Impact of Technology on Perceived Service Quality – A Study on State Bank of India

Over the years researchers have explored the relationship between service quality and profitability and in more than one occasion they have successfully established relationship between the two The problem for the researchers who are exploring this relationship is the changing perception of consumers with regard to service quality vis-a-vis profitability of a business firm Technology-based self service has changed the behavioural pattern of customer-firm interaction It has revealed the gamut of influence technology is having on the perceived service quality of customers Technology, to a large extent, has made service tangible by creating a human-technology interface This paper attempted to identify the impact of technology on the perceived service quality of customers with reference to banking services in two selected branches of the State Bank of India located in the district of Birbhum, West Bengal by using the SERVQUAL analysis technique