Customer Perception and Satisfaction Towards SBI’s Agriculture Banking Services: A Comparative Analysis with Other Financial Institutions

Abstract

This study explores customer perceptions of the State Bank of India’s (SBI) banking services, focusing on agriculture, personal, and business banking. Through a qualitative approach, insights were gathered via interviews and open-ended survey questions to understand experiences and expectations related to SBI’s services. Key themes identified include the significance of grievance handling, staff behavior, loan processing efficiency, and accessibility of agricultural banking services. Respondents highlighted SBI's role in addressing financial needs, particularly in rural and agricultural sectors, while also pointing out areas for improvement, such as digital service usability and branch connectivity. The findings underline the importance of customer-centric policies and personalized banking solutions to foster satisfaction and loyalty. This study contributes to the broader understanding of service quality in the banking sector and offers actionable insights for enhancing customer experiences.