Customer satisfaction for Banking Services - A comparative Analysis

The advent of new forms of technology had created highly competitive market conditions for banks. Therefore, it becomes crucial for service providers to meet or exceed the target customers¿ satisfaction with quality of services expected by them. Hence, the present research was planned with the specific objectives - to study various aspects of services provided by the public, private and foreign banks and access of customers to these services, to analyze the constituent factors affecting customer satisfaction with the quality of services provided by the banks and to determine and compare the extent of customer¿s satisfaction with quality of banking services on the basis of different constituent factors. The present study was conducted in public sector, private sector and foreign banks of Delhi. The analysis of data pertaining to age of respondents revealed that it ranged from 20 to 80 years. Analysis indicated that youth were switching more to private and foreign banks in comparison to public sector banks. Majority of the respondents were males in all the three categories of banks.