Measuring the service quality in banking industry

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  • 1. ‘‘Measuring the Service Quality inBanking Industry” PRESENTED BY:- ABHAY JAIN M.B.A (GEN) IV SEM
  • 2. INTRODUCTION
  • 3.     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.
  • 4. 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
  • 5. DATA ANALYSIS AND INTERPRETATIONGender FrequencyMale 27Female 33Bank FrequencySBI 32ICICI 28 Education Frequency UG 35 PG 25
  • 6. Comparison of Service Quality Descriptives Group Statistics BANK Std. Std. Error N Mean NAME Deviation Mean SBI 32 4.5156 .79296 .14018TA ICICI 28 4.3929 1.17935 .22288 SBI 32 4.5063 .85758 .15160RL ICICI 28 4.2357 .97076 .18346 SBI 32 4.5625 .83037 .14679RP ICICI 28 4.2411 .95617 .18070 SBI 32 4.6875 .84481 .14934A ICICI 28 4.3482 .96786 .18291 SBI 32 4.6125 .84386 .14917E ICICI 28 4.6286 1.18723 .22437
  • 7. Service Quality Perception SBIVariables Weight Mean Score Weighted ScoreTangibility 12 4.51 54.1Reliability 29 4.50 130.5Responsiveness 23 4.56 104.8Assurance 17 4.68 79.5Empathy 19 4.61 87.5Total 100 22.86 456.4
  • 8. Service Quality Perception ICICIVariables Weights Mean Score Weighted ScoreTangibility 14 4.39 61.4Reliability 30 4.23 126.9Responsiveness 23 4.24 97.5Assurance 17 4.34 73.7Empathy 16 4.62 73.9Total 100 21.82 433.4
  • 9. 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
  • 10. 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. 
  • 11. 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.