Impact of Service Quality on Customer Satisfaction - A Comparative Study of Banks Situated in NCT (National Capital Territory)

Abstract

India's financial division is probably going to see furious challenge in the following scarcely any years the same number of the ongoing strategy activities by the Indian Government start to produce results and new participants additionally begin to make their essence felt. It is probably going to be an instance of natural selection, or at the end of the day, the most gainful. A bank's capacity to produce benefits in an undeniably serious market will rely upon the number, and quality, of its clients. In this manner consumer loyalty should keep on staying a key center zone for all banks in the years to come.In this study an attempt has been made to identify the level of customers satisfaction towards the services of the private and the public banks. A sample of 210 customers has been considered through an arranged questionnaire designed on five point interval scale. Comparative mean, independent sample T-test and chi-square test have been applied to analyse the data. It is observed from the result that there is a significant difference between the services of private and public banks and there is a significant difference between the satisfaction levels in different aged customers for the services of their banks.