Customer satisfaction in relation to service quality in public and private sector banks

This study examined relationship between customer satisfaction with service quality (Tangibility, Reliability, Responsiveness, Assurance and Empathy). The data was obtained from a sample of 300 bank customers (155=public sector bank, 145=private sector bank) having accounts in banks in Varanasi, Uttar Pradesh. The finding suggests that all the dimensions of service quality are significantly related with customer satisfaction. Also, all the dimensions of service quality were found to be good strategy to enhance the customer satisfaction, simultaneously retain the customer for long term banking business and also relate new customers. The findings are thoroughly discussed and implications are also highlighted.