Abstract:
Customer satisfaction makes influence on growth and performafrce of organrzatton.
The banking industry no exception. In order to gain competitiveness, bank has been
introducing more facilities to customers than other competitive organizations.
Managing effective customer retention strategies are increasingly important in the
banking industry. Since the length in years of customer relationships are one of the
most important factors that contribute to the profitability. As a result customer
satisfaction may be one important driver of customer retention.
In this content the researcher considering about customer satisfaction of commercial
banks in Kandy district. Saving accounts holders in Kandy district, customer
satisfaction is a serious matter to the commercial banks, also
Customer satisfaction of saving accounts holders are measured using five variables as
Interest Rate , Security, Promotion , Terms and Innovations. Data were collected
through questionnaire from 178 saving holders of commercial banks in Kandy district.
Here the sample data were analyzed according to the descriptive statistics. Descriptive
statistics depict the mean and standard deviation. For the analysis of research data use
Statistical Package for Social Science (IBM SPSS 22.0)" According to descriptive
analysis, level of customer satisfaction is high level in Kandy district. Based on
results of the ANOVA and independent sample t test, customer satisfaction of saving
holders in saving schemes is not varying with the gender, marital status, and age level,
level of education and monthly income of the respondents.
