Paper Details

The banking industry contributes significantly to the Indian economy by offering financial services to citizens, companies, and the government. Banking is one of the biggest and most diverse service industry in India, which includes public, private, foreign, rural banks, cooperative banks, and non-banking financial firms.The focus on service quality has gained significant attention as customers increasingly demand higher standards of service quality and its delivery. Nevertheless, enhancing service quality and providing the efficient service delivery system are prerequisites for consumer satisfaction in existing cutthroat competition. Therefore, the present study aimed at assessing the relationship and impact of service delivery on the service quality of two selected banks. The primary data for the study was collected from a sample of customers of SBI (263) a public sector giant and HDFC(263) a private sector biggest brand with the help of structured questionnaire using quota sampling technique. The data was analyzed using frequency analysis, correlation analysis, regression analysis and chi-square analysis with the help of SPSS 25. Notably, the results showed that service delivery process significantly impacts the service quality of financial institutions like SBI and HDFC Bank. Thus, these banks should implement various measures to ensure excellent service delivery and customer satisfaction to get an edge over their competitors.

Service delivery, Service Quality, Customer, Bank, Customer Satisfaction.