Customer Satisfaction Regarding Private Sector Banks in Gujarat

Authors

  • Md. Intekhab Rahman Galib  UG Scholar, BBA, Gujarat University, Ahmedabad, India
  • Utsho Chakraborty  UG Scholar, Computer Engineering, Sarvajanik College of Engineering and Technology, Surat, India
  • Haimanti Biswas  UG Scholar, Information Technology, Sigma Institute of Engineering, Vadodara, India
  • Sowrav Saha  UG Scholar, Civil & Infrastructure Engineering, Adani Instiute Of Infrastructure Engineering, Ahmedabad, India
  • Dr. Sheshang Degadwala  Associate Professor and Head of Department, Computer Engineering Department, Sigma Institute of Engineering, Vadodara, India

DOI:

https://doi.org//10.32628/IJSRSET2051101

Keywords:

Private Sector Banks, Mobile Banking, Online Banking, Saving Account, Current Account, Fixed Deposit, Interest Rate.

Abstract

This paper attempts to measure and find out the quality of services and customer satisfaction level in terms of private sector banks. The paper also slightly shows the comparison between Public sector and Private sector banks related to the customer satisfaction. The research is based on Gujarat which is a state of India. Data collection, data formulation and structuring and data interpretation is based on 423 samples. In terms of private sector banks ICICI, IDBI, HDFC, AXIS Bank, YES Bank, RBI Bank, Kotak Mahindra Bank, IDFC Banks are taken as they are market leaders. ATM facility, Online banking facility, Mobile Banking Facility, Current account, Fixed Deposit, Saving Account, Physical Environment, Competitive Interest Rate etc. has been taken as parameters. From the research, it has been found that there is relationship between service quality and customer satisfaction. We are living in digital era. Almost all the banks are trying to acquire and implement digital facilities. From our research, we also found that majority of the clients are satisfied with mobile banking, online banking and ATM services of the private sector banks. The paper also reveals that the clients are not much satisfied with the behavior of the bank staff of the public sector banks. Age, gender, occupation of the clients are also taken into consideration while preparing the paper.

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International Journal of Scientific Research in Science, Engineering and Technology

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Published

2020-10-18

Issue

Volume 5, Issue 11, October-2020

Section

Research Articles

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How to Cite

[1]
Md. Intekhab Rahman Galib, Utsho Chakraborty, Haimanti Biswas, Sowrav Saha, Dr. Sheshang Degadwala, " Customer Satisfaction Regarding Private Sector Banks in Gujarat, International Journal of Scientific Research in Science, Engineering and Technology(IJSRSET), Print ISSN : 2395-1990, Online ISSN : 2394-4099, Volume 5, Issue 11, pp.270-281, October-2020. Available at doi : https://doi.org/10.32628/IJSRSET2051101