Author(s): Suresh Chandra Ch, Ajith Kumar P, Sarika Samisetty and Prem Kumar
Purpose: The purpose of the study is to examine the service delivery procedures followed in the three select public sector banks and evaluation of the service delivery using Queuing Model. The study further examines the key factors determining the Service delivery. Design/methodology/approach: Using purposive sampling, three banks were selected, and data were gathered through a multi-stage purposive sampling technique. A Queuing model assessed service delivery over 30 days, while Factor Analysis identified key determinants of service quality. Secondary data from academic and industry sources supplemented the analysis. Findings: The study found that United Bank of India (UBI) excels in service delivery, with shorter wait times and efficient customer flow, enhancing customer satisfaction. Conversely, State Bank of India (SBI) and Canara Bank showed inefficiencies, such as longer wait times, indicating a need for improved service management to boost customer satisfaction.