Customers’ Perception Towards Services Offered by State Bank of India

The banking sector plays a stellar role in the growth of an economy. It mobilises the resources and channelises for optimum utilisation. State Bank of India is one of the leading public banks having a market capitalisation of 4.44 trillion INR which induced the researcher to examine a study on consumer's perception towards services offered by SBI bank. Perception is the satisfaction measuring tool with the help of the quality of services offered. A semi-structured questionnaire has been employed to collect the relevant data. Data has been obtained from the consumers of the State Bank of India branches in Rohtak city. A sample survey of 200 participants was analysed using different descriptive statistics tools mean, max, min, standard deviation and non-parametric tests applied to find the mean difference in observed and expected frequencies. Descriptive statistics analysed the factors of preference of SBI and suggested improving the different services while results of the non-parametric test revealed a significant difference in observed and expected frequency distribution