H6952068819

Customer Perception about Service Quality of SBI
Afsal Asharaf¹, Arjun A², Adarsh R³, Vinod Kumar K^4
1Afsal Asharaf, Student, Department of commerce and Management, Amrita Vishwa Vidyapeetham, Kollam, Kerala, India.
²Arjun A, Student, Department of Commerce and Management, Amrita Vishwa Vidyapeetham, Kollam, Kerala, India.
³Adarsh R, Student, Department of Commerce and Management, Amrita Vishwa Vidyapeetham, Kollam, Kerala, India.
⁴Vinod Kumar K, Assistant Professor, Department of Commerce and Management, Amrita Vishwa Vidyapeetham, Kollam, Kerala, India
Manuscript received on 02 June 2019 | Revised Manuscript received on 10 June 2019 | Manuscript published on 30 June 2019 | PP: 2754-2758 | Volume-8 Issue-8, June 2019 | Retrieval Number: H6952068819/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)

Abstract: Money is one of the basic requirements for the survival of a human being. Financial stability is the prerequisite that determines the financial status of a man in the society hence money has to be kept in safe and secure hands. Banks are the sources that provide this service and banking has emerged as an integral part of day to day life. Bank, for a customer, is the embodiment of trust, guidance and safety. The Bank has to build up a strong sense of security and faith in its customer’s .Bank stands as a strong pillar that financially supports the needy. People are attracted to banks as it offers a multitude of services including savings account, credit and debit cards , various kinds of loans , insurances etc. customers being the heart and soul of bank , it is the liability of the bank to ensure whether the customers are satisfied by their services and has to provide effective security systems for secure banking . Bank has to be successful in reaching the expectations of its customers , for the same bank has to operate its functions giving due emphasis to the five dimensions of service quality and should set performance grid as the strategic tool according to the needs of the customers. Moreover bank should take inventive steps to spread awareness among the customers regarding the advantages of the services it offers. Keeping in view the above facts, the present study has been conducted to analyze the level of satisfaction of customers regarding the services provided by SBI, and to infer the quality of the same there by determining the perception of the customers.
Keyword: Reliability, SBI, Satisfaction, Customer.
Scope of the Article: Authentication, Authorization, Accounting.