A Study of Customer Satisfaction in Banking Services with Special Reference to Rural Areas of Ranchi District

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@article{1722591,
      author = {Dr. Ashok Kumar, Vikash Kumar Singh},
      title = {A Study of Customer Satisfaction in Banking Services with Special Reference to Rural Areas of Ranchi District},
      journal = {Iconic Research And Engineering Journals},
      year = {2024},
      volume = {8},
      number = {1},
      pages = {962-969},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1722591.pdf},
      abstract = {Customer satisfaction is an important indicator of service effectiveness in the banking sector, particularly in rural areas where accessibility, staff support, transaction convenience and problem resolution strongly influence the customer experience. This revised study examines customer satisfaction with banking services among 200 customers residing in selected rural and village clusters of Ranchi District. The sample has been distributed across Kanke, Ratu, Mandar, Ormanjhi, Namkum, Angara, Bero and Chanho areas. A descriptive survey framework is used and the analysis covers demographic characteristics, duration and frequency of banking use, satisfaction with local and outstation cheque clearance, loan sanctioning, issue resolution and staff behaviour. In addition to percentage analysis, revised tables present mean satisfaction scores, gender-wise differences, area-wise average values, difference-from-overall-mean values and rank order. The analytical results show an overall mean satisfaction score of approximately 3.36 on a five-point scale, indicating a moderate level of satisfaction. Local cheque clearance records the highest mean score, while outstation cheque clearance and loan sanctioning show comparatively lower scores. The analysis suggests that rural banking satisfaction can be improved through faster grievance handling, more consistent staff behaviour, better communication and stronger customer guidance.},
      keywords = {customer satisfaction, rural banking, HDFC Bank, Ranchi District, service quality, village customers, mean score analysis.},
      month = {July},
      doi = {https://doi.org/10.64388/IREV8I1-1722591}
  }