Critical Appraisal of Literature
The service quality as well as its dimensions perceptions are concerned by the major analysis and questioning areas such as assurance, reliability, empathy, tangibility and responsiveness. On the seven point scale of strongly agree to strongly disagree, the perceptions are measured. For ICICI and SBI banks, among the banks and its respective customer’s service quality perceptions, mean differences are calculated individually. In below tables, the results are represented which are acquired from this computation.
Analysis of Data
Generally along with their respective customer’s, service quality presents an extensive perceptual difference between Indian (public sector) banks but in private banks an assumed perceptual difference is constricted this whole analysis is shown in the below table.
Table: Comparative perceptions of banks and their Respective Customers about Overall service Quality in Banks.
| SERVQUAL Dimension | State Bank ofIndia | ICICI Bank | ||
| Group | Mean | Group | Mean | |
| Overall Service | BO | 133.52 | BO | 142.62 |
| Quality | BC | 113.86 | BC | 137.36 |
Through the quality of service which seems by their respective customers, SBI distribute the most important differences in quality of service this is explained by SBI’s (20.68) high mean difference.
Banks distribute the service quality, for example, particular customer expectations are not coordinated by SBI. For customers to distribute the quality of service ICICI bank is also below its assessment, however comparing ICICI with SBI the perceptual difference of ICICI is narrow (4.91).
Findings from Analysis:
Tangibility: In the table below, in the perceptions of ICICI and SBI Banks a large difference was brought to light by the data on tangibles through their relevant customers. While SBI by means of a large mean difference of 5.28 falls much below the customer’s perceptions on the dimension of quality of service, the date informs that banks like ICICI are exceeding their relevant customer’s perceptions. Between the banks such as SBI as perceived by their relevant customers a serious loss of perceptions were shown by the study of tangibility’s element wise on physical facilities and up to data equipments available in the bank.
Table: Comparative Perceptions of Banks and their Respective Customers about Tangibility
| S. No. | SERVQUAL Dimension | State Bank ofIndia | ICICI Bank | ||
| Group | Mean | Group | Mean | ||
|
1 |
Up to date equipment |
BO | 5.63 | BO | 6.24 |
| BC | 4.10 | BC | 6.53 | ||
|
2 |
Physical facilities |
BO | 5.35 | BO | 6.28 |
| BO | 3.47 | BC | 6.58 | ||
|
3 |
Neatness of employees |
BO | 6.16 | BO | 6.97 |
| BC | 5.18 | BC | 6.95 | ||
|
4 |
Communication material |
BO | 5.99 | BO | 6.31 |
| BC | 5.11 | BC | 6.89 | ||
| Tangibility (1 2 3 4) | BO | 23.13 | BO | 25.79 | |
| BC | 17.84 | BC | 26.93 | ||
Note: BO and BC denotes Bank officials and Bank customers respectively.
| Bank | SBI | ICICI | |
| Numbers | BC | 75 | 75 |
| BO | 30 | 30 |
Reliability: In the SBI perceptions, an important difference was shown by the study of quality of service of reliability dimension through their relevant customers. In distributing the services of a quality, SBI illustrates that they fall below the customer’s expectations, while ICICI bank in this dimension is going beyond their customer’s perceptions. It is being shown by the element wise study of reliability that as far as being sincere and keeping promise in solving the problems are concerned, SBI is found to be far below their relevant customer’s perceptions.
Responsiveness: Upon the service quality responsiveness dimension, there are important perceptual differences with their customers where the data is brought into consideration in the below table. The perceptions of bank customers are far below on supposed dimension which is shown through high mean difference of SBI (3.65). Among its customers and ICICI bank, the perceptual difference is narrow (0.66) on supposed dimension. Below the perceptions of their customers, SBI is falling on employees by offering prompt services in case of element wise analysis of this dimension .
Table: Comparative Perceptions of Banks and their Respective Customers about Responsiveness
| S. No. | SERVQUAL Dimension | State Bank ofIndia | ICICI Bank | ||
| Group | Mean | Group | Mean | ||
| 1 | Telling customers exactly when the services will be performed | BO | 6.11 | BO | 6.21 |
| BC | 5.39 | BC | 6.33 | ||
| 2 | Employees providing prompt service to customers | BO | 5.86 | BO | 6.21 |
| BC | 4.65 | BC | 6.11 | ||
| 3 | Employees who are always willing to help
|
BO | 6.10 | BO | 6.79 |
| BC | 5.18 | BC | 6.33 | ||
| 4 | Employees who are never too busy to respond to customers requests | BO | 5.31 | BO | 6.28 |
| BC | 4.52 | BC | 6.04 | ||
| 5 | Responsiveness (10 11 12 13) | BO | 23.38 | BO | 25.48 |
| BC | 19.73 | BC | 24.81 | ||
Note: BO and BC denotes Bank officials and Bank customers respectively
| Bank | SBI | ICICI | |
| Numbers | BC | 75 | 75 |
| BO | 30 | 30 |
Assurance: Apparently from the mean difference, among its customers and ICICI the perceptual difference is high. Regarding the assurance dimension to the bank, the persons of SBI specified a low rating. The perceptions of SBI customers are exceeded by ICICI in case of feeling safe and trust worthiness in transacting with the concern bank.
Empathy: Regarding the quality services delivery, the SBI banks move away from their customers which are revealed in the table of data analysis. Apparently from the high mean difference (5.50), a large gap is existed among the perceptions of banks like SBI and their customers. Below the perceptions of their customers (4.09), the ICICI is declining on this dimension.
Table 5: Comparative perceptions of Banks and their Respective Customers about Empathy
| S. No. | SERVQUAL Dimension | State Bank ofIndia | ICICI Bank | ||
| Group | Mean | Group | Mean | ||
| 1 | Bank that gives individual attention | BO | 6.02 | BO | 6.28 |
| BC | 5.28 | BC | 6.29 | ||
| 2 | Convenient operating hours | BO | 6.23 | BO | 7.00 |
| BC | 4.85 | BC | 6.88 | ||
| 3 | Employees who give personal attention | BO | 6.16 | BO | 6.21 |
| BC | 5.17 | BC | 6.06 | ||
| 4 | Bank which has your best interests at least | BO | 6.24 | BO | 6.62 |
| BC | 4.99 | BC | 5.15 | ||
| 5 | Employees who understand specific needs of the customer | BO | 5.98 | BO | 6.62 |
| BC | 4.84 | BC | 5.15 | ||
| 6 | Empathy (18 19 20 21 22) | BO | 30.63 | BO | 33.10 |
| BC | 25.13 | BC | 29.02 | ||
Note: BO and BC denotes Bank officials and Bank customers
| Bank | SBI | ICICI | |
| Numbers | BC | 75 | 75 |
| BO | 30 | 30 |
Interpretation:
- What is your occupation?
| House wife | 9 |
| Student | 0 |
| Business man | 15 |
| Government Employee | 22 |
| Other | 0 |
Interpretation: – The pupils here are Housewives, students, Businessman, Government employees and other. The total number of people is 46. In that housewives are of 9, Students are 0, Businessman is of 15 and Government employees are of 22. And to the category of others, no one of the people is belonged. Finally four of the persons do not answer.
- Since how many years you are related with SBI bank?
| 1-5 years | 24 |
| More than 5 | 12 |
| Less than 1 year | 10 |
Interpretation: In total 46 persons, less than one year 10 persons are connected with bank, from more than five years 12 persons are connected with bank and since one to five years 24 persons are connected with bank.
- How do you come to know about the home loan schemes of SBI bank?
| Internet | 10 |
| Television | 14 |
| Newspaper | 18 |
| Other resources | 4 |
Interpretation: Out of 46 persons, from internet, television, newspaper and other resources nearly 10, 14, 18 and 4 persons respectively came to know about the bank.
4. Are you aware of these types of home loans?
| Home equity loan | 4 |
| Land purchase loan | 9 |
| Home construction loan | 6 |
| Home purchase loan | 9 |
| Home improvement loan | 18 |
Interpretation: Regarding the Land purchase loan only 9 persons knew, Home equity loan only 4 persons knew, Home purchase loan only 9 persons knew, Home improvement loans 6 persons knew and finally about Home construction loan nearly 18 persons knew out of 46 persons.
5. Are you aware all terms and conditions of home loans?
| No | 6 |
| Yes | 40 |
Interpretation: Except 6 persons nearly 40 persons knew about all home loan terms as well as conditions out of 46 persons.
6. Are you satisfy with the interest rate charges by your bank?
| Agree | 30 |
| Disagree | 4 |
| Strongly agree | 12 |
| Strongly disagree | 0 |
Interpretation: The total number of persons is 46. Out of these persons, the bank interest rate is agreed by 30 consumers, disagreed by 4 consumers, strongly agreed by 12 consumers and none of the consumers did not disagreed with it strongly.
7. Which type of services is offered by your bank?
| Net banking | 15 |
| Forex banking | 7 |
| Mobile banking | 24 |
Interpretation: From 46 persons, 15 persons say that the bank presents net banking services, 24 person’s state that it presents mobile banking services but only 7 persons assumed that it presents forex banking services.
8. Your bank loan processing is fast, do you agree that?
| Agree | 26 |
| Disagree | 9 |
| Strongly agree | 8 |
| Strongly disagree | 3 |
Interpretation: Out of 46 persons, the bank processing is fast is agreed by 26 persons, disagreed by 9 persons, strongly agreed by 8 persons and strongly disagreed by 3 persons.
9. When compared to other banks, do you satisfy with the after home loan services offered by your bank are best?
| Agree | 30 |
| Disagree | 4 |
| Strongly agree | 12 |
| Strongly disagree | 0 |
Interpretation: The total number of persons is 46. In those persons, after sale the bank services are agreed by 30 consumers, disagreed by 4 consumers, strongly agreed by 12 consumers and strongly disagreed by none of the consumers.
10. According to your demand does the home loan cost is appropriate?
| No | 13 |
| Yes | 33 |
Interpretation: Out of 46 persons, according to their demand that the home is loan appropriate is agreed by 33 persons and remaining 13 persons not agreed it.
11. The bank employee behavior is satisfactory or not?
| Agree | 23 |
| Disagree | 4 |
| Strongly agree | 19 |
| Strongly disagree | 0 |
Interpretation: In total 46 persons, the bank employee behavior is satisfied by 23 persons, not satisfied by 4 persons. And very satisfied by 19 persons and finally no one disagreed with the bank employee behavior.
12. Upon loan services did bank gave any discount?
| No | 6 |
| Yes | 40 |
Interpretation: The total number of persons is 46. In those persons, nearly 40 persons said that discount is given upon loan services by the bank and remaining 6 persons said that the bank did not offer any discount.
13. Are you satisfied by the time consumed in loan sanctioning?
| No | 12 |
| Yes | 34 |
Interpretation: Out of 46 persons, the time taken while sanctioning a loan is satisfied by the 34 persons and not satisfied by 12 persons.
14. While taking the loan did you face any difficulty?
| No | 7 |
| Yes | 39 |
Interpretation: The total number of persons is 46. In those persons, except 7 persons remaining 39 persons faced difficulty while taking the loan.
15. Which grade you want to give off to the bank home loan schemes?
| Average | 4 |
| Good | 18 |
| Excellent | 24 |
| Below average | 0 |
Interpretation: The total number of persons is 46. In those, only 4 persons gave average grade to bank, 18 persons gave good grade to bank, 24 persons gave excellent grade to bank and none of them gave below average grade to bank.
16. Do you have all the documents which are required to open an account?
TABLE
| Sr. No. | Category | No. of people | Percentage |
| 1 | Yes | 120 | 60% |
| 2 | No | 80 | 40% |
| Total | 200 | 100% |
Base 200 people
Interpretation
From the table and graph above it can be seen that
- In order to open an account in the SBI bank, 60% of people have all the documents which are essential.
- In order to open an account in the SBI bank, 25% of people don’t have all the documents which are necessary.
17. What is your annual household income?
TABLE
| Sr. No. | Category | No. of People | Percentage |
| 1 | Less than 2 lacs | 98 | 49% |
| 2 | Between 2 to 5 lacs | 62 | 31% |
| 3 | Between 5 to 8 lacs | 30 | 15% |
| 4 | More than 8 lacs | 10 | 5% |
| Total | 200 | 100% |
Base 200 People
Interpretation
- An annual household income of 49% people is less than 2 lacs.
- Annual household income of 31% people is between 2 to 5 lacs.
- Annual household income is between 5 to 8 lacs of 15% people.
- An annual household income of 5% people is more than 8 lacs.
18. Regarding various services or products provided by SBI bank, what is your opinion?
TABLE
| Sr. No. | Category | No. of People | Percentage |
| 1 | Lucrative | 50 | 25% |
| 2 | Not Lucrative | 120 | 60% |
| 3 | No idea | 30 | 15% |
| Total | 200 | 100% |
Base 200 People
Interpretation
From the above table and graph it can be seen that
- Regarding different products 25% of people’s opinion is lucrative.
- In relation to products, 60% of people’s opinion is not lucrative.
- 15% people have no idea.
19. To continue an account at SBI Bank, are you aware of various conditions and terms which are very much necessary?
TABLE
| Sr. No. | Category | No. of People | Percentage |
| 1 | Yes | 25 | 12% |
| 2 | No | 175 | 88% |
| Total | 200 | 100% |
Base 200 respondents
Interpretation
It can be seen from the above graph and table that
- In order to continue an account with the bank, only 12% people were familiar through the conditions and terms that are very much necessary.
- While, 88% people have no idea regarding it.
20. In relation to sales executives, do you know regarding SBI Bank’s recruitment policies?
TABLE
| Sr. No. | Category | No. of People | Percentage |
| 1 | Yes | 82 | 41% |
| 2 | No | 118 | 59% |
| Total | 200 | 100% |
Base 200 respondents
Interpretation
It can be seen from the above graph and table that
- In relation with sales executives, only 41% people are well-known regarding recruitment policies of SBI Bank.
- Whereas, in relation to sales executives 59% of the people are not well-known regarding the recruitment policies of SBI Bank.