A Comparative Study of Customer Perception towards Services Rendered by Public Sector and Private Sector Banks

Dr. Pandit C. Bilamge .

Abstract


As in so many other industries, banks are striving hard to become increasingly customer-centric in order to survive and grow. Achieving this customer focus requires retaining of existing customers  by providing quality services. In the competitive market, every individual is in need of better services. If you fail to provide required service, they will switch over to another bank which provides better quality services.  The present paper discusses issues relating to customer services in both the ICICI and SBI Banks. In order to understand the customer perception towards services rendered by both the banks, many attributes such as cooperation & Behavior of staff, ATM services, Basic facilities, cheque collection time etc. were considered. The study reveals that ICICI bank is much ahead of SBI bank in providing quality services to their customers.


Keywords


ATMs, Bank Statement of Account, Token System, Drop Boxes, Fake Notes, SBI, ICICI, Customer Perception

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References


Arti Gaur(2009) “ Customer satisfaction regarding home loans: A comparative study of ICICI Bank and SBI Bank” International journal of information Technology and Knowledge management. Vol.2

Manoj Kumar Paul and Arup Barman (2010) “ Customers’ Satisfacton-ACase Study in Rural Banking” The Indian Journal of Commerce Vol 63

CRL Narasimhan (2006) “Timely move to improve customer services in banks” The Hindu online edition August.14

Marukel Nunez and Corey M Yulinsku (2005) “ Better customer service in banks” McKinsey Quarterly visitors edition February www.icicibank.com www.sbibank.com


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