Comparative study of customer saticfaction towards services provided by public sector bank, private sector bank and co- operative sector bank of Navi Mumbai

After 1991, adoption of new policy by RBI and easy norms several private banks have entered in Indian banking sector which has given birth to cut throat competition amongst banks for acquiring large customer base and market share. In the competitive market, the banks are facing challenges of advancement of technology. It becomes necessary for service providers to meet or exceed the target customer's satisfaction with quality of services expected by them. Hence, the present research attempted to study customers satisfaction of quality of services, both transactions based and IT enabled in terms of its constituent factors in public sector, private sector and co operative banks. Also through the present study, we would gauge the extent of IT adoption in public sector, private sector and co operative banks in this e-age. The present investigation was planned with the objective to assess the extent of use of services especially the IT enabled services in these banks and to analyze the constituent factors affecting customer satisfaction with the quality of services. The present study was conducted in public sector, private sector and co operative banks of Navi Mumbai. Multistage random sampling was used for selection of sample. While selecting the branch, care was taken to see that branch should provide at least five IT enabled services. This step was followed to have Intra Bank comparison. The study shows that the customers of nationalized banks were not satisfied with the employee behavior and infrastructure, while respondents of private and Co operative banks were not satisfied with high charges, accessibility and communication.