A

RESEARCH REPORT

ON

SERVICE QUALITY GAP

A STUDY ON BANKING SECTOR

Submitted in Partial Fulfillment for the Award of Degree of

MASTER OF BUSINESS ADMINISTRATION

Of

Chhattisgarh Swami Vivekanand Technical University, Durg(C.G.)

Session 2017-18

Submitted by
AKANKSHA MBA(2ND SEM)

BARKHA DESHMUKH MBA(2ND SEM)

DEPARTMENT OF MANAGEMENT
BHILAI INSTITUTE OF TECHNOLOGY
(An ISO 9001:2000 Certified Institute)
Bhilai House, G.E. Road, Durg 491001(C.G.), India

1
CHAPTER - 1
1.1 INTRODUCTION

1
Banking can be defined as the business activity of accepting and safeguarding money owned by other individuals and
entities, and then lending out this money in order to earn a profit. with the passage of time, the activities covered by
banking business have widened and now various other services are also offered by banks. The banking services these
days include issuance of debit and credit cards, providing safe custody of valuable items, lockers, ATM services and
online transfer of funds across the country / world. Banking plays a silent and yet crucial role in our day to day
life.Banking system can be defined as a mechanism through which the money sully is created and controlled.In
India.banking system originated in last decades of 18th century.The largest bank, and the oldest still in existence, is
the State Bank of India (S.B.I).The Indian banking sector is made up of both private sector banks and public sector
banks.The "private-sector banks" are banks where greater parts of state or equity are held by the private shareholders
and not by government.since liberalization in government banking policy in the 1990s, old and new private sector
banks have re-emerged. They have grown faster & bigger over the two decades since liberalization using the latest
technology, providing contemporary innovations and monetary tools and techniques.However there are 16 old private
sector banks established before 1991 and after 1991 14 banks came into existence known as new private sector banks.

Service quality(SQ), in its contemporary conceptualization, is a comparison of perceived expectations (E) of a service
with perceived performance (P).In other word,service quality is a study an an assessment of how well a delivered
service conforms to the client's expectation.A customer's expectation of a particular service is determined by factors
such as recommendations, personal needs and past experiences. The expected service and the perceived service
sometimes may not be equal, thus leaving a gap.The ten determinants that may influence service quality gap are
reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the
customer and tangibles.Service quality may involve both subjective and objective processes. In both cases, it is often
some aspect of customer satisfaction which is being assessed. However, customer satisfaction is an indirect measure
of service quality.The relationship between service quality and customer satisfaction has received considerable
attention in academic literature. The results of most research studies have indicated that the service quality and
customer satisfaction are indeed independent but are closely related that and a rise in one is likely to result in an
increase in another construct.Since with increasing competition,highly educated customers,increase in standard of
living and with changing technology everyday,banks are forcing to review their customer service strategy.Banks are
sharpening their products and services while reasserting their strengths to cater to younger, savvier customers.

2
3
 1.2 RESEARCH OBJECTIVE

1. To identify the gap between customer expectation and their perception of service quality provided by Public
sector Banks and private sector banks.
2. To make suggestions to improve service quality in Indian banks on the basis of findings of the study
3. To study the awareness among the client about the norms of banking given by public sector bank and
private sector bank
4. To study the recent developments of Banking Sector in India.

4
CHAPTER 2

5
2.1 LITERATURE REVIEW

I. A.Ananth, R. Ramesh andB. Prabaharan carried out a survey to analyze service quality gap in private sector
banks.
II. Ravi K. Dhar and Silky Vigg Kushwah studied the topicService Quality Expectations and Perceptions of
Public and Private Sector Banks in India.
BI. Reena Roy 1, Dr. P. Vaijayanthi 2 and K.A. Shreenivasan carried out a survey about service quality gap of
foreign banks in India using PZB service quality model. They tried to find out the factors associated with
customer satisfaction among the customers of Indian foreign banks in Tamil Nadu.
IV. Melisha Krishundutt andSanjana Brijball Parumasur used conceptual model of service quality to map gaps in
perceived service quality in a banking sector.
V. Joseph M. et al (1999)- The study investigates role of technology on Australian banking sector and 300
customers were surveyed. The findings suggested that except from convenience/accuracy and efficiency e
banking services did not match with importance rating specified by customers
VI Lassar, et al (2000)- The study compared two models, that is , SERVQUAL and technical/functional
quality model of technology using 65 bank customers using SERPERF SCALE. The findings revealed that
technical/functional quality model was better than SERVQUAL because latter was lacking technical
dimensions. 2 models were having distinct and unique strength for measuring service quality aspects
VII Bahia, K and J Nantel (2000)- The paper suggested an alternative scale for measuring service quality in
retail banking. The study developed a scale called as Banking Service Quality Scale which contained
factors like effectiveness and assurance, access, price, tangibles, service portfolio and reliability. This
model was found to be more reliable than SERVQUAL
VIII Jamal, A., Naser, K., 2002-The study examined key drivers of customer satisfaction using 167 customers
and it was found that core and relational performances had impact on customer satisfaction and there was
negative relationship between customer expertise and customer satisfaction
IX Sureshchandar et al(2002).- The study examined relationship between service quality and customer
satisfaction in Indian banking sector. These were found to be independent but closely related. Both
constructs vary significantly in core services ,human element, systematization of service delivery,
tangibles and social responsibility.
X Gani A,Mushtaq Bhatt(2003)-The study is conducted to do a comparative study of service quality of
commercial banks and its dimensions in commercial banks. SERVQUAL is used and sample size was 800
customers. The study found out that CITI bank and Standard chartered bank are good in tangibility and in
reliability also they are good. In responsiveness parameter Indian banks are inferior to foreign banks. In
Assurance and empathy Indian banks are inferior

6
. XI Navdeep Aggarwal and Mohit Gupta (2003)- This study basically finds out the primary dimensions
and sub dimensions of service quality. Informal structured interviews are conducted with branch managers
and academicians to formulate a banking service quality model. The study found out that service time and
personal interactions are very important along with ambience for service quality
XII Zhou, L( 2004)- The study analysed impact of service quality in banks on customer satisfaction in chinas
retail banking and it was found out that reliability and assurance were the primary drivers of customer
satisfaction. It was also found out that there were significant variations in expectations and perceptions in
customers
XIII Arora S (2005)- This study analysed factors influencing customer satisfaction in public sector, private
sector and foreign banks in northern India. 300 customers were given questionnaires which reveled that
significant differences exist in customer satisfaction level of customers in each group of banks regarding
routine operation and situational and interactive factors. Foreign banks were found to be the leaders in
mechanization and automation

XIV Sharma S, et al (2007)-The study did a comparison of public and private banks with respect to
perceptions of customers regarding service quality. It was found out that service quality is associated with
satisfaction and there was significant difference between quality of services provided by banks. Banks in
smaller cities are far behind big cities in this regard

There has been studies and debate on the concept of service quality because of both defining it and measuring it
with no overall con-census emerging on either.Service quality can be defined as difference between customer
expectations of service and the perceived service.It is the extend to which a service meets customers need and
expectations.If the perceived service falls below the expected service,customers are dissatisfied and if the perceived
service quality is above the expected level,it creates satisfied customers.

7
 Services Provided by SBI
About SBI
The State Bank of India is one of Indias largest banks which is also a Fortune 500 company. The bank has a long
history of evolution and was formally constituted as the State Bank of India by an Act passed in the Parliament in May
1955. The bank was constituted on 1st July 1955 and since then has been a pioneer in the banking sector. In 2014 the
bank received the Best Bank Award in the Asia Money FX Poll of Polls.
The bank has more than 16, 000 branches in India with a network of over 21, 000 ATMs and it is growing rapidly.

Service provided by Sbi are:

1.Savings bank A/c
Premium saving a/c
Saving plus a/c
Yuva saving bank A/c
Basic saving bank A/c
Small A/c
Saving A/c for minor

2. FIXED DEPOSIT
State Bank of India offers Fixed Deposit schemes at attractive rates which are namely:
Term Deposits
Reinvestment plan
SBI Tax Savings Scheme 2006
SBI MODS Recurring Deposits
Annuity Deposit Scheme
SBI Flexi Deposit Scheme
The rate of interest on the domestic term deposit ranges from 5.50% to 7.50% for normal public for amounts lower
than 1 crore and the rate varies with the tenure of deposit chosen. For Senior citizens the range is 5.75% - 7.75%
which is 0.25% above the normal rate for deposits lower than 1 crore. For deposits higher than 1 crore, the rate of
interest ranges from 5.50% - 6.75% depending on the tenure chosen for normal public. For senior citizens the range is
5.75% - 7.00% per annum.

3. NRI banking
State Bank of India offers Savings Account, Current Account, Fixed Deposits and Recurring Deposits for
Non-Resident Indians under four types of accounts which are:

NRE Account
8
 NRO account
FCNR (B) Account

RFC Account

While the NRE and NRO account are denominated in Rupees, the FCNR (B) account is denominated in USD, GBP,
EURO, CAD, JPY and AUD. The RFC account is denominated in USD, GBP and EURO. While the customer can
open a Savings or Current account and Fixed or Recurring Deposits through NRE and NRO account, only Fixed
Deposits of TDR and STDR can be maintained under the FCNR and RFC account. The interest earned in NRE,
FCNR and RFC account is tax free in India, and interest earned under the NRO account is taxed under the Indian
Income Tax Rules which may be reduced to avoid double taxation.
The principal and interest amount is freely repatriable under the NRE, FCNR and RFC account while the principal
of up to 1 million USD is only repatriable and the interest is repatriable only after the tax treatment.

4.Loans
Home Loans
SBI auto loan
Education Loan
Personal loan
Loan against securities
Gold loan
Loan against property
Career loan

5.Banking services
Mobile banking
De-mat services
Cards
Internet banking
Safe deposit locker
Mobi cash

Services provided by axis bank

1.Accounts
EasyAccess Savings Account
Prime Savings account
9
 Salary Savings Account
Power salute: A salute to the defence forces
Azaadi
Senior Privilege Savings Account
For the woman of today Smart Privilege Savings Account
A complete banking solution for Trusts, Associations, Societies, Government Bodies, Section 25 companies and
NGOs
Pension Savings Bank Account,

2.Deposit
Fixed Deposits
Recurring Deposits
Encash 24
Tax Saver Fixed Deposit

3.Loans
Power Homes
Power Drive
Personal Power
Study Power
Asset Power
Two Wheeler Loan
Loan Against Security
Consumer Power

4. Other services

Personal Phone banking

NRI phone banking
Business phone banking
Agri- Rural phone banking
Social media banking
Online banking
Mobile banking
Locker facilities

10
CHAPTER-3

11
 3.1 RESEARCH METHODOLOGY

The study used survey to collect primary data from public banking and foreign banks customers. This study has been
carried out in Bhilai.Sample size of the study is 90. The sampling used in the study is random sampling. The data
collected is analyzed through T-test, frequency, descriptive etc. using SPSS.This will give opportunity to get the brief
idea of the study and the limitations in the research and they can try to cope up with them.The organization can utilize
the information to formulate and to formulate their strategy according to customers expectation.

B.Research Plan

Research Plan

Research Design Descriptive

Research Method used Survey
Research Technique Questionnaire
Data Collection From customers of Axis Bank and SBI
Sampling Plan Convenient
No of samples used 90

Descriptive research is used to describe characteristics of a population or phenomenon being studied. It does not
answer questions about how/when/why the characteristics occurred. Rather it addresses the "what" question (what
are the characteristics of Minnesota state population or situation being studied?) [1] The characteristics used to
describe the situation or population are usually some kind of categorical scheme also known as descriptive
categories.Descriptive research is the most commonly used and the basic reason for carrying out descriptive
research is to identify the cause of something that is happening.Descriptive research is also called Statistical
Research. The main goal of this type of research is to describe the data and characteristics about what is being
studied. The idea behind this type of research is to study frequencies, averages, and other statistical calculations.
Although this research is highly accurate, it does not gather the causes behind a situation.It is quantitative and
uses surveys and panels and also the use of probability sampling. Descriptive research is the exploration of the
existing certain phenomena. The details of the facts wont be known. The existing phenomena facts are not known
to the persons.

12
 C. Sampling plan

Measures Items No. of respondent

Ages 18-28 78
28-38 4
38-48 2
58+ 4
Income Nil 54
Upto 50,000 6
50,000-1,00,000 6
1,00,000> 23
Occupation Student 57
Employee 24
Business 3
Other 6
Gender Male 37
Female 53

Analysis of demographic factor on service quality gap -

To verify whether the demographic profile of respondent have an impact on service quality,further analysis was
carried out

C. Data Collection

Data collection is a term used to describe a process of preparing and collecting data - for example as part of a
process improvement or similar project. The purpose of data collection is to obtain information to keep on record,
to make decisions about important issues, to pass information on to others. Primarily, data is collected to provide
information regarding a specific topic.
As my Research is Descriptive I use survey method. To collect Primary data I give questionnaire to 90 respondents.My

collected data is primary data as it is collected directly from the respondent for my own Research.

13
 CHAPTER -4
ANALYSIS AND PRESENTATION

14
 DATA TABULATION, ANALYSIS AND RESULTS

Statistics

What kind of
problem do you
face while
using Occupation of
services Gender Age of the respondents respondents

N Valid 87 90 90 90

Missing 3 0 0 0

Mean 2.92 1.58 1.33 1.51

Median 3.00 2.00 1.00 1.00
Std. Deviation 1.143 .497 .972 .851
Skewness -.604 -.320 3.041 1.809
Std. Error of Skewness .258 .254 .254 .254

Kurtosis -1.093 -1.941 8.248 2.625

Std. Error of Kurtosis .511 .503 .503 .503
Statistics

What kind
of account
How frequently do you
Income of do you use maintain in
respondents Name of bank banking service this bank

N Valid 90 86 90 90

Missing 0 4 0 0

Mean 1.97 1.33 2.49 1.12

Median 1.00 1.00 3.00 1.00
Std. Deviation 1.311 .471 .824 .445
Skewness .767 .758 -.271 4.469
Std. Error of Skewness .254 .260 .254 .254
Kurtosis -1.279 -1.460 -.502 22.735
Std. Error of Kurtosis .503 .514 .503 .503

15
 Statistics

Which of the Do you trust the Do you think Which bank do

facilities is given security of that there is you consider as
more services of your adequate staff technologically
importance bank? in the bank? advance?

N Valid 89 88 88 87

Missing 1 2 2 3
Mean 2.92 1.31 1.28 1.52
Median 3.00 1.00 1.00 2.00
Std. Deviation .801 .488 .454 .503
Skewness -.128 1.153 .974 -.070
Std. Error of Skewness .255 .257 .257 .258
Kurtosis -.825 .052 -1.076 -2.043
Std. Error of Kurtosis .506 .508 .508 .511

Statistics

Are you
Are you influenced by What do you
satisfied with the feel about
the customer infrastructure of overall
care services? bank? services?
N Valid 88 89 89

Missing 2 1 1
Mean 1.24 1.63 2.15
Median 1.00 1.00 2.00
Std. Deviation .429 .817 .683
Skewness 1.248 .786 .026
Std. Error of Skewness .257 .255 .255
Kurtosis -.454 -1.043 -.357
Std. Error of Kurtosis .508 .506 .506

16
By analysing data in SPSS Software I get following result:

T Test
A t-test is any statistical hypothesis test in which the test statistic follows a Student's t-distribution under the
null hypothesis. It can be used to determine if two sets of data are significantly different from each other.
A t-test is most commonly applied when the test statistic would follow a normal distribution if the value of a
scaling term in the test statistic were known.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Gender 90 1.58 .497 .052
Age of the respondents 90 1.33 .972 .102
Occupation of respondents 90 1.51 .851 .090
Income of respondents 90 1.97 1.311 .138
Name of bank 86 1.33 .471 .051
How frequently do you use 90 2.49 .824 .087
bamking service
What kind of account do you 90 1.12 .445 .047
maintain in this bank
Which of the facilities is 89 2.92 .801 .085
given more importance
What kind of problem do 87 2.92 1.143 .123
you face while using
services
Do you trust the security of 88 1.31 .488 .052
services of your bank?
Do you think that there is 88 1.28 .454 .048
adequate staff in the bank?
Which bank do you consider 87 1.52 .503 .054
as technologically advance?
Are you satisfied with the 88 1.24 .429 .046
customer care services?
Are you influenced by the 89 1.63 .817 .087
infrastructure of bank?
What do you feel about 89 2.15 .683 .072
overall services?
Average 0 a,b . . .
a. t cannot be computed because the sum of caseweights is less than or equal 1.
b. t cannot be computed. There are no valid cases for this analysis because all
caseweights are not positive.

17
One Sample Test

One-Sample Test

Test Value = 0

95% Confidence Interval of the

Difference

t df Sig. (2-tailed) Mean Difference Lower Upper

Gender 30.136 89 .000 1.578 1.47 1.68
Age of the respondents 13.020 89 .000 1.333 1.13 1.54
Occupation of respondents 16.841 89 .000 1.511 1.33 1.69
Income of respondents 14.235 89 .000 1.967 1.69 2.24
Name of bank 26.081 85 .000 1.326 1.22 1.43
How frequently do you use 28.641 89 .000 2.489 2.32 2.66
bamking service
What kind of account do you 23.903 89 .000 1.122 1.03 1.22
maintain in this bank
Which of the facilities is 34.410 88 .000 2.921 2.75 3.09
given more importance
What kind of problem do you 23.816 86 .000 2.920 2.68 3.16
face while using services The
Do you trust the security of 25.123 87 .000 1.307 1.20 1.41
services of your bank?
Do you think that there is 26.558 87 .000 1.284 1.19 1.38
adequate staff in the bank?
Which bank do you consider 28.157 86 .000 1.517 1.41 1.62
as technologically advance?
Are you satisfied with the 27.104 87 .000 1.239 1.15 1.33
customer care services?
Are you influenced by the 18.809 88 .000 1.629 1.46 1.80
infrastructure of bank?
What do you feel about 29.625 88 .000 2.146 2.00 2.29
overall services?

18
Frequency

1. Gender

Gender

Cumulative
Frequency Percent Valid Percent Percent

Valid Male 38 42.2 42.2 42.2

Female 52 57.8 57.8 100.0

Total 90 100.0 100.0

From the above table and graph above it can be seen that

58.9 % respondents are Female

41.1% respondents are male.

19
2.Age of the Respondent

Age of the respondents

Cumulative
Frequency Percent Valid Percent Percent

Valid 18-28 78 86.7 86.7 86.7

28-38 4 4.4 4.4 91.1

38-48 2 2.2 2.2 93.3

48-58 2 2.2 2.2 95.6

58+ 4 4.4 4.4 100.0

Total 90 100.0 100.0

From the table and graph above it can seen that

86.7% of respondents are 18 to 28 years of age.
4.4 % of respondents are 28 to 38 years of age.
2.2% of respondents are 38 to 48 years of age.
2.2% of respondent are 48 to 58 years of age.
4.4 % of respondents are 58 and above years of age.

20
3. Occupation of Respondent

Occupation of respondents

Cumulative
Frequency Percent Valid Percent Percent
Valid Student 59 65.6 65.6 65.6

Employee 22 24.4 24.4 90.0

Business 3 3.3 3.3 93.3

Other 6 6.7 6.7 100.0

Total 90 100.0 100.0

From the table and graph above it can seen that

63.3% of respondents are students
26.7 % of respondents are employee.
3 % of respondents are of business category.
6.7 % of respondents are of other.

21
4. Income of the respondents

Income of respondents

Cumulative
Frequency Percent Valid Percent Percent
Valid Nil 55 61.1 61.1 61.1

Upto 50000 6 6.7 6.7 67.8

50000-100000 6 6.7 6.7 74.4

100000 > 23 25.6 25.6 100.0

Total 90 100.0 100.0

From the table and graph above it can seen that

60.7% of respondents has NIL income.
6.7% of respondents has income upto 50,000
6.7% of respondents has income 50,000-1,00,000
25.8% of respondents has income 1,00,000 <

22
Q -1 How frequently do you use banking services?

How frequently do you use banking service

1 Cumulative
Frequency Percent Valid Percent Percent

Valid In a day 12 13.3 13.3 13.3

In a week 29 32.2 32.2 45.6

In a month 42 46.7 46.7 92.2

In a year 7 7.8 7.8 100.0

Total 90 100.0 100.0

INTERPRETATION
Here the analysis shows that 13.3% of respondents use their banking services every day, 33.3% in a week, 45.6%
in a month and the rest i.e 7.8 % use their banking service in a year. After this analysis I found that maximum of
the respondents use their banking services in a month.
The Mean,Trimmed Mean and Median of the question are 2.66,2.49,3.00 are respectively. Since they are nearest to
each other,Hence the dataset are normal.

23
Q-2 What kind of account do you maintain in this bank?

What kind of account do you maintain in this bank

Cumulative
Frequency Percent Valid Percent Percent

Valid Savings a/c 82 91.1 91.1 91.1

Current A/c 6 6.7 6.7 97.8

Fixed Deposite 1 1.1 1.1 98.9

Other 1 1.1 1.1 100.0

Total 90 100.0 100.0

INTERPRETATION

Here the analysis shows that 91.1% of respondents maintain saving accounts,6.7% of respondents maintain current
account,1.1% of the respondents manitain Fixed deposit and remaining have other type of account.
The Mean,Trimmed Mean and Median of the question are 1.12, 1.22 and 1.00 respectively.Since they are nearest to
each other,Hence the dataset are normal.

24
Q-3 Which of the facilities is given more importance?

Which of the facilities is given more importance

Cumulative
Frequency Percent Valid Percent Percent
Valid Loan facilities 2 2.2 2.2 2.2

Internet banking 26 28.9 29.2 31.5

ATM 38 42.2 42.7 74.2

Cash depodite & withdrawal 23 25.6 25.8 100.0

Total 89 98.9 100.0

Missing System 1 1.1
Total 90 100.0

INTERPRETATION

Here the analysis shows that 2.25% of the respondents uses loan facilities, 29.21% of the respondents uses internet
banking, 42.70% of the respondents uses ATM facilities, 25.84% of the respondents uses cash desposite &
withdrawal. The Mean, Trimed Mean & Median of the question are 2.92, 2.94 and 3.0 respectively. Since they are
nearer to each other the dataset is normal.

25
 Q-4 What kind of problem do you face while using banking services?

What kind of problem do you face while using services

Cumulative
Frequency Percent Valid Percent Percent

Valid ATM 16 17.8 18.4 18.4

Phone banking 12 13.3 13.8 32.2

Internet banking 22 24.4 25.3 57.5

Other 37 41.1 42.5 100.0

Total 87 96.7 100.0

Missing System 3 3.3

Total 90 100.0

INTERPRETATION

Here the analysis shows that 18.39% of the respondent faces problem while using ATM, 13.79% of the respondents
faces problem while using phone banking, 25.29% of the respondents faces problem whike using internet banking and
42.53% of the respondents faces problem in using other services.
The Mean, Trimmed Mean and Median of the question are 2.92, 2.97 and 3.00 respectvely. Since they are nearer to
each other the dataset is normal.

26
Q- 5 Do you trust the security of banking service of your bank?

Do you trust the security of services of your bank?

Cumulative
Frequency Percent Valid Percent Percent

Valid Completely 62 68.9 70.5 70.5

Somwhat 25 27.8 28.4 98.9

Unreliable 1 1.1 1.1 100.0

Total 88 97.8 100.0

Missing System 2 2.2
Total 90 100.0

INTERPRETATION

Here the analysis shows that 70.5% of the total respondent completely trust the security of their bank,while 28% of
the respondents thinks that their banking service is somewhat trustable and the rest 1 % thinks unreliable.
The Mean,Trimmed mean and Median of this question are 1.31,1.27,1.00 respectively.Since these are nearer to each
other,the data set is normal.

27
Q-6 Do you think there is adequate staff in the bank?

Do you think that there is adequate staff in the bank?

Cumulative
Frequency Percent Valid Percent Percent

Valid Yes 63 70.0 71.6 71.6

No 25 27.8 28.4 100.0

Total 88 97.8 100.0

Missing System 2 2.2
Total 90 100.0

INTERPRETATION
Here the analysis shows that 70.5% of the respondents are feels that their bank have adequate staff and the
rest 29.5% does not feel so.
The Mean,Trimmed Mean.and Median are 1.28,126,1.00 respectively.Since they are nearer to each other,the data
set is normal.

28
Q-7 Which category of bank do you consider as most technologically advanced?

Which bank do you consider as technologically advance?

Cumulative
Frequency Percent Valid Percent Percent

Valid Axis Bank 42 46.7 48.3 48.3

SBI 45 50.0 51.7 100.0

Total 87 96.7 100.0

Missing System 3 3.3

Total 90 100.0

INTERPRETATION
Here the analysis shows that 51.7% of respondents considers SBI as technologically advance and 48.3% of
respondent thinks that Axis bank is more advance.
The Mean Trimmed Mean and Median are 1.52,1.52,2.00 respectively.Since there are nearer to each
other,hence their data set is normal.

29
Q-8 Are you satisfied by the customer care services provided by your bank?

Are you satisfied with the customer care services?

Cumulative
Frequency Percent Valid Percent Percent

Valid Satisfied 67 74.4 76.1 76.1

Dissatisfied 21 23.3 23.9 100.0

Total 88 97.8 100.0

Missing System 2 2.2

Total 90 100.0

INTERPRETATION
Here the analysis shows that 76.1% of respondents are satisfied with the service if their banks and rest 23.9% are
dissatisfied by their banking services.
The Mean Trimmed Mean and Median are1.24,1.21,1.00 respectively.Since there are nearer to each
other,hence their data set is normal.

30
Q-9 Are you influenced by the infrastructure of your bank?

Are you influenced by the infrastructure of bank?

Cumulative
Frequency Percent Valid Percent Percent
Valid Yes 52 57.8 58.4 58.4

No 18 20.0 20.2 78.7

Somewhat 19 21.1 21.3 100.0

Total 89 98.9 100.0

Missing System 1 1.1

Total 90 100.0

INTERPRETATION
Here the analysis shows that 58.4% thinks that they are influenced by infrastructure of bank and while 20.2%
said no and the rest 21.3% are not sure about it.
The Mean Trimmed Mean and Median are1.63,1.59.1.00 respectively.Since there are nearer to each
other,hence their data set is normal.

31
Q-10 What do you feel about the overall service quality of your bank?

What do you feel about overall services?

Cumulative
Frequency Percent Valid Percent Percent

Valid Average 14 15.6 15.7 15.7

Good 49 54.4 55.1 70.8

Very Good 25 27.8 28.1 98.9

Excellent 1 1.1 1.1 100.0

Total 89 98.9 100.0

Missing System 1 1.1

Total 90 100.0

INTERPRETATION
Here the analysis shows that 15.7% of respondents feels that overall service quality is average,while 55.1%
thinks that services is good ,28.1% of respondents feels that overall service quality is very goo and the rest 1.1%
thinks that overall service is excellent.
The Mean Trimmed Mean and Median are 2.15, 2.29, 2.15 respectively.Since there are nearer to each other,hence
their data set is normal.

32
 TYPES OF GRAPH USED

Pie-Chart

A pie chart (or a circle chart) is a circular statistical graphic which is divided into slices to illustrate numerical
proportion. In a pie chart, the arc length of each slice (and consequently its central angle and area), is proportional to the
quantity it represents. While it is named for its resemblance to a pie which has been sliced, there are variations on the
way it can be presented. The independent variable can attain a finite number of discrete values (for example, five).The
dependent variable can attain any value from zero to 100 percent.A circle graph/pie chart is a way of summarizing a set
of categorical data or displaying the different values of a given variable (e.g., percentage distribution). This type of
chart is a circle divided into a series of segments. Each segment represents a particular category. The area of each
segment is the same proportion of a circle as the category is of the total data set.

Histogram
A histogram is a graphical representation of the distribution of numerical data. It is an estimate of the probability
distribution of a continuous variable (quantitative variable) and was first introduced by Karl Pearson.It is a kind of bar
graph. To construct a histogram, the first step is to "bin" the range of valuesthat is, divide the entire range of values
into a series of intervalsand then count how many values fall into each interval. The bins are usually specified as
consecutive, non-overlapping intervals of a variable. The bins (intervals) must be adjacent, and are often (but are not
required to be) of equal size.
If the bins are of equal size, a rectangle is erected over the bin with height proportional to the frequency the number
of cases in each bin. A histogram may also be normalized to display "relative" frequencies. It then shows the proportion
of cases that fall into each of several categories, with the sum of the heights equaling 1.

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 Findings via graph

1. After analyzing the data collected via questionnaire it was found that,from 90 respondents 58.9% respondents are
female and 41.1% were male.
2. After analyzing the data collected via questionnaire it was found that 63.3% respondents are students,26.7% are
employees,3.3% are of business category and rest 6.7% are of other occupation.
3. After analyzing the data collected via questionnaire it was found that 86.7% of respondents are of age group 18-
28,4.4% are of 28-38,2.2% are of 38-48,2.2% are of 48-58 and rest 4.4% are of age group 58 and above.
4. After analyzing the data collected via questionnaire it was found that the respondents with 60.7% response have
nil income,whereas 6.7% have income upto 50,000,6.7% have between 50,000-1,00,000 and 25.8% have
income more than 1,00,000
5. After analyzing the data collected via questionnaire it was found that out of 90 respondents,67.4% respondents have
accounts in State Bank of India and 32.6% have in Axis bank
6. After analyzing the data collected via questionnaire it was found that 13.3% of population use banking services in
days,while 33.3% once in week,45.6% use service once in a month and rest 7.8% in a year.
7. After analyzing the data collected via questionnaire it was found that 91.1% of respondents maintain saving bank
accounts in banks,6.7% have current account,1.1% and other 1.1% have fixed deposit and other type of accounts
in their banks.
8. The respondents were asked that to which facility of their bank they give more importance and the result was
42.7 give importance to ATM facilities,while 29.2 to internet banking,25.8 % respondents give importance to
cash deposit ans withdraw and other 2.2% to loan facility.
9. After analyzing the data collected via questionnaire it was found that 18.4% people face problem regarding ATM
services,13.8% regarding phone services,25.3% regarding internet banking and rest 42.5% regarding other
facilities.
10. The respondents were asked that how much they trust their bank and result was 70.5% people trust their bank
completely,28.4% were to some extent trust their bank and rest 1.1% thinks it unreliable.
11. After analyzing the data collected via questionnaire it was found that 70.5% thinks that their bank have adequate
staff to meet their problems and requirements and rest 29.5% dont have adequate staff.
12. The respondents were asked that which bank they thinks is technologically advanced and the response were
51.75 thinks SBI is technologically advanced and rest 48.3% thinks Axis is advance.

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13. After analyzing the data collected via questionnaire it was found that 76.1% of respondents were satisfied by
their bank services and 23.9% are dissatisfied
14. After analyzing the data collected via questionnaire it was found that 58.4% are influenced by their bank
infrastructure,20.2% were not influenced and rest 21.3% are not sure about it.
15. The respondents were asked about the overall services of their bank and the results are 1.1% thinks the services are
excellent,28.1% rated it very good,55.1% as good and rest 15.7% rated as average.

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 LIMITATIONS OF THE STUDY

I. The study is limited to the study of expectations and perceptions of customers having an account in private and
public banks.
AI. The perceptions and expectations of customers are limited to the time period of the study.
BI. The perceptions of customers are limited only to place of study
IV. The study is limited to Bhilai city(C.G)
V. Respondents did not want to respond because they think that filling up the questionnaire does not benefit them
VI. Used only when respondents are educated and cooperative.
VII. Time constraint are limited..
VIII Handling SPSS software requires knowledge.

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 CONCLUSIONS

The purpose of this study is well achieved.

We made research among 90 respondents and it was not easy to get which bank provide more services.After
analysing the data it was found that demographic factor like age,occupation,income,gender effects the perception and
expectation of customers regarding banks.

This study was not only to know the service quality gap but it also helps to verify whether the demographic profile of
respondent have an impact on service quality,further analysis was carried out and to know the difference between the
expectation of services and the perceived services of customers regarding their bank.While selecting the banks,the
preference was to select one bank from public sector and another from private sector that is State Bank Of India and
Axis bank respectively.

It is further recommended that banks should focus on increase in the facilities provided and also on the service towards
satisfaction level of its customers and employees as well.

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BIBILOGRAPHY

Bibliography includes references, books, magazines, web sites and newspapers that are, used during any research. I
used following bibliography during my research project.

1. Bibliography

Kothari, C.R., Research Methodology, New Delhi, New Age International Ltd., 3rd Edition,2014.

Kotlar Philip, Marketing Management, 13th Addition, Prentice Hall of India Pvt. Ltd., New Delhi, 2009.

REFERENCE

WEBSITES:
1. https://en.wikipedia.org/wiki/SERVQUAL
2. https://en.wikipedia.org/wiki/Public_sector_banks_in_India
3. https://en.wikipedia.org/wiki/Private-sector_banks_in_India
4. http://www.ripublication.com/gjfm-spl/gjfmv6n5_09.pdf
5. http://www.iibf.org.in/documents/reseach-report/Report-26.pdf
6. https://www.google.com/forms/about/
7. http://www.managementparadise.com/Castel/documents/3553/services-quality-analysis-in-sbi-and-axis-bank/
8. https://en.wikipedia.org/wiki/Pie_chart
9. https://www.smartdraw.com/pie-chart/
10. https://en.wikipedia.org/wiki/Histogram
11. https://statistics.laerd.com/statistical-guides/understanding-histograms.php
12. https://statistics.laerd.com/statistical-guides/understanding-histograms.php
13. http://www.highcharts.com/demo/pie-basic
14. https://digital-photography-school.com/how-to-read-and-use-histograms/

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