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A Study on Customer Satisfaction towards State Bank of India- with Reference to Bemetara City, Chhattisgarh

Authors:

-Dr. Suresh Pattanayak – Associate Professor, Amity Business School, Amity University, Chhattisgarh, Email: - skpattanayak@rpr.amity.edu

- Monika Gahlyan, Student, Amity Business School, Amity University, Chhattisgarh. E-MAIL: - monikagahlyan2004@gmail.com

ABSTRACT

Customer satisfaction is crucial to measuring the success and viability of service-based industries, particularly in the banking industry. With the competitive environment prevalent today, public sector banks such as the State Bank of India (SBI) are under pressure to provide quality service that has the potential to meet and even surpass the expectations of customers. The present study proposes to assess customer satisfaction among SBI consumers in Bemetara city, Chhattisgarh. The study concentrates on significant service domains like customer care, ATM access, mobile banking, loan facility, and general account handling speed.

Primary data was gathered from 100 SBI customers of the region using a structured questionnaire through simple random sampling. The quantitative data analysis methods like percentage analysis and graphical representations are used in this study. Supporting evidence from secondary sources and scholarly literature places the findings into context. The findings reflect that customers are largely satisfied with services such as ATM accessibility and mobile banking, yet aspects such as responsiveness of service and knowledge of digital features need improvement. The paper ends with recommendations for enhancing customer-oriented services in public sector banks that are actionable.

KEYWORDS:

Customer Satisfaction, Public Sector Banks, State Bank of India (SBI), Banking Services, Bemetara, Service Quality, Mobile Banking