SERVICE QUALITY AND SATISFACTION ON THE SERVICES OF STATE BANK OF INDIA

Abstract

The main aim of the study was proposed to quantify the customers service quality and satisfaction on the services offered by the branches of State Bank of India. For this purpose some customers as sample respondents with different demographic characteristics were considered based on systematic random sampling. The data selected criterion measures was collected using the revised SERVQUAL instrument. The results of the study reveal that the female respondents, higher educational qualification, and sophisticated technology users perceived the services offered by the State Bank of India branches, and felt comparatively satisfied compared to their counterparts.