Service Quality of Public Sector Banks in Kerala - An Overview of SBI and Canara Bank

This paper aims to measure the service quality of the selected public sector banks, SBI and Canara Bank in Kerala. The SERVPERF model was used to evaluate the service quality of the banks by giving the criteria questionnaire with the appropriate questions to measure each standard, pointing towards the service quality. The analysis is done based on the primary data collected. The evaluation tells that based on gender and age; the respondents say that both banks have good service quality. An independent sample T-test was used to measure and compare the service quality of both banks; the results indicate both banks' service quality is not significantly different and has an excellent descriptive value which further reflects the customers' satisfaction towards the services of the selected banks.The sample size of this survey is 108, all the respondents were chosen by multistage proportionate sampling, and the selected respondents are well aware of digital banking activities.