A Comparative Study On Customer' Satisfaction In Service Quality Dimensions Among Public Sector Banks And Private Sector Banks In Hyderabad City

AbstractCustomer satisfaction is an important indicator of how effectively an organization meets the needs andexpectations of its customers. In the banking sector, service quality plays a significant role in building customertrust, maintaining long-term relationships, and developing customer loyalty. With increasing competitionbetween public and private sector banks, providing quality services has become essential for attracting andretaining customers. The present study aims to compare customer satisfaction with the banking services offeredby two public sector banks, State Bank of India (SBI) and Union Bank of India, and two private sector banks,Axis Bank and ICICI Bank, in Hyderabad city. Primary data were collected through a structured questionnairefrom 120 respondents, comprising 30 customers from each bank. Convenience sampling was adopted to selectthe respondents. The SERVQUAL model was applied to evaluate service quality across five dimensions:tangibility, reliability, responsiveness, assurance, and empathy. Gap analysis was also performed to examine thedifferences between customers’ expectations and their actual perceptions of banking services. The study seeks toidentify variations in perceived service quality among the selected banks, recognize areas requiringimprovement, and understand the factors influencing customer satisfaction. The findings are intended to provideuseful insights for banking institutions to improve service delivery, address customer concerns, strengthencustomer relationships, and enhance their competitive position in the banking industry.