Assessing customer satisfaction: A comparison of SBI and HDFC Bank in Bilaspur, Chhattisgarh
Abstract
The main aim of this research is to examine and compare the levels of customer satisfaction at the State Bank of India and HDFC Bank in Bilaspur, Chhattisgarh. The evaluation is grounded in the service quality framework introduced by Parasuraman and colleagues in 1988. An analytical research design was adopted to gather primary data from customers of both banks through a structured questionnaire. The study sample consisted of 150 respondents, with 75 customers from each bank, randomly selected from branches in Bilaspur, Chhattisgarh. The findings indicate that both the State Bank of India and HDFC Bank demonstrate comparable service quality dimensions and customer satisfaction levels, with no significant differences observed.
Fields of Study & Subjects
Customer Service Quality and Loyalty
Banking Sector Performance and Management
Consumer Behavior and Marketing Influence
Publication details
- Journal / source
- Asian Journal of Management and Commerce
- Volume
- 7
- Issue
- 2
- Pages
- 489–492
- Publication date
- 1 February 2026
- Language
- EN