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 INTERPRETATIONGender FrequencyMale 27Female 33Bank FrequencySBI 32ICICI 28 Education Frequency UG 35 PG 25
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
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.
LIMITATIONSDue 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.