Service quality in retail banking - a comparitive study between public sector banks & private sector banks

Service quality in Indian Banking Sector is considered as main determinant of customer satisfaction. Before liberalization the banking sector in India was mainly dominated by nationalized banks. In the pre-liberalised era, the nationalized banks did not pay much attention on the service quality performance and customer satisfaction. After liberalization and implementation of the Narsimham Committee Report. Indian Banks are facing tough competition from the new private and foreign banks observing International Banking Standard. These new generation banks were characterized by the usage of modern information technology network and modern banking services, like ATM, debit card, online banking facilities. Customers have a wide ranging banking services offered and delivered by modern private sector banks and foreign banks. The need of hour for the Indian banking sector is to enhance their services quality and shore up their competitive capabilities, making the banks more market oriented and customer friendly. This present study is an attempt to focus on the service quality in Retail Banking and highlight the dimensions of quality banking service in the private sector banks and public sector banks.