Satisfaction Of Saving Holders On Saving Scheme Of Commercial Banks In Kandy District

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.