A Study On Customer Satisfaction Of Commercial Banks:Case Study On State Bank Of India

Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation.Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."Banking in India originated in the last decades of the 18th century.The first banks were The General Bank of India, NOW which started in 1786, and Bank of Hindustan , which started in 1790; both are now defunct.The oldest bank in existence in India is the State Bank of India , which originated in the Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal.This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras , all three of which were established under charters from the British East India Company.For many years the Presidency banks acted as quasi-central banks, as did their successors.The three banks merged in 1921 to form the Imperial Bank of India.