PROJECT TOPIC

A STUDY ON CUSTOMER SATISFACTITION TOWARDS SELECTED

SBI BANKING SERVICE WITH SPECIAL REFERENCE TO TIRUPPUR

CHAPTER I

INTRODUCTION:

The business of banking is as old as the civilization itself. The mere

fact that the Babylonians, in 200 BC, lent money at higher rates of interest against gold and
silver under the temple’s safe custody stands proof for banking history. In ancient days, the main
function of banks was granting loans to individuals or the state in times of crisis. Banking in
India originated in the last decades of the 18th century. The first banks were the General Bank of
India, which started in 1786 and the Bank of Hindustan. The oldest bank in existence in India is
the State Bank of India, a government owned bank that traces its origin back to June 1806 and
that is the largest commercial bank in the country.

The passing of the Joint Stock Company act in 1850 greatly helped in the establishment of many
commercial banks. Later in 1921, the Imperial Bank of India and in 1935 the Reserve Bank of
India were also established. After independence in 1947, the RBI was nationalized enabling it
with broader power. The government of India nationalized 14 large commercial banks in 1969
and six more banks were added to the list in 1980. Today customers are now becoming
increasingly conscious of their rights and are demanding ever more than before. The recent
trends show that most of the banks are shifting from a “product –centric model” to a “customer –
centric model” since customer satisfaction has become one of the major determinations of
business growth. In this context, prioritization of performance and close monitoring of the
customer satisfaction are indispensable.

State Bank of India (SBI) is one of the biggest state-owned financial institutions in India.
Headquartered in Mumbai, the bank provides a wide range of products and services to its
customers, which includes commercial enterprises, large corporate, public bodies and

1
institutional customers. SBI is also one of the largest banks in India in terms of market
capitalization. Some of the services offered by the bank to its customers include domestic
treasury, brokering services, revised service charges, ATM services, internet banking, E-pay, E-
rail, safe deposit locker, MICR codes, foreign inward remittances, doorstep banking services,
among others. A Fortune 500 company, SBI is also among the top league of 50 global banks
with a balance sheet size of over Rs 30 lakh crore. The bank comprises 24,000 plus branches
along with 59,000 plus ATMs serving 42 crore plus customers. SBI has an overseas presence
through over 195 foreign offices spread across 36 plus countries.

In April 2017, associates banks of SBI, including State Bank of Bikaner and Jaipur (SBBJ), State
Bank of Mysore (SBM), State Bank of Travancore (SBT), State Bank of Patiala (SBP), State
Bank of Hyderabad (SBH) and Bharatiya Mahila Bank, merged with State Bank of India, making
it the largest consolidation exercise in the banking history of India. As per the bank, "SBI has
been the most trusted brand on the banking horizon in India. The bank believes that it owes a
solemn duty to the less fortunate and underprivileged members of the society to make sustainable
social change in their lives." Bank's customized savings products are designed for people from
all age groups - from children to young adults to the elderly.

SBI's loan products, including home, personal loans, car loans, debit and credit cards and travel
cards, cater to all kinds of customers, claims the bank. The bank also deals in education loans,
health insurance options, vehicle and home insurance; demat accounts, wealth management,
precious metals and private banking. On the technology front, SBI says it has expanded the
digital base of the bank manifold in recent years. The bank also claims to play a vital role in
making the Government of India's Digital India Initiative a reality. SBI as the most trusted Bank
by Indians through generations.

SBI, the largest Indian Bank with 1/4th market share, serves over 45 crore customers through its
vast network of over 22,000 branches, 62617 ATMs/ADWMs, 71,968 BC outlets, with an
undeterred focus on innovation, and customer centricity, which stems from the core values of the
Bank - Service, Transparency, Ethics, Politeness and Sustainability. The Bank has successfully
diversified businesses through its various subsidiaries i.e. SBI General Insurance, SBI Life
Insurance, SBI Mutual Fund, SBI Card, etc. It has spread its presence globally and operates
across time zones through 229 offices in 31 foreign countries. Growing with times, SBI

2
continues to redefine banking in India, as it aims to offer responsible and sustainable Banking
solutions.

3
OBJECTIVES OF THE STUDY:

 To study the socio-economy status of the customer.

 To know the reasons for selecting SBI banking. .
 To know the opinion about services rated by the customer.
 To know the satisfaction level of the customer.
 To provide value suggestion based on the study.

STATEMENT OF THE PROBLEM:

In the current competitive world banks have

to struggle their might to offer the best have offer the best of the customer satisfaction through
various innovative strategies in order to services in industry. Banking industry is passing through
a challenging phase. The demonetization policy introduced by the government has affected the
banking industry to a great extent. The banking sector facing lot of challenges due to
competition, technologies developments changing customer’s needs and policies of government.
In this competitive and fast changing era, it becomes imperative for a bank to satisfy the needs of
the customer. The banks are spending a lot of the time and energy to frame policies about
customer satisfaction. The study would stand as a sincere attempt to evaluate customer
satisfaction of SBI in Tiruppur city.

RESEARCH METHODOLOGY:

Research in common parlance refers to search for

knowledge. In short the search for knowledge through objective and systematic method of
finding solution to a problem is ‘research’. As such the term ‘research’ refers to the systematic
method consisting of enunciating the problem formulating collecting the facts or data, analysing
the facts and reaching certain conclusions either in the form of solution towards the concerned
problem or in certain generalization for some theoretical formulation.

4
RESEARCH DESIGN:

A research design is the arrangement of conditions for collection

and analysis of data in a manner that aims to combine relevance to the research purpose with the
economy in procedure. In view of deciding objectives of the study, the researcher feels that
descriptive analysis is most suitable to this study. Descriptive analysis is concerned with
describing the characteristics of a particular individual or a group.

INSTRUMENTATION OF DATA COLLECTION:

For the collection of primary data the

researcher decided to use a questionnaire method. A well-structured questionnaire method was
prepared by the researcher to collect the necessary information relating to the study. The
questionnaire method was constructed in such a way that it contained maximum possible
questions relating to the study aspects. The questionnaire consisted of personal profile and study
profile related to the study and the main part of the Schedule administered to address the
objectives stated in the study.

SOURCE OF DATA:

The study in includes both Primary and secondary data

 Primary data have been collected from the target respondents through structured
questionnaire
 Secondary data have been collected from different sources such as journals, Internet and
websites.

AREA OF STUDY:

The study is undertaken in Tiruppur.

SAMPLE SIZE:

The sample size which is taken for the study is 121.

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SAMPLING METHOD:

For the purpose of analysis, the data has been collected from customers from the selected
sampled area in Tirupur. The Convenient sampling method has been used to collect the data for
this study. Collected data has been tabulated and statistically interpreted whenever and wherever
needed in the study.

SCOPE OF THE STUDY:

 The study is conducted on behalf of the customers of SBI bank in Tiruppur city.
 The study is conducted to know the customer preference towards the choosing the
services, the awareness on the various services provided by banks, the frequency of
services used.
 The study has put forward the Customers as well as acceptability behavior for the
services.
 The study defines about their satisfaction level of towards the services provided by the
SBI in the selected area.

Limitation of the study:

 The study takes into analysis only the customer satisfaction of the account holders of SBI
bank in Tiruppur
 Findings of this study may be influenced by personal bias of the respondents.
 The survey has been conducted only on 121 respondents.
 The study is restricted to SBI bank branches situated in Tirupur city only.

STATISTICAL TOOL USED:

 Simple percentage Analysis

 Rank Analysis

6
SIMPLE PERCENTAGE ANALYSIS:

This analysis is carried out for the most out

all the question gives in questionnaire. This analysis describes the classification of the
respondents failing each category. The percentage analysis is used mainly for the
standardization and comparisons are in ⸻with the analysis.

Formula

Percentage = No of Respondents

⸻⸻⸻⸻⸻⸻⸻⸻×100

Total No of respondent

RANK ANALYSIS:

Analysis of ranks involves two steps. First, observations are assigned

rank scores, usually from smallest to largest (the largest values given the largest ranks). Then,
test statistics are calculated using rank scores.

Formula:

=RANK(number,ref,[order])

The RANK function uses the following arguments:

1. Number (required argument) – This is the value for which we need to find the rank.
2. Ref (required argument) – Can be a list of, or an array of, or reference to, numbers.
3. Order (optional argument) – This is a number that specifies how the ranking will be done
(ascending or descending order). o 0 – is used for descending order o 1 – is used for
ascending order o If we omit the argument, it will take a default value of 0 (descending
order). It will take any non-zero value as the value 1 (ascending order)

7
 CHAPTER SCHEME:

CHAPTER I:

This chapter deals with the Introduction of study, statement of the

problem, scope of the study, need of the study, objectives, Research Methodology, limitations
and chapter scheme.

CHAPTER II:

This chapter deals with Review of Literature

CHAPTER III:

This chapter deals with the Overview of the study

CHAPTER IV:

This chapter highlights the Analysis and Interpretation

CHAPTER V:

This chapter deals with the Findings, Conclusion and Suggestion

8
 CHAPTER-II

REVIEW OF LITERATURE:

 Hanif, Hafez & Riaz (2012) Customer satisfaction is an evaluation of difference

between prior expectations about product and its actual performance. Customer
satisfaction is how customers react towards the state of satisfaction, and how customers
judge the satisfaction level.
 Aurora and Malhotra (2012) studied the level of customer satisfaction and
marketing strategies in both private and public sector banks in India. It revealed six
factors of customer satisfaction in public sector banks viz, routine operations, price,
situational environmental technology and interaction. But in private banking sector, they
found seven factors in total, having staff factors as the top ranked and situational
factors as the lowest ranked items. Instead of price factor.
 Dutta K. and Dutta A. (2013) investigated the perception of expectation of customers
across all the banks in India. This study showed that customers are most satisfied with the
services of foreign banks followed by private and public banks. This study suggested that
Indian public banks should improve their banking services.
 Aravmudhan, V (2013), analysed the relationship among service quality, customer
satisfaction and customer retention in Lakshmi Vilas Bank at Tiruchengode town. It
addresses whether the dimensions of service quality impacts customer satisfaction which
eventually leading to customer retention. Correlation was used to analyse the relationship
among service quality, customer satisfaction and customer retention. Service quality and
customer satisfaction have a positive correlation with customer retention. Hence, the
bank provides quality services and also highly satisfies and retains their customers.
Further, the bank implements and create awareness on e-corner facilities to satisfy and
retain their customers. It reduces the employees’ burden and help to maintain a long term
relationship between the employees and the customers because employees are the face of
the bank.

9
 Edwin M. & Fathima S. (2014) conducted a study on the impact of service quality and
customer satisfaction in commercial banks. This study shows that there is close link
between the customers’ perception on the service quality factor and customer satisfaction.
It further showed that the impact of the service quality factor on customer satisfaction is
unique. It brought the suggestion that bank managers have to formulate appropriate
marketing strategies to satisfy their customers.
 Abdul A R. (2014) evaluated the customers’ satisfaction towards the banking services
rendered by the SBI in Kanyakumari District. The author conducted a literature search on
banking services of SBI interviewing of its 150 customers and thoroughly scrutinized
how it caters to thebanking needs of the inhabitants of Kanyakumari district. The study
also focused on various factors that determine the customers’ satisfaction like employees’
behavior, banking services, banking performance, infra- structure facility, loan oriented
services and other value added services. Analysis was made by using various tools like
percentage Analysis, ChiSquare Test and charts. The result showed that there is a
significant relationship between the variable of customer satisfaction and banking
services of the SBI and the customers have a medium level of satisfaction. The SBI could
consider the researcher’s suggestions
 Shah Minal et al (2015), conducted to study the customer perception towards services
provided by public banks using SERVQUAL model. The research has been conducted
with public sector banks. Typically, customers perceive very little difference in the
banking products offered by public banks dealing in services as any new offering is
quickly matched by competitors
 O’sullivan,Mccalling (2015)There is a significant effect of customer satisfaction on the
performance of business and through customer satisfaction returns of shareholders can be
increased and value of any business can be maximized.
 Suresh (2016), this study focused on changing consumer behavior for mobile banking
services in India. Mobile banking is the latest and mostinnovative service offered by the
Banks. The purpose of the study is to investigate determinants of Mobile banking
adoption based on an individual “benefits and costs of adopting mobile banking.The main
factors that determine the customer satisfaction of mobile banking in India are security,
efficiency, cost effectiveness, easy demand fulfillment and correctness in results.It aims

10
 to analyze the customer response and customer satisfaction of mobile banking through
these factors. Mobile banking is one of the alternatives in e- channels available to
customer for quick and efficient of service at anytime of the day and from anywhere to
use. Banks can also use to unable the banking for increasing the efficiency of their staff
create a platform. Finally this paper an Endeavour has been made to explore the
consumer satisfaction of the new electronic payment service as mobile banking and the
factors influencing the adoption of mobile banking services.
 Hallowell Roger (2016) carried out a study on customer satisfaction in banks and
suggested that banks should target service to only those who need it most. By adopting
this strategy customers will be retained for longer periods since the bank can satisfy
customers better than competitors.
 KR. Kamath (2016) Banks may more towards universal banking driven by the forces of
deregulation, liberalizations, and technological advancement. The pressures would
emanate from super markets, utility service providers etc., Technology has played and is
playing a critical and arguably the most important role in redefining the financial
business. Banks are responding by offering alternative delivery channels like ATMs, Tele
banking, internet banking, mobile banking etc., Most of the banks have already
implemented core banking solution (CBS) across all offices to provide “anytime
anywhere” banking in true sense.
 Kotovalas and Siomkos (2017) conducted studies on customers’ satisfaction in Greek
banks. It revealed that there was a direct and positive correlation between perceiving
service quality and customers’ loyalty in the case of both private and public sector banks.
The significant relationship has recorded demographic characteristics and perceived
qualities of both types of banks. Customers of both banks were willing to express their
complaints to the bank employees. The result reveled that bank’s promotional efforts,
aimed at providing relevant information to the public might increase loyalty level.
 Prerna Sharma (2012), this study was conducted on mobile banking in India: barriers in
adoption and services preferences. He revealed in his study mobile banking is growing
yet there are numbers of issues and threats in mobile banking system and the major
problem of mobile banking is its non-adoption by the customers and also research
focuses on the barriers in adoption of mobile banking. It further focuses on preferred

11
 services by the mobile banking customers and influence of demographic variable on
mobile banking service adoption. A cross-section descriptive design was adopted and
data collected was subject to Product moment correlation, one way kolmogorov-Smirnov
test and frequency analysis. Finally this study suggests that customers „security concern
is the major barrier in adopting mobile banking services and also preferred services are
concern balance check tops, as customers prefer information based services rather than
financial services provided by the bank.
 Naveen Kumar and V.K. Gangal (2018) examined customer satisfaction in new
generation banks showing customers’ expectations increasing rapidly in the banking
industry of India. New customers looked the best services at a reasonable price. The
result revealed that, the majority of Indian banks were not very diversified in terms of the
product and services they offer. Further, it suggests that, in the competitive banking
industry, banks have to implement strategic focus customer satisfying aspects for
retaining as many customers as possible.
 Nirmaljeet Virk and Prabhjot Kaur Mahal (2019) carried out a study on customer
satisfaction in public and private banks of India. Private Bank managers maintain better
personal relationship with customers than the public bank managers and this factor
determines the customers’ satisfaction to a large extent.
 Mahalakshmi and Sarvanaraj (2019) studied the customers’ satisfaction towards the
banking services in Trichy. This study showed the key factors influencing customer’s
selection of a bank are range of service, rates, fees and prices charged. It further showed
that not only superior service is sufficient to satisfy customers but also excellent front
office services, value added services, deposit oriented services and providing innovative
products will satisfy the clients’ need.
 Tyler K and Stanley (2020) in their research show that customer satisfaction in banking
depended on the customers’ relationship with officer or manger rather than the bank they
represented. Further this study shows that the attitude of bank officers or managers and
their relationship with customers lead to customer retention and satisfaction.
 Uppal R.K. (2020) conducted studies on customer complaints and this research showed
that excellent customer service and customer satisfaction help to sustain business growth.
Furthermore it showed that customer complaints are continuously increasing in the public

12
 sector banks adversely affecting customers’ satisfaction and performance. This research
also suggested that establishing a customer care center in all banks would help solve
customer compliant on a priority basis.
 Kotler (2021) described satisfaction as person’s way of thinking about satisfaction or
dissatisfaction resulting from the relationship of product presentation. Customer’s
thinking process and values also affect their satisfaction level. It is said that satisfaction is
a collection of customer’s beliefs about unbiased management.
 Manoranjan Mobapatra, et al., (2021) About Forty percent of the population in India is
unbanked. Since e-banking has evolved as a platform for future innovations that can have
long ranging socio-economic benefits for India and hence also be able to capitalize on the
Indian government’s dream of, one bank Account Per Indian; established in the fact that
e-banking is the need of the hour in India today. It is a win-win situation for all
concerned, operators’ banks and specialist companies are gradually getting themselves
organized to operate e-banking services banks are able to reach remote areas without
incurring the heavy expenses that opening a branch entails also the ATM penetrating in
rural areas is not that High with only forty ATM s per million people in India

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 CHAPTER:III

PROFILE OF THE STUDY

History of SBI bank:

The roots of State Bank of India lie in the first decade of the 19th century
when the Bank of Calcutta later renamed the Bank of Bengal. Was established on 2 June 1806.
The Bank of Bengal was one of three Presidency banks, the other two being the Bank of Bombay
(incorporated on 15 April 1840) and the Bank of Madras (incorporated on 1 July 1843). All three
Presidency banks were incorporated as joint stock companies and were the result of royal
charters. These three banks received the exclusive right to issue paper currency till 1861 when,
with the Paper Currency Act, the right was taken over by the Government of India. The
Presidency banks amalgamated on 27 January 1921, and the re-organised banking entity took as
its name Imperial Bank of India. The Imperial Bank of India remained a joint-stock company but
without Government participation.

Pursuant to the provisions of the State Bank of India Act of 1955,

the Reserve Bank of India. Which is India's central bank.acquired a controlling interest in the
Imperial Bank of India. On 1 July 1955, the Imperial Bank of India became the State Bank of
India. In 2008, the Government of India acquired the Reserve Bank of India's stake in SBI so as
to remove any conflict of interest because the RBI is the country's banking regulatory authority.

In 1959, the government passed the State Bank of India (Subsidiary

Banks) Act. This made eight banks that had belonged to princely states into subsidiaries of SBI.
This was at the time of the First Five Year Plan, which prioritised the development of rural India.
The government integrated these banks into the State Bank of India system to expand its rural
outreach. In 1963 SBI merged State Bank of Jaipur (est. 1943) and State Bank of Bikaner
(est.1944).

SBI has acquired local banks in rescues. The first was the Bank of Bihar
(est. 1911), which SBI acquired in 1969, together with its 28 branches. The next year SBI
acquired National Bank of Lahore (est. 1942), which had 24 branches. Five years later, in 1975,

14
SBI acquired Krishnaram Baldeo Bank, which had been established in 1916 in Gwalior State.
under the patronage of Maharaja Madho Rao Scindia The bank had been the Dukan Pichadi, a
small moneylender, owned by the Maharaja. The new bank's first manager was Jall N. Broacha,
a Parsi. In 1985, SBI acquired the Bank of Cochin in Kerala. which had 120 branches. SBI was
the acquirer as its affiliate, the State Bank of Travancore, already had an extensive network in
Keral. There was, even before it actually happened, a proposal to merge all the associate banks
into SBI to create a single very large bank and streamline operations.

The first step towards unification occurred on 13 August 2008 when State
Bank of Saurashtra merged with SBI, reducing the number of associate state banks from seven to
six. On 19 June 2009, the SBI board approved the absorption of State Bank of Indore in which
SBI held 98.3%. (Individuals who held the shares prior to its takeover by the government held
the balance of 1.7 %.). The acquisition of State Bank of Indore added 470 branches to SBI's
existing network of branches. Also, following the acquisition, SBI's total assets approached ₹10
trillion. The total assets of SBI and the State Bank of Indore were ₹9,981,190 million as of
March 2009. The process of merging of State Bank of Indore was completed by April 2010, and
the SBIndore branches started functioning as SBI branches on 26 August 2010. On 7 October
2013, Arundhati Bhattacharya became the first woman to be appointed Chairperson of the
bank. Mrs. Bhattacharya received an extension of two years of service to merge into SBI the five
remaining associate banks.

15
DOMESTIC:

SBI has over 24000 branches in India. In the financial year 2012–13, its
revenue was ₹2.005 trillion (US$26 billion), out of which domestic operations contributed to
95.35% of revenue. Similarly, domestic operations contributed to 88.37% of total profits for the
same financial year.

Under the Pradhan Mantri Jan Dhan Yojana of financial inclusion launched by Government in
August 2014, SBI held 11,300 camps and opened over 3 million accounts by September, which
included 2.1 million accounts in rural areas and 1.57 million accounts in urban areas.

INTERNATIONAL:
As of 2014–15, the bank had 191 overseas offices spread over 36
countries having the largest presence in foreign markets among Indian banks.

 SBI Australia
 SBI Bangladesh
 SBI Bahrain
 SBI Botswana

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The SBI Botswana subsidiary was registered on the 27th January 2006 and was issued a banking
licence by the Bank of Botswana on the 29th July 2013. The subsidiary handed over its banking
licence and closed its operations in the country.

 SBI Canada Bank was incorporated in 1982 as a subsidiary of the State Bank of India. SBI
Canada Bank is a Schedule II Canadian Bank listed under the Bank Act and is a member of
Canada Deposit Insurance Corporation.
 SBI China
 SBI (Mauritius) Ltd SBI established an offshore bank in 1989, State Bank of India
International (Mauritius) Ltd. This then amalgamated with The Indian Ocean International
Bank (which had been doing retail banking in Mauritius since 1979) to form SBI (Mauritius)
Ltd. Today, SBI (Mauritius) Ltd has 14 branches – 13 retail branches and 1 global business
branch at Ebene in Mauritius.
 Nepal SBI Bank Limited

In Nepal, SBI owns 55% of share. (The state-owned Employees Provident Fund of Nepal
owns 15% and the general public owns the remaining 30%.) Nepal SBI Bank Limited has
branches throughout the country.

 SBI Sri Lanka now has three branches located in Colombo, Kandy and Jaffna . The Jaffna
branch was opened on 9 September 2013. SBI Sri Lanka is the oldest bank in Sri Lanka; it
was founded in 1864.

In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo–Nigerian
Merchant Bank and received permission in 2002 to commence retail banking. It now has five
branches in Nigeria.

In Moscow, SBI owns 60% of Commercial Bank of India.with Canara Bank owning the
rest. In Indonesia, it owns 76% of PT Bank Indo Monex. State Bank of India already has a
branch in Shanghai and plans to open one in Tianjin

In Kenya, State Bank of India owns 76% of Giro Commercial Bank. which it acquired
for US$8 million in October 2005.

 SBI South Korea In January 2016, SBI opened its first branch in Seoul, South Korea.

17
 SBI South Africa

 SBI UK Ltd

State Bank of India branch at Southall, United Kingdom

 SBI USA In 1982, the bank established a subsidiary, State Bank of India, which now has
ten branches—nine branches in the state of California and one in Washington, D.C. The
10th branch was opened in Fremont, California on 28 March 2011. The other eight
branches in California are located in Los Angeles, Artesia, San Jose, Canoga Park,
Fresno, San Diego, Tustin and Bakersfield

18
References:

 Abdul RA. A study on customer’s satisfaction towards banking services of state bank of
India in Kanyakumari District. International Journal of management and commerce
innovations. 2014; 2(2):429-442.
 Aurora S, Malhotra M. Customer Satisfaction: A Comparative Analysis of Public and
Private Sector Banks. Decision 24 (1-4), January- December, IIM Calcutta. 2012, 109-
130.
 Dutta K, Dutta A. Customer Expectation and Perception across the Indian Banking
Industry and Resultant Financial Implications. Journal of Service Research. 2013;
1(9):31-49.
 Edwin MG, Fathima S. Impact of Service Quality in Commercial Banks and Customer
Satisfaction: An Empirical Study.” International Journal of Multidisciplinary Study.
2013; 1(6):19-37.
 Hallowell Roger. The Relationship of Customer Satisfaction, Customer Loyalty and
Profitability: An Empirical Study. The International of Service Industry Management.
2016; 7(4):27-42.
 Jamal A, Naser K. Customer satisfaction and retail banking: an assessment of some of the
key antecedents of customer satisfaction in retail banking, International Journal of Bank
Marketing. 2002; 20(4):146-60.
 Jamal A, Naser K. Factors influencing customer satisfaction in the retail banking sector
in Pakistan”, International Journal of Commerce & Management. 2003; 13(2):29.
 Naveen K, Gangal VK. Customer Satisfaction in New Generation Banks: A Case Study
of HDFC Bank. International Referred Research Journal. 2018; 11(4):177- 186.
 Kotovalas K, Siomkos GJ. An Examination of Relationship between Service Quality
Perception and Customer Loyalty in Public & private Greek Banks.” International
Journal of Financial Service Management,. 2017; 14:208-271.
 Mahalakshmi V, Sarvanaraj M. An Empirical Study on Customers’ Satisfaction towards
Banking Services in Trichy. Interdisciplinary Journal of Contemporary Research in
Business. 2019; 3(4):237-253.

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 Manrai LA, Manrai AK. A field study of customers’ switching behaviour for bank
services. Journal of Retailing and Consumer Services. 2014; 14:208-15.
 Naeem H, Saif I. Service quality and its impact on customer satisfaction: an empirical
evidence from the Pakistani banking sector, The International Business and Economics
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 Nirmaljeet V, Prabhjot KM. Customer Satisfaction: A Comparative Analysis of Public &
Private Banks in India. Information and Knowledge Management. 2012; 2(3):1- 7.
 Parasuraman A, Berry LL, Zeithaml VA. SERVQUAL: a multiple-item scale for
measuring consumer perceptions of service quality. Journal of Retailing. 2018; 64(1):12.
 Prabhakaran S, Satya S. An insight into service attributes in banking sector. Journal of
Services Research. 2013; 3(1):157-69.
 Sangwan DS. Human Resource Management in Banks, National Publishing House, New
Delhi. Stafford, M.R. (1996), “Demographic discriminators of service quality in the
banking industry”, The Journal of Services Marketing. 2012; 10(4):6.
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International journal of management of social science research. 2015; 2(8):71-78.
 Storbacka K. Customer profitability: analysis and design issues”, in Sheth, J and
Parvatiyar, A. (Eds), Handbook of Relationship Marketing, Sage, Thousand Oaks, CA,
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development of an instrument. Journal of Marketing Management, Vol. 20, pp. 185- 207.

20
 CHAPTER IV

DATA ANALYSIS & INTERPRETATION

INTRODUCTION

To complete this study properly, it is necessary to analyse the data collected in order to
test the hypothesis and answer the research questions. This chapter comprises the analysis,
presentation and interpretation of the findings resulting from this study. This section explains
customer’s attitude and satisfaction towards private banking services. Various statistical tools are
utilized to analyze and interpret the data collected.

STATISTICAL TOOL USED:

 Simple percentage Analysis

 Rank Analysis

SIMPLE PERCENTAGE ANALYSIS:

21
 This analysis is carried out for the most out all the question gives in questionnaire.
This analysis describes the classification of the respondents failing each category. The
percentage analysis is used mainly for the standardization and comparisons are in support
with the analysis.

Formula

Percentage = No of Respondents

⸻⸻⸻⸻⸻⸻⸻⸻×100

Total No of respondent

4.1 Chart showing the gender of the respondents:

Gender No of respondences Percentage

Male 78 64.5%

Female 43 35.5%

22
Other 0 0

Total 121 100%

Interpretation:

The above chat reveals that 64.5% of the respondents are Male, 35.5% of the respondents are
Female and O% of the respondents are others.

Mostly 64.5% of the respondents having Male.

4.2 Chart showing the age of the respondents:

Age No of respondances Percentage

Below 20 9 7.4%

23
20-40 86 71.1%

40-60 18 14.9%

Above 60 8 6.6%

Total 121 100%

Interpretation:

The above chat reveals that 7.4% of the respondents are Below 20, 71.1% of the respondents are
20-40, 14.9% of the respondents are 40-60 and 6.6% of the respondents are Above 60

Mostly 71.1% of the respondents ages are between 20-40

4.3 Chats are showing the Qualification of the respondents:

24
Qualification of the No of respondents Percentage
respondents

SSLC 2 1.7%
HSLC 6 5%
Bachelor degree 83 68.6%
Master degree 23 19%
Professional degree 7 5.8%
121 100%

Interpretation:

The above chat reveals that 1.7% of the respondents are SSLC, 5% of the respondents are
HSLC, 68.6% of the respondents are Bachelor degree, 19% of the respondents are Master degree
and 5.8% of the respondents are Professional degree

Mostly 68.6% of the respondents are Bachelor degree.

4.4 Chart showing the Occupational status of the respondents:

Occupational status No of the respondents Percentage

25
Student 39 32.2%
Employee 33 27.3%
Employer 38 38%
Others 11 9.1%
121 100

Interpretation:

The above chat reveals that 32.2% of the respondents are Student, 27.3% of the respondents are
Employee, 38% of the respondents are Employer and 9.1% of the respondents are others.

Mostly 38% of the respondents are Employer.

4.5 Charts showing the type of accounts maintain by the respondents?

Type of accounts maintain No of respondents Percentage

26
by the respondents
Savings account 76 62.8%
Current account 15 12.4%
Salary account 25 20.7%
Other 5 4.1%
121 100

Interpretation:

The above chat reveals that 62.8% of the respondents are Savings account, 12.4% of the
respondents are Current account, 20.7% of the respondents are Salary account and 4.1% of the
respondents are others.

Mostly 62.8% of the respondents are Savings account.

4.6 Charts showing that how often the respondents using the banking
services:note

27
How often the respondents No of respondents Percentage
using the banking services
Extremely often 47 38.8%
Very often 58 47.9%
Somewhat often 14 11.6%
Not so often 2 1.7%
121 100

Interpretation:

The above chat reveals that 38.8% of the respondents are Extremely often, 47.9% of the
respondents are Very often, 11.6% of the respondents are Somewhat often and 1.7% of the
respondents are Not so often.

Mostly 47.9% of the respondents are Extremely often.

4.7 Charts showing single most important reason that Respondent choose
SBI bank: note

28
Single most important No of respondents Percentage
reason that Respondent
choose SBI bank
Low interest rate 21 17.4%
Safety locker facility 41 33.9%
ATM services 47 38.8%
Net banking facility 12 9.9%
121 100

Interpretation:

The above chat reveals that 17.4% of the respondents are Low interest rate, 33.9% of the
respondents are Safety locker facility, 38.8% of the respondents are ATM services and 9.9% of
the respondents are Net backing facility

Mostly 38.8% of the respondents are ATM services.

4.8 Charts showing that how many years respondents has dealt with SBI
bank:
29
How many years No of respondents Percentage
respondents has dealt with
SBI bank
Less than 1 year 15 12.4%
1 to 2 years 39 32.2%
2 to 3 years 42 34.7%
More than 3 years 25 20.7%
121 100

Interpretation:

The above chat reveals that 12.4% of the respondents are Less than 1 year, 32.4% of the
respondents are 1 to 2 years, 34.7% of the respondents are 2 to 3 years and 20.7% of the
respondents are More than years

Mostly 34.7% of the respondents are between 2 to 3 years.

4.9 Charts showing respondents first reaction to banking services within SBI
bank? Note
30
Respondents first reaction to No of Respondents Percentage
banking services within SBI
Very positive 28 23.1%
Somewhat positive 64 52.9%
Neutral 23 19%
Somewhat Negative 6 5%
121 100

Interpretation:

The above chat reveals that 23.1% of the respondents are Very positive, 52.9% of the
respondents are Somewhat positive, 19% of the respondents are Neutral and 5% of the
respondents are Somewhat Negative.

Mostly 52.9% of the respondents are Somewhat positive.

4.10 Charts showing which services satisfies the respondents most:

31
Which services satisfies the No of Respondents Percentage
respondents most
ATM 40 33.1%
Loan 15 12.4%
Net banking 46 38%
Phone banking 20 16.5%
121 100

Interpretation:

The above chat reveals that 33.1% of the respondents are ATM, 12.4% of the respondents are
Loan, 38% of the respondents are Net banking and 16.5% of the respondents are Phone banking.

Mostly 38% of the respondents are Phone banking.

32
4.11 Charts showing that how would respondents rate the quality of banking
services they currently use:

How would respondents rate No of respondents Percentage

the quality of banking
services they currently use
High quality 73 60.3%
Neutral 39 32.2%
Low quality 9 7.4%

Interpretation:

The above chat reveals that 60.3% of the respondents are High quality, 32.2% of the
respondents are Neutral and 7.4% of the respondents are Low quality.

Mostly 60.3% of the respondents are High quality.

33
4.12 Charts showing that how fast did the respondent able get on the bank
website:

Website accessibility No of respondents Percentage

Yes 104 86%
No 17 14%
121 100%

Interpretation:

The above chat reveals that 86% of the respondents are Yes and 14% of the respondents are no.

Mostly 86% of the respondents are Yes

34
4.13 Charts showing how the respondents feel in transaction with a bank:

How the respondents feel in No of respondents Percentage

transaction with a bank
Very safe 58 47.9%
Safe 46 38%
Moderate 14 11.6%
Not safe 3 2.5%
Total 121 100%

Interpretation:

The above chat reveals that 47.9% of the respondents are Very safe, 38% of the respondents are
Safe, 11.6% of the respondents are Moderate and 2.5% of the respondents are Not safe.

Mostly 47.9% of the respondents are Very safe.

35
4.14 Charts showing how often does the server goes down in SBI bank:

How often does the server No of Respondents Percentage

goes down in SBI bank
Continuously 31 25.6%
Rare 45 37.2%
Occasionally 30 24.8%
Never 15 12.4%
Total 121 100%

Interpretation:

The above chat reveals that 25.6% of the respondents are Continuously, 37.2% of the
respondents are Rare, 24.8% of the respondents are Occasionally and 12.4% of the respondents
are Never.

Mostly 37.2% of the respondents are Rare.

36
4.15 Charts showing the opinion on personal Information of the customers:

Personal Information of the No of Respondents Percentage

customers
Very safe 40 33.1%
Safe 44 36.4%
Moderate 26 21.5%
Not safe 11 9.1%
Total 121 100%

Interpretation:

The above chat reveals that 33.1% of the respondents are Very safe, 36.4% of the respondents
are Safe, 21.5% of the respondents are Moderate and 9.1% of the respondents are Not safe.

Mostly 36.4% of the respondents are Safe.

37
4.16 Charts show that the respondents who are willing to switch to another
bank:

Willing to switch to another No of Respondents Percentage

bank
Yes 76 62.8%
No 45 37.2%
Totel 121 100%

Interpretation:

The above chat reveals that 62.8% of the respondents are Yes and 37.2% of the respondents are
No.

Mostly 62.8% of the respondents are Yes

38
4.17 Charts showing that how fast that issues are addressed by the bank staff:

How fast that issues are No of Respondents Percentage

addressed by the bank staff
Immediately 45 37.2%
Within 24 hours 49 40.5%
Within 2 to 3 days 23 19%
Within 3 to 5 days 4 3.3%
Total 121 100%

Interpretation:

The above chat reveals that 37.2% of the respondents are Immediately, 40.5% of the
respondents are Within 24 hours, 19% of the respondents are Within 2 to 3 days and 3.3% of the
respondents are Within 3 to 5 days.

Mostly 40.5% of the respondents are Within 24 hours.

39
4.18 Charts showing that overall services quality of the bank:

Overall services quality No of Respondents Percentage

of the bank
Excellent 47 38.8%
Good 52 43%
Fair 20 16.5%
Poor 2 1.7%
Total 121 100%

Interpretation:

The above chat reveals that 38.8% of the respondents are Excellent, 43% of the respondents are
Good, 16.5% of the respondents are Fair and 1.7% of the respondents are Poor.

Mostly 43% of the respondents are Good.

40
4.19 Charts showing that the respondents recommend this bank to their
friends and family:

Respondents recommend No of Respondents Percentage

this bank to their friends
and family
Yes 106 87.6%
No 15 12.4%
Total 121 100%

Interpretation:

The above chat reveals that 87.6% of the respondents are Yes and 12.4% of the respondents are
No.

Mostly 87.6% of the respondents are Yes

41
RANK ANALYSIS:

Analysis of ranks involves two steps. First, observations are assigned rank scores, usually from
smallest to largest (the largest values given the largest ranks). Then, test statistics are calculated
using rank scores.

Formula:

=RANK(number,ref,[order])

The RANK function uses the following arguments:

4. Number (required argument) – This is the value for which we need to find the rank.
5. Ref (required argument) – Can be a list of, or an array of, or reference to, numbers.
6. Order (optional argument) – This is a number that specifies how the ranking will be done
(ascending or descending order). o 0 – is used for descending order o 1 – is used for
ascending order o If we omit the argument, it will take a default value of 0 (descending
order). It will take any non-zero value as the value 1 (ascending order)

42
4.20.1 Charts showing the Opinion on various service charges of the SBI
bank:

Factors Very High Moderate Low Very Total

high low

New cheque 49 55 14 2 1 121

book
DD 29 46 39 6 1 121
Commission
Telegraphic 30 43 39 7 2 121
Transfer
Bills 28 42 44 4 3 121
Discounting
Cheque/bills 40 40 32 7 2 121
Collection charge

43
 4.20 Table showing the Rank analysis for Opinion on various service charges
of the SBI bank:

Factors Very High Moderate Very Low Mean Mean Rank

high Low Score

New cheque 245 220 42 4 1 512 34.13 1

book

DD 145 184 117 12 1 459 30.6 3

commission

Telegraphic 150 172 117 14 2 455 30.33 4

transfer

Bills 140 168 132 8 3 451 30.06 5

discounting

Cheque/bills 200 160 96 14 2 472 31.46 2

Collection
Charge

INTERPRETATION:

The above table result it is found that New cheque book ranks 1, Availability of Cheque/bills
collection charge ranks 2, DD commission ranks 3, Telegraphic transfer ranks 4 and Bills
discounting ranks 5.

Majority of the respondent’s consider New cheque book ranks 1

44
4.21.1 Charts showing the Opinion on various service charges of the SBI
bank:

Factors Very High Moderate Low Very Total

High low
ATM 24 57 35 3 2 121
charges
Safety 36 42 37 6 0 121
locker
Demat 24 51 39 6 1 121
charges
Travelers cheque 23 53 40 5 0 121
Charges
Minimum balance 30 52 32 5 2 121
in A/C
Others 36 47 32 5 1 121
Transaction charges

45
 4.21 Table showing the Rank analysis for Opinion on various service charges
of the SBI bank:

Factors Very High Moderate Low Very Mean Mean Rank

High low score

ATM 120 168 105 6 2 401 26.73 6

Charges

Safety 180 168 111 12 0 471 31.4 2

Locker

Demat 120 204 117 12 1 454 30.26 5

Charges

Travelers 115 212 120 10 0 457 30.46 4

Cheque
charges

Minimum 150 208 96 10 2 466 31.06 3

Balance in
A/C
Other 180 188 96 10 1 475 31.66 1
Transaction
charges

INTERPRETATION:

46
 The above table result it is found that Other transaction charges ranks 1, Safety Locker
ranks 2, Minimum balance in A/C ranks 3, Travelers Cheque charges ranks 4, Demat charges
ranks 5,ATM charges ranks 6.

Majority of the respondent’s consider Other transaction charges ranks 1

47
4.22.1 Charts showing the factors respondents consider while choosing SBI
bank:

Factors Strongly Agree Neutral Disagree Strong Total

Agree disagree
Name and 36 59 23 1 2 121
reputation of SBI
bank
ATM 30 56 29 6 0 121
services
Online 29 42 37 11 2 121
Business
The service provide 24 54 39 3 1 121
by the SBI bank
Interest rate 41 38 36 5 1 121
charged on loan
Financial 25 64 27 4 1 121
transaction with
the bank
Creadit card 45 41 30 5 0 121
payment policies

48
4.22 Table showing the Rank analysis for the factors respondents consider
while choosing SBI bank:

Factors Strongly Agree Neutral Disagree Strong Mean Mean Rank

Agree disagree Score
Name and 180 236 69 2 2 489 32.6 1
reputation of
SBI bank
ATM 150 224 87 12 0 473 31.33 2
services
Online 145 168 111 22 2 448 29.86 5
Business
The service 120 216 117 6 1 460 30.66 4
provide by the
SBI bank
Interest rate 205 152 108 10 1 476 31.73
charged on loan
Financial 125 256 81 8 1 471 31.4 3
transaction with
the bank
Credit card 225 164 90 10 0 489 32.6 1
payment policies

INTERPRETATION:

The above table result it is found that Credit card payment polices ranks 1, ATM services ranks
2, Financial transaction with the bank ranks 3, The services provided by the SBI bank ranks 4
and Online bank ranks 5.

Majority of the respondent’s consider Credit payment polices ranks 1

49
 CHAPTER: V

FINDINGS:

 Mostly 64.5% of the respondents are Male.

 Mostly 71.1% of the respondents ages are between 20-40
 Mostly 68.6% of the respondents are Bachelor degree.
 Mostly 38% of the respondents are Employer.
 Mostly 62.8% of the respondents are Savings account.
 Mostly 47.9% of the respondents are Extremely often.
 Mostly 38.8% of the respondents are ATM services.
 Mostly 34.7% of the respondents are between 2 to 3 years.
 Mostly 52.9% of the respondents are Somewhat positive.
 Mostly 38% of the respondents are Phone banking.
 Mostly 60.3% of the respondents are High quality.
 Mostly 86% of the respondents are how fast did the respondent able get on the bank
website.
 Mostly 47.9% of the respondents are Very safe.
 Mostly 37.2% of the respondents are Rare.
 Mostly 36.4% of the respondents are Safe.
 Mostly 62.8% of the respondents are who are willing to switch to another bank
 Mostly 40.5% of the respondents are Within 24 hours.
 Mostly 43% of the respondents are Good.
 Mostly 87.6% of the respondents are the respondents recommend this bank to their
friends and family.
 Majority of the respondent’s consider New cheque book ranks 1
 Majority of the respondent’s consider Other transaction charges ranks 1
 Majority of the respondent’s consider Credit payment polices ranks 1

50
Suggestion

1. The management of the SBI should conduct more product and services awareness
campaign.
2. Since majority of the customer using savings account deposits in every bank. So the bank
management should think of introducing new schemes regarding savings account and
marketing those to the customers.
3. Advertisements of the SBI bank are very less compared to other competitors. It may lead
to switching on other banks. So the SBI management should promote more advertisement
through various advertisement channels.

Conclusion:

This research articles highlights the satisfaction level of customers towards

the banking services of the SBI in Tirupur District. Having considered the demographic factors
of age, sex, marital status, educational qualifications and of 121 respondents, a final data has
been arrived and it point out that there is a medium level of satisfaction on the customers’ side.

With factors like employee behavior, banking services and banking performance affecting the
level of customer satisfaction, the SBI has to implement prompt customer friendly schemes /
portfolios as an initiative go. These would thereby go a long way to enhance the level of
customers’ satisfaction thereby rectifying customer worries and alleviate the number of
customers as well. Perhaps this would definitely lead to a flourishing economy, since customer
satisfaction is the pivot of a successful banking structure.

51
Questionnaire:-

1. Name
_________________
2. Gender
A. Male
B. Female
C. Others
3. Age
A. Below 20
B. 20-40
C. 40-60
D. Above 60
4. Qualification of the respondents?
A. SSLC
B. HSLC
C. Bachelor degree
D. Master degree
E. Professional degree
5. Occupational status?
A. Student
B. Employee
C. Employer
D. Others
6. What type of account do you maintain?
A. Savings account
B. Current account
C. Salary account
D. Others

52
7. How often, if ever, do you currently use banking services?
A. Extremely often
B. Very often
C. Somewhat often
D. Not so often
8. What was the single most important reason that you choose SBI bank?
A. The brand name of the bank
B. The excellent service provided by this bank
C. ATM services
D. Net banking facility
9. Since how many years you are dealing with SBI bank.
A. Less than 1 years
B. 1 to 2 years
C. 2 to 3 years
D. More than 3 years
10. What is your first reaction to banking services within the SBI bank?
A. Very positive
B. Somewhat positive
C. Neutral
D. Somewhat negative
11. Which service satisfies you most?
A. ATM
B. Loan
C. Net banking
D. Phone banking
12. How would you rate the quality of banking services you currently use?
A. High quality
B. Neutral
C. Low quality
13. Can you able to get on the site quickly?
A. Yes

53
 B. No
14. How safe did you feel in transaction with a bank?
A. Very safe
B. Safe
C. Moderate
D. Not safe
15. Does the site have customer service representative available online?
A. Yes
B. No
16. How often does the server goes down in your bank?
A. Continuously
B. Rare
C. Occasionally
D. Never
17. How safe do you feel that the bank has your personal information?
A. Very safe ‘
B. Safe
C. Moderate
D. Not safe
18. If you are provided with better service by optional bank. Would you like to move to other
bank?
A. Yes
B. No
19. How quickly were your banking problems and issues addressed by the bank staff?
A. Immediately
B. Within 24 hours
C. Within 2 to 3 days
D. Within 3 to 5 days
20. What do you feel about overall services quality of your bank?
A. Excellent
B. Good

54
 C. Fair
D. Poor
21. Would you recommend this bank to your friends and family?
A. Yes
B. No
22. Opinion on various service charges of the SBI bank?

Very high High Moderate Low Very low

New Cheque
Book

DD
Commission

Telegraphic
Transfer

Bills
Discounting

Cheque/bills
Collection
Charge

23. Opinion on various service charges of the SBI bank.

Very high High Moderate Low Very low

ATM
Charges

55
 Safety
Locker

Demat
Charges

Travelers cheque
Charges

Minimum
Balance in A/C

Other
Transaction
Charges

24. State the factors you consider while choosing SBI bank

Factors Strongly Disagree Neutral Agree Strongly

disagree agree

Name and
Reputation of
SBI bank
ATM services

Online banking

The service
Provide by the

56
 SBI bank

Interest rate
charged on loan

Financial
transactions
with the bank
Credit Card
payment
policies

25. Make your suggestion…

57