Customer perception on service quality: A holistic view of SBI

Abstract

In India, the banking industry offers a vast variety of products and services plays a major in the economy of India. The present research investigates the impact of SBI’s Services on the client perception, and service quality. The key information was distributed surveys to gather data from 100+ customers. The study concentrated on quality perception, and customer perception. Utilizing a variety of tools, including Descriptive Statistics, Homogeneity of Variances, ANOVA, and Chi - Square. While conducting the analysis, the SERVQUAL tangibility, reliability, responsiveness, assurance, and empathy aspects were taken into account. The study’s main findings showed that the Type of Account and Tangibility, Quality of Banking Services and Reliability, Willingness of Employees to help and Responsiveness, Banking Information and Assurance, Needs and Empathy are weakly associated with each other.