1Assistant Professor, Asian School of Business Management, Bhubaneswar, India, dr.padmanava@gmail.com
2Assistant Professor, Asian School of Business Management, Bhubaneswar, India, manmathglb1@gmail.com
3Assistant Professor, Asian School of Business Management, Bhubaneswar, India, bhaktabandhu.dash@asbm.ac.in
Online published on 21 August, 2017.
A sea change in the field of money and capital markets took place in India because of economic growth in 21 century. The application of marketing concept was introduced to enhance the customer satisfaction in the banking sector. The policy of privatization in banking sector aims at encouraging competition and introduction of financial services. A number of research studies have been analyzed on customer satisfaction but dearth of papers found on demographic analysis of customers as regards their satisfaction on banking products. This paper is trying to study this especially for the customers in city life where both private and public sector banks are very comparatively found. The very specific objectives of this study are to study the customers’ opinion on their satisfaction towards services provided by Indian banks and to study the improvement desired by them for the development of banking services. The findings from customers’ opinions, users banking services in Cities were satisfied with services offered by private banks as compared to public banks. Findings of the mean rating for satisfaction provided strong evidence for accepting research hypothesis. So the tests proved that satisfaction level significantly differs among customers from various demographic characteristics.
