‘‘Measuring the Service Quality in Banking Industry”

PRESENTED BY:-ABHAY JAINM.B.A (GEN) IV SEM

INTRODUCTION

   LITERATURE REVIEW AND RESEARCH

HYPOTHESIS

• Service Quality: It is an evaluation process ,where the

Consumer Compare his/her expectations with the actual

service and his perception is received. It generally based on 5

dimensions –

▫ Tangibles

▫ Reliability

▫ Responsiveness

▫ Assurance

▫ Empathy.

RESEARCH METHDOLOGY•Research Method : Survey•Research Instrument : Questionnaire

(includes 7- Point likert type scale . The response anchors of 1=

Strongly disagree and 7= strongly agree were defined)

•Sample Size : 60

•Sample Unit : Individual

•Sampling Technique : Convenient (Non random)

• Investigation : Group Differences

•Research Type : Descriptive and

Comparative

DATA ANALYSIS AND INTERPRETATION

Gender Frequency

Male 27

Female 33

Bank Frequency

SBI 32

ICICI 28

Education Frequency

UG 35

PG 25

Comparison of Service Quality

Descriptives

Group StatisticsBANK NAME N Mean Std.

DeviationStd. Error

Mean

TASBI 32 4.5156 .79296 .14018

ICICI 28 4.3929 1.17935 .22288

RLSBI 32 4.5063 .85758 .15160

ICICI 28 4.2357 .97076 .18346

RPSBI 32 4.5625 .83037 .14679

ICICI 28 4.2411 .95617 .18070

ASBI 32 4.6875 .84481 .14934

ICICI 28 4.3482 .96786 .18291

ESBI 32 4.6125 .84386 .14917

ICICI 28 4.6286 1.18723 .22437

Variables Weight Mean Score Weighted Score

Tangibility 12 4.51 54.1

Reliability 29 4.50 130.5

Responsiveness 23 4.56 104.8

Assurance 17 4.68 79.5

Empathy 19 4.61 87.5

Total 100 22.86 456.4

Service Quality PerceptionSBI

Variables Weights Mean Score Weighted Score

Tangibility 14 4.39 61.4

Reliability 30 4.23 126.9

Responsiveness

23 4.24 97.5

Assurance 17 4.34 73.7

Empathy 16 4.62 73.9

Total 100 21.82 433.4

Service Quality PerceptionICICI

FINDINGS• Tangibility – weighted average SBI is 54.1 & ICICI bank is 61.4 hence customer perception is more positively inclined for ICICI bank

• Reliability - weighted average is for SBI is 130.5 & ICICI bank is 126.9 hence customer feels that SBI bank is more reliable .

• Responsiveness - weighted average for SBI is 104.8 & ICICI bank is 97.5 hence customer feels that SBI bank is more responsive

than ICICI bank . • Assurance - weighted average for SBI is 79.5 & ICICI bank is 73.7 hence customer feels that SBI bank is more responsive than ICICI bank .

• Empathy - weighted average for SBI is 87.5 & ICICI bank is 73.9

CONCLUSION

• Referring to this study, both state bank of India and ICICI bank customers seeks improvement with their banking services. Their ideal and actual bank services have differences. In terms of quality dimensions, they seem to put proportionate emphasis on tangibility , reliability, responsiveness, assurance and empathy.

• Both banks customers have given highest importance to reliability but the area of concern varies since the weights are attached to the 5 parameters and the areas of concern change for both.

LIMITATIONS

Due to the Sample taken was from a small region of India, these findings may not rigorously represents the relationship among construct unveiled in this study.

The research is purely Quantitative so the level of difficulty is low .

Generally , expectations , perceived performance and satisfaction level shift over time and this study looked at one specific point of time and hence , the result is only true at the time of completion of questionnaire.