Customer satisfaction towards behaviour of Bank's employees (A comparative study of Punjab National Bank and State Bank of Patiala in Jind district, Haryana)

‘Satisfaction is the level of a person's felt state resulting from comparing a product's perceived performance in relation to the person's expectations. In banking sector, Customer satisfaction depends upon quality of banking services. Employees’ behaviour is an important factor to determine the Quality of banking services along with other factors. Employees’ behaviour plays an effective role towards customer satisfaction. In this research paper, we studied the customer satisfaction towards employees’ behaviour of banks. Studied dimensions were tangibility, reliability, responsiveness, assurance and empathy regarding employees’ behaviour of bank. State Bank of Patiala (SBP) and Punjab National Bank (PNB) have taken for present study. Primary data has been used for this study. Data was collected from customers of SBP & PNB, Jind District (Haryana) by using questionnaire. “A questionnaire is a formalized set of questions for eliciting information”. Customer satisfaction was measured by applying one way ANOVA test.