A Study of SBI Bank Operations in Udham Singh Nagar, Uttarakhand

Abstract

This study examines the operational efficiency and customer satisfaction of State Bank of India (SBI) branches in Udham Singh Nagar district, Uttarakhand. The research adopts a mixed-method approach, combining quantitative analysis of financial performance metrics with qualitative assessment of customer service quality. Data was collected from 200 respondents across multiple SBI branches in the district, complemented by secondary data from annual reports and RBI statistics. The study reveals that SBI maintains a strong presence with 37-45 branches in the district, serving both urban and rural populations. Key findings indicate that while SBI demonstrates robust financial performance with gross NPA ratio of 2.24% and net NPA of 0.57% (FY2024), customer satisfaction levels vary significantly across service dimensions. Infrastructure satisfaction stands at 71.45%, staff competency at 78.28%, and financial activities at 68.90%. The research identifies significant gaps in digital banking adoption and service delivery in rural areas. The study concludes that despite SBI's market leadership position with 22.55% deposit market share and 19.06% advance market share nationally, localized improvements in service quality, technology integration, and customer relationship management are essential for enhancing operational effectiveness in Udham Singh Nagar. These findings provide valuable insights for banking policy formulation and strategic planning for rural banking development in Uttarakhand.