1

A STUDY OF CUSTOMER SATISFACTION TOWORDS DOMBIVLI

NAGRIK SARKARI BANK
OF DOMBIVLI
A PROJECT SUBMITTED TO
UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION OF
THE
DEGREE OF
BACHELOR OF COMMERCE
UNDER THE FACULTY OF COMMERCE
BY
KAIVALYA JAGADISH JOG
(20-8978)
UNDER THE GUIDANCE OF
PROF. MANSI BAPAT

K.V PENDHARKAR COLLEGE OF ARTS, SCIENCE &

COMMERCEDOMBIVLI (E)
MARCH 2020-2021
2

I the undersigned MR KAIVALYA JAGDISH JOG here by, declare that the work embodied in
this project work titled “A study of customer satisfaction toward DNS bank in dombivli
area, forms my own contribution to the research work carried out under the guidance of
PROF. MANASI BAPAT is a result of my own research work and has not been previously
submitted to any other University for any other Degree/ Diploma to this or any other
University.
Wherever reference has been made to previous works of others, it has been clearly
indicated as such and included in the bibliography.
I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.

Name and Signature of Learner

MR KAIVALYA JAGDISH JOG

Certified by
Name and Signature of Guiding Teacher
PROF. MANASI BAPAT
3

Acknowledgment

To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.

I would like to acknowledge the following as being idealistic channels and fresh
Dimensions in the completion of this project.

I take this opportunity to thank the University of Mumbai for giving me chance to do this
project.

I would like to thank my Principal, Dr.Sharad Mahajan for providing the

Necessary facilities required for completion of this project

I take this opportunity to thank Coordinator senior teacher , for her moral Support and
guidance.

I would also like to express my sincere gratitude towards my project guide Prof
Manasi Bapat whose guidance and care made the project successful.

I would like to thank my College Library, for having provided various reference books and
magazines related to my project.
Lastly, I would like to thank each and every person who directly or indirectly
helped me in the completion of the project especially My Parents and Peers who supported
me through my project
4
Chapter no Particulars Page no
1 Introduction
Information
Sms banking
Mobile banking
Loan scheme DNS bank
Vehicle loan
Education loan
Personal loan
Housing loan
Gold loan
Pleasure travel loan
Laghu udyojak
DNS surusha
Co- operate loan yashwant
Co – operate loan SMEs
Deposit scheme of dns bank
Arthvruddhi Deposit Scheme
Dhansagar Deposit Scheme
Fixed deposit scheme
Shubhankar Tax Saving Deposit
Scheme
Kansanchay Deposit Scheme
2 Research and methodology
3 Literature review
4 Data analysis, interpretation and
presentation
5 Conclusion
Bibliography
Appendix
5

CHAPTER NO 1: INTRODUCTION
6

1.1 INFORMATION

Dombivli Nagari Sahakari Bank Ltd. (DNS BANK) is the Multi-State Scheduled Bank located in the Thane
District, state of Maharashtra Having their Head office in Dombivli, Thane District. Currently DNS Bank has
65 branches across 12 districts in state of Maharashtra. Dombivli Nagari Sahakari Bank Ltd. got Scheduled
status in the year 1996. In year 2006 this bank implemented Core Banking Services. DNS Bank is 1 st Co-
operative Bank  to launch Banking Services in India. DNS Bank has adapted new technology. Dombivli
Nagari Sahakari Bank fall under Scheduled Urban Cooperative Banks in India and it regulatory body
is Reserve Bank of India. Dombivli Nagari Sahakari Bank is one of the banks where Core Banking Solution
(CBS) is in operation.

ESTABLISHED : September 1970.

HEADQUARTERS : "Madhukunj", P- 52 M. I. D. C kalyan shil road sonarpada

Dombivli (east) thane India

NO OF EMPLOYEES: 750+

Following service of DNS Bank

1.2 sms banking

In the event of a lost or stolen DNS BANK ATM Card, you can block your card using below
facility    sms LOST to 92129 05555 from your registered mobile number Please note if ATM Card is
block permanently using above facility, card cannot be us number again.  Customer will have to request
bank to issue a new card. 

Temporarily deactivate /activet

To temporarily deactivate your DNS BANK ATM Card by SMS, you can follow procedure
mention below

sms LOCK to 92129 05555 from your registered mobile number.

All the cards attached to this mobile number will be locked temporarily.
7

To activate your temporarily deactivated DNS BANK ATM Card, you can follow procedure mentioned
below:

sms UNLOCK to 92129 05555 from your registered mobile number.

All the cards attached to this mobile number will be unlocked. Now transaction can be performed on these
cards. This feature will add an additional protection to your DNS BANK ATM Card.

1.3 MOBILE BANKING

 “Do-Mobile Plus” – Mobile Banking Application of DNS Bank, using this application customer can
initiate  Fund
Transfers like NEFT/RTGS/IMPS. Customers can also check balance in all linked accounts,
download account activity,
Request and Check status of the cheque and many more.
8

CHAPTER 2. RESEARCH METHADOLOGY

9

2.1 OBJECTIVE OF STUDY

 To study Satisfaction level of customer in DNS bank

 To find out awareness about open account in DNS bank

 To find out reason They like DNS bank

 To find reason why they not like DNS bank

 Personal opinion about the DNS bank

2.2 HYPOTHESIS
 H 1: residents of dombivli they satisfied with DNS bank

 H 2: residents of dombivli they dissatisfied with DNS bank

2.3 Scope of study

To assess the level of customer loyalty in DNS banking services.

To assess the level of customer satisfaction of the quality of service provided by the DNS banks

To assess the level of safety perception of the customers in DNS banks

To assess the level of responsiveness of the customers in DNS banks

10

To assess the level of quality of service provided to the customers in DNS banks.

2.4 Limitation of study

To study is restricted to Dombivli are only. The research is conducted in

Dombivli area only.

Respondent are not ready to share their personal information.

Due to the shortage of time. I have not been able to make depth study.

2.5 Sample Details

Method: Survey

Sample size:

Sample area: Dombivli City

Sample design: Questionnaire

11

2.6 Data collection methods

Primary data:

The primary data has been collected by the researcher by questioner and the

responses of the respondent. To collect information, we used Questionnaire

method of survey using Google forms network.

Secondary data:

The secondary data collected through various website. We used different

books, research papers to collect secondary data.

We also used various articles related to Public Provident Scheme to collect

Techniques and tool to be u

Statistical tools used by the researcher to carry out the study only in

percentage analysis, & Hypothesis analysi

12

CHAPTER NO : 3 LITERATURE REVIEW

13

2 LITERATURE REVIEW
Ameme, B., & Wireko, J. (2016) claimed in his research that in today’s competitive world
where technology plays a very important role and if we talk about banking sector or industry
there is a positive relationship between technology and customer satisfaction. They also stated
that satisfaction of customers is not merely introducing innovative products and services rather it
is much more than that. They also found that if the bank wants to become the market leader in
the competitive environment it must use the innovation approach in all the aspects like products
and services. Also there is a significant relationship between technological innovation and cost.
As the innovation increase the cost is also increase.

Machogu, A. M., & Okiko, L. (2015) research brought to light that with e-banking complexities
on customer satisfaction. Results shows that there are factors which leads to customer
satisfaction particularly in e-banking, which is one of the very important and fast growing way of
doing banking. Factors are accessibility, convenience, security, privacy, content, design, speed,
fees and charges have influence on customer satisfaction where the other factors notified have no
significant influence.

Chochol'áková, A., Gabcová, L., Belás, J., & Sipko, J. (2015) research stated that in
comparison with dissatisfied customers, satisfied customers were significantly more like by to
recommend their bank to their friends and to consider using their current bank in the future, and
they are more resistant to offers from other banks. Loyal customers are more interested in the
services of their own banks when considering investments in all the aspects such as in the
financial market, deposit their own savings to their own bank, take out a mortgage from their
own bank and use other banking products and services from their current bank. According to a
research by Ernst & Young (2012), the financial literacy of ordinary bank customers is still
relatively low, but personalized recommendations still work well here. According to the results
of our research, loyalty of customers with different intensities transforms into a potential
purchase of additional banking products. The biggest potential interest of the bank customers
was in depositing savings in the bank and in mortgage loans. The intensity of interest in the
14

purchase of investments and other products was relatively low. Findings of Deloitte research
(2012a), only 17% of respondents in the Czech Republic have changed their bank in the past or
have accounts in two different banks, in comparison with Slovakia where 52% of respondents
changed their account to another bank (12% in Poland, 28% in Hungary and 42% in Romania)

Kaur, N., & Kiran, R. (2015) founded in their research which was on public, private and
foreign shows that customer are more satisfied with the services quality of the foreign banks then
the private and public banks.

Kundu, S., & Datta, S. K. (2015) research found regarding e-service quality, customer
satisfaction and trust they found that there is a significant relationship among e-service quality,
trust and customer satisfaction. Internet banking service quality has huge impact on trust. They
also researched that in case of internet banking privacy and fulfillment are the main factors of
service quality which have influence on trust. Also banks should be more concerned about the
privacy of individual transaction of the customers. According to Ernest and young 2012 survey
showed that price factor was the main concern for 50 percent customers.

Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015) opined that out of the nine
customer satisfaction factors fees and loan, prompt service and appearance are the major factors
which have more significant impact on customer satisfaction followed by interest rate and
accessibility of bank and availability of service which have less impact on the satisfaction on the
banking customers.
Rahi, S. (2015) research findings show customers are more loyal towards those banks who are
facilitating internet banking services. Also good brand image build relationship between banks
and customer and enhance the customer loyalty toward bank. He also concluded that those banks
that are giving the internet banking services to their customers, loyalty of those customers are
more towards the banks. He also suggested that if the brand image also plays a significant role
between loyalty of the customers and internet banking. The role of brand image is positive in
making a positive relationship between customers and internet banking.

Pareek, V. (2014) research opined with a remark that out of several factors few causal
15

fundamental factors like product attributes, employee characteristics, customer convenience,

bank tangibles, cost of transactions and customer communication contributes in customer
satisfaction in Indian banks. Interestingly convenience one of the 4 P.s i.e. marketing mix was
found to be an unimportant in deciding customer satisfaction in Indian banks (studied banks).

Vyas, V., & Raitani, S. (2014) opined that there are many drivers of switching behavior in the
banks. Particularly they found nine critical factors which contribute in switching the banks. One
very interesting driver is customer satisfaction in all the drivers which contribute in the switching
behavior of customers. So again we can’t ignore that customer satisfaction of the major factors
among. Banks should come out with the strategies that increase the customers satisfaction.

Suriyamurthi, S., Mahalakshmi, V., & Arivazhagan, M. (2013) stated that in the cutthroat
competition where every bank is focusing on retaining and attracting new customer, relationship
marketing is the key element which should be adopted by the banks. They also found that
banking sector is one of the major service sector and the business of banks is more or less
dependent on the customer services and satisfaction. Banks should increase their services and
make good relationship with the customer.

Gupta, A., & Dev, S. (2012).opined satisfaction of customer is dependent on variable then
independent variable. These dependent variables largely depend on service quality, ambience,
involvement, accessibility and financial factors of the bank. According to the findings of the
research. The impact of nearness of bank and financial factors on customer satisfaction is not up
to the mark.

Sharma, N. (2012) research study used the 17 variables related to the quantitative aspects of e-
banking. Study on rural customers satisfaction from e-banking was found to be significant.
Research suggests that satisfactions in rural customers are quite satisfied in e-banking services.
So, in order to improve the tendency to use e-banking channels in rural areas the use of local
languages during dealings should be promoted as well as publicized. Her research also suggest
that ATM is one of the important channel out of all alternate banking channels for securing
patronage of rural customers.
16

Ganguli, S., & Roy, S. K. (2011) Research opined that in fast driven technology world banks
should adopt the technology which can lead to customer satisfaction and loyalty. Keeping this in
mind they researched on four dimensions like customer service, technology security and
information quality, technology convenience, and technology usage easiness and reliability.
Results states that there is significant relation between customer service, technology usage
easiness and reliability and customer satisfaction. On the other hand they found the positive
relation between technology convenience and customer satisfaction. So it was found that
technology play an important role in satisfying the customer specifically in the case of banking.

Singh, J., & Kaur, G. (2011) research suggested that customer satisfaction is the outcome of
seven determinants namely social responsibility, employee responsiveness, appearance of
tangibles, competence, and reliability. services innovation, , positive word-of-mouth. According
to their study customer satisfaction if influenced by social responsibility, positive word-of-
mouth, and reliability. they also founded that relationship marketing is the important tool which
can significantly increase the customer satisfaction. Other factors like employee behavior, their
friendliness, politeness, cooperation, promptness, efficiency, knowledge level, trustworthiness,
and appearance also play an important role in satisfying the custom
17

CHAPTER NO: 4

DATA ANALYSIS, INTERPRETATION AND

PRESENTATION
18

1) What is your age?

As per diagram age 18-25 83.3% age 25-30 12.5% age 30-40 0% 40-50 4.2%

Percentage

18-25 83.3%

25-30 12.5%

30-40 0%

40-50 4.2%
19

2) What is your gender?

As per diagram 95.8 percent are male and 4.2 percent are female

Percentage

Male 95.2

Female 4.8
20

3) What is your annual income?

As per diagram the annual income 100000-200000 are 60.9% , 200000-300000

are 26.1% , 300000-400000 are 8.7% and 400000 above income is 4.3 %

Percentage
100000-200000 60.9%
200000-300000 26.1%
300000-400000 8.7%
400000above 4.3%

4) What is your occupation?

21

As per diagram 75% student 20.8% service and 4.2% are business other 0%

Percentage

Student 75%

Service 20.8%

Business 4.2%

Other 0%
22

5) Martial status ?

As per diagram married 16.7% and unmarried 83.3%

Percentage

Married 16.7%

Unmarried 83.3%
23

6) How many members in your family?

As per diagram 2 members 0% 3 members 37.5% 4 members 45.8% and 4 above
16.7%

Percentage

2 members 0%

3 members 37.5%

4 members 45.8%

4 and above members 16.7%

24

7) How many members in your family they have account in dns bank?
As per diagram 1 member 50%, 2 member 41.7%, 3 member 3.7%, 4 member3.
7%

Percentage
1 50%

2 41.7%
3 3.7%
4 above 3.7%
25

8) Why do you like dns bank?

As per diagram 24×7 service 45.8% ATN facilities29.2% net banking service
16.7 % interest rate 8.3%

Percentage
24×7 service 45.8%
ATM facilities 29.2%
NET banking service 16.7%
Interest rate 8.3%
26

9) Why do you choose open account in dns bank?

As per diagram trustable bank 41.7% well known about the bank 29.2%

better service 8.3% other 20.8%

Percentage

Trustable bank 41.7%

Well known about the 29.2%

bank
Better service 8.3%

Other 20.8%
27

10) Which type of account you prefer in dns bank?

As per diagram 25% current account and saving account 75% demate 0 %

Percentage
Current account 25%
Saving account 75%
Demate account 0%
28

11) Net banking services is good?

As per diagram 95.8% net baking service is good and 4.2% no

Percentage
Yes 95.8%
No 4.2%
29

12) Interested rate of dns bank is good by other bank?

As per diagram yes 83.3% and no 16.7%

Percentage

Yes 83.3%

No 16.7%
30

13) Dns bank atm facility ?

As per diagram excellent 29.2% good 54.2% fair 12.5% poor 4.1%

Percentage
Excellent 29.2%
Good 54.2%
Fair 12.5%
Poor 4.1%
31

14) Bank staff behavior is better than other bank?

As per diagram 87.5% like staff behavior and 12.5% are dislike staff behavior

Percentage

Yes 87.5%

No 12.5%
32

15) Dns bank caters all you bank need?

As per diagram yes 58.3% no 12.5% maybe 29.2%

Percentage

Yes 58.3%

No 12.5%

Maybe 29.2%
33

16) Which type of loan you like in dns bank?

As per diagram home loan 54.2% , car loan 3.1 % and other loan scheme is
41.7%

Percentage

Home loan 54.2%

Car loan 3.1%

Other 41.7%
34

17) How many years you have account in dns bank?

As pe diagram 1 year 45.8% 2 year 16.7% 3 year 8.3 4 year 5.2 % 5 year 25%

Percentage
1 year 45.8%
2 year 16.7%
3 year 8..3%
4 year 5.2%
5 year 25%
35

18) Overall dns bank services?

As per diagram excellent 33.3% good 54.2% fair 8.3% poor 3.8%

Percentage

Excellent 33.3%

Good 54.2%

Fair 8.3%

Poor 3.8%
36

19) Would you recommend this bank to other?

As per diagram yes 70.8% no 12.5% maybe 16.7%

Percentage

Yes 70.8%

No 12.5%

Maybe 16.7%
37

20) How do you know about this bank ?

As per diagram family 37.5% friend 33.3% advertising 20.8% pamphlet 8.3%

Percentage

Family 37.5%

Friend 33.3%

Advertising 20.8%

Pamphlet 8.3%
38

21) Dns bank insurance policy scheme you like it?

As per diagram 66.7% like DNS bank policy scheme 33.3% no

Percentage

Yes 66.7%

No 33.3%
39
40

Conclusion

The above dialogue indicate that consumer satisfaction differ according to the personality of

service. In this case, the maximum consumer satisfaction is confirmed in the loyalty quarter

such as organization, pertinence connecting the consumers and the bank, follow by the examination

quality such as compliance to help consumer, welcoming feelings of staff. On the further hand,

the temperate satisfactions are in the protection such as wellbeing and protection. Our

implication for other researchers to strengthening more study about consumer satisfaction in

consumer satisfaction characterize itself by a soaring degree of rumour where happy customers

are most expected to divide up their experience by way of other people to the order of perhaps

five or six people. Equally well, dissatisfied customers are more likely to tell another ten people

of their unfortunate experience. The correlation shows that there is a significant relationship

among customer relationship, customer loyalty and service quality. The correlation also shows
41

APPENDIX

1.Name

2. Email ID

3. phone number

4. What is your age?

 20-30
 30-40
 40-50
 50 above

5. occupation
 business
 service
 student
 other

6. Gender
 Male
 Female
42

7. annual income
 100000-200000
 200000-300000
 300000 above

8. Martial status
 Unmarried
 Married

9. how many members in your family

 2
 3
 4
 4 above

10. how many members in your family they have account in DNS bank
 2
 3
 4
 4 above

11. why do you like DNS bank

 24×7 service
 ATM facilities
 NET banking intrest rate
43

12. why did you choose open account in DNS bank

 Trustable bank
 well known about the bank
 better service
 other

13. which type of account you prefer in DNS bank

 current account
 saving account
 demate account

14. Net banking services is good

 Yes
 No

15. interest rate of DNS bank is good by other bank

 Yes
 No

16. DNS Bank staff behavior is better than other bank

 Yes
 No

17. DNS bank caters all your banking need

 Yes
 No

18. DNS bank ATM facility

44

 Excellent
 Good
 Average
 Below average
 Poor

19. which type of loan good in DNS Bank

 home loan
 car loan
 business loan

20. how many years you have account in DNS bank

 1-2 years
 2-3 years
 3-4years
 4 years above

21. overall the DNS Bank service is

 Excellent
 Good
 Average
 Below average
 Poor

22. Would you recommend this Bank to other

 Yes
 No
45

23. how do you know about this bank

 friend
 family
 mobile
 pamplet

24. DNS Bank insurance policy scheme you like it

 Yes
 No

25. personl opinion about the DNS bank

46