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| Received
04-Jun-2026 |
Accepted
- |
Published
04-Jun-2026 |
Abstract
In the age of cutthroat competition,
satisfying and retaining customers is no more
a cakewalk. This paper aims at measuring
service quality and customer satisfaction at State
Bank of Indore and also explores relationship
between service quality variables and satisfaction.
The study was conducted by the authors, on
330 account holders of State Bank of Indore. It
concludes that the impact of service quality on
customer satisfaction is significant and customers
were found to be reasonably satisfied. The study
shows a need of having efficient marketing
information and monitoring system for better service quality management. Key words: Service, Service quality, Variables,
Satisfaction, Marketing Information System
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