A Study on Customer Satisfaction with PNB's Services in Udham Singh Nagar

Abstract

This research investigates customer satisfaction levels with Punjab National Bank (PNB) services in Udham Singh Nagar district, Uttarakhand. The study employs a quantitative approach using a structured questionnaire administered to 300 PNB customers across four major branches in the district. Primary objectives include evaluating service quality dimensions, identifying factors influencing customer satisfaction, and comparing traditional versus digital banking services. The methodology incorporates descriptive and inferential statistical analysis using SPSS software. Key findings reveal that 68% of customers express overall satisfaction with PNB services, with digital banking satisfaction at 72% and branch service satisfaction at 64%. Service quality factors such as reliability (mean score 3.8/5), responsiveness (3.6/5), and empathy (3.5/5) significantly influence customer satisfaction. The study identifies areas for improvement including reduced waiting times, enhanced staff training, and improved digital infrastructure. Hypothesis testing confirms significant relationships between service quality dimensions and customer satisfaction (p<0.05). The research contributes to understanding customer expectations in rural banking contexts and provides actionable insights for PNB's service enhancement strategies in Uttarakhand region.