A Study on Customer quality service rented by SBI with reference
ABSTARCT :
The quality of customer service has emerged as one of the most critical factors in determining the success and sustainability of organizations in the modern competitive banking environment. In the context of Indian banking, where both public and private sector banks coexist, the role of service quality in attracting, satisfying, and retaining customers has become increasingly important. The State Bank of India (SBI), as the largest public sector bank in the country, serves millions of customers daily through its extensive network of branches, ATMs, and digital platforms. As customer expectations continue to evolve, driven by technological advancement and improved service offerings by private sector competitors, it becomes imperative to assess the quality of service being rendered by SBI from the customer’s point of view.
SBI has historically held a strong position in the Indian banking landscape due to its government backing, trustworthiness, and extensive reach in rural and urban areas. However, in recent years, customer satisfaction has emerged as a major challenge due to increasing expectations, digital transformation, and the presence of nimble private sector banks offering personalized services. Therefore, customer service in SBI must be evaluated not only based on traditional in-branch experiences but also with regard to online banking, responsiveness, staff behavior, grievance redressal, transaction efficiency, and overall banking experience.
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