Bank insists on error-free transaction records, Electronic Bills payments, Service charges are less, Understanding customer expectation.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Time bound work of employee
Substantial percentage63.11 % (Total of Strongly Agree (44.67%) and Agree (18.44%)) of respondents agreed that the employees work in the specific time frame. The respondents mentioned that, the employees in the bank work for the fixed banking hours. The management has decided on the time of the banking hours and the employees in the bank follow the same. The respondents mentioned that the employees would not normally are not willing to extend and work after the office hours to get the work done for the customers. In case the work is not completed in the working hours of the bank, the employees would normally ask the customer to re-visit the bank on the next working day. Hence the respondents mentioned that the employees are working in a very fixed time frame and are not readily willing to work extra. Hence good percentage 44.67% of respondents have strongly agreed that the employees work in a defined time frame.

Help desks, call centers of bank
High percentage 73.78% – Sum of Strongly Agree (34%) and Agree (39.78%) of respondents have agreed that the bank has good help desks and call centers.
The respondents mentioned that the employees that they have deployed for at the helpdesk / call centers are good at their work and are also good at listening to the customer’s requirements and providing prompt responses / solutions to the queries of the customers. The respondents also mentioned that whenever they call the help desk and call centers most of the time they are provided with the solution for their problem. One thing that the customers mentioned that the number of call center executives / helpdesks should be increased so that the waiting time of the customers (when they call the customer care number) is reduced. Hence fair percentage (39.78%) of respondents agreed that the bank has good call centers and helpdesk.

Specific needs understood:
Half 50.89% – Sum of strongly agree (23.33%) and agree (27.56%) of the respondents have agreed that, the bank / employees in the bank are able to understand their specific needs. The respondents mentioned that the employees in the bank that way are working in the bank for good amount of time and they are aware about the variety of the requirements of the customers. The employees in the bank / customer representatives in the bank get the details of the problem of the customer and understand the needs of the customers so that they can provide the solution to the customers. Hence fair percentage 27.56% of respondents agreed that their specific needs are understood.

Provisions of financial advices
Good percentage 54.67% – Sum of Strongly Disagree (34.22%) and Disagree (20.44%) of respondents have disagreed and mentioned that the bank is not having provision for providing financial advices to the customers. The bank is not having any specific department which is assigned specifically to help the customers in providing them the financial advices. The service is also not seemed to be provided even for the premium customers. The respondents mentioned that they would have preferred if they would have received any financial advices on the financial / investments / money that they are depositing in the bank. Hence fair percentage 34.22% of respondents have strongly disagreed and mentioned that the bank is not having any facility for providing financial advices to the customers.
Efficiency and accuracy:
Good percentage (58.44% – Sum of strongly agree (35.78%) and agree (22.67%)) of respondents have agreed that the bank processes the transaction with efficiency and accuracy. The respondents mentioned that as on date since they are transacting with the bank they have not came across any transaction of theirs or any of their friends or colleagues whose transactions were not processed accurately. Hence the respondents strongly agreed that the bank processes transactions accurately.

Faster log in facility
High percentage (83.11% – sum of strongly agree (62.44%) and agree (20.67%)) of respondents agreed that the login facility was quite faster. The respondents agreed that, the banks internet banking is an excellent feature provided by the bank to the customer. The internet login is very quick and faster. The customers mentioned that rarely they faced any situation where they tried to login to the banks website they faced any delays in login to the banks website. Hence good percentage (62.44%) of customers has strongly agreed that the login facility is faster.

Performance of Plastic cards (ATM, Debit/Credit):
Good percentage 56.67% – Sum of Strongly disagree (35.11%) and Disagree (21.56%) of respondents disagreed and mentioned that they were not very much satisfied with the plastic cards offered by the bank. The respondents mentioned that, the debit card that the bank issues with the savings account are the only cards that the users normally prefer to get it. The respondents mentioned that the debit cards the international debit cards and hence these can be used both nationally as well as internationally. However the respondents mentioned that the bank is not offering good variety in the segment of credit cards. The respondents mentioned that in comparison to the credit cards offered by the competitors / other banks, the bank has very limited options. The respondents also mentioned that there are very few offers provided by the credit cards as compared to the credit cards of other banks. Fair percentage (35.11%) of respondents disagreed and mentioned that they were not very much satisfied with the plastic cards offered by the bank.

Transfer of Funds(NEFT, RTGS):
Substantial percentage (89.33% – Sum of strongly agree (66.22%) and agree (23.11%)) of respondents have agreed that online funds transfer through NEFT and RTGS was good facility provided by the bank. The respondents mentioned that using the internet banking they can transfer the funds from their account to any other account and also in similar manner receive money from another account. Thus this has helped to save a lot of time as the respondents don’t have to travel to the bank location, deposit the cheque or cash in the account by waiting in the queue. Thus this has helped to save the time and bring in efficiency and has made the process of money transfer very easy and quick. Hence high percentage (66.22%) of respondents has strongly agreed that online funds transfer through NEFT and RTGS was good facility provided by the bank.

Clearing Services (ECS-Credit/Debit)
Substantial percentage (89.56% – Sum of strongly agree (66.00%) and agree (23.56%)) of respondents have agreed that the clearing services of the bank are excellent. The facility is an excellent feature provided by the bank as the bank automatically performs the transaction as per the instructions given by the customers on the frequency informed by the customer. Hence the customer does not have to remember on the routine transactions and also does not have to waste time in such transaction. Thus good percentage (66.00%) of respondents has strongly agreed that the clearing services of the bank are excellent.

Problem solving through instant information:
Good percentage (59.56% – Sum of strongly disagree (32.67%) and disagree (26.89%)) of respondents have disagreed and mentioned that rarely they would get their problem solved through instant information. The respondents mentioned that they don’t get the solution for their problem via instant information from the employees in the bank. The customers have to take efforts on their own and try to get the solution by either going through the website of the bank or through the call center of the bank. Rarely would they get instant information from the employees of the bank. Hence fair percentage (32.67%) of respondents have strongly disagreed and mentioned that rarely they would get their problem solved through instant information.

Bank insists on error-free transaction records:
Majority of respondents (71.78% – Sum of strongly agree (32.67%) and agree (39.11%)) have agreed that the bank insists on error free transaction records. The respondents mentioned that as on date they have not came across any transaction in which they had encountered errors. The respondents further mentioned that the employees in the bank are determined to process the transaction accurately and completely so that there are no errors in the transaction processing and the transactional records are correct. Fair percentage (39.11%) of respondents have agreed and mentioned that the bank insists on error free transaction records.

Electronic Bills payments:
Substantial percentage (88.89% – Sum of strongly agree (58.67%) and agree (30.22%)) of respondents have mentioned that the electronic bill payment facility provided by the bank is one of the best facility. The respondents mentioned that they can use the internet banking and make the payment of the electronic bills. Apart from this they can register the electronic bills that are required to be paid on the recurring frequency. And if the instructions are given to the bank, the bank will make the automatic payments for the registered bills. Hence this facility has helped to save a lot of time of the customers, which they otherwise had to waste or invest for making the electronic bill payments. Hence good percentage (58.67%) of respondents have strongly agreed and mentioned that the electronic bill payment facility provided by the bank is one of the best facilities.

Service charges are less:
High percentage (78.89% – Sum of strongly agree (44.00%) and agree (34.89%)) of respondents have agreed that service charges are less. The respondents mentioned that the bank is not charging high service charges. The respondents mentioned that in comparison to the service charges imposed by the other private sector banks, the service charges imposed by the bank are comparatively less. Hence fair percentage 44.00% of employees has strongly agreed that the service charges are less.

Understanding customer expectation:
Good percentage (63.11% – Sum of strongly disagree (40.67%) and disagree (22.44%)) of respondents have disagreed and mentioned that customer expectations are not really understood. The respondents have mentioned that, the employees in the bank are not very much interested to get in inputs from the customers visiting the bank and hence ultimately they are not able to understand the expectations of the customer. Hence respondents were generally thinking that their expectation are not understood by the bank
Findings related to customers opinion on security parameters in regards to the Bank of Maharashtra:
For evaluating the customer’s opinion on security parameters in regards to the Bank of Maharashtra, a detailed questionnaire comprising of 5 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like Security for ATMs, Online filling, Protection of banking transactions, Privacy / Confidentiality of the bank, Care in collection of personal information.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Security for ATMs
Majority of respondents (71.56% – Sum of strongly agree (59.33%) and agree (12.22%)) have agreed that, security for the ATMs was good for the bank. The bank mentioned that security guards are placed 365 by 24 by 7 outside the ATM. Hence the bank had ensured the security of the ATM.
Apart from this CCTV cameras were installed inside the ATM to capture the details of the people coming in and going out of the ATM. Hence good percentage 59.33% has strongly agreed that the ATMs were secured.

Online Filing
Substantial percentage (80.00 – Sum of strongly agree (62.67%) and agree (17.33%)) of respondents have agreed that online filing facility is provided by the bank. The customers mentioned that using the online banking facility they can file their online returns of the income tax. Hence the employees were satisfied with this service as good amount of time is saved. Hence good percentage 62.67% of employees strongly agree that online filing facility provided by bank is good one and has helped the customers of the bank.

Protection of banking transactions
Majority 79.56% (Sum of Strongly Agree (55.11%) and Agree (24.44%)) of respondents have agreed that the bank has taken appropriate measures for protection of banking transactions. The respondents mentioned whenever they used the internet banking they have always observed that the secured url was shown in the URL bar. Further the bank has also seemed to have tied up with the secure payment gateways so that the online transactions performed using the credit cards or debit cards are secured and hence the customers transactions are protected. Hence good percentage 55.11% of respondents strongly agreed that the banking transactions are protected.
Privacy / Confidentiality of the bank
Substantial percentage (89.33% – Sum of strongly agree (67.56%) and agree (21.78%)) of respondents have agreed that the bank maintains the confidentiality and privacy of the customers of the bank. The respondents mentioned that the bank ensures that all the customer related data is kept confidential and is not at all shared with anyone else, even if the other person requesting the information is a premium customer of the bank. High percentage (67.56%) of respondents has strongly agreed that the bank maintains the confidentiality and privacy of the customers of the bank.

Care in collection of personal information:
High percentage (78.22% – Sum of strongly agree (53.78%) and agree (24.44%)) of respondents have agreed that the bank ensures to take care in collection of personal information. The respondents mentioned that the employees of the bank ensure that appropriate care is taken and ensured that the data is collected appropriately and the data is kept confidential. Hence good percentage 53.78% of respondents have strongly agreed that appropriate care in collection of personal information is taken by the bank.

Findings related to customers opinion on quality of service parameters in regards to the Bank of Maharashtra:
For evaluating the customer’s opinion on quality of service parameters in regards to the Bank of Maharashtra, a detailed questionnaire comprising of 6 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like Customer friendly environment at Bank, Customer feedback services, Capable of solving complaints adequately, Special services for the elders and disabled, Satisfied with the overall technological services of your bank.

The contribution of new technology to the success of banks is high.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Customer friendly environment at Bank
Good percentage (67.56% – Sum of strongly disagree (42.89%) and disagree (24.67%)) of respondents have disagreed and mentioned that the environment in the bank is not very much customer friendly. The employees in the bank are not interested to create or develop friendly relationship with the customers in the bank. On account of this attitude and approach of the employees in the bank, naturally the environment in the bank is not customer friendly. Hence fair percentage 42.89% of respondents have disagreed and stated that the environment in the bank is not customer friendly.

Customer feedback services:
Fair percentage (56.67% – sum of strongly disagree (36.67%) and disagree (20.00%)) of respondents have disagreed and mentioned that the bank is not keen on obtaining the customer feedback on the services provided by the bank. The employees prefer to work in their own style and least bothered on what the customers think on the services provided by the bank. On account of this approach they are not concerned about the feedback of the customers. Hence fair percentage 36.67% of respondents have strongly disagreed and mentioned that the bank is not keen on obtaining the customer feedback on the services provided by the bank.

Capable of solving complaints adequately:
Good percentage of respondents (55.11% – Sum of strongly agree (44.00%) and agree (11.11%)) agreed that the employees in the bank have the capability to solve the customers complaints adequately. The respondents mentioned that, the employees in the bank have the adequate knowledge and experience in the job profile that they are into. On account of this the employees in the bank have the capability to resolve the complaints of the customers. Hence fair percentage (44.00%) of respondents has strongly agreed that the bank employees are capable of solving complaints adequately.

Special services for the elders and disabled:
Good percentage of respondents (55.11% – Sum of strongly agree (32.44%) and agree (22.67%)) have agreed that the bank offers special services for the elders and disabled.
The respondents mentioned that there are special schemes launched by the bank specifically considering the elder people / senior citizens. One of the examples of the additional benefit granted to the senior citizens is the additional rate of interest on the fixed deposits as compared to the rate offered to the customers who are not in this category. Hence fair percentage (32.44%) of respondents have strongly agreed and mentioned that special services for the elders and disabled are offered by the bank.

Satisfied with the overall technological services of your bank:
High percentage (73.56% – Sum of strongly agree (49.56%) and agree (24.00%)) of respondents agreed and mentioned that they were satisfied with the overall technological services of the bank. The respondents mentioned that overall the technology that the bank has deployed (e.g. internet banking, secured payment gateways, ATMs, cash counting machines, passbook filling machines etc.) has helped the customers a lot to save their time and bring in efficiency in their banking transactions. Hence almost half (49.56%) of respondents strongly agreed and mentioned that overall they were satisfied with the technology implemented by the bank.

The contribution of new technology to the success of banks is high:
Substantial percentage (76.00% – Sum of strongly agree (48.44%) and agree (27.56%)) of respondents have agreed that the new technology has led to the success of the bank. The new technology implementation has surely helped to attract the customers. As appropriate security measures are taken the customers are confident to use the new technology. Apart from this the implementation of new technology has helped to bring in efficiency for the bank employees. With the implementation of ATMs, the load over the bank staff especially the person validating the vouchers filled by the customer and the cashier has reduced dramatically. On account of this they can focus on other areas and helps to cater to other services. Hence good percentage of respondents 48.44% of strongly agreed and mentioned that the new technology has led to the success of the bank.

Findings related to customers opinion on general parameters related to the Saraswat Bank:
For evaluating the customers opinion on general parameters related to the Saraswat Bank, a detailed questionnaire comprising of 5 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like location of bank, sufficient number of ATMs, cash counting machines, counter partitions in banks and its branches and the employee approach.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Location of bank:
Majority 62.89 % (Total of Strongly Agree (36.89%) and Agree (26.00%) of customers had agreed that they were satisfied with the location of the bank. Further the customers mentioned that, the banks were located at a better location which was not hard to access to the customers. The location of the bank was not very much far away from the place of their residence. Also the customers mentioned that whenever they travelled to other major cities they were able to find the bank at an easily accessible location. Hence considering all these above factors good percentage of customers were satisfied with the location of the bank. Thus fair percentage 36.89% of customers have strongly agreed that the bank was located at a better location.

Sufficient number of ATM machines:
High percentage 66.67% (Total of Strongly Agree (39.11%) and Agree (27.56%)) of customers had agreed that the bank had good number of ATM machines.
The customers mentioned that the bank had installed a good number of ATM machines at various locations. Hence it is not very difficult to find the ATM machines whenever they require it. Some of the customers also mentioned that, one of the ATM machine is very close by to the place of their residence. Some of the customers also mentioned that one of the ATM machine was close to their office location. Apart from this the customers also mentioned that whenever they travelled to the other major cities, they were able to easily find the ATM machine. Hence good percentage (39.11%) of customers has strongly agreed that the bank has installed a sufficient number of ATM machines.

Cash counting machines:
Good percentage (52.00%) of customers disagreed (Sum of Strongly disagree (22.44%) and disagree (29.56%)) and mentioned that cash counting machines were installed in the most of branches of the bank, however the number of cash counting machines were not adequate enough. The customers mentioned that in small branches the cash counting machines might not be installed as the volume of transactions is less. The customers further mentioned that wherever the cash counting machines are installed, the installation of cash counting machines has helped to bring in efficiency, especially in the work of the cashier work. The time required to count the cash manually used to take a lot of time. With the implementation of the cash counting machine in the bank, substantial time of the cashier is saved and thus has helped to increase the efficiency in serving the customers. However the customers also mentioned that the number of machines has to be increased / installed in the branches at remote locations to bring in more efficiency. Hence fair percentage (29.56%) of customers have disagreed and mentioned that adequate cash counting machines were not installed across the bank.

Counter partitions in bank and its branches:
Fair percentage (59.78%) of customers (Sum of Strongly Agree (35.56%) and Agree (24.22%)) agreed that, the structure of the bank was such that there were counter partitions defined in the bank. The counters were used to segregate the various sections / teams in the bank.
The counter partitions in bank and it branches helps the customers to directly approach to the section / counter of the bank where he wants to transact. Hence fair percentage (35.56%) of customers has agreed that, there are counter partitions in bank and its branches.

The employees approach:
Majority (56.89%) (Sum of strongly disagree (22.67%) and disagree (34.22%)) of customers have mentioned that, the employees approach towards the customers was not very appreciative. The customers were not very much happy with the manner in which they were treated in the bank. The customers were also not happy with the way in which they were getting the responses from the employees in the bank. The customers stated that a lot more efforts are required to be taken on the employees in the bank to train them on how should treat the customers, how they should respond to the queries of the customers etc. Hence fair number (34.22%) of customers have disagreed that employee approach was good towards the customers.

Findings related to customers opinion on reliability parameters in regards to the Saraswat Bank:
For evaluating the customer’s opinion on reliability parameters in regards to the Saraswat Bank, a detailed questionnaire comprising of 5 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like the bank website does not freeze, information provided on website, Up to date content, Process of transactions, Wide range of products and services.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
The banks website does not freeze:
Substantial percentage64.67 % (Total of Strongly Agree (47.78%) and Agree (16.89%) of customers had agreed that the website of the banks does not freeze. The customers mentioned that, they have rarely faced a scenario where they were using the website of the bank for performing the online activities using the net banking and the website of the bank got freeze during the transactions. The customers have mentioned that they came across very rarely that they were not able to transact as the website was not up and running. The customers also mentioned that if there were any maintenance activity was to be performed for the website and the website would not be available for considerable amount of time, the bank used to communicate the customers much in advance so that they can plan and schedule their activities appropriately. The customers hence mentioned that the bank took appropriate precautions so that the customers are not / less impacted on account of non-availability of website. Good number (47.78%) of customers has strongly agreed that the website of the banks does not freeze.

Information provided on website:
Good percentage 59.11% – Sum of strongly agrees (14.89%) and agrees (44.22%) of customers have agreed that the bank has provided information on the website. The customers mentioned that the bank has provided the information on the various products and services on the website. These mainly comprise of the various types of accounts (savings account, current account, recurring account etc.), loan schemes (car loan, home loan, personal loan, gold loan etc.), credit cards, debit cards etc. The website also provides the information on the current offers that the bank is offering to the customers. The website is also providing the details on some of the commons questions (FAQs) which the customers could have. However the customers were of the opinion that the upcoming schemes and offers are not published on the website, only the current ones are published. Further a re-look / update is required on the FAQ’s posted on the banks website. Hence fair percentage 44.22% of customers have agreed that bank has provided information on website.

Up to date content:
High percentage – 76.67% (Sum of Strongly Agree (32.89%) and Agree (43.78%)) of customers agreed that content on the banks website is up to date. The customers mentioned that the bank has provided the information on the various products and services on the website. These mainly comprise of the various types of accounts (savings account, current account, recurring account etc.), loan schemes (car loan, home loan, personal loan, gold loan etc.), credit cards, debit cards etc. The website also provides the information on the current offers that the bank is offering to the customers. These offers and products which are updated on the website are up to date. Hence fair percentage 43.78% of customers had agreed that the content on the website of the bank is up to date.

Process of transactions:
Good percentage 54.89% (Sum of Strongly Agree (33.33%) and Agree (21.56%)) the bank performs the processing of transaction in a pretty decent timeframe. The customers mentioned that they are very much satisfied with the transactions that they initiate through the channel on internet banking. The processing of these transactions is taking place in a quick timeframe. Rarely there are instances of delay in the processing of the transaction that the customers have initiated through the channel of internet banking (e.g. NEFT transactions, RTGS transactions, bill payments, EMI payments, credit card settlements etc.). However the customers mentioned that the transactions that they want to get it processed by visiting the bank (e.g. opening new savings account / recurring account / current account, opening new fixed deposit, loan processing – especially home loan, cash deposit etc.) would normally take more time. Hence the customers were happy with the processing of online transactions however were a bit concerned on the transaction processing at the bank. Hence fair percentage (33.33%) of customers hasstrongly agreed that processing of transactions is done in decent timeframe.

Wide range of products and services:
Majority (67.78%) Sum of Strongly Agree (45.33%) and Agree (22.44%) agreed that the bank provides a wide range of products and services. Some of the products and services that are offered comprise of various types of accounts (savings account, current account, recurring account etc.), loan schemes (car loan schemes, home loan schemes, personal loan schemes, gold loan schemes etc.), debit cards, lockers, ATMs etc. Thus on account of this huge range of products and services the customers were satisfied with the range of products and services. However the customers also mentioned that there are other competitors in the market which have better offerings in some of the products / services. The banks especially are not very much offering excellent variety in the area credit cards. Banks can work on that to bring in new offerings so as to attract the customers. Hence good percentage (45.33%) of customers has strongly agreed that the bank is offering wide range of products and services.

Findings related to customers opinion on responsiveness parameters in regards to the Saraswat Bank:
For evaluating the customer’s opinion on responsiveness parameters in regards to the Saraswat Bank, a detailed questionnaire comprising of 7 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like really care about the fate of this organization, this is the best organization for work, Deciding to work for this bank was definite mistake, Staff Cooperation ; behavior, Complaints are handled very promptly, Frequency of response, Relationship with customer.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Really care about the fate of this organization:
Good percentage52.44 % (Total of Strongly Disagree (23.56%) and Disagree (28.89%) of customers disagreed and mentioned that the employees working in the bank don’t seem to be really caring about the fate of this organization. The customers mentioned that considering the current attitude of the employees in the bank towards the customers visiting the bank, the customers think that the employees are in the bank don’t seem to be concerned about the fate of the organization. The employees in the bank don’t seem too much concerned about the retention of the customers. As they are not concerned about the retention of the customers they are directly not concerned with the fate of the organization. Hence fair percentage (28.89%) of customers have disagreed that the employees really care about the fate of the organization.

This is the best organization for work:
Good percentage (51.56% – Sum of Strongly Agree (39.56%) and Agree (12.00%)) of respondents has agreed that this is the best organization for work. The respondents mentioned that, the salary that is offered to these employees is very decent. Apart from salary they are also offered with other benefits. Some of the benefits which these employees get are the home loan at very low rate of interest, car loan at very low rate of interest, personal loan at very low rate of interest, benefits after retirement, leave travel allowances, educational loan for their children etc. On account of all these benefits the organization turns out to be better organization to work for. Hence almost fair percentage (39.56%) of the respondents has strongly agreed that this is the best organization to work.

Deciding to work for this bank was definite mistake:
Good percentage (51.56% – Sum of Strongly Disagree (37.78%) and Disagree (13.78%)) of respondents disagreed that deciding to work for this bank was definite mistake. The respondents mentioned that, the employees are very much assured on the job stability. Apart from this the salary that is offered to these employees is very decent. The other benefits that these employees receive are great. Some of the benefits which these employees get are the home loan at very low rate of interest, car loan at very low rate of interest, personal loan at very low rate of interest, benefits after retirement, leave travel allowances, educational loan for their children etc. Apart from this they have fixed timeframe within which they work. On account of all these benefits the organization turns out to be better organization to work for.
Hence fair percentage (37.78%) of the respondents have strongly disagreed that deciding to work for this organization was a definite mistake.

Staff Cooperation & behavior:
Good percentage (58.67% – Sum of Strongly agree (19.11%) and Agree (39.56%)) of respondents have agreed and mentioned that the staff in the bank isco-operative and the staff behaves professionally with the customers. The respondents mentioned that they staff attended the customers and tried to co-operate with them to resolve their problems. However the customers were also of the opinion that a lot more can be done by the employees of the bank and take a proactive approach for getting the work done of the customers. The employees are also not very much proactive in serving the customers and get the customers work done on priority and relieve the customer. The customers also mentioned that most of the times the behavior of the employees is also not very much decent towards the customers. Hence only39.56% of respondents agreed and mentioned that the staff in the bank is co-operative and the behavior of the staff towards the customers is professional.

Complaints are handled very promptly:
Fair percentage 57.56% (Sum of Strongly Agree (32.67%) and Agree (24.89%)) of respondents have agreed that complaints are handled very promptly. The respondents mentioned that employees in the bank help to resolve the complaints of the customers. The employees in the bank listen to the complaints of the customers. The employees try to resolve the complaints of the customers. However the customers also mentioned that a lot more can be done by the employees of the bank. The employees must also take a step forward proactively and expedite the process of resolving the complaints of the customer. Hence fair percentage (32.67%) of respondents strongly agreed that the customer’s complaints were handled and resolved very promptly.

Frequency of response:
Good percentage (57.11% – Sum of Strongly agree (41.78%) and agree (15.33%)) of respondents agreed and mentioned that the frequency of the response received from the employees of the bank is good. Once the customer registers his complaint at the bank, the complaint is taken up as per the priority of the complaint and tried to provide the solution to the customer.
However there is no fixed time frame within which the customer would get the response / resolution. Hence the respondents mentioned that there is an improvement on this front. The problems of the customer are resolved; however efforts can be taken to resolve it in a faster way. Fair percentage (41.78%) of respondents have hence strongly agreed and mentioned that the frequency of the response received from the employees of the bank is good.

Relationship with customer:
Good percentage (54.89% – Sum of Strongly agree (37.11%) and agree (17.78%)) of respondents have agreed and mentioned that the some of the bank employees try to maintain relationship with the customers visiting the bank. Some of the employees are very much friendly and based on the approach of the employees it seems that they are interested to enhance the level of relationships with the customers. Once the customer visits the bank, the employees attend the customers as per his number in the queue, get the details from the customer on what is his requirement and complete the job. However the respondents also mentioned that there are few employees who are not at all interested in developing relationship with the customers. When the customers visit them the approach of some of the employees is not very friendly and the respondents also feel that these employees are not interested in increasing / enhancing the relationship with the customers. Hence fair percentage (37.11%) have strongly agreed and mentioned that the bank employees are interested to have good relationship with the customers visiting the bank.

Findings related to customers opinion on service initiation parameters in regards to the Saraswat Bank:
For evaluating the customer’s opinion on service initiation parameters in regards to the Saraswat Bank, a detailed questionnaire comprising of 8 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like customer service representative, Bank performs the services right the first time, Quick confirmation, Our requests are handled promptly, Politeness and friendly staff, Employees are always willing to help you, Experienced management team and Presence Geographically.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Customer service representative
Good percentage (55.56% – Sum of Strongly Disagree (39.56%) and Disagree (16.00%)) disagreed and mentioned that the customer service representatives in the bank were not very much friendly towards the customers visiting the banks. The customer service representatives attend the customers however the customers feel that they lack the approach which is able to attract the customers. The customer service representatives are also not able to create a feeling amongst the customers that their problems or queries are getting handled in a prompt manner and they will be getting the response as early as possible. Hence the customer service representatives have to be more proactive and develop the skills which would attract the customers and they would be able to create a faith in the mind of the customer. On account of all these factors fair percentage of customers (39.56%) have strongly disagreed and mentioned that the customer service representatives in the bank were not very much friendly towards the customers visiting the banks.

Bank performs the services right the first time:
Good percentage (73.78% – Sum of Strongly Agree (55.56%) and Agree (18.22%)) of respondents has agreed that the bank performs the services right the first time. The respondents mentioned that when the customer visits the bank the customer visits the respective counter where he wants to get the job done. In most of the scenarios the customers have a small job (e.g. depositing cash or withdrawing cash or getting the demand draft etc) which does not take a lot of time. On account of this the customers are served by the bank right at the first time. However there are also other time taking jobs (e.g. loan processing, creating fixed deposits, premature closure of deposits, account closure activities etc) which might take some time and hence such type of services might not be served in the first time. Hence fair percentage (55.56%) of respondents has strongly agreed that the bank performs the services right at the first time.

Quick confirmation:
Substantial percentage (70.89% – Sum of strongly agree (44.22%) and agree (26.67%)) of respondents have agreed that they received quick confirmation from the bank. The respondents mentioned that the net banking facility of the bank was very good. In the scenarios of online transactions using the internet banking (e.g. online payments of the utility bills, NEFT transactions, RTGS transactions, any other online transactions / payment etc.) the customers get the immediate response / confirmation on the transaction initiated by the customer. The customers get the details if the transaction was successful or not. If the transaction was successful the details of the transaction are shown or even sent over the email or sent on the mobile phone based on the selection of the mode by the customer. However there are some transactions that are initiated through the bank e.g. issuing a cheque or depositing a cheque etc. the confirmation cannot be given immediately to the customer. On account of this factors fair percentage (44.22%) of respondents have strongly agreed that they received quick confirmation from the bank.

Our requests are handled promptly:
Fair percentage (62.44% – Sum of strongly disagree (19.56%) and Disagree (42.89%)) disagreed and mentioned that the request from the customers were not handled in a prompt manner. The respondents mentioned that, whenever they visit the bank the employees of the bank listen to the requirements of the customers. However there is no assurance the priority at which the complaint would be handled. The employee of the bank might not look at the priority of the complaint and serve the complaints in the first in first out manner. Hence it seems that the customers were not satisfied with the rate of resolution of the queries. Good percentage (42.89%) of respondents disagreed and mentioned that their requests were not handled in promptly manner.

Politeness and friendly staff
Good percentage 60.89% (Sum of Strongly Disagree (44.22%) and Disagree (16.67%)) of respondents have disagreed and mentioned that the staff was not very much polite and friendly towards the customers in the bank. The respondents mentioned that some of the employees liked to develop friendly relationship with the customers visiting the bank. However there were employees who were not very much interested to have good relationship with the customers visiting the bank. The employees are not very much friendly and based on the approach of the employees it seems that they are even not interested to enhance the level of relationships with the customers. Once the customer visits the bank, the employees attend the customers as per his number in the queue, get the details from the customer on what is his requirement and complete the job. The employees in the bank are also not very much polite in responding to the queries of the customers. Looking at the behavior of some of the employees, the customers get the feeling as if the employee thinks that the customers have come to the bank just to disturb the routine work and with irrelevant queries. Hence fair percentage (44.22%) of customers have strongly disagreed and mentioned that the employees are not friendly and polite.

Employees are always willing to help you
Good percentage of employees (59.11% – Sum of Strongly disagree (42.22%) and disagree (16.89%) of respondents have disagreed and mentioned that the employees in the bank are not that way willing to help you proactively. The respondents mentioned that the employees in the bank will help you to get the work done, however the pro-activeness that the customers would expect is not all seen in the employees of the bank. The employees are not very much enthusiastic to come forward and help the customers. Hence fair percentage 44.22% of respondents strongly disagreed and mentioned that the employees in the bank are not willing to help the customers.

Experienced management team
Good percentage 56.89% – Sum of Strongly Agree (35.56%) and Agree (21.33%) of respondents have agreed that the management team of the bank is experienced. The respondents mentioned that the people who were sitting in the management cadre were quite senior members and seemed to be a lot experienced.

Hence fair percentage 35.56% of respondents has strongly agreed that the bank has experienced management team.

Presence Geographically:
Good Percentage (54.44% – Sum of strongly disagree (32.22%) and agree (22.22%)) of respondents have disagreed that the bank is present geographically. The respondents mentioned that the bank has its presence in the metro cities as well as in most of the big cities. Further the customers mentioned that, the banks were located in a decent area which was easily accessible to the customers. The location of the bank was not very much away from the place of their residence. Also the customers mentioned that whenever they travelled to other cities they were able to find the bank at an easily accessible location. However considering the presence of the bank in the remote location as well as internationally, the bank is not having its good presence in these categories. Hence fair percentage 32.22% of respondents have strongly disagreed that the bank has it presence geographically
Findings related to customers opinion on empathy parameters in regards to the Saraswat Bank:
For evaluating the customer’s opinion on empathy parameters in regards to the Saraswat Bank, a detailed questionnaire comprising of 7 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like Time bound work of employee, Help desks, call centers of bank, Specific needs understood, Provisions of financial advices, Efficiency and accuracy, Faster log in facility, Performance of Plastic cards(ATM, Debit/Credit), Transfer of Funds(NEFT, RTGS), Clearing Services(ECS-Credit/Debit, Problem solving through instant information, Bank insists on error-free transaction records, Electronic Bills payments, Service charges are less, Understanding customer expectation.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Time bound work of employee
Substantial percentage64.89 % (Total of Strongly Agree (39.78%) and Agree (25.11%)) of respondents agreed that the employees work in the specific time frame. The respondents mentioned that, the employees in the bank work for the fixed banking hours. The management has decided on the time of the banking hours and the employees in the bank follow the same. The respondents mentioned that the employees would not normally are not willing to extend and work after the office hours to get the work done for the customers. In case the work is not completed in the working hours of the bank, the employees would normally ask the customer to re-visit the bank on the next working day. Hence the respondents mentioned that the employees are working in a very fixed time frame and are not readily willing to work extra. Hence good percentage 39.78% of respondents has strongly agreed that the employees work in a defined time frame.

Help desks, call centers of bank
High percentage 72.22% – Sum of Strongly Agree (30.22%) and Agree (42.00%) of respondents have agreed that the bank has good help desks and call centers. The respondents mentioned that the employees that they have deployed for at the helpdesk / call centers are good at their work and are also good at listening to the customers’ requirements and providing prompt responses / solutions to the queries of the customers. The respondents also mentioned that whenever they call the help desk and call centers most of the time they are provided with the solution for their problem. One thing that the customers mentioned that the number of call center executives / helpdesks should be increased so that the waiting time of the customers (when they call the customer care number) is reduced. Hence fair percentage (42.00%) of respondents agreed that the bank has good call centers and helpdesk.

Specific needs understood:
Substantial percentage71.33% – Sum of strongly agrees (51.11%) and agree (20.22%) of the respondents have agreed that, the bank / employees in the bank are able to understand their specific needs. The respondents mentioned that the employees in the bank that way are working in the bank for good amount of time and they are aware about the variety of the requirements of the customers. The employees in the bank / customer representatives in the bank get the details of the problem of the customer and understand the needs of the customers so that they can provide the solution to the customers. Hence fair percentage 51.11% of respondents strongly agreed that their specific needs are understood.

Provisions of financial advices
Good percentage 63.33% – Sum of Strongly agrees (36.67%) and agrees (26.67%) of respondents have agreed and mentioned that the bank is having provision for providing financial advices to the customers. The respondents mentioned that if required the bank employees can provide some assistance on the financial advises. However unlike some other banks they don’t have the provision of appointing a portfolio manager to provide assistance to the customer on the financial advises. Hence fair percentage 36.67% of respondents have strongly agreed and mentioned that the bank is having any facility for providing financial advices to the customers.
Efficiency and accuracy
Good percentage (60.67% – Sum of strongly agree (40.22%) and agree (20.44%)) of respondents have agreed that the bank processes the transaction with efficiency and accuracy. The respondents mentioned that as on date since they are transacting with the bank they have not came across any transaction of theirs or any of their friends or colleagues whose transactions were not processed accurately. Hence fair percentage 40.22% the respondents strongly agreed that the bank processes transactions accurately.

Faster log in facility
High percentage (78.00% – sum of strongly agree (57.33%) and agree (20.67%)) of respondents agreed that the login facility was quite faster. The respondents agreed that, the banks internet banking is an excellent feature provided by the bank to the customer. The internet login is very quick and faster. The customers mentioned that rarely they faced any situation where they tried to login to the banks website they faced any delays in login to the banks website. Hence good percentage (57.33%) of customers has strongly agreed that the login facility is faster.

Performance of Plastic cards (ATM, Debit/Credit):
Good percentage 68.44% – Sum of Strongly disagree (46.89%) and Disagree (21.56%) of respondents disagreed and mentioned that they were not very much satisfied with the plastic cards offered by the bank. The respondents mentioned that, the debit card that the bank issues with the savings account are the only cards that the users normally prefer to get it. The respondents mentioned that the debit cards the international debit cards and hence these can be used both nationally as well as internationally. However the respondents mentioned that the bank is not offering in the segment of credit cards. The respondents mentioned that the bank has to work in the area of credit card segment. They have to work in order to enter into the segment of good credit cards. Fair percentage (46.89%) of respondents strongly disagreed and mentioned that they were not very much satisfied with the plastic cards offered by the bank.

Transfer of Funds(NEFT, RTGS):
Substantial percentage (79.78% – Sum of strongly agree (57.56%) and agree (22.22%)) of respondents have agreed that online funds transfer through NEFT and RTGS was good facility provided by the bank. The respondents mentioned that using the internet banking they can transfer the funds from their account to any other account and also in similar manner receive money from another account. Thus this has helped to save a lot of time as the respondents don’t have to travel to the bank location, deposit the cheque or cash in the account by waiting in the queue. Thus this has helped to save the time and bring in efficiency and has made the process of money transfer very easy and quick.
Hence good percentage (57.56%) of respondents has strongly agreed online funds transfer through NEFT and RTGS was good facility provided by the bank.

Clearing Services (ECS-Credit/Debit)
Substantial percentage (75.33% – Sum of strongly agree (21.78%) and agree (53.56%)) of respondents have agreed that the clearing services of the bank are excellent. The facility is an excellent feature provided by the bank as the bank automatically performs the transaction as per the instructions given by the customers on the frequency informed by the customer. Hence the customer does not have to remember on the routine transactions and also does not have to waste time in such transaction. Thus good percentage (53.56%) of respondents has agreed that the clearing services of the bank are excellent.

Problem solving through instant information:
Good percentage (59.11% – Sum of strongly agree (41.56%) and agree (17.56%)) of respondents have agreed and mentioned that they would get their problem solved through instant information. The respondents mentioned that they would get the solution for their problem via instant information from the call center of the bank and sometimes from the employees too. The customers have to take efforts on their own and try to get the solution by either going through the website of the bank or through the call center of the bank. They would get instant information from the employees of the bank. Hence fair percentage (41.56%) of respondents have strongly agreed and mentioned that they would get their problem solved through instant information.

Bank insists on error-free transaction records:
Majority of respondents (76.44% – Sum of strongly agree (33.33%) and agree (43.11%)) have agreed that the bank insists on error free transaction records. The respondents mentioned that as on date they have not came across any transaction in which they had encountered errors. The respondents further mentioned that the employees in the bank are determined to process the transaction accurately and completely so that there are no errors in the transaction processing and the transactional records are correct. Fair percentage (43.11%) of respondents have agreed and mentioned that the bank insists on error free transaction records.

Electronic Bills payments:
Substantial percentage (81.33% – Sum of strongly agree (55.86%) and agree (25.78%)) of respondents have mentioned that the electronic bill payment facility provided by the bank is one of the best facility. The respondents mentioned that they can use the internet banking and make the payment of the electronic bills. Apart from this they can register the electronic bills that are required to be paid on the recurring frequency. And if the instructions are given to the bank, the bank will make the automatic payments for the registered bills. Hence this facility has helped to save a lot of time of the customers, which they otherwise had to waste or invest for making the electronic bill payments. Hence good percentage (55.86%) of respondents have strongly agreed and mentioned that the electronic bill payment facility provided by the bank is one of the best facilities.

Service charges are less:
High percentage (60.67% – Sum of strongly agree (40.67%) and agree (20.00%)) of respondents have agreed that service charges are less. The respondents mentioned that the bank is not charging high service charges. The respondents mentioned that in comparison to the service charges imposed by the other banks, the service charges imposed by the bank are comparatively less. Hence fair percentage 40.67% of employees has strongly agreed that the service charges are less.

Understanding customer expectation:
Good percentage (53.11% – Sum of strongly agree (38.44%) and disagree (14.67%)) of respondents have agreed and mentioned that customer expectations are understood. The respondents have mentioned that, the employees in the bank get the inputs from the customers visiting the bank and hence ultimately they are able to understand the expectations of the customer. Hence respondents were generally thinking that their expectation are understood by the bank
Findings related to customers opinion on security parameters in regards to the Saraswat Bank:
For evaluating the customer’s opinion on security parameters in regards to the Saraswat Bank, a detailed questionnaire comprising of 5 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like Security for ATMs, Online filling, Protection of banking transactions, Privacy / Confidentiality of the bank, Care in collection of personal information.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Security for ATMs
Majority of respondents (59.56% – Sum of strongly agree (46.89%) and agree (12.67%)) have agreed that, security for the ATMs was good for the bank. The bank mentioned that security guards are placed 365 by 24 by 7 outside the ATM. Hence the bank had ensured the security of the ATM. Apart from this CCTV cameras were installed inside the ATM to capture the details of the people coming in and going out of the ATM. Hence good percentage 46.89% has strongly agreed that the ATMs were secured.

Online Filing
Substantial percentage (76.44% – Sum of strongly agree (60.44%) and agree (16.00%)) of respondents have agreed that online filing facility is provided by the bank. The customers mentioned that using the online banking facility they can file their online returns of the income tax. Hence the employees were satisfied with this service as good amount of time is saved.
Hence good percentage 60.44% of employees strongly agree that online filing facility provided by bank is good one and has helped the customers of the bank.

Protection of banking transactions
Majority 78.22% (Sum of Strongly Agree (54.89%) and Agree (23.33%)) of respondents have agreed that the bank has taken appropriate measures for protection of banking transactions. The respondents mentioned whenever they used the internet banking they have always observed that the secured URL was shown in the URL bar. Further the bank has also seemed to have tied up with the secure payment gateways so that the online transactions performed using the credit cards or debit cards are secured and hence the customer’s transactions are protected. Hence good percentage 54.89% of respondents strongly agreed that the banking transactions are protected.
Privacy / Confidentiality of the bank
Substantial percentage (87.11% – Sum of strongly agree (64.67%) and agree (22.44%)) of respondents have agreed that the bank maintains the confidentiality and privacy of the customers of the bank. The respondents mentioned that the bank ensures that all the customer related data is kept confidential and is not at all shared with anyone else, even if the other person requesting the information is a premium customer of the bank. High percentage (64.67%) of respondents has strongly agreed that the bank maintains the confidentiality and privacy of the customers of the bank.

Care in collection of personal information:
High percentage (86.44% – Sum of strongly agree (59.11%) and agree (27.33%)) of respondents have agreed that the bank ensures to take care in collection of personal information. The respondents mentioned that the employees of the bank ensure that appropriate care is taken and ensured that the data is collected appropriately and the data is kept confidential. Hence good percentage 59.11% of respondents have strongly agreed that appropriate care in collection of personal information is taken by the bank.

Findings related to customers opinion on quality of service parameters in regards to the Saraswat Bank:
For evaluating the customer’s opinion on quality of service parameters in regards to the Saraswat Bank, a detailed questionnaire comprising of 6 questions was drafted. The customers were requested for their response for each of the question. The questions that were drafted to assess the customer’s opinion in regards to the parameters like Customer friendly environment at Bank, Customer feedback services, Capable of solving complaints adequately, Special services for the elders and disabled, Satisfied with the overall technological services of your bank.

The contribution of new technology to the success of banks is high.

The customers were requested to respond to each of the question in one of the category among the following multiple categories –
Strongly Agree
Agree
Neutral
Disagree and
Strongly Disagree.

Based on the responses obtained from the customers following are the findings
Customer friendly environment at Bank
Good percentage (50.22% – Sum of strongly agree (34.67%) and agree (15.56%)) of respondents have agreed and mentioned that the environment in the bank is a bit customer friendly. Some of the employees act friendly with the customers, while some of the employees don’t act friendly. Some of employees in the bank are not interested to create or develop friendly relationship with the customers in the bank and some are interested. On account of this attitude and approach of the employees in the bank, the environment in the bank is a bit customer friendly. Hence fair percentage 34.67% of respondents have strongly agreed and stated that the environment in the bank is a bit customer friendly.

Customer feedback services:
Fair percentage (51.11% – sum of strongly agree (22.67%) and agree (28.44%)) of respondents have agreed and mentioned that the bank is keen on obtaining the customer feedback on the services provided by the bank. The bank is concerned about the feedback from the customer. Hence fair percentage 28.44% of respondents have agreed and mentioned that the bank is keen on obtaining the customer feedback on the services provided by the bank.

Capable of solving complaints adequately:
Good percentage of respondents (63.78% – Sum of strongly agree (46.89%) and agree (16.89%)) agreed that the employees in the bank have the capability to solve the customers complaints adequately. The respondents mentioned that, the employees in the bank have the adequate knowledge and experience in the job profile that they are into. On account of this the employees in the bank have the capability to resolve the complaints of the customers. Hence fair percentage (46.89%) of respondents has strongly agreed that the bank employees are capable of solving complaints adequately.

Special services for the elders and disabled:
Good percentage of respondents (52.00% – Sum of strongly agree (32.67%) and agree (19.33%)) have agreed that the bank offers special services for the elders and disabled. The respondents mentioned that there are special schemes launched by the bank specifically considering the elder people / senior citizens. One of the example of the additional benefit granted to the senior citizens is the additional rate of interest on the fixed deposits as compared to the rate offered to the customers who are not in this category. Hence fair percentage (32.67%) of respondents have strongly agreed and mentioned that special services for the elders and disabled are offered by the bank.

Satisfied with the overall technological services of your bank:
Good percentage (64.89% – Sum of strongly agree (45.11%) and agree (19.78%)) of respondents agreed and mentioned that they were satisfied with the overall technological services of the bank.
The respondents mentioned that overall the technology that the bank has deployed (e.g. internet banking, secured payment gateways, ATMs, cash counting machines, passbook filling machines etc.) has helped the customers a lot to save their time and bring in efficiency in their banking transactions. Hence good percentage (45.11%) of respondents strongly agreed and mentioned that overall they were satisfied with the technology implemented by the bank.

The contribution of new technology to the success of banks is high:
Substantial percentage (78.44% – Sum of strongly agree (52.22%) and agree (26.22%)) of respondents have agreed that the new technology has led to the success of the bank. The new technology implementation has surely helped to attract the customers. As appropriate security measures are taken the customers are confident to use the new technology. Apart from this the implementation of new technology has helped to bring in efficiency for the bank employees. With the implementation of ATMs, the load over the bank staff especially the person validating the vouchers filled by the customer and the cashier has reduced dramatically. On account of this they can focus on other areas and helps to cater to other services. Hence good percentage of respondents 52.22% of strongly agreed and mentioned that the new technology has led to the success of the bank.

Conclusion
From the data analysis and findings regarding customer satisfaction especially in regards to the Bank of Maharashtra and Saraswat Bank, the researcher has drawn conclusions. To assess the same, a questionnaire was prepared which was focusing on multiple aspects like –
1. General Parameters – Including parameters like
Location of the Bank
Sufficient number of ATM machines
Cash counting machines
Counter partitions in bank and its branches
The employees approach
2. Reliability – Including parameters like
The bank website does not freeze
Information provided on website
Up to date content
Process of transactions
Wide range of products and services
3. Responsiveness – Including parameters like
Really care about the fate of this organization
This is the best organization for work
Deciding to work for this bank was definite mistake
Staff Cooperation & behavior
Complaints are handled very promptly
Frequency of response
Relationship with customer
4. Service Initiation – Including parameters like
Customer service representative
Bank performs the services right the first time
Quick confirmation
Our requests are handled promptly
Politeness and friendly staff
Employees are always willing to help you.

Experienced management team.

Presence Geographically
5. Empathy – Including parameters like
Time bound work of employee
Help desks, call centers of bank
Specific needs understood
Provisions of financial advices
Efficiency and accuracy
Faster log in facility
Performance of Plastic cards(ATM, Debit/Credit)
Transfer of Funds(NEFT, RTGS)
Clearing Services(ECS-Credit/Debit
Problem solving through instant information
Bank insists on error-free transaction records
Electronic Bills payments
Service charges are less
Understanding customer expectation
6. Security – Including parameters like
Security for ATMs
Online filling
Protection of banking transactions
Privacy / Confidentiality of the bank
Care in collection of personal information
7. Quality of service – Including parameters like
Customer friendly environment at Bank
Customer feedback services
Capable of solving complaints adequately
Special services for the elders and disabled
Satisfied with the overall technological services of your bank
The contribution of new technology to the success of banks is high
Sample size of 450 was selected for customers having bank account in Bank of Maharashtra and sample size of 450 was selected for customers having bank account in Saraswat bank and based on the responses received, researcher has drawn following conclusions:
Location of the Bank
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the location of the bank. However considering the percentage of agreement on the satisfaction for the location of bank, the customers were more satisfied with the location of Bank of Maharashtra as compared to the Saraswat Bank.

Sufficient number of ATM machines
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the number of ATM machines. However considering the percentage of agreement on the satisfaction for the number of ATM machines, the customers were more satisfied with the number of ATM machines of Bank of Maharashtra as compared to the Saraswat Bank.

Cash counting machines
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the cash counting machines for bank of Maharashtra and were not satisfied with the cash counting machine for saraswat bank. Hence considering the percentage of agreement on the cash counting machines, the customers were more satisfied with the cash counting machines of Bank of Maharashtra as compared to the Saraswat Bank.

Counter partitions in bank and its branches
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the counter partitions in bank and its branches.

However considering the percentage of agreement on the cash counting machines, the customers of Saraswat bank were slightly more satisfied with the counter partitions in bank and its branches than the customers of Bank of Maharashtra.

The employees approach
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were not satisfied with the employees approach. However considering the percentage of satisfaction in regards to employee approach, customers of bank of Maharashtra were less satisfied with the employee approach as compared to the Saraswat bank.

The bank website does not freeze
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied that the bank website does not freeze. However considering the percentage of agreement on the satisfaction in regards to freezing of the bank website, the customers of Bank of Maharashtra were more satisfied as compared to the Saraswat Bank.

Information provided on website
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the information provided on the website. However considering the percentage of agreement on the satisfaction in regards to the information provided on website, the customers of Bank of Maharashtra were slightly less satisfied as compared to the Saraswat Bank.

Up to date content
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the up to date content on the website. However considering the percentage of agreement on the satisfaction in regards to the up to date content on website, the customers of Bank of Maharashtra were slightly less satisfied as compared to the Saraswat Bank.

Process of transactions
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the processing of transactions. However considering the percentage of agreement on the satisfaction in regards to the process of transactions, the customers of Bank of Maharashtra were slightly less satisfied as compared to the Saraswat Bank.

Wide range of products and services
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the wide range of products and services. However considering the percentage of agreement on the satisfaction in regards to the wide range of products and services, the customers of Bank of Maharashtra were more satisfied as compared to the Saraswat Bank.

Really care about the fate of the organization
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were of the opinion that the employees were not really caring about the fate of the organization. However considering the percentage of agreement among the customers, the customers of Bank of Maharashtra were morein agreement that the employees of bank of Maharashtra were less caring about the fate of the organization as compared to the employees of the Saraswat Bank.

This is the best organization to work
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were of the opinion that these are the best organizations to work. However considering the percentage of agreement on the satisfaction level in regards to the organization to work, the customers of Bank of Maharashtra were more satisfied as compared to the Saraswat Bank.

Deciding to work for this organization was definite mistake
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were of the opinion that deciding to work for this organization was not a mistake.
However considering the percentage of agreement on the satisfaction level in regards to this parameter, the customers of Bank of Maharashtra were morein agreement as compared to the Saraswat Bank.

Staff Co-operation and behavior:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers of Bank of Maharashtra were of the opinion that the staff was not co-operative while the customers of saraswat bank were of the opinion that the staff was co-operative.
Complaints were handled promptly
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers of bank of Maharashtra were of the opinion that their complaints were not handled promptly while the customers of saraswat bank mentioned that their complaints were handled promptly.

Frequency of response
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers of bank of Maharashtra were not satisfied with the frequency of response from the employees of the bank, while the customers of saraswat bank mentioned that they were satisfied with the frequency of response.

Relationship with customer
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers of bank of Maharashtra were of the opinion that the employee in the bank were not interested in building relationship with the customers, while the customers of saraswat bank mentioned that some of the employees in the saraswat bank were interested to build relationship with the customer. Comparing the percentage, customers of saraswat bank were more satisfied on this parameter as compared to the customers of bank of Maharashtra.

Customer service representative
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers of bank of Maharashtra as well as the customers of Saraswat bank were not satisfied with the customer service representative.
Considering the percentage it was noted that the customers of bank of Maharashtra were more dissatisfied with the customer service representative than the customers of Saraswat bank.

Bank performs service right at first time:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers of bank of Maharashtra as well as the customers of Saraswat bank were satisfied and mentioned that the bank performs the service right at the first time. Considering the percentage it was noted that the customers of Saraswat Bank were more in agreement that the bank performs the service right at the first time as compared to the customers of bank of Maharashtra.

Quick Confirmation
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the quick confirmation provided by the bank. However considering the percentage of agreement on the satisfaction for the quick confirmation, the customers were more satisfied with the quick confirmation provided by Bank of Maharashtra as compared to the confirmation provided bySaraswat Bank.

Our request are handled promptly
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were of the opinion that their request were not handled promptly. Almost same percentage of customers both from bank of Maharashtra and Saraswat Bank were of the opinion their request were not handled promptly.

Politeness and friendly staff
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were of the opinion that the staff was not polite and friendly. Almost same percentage of customers both from bank of Maharashtra and Saraswat Bank were of the opinion the staff was not friendly and polite. However there is a minor difference and as per the percentage staff in bank of Maharashtra was less polite and friendly than staff at saraswat bank.

Employees are always willing to help you:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were of the opinion that the employees are not willing to help the customers. Almost same percentage of customers both from bank of Maharashtra and Saraswat Bank were of the opinion the staff is not willing to help. However there is a minor difference and as per the percentage staff in bank of Maharashtra was having lesser willingness to help the customers than staff at saraswat bank.

Experienced management team:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed that the management team was experienced. However considering the percentage of agreement, higher level of agreement was in favour of Bank of Maharashtra as compared to the Sarawat Bank.

Presence Geographically:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed that the Bank of Maharashtra was having geographical presence whereas Saraswat Bank was not having the presence geographically.

Time bound work of employee
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed that the employees worked in a time bound manner. However considering the percentage of agreement, lower level of agreement was for the staff of Bank of Maharashtra as compared to the staff of Sarawat Bank.

Help desk, call centers of bank
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed that the banks had good call centers and help desks.

However considering the percentage of agreement on the help desk and call centers, the customers were more satisfied with the helpdesk and call center for Bank of Maharashtra as compared to the help desk and call centers for Saraswat Bank.

Specific needs understood
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed that the specific needs of the customer were understood. However considering the percentage of agreement that the customers needs were understood, the customers were more satisfied with the employees of Saraswat bank in a substantially more percentage as compared to the Saraswat Bank.

Provision of financial advices:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed that in saraswat bank there was provision of financial advice, whereas there was no provision of financial advise in Bank of Maharashtra.

Efficiency and Accuracy:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed on the parameter for efficiency and accuracy of processing of the transactions. However considering the percentage of agreement, the customers of Sarawat Bank were more satisfied on this parameter as compared to the customers of Bank of Maharashtra.

Faster login facility:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed on the parameter for faster login facility. However considering the percentage of agreement, the customers of Bank of Maharashtra were more satisfied on this parameter as compared to the customers of Saraswat Bank.

Performance of plastic cards:
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers disagreed and mentioned that they were not very much happy with the performance and variety of the plastic cards especially in the credit card section. However considering the percentage of disagreement, the customersofSaraswat Bank were more dissatisfied than the customers of Bank of Maharashtra in regards to the performance of the plastic cards.

Transfer of funds (NEFT / RTGS):
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the feature of transfer of funds.
However considering the percentage of agreement, the customers of Bank of Maharashtra were more satisfied on this parameter as compared to the customers of Saraswat Bank.

Clearing services (ECS – Credit / Debit)
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the feature of clearing services (ECS – Credit / Debit). However considering the percentage of agreement, the customers of Bank of Maharashtra were more satisfied on this parameter of clearing services, as compared to the customers of Saraswat Bank.

Problem solving through instant information
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers of Bank of Maharashtra were not in agreement that the problem was solved through instant information, whereas the customers of Saraswat Bank were in agreement that the problem was solved using instant information.

Bank insists on error free transaction records
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers agreed that the bank insists on error free transaction transaction records. However considering the percentage of agreement, the customers of Sarawat Bank were more in agreement than the customers of Bank of Maharashtra in regards to the parameter that the bank insists on error free transaction records.

Electronic Bill Payment
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the facility of the electronic bill payment. However considering the percentage of agreement, the customers of Bank of Maharashtra were more in agreement than the customers of Saraswat Bank in regards to the parameter for the electronic bill payments.

Electronic Bill Payment
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied with the facility of the electronic bill payment. However considering the percentage of agreement, the customers of Bank of Maharashtra were more in agreement than the customers of Saraswat Bankin regards to the parameter for the electronic bill payments.

Service Charges are less
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed that the service charges imposed by the bank are less. However considering the percentage of agreement, the customers of Bank of Maharashtra were more in agreement than the customers of Saraswat Bankin regards to the parameter for the service charges. The charges imposed by Bank of Maharashtra were comparatively less than the service charges imposed by Saraswat Bank.

Understanding customer expectation
Considering the response from the respondents for Saraswat Bank, the customers were satisfied and mentioned that their expectations were understood by the bank, however the customers of bank of Maharashtra mentioned that their expectations were not understood by the bank. Although the customers on Saraswat Bank were satisfied, considering the percentage of satisfaction it is not very great. Hence the respondents would also like to have an improvement in regards to the Saraswat Bank on this parameter.

Security of ATM
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed that the bank has deployed security guards at the ATM. However considering the percentage of agreement, the customers of Bank of Maharashtra were more in agreement than the customers of Saraswat Bank in regards to the parameter for security of ATM.
Online filing
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed with the feature provided by the bank for online filling.
However considering the percentage of agreement, the customers of Bank of Maharashtra were more in agreement than the customers of Saraswat Bank in regards to the parameter for facility provided by bank for online filing.
Protection of banking transaction
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed with the parameter for the protection of banking transaction. However considering the percentage of agreement, the customers of Bank of Maharashtra were slightly more in satisfied than the customers of Saraswat Bank in regards to the parameter for protection of banking transaction.
Privacy / Confidentiality of the bank
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed with the parameter for the privacy / confidentiality of the bank. However considering the percentage of agreement, the customers of Bank of Maharashtra were slightly more in satisfied than the customers of Saraswat Bank in regards to the parameter for privacy / confidentiality of the bank.

Care in collection of personal information
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed with the parameter for care in collection of personal information. However considering the percentage of agreement, the customers of Saraswat Bank were more in satisfied than the customers of Bank of Maharashtra in regards to the parameter for care in collection of personal information.

Customer friendly environment at the bank
Considering the response from the respondents for Saraswat Bank, the customers were satisfied and mentioned that the environment in the bank was customer friendly, however the customers of bank of Maharashtra mentioned that the environment in the bank is not customer friendly. Although the customers on Saraswat Bank were satisfied, considering the percentage of satisfaction it is not very great. Only half of the respondents were satisfied and agreed that the environment at the bank was customer friendly.

Hence the respondents would also like to have an improvement in regards to the Saraswat Bank on this parameter as well as the Bank of Maharashtra.

Customer feedback services
Considering the response from the respondents for Saraswat Bank, the customers were satisfied and mentioned that they were satisfied with customer feedback services, however the customers of bank of Maharashtra mentioned that theywere not satisfied with the customer feedback services. Although the customers on Saraswat Bank were satisfied, considering the percentage of satisfaction it is not very great. Just more than half of the respondents were satisfied and agreed that they were satisfied with the customer feedback services. Hence the respondents would also like to have an improvement in regards to the Saraswat Bank on this parameter as well as the Bank of Maharashtra.

Capable of solving complaints adequately
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed with the parameter for capable of solving complaints adequately. However considering the percentage of agreement, the customers of Bank of Maharashtra were slightly lesssatisfied than the customers of Saraswat Bank in regards to the parameter forcapability of solving customer complaints.

As per the customers the employees of saraswat bank were more cable of solving the problems of the customers than the employees of Bank of Maharashtra.

Special services for the elders and disabled
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed with the parameter for special services for the elders and disabled. However considering the percentage of agreement, the customers of Bank of Maharashtra were slightly moresatisfied than the customers of Saraswat Bank in regards to the parameter forspecial services for the elders and disabled. The customers were of the opinion that some more special services for the elders and disabled were provided by Bank of Maharashtra in comparision to the saraswat bank.

Satisfied with the overall technological services of your bank
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed that they were satisfied with overall technological services of the bank. However considering the percentage of agreement, the customers of Bank of Maharashtra were more satisfied than the customers of Saraswat Bank in regards to the parameter for overall satisfication of the technological services.

The contribution of new technology to the success of banks is high
Considering the response from the respondents for both Bank of Maharashtra and Saraswat Bank, the customers were satisfied and agreed that the new technology has helped for the success of the bank. However considering the percentage of agreement, the customers ofsaraswat bank were more in agreement on this parameter as compared to the respondents of Bank of Maharashtra.

Suggestions:
Bank of Maharashtra: The customers were of the opinion that the upcoming schemes and offers are not published on the website, only the current ones are published. The customers were of the opinion that they would like to know the upcoming offers that the bank will be offering to the customers. Currently the same is not done by the bank and the bank should start publishing the upcoming schemes and offers on the website.

Saraswat Bank: The customers were of the opinion that the upcoming schemes and offers are not published on the website, only the current ones are published. The customers were of the opinion that they would like to know the upcoming offers that the bank will be offering to the customers. Currently the same is not done by the bank and the bank should start publishing the upcoming schemes and offers on the website.

Bank of Maharashtra: The customers were of the opinion that FAQs on the website are not updated periodically. Hence the customers mentioned that a re-look / update is required on the FAQ’s posted on the banks website. Further the customers also mentioned that periodically the bank should take a look at the FAQs and check if anything is required to be updated in the list of FAQs updated on the website. This would ultimately help the bank as if the customers get the solution for their query on the banks website they will come to the bank or get in touch with the customer care of the bank for their query and ultimately it will help in reducing the work pressure on the employees of the bank or customer care executives.

Saraswat Bank: The customers were of the opinion that FAQs on the website are not updated periodically. Hence the customers mentioned that a re-look / update is required on the FAQ’s posted on the banks website. Further the customers also mentioned that periodically the bank should take a look at the FAQs and check if anything is required to be updated in the list of FAQs updated on the website. This would ultimately help the bank as if the customers get the solution for their query on the banks website they will come to the bank or get in touch with the customer care of the bank for their query and ultimately it will help in reducing the work pressure on the employees of the bank or customer care executives.

Bank of Maharashtra: The customers were satisfied with the processing of the transaction through the online channel. However the transactions processing at the bank must be performed in a decent timeframe. Efforts are required to expedite the processing of transactions at the bank.

Saraswat Bank: The customers were satisfied with the processing of the transaction through the online channel. However the transactions processing at the bank must be performed in a decent timeframe. Efforts are required to expedite the processing of transactions at the bank.

Bank of Maharashtra: The customers were not very much satisfied with the options provided in the category of plastic cards especially the credit cards. The competitors are far ahead in regards to this as they have good variety with a lot of offers provided for using the credit cards. The bank need to work on this domain and introduce new cards and offers which would attract the customers.

Saraswat Bank: The customers were not very much satisfied with the options provided in the category of plastic cards especially the credit cards. The competitors are far ahead in regards to this as they have good variety with a lot of offers provided for using the credit cards. The bank need to work on this domain and introduce new cards and offers which would attract the customers.

Bank of Maharashtra: The customers of Bank of Maharashtra were of the opinion that the bank does not have facility for provision of financial services to the customers. The employees in the bank could suggest some of the advices to the customers if asked for, but there was noseparate department for providing the guidance. Hence the bank must work on creation of a team which would provide the financial advices to the customers. This would ultimately help the bank to retain the customers as well as attract new customers and get new business.

Saraswat Bank: The customers of Bank of Maharashtra were of the opinion that the bank has the facility for provision of financial services to the customers. However the customers were of the opinion that they would appreciate if the bank could deploy more competent and experienced personnel in this team for providing the financial assistance to the customers. This would help the bank in turn to retain the customers as well as get new customers.

Bank of Maharashtra: The customers mentioned that the employees of bank of Maharashtra worked only in the timeframe / office hours. The employees were not willing to wait after the office hours and work for completing the work. They rarely extended and worked to get the work done. Hence efforts are required for changing the mindset of the employees. Employees must extent beyond the working hours at least on specific instances and try that the customers are not required to re-visit just for a small piece of work. This would ultimately help the bank as it will create a positive impact in the mind of the customer.
Saraswat Bank: The customers mentioned that the employees of Saraswat Bank worked only in the timeframe / office hours. The employees were not rarely used to wait after the office hours and work for completing the work. They rarely extended and worked to get the work done. Hence efforts are required for changing the mindset of the employees. Employees must extent beyond the working hours atleast on specific instances and try that the customers are not required to re-visit just for a small piece of work. This would ultimately help the bank as it will create a positive impact in the mind of the customer.
Bank of Maharashtra: The customers were of the opinion that staff in the bank is not very co-operative and friendly with the customers. Efforts are required from the management to enforce the thought process amongst the employees of the bank that they should be very co-operative with the customers visiting the bank and it is their prime responsibility to cater to the requirements of the customers. It should also be communicated to the employees that they should enhance the level of relationship with the customers visiting the bank as this would ultimately help the bank as this will ultimately create a trust in the mind of the customers and they would like to continue with the bank instead of switching to the other banks.

Saraswat Bank: The respondents mentioned that the employees in the bank are that way co-operative, however there is a scope of improvement. The customers were of the opinion that staff in the bank is need to be more co-operative and friendly with the customers visiting the bank. Efforts are required from the management to enforce the thought process amongst the employees of the bank that they should be very co-operative with the customers visiting the bank and it is their prime responsibility to cater to the requirements of the customers. It should also be communicated to the employees that they should enhance the level of relationship with the customers visiting the bank as this would ultimately help the bank as this will ultimately create a trust in the mind of the customers and they would like to continue with the bank instead of switching to the other banks.

Bank of Maharashtra: The respondents were not very much happy with the response rate. The employees did not respond to the customers in timely manner. Efforts are required to be taken to work on this area and increase the response rate for providing the resolution to the customers. The management can also link this to the employee appraisal. Might be this could help in increasing the response rate of the employees to the queries of the customers.

Saraswat Bank: The respondents mentioned that cash counting machines are required to the increased / added up / installed in the branches especially in the remote locations to increase the efficiency of the employees of the bank as well as providing quicker services to the customers. This will ultimately help to increase the satisfaction level amongst the customers of the bank which ultimately would lead to retention of the customers as well as attract new customers.

Bank of Maharashtra: The customers of bank of Maharashtra were not happy with the customer service representatives. Efforts are required to be taken to train the customers service representatives, so that they can deal effectively with the customers. Further they must also be trained on behavioral skills, so that they can build good professional relationship with the customers of the bank. This would again ultimately help the bank.
Saraswat Bank: The customers of bank of Maharashtra were not very much satisfied with the behavior and attitude of the customer service representatives. Efforts are required to be taken to train the customer’s service representatives, so that they can deal effectively with the customers. Further they must also be trained on behavioral skills, so that they can build good professional relationship with the customers of the bank. This would again ultimately help the bank.
Saraswat Bank: The bank needs to increase its geographical presence. This would ultimately help the bank to increase its customer base.