Customer Satisfaction and Quality Perceptions of both Private and Public Sector Banks

Conclusion evaluation of hypothesis


T- In order to evaluate the mean of two populations, test is appropriate.

Through the level of significance and three degrees of freedom as 0.5, the tabulated value is 0.878.

By means of similar conditions, the value calculated is 0.706591.

Since the value calculated is less when compared to the tabulated value i.e. 0.726591 < 0.878, this indicates that there is major differences among the customer satisfaction and quality perceptions of both private and public sector banks and hence the alternative hypothesis is satisfactory.

Conclusion and Policy Implications

InIndia, due to the initiation of technology and competition, the banking sector is undergoing significant changes. A superior quality services has been observed by the customer, which improves their satisfaction. From different findings of research, the basis of this study is derived and also by concerning customer satisfaction through other researcher’s it is in line with empirical findings. To summarize, the following results directs to the policy implication and conclusion.    

  • The satisfaction of customer in conditions of quality of service is defined as a relational marketing model. From the viewpoint of services produced by the firm, the relationships are examined mostly. For enhancing the satisfaction of customer, it is significant to build a strong connection for service firm like banks using quality of service.
  • Over every service quality dimensions, public sector banks such as SBI drop much below their customer’s perceptions. On service quality’s reliability dimensions and tangibility, private banks like ICICI bank are going beyond their customer’s perceptions.
  • With regard to the customers’ expectations, banks such as ICICI are seemed to be closer. As much as service quality’s other dimensions are concerned, the banks are not so far away from their customer’s perceptions. Certainly, a miserable reality has been revealed which states that SBI do not meet up to their customers’ expectations. In banks, individualized attention, accuracy, reliability, speed, promptness, etc matters lot in the delivery of service quality. With appropriate use of relevant banking technology, enhanced results can be gained. These are the most important areas where Indian banks in still are lagging behind. 
  • Besides communication material and physical facilities, on tangibles mostly tele-banking, computer-based banking, ‘anytime and any-where banking’, intranet and internet services, etc, the significance and need of important investments have been suggested by the above findings. This will help in decreasing the frontline staff’s workload and delivering accurate and quick services to the customers and thus providing employees the ways to respond towards the requests of a customer. Suitable banking hours will also be made certain by this investment on which the bank’s services are supposed to be much low through the customers.  

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