A sustainable banking services analysis and its effect on customer satisfaction

ABSTRACT

The banking system has evolved with time. Earlier, the banks maintained the storage and counting of coins, but the storage was not safe. Then started the concept of lending with interest. The banking system has completely revolutionised the system, and made it easier to transact online. In this study, the main aim is to understand the banking services and how it impacts the level of satisfaction. To conduct the study, a questionnaire was circulated, containing two sections. The first section contains a set of 16 questions containing demographic- and services-related question. Section 2 contains 24 questions, showing a Likert scale to measure the level of satisfaction of the customers. One hundred ten customers of State Bank of India, SBI Branch Gurgaon and Haryana responded to the questionnaire. Different tools such as factor analysis and reliability tests were conducted to find out the relationship between customer behaviour and banking services.

KEYWORDS:

• Banking
• customer satisfaction
• factor analysis
• banking system

JEL CLASSIFICATION:

• G21
• G40

Disclosure statement

No potential conflict of interest was reported by the author(s).