A Study on Customer Satisfaction on Banking and Services at Central Bank of India (Chirimiri Branch)

The study titled “A Study on Customer Satisfaction on Banking and Services” aims to examine how effectively banking services meet the expectations and requirements of customers, with a focus on service quality, reliability, digital banking, staff behavior, and grievance handling. As competition in the banking sector increases and customers become more aware of modern banking facilities, understanding customer satisfaction has become essential for improving overall service performance. This research analyzes customer perceptions regarding various aspects of banking services such as transaction speed, branch environment, ATM availability, transparency, online banking performance, and customer support. Primary data was collected through structured questionnaires from customers of different age groups and backgrounds, while secondary information was gathered from journals, bank reports, and official websites. The findings reveal that customers value trust, security, and helpful employee behavior, but expect more efficient digital services, faster processing time, better mobile banking features, and improved problem resolution mechanisms. The study concludes that customer satisfaction in banking is influenced by both traditional service quality and technological advancements. To enhance customer satisfaction and maintain loyalty, banks must focus on innovation, timely service delivery, and consistent improvement in digital banking infrastructure.