1

INTRODUCTION
Service quality is an achievement in consumer services. It reflects at each service encounter.
Customers form service expectations from past experiences, word of mouth and
advertisement. In general, Customers compare perceived service with expected service in
which if the former falls short of the latter the customers are disappointed.
For example, in the case of TAJ Hotels, Resorts and Palaces, wherein TAJ remaining the old
world, luxury brand in the five-star category, the umbrella branding was diluting the image of
the TAJ brand because although the different hotels such the four star category, Gateway in
the three star category and Ginger the two star economy brand, were positioned and
categorised differently, customers still expected the high quality of Taj from all their
properties.
The measurement of subjective aspects of customer service depends on the conformity of the
expected benefit with the perceived result. This in turns depends upon the customer's
expectation in terms of service, they might receive and the service provider's ability and
talent to present this expected service. Successful Companies add benefits to their offering
that not only satisfy the customers but also surprise and delight them. Delighting customers is
a matter of exceeding their expectations.
Pre-defined objective criteria may be unattainable in practice, in which case, the best possible
achievable result becomes the ideal. The objective ideal may still be poor, in subjective terms.
Service quality can be related to service potential (for example, worker's qualifications);
service process (for example, the quickness of service) and service result (customer
satisfaction).

E-service quality: The next frontier

Given the widespread use of internet and e-commerce, research scholars have also sought to
define and measure e-service quality. Parasuraman, and Malhotra define e-service quality as
the extent to which a website facilitates efficient and effective shopping, purchasing, and
delivery. Wolfinbarger and Gilly (2003, p. 183) define e-service quality as the beginning to
the end of the transaction including information search, website navigation, order, customer
service interactions, delivery, and satisfaction with the ordered product..[8][9]
A recent paper conducted a meta-analysis of studies published between the years 2000-2014,
and examined all the research on e-service quality.[10] These authors found four dimensions of
e-service quality: website design, fulfillment, customer service, and security/privacy. These

dimensions predict e-service quality, which in turn, predicts customer satisfaction and
repurchase intentions. The authors also identified the attribute defining each dimension, and
the relative weight of each dimension in predicting e-service quality.

Dimensions of service quality

A customer's expectation of a particular service is determined by factors such as
recommendations, personal needs and past experiences. The expected service and the
perceived service sometimes may not be equal, thus leaving a gap. The service quality model
or the GAP model developed by a group of authors at Texas and North Carolina in 1985,
highlights the main requirements for delivering high service quality. It identifies five
gaps that cause unsuccessful delivery. Customers generally have a tendency to compare the
service they 'experience' with the service they 'expect' . If the experience does not match the
expectation, there arises a gap. Ten determinants that may influence the appearance of a gap
were described by Parasuraman, in the SERVQUAL model: reliability, responsiveness,
competence, access, courtesy, communication, credibility, security, understanding the
consumer and tangibles.
in general, an improvement in service design and delivery helps achieve higher levels of
service quality. For example, in service design, changes can be brought about in the design of
service products and facilities. On the other hand, in service delivery, changes can be brought
about in the service delivery processes, the environment in which the service delivery takes
place and improvements in the interaction processes between customers and service
providers.
The relationship between service quality and customer satisfaction has received considerable
attention in academic literature. The results of most research studies have indicated that the
service quality and customer satisfaction are indeed independent but are closely related that
and a rise in one is likely to result in an increase in another construct

BANK
A bank is a financial institution that creates credit by lending money to a borrower, thereby
creating a corresponding deposit on the bank's balance sheet. Lending activities can be
performed either directly or indirectly through capital markets . Due to their importance in
the financial system and influence on national economies,, banks are highly regulated in most
countries. Most nations have institutionalized a system known as fractional reserve
banking under which banks hold liquid assets equal to only a portion of their current
liabilities.

banking business" means the business of receiving money on current or deposit account,
paying and collecting cheques drawn by or paid in by customers, the making of advances to
customers, and includes such other business as the Authority may prescribe for the purposes
of this Act

banking business" means the business of either or both of the following:

1. Receiving from the general public money on current, deposit, savings or other similar
account repayable on demand or within less than or with a period of call or notice of
less than that period;
2. Paying or collecting checks drawn by or paid in by customers.
3. Banks borrow money by accepting funds deposited on current accounts, by accepting
and by issuing debt securities such as and bonds. Banks lend money by making
advances to customers on current accounts, by making installment loan and by
investing in marketable debt securities and other forms of money lending.
4. Banks provide different payment services, and a bank account is considered
indispensable by most businesses and individuals. Non-banks that provide payment
services such as remittance companies are normally not considered as an adequate
substitute for a bank account.
5. Banks can create new money when they make a loan. New loans throughout the
banking system generate new deposits elsewhere in the system. The money supply is
usually increased by the act of lending, and reduced when loans are repaid faster than
new ones are generated.

DEFINITION OF BANKING
A bank is a financial institution licensed as a receiver of deposits. There are two types of
banks: commercial/retail banks and investment banks. In most countries, banks are regulated
by
the
national
government
or central
bank.
TYPE OF BANKS
The banking industry can be divided into following sectors, based on the clientele served and
products and services offered:
1.

Retail Banks

2.

Commercial banks

3.

Cooperative banks

4.

Investment Banks

5.

Specialized banks
The focus of banking is varied, the needs diverse and methods different. Thus, we need
distinctive kinds of banks to cater to the above-mentioned complexities. Deposit-taking
institutions take the form of commercial banks, which accept deposits and make commercial,
real estate, and other loans. There are also mutual savings banks, which accept deposits .

SIZE OF GLOBAL BANKING INDUSTRY.

The global banking industry faces short-term uncertainty due to the debt crises that challenge
several major economies, but total industry assets are forecast to climb to an estimated US
$163,058 billion in 2017 with a CAGR of 8% over the next five years. leading global
management consulting and market research firm, has analyzed the global banking industry
and presents its findings in Global Banking Industry Analysis 2012- 2017.
The banking industry is highly fragmented and includes segments such as retail banking,
corporate and investment banking, and asset and wealth management. The retail banking
segment registered significant growth during 20062011 and has excellent potential to grow
at an even more rapid pace over the forecast period. Europe dominates the global banking
industry with 43% of total market share. The Asia Pacific banking industry, however, grew
much faster than both the European and North American regions during 20062011. Asia
Pacific continues to possess huge opportunity for industry growth.

HISTORY OF BANKING IN INDIA

The first bank of limited liability managed by Indians was Oudh Commercial Bank founded
in 1881. Subsequently, Punjab National Bank was established in 1894. Swadeshi movement,
which began in 1906, encouraged the formation of a number of commercial banks. Banking
crisis during 1913-1917 and failure of 588 banks in various parts of the country during the
decade ended 1949 underlined the need for regulating and controlling commercial banks. The
Banking Companies Act was passed in February 1949, which was subsequently amended to
read as Banking Regulation Act, 1949.
The largest bank - Imperial Bank of India - was nationalised in 1955 and renamed as State
Bank of India, followed by formation of its 7 Associate Banks in 1959 .

In 1993, in recognition of the need to introduce greater competition, new private sector banks
were allowed to be set up. Licenses were issued to 10 banks which had satisfied the necessary
regulatory requirements.
2001, fresh guidelines for setting up new private sector were issued and two banks were
issued license under those guidelines. A draft comprehensive policy framework for ownership
and governance in private sector banks was put in the public domain on 2 July 2004 for
discussion and feedback .

PHASE I
the General Bank of India, established in 1786 . The largest bank, and the oldest still in
existence, is the State Bank of India. It originated as the Bank of Calcutta in June 1806. In
1809, it was renamed as the Bank of Bengal... This was one of the three banks funded by
a presidency government, the other two were the Bank of Bombay and the Bank of Madras.
The three banks were merged in 1921 to form the Imperial Bank of India which upon India's
independence, became the State Bank of India in 1955. For many years the presidency banks
had acted as quasi-central banks, as did their successors, until the Reserve Bank of India was
established in 1935, under the Reserve Bank of India Act, 1934.
The Indian banking sector is broadly classified into scheduled banks and non-scheduled
banks. The scheduled banks are those which are included under the 2nd Schedule of the
Reserve Bank of India Act, 1934.
The scheduled banks are further classified into: nationalised banks; State Bank of India and
its associates; Regional Rural Banks (RRBs); foreign banks; and other Indian private sector
banks.

PHASE II
It control and regulations of the Reserve Bank of India banks in India except the State Bank
of India (SBI), continued to be owned and operated by private persons. By the 1960s, the
Indian banking industry had become an important tool to facilitate the development of
the Indian economy.
In the same time, it had emerged as a large employer, and a debate had ensued about the
nationalisation of the banking industry. Indira Gandhi, the then Prime Minister of India,
expressed the intention of the Government of India in the annual conference of the All India
Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization. The meeting
received the paper with enthusiasm.
1990s, the then government embarked on a policy of liberalisation licensing a small number
of private banks.
Following Steps taken by government of india to regulate banking institutions in the country:
1949: enactment of banking institution act

1955: nationalised of state bank of india

1959 :nationalised of SBI subsidies
1961: insurance cover extended to deposits
1971: creation of credit guarantee corporations
1975: creations of regional rural bank
1980: nationalisation of 7 banks with deposit over 200 crore

PHASE III
In 2008 the Reserve Bank of India introduced a system to allow in India, the cheque
transaction system as it was known was first rolled out in the National Capital Region and
then rolled out nationally.
Physical as well as virtual expansion of banking through mobile banking, internet banking,
tele banking, bio-metric and mobile ATMs is taking place .since last decade and has gained
momentum in last few years.
THE FINANCIAL system of india has shown a great deal of resilience. East asian countries
suffered. This is all due to flexible exchange rate regime,the foreign reserve are highthe
capital account s not yet covertible.

Current period
The Indian banking sector is broadly classified into scheduled banks and non-scheduled
banks.All banks which are included in the Second Schedule to the Reserve Bank of India Act,
1934 are Scheduled Banks. These banks comprise Scheduled Commercial Banks and
Scheduled Co-operative Banks. Scheduled Co-operative Banks consist of Scheduled State
Co-operative Banks and Scheduled Urban Cooperative Banks.Scheduled Commercial Banks
in India are categorised into five different groups according to their ownership and/or nature

State Bank of India and its Associates

Nationalised Banks

Private Sector Banks

Foreign Banks

Regional Rural Banks.

Service quality:
A business with high service quality will meet customer needs whilst remaining economically
competitive. Improved service quality may increase economic competitiveness.
This aim may be achieved by understanding and improving operational processes; identifying
problems quickly and systematically; establishing valid and reliable service performance
measures and measuring customer satisfaction and other performance outcomes.

SERQUAL:
The SERVQUAL service quality model was developed by a group of American authors,
'Parasu' Parasuraman, and Len Berry, in 1988. It highlights the main components of high
quality service. The SERVQUAL authors originally identified ten elements of service quality
but in later work, these were collapsed into five factors - reliability, assurance, tangibles,
empathy and responsiveness - that create the acronym RATER.
Businesses using SERVQUAL to measure and manage service quality deploy a questionnaire
that measures both the customer expectations of service quality in terms of these five
dimensions, and their perceptions of the service they receive. When customer expectations
are greater than their perceptions of received delivery, service quality is deemed low.

DETERMINANTS:
The ten determinants that may influence the appearance of a gap are:
Competence is the possession of the required skills and knowledge to perform the
service. For example, there may be competence in the knowledge and skill of contact
personnel, knowledge and skill of operational support personnel and research
capabilities of the organization.
Courtesy is the consideration for the customer's property and a clean and neat
appearance of contact personnel, manifesting as politeness, respect, and friendliness.

Credibility includes factors such as trustworthiness, belief and honesty. It involves

having the customer's best interests at prime position. It may be influenced by
company name, company reputation and the personal characteristics of the contact
personnel.
Security enables the customer to feel free from danger, risk or doubt including
physical safety, financial security and confidentiality.
Access is approachability and ease of contact. For example, convenient office
operation hours and locations.
Communication means both informing customers in a language they are able to
understand and also listening to customers. A company may need to adjust its
language for the varying needs of its customers. Information might include for
example, explanation of the service and its cost, the relationship between services and
costs and assurances as to the way any problems are effectively managed.

Knowing the customer means making an effort to understand the customer's

individual needs, providing individualized attention, recognizing the customer when
they arrive and so on. This in turn helps to delight the customers by rising above their
expectations.
Tangibles are the physical evidence of the service, for instance, the appearance of the
physical facilities, tools and equipment used to provide the service; the appearance of
personnel and communication materials and the presence of other customers in the
service facility.
Reliability is the ability to perform the promised service in a dependable and accurate
manner. The service is performed correctly on the first occasion, the accounting is
correct, records are up to date and schedules are kept.
Responsiveness is the readiness and willingness of employees to help customers by
providing prompt timely services, for example, mailing a transaction slip immediately
or setting up appointments quickly.

DEMENSIONS:
IN 1990s, the authors had refined the model to five factors that enable the acronym RATER:

1. Reliability: the ability to perform the promised service dependably and accurately
2. Assurance: the knowledge and courtesy of employees and their ability to convey trust
and confidence
3. Tangibles: the appearance of physical facilities, equipment, personnel and
communication materials
4. EMPATHY: the provision of caring, individualized attention to customers
5. Responsiveness: the willingness to help customers and to provide prompt service

MEANING OF SERVICE QUALITY MANAGEMENT:

The process of managing the quality of services delivered to a customer according
to his expectations is called Service Quality Management. It basically assesses how
well a service has been given, so as to improve its quality in the future, identify problems
and correct them to increase customer satisfaction. Service quality management
encompasses the monitoring and maintenance of the varied services that are
offered to customers by an organization.
Whether you are in the software business offering services to clients or operate in
the food, hospitality or travel industry, service quality management is integral to
managing customer expectations and business growth. The service quality can
either relate to the service potential (qualifications of the persons offering service),

10

service process (quickness, reliability etc.) or the service result (meeting customer
expectations).

NEED OF THIS STUDY:

The major aim of the research project is to measure the quality of service offered
by public and private banks operating in ludhiana. Moreover, it tries to investigate
the relationship between service quality, customer satisfaction and loyalty. The
five dimensions of SERVPERF model,reliability,assurance,tangibility, empathy and
responsiveness were used to measure the quality of service offered by the private
banks. In order to achieve the aims, both primary and secondary sources of data
were

used.

The

primary

data

were

collected

through

administrating

questionnaire. This project aims to offer an indepth understanding of bank

customers'

behaviour in relation to the selection process, and provide bank

managers with useful insight into the development of high quality relationships
with customers..
Why people are switching one bank to another bank ?
What are the Factors influencing more to adopt private bank from the public bank?
How the services qualities are different between public and private bank?

OBJECTIVES OF THE STUDY:

To know the deep understanding which factors put a major impact upon consumer
satisfaction.
status of banking service quality system in Ludhiana.
To make diffrentations between traditional banking and modern banking services.
To analysis how much the service quality of public bank are different from the
services quality provided by private banks.

11

12

Review of Literature

REVIEW OF LITRATURE:
In this study following review have been considered:

Akter S. and Ghosh S.K. (2006)

in study concludes that in four dimensions like reliability,

empathy, tangibility, assurance, the gap between perceptions and expectations is
significant except responsiveness where it is insignificant means banks do not extend that
level of services which will satisfy the customers expectations. The study also suggests
some recommendations to minimize this gap.

Kaleem

A. and Ahmad S. (2008) aims to collect bank employees perceptions of the

potential benefits and risks associated with electronic banking in india. In his study shows
that public bank employees who have professional degrees consider minimizing
transaction costs and reduction in HR requirements as the most and the least important
benefits of electronic banking respectively.

Krishnaveni

R. and Prabha D.D. (2006) study reveals that among the different internal
service quality dimensions taken up for the study, offering the right information and

13
facilities to the employees will improve internal service quality perceptions better than
the other dimensions.

Khan M.S. (2007) examines

the results indicate that privacy/security and fulfillment do

not contribute significantly towards the overall service quality and the males and females
differ in their views towards service quality dimensions. The study also suggests some
measures to improve service quality and explore future areas of further research

Kumar

and Walia (2006) produce information on integrated approach adopted by Indian

banks and discussed how Indian banks are aligning their services as per global
requirement. The study suggests that given the confidence and competence to public
sector banks too, Indian banking sector will surely touch new heights in the years to come.

Hugar S.S. and Vaz N.H. (2008) in his

study concludes that new private sector banks have

more ATMs at the end of March 2006 followed by SBI group where 77.5 pc branches are
fully computerized and 18.2 pc are partially computerized

Munusamy

J. and Fong V. O. (2008) in his study finds that the dimensions of service
quality and customer knowledge are positively correlated to customer satisfaction among
IBBMs corporate clients. However, only four factors, namely, competence, credibility,
accessibility, and tangibles have significant effect on customer satisfaction

Mishra

J.K. and Jain M. (2007) study various dimensions of customer satisfaction in

nationalized and private sector banks. Twostage factor analysis is computed to arrive at
the dimensions of customer satisfaction. The study analyzes ten factors and five
dimensions of customer satisfaction for nationalized and private sector banks respectively.
The study concludes that satisfaction of the customers is an invaluable asset for the
modern organizations, providing unmatched competitive edge, it helps in building long
term relationship as well as brand equity. The best approach to customer retention is to
deliver high level of customer satisfaction that result in, strong customer loyalty.

Madhavankutty G. (2007) concludes that the banking system in India has attained enough
maturity and is ready to address prudential management practices as comprehensively as
possible, which an integral part of policy is making. This requires further improvement in
technology management, human resource management and the ability to foresee rapid
changes in the financial landscape and adopt quickly

Riquelme H.E., Mekkaoui K.A. and Rios R.E. (2009) identify which customer service and
online attributes predict overall satisfaction, determine that if satisfied customers use
more banking features than less satisfied customers and the characteristics of less
satisfied customers.

Seelanatha

S. l. (2007) examines the changes in banking sector during 1989 2004 in

terms of efficiency, productivity and market structure in india study also concludes that
banks relative market power and technical efficiency have significant influence on ROA
and suggests some recommendations to improve the efficiency.

14

Uppal R.K. (2008) in his study conclude that

the data is collected through pretested and

well structured questionnaire in Ludhiana, Punjab in May 2006.The study concludes that
the customers of banks are satisfied with the different channels and their services in the
spread of banking services. It also suggests some measures to make ebanking service qulity
more effective in the future.

Uppal R.K. and Kaur R. (2007) analyze the efficiency of all the bank groups in the post
banking sector reforms era. Time period of study is related to second post banking sector
reforms (19992000 to 200405). The study concludes that the efficiency of all the bank
groups has increased in the second post banking sector reforms period but these banking
sector reforms are more beneficial for new private sector banks and foreign banks. This
study also suggests some measures for the improvement of efficiency of Indian
nationalized banks.

Vanniarajan

T. and Nathan S.M. (2008) findings of the study identify the reliability,
responsiveness, assurance, tangibles and empathy as the various service quality factors.
The study shows that there are significant variations regarding the respective effects of
these observed dimensions on satisfaction and that satisfaction leads to different types of
behavioral intensions. Providing reliable banking transaction with promises of reliability,
responsiveness and assurance seem to be must appealing service criterion to the target
consumers.

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RESEARCH
METHODOLOGY

MEANING OF RESEARCH:
Research comprises "creative work undertaken on a systematic basis in order to increase the
stock of knowledge including knowledge of humans, culture and society, and the use of this
stock of knowledge to devise new applications." [1] It is used to establish or confirm facts,
reaffirm the results of previous work, solve new or existing problems, support theorems, or
develop new theories. A research project may also be an expansion on past work in the field.
To test the validity of instruments, procedures, or experiments, research may replicate
elements of prior projects, or the project as a whole.
Universe Every single individual who go for banks to fullfill its need.

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Population - Every single individual who go for any of public or private banks in
Ludhiana city .
Sampling unit - Every single individual who go to banks for fulfilling the
needs.
Sample Size 50 respondents
Sampling Technique The convenience sampling method used to collect the primary
data from the customers in Ludhiana city.
A questionnaire was prepared for customers survey. Introductory question included
all multiple choice /response type of questions. Research design:

Descriptive

research design is used to perform the study.

Analysis of data Both primary and secondary data is used to perform the study. we
can collect data from two sources, primary sources and secondary sources. Data collected
from primary sources are known as primary data and data collected from secondary sources
are called secondary data.
Primary data are also known as raw data. Data are collected from the original source in a
controlled or an uncontrolled environment. On the other hand, data collected through
observation or questionnaire survey in a natural way.
Data Collection Methods
There are many methods to collect data, depending on our research design and the
methodologies employed. Some of the common methods are questionnaires , interview and
observation.

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Consumer behaviour towards Service Quality of

Public and Private Banks
QUESTIONARRIES:
Q1) Satisfaction level of the consumers regarding service quality of the public
banks
1) GENDER
Q2) Age

Male

(a) below 20 ( )

Female
(b) below 2125 ( ) (c) below 2540 ( )

(d) below 41onwards ( )

Q3)

Which banks do you have an account ?

(a) Public
Q4) Banks have modern equipment ?
(a) Well Furniture

(b) Private

18

(b) Modern Equipment

(c) Computer
(d) Printing Machine
(e) Any of Above
Q5) Is your bank provide prompt informations to the costumer ?

Q6) Employers of your banks are polite and Co-0perative ?

YES

NO

NO

Q7) Rate the quality of service you received ?

Somewhat
About
Satisfactory
Superior
Satisfacto
Average
Q8) Which of the
following quality of service are superior in your bank?
ryyy

Poor

o
o
o
o
o

Patience
Attentive
Reliability
Responsive
None of Above

Q9) The Costumer Service representative handled my problem quickly ?

Strongly
agree

Somewhat
agree

neutral

Somewhat
disagree

Strongly
disagree

Q10) Are your banks gives following Facility?

(a) Net banking
(b) Low Interest Rate
(c) Proper Security
(d) All of Above
Q11) How likely are you change your bank with another bank ?

19

o
o
o
o
o

Certain
High chance
Equal chance
Less chance
Never

Analysis
(a)- Bank - Public
Q(1) Gender:Bank-Public
Male
Female

Number
15
10

%age
60
40

20

Gender

Male
Female

10
15

Analysis:- More percentage of male used to go public banks than to female.

(a)- Bank - Private

Q(1) Gender:Bank-Private

Number

%age

Male

12

72

Female

13

28

21

Gender

13

12

Male
Female

Analysis : it has been observed that ratio of male and female are equal in
private banks. out of 25 people mostly male and female have equal bank
account in private bank.

(a)- Bank - Private

Q(2) Which Bank do you have an Account:-

22

Bank

Number

%age

Public

25

50

Private

25

50

Bank Account

Public
Private
25

25

Analysis: For this survey we use simple convenience sampling technique are
used a survey is taken both on public and private bank.we used 25 people each
both from public and private bank for this survey

(a)- Bank - Public

Q(4) Bank have Modern Equipment?

23

Bank

Number

%age

Well Furniture

12

Modern Equipment

28

Computer

32

Printing Machine

16

None of Above

12

4
7

Well Furniture
Modern Equipment
Computer
Printing Machine
None of Above

Analysis:- In public bank ,now this days banks are using computer for its daily
operation. Now they are focusing more for computerisation .we find this
analysis by choosing convience sampling

(a)- Bank - Private

Q(4) Bank have Modern Equipment?
Bank

Number

%age

Well Furniture

12

Modern Equipment

36

Computer

36

24

Printing Machine

None of Above

4
Well Furniture
Modern Equipment
Computer
PRINTING MACHINE
None of above

9
9

Analysis:- In private banks, mostly modernisation is exist everywhere whether

it is computer for daily operation and modern equipment for better service
quality to its consumer. Private bank is more develop than public bank in term
of modern equipment there are less paper work in private banks.

(a)- Bank - Public

Q5) Is your bank provide prompt informations to the costumer?
Bank-Public
Strongly Agree
Somewhat agree
Neutral

Number
3
7
9

%age
12
28
36

25

Somewhat Disagree
Strongly Disagree

5
1

20
4

strongly agree
somewhat agree
neutral
somewhat disagree
strongly disagree

Analysis: After analysis we came to know that in public bank mostly people
satisfaction towards prompt imformation by public bank is neutral .It is not so
less or more

(a)- Bank - Private

Q5) Is your bank provide prompt informations to the costumer?
Bank-Private
Strongly Agree

Number
11

%age
44

26

Somewhat agree
Neutral
Somewhat Disagree
Strongly Disagree

8
2
3
1

32
8
12
4

2
11

strongly agree
Somewhat agree
Neutral
Somewhat disagree
Strongly disagree

Analysis:- In private banks mostly people are fully satisfied by the

imformations provided by the private banks than public banks .private banks
used advertisement like sms facility,awareness of imformation through
mobile ,computer, email,marketing.

(a)- Bank - Public

27

Q6) Employers of your banks are polite and Co-0perative ?

Bank-Public
Yes
No

Number
14
11

%age
56
44

11
14

Yes
No

Analysis:- A survey upon 25 people were taken who have account in public bank
we used observation method and find that 56% person have viewed that bankemployer are polite and humble.

28

(a)- Bank - Private

Q6) Employers of your banks are polite and Co-0perative ?
Bank-Private
Yes
No

Number
21
4

%age
84
16

Yes
No

21

Analysis:- A survey upon 25 people who have account in private bank we

came to now that 84% people have viewed that bank- employer are polite and
cooperative .Employer of private bank are more cooperative and used humble
behaviour towards its consumer.

Q(7) Bank-Public
Q:-Rate the quality of service you received ?

29

Bank-Public
Poor
Somewhat Satisfactory
About Average
Satisfactory
Superior

Number
7
8
6
2
2

%age
28
32
24
8
8

2
7
6

Poor
Somewhat Satisfactory
About Average
Satisfactory
Superior

Analysis:- Around 32% people are somewhat agree and only 8% people are
impressed by the quality of service received by the public banks.

Q(7) Bank-PrivatE
Q:-Rate the quality of service you received ?
Bank-Private

Number

%age

30

Poor
Somewhat Satisfactory
About Average
Satisfactory
Superior

3
2
7
10
3

12
8
28
40
12

3
2
10

Poor
Somewhat Satisfactory
About Average
Satisfactoy
Superior

Analysis:- In private banks mostly 40% are satisfied by the service quality
because it give more importance to the consumer satisfaction by providing good
service quality.and providing prompt imformation to its consumer.

Q(8) Bank-Public
Q8) Which of the following quality of service are superior in your bank?

31

Bank-Public
Patience
Attentive
Reliablility
Responsive
None of Above

Number
2
11
9
2
1

%age
8
44
36
8
4

11

Patience
Attentive
Reliability
Responsive
None of Above

Analysis:-In public banks 44% people have viewed that employer of public bank are more
attentive and listen the problems of customer very carefully and only 8% people have viewed
that employer of public bank have patience level.

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Q(8) Bank-Private
Q8) Which of the following quality of service are superior in your bank?
Bank-Private
Patience
Attentive
Reliablility
Responsive
None of Above

Number
3
7
7
6
2

%age
12
28
28
24
8

3
6

Patience
Attentive
reliablity
responsive
None of Above

Analysis:- After this analysis it has been observed that attentiveness and
reliability service quality both are superior in private banks. We came to
know that service quality offered by private bank are more higher than
public bank.reliablity in term of security, records accuracy etc all these
things are taken care by the private bank.

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(a)- Bank - Public

Q(9) The Costumer Service representative handled my problem quickly ?
Bank-Public
Strongly Agree
Somewhat agree
Neutral
Somewhat Disagree
Strongly Disagree

Number
3
7
9
5
1

%age
12
28
36
20
4

Strongly Agree
Somewhat Agree
neutral
Somewhat disagree
Stongly Disagree

Analysis:- A survey upon 25 people who have an account in public bank we

anaysis that 36% people viewed that employer represented handled the problem
of customer at promised time.the overall result is neutral in this regards.

34

(a)- Bank - Private

Q(9) The Costumer Service representative handled my problem quickly ?
Bank-Private
Strongly Agree
Somewhat agree
Neutral
Somewhat Disagree
Strongly Disagree

Number
11
8
2
3
1

%age
44
32
8
12
4

2
11

strongly agree
Somewhat agree
Neutral
Somewhat disagree
Strongly disagree

Analysis:-we analysis that mostly people are highly satisfied by the service
quality by the private banks employers of private banks are handled the
consumer problem at promised time.

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Q(10) Bank-Public
Q10:-what would best describe your experience with customer service
representative?
Bank-Public
No attend call
Keep me waiting
Did speak clearly
Other

Number
2
12
9
2

%age
8
48
36
8

9
12

no attend call
keep me waiting
speak clearly and handle
properly
other

Analysis:- After this analysis we came to know that in public banks information
awareness facility get low rank customer representative does not handle the
queries of consumer properly. 48% consumer have experienced that
representative making oftently confuses.

36

Q(10) Bank-Private
Q10:- what would best describe your experience with customer service
representative?
Bank-Private
Number
Not attend call
7
Keep me waiting
2
speak clearly and handle 9
properly
Other
7

%age
28
8
36
28

not attend call

keep me waiting
speaak clearly and handle
properly
other

Analysis:- We analysis that security and service of net banking get very high
rank in private banks .The security related to any transactions, information are
high than in public banks.

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Q(11)Bank-Public
Q:- How likely are you change your bank with another bank ?
Bank-Public
Certain
High Chance
Equal Chance
Less Chance
Never

Number
4
5
4
9
3

%age
16
20
16
36
12

4
9
5

Certain
High Chance
Equal Chance
Less Chance
Never

Analysis:- In public banks the chances of switching the banks are very high
because it might be the quality of services are not as so good as customers
expectations.parameter of service quality might be anything like
reliability,empathy etc

38

Q(11)Bank-Private
Q:- How likely are you change your bank with another bank ?
Bank-Private
Certain
High Chance
Equal Chance
Less Chance
Never

Number
4
2
6
10
3

%age
16
8
24
40
12

4
2

10
6

Certain
High Chance
Equal Chance
Less Chance
Never

Analysis:- It analysis that chances of switching the bank are very less in private
banks because it provide quick imformation ,better quality of services to its

39

customers.it analysis that customer satisfaction taken as a priority in private

banks .

Comparison between Public Bank and

Private Bank
Public bank
Male have more account in public
bank
More computer are used now in
public bank
The employer are attentive that is
44% in public bank
According to survey the handling the
problem in public bank are neutral

Private bank
Ratio of male and female having almost account in

More focus is given both of computerisation as well

The employer are attentive and reliable both in priva

According to survey the handling the

problem in private bank are highly
listened and solved.
Rate of quality of service in public Rate of quality of service are highly satisfied beca
bank are somewhat satisfactory that is comfort to the consume in term of security, informat
only 32%.mostly people are not so
happy the service provided by public
bank.
The chances of switching the The chances of switching the consumer having acco
consumer having account in public
bank are more.
Public Bank does not provided prompt Private banks provide prompt information to its cons
information to its consumer.

40

Results and conclusion

Male have more account in public bank while Ratio of male and female
having an account in private bank are equally.
The employer are attentive that is 44% in public bank but in private bank
employer are attentive and trustworthy both .
Rate of quality of service in public bank are somewhat satisfactory that is
only 32%.mostly people are not so happy the service provided by public
bank but in private bank rate of service are highly satisfactory.
Public Bank does not provided prompt information to its consumer but
private bank does.
The chances of switching the consumer having account in public bank are
more but in private bank it is less.
There is threat of security always exist but I private bank every transaction
and records are secure.
Handling the problem of costumer are not problem solved by public banks
employer but in private bank it is properly deal with.
Computerisation is coming in public bank but In private bank it has already
been develop there are less paper work in private bank.