Page 1 of 10
Journal for Studies in Management and Planning
Available at
http://edupediapublications.org/journals/index.php/JSMaP/
ISSN: 2395-0463
Volume 03 Issue 01
January 2017
Available online: http://edupediapublications.org/journals/index.php/JSMaP/ P a g e | 152
Customers’ Satisfaction about Banking Services – A
Comparative Study of Private and Public Sector Banks
Dr.S.Bulomine Regi,
Assistant Professor, Department of Business Administration (BBA),
St.Xavier’s College (Autonomous), Palayamkottai
ABSTRACT
Banks are considered as vehicle of
finance in a nation. The finance should be
given all the parts of country in the perfect
manner. Thus, lots of banks are allowed to
run their business. Due to privatisation,
many of the private party also enter in to
banking sector. Thus, the customers have
different kinds of banks. So the satisfaction
of customers has very vital role among the
bankers. The objectives focused in this
study are i) to study about banking
services offered by public and private
sector banks and ii) to analyse the factors
influencing the satisfaction of the
customers availing banking services from
public and private sector banks in
Tirunelveli District. 200 respondents were
selected for the study, out of that 100 from
public sector and 100 from private sector
banks. The respondents are selected using
purposive sampling method. Percentage
analysis, mean rank and t-Test were used
to analyse the data. Thus, the factors
influencing on satisfaction of customers
was analysed and private sector bank
customers are highly satisfied about
banking services than public sector banks.
Keywords: Private, public, banks, finance,
economy & privatisation, Satisfaction.
Introduction
The financial sector, the world
over, is growing enormously in terms of
size, innovations, diversity, complexity
and sophistication. When one examines the
structure of the developed and the
developing economies over the last 20
years, the most striking feature perhaps is
the growth of the service sector. The
financial services sector today, is carrying
out a host of activates like intermediation,
agency services, real estate, consumer
durable financing etc. The process of
financial intermediation (being the most
traditional) still occupies significant place
in the growth of financial services sector.
Within the financial services sector, the
banks constitute an important segment of
financial intermediaries as is evident from
Page 2 of 10
Journal for Studies in Management and Planning
Available at
http://edupediapublications.org/journals/index.php/JSMaP/
ISSN: 2395-0463
Volume 03 Issue 01
January 2017
Available online: http://edupediapublications.org/journals/index.php/JSMaP/ P a g e | 153
the fact that the aggregate deposits of the
banking sector as a whole contributes
approximately 80 per cent to the total
money supply in the Indian Economy.
The hall mark of the reorganised set up
was customer orientation. It aimed at:
Having a total view of
customer’s need.
Meeting the identified
needs in the best possible
manner by developing
appropriate and suitable
services.
Identifying potential
customers and
Conducting the activities at
the branch level on the
basis of carved out market
segments instead of job- wise activities.
OBJECTIVES OF THE STUDY
The following are the objectives focused in
the study:
1. To study about banking services
offered by public and private sector
banks.
2. To analyse the factors influencing
the satisfaction of the customers
availing banking services from
public and private sector banks in
Tirunelveli District.
SCOPE OF THE STUDY
The scope of the study is confined
to factors influence the satisfaction of
customers in select private and public
sector banks in Tirunelveli District. In
Tirunelveli District, there are many
numbers of public and private sector
banks, having huge amount of transactions
and services.
STATEMENT OF THE PROBLEM
Increased competition has also led
the banks to think of much better services
given to their customers than previously
and with the help of that avoiding the
customer switching from one to another. In
the high competition market, the roles of
customers’ satisfaction get important day
by day. After privatisation, these days the
private sector banks have very vital growth
in the banking sector. As there are
focusing profit margins, they provide
better service for each and every customer.
Thus, for the purpose of survival, banks
have to take much concern and care on the
satisfaction of their customers.
METHODOLOGY
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Journal for Studies in Management and Planning
Available at
http://edupediapublications.org/journals/index.php/JSMaP/
ISSN: 2395-0463
Volume 03 Issue 01
January 2017
Available online: http://edupediapublications.org/journals/index.php/JSMaP/ P a g e | 154
Both primary and secondary data
were collected for the study. The primary
data were collected using questionnaire
and Purposive sampling method was
adopted to select the respondent’s i.e the
customers using banking services are
selected for the study. Four banks were
selected for the study based on IBA award
2015-16, out of that 2 banks are from
public and 2 banks are selected from
private sector. The banks are State Bank of
India and Canara Bank of Public Sector
and ICICI and AXIS of private sector
banks. Fifty respondents were selected
from each bank for the study. The
secondary data were collected from
various websites, books, journals and
magazines.
ANALYSIS AND INTERPRETATION
OF DATA
Demographic profile is one of the
important variables which decide about the
practices and usage of the respondents.
The following table clearly depicts the
demographic profile of the respondents in
the study area.
Table 1
Gender wise classification of the respondents
Gender Private Public
No. of respondents Percentage No. of respondents Percentage
Male 44 44 65 65
Female 56 56 35 35
Total 100 100 100 100
Source: Primary Data
The above table shows that out of 100
respondents, in private sector majority of
56 per cent of the respondents belong to
female and the remaining 44 per cent of
the respondents are male whereas in public
sector, 65 per cent of the respondents are
male and 35 per cent of the respondents
are female. It shows that majority of the
customers availing banking services are
female in private sector and male in public
sector banks.
Table 2
Age wise classification of the respondents
Age Private Public
No. of respondents Percentage No. of respondents Percentage
Up to 20 years 8 8 15 15
