Published Paper Details:

ABSTRACT: Customer satisfaction measures how a customer feels about a brand interaction. It�s a measurement use to quantify the degree to which a customer is satisfied with a product, service, or experience. Service is an activity that creates value and provides benefits for customers at specific time. Service quality seems to be a moral string for every organization. In today�s competitive scenario, service quality, customer satisfaction and loyalty are becoming principal challenges for banking sector. This paper attempts to make a comparative analysis of level of customer satisfaction towards the services provided by public sector banks (Andhra bank and SBI) and private sector banks (HDFC bank and ICICI bank). The study has been conducted in Hyderabad city based on questionnaire method and a sample of 120 customers of each 30 customers of respective banks has been selected using convenient sampling method. The SERVQUAL model analysis is conducted with its all five service dimensions and Gap analysis. SERVQUAL Model is chosen in our study to assess the service quality and customer satisfaction. Servqual can be used to measure service quality in variety of service settings and can be used to compare with the competitors. This model of service quality identifies the reasons for any gaps between customer expectations and perceptions. The banks are chosen to identify the service quality gaps and customer perception and satisfaction in which SERVQUAL model will fit to do the better gap analysis and to identify the factors for poor quality service.