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Published in:

Volume 8 Issue 11
November-2021
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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Published Paper ID:
JETIR2111260


Registration ID:
316712

Page Number

c419-c428

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Title

An Analysis of Impact of Service Quality on Consumer Satisfaction in State Bank of India after merger – An Empirical Evaluation

Abstract

Merger and Acquisition is one of the major aspects in Banking. The main purpose of merger in banking sector in India is to enhance service quality by creating needed services in a customer satisfying manner. In India, bank mergers began in the 1960s as a way to bail out weaker banks to protect interest of customers. In February 2017, the government of India authorized the merger of five associate banks with SBI, putting it on track to become one of the world's largest banks. As a result, State Bank of India is now one among the world's top 50 financial institutions. In the above context it’s essential to study the service quality and its related customer satisfaction of State Bank of India after merger. The study specifically concentrates on other state bank group merged customer to know the difference between service quality of bank pre merger and post merger period. A structured questionnaire containing 22 questions are prepared and posed to respective stake holders. The questionnaire was administrated in floor space of SBI Branch itself. Than to evaluate the Quality of Service the SERVQUAL Model is used.

Key Words

Service Quality, Customer Satisfaction, SERVQUAL Model and State Bank Merger

Cite This Article

"An Analysis of Impact of Service Quality on Consumer Satisfaction in State Bank of India after merger – An Empirical Evaluation", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.8, Issue 11, page no.c419-c428, November-2021, Available :http://www.jetir.org/papers/JETIR2111260.pdf

ISSN


2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"An Analysis of Impact of Service Quality on Consumer Satisfaction in State Bank of India after merger – An Empirical Evaluation", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.8, Issue 11, page no. ppc419-c428, November-2021, Available at : http://www.jetir.org/papers/JETIR2111260.pdf

Publication Details

Published Paper ID: JETIR2111260
Registration ID: 316712
Published In: Volume 8 | Issue 11 | Year November-2021
DOI (Digital Object Identifier):
Page No: c419-c428
Country: Hassan, Karnataka, India .
Area: Commerce
ISSN Number: 2349-5162
Publisher: IJ Publication


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