Customer’s perception and satisfaction towards services of public & private sector banks

The issue is of importance to address the often raised concerns of differences in working and quality of services provided by public and private sector banks. | Customer s perception and satisfaction towards services of public private sector banks International Journal of Management IJM Volume 7 Issue 6 September October 2016 88 Article ID IJM_07_06_009 Available online at http ijm JType IJM amp VType 7 amp IType 6 Journal Impact Factor 2016 Calculated by GISI ISSN Print 0976-6502 and ISSN Online 0976-6510 IAEME Publication CUSTOMER S PERCEPTION AND SATISFACTION TOWARDS SERVICES OF PUBLIC amp PRIVATE SECTOR BANKS Kesari Singh and Nitin Gupta School of Business Management amp Liberal Arts Shoolini University of Biotechnology amp Management Sciences Solan . INDIA. ABSTRACT Indian Banking has gone tremendous changes over time and the entry of private sector banks has transformed the Indian banking both structurally and functionally. In this competitive banking environment customer satisfaction is considered as most imperative factor for the success of banks. To attain the high level of customer satisfaction and to retain the customer base it is important for the banks to deliver quality services to its customers. Hence the study analyzed relative customer satisfaction levels of private and public sector banks. The issue is of importance to address the often raised concerns of differences in working and quality of services provided by public and private sector banks. A sample of 900 customers from the three northern region states viz. Punjab Haryana and Himachal Pradesh was selected for the primary survey. Well-structured questionnaire was used to collect data. Customer perception and satisfaction was studied through various parameters viz. effectiveness accessibility cost tangibles reliability and empathy. Association between these indicators with the socio-economic variables viz. age gender occupation annual income and area was studied through chi-square test. Public sector banks were more cost effective whereas private sector did better in terms of tangibles. .