International Journal of Commerce and Management Research

This paper measure the level of customer satisfaction in banking services of SBI in Ernakulam, which is the leading bank of the district. The purpose of the paper is to reveal the customers perception of the bank which would be important for the future growth of the bank. With stiff competition and advancement of technology, the service provided by banks has become more easy and convenient. Altogether around 100 customers of the bank answered the questionnaire. The study also focused on various factors that determine the customers’ satisfaction like employees’ behavior, banking services, banking performance, and other value added services. Analysis was made by using various tools like percentage Analysis. According to the results, the overall customer satisfaction is above average but not excellent. The bank should emphasize the importance of customer satisfaction among its employees and take further actions in order to enhance the quality of service. Employee education, customer’s beneficial programs and implementation of new features are recommended.