This document presents research on measuring service quality in the banking industry in India. A survey was conducted of 60 customers of SBI and ICICI Bank. The findings show that for tangibility, customers perceive ICICI Bank more positively, while for reliability, responsiveness, and assurance, SBI scored higher. Both banks need improvement in meeting customer expectations. The study was limited by its small regional sample and being conducted at a single point in time.

1. ‘‘Measuring the Service Quality in
Banking Industry”
PRESENTED BY:-
ABHAY JAIN
M.B.A (GEN)
IV SEM

2. INTRODUCTION

4. 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.

6. 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

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

8. Comparison of Service Quality
Descriptives
Group Statistics
BANK Std. Std. Error
N Mean
NAME Deviation Mean
SBI 32 4.5156 .79296 .14018
TA ICICI 28 4.3929 1.17935 .22288
SBI 32 4.5063 .85758 .15160
RL ICICI 28 4.2357 .97076 .18346
SBI 32 4.5625 .83037 .14679
RP ICICI 28 4.2411 .95617 .18070
SBI 32 4.6875 .84481 .14934
A ICICI 28 4.3482 .96786 .18291
SBI 32 4.6125 .84386 .14917
E ICICI 28 4.6286 1.18723 .22437

11. Service Quality Perception
SBI
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

12. Service Quality Perception
ICICI
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

13. 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

14. 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.

15. 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.