A comaparative study on customers’ satisfaction towards private and public sector banks

Banking services have gained significant role in India due to increasing number of customers and clients utilizing the services. Banking being a service business, the best strategy to be identified for the customers and offer them what they actually need. This objective can only be achieved through best customer service. Due to privatization and globalization vast competition has emerged in banking services. Due to liberalization, formation of new banks turned to be easy, there by competitive atmosphere emerged in banking services. Hence, this study is conducted to know the customers’ satisfaction of private and public sector banks in Coimbatore district. Primary data has been collected from selected Public and Private bank customers by administering a questionnaire. A total of 300 respondents have been considered for the study and is equally divided to public and private sector bank customers. With respect to operation and technology, the respondents are satisfied with on-line banking facilities, while taking availability factor, the respondents are satisfied with well-timed services. With respect to security and accuracy factor, the respondents are satisfied with assurance of safety in transaction. The customers opinioned that, the banks have to concentrate on complaint handling service in operation & technology factor, followed by minimum documentation to loan in the availability factor.