Volume : 4, Issue : 4, April - 2015

CUSTOMER SATISFACTION OF PUBLIC SECTOR BANKS

Dr. R. Velmurugan, E. Vanitha

Abstract :

<p><p>&nbsp;Satisfaction is a crucial concern for both customers and organizations including banks. Lot of efforts is being made&nbsp;</p> <div>by banks to offer high quality products and services to their customers. The banking industry like any other financial&nbsp;</div> <div>services is facing a rapidly changing market, new technologies, uncertainties, fierce competition and more demanding&nbsp;</div> <div>customers and the changing climate has presented an unprecedented set of challenges. Banking is a customer oriented service industry,&nbsp;</div> <div>therefore the customer is the focus and customer service is the differentiating factor. Thus, in order to survive in the competitive scenario, Public&nbsp;</div> <div>Sector Banks are in a position to satisfy their customer wants. In this paper an attempt has been made to identify the determinants of customer&rsquo;s&nbsp;</div> <div>satisfaction. By adopting convenient sampling method 300 customers have been selected. The collected data have been analysed by making use&nbsp;</div> <div>of Chi&ndash;square test. The results of the study disclose that Area of Residence, Gender, Educational Qualification, Family Income, Duration of Holding&nbsp;</div> <div>Accounts and Perception on Service Quality are the factors that increase customer satisfaction.</div></p>