EMPERICAL STUDY ON CUSTOMER SATISFACTION IN PUBLIC SECTOR AND PRIVATE SECTOR BANKS IN INDIA

Satisfaction is vital concern for customers and organizations including banks. Satisfaction is a subjective concept and therefore difficult to determine and mainly depends on a countless factors and varies from person to person as well as product to product. The aim of this paper is to provide a preliminary comparative investigation of the customer satisfaction in public/private sector banks. Hence this paper deals with primary data collection from respondents of public and private sector banks such as State Bank of India, Corporation bank, AXIS bank and ICICI bank through a structured questionnaire. Collected data has been then analyzed using Taguchi’s Design of Experiments.