Dissecting Service Quality: A Comparative Analysis of Public and Private Banking Institutions in Southern Haryana

The SERVQUAL model’s 5 primary dimensions Assurance, Responsiveness, Tangibility, Reliability, and Empathy are employed to critically evaluate customer perceptions of service quality in Southern Haryana’s private and public sector banks. Using a structured questionnaire and sample size of 592 respondents across leading public (e.g., PNB, SBI) and private (e.g., ICICI, HDFC) banks, the research evaluates performance variations and customer satisfaction levels. The analysis reveals nuanced differences, with public sector banks marginally outperforming private counterparts in tangibility, reliability, assurance, and empathy, while private banks lead slightly in responsiveness. Despite overall comparable performance, the findings underscore distinct sectoral strengths public banks benefit from customer trust and institutional legacy, whereas private banks excel in technological innovation and prompt service delivery. The study emphasizes the importance for both sectors to enhance employee training and development, leveraging their respective strengths to improve service quality. The results provide actionable insights for policymakers and banking institutions seeking to foster customer centric growth and achieve competitive excellence in the evolving Indian banking landscape.