A vital part of India's service industry is banking. The banking industry's and our economy's success depends on quality management and improvement. In 2014, the RBI released guidelines for licensing new banks in the country, namely small finance banks and payment banks, with the motive of further financial inclusion and serving a basic banking service to the unbanked and underbanked population of the country. Product quality, Process quality, and Human Resource quality are three ways to represent the components of quality. In this research, the five elements of service quality—tangibility, reliability, responsiveness, assurance, and empathy—are assessed using a modified version of SERVQUAL, which was first introduced by Parasuraman & Berry, 1988. This study emphasise the customers perception and expectations of service quality of small finance banks (SFBs) of Sikar District.  The aim of this study is to measure the service quality based on the SERVQUAL model and customer satisfaction of a special segment of banking (small finance banks) and compare the statistics using one sample T-Test. It is concluded that service quality dimensions are crucial for customer’s perceptions and expectations on service quality in small finance banks of Sikar District of Rajasthan.

Keywords: Small Finance Banks (SFBs), SERVQUAL, Financial Inclusion, Service Quality.