Manuscript Number : IJSRST1845150

Customer Satisfaction Towards Services Provided by State Bank of India- A Study of Bhubaneswar City

Authors(2) :-Sahadeb Sukla Das, Dr. Sabyasachi Das

Customer satisfaction is an important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. The main objective of the study is to study the level of customer satisfaction towards services provided by SBI and to estimate the performance of SBI based on the service provided. For this purpose a sample of 160 was collected were convenience sampling was used to analyse the data with percentage analysis and chi-square as tools. The conclusion is that there is a need for SBI staff to have training in the areas of technology and interactive skills.

Authors and Affiliations

Sahadeb Sukla Das
Ph.D. Scholar Department of Business Administration Utkal University, Bhubaneswar, Odisha, India
Dr. Sabyasachi Das
Lecturer, IMBA Department of Business Administration Utkal University, Bhubaneswar, Odisha, India

Customer Satisfaction, Service & Convenience Sampling

  1. Philip Kotler, "Marketing Management", Prentince Hall of India Pvt. Ltd. New Delhi.
  2. Stephen P. Robbins "Organizational Behavior", Prentince Hall of India Pvt. Ltd. New Delhi.
  3. C. R. Kothari, "Research Methods for Management", VIshwas Publications.
  4. Leon G. Shiffman, "Consumer Behaviour", Prentince Hall of India Pvt. Ltd. New Delhi.
  5. Access, satisfaction, and utilization in two forms of Medicaid managed care", British Journal of Clinical Governance, Vol. 5 Iss: 3, pp.150 – 157
  6. "Customer satisfaction and the internal market: Marketing our customers to our employees", Journal of Marketing Practice: Applied Marketing Science, Vol. 1 Iss: 1, pp.22 – 44
  7. K. Veerakumar & A. Venkedasubramaniam (2016) article titled "A Study on Consumer Satisfaction Towards Selected Health Drinks In Pollachi Taluk" International Journal of Multidisciplinary Research and Modern Education, Vol- II, Issue-I, Feb – 2016. P.No.112-115.
  8. P. V. Nandhini (2016) "Customer Satisfaction Towards Online Banking in Coimbatore District" International Journal of Multidisciplinary Research and Modern Education, Vol-II, Issue-I, 2016. P.No. 62-68.
  9. A Study on Impact of Service Quality on Customer Satisfaction in the Indian Insurance Industry (September 15, 2012).
  10. The Influence of Perceived Service Quality on Relationship Marketing Orientations and Customers’ Buying Behavior in B2C Relationship from the Customer Perspective, Proceedings of International Conference on Economics and Finance Research (ICEFR), pp. 217-221, 2011.
  11. https://en.wikipedia.org/wiki/Marketing
  12. http://www.marutisuzuki.com/company-at-a-glance.aspx
  13. http://marketingmix.co.uk/4ps-marketing/

Publication Details

Published in : Volume 4 | Issue 5 | March-April 2018
Date of Publication : 2018-04-30
License:  This work is licensed under a Creative Commons Attribution 4.0 International License.
Page(s) : 896-902
Manuscript Number : IJSRST1845150
Publisher : Technoscience Academy

Print ISSN : 2395-6011, Online ISSN : 2395-602X

Cite This Article :

Sahadeb Sukla Das, Dr. Sabyasachi Das, " Customer Satisfaction Towards Services Provided by State Bank of India- A Study of Bhubaneswar City", International Journal of Scientific Research in Science and Technology(IJSRST), Print ISSN : 2395-6011, Online ISSN : 2395-602X, Volume 4, Issue 5, pp.896-902, March-April-2018.
Journal URL : https://ijsrst.com/IJSRST1845150
Citation Detection and Elimination     |      | |
  • Stephen P. Robbins "Organizational Behavior", Prentince Hall of India Pvt. Ltd. New Delhi.
  • C. R. Kothari, "Research Methods for Management", VIshwas Publications.
  • Leon G. Shiffman, "Consumer Behaviour", Prentince Hall of India Pvt. Ltd. New Delhi.
  • Access, satisfaction, and utilization in two forms of Medicaid managed care", British Journal of Clinical Governance, Vol. 5 Iss: 3, pp.150 – 157
  • "Customer satisfaction and the internal market: Marketing our customers to our employees", Journal of Marketing Practice: Applied Marketing Science, Vol. 1 Iss: 1, pp.22 – 44
  • K. Veerakumar & A. Venkedasubramaniam (2016) article titled "A Study on Consumer Satisfaction Towards Selected Health Drinks In Pollachi Taluk" International Journal of Multidisciplinary Research and Modern Education, Vol- II, Issue-I, Feb – 2016. P.No.112-115.
  • P. V. Nandhini (2016) "Customer Satisfaction Towards Online Banking in Coimbatore District" International Journal of Multidisciplinary Research and Modern Education, Vol-II, Issue-I, 2016. P.No. 62-68.
  • A Study on Impact of Service Quality on Customer Satisfaction in the Indian Insurance Industry (September 15, 2012).
  • The Influence of Perceived Service Quality on Relationship Marketing Orientations and Customers’ Buying Behavior in B2C Relationship from the Customer Perspective, Proceedings of International Conference on Economics and Finance Research (ICEFR), pp. 217-221, 2011.
  • https://en.wikipedia.org/wiki/Marketing
  • http://www.marutisuzuki.com/company-at-a-glance.aspx
  • http://marketingmix.co.uk/4ps-marketing/
    • " target="_blank"> BibTeX     |
  • Stephen P. Robbins "Organizational Behavior", Prentince Hall of India Pvt. Ltd. New Delhi.
  • C. R. Kothari, "Research Methods for Management", VIshwas Publications.
  • Leon G. Shiffman, "Consumer Behaviour", Prentince Hall of India Pvt. Ltd. New Delhi.
  • Access, satisfaction, and utilization in two forms of Medicaid managed care", British Journal of Clinical Governance, Vol. 5 Iss: 3, pp.150 – 157
  • "Customer satisfaction and the internal market: Marketing our customers to our employees", Journal of Marketing Practice: Applied Marketing Science, Vol. 1 Iss: 1, pp.22 – 44
  • K. Veerakumar & A. Venkedasubramaniam (2016) article titled "A Study on Consumer Satisfaction Towards Selected Health Drinks In Pollachi Taluk" International Journal of Multidisciplinary Research and Modern Education, Vol- II, Issue-I, Feb – 2016. P.No.112-115.
  • P. V. Nandhini (2016) "Customer Satisfaction Towards Online Banking in Coimbatore District" International Journal of Multidisciplinary Research and Modern Education, Vol-II, Issue-I, 2016. P.No. 62-68.
  • A Study on Impact of Service Quality on Customer Satisfaction in the Indian Insurance Industry (September 15, 2012).
  • The Influence of Perceived Service Quality on Relationship Marketing Orientations and Customers’ Buying Behavior in B2C Relationship from the Customer Perspective, Proceedings of International Conference on Economics and Finance Research (ICEFR), pp. 217-221, 2011.
  • https://en.wikipedia.org/wiki/Marketing
  • http://www.marutisuzuki.com/company-at-a-glance.aspx
  • http://marketingmix.co.uk/4ps-marketing/
    • " target="_blank">RIS     |
  • Stephen P. Robbins "Organizational Behavior", Prentince Hall of India Pvt. Ltd. New Delhi.
  • C. R. Kothari, "Research Methods for Management", VIshwas Publications.
  • Leon G. Shiffman, "Consumer Behaviour", Prentince Hall of India Pvt. Ltd. New Delhi.
  • Access, satisfaction, and utilization in two forms of Medicaid managed care", British Journal of Clinical Governance, Vol. 5 Iss: 3, pp.150 – 157
  • "Customer satisfaction and the internal market: Marketing our customers to our employees", Journal of Marketing Practice: Applied Marketing Science, Vol. 1 Iss: 1, pp.22 – 44
  • K. Veerakumar & A. Venkedasubramaniam (2016) article titled "A Study on Consumer Satisfaction Towards Selected Health Drinks In Pollachi Taluk" International Journal of Multidisciplinary Research and Modern Education, Vol- II, Issue-I, Feb – 2016. P.No.112-115.
  • P. V. Nandhini (2016) "Customer Satisfaction Towards Online Banking in Coimbatore District" International Journal of Multidisciplinary Research and Modern Education, Vol-II, Issue-I, 2016. P.No. 62-68.
  • A Study on Impact of Service Quality on Customer Satisfaction in the Indian Insurance Industry (September 15, 2012).
  • The Influence of Perceived Service Quality on Relationship Marketing Orientations and Customers’ Buying Behavior in B2C Relationship from the Customer Perspective, Proceedings of International Conference on Economics and Finance Research (ICEFR), pp. 217-221, 2011.
  • https://en.wikipedia.org/wiki/Marketing
  • http://www.marutisuzuki.com/company-at-a-glance.aspx
  • http://marketingmix.co.uk/4ps-marketing/
    • " target="_blank">CSV

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