Previous studies have demonstrated that management's considerations for promotional efficacy and achievement center on satisfaction and quality of service in contemporary fiercely competitive company environment. Utilizing a five-dimensional SERVQUAL model for evaluating service quality, this investigation aims to ascertain customer-perceived quality of service at Chhattisgarh Rajya Gramin Bank in Bilaspur city to determine which are most important components of total customer satisfaction. Information was gathered from 100 CRGB customers who were chosen using the purposive sample approach. It was necessary to use an unbiased sample approach because there was no trustworthy sampling frame. Exploratory factor analysis is being used to determine variables related to service quality. Patrons of Chhattisgarh Rajya Gramin Bank in Bilaspur city express excellent ratings of perceived quality of service throughout all five dimensions, according to initial information, but the findings of regression analysis (β) demonstrate that assurance and reliability account for the majority of customer satisfaction. The banking sector may use the investigation's results to reorganize and emphasize its quality of service and create effective marketing campaigns by emphasizing pertinent elements of customer happiness and service quality