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Original Research

CUSTOMER SATISFACTION ON SERVICE QUALITY OF SBI

R. MURALIDHARAN 1, and Dr. D. SUTHAMATHI 2.

Vol 18, No 04 ( 2023 )   |  DOI: 10.17605/OSF.IO/VW8HC   |   Author Affiliation: Ph.D (Part-Time) Research Scholar, Department of Management and Research, AVS College of Arts and Science, Ramalingapuram, Salem, Tamil Nadu 1; Research Supervisor & Assistant Professor, Department of Business Administration Sona College of Arts and Science, Salem, Tamil Nadu 2.   |   Licensing: CC 4.0   |   Pg no: 1714-1722   |   Published on: 29-04-2023

Abstract

Money is one of the most basic need for survival. Money must be maintained in safe and secure hands since financial stability is required for a man's social position. Banks provide this function, and banking has become an essential part of daily life. A bank represents safety, guidance, and trust to a consumer. Customers must have a strong sense of confidence and trust in the bank. The bank serves as a solid support system for those in financial need. Individuals go to banks because they offer a variety of services, including savings accounts, payment and debit cards, various forms of loans, insurance, and so on. Customers are the bank's lifeline, thus it is the bank's obligation to guarantee that clients are happy with the services they get and that robust security measures are in place to ensure secure banking. In order to effectively satisfy the expectations of those clients, the same bank must carry out its operations with adequate attention on the five facets of service excellence and ought to the Framework of performance as the strategic instrument based on requisites of those customers. Furthermore, the bank ought to employ innovative approaches to educate its consumers about the many services it offers. The current research's goal is to analyze the degree of happiness of customers with SBI's services and develop judgements about the quality of such services.


Keywords

Reliability, SBI, Satisfaction, Customer