An Empirical Study on Satisfaction & Expectations of Corporate Customers at Bank of Baroda

- Dr Sneha Shukla, Associate Professor, Faculty of Management, GLS University

- Bharvi Joshi, Student-Faculty of Management, GLS University

Abstract:

Indian banking and financial sector has a major share in the growth and development of the

nation. The Indian Banking industry is currently worth Rs. 81 trillion (US $ 1.31 trillion) and

banks are now utilizing the latest technologies like internet and mobile devices to carry out

transactions and communicate with the masses.

The paper is an attempt to study the customer satisfaction and expectations of corporate

customers at Bank of Baroda. The study also attempts to find customer’s awareness & preference

of customers regarding existing products and services at the bank.

The paper then examines most preferred service by customers. SERVQUAL analysis of Bank of

Baroda is done for the same. The study is conducted in Ahmedabad City with a sample size of

100 respondents. Techniques like One-Sample T- test, Reliability Analysis & Factor Analysis are

used for testing the hypotheses and drawing conclusions.

Keywords:

Corporate customers, Satisfaction, Expectations, Reliability Analysis, Factor

Analysis

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