INDEX

1) Executive Summary

2) Introduction

3) Company Profile

4) Objective of the Study

5) Research Methodology

6) Data Analysis

7) Findings

8) Suggestions

9) Conclusion

10) Bibliography

11) Annexure

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 EXECUTIVE SUMMARY

Today’s finicky banking customers will settle for nothing less. The customer has come to realize
somewhat belatedly that he is the king. The customer’s choice of one entity over another as his
principal bank is determined by considerations of service quality rather than any other factor. He
wants competitive loan rates but at the same time also wants his loan or credit card application
processed in double quick time. He insists that he be promptly informed of changes in deposit

rates and service charges and he bristles with „customary rage‟ if his bank is slow to redress any

grievance he may have. He cherishes the convenience of impersonal net banking but during his
occasional visits to the branch he also wants the comfort of personalized human interactions and
facilities that make his banking experience pleasurable. In short he wants financial house that
will more than just clear his cheque and updates his passbook: he wants a bank that cares and
provides great services.

So does SBI bank meet these heightened expectations? What are the customers‟ perceptions of

service quality of the banks? Which dimension of service quality of SBI bank is performing
well? To find out answers to these questions I undertook a survey of 2 branches of SBI bank.
A lot of surveys have been done in the past to understand the aspect of customer satisfaction and
to find out the customer friendly banks. My research is conducted to find out “SERVICE
QUALITY OF SBI BANK”.
Banking or net banking is an outgrowth of personal banking. Daniel (1999)1 defines
electronic banking as the delivery of information and services by banks to customers via PC and
mobile phone. Internet banking provides services like instant bill payments, online funds
transfer, request for lost cards, cheques, top- up for pre-paid mobile cards, etc., thus removing
geographical and time constraints at minimal costs (IAMAI‟s, 2006)2. Govt. of India enacted
the IT Act, 2000 to provide legal recognition to electronic transactions. Perception is an
approximation of reality. Since the service quality is not easily identifiable and measurable due
to inherent characteristics of services, Zeithmal et al (2001)3 developed e-SERVQUAL model
to include dimensions like efficiency, reliability, fulfillment, privacy, responsiveness,
compensations, and customer contact.
Reserve Bank of India (RBI) is encouraging banks to leverage upon net banking to
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empower rural India of 135 million households which accounts for 50 per cent of India‟s GDP.
The banks should strive to identify customer requirements and try to produce services that excite
the rural customers. The present paper adopts an explorative research design with sample of
150customers based on e-SERVQUAL model of Zeithmal, et al (2001) based on eSERVQUAL
model of Zeithmal et al (2001) in which various quality factors are re-categorized and
encapsulated to understand the perception of rural customers on the quality dimensions of SBI‟s
banking service so as to design marketing strategies for rural customers and to improve
customer satisfaction. Factor analysis, ANOVA and regression analysis were used to assess the
relationship between service quality dimensions, demographic factors of rural customers, and
level of their satisfaction.

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 INTRODUCTION

In the days of intense competition, the banks are no different from any other consumer
marketing company. It has become essential for the service firms in general and banks in
particular to identify what the customer's requirements are and how those customer requirements
can be met effectively. In the days where product and price differences are blurred, superior
service by the service provider is the only differentiator left before the banks to attract, retain and
partner with the customers. Superior service quality enables a firm to differentiate itself from its
competition, gain a sustainable competitive advantage, and enhance efficiency .The benefits of
service quality include increased customer satisfaction, improved customer retention, positive
word of mouth, reduced staff turnover, decreased operating costs, enlarged market share,
increased profitability, and improved financial performance. The construct of service quality has
therefore been a subject of great interest to service marketing researchers.
Service quality has been defined by various experts in various ways as: 'Service Quality
is the difference between customers' expectations for service performance prior to the service
encounter and their perceptions of the service received.' According to Gefan Service quality is
the subjective comparison that customers make between the qualities of service that they want to
receive and what they actually get.' Parasuraman says, 'Service quality is determined by the
differences between customer's expectations of services provider's performance and their
evaluation of the services they received.
Service quality is 'the delivery of excellent or superior service relative to customer

expectations‟.

Service quality is recognized as a multidimensional construct. While the number of dimensions

often varies from researcher to researcher, there is some consensus that service quality consists of
three primary aspects: outcome quality, interaction quality, and physical service environment quality.
Outcome quality refers to the customer's assessment of the core service which is the prime motivating
factor for obtaining the services (e.g. money received from ATM). Interaction quality refers to the
customer's assessment of the service delivery process, which is typically rendered via a physical
interface between the service provider, in person, or via technical equipment, and the customer. It
includes, for instance, the consumer's evaluation of the attitude of the service providing staff. The

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physical service environment quality dimension refers to the consumer's evaluation of any
tangible aspect associated with the facilities or equipment that the service is provided in/ with. It
includes, for example, the physical conditions of an ATM machine.
The most popular dimensions of service quality--features five dimensions: tangibles,
reliability, responsiveness, empathy, and assurance. The tangibles dimension corresponds
to the aforementioned physical environment aspect, the reliability dimension corresponds to
the service outcome aspect, and the remaining three represent aspects of interaction quality.
Both the costs and the revenue of firms are affected by repeat purchases, positive word-of- mouth
recommendation, and customer feedback. Moreover, there is strong evidence that service quality
has either a direct influence on the behavioral intentions of customers and/or a n indirect
influence on such intentions, mediated through customer satisfaction.
RATER is an instrument that might be used to define and measure banking service quality and
to create useful quality-assessment tools.
The RATER may finally provide the following benefits to the SBI bank:

1. It is the first approach to add and mix the customers‟ religious beliefs and cultural values

with other quality dimensions.

2. It provides for multi- faced analysis of customer satisfaction.

3. It links quality with customers‟ satisfaction and service encounter.

4. It provides information at several levels, already organized into meaningful groupings.

5. It is a proven approach, which results in usable answers to meet customers‟ needs.

6. It is empirically grounded, systematic and well documented.

Banks managers can use the RATER model and its dimensions first to identify the following
issues:
To identify those areas where improvement should be made and resources can be
allocated. For instance, they need to know the level of quality in their banks and they can
manipulate to make bank-wide improvement in quality performance. Also they can use

benchmarking to compare their performance and other banks‟, which have already implemented

quality program that will help to prioritise the quality management efforts.

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 RESPONSIVENES

RELIABILITY ASSURANCE

EMPATHY TANGIBILIT

DIMENSIONS OF SERVICE QUALITY

TANGIBILITY: This dimension deal with modern looking equipments and visual appealing part of
banks.
RELIABILITY: This dimension has a direct positive effect on perceived service quality and
customer satisfaction in banking institutions. Banks must provide error free service and secure
online transactions to make customers feel comfortable.
RESPONSIVENESS: Customers expect that the banks must respond their inquiry promptly.
Responsiveness describes how often a bank voluntarily provides services that are important to its
customers. Researchers examining the responsiveness of banking services have highlighted the
importance of perceived service quality and customer satisfaction.
ASSURANCE: Customer expects that the bank must be secured and the behavior of the employees
must be encouraging.

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EMPATHY: individual attention, customized service and convenient banking hours are very
much important in today’s service. In order to achieve better understanding of service quality in
banking sector, the proposed five service quality dimensions are conceptualized to illustrate the

overall service quality of the banking in relation to customers‟ and providers perspective.

Banking was in the sector featuring medium goods and higher customer producer
interactions, since in banking, consumers and service providers interact personally and the use
of goods is at a medium level. Hence, in banking, where there are high customer-producer
interactions, the quality of service is determined to a large extent by the skills and attitudes of
people producing the service.
In the case of services, because customers are often either direct observers of the
production process or active participants, how the process is performed also has a strong
influence on the overall impression of the quality of service. A well-performed service
encounter may even overcome the negative impression caused by poor technical quality as well
as generate positive word-of-mouth, particularly if customers can see that employees have
worked very hard to satisfy them in the face of problems outside their control. Employees are
part of the process, which connects with the customer at the point of sale, and hence employees
remain the key to success at these service encounters or “moments of truth”. It is these
encounters with customers during a service that are the most important determinants of overall
customer satisfaction, and a customer’s experience with the service will be defined by the brief
experience with the firm’s personnel and the firm’s systems. The rudeness of the bank’s
customer service representative, the abruptness of the employee at the teller counter, or the
lack of interest of the person at the check deposit counter can alter one’s overall attitude
towards the service, perhaps even reversing the impression caused by high technical quality.
Another important service quality factor, competence, is defined by whether the bank
performs the service right the first time, whether the employees of the bank tell customers
exactly when services will be performed, whether the bank lives up to its promises, whether
customers feel safe in their transactions with the bank and whether the employees show a sincere

interest in solving the customers‟ problems. In short, this dimension is related to the banks‟

ability to perform the promised service accurately and dependably. Performing the service
dependably and accurately is the heart of service marketing excellence. When a company

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performs a service carelessly, when it makes avoidable mistakes, and when it fails to deliver on

promises made to attract customers, it shakes customers‟ confidence in its capabilities and

undermines its chances of earning a reputation for service excellence.

It is very important to do the service right the first time. In case a service problem does
crop up, by resolving the problem to the customer’s satisfaction, the company can significantly
improve customer retention. However, companies fare best when they prevent service problems
altogether and fare worst when service problems occur and the company either ignores them or
does not resolve them to the customer’s satisfaction.
Performing the service accurately is perhaps the most important factor in service quality
excellence. The cost of performing the service inaccurately includes not only the cost of redoing
the service but also the cost associated with negative word-of-mouth generated by displeased
customers. In case of services, the factory is the field. Again, services are intangible and hence
the criteria for flawless services are more subjective than the criteria for defect- free tangible

goods. Hence for most services, customers‟ perceptions of whether the service has been

performed correctly, and not provider-established criteria, are the major determinants of
reliability.
The service quality factor tangible is defined by whether the physical facilities and
materials associated with the service are visually appealing at the bank. These are all factors that
customers notice before or upon entering the bank. Such visual factors help consumers form
their initial impressions. A crucial challenge in service marketing is that customers cannot see a
service but can see the various tangibles associated with it - all these tangibles, the service
facilities, equipment and communication materials are clues about the intangible service. If
unmanaged, these clues can send to the customer’s wrong messages about the service and render
ineffective the marketing strategy of the company. On the other hand, improving quality through
tangibles means attention to the smallest details that competitors might consider trivial. Yet,
these visible details can add up for customers and signal a message of caring and competence.
Customers may reveal new aspects of service quality in banking that are important to them, and
these would have to be incorporated in the scale so as to further explore the concept of service
quality in the banking arena.
NEED FOR THE STUDY

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 E-banking has experienced explosive growth and has transformed traditional practices in
banking (Gonzalez et al, 2008)11, while branch banking has fallen by a full 15%, according to a
report by global management consultancy McKinsey & Company. The customers have become
dynamic and their perceptions too are dynamic. Due to financial inclusion, technological
advancement in the market, there is a need to re-categorize the various factors of service quality
and to study the impact of new categories on the customer satisfaction. Hence there is a need to
study the customers‟ perception.

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 COMPANY PROFILE
The State Bank of India (SBI) is an Indian multinational, public sector banking
and financial services company. It is a government-owned corporation headquartered
in Mumbai, Maharashtra. The company is ranked 216th on the Fortune Global 500 list of
the world's biggest corporations as of 2017. It is the largest bank in India with a 23%
market share in assets, besides a share of one-fourth of the total loan and deposits
market.[5][6]

The bank descends from the Bank of Calcutta, founded in 1806, via the Imperial
Bank of India, making it the oldest commercial bank in the Indian subcontinent. The Bank
of Madras merged into the other two "presidency banks" in British India, the Bank of
Calcutta and the Bank of Bombay, to form the Imperial Bank of India, which in turn
became the State Bank of India in 1955.[7] The Government of India took control of the
Imperial Bank of India in 1955, with Reserve Bank of India (India's central bank) taking a
60% stake, renaming it the State Bank of India. In 2008, the government took over the
stake held by the Reserve Bank of India

SBI is an Indian multinational, Public Sector banking and financial services

company. SBI is one of India’s major banks and is an industry leader in terms of size,
business sector promotion and initiatives for the progress and economic enhancement of
the Indian economy.

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 ROFILE

 An integrated solution for all financial challenges faced by the corporate universe.
 The primary delivery channels are The Corporate Banking Group and the National
Banking Group
 The Corporate Banking Group consists of dedicated Strategic Business Units that cater
exclusively to specific client groups or specialize in particular product clusters.
 The Corporate Banking Group consists of dedicated Strategic Business units viz.
o Corporate Accounts Group (CAG),
o Project Finance unit and
o Leasing unit.
 The National Banking Group also delivers the entire spectrum of corporate banking
products to other corporate clients, on a nationwide platform.
Complete Range of Products and Services
 The SBI offers an exhaustive range of financial products and services that answers any
business or market circumstance, backed by an assublack expertise in customizing the
product to meet the most sensitive specificities of each client and each business context.
 It is committed to understanding the finest nuances of your business objectives and
engineering cblackit and non-cblackit solutions to suit them.
 Its team of highly skilled and experienced product specialists can help you forecast your
cblackit patterns and structure complex transaction requirements.

The SBI Edge

 Commanding unsurpassed respect and legacy in the Indian financial expanse, the SBI is
committed to offering you financial solutions that extract maximum value from business
and market situations.
 While the bank is strongly positioned to structure financial packages that anticipate the
changing business environment, its vast network--the world's largest--ensures delivery
channels of unmatched reach, both in India and abroad.

SBI is entering into many new businesses with strategic tie ups – Pension Funds,
General Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale

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Merchant Acquisition, Advisory Services, organized items and so on – every one of these
activities having a massive potential for development.SBI is moving forward with forefront
innovation and imaginative new saving money models, to strengthen its presence and
widen its client base.The bouquet of services provided by SBI includes Personal Banking,
International, Banking, Agriculture / Rural and Corporate Banking, SME, Government
Business and Domestic Treasury. SBI is a universally acknowledged regional banking
giant and has 20% market share in deposits and loans among Indian commercial banks.
As on 31.03.2015 revenue earned by SBI was Rs. 2.573 trillion and Net Income
was Rs. 175.2 billion. By the end of December 2013, SBI had assets worth US$388 billion
and 17,000 branches, including 190 foreign offices, making it the largest banking and
financial services company in India by assets.SBI has acquired local banks as part of rescue
efforts. Bank of Bihar was acquired in 1969 along with its 28 branches. Krishnaram Baldeo
Bank was acquired in 1975 and the Bank of Cochin in Kerala was acquired in 1985 along
with its 120 branches. SBI share is listed in NSE stock market by the symbol of SBIN
Study the company management, company profile, ownership,Board of Directors and
Organization Structure of SBI

COMPANY PROFILE OF SBI, NSE, INDIA

Date of Incorporation 31-Dec-1955

Date of Listing 03-Nov-1994

Management

Name Designation

Rajnish Kumar Chairman

Sanjiv Malhotra Director

Basant Seth Director

Bhaskar Pramanik Director

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 COMPANY PROFILE OF SBI, NSE, INDIA

Rajiv Kumar Director

Pravin Hari Kutumbe Director

Rajnish Kumar Managing Director

P K Gupta Managing Director

Dinesh Kumar Khara Managing Director

B Sriram Managing Director

Chandan Sinha Nominee Director

Pushpendra Rai Nominee Director

Girish K Ahuja Nominee Director

Registered Office Address

State Bank Bhavan,Corporate Centre,Madame Cama Road,Nariman

Point,,400021,Mumbai,Maharashtra,India

Website

http://www.sbi.co.in

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 State Bank of India provides a range of products and services to personal,
commercial enterprises, large corporates, public bodies and institutional customers. Its
segments include Treasury, which includes the entire investment portfolio and trading in
foreign exchange contracts and derivative contracts; Corporate/Wholesale Banking, which
comprises the lending activities of Corporate Accounts Group, Mid Corporate Accounts
Group and Stressed Assets Management Group; Retail Banking, which comprises branches
in National Banking Group, which primarily includes Personal Banking activities,
including lending activities to corporate customers having banking relations with branches
in the National Banking Group, and Other Banking Business, which includes the operations
of all the Non-Banking Subsidiaries/Joint Ventures other than SBI Life Insurance Co. Ltd.
and SBI General Insurance Co. Ltd. The Company had approximately 22,500 branches and
58,000 ATMs.

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 Structure Of Indian Banking

Reserve Bank of India is the regulating body for the Indian Banking Industry. It is a
mixture of Public sector, Private sector, Co-operative banks and foreign banks. The private
sector banks are further spilt into old banks and new banks.

Reserve Bank of India

Scheduled Banks

Scheduled Commercial Scheduled Co-operative

Banks Banks

Public Sector Private Sector Foreign Regional

Banks Banks Banks Rural Banks

Nationalized SBI & its Scheduled Scheduled State

Banks Associates Urban co-operative
cooperative Banks
Bank

Old private sector New private sector

Banks Banks

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 OBJECTIVE OF THE STUDY

The objective of the study is as follows:

 To examine the essential dimensions of service quality i.e. RATER- Reliability,

assurance, tangibles, empathy and responsiveness of SBI bank and its effect on

customer’s satisfaction.

 To find out the level of perception of the customers from the service quality offered by

the banks.

 To analyze the effect of service quality dimensions of SBI internet banking on

customer satisfaction.

 To analyze the impact of demographic characters like education and gender on the
levels of customer satisfaction towards SBI internet banking

 To know which service quality dimension of the bank is performing well.

 To identify which dimension of service quality needs improvement so that the quality of

service of SBI banks is enhanced

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 RESEARCH METHODOLOGY
IMPORTANCE AND SCOPE OF THE STUDY
The study would try to throw some insights into the existing services provided by the
banks, perceptions and the actual service quality of the bank. The results of the study would be
able to recognize the lacunae in the system and thus provide key areas where improvement is
required for better performance and success ratio. In the days of intense competition, superior
service is the only differentiator left before the banks to attract, retain and partner with the
customers. Superior service quality enables a firm to differentiate itself from its competition,
gain a sustainable competitive advantage, and enhance efficiency.
SCOPE OF STUDY
The scope of this research is to identify the service quality of SBI bank. This research is
based on primary data and secondary data. This study only focuses on the dimensions of service
quality i.e. RATER. It aims to understand the skill of the company in the area of service quality
that are performing well and shows those areas which require improvement. The study was
done taking two branches of SBI bank into consideration. The survey was restricted to the bank
customers in Delhi only.
RESEARCH METHODOLOGY
DATA SOURCE
Primary Data:
The primary data was collected by means of a survey. Questionnaires were prepared and
customers of the banks at two branches were approached to fill up the questionnaires. The
questionnaire contains 20 questions which reflect on the type and quality of services provided
by the banks to the customers. The response of the customer and the is recorded on a grade
scale of strongly disagree, disagree, uncertain, agree and strongly agree for each question. The
filled up information was later analyzed to obtain the required interpretation and the findings.
Secondary Data:
In order to have a proper understanding of the service quality of bank a depth study
was done from the various sources such as books, a lot of data is also collected from the

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official websites of the banks and the articles from various search engines like Google, yahoo
search and answers.com.
RESEARCH DESIGN
The research design is exploratory till identification of service quality parameters. Later
it becomes descriptive when it comes to evaluating customer perception of service quality of the
banks.
Descriptive research, also known as statistical research, describes data and
characteristics about the population or phenomenon being studied. Descriptive research
answers the questions who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research cannot
describe what caused a situation. Thus, descriptive research cannot be used to create a causal
relationship, where one variable affects another. In other words, descriptive research can be said
to have a low requirement for internal validity.
The description is used for frequencies, averages and other statistical calculations.
Often the best approach, prior to writing descriptive research, is to conduct a survey
investigation. Qualitative research often has the aim of description and researchers may
follow-up with examinations of why the observations exist and what the implications of the
findings are.
RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample
from the universe to know about its characteristics.

 Sampling Units: Customers of SBI bank

 Sample Technique: Random Sampling.

 Research Instrument: Structured Questionnaire.

 Contact Method: Personal Interview.

SAMPLE SIZE:
The work is a case of SBI Bank, one of the largest bank of Indian banking industry
together representing over 30 percent of the market share of Indian banking space. The
survey was conducted in the Jabalpur district with branch of SBI Bank, with 100 customers

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as respondent.
DATA COLLECTION TOOL
Data was collected through a structured questionnaire. Likert scale technique is used.
The format of a typical five- level Likert item is:
1. Strongly disagree
2. Disagree
3. Neither agree nor disagree
4. Agree
5. Strongly agree

Likert scaling is a bipolar scaling method, measuring either positive or negative response to
a statement. The questionnaire consists of two parts. The first part consists of three questions
concerning the demographic information of the respondent such as the name, age, educational

qualifications and income. The second part consisting of 18 questions exploring the respondent‟s

perception about the service quality of SBI. For evaluation of service quality of SBI bank service
quality dimension of reliability, assurance, tangibility, empathy and responsiveness is used in
order to evaluate the actual service quality of SBI bank.
RESEARCH LIMITATIONS
The study is only for the SBI Bank confined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the entire
banking industry.
The study can also not be generalized for public and private sector banks of the country.
Respondents may give biased answers for the required data. Some of the respondents did not
like to respond.

Respondents tried to escape some statements by simply answering “neither agree nor
disagree” to most of the statements. This was one of the most important limitation faced, as
it was difficult to analyse and come at a right conclusion. In our study we have included 50
customers of bank because of time limit.

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DATA ANALYSIS

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Ques. Age

AGE
RESPONDENTS PERCENTAGE
CATEGORY
18-23 Years 20 20
24-29 Years 34 34
30-35 Years 30 30
35 Years and
16 16
above
TOTAL 100 100

Age

16 20
18-23 Years
30 24-29 Years
34
30-35 Years
35 Years and above

INTERPRETATION
From the table and graph above it can be seen that

 20% respondent’s age are 18 to 23 years.
 34% respondent’s age are 24 to 29 years.

 30% respondent’s age are 30 to 35 years.


 16% respondent’s age are 35 to above years.

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Q. Educational qualifications

CATEGORY RESPONDENTS PERCENTAGE

UNDER GRADUATE 26 26

GRADUATE 40 40

POST GRADUATE 34 34

TOTAL 100 100

Education

26
34
UNDER GRADUATE

40 GRADUATE
POST GRADUATE

INTERPRETATION
From the table and graph above it can be seen that
 26% respondents are under graduate.
 40% respondents are Graduate.
 34% respondents are Post graduate. 

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TANGIBILITY DIMENSION OF SERVICE QUALITY (Questions1 to 4):

Physical facilities, equipments and appearance of personnel

Q.1 SBI bank has modern looking equipment.

SCALE RESPONDENTS PERCENTAGE

AGREE 8 8
UNCERTAIN 32 32
DISAGREE 50 50
STRONGLY 10 10
DISAGREE
TOTAL 100 100

HDFC bank modern looking equipments

10 8

32 AGREE
50 UNCERTAIN
DISAGREE
STRONGLY DISAGREE

INTERPRETATION

SBI bank has modern- looking and hi- tech equipments. Here analysis show that most
of the respondents disagreed with this statement. Among the total respondents 50%
disagreed, 32% were neutral and 8% agreed. After analysis I found that majority of the
respondents think that SBI Bank do not have modern looking equipments or no hi-tech
equipments.
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Q.2 The bank's physical features are visually appealing.

SCALE RESPONDENTS PERCENTAGE

DISAGREE 8 8

UNCERTAIN 58 58

AGREE 34 34

TOTAL 100 100

Bank's physical features are visually appealing

8
34

DISAGREE

58 UNCERTAIN
AGREE

INTERPRETATION

SBI bank’s physical facilities are visually appealing. From this statement I found that 17
persons agreed. 29 persons were uncertain and 4 persons disagreed. This means 58% people
were uncertain about this statement. Out of the total respondents only 4% disagreed and no one
strongly agreed or disagreed with the statement. 17% people agreed that SBI bank’s physical
facilities are visually appealing.

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Q.3 The bank's reception desk employees are neat appearing.

SCALE RESPONDENTS PERCENTAGE

AGREE 36 36

STRONGLY AGREE 12 12

UNCERTAIN 42 42

DISAGREE 10 10

TOTAL 100 100

The bank's reception desk employees

are neat appearing

10
36

42
12

AGREE STRONGLY AGREE UNCERTAIN DISAGREE

INTERPRETATION
SBI bank’s employees appear neat. Here analysis shows that majority were neutral.
Among the total respondent 21 respondents were neutral, 18 people agreed and 6 respondents
strongly agreed. The rest disagreed. From analysis I found that some respondents agreed with this
statement but most of the respondents think the employees of the SBI bank appear neat.

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Q.4 Materials associated with the service (such as pamphlets or statements) are visually
appealing at the bank.

SCALE RESPONDENTS PERCENTAGE

AGREE 36 36

STRONGLY AGREE 6 6

UNCERTAIN 44 44

DISAGREE 14 14

TOTAL 100 100

Materials associated with the services

are visually appealling at the bank

14
36

44 6

AGREE STRONGLY AGREE UNCERTAIN DISAGREE

INTERPRETATION
Materials associated with the service are visually appealing at SBI bank. Here 36%
respondents agreed with this statement and 6% strongly agreed with this statement. 44% were
neutral that is most and 14% disagreed. There was no respondent who strongly disagreed. Hence,
in general it can be concluded that materials associated with the services such as pamphlets or
statements are visually appealing.

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RELIABILITY DIMENSION OF SERVICE QUALITY (Questions 5 to 8):

Ability to perform the promised service dependably and accurately

Q.5 When the bank promises to do something by a certain time, it does so.

SCALE RESPONDENTS PERCENTAGE

AGREE 28 28
STRONGLY AGREE 6 6
UNCERTAIN 10 10
DISAGREE 52 52
STRONGLY
4 4
DISAGREE
TOTAL 100 100

When bank promises to do something

by certain time, it does so

4 AGREE
28
STRONGLY AGREE
52 6 UNCERTAIN
10
DISAGREE
STRONGLY DISAGREE

INTERPRETATION
My sample size was 50. Here analysis shows that among the total respondents 26
respondents disagreed and 14 respondents agreed with this question. Also I found that 5
people were neutral and 2 people strongly disagreed. Hence I concluded that majority of them
disagreed that the bank when promises to do something by certain time, it does so.

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Q. 6 When you have a problem, the bank shows a sincere interest in solving it.

SCALE RESPONDENTS PERCENTAGE

AGREE 52 52
STRONGLY
14 14
AGREE
UNCERTAIN 28 28
DISAGREE 6 6
TOTAL 100 100

When you have a problem, bank shows

sincere interest in solving it

6
AGREE
28
52 STRONGLY AGREE
UNCERTAIN
14
DISAGREE

INTERPRETATION

When you have a problem, SBI bank shows sincere interest in solving it. After
analyzing this statement I found that most of the respondents agreed i.e. 52% respondents
agreed. Also I found that 28% were neutral with this statement and 6% were committed with
disagree. There was no one who strongly disagreed. Hence SBI bank can be said to be reliable.

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Q.7 The bank performs the service right the first time.

SCALE RESPONDENTS PERCENTAGE

AGREE 34 34

STRONGLY AGREE 12 12

UNCERTAIN 34 34

DISAGREE 16 16

STRONGLY DISAGREE 4 4

TOTAL 100 100

Bank performs the service right the

first time
4 AGREE
16
34
STRONGLY AGREE
UNCERTAIN
34 12
DISAGREE
STRONGLY DISAGREE

INTERPRETATION
Total sample size was 50. Here analysis shows that among the total respondents 17
people agreed with this statement. They think that SBI bank performs the services right the first
time. 6 people strongly agreed with this statement. Also 17 people were neutral and the rest of
the respondents disagreed and strongly disagreed.

Page | 29
Q.8 The bank insists on error free records.

SCALE RESPONDENTS PERCENTAGE

AGREE 46 46

STRONGLY AGREE 24 24

UNCERTAIN 20 20

DISAGREE 10 10

TOTAL 100 100

Bank insist in error free records

10
20 46 AGREE
STRONGLY AGREE
24
UNCERTAIN
DISAGREE

INTERPRETATION

Bank insists on error free records. SBI bank has proved from my analysis that it surely
insist on error free records as 46% respondents agreed with this statement and 24% strongly
agreed. Only 10% respondents disagreed and no one strongly disagreed.

Page | 30
RESPONSIVENESS DIMENSION OF SERVICE QUALITY (Question 9 to 12):

Willingness to help customers and provide prompt services

Q. 9 Employees in the bank tell you exactly when the services will be performed.

SCALE RESPONDENTS PERCENTAGE

AGREE 36 36

STRONGLY AGREE 10 10

UNCERTAIN 26 26

DISAGREE 16 16

STRONGLY DISAGREE 12 12

TOTAL 100 100

Employees tell you exactly when the

service will be performed
12 AGREE
16 36 STRONGLY AGREE
UNCERTAIN
26 10
DISAGREE
STRONGLY DISAGREE

INTERPRETATION
Employees in the bank tell you exactly when the services will be performed. Majority of
the respondents agreed with this statement. 26% respondents were uncertain. At the same time
16% disagreed and 12% Strongly disagreed with this statement.

Page | 31
Q. 10 Employees in the bank give you prompt service.

SCALE RESPONDENTS PERCENTAGE

AGREE 54 54

STRONGLY
4 4
AGREE

UNCERTAIN 32 32

DISAGREE 10 10

TOTAL 100 100

Employees in the bank give you

prompt services

10
AGREE
32 54 STRONGLY AGREE
UNCERTAIN
4
DISAGREE

INTERPRETATION
Most of the respondents agreed with this statement. According to my analysis,
employees in SBI Bank give prompt service. Among the total respondents agreed respondents
were 27 and strongly agreed were 2. 16 people were neutral and 5 disagreed. There was no
respondent who strongly disagreed with this statement.

Page | 32
Q.11 Employees in the bank are always willing to help you.

SCALE RESPONDENTS PERCENTAGE

AGREE 58 58

STRONGLY AGREE 18 18

UNCERTAIN 24 24

TOTAL 100 100

Employees in bank are willing to help

you

24
AGREE
58 STRONGLY AGREE
18
UNCERTAIN

INTERPRETATION

Employees in SBI bank are willing to help you. With this statement no one disagreed or
strongly disagreed. Strongly agreed were 9 people i.e. 18% respondents strongly agreed, 29
people agreed i.e. 58% respondents agreed and 24% respondents were neutral.

Page | 33
Q.12 Employees in the bank are never too busy to respond to your request.

SCALE RESPONDENTS PERCENTAGE

DISAGREE 2 2

UNCERTAIN 22 22

AGREE 54 54

STRONGLY AGREE 22 22

TOTAL 100 100

Employees at bank are never too busy to

respond to your request

2
22 22
DISAGREE
UNCERTAIN
AGREE
54
STRONGLY AGREE

INTERPRETATION

Employees in SBI Bank ltd are never too busy to respond to your request. After
analyzing this statement I found that most of the respondents agreed with this statement. Among
the total respondents 22% strongly agreed and 54% agreed. 11 respondents were neutral and 1
respondent disagreed. No one strongly disagreed.

Page | 34
ASSURANCE DIMENSION OF SERVICE QUALITY (Question13 to 16):
Knowledge and courtesy of employees and their ability to inspire trust and confidence

Q.13 The employees of the bank are trustworthy.

SCALE RESPONDENTS PERCENTAGE

AGREE 56 56
STRONGLY
10 10
AGREE
UNCERTAIN 26 26
DISAGREE 8 8
TOTAL 100 100

Employees of the bank are

trustworthy

8 AGREE
26 STRONGLY AGREE
56
UNCERTAIN
10
DISAGREE

INTERPRETATION

The employees of the bank are trustworthy. According to my findings, 54% respondents
agreed that employees at SBI bank are trustworthy. 13% respondents were neutral and 4%
respondents disagreed with this statement.

Page | 35
Ques.14 The behavior of employees in the bank instills confidence in you.

SCALE RESPONDENTS PERCENTAGE

AGREE 26 26
STRONGLY
10 10
AGREE
UNCERTAIN 8 8
DISAGREE 56 56
TOTAL 100 100

Behavior of employees in the bank

instills confidence in you

26 AGREE
STRONGLY AGREE
56 10
UNCERTAIN
8
DISAGREE

INTERPRETATION

The behavior of employees in SBI bank instills confidence in you. Here analysis shows
that most of the people disagreed. Among the total respondents 28 respondents disagreed, 13
agreed and 5 strongly agreed. There was no respondent who strongly disagreed. This means
56% respondent disagreed with this statement.

Page | 36
Q.15 You feel safe in your transactions with the bank.

SCALE RESPONDENTS PERCENTAGE

DISAGREE 10 10

UNCERTAIN 32 32

AGREE 46 46

STRONGLY AGREE 12 12

TOTAL 100 100

You feel safe in your transactions

with the bank

12 10 DISAGREE

32 UNCERTAIN
46 AGREE
STRONGLY AGREE

INTERPRETATION

With this statement most of the respondents agreed. Among the total respondents 23
agreed with this statement and 6 strongly agreed. 32% respondents were neutral and 10%
respondents disagreed. But there no one who strongly disagreed.

Page | 37
Ques.16 Employees in the bank have the knowledge to answer your questions.

SCALE RESPONDENTS PERCENTAGE

AGREE 52 52
STRONGLY AGREE 26 26
UNCERTAIN 18 18
DISAGREE 4 4
TOTAL 100 100

Employees in the bank have knowledge

to answer your questions

4
18
AGREE
52 STRONGLY AGREE
26
UNCERTAIN
DISAGREE

INTERPRETATION

From my analysis I found that 54% respondents agreed that employees of SBI bank
have complete knowledge to answer their questions. 26% respondents strongly agreed to
this statement and only 4% disagreed. 18% neither agreed nor disagreed.

Page | 38
EMPATHY DIMENSION OF SERVICE QUALITY (Question17 to 20):
Caring and individualized attention that firm provides to its customers

Q.17 The bank gives you individual attention.

SCALE RESPONDENTS PERCENTAGE

AGREE 20 20
STRONGLY 4 4
AGREE
UNCERTAIN 24 24
DISAGREE 52 52
TOTAL 100 100

Bank gives you individual attention

20
4 AGREE
52
24 STRONGLY AGREE
UNCERTAIN
DISAGREE

INTERPRETATION

SBI bank is not able to give individual attention to its customers as out of the total
respondents 54% disagreed with this statement. 12% of the respondents were neutral and only
12% agreed and 2% strongly agreed. From this finding it can be concluded that it is unable to
give individual attention to its customers.

Page | 39
Q.18 The bank has operating hours convenient to all its customers.

SCALE RESPONDENTS PERCENTAGE

AGREE 54 54
STRONGLY AGREE 14 14
UNCERTAIN 28 28
DISAGREE 4 4
TOTAL 100 100

Bank has operating hours convenient

to all its customers
4
AGREE
28
54 STRONGLY AGREE

14 UNCERTAIN
DISAGREE

INTERPRETATION

SBI bank has operating hours convenient to all its customers. Out of 50 respondents,
27 respondents agreed with this statement and only 2 respondents disagreed. Also 7
respondents strongly agreed that the bank has operating hours convenient to its customers.

Page | 40
Q.19 The bank has your interests best at heart.

SCALE RESPONDENTS PERCENTAGE

AGREE 50 50
STRONGLY AGREE 14 14
UNCERTAIN 20 20
DISAGREE 10 10
STRONGLY DISAGREE 6 6
TOTAL 100 100

Bank has your interests best at heart

6
10
AGREE
20 50 STRONGLY AGREE

14 UNCERTAIN
DISAGREE
STRONGLY DISAGREE

INTERPRETATION

SBI bank has your best interests at heart. Here analysis shows that 25 respondents
agreed and 7 respondents strongly agreed with this statement. 20% were neutral and the rest
disagreed and strongly disagreed.

Page | 41
Q.20 The employees of the bank understand your specific needs.

SCALE RESPONDENTS PERCENTAGE

AGREE 40 40
STRONGLY AGREE 8 8
UNCERTAIN 42 42
DISAGREE 10 10
TOTAL 100 100

Employees of the bank understand your

specific needs

10
40 AGREE

42 STRONGLY AGREE
UNCERTAIN
8
DISAGREE

INTERPREATION

Employees of SBI bank understand specific needs. With this statement most of the
respondents were neutral. Among the total respondents 20 respondents agreed and 4
respondents strongly agreed. 5 respondents disagreed with this statement.

Page | 42
MEASURING SERVICE QUALITY DIMENSIONS

Measuring the quality of a service can be a very difficult exercise. Unlike product
where there are specific specifications such as length, depth, width, weight, colour etc. a
service can have numerous intangible or qualitative specifications.
Parasuraman, Zeithaml, and Berry (1985) provide a list of determinants of service quality:
access, communication, competence, courtesy, credibility, reliability, responsiveness, security,
understanding, and tangibles. A total of five consolidated dimensions of service quality are:
 Tangibles (ques.1 to 4) - Physical facilities, equipments and appearance of personnel
 Reliability (ques.5 to 8) - Ability to perform the promised service dependably and
accurately
 Responsiveness (ques.9 to 12) – Willingness to help customers and provide prompt
services
 Assurance (ques.13 to 16) – (including competence, courtesy, credibility and security)
Knowledge and courtesy of employees and their ability to inspire trust and confidence
 Empathy (ques.17 to 20) – (including access, communication and understanding the
customer) Caring and individualized attention that firm provides to its customer.
In order to calculate which dimension of service quality is performing well, a sample of
the questions are used in the questionnaire. Using the questionnaire, obtain the score for each
of the 20 statements. After analysis of the data, Overall score to each statement is given on a
scale of 1 to 5 i.e. 1 is given to strongly disagreed i.e. the lowest score, then 2= disagreed, 3=
uncertain, 4= agreed and 5= strongly agreed.
Sum the score for each dimension of service quality to obtain a final score which tells
which dimension is performing well and which dimension needs improvement.
The scores are shown in the following table:

Page | 43
Statement Score

1. SBI bank has modern looking equipment. 2

2. The bank‟s physical features are visually appealing. 3

3. The bank‟s reception desk employees are neat appearing. 3

4. Materials associated with the service (such as pamphlets or statements) are 3

visually appealing at the bank.

5. When the bank promises to do something by a certain time, it does so. 2

6. When you have a problem, the bank shows a sincere interest in solving it. 4

7. The bank performs the service right the first time. 3.5

8. The bank insists on error free records. 4

9. Employees in the bank tell you exactly when the services will be performed. 4

10. Employees in the bank give you prompt service. 4

11. Employees in the bank are always willing to help you. 4

12. Employees in the bank are never too busy to respond to your request. 4

13. The employees of the bank are trustworthy. 4

14. The behavior of employees in the bank instills confidence in you. 2

15. You feel safe in your transactions with the bank. 4

16. Employees in the bank have the knowledge to answer your questions. 4

17. The bank gives you individual attention. 2

18. The bank has operating hours convenient to all its customers. 4

Page | 44
 Statement Score

19. The bank has your best interests at heart. 4

20. The employees of the bank understand your specific needs. 3

The scores for each dimension are summed up and a final score is obtained:

SERVICE QUALITY DIMENSION Points

1. TANGIBILITY (1 TO 4) 11

2. RELIABILITY (5 TO 8) 13.5

3. RESPONSIVENESS (9 TO 12) 16

4. ASSURANCE (13 TO 16) 14

5. EMPATHY (17 TO 20) 13

SERVICE QUALITY OF SBI BANK

18
16
16
14
13.5 14
12 13
10 11
8
6
4
2
0
TANGIBILITY RELIABILITY RESPONSIVENESS ASSURANCE EMPATHY

Page | 45
 FINDINGS

 The Reliability dimension of service quality is better as compared to empathy and tangibility.
Still the score is low. For most services, customer’s perceptions of whether the service has
been performed correctly, and not provider-established criteria, are the major
determinants of reliability. Customers of the bank hesitate to rely on the bank. Whenever
they have a problem, the bank shows sincere interest in solving it but the services are not
performed by a certain time as promised. The employees should take this problem

seriously and take steps to remove this.
 As score for Assurance is at second place after responsiveness, so the customers of SBI
bank are very confident and feel safe while transacting with the bank. Moreover the
employees of the bank have proved to be trustworthy. Employees are also educated

enough to answer all the questions.
 The score of Tangibility dimension of service quality of SBI bank is the lowest. The
service quality factor tangible is defined by whether the physical facilities and materials
associated with the service are visually appealing at the bank. These are all factors that
customers notice before or upon entering the bank. Customer expectations regarding
visual appealing of SBI is very high. From my study I found that Physical facilities and
modern looking equipment are not sufficient in SBI bank. Respondents were uncertain
about the neat appearance of the reception desk employees. So they should work on that

and try to fulfill the gap.
 According to my findings, the score of Empathy is not satisfactory but not unsatisfactory
also. SBI bank is unable to give individual attention to its customers and is unable to
understand specific needs of its customers. But still bank has taken steps to satisfy its
customers by keeping operating hours convenient to its customers and keeping their interest
best at heart.
 In SBI bank, the score of Responsiveness is highest so they are focusing on prompt
service, employees are willing to help the customers and say the exact time when the
services will be performed. Employees at bank give their customers first preference and
are always ready to help them. Overall SBI bank’s responsiveness dimension of service

Page | 46
 
quality is the highest.
 According to the customer perception, SBI bank is highly responsive. Customers are
assured while transacting with the bank. The reliability dimension is lower than the first
to dimension. They feel that the bank is unable to give them individual attention and its

equipments are not modern and sufficient for the bank.
 There is not much gap between all the dimensions, this shows that SBI BANK is a better
service provider in all the dimensions i.e. reliability, assurance, tangibility, responsiveness
and empathy. As a result of which, the customers are satisfied with the service offered by
SBI bank.
The data was collected from 150 users of SBI internet banking with the aim of analyzing
the relationship between service quality dimensions and customer satisfaction. 49% of the
sample respondents were male. 12% of the sample respondents were having intermediate
education, 43% of them were graduates and the remaining 45% were post -graduates. Factor
analysis was used to reduce the 30 factors by encapsulating them into 7 components using SPSS
13.0. If a given factor is encapsulated in more than one component then the factor is retained in
the component where it has exhibited maximum factor loading. Factor analysis facilitates
reduction of data. Kaiser-Meyer-Olkin (KMO) test and Bartlett's Test of Sphericity were used to
determine the level of adequacy of factor analysis. The KMO measure of sampling adequacy
reflects score of (0.497), which is almost the recommended 0.50 level (Malhotra, 2004) and the
Bartlett‟s test of Sphericity is significant at (p< 0.001) levels. Factors with Eigen value greater
than one were retained. The factor loadings below 0.3 are not shown. The extraction method
used was principal axis factoring with Varimax rotation.
With reference to values of table-1, the null hypothesis Ho1 is accepted that all the
assumed factors are not equally significant in influencing the customers‟ satisfaction on the
services of SBI net banking. Based on the factor loading values from table-1 it can be concluded
that some variables with less than 0.5 factor loadings need attention for quality improvement in
the present context. The five factors identified namely convenience, dependence, security,
privacy and usefulness, handiness, amenable, reliability, and competence explain 40.8% of total
variance.

Page | 47
 SUGGESTIONS
 Reliability is an obvious place to start. Customers of the bank want to know their resources
are safe and within trustworthy institutions. A way to ensure this peace of mind would be to
take steps to ensure bank employees are well trained, so each bank associate is able to
offer complete and comprehensive information at all times. Consistent policies
combined with a knowledgeable staff will foster a high degree of institutional cohesion

and reliability.
 Responsiveness, again when associated with a well-trained staff and timely answers to
service-related questions, would make significant inroads into causing SBI bank be
regarded as responsive. Staff should be encouraged to present relevant options to
banking customers in a manner that does not resemble salesmanship so much as a

desire to serve.
 Intangibles please customers just as much as tangibles in the banking industry. People tend
to visit the same branch of a bank over and over again. Usually, this is a location close to
their home or their workplace. It is natural that customers become comfortable and
habituated to these branch banks, for the same reason they develop familiarity with a
neighborhood supermarket or convenience store. It makes sense that bank employees
would be encouraged to learn to recognize these regular customers, learn their names,

and begin to identify their basic service requirements.

Learning to understand customers‟ needs will allow bank associates to offer enhanced

services, perhaps lowering customers‟ banking costs and increasing their investment

potential.
This could also open up the possibility of increased profits for banks, for when
perceived as more service and customer oriented, they will, in effect, become a
useful and pleasant way to “shop.”
Keeping the bank with up-to-date technologically are important factors. Modern
equipments, new improved technology should be replaced with the old ones. If the staff
inside is pleasant and well- informed, in an aesthetically pleasing environment, then
customer satisfaction will be high.

Page | 48
The five-dimensional structure could possibly serve as a meaningful framework for tracking a bank’s
service quality performance over time and comparing it against the performance of
competitors. Items on some dimensions should be expanded if that is necessary for
reliability.
Thus, the banking industries must continuously measure and improve these dimensions

in order to gain customers‟ loyalty.

Page | 49
 CONCLUSION

Based on the study conducted it can be concluded that responsiveness, assurance

and reliability are the critical dimensions of service quality of SBI bank and they are
directly related to overall service quality. The factors that may delight customers tend to be
concerned more with the intangible nature of the service, commitment, attentiveness,
friendliness, care, and courtesy.
The employees give prompt services, always are ready to answer the questions
and are trustworthy. The main sources of dissatisfaction appear to be cleanliness, up to
date technology modern equipments, and neatly dressed up employees. The Tangibility
dimension of service quality of SBI bank is highly disappointing and serious steps are
needed to be taken to enhance this dimension. Customers of the bank are dissatisfied
with the empathy dimension. To satisfy these customers, the management can take
some attempts, noted earlier as recommendations.
The study brings about the areas which require urgent attention of the
employees, the management, and the policy makers of the industry. These are areas in
which customers are hugely dissatisfied with the services of the banks against their
expectation. This high degree of dissatisfaction resulting from the services received
clearly questions the design of services or subsequent response of the bank employees.
These limitations are too serious to be avoided as these question the front- line people
dealing with the customers and the approach of the management in taking customers
seriously.
The management should understand the benefits of service quality. It include
increased customer satisfaction, improved customer retention, positive word of mo uth,
reduced staff turnover, decreased operating costs, enlarged market share, increased
profitability, and improved financial performance. In the days of intense competition,
superior service is the only differentiator left before the banks to attract, retain and
partner with the customers. Superior service quality enables a firm to differentiate itself
from its competition, gain a sustainable competitive advantage, and enhance efficiency.
Thus, improving service quality leads to the customer satisfaction and, ultimately, to
customer loyalty.
It is observed that the factor „convenience‟ has maximum factor loadings

Page | 50
indicating that too much of sophisticated options or services will not be of much
importance to the rural customers. Hence it is suggested that there is a need to design the
net banking services in a manner to make them more convenient or simple for routine
banking operations being used by the rural customers. Factors relating to „competence‟
of the service have got lowest explained variance which shows that the rural customers
are not fully aware of the latest options of the service and not utilizing the service to the
full extent. In this context it is suggested that the rural customers are to be educated
more on the internet banking service options by conducting grand melas (promotional
sales fairs), distributing simplified brochures in local language. Further, it is suggested
that providing interactive assistance both on branch and on site, benefits the rural
customers in using various options of internet banking services. Though there is a
positive relation between the service quality dimensions and level of satisfaction it is not
very significant showing that the rural customers are not tilting towards this service to
the expected levels. The influence of demographic characters like „education and
gender‟ has not shown any specific significance indicating that though the education
levels are increasing the perception of all the rural customers is almost one and the same.
Hence, it is suggested that as the customers with lower education levels perceive
the service factors in the same trend as that of the highly qualified customers. The
demarcation of customers based on education levels should not exist for the long-run
benefit of the organization. Practical implication of these results is that banks need to
highlight the benefits of internet banking, make internet banking easy-to-use, and
enhance internet banking security to improve consumers‟ trust. Security of the
information should be provided in nontechnical terms, and be accompanied by standard
security statements. In addition, banks should design their web sites as effective delivery
channels and offer information beyond banking services. It is essential to provide a well-
designed and user-friendly web site to attract potential adopters‟ attention Customers
should not be caused to spend a lot of effort or time to adopt themselves to internet
banking.

Page | 51
 BIBLIOGRAPHY
References
 Kotler Philip, marketing management, (Pearson education, 12th edition)

 Malhotra K. Naresh, marketing research (An applied orientation), Research

design,

 (Prentice hall of India pvt. 5th edition)

 Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing
Integrated customer Focus across the Firm” (4th Edition)
 M.K. Rampal : Service Marketing
 IAMAI‟s report on online banking 2006 http://www.iamai.in.
 Zeithmal, V.A., Parasuraman, A. and Malhotra, A., “A conceptual frame work
for understanding e-service quality: implications for further research and
managerial practice”, working paper, marketing science institute, Cambridge,
MA, 2001.
 Fonseca Isabellam Hickman Meredith and Marenzi Octgavio, “The future of
wholesale banking”, Commercial Lending Review, Bostan, Summer 2001.
 Satcioglu kemal, Stallaert jan and Whinstone Andrew., “ Design of a Financial
Portal”, commutations of the ACM., vol. 44, No 6, June 2001.
 Wolfe, D., “E-banking for the masses? Differing expectations”, American
Banker, Vol 169, no 31, 2004, pp. 17

Websites
 www.google.com
 www.SBIbank.com
 www.SBIindia.com
 www.wikipedia.org
 www.marketresearch.com

Page | 52
 ANNEXURE

Name:

Age:

Educational Qualifications:

Strongly Disagree Disagree Neither agree Agree Strongly Agree

Nor disagree

1. SBI bank has modern looking equipment.

2. The bank's physical features are visually appealing.

3. The bank's reception desk employees are neat

appearing.

4. Materials associated with the service (such as

pamphlets or statements) are visually appealing at

the bank.

5. When the bank promises to do something by a certain

time, it does so.

6. When you have a problem, the bank shows a sincere

interest in solving it.

Page | 53
 Strongly Disagree Disagree Neither agree Agree Strongly Agree
Nor disagree

7. The bank performs the service right the first time.

8. The bank insists on error free records.

9. Employees in the bank tell you exactly when the

services will be performed.

10. Employees in the bank give you prompt service.

11. Employees in the bank are always willing to help

you.

12. Employees in the bank are never too busy to respond

to your request.

13. The employees of the bank are trustworthy.

14. The behavior of employees in the bank instills

confidence in you.

15. You feel safe in your transactions with the bank.

16. Employees in the bank have the knowledge to answer

your questions.

17. The bank gives you individual attention.

18. The bank has operating hours convenient to all its

customers.

19. The bank has your best interests at heart.

20. The employees of the bank understand your

specific needs.

Page | 54