Nidhi Walia, Jaspreet Kaur

ABSTRACT

Banking sector is one of the part the service sector which plays an important role in the working or growth of the economy. This study is to examine the customers’ perceived services and its role in customer satisfaction from the services delivered by different banks. In this study we just want to find out the main attribute responsible for the customer satisfaction and with this we are trying to identify the areas that need to improve by Indian banks. This study also helps us to find out the main factors responsible that create a Gap in customer satisfaction and services offered by the banks. This study included total 10 banks i.e Five Public and Five Private Banks were included from the Malwa region of Punjab. Banks were selected on the basis of annual report issued by RBI i.e. the deposits they held in year 2011- 2012.Study was conducted upon 100 customers of different banks. On the basis of empirical investigation, we found out that no doubt both the banks provide same type of services and in many aspects like responsiveness and reliability, the response of customers is same but there are many factors like Tangibility, Assurance and empathy where public banks are lacking significantly.