A Study on Customer satisfaction with respect to Merger of Banks in India

Abstract: Bank merger plays a vital role for the bank expansion, global participation, technological development, increased capital base, economies of scale, improved services, etc. Financial aspects of the banks are considering most valuable for the merger benefits. Many articles have analysed the finance point of you. Customer satisfaction is also one of the major aspects in the merger. It is more sensitive in nature. This article has analysed the customers perception related to bank merger and customers satisfaction in the post-merger. A well-structured questionnaire has been prepared and circulated as google forms and collected the data. For analysing data simple percentage has been calculated and the results have been presented in the form of graph. To find out significance chi-square method has been used. It has resulted that customers are fully satisfied in terms of interest and lending rates, service charges, improved Technology, increased employees and employees’ attitude, Customer relations policy and Faster Customer redressals. Further it concludes that there is no significant relationship between the gender and the satisfaction level. Merger of Banks is the successful phenomenon not only in the point of Finance but in the customer satisfaction also. Keywords: Customer perception, customer satisfaction, Bank merger, Lending and Interest Rate. Title: A Study on Customer satisfaction with respect to Merger of Banks in India Author: Priya K, Gurupandi M International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online) Vol. 13, Issue 2, October 2025 - March 2026 Page No: 854-862 Research Publish Journals Website: www.researchpublish.com Published Date: 16-March-2026 DOI: https://doi.org/10.5281/zenodo.19053227 Paper Download Link (Source) https://www.researchpublish.com/papers/a-study-on-customer-satisfaction-with-respect-to-merger-of-banks-in-india