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‘‘Measuring the Service Quality in Banking Industry”

PRESENTED BY:ABHAY JAIN M.B.A (GEN) IV SEM

INTRODUCTION About the Banking Industry About the Research Topic About the Selected Banks .

.RESEARCH OBJECTIVES • To make a comparative study of service quality and its dimensions between SBI and ICICI bank through SERVPERF SCALE so as to suggest ways and means of improving service quality in banks and make banking service more efficient and effective.

It generally based on 5 dimensions – ▫ Tangibles ▫ ▫ Reliability Responsiveness ▫ ▫ Assurance Empathy.where the Consumer Compare his/her expectations with the actual service and his perception is received. .LITERATURE REVIEW AND RESEARCH HYPOTHESIS • Service Quality: It is an evaluation process .

personnel. • the degree of courtesy of service providers’ workers and their ability to communicate trust to customers.Reliability Responsiveness Assurance • the service company ability to deliver promises on time. • the evidence of facilities. • the degree to which customers perceive service providers’ readiness to assist them promptly. and communication materials used by the company while offering services to customers . Empathy Tangibility • the care and importance the service provider gives to an individual customer.

The response anchors of 1= Strongly disagree and 7= strongly agree were defined) • Sample Size • Sample Unit • Sampling Technique : : : 60 Individual Convenient (Non random) • Investigation • Research Type : : Group Differences Descriptive and Comparative .Point likert type scale .RESEARCH METHDOLOGY • Research Method • Research Instrument : : Survey Questionnaire (includes 7.

DATA ANALYSIS AND INTERPRETATION Gender Male Female Bank SBI ICICI Frequency 27 33 Frequency 32 28 Education UG PG Frequency 35 25 .

Comparison of Service Quality Descriptives Group Statistics BANK NAME N Mean Std.22288 .22437 SBI ICICI SBI E ICICI .85758 .5063 .97076 .6125 4.3929 4.83037 .6286 .14018 .14934 .5156 4. Error Mean TA RL RP A SBI ICICI SBI ICICI SBI ICICI 32 28 32 4.14679 .84481 .18723 .18291 .6875 4. Deviation Std.5625 4.84386 1.2357 4.96786 .14917 .79296 1.17935 .2411 4.18346 .3482 4.95617 .18070 .15160 28 32 28 32 28 32 28 4.

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5 104.61 22.5 87.56 4.Service Quality Perception SBI Variables Weight Mean Score Weighted Score Tangibility 12 4.68 4.51 54.1 Reliability Responsiveness Assurance Empathy Total 29 23 17 19 100 4.50 4.5 456.86 130.4 .8 79.

7 73.4 .82 Weighted Score 61.62 21.Service Quality Perception ICICI Variables Tangibility Reliability Responsiveness Assurance Empathy Total Weights 14 30 23 17 16 100 Mean Score 4.23 4.9 97.34 4.5 73.39 4.4 126.24 4.9 433.

weighted average for SBI is 87.5 & ICICI bank is 73.weighted average for SBI is 104. • Assurance weighted average for SBI is 79.5 hence customer feels that SBI bank is more responsive than ICICI bank . .1 & ICICI bank is 61.7 hence customer feels that SBI bank is more responsive than ICICI bank .9 hence customer feels that SBI bank is more reliable .5 & ICICI bank is 126.8 & ICICI bank is 97.FINDINGS • Tangibility – weighted average SBI is 54.weighted average is for SBI is 130.9 • Empathy . • Responsiveness .5 & ICICI bank is 73.4 hence customer perception is more positively inclined for ICICI bank • Reliability .

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

expectations .  Generally . . perceived performance and satisfaction level shift over time and this study looked at one specific point of time and hence .LIMITATIONS Due to the Sample taken was from a small region of India.  The research is purely Quantitative so the level of difficulty is low . these findings may not rigorously represents the relationship among construct unveiled in this study. the result is only true at the time of completion of questionnaire.