CUSTOMER PERCEPTIONS AND SATISFACTION WITH BANKING SERVICES: A CROSS-SECTIONAL STUDY OF PUBLIC AND PRIVATE SECTOR BANKS IN BENGALURU URBAN DISTRICT

Abstract

This descriptive research, which includes private as well as public banks, looks at how customers in Bangalore Urban Area perceive and are satisfied with banking services. Researchers gathered and assessed information from a varied sample of consumers using a combined methods methodology. Our research shows that banks from the public and private sectors have quite different perceptions of customer service, simplicity, and reliability. Likewise, researchers pinpoint important elements that affect customer experience, such as bank connectivity, employee attentiveness, and Internet banking options. These revelations have important ramifications regarding both industries' supply chains and approaches that focus on customers. Researchers also explore the basic factors that have a significant impact on consumer happiness, highlighting the essential functions provided by advances in digital banking, aggressive employee adaptability, and branch availability. The conclusions derived from the study have practical applications for banking within both industries, influencing their plans for improvements and renewing their adherence to providing client-centered solutions.

Keywords: Banking solutions, Government-sponsored financial companies, Private industry commercial banks, Bangalore Urban Area, Customer Views, Satisfaction, DTM, TDM, Naive Bayes, Sentiment, Reviews, and Stars.