Evaluating Customer Satisfaction Levels with SBI's Banking Services in Tamil Nadu's Urban Centers

Abstract

The study aims to evaluate customer satisfaction levels with the banking services provided by the State Bank of India (SBI) in urban centers of Tamil Nadu. With rapid urbanization and the rise of cities, customer expectations towards banking services have evolved, emphasizing the need for quality service and customer-centric approaches. The research investigates various dimensions of service quality, including responsiveness, reliability, empathy, assurance, and tangibility, and their impact on customer satisfaction. The findings will help SBI understand the areas of improvement and design strategies to enhance service quality and customer loyalty.