A Study on Service Quality Dimensions in Public and Private Sector Banks in India

Abstract

The financial sector affects economic performance directly. At present, India's banking business is highly competitive and expanding rapidly. Banks need a large customer base to maintain market share. Consumers know about all the financial services and organisations available to them and have enormous resources. Providing excellent service is the only way to retain customers. The current analysis examines customer satisfaction with public and private banks in India. The gap between client expectations and banking service satisfaction will also be examined. The paper found that private banks have less service inequality than state banks. Public and private banks are equally reliable and trustworthy.