Comparative Assessment of Service Quality Provided by SBI and HDFC banks in Nashik

Abstract

The third-tier city comes with the economy’s third position in the service sector. The economic development of a country depends upon banks. They gather people's idol savings and provide them for investment. It also creates new demand for granting loans and purchasing investment value. Banks also increase the mobility of capital. The paper aims to assess the service quality provided by SBI and HDFC bank representation of Public and Private Sector banks of India respectively. From the Review of Literature, five dimensions of Service Quality have been identified and included in the SERVQUAL Model. The convenience sampling technique has been used for the generalization of results. The application of simple mean calculation and Independent Sample T-Test helped to test the research hypotheses. Hypotheses testing has indicated a difference in Service Quality with both the banks' services. The present study concludes that SBI is on the better side for a few parameters, whereas in terms of responsiveness, assurance, and empathy in service delivery, HDFC bank is on the higher side. But on the whole, HDFC Bank provides better service quality than SBI.