15 ICICI bank has 119 customers who are not satisfied with the service of ICICI

15 icici bank has 119 customers who are not satisfied

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15. ICICI bank has 11.9% customers who are not satisfied with the service of ICICI bank. The study also attempts to find out the reasons for dissatisfaction of services of ICICI bank, it is found that; 426.5 73.5 Banks SBI ICICI
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166 8.9% customers are not satisfied because of services. 1.0% customers are not satisfied because of schemes offered by ICICI bank. 7.9% customers are not satisfied with the staff of ICICI bank. 7.0% customers of ICICI bank are not satisfied because of banking charges. 4.0% percent customers of ICICI bank are not satisfied because of the time taken for transaction. Figure 6.10 Staff and Scheme Satisfaction of ICICI Bank 16. SBI has 7.9% out of the total respondents who are not satisfied with the services of SBI. The Study also attempts to find out the reasons for dissatisfaction of services of SBI It is found that: 6.9% of the customers of SBI are not satisfied because of services. 3.9% customers of SBI are not satisfied with the schemes offered by SBI 13.7% of the customers are not satisfied with the staff SBI 59.5 44.5 500 39.5 35 20 2301.5 Banks ICICI ICICI ICICI ICICI ICICI ICICI SBI
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167 10.8% Customers of SBI are not satisfied with service charges charged by SBI 3.9% of the customers of SBI are not satisfied because of the time taken for transaction. Figure 6.11 Staff and Scheme satisfaction of SBI 17. It is found out from the above study that the major reason for dissatisfaction of ICICI bank customers is banking staff and charges by ICICI bank. 18. It is found out from the above study that the major reason for dissatisfaction of SBI customers is banking staff with 13.7% and service charges with 10.8%. 19. When Customers of ICICI bank asked to rate ICICI bank on the basis of customer services the customer of ICICI bank have rated ICICI bank as follows: 32.7% of the total respondents said ICICI bank is excellent in terms of customer services. 39.5 34.5 19.5 68.5 54 19.5 2764.5 Banks SBI SBI SBI SBI SBI SBI ICICI
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168 28.7% of the total respondents said ICICI bank is very good in terms of customer service. 30.7% of the total respondents said ICICI bank is good in terms of customer service. 7.9% of the total respondents said ICICI bank is poor in terms of customer service. Figure 6.12 ICICI Customer Service 20. When customers of SBI asked to rate SBI on the basis of customer services the customers of SBI have rated SBI as follows: 25.5% of the total respondents said SBI is excellent in terms of customer services. 34.4% of the total respondents said SBI is very good in terms of customer services. 37.3% of the total respondents said SBI is good in terms of customer services. 4.9% of the total respondents said SBI is poor in terms of customer services. 163.5 143.5 153.5 39.5 15 Banks ICICI ICICI ICICI ICICI SBI
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169 Figure 6.13 SBI Customer Service 21. When asked about the Redressal of complaints most of the marketing staff of ICICI bank replied in negative terms. Around 32% said it is satisfactory, 26% said it is poor. And 6% said the Redressal of complaints at ICICI bank is excellent, 10% said it is very good and 26% said it is good.
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  • Fall '15
  • ICICI Bank, Companies based in Mumbai, State Bank of India

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