Impact of NPA on SBI's Financial Performance and Customer Satisfaction

Abstract

This paper examines the relationship between the changes in Non-Performing Assets (NPAs), financial performance metrics, customer costs, and customer satisfaction levels of the State Bank of India (SBI) during the period 1.4.2020 to 31.03.2022. By analyzing data on NPA changes, financial indicators, investment scheme satisfaction, customer views on interest rates, and revenue generation, this research seeks to shed light on the potential impact of NPAs on customer costs and satisfaction. The results suggest complex dynamics between NPAs, financial performance, and customer perceptions, indicating that factors beyond NPAs might contribute to shifts in customer satisfaction and costs.