A

DISSERTATION REPORT
ON

A STUDY OF CUSTOMER SATISFACTION TOWARDS ICICI

BANK IN MORADABAD REGION

Submitted To

TEERTHANKER MAHAVEER
INSTITUTE OF
MANAGEMENT AND
TECHNOLOGY

In Partial Fulfillment of the Requirement of the Degree of

Bachelor of Business Administration (BBA)

SESSION: 2013-14

TEERTHANKER MAHAVEER UNIVERSITY

MORADABAD

Guided By: Submitted By:

Ms. Yuvika Gupta Zeeshan Ahmad
Asst. Prof. Roll No. TMG1101356
BBA 6th Semester
 CERTIFICATE

This is to certify that Mr. Zeeshan Ahmad is pursuing three year

full time Bachelor of Business Administration (BBA) Course from
Teerthanker Mahaveer University, Moradabad as regular student, in
session (2011-14).

In compliance with the provision/guidelines of Teerthanker

Mahaveer University, Moradabad, He has been assigned a dissertation
project. The project work has been genuinely carried out by the student
for the duration specified by the university.

He has made sincere efforts in the completion of the project work.

Ms. Yuvika Gupta

(Project Guide)
 STUDENT DECLARATION

I Zeeshan Ahmad hereby declare that the project work presented in this
dissertation report entitled “A STUDY OF CUSTOMER SATISFACTION
TOWARDS ICICI BANK IN MORADABAD REGION” for the fulfillment
of the award of Bachelor of Business Administration (BBA) from Teerthanker
Mahaveer University, Moradabad is based on my work in Moradabad. The
project embodies the result of original work and studies carried out by me and
the contents of the project do not form the basis for the award of any other
degree to me or to anybody else.

Zeeshan Ahmad
BBA 6th Sem
Roll No. TMG1101356
 ACKNOWLEDGEMENT

It gives me immense pleasure and privilege to acknowledge my deepest sense of

gratitude towards all those who helped me in the successful execution of this
project.

I would like to thanks Chancellor Sir, Shri Suresh Jain, Group Vice Chairman
Mr. Manish Jain, for providing us such an esteemed infrastructure. I would like
to thanks Dr. Vipin Jain (Director), Mrs. Vaishali Dhingra (HOD,
Management) and my course co-ordinator Mr. Paritosh Sharma and
Mr. Rajkumar Singh who entrusted me for the completion of this project. I am
highly indebted to my project guide, Ms. Yuvika Gupta whose constructive
counseling and able guidance helped me immensely in bringing out this project
in the present form. And lastly the entire faculty members for providing me this
opportunity and expose me to industrial culture.
The acknowledgement would be incomplete without thanking my family and
classmates who were a big support throughout.

Zeeshan Ahmad
BBA 6th Sem
Roll No. TMG1101356
 TABLE OF CONTENTS

S. No. Chapter Name Page No.

1. Introduction of the topic 1-8

2. Company Profile 9-35

3. Objectives of the Dissertation Report 36-37

4. Literature Review 38-43

5. Research Methodology 44-46

6. Data Analysis & Interpretation 47-59

7. Findings of the study 60-61

8. Conclusion 62-63

9. Suggestions 64-65

10. Limitations 66-67

Bibliography

Annexure – Questionnaire