Study of Customer Satisfaction: A Comparison of Public and Private Banks

The present study is a modest attempt to understand the factors influencing customer satisfaction in both private and public banks in India confining the research to people of Punjab. Further, the attempt has been made to compare the factors influencing satisfaction level of customer's of public and private banks. The objective of study is to get an insight view of factors affecting customer's satisfaction level which he thrives or want to thrive from his Bank. The modern day customer in India is a young, energetic and techno savvy. So the driving force behind this study was to derive out factors that are important for today's customer satisfaction. The results of this research will be helpful to banking sector, in order to devise a better strategy to satisfy their existing customers and also to develop new schemes and promotions by understanding the demands and requirements of probable customers in the market. The analysis revealed that public sector banks though bit behind in technology compare to private banks have more customer faith in their style of banking. Private Banks on the other hand satisfies customers by giving better technology and more options of investments.