Analysis of Data collected from customers

1.1 The respondents were asked for how many years were they associated with this bank. Table 1.1: Respondents association with the bank Number of years
Less than 1 year 1 -3 years 3 5 years More than 5 years

Number of respondents of SBI

15 35 30 20

Number of respondents of ING VYSYA

30 40 20 10

40 35 30 25
20 15 10 5 0

SBI
ING VYSYA

less than 1 year

1 - 3 years

3 - 5 years

more than 5 years

1.2 The respondents were asked about the type of account they have in the bank.

Table 1.2 Type of account held in bank Name of Account Number of respondents of SBI
40 20 25 15

Number of respondents of ING VYSYA

20 35 15 30

Savings Current Fixed deposits Salary

0 5 0

25 20 15 10 5 0

savings

current

fixed deposits

salary

Graph 1.2: Number of type of accounts held in banks

SBI ING YSYA

1.3 The respondents were asked to rate the satisfaction level with the documentation work while opening the bank account

Table 1.3: satisfaction level with the documentation work while opening the bank account

Satisfaction level
Strongly Agree Agree Neutral Disagree Strongly disagree

Number of respondents of SBI 10 30 35 15 10

Number of respondents of ING VYSYA 20 35 20 15 10

5 0

25

20 SBI 15 10 5 0 strongly agree agree neutral disagree srrongly disagree ING YSYA

1.4 The respondents were asked to rate the satisfaction level of the interest rate given to them on their account.

Table 1.4: satisfaction level of the interest rate given to them on their account

Satisfaction level Strongly agree Agree Neutral Disagree Strongly disagree

Number of respondents Number of respondents of SBI of ING VYSYA 10 40 25 20 5 10 25 40 20 5

40

5
0

25
20 5

0
5

0 strongly agree agree neutral disagree strongly disagree

SBI ING YSYA

1.5 The respondents were asked to rate the satisfaction level of the interest rate charged to them on their account.

Table 1.5: satisfaction level of the interest rate charged to them on their account

Satisfaction level Strongly agree Agree Neutral Disagree Strongly disagree

Number of respondents Number of respondents of SBI of ING VYSYA 10 10 35 30 15 10 15 20 35 20

35 0


25 20 I

15 10 5 0 ING VY YA

strongly agree

agree

neutral

disagree

strongly disagree



1.6 The respondents were asked if they were charged unnecessarily for not maintaining minimum balance in their account.

Table 1.6: satisfaction level of unnecessary charges being charged

Satisfaction level Strongly agree Agree Neutral Disagree Strongly disagree

Number of respondents Number of respondents of SBI of ING VYSYA 15 35 35 10 5 25 40 20 10 5

35

30
25 20

15 10
5 0

SBI ING VYSYA

strongly agree

agree

neutral

disagree

strongly disagree

1.7 The respondents were asked if they were given various guidelines with their advantages or not. Table 1.7: satisfaction level of various guidelines given in bank

Satisfaction level Strongly agree Agree Neutral Disagree Strongly disagree

Number of respondents Number of respondents of SBI of ING VYSYA 15 25 40 15 5 20 35 25 15 5

40 35

30
25 20

SBI ING VYSYA

15 10
5 0

strongly agree

agree

neutral

disagree

strongly disagree

1.8 The respondents were asked if they were satisfied with the facilities they were availing at their bank.

Table 1.8: satisfaction level of the facilities being availed from both the banks

Satisfaction level Strongly agree Agree Neutral Disagree Strongly disagree

Number of respondents Number of respondents of SBI of ING VYSYA 10 20 40 20 10 35 25 20 15 5

40
35 30

25

20 15

I


ING VY YA

10 5
0

strongly agree

agree

neutral

disagree

strongly disagree

1.9 The respondents were asked to rank their preference if their bank provided them with QUICK AND FAST services on the scale of 1-5. Table 1.9: ranking based on preference for QUICK AND FAST services

Satisfaction level 1 2 3 4 5

Number of respondents Number of respondents of SBI of ING VYSYA 10 15 25 30 20 25 30 20 15 10

30

25
20

15 10
5

SBI ING VYSYA

0
1 2 3 4 5

1.10 The respondents were asked to rank their preference for CREDIBILITY of their bank on the scale of 1-5. Table 1.10: ranking based on preference for CREDIBILITY of the bank

Satisfaction level 1 2 3 4 5
40 35 30

Number of respondents Number of respondents of SBI of ING VYSYA 30 40 20 5 5 10 15 20 30 25

25 20
5 0 SBI ING VYSYA

 

5 0
2 3 4 5

1.11 The respondents were asked to rank their preference for BRAND IMAGE of their bank on the scale of 1-5. Table 1.11: ranking based on preference for BRAND IMAGE of the bank

Satisfaction level 1 2 3 4 5

Number of respondents Number of respondents of SBI of ING VYSYA 40 30 20 5 5 10 15 30 30 15

40 35
30 25 20

SBI ING VYSYA

15 10
5 0

1.12 The respondents were asked to rank their preference for RELIABILTY of their bank on the scale of 1-5. Table 1.12: ranking based on preference for RELIABILITY of the bank

Satisfaction level 1 2 3 4 5

Number of respondents Number of respondents of SBI of ING VYSYA 35 30 25 5 5 10 15 35 30 10

35

30
25 20 SBI

15
10 5

ING VYSYA

0
1 2 3 4 5

1.13 The respondents were asked to rank their preference for FINANCIAL RETURNS from their bank on the scale of 1-5. Table 1.13: ranking based on preference for FINANCIAL RETURNS of the bank

Satisfaction level 1 2 3 4 5
5

Number of respondents Number of respondents of SBI of ING VYSYA 15 20 25 20 10 15 20 25 25 10

15
SBI 10 ING VYSYA

0
1 3 4 5

1.14 The respondents were asked to rank their preference for COURTSEY/RESPONSIVENESS of their bank on the scale of 1-5. Table 1.14: ranking based on preference for COURTSEY/ RESPONSIVENESS of the bank

Satisfaction level 1 2 3 4 5
40 35

Number of respondents Number of respondents of SBI of ING VYSYA 20 20 30 20 10 40 30 20 5 5

30 25
20 15 10

SBI
ING YSYA

5 0
1 2 3 4 5

1.15 The respondents were asked to rank their preference for SECURITY of their bank on the scale of 1-5. Table 1.15: ranking based on preference for SECURITY of the bank

Satisfaction level 1 2 3 4 5
40 35 30

Number of respondents Number of respondents of SBI of ING VYSYA 40 30 15 10 5 15 15 30 20 20

25 20
5 0 SBI ING VYSYA

"

" "

5 0
2 3 4 5

1.16 The respondents were asked if they have taken any LOAN from their bank. Table 1.16: LOAN taken from both the banks

Answer Yes No

Number of respondents Number of respondents of SBI of ING VYSYA 70 30 70 30

70 60

50
40 30 SBI ING VYSYA

20 10
0

yes

no

1.17 The respondents were asked if they were satisfied in time taken in sanctioning the loan by their banks Table 1.17: satisfaction level in time taken in sanctioning loan

Satisfaction level Highly satisfied Satisfied Somewhat satisfied Dissatisfied Highly dissatisfied
25

Number of respondents Number of respondents of SBI of ING VYSYA 10 20 25 10 5 25 20 10 10 5

20

15 SBI

10

ING VYSYA

% $ #

$$

% $

$$

% $ $ % &$

% $

highl ati fi d

ati fi d

m what ati fi d

di ati fi d

highl di ati fi d

% $ #

1.18 The respondents were asked if they were satisfied with their loan schemes provided by their banks Table 1.18: satisfaction level with the loan schemes

Satisfaction level Highly satisfied Satisfied Somewhat satisfied Dissatisfied Highly dissatisfied

Number of respondents Number of respondents of SBI of ING VYSYA 20 25 10 10 5 30 20 10 5 5

30
25 20

15 10
5 0

SBI ING VYSYA

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((

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1.19 The respondents were asked if they were satisfied with their loan interest rates of their banks Table 1.19: satisfaction level with loan interest rates

Satisfaction level Highly satisfied Satisfied Somewhat satisfied Dissatisfied Highly dissatisfied

Number of respondents Number of respondents of SBI of ING VYSYA 5 10 25 15 15 5 5 20 30 10

30
25 20

15 10
5 0

SBI ING VYSYA

3 2 1

22

3 2

22

3 2 2 3 42

3 2

highl ati fi d

ati fi d

m what ati fi d

di ati fi d

highl di ati fi d

3 2 1