Transcript
A
PROJECT ON
SERVICE QUALITY ANALYSIS OF
STATE BANK OF INDIA
UNDER THE GUIDANCE OF
Mr. Imran Shaikh
Submitted byMr.Bhavesh Jain, Enrollment No. 108050592024,
Ms.Shilpa Parmar, Enrollment No.108050592038,
As per Banking Regulation Act, 1949
(section 5):
“The bank is the institutions which accept the deposits from the public, repay the same on their demands by cheques, demand draft or by order, for the purpose of investment and lending.”
1. Political/ Legal :
State provision of pensions
Government encouragement of savings and investment
Regulatory control and protection
2.Economic:
Personal and household disposable income Employment levels The rate of inflation Income tax levels and taxation structures Savings and investment levels and trends Stock market performance
3. Socio-cultural :
Changing attitude towards consumer credit
and debt Changing employment patterns Numbers of working women The ageing population Marriage/divorce/birth rates Consumption trends
4.Technological:
Process developments
Information storage and handling
Database system
Type: Public
Industry: Banking, Financial services
Founded: 1 July 1955
Headquarters: Mumbai, Maharashtra, India
Area served: World wide
Chairman:Mr. Pratip Chaudhuri
Products: Credit cards, Consumer banking, corporate banking, finance and insurance
Revenue: 147,843.92 crore (US$29.98 billion) (2011)
Operating income: 33,710.31 crore (US$6.84 billion) (2011)
Profit: 11,179.94 crore (US$2.27 billion) (2011)
Employees: 222,933 (2011)
Strength Aggression towards
development the existing standards by banks.
Strong regulatory impact by central Bank to all the banks.
Presence of intellectual capital to face the change in implementation with good quality.
Weakness Poor Technology
infrastructure. Ineffective risk measures. Presence of more number
of smaller banks that would likely to
be Impacted adversely
Opportunities Increasing Risk management
Expertise. Need significant Connection
among, business Credit & risk management and Information Technology.
Advancement of technologies. Strong Asset Base would help in bigger growth.
Threats Inability to meet the
additional Capital Requirements.
Loss of Capital to the entire banking system due to merger and acquisitions.
Huge investment in technology.
Bank: STATE BANK OF INDIA RANK 2010: 36 RANK 2009: 70 BRAND VALUE 2010: (Brand Value in $ millions) 4551 BRAND VALUE 2009:
1448
“Bhanu Pande, ET Bureau” Ranking
Review of literature In 1988, Parasuraman, Zeithaml and Berry
developed a multipleitemscale for measuring service quality called SERVQUAL. SERVQUAL is a generic instrument for measuring perceived service quality that is viewed as the degree and direction of discrepancy between consumers’ perceptions and expectations.
The SERVQUAL scale was employed to measure the service quality in an electric, banking secter and gas utility company (Babakus and Boller, 1992) as well as restaurants (Bojanic andRosen, 1994; Fu, 1999).
Scope of the study:
The study would try to throw some insights into the existing services provided by the banks and the gap between the customer expectations, perceptions and the actual state of performance. The results of the study would be able to recognize the lacunae in the system and thus provide key areas where improvement is required for better performance and success ratio.
Research design: Descriptive
Research Objectives: To find out the level of expectation and the level of perception of the
customers from the services offered by the banks.
To compare the level of perception and expectation of the services offered by the bank.
To know the customer faces different technical problem while using different technical product of SBI.
To know which service quality dimension the bank is performing well and in which dimension it needs improvement
Sampling Design: Sample Area: : Surat Sample size: 100 SBI customers Sampling Method: Non- Probability Convenience Sampling
Data Source: Primary data Secondary data
Research tools: SERVQUAL Instrument and Gap Analysis
5 Dimension of SERVQUAL Instrument Tangible
Reliability
Responsiveness
Assurance
Empathy
Limitations of the Study:
Respondents may give biased answers for the required data. Some of the respondents did not like to respond.
As the samples were taken from the Surat region, the finding of the study does not apply to any other part of the state.
Inadequate time was the major constraint during the whole project.
Beneficiaries of Project:
Beneficiary of this project is to the bank, to improve the customer satisfaction in the dimension in which they are lagging.
Key findings and analysis will helpful to them for provide better services to customers.
For researchers, to know the competitive advantage of the banks and their services.
Data Analysis and Interpretation
Tangible Dimension
Q.1 Modern looking equipments
48 9
33
46
0
10
20
30
40
50
No Of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.1
Q.3 Net Appearing Employees at the Desk.
13
55
16 14
2
0102030405060
No Of Respondent
s
1 2 3 4 5
Satisfaction Level
Ques.3
Reliability Dimensions
Q.6) Showing sincere interest in solving a customer’s problems.
48
34
116
10
10
20
30
40
50
No.of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.6
Q.9) Insisting on error- free records.
37
14
46
30
0
10
20
30
40
50
No Of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.9
Responsiveness Dimensions
Q.11) Employees giving prompt service to customers.
1318
12
47
10
0
10
20
30
40
50
No. of Respondent
s
1 2 3 4 5
Satisfaction Level
Ques.11
Q.12) Employees always being willing to help customers
51
36
6 70
0102030405060
No. Of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.12
Assurance Dimension
Q.14) Employees of the bank instill confidence in the customers.
312 14
62
9
0
20
40
60
80
No of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.14
Q.16) Employees being consistently courteous with their customers.
62
26
3 6 3010203040506070
No. Of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.16
Empathy Dimension
Q.19) Operating hours convenient to all their customers.
210 12
51
25
0
102030405060
No Of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.19
Q.20) Employees giving customers personal attention.
49
35
97
00
10
20
30
40
50
No Of Responde
nts
1 2 3 4 5
Satisfaction Level
Ques.20
Five Dimensions Chart
5.00
30.00
38.00
10.00
17.00
0
5
10
15
20
25
30
35
40
No. of Respondence
Tangibles Reliability Responsiveness Assurance Empathy
Dimension
Five Dimension Chart
Conclusion SBI Bank is performing well in two services first is
modern looking equipments service and others is customers are feeling safe in their transactions.
SBI Bank is not performing well in three service mainly first is bank not showing sincere interest in solving a customer’s problems, second bank not telling the customers exactly when services will be performed and Third is bank is not always being willing to help customers.
SBI Bank is performing well at moderate level in two service first is employees are never too busy to respond to customers’ requests and second is the employees understanding the specific needs of customers.
In overall Conclusion we can tell that bank Reliability and Responsiveness dimensions are very weak so to satisfy its customers the bank has to improve the service related to this dimensions.
Recommendations
SBI Bank has to improve mainly two dimension related service reliability and responsiveness.
SBI bank should keep in mind four factors Promptness, Willingness, Competency and Understanding because this four factors are very important for any banking industry.
SBI Bank has to concentrate four service to improve that service-
A. Showing sincere interest in solving a customer’s problems
B. Employees telling customers exactly when service will be performed
C. Employees always being willing to help customers
SBI should deemphasize on factor Promptness as in this factor they are performing well, but these factors have less importance as compared to other factors.
Donald R. Cooper & Pamela S. Schindler, “Business research method” Tata Mac
Grow Hill, 2008 Kotler Philip, Marketing Management,
New Delhi, 11th Edition, Prentice Hall of India. 2003
WEBSITE http://finance.indiamart.com,india
finance and investment,Julay 7, 2000 http://www.rbi.org.in,Scripts http://www.rbi.org.in,history,March 7
2006 http:// www.statebankofindia.com
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