Customer Perception and Satisfaction with SBI Banking Services in Tirunelveli

Abstract

This study investigates customer perception and satisfaction with State Bank of India (SBI) banking services in Tirunelveli, Tamil Nadu. A survey-based approach was employed, collecting data from 80 customers through structured questionnaires. The results reveal varying satisfaction levels across service dimensions, including service quality, employee behavior, and technological infrastructure. Factors influencing customer satisfaction were identified, and significant correlations were found between service quality, employee behavior, and overall satisfaction. The study highlights areas for improvement, such as streamlining transaction processes and enhancing digital banking services. The findings provide valuable insights for SBI Tirunelveli to refine its services, enhance customer experience, and maintain competitiveness in the banking sector.