Customer Satisfaction in State Bank of Hyderabad (An Opinion Collection of Selected Customers in Hyderabad Zone)

Customer is the pivot of banking, in turn influence on customer service. Knowing the fact , bank personnel do not commit mistake in acquire customer satisfaction. Unfortunately, Public sector banks (PSBs) in India neglecting the very essence of in spite of a clear shift taken place in Indian banking from local to global. Besides, economic liberalization and financial sector reforms, customer focus has became a key element. Simultaneously, customer expectations are ever increasing. A gap between banker and customer is widening a lot. In line with customer satisfaction, SBI has taken initiative by establishing certain strategic Business groups like., Corporate Accounts Group, National Banking group, International Banking group, etc. More over, not only attracting new customers but also retaining the old ones is the key for success in banking.In tune with customer satisfaction the Regulating authority at apex level i.e., Reserve Bank of India (RBI), had established two committees such as., Talwar committee and Goparia committee in order to study customer focus in banking sector.State bank of Hyderabad , one among the SBI associates had a strong customer base in southern and western parts of India. It has been facing severe competition from other PSBs and also equally from Private Sector Banks(PVBs). Also it has been made its own efforts to gain customer satisfaction. In order to study customer satisfaction in SBH , Ho is framed that customers of SBH are satisfied with bank services. Randomly Four branches of SBH were selected for the study and canvased a detailed questionnaire was canvased. Total customers studied were 100 only. Further 18 areas were covered by questionnaire by applying Likert scaling. Findings are reveled through analysis of the data and suggestions were offered against findings , which are discussed in full version of the paper in detailed. Finally concluded that maximum attention on features signifying reliability of customer service are, responsiveness, assurance, empathy shall be focused by SBH