COMPARISON OF SERVICE QUALITY BETWEEN PUBLIC AND PRIVATE SECTOR BANKS - AN EMPIRICAL STUDY

Abstract

Quality of service is one of the integral parts of any of banking institution as the income and business growth of the banks depends on loyal and satisfied customers. The main objectives of the study is to make a comparison between public sector banks (SBI) and private sector banks (ICICI) regarding quality of services by using the list of service attributes based on SERVQUAL model. For this purpose primary data have been collected through a structured questionnaire by personally interacting with 220 banking customers from various branches of Burdwan district. The study found that the service quality of public sector bank is better than private sector bank in Burdwan district. The study suggests that the banks should increase their number of ATMs, cash counting machines, and number of front desk employees to improve their quality of services.