Perception of Service Quality in Public Sector Banks

Consumer Perception of
Public & Private Sector Banks:
A Service Quality Approach

TABLE OF CONTENTS

|S. NO. |PARTICULARS |PAGE NO. |
| |Executive Summary |3 |
|1 |Introduction |4 |
|2 |Objectives |5 |
|3 |Hypothesis |6 |
|4 |Methodology |6 |
|5 |Data analysis |7 |
|6 |Findings |21 |

EXECUTIVE SUMMARY

Quality of service is becoming important differentiator for companies competing in the services sector and this is more pronounced in the domain of retail banking. Almost all the banks provide similar service and with high level of monetary regulation by the central bank, Reserve Bank of India, the freedom to give differentiated products is very limited. Under such circumstances the quality of service provided by the banks becomes a key differentiator.

The difference in quality of service provided by the banks in Public sector has been improving over the years after losing ground initially to foreign banks and private sector banks. This study sets out to determine how effective the initiatives of the public sector banks have been, since the private sector banks have also been