Physical and Core Services Quality: State Bank of India

This article investigates the services quality of State Bank of India by contacting 627 Bank Customers in Urban, Semi-Urban and Rural Location of the SBI. Services Quality of SBI was classified into Physical Services Quality and Core Services Quality. This study attempts to link the Physical and Core Services Quality of SBI with the satisfaction and commitment of customers. Besides this, the authors proposed models to validate and evaluate the services quality of the bank and empirically tested the models by adopting structural equation modeling approach. The results found that the services quality of SBI gives a positive impact to the satisfaction and commitment of customers. [PUBLICATION ABSTRACT]