Customer perception on service quality: A holistic view of SBI

Podile, Venkateswara Rao; Surana , Khushi; Tumuluri, Maha Lakshmi; Manikanta, Maddi; Harsh, Kommineni Venkat Sri

doi:10.47974/JSMS-1137

Open Access Research Article

Customer perception on service quality: A holistic view of SBI

Venkateswara Rao PodileKL Business SchoolKoneru Lakshmaiah Education FoundationGuntur, Andhra Pradesh, IndiaView full profile → , ^*Khushi Surana Corresponding authorkhushisurana100@gmail.comKL Business SchoolKoneru Lakshmaiah Education FoundationGuntur, Andhra Pradesh, IndiaView full profile → , Maha Lakshmi Tumulurimahatumuluri@gmail.comKL Business SchoolKoneru Lakshmaiah Education FoundationGuntur, Andhra Pradesh, IndiaView full profile → , Maddi Manikantamaddimanikanta849@gmail.comKL Business SchoolKoneru Lakshmaiah Education FoundationGuntur, Andhra Pradesh, IndiaView full profile → , Kommineni Venkat Sri Harshbabuvenkatkommineni@gmail.comKL Business SchoolKoneru Lakshmaiah Education FoundationGuntur, Andhra Pradesh, IndiaView full profile →

* Corresponding author · click or hover a name for details

pp. 1723–1733Vol. 26Issue 7October 2023DOI: 10.47974/JSMS-1137XML

Published Online:: 27 Nov 2023
Article type:: Research Article
Language:: EN
Article no.:: JSMS-1137
Pages:: 1723–1733

Abstract

In India, the banking industry offers a vast variety of products and services plays a major in the economy of India. The present research investigates the impact of SBI’s Services on the client perception, and service quality. The key information was distributed surveys to gather data from 100+ customers. The study concentrated on quality perception, and customer perception. Utilizing a variety of tools, including Descriptive Statistics, Homogeneity of Variances, ANOVA, and Chi - Square. While conducting the analysis, the SERVQUAL tangibility, reliability, responsiveness, assurance, and empathy aspects were taken into account. The study’s main findings showed that the Type of Account and Tangibility, Quality of Banking Services and Reliability, Willingness of Employees to help and Responsiveness, Banking Information and Assurance, Needs and Empathy are weakly associated with each other.

Keywords

Banks SBI SERVQUAL Service quality Customer perception Demographic factors

Subject Classifications

91B42

References

[1] Mbama, C. I., & Ezepue, P. O., Digital banking, customer experience and bank financial performance: UK customers’ perceptions. International Journal of Bank Marketing (2018).
[2] Zameer, H., Tara, A., Kausar, U., & Mohsin, A., Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442-456 (2015).
[3] Ivanauskienė, N., Auruškevičienė, V., Škudienė, V., & Nedzinskas, Š., Customer perceptions of value: case of retail banking. Organizations and Markets in Emerging Economies, 3, 75-88 (2012).
[4] Tam, J. L., An integrative model of customer perception, service quality, and perceived value 20(78), 897-917 (2004). Journal of Marketing Management.
[5] Jover, A. V., F. J. L. Montes and L. M. M. Fernandez. factors that affect the relationship between thorough quality management and good organisational performance. International Journal of Quality and Reliability Management, 20(2), 189–209 (2003).
[6] J. J. Cronin Jr. and S. A. Taylor. Reconsidering and extending the concept of service quality measurement. 55–68 in Journal of Marketing, 56(3) (1992).
[7] K. Teas. consumer perceptions of quality, performance evaluation, and expectations. Marketing Journal, 57(4), 18-34 (1993).
[8] N. Bolton, J. H. Drew. a long-term examination of how consumer sentiments are affected by service modifications. 55(1), 1–9 in Journal of Marketing (1991).
[9] K. Jain and Gupta. SERVQUAL vs. SERVPERF scales for evaluating service quality. 29(2) of Vikalpa, 25–38 (2004).
[10] Swan, J. E., McCleary, K. J., and P. Asubonteng. A revisited SERVQUAL review of service quality. Marketing of Services Journal (1996).
[11] Chen, Y. K., & Hsieh, T., A study of the relationship among experiential marketing, experiential value and customer satisfaction. Journal of Statistics and Management Systems, 13(6), 1283-1303 (2010).
[12] Donbosco, B., & Malarvizhi, R., A study of customer perception towards online shopping with special reference to Tambaram. Journal of Statistics and Management Systems, 25(5), 1255-1262 (2022).
[13] Sannegadu, R., Batra, B., Juwaheer, T. D., & Pudaruth, S., Impact of perceived value on the adoption of contactless mobile payments in small island developing states (SIDS): A study on emerging payments systems from Mauritius. Journal of Statistics and Management Systems, 25(7), 1709-1725 (2022).
[14] Wu, M. Y., & Liao, S. C., Consumers’ behavioral intention to use internet shopping: an integrated model of TAM and TRA. Journal of Statistics and Management Systems, 14(2), 375-392 (2011).
[15] Renganathan, R., Balachandran, S., & Govindarajan, K., Customer perception towards banking sector: Structural equation modeling approach. African Journal of Business Management, 6(46), 11426-11436 (2012).
[16] Muyeed, M. A., Customer perception on service quality in retail banking in developing countries-a case study. International Journal of Marketing Studies, 4(1), 116 (2012).
[17] Vasanthakumari, H., & Sheela Rani, S., Customer Perception of Service Quality in the Retail Banking Sector”. European Journal of Business and Management, 3(3), 299-306 (2011).
[18] Zephaniah, C. O., Ogba, I. E., & Izogo, E. E., Examining the effect of customers’ perception of bank marketing communication on customer loyalty. Scientific African, 8, e00383 (2020).
[19] Omar, A., Sultan, N., Zaman, K., Bibi, N., Wajid, A., & Khan, K., Customer perception towards online banking services: Empirical evidence from Pakistan. Journal of Internet Banking and Commerce, 16(2) (2011).
[20] Paudel, U. R., Parajuli, S., Devkota, N., & Mahapatra, S. K., What Determines Customers’perception of Banking Communication? An Empirical Evidence from Commercial Banks of Nepal. Global Economy Journal, 20(04), 1-21 (2020).
[21] Roig, J. C. F., Garcia, J. S., Tena, M. A. M., & Monzonis, J. L., Customer perceived value in banking services. International Journal of Bank Marketing, 24(5), 266-283 (2006).
[22] Abor, J., Technological innovations and banking in Ghana: an evaluation of customers’ perceptions. IFE Psychologia: An International Journal, 13(1), 170-187 (2005).
[23] Hossain, M., & Leo, S., Customer perception on service quality in retail banking in Middle East: the case of Qatar. International Journal of Islamic and Middle Eastern Finance and Management (2009).
[24] Ladhari, R., Ladhari, I., & Morales, M., Bank service quality: comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224-246 (2011).
[25] Singhal, D., & Padhmanabhan, V., A study on customer perception towards internet banking: Identifying major contributing factors. Journal of Nepalese Business Studies, 5(1), 101-111.
[26] Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N., Customer perceptions of service quality in the banking sector of a developing economy: a critical analysis. International Journal of Bank Marketing, 21(5), 233-242 (2003).

Views: 169Downloads: 29Citations: 0