Paper Details

The importance of gaining and maintaining customers has increased as a result of economic globalization's increasing level of competition and climate of constant change. Nowadays, banks are placing a greater emphasis on customer satisfaction because they have realized that the cost of acquiring new customers is significantly higher than the cost of maintaining existing ones. Customers today prefer techno-savvy banks as well as bankers because they demand top-notch services and products with minimal wait times. In light of this, the primary challenge that commercial banks, and public sector banks in particular in India, which were previously operating in a sheltered regime following nationalization, face today is ensuring their long-term survival by acquiring and retaining high-quality customers. The purpose of this study is to compare the levels of customer satisfaction with the services offered by public and private sector banks. The study was carried out in the city of Dapoli (Ratnagiri). The questionnaire method is used in this study. A sample of 160 customers has been selected using convenient sampling method. Customers of private and public sector banks are generally satisfied, with the exception of a few tangibles and behavioural aspects of bank employees caused by policies, strategies for tangibles, and staff inefficiencies. Therefore, to increase employee satisfaction in public banks, it is necessary to take into account both tangible characteristics and behavioural factors of the employees.

Bank, Public sector, Private sector, Customer satisfaction