Authors: Mounikha E. I, Dr. P.Vinodhini
Abstract: Customer data has become one of the most valuable assets for banks in understanding customer needs, preferences, and behaviour and in improving the quality of financial services. This study examines how customer data analysis can be used to improve banking services, with special reference to Indian Overseas Bank (IOB). The study is based on practical exposure gained during an internship at IOB, where activities such as customer account opening, KYC verification support, and customer-data updation highlighted the importance of maintaining accurate and updated customer information in banking operations. Primary data were collected from 100 customers of Indian Overseas Bank using a structured questionnaire covering demographic characteristics, banking-service usage, digital banking adoption, and customer satisfaction. The collected data were analysed using percentage analysis and the Chi-Square test. The findings indicate that a majority of customers hold savings accounts and actively use digital banking services such as mobile banking, internet banking, and UPI. The results also indicate a generally positive level of customer satisfaction with the banking services provided by IOB. The Chi-Square analysis further identified significant associations among selected customer-related variables, indicating differences in customer perceptions across categories. The study concludes that effective customer data analysis enables banks to understand customer behaviour, personalize financial products and services, strengthen customer relationships, and support data-driven decision-making. The study recommends strengthening customer-data management systems, improving digital banking awareness, and using customer analytics continuously to enhance service quality and customer satisfaction.
DOI: http://doi.org/10.5281/zenodo.21887413
