Abstract:

Finances are the major part of the whole mechanism in which the world economy works and its evolution is an interesting story all together, how the barter system changes into promissory notes issued by the central institutions that are trusted by all and it became one of the modes of exchange that we know today. Fast forward today, the financial mechanism is trusted on the central institution that are now called as banks its underlying effect is that banks with all the necessary financial services and its by products such as borrowing and depositing and the overseeing of ledgers are entrusted to them and hence we can say that the banks have a lot of connectivity to the people’s lives that they can actually make or break an individual's financial standing and hence it becomes necessary to see whether they work on the interest of their customers because banks themselves are private institutes and they will only flourish when the banks customers are satisfied with their services . Our research itself works on the prospects of testing the satisfaction levels of the customers with the banks and to what extent people are aware of the different financial services provided by the banks and how do customer interpret their satisfaction levels with the banks we will also look into the different patterns of the changing satisfaction levels and their underlying reasons for it we will also test our hypothesis on the changing levels of the customers post and pre pandemic. Our research also includes a case study on the state bank of India and the satisfaction it provides to its customers and also analyzing the changing patterns on the satisfaction levels and to what extent the customers are aware of their policies and procedures and their rights and the different financial products that the SBI provides.

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