Consumer Perception of Services for Retail Products: A Case Analysis of State Bank of India

This case briefly describes a study conducted for State Bank of India, which is India's largest bank with the most number of branches and also in terms of the total value of the business.

The emphasis is initially on initiatives by SBI and offerings for the people which make it stand out. The idea is to understand customer perception and their choices and then make customizable products to suit their need and demands. The financial institution has mostly happy customers and a large database too. The customers have been in the forefront always for SBI.