CUSTOMER SATISFACTION AT PUNJAB NATIONAL BANK

A MAJOR PROJECT

Submitted in partial Fulfillment f t!e re"uirement# f r BBA$Ban%in& 'In#uran(e) Seme#ter *It! Pr &ramme f +,+,S,Indrapra#t!a Uni-er#it./ 0el!i, $SESSION 122341251)

SUBMITTE0 B674 BBA$B'I)4Seme#ter4*It! Enr l n ,

0EL8I INSTITUTE OF RURAL 0E*ELOPMENT $0,I,R,0,) $Affiliated 9it! +,+,S,I,P, Uni-er#it. :0el!i)

0e(larati n

I hereby declare the major project report, entitled Cu#t mer Sati#fa(ti n at PNB Ban%, is based on my original study and has not been submitted earlier for any degree or diploma of any university. The work of author, wherever used, has been acknowledged at appropriate place.

Place !"#$I !ate '''''...

%andidate&s signature (ame "nrol. ()

%ountersigned

(ame *s. +hika Patheja +upervisor !elhi %ollege of ,ural !evelopment

PREFACE +ummer training is a very important part of an --. curriculum. It provides an optimistic iconography for /0uture& e1istence through which students are able to see the real industrial environment which gives an opportunity to relate theory with practice. +everal features of this report are designed to make it particularly easy for professionals and students to understand the customer&s perception about the financial products and services offered by the bank. .n empirical field approach complementing the te1t is followed This report presents highly technical subject matter without comple1 formulas by using a balance of te1t and figures. The appro1imately 23 figures accompanying the te1t provide a visual and intuitive opportunity for understanding the material. Important points are highlighted at appropriate places to stress their importance. The appendi1es are intended to provide 4uick reference material or a review of materials needed to understand the concepts discussed in this report. *y project work has been successfully accomplished due to cooperative efforts of many people .I would like to pay my sincere gratitude and thanks to !irector +ir (arendra *ohan. I also thanks to !irector sir *r. Narendra M !an,I would like to e1press my sincere gratitude to *s.Si%!a Pat!e;a 5project guide6 for constantly guiding me and acting as my mentor during the course of my project and tackling variety of hurdles with implicit patience throughout my research project interest in the project infused in my great inspiration and confidence in taking up this study in right direction .without his overall guidance and help the project may have seen to be completed. In the end, I also want to thanks my find for their support and help during the project.

Table Of C ntent

C ntent# Introduction of PNB Bank Re-ie9 f Literature Ob;e(ti-e f Stud. S( pe f Stud. Re#ear(! Met! d l &. Limitati n 0ata Anal.#i# ' Interpretati n C n(lu#i n Re( mmendati n Bibli &rap!. Anne<ure

Pg.no 1-27 28-32 33 34 35-38 39 40-45 46 47