Services Rendered by Commercial Bank: A Customer Oriented Empirical Evidence from State Bank of India

In the modern customer centric competitive arena, satisfaction and quality prove to be key factors reciprocally interrelated in a causal, cyclical relationship. The higher the service quality, the more satisfied are the customers. With the current change in the functional orientation of banks, the main driver of banks success and survival is fulfilling customer needs and expectations. Thus, customer satisfaction is quite a complex issue. The paper is an attempt to examine empirically services rendered by State Bank of India in Garo Hills of Meghalaya. A sample of 100 customers was selected for the purpose of the study. The information has been collected through structured questionnaires. The opinion of the respondents on 25 variables indicating the satisfaction level were mea-sured with Likert five point scale ranging from five to one depending on the importance. Further, Factor analysis technique has been employed to determine the satisfaction level of customers