Description
The Reserve Bank of India (RBI), as the central bank of the country, closely monitors developments in the whole financial sector. The banking sector is dominated by Scheduled Commercial Banks (SCBs). As at end-March 2002, there were 296 Commercial banks operating in India
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
A
PROJECT
ON
Service Quality
Analysis In
Banking Sector
SUBMITTE B!"
#IRA$ S%RIMA$I
& '()*+
SUBMITTE TO"
N,R, INSTITUTE O- BUSINESS
MANA.EMENT
1
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
TABLE OF CONTENTS
1, RESEARC% MET%OO$O.!
5
1.1 RESEARCH DESIGN
6
1.2 ANALYSIS OF DATA
7
1.3 LIMITATION OF STUDY
7
1.4 BENIFICIARIES OF PROJECT
8
1.5 THE RESEARCHER
/, INTROUCTION TO T%E BAN0IN.
9
INUSTR!
2.1 A SNAPSHOT OF THE BANING INDUSTRY
1!
2.2.1 REFORMS IN THE BANING SECTOR
12
2
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
2.2.2 CLASSIFICATION OF BANS
13
2.2 CURRENT BANING SCENARIO OF INDIA
14
2.3 BANING RE"IE#
29
2.4 BANING SECTOR
31
2.5 S#OT ANALISIS$ BANING SECTOR
32
2.5.1 PORTER%S FI"E FORCE ANALYSIS FOR
INDIAN BANING SECTOR
33
2.5.2 PESTAL ANALYSIS
35
2.5.3 RECENT TRENDS
37
*, INROUCTION TO SBI AN A1IS
5!
3.1 STATE BAN OF INDIA
51
3.2 A&IS BAN
59
3.4 ABOUT A&IS BAN%S PROFILE
63
3
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
3.5 GOAL AND OBJECTI"ES
64
2, SER#ICE QUA$IT!
65
4.1 SER"ICE AND ITS CHARECTERISTICS
66
4.2 GAP ANALYSIS
67
4.3 SER"ICE 'UALITY MEASUREMENT
68
3, ANA$!SIS AN INTERPRETATION
7!
4, 0E! -ININ.S
93
', CONC$USION
96
5, RECOMMENATION
98
), BIB$IO.RAP%!
1!1
6(, QUESTIONNAIRE
1!3
4
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
CHAPTER 1
RESEARCH METHODOLOGY
5
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
6,6 RESEARC% ESI.N"
The methodology for the research study is descriptive and is as follows:
Research Approach: Quantitative research
O78ectives"
The main objective of our project is:
? To assess and compare the overall service performance of !" and #$" ban%&
? To %now in which service 'uality dimension the ban% is performing well and in which
dimension it needs improvement&
? To %now customers re'uirements or e(pectation for service&
Sampling:
)ollowing sampling is designed in order to e(ecute the survey&
? ample #rea: : #hmedabad
? ample si*e: 1++ #$" customers
1++ !" customers
,
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
ample -esign: amples selected in the survey are those who are the customers of
either #$" or !" or both&
Data Collection Method:
? ata Collection Tool
Secon9ary 9ata: .arious websites/ articles from maga*ines and news papers/ boo%s
were used for collecting secondary data&
Pri:ary 9ata$ The primary data has been collected by the researchers by designing
structured 'uestionnaire with the relevant 'uestion to the project study and research&
Ty;e o< =uestionnaire$ tructured 'uestionnaire&
6,/ ANA$!SIS O- ATA"
The collected data in the study has been presented and analy*ed using the various
graphs for satisfaction level/ score of various factors on the particular dimensions/ and
overall dimension score and is compared with other service&
#lso data is analy*ed through performance matri(&
6,* $IMITAION O- STU!"
? The study was restricted to two ban%s/ so the competitive scenario could not be
studied&
? "nade'uate time was the major constraint during the whole project&
? #ll the answers given by the respondents have been assumed true&
0
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
6,2 BENE-ICIARIES O- PROJECT"
• B()(*+,-./ 01 23,4 5.06(+2 ,4 20 23( 7-)89 20 ,:5.0;( 23( +3,+3 23(/ -.( ?-@@,)@.
• (/ *)=,)@4 -)= -)-?/4,4 >,?? 3(?51
The Reserve Bank of India (RBI), as the central bank of the country, closely monitors developments in the whole financial sector. The banking sector is dominated by Scheduled Commercial Banks (SCBs). As at end-March 2002, there were 296 Commercial banks operating in India
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
A
PROJECT
ON
Service Quality
Analysis In
Banking Sector
SUBMITTE B!"
#IRA$ S%RIMA$I
& '()*+
SUBMITTE TO"
N,R, INSTITUTE O- BUSINESS
MANA.EMENT
1
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
TABLE OF CONTENTS
1, RESEARC% MET%OO$O.!
5
1.1 RESEARCH DESIGN
6
1.2 ANALYSIS OF DATA
7
1.3 LIMITATION OF STUDY
7
1.4 BENIFICIARIES OF PROJECT
8
1.5 THE RESEARCHER
/, INTROUCTION TO T%E BAN0IN.
9
INUSTR!
2.1 A SNAPSHOT OF THE BANING INDUSTRY
1!
2.2.1 REFORMS IN THE BANING SECTOR
12
2
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
2.2.2 CLASSIFICATION OF BANS
13
2.2 CURRENT BANING SCENARIO OF INDIA
14
2.3 BANING RE"IE#
29
2.4 BANING SECTOR
31
2.5 S#OT ANALISIS$ BANING SECTOR
32
2.5.1 PORTER%S FI"E FORCE ANALYSIS FOR
INDIAN BANING SECTOR
33
2.5.2 PESTAL ANALYSIS
35
2.5.3 RECENT TRENDS
37
*, INROUCTION TO SBI AN A1IS
5!
3.1 STATE BAN OF INDIA
51
3.2 A&IS BAN
59
3.4 ABOUT A&IS BAN%S PROFILE
63
3
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
3.5 GOAL AND OBJECTI"ES
64
2, SER#ICE QUA$IT!
65
4.1 SER"ICE AND ITS CHARECTERISTICS
66
4.2 GAP ANALYSIS
67
4.3 SER"ICE 'UALITY MEASUREMENT
68
3, ANA$!SIS AN INTERPRETATION
7!
4, 0E! -ININ.S
93
', CONC$USION
96
5, RECOMMENATION
98
), BIB$IO.RAP%!
1!1
6(, QUESTIONNAIRE
1!3
4
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
CHAPTER 1
RESEARCH METHODOLOGY
5
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
6,6 RESEARC% ESI.N"
The methodology for the research study is descriptive and is as follows:
Research Approach: Quantitative research
O78ectives"
The main objective of our project is:
? To assess and compare the overall service performance of !" and #$" ban%&
? To %now in which service 'uality dimension the ban% is performing well and in which
dimension it needs improvement&
? To %now customers re'uirements or e(pectation for service&
Sampling:
)ollowing sampling is designed in order to e(ecute the survey&
? ample #rea: : #hmedabad
? ample si*e: 1++ #$" customers
1++ !" customers
,
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
ample -esign: amples selected in the survey are those who are the customers of
either #$" or !" or both&
Data Collection Method:
? ata Collection Tool
Secon9ary 9ata: .arious websites/ articles from maga*ines and news papers/ boo%s
were used for collecting secondary data&
Pri:ary 9ata$ The primary data has been collected by the researchers by designing
structured 'uestionnaire with the relevant 'uestion to the project study and research&
Ty;e o< =uestionnaire$ tructured 'uestionnaire&
6,/ ANA$!SIS O- ATA"
The collected data in the study has been presented and analy*ed using the various
graphs for satisfaction level/ score of various factors on the particular dimensions/ and
overall dimension score and is compared with other service&
#lso data is analy*ed through performance matri(&
6,* $IMITAION O- STU!"
? The study was restricted to two ban%s/ so the competitive scenario could not be
studied&
? "nade'uate time was the major constraint during the whole project&
? #ll the answers given by the respondents have been assumed true&
0
Servqual Analysis Of Banking Sector With Special Emphasis On Axis And Sbi
6,2 BENE-ICIARIES O- PROJECT"
• B()(*+,-./ 01 23,4 5.06(+2 ,4 20 23( 7-)89 20 ,:5.0;( 23( +3,+3 23(/ -.( ?-@@,)@.
• (/ *)=,)@4 -)= -)-?/4,4 >,?? 3(?51