The rapid growth in population and technology in India has led to rapid development in the service industry in the country. The aim of this study is to establish the aspects of the customer’s view on the service quality offered at the State Bank of India (SBI). To place customer’s needs into the quality dimension, a Survey questionnaire is developed to obtain customers' responses on the level of quality of services offered. Then, Factor analysis (FA) was carried out on the customer responses obtained through a questionnaire survey. Analytic Hierarchy Process (AHP) basically helps to establish the weights of the banking service quality dimensions. Technique for Order Preference Similarity to Ideal Solution (TOPSIS) is employed to obtain the ranking of different branches basing on the weights of quality dimension obtain from AHP.