Measuring Service Quality Using SERVQUAL For State Bank of India .

T E SERVQUAL I!STRUME!T AVE TA"E! SBI BA!" F#R SURVE$ AVI!% SAM&LE SI'E #F () &E#&LE

E*&E+TATI#!S This survey deals with your opinions of banks. Please show the extent to which you think banks should posses the following features. What we are interested in here is a number that best shows your expectations about institutions offering bank services Strongly "isagree $ % Strongly #gree ) *

&ER+E&TI#!S The following statements relate to your feelings about the SBI bank . Please show the extent to which you believe SBI has the feature described in the statement. ere! we are interested in a number that shows your perceptions about SBI bank Strongly "isagree $ % Strongly #gree *

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,ETangi0les +$. +xcellent banking companies will have modern looking e,uipment. +%. The physical facilities at excellent banks will be visually appealing. +&. +mployees at excellent banks will be neat appearing. +'. /aterials associated with the service 0such as pamphlets or statements1 will be visually appealing at an excellent bank. Tangi0les P$. SBI bank has modern looking e,uipment. ) ) (.( ( P%. SBI Bank-s physical facilities are visually appealing. P&. SBI Bank-s reception desk employees are neat appearing. P'. /aterials associated with the service 0such as pamphlets or statements1 are visually appealing at SBI bank. Average Tangi0les SERVQUAL score ) *

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E Relia0ility +(. When excellent banks promise to do something by a certain time! they do. +). When a customer has a problem! excellent banks will show a sincere interest in solving it. +*. +xcellent banks will perform the service right the first time. +2. +xcellent banks will provide the service at the time they promise to do so. +3. +xcellent banks will insist on error free records * ( '.( ).( ' Relia0ility P(. When SBI bank promises to do something by a certain time! it does so. P). When you have a problem! SBI bank shows a sincere interest in solving it. P*. SBI bank performs the service right the first time. P2. SBI bank provides its service at the time it promises to do so. P3. SBI bank insists on error free records Average Res.onsiveness SERVQUAL score Res.onsiveness +$.. +mployees of excellent banks will tell customers exactly when services will be performed. +$$. +mployees of excellent banks will give prompt service to customers. +$%. +mployees of excellent banks will always be willing to help customers. +$&. +mployees of excellent banks will never be too busy to respond to customers- re,uests. ' &.( ( '.( Res.onsiveness P$.. +mployees in SBI bank tell you exactly when services will be performed. P$$. +mployees in SBI bank give you prompt service. P$%. +mployees in SBI bank are always willing to help you. P$&. +mployees in SBI bank are never too busy to respond to your re,uest. Average Res.onsiveness SERVQUAL score ( ' ( ( * ( ( * (

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E Assurance +$'. The behavior of employees in excellent banks will instill confidence in customers. +$(. 4ustomers of excellent banks will feel safe in transactions. +$). +mployees of excellent banks will be consistently courteous with customers. +$*. +mployees of excellent banks will have the knowledge to answer customers- ,uestions. '.( ( ' (.( Assurance P$'. The behavior of employees in SBI bank instills confidence in you. P$(. 5ou feel safe in your transactions with SBI bank. P$). +mployees in SBI bank area consistently courteous with you. P$*. +mployees in SBI bank have the knowledge to answer your ,uestions. Average Assurance SERVQUAL score E1.at2y +$2. +xcellent banks will give customers individual attention. +$3. +xcellent banks will have operating hours convenient to all their customers. +%.. +xcellent banks will have employees who give customers personal attention. +%$. +xcellent banks will have their customer-s best interests at heart. +%%. The employees of excellent banks will understand the specific needs of their customers. ) % & %.( % E1.at2y P$2. SBI bank gives you individual attention. P$3. SBI bank has operating hours convenient to all its customers. P%.. SBI bank has employees who give you personal attention. P%$. SBI bank has your best interest at heart. P%%. The employees of SBI bank understand your specific needs. Average E1.at2y SERVQUAL scores * & ' ( ( ' )

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TABLE (3 +AL+ULATI#!S T# #BTAI! U!4EI% TE5 SERVQUAL S+#RE

#verage Tangi0le S+6789#: score #verage Relia0ility S+6789#: score #verage Res.onsiveness S+6789#: score #verage Assurance S+6789#: score #verage E1.at2y S+6789#: score T;T#: AVERA%E ,6 Total 7 8- U!4EI% TE5 SERVQUAL S+#RE ..2*( $.) ..( ..%( ..2*( &.$ ..)%