ccccccccccccccccccccccccccccSTUDY ON
MEASUREMENT OF CUSTOMER
SATISFACTION IN BANKING SECTOR : A
STUDY ON STANDARD CHARTERED BANK
KOLKATA
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PRITY PODDER
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TUDENT DETAILc
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Name : PRITY PODDER
Course : Masters in Business Administration
Session : 2008-2010
Roll No : 08232009012
Reg. No : 082320710030
Specialization :
cMajor: Marketing
cMinor: Human Resource
Institute : Future Business School
University :West Bengal University of Technology
Industry Guide :
Mr. MALAY LAHERI
SENIOUR EXECUTIVE OF IMRB INTERNATIONAL
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Project Mentor : Prof. MS. SUMANA ROY
Prof. MR. ANIRBEN MAJUMDAR
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DECLARATION
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͚MEASUREMENT OF CUSTOMER SATISFACTION IN
BANKING SECTOR : A STUDY ON STANDARCHARTERED
BANK,KOLKATA͛c
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Place: Kolkata (PRITY PODDER )
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PREFACE
There is an old saying in Spain: To be a bullfighter you must
learn to be a bull.
-Anonymous-
Management today has become an important economic
organ of the present industrial society. Though the process
of management is as old as human history, yet the study of
the principal management has gained greater importance
now a day.
As a management student, there are two aspects which are
of utmost importance in our transformation into
professional. One is theoretical knowledge other is practical
orientation towards the working of organization to
complement the theoretical knowledge. Both are essential
and one is incomplete without the other in the field of
management. While the theoretical knowledge is imparted
in classroom for gaining practical orientation, one has to
have real time experience in an organization. Practical
training serves exactly the same purpose. It gives although
limited but beneficial real time exposure to the student who
can have an experience that how an organization functions.
This is the basic function of the summer training module in
the M.B.A. program. The project that is one part of summer
training exposure student to various facets of particular
aspects which has been chosen as the project topic and also
train student in organizational problem solving. Apart from
it, the summer also familiarizes student with the general
behavior of staff and accounting works in an organization.
Hence, with the above objective and as part of the
curriculum of W.B.U.T. University, I have undergone training
in INDIAN MARKET RESEARCH BUREAU , Established in
1971. IMRB International is a pioneer in market research. A
member of the Kantar Group, WPP's information, insight
and consulting division. IMRB's footprint extends across 26
offices in 12 countries ʹ Algeria, Amsterdam, Bangladesh,
Egypt, India, Japan, Malaysia, Saudi Arabia, Sri Lanka,
South Korea, UAE-Dubai and United Kingdom.
Here I gone through the project of measuring the customer
satisfaction of standard chartered bank.
ACKNOWLEDGEMENT
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It gives me pleasure to express sincere thanks to the
management of IMRB INTERNATIONAL,4/1/1 meher
ali road,Kolkata-17, for their kind permission to
undertake and complete project work in their
esteemed Organization.
I express sincere gratitude to Mr. Malay lehiri, senior
executive Officer , of IMRB. A special thanks to the
team members and team leaders for their co-
operative spirit.
I am grateful to my institution and Ms. Sumana Roy
and Mr.Anirben Majumdar for having shown deep
interest and providing necessary guidance throughout
the course of study.
I would like to make special mention of the
contribution made by my friends and especially my
parent for their constant support and encouragement
given throughout preparation period it would not
have been possible for me to prepare the report
PRITY PODDER
CONTENTS
Section Topic Page Nos.
1 Introduction 1
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2 Company Profile 14
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2.2
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3 Literature Survey
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4 Findings
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5 Recommendation & conclusion
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6 Bibliography and Web Research
7 Annexure
