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    Servqual Study On Sbi Services: by Group 6

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    ganusabhahit7
    The document summarizes a study conducted to evaluate the service quality of State Bank of India using the SERVQUAL model. The SERVQUAL model measures service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study examined each of these dimensions to identify factors influencing customer satisfaction and areas to improve service quality at State Bank of India.

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    Servqual Study On Sbi Services: by Group 6

    Uploaded by

    ganusabhahit7
    57 views11 pages
    The document summarizes a study conducted to evaluate the service quality of State Bank of India using the SERVQUAL model. The SERVQUAL model measures service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study examined each of these dimensions to identify factors influencing customer satisfaction and areas to improve service quality at State Bank of India.

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    ce Quality

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    The document summarizes a study conducted to evaluate the service quality of State Bank of India using the SERVQUAL model. The SERVQUAL model measures service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study examined each of these dimensions to identify factors influencing customer satisfaction and areas to improve service quality at State Bank of India.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    57 views11 pages

    Servqual Study On Sbi Services: by Group 6

    Uploaded by

    ganusabhahit7
    The document summarizes a study conducted to evaluate the service quality of State Bank of India using the SERVQUAL model. The SERVQUAL model measures service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The study examined each of these dimensions to identify factors influencing customer satisfaction and areas to improve service quality at State Bank of India.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 11

    SERVQUAL STUDY ON SBI SERVICES

    By GROUP 6:

    B J Renuka Prasad Bharath Sharma Charan C Ganapati Sabhahit Naveen S

    Introduction
    Customer service is an integral part of any organization. It

    is necessary to identify the key success factors in terms of


    customer satisfaction so as to survive in intense competition and increase the market share.
    The concept of core banking has made Any where and any

    time banking a reality. Along with technology, banking services have also evolved and the delivery of various banking products are carried out through the medium of high technology at a fraction of the cost to the customer.

    Contd
    The present study was conducted to evaluate the

    service quality of State Bank of India by identifying the major factors responsible for customer satisfaction.

    To support the objective of the study, SERVQUAL

    technique based on the model developed by A.


    Parasuraman (1988) was adopted.

    Measuring service quality: SERVQUAL Model (Parasuraman, Zeithaml & Berry 1985, 1988)
    Reliability

    Responsiveness

    Assurance

    Service Quality

    Empathy

    Tangibles

    Tangibility
    It means the things which are physically observed by

    the customers in the bank branch including large ATM network.

    personnel, physical facilities, materials, skilled

    personnel, the quality of banking products and


    services, brochures and cards may represent tangibles.

    Reliability
    Reliability refers to the trust in companys ability of

    performing service in a proper way.

    The banker is able to provide internet connection that is

    working at desired level throughout the day without significant failures.

    There should be frequent update of new technologies.

    Responsiveness
    It refers to service providers willingness to help customers

    and provide prompt service.

    Can be measured by the amount of time needed to deal

    with customers reported problems.

    The response duration once the customer filed a service

    request.

    Assurance
    Assurance is related to the knowledge and courtesy of

    employees and their ability to inspire trust and confidence.

    Banker may demonstrate assurance to customers by

    behaving courteously.

    By providing essential knowledge to guide customers

    problems.

    Empathy
    It refers to the caring, individualized attention the

    banker gives to its customers.

    It emphasize personalized attention on customers and

    understand specific needs of customers based on their requirements.

    Factors to be concentrated to improve service quality.


    1. solving the customer problems.
    2. service delivery on time.

    3. quick response to customer request.


    4. safe transactions, personal attention and 5. understanding the needs of the customer.

    Conclusion
    One of the primary causes of service quality design failure is the lack

    of understanding of the evolving need and preferences of targeted customers.


    Banks may attempt to reposition itself by restructuring its service

    delivery system to enhance the Servqual items in the areas of service quality.
    More concentration on the dimensions of servqual helps the bank to

    maintain service quality (not only bank any service provider).

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