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South Asian Journal of Marketing & Management Research
Year : 2015, Volume : 5, Issue : 2
First page : ( 9) Last page : ( 24)
Online ISSN : 2249-877X.

A study on service quality of SBI banks in Coimbatore city

Sopna P.*,**, Dr. Saravanan R.***

*Research Scholar, Karpagam University, Coimbatore

*Lecturer, Department of Management (UG), Karpagam University, Coimbatore

***Director, School of Management, Sri Krishna College of Technology, Kovaipudur, Coimbatore

Online published on 3 June, 2015.


The service industry makes momentous contributions to socio-economic development of any country in the world (Daniel and Harrington, 2007). In the current scenario, the service sector plays a crucial role in the development of economy of any nations. No wonder that service sector will be the biggest driver of the new electronic growth and profit earner in the next millennium for the world as well as to India. For the success and survival of the service sector, service quality is the prime factor in the competitive business environment. Hence, in banking, where there are high Customer-Banker interactions, the quality of service is determined to a large extent by the skills and attitudes of people producing the service. 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. In this scenario the present study was conducted to determine the factors influencing the service quality of State Bank of India. To support the objective of the study, RATER technique based on the factor analysis clearly indicates that among five dimensions Reliability, Assurance, Tangibility, Empathy and Responsiveness are the major factors responsible for customer satisfaction which stood at 90 percent regarding the services provided by State Bank of India. The present study is made from the customer point of view undertaken to study the perceived service quality provided by the SBI bank. Thus, based on the findings the State Bank of India has scope to improve the quality of the service rendered to its customers to ensure their loyalty.



Customer, Service Quality, State Bank of India, RATER.


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