COMPARATIVE ANALYSIS OF ELEMENTS OF QUALITY OFFERED IN PRIVATE SECTOR AND PUBLIC SECTOR BANKS OF INDIA

In today's generation service quality in both private as well as public banks are treated as most important factor and asset for satisfying customer which indeed increases the customer loyalty and retention rate of customers. The aim of this research paper to do a comparative analysis of the service quality in both private as well as public sector banks. Moreover, we tried to build a relationship between various service factors like responsiveness, assurance, empathy, reliability and tangibility to the customer satisfaction. Prior research suggests that there is difference between customer expectations and customer actual experience with respect to different sector. By realizing the gap between perceived and actual service quality, customer satisfaction in banking sector can be improved