Authors : Mohan Kumar B.M; Dr. Gurudath A S

Volume/Issue : Volume 10 - 2025, Issue 4 - April

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DOI : https://doi.org/10.38124/ijisrt/25apr1502

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Abstract : This study explores the influence of Ujjivan Small Finance Bank on customer satisfaction in Ramanagara, focusing on service quality, staff behavior, transparency, and personalization. With the rise of small finance banks in India, understanding their effectiveness in fulfilling customer expectations is vital. The study employed a structured questionnaire using a five-point Likert scale to gather responses from 100 customers of Ujjivan Small Finance Bank in Ramanagara. Key areas assessed include staff politeness, service transparency, financial need fulfillment, personalized attention, and overall customer perception. Descriptive statistics, correlation analysis, and chi-square tests were used to analyze the data. Findings indicate that while many customers express satisfaction with staff behavior and overall perception of the bank, there are mixed views regarding the bank’s transparency and ability to meet individual financial needs. The study highlights the importance of improving service personalization and communication to build greater trust and long-term customer loyalty. The results provide valuable insights for bank management to enhance service strategies and customer relationship models. This study contributes to the broader understanding of customer satisfaction in the context of emerging small finance banks in semi-urban regions like Ramanagara.

Keywords : Customer Satisfaction, Service Quality, Ujjivan Small Finance Bank, Ramanagara.

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