A STUDY ON CUSTOMER SATISFACTION TOWARDS PUBLIC AND PRIVATE SECTOR BANKING SERVICES IN MADURAI CITY

Abstract

Banks play a vital role in leveraging economic development. In the present scenario, there is a healthy competition between public sector banks and private sector banks. To attract and retain the customers, both public and private sector banks offer various products and services. Customer satisfaction is a key factor which helps to win the race. The present study analyses the customer satisfaction towards public and private sector banking services in Madurai city.  For this study, 100 samples each are taken from public sector banks and private sector banks. The level of customer satisfaction has been analyzed, based on various factors using statistical tools percentage, Likert scale, chi-square test and  T test.

     Key words: Public sector bank, Private sector bank, Customer satisfaction