1.

Introduction

In the organised segment, banking system occupies an important place in

nation’s economy. It plays a pivotal role in the economic development of a
country and forms the core of the money market in an advanced country. It acts
as catalysts for economic growth. The commercial banks in India comprise of
both Public sector as well as Private sector banks. Public sector banks are the
banks, where a majority stake is held by government that is more than 50%.
There are total 27 public sector and 21 Private sector banks which are
functioning in the country presently.

Customer is the core component in banking sector. Business of banks cannot

work without customer. Banks has to deal with many customers everyday and
render various types of services to them. It’s a well known fact that no business
can exist without customers.

Satisfaction is a word that summarizes the feelings of the customer that they
hold about their experience with the company. Customer satisfaction is an
essential key factor in any organisation. If we talk about commercial banks,
customer satisfaction level varies from one bank to another. If the services meet
the expectation of the customer then the customer is satisfied, if not then
customer is dissatisfied an if it exceeds then customer is delighted.
 2.Objective of the study
 The objective of this study is to compare the public sector banks and
private banks in terms of customer satisfaction
 Find out the various reasons of customer dissatisfaction in these
banks.

Measurement of customer satisfaction

Customer satisfaction is not a concept that cannot be measured and managed. It
is an essential part for every company and so every company tries to increase
the level of satisfaction in order to improve its business performance.

It is not limited to one concept but include various ideas

 Customer loyalty
 Customer delight
 Customer retention
 3.Research methodology
The Research Design would be descriptive. Quantitative method is
chosen to collect primary data and analyze it.

Sample size:

 The sample would be selected on random basis. A sample of 100

respondents is being used in this research.

Location:

 Delhi is covered in this survey.

Data collection:

 The data would be collected from primary through questionnaire.

Data source:

 Both Secondary and Primary sources of data will be used.

 The major type of information used in primary data. This is done through
primary survey. The literature review is a secondary data type. The
sources include books, periodicals, websites, printed literature etc.

Data presentation:

 The data is represented in the form of bar chart.