Service quality and customer satisfaction: an empirical study on public sector and private sector banks

Service quality is one of the most important factors behind customer satisfaction in commercial banks. Various studies revealed that service quality plays a decisive role in satisfaction of customers vis-a-vis profitability of banks. Against such a backdrop, an attempt has been made to examine the impact of service quality of the bank on customer satisfaction. This study points out that satisfaction and service quality relationship is critical for commercial banks. The broad objective of the study is to identify the determinants of customer satisfaction in the context of public sector and private sector banks in India and to examine the relationship between customer satisfaction and service quality of banks. For this purpose responses have been elicited through a pre-tested structured questionnaire from 568 customers of public sector and private sector banks located in NCR.