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