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Customer satisfaction level towards American Express in India

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  1. Introduction
  2. Industry profile: American Express Bank
    1. American Express Bank in India
    2. Areas of business
    3. Products and services
    4. Brains behind American Express Bank
    5. Functional areas
    6. Policies
  3. Organizational chart
    1. Competitors of American Express Bank
  4. An overview of finance
  5. The human resource management
    1. SWOT analysis
    2. Study of customer satisfaction level
  6. Objective of the study
  7. Data analysis
    1. Findings
    2. Recommendations
    3. Conclusion
  8. Bibliography

This is an overall study of the organization of American Express Bank Ltd. where it's working environment and various policies and practice are studied. The methodology used was conducting personal interview with all the functional manager departmental head and sales executives. Collect the various data required to the study. Manuals and reports of the company constituted the source of secondary data. Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors. For the past three decades India's banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reasons of India's growth process.The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14 major private banks of India. Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. Today, he has a choice. Gone are days when the most efficient bank transferred money from one branch to other in two days. Now it is simple as instant messaging or dial a pizza. Money have become the order of the day.

[...] To promote confidence and commitment among the staff members, to address the expectations of the customers efficiently and handle technology banking with ease OBJECTIVES Customer privacy Customer confidentiality Security of customer data Customer satisfaction Providing high quality services & products PEOPLE BEHIND AMEX American Express was founded in 1850 by Henry Wells, William Fargo, and John Butterfield as an express business. In 1882, American Express launched its money order business to compete with the US Post Office's money orders. This product quickly spread to Europe where no such financial product existed. [...]


[...] COMPETITORS OF AMERICAN EXPRESS BANK Top Performing Public Sector Banks 1 Andhra Bank 2 State Bank of Mysore 3 Allahabad Bank 4 Vijaya Bank 5 Punjab National Bank Top Performing Private Sector Banks 1 HDFC Bank 2 UTI Bank 3 ICICI Bank 4 Kotak Mahindra Bank 5 Centurion Bank of Punjab Top Performing Foreign Banks 1 Citibank 2 Standard Chartered PLC 3 HSBC Bank 4 ABN AMRO Bank CUSTOMER CARE Customer Care, which is called Service Delivery Network you will become familiar with our diverse customer base, their needs and expectations, and the industry-best products and services we provide. [...]


[...] Wherever the need may arise, you can have access to the worldwide capabilities and services of the American Express Company, a global leader in financial services, travel, and credit and charge cards. The original card that set the standard for prestige and exclusivity, the Platinum Card is offered to private banking clients at no annual fee with qualifying balances. Automatic credit card bill payments can also be arranged through your Private Banker. The original card that set the standard for prestige and exclusivity, the Platinum Card is offered to private banking clients at no annual fee with qualifying balances. [...]

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