Customer Service in the Indian Banking Sector: A Comparative Study of Public and Private Banks

Abstract

Customer service has been proven to be one of the determining factors influencing competitiveness among banking companies in India. This study focuses to analyze how quality of service affects customer satisfaction in public and private sector banks in India. Following the SERVQUAL model, five dimensions will be observed including reliability, responsiveness, assurance, empathy, and tangibility. Public sector banks being analyzed include State Bank of India, Punjab National Bank, and Bank of Baroda. Private sector banks include HDFC Bank, ICICI Bank, and Axis Bank.

Survey data was collected for quantitative analysis with methods such as correlation and regression. Based on previous research, it can be concluded that private banks perform better in terms of responsiveness and technology while public banks perform better in terms of trust and convenience. This study will allow me to better understand the factors that affect quality of service in Indian banks