Research methodology :
Research methodology is a methodology for collecting all types of information & data pertaining to the subject in question. The main objective is to study all the issues involved and conduct situational analysis. Research Methodology consists of sampling procedures, the overall research design, and fieldwork done and finally the analysis procedure. By means of both primary and secondary data, sample survey is conducted in the research methodology. With the help of questionnaires as well as personal observation books and magazines, the primary data is collected. Journals are referred as secondary data.
Styles of research:
Research style is defined as a master plan identifying the procedure and method for the purpose of analyzing and collecting the information required. The research style is found to be descriptive. Various types of fact-finding inquire and surveys were included by descriptive research. Wherever the data is brought together by the questionnaire, the design of descriptive research is used. Through various customers of two banks i.e. ICICI Bank and State Bank ofIndia, the information is collected.
In Banks, in order to seek frank and fair responses on service quality, thirty bank officials and seventy five respondents of bank from both SBI and ICICI banks were individually contacted. The model of service quality has been utilized that is developed byBerry(1998). The model’s major assumption is that the quality of service is defined to be a multi-dimensional theory. During any setting, these dimensions supply to the estimation of quality of service.
In this method, the statements are performance based and one-dimensional that includes the ‘SERVQUAL’ model statements which can be used as a measurement. Fewer than five dimensions 21 statements have been grouped. In the perceptions, in order to guess the variations and range, Likert’s 5-point scale has been utilized for its appropriateness so as to determine the service quality perceptions. The scale 1-5 signifies ‘1’ as strongly disagrees and ‘5’ as strongly agree.
The research problem and style chosen:
Scope and objectives of the Study:
SBI Bank has been obtained as public sector banks representative unit and ICICI Bank has been obtained as private banks representative units. Survey has been accomplished on 100 people who are the banks common people. Persons and professors from self-employed category, doctors and professors, etc, have been surveyed.
- To compare and analyze the customers perceptions in both public banks like SBI bank and private banks like ICICI bank.
- To learn the strategies that are implemented by SBI bank, this further can guide to its advanced performance.
- To determine the customers perceptions in bank about the quality of service.
- To recognize the areas which require development, such that these bank’s service quality is improved.
- To determine the strategies those are being implemented by ICICI bank so as to attain more market share.
The hypothesis of the study is:
H0 – Among the customer satisfaction and quality perceptions of private and public sector banks, there is no major difference.
H1 – Among the customer satisfaction and quality perceptions of private and public sector banks, there is a major difference.
Following are the research questions for this project
- What is the role of Indian banking sector across the financial growth ofIndia?
- What are the existing banking systems inIndiaand how they are affecting the economy?
- How SBI can be compared with the other competitive banks and how does it perform when compared with ICICI and PNB?
Methods of Analysis:
In order to get the insight into the problem, the secondary data is investigated for research initialization. The current system short comings must be explored through secondary data examining which is the aim of the study. The secondary data analysis is validated with the help of primary data. Moreover the areas that call for improvement are unrevealed.
DEVELOPING THE RESEARCH PLAN:
By means of self administration, data is composed for this research project. The method like direct personal interview is employed because of time limitation and other constraints. Less time is consumed, easy for interpreting as well as tabulating and produces definite along with point to point information, so the structured questionnaire is framed besides the direct answers are preferred by the people for representation. The types of questions in questionnaires include close ended as well as open ended are utilized.
It is essential from the universe to get the samples in order to recognize its characteristics because to study the entire universe there is no possibility.
- Sample Technique: Simple Random Sampling technique is used.
- Sampling Units: Different professionals such as Lawyers, Chartered Accountants, Andhra Pradesh House Wives, Tax Consultants, Business Man and Professionals.
- Contact Method: Personal Interview.
- Research Instrument: Structured Questionnaire.
For this project, 200 persons are involved in my sample size. There is need to collect the sample size of 200 persons because in the available time period there is no probability to bind the entire universe.
By using the personal contact approach and questionnaire primary data can be collected. In ICICI and SBI banks mutually the bank officials and bank customers, the fair and frank responses were attained on service quality by the respondents to approach personally in sequence. ICICI and SBI banks fact sheets and public reports are secondary data, from internet this secondary data is collected. Mean and mean differences are designed which is used to analysis the data.