Customers’ Satisfaction on the Services of Pallavan Grama Bank: A Study in Villuppuram District

Abstract

In the present competitive era, the growth and progress of any business is based on customer satisfaction. As the financial services are meant for meeting the financial needs of customers, the services should be up to the fullest satisfaction of the customers. The selling of financial services should be directed towards meeting the customers' needs. Financial institutions should always aim for better customers' satisfaction to enjoy the competitive edge. Measuring the customer satisfaction helps to promote an increased focus on customer services and stimulate improvements in the work practices and processes used within the company. With the surge in information technology, banks have inclined to offer round the clock service to their customers through mobile and net banking. In this context, it is relevant probing the customers' satisfaction level on the services of the Pallavan Grama Bank (PGB). The study has revealed a significant association between the level of satisfaction and that of the marital status and occupation.