Customer Satisfaction in Public Sector Banks Vs. Private Sector Banks-An Empirical Study
Original Research
Volume 2, Issue 3, (2026) Cite this article
Submit your manuscript
Original Research
Volume 2, Issue 3, (2026) Cite this article
Submit your manuscript
Pages: 1-10
Due to change in customer needs, expectations and alternatives are availability in banking industry, this research was felt necessitated after identifying the gap in service delivery by private and public sectors banks. The main purpose of study is to determine customer satisfaction and examine the factors influencing their satisfaction. Using questionnaire, the data required was collected from 110 samples chosen following descriptive research design with quantitative approach. The results indicate that private banks outperform public sector banks in terms of responsiveness and modern technology utilization whereas the later has still very good public credibility. It is suggested that continuous improvement in service quality, application of new techniques is required to be followed with customer-centric approach to become successful in the baking business in the days to come.
Banking Industry, Customer, Service Quality, Technology, Customer Satisfaction.
