INTRODUCTION:

Banking in India:

Before touching the real issue, let us first give a background of the Indian banking sectors. A bank is an institution which has a primary function to accept deposits and lend money to needful individuals, businesses and governments. In January 2020, corona virus emerged in India and hit millions of lives with thousands of deaths cross the world. To combat with COVID-19, Indian government announced complete lockdown in the country starting on March 24, 2020 and the same was extended to 3rd May, 2020.A similar action has been taken many by government around the world. One of the most important sectors of Indian economy is banking sectors which is responsible for all the financial activities going on in the country and working as a supporting hand to all of the industries in

the term of financing, credit, transaction, collection and payment sectors in term of NPAs, profitability, advances etc. The largest and oldest bank which is stills in existence is the STATE BANK OF INDIA. Its originated and started working as the Bank of Calcutta in mid- June 1806. In 1809, it was renamed as the bank of Bengal. This was one of the three banks founded by a presidency government; the other two were the bank of Bombay in 1840 and the Bank of Madras in 1843. The three banks were merged in 1921 to form the Imperial Bank of India, until the Reserve Bank of India was established in 1935, under Reserve bank of India Act,1934 which upon India’s independence, become the State bank of India in 1955. For many years the presidency banks had acted as quasi- central banks, as did their successors. To lessen the impact of Covid-19 on Indian bank, various policy measure was taken by Reserve bank of India and Indian government at center level and state level, some expert believes that Banking sectors mainly in India may take long time to recover from the impact of this pandemic.

Banking service by SBI:

State bank of India (SBI) is the largest public sectors banks in India. It was the first bank established in India as Bank of Calcutta in 1806. Headquartered in Mumbai, the bank has over 24,000 branches, 59,000+ATMs and 195 foreign offices across 36 countries after the merger of its 5 associates banks and Bhartiya Mahila Banks (on1st April, 2017). SBI offers account, credit cards, fixed deposits, home loan, personal loan, debit card, loan against property, car loan, gold loan and more. There are different types of accounts are maintained;

• Savings Account

• Fixed Account

• Current Account Loans provided by SBI are,

• Home loan

• Educational loan

• Property against loan

• Two- wheeler loan

OBJECTIVE OF STUDY:

1. To study the level of customer satisfaction towards the service provided by the SBI banks in the Raipur

2. To examine the expectations level of the customers towards the service rendered by Indian bank during pandemic

HYPOTHESIS OF THE STUDY:

On the above study of the objective, the following hypothesis is formulated:

1. There is a significant relationship between customer satisfaction and service provide by bank during Pandemic

H0: not satisfy

H1: satisfy

2. There is significant relationship between expectation level of customer and service rendered by bank

during pandemic.

H0: Negative

H1: Positive

SCOPE OF THE STUDY:

1. The study is conduct on the behalf of bank customer

2. The study is conduct to know the customer preference towards the choosing the services used.

3. The study has put forward the customer as well as acceptability behavior for the services during pandemic

REVIEW OF LITERATURE:

Several studies have been conducted by the academicians and researchers on different aspect of service quality and customer satisfaction of banking sector. Few are summarized below:

1. Aurora and Malhotra (1997), made efforts to study level of customer satisfaction and marketing strategies adopted in public and private sectors banks in India. Their study explored various factors of satisfaction in these banks and concluded that customer is more satisfied with private banks mainly because of the staff factors. They suggested public sectors banks to be well equipped, have trained staff, personalize the service provided the services, avoid long queues, and keep their environment attractive. It revealed six factors of customer satisfaction in public sectors banks viz, routine operation, price, situational environment technology and interaction.

2. Edwin M and Fathima S, (2011) conducted a study on the impact of service quality and customer satisfaction in commercial banks. This study shows that there is close link between the customers’ perception on the service quality factors and customer satisfaction. It further showed that the impact of the service quality factors on the customer satisfaction in unique. It brought the suggestion that bank managers have to formulate appropriate marketing strategies to satisfy their customer.

RESEARCH METHODOLOGY:

Research methodology is the systematic method / process dealing with identifying problem, collecting facts or data, analyzing these data and reaching at certain conclusion or certain generalization for some theoretical formulation.

Research methodology is about ‘customer satisfaction towards the service provides by bank during pandemic

Data collection:

1. PRIMARY DATA

This research has been done through interview and few questionnaires

2. SECONDARY DATA

This research has been done through internet sources and also referring to some project which has been done by others.

DATA ANALYSIS

1. Since how many years do you have account with SBI bank?

Particular	Frequency	Percentage
One years	59	58%
Two years	27	23%
Three years	20	10%
Four years	14	9%

INTERPRETATION:

Most of the SBI holder is possess account in the last two year 58%. So, it is a most preferable and it is highly joined the SBI in two years.

FINDINGS:

1. The YONO App is important for SBI account holders

2. It is easy to check account balance and transaction in this app and can transfer amount through the app

3. YONO app is very easy to use

CONCLUSION:

The current study focused on customer’s satisfaction towards banking services. From the above analysis majority of the customers were positively opinioned, mobile banking menu is very easy to understand and navigate, mobile banking provides faster services, it is easy to make transfer funds, it is easy to make a balance inquiry and less degree of risk in usage of mobile banking category it results, the stated null hypothesis to be accepted due to customer are satisfied to the bank service rendered during covid-19. In the context of awareness of mobile banking services and maximum safe security for each mobile banking transaction and also false transaction occurs refund facility category results that the stated null hypothesis is proved. Finally in this study find out customers faced the problem of network and lack of awareness to usage of mobile banking services. From above hypothesis only alternate hypothesis is implemented because customer is satisfied to service rendered by bank during pandemic. We focused on people from different financial background, and it is concluded that regardless of being an employee or student, the usage of online mobile banking application has drastically increased for satisfying their various purpose in life after pandemic. Various factors like ease to use, cost and time saving factors and so on have led to increase in it’s over the span of time Thus mobile banking service helped to maintain social distance and to safeguard the lives of people by staying safe at their homes. Therefore, this study suggests bank will provide a training and create awareness to customers regarding the technical aspects definitely more customers are adapting the mobile banking services in Raipur.

SUGGESTION:

 Bank staff can offer an apology on behalf of the bank which help to handle the customers in a good manner. This is the bank employee’s responsibility to effectively handle the complaints if any, so it is necessary to have a positive attitude to the customer. Bank staff must give a genuine interest in helping the customer. The bank employee must ask question and find out the actual problem of the customer. Employee must be willing to hear the problem of the customer. This way a strong customer relation can be maintained throughout.

REFERENCE:

1. Aurora S., Malhotra M. (1997), “Customer satisfaction; A comparative analysis of public and private sectors banks.” Decision 24 (1-4), January – December, IIM Calcutta, pp. 109 -130.

2. Dutta, K and dutta, A (2009). “Customer expectation and perception across the Indian banking sectors and resultant Financial Implications.”

3. Agrawal, J. (2009). Customer satisfaction in Indian Banking Services- A Study in Aligarh District. International Journal.

4. Ms. Shilpa D "Customer Satisfaction on Adoption of Mobile Banking Services: A Study with Special Reference to State Bank of India (SBI)." IOSR Journal of Business and Management (IOSR-JBM) 20.1 (2018): 44

5. Uma Sankar Mishra, Bibhuti Bhushan Mishra, Saroj Kant Biswal and Bidhu, Bhushan Mishra, Employee Evaluation of customer satisfaction: A comparative study between public and private banks in India, International research journal of finance and economics ISSN 1450 – 2887 Issue 59 (2010).

6. Kajal Chaudhary and Monika Sharma, -- Performance of Indian public sectors bank and private sectors banks; A Comparative study, international journal of innovation, management and technology

Received on 05.05.2023 Modified on 19.05.2023

Asian Journal of Management. 2023;14(2):137-140.

DOI: 10.52711/2321-5763.2023.00022