Main Article Content
Abstract
Indian banking Industry is in the midst of information Technology revolution. The persistent pressure in the competitive environment drives the banking companies to reach the client at his door step to meet his or her requirements of product and services. Younger generation group of customer are much more amenable to use electronic delivery channels than visiting physical branches. Technology helps the banking companies to reach geographically distant and diversified markets and also satisfy the customers with demanding speed, efficiency and low cost. Bank are installing more ATM’s for its transaction, telephone banking and usage of cards are finding increased acceptance. Internet Bank core banking service are also finding wider acceptance. This paper tries to analyze the comparative analysis of customer satisfaction among these two categories of banks – public and private sector banks using the list of service attributes based on SERVQUAL method. Simple random sampling technique is adopted and sample size of the data is 20 from the Perambalur. This study is just a small step in understanding the multi Dimensional construct of service quality and its implications in today competitive environment.