Examination of Customer Perception on Quality of Banking Services: Evidence from Private Sector Banks and Public Sector Banks

This research paper mainly deals customer perception of select private sector banks and public sector banks. The research survey was based on SERVQUAL dimensions (Parasuraman et al. 1988) which measures service quality and internet service quality in terms of customer expectations and perceptions of banking services. This study is based on cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email.