Abstract: In the current world competition is getting more intense than ever before. For these reasons, Banking industry’s and commercial companies need to start paying due Attention to their Customer satisfaction and service quality, growing competitors, development of new technological aspects ever After. Companies should constantly anticipate the customers unlimited needs and expectations and try to address the gap. The aim of this study is to assess customers’ satisfaction towards the banking service of State Bank of India and to give an insight for the management for Areas of improvement. A few of respondents who have used SBI service participated in the study from Head quarter and main branch. The data has been analyzed via quantitative method of analysis, i.e. by the use of pie chart, table, graph and the likes by the use of descriptive statistics and use qualitative aspect of data analysis to do some non-quantifiable aspect of the research. From our discussion via top management the seventy five percent of SBI customer can satisfied from the service of bank, however to further scale up the bank needs some change in its delivered services to the growing customer, For the Attainment of its vision, “to be the strongest and most preferred bank of the People of India and world “and to Maintain its competitiveness in the market the bank should work on the entire aspect of quality Dimensions and especially on those with the higher gaps i.e. tangibles in introducing technologically advanced banking system. So, to maximize the positive impact of Customer satisfaction in the state bank of India., the study finalizes with the following way forwards; the SBI need to analyze the existing banking service in a way of maximizing customer satisfaction and this in turn leads to the high banking industry competition and it enhances capacity to compete with in this industry without compromising customer satisfaction and loyalty of SBI.
Keywords: Customer satisfaction, Banking industry’s, banking system, State Bank of India.
Title: CUSTOMER SATISFACTION TOWARDS BANKING SERVICES OF STATE BANK OF INDIA
Author: ZENEBE HONJA BALCHA
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
