A

TRAINING REPORT
ON
CUSTOMER SATISFACTION

AT

PUNJAB NATIONAL BANK

In the partial fulfillment of the requirement for the degree of

B.Com IIIrd (Banking & Insurance)

Submitted to:
Kurukshetra University, Kurukshetra
(SESSION 2016-2017)

Under the guidance of: SUBMITTED BY:

Ms. Deepika Kamboj Neelam
(Assistant Professor ) B.Com IIIrd, VIth Sem.
Department of Commerce Roll No. 20141170054
Univ. Roll No.

D.AV. COLLEGE FOR GIRLS

YAMUNA NAGAR - 135001
 ACKNOWLEDGEMENT

A Project usually falls short of its expectations unless guided by the right person at the right
time. This Project would not have completed without the direct or indirect help and
guidance of such luminaries in Punjab National bank. They provided us with the necessary
resources and an environment conducive for healthy learning and training. They provided us
with the required amount of freedom to exercise our skill under their able guidance.
I would be failing in my duties if I forget to mention the name of Dr. Sushma Arya (Principal)
Mrs. Surinder (HOD) for their unconditional support during the course of the project. I would
like to extend my thanks to my college D.A.V. College for Girls for the facilities availed to me
in terms of library work.

At the outset, I would like to take this opportunity to gratefully acknowledge the very
kind and patient guidance and encouragement I have received from our Project Guide Ms.
Deepika Kamboj throughout her critical evaluation and suggestion at every stage of the
Project, this report could never have reached its present form.

Last but not least I would like to thank all the respondents for giving their precious time and
relevant information and experience, I required, without which the Project would have been
incomplete.

Neelam
 PREFACE

Summer training is a very important part of an MBA curriculum. It provides an optimistic

iconography for Future existence through which students are able to see the real industrial
environment which gives an opportunity to relate theory with practice.
I undertook two months training programme at Punjab National Bank and worked on the project
Customer Satisfaction at PNB . This report is the knowledge acquired by me during this period
of training.

FEATURE OF THIS REPORT:

Several features of this report are designed to make it particularly easy for professionals and
students to understand the customers perception about the financial products and services offered
by the bank.

STRUCTURE:

An empirical field approach complementing the text is followed

EMPIRICAL APPROACH:

This report presents highly technical subject matter without complex formulas by using a
balance of text and figures. The approximately 20 figures accompanying the text provide a
visual and intuitive opportunity for understanding the material.

HIGHLIGHTED POINTS:

Important points are highlighted at appropriate places to stress their

importance.

APPENDIXES:

The appendixes are intended to provide quick reference material or a review

of materials needed to understand the concepts discussed in this report.
 DECLARATION

I Neelam, hereby declare that this project report entitle CUSTOMER

SATISFACTION IN PNB BANK has not been presented as a per of any other
academic except to get my B.Com (B&I) from D.A.V. College for Girls,
Yamuna Nagar

Neelam
 CONTENTS
S.No. Page No.

CHAPTER-1. INTRODUCTION 1-28

1.1 Industry Profile

1.2 Company Profile
1.3 Introduction to Topic
1.4 Objective of the study

CHAPTER-2 REVIEW OF LITERATURE 29-34

CHAPTER-3 RESEARCH METHODOLOGY 35-40

CHAPTER-4 DATA ANALYSIS & INTERPRETATION 41-47

CHAPTER-5 . FINDINGS, SUGGESTIONS & RECOMMENDATIONS 48-50

CHAPTER-6 . CONCLUSION 51

BIBLIOGRAPHY 52

QUESTIONNAIRE 53-54