An empirical evaluation on customer satisfaction in retail banking services of Sbi bank in Hyderabad district

Abstract

The main drive to write this paper is to analyse the most inducing factors impacting the customer satisfaction of Indian banking specifically SBI through factor analysis and regression analysis.A 24 itemed questionnaire was constructed through the literature survey and need based analysis of the customer view point in Indian banks. 250 questionnaires were distributed among the bank customers of SBI in Hyderabad west region among which 195 were returned back and among which only 150 were accurate and completely filled. The 24 itemed instruments have been tested empirically for reliability, uni dimensionality and validity through the statistical tools.The internal consistency and multivariate normality is in more acceptances with the data and further factor analyses has resulted with the six variable dimension factors enabling the customer satisfaction in the specific SBI branches. The service quality studied are proposed to offer the satisfaction level in retail services in banks with specific magnitudes which lends the bankers to overlay on improved strategic planning for the provisions and retention of customers in the long run for achieving lucrative measures and improving better client relationships. The results from the analysis of the current study are very vital, where scale development was evidenced from the previous studies which is most familiar to the SERVQUAL, the continuous growing market requirements and the customer needs increases the scope of self-assessment in due course to improve the service quality dimensions and even it permeates the academic research and prioritisation of quality up gradation in service orientation by bankers.