In:
International Journal of Scientific Research in Science, Engineering and Technology, Technoscience Academy
Abstract:
This paper attempts to measure and find out the quality of services and customer satisfaction level in terms of private sector banks. The paper also slightly shows the comparison between Public sector and Private sector banks related to the customer satisfaction. The research is based on Gujarat which is a state of India. Data collection, data formulation and structuring and data interpretation is based on 423 samples. In terms of private sector banks ICICI, IDBI, HDFC, AXIS Bank, YES Bank, RBI Bank, Kotak Mahindra Bank, IDFC Banks are taken as they are market leaders. ATM facility, Online banking facility, Mobile Banking Facility, Current account, Fixed Deposit, Saving Account, Physical Environment, Competitive Interest Rate etc. has been taken as parameters. From the research, it has been found that there is relationship between service quality and customer satisfaction. We are living in digital era. Almost all the banks are trying to acquire and implement digital facilities. From our research, we also found that majority of the clients are satisfied with mobile banking, online banking and ATM services of the private sector banks. The paper also reveals that the clients are not much satisfied with the behavior of the bank staff of the public sector banks. Age, gender, occupation of the clients are also taken into consideration while preparing the paper.
Type of Medium:
Online Resource
ISSN:
2394-4099
,
2395-1990
DOI:
10.32628/IJSRSET2051101
Language:
English
Publisher:
Technoscience Academy
Publication Date:
2020
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