Customer Perception, Expectation, and Experience Toward Services Provided by Public Sector Mutual Funds

Abstract

In recent years, mutual funds have gained popularity as a means of ensuring the financial security. Mutual funds have benefited families in capitalizing on India's wealth while also contributing to the country's economic record. As knowledge and understanding of mutual funds grow, most people are reaping the benefits of investing in them. This study is focused on the various customer perceptions, expectations, and experiences toward services provided by public sector mutual funds. This study mainly analyzed the main features and major factors affecting the public sector mutual fund’s customers’ experience, expectation, and their perception. A quantitative study was undertaken through a structured questionnaire to analyze major factors that attracted customers toward public sector mutual funds, and based on the analysis, it was found that customers are satisfied because they have got better responsiveness from public sector mutual funds to customer complaints. As part of the study, many customers’ opinions and reviews have been collected. This project will help public sector mutual funds to develop new strategies to create a more customer-friendly approach for increasing the sales and improving the customer satisfaction and their experience with public sector mutual funds.