A COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION IN PRIVATE AND PUBLIC SECTOR BANKS

Abstract

The country's banking sector should be seen as an amazing economic offerings business, since it is mostly responsible for the overall financial improvement of the nation. Customer satisfaction is important from an operational standpoint since it helps retain present customers and draw in new ones. In India, financial services are currently provided by both the public and private sectors. Due to the different marketing approaches and appeals of private and public banks, there has been a shift in the perception of patron pride to varying degrees. As a result, this study aims to establish customer satisfaction at India's public and private banks and investigates the factors that influence customer satisfaction on various levels. Learn about goals in order to choose the degree of pleasure, and whether or not the difference in pride could also be a part of changeable factors or an absence of a comparable that can lead to unhappiness or discontent in public or private banks. The primary data used for this search was obtained from Indian banks operating in the public and private leisure domains. Because of the high worker performance, public area banks like Citibank were able to operate quite well and guarantee customer pleasure. To improve the job satisfaction of staff members whose public banks use tangible equipment and behavioural factors, long-term interventions are needed.